Commission of dental experts (ZBK)
A service provided by the SSO for its patients
The SSO offers two services that you can contact if you encounter any problems in relation to dental treatment: firstly the ZOS free ombudsman service, and secondly the ZBK commission of dental experts.
If you experience any problems with your dental treatment, we would always recommend discussing it first with the dentist treating you in order to try and reach an amicable settlement.
If this does not produce a satisfactory resolution, you can contact the dental ombudsman.Dental ombudsman (ZOS)
SSO's ombudsman service is available every day from 8 am to 10 am on 061 312 02 81. You can also communicate your concerns in writing to the email address firstname.lastname@example.org. Our representative will then note your question or complaint and advise you. This advice is provided free of charge. If the problem cannot be resolved to your satisfaction, the next step is to contact the commission of dental experts.Commission of dental experts (ZBK)
The commission of dental experts is made up of six dentists appointed by SSO; a group of two assessors investigates individual complaints in each case. The president of this commission is the association's lawyer who makes sure that the case is investigated in the form prescribed by law. In addition, a university expert also plays a leading role in the commission of dental experts.
If you would like to use the services of this commission, please formulate your problem/complaint in writing and state the reasons for your complaint, then send this along with any supporting documents to the SSO Secretariat, Birsigstrasse 2, 4051 Basel. You will then receive an extract from the rules governing the commission of dental experts which explains the complaints procedure and tells you what to do next. You can also download this extract from the rules as a pdf file. The commission will convene once you have paid a deposit of CHF 300. This deposit will be split pro rata among the parties at the end of the proceedings. You will be interviewed and clinically examined by the assessor group assigned to your case. Any X-ray images and the whole course of treatment, including the fee invoice, will be examined. The assessors will attempt to reach a compromise and achieve an amicable settlement between the two parties. Irrespective of the outcome of the complaint, the assessor group will draw up a written summary of the case and provide the parties with a copy.
If mediation is unsuccessful and the parties do not accept the proposal for settlement, the proceedings will be terminated and the case considered closed. The only remaining option for the patient is the far more expensive route of litigation via the ordinary courts. The findings and proposal for settlement set out in the final summary may also be presented in court.
Important: Only dentists belonging to the SSO are obliged to submit to investigation by the ZBK commission of dental experts. If your dentist is not a member of SSO, the commission can only examine the case if your dentist gives his or her consent. If a non-member does not consent to this and you are unable to reach an amicable settlement privately, your only recourse is to pursue the matter in the courts, which may be lengthy and expensive.