How to book a Kela taxi

If you have the right to use a taxi and get reimbursed by Kela, call your regional dispatch centre to book a taxi. As an exception, if you are in the Åland Islands, contact the operator directly to book a taxi.

Please be aware that if you book a taxi in some other way, Kela cannot reimburse you for the trip.

  1. Call your regional dispatch centre by 2 pm the previous day. Phone numbers of the dispatch centres.
    • You should call the dispatch centre also if you need a taxi unexpectedly or forgot to book a taxi on the preceding day. You can book the trips that you know you will make in the next 14 days all at the same time.
    • The dispatcher will tell you when the taxi will pick you up. You can also choose to receive a text message when a taxi has accepted your booking. The text message also includes the driver’s phone number.
  2. If the taxi does not arrive at the agreed time, call the same dispatch centre again.
  3. If the details of your trip change or you wish to cancel a transportation request, call the dispatch centre immediately. If you do not cancel, you may be charged the cost of the trip.
  4. Remember to present your Kela card or ID to the driver before the trip begins.
    • That way you will get reimbursed straight away and will only have to pay a copayment of up to 25 euros.

Information you should provide when calling the dispatch centre

When you book a taxi, you will be asked for the following information:

  • your reason for using a taxi (you are unable to use public transport for health reasons or for lack of suitable public transport options)
  • your name and personal identity code
  • your pick-up address
  • your destination (e.g. hospital)
  • latest possible time of arrival at the place of treatment
  • any assistive devices you use and whether you need to stop at the pharmacy
  • any person accompanying you
  • the phone number where you can be reached.

Customers with the right to a familiar taxi driver

If you have the right to a familiar taxi driver, book your ride directly with the taxi operator or the driver.

Customers with a hearing or speech impairment

Customers with a hearing or speech impairment can book a taxi by sending a text message.

Dispatch numbers

Calls to your regional dispatch number are free of charge.

See below for a region-by-region list of the phone numbers for the dispatch centres. If you do not know which region your home municipality is in, look it up on this list (pdf, in Finnish).

Calls to the dispatch centre are recorded for quality assurance. Kela may sometimes check a transport request afterwards. The information you provide over the phone will not be used for any other purpose than as required to arrange the trip and to process your reimbursement. Kela is the data controller within the meaning of the EU General Data Act Protection Regulation.

The dispatch centre receives information from Kela on your right to use a taxi

Kela uses an electronic lookup service (TAKSO) through which information can be forwarded to the dispatch centre. If you have submitted a certificate on a continuing right to use a taxi (Todistus matkakorvausta varten, SV 67) to Kela, the dispatch centre receives information from Kela on what kind of vehicle you are entitled to use (taxi, wheelchair taxi, stretcher taxi or accessible vehicle).

Information is also forwarded through TAKSO on whether you have the right to use a familiar taxi driver and whether a copayment is charged for your trip. No copayment is charged if the annual out-of-pocket maximum has been reached.

You can ask the dispatch centre to add information about whether you need special assistance during taxi travels or if you have assistive devices with you.

What to do if the taxi you have booked does not arrive and you have to travel by some other means

The dispatch centre must ensure that each booking is fulfilled according to the customer’s request. Your taxi should arrive within 15 minutes of the agreed pick-up time. If the taxi does not arrive, call the dispatch centre you booked the taxi with.

The dispatch centre must arrange another ride for you. If that is not possible and you have to arrange for transportation yourself, the dispatch centre will reimburse you for the necessary costs.