Customers who speak foreign languages can contact Kela through instant interpretation or public service interpreting

Kela will again take into use an instant interpretation service during this year. The instant interpretation service is a remote interpreting service used via an app, where the interpreter can be contacted in a customer service situation without booking beforehand. Kela’s customer service specialist uses the service on a smartphone or a tablet. The instant interpretation service is intended for short interpreting assignments when no common language is found with the customer.

The instant interpretation service used by Kela underwent a new competitive tender process, and the chosen service provider is Túlka Oy. The company already previously handled the service. The framework agreement with Túlka Oy is for a fixed time period of two years until 3 November 2026.

Positive experiences of instant interpretation

Instant interpretation improves the service for customers who speak foreign languages as they can handle their Kela-related matters flexibly and quickly through a professional interpreter. Instant interpretation also improves the possibilities for customers who speak foreign languages to handle their Kela-related matters independently and equally.

The instant interpretation app is a convenient tool when you do not have a common language with the customer. Kela's customer service specialists have felt that the instant interpretation enables smoother customer service and a better customer experience.

“Piece of cake, very easy to use. The customer left with a smile on his face.”

“I could book an appointment with interpretation for the customer to continue processing the matter as it became apparent through instant interpretation that the customer needs more in-depth advice.”

Kela encourages customers who speak foreign languages to try handling their Kela-related matters in Finnish or Swedish as soon as their language skills permit. It is also possible to handle your Kela-related matters in English without interpretation. Interpretation is needed when the customer’s language skills are not yet sufficient to handle a complicated matter in Finnish, Swedish or English.

Kela’s partner organisations can schedule a telephone appointment with interpretation on the customer's behalf

It is possible to handle Kela-related matters via Kela’s phone service with the help of a public service interpreter. This is the case especially if the matter cannot be handled in the service languages provided and the customer’s case is complicated or the customer handles several Kela-related matters at once.

Kela’s partner organisations can book telephone appointments with interpretation for customers in Kela’s appointment booking system if the customer has a Finnish personal identity code. Customers cannot themselves book an appointment with interpretation.

The need for public service interpreting can also become apparent in a customer service situation at Kela. In that case, Kela's customer service specialist books a telephone appointment with interpretation for the customer. Kela pays the costs for the interpretation.

Read more

• Read more about the Túlka instant interpretation app (tulka.com, in Finnish or English)

Book an appointment for a customer (in Finnish or Swedish)