Accessibility statement – chat and chatbot service

Finnish Customs is committed to making its websites and online services accessible in accordance with the Act on the Provision of Digital Services (306/2019).

This accessibility statement concerns our chat and chatbot service. Chat and chatbot services in both Finnish and Swedish are visible in the lower right-hand corner of the tulli.fi website. 

Other service alternatives

If you are not able to use the chat or chatbot service, you can also call the Customs Information Service at 0295 5201 or for business customers 0295 5202.

Accessibility of the service

Current accessibility of the content of the service: partly meets the requirements laid down in the Finnish Act on the Provision of Digital Services. 

Known problems with accessibility

The service still has some usability problems. The recognised problems with accessibility are described below. If you notice a problem in the service that is not included in the list, please contact us.  

The following content does not meet the requirements laid down in the Act on the Provision of Digital Services and will be fixed as soon as possible: 

  • The programmatic role of the reply alternatives suggested by the chat is always an icon, even though some alternatives function as links to the Customs website. The role of such elements should be in link format. (WCAG 4.1.2)
  • The cursor moves in an illogical way in the chat. Sometimes the cursor moves from the chat window to the site logo link. When the user chooses an icon that the chat suggests, the cursor moves to the message typing field, even though the chat has brought new alternative icons to the view that require reacting to next. Keyboard users cannot reach the new icons easily. (WCAG 2.4.3)
  • The cursor has weak visibility at the icon for closing and expanding the chat. (WCAG 1.4.11)

Drafting of the statement

Customs has assessed the accessibility of this service as follows:

  • The assessment was conducted by an external operator. 
  • This statement was drafted on 1 October 2020.
  • The statement was last reviewed on 10 June 2025.

Feedback

We are happy to receive feedback on the accessibility of this service. 

  • Give feedback on accessibility to Customs by email:asiakaspalautteet@tulli.fi.
  • Customs’ e-services are responsible for the accessibility of the chat and chatbot service, and will also respond to feedback on accessibility.
  • We aim to respond to feedback within five working days.

If you are not satisfied with the response you have received from Customs or if you have had no response, you can submit a report to the Finnish Transport and Communications Agency Traficom. Detailed information on how to file a report and how the matter will be handled is available on the Finnish Transport and Communications Agency Traficom.

Contact information of the supervisory authority

Finnish Transport and Communications Agency Traficom
Digital Accessibility Supervision Unit
www.webaccessibility.fi
saavutettavuus@traficom.fi
telephone switchboard 029 534 5000