{"id":5087,"date":"2019-11-28T06:00:05","date_gmt":"2019-11-28T11:00:05","guid":{"rendered":"https:\/\/www.ccts-cprst.ca\/?p=5087\/"},"modified":"2019-11-25T10:32:15","modified_gmt":"2019-11-25T15:32:15","slug":"augmentation-de-35-des-plaintes-deposees-par-des-clients-de-services-de-telecommunication-et-de-television","status":"publish","type":"post","link":"https:\/\/www.ccts-cprst.ca\/fr\/augmentation-de-35-des-plaintes-deposees-par-des-clients-de-services-de-telecommunication-et-de-television\/","title":{"rendered":"Augmentation de 35 % des plaintes d\u00e9pos\u00e9es par des clients de services de t\u00e9l\u00e9communication et de t\u00e9l\u00e9vision"},"content":{"rendered":"<h2>La CPRST publie les plus r\u00e9centes donn\u00e9es dans son <a href=\"https:\/\/pub.ccts-cprst.ca\/fr\/rapport-annuel-de-2018-2019\/\">rapport annuel<\/a><\/h2>\n<p><strong>Ottawa (28 novembre\u00a02019)<\/strong>\u00a0\u2013 La <em>Commission des plaintes relatives aux services de t\u00e9l\u00e9com-t\u00e9l\u00e9vision<\/em> (CPRST) rapporte aujourd\u2019hui avoir re\u00e7u <a href=\"https:\/\/pub.ccts-cprst.ca\/fr\/rapport-annuel-de-2018-2019\/plaintes-en-2018-2019\/\">pr\u00e8s de 19\u00a0300<\/a>\u00a0plaintes en 2018-2019 de la part de clients canadiens de services de t\u00e9l\u00e9communication et de t\u00e9l\u00e9vision, un sommet sans pr\u00e9c\u00e9dent dans ses 12\u00a0ans d\u2019existence.<\/p>\n<p>Les services sans fil ont fait l\u2019objet du plus grand nombre de plaintes, suivi dans l\u2019ordre par le service internet, la t\u00e9l\u00e9vision et les services t\u00e9l\u00e9phoniques locaux. Les <a href=\"https:\/\/pub.ccts-cprst.ca\/fr\/rapport-annuel-de-2018-2019\/sujets-et-tendances\/#section7\">probl\u00e8mes de facturation<\/a> ont constitu\u00e9 le principal irritant pour les clients, suivis par les <a href=\"https:\/\/pub.ccts-cprst.ca\/fr\/rapport-annuel-de-2018-2019\/sujets-et-tendances\/#section8\">difficult\u00e9s \u00e0 obtenir des renseignements importants<\/a> sur les services.<\/p>\n<p>La part de Bell dans le nombre total de plaintes a diminu\u00e9 en <a href=\"https:\/\/pub.ccts-cprst.ca\/fr\/rapport-annuel-de-2018-2019\/travailler-avec-les-fournisseurs-de-services\/#section1\">2018-2019<\/a>, passant de 33\u00a0\u00e0\u00a030 % (pr\u00e8s de 5\u00a0900\u00a0plaintes). La part de Rogers a \u00e9galement baiss\u00e9, passant de 10\u00a0\u00e0\u00a09\u00a0% (un peu plus de 1\u00a0800\u00a0plaintes). La part de TELUS a, quant \u00e0 elle, augment\u00e9 de 1,5\u00a0% pour s\u2019\u00e9tablir \u00e0 8\u00a0% (le nombre de plaintes bondissant de 71\u00a0%, pour s\u2019\u00e9tablir \u00e0 un peu plus de 1\u00a0600).<\/p>\n<p>La CPRST signale par ailleurs une augmentation de 42\u00a0% du <a href=\"https:\/\/pub.ccts-cprst.ca\/fr\/rapport-annuel-de-2018-2019\/rapports-relatifs-aux-codes-de-conduite\/#section3\">nombre de violations du Code sur les services sans fil<\/a> par les fournisseurs de services. Les violations les plus courantes du Code concernaient le d\u00e9faut de fournir des documents importants aux clients et de leur transmettre un pr\u00e9avis en bonne et due forme avant la d\u00e9connexion du service. La CPRST n\u2019a relev\u00e9 d\u2019autre part que trois violations du Code des fournisseurs de services de t\u00e9l\u00e9vision.<\/p>\n<p>Le 31\u00a0janvier\u00a02020, la CPRST commencera \u00e0 administrer un quatri\u00e8me code de conduite, le <a href=\"https:\/\/crtc.gc.ca\/fra\/internet\/code.htm\">Code sur les services Internet<\/a>, que le <em>Conseil de la radiodiffusion et des t\u00e9l\u00e9communications Canadiennes<\/em> (CRTC) a publi\u00e9 plus t\u00f4t cette ann\u00e9e. Le nouveau Code s\u2019appliquera aux grands fournisseurs de services internet et vise \u00e0 faciliter aux clients la compr\u00e9hension des contrats de service, des forfaits et des promotions, ainsi qu\u2019\u00e0 pr\u00e9venir les factures-surprises.<\/p>\n<p>\u00ab\u00a0Un nombre record de plaintes, une \u00e9volution rapide de l\u2019industrie et notre propre volont\u00e9 d\u2019am\u00e9lioration continue nous ont pouss\u00e9s \u00e0 nous concentrer sur notre processus de r\u00e8glement des diff\u00e9rends. Nous cherchons des moyens d\u2019am\u00e9liorer notre service afin de le rendre plus efficace et plus transparent\u00a0\u00bb, a d\u00e9clar\u00e9 Howard Maker, commissaire et chef de la direction de la\u00a0CPRST. \u00ab\u00a0Notre objectif est de continuer \u00e0 offrir un service convivial pour les consommateurs et les fournisseurs de services, qui permet de r\u00e9soudre les diff\u00e9rends de mani\u00e8re rapide et \u00e9quitable, et qui fournit des renseignements pr\u00e9cieux sur les probl\u00e8mes particuliers auxquels sont confront\u00e9s les consommateurs.\u00a0\u00bb<\/p>\n<p>Malgr\u00e9 le nombre croissant de plaintes, la CPRST continue de bien <a href=\"https:\/\/pub.ccts-cprst.ca\/fr\/rapport-annuel-de-2018-2019\/bilan-de-lannee\/#section1\">r\u00e9gler plus de 90\u00a0%<\/a> d\u2019entre elles.<\/p>\n<p>Les clients qui ne sont pas en mesure de r\u00e9soudre un probl\u00e8me directement avec leur fournisseur de services de t\u00e9l\u00e9communications ou de t\u00e9l\u00e9vision peuvent d\u00e9poser une plainte en ligne gratuitement sur le site <a href=\"https:\/\/www.ccts-cprst.ca\/fr\/\">ccts-cprst.ca<\/a>.<\/p>\n<hr \/>\n<h5>\u00c0 propos de la CPRST<\/h5>\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<h5>Information<\/h5>\n<p>613-688-3283 |\u00a0sans frais\u00a0: 1-855-512-9783 |\u00a0<a href=\"mailto:communications@ccts-cprst.ca\">communications@ccts-cprst.ca<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>La CPRST publie les plus r\u00e9centes donn\u00e9es dans son rapport annuel Ottawa (28 novembre\u00a02019)\u00a0\u2013 La Commission des plaintes relatives aux services de t\u00e9l\u00e9com-t\u00e9l\u00e9vision (CPRST) rapporte aujourd\u2019hui avoir re\u00e7u pr\u00e8s de 19\u00a0300\u00a0plaintes en 2018-2019 de la part de clients canadiens de services de t\u00e9l\u00e9communication et de t\u00e9l\u00e9vision, un sommet sans pr\u00e9c\u00e9dent dans ses 12\u00a0ans d\u2019existence. Les<a class=\"excerpt-read-more\" href=\"https:\/\/www.ccts-cprst.ca\/fr\/augmentation-de-35-des-plaintes-deposees-par-des-clients-de-services-de-telecommunication-et-de-television\/\" title=\"LuAugmentation de 35 % des plaintes d\u00e9pos\u00e9es par des 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-5087","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>Augmentation de 35 % des plaintes d\u00e9pos\u00e9es par des 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\/augmentation-de-35-des-plaintes-deposees-par-des-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=\"Augmentation de 35 % des plaintes d\u00e9pos\u00e9es par des clients de services de t\u00e9l\u00e9communication et de t\u00e9l\u00e9vision - CPRST\" \/>\n<meta property=\"og:description\" content=\"La CPRST publie les plus r\u00e9centes donn\u00e9es dans son rapport annuel Ottawa (28 novembre\u00a02019)\u00a0\u2013 La Commission des plaintes relatives aux services de t\u00e9l\u00e9com-t\u00e9l\u00e9vision (CPRST) rapporte aujourd\u2019hui avoir re\u00e7u pr\u00e8s de 19\u00a0300\u00a0plaintes en 2018-2019 de la part de clients canadiens de services de t\u00e9l\u00e9communication et de t\u00e9l\u00e9vision, un sommet sans pr\u00e9c\u00e9dent dans ses 12\u00a0ans d\u2019existence. LesEn lire plus &raquo;\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.ccts-cprst.ca\/fr\/augmentation-de-35-des-plaintes-deposees-par-des-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=\"2019-11-28T11:00:05+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\/augmentation-de-35-des-plaintes-deposees-par-des-clients-de-services-de-telecommunication-et-de-television\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/www.ccts-cprst.ca\/fr\/augmentation-de-35-des-plaintes-deposees-par-des-clients-de-services-de-telecommunication-et-de-television\/\"},\"author\":{\"name\":\"G A\",\"@id\":\"https:\/\/www.ccts-cprst.ca\/fr\/#\/schema\/person\/98bbe25cf35ab33e6ac1045a6cab3809\"},\"headline\":\"Augmentation de 35 % des plaintes d\u00e9pos\u00e9es par des clients de services de t\u00e9l\u00e9communication et de t\u00e9l\u00e9vision\",\"datePublished\":\"2019-11-28T11:00:05+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/www.ccts-cprst.ca\/fr\/augmentation-de-35-des-plaintes-deposees-par-des-clients-de-services-de-telecommunication-et-de-television\/\"},\"wordCount\":617,\"publisher\":{\"@id\":\"https:\/\/www.ccts-cprst.ca\/fr\/#organization\"},\"image\":{\"@id\":\"https:\/\/www.ccts-cprst.ca\/fr\/augmentation-de-35-des-plaintes-deposees-par-des-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\/augmentation-de-35-des-plaintes-deposees-par-des-clients-de-services-de-telecommunication-et-de-television\/\",\"url\":\"https:\/\/www.ccts-cprst.ca\/fr\/augmentation-de-35-des-plaintes-deposees-par-des-clients-de-services-de-telecommunication-et-de-television\/\",\"name\":\"Augmentation de 35 % des plaintes d\u00e9pos\u00e9es par des clients de services de t\u00e9l\u00e9communication et de t\u00e9l\u00e9vision - 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