Administrative complaint

Anyone who believes that Kela or a Kela employee has acted unlawfully, incorrectly or inappropriately can file an administrative complaint with Kela. An administrative complaint can also concern failure to carry out duties.

Decisions on benefits taken by Kela cannot be appealed by means of an administrative complaint

Decisions on benefits cannot be appealed by means of an administrative complaint. Kela does also not process cases that are being or have been processed as benefit matters, appeals or other types of complaints as administrative complaints.

Read more: Appealing against benefit decisions

Kela does not investigate administrative complaints that concern cases that occurred more than 2 years previously, unless there is special reason for this.

How to lodge an administrative complaint

Administrative complaints must be filed in writing. You can file an administrative complaint on the form Administrative complaint HA 1e (pdf) or written in your own words.

If you do not use the form, please note that the administrative complaint must include the following:

• description of the case or the events
• the complainant’s reasons why he or she considers that matters have been handled contrary to law, incorrectly or inappropriately
• name and address of the complainant.

If possible, the complaint should also state the date when the action or neglect occurred.

How to send an administrative complaint

The administrative complaint written on the form or in your own words can be sent by post or by e-mail to Kela’s Registry:

• Kela, Kirjaamo, PL 450, 00056 Kela
• kirjaamo@kela.fi

If you wish to file an administrative complaint by email, it is recommended to use secure email (pdf).

Deciding on an administrative complaint

Having investigated the complaint, Kela will send the complainant the administrative decision made on the complaint. The decision is not a decision on anyone’s rights, benefits or responsibilities, and the decision cannot be appealed.