Customer service response times of telecom operators

Operators give out quarterly reports of the response times for their customer and guidance services. These reports help you to compare the quality of the customer service produced by telecom operators. FICORA has obliged certain mobile, broadband and television operators to publish their customer service response times for consumers. However, there are no provisions on how to organise customer service or the maximum response times.

Statistics indicate the response times during a set period of time, which means that it is not real-time information. Telecom operators may also publish more recent information.

Telephone services 1.7.-30.9.2018

Telecom operator Telephone
(* = the call and queuing are free of charge)
Service provided at the number Average response time Percentage of
calls answered in less than 60 (180) s






Blue Lake Communications Oy 015 577 5310
015 577 5350
015 577 5330
Customer service
Disturbance notifications
Invoicing
-
-
-
-
Digita Oy 020 4117 830
020 4117 700
020 4117 676
Customer service
Customer service
Consumer service Digita Info
0 s
1 min 36 s
1 min 47 s
100 % (100 %)
58 % (83 %)
60 % (81 %)
DNA Oy 044 144 044*! Customer service 2 min 40 s 31 % (56 %)
Elisa Oyj 010 190240 Customer service 43 s (x) 77 % (94 %)
Elisa Oyj 06 411 3300 Anvia customer service 4 min 19 s 32 % (53 %)
Pietarsaaren Puhelin Oy 06 786 8222
06 786 8285
0800 306719
Customer service
Helpdesk/Fault reports
Fault reports outside business hours
-
-
-
-

-
Kaisanet Oy 0800 391 234 *
0800 391 000 *
Customer service (Kajaani)
Technical support (Kajaani)
11 s
13 s
93 % (-)
Karjaan Puhelin Oy 0800 9 2788
019 278 450
Fault reports
Customer service
5 s
10 s
100 % (100 %)
97 % (98 %)
Lounea Oy 0800 30 302 *
0800 30 300, 0800 30 301, 0800 30 306 *
0800 30 304 *
Invoicing and
customer service
Disturbance notifications
25 s

1 min 10 s
65 % (78 %)

78 % (82 %)
LPOnet Oy 019 5058 400 Customer service 14 s 97 % (98 %)
Mariehamns Telefon Ab 018 27 044 Customer service --
MPY Palvelut Oyj 030 670 3033 Customer service 25 s 92 % (97 %)
Pohjois-Hämeen Puhelin Oy 03 4864 3000 Customer service
24 s
94 % (98 %)
Tampereen Puhelin Oy 03 455 1000
03 455 3000
Customer service
Disturbance notifications
2 min 7 s
2 min 16 s
54 % (72 %)
31 % (66 %)
Telia Finland Oyj 020 690 400
Customer service
2 min 41 s
38 % (60 %)
Vakka-Suomen Puhelin Oy 10019 *!, 02 8419 966
02 845 409
Disturbance notifications
Customer service
1 min 20 min
21 s
64 % (76 %)
95 % (96 %)
Ålands Telefonandelslag 018 40 053 Customer service - -
Ålands Telekommunikation Ab 018 22 222 Customer service - -

The information released by a telecom operator is fully available at the link under the operator's name.

*! Free of charge for only a part of subscriptions.
(x) Response time is based on the total queuing time including possible replacing of the call in a queue.
- The operator has not published the information.

Electronic contact channels 1.7.-30.9.2018

Telecom operator Contact channels Average response time Percentage of contacts
responded in less than 48 h




Digita Oy Digita Info 36 h 75 %
DNA Oy Electronic service 24 h 86 %
Elisa Oyj E-mail 4 h 99 %
Elisa Oyj Anvia e-mail 24 h -
Lounea Oy Disturbance notifications e-mail
Customer service e-mail and
invoicing e-mail
9 h
12 h
95 %
83 %
Telia Finland Oyj E-mail 42 h 87 %

- The operator has not published the information.

The obligations to publish customer service response times are available in detail at this link (in Finnish).

Development of mobile operators' response times

The graph below indicates the quarterly development of mobile operators' response times. The graph includes the mobile operators obliged to publish information about their customer service response times.


Save the graph data as a CSV file

Key words: Internet , Telephone , Television , Statistics

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