Customer service week at the PRH – Customer advisors in the spotlight

At the Finnish Patent and Registration Office (PRH) we are celebrating a customer service week on 5 to 9 October like several other organisations.

This year, we have answered, dealt with and solved 12 000 Trade Register related chat discussions, 16 000 emails and over 84 000 calls.

Notifications of beneficial owners and the exceptional situation caused by the coronavirus have kept our customer advisors busy, and unfortunately occasionally increased the waiting times.

How does the customer service work?

Our team consists of 30 customer advisors ready to help you to fill in notifications and applications and to provide you with information. Our various experts from Legal Advisers and Patent Consultants to specialists handling notifications and applications assist our customer advisors in their duties.

We provide answers to your questions on the phone, by chat and by email. We also have a customer service point on Sörnäisten rantatie in Helsinki that provides face-to-face service. During the coronavirus pandemic, the service point is open only in the afternoons. Please observe the coronavirus safety tips.

Some of our customer advisors provide guidance and give advice at trade fairs and special events together with our collaboration partners. In addition to the advisory service, we inform our customers about our wide range of information services and manage document orders.

We also help the customers who are thinking about starting a business online, wondering how much the registration fee of a trademark is and how to notify changes of persons entitled to sign for associations. We provide help for customers who have submitted incomplete notifications to the Trade Register or the Register of Associations and who want to know how to respond to the “invitation to correct" we have sent them.

Our goals are high

The goal of our customer service is to create an excellent customer experience according to the vision of the PRH. We aim to achieve this by actively taking part in courses and seminars and thus maintaining and deepening our knowhow within our field of responsibility.

We are keen to know what customers think about our customer service and therefore we request your feedback several times a year. Most of the feedback has been supportive and appreciative.

In June 2020, when we asked our calling customers to evaluate how successful the advisory calls had been, our customer advisors received a rating of 4.55 for expertise and 4.63 for willingness to help on a scale of 1 to 5. We want to thank you all for your confidence in us.

We are always happy to receive feedback about our other activities. Thank you for all the development suggestions, improvement requests and all the thanks you have sent us. We will forward your ideas and opinions and try to fulfil your wishes and expectations better in the future.

The PRH wishes you a safe and relaxing autumn.

Go to the contact details of the customer service.

For more information, please contact:
Louna Kiuru
Customer Services Manager
Finnish Patent and Registration Office (PRH)
Tel. +358 400 883 035

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Latest update 05.10.2020