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 allocated to a Patient Liaison Officer for further investigation.

You will be contacted by the Patient Experience and Consumer Participation Department 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 of findings in writing.

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 Privacy and Data Protection Act 2014 (Vic) and Health Records Act 2001 (Vic).

If you are not satisfied with the response

If you are not satisfied with the response to your complaint please contact the Patient Experience and Consumer Participation Department either via patientexperience@ambulance.vic.gov.au or telephone 1800 875 137 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 Complaints Commissioner or the Victorian Ombudsman. The Health Complaints 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 Complaints Commissioner
Level 26
570 Bourke Street
Melbourne VIC 3000
Phone: 1300 582 113 (Mon-Fri) 9am – 5pm
Email: hcc@hcc.vic.gov.au
Online complaint form: https://hcc.vic.gov.au/make-complaint

Victorian Ombudsman
Level 2, 570 Bourke Street
Melbourne VIC 3000
Phone: 03 9613 6222 or 1800 806 314 (Regional)
Hours: 9.00am – 4:45pm (Mon – Fri)
Email: ombudvic@ombudsman.vic.gov.au
Online complaint form