{"id":26824,"date":"2026-01-14T08:14:31","date_gmt":"2026-01-14T13:14:31","guid":{"rendered":"https:\/\/www.planhub.ca\/blog\/?p=26824"},"modified":"2026-01-14T08:14:36","modified_gmt":"2026-01-14T13:14:36","slug":"les-plaintes-contre-les-telecoms-au-canada-atteignent-un-niveau-record","status":"publish","type":"post","link":"https:\/\/www.planhub.ca\/blog\/fr\/les-plaintes-contre-les-telecoms-au-canada-atteignent-un-niveau-record\/","title":{"rendered":"Les plaintes contre les t\u00e9l\u00e9coms au Canada atteignent un niveau record"},"content":{"rendered":"\n<p>La Commission des plaintes relatives aux services de t\u00e9l\u00e9communications et de t\u00e9l\u00e9vision (CPTST)\u00a0 a publi\u00e9 son rapport annuel pour la p\u00e9riode 2024-2025, r\u00e9v\u00e9lant un nombre historique de plaintes accept\u00e9es :\u00a0<strong>23 647<\/strong>, en hausse de 17 % par rapport \u00e0 l\u2019ann\u00e9e pr\u00e9c\u00e9dente. Il s\u2019agit du troisi\u00e8me record cons\u00e9cutif depuis la cr\u00e9ation de l\u2019organisme.<\/p>\n\n\n\n<p>Cette augmentation est attribu\u00e9e en partie aux campagnes de sensibilisation du CCTS, mais refl\u00e8te aussi une d\u00e9t\u00e9rioration per\u00e7ue du service. Les quatre grands groupes nationaux, Rogers, Telus, Bell et Videotron (propri\u00e9taire de Freedom Mobile), concentrent\u00a0<strong>95 % des r\u00e9clamations<\/strong>.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Rogers, suivi de pr\u00e8s par Telus<\/strong><\/h2>\n\n\n\n<p><strong>Rogers arrive en t\u00eate du classement peu enviable<\/strong>, avec 6 485 plaintes accept\u00e9es, soit 38 % du total. Ses plaintes ont augment\u00e9 de 15 % sur un an. Les hausses les plus marqu\u00e9es concernent les augmentations de prix des forfaits (+76 %), les modifications de contrat (+69 %) et les ruptures de contrat (+116 %).<\/p>\n\n\n\n<p><strong>Telus enregistre la progression la plus alarmante<\/strong>&nbsp;: +78 % de plaintes, pour un total de 4 904. Les principaux griefs portent sur des factures incorrectes (+70 %), des d\u00e9fauts de remboursement (+74 %) et, surtout, des hausses de prix de forfait (+195 %) et des ruptures de contrat (+299 %).<\/p>\n\n\n\n<p><strong>Bell conna\u00eet une hausse plus mod\u00e9r\u00e9e de 16 %<\/strong>, avec 3 966 plaintes. Sa part relative dans le total des r\u00e9clamations diminue l\u00e9g\u00e8rement.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>La facturation, talon d\u2019Achille du secteur<\/strong><\/h2>\n\n\n\n<p><strong>Les probl\u00e8mes de facturation restent la pr\u00e9occupation num\u00e9ro un<\/strong>\u00a0des consommateurs, atteignant leur plus haut niveau en cinq ans. Dans le domaine du\u00a0<strong>sans-fil<\/strong>, qui repr\u00e9sente \u00e0 lui seul 51 % de toutes les plaintes, les principaux motifs d\u2019insatisfaction sont les ruptures de contrat (+80 %) et les augmentations de prix des forfaits (+53 %).<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Des manquements au Code pour la protection des usagers<\/strong><\/h2>\n\n\n\n<p><strong>Le CPTST<\/strong> <strong>a aussi constat\u00e9 une hausse des manquements au Code de protection des usagers des services sans-fil<\/strong>. Sur 2 957 all\u00e9gations, 70 infractions ont \u00e9t\u00e9 confirm\u00e9es, en augmentation de 52 %.\u00a0<strong>Telus concentre 36 % de ces manquements confirm\u00e9s<\/strong>, principalement li\u00e9s au manque de clart\u00e9 de l\u2019information et au contenu des contrats.<\/p>\n\n\n\n<p>Cette troisi\u00e8me ann\u00e9e cons\u00e9cutive de records de plaintes dresse un tableau pr\u00e9occupant de la relation entre les principaux op\u00e9rateurs t\u00e9l\u00e9coms canadiens et leurs clients, malgr\u00e9 les dispositifs de protection en place.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>La Commission des plaintes relatives aux services de t\u00e9l\u00e9communications et de t\u00e9l\u00e9vision (CPTST)\u00a0 a publi\u00e9 son rapport annuel pour la p\u00e9riode 2024-2025, r\u00e9v\u00e9lant un nombre historique de plaintes accept\u00e9es :\u00a023 647, en hausse de 17 % par rapport \u00e0 l\u2019ann\u00e9e pr\u00e9c\u00e9dente. Il s\u2019agit du troisi\u00e8me record cons\u00e9cutif depuis la cr\u00e9ation de l\u2019organisme. Cette augmentation est [&hellip;]<\/p>\n","protected":false},"author":39,"featured_media":1874,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[842,817],"tags":[13,16,578,37,12,14],"class_list":["post-26824","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-telecom-news-fr","category-telecom-fr","tag-bell","tag-fido","tag-internet-fr","tag-mobile","tag-rogers","tag-telus"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.5 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Les plaintes contre les t\u00e9l\u00e9coms au Canada atteignent un niveau record |<\/title>\n<meta name=\"description\" content=\"La Commission des plaintes relatives aux services de t\u00e9l\u00e9communications et de t\u00e9l\u00e9vision a publi\u00e9 son rapport pour la p\u00e9riode 2024-2025.\" \/>\n<meta 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