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Mauritius Fire and Rescue Service under the aegis of the Ministry of Local Government

 Customer Charter


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CUSTOMER CHARTER

 

 
Address : 14 De Chartes Street, Port Louis
Tel : (230) 212 0214/15
Hot Line : 115
Fax : (230) 208 3875
E-Mail :
mfrs_headoffice@govmu.org
 

 

CUSTOMER CHARTER 
 

Our Customer Charter sets out our service delivery approach and commitment to customers, their rights and responsibilities and how they can expect their complaints to be dealt with.

 

OUR VISION

 
The vision of the Mauritius Fire and Rescue Service (MFRS) is to have a Republic of Mauritius free from the dangers of fire and other emergency threats, and safe to live, work and visit anytime and anywhere.
 

 

OUR MISSION
 
The Mission of the MFRS is to protect and reduce losses of life and property; to reduce damage to the environment due to fires, hazardous materials; natural disasters, and other emergencies caused by acts of man and nature; to promote the health, safety, and well-being of the citizens of the community. 
 
 
OUR COMMITMENT
 
  

The MFRS is dedicated to build a safer Mauritian Society by:

  •  reducing the risk that cause emergencies;
  •  dealing with emergencies when they happen; 
  •  building public confidence in the service;
  •  working effectively with our partners and stakeholders and
  •  continually developing the resources available to meet changing needs.
 

OUR MAIN RESPONSE

 
 The Mauritius Fire and Rescue Service (MFRS) is responsible for ensuring the people of the Republic of Mauritius are supported by, and benefit from, an effective disaster and emergency management system and essential emergency response services. The MFRS provides fire mitigation and management services, emergency rescue and disaster management services. The MFRS currently operates 10 fire stations manned by 710 fire fighters working on 4 shifts to provide fire and emergency cover for the whole country with a population of about 1.3 million. This gives us a fire fighter-to-population ratio of 1 fire fighter on duty for every 7000 in population to respond to an annual average of 5000 to 6000 fires, about 2000 non-fire incidents with a fleet of 30 fire fighting vehicles.

 Emergency 
 Call us on 115. We shall consider your call as top priority and reply your call promptly. We shall mobilize our available resources within 60 seconds and aim to reach the incident site as quickly as possible. We offer a 24 hour round the clock service. 

 Non-emergencies
Telephone calls will be answered in a courteous and professional manner. Our location and name will be given on answering the call. If a call has to be transferred we will endeavour to connect you to the correct person or take a message if the contact is not available.

The following Fire Stations can be contacted through:
 
Fire Stations
Phone Numbers
Fax
Email
Triolet
261-0650/0661
261-0657
trioletmfrs@govmu.org
Piton
264-1522
264-2400
pitonmfrs@govmu.org
Port Louis
212-2021/22
210-9562
portlouismfrs@govmu.org
Coromandel
233-8995/96
233-8269
coromandelmfrs@govmu.org
Quatre Bornes
464-3068/9933
467-2879
quatrebornesmfrs@govmu.org
Flacq
413-2527/4943
413-7560
flacqmfrs@govmu.org
Curepipe
675-1414/15
670-1800
curepipemfrs@govmu.org
St Aubin
626-4780/4428
626/4430
staubinmfrs@govmu.org
Mahebourg
631-9540/1115
631/2315
mahebourgmfrs@govmu.org
Tamarin
483-1503/05/06
483/1507
tamarinmfrs@govmu.org
Fire Stations operate round the clock.
 

FIRE SAFETY SECTIONS:

Fire Safety Division
210-9617
210-8885
210-9012
210-9012
210-8947
210-2495
 
211-8623
MFRS Training Unit
233-8999
 
233-8999
trainingunit@govmu.org
Water Supplies Section
210-9671
210-8885
210-9012
210-8947
210-2495
 
210-8623
 
Customer Care Office
211-3580
211-5839
 
211-3258

 

OTHER SERVICES

The Fire Safety Division is located at Bahemia building 36, Deschartres street Port-Louis. This Unit is MS ISO 9001:2008 certified in November 2011. It aims to promote fire safety culture in Mauritius, through talks, lectures, demonstrations and media. It also carries out inspection of buildings, filling stations, fuel depots, gas installations and other fire hazardous premises throughout the island for the purpose of fire certification under Section 19 of the Mauritius Fire and Rescue Service Act 2013.

A fire certificate is issued after compliance with fire safety requirements and payment of a prescribe fee.
Application forms for fire clearance and fire certificate can be obtained at customer care office - Ground floor, Meem Building, 14, Deschartres Street, Port Louis or any Fire Station or can also be downloaded from our website http://www.fsd.govmu.org
       Applications forms shall be submitted together with a site plan, architectural plan and telephone numbers of contact persons.
       On receipt of all relevant documents, your premises will be inspected within 15 days.
       You will be advised accordingly after the initial inspection through an official letter.
The Control and Mobilizing Centre is located at the 6th floor of MFRS headquarters. Emergency calls are received on our hotline 115 and resources are mobilized to incident sites.
For a rapid response the caller shall provide the following information:
1.       Name of caller
2.       Telephone number of caller - for gathering additional information in case necessary
               Exact address of incident/emergency
3.       Type of emergencies - e.g. Fire, Accident, Rescue etc...
4.       Nature of fire - e.g. building, vehicle, industry, bush/sugarcane etc...
5.       Any landmark for ease of reference to arrive more rapidly on the emergency spot.
The MFRS Training Unit is located at Coromandel Fire Station, Industrial Zone, Coromandel. Besides offering compressive in-house training for its personnel; the Unit also offers external theoretical and practical training on fire safety to non-fire personnel and fire safety education to the general public and specific community.
The Water Supplies Section is located at the Fire Safety Division, Bahemia Building, 36, Deschartres Street, Port Louis. This section is responsible for all policies regarding water sources from which water can be drawn for fighting fires or other related work.
Customer Care Services
Our Customer Care Office is open on weekdays from 08:45 hrs. – 16:00 hrs. and our officers will be most willing to assist you.

     
The cash office of the Finance Section, 3rd Floor, Meem Building is open on weekdays from 09:00 hrs – 15:00 hrs.

An official receipt will be issued for any payment effected.
      Lunch time: 12:00 hrs. – 12:30 hrs.
Payable Fee

 

     
 

FIRE PREVENTION

       
  •  We aim to provide a fire safety culture in Mauritius through talks, lectures, demonstrations and broadcast to the population.
     We shall work with you to help prevent fires and advise on preventive measures.
  •  
 

COMPLAINTS AND FEEDBACK

We shall make every effort to provide 24 hour services in an effective and efficient manner and welcome suggestions and feedback from stakeholders to further improve these services.
If you have any enquiries, complaints and suggestions, you may either write to us or telephone us as follows:
MAURITIUS FIRE AND RESCUE SERVICE
PORT LOUIS
Fire Services Department,
14 Deschartes Street,
Port Louis.
HEAD OFFICE
TEL: 212-0214/15
FAX:(230) 208-3875
CUSTOMER CARE OFFFICE
TEL: 211 3580/ 5839
FAX: 211-3258
        
Website: https://mfrs.govmu.org
 
This charter was published on 27 November 2014.
ACTION TO BE TAKEN IN THE EVENT OF FIRE
 
 
 If you discover a fire:-
 
 Raise the alarm
 
  Alert other occupants and neighbours
  Call the Fire Brigade on Telephone No 
115
  Give your name and telephone number (mobile)
  Give the exact address of the fire
  Give any specific landmark to enable rapid intervention
  State what is burning
 
Extinguishing the fire
 
   Try to extinguish the fire, if it is safe to do so.
   Use appropriate medium (water, dry chemical for classes A, B and C fire*, foam, Carbon dioxide gas) 
 * Classes of Fire
   Class A:    Fire involving solid materials normally of an organic nature
                  in which combustion occurs with the formation of glowing embers

   Class B:    Fires involving liquids or liquefiable solids.
   Class C:    Fires involving gases or liquefied gases.
   Class D:    Fires involving metals
 
Evacuate the building
  Leave the building quickly and in orderly manner
  Close doors behind
  Proceed to place of safety
  Roll the call
  Do not re-enter the building until allowed by relevant authorities

ALWAYS REACT CALMLY