Feedback and complaints
You can use the feedback form to provide feedback on services provided by the Emergency Response Centre Agency, such as an individual emergency call or the 112 Suomi app. We will review the feedback and, if necessary, discuss the matter with the subject of the feedback to ensure that we are able to improve our services in the future.
If the feedback leads to guidance being issued in the form of training, the person who submitted the feedback will not be informed of the matter once the guidance has been issued. We respond to all appropriate pieces of feedback that request a response and include contact details. We try to respond to any feedback within two weeks after receiving the feedback.
You can use the complaint form to submit an administrative complaint about the services provided by the Emergency Response Centre Agency, such as an individual emergency call or the actions of administrative personnel. The complaint procedure is laid down in chapter 8 a of the Administrative Procedure Act.
The complaint procedure involves reviewing the incident and comparing the actions of the public official to the applicable laws and guidelines. A written decision will be issued on the complaint, which will be provided to the complainant by email. If the decision contains confidential information, a secure connection will be used to send the decision.
We strive to process complaints within six months of the matter becoming pending. The complaint procedure may lead to providing administrative guidance to the public official. Administrative guidance is not a penalty; instead, it is employed to guide the public official’s actions in the future.
We will not process anonymous administrative complaints or administrative complaints concerning matters dating back more than two years without a special reason. If you make a complaint on behalf of someone else, we will ask the person who made the original call to provide a power of attorney.
If you wish to provide feedback or submit an administrative complaint on the actions of another authority (such as the police, emergency medical services, rescue services, social services, the Finnish Border Guard, the Medical Helpline 116117), you can find the instructions to do so on the website of the authority or operator in question. The Emergency Response Centre Agency may only process matters concerning the services of the Emergency Response Centre Agency.
According to section 11 of the Act on Emergency Response Centre Operations, the responsibility for calls or tasks is transferred to the receiving authority, the unit carrying out its tasks or other on-call authorities once they have received the call or task.
Please notice that emergency calls can only be made by calling 112.
The form is directed to the Finnish side, you can change the language from the flag. If you would like a written copy of your feedback or complaint, please print the form before submitting.
You can also sent feedback, RFI, administrative complaint or visitor request by secure mail. Please, create an account at https://securemail.112.fi, after which we will send you a link to our secure email portal.
