{"id":8802,"date":"2023-04-04T06:00:06","date_gmt":"2023-04-04T10:00:06","guid":{"rendered":"https:\/\/www.ccts-cprst.ca\/?p=8802\/"},"modified":"2025-05-16T16:36:45","modified_gmt":"2025-05-16T20:36:45","slug":"rapport-semestriel-2023-hausse-des-plaintes-liees-aux-services-de-telephone-dinternet-et-de-television","status":"publish","type":"post","link":"https:\/\/www.ccts-cprst.ca\/fr\/rapport-semestriel-2023-hausse-des-plaintes-liees-aux-services-de-telephone-dinternet-et-de-television\/","title":{"rendered":"Hausse des plaintes li\u00e9es aux services de t\u00e9l\u00e9phone, d\u2019internet et de t\u00e9l\u00e9vision"},"content":{"rendered":"

L\u2019ombudsman des t\u00e9l\u00e9communications publie son rapport semestriel<\/span><\/span>\u00a0<\/span><\/span><\/b><\/h2>\n

 <\/p>\n

Ottawa (le 4\u202favril\u202f2023)<\/span><\/b>\u202f\u2013 La <\/span>Commission des plaintes relatives aux services de t\u00e9l\u00e9com-t\u00e9l\u00e9vision<\/span><\/i> (CPRST) a publi\u00e9 aujourd\u2019hui son<\/span> rapport semestriel\u202f2022-2023<\/span><\/a>. Le rapport montre une augmentation de 12\u202f% du nombre de plaintes li\u00e9es \u00e0 des services de t\u00e9l\u00e9communication et de t\u00e9l\u00e9vision re\u00e7us par des clients et clientes du Canada entre le 1<\/span>er<\/span>\u202fao\u00fbt\u202f2022 et le 31\u202fjanvier\u202f2023. Ce sont les services sans fil qui ont fait l\u2019objet du plus grand nombre de plaintes, suivis dans l\u2019ordre par les services internet, la t\u00e9l\u00e9vision et les services t\u00e9l\u00e9phoniques (lignes terrestres).<\/span>\u00a0<\/span><\/p>\n

Rogers devient le fournisseur suscitant le plus de plaintes<\/span><\/b>\u00a0<\/span><\/p>\n

Pour la premi\u00e8re fois depuis la cr\u00e9ation de la CPRST en 2007, Rogers est devenu le fournisseur de services suscitant le plus de plaintes, avec une forte augmentation des probl\u00e8mes de <\/span>perte compl\u00e8te du service<\/span><\/i>. Parmi les 400\u202ffournisseurs de services et plus qui adh\u00e8rent \u00e0 la CPRST, Rogers est \u00e0 l\u2019origine de 17,4\u202f% de toutes les plaintes accept\u00e9es, suivie par Bell, \u00e0 14,9\u202f%. TELUS et Koodo ont toutes deux enregistr\u00e9 une importante hausse du nombre de plaintes d\u00e9pos\u00e9es par leurs clients et clientes et sont \u00e0 l\u2019origine respectivement de 13\u202f% et 9\u202f% de toutes les plaintes.<\/span>\u00a0<\/span><\/p>\n

La non-divulgation de renseignements importants demeure un probl\u00e8me<\/span><\/b>\u00a0<\/span><\/p>\n

Les plaintes les plus souvent soulev\u00e9es sont li\u00e9es \u00e0 des probl\u00e8mes de <\/span>non-divulgation de renseignements<\/span><\/i> par les fournisseurs de services et concernent le plus souvent une \u00ab\u202fdivergence\u202f\u00bb entre ce que le client ou la cliente s\u2019attendait \u00e0 recevoir et ce qui a \u00e9t\u00e9 re\u00e7u. On soul\u00e8ve aussi souvent des probl\u00e8mes li\u00e9s \u00e0 la <\/span>qualit\u00e9 du service<\/span><\/i> et \u00e0 la facturation de <\/span>frais incorrects<\/span><\/i>.<\/span>\u00a0<\/span><\/p>\n

\u00ab\u202fS\u2019assurer que les clients et clientes obtiennent et comprennent tous les renseignements n\u00e9cessaires pour prendre des d\u00e9cisions d\u2019achat \u00e9clair\u00e9es au sujet des services de t\u00e9l\u00e9phone, d\u2019internet et de t\u00e9l\u00e9vision demeure un probl\u00e8me, d\u00e9clare Howard\u202fMaker, commissaire et directeur g\u00e9n\u00e9ral de la CPRST. La meilleure protection qu\u2019une personne puisse avoir pour \u00e9viter les malentendus et la frustration, c\u2019est d\u2019\u00eatre pleinement inform\u00e9e.\u202f\u00bb\u00a0\u00a0<\/span>\u00a0<\/span><\/p>\n

\u00ab\u202fDepuis 15\u202fans, la CPRST aide sans frais les Canadiens et Canadiennes \u00e0 r\u00e9soudre leurs probl\u00e8mes avec leurs fournisseurs de services, ajoute M.\u202fMaker. Notre longue exp\u00e9rience de r\u00e8glement de pr\u00e8s de neuf\u202fplaintes sur dix, souvent dans les 30\u202fjours, t\u00e9moigne de note d\u00e9termination \u00e0 offrir un service exceptionnel. Nous sommes r\u00e9solus \u00e0 offrir un service de r\u00e8glement des diff\u00e9rends exceptionnel, et nous continuerons d\u2019am\u00e9liorer notre prestation de services pour les clients et clientes et les fournisseurs qui ont besoin de notre aide.\u202f\u00bb<\/span>\u00a0<\/span><\/p>\n

Les clients et clientes qui ne parviennent pas \u00e0 r\u00e9gler un diff\u00e9rend avec leur fournisseur de services peuvent d\u00e9poser une plainte en ligne \u00e0 l\u2019adresse <\/span>ccts-cprst.ca<\/span><\/a>.<\/span>\u00a0<\/span><\/p>\n

\u00a0<\/span><\/p>\n

\u00c0 propos de la CPRST<\/span><\/b>\u00a0<\/span><\/p>\n

La CPRST est l\u2019organisme national et ind\u00e9pendant du Canada qui s\u2019occupe de r\u00e9gler les plaintes des clients relatives aux services de t\u00e9l\u00e9communication et de t\u00e9l\u00e9vision, de fa\u00e7on \u00e9quitable, et ce, gratuitement. Cette ann\u00e9e, la CPRST c\u00e9l\u00e8bre 15 ans d\u2019aide offerte aux Canadiens. \u00c0 ce jour, la CPRST a trait\u00e9 plus de 150 000 plaintes; la plupart ont \u00e9t\u00e9 r\u00e9gl\u00e9es en moins de 30 jours.<\/span>\u00a0<\/span><\/p>\n

Les clients sont invit\u00e9s \u00e0 demander de l\u2019aide \u00e0 la CPRST s\u2019ils ne parviennent pas \u00e0 r\u00e9soudre un diff\u00e9rend avec leur fournisseur de services. <\/span>Parlons solutions<\/span><\/a>!<\/span>\u00a0<\/span>\u00a0<\/span><\/p>\n

Personne-ressource<\/span><\/b>\u00a0<\/span><\/p>\n

Mathieu Pierre Dagonas, <\/span>Directeur, affaires des intervenants et communications<\/span>\u00a0<\/span><\/p>\n

communications@ccts-cprst.ca<\/span><\/a>\u00a0<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"

L\u2019ombudsman des t\u00e9l\u00e9communications publie son rapport semestriel\u00a0   Ottawa (le 4\u202favril\u202f2023)\u202f\u2013 La Commission des plaintes relatives aux services de t\u00e9l\u00e9com-t\u00e9l\u00e9vision (CPRST) a publi\u00e9 aujourd\u2019hui son rapport semestriel\u202f2022-2023. Le rapport montre une augmentation de 12\u202f% du nombre de plaintes li\u00e9es \u00e0 des services de t\u00e9l\u00e9communication et de t\u00e9l\u00e9vision re\u00e7us par des clients et clientes du CanadaEn 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":[61],"tags":[],"class_list":["post-8802","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-communique-de-presse"],"acf":[],"yoast_head":"\nHausse des plaintes li\u00e9es aux services de t\u00e9l\u00e9phone, d\u2019internet 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\/rapport-semestriel-2023-hausse-des-plaintes-liees-aux-services-de-telephone-dinternet-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 des plaintes li\u00e9es aux services de t\u00e9l\u00e9phone, d\u2019internet et de t\u00e9l\u00e9vision - CPRST\" \/>\n<meta property=\"og:description\" content=\"L\u2019ombudsman des t\u00e9l\u00e9communications publie son rapport semestriel\u00a0   Ottawa (le 4\u202favril\u202f2023)\u202f\u2013 La Commission des plaintes relatives aux services de t\u00e9l\u00e9com-t\u00e9l\u00e9vision (CPRST) a publi\u00e9 aujourd\u2019hui son rapport semestriel\u202f2022-2023. 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