Kela’s services in 2020

The year 2020 will bring the following changes to Kela’s services:

  • Modernization of the e-service
  • Fewer mailing addresses
  • Changes to phone numbers in Finnish and Swedish
  • The phone service in Russian, Somali and Arabic on hold

Modernization of the e-service

During 2020 Kela’s e-service will be modernized. The goal is a user-friendly and technically accessible e-service, which can be used with mobile devices. Different parts of the e-service will be updated at different times of the year, which means that the visual appearance in different parts of the e-service may vary. Once the work is finished, the whole e-service will have the same blue-and-white appearance. More information will be published in 2020.

Fewer mailing addresses as of 1 January 

From the start of the new year Kela will centralise the scanning of applications and supporting documentation from individual customers to one place. Henceforth applications and supporting documents can be sent to the address: Kela, PO Box 10, 00056 KELA.

Reducing the number of mailing addresses makes it easier for the customers, as the customer no longer needs to know to which regional scanning centre the documents should be sent.

Mail that is sent to the old addresses will be redirected to the correct addresses for one year.

Changes to phone numbers as of 21 January 2020

In January, Kela’s phone numbers in Finnish and Swedish will change. The change concerns the phone services for individual customers. The phone service numbers in English will remain the same.

New phone service numbers

The new service numbers will be published on the website on 21 January 2020. Should a customer call an old service number by mistake, he or she will be instructed to call the new number.

The phone service in Russian, Somali and Arabic will close

After Christmas Kela will close the national phone services in Russian, Somali and Arabic. Challenges in organizing day-to-day work need to be solved before the phone service can continue.

Even so, customers will get services in other languages. If Kela’s customer service makes the assessment that the customer’s matters cannot be handled in Finnish, Swedish or English, Kela provides services in another language. During the last couple of years, Kela has recruited customer service personnel with skills in different languages.

Kela’s customers are also entitled to interpretation services if it is not possible to handle matters with Kela in the customer’s mother tongue and if there is no common language with Kela’s customer service personnel. In these cases, Kela can organize a professional interpreter for the customer.

Changes in opening hours as of 1 February

From the beginning of February the opening hours of some customer locations will change. More information will be published at the beginning of 2020.


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