Emergency Medical Services (EMS)
Complaints and Investigation Information
Wisconsin has a high-quality prehospital emergency medical
services system. Licensed EMS personnel, EMS services, and Certified EMS
Training Centers strive for competent and caring provision of care. However,
when a problem is experienced, anyone has the right to file a complaint. The
Wisconsin EMS Office receives and reviews all complaints about EMS
personnel, services, and Certified EMS Training Centers regarding EMS
violations of the EMS administrative rule
Chapter 256 (exit
How to Make a Complaint
Complaints may be made by a member of the community, a peer, a co-worker, an
EMS service provider, and/or educational institutions. The complaint should be
in writing. The complaint is considered confidential until probable cause is
found. There is no absolute guarantee of confidentiality or anonymity.
Please be as accurate and factual as possible when
making a complaint. If the complaint is determined to have merit, the
investigation can be expanded. The EMS Office does not investigate complaints
regarding cost of services.
Please note: The State of Wisconsin does not regulate what an ambulance
service can charge for their services. Typically this is regulated through the
ambulance services administration and in some case by the local governmental
agency (City, Town, Village, or County). If you have an issue with the cost of
service please ask the ambulance service who sets their rates and address the
issue with that entity.
Please complete and send the
complaint form (Word, 103 KB) to
the Wisconsin EMS Office to file your complaint.
The EMS Office coordinates all EMS
investigations for the state. All complaints will be considered for
investigation. The EMS office reserves the right to determine, based on statute
and administrative rules, if an investigation is warranted and what the action
of the EMS Unit will be in regards to the complaint. When the investigation
is complete, a determination is made by the EMS Office and the DHS Office of
Legal Counsel EMS Attorney if a violation has occurred and if disciplinary
action will be pursued. If the provider wishes to appeal any actions, they can
request an appeal under
Objectives of a Complaint Investigation
Factually establish what
Determine if EMS personnel
were involved in a violation of DHS 110 and/or Wisconsin Statute Chapter 256.
Determine whether the
conduct or behavior was intentional or unintentional.
Determine if the conduct
was the result of an action or inaction by EMS personnel.
reasonableness and basis of EMS personnel actions and evaluate any
Uncover all pertinent
facts so they will be rendered admissible in an appeals hearing.
Determine if a violation
occurred in regards to Administrative rule DHS 110 and/or Wisconsin Statute
the Program Coordinator Helen.Pullen@Wisconsin.gov
for further information.
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February 20, 2014