Follow these steps to get your question dealt with without unnecessary delay.
1. First check if you can find an answer to your question
Concise info packages on consumer legislation
The Consumer Ombudsman’s guidelines contain information and practical advice regarding the application of the provisions.
2. If you cannot resolve the issue, contact the Consumer Advisory Services.
The Consumer Advisory Services can help you with:
- disputes concerning goods or services between a consumer and a company. The Consumer Advisory Services provide information on such
- issues as compensation for a defect, contracts and payments
- consumer law issues that concern the application of legislation on marketing or contract terms.
For example, companies can ask for guidance in situations where
- a consumer’s demand seems unreasonable and not in line with the principles of the Consumer Protection Act.
- a dispute between a company and consumer concerns a new issue for which existing consumer protection principles do not provide a clear interpretation.
- a company is unsure of whether its contract terms or marketing comply with the Consumer Protection Act.
The Consumer Advisory Services will only examine individual disputes on the consumer’s initiative and mediate in them if the preconditions for this are met. In these situations, the company is given an assessment of the issue, and they can direct the customer to contact the Consumer Advisory Services.
The Consumer Advisory Services do not handle
- disputes between businesses. In such cases, you can contact your industry association for advice
- disputes related to buying and selling between private individuals (exceptions to this rule include disputes related to sales and rentals of homes).
- disputes between a housing company and a resident
- trade in securities and shares
- issues related to state and municipal services.
Consumer advice gives guidance in Finnish and Swedish. Therefore persons wishing to consult an advisor in some other language must get an interpreter at their own expense. Read more about the duties of consumer advice.
If your problem is already being handled by the Consumer Advisory Services and you have received the direct contact details of an expert, contact the person handling the case directly.
You can contact the Consumer Advisory Services by telephone at 029 505 3050 (Monday, Tuesday, Wednesday, Friday 9–12, Thursday 12–15 thlna/msa). There will be no charge except the call price billed by your telephone operator.
If the telephone service is engaged, you can request a call back. This way you do not need stay on the line as the expert will call you when they are free. Calls are answered in the order in which they were made. If your number is unlisted, you cannot leave a request for a call back.
Please make sure you have the relevant documents at hand when calling the Consumer Advisory Services.
Calls (including waiting time) to telephone numbers beginning 0295 at the Finnish Competition and Consumer Authority are charged at the local network rate (lnr) if they are made from landlines, and at the mobile network rate (mnr) if made from mobile telephones.
The rate depends on the caller’s agreement with the telephone operator. In addition to a time-based charge, the operator may charge a starting fee per phone call. Calls to these numbers are not included in most free call packages
Consumer advice online contact form
Advisor will respond by telephone within about five working days. You will most likely receive a reply by a phone call.
An expert will get back to you by telephone or e-mail within five working days. As a rule, they will contact you by telephone. The call will come from a number with the initial digits 029, or it may come up as a call from an “unknown number”.