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 must make a successful payment within 14 days of receiving notice of a declined payment. 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 (from a bank account or credit card) it can take up to three business days to receive a response if the payment has failed. We will attempt to contact you if the payment has been declined. 

To ensure your membership is valid, you must make a successful payment within 14 days of receiving notice of a declined payment. 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 made a payment and we have not received it, please provide evidence of payment (copy of bank account or credit card statement, receipt number) and we will investigate further. If found, we will apply it to your membership so that it is active.

Contact us

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

• Phone 1300 366 141 (Monday-Friday 8am-8pm, Saturday 9am-5pm)
• 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)

Important information

• Please make sure your membership details are kept up to date at all times. 
• Click here for more information about updating direct debit details.
• Click here for more information about updating/checking your membership details.