{"id":12116,"date":"2026-01-14T06:00:46","date_gmt":"2026-01-14T11:00:46","guid":{"rendered":"https:\/\/www.ccts-cprst.ca\/?p=12116"},"modified":"2026-01-14T06:15:55","modified_gmt":"2026-01-14T11:15:55","slug":"les-plaintes-relatives-aux-services-de-telecommunication-et-de-television-continuent-daugmenter-partout-au-canada-rapport-annuel-de-la-cprst","status":"publish","type":"post","link":"https:\/\/www.ccts-cprst.ca\/fr\/les-plaintes-relatives-aux-services-de-telecommunication-et-de-television-continuent-daugmenter-partout-au-canada-rapport-annuel-de-la-cprst\/","title":{"rendered":"Les plaintes relatives aux services de t\u00e9l\u00e9communication et de t\u00e9l\u00e9vision continuent d\u2019augmenter partout au Canada\u202f: rapport annuel de la\u202fCPRST"},"content":{"rendered":"<p><b><span data-contrast=\"auto\">Les probl\u00e8mes de facturation demeurent une pr\u00e9occupation majeure pour la client\u00e8le des services sans fil, internet, de t\u00e9l\u00e9vision et de t\u00e9l\u00e9phonie.<\/span><\/b><span data-ccp-props=\"{&quot;335559739&quot;:0}\">\u00a0<\/span><\/p>\n<p><b><span data-contrast=\"auto\">Ottawa (le 14\u202fjanvier\u202f2026)<\/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)\u00a0<\/span><a href=\"https:\/\/pub.ccts-cprst.ca\/fr\/rapport-annuel-de-2024-2025\/\"><b><span data-contrast=\"none\">a publi\u00e9 son rapport annuel aujourd\u2019hui<\/span><\/b><\/a><span data-contrast=\"auto\">, dans lequel sont pr\u00e9sent\u00e9es les donn\u00e9es cl\u00e9s sur les plaintes des consommatrices et consommateurs ainsi que sur les tendances et les enjeux \u00e9mergents dans le secteur des t\u00e9l\u00e9coms et de la t\u00e9l\u00e9vision au Canada. Alors que les plaintes ont augment\u00e9 de 17\u202f%, la CPRST a continu\u00e9 de faire preuve d\u2019une grande efficacit\u00e9 dans le r\u00e8glement des probl\u00e8mes soulev\u00e9s par la client\u00e8le canadienne des services sans fil, internet, de t\u00e9l\u00e9vision et de t\u00e9l\u00e9phonie.<\/span><span data-ccp-props=\"{&quot;335559739&quot;:0}\">\u00a0<\/span><\/p>\n<h2><b><span data-contrast=\"auto\">Faits saillants du rapport:<\/span><\/b><\/h2>\n<ul>\n<li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"2\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:360,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;multilevel&quot;}\" data-aria-posinset=\"1\" data-aria-level=\"1\"><span data-contrast=\"auto\">La CPRST a accept\u00e9 un nombre record de 23\u202f647\u202fplaintes entre le 1<\/span><span data-contrast=\"auto\">er<\/span><span data-contrast=\"auto\">\u202fao\u00fbt\u202f2024\u00a0et le 31\u202fjuillet\u202f2025.\u00a0<\/span><span data-ccp-props=\"{&quot;335559739&quot;:0}\">\u00a0<\/span><\/li>\n<\/ul>\n<ul>\n<li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"2\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:360,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;multilevel&quot;}\" data-aria-posinset=\"2\" data-aria-level=\"1\"><span data-contrast=\"auto\">Les probl\u00e8mes li\u00e9s \u00e0 la facturation ont augment\u00e9 de 16\u202f%, atteignant leur plus haut niveau depuis cinq ans.<\/span><span data-ccp-props=\"{&quot;335559739&quot;:0}\">\u00a0<\/span><\/li>\n<\/ul>\n<ul>\n<li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"2\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:360,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;multilevel&quot;}\" data-aria-posinset=\"3\" data-aria-level=\"1\"><span data-contrast=\"auto\">Les probl\u00e8mes li\u00e9s aux services de t\u00e9l\u00e9vision ont augment\u00e9 de 44\u202f% cette ann\u00e9e.<\/span><span data-ccp-props=\"{&quot;335559739&quot;:0}\">\u00a0<\/span><\/li>\n<\/ul>\n<ul>\n<li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"2\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:360,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;multilevel&quot;}\" data-aria-posinset=\"4\" data-aria-level=\"1\"><span data-contrast=\"auto\">Les services sans fil repr\u00e9sentaient plus de la moiti\u00e9 des probl\u00e8mes soulev\u00e9s dans les plaintes.<\/span><span data-ccp-props=\"{&quot;335559739&quot;:0}\">\u00a0<\/span><\/li>\n<\/ul>\n<ul>\n<li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"2\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:360,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;multilevel&quot;}\" data-aria-posinset=\"5\" data-aria-level=\"1\"><span data-contrast=\"auto\">Rogers\u202f\u2013 qui comprend d\u00e9sormais Shaw\u202f\u2013 est le fournisseur de services ayant le plus grand nombre de plaintes accept\u00e9es (27\u202f%), suivi de TELUS (21\u202f%) et Bell (17\u202f%).\u00a0<\/span><span data-ccp-props=\"{&quot;335559739&quot;:0}\">\u00a0<\/span><\/li>\n<\/ul>\n<ul>\n<li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"2\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:360,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;multilevel&quot;}\" data-aria-posinset=\"6\" data-aria-level=\"1\"><span data-contrast=\"auto\">Parmi les trois fournisseurs les plus critiqu\u00e9s, TELUS affiche la plus forte augmentation du nombre de plaintes accept\u00e9es (78\u202f%) par rapport \u00e0 l\u2019ann\u00e9e derni\u00e8re. Rogers\/Shaw et Bell ont enregistr\u00e9 une augmentation des plaintes \u00e9quivalente \u00e0 celle observ\u00e9e chez l\u2019ensemble des fournisseurs, soit 17\u202f%.<\/span><span data-ccp-props=\"{&quot;335559739&quot;:0}\">\u00a0<\/span><\/li>\n<\/ul>\n<p><span data-contrast=\"auto\">\u00ab\u202fLa CPRST travaille en \u00e9troite collaboration avec la client\u00e8le et les fournisseurs de services pour r\u00e9soudre les plaintes, explique Jos\u00e9e\u202fBidal\u202fThibault, la\u00a0<\/span><a href=\"https:\/\/www.ccts-cprst.ca\/fr\/la-cprst-nomme-une-nouvelle-commissaire-et-directrice-generale\/\"><span data-contrast=\"auto\">nouvelle commissaire et directrice g\u00e9n\u00e9rale<\/span><\/a><span data-contrast=\"auto\">\u00a0de la\u202fCPRST. Les probl\u00e8mes non r\u00e9solus li\u00e9s aux services de t\u00e9l\u00e9com et de t\u00e9l\u00e9vision peuvent \u00eatre tr\u00e8s frustrants pour les consommatrices et consommateurs. Nos rapports mettent en \u00e9vidence les tendances en mati\u00e8re de plaintes et les probl\u00e8mes \u00e9mergents, offrant ainsi aux fournisseurs de services des informations pr\u00e9cieuses pour am\u00e9liorer l\u2019exp\u00e9rience client et contribuer \u00e0 r\u00e9duire le nombre de plaintes \u00e0 l\u2019avenir. Les clientes et clients peuvent demander de l\u2019aide \u00e0 la\u202fCPRST s\u2019ils ne parviennent pas \u00e0 r\u00e9soudre un diff\u00e9rend avec leur fournisseur de services. Nous offrons un service gratuit et nous sommes l\u00e0 pour vous aider.\u202f\u00bb<\/span><span data-ccp-props=\"{&quot;335559739&quot;:0}\">\u00a0<\/span><\/p>\n<h2><b><span data-contrast=\"auto\">Les probl\u00e8mes de facturation repr\u00e9sentent 46\u202f% de l\u2019ensemble des probl\u00e8mes soulev\u00e9s dans les plaintes<\/span><\/b><span data-ccp-props=\"{&quot;335559739&quot;:0}\">\u00a0<\/span><\/h2>\n<p><span data-contrast=\"auto\">La facturation est le principal sujet de plainte dans les secteurs des t\u00e9l\u00e9communications et de la t\u00e9l\u00e9vision au Canada, les frais incorrects et les cr\u00e9dits manquants repr\u00e9sentant la plus grande partie des probl\u00e8mes li\u00e9s \u00e0 la facturation.\u00a0<\/span><span data-ccp-props=\"{&quot;335559739&quot;:0}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">\u00ab\u202fLa CPRST re\u00e7oit souvent des plaintes de personnes dont l\u2019exp\u00e9rience n\u2019a pas \u00e9t\u00e9 \u00e0 la hauteur de leurs attentes, explique Mme\u202fBidal\u202fThibault. Une communication claire d\u00e8s le d\u00e9part de la part des fournisseurs de services permet d\u2019instaurer la confiance et de d\u00e9finir des attentes pr\u00e9cises pour les deux parties. Cela aide les gens \u00e0 bien comprendre les termes de leur contrat et permet d\u2019\u00e9viter toute confusion et toute r\u00e9clamation.\u00a0<\/span><span data-ccp-props=\"{&quot;335559739&quot;:0}\">\u00a0<\/span><\/p>\n<h2><b><span data-contrast=\"auto\">Les cas de rupture de contrat ont augment\u00e9 de 121\u202f%<\/span><\/b><span data-ccp-props=\"{&quot;335559739&quot;:0}\">\u00a0<\/span><\/h2>\n<p><span data-contrast=\"auto\">Cette ann\u00e9e, les clientes et clients se sont plaints plus souvent du non-respect des clauses contractuelles par leur fournisseur. Ces types de probl\u00e8mes comprennent des fonctionnalit\u00e9s promises qui faisaient d\u00e9faut, des frais appliqu\u00e9s de mani\u00e8re inattendue ou des conditions convenues qui semblaient avoir chang\u00e9 en cours de contrat.<\/span><b><span data-contrast=\"auto\">\u00a0<\/span><\/b><span data-ccp-props=\"{&quot;335559739&quot;:0}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">\u00ab\u202fLes fournisseurs doivent s\u2019assurer que les gens comprennent parfaitement ce qu\u2019ils re\u00e7oivent, explique Mme\u202fBidal\u202fThibault. Ils devraient conserver une copie de toutes les ententes sign\u00e9es et de toutes les communications avec leur fournisseur, telles que les transcriptions de clavardage ou les courriels. Cela peut \u00eatre utile en cas de malentendu. Les clientes et clients doivent toujours contacter rapidement leur fournisseur s\u2019ils constatent des frais impr\u00e9vus ou des changements soudains sur leur compte.<\/span><span data-ccp-props=\"{&quot;335559739&quot;:0}\">\u00a0<\/span><\/p>\n<h2><b><span data-contrast=\"auto\">Les probl\u00e8mes li\u00e9s \u00e0 la prestation de services restent un point sensible pour la client\u00e8le<\/span><\/b><\/h2>\n<p><span data-contrast=\"auto\">Chaque ann\u00e9e, la\u202fCPRST est contact\u00e9e par des gens qui rencontrent des probl\u00e8mes tels que des interruptions intermittentes du service, une perte compl\u00e8te du service et des retards dans l\u2019installation ou la r\u00e9siliation d\u2019un service. Plus de 10\u202f000\u202fprobl\u00e8mes li\u00e9s \u00e0 la prestation des services ont \u00e9t\u00e9 soulev\u00e9s dans les plaintes au cours de la p\u00e9riode vis\u00e9e par le rapport de la\u202fCPRST, ce qui repr\u00e9sente 25\u202f% de tous les probl\u00e8mes soulev\u00e9s.\u00a0<\/span><span data-ccp-props=\"{&quot;335559739&quot;:0,&quot;469777462&quot;:[720],&quot;469777927&quot;:[0],&quot;469777928&quot;:[8]}\">\u00a0<\/span><\/p>\n<h2><b><span data-contrast=\"auto\">\u00c0 propos de la Commission des plaintes relatives aux services de t\u00e9l\u00e9com-t\u00e9l\u00e9vision (CPRST)<\/span><\/b><span data-ccp-props=\"{&quot;335557856&quot;:15921906,&quot;335559739&quot;:0}\">\u00a0<\/span><\/h2>\n<p><span data-contrast=\"auto\">La CPRST est l\u2019organisme national et ind\u00e9pendant du Canada qui s\u2019occupe de r\u00e9gler les diff\u00e9rends entre les fournisseurs de services de t\u00e9l\u00e9com et de t\u00e9l\u00e9vision et leur client\u00e8le. Elle veille \u00e0 ce que les fournisseurs respectent leurs obligations et \u00e0 ce que les plaintes soient trait\u00e9es de mani\u00e8re \u00e9quitable et efficace, conform\u00e9ment aux r\u00e8gles \u00e9tablies par le Conseil de la radiodiffusion et des t\u00e9l\u00e9communications canadiennes (CRTC). La\u202fCPRST fournit gratuitement des services de r\u00e8glement des plaintes impartiaux et efficaces au public consommateur. Les clients et clientes qui ne parviennent pas \u00e0 r\u00e9gler un diff\u00e9rend avec leur fournisseur de services peuvent trouver plus de d\u00e9tails ou d\u00e9poser une plainte en ligne \u00e0 l\u2019adresse\u00a0<\/span><a href=\"https:\/\/www.ccts-cprst.ca\/fr\/pour-les-consommateurs\/plaintes\/processus-de-traitement-des-plaintes\/\"><b><span data-contrast=\"none\">ccts-cprst.ca<\/span><\/b><\/a><span data-contrast=\"auto\">.\u202f<\/span><span data-ccp-props=\"{&quot;335557856&quot;:15921906,&quot;335559739&quot;:0}\">\u00a0<\/span><\/p>\n<p><b><span data-contrast=\"auto\">Personne-ressource des m\u00e9dias<\/span><\/b><span data-contrast=\"auto\">\u202f: Nasha\u202fBrownridge, directrice, affaires des intervenants et communications,\u00a0<\/span><a href=\"mailto:communications@ccts-cprst.ca\"><b><span data-contrast=\"none\">communications@ccts-cprst.ca<\/span><\/b><\/a><span data-ccp-props=\"{&quot;335557856&quot;:15921906,&quot;335559739&quot;:0}\">\u00a0<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Les probl\u00e8mes de facturation demeurent une pr\u00e9occupation majeure pour la client\u00e8le des services sans fil, internet, de t\u00e9l\u00e9vision et de t\u00e9l\u00e9phonie.\u00a0 Ottawa (le 14\u202fjanvier\u202f2026)\u202f\u2013\u202fLa Commission des plaintes relatives aux services de t\u00e9l\u00e9com-t\u00e9l\u00e9vision\u202f(la\u202fCPRST)\u00a0a publi\u00e9 son rapport annuel aujourd\u2019hui, dans lequel sont pr\u00e9sent\u00e9es les donn\u00e9es cl\u00e9s sur les plaintes des consommatrices et consommateurs ainsi que sur les<a class=\"excerpt-read-more\" href=\"https:\/\/www.ccts-cprst.ca\/fr\/les-plaintes-relatives-aux-services-de-telecommunication-et-de-television-continuent-daugmenter-partout-au-canada-rapport-annuel-de-la-cprst\/\" title=\"LuLes plaintes relatives aux services de t\u00e9l\u00e9communication et de t\u00e9l\u00e9vision continuent d\u2019augmenter partout au Canada\u202f: rapport annuel de la\u202fCPRST\">En lire plus &raquo;<\/a><\/p>\n","protected":false},"author":17,"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-12116","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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