{"id":1612,"date":"2017-07-14T14:08:03","date_gmt":"2017-07-14T18:08:03","guid":{"rendered":"https:\/\/www.ccts-cprst.ca\/?page_id=1612\/"},"modified":"2025-03-03T11:02:30","modified_gmt":"2025-03-03T16:02:30","slug":"sensibilisation","status":"publish","type":"page","link":"https:\/\/www.ccts-cprst.ca\/fr\/industrie\/sensibilisation\/","title":{"rendered":"Mieux faire conna\u00eetre la CPRST"},"content":{"rendered":"

Tous les fournisseurs de services participants (FSP) doivent se conformer au plan de sensibilisation du public de la CPRST, qui d\u00e9crit les exigences dans quatre cat\u00e9gories : sites Web des FSP, factures, processus internes de traitement des plaintes des FSP et pages blanches.<\/p>\n

Avis de la CPRST et hyperliens vers les sites Web des FSP<\/h2>\n

Les FSP doivent afficher un message pr\u00e9cis qui fournit aux clients de la\u00a0CPRST, sur une page r\u00e9serv\u00e9e aux plaintes, des renseignements sur le processus interne de traitement des plaintes des\u00a0FSP et la\u00a0CPRST. De plus, le chemin vers cette page de traitement des plaintes doit \u00eatre bien indiqu\u00e9 et facile \u00e0 trouver, soit tout au plus \u00e0 deux\u00a0clics de la page d\u2019accueil.<\/p>\n

Si un site Web dispose d\u2019une fonction de recherche, il doit afficher un lien vers la page des plaintes lorsqu\u2019une recherche comprend l\u2019un des mots cl\u00e9s suivants\u00a0: \u00ab\u00a0plainte\u00a0\u00bb, \u00ab\u00a0diff\u00e9rend\u00a0\u00bb, \u00ab\u00a0CRTC\u00a0\u00bb, \u00ab\u00a0CPRST\u00a0\u00bb, \u00ab\u00a0commission\u00a0\u00bb et \u00ab\u00a0ombudsman\u00a0\u00bb.<\/p>\n

Le message \u00e0 afficher est le suivant\u00a0:<\/p>\n

Commission des plaintes relatives aux services de t\u00e9l\u00e9com-t\u00e9l\u00e9vision\u00a0(CPRST)<\/strong><\/p>\n

La CPRST est un organisme ind\u00e9pendant ayant pour mandat de r\u00e9gler les plaintes des particuliers et des petites entreprises de d\u00e9tail relatives aux services de t\u00e9l\u00e9communication et de t\u00e9l\u00e9vision. Si vous avez une plainte \u00e0 formuler concernant vos services\u00a0\u2013 que ce soit le service t\u00e9l\u00e9phonique, le service sans fil, le service internet ou de t\u00e9l\u00e9vision\u00a0\u2013, vous devez d\u2019abord tenter de la r\u00e9gler directement aupr\u00e8s de votre fournisseur de services. Si vous l\u2019avez fait et que vous n\u2019\u00eates pas parvenu \u00e0 r\u00e9gler la plainte de mani\u00e8re satisfaisante, la CPRST pourrait vous aider sans frais.<\/em><\/p>\n

Pour vous renseigner davantage sur la CPRST, vous pouvez consulter son site Web \u00e0 <\/em>www.ccts-cprst.ca<\/em><\/a>, ou composer le num\u00e9ro sans frais 1\u00a0888\u00a0221-1687.<\/em><\/p><\/blockquote>\n

Avis sur les factures des clients<\/h2>\n

Les FSP doivent imprimer un message pr\u00e9cis qui fait r\u00e9f\u00e9rence \u00e0 la\u00a0CPRST sur les factures des clients. Ce message doit figurer au moins quatre\u00a0fois par ann\u00e9e et doit \u00eatre plac\u00e9 \u00e0 un endroit raisonnablement visible par rapport aux autres avis de nature similaire. Les clients qui ne re\u00e7oivent pas de factures doivent \u00eatre inform\u00e9s par d\u2019autres moyens de communication, comme le portail qu\u2019ils utilisent pour acheter du temps pr\u00e9pay\u00e9 ou un message texte gratuit.<\/p>\n

Avis au client envoy\u00e9 par les FSP<\/h2>\n

Les FSP doivent informer les clients de leur droit de recours aupr\u00e8s de la\u00a0CPRST si une plainte n\u2019est pas r\u00e9solue au deuxi\u00e8me stade du processus de traitement des plaintes. Cela signifie que si le deuxi\u00e8me agent sup\u00e9rieur ne parvient pas \u00e0 r\u00e9soudre le probl\u00e8me, il doit informer le client de la\u00a0CPRST. Un exemple menant au deuxi\u00e8me stade du processus de traitement des plaintes est pr\u00e9sent\u00e9 ci-dessous. Chaque fl\u00e8che repr\u00e9sente le client dirig\u00e9 vers un autre employ\u00e9 du FSP lorsque le probl\u00e8me n\u2019est toujours pas r\u00e9solu.<\/p>\n

\"\"<\/p>\n

Lorsque le FSP ne dispose pas d\u2019un processus interne de renvoi \u00e0 un \u00e9chelon sup\u00e9rieur, le client doit en \u00eatre inform\u00e9 par l\u2019agent de premi\u00e8re ligne.<\/p>\n

Des contacts multiples avec diff\u00e9rents agents de premi\u00e8re ligne ne sont pas consid\u00e9r\u00e9s comme un renvoi \u00e0 un \u00e9chelon sup\u00e9rieur.<\/p>\n

Avis dans l\u2019annuaire des pages blanches<\/h2>\n

Les FSP qui publient des annuaires des pages blanches doivent ins\u00e9rer un renvoi \u00e0 la\u00a0CPRST. L\u2019emplacement de cet encart doit \u00eatre raisonnablement pro\u00e9minent par rapport aux avis de nature similaire. De plus, il doit \u00eatre dispos\u00e9 de mani\u00e8re logique, \u00e0 un endroit o\u00f9 un client ayant une plainte \u00e0 formuler est susceptible de le trouver.<\/p>\n

Une r\u00e9vision du plan de sensibilisation du public est pr\u00e9sentement en cours.<\/p>\n","protected":false},"excerpt":{"rendered":"

Tous les fournisseurs de services participants (FSP) doivent se conformer au plan de sensibilisation du public de la CPRST, qui d\u00e9crit les exigences dans quatre cat\u00e9gories : sites Web des FSP, factures, processus internes de traitement des plaintes des FSP et pages blanches. Avis de la CPRST et hyperliens vers les sites Web des FSPEn lire plus »<\/a><\/p>\n","protected":false},"author":4,"featured_media":0,"parent":11435,"menu_order":3,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"_relevanssi_hide_post":"","_relevanssi_hide_content":"","_relevanssi_pin_for_all":"","_relevanssi_pin_keywords":"","_relevanssi_unpin_keywords":"","_relevanssi_related_keywords":"","_relevanssi_related_include_ids":"","_relevanssi_related_exclude_ids":"","_relevanssi_related_no_append":"","_relevanssi_related_not_related":"","_relevanssi_related_posts":"","_relevanssi_noindex_reason":"","footnotes":""},"class_list":["post-1612","page","type-page","status-publish","hentry"],"acf":[],"yoast_head":"\nMieux faire conna\u00eetre la CPRST - CPRST<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.ccts-cprst.ca\/fr\/industrie\/sensibilisation\/\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Mieux faire conna\u00eetre la CPRST - CPRST\" \/>\n<meta property=\"og:description\" content=\"Tous les fournisseurs de services participants (FSP) doivent se conformer au plan de sensibilisation du public de la CPRST, qui d\u00e9crit les exigences dans quatre cat\u00e9gories : sites Web des FSP, factures, processus internes de traitement des plaintes des FSP et pages blanches. 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