Where We Can Be Found

The head office of the Fire Brigade Services Division is located in the Pieter Delport Centre on the corner of Government Avenue and Beckett Street in Arcadia.

The Services We Provide

The Community Safety Department strives to enable the community of Tshwane to prosper in a safe environment and has therefore amongst others also set itself the following goals:

• To provide comprehensive fire-fighting, rescue and fire safety services to prevent loss of life and property losses
• To coordinate resources to identify and reduce risks and to minimise the impact of disasters and emergencies on the people, property, environment and economy of the city
• To achieve these goals and to comply with certain laws, in particular the Fire Brigade Services Act and the Constitution, the Department provides the following essential services:
• Fire and rescue services

This section is responsible for fire-fighting and rescue services. It also provides, as part of its core functions, specialised services and humanitarian services, including a service to deal with incidents involving hazardous substances.

It also provides other related services considered part of the non-core functions of the department, these related services are rendered in support of the essential services and they include:

• Liaison services – media, special events etc.
• Educational services – school visits, static displays etc.
• Services related to the Reservist Force

You will need to do the following to make use of our services:

You only need to make a call to our Emergency Control Centre on 012 310 6300 or 012 310 6400 and report your emergency.
We will respond the nearest available fire station to assist you.

General enquiries or complaints

012 358 6200 / 2255

Our Service Standards

We have set the following minimum standards for the level and quality of the services we provide:

We strive to provide the customer with acceptable service standards that will be monitored by the department and reviewed at regular intervals.

We undertake to respond to your emergency within internationally recognised response times with the appropriate equipment to deal with your emergency.

How We Will Deal With Complaints And Enquiries

If you have a complaint:

• report it to us in writing on E-mail shemanet@tshwane.gov.za or direct it to; The Chief Fire Officer,Pieter Delport Centre, corners of Beckett & Government Avenues, Arcadia
• we will acknowledge the correspondence within 3 working days of receiving it;
• we will refer the matter for internal investigation and try to put things right immediately.
• we will respond to you on completion of the investigation

Your Rights As Our Customer

• You have the right to expect treatment that follows all the Batho Pele principles and we will respond to your emergency 24/7

Your Obligations As Our Customer

• Respect the dignity of our Fire Fighters
• Allow them to execute their duties without hindrance

It is advised that all Service Delivery Charters be placed at strategic points, visible to all staff in the department and to all customers.