Artificial intelligence (AI) has become an everyday aid for many. You can use AI when preparing a query or complaint to us at the ECC Finland, but its use does not always help to clarify your case and is not necessary. If you use AI in your contact with us, please read the advice below. Remember that AI is only a tool and you can always prepare your query without it.
AI as a support for describing your case – instructions for creating a summary
- Start your conversation with the AI by stating that you are preparing a written contact to the European Consumer Centre Finland. Then describe to the AI what kind of defect or other problem your case concerns, which trader or business is involved, and what remedy or compensation you are seeking. Also state what supporting documents or materials you have related to the case (for example a contract or confirmation, e‑mail correspondence with the trader, a photo of a damaged product).
- When you receive the first draft, ask the AI to further condense it. A concise, concrete description is often better than a long story. Check that the summary still matches your situation: remove unnecessary details but make sure nothing essential is omitted.
- In the European Consumer Centre’s complaint form (ecc.fi/en/our-services) most fields are filled by multiple choice or dropdown menus. The problem description and your requested remedy are among the fields where you can write freely. You may paste AI‑generated text into those fields.
- Do not enter personal data or other sensitive information into AI. If necessary, add such information only after you have transferred the text into our contact form.
- Instead of asking AI to produce a complete summary, you can ask it to clarify or improve an existing text written by you and to check grammar and spelling. When the language is polished, the risk of misunderstandings decreases, and the handling of your case can be faster. Nevertheless, a description expressed in your own words is always sufficient.
AI’s assessment of your situation may be misleading and delay case handling
The number of contacts to the ECC Finland has increased in recent years, and AI usage is visible in some of the contacts we receive. Sometimes this can unnecessarily prolong case processing.
We understand that you may rely on AI for an initial overview of your rights in a problem situation. However, AI can sometimes give incorrect or incomplete advice. Below are some points to bear in mind when you use AI in your contact or when discussing your case with our expert.
- In cross‑border consumer cases special attention should be paid to the choice of law, i.e. which country’s legislation applies to the case. AI may give pointers, but the final assessment should be left to us. Be critical of AI’s view on what refund or other remedies you can obtain and to what extent.
- Bear in mind that an AI response may contain references to case law or sources that do not exist. AI may also rely on incorrect legislation. We cannot comment in detail on claims or assessments made by AI.
- It is not necessary to attach to your contact a list of applicable provisions or case law produced by AI, especially if you have not verified those sources. Reviewing possibly incorrect information may slow down case handling.
- We may request documents relating to your case. Provide the documents we request – do not use AI to create new documents or to alter existing ones.
- AI‑generated content does not replace verified legal expertise. The European Consumer Centre’s advice is based on applicable law and our professional experience. If we cannot help you, we will tell you which organisation you can turn to.
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