{"id":29615,"date":"2026-11-05T14:36:22","date_gmt":"2026-11-05T19:36:22","guid":{"rendered":"https:\/\/www.planhub.ca\/blog\/?p=29615"},"modified":"2026-11-05T14:36:24","modified_gmt":"2026-11-05T19:36:24","slug":"attente-service-client-telecoms-10-minutes","status":"publish","type":"post","link":"https:\/\/www.planhub.ca\/blog\/fr\/attente-service-client-telecoms-10-minutes\/","title":{"rendered":"T\u00e9l\u00e9coms au Canada : une p\u00e9tition veut limiter l&rsquo;attente \u00e0 10 minutes"},"content":{"rendered":"\n<p class=\"wp-block-paragraph\">Une nouvelle p\u00e9tition parlementaire veut r\u00e9duire les d\u00e9lais du <strong>service \u00e0 la client\u00e8le des t\u00e9l\u00e9coms au Canada<\/strong>. Lanc\u00e9e le 27 octobre 2026, la p\u00e9tition e-7863 demande un temps d&rsquo;attente maximal de <strong>10 minutes pour parler \u00e0 un conseiller humain<\/strong>. Elle vise les fournisseurs de services cellulaires, Internet et de t\u00e9l\u00e9phonie. L&rsquo;objectif est d&rsquo;\u00e9viter les longues attentes, les transferts r\u00e9p\u00e9t\u00e9s et les appels interrompus avant qu&rsquo;un probl\u00e8me soit r\u00e9gl\u00e9.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Dix minutes pour joindre un v\u00e9ritable conseiller<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">La <a href=\"https:\/\/www.ourcommons.ca\/petitions\/fr\/Petition\/Details?Petition=e-7863\">p\u00e9tition d\u00e9pos\u00e9e \u00e0 la Chambre des communes<\/a> demande au CRTC d&rsquo;\u00e9tablir des normes de service claires et applicables. De plus, joindre un syst\u00e8me automatis\u00e9 ne suffirait pas. Le client devrait pouvoir parler \u00e0 une personne capable de commencer \u00e0 traiter sa demande. Des exceptions seraient toutefois possibles lors de circonstances extraordinaires. Les fournisseurs qui ne respecteraient pas les r\u00e8gles de fa\u00e7on r\u00e9p\u00e9t\u00e9e pourraient aussi s&rsquo;exposer \u00e0 des sanctions proportionnelles.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Les plaintes t\u00e9l\u00e9coms explosent au Canada<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Cette initiative arrive alors que les plaintes des consommateurs augmentent fortement. Selon les <a href=\"https:\/\/www.ccts-cprst.ca\/fr\/mise-a-jour-importante-statistiques-sur-les-plaintes-2025-2026\/\">donn\u00e9es de la CPRST<\/a>, <strong>41 235 plaintes ont \u00e9t\u00e9 accept\u00e9es en 2025-2026<\/strong>, soit une hausse de 74 % sur un an. L&rsquo;organisme a \u00e9galement re\u00e7u 53 195 plaintes au total. Cependant, ces chiffres couvrent plusieurs probl\u00e8mes, notamment la facturation et la qualit\u00e9 des services. Ils ne mesurent pas uniquement les d\u00e9lais d&rsquo;attente t\u00e9l\u00e9phoniques.<\/p>\n\n\n\n<figure class=\"wp-block-image aligncenter size-large\"><img fetchpriority=\"high\" decoding=\"async\" width=\"1024\" height=\"666\" src=\"https:\/\/www.planhub.ca\/blog\/wp-content\/uploads\/2026\/11\/canada-telecom-petition-e-7863-2026-1-1024x666.jpeg\" alt=\"Capture d'\u00e9cran de la p\u00e9tition parlementaire canadienne e-7863 sur les services de t\u00e9l\u00e9communications\" class=\"wp-image-29616\" srcset=\"https:\/\/www.planhub.ca\/blog\/wp-content\/uploads\/2026\/11\/canada-telecom-petition-e-7863-2026-1-1024x666.jpeg 1024w, https:\/\/www.planhub.ca\/blog\/wp-content\/uploads\/2026\/11\/canada-telecom-petition-e-7863-2026-1-300x195.jpeg 300w, https:\/\/www.planhub.ca\/blog\/wp-content\/uploads\/2026\/11\/canada-telecom-petition-e-7863-2026-1-768x499.jpeg 768w, https:\/\/www.planhub.ca\/blog\/wp-content\/uploads\/2026\/11\/canada-telecom-petition-e-7863-2026-1.jpeg 1080w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><figcaption class=\"wp-element-caption\"><em>La p\u00e9tition e-7863 demande des normes plus strictes pour les d\u00e9lais d&rsquo;attente au service \u00e0 la client\u00e8le des t\u00e9l\u00e9coms.<\/em><\/figcaption><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\">Une proposition, pas encore une obligation<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Pour le moment, aucune r\u00e8gle g\u00e9n\u00e9rale du CRTC n&rsquo;impose cette limite de 10 minutes aux fournisseurs. La p\u00e9tition demande donc un changement r\u00e9glementaire, sans garantir qu&rsquo;il sera adopt\u00e9. Les Canadiens peuvent la signer jusqu&rsquo;au <strong>26 novembre 2026<\/strong>. M\u00eame si elle re\u00e7oit davantage d&rsquo;appuis, une d\u00e9cision r\u00e9glementaire resterait n\u00e9cessaire pour imposer une nouvelle norme.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Que faire si votre fournisseur ne r\u00e9pond pas ?<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">En attendant, les consommateurs devraient conserver les dates de leurs appels, les num\u00e9ros de dossier et les \u00e9changes \u00e9crits. Si le probl\u00e8me demeure sans solution apr\u00e8s avoir contact\u00e9 leur fournisseur, ils peuvent <a href=\"https:\/\/www.ccts-cprst.ca\/fr\/pour-les-consommateurs\/plaintes\/deposer-une-plainte\/\">d\u00e9poser gratuitement une plainte aupr\u00e8s de la CPRST<\/a>, lorsque le litige rel\u00e8ve de son mandat. Enfin, pour ceux qui envisagent de changer d&rsquo;op\u00e9rateur, <a href=\"https:\/\/www.planhub.ca\/\">PlanHub<\/a> permet de comparer les forfaits et les fournisseurs disponibles.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Une nouvelle p\u00e9tition parlementaire veut r\u00e9duire les d\u00e9lais du service \u00e0 la client\u00e8le des t\u00e9l\u00e9coms au Canada. Lanc\u00e9e le 27 octobre 2026, la p\u00e9tition e-7863 demande un temps d&rsquo;attente maximal de 10 minutes pour parler \u00e0 un conseiller humain. Elle vise les fournisseurs de services cellulaires, Internet et de t\u00e9l\u00e9phonie. L&rsquo;objectif est d&rsquo;\u00e9viter les longues [&hellip;]<\/p>\n","protected":false},"author":45,"featured_media":29618,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[490,489,817],"tags":[182,1423],"class_list":["post-29615","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-internet-fr","category-mobile-fr","category-telecom-fr","tag-service-a-la-clientele","tag-telecom"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.8 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Service client t\u00e9l\u00e9coms : 10 minutes d&#039;attente max ? | PlanHub.ca<\/title>\n<meta name=\"description\" content=\"Une p\u00e9tition veut limiter \u00e0 10 minutes l&#039;attente au service client des t\u00e9l\u00e9coms au Canada. 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