Customer complaints

Customer complaints about telecom services

FICORA monitors the compliance with the Communications Market Act and handles complaints made about telecom services. This site provides advice on how to make a customer complaint.

FICORA monitors, for example,

• how telecom companies use agreement terms when making agreements with consumers;
• the compliance of certain provisions in the Act on the Protection of Privacy in Electronic Communications;
• the compliance with the provisions in the Act on the Provision of Information Society Service.
  

Other sections under this website provide further information on the matters pertaining to FICORA's monitoring responsibilities.

If a telecom operator providing telecom services violates against the provisions pertaining to FICORA's monitoring, the case can be taken to FICORA for handling.

Matters relating to a contractual relation between a telecommunications operator and an end-user or liability for damages do not, however, fall within the authority of FICORA. For similar problems, contact Consumer Advice first.

How to submit a complaint to FICORA?

The complaint can be informal and must contain

• your name and contact details;
• the telecom operator the complaint is about;
• if possible, provide your complaint with detailed information, such as the telephone number of the subscription or customer number;
• as detailed account as possible of the procedure you wish FICORA to investigate;
• reasons why you suspect that the telecom operator has violated against the terms; and
• express what actions you wish FICORA to carry out.

If possible, attach to the complaint additional material related to the handling of the matter, such as a copy of a complaint made to the telecom operator.

Where are the complaints sent?

Submit the complaint via FICORA's consumer feedback form.

In addition to the actual request for action, you may also send feedback to FICORA or ask questions.

The complaint can be sent to the following address: the Finnish Communications Regulatory Authority, PB 313, FI-00181 Helsinki.