Feedback, appeals and complaints

Sometimes you might want to give general feedback on your operations. Sometimes you might be unhappy with a decision you received regarding your services and want to appeal against it. On this page you will find instructions and channels for feedback, complaints and appeals.

Feedback and customer satisfaction

Our job is to support you as a jobseeker. We constantly strive to improve our service and its quality. We collect customer feedback and monitor the customer experience. Even individual observations on our services and ways of working are valuable to us. 

We regularly conduct customer satisfaction surveys in cooperation with TE Services. Please respond to surveys about the employment services if you receive one, for example, by e-mail or letter.

The lobbies of our offices contain devices for giving us feedback during your visit.

In connection with developing our services, we also arrange various customer juries and interviews. We publish information on these, for example, on this website and on our social media channels.

Complaints and appeals against statements and decisions

You cannot separately appeal against the labour policy statement issued by the employment services. However, you can request a clarification of what the statement was based on by contacting Helsinki Employment Services or by calling the unemployment benefit advice service.

If you have new information related to the handling of your labour policy statement, we can re-handle the statement.

Read more on the Unemployment benefit page.

You can appeal against some of our decisions regarding your job application or services, if our decision does not satisfy you. The right of appeal covers, for example, the following decisions of the Helsinki Employment Services:

  • pay-subsidised work.
  • work try-out.
  • discretionary reimbursement of expenses.
  • start-up grant.

More detailed instructions can be found in the appeal instructions attached to the decision, in the case of decisions that can be appealed against. The law contains extensive appeals prohibitions related to services.

Decisions by Kela and unemployment funds

Decisions made by the Kela can be appealed against. The easiest way to do this is electronically in the OmaKela service. You can also make the appeal in writing and submit it to a Kela service point.

See more detailed instructions on Kela’s website

If you want to appeal against a decision made by your unemployment fund, please contact your fund.