FAQ: Client fees
On this page you will find answers to frequently asked questions about customer payments
This information is available on the website Client fees.
The decisions were made by the County Board on 28 November 2022 and the County Council on 13 December 2022. The records are available at https://www.luvn.fi/en/about-us/decision-making
Client fees for social welfare and health care services are regulated by the Act on Client Charges in Health and Social Services (734/1992) and the supplementary Government Decree (912/1992). Social welfare and health care services provided by Wellbeing Services Counties can be subject to fees unless otherwise provided by legislation.
The maximum client fees for many services are defined by the legislation. Regardless of the defined maximum fee, the fee for a service cannot exceed the cost of providing the service.
Services that are exempted from client fees are defined separately in the legislation. For services that are not exempted from client fees, the Wellbeing Services Counties can decide on the charging of fees and fee amounts within the boundary conditions set by the legislation.
If you have any questions about a decision made regarding income-based service fees, you can contact the unit that made the decision in question. You can find the contact information in the client fee decision or by visiting Client fees for social welfare and health care services | Western Uusimaa Wellbeing Services County (luvn.fi)
Primarily, you should contact the unit that made the decision in question. If there are no grounds found for changing the decision after the contact (such as an error in the decision), you can submit an appeal to the County Executive’s section for individual matters in accordance with the appeal instructions included in the client fee decision.
If the issue with a payment is temporary and only applies to one invoice, for example, you can contact Sarastia’s telephone services, tel. +358 (0)20 6399 400, on weekdays between 9 am and 1 pm or by using their e-services at www.sarastia.fi(external link).
Alternatively, you can apply for a decrease of or exemption from client fees in accordance with the instructions available at: Client fees for social welfare and health care services | Western Uusimaa Wellbeing Services County (luvn.fi)
You can appeal for an amendment of an invoice related to a flat fee of healthcare or social welfare services, i.e. a fee that is equal to all clients (such as the fees charged for dental care, reception appointments, a hospital stay). The appeal instructions are on the invoice.
If the invoice is related to an income-based client fee (such as regular home care or long-term housing service), you can appeal for an amendment in accordance with the appeal instructions stated in the decision for this service.
If the invoice is related to a fee charged for social welfare services or an income-based healthcare fee, you can apply for the decrease of or exemption from the client fee by following the instructions given at Client fees for social welfare and health care services | Western Uusimaa Wellbeing Services County (luvn.fi)
If you are uncertain whether the service fee is included in the discounted fees, you can contact the party overseeing client fee matters in your region. You can find the contact information at www.luvn.fi/asiakasmaksut. For example, fees for services such as a doctor’s appointment at a hospital clinic or dental healthcare are not included in discounted fees. To cover such fees, you can apply for basic social assistance from Kela, for example.
Unpaid invoices do not have an effect on whether the service is continued or granted.
If the client fees of social welfare and health care services are unpaid, a late payment interest can be applied to them and they can be enforced without a court decision.
You can contact the Sarastia telephone service, tel. +358 (0)20 6399 400, on weekdays between 9 am and 1 pm. The e-service channels are open around the clock at www.sarastia.fi(external link).
You can contact the organisation that granted you the service. You can also reach out to the customer service of the wellbeing services county at 029 151 2000, Mon–Fri from 8.00 to 16.00.