{"id":3398,"date":"2017-11-28T06:00:56","date_gmt":"2017-11-28T11:00:56","guid":{"rendered":"https:\/\/www.ccts-cprst.ca\/?p=3398\/"},"modified":"2017-11-28T07:50:51","modified_gmt":"2017-11-28T12:50:51","slug":"hausse-des-plaintes-relatives-aux-services-de-telecommunication-apres-trois-ans-de-baisse","status":"publish","type":"post","link":"https:\/\/www.ccts-cprst.ca\/fr\/hausse-des-plaintes-relatives-aux-services-de-telecommunication-apres-trois-ans-de-baisse\/","title":{"rendered":"Hausse des plaintes relatives aux services de t\u00e9l\u00e9communication apr\u00e8s trois ans de baisse"},"content":{"rendered":"<h2>La CPRST publie son <a href=\"https:\/\/www.ccts-cprst.ca\/fr\/report\/rapport-annuel-2016-2017\/\">rapport annuel\u00a02016-2017<\/a><\/h2>\n<p><strong>Ottawa, le 28\u00a0novembre\u00a02017<\/strong>\u00a0\u2013 La Commission des plaintes relatives aux services de t\u00e9l\u00e9com-t\u00e9l\u00e9vision (CPRST) rapporte aujourd\u2019hui avoir enregistr\u00e9, au cours de l\u2019ann\u00e9e\u00a02016-2017, une hausse de 11\u00a0% du nombre de plaintes re\u00e7ues par les clients canadiens de services de t\u00e9l\u00e9communication, mettant ainsi fin \u00e0 trois ann\u00e9es de tendance \u00e0 la baisse. Ces plaintes visent encore principalement les services sans fil, bien que leur proportion par rapport \u00e0 l\u2019ensemble des plaintes transmises \u00e0 la CPRST ait d\u00e9clin\u00e9.<\/p>\n<p>La CPRST administre le Code sur les services sans fil du CRTC et a constat\u00e9 une diminution marqu\u00e9e du nombre de violations du Code par les fournisseurs de services sans fil.\u00a0 Il demeure n\u00e9anmoins que les plaintes des clients contiennent encore des all\u00e9gations de violation du Code, notamment des modifications unilat\u00e9rales de contrats, l\u2019application de plafonds d\u2019utilisation exc\u00e9dentaire de donn\u00e9es et l\u2019absence de pr\u00e9avis avant d\u00e9connexion.<\/p>\n<p>Les services Internet font l\u2019objet de pr\u00e8s du tiers (31\u00a0%) des plaintes d\u00e9pos\u00e9es par les Canadiens en 2016-2017. Le rapport signale le fait que la proportion des plaintes li\u00e9es aux services Internet conna\u00eet une hausse constante depuis sept\u00a0ans. \u00ab\u00a0La tendance \u00e0 la hausse des plaintes relatives \u00e0 Internet est source de pr\u00e9occupation\u00a0\u00bb, a d\u00e9clar\u00e9 Howard\u00a0Maker, commissaire de la CPRST.<\/p>\n<p>Malgr\u00e9 cette augmentation, la CPRST souligne que 91\u00a0% des plaintes ont \u00e9t\u00e9 r\u00e9solues \u00e0 la satisfaction des clients et des fournisseurs de services; parmi ce nombre, 85\u00a0% des plaintes ont \u00e9t\u00e9 r\u00e9solues dans un d\u00e9lai de 40\u00a0jours. Le sondage des clients de la CPRST r\u00e9v\u00e8le par ailleurs que ceux-ci sont extr\u00eamement satisfaits du processus de gestion de plaintes de l\u2019organisme, dont l\u2019accessibilit\u00e9, la promptitude, le professionnalisme et l\u2019impartialit\u00e9 ont \u00e9t\u00e9 soulign\u00e9s.<\/p>\n<p>\u00ab\u00a0La CPRST continue d\u2019offrir un service de traitement des plaintes de classe mondiale aux clients et aux fournisseurs de services\u00a0\u00bb, a comment\u00e9 M.\u00a0Maker. \u00ab\u00a0Avec notre travail d\u2019administration du Code et notre analyse statistique d\u00e9taill\u00e9e des plaintes et des enjeux qui les sous-tendent, nous d\u00e9gageons des donn\u00e9es importantes qui permettent aux parties impliqu\u00e9es de mieux cerner les probl\u00e8mes auxquels sont confront\u00e9s les clients, et \u00e0 l\u2019organisme de r\u00e9glementation d\u2019\u00e9valuer l\u2019efficacit\u00e9 des mesures de protection du consommateur. Ce travail, conjugu\u00e9 avec notre approche de r\u00e9solution de probl\u00e8mes \u00e0 la fois professionnelle et empathique, participe de notre objectif de mettre en place un march\u00e9 de t\u00e9l\u00e9communication qui profite \u00e9galement \u00e0 tous ses participants.\u00a0\u00bb<\/p>\n<p class=\"footnote\"><strong>\u00c0 propos de la CPRST<\/strong><\/p>\n<p class=\"footnote\">Nous sommes l\u2019organisme canadien ind\u00e9pendant charg\u00e9 de la r\u00e9solution \u00e9quitable et gratuite des plaintes des consommateurs relatives aux services de t\u00e9l\u00e9communication et de t\u00e9l\u00e9vision. Cela comprend les questions d\u2019erreurs de facturation, de conformit\u00e9 aux modalit\u00e9s du contrat et aux engagements, de prestation de service, de gestion des cr\u00e9dits et de recouvrement. Parlons solutions! <a href=\"https:\/\/www.ccts-cprst.ca\/\">www.ccts-cprst.ca<\/a><\/p>\n<p class=\"footnote\"><strong>Personne-ressource<\/strong><\/p>\n<p class=\"footnote\">Monette\u00a0Gauvreau, Agente des communications<\/p>\n<p class=\"footnote\">Bureau\u00a0: 613-688-3283 | sans frais\u00a0: 1-855-512-9783<\/p>\n<p class=\"footnote\"><a href=\"mailto:communication@ccts-cprst.ca\">communication@ccts-cprst.ca<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>La CPRST publie son rapport annuel\u00a02016-2017 Ottawa, le 28\u00a0novembre\u00a02017\u00a0\u2013 La Commission des plaintes relatives aux services de t\u00e9l\u00e9com-t\u00e9l\u00e9vision (CPRST) rapporte aujourd\u2019hui avoir enregistr\u00e9, au cours de l\u2019ann\u00e9e\u00a02016-2017, une hausse de 11\u00a0% du nombre de plaintes re\u00e7ues par les clients canadiens de services de t\u00e9l\u00e9communication, mettant ainsi fin \u00e0 trois ann\u00e9es de tendance \u00e0 la baisse.<a class=\"excerpt-read-more\" href=\"https:\/\/www.ccts-cprst.ca\/fr\/hausse-des-plaintes-relatives-aux-services-de-telecommunication-apres-trois-ans-de-baisse\/\" title=\"LuHausse des plaintes relatives aux services de t\u00e9l\u00e9communication apr\u00e8s trois ans de baisse\">En lire plus &raquo;<\/a><\/p>\n","protected":false},"author":15,"featured_media":1031,"comment_status":"open","ping_status":"open","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":[116,43],"class_list":["post-3398","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-communique-de-presse","tag-2016-2017","tag-rapport-annuel"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.9 - 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