The NSW Rural Fire Service encourages and welcomes complaints from members of the public about our organisation, our service delivery or our handling of a compliant.

How to lodge a complaint

• Use the online complaint form below

What you can expect from us

• We will treat you with courtesy and respect at all times
• You can remain anonymous if you wish
• We will make it easy and accessible for you to make a complaint
• The contact details of the person or team managing your complaint will be provided to you
• We will keep you informed about the status of your complaint and if there are unavoidable delays in dealing with your compliant we will inform you and explain the reasons
• We will provide you with the outcome of your compliant and the reasons behind the actions or decisions we make
• We will maintain confidentiality at all times

What we ask of you

To manage your compliant fairly and efficiently we need your cooperation by:

• Providing complete and relevant information
• Maintaining confidentiality
• Maintaining realistic expectations about our handling of your complaint

When will you get a response

• Where possible your complaint will be resolved at first contact with the NSW RFS
• Your complaint will be acknowledged within 3 working days
• We will undertake an initial assessment of your complaint within 5 working days or up to 10 working days for serious or complex matters
• We will endeavour to resolve less complex complaints at the local level wherever possible within 20 working days
• If your complaint is more serious or complex it will be resolved within 60 working days
• You will be updated fortnightly on the progress of your complaint

Downloads

• NSW RFS Public Complaints Management Policy (PDF)

Make a complaint online

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