Customer services subject to charge
Cost of telephone contacts in customer relations
Consumers have the right to benefit from customer service after making purchases and signing contracts. Customer service must be offered through a telephone number subject to basic rates for matters related to prior purchases, sales and contracts, such as:
- Delays or faults in goods or services
- Contract cancellations or terminations
- Queries concerning unclear matters on invoices
The basic rates allowed in customer relationship management are:
- Numbers that are completely free of charge.
- Numbers whose prices are the regular call tariffs dependent on the consumer’s telephone connection and operator.
If a consumer calls about a matter concerning a prior purchase or contract, and the company applies a charge higher than the basic rate, the company must compensate the consumer for the phone charges incurred, if the consumer demands it.
Compensation of charges incurred from complaints
If the consumer’s query is related to something other than a prior purchase, sale or contract, the requirement concerning basic rates for customer service numbers does not apply. Number that is more expensive than a basic-rate phone line can be used, for example, related to shop opening hours, products sold, additional services or advisory services subject to charge (such as legal advice).
Compensation of charges incurred from complaints
Telephone network numbering (Traficom)
Companies must indicate clearly which of their telephone numbers is for queries concerning existing contracts, and which is intended for other purposes.
The consumer must be prepared for the costs of the telephone call. For this reason, it must be clear to the consumer what the price of a call is or how it is determined when a number is mentioned in advertisements, in a catalogue, in contract terms, on a website, etc.
Compensation of charges incurred from complaints
According to the Finnish Consumer Protection Act, consumers must not incur any costs from complaining about a defective product or service, because the company in is obliged to correct the defect at its own cost.
If a consumer makes a valid complaint, the company must compensate the consumer in arrears for the telephone charges incurred in relation to the complaint.
In order to file a complaint, consumers may use the forms provided on our website.