7.1 Privacy
Ambulance Victoria (AV) protects the privacy and security of information provided by you. By taking out AV membership, you agree to be bound by the terms of the AV Privacy Policy. The AV Privacy Policy is available by calling AV on (03) 9840 3500 and asking to speak to Legal Counsel or on the AV website at www.ambulance.vic.gov.au.
7.2 Contact Us
For questions or queries relating to your membership please contact the AV Membership Service Centre:
Call: 1300 366 141 (Monday - Friday: 8:00am - 8:00pm, Saturday: 9:00am - 5:00pm, closed Sunday and Public Holidays).
Email: membership@ambulance.vic.gov.au(opens in a new window) (please provide three points of ID such as full name, address including postcode, and date of birth).
Post: Ambulance Victoria Membership, PO Box 278, South Melbourne VIC 3205.
7.3 Complaints
Ambulance Victoria Membership aims to meet our members’ expectations with every interaction. We appreciate your time and take all feedback seriously.
In the first instance:
Pease contact our Membership Service Centre:
Call: 1300 366 141 (Monday - Friday: 8:00am - 8:00pm, Saturday: 9:00am - 5:00pm, closed Sunday and Public Holidays).
Email: membership@ambulance.vic.gov.au (please provide three points of ID such as full name, address including postcode, and date of birth).
Post: Ambulance Victoria Membership, PO Box 278, South Melbourne Vic 3205.
What happens when you make a complaint:
- The complaint will be promptly acknowledged and resolved as quickly as possible.
- Any personal information collected in respect of a complaint will be kept in a confidential manner.
- A record of the complaint will be kept including any action taken.
- Complaints can take some time to investigate and resolve, please allow up to 20 business days for complex investigations.
- The person who has 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 member's 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(opens in a new window).
If you remain dissatisfied you may escalate your complaint to the Office of the Health Services Commissioner or the Victorian Ombudsman.
Office of the Health Services Commissioner
26th Floor 570 Bourke Street, Melbourne, Victoria 3000
Contact: 1300 582 113
Victorian Ombudsman
Level 1 North Tower 459 Collins Street, Melbourne, Victoria 3000
Contact: (03) 9613 6222 or 1800 806 314
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