Who Can Complain?
A complaint about service provided by AV can be lodged by anyone involved with the incident (Please Note: We may need the patient’s consent to investigate particular aspects of the complaint).
How is your complaint handled?
Ambulance Victoria will register your complaint and send you an acknowledgement. Your complaint will be sent to the relevant manager for investigation.
You may be contacted by the investigating manager to discuss the matter. While the investigation process can sometimes seem lengthy be assured that we are working towards a resolution as quickly as possible.
We try to resolve complaints within one month but, at times, it may take longer depending on staff availability and the complexity of the matter. When the investigation is complete you will be notified in writing of our findings.
What happens to information collected about complaints?
This information is used to improve AV services, better understand community needs and respond more positively to complaints or suggestions. The use of information for these improvement purposes is carefully controlled to ensure that it is conducted in accordance with the Information Privacy Act and Health Records Act.
If you are not satisfied with the response
If you are not satisfied with the response to your complaint please contact the Professional Standards Department either in writing or on 9840 3635 to discuss your concerns.
If you are not satisfied with AV’s resolution
If at the end of AV’s complaint process you are not satisfied with the result you are able to lodge a complaint with the Health Services Commissioner or the Victorian Ombudsman. The Health Services Commissioner receives and resolves complaints about health service providers with a view to improving the quality of health services for everybody. The Ombudsman’s jurisdiction extends across all arms of the State Government and its statutory authorities. You may contact them as follows:
Health Services Commissioner
570 Bourke Street
Melbourne VIC 3000
Phone: 1300 582 113 (Mon-Fri) 9am – 5pm
Online complaint form: https://hcc.vic.gov.au/make-complaint
Level 2, 570 Bourke Street
Melbourne VIC 3000
Phone: 03 9613 6222 or 1800 806 314 (Regional)
Hours: 9.00am – 5.00pm (Mon – Fri)