Declined one off payments:

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

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

Declined Direct Debit (recurring) payments:

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

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

Missing payments:

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

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

• Phone 1300 366 141
• Email membership@ambulance.vic.gov.au (please provide 3 points of ID on your email, such as full name, date of birth, and address including post code, so we can provide an immediate answer to your query)