Application backlogs

At certain times of the year, Kela receives so many applications that they cannot be processed within the target time. This may happen for example in early autumn at the start of the academic year and at the turn of the year, when changes in benefit rates and taxation increase inquiries from customers. Index adjustments to benefit rates and the changes resulting from Parliamentary and Council of State statutes also lead to more inquiries and bigger backlogs.

Public holidays and staff leaves and absences are further factors that lengthen application processing times. Because claims determination requires extensive training, Kela cannot hire extra staff on short notice.