A maintenance system of an image forming apparatus is composed of an image forming apparatus and a central management apparatus connected to it via a communication line. The image forming apparatus is composed of an image forming unit for forming an image, an information output unit for outputting intra-machine information of the image forming unit, a voice information input unit for inputting voice information of a user of the image forming unit, and a first communication controller for outputting the intra-machine information and voice information via the communication line. A central management apparatus is composed of a second communication controller connected to the communication line for inputting the intra-machine information and voice information which are outputted from the image forming apparatus, an emotional condition recognition unit for recognizing the emotional condition of the user of the image forming apparatus on the basis of the voice information received by the second communication controller, a support data storage unit for storing beforehand support information corresponding to the intra-machine information and emotional condition, a main controller for extracting the corresponding support information from the support information storage unit on the basis of the intra-machine information received by the second communication controller and the emotional condition of the user recognized by the emotional condition recognition unit, and an input/output unit for reporting the support information extracted by the main controller to an operator.