Are you dissatisfied with our service?
We want to ensure that things run smoothly even if there has been a misunderstanding or an issue with our service.
If you would like to provide feedback about Caruna's products or are dissatisfied with the service you have received, please make our customer service department your first point of contact. This will ensure that any issues can be addressed immediately.
If the matter is not resolved through discussion with our customer service representative, however, you can take the matter to Caruna's customer ombudsman for further investigation. If you feel that you need to take this step, then you should take the matter to the customer ombudsman within six (6) months of the issue arising.
The customer ombudsman handles complaints, appeals, or disagreements related to Caruna's network services or products, such as disagreements in billing, connection to the electricity network, renovation work, or improvement initiatives. The service is free of charge.
The customer ombudsman cannot intervene in:
- matters related to electricity retail
- compensation decisions by the customer's insurance company
- decisions made by the Finnish Energy Authority or courts of justice