The consumer is entitled to expect that
- invoicing is done as agreed
- invoices are sufficiently clear
- invoices include sufficient information for checking their accuracy
If use of the service is minor, the operator might not send an invoice every month. Operators generally have minimum invoicing amounts. If the balance due is below the set minimum, an invoice will not be sent. If, however, you have previously received invoices on a regular basis and then do not receive one, it is a good idea to contact customer service to follow up on the matter.
An itemisation of the invoice
If the invoiced amount is exceptionally large or you have other doubts regarding the accuracy of the invoice, browse the operator's website for information on invoicing principles. If you can't find the relevant information, contact your operator's customer service and if necessary, ask the operator for an itemised invoice.
The operator must provide an itemisation of the invoice free of charge. According to law, the itemisation must be provided without a separate request if the sum total of the invoice exceeds EUR 50. In practice, however, a mobile phone invoice always itemises the basic charges, data transfer services and transactions by type of call and message.
Read more: Itemised phone bills (Finnish Communications Regulatory Authority)
Complaints about erroneous invoices or purchases
Purchases paid for through telephone numbers subject to a charge or through text messages or mobile payment can be charged for via your subscription invoice. If your purchase has been charged for via your subscription invoice, you can complain about any error in the invoice or defect in the purchase to your operator as well as to the vendor.
In a manner similar to that of a credit card company, the operator is liable if the purchase was paid for using a mobile device or payment was collected in conjunction with the subscription invoice. In the event of a dispute, contact the operator, who will then be obliged to show how and when the order was placed and to provide a breakdown of the invoice for the services used.
- If the invoice contains an error, you are entitled to withhold payment and to require that the accuracy of the invoice be checked. If an invoice is only partly erroneous, the undisputed part of the balance due should be paid. The consumer is not liable to pay, for example, any costs in respect of which the company has not provided information prior to the consumer placing an order.
The operator does not have the right to terminate the subscription if a complaint regarding the invoice has been filed and the undisputed part of the balance due has been paid by the due date.
- If purchased goods or services are defective, you are entitled to withhold payment in respect of the part corresponding to the defect, or to demand compensation after having paid the invoice.
Act - make use of complaint templates
Clear and simple errors can usually be sorted out with a phone call, but in more complicated cases filing a written complaint is prudent. Complaints regarding erroneous invoicing must be filed within a reasonable time from the error being observed or the time the error should have been observed.
According to the Finnish Consumer Protection Act, consumers must not incur any costs related to a complaint about a defective product or service, as the company is obliged to correct the defect at its own expense. 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.
You can use the complaint template provided to make your complaint. If the company's website has a customer service form provided, you can copy the information you filled out on the form here and paste them on the online form. You can also send your completed complaint template to the business as an e-mail attachment or as a hard copy by post. Keep a copy of the complaint.
Complaint to the operator regarding invoicing (word)
Complaint to the operator regarding invoicing (pdf)
If you don't receive a response from the business or fail to resolve the matter with the business, don't sit and wait - take the matter further
Consumer advisors give you personal assistance, instructions and help in mediating disputes.
Contact a consumer advisor