{"id":10662,"date":"2024-04-25T05:20:37","date_gmt":"2024-04-25T09:20:37","guid":{"rendered":"https:\/\/www.ccts-cprst.ca\/?p=10662"},"modified":"2024-04-25T09:56:26","modified_gmt":"2024-04-25T13:56:26","slug":"rapport-semestriel-2023-2024-hausse-des-plaintes-liees-aux-services-de-telephone-dinternet-et-de-television","status":"publish","type":"post","link":"https:\/\/www.ccts-cprst.ca\/fr\/rapport-semestriel-2023-2024-hausse-des-plaintes-liees-aux-services-de-telephone-dinternet-et-de-television\/","title":{"rendered":"Rapport de l\u2019ombudsman : Le nombre de plaintes a augment\u00e9 de 43 % et Rogers enregistre une hausse de 118 % des plaintes \u00e0 son \u00e9gard"},"content":{"rendered":"<h2 style=\"text-align: center;\"><b><span data-contrast=\"auto\"><span class=\"TextRun SCXW263711998 BCX0\" lang=\"FR-CA\" xml:lang=\"FR-CA\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW263711998 BCX0\">L\u2019ombudsman des t\u00e9l\u00e9communications publie son rapport semestriel<\/span><\/span><\/span><\/b><\/h2>\n<h2 style=\"text-align: center;\"><b><span data-contrast=\"auto\"><span class=\"EOP SCXW263711998 BCX0\" data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335551550&quot;:2,&quot;335551620&quot;:2,&quot;335559738&quot;:100,&quot;335559739&quot;:200,&quot;335559740&quot;:276}\">\u00a0<\/span><\/span><\/b><\/h2>\n<p><strong>Ottawa (25 avril 2024) \u2013 <\/strong>La Commission des plaintes relatives aux services de t\u00e9l\u00e9communication et de t\u00e9l\u00e9vision (CPRST) a publi\u00e9 aujourd\u2019hui son Rapport semestriel 2023-2024. Le rapport montre une augmentation de 43 % du nombre de plaintes li\u00e9es \u00e0 des services de t\u00e9l\u00e9communication et de t\u00e9l\u00e9vision d\u00e9pos\u00e9es par des clients et clientes du Canada entre le 1er ao\u00fbt 2023 et le 31 janvier 2024.<\/p>\n<p><span data-contrast=\"auto\">\u00ab Cette augmentation importante des plaintes d\u00e9pos\u00e9es par des clients et clientes de services de t\u00e9l\u00e9communication et de t\u00e9l\u00e9vision est pr\u00e9occupante, d\u00e9clare Howard Maker, commissaire et directeur g\u00e9n\u00e9ral de la CPRST. Le nombre croissant de plaintes li\u00e9es \u00e0 la surfacturation et aux remboursements ou aux cr\u00e9dits non re\u00e7us est particuli\u00e8rement alarmant compte tenu de l\u2019augmentation du co\u00fbt de la vie. \u00bb<\/span><\/p>\n<p><b><span data-contrast=\"auto\">Parmi les points saillants de ce rapport semestriel, notons les suivants : <\/span><\/b><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:100,&quot;335559739&quot;:200,&quot;335559740&quot;:276}\">\u00a0<\/span><\/p>\n<ul>\n<li><span data-contrast=\"auto\"><strong>Rogers enregistre une hausse de 118 % des plaintes \u00e0 son \u00e9gard : <\/strong>En avril dernier, <a href=\"https:\/\/www.ccts-cprst.ca\/fr\/rapport-semestriel-2023-hausse-des-plaintes-liees-aux-services-de-telephone-dinternet-et-de-television\/\">la CPRST a annonc\u00e9<\/a> que \u2013 pour la premi\u00e8re fois depuis sa cr\u00e9ation \u2013 Rogers faisait l\u2019objet du plus grand nombre de plaintes parmi tous les fournisseurs de services. Comme mentionn\u00e9 dans le rapport publi\u00e9 aujourd\u2019hui, avec une augmentation globale de 118 % des plaintes, Rogers continue \u00e0 occuper le premier rang, suivi par Bell et TELUS, respectivement.<br \/>\n<\/span><\/li>\n<li><span data-contrast=\"auto\"><strong>Les erreurs de facturation constituent le probl\u00e8me le plus important :<\/strong> Les clients et clientes des services sans fil, d\u2019internet, de t\u00e9l\u00e9vision et de t\u00e9l\u00e9phonie locale ont soulev\u00e9 plus de 3 000 probl\u00e8mes concernant des frais incorrects dans leur forfait mensuel. \u00c0 lui seul, ce probl\u00e8me repr\u00e9sente 15 % de tous les probl\u00e8mes parmi les dizaines de types de probl\u00e8mes soulev\u00e9s au cours du semestre.<\/span><\/li>\n<li><span data-contrast=\"auto\"><strong>Plus de 10 000 plaintes ont \u00e9t\u00e9 d\u00e9pos\u00e9es en six mois : <\/strong> La CPRST a re\u00e7u des plaintes visant 147 de ses 445 fournisseurs de services et marques participants. Rogers est \u00e0 l\u2019origine de 26 % des 10 663 plaintes accept\u00e9es, suivi de Bell (16 %) et de TELUS (14 %). Les plaintes visant chacun de ces fournisseurs ont augment\u00e9 ann\u00e9e apr\u00e8s ann\u00e9e.<br \/>\n<\/span><\/li>\n<li><span data-contrast=\"auto\"><strong>Le taux de r\u00e9solution des plaintes est de 91 % : <\/strong> La CPRST a conclu pr\u00e8s de 9 300 des plaintes re\u00e7ues, dont la plupart ont \u00e9t\u00e9 r\u00e9gl\u00e9es dans un d\u00e9lai de 20 jours. Les clients et clientes qui ne parviennent pas \u00e0 r\u00e9gler un diff\u00e9rend li\u00e9 \u00e0 leurs services sans fil (mobiles), d\u2019internet, de t\u00e9l\u00e9vision et de t\u00e9l\u00e9phonie locale (ligne terrestre) peuvent d\u00e9poser une plainte en ligne \u00e0 l\u2019adresse <a href=\"https:\/\/www.ccts-cprst.ca\/fr\/\">ccts-cprst.ca<\/a>.<\/span><\/li>\n<\/ul>\n<p><span data-contrast=\"auto\">\u00ab Nous conseillons vivement aux fournisseurs de rester \u00e0 l\u2019\u00e9coute de leur client\u00e8le, et de collaborer avec elle pour r\u00e9soudre les probl\u00e8mes d\u00e8s qu\u2019ils se pr\u00e9sentent. Si leurs efforts \u00e9chouent, la CPRST peut les aider. Nous proposons un service de r\u00e8glement des diff\u00e9rends gratuit et facile \u00e0 utiliser pour aider \u00e0 r\u00e9soudre les probl\u00e8mes rapidement et \u00e9quitablement, d\u00e9clare M. Maker. \u00bb<\/span><\/p>\n<p><b><span data-contrast=\"auto\">\u00c0 propos de la CPRST<\/span><\/b><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:100,&quot;335559739&quot;:200,&quot;335559740&quot;:276}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">La CPRST est l\u2019organisme national et ind\u00e9pendant du Canada qui s\u2019occupe de r\u00e9gler les plaintes des clients et des clientes relatives aux services de t\u00e9l\u00e9communication et de t\u00e9l\u00e9vision, de fa\u00e7on \u00e9quitable, et ce, gratuitement. Les fournisseurs de services de t\u00e9l\u00e9communication et de t\u00e9l\u00e9vision qui offrent des services entrant dans le champ de comp\u00e9tence de la CPRST doivent y adh\u00e9rer. La CPRST a trait\u00e9 plus de 175 000 plaintes. Fait digne d\u2019\u00eatre soulign\u00e9, 9 clients sur 10 trouvent une solution satisfaisante gr\u00e2ce \u00e0 notre service, et ce, dans un d\u00e9lai de 20 jours apr\u00e8s avoir d\u00e9pos\u00e9 leur plainte.<\/span><\/p>\n<p><b><span data-contrast=\"auto\">Personne-ressource<\/span><\/b><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:100,&quot;335559739&quot;:200,&quot;335559740&quot;:276}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Mathieu Pierre Dagonas, directeur, affaires des intervenants et communications<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:100,&quot;335559739&quot;:200,&quot;335559740&quot;:276}\">\u00a0<\/span><\/p>\n<p><a href=\"mailto:communications@ccts-cprst.ca\"><span data-contrast=\"none\">communications@ccts-cprst.ca<\/span><\/a><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:100,&quot;335559739&quot;:200,&quot;335559740&quot;:276}\">\u00a0<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>L\u2019ombudsman des t\u00e9l\u00e9communications publie son rapport semestriel \u00a0 Ottawa (25 avril 2024) \u2013 La Commission des plaintes relatives aux services de t\u00e9l\u00e9communication et de t\u00e9l\u00e9vision (CPRST) a publi\u00e9 aujourd\u2019hui son Rapport semestriel 2023-2024. Le rapport montre une augmentation de 43 % du nombre de plaintes li\u00e9es \u00e0 des services de t\u00e9l\u00e9communication et de t\u00e9l\u00e9vision d\u00e9pos\u00e9es<a class=\"excerpt-read-more\" href=\"https:\/\/www.ccts-cprst.ca\/fr\/rapport-semestriel-2023-2024-hausse-des-plaintes-liees-aux-services-de-telephone-dinternet-et-de-television\/\" title=\"LuRapport de l\u2019ombudsman : Le nombre de plaintes a augment\u00e9 de 43 % et Rogers enregistre une hausse de 118 % des plaintes \u00e0 son \u00e9gard\">En lire plus &raquo;<\/a><\/p>\n","protected":false},"author":15,"featured_media":1031,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","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":""},"categories":[61],"tags":[],"class_list":["post-10662","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-communique-de-presse"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.9 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Rapport de l\u2019ombudsman : Le nombre de plaintes a augment\u00e9 de 43 % et Rogers enregistre une hausse de 118 % des plaintes \u00e0 son \u00e9gard - 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\/rapport-semestriel-2023-2024-hausse-des-plaintes-liees-aux-services-de-telephone-dinternet-et-de-television\/\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Rapport de l\u2019ombudsman : Le nombre de plaintes a augment\u00e9 de 43 % et Rogers enregistre une hausse de 118 % des plaintes \u00e0 son \u00e9gard - CPRST\" \/>\n<meta property=\"og:description\" content=\"L\u2019ombudsman des t\u00e9l\u00e9communications publie son rapport semestriel \u00a0 Ottawa (25 avril 2024) \u2013 La Commission des plaintes relatives aux services de t\u00e9l\u00e9communication et de t\u00e9l\u00e9vision (CPRST) a publi\u00e9 aujourd\u2019hui son Rapport semestriel 2023-2024. Le rapport montre une augmentation de 43 % du nombre de plaintes li\u00e9es \u00e0 des services de t\u00e9l\u00e9communication et de t\u00e9l\u00e9vision d\u00e9pos\u00e9esEn lire plus &raquo;\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.ccts-cprst.ca\/fr\/rapport-semestriel-2023-2024-hausse-des-plaintes-liees-aux-services-de-telephone-dinternet-et-de-television\/\" \/>\n<meta property=\"og:site_name\" content=\"CPRST\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/ccts.cprst\/\" \/>\n<meta property=\"article:published_time\" content=\"2024-04-25T09:20:37+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2024-04-25T13:56:26+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.ccts-cprst.ca\/wp-content\/uploads\/2017\/07\/Communiqu\u00e9-de-presse.png\" \/>\n\t<meta property=\"og:image:width\" content=\"805\" \/>\n\t<meta property=\"og:image:height\" content=\"210\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"author\" content=\"G A\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@ccts_cprst\" \/>\n<meta name=\"twitter:site\" content=\"@ccts_cprst\" \/>\n<meta name=\"twitter:label1\" content=\"\u00c9crit par\" \/>\n\t<meta name=\"twitter:data1\" content=\"G A\" \/>\n\t<meta name=\"twitter:label2\" content=\"Dur\u00e9e de lecture estim\u00e9e\" \/>\n\t<meta name=\"twitter:data2\" content=\"3 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/www.ccts-cprst.ca\/fr\/rapport-semestriel-2023-2024-hausse-des-plaintes-liees-aux-services-de-telephone-dinternet-et-de-television\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/www.ccts-cprst.ca\/fr\/rapport-semestriel-2023-2024-hausse-des-plaintes-liees-aux-services-de-telephone-dinternet-et-de-television\/\"},\"author\":{\"name\":\"G A\",\"@id\":\"https:\/\/www.ccts-cprst.ca\/fr\/#\/schema\/person\/98bbe25cf35ab33e6ac1045a6cab3809\"},\"headline\":\"Rapport de l\u2019ombudsman : Le nombre de plaintes a augment\u00e9 de 43 % et Rogers enregistre une hausse de 118 % des plaintes \u00e0 son \u00e9gard\",\"datePublished\":\"2024-04-25T09:20:37+00:00\",\"dateModified\":\"2024-04-25T13:56:26+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/www.ccts-cprst.ca\/fr\/rapport-semestriel-2023-2024-hausse-des-plaintes-liees-aux-services-de-telephone-dinternet-et-de-television\/\"},\"wordCount\":655,\"publisher\":{\"@id\":\"https:\/\/www.ccts-cprst.ca\/fr\/#organization\"},\"image\":{\"@id\":\"https:\/\/www.ccts-cprst.ca\/fr\/rapport-semestriel-2023-2024-hausse-des-plaintes-liees-aux-services-de-telephone-dinternet-et-de-television\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/www.ccts-cprst.ca\/wp-content\/uploads\/2017\/07\/Communiqu\u00e9-de-presse.png\",\"articleSection\":[\"Communiqu\u00e9 de presse\"],\"inLanguage\":\"fr-FR\"},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.ccts-cprst.ca\/fr\/rapport-semestriel-2023-2024-hausse-des-plaintes-liees-aux-services-de-telephone-dinternet-et-de-television\/\",\"url\":\"https:\/\/www.ccts-cprst.ca\/fr\/rapport-semestriel-2023-2024-hausse-des-plaintes-liees-aux-services-de-telephone-dinternet-et-de-television\/\",\"name\":\"Rapport de l\u2019ombudsman : Le nombre de plaintes a augment\u00e9 de 43 % et Rogers enregistre une hausse de 118 % des plaintes \u00e0 son \u00e9gard - 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