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FAQ

Have Some Questions?

 Answers to commonly asked questions.

Ambulance Victoria operates within areas known as ‘Operational Boundaries’. All of Victoria and certain areas of South Australia and New South Wales are considered operational boundaries.

Persons residing in non-Victorian towns which appear on our current list below are eligible to take out Ambulance Victoria Membership.

New South Wales South Australia
Albury 2640 Frances 5262
Balldale 2646 Mount Gambier 5290
Balranald 2715 Mount Gambier 5291
Barham 2732 Mount Gambier East 5291
Barooga 3644 Mount Gambier West 5291
Boeill Creek 2739
Bowna 2644
Buronga 2739
Burrumbuttock 2642
Coomealla 2717
Corowa/Rennie 2646
Cunninyeuk 2734
Curlwaa 2648
Dareton 2717
Delegate 2633
Ellerslie 2648
Euston 2737
Finley 2713
Gerogery 2642
Glenroy 2640
Greg Greg 2642
Gol Gol 2738
Goodnight 2736
Indi 2642
Howlong 2643
Jindera 2642
Jingellic 2642
Khancoban 2642
Koraleigh 2735
Kyalite 2734
Lavington 2641
Lowesdale 2646
Mathoura 2710
Moama 2731
Monak 2738
Moulamein 2733
Mourquong 2739
Mulwala 2647
Murray Downs 2734
Ournie 2640
Picnic Point 2213
Pomona 2648
Pooncarie 2648
Savernake 2646
Splitters Creek 2640
Springdale Heights 2641
Table Top 2640
Thurgoona 2640
Timbillica 2551
Tocumwal 2714
Tooleybuc 2736
Tooma 2642
Trentham Cliffs 2738
Wakool 2710
Walla Walla 2659
Welaregang 2642
Wentworth 2648
Wymah 2640

To become an Ambulance Victoria member you must be an Australian citizen or have been granted permanent or temporary resident status. You must also reside within our Operational Boundaries.

Please refer to Membership Scheme Business Rules Membership Scheme Business Rules for further definitions. Join Now if you meet the conditions of membership.

Under the State Concession Scheme, Victorians eligible for concessions receive free clinically necessary ambulance coverage throughout Australia. This coverage will provide free emergency and medically authorised non-emergency ambulance transport to the nearest and most appropriate hospital.

A person eligible for free clinically necessary ambulance transport will be: 

  • A person holding a current Pensioner Concession Card (including dependent children as listed on the card but excluding spouses).
  • A person holding a current Health Care Card (excluding holders of a Health Care Card for Carer Allowance and Foster Care issued in the name of the child) and their dependents, including spouses as listed on the Card (in circumstances where the dependant is the patient).
  • A child holding a current Child Disability Health Care Card (payment type CD) or Foster Care Health Care Card (payment type FO), but not their guardians/families as listed on the Card.
  • A child under a Custody to Secretary Order.
  • A child under a Guardianship to Secretary Order.

Concession benefits do not apply to:

  • People who only hold a Commonwealth Seniors Health Card (e.g. they do not have a concession card noted above).
  • An eligible individual being transported from a private healthcare facility defined by the department of health’s web site. Please note these costs are the responsibility of the private healthcare facility.
  • A patient that requests to be repatriated or relocated to/from Victoria for non-clinical reasons (e.g. for their own or their family’s convenience or for social reasons). Repatriation back to Victoria must be authorised as clinically necessary and there must be a demonstrated clinical requirement for ambulance transport.
  • Where another party is responsible for the account, for example:

–The Department of Veterans’ Affairs (DVA) where a person holds a Gold or a White Card (subject to the conditions of the card)

–The Transport Accident Commission (TAC).

–The Victorian WorkCover Association (VWA).

  • Where a patient is being transferred to a private hospital for ongoing care and/or as part of a pre-existing arrangement between the transferring hospital and the private hospital and/or the transfer has been organised by Adult Retrieval Victoria (ARV). ARV patient transfers to private hospitals are predominately related to intensive care and coronary care beds.
  • An eligible individual who initiates a transport from a public hospital to another public hospital or to a private hospital for their own choice (e.g. to receive care from a specified physician or in a specified location).

Evidence of concession entitlements

To access entitlements, a valid Pensioner Concession Card or Health Care Card number must be provided at the time of transport and be valid at the time of transport or when an invoice is received from Ambulance Victoria. Failure to do so will result in the account remaining the responsibility of the relevant individual, hospital or other party such as TAC, VWA or DVA as detailed in the guidelines.

For more information please refer to the Ambulance Transport Payment Guidelines

Ambulance Victoria have no affiliations with private health insurers therefore we have no knowledge of a person’s individual coverage through that fund. Please also be aware that when you take out ambulance cover with a private health insurance company they do not purchase genuine Ambulance Victoria coverage through us on your behalf. Private health insurers set their own terms and conditions of what they will and will not cover.

Sadly, we see cases every day where members of private health funds have used the service and then found out that the fund’s terms and conditions do not cover them in particular circumstances, such as air ambulance transport or non-emergency transport

Ambulance Victoria recommends you contact your fund and use the Ambulance Cover Checklist as a guide to determine if you have sufficient ambulance cover.

For total confidence and peace of mind that you are fully covered, it is recommended that you maintain your genuine Ambulance Victoria Membership.

Note: Ambulance Victoria is not 100 per cent government funded so membership fees are a vital source of funding. All membership fees are directed back into operating and improving our services as opposed to revenue obtained by your private health fund which is not forwarded to Ambulance Victoria.

Phone: call 1800 64 84 84 (Mon-Fri 8am-8pm & Sat 9am-5pm) and pay over the phone using your credit card or provide your bank account details.

Online: Join Now and pay via credit card or provide your bank account details to set up a direct debit payment. You can also download a Membership Application Form if you wish to join later.

Australia Post: Download a Membership Application Form or call 1800 64 84 84  (Mon-Fri 8am-8pm & Sat 9am-5pm) to request an application form be sent to you. Complete the application form and pay over the counter at any Australia Post branch. You can pay by cash, cheque, credit card or EFTPOS.

Mail: Send your application form with cheque or money order to Ambulance Victoria PO Box 278 South Melbourne Vic 3205.

View the current membership fees.

Ambulance Victoria offers ongoing membership by direct debit for a quarterly, annual, three-year or five-year terms.

In line with our environmental policy and to reduce our carbon footprint, receipts are not automatically issued when a payment is made.

If you join or renew online, the confirmation page allows you to print the receipt at time of payment.

Receipts are also available after you login to your Membership Dashboard from the “My Communications” section – you can view, print or send yourself a copy. We also provide you the option to have the latest receipt sent to you via our automated phone menu system, or for more complex requests, just ask one of our friendly operators by calling the Membership Service Centre on 1300 366 141 (Mon-Fri 8am-8pm & Sat 9am-5pm), logging into your Membership Dashboard and using the Live Chat system, or email us at membership@ambulance.vic.gov.au

Ambulance Victoria Membership cover gives you protection against the cost of world-class emergency treatment and transport services delivered by our highly skilled and dedicated paramedics, and aided by state-of-the-art equipment and resources. Specifically it includes:

  • All emergency road ambulance transport
  • All MICA (Mobile Intensive Care  Ambulance) attendance and treatment
  • All emergency air ambulance and clinically necessary non-emergency air ambulance
  • All ambulance treatment when transport is not required
  • The same level of cover for ambulance treatment and transport services provided interstate as are covered back in Victoria*
  • All clinically necessary non-emergency patient transport.

NOTE:

*Ambulance transport back to Victoria must be clinically necessary and approved in advance by Ambulance Victoria.

A 14-day qualifying period exists for emergency transport resulting from a pre-existing medical condition and all non-emergency transport for new and reinstated members.

Clinically necessary – There must be a medical requirement for the transport and it must be medically authorised by an appropriate health professional and approved by Ambulance Victoria.

Subject to Membership Scheme Business Rules

Membership benefits do not apply where:

  • A patient requests to be repatriated or relocated to/from Victoria for non-clinically necessary reasons (e.g. for their own or their family’s convenience or for social reasons). Repatriation back to Victoria must be authorised as clinically necessary and there must be a demonstrated clinical requirement for ambulance transport.
  • Another party is responsible for the account, for example:

–The Department of Veterans’ Affairs (DVA) where a person holds a Gold or a White Card (subject to the conditions of the card)

–The Transport Accident Commission (TAC).

–The Victorian WorkCover Association (VWA).

  • A patient requests to be transported or transferred to a private health facility from a public hospital for non-clinically necessary reasons.

Full details on ambulance fee payment responsibilities can be found in the Department of Health and Human Services Guidelines.

Your membership does not cover you for travel overseas and it is recommended you take out travel insurance.
As an Ambulance Victoria member travelling interstate, you receive the same benefits that you would have received if you had been in Victoria. Please refer to the Membership Scheme Business Rules for further definition.

Note:

  1. If you require transport interstate you will receive an invoice from that interstate service for payment. Llist your Ambulance Victoria membership number on the form and return it to Accounts Receivable Department, Ambulance Victoria, Locked Bag 9000, Ballarat Mail Centre, VIC 3354.
  2. Repatriation for convenience or social reasons is not covered under membership.
  3. When clinically necessary, transport back to Victoria may be arranged. Prior approval from Ambulance Victoria is required, including a written request from an appropriate health professional demonstrating a medical requirement for the transport.

There is a fourteen (14) day qualifying period from the commencement of all new and reinstated memberships. During the qualifying period, members do not receive member benefits for:

  • Non-emergency patient transport ambulance services; or
  • Emergency ambulance services where the service is required as a result of a pre-existing medical condition.

The qualifying period will be waived in the following circumstances:

  • For children who qualify as a dependant when added to an existing family membership which has already served the qualifying period.
  • Where a new or reinstated member was formerly an eligible Victorian Pension Concession card or Health Care card holder and joins the Membership Scheme within thirty (30) days of no longer being eligible for a Pension Concession card or Health Care card – In this situation membership will commence from the date the concession benefits ceased (proof of this date will be required).
  • Where a new or reinstated member listed on a family membership is no longer eligible to be covered under that family membership and joins the membership scheme within thirty (30) days of ceasing to be eligible on the family membership.

Please Note: Membership benefits commence 5pm the day after payment is received by Ambulance Victoria for new and re-instated members. See Membership Scheme Business Rules for full details

Important Notice
From July 1, 2015 all new and reinstated memberships are only be required to serve a 14-day qualifying period.  All other terms and conditions set out in the business rules still apply. Please note that printed versions of the business rules may show a 60-day qualifying period until the stock can be updated correctly.

To consolidate two existing memberships, Ambulance Victoria requires permission from both parties.

Phone: 1300 366 141 (Mon-Fri 8am-8pm & Sat 9am-5pm) – both of you must be present to authorise this over the phone.

Post: In writing and signed by both parties to PO Box 278 South Melbourne, VIC 3105.

Fax: In writing to AV on 1800 997 799 and signed by both parties.

Note that both members are required to sign the letter to consolidate existing memberships.  Any credit due will be added to the combined membership. Please ensure you nominate who you choose to be the main member.

If your child is listed on a current family membership, and the child meets the requirements to be considered an eligible dependant under the Membership Scheme Business Rules it does not matter which state they are undertaking full-time study.

They will be covered under this family membership although the Accounts Department will require evidence of full-time study if transport is required interstate.

No, as you are no longer studying full time, you will need to purchase your own membership – Join Now

Note: Dependants (aged 17 up to 25) awaiting placement at tertiary institutions will be covered by their parent/guardian’s membership up to 31 March of that year.

Dependants who have chosen to not continue in further education will be required to purchase their own membership from the last day of full-time school attended.

If you no longer meet the criteria to be considered a dependant on a family membership then you are not protected against the potentially high costs of ambulance treatment and transport.

Please refer to Membership Scheme Business Rules for the full definition of who can be considered a Dependant.

Providing the dependant takes out a single membership within 30 days of no longer being eligible under the family membership, they will be entitled to full benefits immediately and the 14-day qualifying period will be waived. Join Now.

Notes:

  • Dependants must be listed on a family membership to receive member benefits
  • Dependants awaiting placement at tertiary institutions will continue to be covered under their parents/guardian’s membership up to 31 March of the year for which they have applied for placement. After this date proof of full-time student status must be provided to receive membership benefits in the event of having used Ambulance Victoria’s services.

Where a dependant student aged 17 to 24 years requires transport by ambulance, an invoice may be issued and proof of full-time student status will be required for invoice settlement.

Yes you can – this can be done over the telephone. Simply call the Ambulance Victoria Membership Contact Centre on 1300 366 141 (Mon-Fri 8am-8pm & Sat 9am-5pm).

Should you (or an eligible dependant listed on a family membership) need to call an ambulance, you can present your membership card to the paramedics or simply inform them that you are a member. If this is not possible at the time, do not be concerned. The cost of your ambulance usage will be matched to your membership by the Ambulance Victoria Accounts Receivable Department and covered with no excess to be paid or forms to be completed.

If you receive a transport invoice which you believe should be covered by your membership, you should complete the relevant section on the reverse of the invoice and return it to the Ambulance Victoria Accounts Receivable Department, PO Box 2000, Doncaster VIC 3108

Please note that membership is not a prerequisite for receiving ambulance transport however you will receive an invoice for payment if you are not a member and you use ambulance services. Current Ambulance Victoria fees can be found here: Current Fees

If you are treated or transported by ambulance as the result of an incident at work, you cannot claim the cost of ambulance treatment or transport under your Ambulance Victoria membership in the first instance. You are required to submit a claim through WorkCover to cover the cost of the invoice/s. If your claim is rejected by WorkCover, you can then claim the cost of the invoice through your Ambulance Victoria membership. Proof of the claim refusal is required.

If you are treated by paramedics or transported by ambulance after a car accident, you cannot claim the cost under your Ambulance Victoria membership in the first instance. You must lodge a claim via the Transport Accident Commission (TAC). If your claim is rejected by the TAC, you can then claim the cost of the invoice through your Ambulance Victoria membership. Proof of the claim refusal is required.

No, Ambulance Victoria membership is only available for residents of Victoria and those people residing within Ambulance Victoria’s Operational Boundaries. Each state has different ambulance cover arrangements therefore we recommend you investigate what options each state has available to you.

A refund of an unused portion of a membership is available upon written request. Refund amounts will be calculated on a pro-rata basis from the date the request is received in writing.

Refunds will not be provided for the used (i.e. past) portion of a membership or for prior membership periods.

An administration fee of $12.50 will apply to all refunds unless waived by Ambulance Victoria in the following circumstances:

  • If a member has made a duplicate payment a refund for the full amount of the current membership period will be provided to the member on written request. Ambulance Victoria will waive the administration fee in these circumstances. If a refund is not requested by the member in writing, Ambulance Victoria will extend the membership period in accordance with the amounts paid.
  • If a member dies, the unused portion of the membership will be refunded to the estate of the deceased member or to an authorised representative of the deceased member upon written request. Ambulance Victoria will waive the administration fee in these circumstances.
  • At the discretion of Ambulance Victoria.

Note: Unless waived in the above circumstances, if the application of the $12.50 administration fee results in a negative balance, Ambulance Victoria determines that no refund is payable on the remaining unused portion of your membership.

Please refer to please refer to the Membership Scheme Business Rules for the full terms and conditions surrounding refunds.

Bonus months have not been offered on three-year or five-year memberships since November 2013.

Three-year and five-year memberships continue to offer protection against fee increases during the membership period and ensure members are comprehensively covered against the cost of ambulance treatment and transport Australia wide.

For the current fee schedule please visit Our Join Page

Ambulance Victoria appreciates your feedback and takes all complaints seriously. In the first instance please contact our Membership Contact Centre:

If you remain dissatisfied, AV’s detailed complaints procedure can be accessed through this link:

Complaints Process

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