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.
- Mobile phone or land line numbers whose prices are the regular call tariffs dependent on the consumer’s telephone connection and operator.
- corporate numbers whose prices are indicated with the acronym pvm/mpm (local network rate or mobile charge), when the price of the call is determined by the caller's telephone subscription. The local network rate (pvm) is charged for telephone calls made from a landline, while a mobile charge (mpm) applies to calls made from a mobile phone. calls to numbers whose price is indicated by the “pvm/mpm” acronym are not usually included in the monthly price of a package telephone subscription, but the price is separately laid down in the price list. Also, in pay-per-use telephone subscriptions, the price of calling mpm/pvm numbers can differ from the subscription's basic rate per minute.
- corporate numbers whose prices do not exceed the basic rate set by the Finnish Communications Regulatory Authority, namely EUR 0.084/minute. Calls to these numbers are not usually included in the monthly price of package subscriptions.
Consumers can demand that a company retrospectively reimburse telephone costs that exceed the approved basic rate, if the company uses a telephone number more expensive than the basic rate for matters related to concluded sales or contracts.
The basic rate requirement for customer services does not apply to contracts related to financial services or instruments, such as credit agreements and insurance policies.
Customer services subject to charge