Complaints concerning social welfare and health care are to be addressed to Regional State Administrative Agencies
If you wish to file a complaint, send it to the appropriate authority. Complaints regarding social welfare and health care are principally handled by the Regional State Administrative Agencies. Every year, Valvira receives about 1,000 complaints that have to be forwarded to the Regional State Administrative Agencies. This makes the process slower.
The only health care complaints processed by Valvira are those ones where it is suspected that malpractice has led to the death or severe permanent disability of the patient. All other complaints concerning social welfare and health care to be addressed to Regional State Administrative Agencies. This division of duties is specified by law.
Complaints regarding social services only rarely fall within the purview of Valvira. The basic rule is that any complaints regarding social services that involve a single individual are processed by Regional State Administrative Agencies. Social services include services such as services for the elderly, child protection services, services for the disabled and substance abuse services.
Have a conversation first or file an objection
Before filing a complaint, you should talk to whoever is responsible for the care or service in question. You can also submit a written objection, addressed to the manager in charge. An objection is the quickest way to deal with an issue. By law, the manager in charge must ensure that the objection is appropriately dealt with and that a written response is issued within four weeks. You will still have the right to file a complaint after that if you wish.
In many cases, both Valvira and the Regional State Administrative Agencies refer complaints back to the body responsible for the care or service in question, to be dealt with as objections rather than complaints. In 2021, 76 of the health care complaints and 17 of the social services complaints that fell within the purview of Valvira were referred to be dealt with as objections.
A complaint is a report filed with the supervisory authority concerning a suspected incorrect procedure or practice.
Head of Unit Kirsti Tolonen, 0295 209 215