An unexpectedly high mobile bill, roaming charges after a holiday or a termination that the provider does not recognise: disputes with telecom providers can become costly and frustrating. If you cannot find a solution directly with the provider, Ombudscom can help. It is the independent conciliation body for disputes in the Swiss telecommunications sector.
A conciliation procedure does not replace a court judgment. However, it can encourage providers and customers to review the case, disclose documents and find a pragmatic settlement. It is essential to prepare your case carefully and first give the provider a fair opportunity to resolve it.
When is Ombudscom responsible for your case?
Ombudscom handles disputes between private customers and telecommunications providers. This includes providers of mobile, Internet, landline and TV services. In other words, it concerns contracts and services you may have taken out through a mobile comparison, an Internet comparison or a TV offer.
Typical cases include:
- Unclear or very high bills, for example due to data usage, premium services or services that were allegedly not agreed
- Roaming charges, if you dispute the usage charged abroad or were not given information about cost limits and tariffs
- Termination disputes, for example if the provider claims not to have received your termination or continues charging basic fees
- Problems when changing providers, such as number porting, delayed activation or duplicate billing
- Contract changes, if you disagree with a price increase, reduced services or a minimum contract term
- Technical or administrative errors, such as an incorrect block, a service not provided or a bill issued after the contract ended
The conciliation body first checks whether each application is admissible. Not every problem with a provider automatically leads to a procedure. Ombudscom is particularly useful when there is a specific individual dispute and you have a clear, understandable claim.
For general questions about tariffs, the right subscription or termination periods, a comparison is often quicker. You can find an initial overview of offers in the provider comparison.
Requirement: you must contact the provider first
Before submitting a conciliation request, you must try to resolve the dispute directly with the provider. This is not a mere formality: Ombudscom requires evidence of prior contact.
A written complaint by e-mail, contact form or registered letter is important. A phone call alone is difficult to prove. If you call, at least note the date, time, name of the contact person and result of the conversation.
Your complaint should clearly state:
- which bill, termination or service you are disputing
- what happened from your point of view
- which documents support your position
- what you specifically want, such as a bill correction, confirmation of termination or credit
- by when you expect a written response
Give the provider a reasonable deadline. For proceedings before Ombudscom, it is relevant that the provider had an opportunity to respond. According to Ombudscom’s information, a waiting period of 30 days is reasonable if you receive no answer.
Do not simply accept a general rejection that does not explain your case. Ask in writing for a specific reason: which contract clause, usage data or termination information supports the provider’s claim? This response may later be important evidence.
Evidence to collect before submitting your request
A convincing application is not a long, emotional account. It consists of a clear chronology and the relevant documents. Gather the documents before completing the online form.
Documents for a disputed Telco bill
For a high mobile, Internet or TV bill, the following evidence is particularly relevant:
- the disputed bill with its number and date
- previous bills for comparison if costs suddenly increased
- the contract, order confirmation or tariff overview
- data usage or connection records, if available
- screenshots from the customer portal, for example showing cost limits or activated options
- your written complaint and the provider’s response
- proof of payment for the undisputed part of the bill
For roaming charges, also record the travel period and country. Check whether you received automatic SMS messages or other cost information when crossing the border. Only claim what you can prove. A surprisingly high bill alone is usually not enough; the tariff, usage, information provided and specific circumstances are decisive.
Documents for termination and changing providers
In termination cases, dates are often crucial. Keep:
- the complete termination notice
- proof of dispatch, such as the sent e-mail, acknowledgement of receipt or postal receipt
- the provider’s confirmation of termination, if available
- the contract start date, minimum term and termination period
- bills issued after the intended contract end date
- correspondence about changing providers or porting your number
If you terminated through a customer portal, immediately save a PDF confirmation or screenshot. Without evidence, it is much more difficult to prove the date and content of the termination.
How to submit a conciliation request to Ombudscom
You can submit the request through Ombudscom. Describe the case briefly, completely and in chronological order. The conciliation body does not need pages of arguments, but a comprehensible account.
A good structure is:
- Contract and parties: name the provider, customer number, affected phone or connection number and service.
- Chronology: list the main events with dates: conclusion of the contract, bill, termination, contact and provider response.
- Disputed issue: explain precisely which item you contest. For example: “In my view, the roaming charge of CHF X for period Y is incorrect.”
- Previous attempt to resolve the matter: attach your complaint and the provider’s response. If there was no response, document when you complained.
- Claim: state a realistic objective, such as cancelling a specific bill item, issuing a credit or recognising a termination date.
- Attachments: number bills, e-mails and evidence so Ombudscom can review the facts more quickly.
Submit only documents relevant to the dispute. Personal data unrelated to the case should be redacted. On bills, however, the details identifying the contract and disputed items must remain visible.
Deadlines and costs: what you need to know
Do not wait too long to submit your request. According to Ombudscom’s procedural information, an application must generally be submitted within twelve months of the provider’s last statement. If the provider does not respond, the documented initial complaint is particularly important.
The same dispute must also not already be pending before a court. Ombudscom is an out-of-court procedure. It is intended to enable a settlement, not to make a parallel decision while proceedings are ongoing.
For private customers, Ombudscom may charge a processing fee. This is no more than CHF 20. Check the current requirements directly with Ombudscom before submitting your request, as the conciliation body will inform you about the specific costs and next steps.
The Federal Office of Communications also explains the legal and organisational basis and the requirements on its page “When can I contact Ombudscom?”. Details of the process are available in Ombudscom’s questions and answers.
What happens after submission?
After receiving the request, Ombudscom first checks whether it meets the formal requirements. If important information or evidence is missing, the conciliation body may ask questions. The provider concerned is then informed of the case and given an opportunity to comment.
Ombudscom subsequently tries to mediate between the parties. Depending on the case, this may lead to a direct settlement, a recommended solution or a statement. The procedure focuses on conciliation and therefore is not equivalent to a binding court judgment.
For you, this means staying factual, answering questions on time and relying on verifiable facts. New demands or changing accounts make a settlement more difficult.
Do not simply ignore the bill
Even if you dispute a bill, you should not remain inactive. Tell the provider in writing which items you dispute and why. As a rule, you should pay the undisputed part on time. This avoids additional reminder fees and shows that your dispute concerns a specific difference, not a general refusal to pay.
If suspension or debt enforcement is threatened, respond immediately and document every step. Ombudscom can be a useful point of contact, but it does not replace individual legal advice for complex or particularly high claims.
Checklist: are you ready for Ombudscom?
Before sending your application, check these points:
- You have already contacted the provider in writing.
- The provider rejected your request or did not respond for at least 30 days.
- You have collected the bill, contract, correspondence and relevant evidence.
- Your claim is quantified specifically or described clearly.
- No more than twelve months have passed since the provider’s last statement.
- No court proceedings are pending for the same dispute.
- You know about the possible processing fee of up to CHF 20.
A clear chronology, complete evidence and a realistic claim increase the chances that your dispute can be reviewed efficiently. Ombudscom is particularly useful when direct communication has stalled but you do not yet want to start court proceedings.
