Decision
Once Kela has processed your application, you will receive a decision. The amount of the benefit, the criteria for granting it, and the payment date are shown in the decision. You will receive a decision even if you have not been granted a benefit.
The decision notice is only in Finnish or Swedish. If you need help with something, you can call one of our English language customer service numbers.
How we send decision notices and letters
We will send decision notices and letters to you
- digitally in the OmaKela e-service if you use OmaKela and you have given us your email address or phone number
- by paper mail to your home address if you do not use OmaKela.
How to view decisions and letters in OmaKela
If you use OmaKela but you want to continue to get decision notices and letters by paper mail to your home address, you can change your preferences under Päätösten toimitustapa (How I want to be notified of decisions) on the Päivitä omia tietojasi (Update your information) page in OmaKela. You can also call our customer service.
You will always get a paper copy of the following decision notices and letters:
- payment vouchers (maksusitoumus) granted as part of social assistance (toimeentulotuki)
- decision notices and letters that concern survivors’ pensions (perhe-eläkkeet)
- decision notices and letters that concern a child increase (lapsikorotus) granted to your pension
- decision notices that concern care allowance for pensioners (eläkettä saavan hoitotuki) (letters only in OmaKela)
- decision notices that concern disability allowance for children (lapsen vammaistuki) (letters only in OmaKela)
- decision notices that concern disability allowance for adults (aikuisen vammaistuki) (letters only in OmaKela).
In addition, we send paper copies of all decision notices and letters by mail to
- the estate of a deceased customer even if the customer had opted out of paper mail in OmaKela
- customers who use common European means of identification (eIDAS) to log in to OmaKela.
Decisions that contain errors are corrected
Kela corrects any errors it notices in decisions. The error can be corrected either in your favour or to your disadvantage. Errors may be corrected to your disadvantage only with your consent. If you do not consent, Kela may ask the relevant appeal board to nullify the decision.
Kela will issue a decision on the correction. You have the right to seek to change the decision by lodging an appeal.
If you are dissatisfied with a decision
If you think that a decision you have received from Kela is wrong, you can appeal to have it changed. Instructions on how to appeal are included with each benefit decision. If you have questions, please contact Kela first before taking any other steps.