Customer complaints

In this section you will find instructions for making complaints concerning telecommunications services which your may address to FICORA.

About what can you complain?

FICORA is responsible for supervising the compliance with the Communications Market Act and the regulations issued thereunder. In addition, FICORA controls the compliance with some provisions of the Act on the Protection of Privacy in Electronic Communications and the Act on Provision of Information Society Services. A complaint related to these matters may be addressed to FICORA.

How to make a complaint?

The complaint can be freely formulated. It must contain the appellant's name and contact information, and the name of the telecommunications operator concerned. To identify the case, the number of the subscriber connection, the appellant's customer identification number and such may also be helpful. The complaint should include a description of the case specifying the measure of the operator that should be investigated by FICORA, and on what grounds the customer suspects that the operator has proceeded incorrectly. The customer should also mention what measures are hoped to be taken by FICORA

Some other clarification, such as a copy of a complaint submitted to the telecommunications operator, may be attached.

A complaint can be sent to FICORA by post at the address Viestintävirasto, PL 313, 00181 Helsinki or by e-mail at the address kirjaamo@ficora.fi.

Additional information and instructions

FICORA's legal counsels can be contacted in all matters concerning complaints and problem situations related to communications services.