Ombudsman Service: Independent mediation in disputes
The bso Ombudsman Service acts as a neutral body for resolving disputes. It mediates between clients and members, as well as amongst association members, to find mutually agreeable solutions. The Ombudsman Service operates with discretion, provides expert advice, and is free of charge for those making a request.
Neutrality as the cornerstone of mediation
The Ombudsman’s Office operates in strict confidence and is not empowered to impose sanctions. The focus is not on punishment, but on an objective review of the facts and a mutually agreed resolution. Both parties are heard in order to find a professional solution that meets the bso quality standards.
Advisory role without sanctions
The Ombudsman’s Office acts in an advisory and mediating capacity. It issues recommendations but does not impose sanctions. The parties involved retain the right to take legal action at any time.
Impartiality through democratic election
To ensure complete independence, the members of the Ombudsman’s Office are elected directly by the General Assembly. They hold no other positions within the association. This ensures that every matter is examined in a completely impartial and neutral manner.
Responsibilities and support
The Ombudsman’s Office steps in when there is a need for clarification in professional dealings.
In the event of disputes between clients and members
If clients or organisations are dissatisfied with the advisory services provided by a bso member.
In cases of arbitration between members
When bso members need to resolve a work-related dispute amongst themselves.
If you encounter any problems during the course
If participants from a bso-accredited institution have been unable to reach an internal agreement.
The binding framework for assessment
The work of the Ombudsman’s Office is based on the association’s core values. These form the objective criteria for assessing complaints and arbitration cases:
Procedure for lodging a complaint
The procedure is clearly structured, confidential and fair. The aim is to clarify the facts and – where possible – reach an amicable solution.
Overview of the process:
- Submission: Written submission of the complaint.
- Review: Clarification of jurisdiction and the facts of the case.
- Dialogue: Contacting all parties involved.
- Analysis: Review of documents and, where necessary, consultation with experts.
- Conclusion: Recommendation or formal report
Befugnisse und Verfahrensgarantien
Um eine neutrale und fundierte Vermittlung zu gewährleisten, agiert die Ombudsstelle nach klaren Regeln und mit den notwendigen Befugnissen. Dies stellt sicher, dass jeder Fall objektiv beurteilt und fair behandelt wird.
Kompetenzen der Ombudspersonen
Zur Klärung des Sachverhalts und zur Erarbeitung einer Lösung sind die Mitglieder der Ombudsstelle befugt:
- Beteiligte Personen zu befragen: Anhörung aller Parteien für ein umfassendes Bild.
- Unterlagen einzusehen: Prüfung aller für den Fall notwendigen Dokumente.
- Expertise beizuziehen: Beizug von externen Fachpersonen (z. B. Jurist:innen) bei Bedarf.
- Empfehlungen auszusprechen: Abgabe von fachlichen Vorschlägen zur Konfliktlösung.
Verbindliche Grundsätze
- Absolute Schweigepflicht Sämtliche Inhalte des Verfahrens werden streng vertraulich behandelt. Die Diskretion bleibt während und nach dem Prozess vollumfänglich gewahrt.
- Vollständige Kostenfreiheit Die Vermittlung durch die Ombudsstelle sowie der Beizug von Expert:innen sind für die Antragstellenden kostenlos (finanziert durch den bso).
- Garantierter Ausstand Bei persönlicher oder beruflicher Befangenheit gegenüber einer Partei tritt das Mitglied der Ombudsstelle sofort vom Fall zurück, um Unabhängigkeit zu sichern.
Mitglieder der Ombudsstelle
Vertraulichkeit beginnt beim persönlichen Kontakt. Die gewählten Ombudspersonen führen durch den gesamten Vermittlungsprozess.
Contact the Ombudsman’s Office
bso – Professional Association for Coaching, Supervision and Organisational Consultancy
Tägerhardring 8
5436 Würenlos
📞 056 552 07 63
✉️ info@bso.ch