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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.

Your compliments or suggestions can be about:

  • The level of service provided by the TAC
  • A TAC advertisement or sponsorship
  • Your interactions with TAC staff

You can send your compliments or suggestions to:

Review Manager
Transport Accident Commission
PO Box 742
Geelong VIC 3220

You can also provide your compliments or suggestions to the TAC with a fax clearly marked 'Compliments and suggestions' sent to 03 9656 9357 or by email to review@tac.vic.gov.au

Your compliments and suggestions will be directed to the appropriate manager. If you wish to receive a response from the TAC, please also include your postal address.

Further assistance


Please contact the TAC's Customer Service on 1300 654 329 if you would like further assistance on how to provide a compliment or suggestion or if you would like information on how to make a complaint or to have a decision reviewed.

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.

The TAC is committed to providing a quality service to its clients and the community. We know things don't always go the way they should so we thank you for taking the time to provide your feedback which has been forwarded to the TAC Complaints Office.

When you raise an issue with us, we'll acknowledge and address it as quickly as possible. In fact, we will respond to most complaints within a few business days. In the event that it takes us longer than fifteen days to investigate and respond to your concerns we'll be sure to keep you regularly updated. 

Who you should contact if you are dissatisfied with our service

A good place to start is to speak to the person you have been dealing with as they will understand your issue. If you don't feel comfortable with that you can:

What the TAC will do to help resolve your issue

The TAC staff member you talk to will work with you to resolve your issue. If you are still dissatisfied with their response, they will refer the matter to the TAC Complaints Office. The TAC Complaints Office is independent of the claims decision making process. A member of the Complaints Office will document your concerns, follow up your complaint and ensure that you are notified, either in writing or by phone, 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.

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. If you would like to make a formal complaint you can ask for a TAC complaint form

TAC contact details

Telephone:

TAC Customer Service Centre on 1300 654 329 or 1800 332 556 (toll-free outside Melbourne metropolitan area)
8:30am to 5:00pm, Monday to Friday.

Write to:

TAC
GPO Box 2751
MELBOURNE, VIC 3001

Facsimile:

03 9656 9357

Email:

review@tac.vic.gov.au