{"id":13775,"date":"2023-03-06T15:50:35","date_gmt":"2023-03-06T15:50:35","guid":{"rendered":"https:\/\/cpatacabamcdev.wpengine.com\/?page_id=13775"},"modified":"2023-03-06T15:53:43","modified_gmt":"2023-03-06T15:53:43","slug":"regle-4-qualite-du-service","status":"publish","type":"page","link":"https:\/\/cpata-cabamc.ca\/fr\/votre-profession\/deontologie\/analyses-ethiques-et-recommandations-old\/regle-4-qualite-du-service\/","title":{"rendered":"R\u00e8gle 4 \u2013 Qualit\u00e9 du service"},"content":{"rendered":"\t\t
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La qualit\u00e9 du service ne se limite pas \u00e0 la prestation d\u2019une aide comp\u00e9tente et opportune \u00e0 la client\u00e8le. \u00c0 titre d\u2019obligation \u00e9thique, la qualit\u00e9 du service rel\u00e8ve \u00e9galement de notions comme la tenue de discussions franches et honn\u00eates avec la client\u00e8le quant au bien-fond\u00e9 de leurs demandes, ou encore le fait de veiller \u00e0 ce que la client\u00e8le comprenne le processus et les co\u00fbts li\u00e9s \u00e0 leurs demandes.\u00a0<\/span>\u00a0<\/span><\/p>

\u00a0<\/span>L\u2019analyse suivante s\u2019applique lorsque les titulaires de permis ne sont pas d\u2019accord avec leur client(e), ou lorsqu\u2019ils ont besoin de leur faire part de renseignements susceptibles de leur d\u00e9plaire. L\u2019analyse expose les dispositions pr\u00e9vues au <\/span>Code de d\u00e9ontologie<\/span><\/a> (le Code) du Coll\u00e8ge des agents de brevets et des agents de marques de commerce (CABAMC) quant aux obligations \u00e9thiques selon lesquelles les titulaires de permis doivent \u00eatre ouverts et transparents avec leur client\u00e8le, en plus d\u2019en expliquer l\u2019assimilation \u00e0 l\u2019obligation de qualit\u00e9 du service.<\/span>\u00a0<\/span>\u00a0<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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Le sc\u00e9nario <\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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Une personne titulaire de permis compte parmi sa client\u00e8le r\u00e9guli\u00e8re un client qu<\/span>\u2019<\/span>elle a repr\u00e9sent\u00e9 dans le cadre de nombreuses demande<\/span>s<\/span> fructueuses<\/span>. <\/span>Le client communique avec la personne titulaire de permis afin <\/span>de solliciter ses services dans le cadre d<\/span>\u2019<\/span>une nouvelle demande de brevet.<\/span> Toutefois, \u00e0 son avis professionnel, la demande du client n<\/span>\u2019<\/span>a presque aucune chance de r\u00e9ussite.<\/span>\u00a0<\/span><\/span>\u00a0<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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Les r\u00e8gles <\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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Le principe directeur de la Partie<\/span>\u202f<\/span>4 du Code pr\u00e9voit ce qui suit<\/span>\u202f<\/span>:<\/span><\/span> <\/span><\/span>\u00a0<\/span><\/p>

Lorsqu\u2019il conseille un client, l\u2019agent doit \u00eatre honn\u00eate et franc, et il doit donner au client tous les renseignements qu\u2019il poss\u00e8de et qui pourraient avoir une incidence sur les int\u00e9r\u00eats du client dans l\u2019affaire.\u00a0<\/span><\/span>\u00a0<\/span><\/p>

La r\u00e8gle<\/span>\u202f<\/span>4(2) pr\u00e9voit ce qui suit<\/span>\u202f<\/span>:<\/span><\/span>\u00a0<\/span><\/p>

L\u2019avis de l\u2019agent doit \u00eatre sinc\u00e8re et transparent, et il doit clairement refl\u00e9ter ce que l\u2019agent pense en toute honn\u00eatet\u00e9 du bien-fond\u00e9 de l\u2019affaire en cause et des r\u00e9sultats probables.\u00a0<\/span><\/span>\u00a0<\/span><\/p>

Le commentaire de la r\u00e8gle<\/span>\u202f<\/span>4(2) <\/span>pr\u00e9voit ce qui suit<\/span>\u202f<\/span>:<\/span>\u00a0<\/span><\/span>\u00a0<\/span> <\/span><\/p>

\u00c0 l<\/span>\u2019<\/span>occasion, l<\/span>\u2019<\/span>agent doit \u00eatre ferme avec son client.<\/span> \u00catre ferme, sans \u00eatre impoli, n\u2019est pas une infraction \u00e0 la r\u00e8gle.<\/span> Dans ses communications avec le client, l\u2019agent pourrait \u00eatre en d\u00e9saccord avec le client ou \u00eatre pr\u00e9occup\u00e9 par la position du client au sujet de l\u2019affaire, et il pourrait ainsi donner des conseils qui ne plairont pas au client.<\/span> Une telle situation pourrait l\u00e9gitimement exiger une discussion ferme et anim\u00e9e avec le client. L\u2019agent ne doit pas cacher au client des faits qu\u2019il sait \u00eatre pertinents au mandat.<\/span><\/span>\u00a0<\/span><\/p>

La r\u00e8gle<\/span>\u202f<\/span>4(3) pr\u00e9voit ce qui suit<\/span>\u202f<\/span>:<\/span><\/span>\u00a0<\/span> <\/span><\/p>

Si l\u2019agent croit que le client a mal compris ou mal interpr\u00e9t\u00e9 sa position ou l\u2019enjeu r\u00e9el, il d\u00e9ploie les efforts raisonnables pour fournir des \u00e9claircissements concernant ses conseils et ses recommandations au client.<\/span><\/span> \u00a0<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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Conseil du CABAMC <\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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L\u2019honn\u00eatet\u00e9 et la franchise sont au c\u0153ur de la Partie\u202f4 du Code, qui \u00e9tablit les r\u00e8gles quant \u00e0 la qualit\u00e9 du service. Selon les exigences de la r\u00e8gle\u202f4, les titulaires de permis doivent veiller \u00e0 ce que leur client\u00e8le comprenne les conseils prodigu\u00e9s, et la r\u00e8gle\u202f4(3) sous-tend que cette obligation est continue, ce qui en fait une exigence positive selon laquelle les titulaires de permis doivent parler \u00e0 leur client(e) s\u2019il devient \u00e9vident qu\u2019il ou elle ne comprend pas ce dont il est question.\u00a0<\/span>\u00a0<\/span><\/p>

\u00a0<\/span>Il n\u2019est pas toujours facile d\u2019avoir une discussion franche. Le(la) client(e) peut refuser d\u2019entendre raison ou ne pas comprendre les nuances et les subtilit\u00e9s du processus, et il arrive aux titulaires de permis de repousser une discussion difficile parce qu\u2019ils craignent qu\u2019elle soit d\u00e9plaisante. Le fait d\u2019apprendre \u00e0 \u00eatre direct et \u00e0 tenir des discussions difficiles est un aspect important de la trousse de comp\u00e9tences des titulaires de permis. Il peut \u00eatre utile d\u2019obtenir des conseils aupr\u00e8s de mentor(e)s, ou aupr\u00e8s d\u2019une personne plus exp\u00e9riment\u00e9e : les titulaires de permis peuvent ainsi s\u2019entra\u00eener \u00e0 aborder le sujet, ou obtenir de l\u2019orientation quant \u00e0 la meilleure fa\u00e7on d\u2019approcher la client\u00e8le.\u00a0<\/span>\u00a0<\/span><\/p>

\u00a0<\/span>En fin de compte, chaque titulaire de permis doit d\u00e9cider de la ligne de conduite \u00e0 adopter pour prot\u00e9ger les int\u00e9r\u00eats des client(e)s et respecter ses obligations professionnelles. Chaque cas est unique et il appartient \u00e0 la personne titulaire de permis d\u2019exercer son propre jugement professionnel. Par ailleurs, gr\u00e2ce au formulaire d\u2019enqu\u00eate d\u00e9ontologique, les sp\u00e9cialistes de la conduite professionnelle du CABAMC sont disponibles pour aider les titulaires de permis \u00e0 interpr\u00e9ter le Code dans le cadre du processus d\u2019\u00e9valuation des risques et d\u2019analyse \u00e9thique.<\/span>\u00a0<\/span><\/p>

Nous sommes impatient(e)s de recevoir d\u2019autres demandes et de fournir davantage de conseils aux titulaires de permis. Ce processus nous aide \u00e0 cerner les domaines dans lesquels de plus amples renseignements ou analyses pourraient \u00eatre utiles et contribuera \u00e0 \u00e9clairer notre future consultation sur le Code.<\/span>\u00a0<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"

La qualit\u00e9 du service ne se limite pas \u00e0 la prestation d\u2019une aide comp\u00e9tente et<\/p>\n","protected":false},"author":7,"featured_media":0,"parent":7202,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"site-sidebar-layout":"no-sidebar","site-content-layout":"page-builder","ast-site-content-layout":"default","site-content-style":"default","site-sidebar-style":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"disabled","ast-breadcrumbs-content":"","ast-featured-img":"disabled","footer-sml-layout":"","theme-transparent-header-meta":"default","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"default","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"ast-content-background-meta":{"desktop":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"footnotes":""},"folder":[],"class_list":["post-13775","page","type-page","status-publish","hentry"],"acf":[],"yoast_head":"\nR\u00e8gle 4 \u2013 Qualit\u00e9 du service - 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