Accessibility statement – Authorisation and Decisions 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 the Authorisation and Decisions Service

Other service alternatives

If you cannot use the Authorisation and Decisions Service, you can contact the Authorisation Centre by email, lupakeskus(at)

You can also visit a customs office that provides customer service to give us your feedback. On the Customs website, you will find the map locations of these customs offices and their opening hours.

Help regarding other service alternatives is available from the Customs Information Service; tel. 0295 5201.

See the instructions for other service alternatives

The 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.

Web Content Accessibility Guidelines (WCAG) were used in the accessibility assessment.

The known problems with accessibility in the Authorisation Service

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:

Page change

  • The service has been created with single page application technology, where focus moves to the main heading of the page after page change. The service has, however, some individual pages where focus moves to the main heading, but the screen reader doesn’t read the main headings. (WCAG 2.4.3)

Connection timeout

  • The user is warned of the connection timeout and is given the opportunity to request additional time. However, for data security reasons the user must be logged out after 12 hours, which means that the accessibility requirements concerning time limits aren’t completely fulfilled. (WCAG 2.2.1)

Modal windows

  • There may be problems with movement of focus to individual modal windows, when windows are opened. (WCAG 2.4.3)
  • In the modal window “Tee uusi lupahakemus” (Create a new authorisation application), the focus doesn’t stay inside the modal window, but it also moves to the browser address bar. Also, the focus doesn’t move backwards from the first interactive element of the modal window. (WCAG 2.1.1, 2.4.3)
  • Attachments – uploading, listing and deleting
  • When the uploading of selected attachments begins, the screen reader reads the text “Ladataan liitetiedostoa” (Uploading attachment), and when the attachment has been uploaded, the screen reader correctly reads the text “liite <liitteen nimi> ladattu” (attachment <attachment name> uploaded). The problem is, however, that if there is more than one attachment, the screen reader only reads the text about the unloading of one attachment. (WCAG 4.1.3)
  • In the list of uploaded attachments, the names of the attachments are button elements, but they are also inside link elements. (WCAG 4.1.2)
  • In the list of uploaded attachments, the “Poista tiedosto” (Delete file) buttons don’t programmatically reveal which attachment is deleted. (WCAG 2.4.4)
  • The text in the content area of the modal window “Poista liite” (Delete attachment) isn’t read automatically when it is opened. (WCAG 4.1.2)
  • When the “Poista liite” (Delete attachment) dialog is closed, the focus doesn’t return to the button with which the dialog was opened, but instead moves to the body element. (WCAG 2.4.3)
  • The text “Liite poistettu” (Attachment deleted) isn’t conveyed to the screen reader. (WCAG 2.2.1)


  • There are flaws in the use of HTML heading levels. For example On pages with subheadings, the headings skip entirely over the heading level H3. (WCAG 1.3.1)

Disappearing notification texts

  • The text ”Luvasta on jo muutoshakemus käsittelyssä” (an amendment application concerning the authorisation is already being processed) disappears from the screen, and it isn’t possible to find the information anywhere else on the page. (WCAG 2.2.1)

Multiple-choice fields

  • Some multiple-choice fields may have no labels, which makes it more difficult to understand their content when the service is used with a screen reader. (WCAG 3.3.2)
  • The choices for the multiple-choice fields are displayed under the fields, but the screen reader doesn’t get any feedback on the choices or on deleting them. (WCAG 4.1.2, 4.1.3)
  • The label for the button used for deleting a choice doesn’t indicate what the button deletes. (WCAG 2.4.4)

Definition of fields connected to each other

  • Fields connected to each other, such as groups of check buttons or first-stage address data fields, haven’t been connected to each other programmatically, which makes it difficult for the screen reader to perceive them as connected. (WCAG 1.3.1)

Missing information

  • Information not completed by the customer is presented using two hyphens (”--”), which the screen reader may not read. (WCAG 1.3.1)

Customer experience questionnaire

The customer experience questionnaire is answered in a separate Webropol form after logging out from the service.  The observations below concern this form. The pages have been assessed by an external party (Eficode, 4/2020) that has not been involved in the design or development of the pages.

Radio buttons for the question “How satisfied are you with the services you used?”

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 in December 2018.
  • This statement was drafted on 1 April 2019.
  • The statement was last reviewed on 18 May 2022.

Feedback process

We are happy to receive feedback on the accessibility of these pages. You can contact us in the following ways:

  • Give feedback on accessibility: asiakaspalautteet(at)
  • The Authorisation Centre is responsible for the accessibility of the Authorisation 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, you can also give feedback on accessibility to the Regional State Administrative Agencies: saavutettavuus(at)