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 1.4.-30.6.2017

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
Anvia Oyj 06 411 3300
Customer service
7 min 30 s


20 % (52%)


Blue Lake Communications Oy 015 577 5310
015 577 5360
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
30 s
2 min 26 s
3 min 32 s
75 % (100 %)
45 % (72 %)
43 % (63 %)
DNA Oy 044 144 044*! Customer service 3 min 31 s 20 % (42 %)
Elisa Oyj 01019 0240 Customer service 2 min 34 s (x) 59 % (79 %)
Pietarsaaren Puhelin Oy 06 786 8222
06 786 8285
0800 306719
Customer service
Helpdesk/Fault reports
Fault reports outside business hours
26 s
27 s

2 min 20 s
85 % (85 %)
76 % (86 %)

55 % (82 %)
Kaisanet Oy 0800 391 234 *
0800 391 000 *
Customer service (Kajaani)
Technical support (Kajaani)
5 s
27 s
-
Karjaan Puhelin Oy 0800 9 2788
019 278 450
Fault reports
Customer service
4 min 4s
5 min 3 s
100 % (100 %)
95 % (99 %)
Lounea Oy 0800 30 302 *
0800 30 300, 0800 30 301, 0800 30 306 *
0800 30 304 *
Invoicing
Customer service
Disturbance notifications
49 s
49 s
37 s
71 % (82 %)
71 % (82 %)
74 % (84 %)
LPOnet Oy 019 5058 400, 019 534 000 Customer service 15 s 88 % (88 %)
Mariehamns Telefon Ab 018 27 044 Customer service --
MPY Palvelut Oyj 030 670 3033 Customer service 44 s 85 % (93 %)
Pohjois-Hämeen Puhelin Oy 03 4864 3000 Customer service
Disturbance notifications
25 s
24 s
94% (97%)
Tampereen Puhelin Oy 03 455 1000
03 455 3000
Customer service
Disturbance notifications
25 s
26 s
88 % (93 %)
88 % (93 %)
Telia Finland Oyj 020 690 400
Customer service
4 min 44 s
15 % (40 %)
Vakka-Suomen Puhelin Oy 10019 *!, 02 8419 966
02 845 409
Disturbance notifications
Customer service
44 s
28 s
82 % (94 %)
15 % (40 %)
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 1.4.-30.6.2017

Telecom operator Contact channels Average response time Percentage of contacts
responded in less than 48 h
Anvia Oyj Customer service e-mail
2 h
56 %
Digita Oy Digita Info 5 h 65 %
DNA Oy Electronic service 39 h 96 %
Elisa Oyj E-mail 7 h 94 %
Lounea Oy Disturbance notifications e-mail
Customer service e-mail
Invoicing e-mail
8 h
13 h
13 h
85 %
85 %
87 %
Telia Finland Oyj E-mail 36 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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