Any person, including any moral person, may turn to ombudscom regarding a dispute with a telecommunications service provider or added-value service provider, as long as they are the end consumer of the service.
The dispute resolution service can deal with conflicts which relate
- to a contract between the customer and the operator or provider
- to the consumption or use of telecommunication services.
For example, when there are problems concerning:
- billing (including value-added services and roaming services),
- the cancellation and/or the term of a contract, in particular on a change of operator,
- free choice of telecommunications service provider (preselection, cold calling).
- activation or deactivation of charged-for SMS-MMS services,
- the quality of services
- the warranty on equipment received on conclusion of a contract (e.g. subsidised terminals),
- the application of the general conditions associated with a contract,
- blocking of the connection by the operator in the event of non-payment of a disputed amount concerning value-added services
The dispute resolution service cannot
- determine damages if there is a moral fault,
- intervene in cases governed by public law (see "Whom can I turn to in other cases?")
Costs of dispute resolution
The dispute resolution service can fix the amount required from a consumer for handling a dispute resolution request at CHF 20.00 maximum.
Last modification 30.10.2015