{"id":4334,"date":"2018-11-27T06:00:48","date_gmt":"2018-11-27T11:00:48","guid":{"rendered":"https:\/\/www.ccts-cprst.ca\/?p=4334\/"},"modified":"2018-11-12T10:13:26","modified_gmt":"2018-11-12T15:13:26","slug":"hausse-de-57-du-nombre-de-plaintes-deposees-par-les-clients-de-services-de-telecommunication-et-de-television","status":"publish","type":"post","link":"https:\/\/www.ccts-cprst.ca\/fr\/hausse-de-57-du-nombre-de-plaintes-deposees-par-les-clients-de-services-de-telecommunication-et-de-television\/","title":{"rendered":"Hausse de 57 % du nombre de plaintes d\u00e9pos\u00e9es par les clients de services de t\u00e9l\u00e9communication et de t\u00e9l\u00e9vision"},"content":{"rendered":"<h2>La CPRST publie son rapport annuel\u00a02017-2018<\/h2>\n<p><strong>Ottawa (27\u00a0novembre\u00a02018)<\/strong> \u2013 La Commission des plaintes relatives aux services de t\u00e9l\u00e9com-t\u00e9l\u00e9vision (CPRST) rapporte aujourd\u2019hui que le nombre de plaintes d\u00e9pos\u00e9es par les clients de services de t\u00e9l\u00e9communication et de t\u00e9l\u00e9vision canadiens a augment\u00e9 de 57\u00a0% en 2017-2018, apr\u00e8s une hausse de 11\u00a0% l\u2019ann\u00e9e pr\u00e9c\u00e9dente. La non-divulgation d\u2019information a fait l\u2019objet du plus grand nombre de plaintes, repr\u00e9sentant pr\u00e8s de 15\u00a0% des probl\u00e8mes signal\u00e9s pour tous les types de services.<\/p>\n<p>La CPRST rapporte \u00e9galement une hausse de 29\u00a0% du nombre de violations du Code sur les services sans fil, les plus courantes \u00e9tant l\u2019application inad\u00e9quate des limites de frais d\u2019utilisation exc\u00e9dentaire ainsi que le d\u00e9faut de fournir les documents contractuels, de divulguer d\u2019importantes modalit\u00e9s du contrat et de transmettre un pr\u00e9avis ad\u00e9quat avant le d\u00e9branchement d\u2019un service.<\/p>\n<p>En date du 31\u00a0juillet\u00a02018, la CPRST comptait 242\u00a0fournisseurs de services participants (repr\u00e9sentant 360\u00a0marques). Bell, Rogers et Telus ont ensemble fait l\u2019objet de la moiti\u00e9 du nombre total de plaintes re\u00e7ues par la CPRST en 2017-2018, cette proportion grimpant \u00e0 environ 68\u00a0% lorsqu\u2019on tient compte de leurs marques compl\u00e9mentaires et de leurs fournisseurs de services affili\u00e9s.<\/p>\n<p>La CPRST souligne par ailleurs que le nombre de plaintes relatives aux services Internet a connu une hausse de 170\u00a0% au cours des cinq derni\u00e8res ann\u00e9es, ce qui surpasse l\u2019augmentation du nombre de plaintes relativement aux autres services observ\u00e9e au cours de la m\u00eame p\u00e9riode. \u00ab\u00a0La tendance \u00e0 la hausse des plaintes relatives aux services Internet est pr\u00e9occupante\u00a0\u00bb, a d\u00e9clar\u00e9 Howard\u00a0Maker, commissaire de la CPRST.<\/p>\n<p>Malgr\u00e9 cette augmentation importante, la CPRST souligne que 92\u00a0% des plaintes ont \u00e9t\u00e9 r\u00e9solues \u00e0 la satisfaction des clients et des fournisseurs de services. En effet, plus de 80\u00a0% des clients ayant r\u00e9pondu au sondage de la CPRST se sont dits satisfaits de la rapidit\u00e9 du processus de gestion de plaintes de l\u2019organisme, et plus de 90\u00a0% \u00e9taient satisfaits du professionnalisme et de l\u2019impartialit\u00e9 d\u00e9montr\u00e9s par le personnel de la CPRST.<\/p>\n<p>\u00ab\u00a0La hausse consid\u00e9rable du nombre de plaintes re\u00e7ues cette ann\u00e9e nous a pos\u00e9 un certain d\u00e9fi\u00a0\u00bb, a comment\u00e9 M.\u00a0Maker. \u00ab\u00a0Nous avons cependant poursuivi nos efforts pour r\u00e9pondre \u00e0 la demande et aux attentes grandissantes des consommateurs canadiens, et nous sommes heureux de rapporter que nous avons r\u00e9ussi encore une fois cette ann\u00e9e \u00e0 r\u00e9pondre aux besoins de nos clients\u00a0: nous continuons de les aider \u00e0 r\u00e9soudre leurs diff\u00e9rends avec leur fournisseur de services. Ce faisant, nous recueillons de l\u2019information sur les enjeux auxquels font face les consommateurs, et nous sommes heureux d\u2019en pr\u00e9senter les d\u00e9tails dans ce rapport annuel.\u00a0\u00bb<\/p>\n<p>Des vid\u00e9os sur le <a href=\"https:\/\/www.youtube.com\/watch?v=TSbmKRtyUWk\">r\u00f4le<\/a> et le <a href=\"https:\/\/www.youtube.com\/watch?v=6rc1Uf7Of7k\">processus<\/a> de la CPRST en American Sign Language et en langue des signes qu\u00e9b\u00e9coise sont disponibles.<\/p>\n<h3><strong>\u00c0 propos de la CPRST<\/strong><\/h3>\n<p>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<h3><strong>Personne-ressource<\/strong><\/h3>\n<p>Agent(e) des communications |\u00a0613-688-3283 | sans frais\u00a0: 1-855-512-9783 |\u00a0<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\u00a02017-2018 Ottawa (27\u00a0novembre\u00a02018) \u2013 La Commission des plaintes relatives aux services de t\u00e9l\u00e9com-t\u00e9l\u00e9vision (CPRST) rapporte aujourd\u2019hui que le nombre de plaintes d\u00e9pos\u00e9es par les clients de services de t\u00e9l\u00e9communication et de t\u00e9l\u00e9vision canadiens a augment\u00e9 de 57\u00a0% en 2017-2018, apr\u00e8s une hausse de 11\u00a0% l\u2019ann\u00e9e pr\u00e9c\u00e9dente. La non-divulgation d\u2019information a<a class=\"excerpt-read-more\" href=\"https:\/\/www.ccts-cprst.ca\/fr\/hausse-de-57-du-nombre-de-plaintes-deposees-par-les-clients-de-services-de-telecommunication-et-de-television\/\" title=\"LuHausse de 57 % du nombre de plaintes d\u00e9pos\u00e9es par les clients de services de t\u00e9l\u00e9communication et de t\u00e9l\u00e9vision\">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-4334","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>Hausse de 57 % du nombre de plaintes d\u00e9pos\u00e9es par les clients de services de t\u00e9l\u00e9communication et de t\u00e9l\u00e9vision - 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\/hausse-de-57-du-nombre-de-plaintes-deposees-par-les-clients-de-services-de-telecommunication-et-de-television\/\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Hausse de 57 % du nombre de plaintes d\u00e9pos\u00e9es par les clients de services de t\u00e9l\u00e9communication et de t\u00e9l\u00e9vision - CPRST\" \/>\n<meta property=\"og:description\" content=\"La CPRST publie son rapport annuel\u00a02017-2018 Ottawa (27\u00a0novembre\u00a02018) \u2013 La Commission des plaintes relatives aux services de t\u00e9l\u00e9com-t\u00e9l\u00e9vision (CPRST) rapporte aujourd\u2019hui que le nombre de plaintes d\u00e9pos\u00e9es par les clients de services de t\u00e9l\u00e9communication et de t\u00e9l\u00e9vision canadiens a augment\u00e9 de 57\u00a0% en 2017-2018, apr\u00e8s une hausse de 11\u00a0% l\u2019ann\u00e9e pr\u00e9c\u00e9dente. La non-divulgation d\u2019information aEn lire plus &raquo;\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.ccts-cprst.ca\/fr\/hausse-de-57-du-nombre-de-plaintes-deposees-par-les-clients-de-services-de-telecommunication-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=\"2018-11-27T11:00:48+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\/hausse-de-57-du-nombre-de-plaintes-deposees-par-les-clients-de-services-de-telecommunication-et-de-television\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/www.ccts-cprst.ca\/fr\/hausse-de-57-du-nombre-de-plaintes-deposees-par-les-clients-de-services-de-telecommunication-et-de-television\/\"},\"author\":{\"name\":\"G A\",\"@id\":\"https:\/\/www.ccts-cprst.ca\/fr\/#\/schema\/person\/98bbe25cf35ab33e6ac1045a6cab3809\"},\"headline\":\"Hausse de 57 % du nombre de plaintes d\u00e9pos\u00e9es par les clients de services de t\u00e9l\u00e9communication et de t\u00e9l\u00e9vision\",\"datePublished\":\"2018-11-27T11:00:48+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/www.ccts-cprst.ca\/fr\/hausse-de-57-du-nombre-de-plaintes-deposees-par-les-clients-de-services-de-telecommunication-et-de-television\/\"},\"wordCount\":612,\"publisher\":{\"@id\":\"https:\/\/www.ccts-cprst.ca\/fr\/#organization\"},\"image\":{\"@id\":\"https:\/\/www.ccts-cprst.ca\/fr\/hausse-de-57-du-nombre-de-plaintes-deposees-par-les-clients-de-services-de-telecommunication-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\/hausse-de-57-du-nombre-de-plaintes-deposees-par-les-clients-de-services-de-telecommunication-et-de-television\/\",\"url\":\"https:\/\/www.ccts-cprst.ca\/fr\/hausse-de-57-du-nombre-de-plaintes-deposees-par-les-clients-de-services-de-telecommunication-et-de-television\/\",\"name\":\"Hausse de 57 % du nombre de plaintes d\u00e9pos\u00e9es par les clients de services de t\u00e9l\u00e9communication et de t\u00e9l\u00e9vision - 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