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.
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).
The Public Record Office of Victoria’s (PROV) PROS 17/02 Emergency Services Function RDA sets the minimum period that AV are required to keep member data which is seven (7) years after the last date of cover or contact with the member, whichever is later. You can review this on the PROV website.
If a member makes contact asking for their membership records to be deleted, AV’s contracted call centre staff will initially check if the membership is current and action as follows:
If the membership is current:
Add their email address to the membership
Add a note stating; ‘Member has requested their membership data be disposed of. As the membership is current no details can be deleted.’
If the membership is already lapsed/resigned:
tick do not mail, and
add their email address to the membership
Add a note stating; ‘Member has requested their membership data be disposed of. Ambulance Victoria, as a State Government entity are required to follow the Public Record Office Victoria’s disposal of data’s ‘Retention and Disposal Authorities’ and therefore are required to retain member data for a period of 7 years.’
For more information regarding data protection and what happens if there is a breach - click here For more information regarding what AV Membership does with your data - click here
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 firstname.lastname@example.org 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.
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:
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 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: 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.
1. If you require transport interstate you will receive an invoice from that interstate service for payment. You will need to go online and provide the details requested, alternatively you can write your AV membership number on the form with a contact number and/or email address and return it to Accounts Receivable Department, Ambulance Victoria, Locked Bag 9000 Ballarat Mail Centre VIC 3354. If there are any issues or queries, the Accounts team will be in touch.
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.
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, membership will not cover it.
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.
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:
Online: Join Nowand 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 Formif 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 Formor 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.
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.
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 you have changed your name, all you’ll need to do is provide one of the supporting documents listed below (ideally it would show your previous and current legal name). Once we have received this information, we will make the change to your membership.
Australian marriage certificate
Australian certificate of name change
Australian birth certificate
Statutory declaration if you cannot provide the above legal documentation
In order to update your gender, please advise us of the gender marker and title you would like listed on your membership. Your gender can be listed as Female, Male or Other.
Once you have the documents ready, you can send us these in the following ways:
Email including 3 points of ID (full name as currently listed on the membership, current address including postcode and date of birth) or
Mail to PO Box 278 South Melbourne Vic 3205, including 3 points of ID (full name as currently listed on the membership, current address including postcode and date of birth)
Please note: If you do not provide 3 points of ID we will be unable to process your request.
You can add a partner or child/children to your membership as long as they are living with you. There are some rules around how this is done and whether the qualifying period applies. Please see below:
If you have a Single membership
You can only add a dependant to your existing Single membership online if that person you are adding is not in the database already. This will update your Single membership to a Family membership therefore your membership end date will change.
If they have a current membership or have been listed on a membership already, you will need to call the Membership Service Centre on 1300 366 141 and they will action your request. If there are two Single memberships involved please click here for more information.
If you would like to cancel your membership, you can do so using one of the following methods:
Email: Send an email listing 3 points of ID (full name, current address including postcode and date of birth), the membership number and the reason why you would like to cancel.
Phone: Call 1300 366 141 (Mon-Fri 8am-8pm & Sat 9am-5pm).
Mail: Send your written request, listing 3 points of ID (full name, current address including postcode and date of birth) and the membership number to Ambulance Victoria PO Box 278 South Melbourne Vic 3205.
A refund of the unused portion of a Membership is available upon 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. An administration fee of $12.50 will apply to all refunds unless waived by AV, click here for more information. Refunds will not be issued to a non-Australian bank account.
Please note: Only the Primary Member on the membership can cancel the membership. The primary member can nominate a third party to act on their behalf by providing verbal or written permission.
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
Executor of the Estate that shows you are acting on behalf of the deceased member
Letters of Administration issued by the Supreme Court
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:
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.
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.
Your personal details are kept in our secured database. We run regular audits to ensure all information has been accessed by approved agents only and any changes made within a record are required to have an audit trail with timestamp and user log for traceability.
We actively monitor for system breeches and compromised credentials or accounts in partnership with the Australian Cyber Security Centre (ACSC). This process involves the notification of any suspected data privacy breach or credential leak.
You must create a password to access your online membership record and 3 points of ID are required when you contact the call centre. Third parties cannot access information without authorisation, verbally or in writing from the owner of the membership.
We upgraded our banking system to increase security measures when processing payments. This change has greatly increased the security and privacy of managing membership payments as we no longer hold credit card details in our database, but instead communicate directly with our banking partner to manage the payments. Credit card details are encrypted and only the last four digits of the card are visible to allow for validation and updating as required. PayPal was also introduced in 2019.
Furthermore, consultants who work out of our Membership Service Centre (located in William Street, Melbourne) are monitored at all times by team leaders and do not have access to pens or paper when taking calls. AV’s (ROD) phone system also blanks out credit card payments on recorded calls so that your payment information is not recorded.
What happens if there is a data breach?
Data breaches will be dealt with on a case by case basis, by undertaking an assessment of the risks involved and using that risk assessment to decide on an appropriate course of action. We will take action as listed in the four steps below:
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
Step 2: Evaluate the risks for individuals associated with the breach including
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
Step 3: Consider breach notification
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
Step 4: Review the incident and take action to prevent future breaches
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.
Our Incident Response Plan will be modified according to lessons learned after each data security incident, and to incorporate industry developments, so that the plan is current and capable of handling emerging threats and security trends.
For more information regarding what AV Membership does with your data - click here
For more information around deleting data - click here
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:
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.
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.
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.
You are able to obtain your membership number using one of the following methods:
SMS Receive 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.
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 email@example.com 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.
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:
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.
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:
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 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.
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).
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 firstname.lastname@example.org(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)
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
*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
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.
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.
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.
Dependants must be listed on a Family membership to receive member benefits
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.
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.
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.
Full time study load
75% study load
1.0 per year or 0.5 per semester
8 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 points
Full time study load
75% study load
24 per semester
4 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.
Full time study load
75% study load
20 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.
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.
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.
means the account held at your financial institution from which we are authorised to arrange for funds to be debited.
means this Direct Debit Request Service Agreement between you and us.
means a day other than a Saturday or Sunday or a public holiday listed throughout Australia.
means the day the payment by you to us is due.
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.
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 email@example.com 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.
5.1. 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.
6.1. 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.
7.1. 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).
8.1. If you wish to notify us in writing about anything relating to this agreement, you can do so;
Via email at firstname.lastname@example.org 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.
The Ambulance Victoria (AV) Membership Subscription Scheme collects personal information including:
Date of birth
Mobile, work and home phone numbers
Residential and postal address
Dependant details if required (full name and date of birth)
AV values its members privacy and collects this information specifically to send membership literature and communications, help with complaint resolution and to confirm if your membership is valid when you use the services. This is why it is important to keep your details up to date (this can be done online or over the phone on 1300 366 131).
For more information regarding data protection and what happens if there is a breach - click here
For more information around deleting data - click here
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 emaillisting 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.
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.
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.