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.
  • Number to which the cost of calling is determined based on the consumer’s subscriber connection agreement.

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 inquiries about opening hours or products for sale, 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 able to prepare for the costs arising from the 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.