Telephone and internet

Telephone and internet connections are services that must, by law, be available to everyone. Connections may be carried out by either wired or wireless technology.

Essential telephone and internet services

• must be available under fair terms regardless of where the consumer resides
• must correspond in terms of quality and features to what is promised in marketing materials
• must be provided with readily available customer service required for use

Authorities supervise, resolve disputes and mediate

The Consumer Agency supervises the legal protection of consumers, including the legality of communication services marketing and the fairness of contract terms. The Agency negotiates with actors in the industry and prepares guidelines to assist in regulatory compliance. It also provides consumers with instructions on what to do when faced with invoicing problems or changes to contract terms. The Consumer Agency does not handle individual disputes.

You can file a report with the Consumer Agency for instance on

• inappropriate marketing
• unfair contract terms
• invoicing problems
• poor customer service

Consumer advisors and the Consumer Disputes Board handle individual disputes between consumers and businesses. If you have a problem that can't be settled between you and the operator, first contact a consumer advisor. Consumer advisors provide personal assistance and help in settling disputes. The Consumer Disputes Board handles disputes between consumers and businesses and issues recommended resolutions.

The Finnish Communications Regulatory Authority also supervises the rights of users of communication services, including the fairness of contract terms. It does not, however, handle matters pertaining to compensation or the contractual relationship between the operator and customer.