WHO WE ARE
The Civil Protection Department as detailed in Chapter 411 of the laws of Malta is tasked, amongst other things, with the provision of assistance and rescue services to the general public within the Maltese territory inclusive of territorial waters. In order to provide such services, the Civil Protection Department is equipped with a fleet of over one hundred fire and rescue appliances and five firefighting and rescue vessels. The Civil Protection Department responds to requests for assistance through the 112 emergency number and in order to reach the incident site in minimum time, personnel are deployed from 10 fire stations and one marine station which are strategically located within the Maltese islands.
OUR COMMITMENT TO CLIENTS
Level of service to expect when contacting or visiting our Offices:
o We will treat you with respect and in a professional manner.
o We guarantee confidentiality on any information exchange.
o Our service standards are in line with Directive 4-2 Standard for Service of Excellence Offered by the Public Administration to the Public and Public Employees.
o The list of services offered can be found in the following link https://www.facebook.com/CivilProtectionMalta
WHAT TO EXPECT WHEN YOU CONTACT US
Specific, straightforward, and free of jargon or technical terms. All information will be provided in both Maltese and English. We commit to answer your query within 1 working day, or as per timeframes stipulated
in Directive 4-2.
When you contact us by phone:
We commit ourselves to answering the phone within 3 rings, in a clear and knowledgeable manner. Staff will identify themselves and treat you with courtesy and respect.
When you contact us by letter or email:
We will send an acknowledgment within 1 working day from receipt of your letter or email.
When you visit our Offices:
Our Offices are safe, clean and enable accessibility to services for persons with disability. Waiting time will be of approximately 20 minutes under normal circumstances.
Appointments:
Replies to requests for appointments will be provided within 1 working day, with the appointment date being set within 15 working days from the date of request. However, appointments may be dependent on department waiting lists and urgent requests which may take priority.
CLIENT RESPONSIBILITIES
Clients are expected to: Provide full and correct information. Treat staff with courtesy and respect. Adhere to time-frames and allocated appointments when applicable.
WE VALUE YOUR FEEDBACK
If you would like to submit feedback, suggestions, or complaints kindly:
o Contact us as per details shown here: [email protected]
o Through servizz.gov by calling on 153, or online on Submit a Complaint
Your confidentiality will be guaranteed. Expect our feedback within 5 working days
HOW TO CONTACT US
Civil Protection Department Headquarters, Mqabba Road, Ta’ Kandja, l/o Siġġiewi, Malta
o Monday to Sunday 24hours a day
o https://homeaffairs.gov.mt/public-bodies/civil-protection-department/
o Contact us: [email protected]; –+356 2393 0000
o Through Social Media:
