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Complaints & Comments

Emergency Response and Rescue Corps


If you have a complaint, concern or comment about the E.R.R.C. then we would like to hear from you.

We want to address any complaints, concerns and feedback you may have as quickly and effectively as possible. This may be about our people, the work we do or the way we raise or spend money. This page tells you how you can make a complaint, raise a concern or give us feedback.

General feedback

Use the form below to provide feedback on any of our services, our courses or on our volunteers.

Our complaints policy

Our aim is to make you feel safe, listened to and given an appropriate response when you share a complaint, concern or feedback with us.

You can make a complaint, raise a concern or give feedback anonymously.

Contacting us

We hope to make getting in touch with us as easy as possible. We can be contacted in writing, email, telephone, through our website, social media, verbally or via another organisation or individual.

We are committed to maintaining the confidentiality of your personal and sensitive information, in line with our data protection responsibilities. Only those who are involved with responding to your complaint, concern or feedback will be made aware of it.

Behaviour we expect of our people

If you get in touch with us to complain, share a concern or provide feedback, we expect our people to take it seriously and treat you with courtesy and respect.

Our staff and volunteers are expected to act in line with the ERRC statute that includes a code of conduct providing clear standards of behaviour that we expect, and we are committed to ensuring our high standards are met. If you see or experience any behaviour that does not meet our high standards, please let us know so we have an opportunity to make it right.

Local authorities, statutory bodies, partner agencies, or members of the public concerned about the conduct of an ERRC Red Cross staff member or volunteer should contact admin@errcmalta.com

When we will respond

We aim to respond to complaints, concerns and feedback as quickly as possible, usually within 10 working days of you getting in touch.

Sometimes we may need to investigate your complaint or concern in more detail to ensure we take the right action. Depending on how complex the complaint or concern is, we may need some more time to look into it. If that is the case, we will contact you to keep you updated. When the investigation is complete we will contact you again to provide our response, including what we plan to do about it.

Your rights if you are unhappy with our response

If you are unhappy with the response you have received to your initial complaint or concern, please let us know as we would like the chance to try and make it right.

You also have the right to contact any of these organisations for further help:

The Malta Council for the Voluntary Sector regarding any of our services or volunteers and staff members.


The Malta Further and Higher Education Authority regarding anything related to training.


Usually these organisations will take up a case after giving us an opportunity to reply or provide some more information.

How we use feedback to learn and improve

We are committed to improving the quality and effectiveness of our work. We use all feedback anonymously to help us learn and improve our services in the Malta and Gozo, the service we provide in the community, and programs we deliver as part of our training courses. If you have feedback or a positive experience to us, we will make sure the right team or individual receives this feedback.

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