In the first instance, please contact our Membership Service Centre:

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

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 is the complaint process?

What happens when you make a complaint:

• The complaint will be acknowledged as quickly as possible. 
• Any personal information collected in respect of a complaint will be kept confidential.
• A record of the complaint will be kept, including any actions taken and outcome.
• Complaints can take some time to investigate and resolve. Please allow up to 20 business days for complex investigations.
• The person who 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.
• Previous years of tenure is not taken into consideration when assessing whether a member is covered for services used.
• Whilst AV will attempt to 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.
• Membership does not cover invoices due to hardship or compassionate grounds. AV have a separate process available for hardship assistance.

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

Please note:
If your concerns are not related to AV Membership, please complete a feedback form and provide AV with the details.