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 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.

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: 

  • Wrong elements have been used in the chat service in several locations. All functionalities cannot be recognised with tools because of this shortcoming. Users also receive incorrect information on certain elements. The chat also features lists, although they are not necessary as regards use. (WCAG 1.3.1)
  • The reading order of various chat elements is incorrect in certain locations. (WCAG 1.3.2)
  • Persons who use tools cannot access information on the statuses of all buttons. Also for users who can see, it is difficult to distinguish space, as it is either not visually indicated, or only colours are used as indicators. (WCAG 1.4.1, WCAG 4.1.2)
  • If the user types a long word in the text field or several words without punctuation or spaces, the string does not wrap, and the user is forced to scroll content sideways. (WCAG 1.4.10)
  • In certain locations, messages contain parts where the contrast between colours is too low. (WCAG 1.4.3)
  • The chat window cannot be opened at all with a keyboard. If the user can open a window for example with a mouse, the window still does not function logically with a keyboard. The section meant for closing stops functioning after a few times of use. As a result, closing a chat is no longer possible. (WCAG 2.1.1)
  • The screen reader focus is not always aligned at the correct location, and the user must shift the focus to be able to read the content in the correct order. (WCAG 2.4.3)
  • The screen reader focus is moved to an unexpected location when the user has selected one of the reply alternatives that the bot offers. (WCAG 3.2.2)
  • The text field contains a lot of surplus information in connection with the name. (WCAG 2.4.6)
  • For a keyboard user, focus disappears from view when the user tries to close or reduce the chat window. The focus returns to view when the user moves to the next or previous element. (WCAG 2.4.7)
  • Users who can see do not receive information as to how to send a message, whereas screen reader users receive that information programmatically. Morevoer, the dialogue does not conclude in a way that would inform the user about how to proceed. The user does not receive information on how to get more help or how to end a chat dialogue in its entirety. (WCAG 3.3.2) 
  • When a mobile device is in a horizontal position, the header is out of view and the char window cannot be closed (WCAG 1.3.4). This concerns use by keyboard and touch. 
  • The alignment property for the buttons in the header is not visible when a mobile device is in a horizontal position because the buttons are not visible.

Drafting of the statement

Customs has assessed the accessibility of this service as follows:

  • The assessment was conducted by an external operator. 
  • The service was assessed for the first time in 9/2020 and again in 2/2023.
  • This statement was drafted on 1 October 2020.
  • The statement was last reviewed on 5 January 2024.


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

  • Give feedback on accessibility to Customs by
  • 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 that you receive from Customs or if you receive no response at all, you may submit a report to the Regional State Administrative Agency for Southern Finland. Detailed information on how to file a report and how the matter will be handled is available on the website of the Regional State Administrative Agency for Southern Finland.

Contact information of the supervisory authorities

Administrative Agency for Southern Finland’s Accessibility Monitoring Unit
telephone number: 0295 016 000 (switchboard)