FAQs

Under the State Concession Scheme, eligible Victorian's holding certain concession cards receive free clinically necessary ambulance coverage throughout Australia. In all cases, transport is provided to the nearest and most appropriate medical facility.

For the purpose of ambulance transport, the Concession classification includes:

  • A person holding a current Victorian Pensioner Concession Card (includes dependent children listed on the card but not spouses)

  • A current Health Care Card holder and their dependents including spouses listed on the card (does not include Health Care Card for carer allowance and foster care issued in the name of the child)

  • A child holding a current Child Disability Health Care Card or Foster Child Health Care Card, but not their guardians/families listed on the card

  • A child under a Family reunification, Care by Secretary or Long-term care order including children on interim accommodation orders

  • A person who is subject to an order under the Mental Health Act 2014, Sentencing Act 1991, or Crimes (Mental Impairment and Unfitness to be Tried) Act 1997 requiring them to be compulsorily assessed or treated in a designated mental health service. This includes compulsory, security and forensic patients.

Concession transport from a private healthcare facility

If a concession card holder is transported from a private healthcare facility the sending private facility is responsible for payment. This includes registered private hospitals and registered private day procedure centres.

The private healthcare facility decides whether or not to pass this cost onto the patient.

Concession benefits do not apply when

Concession benefits do not apply when:

  • A patient only holds a Commonwealth Seniors Health Card and they do not have one of the concession cards listed above

  • A patient requests to be repatriated or relocated to or from Victoria for non-clinical reasons or when the transport is not clinically necessary (repatriation back to Victoria must be authorised as clinically necessary and there must be a demonstrated clinical requirement for ambulance transport)

  • Another party is responsible for the account.

The other party responsible could be:

  • The Department of Veterans’ Affairs (DVA) where a person holds a Gold or a White Card (subject to the conditions of the card)

  • The Transport Accident Commission (TAC)

  • The Victorian WorkCover Association (VWA)

Evidence of concession entitlements

In order to access entitlements, AV will require evidence of concession entitlements. The card must also be valid at the time of transport or the account will remain the responsibility of the relevant individual, hospital or chargeable authority as detailed in the Ambulance Payment Guidelines.

For more information please refer to the Ambulance Transport Payment Guidelines and Membership Scheme Business Rules.

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Date Updated: 06/12/2022

Yes you can – this can be done over the telephone. Simply call the Ambulance Victoria Membership Service Centre on 1300 366 141 (Mon-Fri 8am-8pm & Sat 9am-5pm).

Please note Once the membership has been established, only the Primary Member or Dependant partner listed on that membership can make changes. (Dependants cannot resign the membership or remove the Main member).

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Date Updated: 06/12/2022

Ambulance Victoria (AV) completed an upgrade to our banking system in December 2019 which increased security measures for our members.

This change has greatly increased the security and privacy of managing membership payments.  AV no longer holds credit card details in our database, but instead communicates directly with our banking partner to manage the payments.

Members can check or update their payment options via the AV website here.

If you are having trouble updating your details online, please contact our team via membership@ambulance.vic.gov.au and they will assist.

Alternatively you can contact the Membership Service Centre on 1300 366 141 between the hours of 8:00am-8:00pm Monday to Friday or 9:00am-5:00pm Saturday. Please be aware that due to these changes and the recent bushfires, the expected wait times will be longer than normal.

 

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Date Updated: 19/10/2022

There is a fourteen (14) day Qualifying Period from the commencement of all New and Reinstated Memberships. During the Qualifying Period Members do not receive member benefits for:

  • Non-emergency Patient Transport Ambulance Services; or
  • Emergency Ambulance Services where the service is required as a result of a Pre-Existing Medical condition.

The Qualifying Period will be waived in the following circumstances:

  1. For children who qualify as a Dependant when added to an existing Family Membership which has already served the Qualifying Period.
  2. Where a New or Reinstated Member was formerly an eligible Victorian Pension Concession card or Health Care card holder and joins the Membership Scheme within thirty (30) days of no longer being eligible for a Pension Concession card or Health Care card - In this situation Membership will commence from the date the concession benefits ceased (proof of this date will be required).
  3. Where a New or Reinstated Member was listed on a Family Membership, is no longer eligible to be covered under that Family Membership and joins the Membership Scheme within thirty (30) days of ceasing to be eligible on the Family Membership. 

Please Note: Membership benefits commence 5pm the day after payment is received by Ambulance Victoria for new and re-instated members. See Membership Scheme Business Rules for full details.

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Date Updated: 08/12/2022

Your membership does not cover you for travel overseas and it is recommended you take out travel insurance.

As a member travelling interstate, you receive the same benefits that you would have received if you had been in Victoria.

Please refer to the Membership Scheme Business Rules for further definitions.

Note :

1. If you require transport interstate you will receive an invoice from that interstate service for payment. You just need to list your AV membership number on the form and return it to Accounts Receivable Department, Ambulance Victoria, Locked Bag 9000 Ballarat Mail Centre VIC 3354

2. Repatriation for convenience or social reasons is not covered under membership.

3. When clinically necessary, transport back to Victoria may be arranged. Prior approval from AV is required, including a written request  demonstrating a medical requirement for the transport.

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Date Updated: 04/12/2022

For a transport to be covered under your membership it must be assessed as ‘Clinically Necessary’ by a qualified medical professional.

The term ‘Clinically Necessary’ means that there is a genuine clinical need;
• To move the patient (i.e. the current hospital cannot treat the patient)
• For the patient to use an ambulance
• For clinical monitoring during transport.

Patients cannot book their own transport and it must be booked by your doctor via the Emergency Services Telecommunications Authority (ESTA) on 1300 366 313.

There are exclusions that you should be aware of, such as;
- membership doesn’t cover ambulance services if you are within your waiting period
- cases where the transport is for social or convenience reasons (such as choosing your own location of treatment)
- when a third party is responsible for payment (such as the sending hospital in the public system)
- Click here for a full list of exclusions

We cannot guarantee that a particular transport will be covered under membership however, if your clinician has booked the transport in line with the Department of Health and Human Services (DHHS) Ambulance Payment Guidelines and the Membership Scheme Business Rules then it will likely be covered. Note that if the booking is found to not be in line with the guidelines then your membership will not cover it.

We encourage you to view more information and some examples on the "Membership Cover and Non-Emergency Transport" page.  You can also find links to the Ambulance Payment Guidelines & the Membership Scheme Business Rules.

 

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Date Updated: 05/12/2022

 

Ambulance Victoria (AV) has no affiliation with Private Health Insurers (PHI) therefore, we have no knowledge of a person's individual coverage through that fund. Please also be aware that when you take out ambulance cover with a private health insurance company they do not purchase ambulance coverage through us on your behalf, PHI's set their own terms and conditions of what they will and will not cover*.

Sadly, we see cases every day where members of private health funds have used the service and then found out that the fund's terms and conditions do not cover them in particular circumstances such as air ambulance transport or non-emergency transport.

AV recommends you to contact your fund and use the Ambulance Cover Checklist as a guide to determine if you have sufficient ambulance cover.

For total confidence and peace of mind that you are fully covered, it is recommended that you maintain your Ambulance Victoria Membership.

Note:

Ambulance Victoria is not 100 per cent government funded so membership fees are a vital source of funding. All membership fees are directed back into operating and improving the service as opposed to revenue obtained by your private health fund which is not forwarded to AV.

* Please be advised that Latrobe Health Services (LHS) is the only PHI that does purchase ambulance cover through AV. 

 

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Date Updated: 07/12/2022

If you would have never been a member before and would like to start a new membership, you can do so using one of the following methods:

OnlineJoin Now and make a one off payment via credit card or PayPal; or set up a direct debit (recurring payment) using your bank account or credit card. You can also download a Membership Application Form if you wish to join later.

Phone : call 1800 64 84 84 (Mon-Fri 8am-8pm & Sat 9am-5pm) and pay over the phone using your credit card or provide your bank account details.

Australia Post : Download a Membership Application Form or call 1800 64 84 84  (Mon-Fri 8am-8pm & Sat 9am-5pm) to request an application form be sent to you. Complete the application form and pay over the counter at any Australia Post branch. You can pay by cash, cheque, credit card or EFTPOS

Mail : Send your application form with cheque or money order to Ambulance Victoria PO Box 278 South Melbourne Vic 3205.

Please note: If you have previously had a membership and do not remember your log in details, or have previously been listed as a Dependant on a Family membership, you will not be able to join online and would need to use one of the other methods listed above.

 

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Date Updated: 05/12/2022

It is important that you contact Ambulance Victoria to update your Direct Debit details. If we do not have your current direct debit information, your payment may not be processed and your membership could lapse.

Update your details online now.

Alternate Methods:

Over the phone

Phone – Call 1300 366 141(Mon-Fri 8am-8pm & Sat 9am-5pm)

Post – Send in a signed request to Ambulance Victoria at PO Box 278 South Melbourne Vic 3205

 

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Date Updated: 02/12/2022

Ambulance Victoria appreciates your feedback and takes all complaints seriously. In the first instance please contact our Membership Contact Centre:

Phone – 1300 366 141 (Mon-Fri 8am-8pm & Sat 9am-5pm) or

E-mail: membership@ambulance.vic.gov.au

If you remain dissatisfied, AV’s detailed complaints procedure can be accessed through this link:

Complaints Process

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Date Updated: 03/05/2022

We understand the death of a family member or friend is a difficult time. We want to make it as easy as possible to help you or your solicitor manage your loved one’s ambulance membership.

There may be some legal processes we need to follow as Membership is considered a financial transaction.

Please choose which action you would like to take and follow the steps below:

  • If you just want to tell us, please go to step one (1) OR
  • If you would like to transfer the membership into your name or close the existing membership, go to step two (2), OR
  • To request a refund or update any details as an authorised third party you will need to follow steps 1-4. Documentation needs to be provided before we can action any requests. 

1. Notify us

You can notify Ambulance Victoria (AV) either verbally, in writing or via email and we will advise you of the next steps.

At this stage we will add a note to the membership only. The membership will continue to run as normal (renewal notices will be sent) until it eventually resigns due to non-payment.

If you wish to close the membership and/or request a refund, we will require further documentation as stated below.

2. Transfer the membership into an existing dependant’s name or close the membership

To make changes to the membership where the primary member has passed away, we will need:

  • Legal evidence of death such as a copy of the Death Certificate or a Statutory Declaration
  • Three points of ID for the deceased member (such as name, address and date of birth)
  • Your contact information

If you are the dependant adult listed on the membership

We will just need the above documents and your request to change the membership into your name. The new membership start date will be from the day after the death of the primary member.

To close the membership

To close the membership (which will cease all future communication such as renewals and cancel any direct debit arrangements) we need all of the information stated above.

3. Request a refund or requests from a Third party

As well as the above documents, we will need a copy of legal documents showing you have the authority to act on behalf of the member. This will allow us to process a refund of the remaining balance. Legal documents could be:

  • Financial Power of Attorney
  • Guardianship order
  • Trustee
  • Administratorship
  • Legal Representative
  • Executor of the Estate that shows you are acting on behalf of the deceased member
  • Will
  • Letters of Administration issued by the Supreme Court
  • Statutory Declaration (for estates under $10,000)

Please note:

  • Refunds are calculated from the date of death for a current membership only.
  • No refund is available for prior years/periods of cover.
  • Refunds are issued by cheque and made payable “To the Estate of” OR the Legal Personal Representative (LPR).
  • The LPR is legally authorised to represent the deceased and their estate.  For us to write the cheque in the name of the LPR instead of ‘To the Estate of’ we will need verification that the person is indeed entitled to the funds.  This can be in the form of a notarised letter stating the same, or a certified copy of the letter by a person authorised to certify ie. pharmacist, bank manager etc.

4. Submit these documents to us

Once you have all the information ready, please send to:

Email:    membership@ambulance.vic.gov.au
or
Mail:     PO Box 278 South Melbourne Vic 3205

What happens next?

We will process the notification depending on the type of membership that the deceased member held, and the information or evidence that has been provided.

Single Membership:
The membership will be closed and remaining funds can either be donated to AV or refunded back to the original payment source ie credit card or via a cheque to the deceased Estate or Legal Personal Representative (LPR).

Family Membership (deceased is the primary member):
The existing family membership will be closed and a new membership opened in its place, either as a single membership or a new family membership depending on the circumstances. Any remaining funds will be applied to the new membership.

Family Membership (deceased is a listed dependant):
The member will be removed as an active listed dependant.  All other details of the membership will remain unchanged unless additional changes are requested.

Contact us

We are happy to guide you through the process so please don’t hesitate to call our Membership Service Centre on 1300 366 141 with any questions.

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Date Updated: 05/12/2022

View the current membership fees

Ambulance Victoria offers ongoing membership by direct debit for a quarterly or annual term where we will automatically draw payment from you selected credit card or bank account prior to your membership due date.
You can also make a one-time payment and we will send you a renewal reminder before your membership expire
s.

 

 

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Date Updated: 07/12/2022

No, AV membership is only available for residents of Victoria and those people residing within AV’s Operation Boundaries. Each State has different ambulance cover arrangements; therefore we recommend you investigate what options each state has available to you.

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Date Updated: 18/10/2022

You are not required to present your membership card or advise of your membership number at the time of transport. Your details will be taken by the paramedics and sent through to the AV Accounts department.  If the details match what is listed on your membership, an invoice may not be issued.

You can confirm that your membership details are correct in the following ways:

Online – Confirm your details online now.

Email – Send us an email listing 3 points of ID (full name, current address including postcode and date of birth), the membership number and the details that you would like to confirm.

Phone – Phone our Membership Service Centre on 1300 366 141 (Mon-Fri 8am-8pm & Sat 9am-5pm) and speak to a consultant who can make updates to your record

 

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Date Updated: 24/11/2022

Ambulance Victoria operates within areas known as ‘Operational Boundaries’. All of Victoria and certain areas of South Australia and New South Wales are considered operational boundaries.

Persons residing in non-Victorian towns which appear on our current list below are eligible to take out Ambulance Victoria Membership.

New South Wales

 

 

South Australia

Albury

2640

 

Frances

5262

Balldale

2646

 

Mount Gambier

5290

Balranald

2715

 

Mount Gambier

5291

Barham

2732

 

Mount Gambier East

5291

Barooga

3644

 

Mount Gambier West

5291

Boeill Creek

2739

 

 

 

Bowna

2644

 

 

 

Bringenbrong

3707

 

 

 

Buronga

2739

 

 

 

Burrumbuttock

2642

 

 

 

Coomealla

2717

 

 

 

Corowa/Rennie

2646

 

 

 

Cunninyeuk

2734

 

 

 

Curlwaa

2648

 

 

 

Dareton

2717

 

 

 

Delegate

2633

 

 

 

East Albury

2640

 

 

 

Ellerslie

2648

 

 

 

Euston

2737

 

 

 

Finley

2713

 

 

 

Gerogery

2642

 

 

 

Glenroy

2640

 

 

 

Gol Gol

2738

 

 

 

Goodnight

2736

 

 

 

Greg Greg

2642

 

 

 

Indi

2642

 

 

 

Howlong

2643

 

 

 

Jindera

2642

 

 

 

Jingellic

2642

 

 

 

Khancoban

2642

 

 

 

Koraleigh

2735

 

 

 

Kyalite

2715

 

 

 

Lavington

2641

 

 

 

Lowesdale

2646

 

 

 

Mathoura

2710

 

 

 

Moama

2731

 

 

 

Monak

2738

 

 

 

Moulamein

2733

 

 

 

Mourquong

2739

 

 

 

Mulwala

2647

 

 

 

Murray Downs

2734

 

 

North Albury

2640

 

 

 

Ournie

2640

 

 

 

Pomona

2648

 

 

 

Pooncarie

2648

 

 

 

Ringwood

2646

 

 

 

Savernake

2646

 

 

 

Splitters Creek

2640

 

 

 

Springdale Heights

2641

 

 

 

South Albury

2640

 

 

 

Table Top

2640

 

 

 

Thurgoona

2640

 

 

 

Timbillica

2551

 

 

 

Tocumwal

2714

 

 

 

Tooleybuc

2736

 

 

 

Tooma

2642

 

 

 

Trentham Cliffs

2738

 

 

 

Tullakool

2732

 

 

 

Wakool

2710

 

 

 

Walla Walla

2659

 

 

 

Welaregang

2642

 

 

 

Wentworth

2648

 

 

 

West Albury

2640

 

 

 

Wymah

2640

 
    Read More
    Date Updated: 28/11/2022

    If you join over the phone as a new member, you will receive a verbal receipt once the transaction is completed.

    Your payment however, can take up to three days to come out of your account depending on how you have paid (for example, direct debit from your bank account). 

    You can also ask the consultant to send a receipt to your postal address.

    Please note: You may add an email address at any time to your membership record and this will allow AV to email your renewal and give you access to your online account where you can view correspondence or make changes to your personal details.

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    Date Updated: 23/11/2022

    A refund of the unused portion of a Membership is available upon written request. Refund amounts will be calculated on a pro-rata basis from the date the request is received in writing and where possible, will be refunded back to the source the payment was made from. Refunds will not be issued to a non-Australian bank account.

    Refunds will not be provided for the used (i.e. past) portion of a Membership, or for prior Membership Periods.

    An administration fee of $12.50 will apply to all refunds unless waived by AV:

    • If a member has made a duplicate payment a refund for the full amount of the current membership period will be provided to the member on written request. Ambulance Victoria may waive the administration fee in these circumstances. If a refund is not requested by the member in writing, Ambulance Victoria will extend the membership period in accordance with the amounts paid.

    • Waiving of the administration fee is at the discretion of Ambulance Victoria.

    • If a member dies, the unused portion of the membership may be refunded to the estate of the deceased member at the request of an authorised representative of the deceased member. Ambulance Victoria will refund back to the date stated on the official documentation, where possible and provided this date is within the current membership period. See here for more information.

    Note:  If the application of the $12.50 administration fee results in a zero or negative balance, no refund is payable on the remaining unused portion of your membership.

    To ensure a complete understanding of the refund policy, please refer to the AV Business Rules for the full terms and conditions.

     

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    Date Updated: 07/12/2022

    No, as you are no longer studying full time, you will need to purchase your own membership -  Join Now .

    Note:  Those dependants (aged 17 up to 25)  awaiting placement  at tertiary institutions will be covered by their parent/guardian's membership up to 31 March of that year.

    Dependants who have chosen to not continue in further education will be required to purchase their own membership from the last day of full time school attended.

    Please note: If you have already been listed as a Dependant on a Family membership, you will not be able to join online and would need to use another method listed (refer to “How can I join Ambulance Victoria membership?” FAQ).


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    Date Updated: 06/12/2022

    You are able to obtain your membership number using one of the following methods:

    • SMSReceive your number via SMS. Enter your First name, last name, date of Birth and mobile number (the mobile number used must be listed on the membership), hit the "Send SMS" button and we will SMS your membership number.

      Email- Send us an email listing 3 points of ID (full name, current address including postcode and date of birth), and ask request your membership number.

      Phone - Call our Membership Service Centre on 1300 366 141 (Mon-Fri 8am-8pm & Sat 9am-5pm) and speak to a consultant.

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    Date Updated: 07/07/2022

    To consolidate two existing memberships, AV requires permission from both parties. This can be done using one of the following:

    Email:  Both parties will need to send an email to membership@ambulance.vic.gov.au noting member number and 3 points of ID (full name. current address including postcode and date of birth).  Please ensure that you nominate who you choose to be the Main Member .

    Phone:  1300 366 141   (Mon-Fri 8am-8pm & Sat 9am-5pm) – both of you must be present to authorise this over the phone

    Post:   In writing and signed by both parties to PO Box 278 South Melbourne, VIC 3105. Any credit due will be added to the combined membership. Please ensure you nominate who you choose to be the main member.

     

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    Date Updated: 07/12/2022

    It is important to ensure that your membership is current and details are up to date. If we do not have your current contact details on file, you may not receive important information from us and your membership could lapse.  

    You can check and make changes to your membership details in the following ways:

    1. Online  - Update your details online now.

    2. Email  - Send an email listing 3 points of ID (full name, current address including postcode and date of birth), the membership number and the details that you would like to update

    3. Phone  - 1300 366 141 (Mon-Fri 8am-8pm & Sat 9am-5pm) – the main member must call to make these changes.

    4. Post  - Send your signed request to Ambulance Victoria at PO Box 278 South Melbourne Vic 3205.

    Please note: Only the Primary Member or Dependant partner listed on the membership can make these changes.(Dependants cannot resign the membership or remove the Main member). Personal details cannot be updated by an unrelated third party without express permission from the primary member. The primary member can nominate a third party to act on their behalf by providing verbal or written permission.

     

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    Date Updated: 16/11/2022

    No. Payments can take up to three business days to be applied to your membership when using a third party channel such as BPAY®. Funds are then applied effective to the date that they were paid, once received by Ambulance Victoria (AV).

    BPAY® is a third party bill payment processing system, for which we do not set the Terms and Conditions for.

    Please Note:

    • If you have made a payment close to your due date, you may still receive overdue communication from AV. Please disregard if you have been notified that your payment was successful (you should have received a receipt number). 

    • Weekend days and public holidays will also affect processing times for payments & can cause further delays.

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    Date Updated: 01/11/2022

    Ambulance Victoria (AV) creates a membership in your name and includes family members where we have been instructed by Latrobe Health Services (LHS).   

    If you have provided an email address to LHS, you will receive a welcome email from AV once the membership has been set up.  After which, you will also be able to go online and log into your membership account to check the details. 

    If you have not provided an email address, you will be able to request your membership number via SMS if you need it. Click here for instructions on how to do this. 

    How to Make Changes

    You should contact Latrobe Health Services to make changes to your policy, for example adding a dependant child or updating an address:

    Phone 1300 362 144

    Email   info@lhs.com.au

    To be able to check your AV membership details on our website, you will have to have an email address listed on your account. Without an email address, you can contact the AV Membership Call centre on 1300 366 141.
     

    Special Conditions for LHS Members

    Dependant children listed on an AV membership purchased through Latrobe Health are covered for ambulance cover up to the age of 25. 

    A Dependant child is a child that is single and fully dependent on the Primary member or their listed partner.

    All other conditions are the same as the AV Business Rules which can be found here.

     

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    Date Updated: 04/04/2022

    If you purchase a Family Membership, you, your partner and dependant children under the age of 17 (and living under the same roof) will be covered.

    Please make sure you list all of the family members you want covered to ensure they receive member benefits.

    If you have children aged over 17 and under 25, they too are covered as long as they are studying full time.

    Further information can be found at the below FAQ’s
     
    What is considered full time study for the purpose of eligible dependant students?

    What happens when you are no longer considered a dependant?

    Students who use transport will be required to show evidence of full time study for the invoice to be settled.

    Please note - Apprenticeships are not considered full time study in accordance with the Business Rules and a new membership must be purchased if cover is required. Qualifying periods may apply.

    Read More
    Date Updated: 08/12/2022

    Types

    There are 2 types:

    • Single, for 1 person
    • Family, for you, your partner and/or children under the age of 17 (and living under the same roof) or full time students under 25.

    What you get

    In Victoria, you'll get:

    • Emergency road transport by us.
    • Emergency air transport by us.
    • Treatment when you dont need moving.
    • Clinically Necessary Non-Emergency transport by us or our partners.

    In other states, you'll get:

    • Emergency road transport by their states service.
    • Emergency air transport by their states service.
    • Treatment when you dont need moving.
    • Clinically Necessary Non-Emergency transport to the nearest medical place, if we tell their state service they can do it.
    Read More
    Date Updated: 01/12/2022

    Call:       1300 366 141

    Mon-Fri: 8am-8pm 
    Sat:        9am-5pm

    Email:    membership@ambulance.vic.gov.au

    Read More
    Date Updated: 08/12/2022

    If your child is listed on a current family membership, and the child meets the requirements to be considered an eligible dependant under the AV Membership Business Rules it does not matter which state they are undertaking full time study.

    They will be covered under this family membership although the Accounts Department will require evidence of full time study if a transport occurs.

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    Date Updated: 26/09/2022

    To become an AV member you must be an Australian citizen or have been granted permanent or temporary resident status. You must also reside within our Operational Boundaries.

    Please refer to Membership Scheme Business Rules for further definitions. Join Now if you meet the conditions of membership.

     

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    Date Updated: 27/11/2022

    Declined one off payments:

    If you make a payment online or over the phone, you will get an immediate response if the payment fails. You will not receive a separate notification of failed payment.

    To ensure your membership is valid, you will need to make a successful payment within 14 days (cover for ambulance services used within this time will not be considered unless membership has been paid and is within the AV Business Rules). 

    Declined Direct Debit (recurring) payments:

    If you have set up a recurring payment taken from a bank account or credit card, it can take up to three business days to receive a response if the payment has failed. So you will not receive an immediate response. AV will attempt to contact you to advise that payment declined. 

    To ensure your membership is valid, you will need to make a successful payment within 14 days (cover for ambulance services used within this time will not be considered unless membership has been paid and is within the AV Business Rules). 

    Missing payments:

    If you have had a payment taken from your bank account or credit card and AV have not received it, please provide AV with evidence of payment (copy of bank account or credit card statement, receipt number) and we will investigate further. If located, AV will apply it to your membership so that it is active.

    If you are having any issues with payments or have any queries please contact AV Membership:

    Phone 1300 366 141

    Email membership@ambulance.vic.gov.au (please provide 3 points of ID on your email, such as full name, date of birth, and address including post code, so we can provide an immediate answer to your query) 

     

    Read More
    Date Updated: 10/10/2022

    Ambulance Victoria Membership cover gives you protection against the cost of world class emergency treatment and transport services delivered by highly skilled and dedicated paramedics, aided by state-of-the-art equipment and resources. Specifically it includes:

    • Emergency road ambulance transport

    • MICA (Mobile Intensive Care  Ambulance) attendance and treatment

    • Emergency air ambulance and clinically necessary non-emergency air ambulance

    • Ambulance treatment when transport is not required

    • The same level of cover for ambulance treatment and transport services provided interstate as are covered back in Victoria*

    • Clinically necessary non-emergency patient transport. more info

    NOTE:

    *Ambulance transport back to Victoria must be clinically necessary and approved in advance by Ambulance Victoria.

    A 14-day qualifying period exists for emergency transport resulting from a pre-existing medical condition and all non-emergency transport for new and reinstated members.

    Clinically necessary - There must be a medical requirement for the transport and it must be medically authorised by an appropriate health professional and approved by AV

    Subject to Membership Scheme Business Rules


    What is NOT covered

    + Transport fees are not covered by membership where a third party is responsible for payment, as per the Department of Health Guidelines Ambulance Payment Guidelines.

     

    Read More
    Date Updated: 06/12/2022

    If you are treated or transported by ambulance as the result of an incident at work, you cannot claim the cost of ambulance treatment or transport under your AV membership in the first instance. You are required to submit a claim through Workcover to cover the cost of the invoice/s. If your claim is rejected by Workcover, you can then claim the cost of the invoice through your AV membership. Proof of the claim refusal is required. To do this, go to the AV website and complete the online form. You will be able to provide your membership number on this form. If you prefer to speak with someone, please contact the Accounts Receivable Department on 1800 990 029.

    Read More
    Date Updated: 07/06/2022

    If you are treated or transported by ambulance after a car accident, you cannot claim the cost of the ambulance treatment or transport under your AV membership in the first instance. You must lodge a claim via the Transport Accident Commission (TAC) prior to claiming the cost of the invoice under your AV membership. If your claim is rejected by the TAC, you can then claim the cost of the invoice through your AV membership. Proof of the claim refusal is required. To do this, go to the AV website and complete the online form. You can provide your membership number using this form. If you prefer to speak with someone, please contact the Accounts Receivable Department on 1800 990 029.

    Read More
    Date Updated: 23/11/2022

    Being a member does not mean you will automatically be sent an ambulance when you call Triple Zero (000).

    Click here to learn more about what happens in an emergency and how Ambulance Victoria responds when you call Triple Zero (000).

     

    Read More
    Date Updated: 16/11/2020

    Membership is not a prerequisite for receiving ambulance transport or services.

    At the time of transport, paramedics will collect your personal information and send it through to the AV Accounts department. If the details match what is listed on your active membership, an invoice may not be issued. There is no excess to be paid or forms to complete.

    If you do not have an active membership however, you will receive an invoice for payment. The current fees charged for Ambulance Victoria services can be found here

    Ambulance Victoria members (including dependants listed on a Family membership) are not required to provide any membership information at the time of transport. 

    Ambulance Victoria Invoices
    If you do receive a transport invoice from Ambulance Victoria you should go to the AV website in the first instance and complete the online form. You can provide your membership number or Student ID (if applicable) using this form. Click here to request your membership number via SMS. If you prefer to speak to someone please contact the Accounts Receivable Department on 1800 990 029.

    Interstate Invoices
    If you do receive a transport invoice from an Interstate service please write your membership number and Student ID (if applicable) on the invoice and mail it to: Ambulance Victoria Accounts Receivable Department, Locked Bag 9000, Ballarat, Vic 3354.

    If you are uncertain whether you are required to pay an invoice please refer to the website or call the Accounts Department on 1800 990 029.

     

    Read More
    Date Updated: 07/12/2022

    If you no longer meet the criteria to be considered a dependant on a family membership then you are not protected against the potentially high costs of ambulance treatment and transport.

    Please refer to AV Business Rules for the full definition of who can be considered a Dependant.

    Providing the dependant takes out a single membership within 30 days of no longer being eligible under the family membership, they will be entitled to full benefits immediately and the 14 day qualifying period will be waived. Join Now.

    Notes:

    1. Dependants must be listed on a Family membership to receive member benefits

    2. Those dependants awaiting placement at tertiary institutions will continue to be covered under their parents/guardian's Membership up to 31 March of the year for which they have applied for placement.

    3. Where a dependant student aged 17 to 24 years old requires transport by ambulance, an invoice may be issued and proof of full time student status will be required for invoice settlement

     

    Read More
    Date Updated: 05/12/2022

    You can access Ambulance Victoria's Privacy Policy here

    Read More
    Date Updated: 28/11/2022

    Please be advised that we have recently changed this definition in line with the Centrelink definition.

    You’re studying full time if you’re doing 75% or more of your course’s full time study load. We work this out this using one of the following:

    • your Equivalent Full Time Study Load (EFTSL)
    • your credit points
    • the number of hours you study. 

    Example 1 – you’re studying a course based on EFTSL

    Your university works out your study load using EFTSL. You can do up to 8 subjects per year, and the EFTSL weighting for each subject is the same.

    Total EFTSLCourse length Full time study load75% study load
    1.0 per year or 0.5 per semester1 year8 subjects worth 0.125
    EFTSL each
    8 x 0.125 = 1.0
    6 x 0.125 = 0.75 over the year  0.375 in each semester

    In this example, 3 subjects in semester 1 and semester 2 equals 0.375 EFTSL for each semester. If you’re doing less than this in either semester, you’re considered part time.  

    Example 2 – you’re studying a course based on credit points

    The place you’re studying at says the total number of credit points for your course is 24 per semester. In this example, you’re studying 3 subjects worth 6 credit points each.

    Total credit pointsCourse lengthFull time study load75% study load
    24 per semester3 years4 subjects worth 6 credit points each
    4 x 6 = 24
    24 x 0.75 = 18 credit points per semester

    In this example the 75% study load is 18 credit points per semester. Because you’re completing 18 credit points, you are considered full time. If you’re doing less than this, you are considered part time.

    Example 3 – you’re studying a course based on hours

    The place you’re studying at says your course is 200 hours in total and the course length is 10 weeks.

    Total hoursCourse lengthFull time study load75% study load
    20 hours10 weeks20 hours per week
    200 ÷ 10 weeks = 20 hours per week
    15 hours per week
    200 hours x 0.75 = 150 hours
    150 hours ÷ 10 weeks 

    In this example, if you’re doing at least 15 hours per week you are full time. If you’re doing less than this, you are considered part time.

     

    Important notes:

    • If you are not eligible under the Family membership, a new membership must be purchased to be covered and qualifying periods may apply.
    • Apprenticeships are not considered full time study.
    • When leaving high school and awaiting placement at a tertiary institution, AV may allow you to stay covered under the Family membership until 31st March the year after your high school study is completed, or until you tell us that you do not intend to study, whichever is the sooner.
    • For short courses, such as example 3 above, you are no longer considered a Full-time student at the end of the course. You should consider you cover options for periods between different courses.  AV will allow 30 days from the end of your short course to either start a new Full-time study course, or purchase a single membership.

     

    Read More
    Date Updated: 07/12/2022

    Ambulance Victoria Membership gives you protection against the cost of emergency treatment and transport services to the nearest most appropriate medical facility. 

    Your membership won’t pay for:

    • Any cases before 5pm the day after you join.

    • Any cases for the first 14 days of your membership where treatment or transport is due to any conditions you had before you joined.

    • Any cases for the first 14 days of your membership of pre-booked, non-emergency transport.

    • Transport that’s not to the nearest medical facility that can treat you, as we decide.

    • Transport to other health services we don’t think you clinically need, for example if you want to move to another facility to be closer to family or to attend your preferred doctor.

    • Transport from hospital or other health services back to Victoria after treatment.

    • Services used where there was a road or workplace incident, unless TAC or Workcover have rejected a claim.

    • Services where a third party is responsible for payment, as described in the Ambulance services payment guidelines.

    • Services by a non-registered state ambulance provider.

    • Emergency services not as a result of a Triple Zero (000) call


    Subject to Membership Scheme Business Rules

    Read More
    Date Updated: 24/11/2022

    The summarised process

    The Membership Fee will be deducted from your nominated financial account by AV in the following manner:

    a) Initially draw the relevant Membership Fee within five (5) business days of receiving your agreement; and
    b) Thereafter, deduct the Membership Fee within two (2) business days of the anniversary of your Membership.

    The following provisions relate to processing direct debit arrangements:

    a) If sufficient funds are not available in your nominated financial account at the time of processing a payment then a dishonour fee may apply;
    b) If you wish to change details of your nominated financial account then you must provide AV with the details at least 5 business days prior to the next payment;
    c) Details of your nominated financial account will be kept private and confidential and AV will only use the details for processing payment or is otherwise required by law;
    d) If you wish to terminate the direct debit agreement then you must notify AV and your nominated financial institution;
    e) AV reserves the right to cancel or terminate a direct debit arrangement if payments are dishonoured and where an alternative payment method cannot be facilitated. Under these circumstances this may result in your Membership being terminated.

    Our Direct Debit Request Service Agreement

    This is your Direct Debit Service Agreement with Ambulance Victoria, ABN 50 373 327 705. It explains what your obligations are when undertaking a Direct Debit arrangement with us. It also details what our obligations are to you as your Direct Debit provider. 

    Please take a record of this agreement for future reference. It forms part of the terms and conditions of your Direct Debit Request (DDR) and should be read in conjunction with your DDR authorisation. 


    Definitions
     

    Account means the account held at your financial institution from which we are authorised to arrange for funds to be debited.
    Agreement means this Direct Debit Request Service Agreement between you and us.
    banking day means a day other than a Saturday or Sunday or a public holiday listed throughout Australia.
    debit day means the day the payment by you to us is due.
    debit payment means a particular transaction where a debit is made.
    direct debit request means the Direct Debit Request between us and you.
    us or we means Ambulance Victoria, (the Debit User) you have authorised by requesting a Direct Debit Request.
    You means the customer who has signed or authorised by other means the Direct Debit Request.
    Your financial institution means the financial institution nominated by you on the DDR at which the account is maintained.

     

    1. Debiting your account 

    1.1 By signing a Direct Debit Request or by providing us with a valid instruction, you have authorised us to arrange for funds to be debited from your account. You should refer to the Direct Debit Request and this agreement for the terms of the arrangement between us and you. 

    1.2 We will only arrange for funds to be debited from your account as authorised in the Direct Debit Request. or
          We will only arrange for funds to be debited from your account if we have sent to the address nominated by you in the Direct Debit Request, a billing advice which specifies the amount payable by you to us and when it is due. 
    1.3. If the debit day falls on a day that is not a banking day, we may direct your financial institution to debit your account on the following banking day. If you are unsure about which day your account has or will be debited you should ask your financial institution. 

    2. Amendments by us  

    2.1. We may vary any details of this agreement or a Direct Debit Request at any time by giving you at least fourteen (14) days written notice. 

    3. Amendments by you

    3.1. You may change*, stop or defer a debit payment, or terminate this agreement by providing us with at least 14 days notification:
           Via email at membership@ambulance.vic.gov.au
    Or
            by telephoning us on 1300 366 141 during business hours; 
    Or in writing to: 

    Ambulance Victoria Membership, PO BOX 2000, Doncaster Vic 3108
    Or
    arranging it through your own financial institution, which is required to act promptly on your instructions.
     *Note: in relation to the above reference to ‘change’, your financial institution may ‘change’ your debit payment only to the extent of advising us, Ambulance Victoria of your new account details. 

    4. Your obligations

    4.1. It is your responsibility to ensure that there are sufficient clear funds available in your account to allow a debit payment to be made in accordance with the Direct Debit Request. 
    4.2. If there are insufficient clear funds in your account to meet a debit payment:

    a. you may be charged a fee and/or interest by your financial institution; 
    b. you may also incur fees or charges imposed or incurred by us; and 
    c. you must arrange for the debit payment to be made by another method or arrange for sufficient clear funds to be in your account by an agreed time so that we can process the debit payment. 

    5. Dispute 

    5.1. If you believe that there has been an error in debiting your account, you should notify us directly on 1300 366 141 and confirm that notice in writing or via email with us as soon as possible so that we can resolve your query more quickly. Alternatively you can take it up directly with your financial institution. 
    5.2. If we conclude as a result of our investigations that your account has been incorrectly debited we will respond to your query by arranging for your financial institution to adjust your account (including interest and charges) accordingly. We will also notify you in writing of the amount by which your account has been adjusted. 
    5.3. If we conclude as a result of our investigations that your account has not been incorrectly debited we will respond to your query by providing you with reasons and any evidence for this finding in writing. 

    6. Accounts

    6.1. You should check:

    a. with your financial institution whether direct debiting is available from your account as direct debiting is not available on all accounts offered by financial institutions. 
    b. your account details which you have provided to us are correct by checking them against a recent account statement; and 
    c. with your financial institution before completing the Direct Debit Request if you have any queries about how to complete the Direct Debit Request. 

    7. Confidentiality

    7.1. We will keep any information (including your account details) in your Direct Debit Request confidential. We will make reasonable efforts to keep any such information that we have about you secure and to ensure that any of our employees or agents who have access to information about you do not make any unauthorised use, modification, reproduction or disclosure of that information. 
    7.2. We will only disclose information that we have about you: 

    a. to the extent specifically required by law; or 
    b. for the purposes of this agreement (including disclosing information in connection with any query or claim). 

    8. Notice 

    8.1. If you wish to notify us in writing about anything relating to this agreement, you can do so;

    Via email at membership@ambulance.vic.gov.au
    or via post to:
    Ambulance Victoria Membership
    PO BOX 2000
    Doncaster Vic 3108

    8.2. We will notify you by sending a notice either back to the email address or in the ordinary post to the address you have given us in the Direct Debit Request. 
    8.3. Any notice will be deemed to have been received on the third banking day after posting. 

     

    Read More
    Date Updated: 23/11/2022

    If you're a member, you won't get:

    • Services we don’t think you clinically need.
    • Transport that’s not to the nearest medical place that can treat you, as we decide.
    • Transport to other services we don’t think you clinically need, like if you want to move to another place to be closer to family.
    • Non-emergency cases where we haven’t made you an active member yet.
    • Emergency cases when you’re not an active member yet but you have a problem with your health you knew about already
    • Services used before 5pm the day after we receive your payment
    • Services that the Transport Accident Commission (TAC) or WorkCover are in charge of, unless they have rejected a claim
    • Transport paid for by us where a third party is in charge of payment, as said in the ambulance payment guidelines.
    • Services performed by a non-registered provider.
    Read More
    Date Updated: 06/12/2022

     

    • Benefits commence at 5pm the day after we receive your membership fee.
    • There is a 14 day qualifying period for all new/reinstated members who require non-emergency transport or emergency transport due to a pre-existing condition.
    • Membership does not mean you will receive special treatment if you need an ambulance.
    • Membership does not mean you will automatically be sent an ambulance when you call Triple Zero (000).
    • You can cancel your membership anytime.
    • If you ask for a refund there is an administration fee.
    • If you have Private Health Insurance you will need to check how much ambulance cover is provided if any.
    • Pensioner Concession and Health Care cardholders may be entitled to free ambulance cover under certain circumstances. Go to health.vic.gov.au to find out more.
    • The AV Membership Business Rules outline the full terms and conditions of cover.
    Read More
    Date Updated: 22/11/2022

    You can find the current version here

    Scroll down to Cover Terms and Conditions to open the pdf.

     

    Read More
    Date Updated: 08/12/2022

    You can be a member if you're an:

    • Australian Citizen or have been granted permanent / temporary resident status who lives in Victoria.
    • Australian Citizen or have been granted permanent / temporary resident status who lives in an area we cover outside Victoria.
    • Approved Department of Home Affairs person who lives in Victoria.
    Read More
    Date Updated: 28/11/2022

    Membership cards are not required at the time of transport. 

    We decided to stop producing membership cards as a way to reduce the environmental impact and costs, without impacting the service to our members.  The money saved supports operational activities such as paramedic development and training and new and improved equipment/vehicles. 

    You can request your membership number when required in the following ways:

    By SMS Receive your number via SMS  and save this for when you need to fill out forms or provide your member number.  Just enter your first name, last name, Date of Birth and mobile number (the mobile number used must be listed on the membership), hit the "Send SMS" button and we will SMS your membership number.

    By Email - Send us an email listing 3 points of ID (full name, current address including postcode and date of birth), and ask request your membership number. We will reply within 2 business days via email.

    Over the phone  - Call our Membership Service Centre on 1300 366 141 (Mon-Fri 8am-8pm & Sat 9am-5pm) and speak to a consultant.

    Please note: having a membership card does not necessarily mean you have an active membership. It is your responsibility to know when your membership is due. You can check online or contact the call centre if you are not sure. AV will attempt to notify you up to 30 days before your due date.

     

    Read More
    Date Updated: 06/12/2022

    The request for ID such as name, address and date of birth is to determine the identity of the person communicating with Ambulance Victoria (AV). It is requested to make sure changes are made by the authorised party and in the correct manner.

    All members must adhere to a three point identification check in order to make changes or access information on a Membership.

    Ambulance Victoria respects the privacy of all members and provides security around the information that is provided by our members. Members information is gathered and stored in alignment with the AV Privacy Policy and AV Membership Business Rules.

    Read More
    Date Updated: 22/11/2022

    In moving to an annual subscription model, we are ensuring that all members have the same product.

    • The three-year and five-year memberships have offered no additional benefit to members once the discount was removed  in 2011.
    • The savings or benefits from administering multiple membership periods can now go towards providing world-class health care.
    • To ensure members can manage their membership with ease, we still offer an annual (or quarterly) recurring direct debit, where your membership will automatically renew each year until you cancel the agreement, or payment fails.
    Read More
    Date Updated: 24/11/2022

    In line with our environmental policy and to reduce our carbon footprint, receipts are not automatically issued when a payment is made.

    If you join or renew online, you will be able to print a receipt at time of payment. 

    Receipts are also available after you login to your Membership Dashboard from the “My Communications” section – you can view, print or send yourself a copy.

    We also provide you the option to have the latest receipt sent to you via our automated phone menu system, or for more complex requests, just ask one of our friendly operators using the Live Chat system or calling the Membership Service Centre on 1300 366 141 (Mon-Fri 8am-8pm & Sat 9am-5pm). You can also send us an email and we will respond within one business day.

     

    Read More
    Date Updated: 16/11/2022

    If you join online, and provide an email address, you will receive a welcome email with your membership details listed.

    You will also receive a welcome email if you provide an email address upon joining over the phone.

    If you are unable to provide an email address, you can request a copy of your receipt to be mailed to your address listed on the membership.

    Please note: The welcome email confirms details of the chosen membership.  If payments are declined, unsuccessful or not made, the membership becomes invalid and will not cover transport invoices, unless the payment issue is rectified within the stated timeframes.   See here for more detail on payment issues.

     

    Read More
    Date Updated: 22/06/2022

    We are working closely with the Department of Health (DH) and Emergency Management Victoria (EMV) to ensure we have the resources in place to manage the evolving coronavirus (COVID-19) situation.

    If you have an emergency and you need an ambulance, you will get one. Every call to Triple Zero (000) is carefully assessed to ensure we understand the patient’s requirements and to ensure they get the care they need. 

    Less urgent calls go to our Referral Service for more detailed assessment to match callers to the service that best suits their needs. We may direct our callers to alternative care in some of these cases.

    As always, it is important to save Triple Zero (000) for emergencies only. 


    Anyone who thinks they have COVID-19 should contact the Coronavirus Hotline on 1800 675 398. 


    The Nurse-On-Call Hotline is also available 24/7 on 1300 60 60 24 for general health advice or to discuss other health conditions.


    You can find further information, updates and advice on COVID-19 here

     

    Read More
    Date Updated: 21/07/2022