{"id":12995,"date":"2026-09-02T14:21:48","date_gmt":"2026-09-02T18:21:48","guid":{"rendered":"https:\/\/www.ccts-cprst.ca\/?p=12995"},"modified":"2026-09-02T14:28:10","modified_gmt":"2026-09-02T18:28:10","slug":"quels-frais-sont-admissibles","status":"publish","type":"post","link":"https:\/\/www.ccts-cprst.ca\/fr\/quels-frais-sont-admissibles\/","title":{"rendered":"Quels sont les frais que mon fournisseur de services peut me facturer?"},"content":{"rendered":"<p><span class=\"TextRun SCXW115631295 BCX8\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW115631295 BCX8\">Les frais <\/span><span class=\"NormalTextRun SpellingErrorV2Themed SCXW115631295 BCX8\">suppl\u00e9mentaires<\/span><span class=\"NormalTextRun SCXW115631295 BCX8\"> ne <\/span><span class=\"NormalTextRun SpellingErrorV2Themed SCXW115631295 BCX8\">devraient<\/span><span class=\"NormalTextRun SCXW115631295 BCX8\"> pas <\/span><span class=\"NormalTextRun SpellingErrorV2Themed SCXW115631295 BCX8\">constituer<\/span><span class=\"NormalTextRun SCXW115631295 BCX8\"> un obstacle qui <\/span><span class=\"NormalTextRun SpellingErrorV2Themed SCXW115631295 BCX8\">emp\u00eache<\/span><span class=\"NormalTextRun SCXW115631295 BCX8\"> la client\u00e8le <\/span><span class=\"NormalTextRun SpellingErrorV2Themed SCXW115631295 BCX8\">d\u2019activer<\/span> <span class=\"NormalTextRun SpellingErrorV2Themed SCXW115631295 BCX8\">ou<\/span><span class=\"NormalTextRun SCXW115631295 BCX8\"> de modifier <\/span><span class=\"NormalTextRun SpellingErrorV2Themed SCXW115631295 BCX8\">ses<\/span><span class=\"NormalTextRun SCXW115631295 BCX8\"> services Internet <\/span><span class=\"NormalTextRun SpellingErrorV2Themed SCXW115631295 BCX8\">ou<\/span><span class=\"NormalTextRun SCXW115631295 BCX8\"> sans fil. Pour <\/span><span class=\"NormalTextRun SpellingErrorV2Themed SCXW115631295 BCX8\">r\u00e9pondre<\/span><span class=\"NormalTextRun SCXW115631295 BCX8\"> \u00e0 <\/span><span class=\"NormalTextRun SpellingErrorV2Themed SCXW115631295 BCX8\">cette<\/span> <span class=\"NormalTextRun SpellingErrorV2Themed SCXW115631295 BCX8\">pr\u00e9occupation<\/span><span class=\"NormalTextRun SCXW115631295 BCX8\">, le Conseil de la <\/span><span class=\"NormalTextRun SpellingErrorV2Themed SCXW115631295 BCX8\">radiodiffusion<\/span><span class=\"NormalTextRun SCXW115631295 BCX8\"> et des <\/span><span class=\"NormalTextRun SpellingErrorV2Themed SCXW115631295 BCX8\">t\u00e9l\u00e9communications<\/span> <span class=\"NormalTextRun SpellingErrorV2Themed SCXW115631295 BCX8\">canadiennes<\/span><span class=\"NormalTextRun SCXW115631295 BCX8\"> (CRTC) <\/span><span class=\"NormalTextRun ContextualSpellingAndGrammarErrorV2Themed SCXW115631295 BCX8\">a<\/span> <span class=\"NormalTextRun SpellingErrorV2Themed SCXW115631295 BCX8\">adopt\u00e9<\/span><span class=\"NormalTextRun SCXW115631295 BCX8\"> des <\/span><span class=\"NormalTextRun SpellingErrorV2Themed SCXW115631295 BCX8\">r\u00e8gles<\/span><span class=\"NormalTextRun SCXW115631295 BCX8\"> qui <\/span><span class=\"NormalTextRun SpellingErrorV2Themed SCXW115631295 BCX8\">limitent<\/span><span class=\"NormalTextRun SCXW115631295 BCX8\"> les types de frais <\/span><span class=\"NormalTextRun SpellingErrorV2Themed SCXW115631295 BCX8\">que<\/span><span class=\"NormalTextRun SCXW115631295 BCX8\"> la <\/span><span class=\"NormalTextRun SpellingErrorV2Themed SCXW115631295 BCX8\">plupart<\/span><span class=\"NormalTextRun SCXW115631295 BCX8\"> des <\/span><span class=\"NormalTextRun SpellingErrorV2Themed SCXW115631295 BCX8\">fournisseurs<\/span><span class=\"NormalTextRun SCXW115631295 BCX8\"> de services de <\/span><span class=\"NormalTextRun SpellingErrorV2Themed SCXW115631295 BCX8\">t\u00e9l\u00e9communication<\/span> <span class=\"NormalTextRun SpellingErrorV2Themed SCXW115631295 BCX8\">peuvent<\/span> <span class=\"NormalTextRun SpellingErrorV2Themed SCXW115631295 BCX8\">facturer<\/span><span class=\"NormalTextRun SCXW115631295 BCX8\">. En vertu de <\/span><span class=\"NormalTextRun SpellingErrorV2Themed SCXW115631295 BCX8\">cette<\/span> <span class=\"NormalTextRun SpellingErrorV2Themed SCXW115631295 BCX8\">d\u00e9cision<\/span><span class=\"NormalTextRun SCXW115631295 BCX8\"> du CRTC, la <\/span><span class=\"NormalTextRun SpellingErrorV2Themed SCXW115631295 BCX8\">plupart<\/span><span class=\"NormalTextRun SCXW115631295 BCX8\"> des <\/span><span class=\"NormalTextRun SpellingErrorV2Themed SCXW115631295 BCX8\">fournisseurs<\/span><span class=\"NormalTextRun SCXW115631295 BCX8\"> de services au Canada ne <\/span><span class=\"NormalTextRun SpellingErrorV2Themed SCXW115631295 BCX8\">peuvent<\/span><span class=\"NormalTextRun SCXW115631295 BCX8\"> plus <\/span><span class=\"NormalTextRun SpellingErrorV2Themed SCXW115631295 BCX8\">exiger<\/span> <span class=\"NormalTextRun SpellingErrorV2Themed SCXW115631295 BCX8\">certains<\/span><span class=\"NormalTextRun SCXW115631295 BCX8\"> frais pour <\/span><span class=\"NormalTextRun SpellingErrorV2Themed SCXW115631295 BCX8\">leurs<\/span><span class=\"NormalTextRun SCXW115631295 BCX8\"> services.<\/span><\/span><span class=\"EOP Selected SCXW115631295 BCX8\" data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:140,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<h2><span class=\"TextRun SCXW22002184 BCX8\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"none\"><span class=\"NormalTextRun SCXW22002184 BCX8\" data-ccp-parastyle=\"heading 2\">Les <\/span><span class=\"NormalTextRun SpellingErrorV2Themed SCXW22002184 BCX8\" data-ccp-parastyle=\"heading 2\">nouvelles<\/span> <span class=\"NormalTextRun SpellingErrorV2Themed SCXW22002184 BCX8\" data-ccp-parastyle=\"heading 2\">r\u00e8gles<\/span> <span class=\"NormalTextRun SpellingErrorV2Themed SCXW22002184 BCX8\" data-ccp-parastyle=\"heading 2\">en<\/span> <span class=\"NormalTextRun SpellingErrorV2Themed SCXW22002184 BCX8\" data-ccp-parastyle=\"heading 2\">bref<\/span><\/span><\/h2>\n<p><span data-contrast=\"auto\">Depuis le 12 juin 2026, la plupart des fournisseurs de services ne peuvent g\u00e9n\u00e9ralement pas facturer de frais pour l\u2019activation de services Internet ou sans fil ni pour la modification d\u2019un forfait existant.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:140,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Il existe deux principales exceptions \u00e0 cette r\u00e8gle. Les fournisseurs de services Internet et sans fil peuvent vous facturer des frais dans les situations suivantes :<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:140,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<ul>\n<li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"1\" 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;singleLevel&quot;}\" data-aria-posinset=\"1\" data-aria-level=\"1\"><span data-contrast=\"auto\">L\u2019activation ou la modification d\u2019un service sans fil ou Internet n\u00e9cessite la visite d\u2019une personne technicienne \u00e0 votre domicile ou \u00e0 votre entreprise pour installer le service ou l\u2019\u00e9quipement connexe.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:140,&quot;335559740&quot;:259}\">\u00a0<\/span><\/li>\n<\/ul>\n<ul>\n<li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"1\" 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;singleLevel&quot;}\" data-aria-posinset=\"2\" data-aria-level=\"1\"><span data-contrast=\"auto\">Vous acceptez express\u00e9ment d\u2019acheter un produit ou un service facultatif.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:140,&quot;335559740&quot;:259}\">\u00a0<\/span><\/li>\n<\/ul>\n<h2><span class=\"NormalTextRun SCXW187557040 BCX8\" data-ccp-parastyle=\"heading 2\">Mon <\/span><span class=\"NormalTextRun SpellingErrorV2Themed SCXW187557040 BCX8\" data-ccp-parastyle=\"heading 2\">fournisseur<\/span><span class=\"NormalTextRun SCXW187557040 BCX8\" data-ccp-parastyle=\"heading 2\"> de services <\/span><span class=\"NormalTextRun SpellingErrorV2Themed SCXW187557040 BCX8\" data-ccp-parastyle=\"heading 2\">peut<\/span><span class=\"NormalTextRun SCXW187557040 BCX8\" data-ccp-parastyle=\"heading 2\">-il me <\/span><span class=\"NormalTextRun SpellingErrorV2Themed SCXW187557040 BCX8\" data-ccp-parastyle=\"heading 2\">facturer<\/span> <span class=\"NormalTextRun SpellingErrorV2Themed SCXW187557040 BCX8\" data-ccp-parastyle=\"heading 2\">ces<\/span><span class=\"NormalTextRun SCXW187557040 BCX8\" data-ccp-parastyle=\"heading 2\"> frais?<\/span><\/h2>\n<p><span data-contrast=\"auto\">Si vous ne savez pas si votre fournisseur de services peut vous facturer certains frais, commencez par lui demander des explications. Dans bien des cas, vous pourrez r\u00e9gler le probl\u00e8me plus rapidement en communiquant directement avec votre fournisseur.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:140,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Votre fournisseur de services n\u2019est probablement <\/span><b><span data-contrast=\"auto\">pas autoris\u00e9<\/span><\/b><span data-contrast=\"auto\"> \u00e0 facturer des frais d\u2019activation ou de modification si <\/span><b><span data-contrast=\"auto\">les trois conditions suivantes sont r\u00e9unies<\/span><\/b><span data-contrast=\"auto\"> :<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:140,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<ul>\n<li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"1\" 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;singleLevel&quot;}\" data-aria-posinset=\"3\" data-aria-level=\"1\"><span data-contrast=\"auto\">Vous activez un nouveau forfait Internet ou sans fil, ou vous modifiez un forfait existant.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:140,&quot;335559740&quot;:259}\">\u00a0<\/span><\/li>\n<\/ul>\n<ul>\n<li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"1\" 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;singleLevel&quot;}\" data-aria-posinset=\"4\" data-aria-level=\"1\"><span data-contrast=\"auto\">Vous avez choisi <\/span><b><span data-contrast=\"auto\">de ne pas acheter<\/span><\/b><span data-contrast=\"auto\"> d\u2019\u00e9quipement ou de service facultatif.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:140,&quot;335559740&quot;:259}\">\u00a0<\/span><\/li>\n<\/ul>\n<ul>\n<li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"1\" 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;singleLevel&quot;}\" data-aria-posinset=\"5\" data-aria-level=\"1\"><span data-contrast=\"auto\">Votre fournisseur vous a factur\u00e9 ces frais <\/span><b><span data-contrast=\"auto\">apr\u00e8s le 12 juin 2026<\/span><\/b><span data-contrast=\"auto\">.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:140,&quot;335559740&quot;:259}\">\u00a0<\/span><\/li>\n<\/ul>\n<p><span data-contrast=\"auto\">Si votre fournisseur vous a factur\u00e9 de tels frais et que les trois conditions ci-dessus s\u2019appliquent, vous devriez communiquer directement avec votre fournisseur pour contester les frais.<\/span><\/p>\n<h2><span class=\"NormalTextRun SpellingErrorV2Themed SCXW180367003 BCX8\" data-ccp-parastyle=\"heading 2\">Dois<\/span><span class=\"NormalTextRun SCXW180367003 BCX8\" data-ccp-parastyle=\"heading 2\">-je payer <\/span><span class=\"NormalTextRun SpellingErrorV2Themed SCXW180367003 BCX8\" data-ccp-parastyle=\"heading 2\">ces<\/span><span class=\"NormalTextRun SCXW180367003 BCX8\" data-ccp-parastyle=\"heading 2\"> frais? Quand la CPRST <\/span><span class=\"NormalTextRun SpellingErrorV2Themed SCXW180367003 BCX8\" data-ccp-parastyle=\"heading 2\">peut-elle<\/span> <span class=\"NormalTextRun SpellingErrorV2Themed SCXW180367003 BCX8\" data-ccp-parastyle=\"heading 2\">m\u2019aider<\/span><span class=\"NormalTextRun SCXW180367003 BCX8\" data-ccp-parastyle=\"heading 2\">?<\/span><\/h2>\n<p><span data-contrast=\"auto\">Si vous croyez que votre fournisseur de services vous a factur\u00e9 des frais qu\u2019il n\u2019est pas autoris\u00e9 \u00e0 exiger, voici ce que vous devriez faire :<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:140,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<ul>\n<li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"1\" 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;singleLevel&quot;}\" data-aria-posinset=\"6\" data-aria-level=\"1\"><span data-contrast=\"auto\">Communiquez directement avec votre fournisseur pour contester les frais. Expliquez pourquoi vous croyez qu\u2019ils ne sont pas permis.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:140,&quot;335559740&quot;:259}\">\u00a0<\/span><\/li>\n<li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"1\" 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;singleLevel&quot;}\" data-aria-posinset=\"6\" data-aria-level=\"1\"><span data-contrast=\"auto\">Donnez \u00e0 votre fournisseur l\u2019occasion de r\u00e9pondre \u00e0 vos pr\u00e9occupations et d\u2019expliquer pourquoi les frais ont \u00e9t\u00e9 factur\u00e9s. Pour ce faire :<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:140,&quot;335559740&quot;:259}\">\u00a0<\/span>\n<ul>\n<li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"1\" 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;singleLevel&quot;}\" data-aria-posinset=\"6\" data-aria-level=\"1\"><span data-contrast=\"auto\">parlez \u00e0 une personne repr\u00e9sentante par t\u00e9l\u00e9phone ou par clavardage et expliquez clairement vos pr\u00e9occupations;<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:140,&quot;335559740&quot;:259}\">\u00a0<\/span><\/li>\n<li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"1\" 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;singleLevel&quot;}\" data-aria-posinset=\"6\" data-aria-level=\"1\"><span data-contrast=\"auto\">donnez \u00e0 votre fournisseur de services une occasion raisonnable de corriger le probl\u00e8me.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:140,&quot;335559740&quot;:259}\">\u00a0<\/span><\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<ul>\n<li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"1\" 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;singleLevel&quot;}\" data-aria-posinset=\"8\" data-aria-level=\"1\"><span data-contrast=\"auto\">Conservez, dans la mesure du possible, les dates et les heures de vos \u00e9changes avec votre fournisseur, les explications re\u00e7ues et le r\u00e9sultat de vos discussions.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:140,&quot;335559740&quot;:259}\">\u00a0<\/span><\/li>\n<\/ul>\n<ul>\n<li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"1\" 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;singleLevel&quot;}\" data-aria-posinset=\"9\" data-aria-level=\"1\"><span data-contrast=\"auto\">Si votre fournisseur refuse d\u2019annuler des frais que vous croyez interdits ou si vous n\u2019\u00eates pas d\u2019accord avec les explications fournies, vous pouvez <\/span><a href=\"https:\/\/www.ccts-cprst.ca\/fr\/pour-les-consommateurs\/plaintes\/plaintes-services-telecom\/\"><span data-contrast=\"none\">d\u00e9poser une plainte aupr\u00e8s de la CPRST<\/span><\/a><span data-contrast=\"auto\">.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:140,&quot;335559740&quot;:259}\">\u00a0<\/span><\/li>\n<\/ul>\n<h3 aria-level=\"3\"><b><span data-contrast=\"none\">Points importants<\/span><\/b><span data-ccp-props=\"{&quot;134245418&quot;:true,&quot;134245529&quot;:true,&quot;201341983&quot;:0,&quot;335559738&quot;:200,&quot;335559739&quot;:80,&quot;335559740&quot;:259}\">\u00a0<\/span><\/h3>\n<p><b><span data-contrast=\"auto\">La CPRST ne peut pas modifier le montant des frais ou les prix que les fournisseurs de services facturent conform\u00e9ment aux modalit\u00e9s de votre contrat. Nous pouvons toutefois vous aider si les frais factur\u00e9s ne respectent pas les conditions de service, votre contrat ou d\u2019autres r\u00e8gles du CRTC.<\/span><\/b><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:140,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Pendant l\u2019examen de votre plainte, vous devriez continuer \u00e0 payer les montants de votre facture que vous ne contestez pas. Par exemple, si vous contestez des frais d\u2019activation de 30 $, vous pouvez choisir de ne pas payer ce montant pendant que la CPRST examine la plainte, mais vous devriez payer le reste de votre facture. Si la CPRST conclut que les frais contest\u00e9s n\u2019\u00e9taient pas l\u00e9gitimes, le fournisseur devra les retirer. Toutefois, si la CPRST conclut que les frais \u00e9taient permis, vous demeurerez responsable de leur paiement.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:140,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<h3><span class=\"NormalTextRun SCXW235863536 BCX8\" data-ccp-parastyle=\"heading 1\">Frais <\/span><span class=\"NormalTextRun SpellingErrorV2Themed SCXW235863536 BCX8\" data-ccp-parastyle=\"heading 1\">que<\/span> <span class=\"NormalTextRun SpellingErrorV2Themed SCXW235863536 BCX8\" data-ccp-parastyle=\"heading 1\">votre<\/span> <span class=\"NormalTextRun SpellingErrorV2Themed SCXW235863536 BCX8\" data-ccp-parastyle=\"heading 1\">fournisseur<\/span><span class=\"NormalTextRun SCXW235863536 BCX8\" data-ccp-parastyle=\"heading 1\"> de services <\/span><span class=\"NormalTextRun SpellingErrorV2Themed SCXW235863536 BCX8\" data-ccp-parastyle=\"heading 1\">peut<\/span><span class=\"NormalTextRun SCXW235863536 BCX8\" data-ccp-parastyle=\"heading 1\"> vous <\/span><span class=\"NormalTextRun SpellingErrorV2Themed SCXW235863536 BCX8\" data-ccp-parastyle=\"heading 1\">facturer<\/span><\/h3>\n<p><span data-contrast=\"auto\">Certains frais peuvent \u00eatre factur\u00e9s selon les modalit\u00e9s de votre contrat, de votre entente de services ou de votre entente de financement. Des frais d\u2019activation ou de modification peuvent \u00eatre exig\u00e9s lorsqu\u2019ils sont li\u00e9s \u00e0 l\u2019installation physique d\u2019un service \u00e0 votre domicile.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:140,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Les fournisseurs de services peuvent g\u00e9n\u00e9ralement facturer des frais qui ne sont pas li\u00e9s \u00e0 l\u2019activation ou \u00e0 la modification d\u2019un forfait, comme des frais de rebranchement apr\u00e8s une interruption de service pour non-paiement, des frais de r\u00e9impression de facture ou des frais de maintien du service 3G. Ils peuvent aussi facturer certains frais d\u2019annulation pr\u00e9vus au contrat, comme des frais pour un \u00e9quipement non retourn\u00e9, le solde impay\u00e9 d\u2019un appareil financ\u00e9 et des frais de r\u00e9siliation anticip\u00e9e d\u2019un contrat de services Internet \u00e0 dur\u00e9e d\u00e9termin\u00e9e.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:140,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Si vous d\u00e9posez une plainte aupr\u00e8s de la CPRST parce que vous croyez que votre fournisseur n\u2019est pas autoris\u00e9 \u00e0 facturer certains frais, nous pourrions vous demander d\u2019expliquer pourquoi vous croyez que ces frais ne sont pas permis. Cela nous aide \u00e0 d\u00e9terminer si nous pouvons accepter votre plainte.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:140,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Si la CPRST accepte votre plainte et m\u00e8ne une enqu\u00eate, elle pourrait conclure que le fournisseur \u00e9tait autoris\u00e9 \u00e0 facturer les frais. Dans ce cas, le fournisseur de services n\u2019aurait aucun changement \u00e0 apporter.<\/span><\/p>\n<h2><span class=\"TextRun SCXW167387038 BCX8\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"none\"><span class=\"NormalTextRun SCXW167387038 BCX8\" data-ccp-parastyle=\"heading 2\">Frais <\/span><span class=\"NormalTextRun SpellingErrorV2Themed SCXW167387038 BCX8\" data-ccp-parastyle=\"heading 2\">que<\/span> <span class=\"NormalTextRun SpellingErrorV2Themed SCXW167387038 BCX8\" data-ccp-parastyle=\"heading 2\">votre<\/span> <span class=\"NormalTextRun SpellingErrorV2Themed SCXW167387038 BCX8\" data-ccp-parastyle=\"heading 2\">fournisseur<\/span><span class=\"NormalTextRun SCXW167387038 BCX8\" data-ccp-parastyle=\"heading 2\"> de services ne <\/span><span class=\"NormalTextRun SpellingErrorV2Themed SCXW167387038 BCX8\" data-ccp-parastyle=\"heading 2\">peut<\/span><span class=\"NormalTextRun SCXW167387038 BCX8\" data-ccp-parastyle=\"heading 2\"> pas vous <\/span><span class=\"NormalTextRun SpellingErrorV2Themed SCXW167387038 BCX8\" data-ccp-parastyle=\"heading 2\">facturer<\/span><span class=\"NormalTextRun SCXW167387038 BCX8\" data-ccp-parastyle=\"heading 2\"> apr\u00e8s le 12 <\/span><span class=\"NormalTextRun SpellingErrorV2Themed SCXW167387038 BCX8\" data-ccp-parastyle=\"heading 2\">juin<\/span><span class=\"NormalTextRun SCXW167387038 BCX8\" data-ccp-parastyle=\"heading 2\"> 2026<\/span><\/span><span class=\"EOP Selected SCXW167387038 BCX8\" data-ccp-props=\"{&quot;134245418&quot;:true,&quot;134245529&quot;:true,&quot;201341983&quot;:0,&quot;335559738&quot;:240,&quot;335559739&quot;:100,&quot;335559740&quot;:259}\">\u00a0<\/span><\/h2>\n<p><span data-contrast=\"auto\">Depuis le 12 juin 2026, la plupart des fournisseurs de services Internet et sans fil ne peuvent plus facturer certains frais li\u00e9s \u00e0 l\u2019activation d\u2019un nouveau forfait ou \u00e0 la modification d\u2019un forfait existant, notamment :<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:140,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<ul>\n<li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"1\" 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;singleLevel&quot;}\" data-aria-posinset=\"10\" data-aria-level=\"1\"><b><span data-contrast=\"auto\">Les frais d\u2019activation<\/span><\/b><span data-contrast=\"auto\"> (par exemple, les frais d\u2019ouverture de compte, de raccordement du service, de mise en service ou d\u2019inscription).<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:140,&quot;335559740&quot;:259}\">\u00a0<\/span><\/li>\n<\/ul>\n<ul>\n<li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"1\" 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;singleLevel&quot;}\" data-aria-posinset=\"11\" data-aria-level=\"1\"><b><span data-contrast=\"auto\">Les frais d\u2019installation<\/span><\/b><span data-contrast=\"auto\"> lorsqu\u2019aucune visite \u00e0 votre domicile par une personne technicienne n\u2019est n\u00e9cessaire.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:140,&quot;335559740&quot;:259}\">\u00a0<\/span><\/li>\n<\/ul>\n<ul>\n<li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"1\" 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;singleLevel&quot;}\" data-aria-posinset=\"12\" data-aria-level=\"1\"><b><span data-contrast=\"auto\">Les frais de modification<\/span><\/b><span data-contrast=\"auto\"> lorsqu\u2019aucune visite \u00e0 votre domicile par une personne technicienne n\u2019est n\u00e9cessaire, par exemple pour modifier un forfait, apporter des changements \u00e0 un service ou modifier la vitesse d\u2019un service Internet.<\/span><\/li>\n<\/ul>\n<h2><span class=\"NormalTextRun SpellingErrorV2Themed SCXW30817193 BCX8\" data-ccp-parastyle=\"heading 3\">Certains<\/span><span class=\"NormalTextRun SCXW30817193 BCX8\" data-ccp-parastyle=\"heading 3\"> nouveaux frais <\/span><span class=\"NormalTextRun SpellingErrorV2Themed SCXW30817193 BCX8\" data-ccp-parastyle=\"heading 3\">n\u00e9cessitent<\/span><span class=\"NormalTextRun SCXW30817193 BCX8\" data-ccp-parastyle=\"heading 3\"> des <\/span><span class=\"NormalTextRun SpellingErrorV2Themed SCXW30817193 BCX8\" data-ccp-parastyle=\"heading 3\">pr\u00e9cisions<\/span> <span class=\"NormalTextRun SpellingErrorV2Themed SCXW30817193 BCX8\" data-ccp-parastyle=\"heading 3\">suppl\u00e9mentaires<\/span><\/h2>\n<p><span data-contrast=\"auto\">Certains fournisseurs de services ont r\u00e9cemment introduit de nouveaux frais. Le CRTC examine actuellement si un petit nombre de ces frais sont permis en vertu des nouvelles r\u00e8gles. Ces frais comprennent :<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:140,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<ul>\n<li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"1\" 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;singleLevel&quot;}\" data-aria-posinset=\"13\" data-aria-level=\"1\"><span data-contrast=\"auto\">les frais de manutention d\u2019appareil de Bell;<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:140,&quot;335559740&quot;:259}\">\u00a0<\/span><\/li>\n<\/ul>\n<ul>\n<li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"1\" 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;singleLevel&quot;}\" data-aria-posinset=\"14\" data-aria-level=\"1\"><span data-contrast=\"auto\">les frais d\u2019achat de carte SIM ou eSIM de TELUS;<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:140,&quot;335559740&quot;:259}\">\u00a0<\/span><\/li>\n<\/ul>\n<ul>\n<li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"1\" 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;singleLevel&quot;}\" data-aria-posinset=\"15\" data-aria-level=\"1\"><span data-contrast=\"auto\">les frais de configuration d\u2019appareil de Rogers, les frais d\u2019exp\u00e9dition pour les appareils command\u00e9s en ligne et les frais de carte SIM.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:140,&quot;335559740&quot;:259}\">\u00a0<\/span><\/li>\n<\/ul>\n<p><span data-contrast=\"auto\">Tant que le CRTC n\u2019aura pas d\u00e9cid\u00e9 si ces frais sont permis, la CPRST pourrait accepter les plaintes qui portent sur ces frais pr\u00e9cis. La CPRST pourrait suspendre les activit\u00e9s de fond li\u00e9es au r\u00e8glement des diff\u00e9rends visant \u00e0 d\u00e9terminer si ces frais pr\u00e9cis sont permis, puisque le CRTC examine actuellement la question.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:140,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Nous continuerons d\u2019accepter et d\u2019examiner les plaintes concernant d\u2019autres frais selon notre processus habituel. Par exemple, nous continuerons d\u2019accepter les plaintes visant \u00e0 d\u00e9terminer si des frais ont \u00e9t\u00e9 factur\u00e9s conform\u00e9ment au contrat d\u2019un fournisseur ou aux r\u00e8gles du CRTC.<\/span><\/p>\n<h2 aria-level=\"2\"><b><span data-contrast=\"none\">\u00c0 quoi s\u2019attendre de la CPRST<\/span><\/b><span data-ccp-props=\"{&quot;134245418&quot;:true,&quot;134245529&quot;:true,&quot;201341983&quot;:0,&quot;335559738&quot;:240,&quot;335559739&quot;:100,&quot;335559740&quot;:259}\">\u00a0<\/span><\/h2>\n<p><span data-contrast=\"auto\">La CPRST aide les personnes au Canada \u00e0 r\u00e9gler leurs diff\u00e9rends avec leurs fournisseurs de services Internet, sans fil, t\u00e9l\u00e9phoniques et de t\u00e9l\u00e9vision. Nous offrons des services impartiaux et ind\u00e9pendants de r\u00e8glement des diff\u00e9rends lorsque vous et votre fournisseur n\u2019avez pas r\u00e9ussi \u00e0 r\u00e9gler le probl\u00e8me. Nous pouvons vous aider dans les dossiers li\u00e9s aux frais, \u00e0 la facturation et aux contrats.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:140,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Avant de d\u00e9poser une plainte aupr\u00e8s de la CPRST, vous devez d\u2019abord tenter de r\u00e9gler le probl\u00e8me avec votre fournisseur de services. Vous devez communiquer directement avec votre fournisseur, expliquer clairement vos pr\u00e9occupations et lui donner une occasion raisonnable de corriger le probl\u00e8me.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:140,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Lorsque nous acceptons une plainte, la CPRST agit comme une tierce partie impartiale. Nous examinons les faits, travaillons avec vous et votre fournisseur de services, et cherchons une solution appropri\u00e9e. Au besoin, nous pouvons mener une enqu\u00eate afin de d\u00e9terminer si votre fournisseur a respect\u00e9 ses obligations envers vous. Si ce n\u2019est pas le cas, nous pouvons exiger que le fournisseur corrige le probl\u00e8me.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:140,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Les frais suppl\u00e9mentaires ne devraient pas constituer un obstacle qui emp\u00eache la client\u00e8le d\u2019activer ou de modifier ses services Internet ou sans fil. Pour r\u00e9pondre \u00e0 cette pr\u00e9occupation, le Conseil de la radiodiffusion et des t\u00e9l\u00e9communications canadiennes (CRTC) a adopt\u00e9 des r\u00e8gles qui limitent les types de frais que la plupart des fournisseurs de services<a class=\"excerpt-read-more\" href=\"https:\/\/www.ccts-cprst.ca\/fr\/quels-frais-sont-admissibles\/\" title=\"LuQuels sont les frais que mon fournisseur de services peut me facturer?\">En lire plus &raquo;<\/a><\/p>\n","protected":false},"author":18,"featured_media":12997,"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":[225],"tags":[],"class_list":["post-12995","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-cprst-articles"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.0 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Quels sont les frais que mon fournisseur de services peut me facturer? - CPRST<\/title>\n<meta name=\"description\" content=\"On vous a factur\u00e9 des frais et vous ne savez pas si c\u2019est autoris\u00e9 ou non? 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