Quality policies
Quality
We follow a common quality policy that supports our strategy. Our goal is to make sure our operations comply with licences and industry requirements, and meet all applicable legislation and regulatory obligations.
We are committed to meeting these requirements and continuously monitor customer focus, profitability, and employee wellbeing and motivation. Where needed, we take action to achieve our quality goals.
Our quality goals
1 Customer Focus
Our customers are always at the centre of how we deliver and develop quality. Everyone at Kaisanet plays an active role in delivering high-quality services.
Measurement: Net Promoter Score (NPS) – satisfaction of new fibre optic customers.
2 Profitability
Our aim is to operate profitably — for us and for our customers.
Measurement: EBITDA margin.
3 Employee wellbeing and motivation
A healthy, motivated workforce is the foundation of high-quality, effective operations.
Measurement: Quality of Working Life (QWL) index.
Quality standards and certifications
In our data centre and infrastructure services, we comply with the ISO/IEC 27001:2013 information security standard. The standard is based on three core principles: confidentiality, integrity, and availability.
Whistleblowing channel
We want to do the right thing
To support an open, transparent, and safe working culture at Kaisanet, we have introduced a whistleblowing channel for reporting suspected misconduct. This channel is based on the Finnish Whistleblower Protection Act and the EU Whistleblower Protection Directive.
When should a report be made?
The whistleblowing channel provides a confidential way to report suspected misconduct or breaches of Kaisanet’s principles for internal investigation. Reports can be made anonymously.
As a first step, concerns or suspicions should ideally be discussed with immediate supervisors or management. If that doesn’t feel appropriate or doesn’t lead to a resolution, this channel is always available. The system is designed so that the reporter cannot be identified if they choose to remain anonymous.
Submitting and handling reports
All reports are handled confidentially, with respect for the privacy of both the reporter and those involved. Personal data is processed in accordance with the Finnish Data Protection Act (1050/2018).
A report can be submitted based on a suspicion alone, without concrete evidence, as long as it is made honestly and in good faith. Reports received through the whistleblowing channel are handled by Kaisanet’s HR Manager, Group Data Protection Officer, and Administrative Assistant. They initiate any necessary investigations, which are conducted confidentially.
Confidentiality also applies if the reporter chooses to disclose their identity. If a report concerns one of the designated handlers, that person will not take part in the investigation.
Receipt of the report is confirmed within seven days. At the end of the submission process, the reporter receives a personal case code, which allows them to follow the progress of the case. Additional information may be requested during the investigation, using the same confidential and anonymous channel. The outcome of the investigation is communicated through the channel within three months of the report being submitted.
If the reporter loses their case code, a new report must be submitted referencing the original case so the investigation can continue.
Reports can be submitted at:
www.firstwhistle.fi/kpo-konserni
More information about reporting is available from our service provider at:
https://www.juuriharja.fi/whistleblowing-ilmoittajalle-faq
If our internal channel does not work, reports concerning misconduct covered by the Whistleblower Protection Act can be submitted to the Chancellor of Justice’s central external reporting channel. To qualify for whistleblower protection, reports of irregularities should primarily be made through our internal reporting channel.
The external reporting channel is available at:
https://turvaviesti.gov.fi/ilmoituskanava-rapporteringskanal
Digital Services Act (DSA)
Information required under the EU Digital Services Act:
Kaisanet Oy (Business ID: 2366937-2)
Article 11 – Point of contact for authorities
Email: dsa@kaisanet.fi
Languages: Finnish and English
Article 12 – Point of contact for service recipients
Email: asiakaspalvelu@kaisanet.fi
Customer service phone number: 0800 391 234
Article 14 – Information on service provision
Kaisanet Oy provides a transmission service and does not place restrictions on the use of the service in relation to the information provided by service recipients.
Digital Services Act (DSA)
Point of contact in accordance with Digital Services Act (EU) 2022/2065 article 11: dsa@kaisanet.fi. Languages that can be used in communication: Finnish and English.
Point of contact in accordance with Digital Services Act (EU) 2022/2065 article 12 with which the recipient of the service can communicate with us: asiakaspalvelu@kaisanet.fi. Telephone number for the customer service: 0800 391 234.
Point of contact in accordance with Digital Services Act (EU) 2022/2065 article 14:
Kaisanet Oy offers a transfer service, and we do not place restrictions on the use of the service regarding the information provided by the recipients of the service.by the recipients of the service.