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Complaints and compliments

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Your feedback plays an important role in helping us to monitor, evaluate and improve our service to the community.

If you would like to send a complaint or compliment to the TAC, you can:

A Complaint Specialist will contact you within three working days of receiving your complaint or compliment.

More information about our complaints and compliments process is below.

The TAC's complaints process

    The TAC's commitment to resolving your issues

    The TAC is committed to providing a quality service to our clients and members of the community.

    If you are a TAC client, the TAC Service Charter sets out the service levels you can expect from the TAC and how we can work together to best meet your needs and support your recovery.

    We know things don't always go the way they should. When you raise an issue with us, we'll address it as quickly as possible. In the event that it takes longer to investigate and respond to your concerns we'll be sure to keep you regularly updated.

    How we work together

    The Complaints team at the TAC will work with you in a positive, honest and professional manner and we encourage you to engage with us in the same way.  We value your feedback and we will do everything we can to help you with your concerns.

    Who you should contact if you are dissatisfied with our service

    A good place to start is to speak to the TAC staff member that you have been dealing with. If you don't feel comfortable with that you can ask to speak to their team manager or you can lodge a complaint with the TAC.

    What the TAC will do to help resolve your issue

    The TAC Complaints Office is independent of the claims decision making process. A Complaints Specialist will document your concerns, follow up your complaint, keep you up to date and ensure that you are notified of the action taken and the outcome.

    If you are still not satisfied with how the TAC has managed your issue

    For issues that are about the TAC's level of service and how we deal with you, you can discuss this further with a representative of the office of Ombudsman Victoria. You can contact Ombudsman Victoria on 03 9613 6222 (toll free - 1800 806 314). The Ombudsman can investigate complaints made about the administrative actions of Victorian government bodies such as the TAC. The TAC fully cooperates with all enquiries made by the Ombudsman Victoria.

    If your complaint is about a claims decision, click here for more information about your options.

    What to do if you have a complaint about a TAC advertisement or sponsorship

    You can call the TAC on 1300 654 329 and ask to speak to someone about your issue. Alternatively, you can lodge a complaint with the TAC.