Accessibility statement: Authorisation Service


Finnish Customs is committed to making this service digitally accessible to all its customers. We are continually improving the user experience and we apply the accessibility standards required by law.

Other service alternatives

If you cannot use the Authorisation Service, you can complete the application form and send it by email to lupakeskus(at) or by post to Customs’ Authorisation Centre, PO Box 56, 90401 Oulu. You can find the application forms for authorisations on the Customs website. For advice in matters involving authorisations, you can contact our Business Information by email:[email protected] or by telephone: 0295 5202.

The accessibility of the service

The current accessibility standard of the pages:

  • WCAG 2.1, level AA

The current accessibility of the content:

  • For the most part, meets the requirements.

The known problems with accessibility

Users may still encounter some accessibility problems in the service, and we apologise for that. If you notice a problem in the service that is not included in the list below, please contact us.

The list will be updated in the coming months as and when we are able to fix these accessibility problems.

  • Insufficient visibility of focus
    • The chosen user interface element is not visible enough; the focus indicator of the elements is too unnoticeable.
  • Page update
    •  Because of the way the service has been designed, screen readers cannot tell the user when a page or the contents of the page have changed, site history cannot be used and the focus stays in the element that was used last.
  • Navigating with the tab key
    • It is not possible to reach all the user interface elements with the tab key (e.g. field tooltips).
  • Responses and status details
    • There are system responses (error and success messages) that the screen reader does not detect, at least not without moving the focus.
  • Customs’ logo / Back to main page
    • The logo does not have a text equivalent and it is hidden from the screen reader. The logo has the function “Back to main page”, which the screen reader cannot detect.
  • Connection timeout
    • The connection to the service times out without warning.
  • Close button
    • The close button does not provide any information about what it closes. Screen reader user cannot detect the location of the button on the page.
  • Page language
    • The language of the pages has not been defined, so the screen reader may pronounce the text on the page according to the rules of a wrong language.
    • The language of the language version links has not been defined, so the screen reader usually pronounces the words incorrectly.
  • Customer role menu
    • The screen reader cannot find the customer role menu, because it has not been defined so that the button would provide information about the menu that opens when the button is pressed.
    • The drop-down menu is not in tab order after the customer role button, so it can be difficult to find. The drop-down menu is in order only after the Log out link.
  • Focus in dialogues
    • The focus does not move automatically to the dialogues, but stays on the button that opened the dialogue.
  • Headings
    • There are flaws in the use of HTML heading levels. The heading level H2 is missing from many pages.
  • Tabs
    • The tabs have been implemented as buttons, and the screen reader sees them as buttons. The chosen tab is not highlighted.
  • Tables
    • The tables do not function properly with the screen reader. The screen reader receives unclear information about them, and the tables cannot be navigated using arrow keys.
  • Check box
  • The check box “Show only active authorisations” has been created in such way that for the screen reader it always has the status “not checked”.
  • Side navigation
    • The side navigation is presented as links and not as stages, so its purpose is not clear for a screen reader user.
    • In the different stages it is not indicated which stage has been chosen.
  • Field-specific error notifications
    • The field-specific error notifications have not been programmatically connected to their content fields and their content is not clear enough.
  • Mandatory details
    • The mandatory details have not been separately marked or programmatically determined in the service, because all the details in the application are mandatory. At least one row must also be added to the tables, but this has not been separately indicated in the user interface.
  • Contrasts:
    • The contrasts are not sufficient in error messages, in placeholder texts in input fields and in the edges of input fields.
  • Expandable sections in tables
    • The tables have expandable sections (accordions), which have not been determined as expandable for the screen reader. Also, these sections may not have any headings.
  • Labels
    • Some fields (multiple-choice fields) may have no labels, which makes it more difficult to understand their contents, when the service is used with a screen reader.
  • Definition of fields connected to each other
    • Fields connected to each other, such as groups of check buttons or first-stage address data fields, have not been connected to each other programmatically, which makes it more difficult for screen reader users to perceive them as connected.
  • Missing information
    • Information not completed by the customer is presented using two hyphens (”--”), which the screen reader does not read.

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?” 
  • The radio buttons for each evaluation number give the faulty information ”1/1” to the screen reader, when they should be indicating which evaluation number out of how many alternatives is in question.This makes it more difficult to choose the right number when using a screen reader. In the beginning of the questionnaire, there is informationstating that the assessment scale ranges from 1 to 5.
  • The radio buttons are placed on the side in a table, and the settings of the table are read by the screen readerunnecessarily.This may be cause problems for screen reader users.
  • In the section “Was there anything particularly good about our performance? Please specify below” the selected elements cause the screen readers to read the headings two times
  • The last page of the questionnaire is only visible for a short while before the browser moves the user to a separate page with a compilation of the answers. It is not possible to return to the last page of the questionnaire by using the browser’s back button.
  • The buttons Next, Previous and Send tell the screen reader that they are buttons, although they are links. For a screen reader user, this faulty information may cause problems choosing the right button.
  • All questionnaires created with Webropol have the automatic heading ”Questionnaire created with Webropol”; Customs cannot change this. Thus, based on the heading, it is impossible to separate this questionnaire from other questionnaires or feedback forms created by Customs. The user must check the form to find out the right heading of the questionnaire.

Compatibility with browsers and assisting technologies

The pages are designed to be compatible with the following browsers:

  • Firefox & Chrome

The pages are designed to be compatible with the following assisting technologies:

  • NVDA screen reader 2019.1.1
  • WebAIM Color Contrast checker


The accessibility of these pages depends on the functioning of the following technologies:

  • HTML
  • CSS
  • Javascript

Assessment methods

Customs assesses the accessibility of these pages with the following methods:

  • Self-assessment: the company or the organisation has assessed the pages internally.
  • External assessment: the pages have been assessed by an external party (Eficode, 4/2019) that has not been involved in the design or development of the pages.

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: [email protected]
  • 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: : [email protected]