How do I make a complaint about my membership?

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.


Back To FAQs
Back To FAQ Search

Was this answer helpful?