Customer care

We want to take care of all our customers in the rapidly changing digital world. That is why DNA’s customer service is based on being straightforward. Many consumers may find the products and services of the telecommunications sector to be complex and even difficult to understand. We want to make difficult matters easy to understand.

To us straightforwardness means that DNA genuinely listens to its customers. Customers only need to call us once – we take care of the rest. Our customers expect consistently high-quality service over multiple channels.

Skilled customer service

DNA invests in high-quality customer service that makes the customer experience the number one priority. We boldly try new things and listen to our customers. Digitalisation has made it possible to have robots working alongside DNA service advisors and helping them manage routine work. This leaves service advisors with more time to help our customers.

DNA has high standards for its customer service. We ensure that DNA service advisors always have the skills and tools to produce added value for customers through customer service.

The customer service training team organises service advisor training on an almost weekly basis. Our service advisors develop their skills in DNA Koulu training. DNA Koulu training includes a six-month introduction, basic studies and advanced studies that can be applied to after one year of employment.

We constantly monitor the quality of our customer service and the creation of added value for the customer experience. DNA’s rNPS score, which measures overall customer satisfaction, has improved in both consumer and corporate business.

Uncomplicated everyday services

DNA boldly tries new service concepts to ensure good customer care.

DNA Kiireetön linja

DNA Kiireetön Linja is a service line for customers who need non-urgent customer service and guidance due to, for example, old age or visual, hearing or other impairment.

Tel. 044 144 244

(calls from abroad +358 44 144 244)

Monday – Friday 9-16

Calls from DNA mobile subscriptions in Finland are free of charge.

DNA Asennusmestari

DNA Asennusmestari auttaa DNA Netin tai DNA TV Hubin käyttöönotossa. Asennusmestarin tavoittaa maksutta arkisin ja lauantaisin puhelimitse, yhteydenotto­lomakkeella tai chatissa. DNA Asennusmestarin voi maksua vastaan tilata myös paikan päälle virittämään laitteet ja palvelut kuntoon puolestasi.

DNA Helppoustakuu

Meille on tärkeää, että asiakkaan on helppo ottaa netti itse käyttöön sekä kaapelikodissa, valokuitukodissa että mobiiliverkon alueella. DNA Asennusmestari, ohjeet ja videot ovat aina asiakkaan apuna. Siksi myönnämme netille DNA Helppoustakuun, joka tarkoittaa 30 päivän tyytyväisyystakuuta.

Mobile communications and health

Using mobile devices is safe

As a telecommunications operator, our duty is to offer important communication connections and maintain and develop the infrastructure that is critical for society. There is great demand for our solutions, such as mobile communications and broadband services, and their use has increased significantly in recent years in Finland. We wish to maintain and develop our networks so that all Finns can benefit from high-quality connections.

In Finland, the use of mobile devices, such as mobile phones and tablets, is among the greatest in the world in proportion to the size of the population. A mobile device also requires base stations and other related devices for its operations. Some may be concerned about the health effects of the radio frequency fields (RF fields) of mobile devices and their base stations.

There has been plenty of research on the health effects of electromagnetic radiation from mobile devices and base stations. In the research that has been carried out no harmful health effects due to radiation have been detected. Radiation and Nuclear Safety Authority, Finland (STUK) has issued specific safety limits on the electromagnetic fields of mobile devices and base stations that DNA will consider carefully when planning and implementing mobile networks.  Authorities (Radiation and Nuclear Safety Authority, Finland and the Finnish Transport and Communications Agency Traficom) supervise the safety of networks carefully.

Frequently asked questions

Further information: Radiation and Nuclear Safety Authority, Finland