{"id":8713,"date":"2023-03-15T12:26:51","date_gmt":"2023-03-15T16:26:51","guid":{"rendered":"https:\/\/www.ccts-cprst.ca\/?p=8713\/"},"modified":"2023-03-15T12:26:51","modified_gmt":"2023-03-15T16:26:51","slug":"15-ans-au-service-des-canadiens","status":"publish","type":"post","link":"https:\/\/www.ccts-cprst.ca\/fr\/15-ans-au-service-des-canadiens\/","title":{"rendered":"15 ans au service des Canadiens !"},"content":{"rendered":"

La CPRST est l\u2019organisme national et ind\u00e9pendant du Canada qui s\u2019occupe de r\u00e9soudre les plaintes des clients relatives aux services de t\u00e9l\u00e9phonie, d\u2019internet et de t\u00e9l\u00e9vision, de fa\u00e7on \u00e9quitable, et ce, gratuitement. Cette ann\u00e9e, la CPRST c\u00e9l\u00e8bre 15\u00a0ans d\u2019aide offerte aux Canadiens. Voici 15\u00a0exemples de notre engagement \u00e0 fournir aux Canadiens un service de r\u00e9solution des plaintes efficace et \u00e9quitable.<\/h3>\n

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\"\"\u00a0R\u00e9sum\u00e9 de cas : Appareil verrouill\u00e9 sur le r\u00e9seau du fournisseur<\/h3>\n

Un client a d\u00e9pos\u00e9 une plainte en mars\u00a02022 concernant le refus de son fournisseur de d\u00e9bloquer son appareil sans fil. Le client avait achet\u00e9 l\u2019appareil aupr\u00e8s du fournisseur en d\u00e9cembre\u00a02019 et l\u2019avait alors pay\u00e9 int\u00e9gralement.<\/h4>\n

Lorsque le client a appris que son appareil \u00e9tait verrouill\u00e9 sur le r\u00e9seau cellulaire de son fournisseur en avril\u00a02021, il lui a demand\u00e9 de le d\u00e9verrouiller, mais celui-ci a refus\u00e9. Le client nous a dit que le fournisseur lui avait demand\u00e9 une preuve d\u2019achat de l\u2019appareil, qu\u2019il a rapidement fournie, mais qu\u2019il n\u2019a ensuite re\u00e7u aucune r\u00e9ponse. Le client a soulign\u00e9 que le CRTC exige que les fournisseurs offrent des appareils d\u00e9verrouill\u00e9s depuis 2017.<\/h4>\n

Apr\u00e8s avoir demand\u00e9 au fournisseur \u00e0 plusieurs reprises dans le cours d\u2019une ann\u00e9e de d\u00e9verrouiller son appareil, le client a d\u00e9pos\u00e9 une plainte aupr\u00e8s de la CPRST, exprimant sa grande frustration \u00e0 l\u2019\u00e9gard de son fournisseur. La premi\u00e8re \u00e9tape de notre processus consiste \u00e0 envoyer la plainte au fournisseur pour tenter de r\u00e9soudre le probl\u00e8me. Lorsque nous avons envoy\u00e9 les d\u00e9tails de la plainte au fournisseur, celui-ci a d\u00e9verrouill\u00e9 l\u2019appareil en l\u2019espace de 30\u00a0jours, r\u00e9solvant ainsi la plainte \u00e0 la satisfaction du client.<\/h4>\n

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\u00ab D\u00e8s que vous avez r\u00e9dirig\u00e9 ma plainte au fournisseur ils ont boug\u00e9 rapidement pour ressoudre mon probl\u00e8me. Je vous remercie d’\u00eatre l\u00e0 pour nous aider \u00e0 \u00e9quilibrer la balance du pouvoir et trouver des solutions justes.\u00a0\u00bb<\/h3>\n

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\u00ab\u00a0Je suis convaincue que ma plainte n\u2019aurait pas \u00e9t\u00e9 r\u00e9solue sans l\u2019aide de la CPRST. Merci!\u00a0\u00bb<\/h3>\n<\/blockquote>\n

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\"\"R\u00e9sum\u00e9 de cas 2 : Le client n\u2019a pas consenti aux changements de plan<\/h3>\n

Une cliente en Ontario, a d\u00e9pos\u00e9 une plainte parce que son fournisseur de services avait augment\u00e9 de 7 $ son forfait mensuel qui avait \u00e9t\u00e9 \u00e9tabli \u00e0 60 $, sans son consentement. Bien qu\u2019il ait remplac\u00e9 son option d\u2019appels locaux illimit\u00e9s et ses 500 minutes d\u2019appels interurbains par l\u2019option d\u2019appels illimit\u00e9s \u00e0 l\u2019\u00e9chelle du Canada, la cliente, qui n\u2019avait ni demand\u00e9 cette modification ni re\u00e7u de pr\u00e9avis, \u00e9tait contrari\u00e9e par l\u2019augmentation de prix et elle a d\u00e9pos\u00e9 une plainte.<\/h4>\n

Notre enqu\u00eate nous a permis de confirmer qu\u2019au moment de la modification, la cliente \u00e9tait li\u00e9e par une entente qui se reconduisait automatiquement chaque mois, ce qui signifie que le fournisseur de services n\u2019avait pas le droit d\u2019apporter de modifications aux modalit\u00e9s principales du contrat pendant le cycle de facturation mensuel sans le consentement de la cliente. Le fournisseur de services n\u2019a pu nous d\u00e9montrer qu\u2019il avait fourni un pr\u00e9avis \u00e0 la cliente, ni que la cliente lui avait donn\u00e9 son consentement \u00e0 l\u2019\u00e9gard de la modification. Par cons\u00e9quent, nous avons confirm\u00e9 la violation de la section D1(i) du Code sur les services sans fil. La plainte a \u00e9t\u00e9 r\u00e9solue \u00e0 la satisfaction de la cliente lorsque son fournisseur de services a accept\u00e9 de lui \u00e9mettre un cr\u00e9dit \u00e9quivalant \u00e0 deux mois de services.<\/h4>\n

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\u00ab Je me suis senti\u00a0 \u00e9paul\u00e9 pour r\u00e9gler le litige avec mon fournisseur Internet. Ce fut rapide et fait de fa\u00e7on professionnelle. Merci d’exister!\u00a0\u00bb<\/h3>\n<\/blockquote>\n

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\u00ab\u00a0Excellent service. Je me suis senti compris en tant que consommateur, et j\u2019ai eu l\u2019impression d\u2019avoir une voix. J\u2019ai \u00e9t\u00e9 content de recevoir une r\u00e9ponse en quelques jours. J\u2019ai rapidement \u00e9t\u00e9 satisfait. Beau travail.\u00a0\u00bb<\/h3>\n<\/blockquote>\n

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 <\/p>\n","protected":false},"excerpt":{"rendered":"

La CPRST est l\u2019organisme national et ind\u00e9pendant du Canada qui s\u2019occupe de r\u00e9soudre les plaintes des clients relatives aux services de t\u00e9l\u00e9phonie, d\u2019internet et de t\u00e9l\u00e9vision, de fa\u00e7on \u00e9quitable, et ce, gratuitement. Cette ann\u00e9e, la CPRST c\u00e9l\u00e8bre 15\u00a0ans d\u2019aide offerte aux Canadiens. Voici 15\u00a0exemples de notre engagement \u00e0 fournir aux Canadiens un service de r\u00e9solutionEn lire plus »<\/a><\/p>\n","protected":false},"author":15,"featured_media":8711,"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-8713","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-actualites"],"acf":[],"yoast_head":"\n15 ans au service des Canadiens ! - 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\/15-ans-au-service-des-canadiens\/\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"15 ans au service des Canadiens ! - CPRST\" \/>\n<meta property=\"og:description\" content=\"La CPRST est l\u2019organisme national et ind\u00e9pendant du Canada qui s\u2019occupe de r\u00e9soudre les plaintes des clients relatives aux services de t\u00e9l\u00e9phonie, d\u2019internet et de t\u00e9l\u00e9vision, de fa\u00e7on \u00e9quitable, et ce, gratuitement. 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