French-language rules for CRMs in Quebec: Bill 96, software, templates and contracts

If your business operates in Quebec, the Charter of the French Language, strengthened by Bill 96 (adopted in 2022, with provisions phased in through 2025), affects your CRM in three ways. Software: software, including software as a service, should be available in French when a French version exists, and other-language versions should not be offered on more favourable terms. Work tools: employees in Quebec are generally entitled to work documents and tools in French. Customer-facing material: commercial documents such as catalogues, brochures, quotes, invoices, standard-form contracts and, in practice, commercial emails and web pages directed at Quebec customers must be available in French, and French must be at least as prominent. Check French support during your trial, not after go-live.

This guide is general information as of October 2026, not legal advice. Several details depend on regulations and OQLF interpretation; check the Office québécois de la langue française and get advice for your situation. It is part of CRM mistakes and official sources.

What the rules mean for a CRM purchase

Area	General rule	CRM implication
Software sold or provided in Quebec	Must be available in French unless no French version exists; other versions not on more favourable terms	Choose the French interface where it exists; check that it is not a paid add-on or higher tier
Work tools and documents for employees	Generally to be provided in French	French interface, training materials and internal templates for Quebec staff
Commercial documents (catalogues, brochures, order forms, invoices, receipts)	Must be in French; another language can accompany if French is at least as prominent	Quote and invoice templates in French; bilingual layouts with French first or equal
Standard-form (adhesion) contracts	Since 1 June 2023, a new adhesion contract must first be given in French; parties can then expressly choose another language	Contract and terms templates sent from the CRM
Customer service	Consumers have the right to be informed and served in French	French email templates, auto-replies and service macros
Websites and commercial emails	OQLF guidance lists websites, brochures, catalogues and customer-service communications (including email) among what consumers are entitled to in French	Campaigns to Quebec contacts in French; language field on each contact

Choosing software: questions to ask

Is the full interface available in French, including mobile apps and admin settings?
Is French included in our tier at the same price?
Are system-generated emails (notifications, reminders, quote emails) available in French?
Can templates, products and quote terms be stored in both languages and picked by contact language?
Are help articles and training materials available in French?
Is French support available, and during Quebec business hours?

If a product has no French version at all, the software rule may not prevent you from using it, but your obligations toward employees and customers still apply. A CRM with no French interface can make those harder to meet.

Setting up bilingual communications

Add a language preference field (French, English) on every contact, with a default of French for Quebec addresses unless the customer chooses otherwise.
Build paired templates for every customer email, quote and form.
Use the same structure in both languages so automation can switch by field.
For bilingual documents, place French first or give it equal prominence.
Make sure accented characters display correctly in emails and PDF quotes.

Illustrative cost. Translating 20 email templates, a quote template and two forms might take a professional translator 8–12 hours. At an illustrative $70 an hour that is $560 to $840, a one-time cost to add to your 3-year cost estimate.

Francization: when it applies

Businesses with 25 or more employees in Quebec must register with the OQLF and may need to go through the francization process. Since 1 June 2025, enterprises with 25 to 49 employees are covered (previously the threshold was 50). Francization looks at the use of French at work, including information technology such as software and its interfaces, so a CRM choice can come up in that process. Check the OQLF for your obligations.

Interaction with other rules

CASL: the identification and unsubscribe information in each commercial message should be understandable to the recipient; for French campaigns, write it in French. See the CASL guide.
Law 25: privacy notices and consent requests to Quebec individuals should be in clear language they understand, which in practice means French. See PIPEDA and Law 25.
Consumer protection: Quebec's Consumer Protection Act has its own language and contract requirements for consumer contracts.

Common mistakes

Buying an English-only tier because the French interface was in a higher plan, then running internal processes for Quebec staff in English.
Sending English-only promotional campaigns to all contacts, including Quebec consumers.
Using English-only standard terms on quotes for Quebec customers.
Translating templates once and forgetting to update the French version when the English one changes.

FAQ

Does Bill 96 ban English in my CRM?

No. It requires French to be available and, for many documents, at least as prominent. English can be used alongside French, and a customer can choose to be served in English.

Do these rules apply if my business is outside Quebec?

They mainly apply to businesses operating in Quebec and to products, services and communications directed at Quebec. A business outside Quebec that sells to Quebec consumers should get advice about its customer-facing materials.

Are B2B emails covered?

Commercial publications are covered generally, but practice and exceptions differ for B2B communications. Check OQLF guidance or ask a lawyer.

Who enforces the rules?

The OQLF handles complaints and compliance; penalties for offences are set out in the Charter.

Sources

Office québécois de la langue française — Charter obligations for businesses, software, commerce and francization
LégisQuébec — Charter of the French Language (CQLR c. C-11)
Gouvernement du Québec — guidance for businesses on French in commerce and at work
Office de la protection du consommateur — consumer contract rules in Quebec