My phone or internet provider will not solve my complaint: where can I go for free in Switzerland?
ombudscom is the official dispute body under the Telecommunications Act; providers must take part. File online or by post once your complaint to the provider has failed. You pay a CHF 20 handling fee. Cases currently take up to 3 months or longer.
If your provider does not solve your complaint, an independent body can look at it, usually free of charge for you. You normally have to complain to the provider first; how to file in Switzerland is below.
📜 The rules in Switzerland
The details
- The proposal is not binding (Art. 12c FMG). If both sides sign it, it has the effect of a private contract that can be enforced in court. In principle you can also go to court. (de.ombudscom.ch)
- Providers must take part in the procedure and answer ombudscom's questions (Art. 47 FDV). A provider that ignores this duty is reported to BAKOM. (de.ombudscom.ch)
- The ombudsman cannot award damages, but can propose a refund, a credit, cancelling a bill or withdrawing a debt collection. (de.ombudscom.ch)
- Filing does not stop other deadlines or reminders. Ask your provider yourself to pause reminders on a disputed bill or to lift a block while the case runs. (de.ombudscom.ch)
- If you dispute a bill for services other than telecom, the provider may not block your telecom access or end the contract over it before the dispute is settled (Art. 12bbis FMG). (fedlex.data.admin.ch)
ombudscom – Schlichtungsstelle Telekommunikation
Official telecom dispute body: mediates between you and your provider once your complaint to the provider has failed. You pay a CHF 20 handling fee. Phone line for questions on the procedure, working days 10:00–13:00.
Bundesamt für Kommunikation (BAKOM)
Federal telecoms authority for complaints under public telecom law, such as universal service, emergency call routing, value-added numbers, spam and free choice of provider. If it finds a breach, it can open supervisory proceedings or, for example, withdraw a number.
Free dispute resolution
ombudscom – Schlichtungsstelle Telekommunikation · a fee may apply
What to do first: Complain to your provider first: by phone, in a shop, or in writing by letter, e-mail, chat or form. Give it time to answer, as a rule 7 days for a letter and 3 days for e-mail, form or chat.
Time limit: Your last provable contact with the provider about the dispute should as a rule be no more than 12 months old, and no court or arbitral tribunal may be dealing, or have dealt, with the same case.
🪜 Step by step
- Complain to the provider firstWrite down what went wrong, what you want and by when. Keep the complaint reference.
- Wait for the answerGive the provider the time the rules allow. Keep all emails, letters and chat logs.
- File with the dispute bodyUse its online form or address, and attach your complaint and the provider’s answer.
- Decide on the outcomeCheck whether the result is binding. If it is not, you can usually still go to court.
📇 Who to contact
❓ Questions
Does it cost anything?
For consumers it is usually free. The details for Switzerland are on this page.
Do I need a lawyer?
No. You can file yourself; the procedure is designed for consumers.
Does the provider have to take part?
That depends on the rules in Switzerland. Check the dispute body’s own page, linked here.
📎 Sources
- de.ombudscom.ch →
- de.ombudscom.ch →
- fedlex.data.admin.ch →
- bakom.admin.ch →
- de.ombudscom.ch →
- de.ombudscom.ch →
- bakom.admin.ch →
- konsumentenschutz.ch →
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