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. This includes dependent children listed on the card. It does not include spouses.

• A current Health Care Card holder and their dependents including spouses listed on the card. This 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. This does not include 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.

• Asylum seekers who are clients of one of the 16 nominated agencies for asylum seeker support. Please refer to Ambulance Transport Payment Guidelines for more information.

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 to pass this cost onto the patient.

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

• 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 such as:

  • 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

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.

Please refer to the Ambulance Transport Payment Guidelines and Membership Scheme Business Rules for more information.

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).

Ambulance Victoria is continuously reviewing technology and solutions to ensure your personal and payment information is securely managed, and protected.  

In 2023, we upgraded the telephony software to enable safer gathering of your credit card details, where you will now key in your details directly to our payment platform via your keypad/touch tone phone, ensuring that our agents no longer have access to these details.

Members can still 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 (please provide 3 points of ID - full name, date of birth and address including postcode).

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. 

Membership benefits commence 5pm the day after payment is received by Ambulance Victoria for new and re-instated members. After that, a fourteen (14) day Qualifying Period commences where members do not receive 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:

• For children who qualify as a dependant when added to an existing Family Membership which has already served the Qualifying Period.
   
• 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 the membership will commence from the date the concession benefits ceased (proof of this date will be required).
   
• 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:  See Membership Scheme Business Rules for more information.

Emergency Air ambulance is included in your membership cover; however, cover for transport must still be with consideration to the Membership Scheme Business Rules.

Non-Emergency Air Services are required to have pre-approval by AV before booking the service in order for membership to consider covering the costs.

If air transport services have already occurred, the circumstances may be reviewed by AV, with a decision made in regard to who is responsible for the invoice.

We need to know:
• What has happened
• Why the transport is required
• Where the transport occurred (from and to)
•  Who performed the transport

In all cases:
• Transport must be to the nearest medical facility that can help the patient; and
• The transport needs to be Clinically Necessary and Medically authorised.

Please note:
Clinically Necessary means the patient or the Member require active clinical monitoring/care or clinical supervision during transport that is provided by a paramedic, health professional or qualified patient transport officer or attendant. Authorisation must be provided by a Health Professional who can make an informed decision about whether there is a genuine clinical need for a patient to be transported by ambulance instead of any other way.

Restrictions:
Members are generally covered for emergency ambulance services Australia Wide however, there are some restrictions. Restrictions or exclusions can include:

• Privately booked transports, where the member or their representative booked with the transport directly with a provider.
• Repatriation to Victoria. In most cases the patient can be treated in the State where they are currently receiving treatment, and transport back to Victoria would not generally be covered.  
• Transport home upon discharge from hospital. If the member has been discharged, they are generally well enough to go home by other means and do not need paramedic assistance.  If they still require paramedic assistance to get home, they can obtain a quote to pay. If they are not well enough to get home at this stage, they will have to look at accommodation where they are until they are well enough.
• Search and Rescue services are not generally covered, such as evacuation from remote locations. (Unless this is specifically performed as part of an emergency service by a state’s registered Ambulance service).

Scenario 1:
My mother needed brain surgery and the only doctor that would do it is in Sydney, so we flew up for treatment.  We want to bring her back to Victoria to recover at Cabrini Private.  Can membership pay for this?

No. Your mother would have to recover in Sydney at the nearest most appropriate facility that can treat her condition.  AV does not repatriate members so they can be treated at a preferred hospital or to be closer to home.

Scenario 2:
I was on holiday and had an accident.  I am in hospital in Corowa NSW and need to go to the Hospital in Mornington VIC for specialist treatment?

Possibly. Your AV membership covers Clinically Necessary, transport to the nearest and most appropriate medical facility that can treat that condition (provided no waiting periods are in place).  If the nearest hospital that can treat that condition is in Victoria, then AV membership may cover the costs.

Whilst it is unlikely that the nearest facility that can treat you is interstate from your location, some specialist hospitals located in Victoria may be the most appropriate medical facility that can treat your condition.

Written authorisation must be provided by the doctor stating that there is a genuine clinical need for a patient to be transported by ambulance instead of any other way and, that the nearest medical facility that can treat the patient is in Victoria.   

Approval from Head Office is required before AV will cover the costs.  AV may seek a second medical opinion.

Scenario 3: 
I have cancer and went on holiday to Queensland.  I’m now in hospital and want to come back to Monash in Melbourne as my oncologist says he can treat me. Can my Membership pay for this?

No. Whilst this is an unfortunate situation, AV membership does not cover repatriation from interstate for social or convenience reasons, such as being treated at your preferred hospital or by your preferred doctor.

A quote can be obtained for the member to bear the costs if they still wish to return to Victoria.

Scenario 4: 
I was on holiday in the NT, and I broke my leg.  I am in Darwin base hospital, but I want to come back to Melbourne.  Can my AV Membership pay for the ambulance flight back to Victoria?

No. You must recover in Darwin until you are able to travel by commercial means to return to Victoria.  If the hospital that you are in cannot treat your condition you may be transported to the nearest hospital that can treat your condition (provided the transport is Clinically Necessary).

Please note:
•    Your doctor can book transport however you may be liable for the invoice should it not be approved by AV. This means you may have to pay out of your own pocket.
•    If the member is not able to be covered under their membership, they can contact that State’s Air Ambulance team for further advice about getting a quote to return to Victoria.  
 

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 that you 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 AV Membership.

Please note: AV 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.

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

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:

Phone – Call 1300 366 141 (Mon-Fri 8am-8pm & Sat 9am-5pm - please note you will be asked for three points of ID as per below - for identification purposes)

Post – Send in a signed request to Ambulance Victoria at PO Box 278 South Melbourne Vic 3205 noting your membership number, full address inc postcode and your date of birth (this is so we know we have the right person/membership)

If your name or gender has changed, please make sure you update your membership as follows:

Online

Email

Your email must include the following details:

• Your current full name
• Your current address (including postcode)
• Date of Birth
• Your membership number (if known)
• The details that you would like to update

Mail

Your letter must include the following details:

• Your current full name
• Your current address (including postcode)
• Date of Birth
• Your membership number (if known)
• The details you would like to update

Our address:
Ambulance Victoria
PO Box 278
South Melbourne Victoria 3205

Phone

• 1300 366 141

If transport is used:

If any details captured at the time of transport, do not match your membership, you may be asked to provide evidence of your identity such as: (ideally it would show your previous and current legal name). 

• Australian marriage certificate 
• Australian certificate of name change 
• Australian birth certificate 
• Statutory declaration if you cannot provide the above legal documentation

Please note: If you do not provide 3 points of ID we will be unable to process your request.

As the Primary member, you can jump online and add or remove dependants (partner/children) as long as they are living with you.  The qualifying period may apply to the people you add, as per the AV Business Rules. 

If you have a Single membership

• If the person you want to add is already listed in our system, you will not be able to add them online and you will need to call the Membership Service Centre on 1300 366 141.
• Your Single membership will change to a Family membership and your expiry date will change.
• If there are two Single memberships involved please click here for more information.

If you have a Family membership

• If the person you want to add is already listed in our system, you will not be able to add them online and you will need to call the Membership Service Centre on 1300 366 141.
• If all dependants are removed, your membership will become a Single membership.  
• We do not contact any dependants that you remove, it is recommend that you let them know they are no longer covered under your membership.

If you can't do it online, you can also request changes to your membership via our Live chat, email or phone 1300 366 141.

If you would like to cancel your membership, you can do so using one of the following methods:

Email

• Send an email. Your email must include the following details:
• Your full name
• Your current address (including postcode)
• Date of Birth
• Your membership number.
• The details that you would like to update

Call our Membership Centre

• Call 1300 366 141
• 8:00am-8:00pm, Monday to Friday
• 9:00am-5:00pm, Saturday

Mail

Your letter must include the following details:

• Your full name
• Current address (including postcode)
• Date of Birth
• Your membership number
• The details you would like to update

Our address:

Ambulance Victoria
PO Box 278
South Melbourne Victoria 3205

Please note: The membership can only be cancelled by the Primary member or a nominated third party to act on the behalf of them (AV must be provided with this authority in writing or verbally).

Information about subscription refunds:

• A refund of the unused portion of your membership is available upon request.
• Refund payments are calculated on a pro-rata basis.
• Admin fee of $12.50 applies to all refunds unless waived by AV. Click here for more information.

If you would like to contact us you can do so in the following ways:

Email    membership@ambulance.vic.gov.au

Call       1300 366 141 (Mon-Fri 8am-8pm and Sat 9am-5pm)

You can always make changes or review your membership online also.

Ambulance Victoria Membership appreciates your time and takes all feedback seriously.

In the first instance:

Pease contact our Membership Service Centre:

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

E-mail  membership@ambulance.vic.gov.au (please provide 3 points of ID such as full name, address inc postcode and date of birth)

Mail     PO Box 278 South Melbourne Vic 3205

What happens when you make a complaint:

• The complaint will be promptly acknowledged and and resolved as quickly as possible. 
• Any personal information collected in respect of a complaint will be kept in a confidential manner.
• A record of the complaint will be kept including any action taken.
• Complaints can take some time to investigate and resolve, please allow up to 20 business days for complex investigations.
• The person who has made the complaint will be informed of the progress and outcome where possible.

Guiding principles for complaint resolution:

• Membership Scheme Business Rules are always applied.
• The membership must be financial at the time of services used if the invoices incurred are to be covered.
• Whilst AV will let members know when a membership is due to expire, it is the members responsibility to ensure payment is received by AV and correct contact details are on the membership record.
• Previous years of tenure is not taken into consideration when assessing whether a member is covered for services used.
• Membership does not cover invoices due to hardship or compassionate grounds. AV have a separate process available for hardship assistance.

• Ensure evidence is preserved that may be valuable in determining the cause of the breach
• Consider developing a communications or media strategy to manage public expectations and media interest

• the type of personal information involved in the breach
• how the breach was discovered and by whom
• a list of the affected individuals, or possible affected individuals

• Inform Data Breach Response Team (DBRT) of breach and action response plan
• Determine who needs to be made aware of the breach (internally, and potentially externally) at this preliminary stage
• Determine whether to notify affected individuals
• Consider whether others should be notified, including police/law enforcement

• Fully investigate the cause of the breach
• Provide DBRT with full details of breach and actions taken.
• Update security and response plan if necessary
• Consider the option of an audit to ensure necessary outcomes are effected.

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 expires.

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.

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.

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 the list below are eligible to take out Ambulance Victoria Membership. 

Please note: AV has no obligation nor intention to add to or change the list of towns below. The list of allowed towns was formed some years ago, and whilst listed by postcode, it is the town that determines eligibility. Some towns may have the same postcode as eligible towns; however, this is not considered as being eligible to purchase AV Membership. Click here for more information.

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.

key words: confirmation, current membership, check membership

Ambulance Victoria (AV) Membership is available to purchase for people who live in Victoria and some towns along the South Australia (SA) and New South Wales (NSW) borders in accordance with approved AV operational boundaries. Click here for more information.

Please note: AV has no obligation nor intention to add to or change the list of towns that are allowed to be covered.  The list of allowed towns was formed some years ago, and whilst listed by postcode, it is the town that determines eligibility.  Some towns may have the same postcode as eligible towns; however, this is not considered as being eligible to purchase AV Membership.  

What does it mean for me if my address is not on the approved list? 

If you are not an AV member, you will have to research options for ambulance cover within your home state. 

Due to previous system constraints, you may have been allowed to purchase AV membership in the past, even if you lived in an ineligible town. Once AV identifies that you do not live in an eligible town, your membership will be resigned, and you will be eligible for a pro-rata refund of the remaining balance in line with the AV Membership Business Rules. 

What if I have used transport as an AV member and my address is not on the approved list? 

If you have used transport or approved ambulance services and it is found that your residential address is not eligible for AV cover, with consideration to the AV Membership Business Rules, the existing or previous invoices will be covered.  The membership will be cancelled from the date that ineligibility is identified. 

You may request a pro-rata refund of the remaining balance in line with the AV Membership Business Rules. 

What if my postcode/town is near an approved town? 

AV has no intention to add to or change the list of towns and postcodes that are allowed to be covered.

Whilst we understand your postcode may be near an approved town or closer to Victoria than a listed town, or has the same postcode as a town in the approved list these arrangements were part of a legacy decision made by AV many years ago.   

AV receives no funding from SA and NSW governments nor do private health services provide funding to AV. 

As each state operates ambulance cover differently you will have to research options within your home state to ensure you have cover. 

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 Ambulance Victoria Business Rules for the full terms and conditions.

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. For more information on what happens when you are no longer a dependant click here.

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?).

If you have used AV services, you will be asked to provide evidence of full time study at the time the services were used. If you cannot provide this, you will be liable for the invoice.

You can obtain your membership number using one of the following methods:

SMS

Receive your number via SMS. Follow the link and enter the following details:

• First name
• Last name
• Date of Birth and
• mobile number (the mobile number used must be listed on the membership)

Hit the "Submit " 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 request your membership number.

Call us

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

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:

Online  Update your details online now

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

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

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 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.

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.

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.

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.

An Ambulance Victoria (AV) membership provides you with ambulance cover. This protects you from the costs when you use the ambulance service.

There are two types of membership you can purchase:

• Single - this is for you only
• Family - this is for you, plus your partner and/or children under the age of 17 (and living under the same roof) or full time students under 25.

What type of cover is provided when you buy membership

In Victoria you get:

• Emergency road transport by us.
• Emergency air transport by us.
• Treatment by our paramedics.
• Clinically Necessary Non-Emergency transport by us or our partners.

If you are travelling in other states you get:

• Emergency road transport by their states service.
• Emergency air transport by their states service.
• Treatment by paramedics when you don't need moving.
• Clinically Necessary Non-Emergency transport to the nearest medical facility. AV must approve this service prior to booking.

Please refer to the AV Business Rules for more information.

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.

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.

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.

Ambulance Victoria takes seriously our commitment to providing the best care for every patient.

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.

Emergency ambulances are allocated on clinical need, with priority given to those with life-threatening conditions, requiring pre-hospital care, such as cardiac arrest, stroke and major trauma.

AV has a detailed Emergency Response Plan and escalation procedures to effectively manage surges in workload and demand, and for significant or prolonged incidents. You can read more about how we manage demand on our website. 

We remind all community members to please save Triple Zero for emergencies – this is to ensure the sickest Victorians receive life-saving care.

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.

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.

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).

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

When you use the service, paramedics will collect your personal information and send it through to the AV Accounts department. AV members (including dependants listed on a Family membership) are not required to provide any membership information at the time of transport.

The Accounts department will assess whether an invoice needs to be sent out for payment.

There are cases where an invoice is sent even when you have a paid AV membership. This may require you to contact AV to update your membership details or provide further information such as evidence of full time study before an invoice can be finalised.

Please note:
If you are travelling and use the ambulance service interstate, you will receive an invoice. 

If you have received an invoice please click here.

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.

You can access Ambulance Victoria's Privacy Policy here.

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.

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.

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.

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.

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.

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
 

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. 

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.

• Membership 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.
• Having a membership does not mean you will receive special treatment if you need an ambulance.
• Having a membership does not mean you will automatically be sent an ambulance when you call Triple Zero (000).
• You may cancel your membership at anytime. If you ask for a refund, there is an administration fee.
• If you have private health insurance, AV recommends that you contact your fund and use the Ambulance Cover Checklist as a guide to determine if you have sufficient ambulance cover.
• 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.
• There are exclusions.
• The AV Membership Business Rules outline the full terms and conditions of cover.

You can be an Ambulance Victoria 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 within our operational boundaries.
• Approved Department of Home Affairs person who lives in Victoria.

There could be a number of reasons why you were sent an invoice after you used the services. This includes:

• Details collected by paramedics don't match your current membership record
• Your membership is not current
• The person who used the service is not listed on your membership
• The person who used the service is ineligible to be covered under your membership
• AV needs evidence such as Student ID or birth certificate to finalise the invoice
• You used ambulance services in another state

If you have received an invoice and are uncertain whether you are required to pay, please refer to the website or contact the Accounts team to discuss your options.  

AV website

Enter your details online

Email

Send an email. Please include:

• Full name
• Address
• Date of birth
• Invoice number
• Date of services used
• Patient name
• Summary of query
• Copy of invoice (where interstate services used)

Call us

Please call the Accounts Department on 1800 990 029.

Interstate Invoices
If you do receive a transport invoice from an Interstate service please provide a copy to Ambulance Victoria Accounts Receivable Department via email as above or mail to Locked Bag 9000, Ballarat, Vic 3354.

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.

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.

We no longer offer three year and five-year membership subscriptions because they no longer offer additional benefits to members.

The savings from administering multiple membership periods can now go towards providing world-class health care.

We still offer once off payments for an annual membership or you can set up a direct debit from your account either:

• Once a year or
• Quarterly

Membership will automatically renew each year until you cancel the agreement or payment fails.

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.

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.