Asiakasturva

Asiakasturva, or customer protection, refers to the set of rights, standards and practices that ensure customers are treated fairly, safely and transparently in commercial exchanges. It covers product safety and quality, clear information about prices and terms, reliable service, and mechanisms for complaint handling and redress. The concept applies across sectors such as retail, telecommunications, banking and online commerce.

In Finland, asiakasturva is underpinned by national legislation and EU rules. Key elements include consumer protection laws, the Consumer Protection Act, and regulations on data privacy and security, such as the General Data Protection Regulation. Sector-specific rules also shape protection in areas like financial services, energy and digital services. The Finnish Competition and Consumer Authority (Kilpailu- ja kuluttajavirasto, KKV) enforces consumer rights, while the Kuluttajariitalautakunta (Consumer Disputes Board) provides non-binding rulings and mediation.

Companies implement practices to strengthen asiakasturva, such as clear and accessible contract terms, transparent pricing, consent-based data handling, warranties, service-level promises, and straightforward procedures for complaints and refunds. Consumers are advised to document communications, exercise their rights within statutory time limits, and use official complaint channels. For cross-border disputes, EU frameworks for out-of-court resolution can be used, including the Online Dispute Resolution platform.

Overall, asiakasturva aims to create fair market conditions, foster consumer trust, and support effective competition by ensuring that customers can understand, compare and seek remedy for problems in the marketplace.