Ambulance Victoria helps people who are having a hard time paying for ambulance services.
We respond to emergency calls and other medical help requests from the community. By law, we must do this under the Ambulance Services Act 1986. We will always provide this service, no matter your financial situation. This is part of our commitment to Victoria, supported by the Victorian Government.
We understand that unexpected events can make it hard to pay for ambulance services. Sometimes, we won’t charge you on compassionate grounds.
Compassionate exemptions
Ambulance Victoria will offer a compassionate exemption to patients where the case record indicates that the patient:
- Required an ambulance following a sexual assault, domestic violence, or child abuse.
- Was a deceased child under the age of 18 years.
- Was a member of Victoria’s emergency services who, while on duty, required treatment without transport services.
Consideration for hardship
If you’re having trouble paying for ambulance services, you can apply for hardship consideration. We have policies to help people with both short-term and long-term difficulties, offering various options to assist you.
Your rights
If you’re experiencing hardship, you have the right to:
- be treated with respect, compassion, and without judgment
- access an interpreter if needed
- get information about alternative payment options and government concessions
- choose from different payment methods based on your situation
- suggest a payment plan that you can afford
- be exempt from legal action and extra debt recovery costs while you’re negotiating or following a payment plan
- receive information about our complaint and dispute resolution procedures.
Understanding entitlements
Many people don’t have to pay for Ambulance Victoria services, including:
Insured consumers
If you have a current Ambulance Victoria membership, you’re covered for ambulance costs.
Interstate consumers might be covered under their home state’s arrangements.
Many private health insurance plans also include ambulance cover. It’s important to know exactly what your policy covers.
Concession Card holders
You don’t have to pay for ambulance services if you had any of these cards when you received the service:
- Individuals with a current Victorian Pensioner Concession Card (includes listed dependent children but not spouses).
- Individuals with a current Health Care Card, including listed dependents and spouses (excludes Health Care Card for carer allowance and foster care issued in the name of the child).
- Individuals with a current Veterans Affairs Gold Card and some White Card holders.
- Children holding Child Disability Health Care Cards or Foster Child Health Care Cards (but not listed parents or guardians).
Special exemptions also apply for children under care orders, compulsory mental health patients, and eligible asylum seekers.
Payment arrangements
If you’re having financial difficulties, you can set up payment arrangements. We will work with you to make sure the payments are affordable and fit your situation. To discuss these options, please contact us on 1800 990 029.
Interpreter service
If you need an interpreter, please call the Translating and Interpreting Service (TIS National) on 131 450 and ask them to call Ambulance Victoria on 1800 990 029. Our business hours are 9:30 am to 4:30 pm, Monday to Friday.
Financial counselling
Our staff can refer you to an independent service that provides free financial counselling. You can discuss your financial situation with an accredited provider in a confidential setting, get advice, and access support services. Please contact us if you would like to be referred to this service.
Contact us
If you’re having trouble understanding your entitlement or making your invoice payment, or if you think your invoice should be considered for a compassionate exemption, please contact our Consumer Support team at 1800 990 029 for a confidential conversation.
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