We want to know about what we are doing well and what we need to do to improve our efficiency and effectiveness.  Your feedback can help us to provide a better service for you and for others.

How can I provide feedback or lodge a complaint?

  • send an email to

  • download and complete our Customer Feedback form, and mail it to Manager, Executive Services, South Australian Metropolitan Fire Service, GPO Box 98, Adelaide SA 5001

Customer Feedback form (PDF 200KB)

Customer Feedback form (doc 487KB) 

  • telephone MFS Headquarters on 8204 3600 during business hours / Country Callers, please call (toll free) 1300 737 637.


Teletype services

If you are deaf, or have a hearing or speech impairment, please phone MFS Headquarters through the National Relay Service (NRS) on the numbers listed below:

  • TTY users, please phone 133 677 and ask for the number you need.

  • Speak and Listen (speech-to-speech relay) users, phone 1300 555 727 and ask for the number you need.

  • Internet relay users, please connect to the NRS on and ask for the number you need.

If you would like further information about the NRS, please phone 1800 555 660.


What happens next?


We will make sure your message is passed on and that our firefighters and/or staff are recognised for their good work.


We will ensure the right person follows up your comments for improving our services and will contact you about any action or decision.


A ‘customer complaint’ is a complaint about the service or action of the organisation, or its staff, by a person who is apparently directly affected by the service or action.

  • When we receive your complaint we will acknowledge that we have received it.

  • We will action your complaint, and aim to resolve it.We may contact you for further information.

  • We will write to you and let you know the outcome.Most complaints are resolved within 30 days however some complaints are more complex and take longer.We will keep you informed if this is the case.

  • If for some reason we cannot deal with your complaint (for example, the issue is outside the jurisdiction of the South Australian Metropolitan Fire Service), we will write to you and let you know.

The MFS is committed to handling customer complaints quickly, seriously and confidentially.  Anyone making a complaint will be treated with courtesy.  Where possible, complaints will be resolved at the first point of contact.


If you are not satisfied

If you are not satisfied with our response, you have the right to refer matters to:


Contact us

If you need help with sending feedback, or would like to check on the progress of a customer complaint you can contact us:


Manager, Executive Services

South Australian Metropolitan Fire Service

GPO Box 98

Adelaide SA 5001

Phone: (08) 8204 3754