AV Membership FAQ

If you would have never been a member before and would like to start a new membership, you can do so using one of the following methods:

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.

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.

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.

Please Note: If you have previously had a membership and do not remember your log in details, or have previously been listed as a Dependant on a Family membership, you will not be able to join online and would need to use one of the other methods listed above.

Date Updated: 31/08/2017

It is important that you contact AV to update your personal details. If we do not have your current contact details on file you may not receive important information from us and your membership could lapse.

You can update your details in the following ways:

Online – Update your details online now.

Email – Send us an email listing 3 points of ID (full name, current address including postcode and date of birth), the membership number and the details that you would like to update.

Phone – 1300 366 141 (Mon-Fri 8am-8pm & Sat 9am-5pm) – the main member must call to make these changes.

Post – Send your signed request to Ambulance Victoria at PO Box 278 South Melbourne Vic 3205.

Please Note: Only the Primary Member or Dependant partner listed on the membership can make these changes.(Dependants cannot resign the membership or remove the Main member). Personal details cannot be updated by an unrelated third party without express permission from the primary member. The primary member can nominate a third party to act on their behalf by providing verbal or written permission.

Date Updated: 11/11/2016

View the current membership fees.

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

Date Updated: 09/11/2016

Under the State Concession Scheme, eligible Victorian’s holding certain concession cards receive free clinically necessary ambulance coverage throughout Australia.  In all cases, transport is provided to the nearest and most appropriate medical facility.

For the purpose of ambulance transport, the Concession classification includes:
• a person holding a current Victorian Pensioner Concession Card (includes dependent children listed on the card but not spouses)
• a current Health Care Card holder and their dependents including spouses listed on the card (does not include Health Care Card for carer allowance and foster care issued in the name of the child)
• a child holding a current Child Disability Health Care Card or Foster Child Health Care Card, but not their guardians/families listed on the card
• a child under a Family reunification, Care by Secretary or Long-term care order including children on interim accommodation orders
• a person who is subject to an order under the Mental Health Act 2014, Sentencing Act 1991, or Crimes (Mental Impairment and Unfitness to be Tried) Act 1997 requiring them to be compulsorily assessed or treated in a designated mental health service. This includes compulsory, security and forensic patients.
• asylum seekers who are clients of one of the 16 nominated agencies for asylum seeker support found here Ambulance Transport Payment Guidelines

Concession transport from a private healthcare facility
If a concession card holder is transported from a private healthcare facility the sending private facility is responsible for payment. This includes registered private hospitals and registered private day procedure centres. The private healthcare facility decides whether or not to pass this cost onto the patient.

Concession benefits do not apply
Concession benefits do not apply when:
• a patient only holds a Commonwealth Seniors Health Card and they do not have one of the concession cards listed above
• a patient requests to be repatriated or relocated to or from Victoria for non-clinical reasons or when the transport is not clinically necessary (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.

The other party responsible could be:
• the Department of Veterans’ Affairs (DVA) where a person holds a Gold Card or a White Card (subject to the conditions of the card)
• the Transport Accident Commission (TAC) (subject to the conditions under the scheme)
• the Victorian WorkCover Authority (VWA) (subject to the conditions under the scheme).

Evidence of concession entitlements
In order to access entitlements, AV will require evidence of concession entitlements.  The card must also be valid at the time of transport or the account will remain the responsibility of the relevant individual, hospital or chargeable authority as detailed in the Ambulance Payment Guidelines.

For more information please refer to the Ambulance Transport Payment Guidelines and AV Business Rules.

Date Updated: 21/03/2017

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.

Date Updated: 28/12/2017

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.

Date Updated: 11/11/2016

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.

Date Updated: 31/08/2017

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 for further definitions. Join now if you meet the conditions of membership.

Date Updated: 11/11/2016

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 logging into your Membership Dashboard and using the Live Chat system or calling the Membership Service Centre on 1300 366 141 (Mon-Fri 8am-8pm & Sat 9am-5pm).  You can also send us an email and we will respond within one business day.

Date Updated: 21/12/2016

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:

• Emergency road ambulance transport
• MICA (Mobile Intensive Care  Ambulance) attendance and treatment
• Emergency air ambulance and clinically necessary non-emergency air ambulance
• 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*
• Clinically necessary non-emergency patient transport. more info

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.

Date Updated: 20/03/2019

Ambulance Victoria Membership* gives you protection against the cost of emergency treatment and transport services to the nearest most appropriate medical facility.

Your membership won’t pay for:

• Any cases before 5pm the day after you join.
• Any cases for the first 14 days of your membership where treatment or transport is due to any conditions you had before you joined.
• Any cases for the first 14 days of your membership of pre-booked, non-emergency transport.
• Transport that’s not to the nearest medical facility that can treat you, as we decide.
• Transport to other health services we don’t think you clinically need, for example if you want to move to another facility to be closer to family or to attend your preferred doctor.
• Transport from hospital or other health services back to Victoria after treatment.
• Services used where there was a road or workplace incident, unless TAC or Workcover have rejected a claim.
• Services where a third party is responsible for payment, as described in the Ambulance services payment guidelines.
• Services by a non-registered state ambulance provider.
• Emergency services not as a result of a ‘000’ call

*Subject to Membership Scheme Business Rules

Updated 24/9/2018

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. List 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.

Date Updated: 09/11/2016

To consolidate two existing memberships, Ambulance Victoria requires permission from both parties. This can be done using one of the following:

Email: Both parties will need to send us an email noting member number and 3 points of ID (full name. current address including postcode and date of birth).  Please ensure that you nominate who you choose to be the Main Member.

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 Ambulance Victoria PO Box 278 South Melbourne, VIC 3105.  Any credit due will be added to the combined membership. Please ensure you nominate who you choose to be the Main Member.

Date Updated: 11/11/2016

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.

Date Updated: 09/11/2016

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.

Please Note: If you have already been listed as a Dependant on a Family membership, you will not be able to join online and would need to use another method listed (refer to “How can I join Ambulance Victoria membership?” FAQ).

Date Updated: 11/11/2016

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.

Date Updated: 28/12/2016

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

Please Note: Once the membership has been established, only the Primary Member or Dependant partner listed on that membership can make changes. (Dependants cannot resign the membership or remove the Main member).

Date Updated: 11/11/2016

Membership is not a prerequisite for receiving ambulance transport.

At the time of transport, paramedics will collect your personal information and send it through to the AV Accounts department. If the details match what is listed on your active membership, an invoice may not be issued. There is no excess to be paid or forms to complete.

If you do not have an active membership however, you will receive an invoice for payment. Current Ambulance Victoria fees can be found here: Current Fees.

Ambulance Victoria members (including dependants listed on a Family membership) are not required to present a membership card or provide a membership number at the time of transport.

Ambulance Victoria Invoices
If you do receive a transport invoice from Ambulance Victoria you should go to the AV website in the first instance and complete the online form.  You can provide your membership number or Student ID (if applicable) using this form. If you prefer to speak to someone please contact the Accounts Receivable Department on 1800 990 029.

Interstate Invoices
If you do receive a transport invoice from an Interstate service please write your membership number and Student ID (if applicable) on the invoice and mail it to: Ambulance Victoria Accounts Receivable Department, Locked Bag 9000, Ballarat, Vic 3354.

If you are uncertain whether you are required to pay an invoice please refer to the website or call the Accounts Department on 1800 990 029.

Date Updated: 10/04/2019

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.

To do this you should go to the AV website in the first instance and complete the online form.  You can provide your membership number using this form. If you prefer to speak to someone please contact the Accounts Receivable Department on 1800 990 029.

Date Updated: 09/11/2016

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.

To do this, you should go to the AV website in the first instance and complete the online form.  You can provide your membership number using this form. If you prefer to speak to someone please contact the Accounts Receivable Department on 1800 990 029.

Date Updated: 09/11/2016

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.

Date Updated: 09/11/2016

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 (email or mail) and where possible, will be refunded back to the source the payment was made from.

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:

• 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 may 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.
• Waiving of the administration fee is at the discretion of Ambulance Victoria.
• If a member dies, the unused portion of the membership may be refunded to the estate of the deceased member at the request of an authorised representative of the deceased member. Ambulance Victoria will refund back to the date stated on the official documentation, where possible and provided this date is within the current membership period.

Note: If the application of the $12.50 administration fee results in a zero or negative balance, no refund is payable on the remaining unused portion of your membership.

To ensure a complete understanding of the refund policy, please refer to the Membership Scheme Business Rules for full terms and conditions regarding refunds.

Date Updated: 22/06/2018

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

Phone – 1300 366 141 (Mon-Fri 8am-8pm & Sat 9am-5pm) or

E-mail: membership@ambulance.vic.gov.au

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

Complaints Process

Date Updated: 09/11/2016

It is important that you contact Ambulance Victoria to update your Direct Debit details. If we do not have your current direct debit information, your payment may not be processed and your membership could lapse.

Update your details online now.

Alternate Methods:

Phone – Call 1300 366 141(Mon-Fri 8am-8pm & Sat 9am-5pm)

Post – Send in a signed request to Ambulance Victoria at PO Box 278 South Melbourne Vic 3205

Date Updated: 11/11/2016

The Membership Fee will be deducted from your nominated financial account by AV in the following manner:

a) Initially draw the relevant Membership Fee within five (5) business days of receiving your agreement; and
b) Thereafter, deduct the Membership Fee within two (2) business days of the anniversary of your Membership.

The following provisions relate to processing direct debit arrangements:

a) If sufficient funds are not available in your nominated financial account at the time of processing a payment then a dishonour fee may apply;
b) If you wish to change details of your nominated financial account then you must provide AV with the details at least 5 business days prior to the next payment;
c) Details of your nominated financial account will be kept private and confidential and AV will only use the details for processing payment or is otherwise required by law;
d) If you wish to terminate the direct debit agreement then you must notify AV and your nominated financial institution;
e) AV reserves the right to cancel or terminate a direct debit arrangement if payments are dishonoured and where an alternative payment method cannot be facilitated. Under these circumstances this may result in your Membership being terminated.

Updated 24/9/2018

No. Payments can take up to three business days to be applied to your membership when using a third party channel such as BPAY®. Funds are then applied effective to the date that they were paid, once received by Ambulance Victoria.

BPAY® is a third party bill payment processing system, for which we do not set the Terms and Conditions for.

Please Note: Weekend days and public holidays will also affect processing times for payments & can cause further delays.

Date Updated: 11/11/2016

You are able to obtain your membership number using one of the following methods:

SMS – Receive your number via SMS.  Enter your First name, last name, date of Birth and mobile number (the mobile number used must be listed on the membership), hit the “Send SMS” button and we will SMS your membership number.

Email – Send us an email listing 3 points of ID (full name, current address including postcode and date of birth), and request your membership number.

Phone – Call our Membership Service Centre on 1300 366 141 (Mon-Fri 8am-8pm & Sat 9am-5pm) and speak to a consultant.

Date Updated: 22/03/2017

You are not required to present your membership card or advise of your membership number at the time of transport. Your details will be taken by the paramedics and sent through to the AV Accounts department.  If the details match what is listed on your membership, an invoice may not be issued.

You can confirm that your membership details are correct in the following ways:

Online – Confirm your details online now.

Email – Send us an email listing 3 points of ID (full name, current address including postcode and date of birth), the membership number and the details that you would like to confirm.

Phone – Phone our Membership Service Centre on 1300 366 141 (Mon-Fri 8am-8pm & Sat 9am-5pm) and speak to a consultant who can make updates to your record.

Date Updated: 22/03/2017

We understand the death of a family member or friend is a difficult time. We want to make it as easy as possible to help you or your solicitor manage your loved one’s ambulance membership.

There are three simple steps to follow:

• Notify us
• Gather the required documents
• Submit these documents to us

Notify us
You can notify Ambulance Victoria (AV) either verbally, in writing or via email and we will advise you of the next steps.

Gather the required documents

If you are only wanting to close the membership
We will need:

• A copy of the Death Certificate or Statutory Declaration
• Three points of ID for the deceased member (such as name, address and date of birth)
• Your contact information

If you want a refund and/or want to update details on the membership record
We will also need a copy of any legal documents showing you have the authority to act on behalf of that member such as:

• Power of Attorney
• Guardianship order
• Trustee
• Administrator
• Legal Representative
• Executor of the Estate that shows you are acting on behalf of the deceased member
• Will
• Letters of Administration issued by the Supreme Court
• Statutory Declaration

Please note:
• Refunds or updates to a membership cannot be processed unless you can give us a copy of one of the documents above.
• Refunds will be calculated from the date of death

Submit these documents to us
Once you have all the information ready, please send to:

Email:    membership@ambulance.vic.gov.au
or
Mail:     PO Box 278 South Melbourne Vic 3205

What happens next?
We will process the notification depending on the type of membership that the deceased member held:

Single Membership:
The membership will be closed and remaining funds can either be donated to AV or refunded back to the original payment source ie credit card or via a cheque to the deceased Estate.

Family Membership (deceased is the primary member):
The existing family membership will be closed and a new membership opened in its place, either as a single membership or a new family membership depending on the circumstances. Any remaining funds will be applied to the new membership.

Family Membership (deceased is a listed dependant):
The member will be removed as an active listed dependant.  All other details of the membership will remain unchanged unless additional changes are requested.

Contact us
Please don’t hesitate to call our Membership Service Centre on 1300 366 141 with any questions.

Date Updated: 19/12/2018

The request for ID such as name, address and date of birth is to determine the identity of the person communicating with Ambulance Victoria (AV). It is requested to make sure changes are made by the authorised party and in the correct manner.

All members must adhere to a three point identification check in order to make changes or access information on a Membership. 

Ambulance Victoria respects the privacy of all members and provides security around the information that is provided by our members. Members information is gathered and stored in alignment with the AV Privacy Policy and AV Membership Business Rules.

Date Updated: 21/02/2018

If you purchase a Family Membership, you, your partner and dependant children under the age of 17 (and living under the same roof) will be covered.

Please make sure you list all of the family members you want covered to ensure they receive member benefits.

If you have children aged 17 to 24 years, they too are covered as long as they are studying full time.

Students who use transport will be required to show evidence of full time study for the invoice to be settled.

Date Updated: 24/04/2019

You’re studying full time if you’re doing at least 90% or more of your course’s full time study load. Your study load is calculated by the hours you study, or the amount of credit points you’re enrolled in and evidence from your education provider will be required to confirm this.

Example 1 – you’re studying a course which is based on credit points
The place you’re studying at says the total number of credit points for your course is 24 per semester. In this example, you’re studying 3 subjects worth 7 credit points each.

In this example the 90% study load is 21 (rounded down) credit points per semester. If you’re completing 21 credit points or more, you’re full time. If you’re doing less than this you’re part time and will be required to purchase a single membership if you want cover.

Example 2 – you’re studying a course based on hours
The place you’re studying at says the total number of hours for your course is 200 and the course length is 10 weeks.

In this example, if you’re doing at least 18 hours a week you’re studying full time. If you’re doing less than this you’re studying part time and will be required to purchase a single membership if you want cover.

Date Updated: 21/02/2018

You can access Ambulance Victoria’s Privacy Policy here

Updated 24/9/2018

You can find the current version here

Scroll down to “Cover Terms and Conditions” to open the pdf.

Updated 24/9/18

Your membership cover can include non-emergency transport to the nearest medical facility that has been pre-approved by AV and is clinically necessary.

We have provided more information and some examples on the “My Membership and Non-Emergency Transport” page.

Updated 20/03/19