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Termination of Elisa’s broadband service too complicated – Consumer Ombudsman demanded changes

Press release
Elisa Oyj has committed to correcting the termination procedures for broadband services to meet the requirements of the Consumer Ombudsman. Contract termination must be possible effortlessly through multiple channels, guidance on termination must be clear, and customer termination requests must be respected during calls.

The Consumer Ombudsman identified several issues in Elisa’s termination procedures. For instance, Elisa had removed the electronic termination channel (OmaElisa) and there were no easily accessible alternatives on Elisa’s website for terminating broadband services online, such as an electronic contact form.

Terminating a contract of indefinite duration is one of the consumer’s fundamental rights.  Broadband services fall under so-called essential services, where it is particularly important that consumers can effortlessly terminate their contracts and easily switch service providers using readily available and quick contact channels.

”Broadband contracts must be possible to terminate both electronically and by phone, so that different consumer groups can exercise their rights with ease. Termination must be as easy as entering into the contract, and it should be possible through at least the same channels that are available for concluding the contract."

Consumer Ombudsman Katri Väänänen

Clear guidance is key

Elisa failed to offer adequate guidance to consumers regarding the process of submitting written terminations, and many consumers were left with the impression that termination could only be done by calling or in-store.

The company must provide understandable and comprehensive guidance on how to terminate a service contract, and through which channels it is possible. This allows the consumers to exercise their statutory rights and choose a termination channel that meets their personal needs.

Consumers’ wishes must be respected during calls in which consumers mean to terminate their service contract

Based on consumer contacts and call recordings provided by Elisa, marketing was directed at consumers during termination calls. Additionally, the consumers’ reason for terminating the service contract inquired about or even questioned during termination calls. The Consumer Ombudsman emphasizes that the consumer’s will to terminate the contract must be prioritized during the termination call.

"When a consumer calls to terminate a service, their decision must not be questioned. It must be entirely voluntary for the consumer to disclose the reason for termination or provide feedback to the company. Services may only be marketed if permission has been obtained from the consumer during the termination call."

Consumer Ombudsman Katri Väänänen

Elisa has promised to correct its termination procedures as required by the Consumer Ombudsman.

Complicating termination is evident in many services

In addition to Elisa, the Consumer Ombudsman also approached DNA in August and requested clarification on its termination practices.

Complicating termination is a growing phenomenon that is causing consumers increasing problems across various sectors. Therefore, the Consumer Ombudsman has increased oversight and guidance related to termination practices.

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