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 contact AV with the details.