Clients and Stakeholders

Our clients and other stakeholders include:

• ACT community generally, with special emphasis on at-risk and higher age groups, and householders;
• ACT Government, Ministers, agencies, boards and committees;
• Australian Government;
• Australian Federal Police;
• Large building owners and managers, architects, business managers, and fire protection companies;
• Major community event organisers;
• South East Region of New South Wales;
• Rural communities, property owners, and lessees;
• Land managers; and
• Pine plantation managers.

Customer Commitment
The ACT Emergency Services Agency (ESA) is the government agency responsible for emergency management arrangements in the Territory. Its mission is to preserve life, property and the environment by minimising the impact of fire, road accidents, medical and other emergencies.

"The Agency is committed to continuous improvement and providing quality services and achieving industry best practices and your views are valuable to us in this regard. We welcome any views that you may have (either positive or negative) about both this statement and the services we provide. Improved understanding of our clients' needs and expectations will greatly assist us in our corporate planning processes."

How you can help us

• In emergencies, for your safety and the safety of others, follow the directions of Emergency Services Authority personnel;
• Ensure that you safely move out of the way of emergency service vehicles with their lights flashing and/or siren sounding;
• Become a bushfire fighter or emergency service volunteer;
• Do not ring 000 except in the case of true emergencies;
• When making an emergency call give clear and complete details in response to questions asked;
• Wear bracelets identifying any medication to which you are allergic, or alerting of other medical conditions; and
• Learn Cardio-Pulmonary Resuscitation (CPR).

Avenues for feedback
Clients are encouraged to refer all service suggestions or concerns to an appropriate ESA Contact Officer on (02) 6207 8444. (This phone is staffed 24 hours per day, 7 days a week). This contact officer will then act as a central information handling point to ensure matters are passed on to the correct area and that it is handled in a prompt and clear manner. The Authority also has a formal complaint handling procedure a copy of which may also be obtained by contacting the above number.

As an alternative, you might use the ACT Government on-line feedback form at Canberra Connect.

Should you have received exceptional service from an Emergency Services Agency Officer you may wish to consider nominating them for an ACT Customer Service Award. Nomination forms can be obtained from the Authority, any ACT Government Shopfront, or by contacting the Awards Secretariat on (02) 6205 0208.