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 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.
• 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.

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