{"id":11349,"date":"2025-01-15T06:00:39","date_gmt":"2025-01-15T11:00:39","guid":{"rendered":"https:\/\/www.ccts-cprst.ca\/?p=11349"},"modified":"2025-01-15T06:45:26","modified_gmt":"2025-01-15T11:45:26","slug":"les-problemes-lies-a-la-facturation-sont-la-principale-source-des-plaintes-relatives-aux-telecommunications-et-a-la-television","status":"publish","type":"post","link":"https:\/\/www.ccts-cprst.ca\/fr\/les-problemes-lies-a-la-facturation-sont-la-principale-source-des-plaintes-relatives-aux-telecommunications-et-a-la-television\/","title":{"rendered":"Les probl\u00e8mes li\u00e9s \u00e0 la facturation sont la principale source des plaintes relatives aux t\u00e9l\u00e9communications et \u00e0 la t\u00e9l\u00e9vision, alors que la hausse du co\u00fbt de la vie p\u00e8se sur les consommateurs canadiens"},"content":{"rendered":"<p><b><span data-contrast=\"none\">La\u202fCPRST aide \u00e0 consigner le nombre de consommateurs ayant des plaintes non r\u00e9solues li\u00e9es \u00e0 leurs services de t\u00e9l\u00e9phonie, de t\u00e9l\u00e9vision et d\u2019Internet\u00a0\u00a0<\/span><\/b><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:257}\">\u00a0<\/span><\/p>\n<p><b><span data-contrast=\"auto\">Ottawa (le 15\u202fjanvier\u202f2025)<\/span><\/b><span data-contrast=\"auto\">\u202f\u2013\u202fLa Commission des plaintes relatives aux services de t\u00e9l\u00e9com-t\u00e9l\u00e9vision\u202f(la\u202fCPRST) <\/span><a href=\"https:\/\/pub.ccts-cprst.ca\/fr\/rapport-annuel-de-2023-2024\/\"><span data-contrast=\"none\">a publi\u00e9 son rapport annuel 2023-2024<\/span><\/a><span data-contrast=\"auto\">, dans lequel les donn\u00e9es sur les plaintes des consommateurs ainsi que les tendances et les enjeux \u00e9mergents dans le secteur des t\u00e9l\u00e9communications et de la t\u00e9l\u00e9vision au Canada sont pr\u00e9sent\u00e9s en d\u00e9tail. Le rapport couvre la p\u00e9riode du 1<\/span><span data-contrast=\"auto\">er<\/span><span data-contrast=\"auto\">\u202fao\u00fbt\u202f2023 au 31\u202fjuillet\u202f2024.\u00a0<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559740&quot;:257}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">La\u202fCPRST a r\u00e9pondu avec succ\u00e8s \u00e0 une augmentation de 38\u202f% du nombre de plaintes cette ann\u00e9e, et r\u00e9gl\u00e9 pr\u00e8s de 90\u202f% des plaintes, aidant ainsi un nombre record de Canadiens. Le nouveau rapport r\u00e9v\u00e8le que les consommateurs continuent de soulever des pr\u00e9occupations au sujet\u202f:\u00a0<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:259,&quot;469777462&quot;:[2748],&quot;469777927&quot;:[0],&quot;469777928&quot;:[1]}\">\u00a0<\/span><\/p>\n<ul>\n<li data-leveltext=\"\u00b7\" data-font=\"Symbol\" data-listid=\"1\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\u00b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><span data-contrast=\"auto\">des frais inattendus ou d\u2019une augmentation des frais factur\u00e9s pour les services de t\u00e9l\u00e9phonie, de t\u00e9l\u00e9vision ou d\u2019Internet<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:257}\">\u00a0<\/span><\/li>\n<\/ul>\n<ul>\n<li data-leveltext=\"\u00b7\" data-font=\"Symbol\" data-listid=\"1\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\u00b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"2\" data-aria-level=\"1\"><span data-contrast=\"auto\">du manque de renseignements clairs et opportuns fournis par leurs fournisseurs de services\u00a0<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:257}\">\u00a0<\/span><\/li>\n<\/ul>\n<ul>\n<li data-leveltext=\"\u00b7\" data-font=\"Symbol\" data-listid=\"1\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\u00b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"3\" data-aria-level=\"1\"><span data-contrast=\"auto\">de la qualit\u00e9 du service, qui est lent ou intermittent, pour ce qui est des services sans fil, de t\u00e9l\u00e9phonie ou d\u2019Internet<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559685&quot;:714,&quot;335559739&quot;:0,&quot;335559740&quot;:257,&quot;335559991&quot;:357}\">\u00a0<\/span><\/li>\n<\/ul>\n<p><span data-contrast=\"auto\">\u00ab\u202fLes probl\u00e8mes li\u00e9s \u00e0 la facturation figurent de nouveau en t\u00eate de liste cette ann\u00e9e, alors que les consommateurs tentent de g\u00e9rer la hausse du co\u00fbt de la vie et continuent d\u2019\u00eatre frustr\u00e9s devant les frais qui leur sont factur\u00e9s pour leurs services, a d\u00e9clar\u00e9 Howard Maker, commissaire et directeur g\u00e9n\u00e9ral de la\u202fCPRST. Les plaintes que nous recevons sont souvent complexes et comprennent des probl\u00e8mes tels que des frais inattendus ou des dates de fin de promotion, des frais incorrects ou des augmentations de prix. La\u202fCPRST est l\u00e0 pour aider \u00e0 r\u00e9soudre ces probl\u00e8mes ou d\u2019autres probl\u00e8mes. Nous \u00e9valuons si les fournisseurs de services ont suivi les r\u00e8gles et, s\u2019ils ne l\u2019ont pas fait, nous nous effor\u00e7ons de corriger la situation pour les clients.\u202f\u00bb\u00a0<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:257}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"none\">Voici quelques points saillants du Rapport annuel\u202f2023-2024\u202f:\u00a0\u00a0<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559740&quot;:257,&quot;469777462&quot;:[720,2748],&quot;469777927&quot;:[0,0],&quot;469777928&quot;:[8,1]}\">\u00a0<\/span><\/p>\n<ul>\n<li data-leveltext=\"%1.\" data-font=\"Calibri Light\" data-listid=\"4\" data-list-defn-props=\"{&quot;335552541&quot;:0,&quot;335559685&quot;:643,&quot;335559991&quot;:360,&quot;469769242&quot;:[65533,0],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;%1.&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><b><span data-contrast=\"none\">La facturation est le principal probl\u00e8me soulev\u00e9 dans les plaintes\u202f:<\/span><\/b><span data-contrast=\"auto\"> Nous avons re\u00e7u plus de 17\u202f000\u202fplaintes soulevant des probl\u00e8mes li\u00e9s \u00e0 la facturation, une hausse de 52\u202f% par rapport \u00e0 l\u2019an dernier, alors que la facturation <\/span><span data-contrast=\"none\">repr\u00e9sentait 39\u202f% de tous les probl\u00e8mes \u00e9voqu\u00e9s.<\/span><span data-contrast=\"auto\"> Les principaux probl\u00e8mes li\u00e9s \u00e0 la facturation comprennent les frais inattendus, les augmentations de prix inattendues et le d\u00e9faut de fournir les cr\u00e9dits ou les remboursements promis.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559740&quot;:259,&quot;469777462&quot;:[2748],&quot;469777927&quot;:[0],&quot;469777928&quot;:[1]}\">\u00a0<\/span><\/li>\n<\/ul>\n<ul>\n<li data-leveltext=\"%1.\" data-font=\"Calibri Light\" data-listid=\"4\" data-list-defn-props=\"{&quot;335552541&quot;:0,&quot;335559685&quot;:643,&quot;335559991&quot;:360,&quot;469769242&quot;:[65533,0],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;%1.&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"2\" data-aria-level=\"1\"><b><span data-contrast=\"auto\">Les clients \u00e9prouvent des probl\u00e8mes de rendement du service\u202f:<\/span><\/b><span data-contrast=\"auto\"> Les clients continuent de soulever des probl\u00e8mes concernant les interruptions de service, les vitesses de connexion Internet ou de donn\u00e9es sans fil plus faibles que pr\u00e9vu, la mauvaise qualit\u00e9 audio ou des appels t\u00e9l\u00e9phoniques interrompus. Cette ann\u00e9e, 43\u202f% des plaintes li\u00e9es \u00e0 la qualit\u00e9 du service ont \u00e9t\u00e9 d\u00e9pos\u00e9es par des clients des services sans fil, et 36\u202f%, par des clients des services Internet.\u202f\u202f<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:259,&quot;469777462&quot;:[2748],&quot;469777927&quot;:[0],&quot;469777928&quot;:[1]}\">\u00a0<\/span><\/li>\n<\/ul>\n<ul>\n<li data-leveltext=\"%1.\" data-font=\"Calibri Light\" data-listid=\"4\" data-list-defn-props=\"{&quot;335552541&quot;:0,&quot;335559685&quot;:643,&quot;335559991&quot;:360,&quot;469769242&quot;:[65533,0],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;%1.&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"3\" data-aria-level=\"1\"><b><span data-contrast=\"auto\">Les contrats ne sont pas clairs, et il y manque des renseignements importants\u202f: <\/span><\/b><span data-contrast=\"auto\">Les plaintes exprimant des pr\u00e9occupations au sujet du manque de clart\u00e9 des contrats ont augment\u00e9 de 35\u202f% pour tous les types de services.\u202fChaque ann\u00e9e, les clients des t\u00e9l\u00e9communications et de la t\u00e9l\u00e9vision se plaignent de l\u2019inad\u00e9quation entre ce qu\u2019ils s\u2019attendent \u00e0 recevoir et ce qu\u2019ils re\u00e7oivent r\u00e9ellement, par exemple, ils affirment ne pas conna\u00eetre les d\u00e9tails du contrat ou les limites de tarification promotionnelle et qu\u2019on ne r\u00e9pond pas \u00e0 leurs attentes en mati\u00e8re de niveau de service.<\/span><b><span data-contrast=\"auto\">\u00a0<\/span><\/b><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:259,&quot;469777462&quot;:[2748],&quot;469777927&quot;:[0],&quot;469777928&quot;:[1]}\">\u00a0<\/span><\/li>\n<\/ul>\n<ul>\n<li data-leveltext=\"%1.\" data-font=\"Calibri Light\" data-listid=\"4\" data-list-defn-props=\"{&quot;335552541&quot;:0,&quot;335559685&quot;:643,&quot;335559991&quot;:360,&quot;469769242&quot;:[65533,0],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;%1.&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"4\" data-aria-level=\"1\"><b><span data-contrast=\"auto\">Augmentation inqui\u00e9tante du nombre de probl\u00e8mes li\u00e9s \u00e0 l\u2019annulation d\u2019un service et au changement de fournisseur de services\u202f:<\/span><\/b><span data-contrast=\"auto\"> L\u2019incapacit\u00e9 d\u2019annuler un service est apparue dans les plaintes 47\u202f% plus souvent cette ann\u00e9e, apr\u00e8s un bond de 31\u202f% l\u2019an dernier. Les plaintes relatives \u00e0 l\u2019incapacit\u00e9 de transf\u00e9rer des services sans fil ou t\u00e9l\u00e9phoniques \u00e0 un autre fournisseur ont augment\u00e9 de 25\u202f%, tandis que les pr\u00e9occupations concernant les frais de r\u00e9siliation ont augment\u00e9 de 35\u202f%.\u00a0<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:259,&quot;469777462&quot;:[2748],&quot;469777927&quot;:[0],&quot;469777928&quot;:[1]}\">\u00a0<\/span><\/li>\n<\/ul>\n<ul>\n<li data-leveltext=\"%1.\" data-font=\"Calibri Light,\u6e38\u30b4\u30b7\u30c3\u30af Light\" data-listid=\"4\" data-list-defn-props=\"{&quot;335552541&quot;:0,&quot;335559685&quot;:643,&quot;335559991&quot;:360,&quot;469769242&quot;:[65533,0],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;%1.&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"5\" data-aria-level=\"1\"><b><span data-contrast=\"auto\">Pr\u00e8s de 90\u202f% de toutes les plaintes accept\u00e9es provenaient de clients de 10\u202ffournisseurs de services seulement\u202f:<\/span><\/b><span data-contrast=\"auto\"> Parmi les 436\u202fmarques de services de t\u00e9l\u00e9communications et de t\u00e9l\u00e9vision qui participent \u00e0 la\u202fCPRST, Rogers, Bell et TELUS demeurent dans les trois premi\u00e8res places pour ce qui est du nombre de plaintes re\u00e7ues.\u00a0<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559740&quot;:259}\">\u00a0<\/span><\/li>\n<\/ul>\n<ul>\n<li data-leveltext=\"%1.\" data-font=\"Calibri Light,\u6e38\u30b4\u30b7\u30c3\u30af Light\" data-listid=\"4\" data-list-defn-props=\"{&quot;335552541&quot;:0,&quot;335559685&quot;:643,&quot;335559991&quot;:360,&quot;469769242&quot;:[65533,0],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;%1.&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"6\" data-aria-level=\"1\"><b><span data-contrast=\"auto\">Rogers demeure le fournisseur de services ayant suscit\u00e9 le plus de plaintes\u202f:<\/span><\/b><span data-contrast=\"auto\"> Cette ann\u00e9e, les plaintes des clients de Rogers ont augment\u00e9 de 68\u202f%, ce qui repr\u00e9sente pr\u00e8s du quart du volume total des plaintes d\u00e9pos\u00e9es aupr\u00e8s de la\u202fCPRST.\u00a0<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559740&quot;:259}\">\u00a0<\/span><\/li>\n<\/ul>\n<p><span data-contrast=\"auto\">\u00ab\u202fNous recommandons fortement aux fournisseurs de services de revoir leurs pratiques et leurs contrats afin que tous les d\u00e9tails y soient clairement divulgu\u00e9s, comme les p\u00e9riodes de rabais, les frais d\u2019annulation, les plans de financement d\u2019appareil et les circonstances o\u00f9 les prix peuvent \u00eatre modifi\u00e9s par le fournisseur de services, d\u2019affirmer M.\u202fMaker. De plus, nous encourageons les clients \u00e0 demander des \u00e9claircissements aux fournisseurs de services avant d\u2019accepter un service, et \u00e0 communiquer avec la\u202fCPRST s\u2019ils n\u2019arrivent pas \u00e0 r\u00e9gler une plainte avec leur fournisseur.\u202f\u00bb<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559740&quot;:259,&quot;469777462&quot;:[2748],&quot;469777927&quot;:[0],&quot;469777928&quot;:[1]}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"none\">_____________<\/span><span data-ccp-props=\"{&quot;469777462&quot;:[2748],&quot;469777927&quot;:[0],&quot;469777928&quot;:[1]}\">\u00a0<\/span><\/p>\n<p><b><span data-contrast=\"none\">\u00c0 propos de la\u202fCPRST<\/span><\/b><br \/>\n<span data-contrast=\"auto\">La\u202fCPRST est l\u2019organisme d\u2019ombudsman national et ind\u00e9pendant du Canada dans le secteur des t\u00e9l\u00e9communications et de la t\u00e9l\u00e9vision, qui travaille avec les consommateurs et les fournisseurs de services afin de leur offrir un service de r\u00e8glement des plaintes impartial, \u00e9quitable et efficace. \u00c0 la fin de\u202f2023-2024, 257\u202fde ces marques n\u2019avaient fait l\u2019objet d\u2019aucune plainte, et 95\u202fmarques avaient re\u00e7u 3\u202fplaintes ou moins.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Depuis plus de 16\u202fans, la\u202fCPRST permet \u00e0 sa client\u00e8le de demeurer connect\u00e9e en traitant plus de 190\u202f000\u202fplaintes, dont la plupart sont r\u00e9gl\u00e9es dans les 20\u202fjours. Environ 9\u202fpersonnes sur\u202f10 trouvent une solution satisfaisante gr\u00e2ce \u00e0 notre service offert gratuitement.\u202fLes clients continuent d\u2019\u00eatre extr\u00eamement satisfaits du service re\u00e7u du personnel de la\u202fCPRST et de la facilit\u00e9 avec laquelle ils peuvent <\/span><a href=\"https:\/\/www.ccts-cprst.ca\/fr\/pour-les-consommateurs\/plaintes\/renseignements-necessaires\/\"><span data-contrast=\"none\">d\u00e9poser une plainte<\/span><\/a><span data-contrast=\"auto\"> en ligne.\u202fLes clients sont invit\u00e9s \u00e0 demander de l\u2019aide \u00e0 la\u202fCPRST s\u2019ils ne parviennent pas \u00e0 r\u00e9soudre un diff\u00e9rend avec leur fournisseur de services.\u00a0\u00a0\u00a0<\/span><span data-ccp-props=\"{&quot;335557856&quot;:16777215}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"none\">___<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><b><span data-contrast=\"none\">Personne-ressource pour les m\u00e9dias<\/span><\/b><\/p>\n<p><b><span data-contrast=\"none\">Nasha Brownridge<\/span><\/b><br \/>\n<span data-contrast=\"none\">Directrice, Affaires des intervenants et communications<\/span><br \/>\n<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;335559740&quot;:240}\">\u00a0<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>La\u202fCPRST aide \u00e0 consigner le nombre de consommateurs ayant des plaintes non r\u00e9solues li\u00e9es \u00e0 leurs services de t\u00e9l\u00e9phonie, de t\u00e9l\u00e9vision et d\u2019Internet\u00a0\u00a0\u00a0 Ottawa (le 15\u202fjanvier\u202f2025)\u202f\u2013\u202fLa Commission des plaintes relatives aux services de t\u00e9l\u00e9com-t\u00e9l\u00e9vision\u202f(la\u202fCPRST) a publi\u00e9 son rapport annuel 2023-2024, dans lequel les donn\u00e9es sur les plaintes des consommateurs ainsi que les tendances et les<a class=\"excerpt-read-more\" href=\"https:\/\/www.ccts-cprst.ca\/fr\/les-problemes-lies-a-la-facturation-sont-la-principale-source-des-plaintes-relatives-aux-telecommunications-et-a-la-television\/\" title=\"LuLes probl\u00e8mes li\u00e9s \u00e0 la facturation sont la principale source des plaintes relatives aux t\u00e9l\u00e9communications et \u00e0 la t\u00e9l\u00e9vision, alors que la hausse du co\u00fbt de la vie p\u00e8se sur les consommateurs canadiens\">En lire plus &raquo;<\/a><\/p>\n","protected":false},"author":15,"featured_media":0,"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-11349","post","type-post","status-publish","format-standard","hentry","category-communique-de-presse"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.9 - 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