Information about the feedback service

Choose a topic, for example Childhood education and teaching, and a subject, for example Early childhood education, for your feedback or problem report. Your selection will help us direct your feedback to the right place quickly.

If you cannot find the service you are looking for or are unsure of what to select, choose Other. We will direct your feedback to the right place.

Be as precise with the location as possible if the feedback or problem report concerns a specific location, address or branch. You must enter a location when submitting a problem report so we can, for example, locate the pothole in the road.

Write feedback in your own words or give necessary additional information about the problem.

If your feedback contains sensitive information, such as information about your use of healthcare and social welfare services, bank account numbers or personal identification numbers, you cannot receive a personal reply via the feedback service if you were not logged in when sending the feedback and you used strong authentication when sending it.

Please do not submit legal notices, complaints or appeals through the feedback channel. Send official communications to the City of Helsinki Registry Office at the address helsinki.kirjaamo@hel.fi using the secure email link below: https://securemail.hel.fi/ 

You can add attachments to your feedback or problem report. Please consider adding an image of the problem. An image helps us assess the repair needs and locate the problem. The maximum total file size of the images is 50 MB.

If you wish, you can give us permission to publish the feedback or problem report and related attachments and replies. We read the feedback and check the attachments before publication. We will not publish messages that contain personal data or those that are offensive.

We publish feedback and problem reports with publication permission on our website as open data. We also publish attachments and the city's replies for the use of all residents.

The subject (for example "Early childhood education" or "Pothole in the road"), location and date received of all feedback and problem reports will be published automatically regardless of publication permissions. By publishing these details quickly, we aim to let people know that the issue has already been reported.

All information in feedback related to social and health care services and the rescue department is protected and even the subject, location or date received will not be published.

The publication feature of the feedback system will go live later.

When you send us feedback or a problem report, let us know if you wish to receive a personal reply. We will do our best to respond within a week. Sometimes several experts need to be consulted, which means that replying may take longer.

If your feedback contains sensitive information, such as information about your use of healthcare and social welfare services, bank account numbers or personal identification numbers, you cannot receive a personal reply via the feedback service if you were not logged in when sending the feedback.

Enter your email address if you wish to receive a reply or want updates on the processing status of the feedback. You will receive a tracking link for the feedback or problem report to your email. The tracking link takes you to your personal tracking page where you can see the status of the request. You will receive a notification in your email once you receive a reply.

By logging in before submitting your feedback, you can receive a personal reply, even for feedback containing sensitive information, and you can follow the processing of your feedback on the tracking page. For data protection reasons, after that you will need to authenticate yourself each time you click the link to the tracking page in your email.

You can also send a new message on the tracking page, e.g. a follow-up question related to your feedback. Sending a new message is possible for 2 months after receiving a reply.

Please consider entering your phone number when submitting a problem report. We might call you to request additional information.

You can submit feedback and problem reports anonymously, but we will not be able to contact you.

Thank you for wanting to give us feedback and help further develop the city.

We take all feedback into account and use it to improve Helsinki and make it more functional for all residents.

Feedback can be related to any operations of the city. Problem reports always have a location in addition to the actual problem and they usually concern built-up areas, such as streets, parks or incorrectly parked cars.

Feedback can be sent anonymously without authentication, and a reply will be sent to the email address you provide, if you want a response.

If you are not logged in and authenticated, the feedback should not include personal identification numbers, bank account numbers, asset information or sensitive information such as your state of health or social security status. For data protection reasons, it is not possible to send a personal reply to such feedback. Your feedback will be communicated to the parties concerned. You can only receive a personal reply to feedback containing sensitive information by logging in to the service.

If you have entered your email address when submitting feedback, you will receive a message when your feedback has been received and when you receive a reply or a request to provide additional information. The message contains a link to the feedback tracking page where you can read the response. Any requests for further information can also be found on the personal tracking page.

If you have submitted the feedback while logged in and using strong authentication, you will need to authenticate yourself each time you go to the feedback tracking page via the link in your email, for data protection reasons.

The message you receive has a link to a tracking page where you can send additional information or send a follow-up message for two months. After this, the message chain will be closed. You can always send new feedback through the feedback portal. Please do not forward this link.

If your feedback contains sensitive information, such as information about your use of healthcare and social welfare services, bank account numbers or personal identification numbers, you cannot receive a personal reply via the feedback service if you were not logged in when sending the feedback. Its visibility on the tracking page is also blocked for data protection reasons. Your feedback will be communicated to the parties concerned. By logging in before submitting your feedback, you can receive a personal reply, even for feedback containing sensitive information.

The feedback service has introduced the possibility of using strong authentication when logging in. By logging in before submitting your feedback, you can receive a personal reply, even for feedback containing sensitive information, and you can follow the processing of your feedback on the tracking page, which opens from the link in the message. For data protection reasons, you will need to authenticate yourself each time you click the link to the tracking page in your email.

The publication feature in the feedback system and browsing for published feedback will be available at a later stage. However, the feedback form already asks for permission to publish feedback. You will not receive a separate message when the feedback is published but you can see the publication status on the tracking page. Only feedback with a publication permission will be published.

You can send feedback by post to the City of Helsinki Registry Office:
City of Helsinki
Registry Office
P.O. Box 10
00099 CITY OF HELSINKI
Each division also has its own address that you can send feedback to. You can give feedback by phone to e.g. Helsinki-info, tel. 09 310 11111 and the Urban Environment Division's customer service, tel. 09 310 22111.

Feedback will be used in various ways, such as by making summaries and discussing them in management teams. Activity and service planners, for example, have found feedback text analysis useful. Improvement suggestions are especially welcome since they often offer concrete solutions to problems. Problem reports submitted by residents are important because they help us address harmful and hazardous obstacles and faults quickly.