{"id":8051,"date":"2022-04-04T06:00:41","date_gmt":"2022-04-04T10:00:41","guid":{"rendered":"https:\/\/www.ccts-cprst.ca\/?p=8051\/"},"modified":"2022-04-04T08:38:08","modified_gmt":"2022-04-04T12:38:08","slug":"rapport-les-plaintes-liees-au-service-sans-fil-constituent-pres-de-la-moitie-des-plaintes-deposees-par-les-consommateurs","status":"publish","type":"post","link":"https:\/\/www.ccts-cprst.ca\/fr\/rapport-les-plaintes-liees-au-service-sans-fil-constituent-pres-de-la-moitie-des-plaintes-deposees-par-les-consommateurs\/","title":{"rendered":"Rapport : Les plaintes li\u00e9es au service sans fil constituent pr\u00e8s de la moiti\u00e9 des plaintes d\u00e9pos\u00e9es par les consommateurs"},"content":{"rendered":"

Malgr\u00e9 les d\u00e9fis pos\u00e9s par la pand\u00e9mie, 9\u00a0plaintes sur\u00a010 ont \u00e9t\u00e9 r\u00e9solues<\/h2>\n

 <\/p>\n

Ottawa (4\u00a0avril\u00a02022)<\/strong>\u00a0\u2013 La Commission des plaintes relatives aux services de t\u00e9l\u00e9com-t\u00e9l\u00e9vision<\/em> (CPRST) a publi\u00e9 aujourd\u2019hui son rapport semestriel\u00a02021-2022<\/a>, qui montre une baisse de 26\u00a0% du nombre de plaintes qu\u2019elle a re\u00e7ues de la part de clients de services canadiens de t\u00e9l\u00e9vision et de t\u00e9l\u00e9communications entre le 1er<\/sup>\u00a0ao\u00fbt\u00a02021 et le 31\u00a0janvier\u00a02022.<\/p>\n

Bell est \u00e0 l\u2019origine de 17,7\u00a0% de toutes les plaintes accept\u00e9es par la\u00a0CPRST, suivie de Rogers avec 15\u00a0%, de Fido avec 11,3\u00a0%, de TELUS avec 8\u00a0% et de Virgin\u00a0Plus avec 7,6\u00a0%.<\/p>\n

\u00ab\u00a0Nous continuons \u00e0 observer des probl\u00e8mes caus\u00e9s par le fait que des fournisseurs de services ne divulguent pas certains renseignements importants \u00e0 leurs clients lorsque ces derniers souscrivent \u00e0 un nouveau service de t\u00e9l\u00e9phone, d\u2019internet ou de t\u00e9l\u00e9vision\u00a0\u00bb, a d\u00e9clar\u00e9 Howard\u00a0Maker, commissaire et directeur g\u00e9n\u00e9ral de la\u00a0CPRST. \u00ab\u00a0Si le client re\u00e7oit ensuite des factures ou des services qui ne r\u00e9pondent pas \u00e0 ses attentes, il risque de faire une plainte.\u00a0\u00bb<\/span><\/p>\n

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 (filaires). Les pr\u00e9occupations qu\u2019ils soul\u00e8vent le plus souvent sont li\u00e9es \u00e0 la divulgation de renseignements, dont la majorit\u00e9 concerne une divergence entre ce \u00e0 quoi les clients s\u2019attendent et ce qu\u2019ils re\u00e7oivent, suivie par l\u2019inexactitude des montants factur\u00e9s.<\/p>\n

La CPRST rapporte aussi les violations confirm\u00e9es et all\u00e9gu\u00e9es des quatre codes de conduite du\u00a0CRTC. Il s\u2019est produit 24\u00a0violations confirm\u00e9es du Code sur les services sans fil, et beaucoup avaient trait \u00e0 la question de fournir l\u2019avis obligatoire aux clients avant la d\u00e9connexion. La\u00a0CPRST a \u00e9galement confirm\u00e9 5\u00a0violations du Code sur les services Internet.<\/p>\n

\u00ab\u00a0Les Canadiens qui n\u2019ont pas r\u00e9ussi \u00e0 r\u00e9gler leur diff\u00e9rend avec leur fournisseur de services \u00e0 propos de leur t\u00e9l\u00e9phone, d\u2019internet ou de la t\u00e9l\u00e9vision peuvent d\u00e9poser une plainte aupr\u00e8s de la\u00a0CPRST, a ajout\u00e9 M.\u00a0Maker. Malgr\u00e9 les d\u00e9fis pos\u00e9s par la pand\u00e9mie, nous avons \u00e9t\u00e9 en mesure d\u2019assurer des services sans interruption, et la\u00a0CPRST a r\u00e9solu pr\u00e8s de 9\u00a0plaintes sur\u00a010, souvent dans un d\u00e9lai de 30\u00a0jours.\u00a0\u00bb<\/p>\n

Au cours des 15\u00a0derni\u00e8res ann\u00e9es, la\u00a0CPRST a aid\u00e9 des clients \u00e0 r\u00e9soudre plus de 150\u00a0000\u00a0plaintes sur des services de t\u00e9l\u00e9phone, d\u2019internet et de t\u00e9l\u00e9vision avec leurs fournisseurs. Notre service est ind\u00e9pendant, impartial et gratuit pour les consommateurs.<\/p>\n","protected":false},"excerpt":{"rendered":"

Malgr\u00e9 les d\u00e9fis pos\u00e9s par la pand\u00e9mie, 9\u00a0plaintes sur\u00a010 ont \u00e9t\u00e9 r\u00e9solues   Ottawa (4\u00a0avril\u00a02022)\u00a0\u2013 La Commission des plaintes relatives aux services de t\u00e9l\u00e9com-t\u00e9l\u00e9vision (CPRST) a publi\u00e9 aujourd\u2019hui son rapport semestriel\u00a02021-2022, qui montre une baisse de 26\u00a0% du nombre de plaintes qu\u2019elle a re\u00e7ues de la part de clients de services canadiens de t\u00e9l\u00e9vision etEn lire plus »<\/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":[3],"tags":[],"class_list":["post-8051","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-actualites"],"acf":[],"yoast_head":"\nRapport : Les plaintes li\u00e9es au service sans fil constituent pr\u00e8s de la moiti\u00e9 des plaintes d\u00e9pos\u00e9es par les consommateurs - 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