Free ombudsman offices for consumer disputes

Last checked: 11 Oct 2026. Unofficial student guide, not EPFL or government advice: confirm on the linked official pages before you act. Unfamiliar abbreviation? See the Glossary.

When a phone company, transport company, travel agency, insurer or bank will not solve your problem, a neutral ombudsman office (organe de médiation or ombudsman) can mediate. Most are free. They are not courts: they cannot force a company to do anything. For other free legal help, see Free legal advice for students.

Key facts

• Always try the company first, in writing, and keep its answer. Every office below asks for this, except where noted.
• Costs: free for public transport, travel, health insurance, private insurance and banks; CHF 20 handling fee for ombudscom (telecom).
• Send copies, not originals: your contract, invoices and the exchange with the company.
• Going to an ombudsman does not stop legal deadlines running (health insurance ombudsman; see each office).

1. Telecom: ombudscom

• When: civil disputes about telecom or value-added services billed by a telecom provider, such as disputed bills (e.g. high roaming costs), unrequested contract changes, unordered premium numbers or SMS, blocked connections, poor customer service (ombudscom).
• Company first: you must show you tried, without success, to find a solution with the provider. Your last contact with it must be no more than 12 months ago (ombudscom).
• Cost: CHF 20 handling fee for clients. The procedure is usually written (ombudscom). Because of the high number of cases, it can currently take up to three months or more (ombudscom, Demande de conciliation).
• Contact: Spitalgasse 14, 3011 Bern; +41 31 310 11 77, working days 10:00 to 13:00 (ombudscom).
• Phone contracts and switching: Phone and mobile; home internet disputes: Home internet.

2. Public transport: Service de médiation des transports publics

The Ombudsstelle öffentlicher Verkehr (Service de médiation des transports publics) is run by the Union of Public Transport (UTP) and does not take instructions from transport companies (UTP).

• When: any public transport traveller in a conflict with a transport company (UTP).
• Company first: you must first try to solve it with the company concerned; only if that fails can you turn to the service (UTP; UTP, Contact).
• How: in writing, ideally by email to info@servicedemediation.ch (French-speaking Switzerland), with your name, address, date of birth and your correspondence with the company (UTP, Contact).
• Cost: free, according to the Federal Consumer Affairs Bureau's list of ombudsman offices (BFC, Streitbeilegung (in German)). The UTP itself requires you to contact the transport company first (UTP).
• Delay refunds work through the rail company first: see Train delay compensation.

3. Travel: Ombudsman de la branche suisse du voyage

• When: disputes with a travel agency or tour operator, and complaints about Swiss accommodation (hotels, holiday rentals, youth hostels) (Ombudsman tourisme). Bookings must be made through an agency or tour operator based in Switzerland or Liechtenstein (competence).
• Not for flights booked directly with an airline: contact the airline first, then use the Federal Office of Civil Aviation (FOCA) online form if unsatisfied or after 6 weeks without an answer (competence page).
• Company first: you must have complained to the provider and received no answer or no amicable solution (Déposer une plainte).
• Cost: free for consumers. If a legal protection insurer or a lawyer already handles the case, the assessment can be charged (Ombudsman tourisme).
• Contact: Etzelstrasse 42, 8038 Zurich; +41 44 485 45 35, Mon to Fri 10:00 to 12:00 and 14:00 to 16:00.

4. Health insurance: Office de médiation de l'assurance-maladie

• When: disputes with your health insurer about basic insurance (LAMal), supplementary insurance (LCA) or daily allowance insurance; for example a refused claim, problems changing insurer, a statement you do not understand, or no reply (Ombudsman de l'assurance-maladie).
• Not for: disputes with doctors or hospitals, premium approval, or other social insurances. It no longer steps in once the insurer has issued a formal decision (décision) or a court case is running (FAQ).
• Cost: free; claims worth less than CHF 100 cannot be handled (FAQ).
• Deadlines keep running: contacting the office does not stop limitation or appeal deadlines (FAQ).
• Company first: To verify. The pages checked do not state that you must contact the insurer first; it is sensible to do so.
• Contact: Case postale 519, 6002 Lucerne; +41 41 226 10 11, Mon to Fri 9:00 to 11:30 (FAQ).
• Basics of Swiss health insurance: Health insurance (LAMal).

5. Private insurance and Suva: Ombudsman de l'assurance privée et de la Suva

• When: a disagreement with Suva or a private insurer that belongs to the foundation, for example household contents, liability, travel or life insurance. Health insurers (basic and supplementary) are not covered; go to section 4 (Ombudsman des assurances, FAQ).
• Company first: send your request or complaint in writing to your insurer; you can go to the ombudsman if its answer does not satisfy you. The insurer's written position is needed to submit your request (FAQ).
• Cost: free for applicants; you can still go to court afterwards (FAQ).
• No fixed deadline, but waiting too long can make a claim time-barred (FAQ).

6. Banks: Ombudsman des banques suisses

• When: questions and complaints from clients of banks and financial service providers affiliated with the Swiss Bankers Association. It is also the contact point for searching dormant assets (Swiss Banking Ombudsman).
• Company first: in principle the ombudsman acts only after you have complained in writing to the bank's management or complaints department and it has had a chance to reply (La procédure en bref).
• Cost: free ("neutre et gratuit") (Swiss Banking Ombudsman).
• Opening an account and fees: Banking in practice.

7. Public administration: Bureau cantonal de médiation administrative (BCMA)

• When: problems with the Vaud cantonal administration, bodies doing public tasks for the canton, or the Vaud courts and Public Prosecutor's office. The BCMA (Bureau cantonal de médiation administrative) listens, explains how the administration works and can act as an intermediary with the authority concerned (État de Vaud, BCMA).
• Not for: communes, other cantons or federal authorities, and it cannot change court decisions. Contacting it does not stop complaint, objection or appeal deadlines (BCMA).
• Cost: free, independent and confidential; open to anyone, whatever their domicile, status or nationality (État de Vaud, Médiation administrative).
• Contact: Rue Caroline 2, Case postale 171, 1001 Lausanne; contact.mediation@vd.ch; +41 21 557 08 99, phone hours Monday and Thursday 9:30 to 11:30. Meetings by appointment (Médiation administrative).