Treatment and services

How do I get approval for a treatment or service?

You will need to contact us if you need approval for a treatment or service. There are a number of different ways you can contact us:

1. Use our myTAC app or web portal to send and receive messages. You can also send us documents, receipts and requests for reimbursement

2. Use the Contact us online form

3. If you have a direct line for your TAC claims manager you can contact them on that number.

4. Call 1300 654 329. Our phone lines are open between 8.30am and 5.30pm Monday to Friday.

Can I get an extension to a treatment or service approval because of the coronavirus situation?

If you need an extension to a treatment or service, please contact us to tell us about your needs.

What is the TAC’s position on elective surgery?

Treating physicians and surgeons are responsible for deciding what they consider to be urgent and appropriate for their patient. They should use the following guidelines when making decisions:

  • The risk and benefits to hospital resources and of patients contracting or transmitting COVID-19. Factors such as age, medical comorbidities (diabetes, obesity and smoking, cardio-respiratory function), immune status and opioid consumption should be taken into account. A fully informed consent process must be completed.
  • Shared decision-making processes should be used when considering each individual case. The distinction between urgent and non-urgent Category 2 surgery may not always be simple. If there continues to be uncertainty, surgery should be postponed
  • Consider if the procedure will avoid dangerous deterioration of function, both physically and emotionally, or repeated emergency department or hospital admissions. Deterioration of physical function might include severe restriction of activities of daily living to the extent that the patient could not manage their symptoms for a further 3 to 6 months.

The treating physicians and surgeons, and the hospital providing the treatment, are responsible for adhering to the government regulations and informing their patient about the status of their surgical procedure.

Will the TAC pay for my health provider to visit me at home?

The TAC will consider requests to fund home visits if a TAC client needs to access essential health services, but is isolating themselves at home on advice from a medical practitioner, or they are a patient in a vulnerable group*.

As is our current practice for all TAC funded treatment and services, the need for a home visit must:

  • relate to the TAC client’s transport accident injuries
  • be reasonable, according to the Transport Accident Act, 1986
  • be clinically justified and outcome focussed.

*Vulnerable groups are people aged over 70, Aboriginal and Torres Strait Islander people aged over 50, people with chronic health conditions or those who are immunocompromised

Can I attend medical appointments via phone or video call?

Where necessary, there may be options available to help you access health services without leaving your home. This may include appointments using telehealth (phone or video call). Speak to your health provider about your options.

If you have any symptoms of COVID-19 please seek advice before leaving home. Call the 24-hour coronavirus hotline on1800 675 398 or your general practitioner. The Victorian Government has information on current restrictions and getting tested.

Will the TAC pay for the delivery of pharmacy items?

The TAC can pay for medication to be delivered to your home if you are unable to attend a pharmacy due to your transport accident injuries.

If you cannot visit a pharmacy because you are self-isolating due to COVID-19, you should consider home delivery options through local pharmacies or the government's Home Medicines Service.

Can the TAC pay for my groceries or the delivery of groceries during COVID-19?

No. The TAC cannot pay for a client’s groceries during the pandemic.

We can consider paying for the delivery of groceries if this is related to your transport accident injuries. We cannot pay for the delivery of groceries if the need is only related to COVID-19.

You are encouraged to talk to your family and friends about ways they might be able to support you. If you do not have people who can support you, the Victorian Government has emergency relief that some Victorians may be eligible for. Coles and Woolworths also have services that may be able to assist you.

Will my home services program (child care, cleaning, gardening) continue during COVID-19?

The TAC is still funding home services during the pandemic, unless government guidelines change.

Depending on government restrictions, you may need to speak to your health care providers about your individual support needs. They will then make recommendations to the TAC based on their assessment. Any service delivery needs to adhere to Department of Health and Human Services COVID-19 requirements.

Please be mindful of health and safety when workers attend your home by exercising social distancing. The TAC also encourages clients to tell home services workers if they are in isolation with a confirmed or suspected case of COVID-19 before the worker attends your property. This will help protect the worker and ensure proper precautions are taken to help reduce the spread of COVID-19.

The TAC does not issue worker permits for those impacted by current restrictions. Please visit the DHHS website for the latest government advice and information about worker permits and permitted workplaces and services.

Will the TAC pay for me to catch taxis instead of public transport during the COVID-19 pandemic?

At present the TAC is not replacing public transport funding with taxis. The TAC encourages client to exercise caution and safe social distancing when catching public transport. The Department of Health provides advice on managing your health and staying safe in relation to COVID-19.

Can I still get support from my case management, outreach services or Network Pain Management Program provider?

To reduce the spread of COVID-19, some service providers are working with their clients over the phone or via video conferencing. Clients should talk to their case manager, outreach service provider or Network Pain Management Program provider to work out a plan that best suits individual needs.

Will the TAC pay for me to attend an online Community Group Program?

No. The TAC cannot fund online Community Group Programs. We encourage you to seek support from family and friends during this time. Or, if you want to attend an online Community Group Program you can do so at your own expense, similar to paying the cost of activities when attending a group program face to face (e.g. movie tickets, bowling, etc.). If you are struggling because of isolation please speak directly with your GP, one of your treating health professionals or your TAC claims manager.

Will the TAC pay for me to attend Community Access Planning online?

No. The TAC cannot fund online Community Access Planning. We encourage you to seek support from family and friends during this time. If you are struggling because of isolation please speak directly with your GP or one of your treating health professionals or your TAC claims manager.

What is the TAC’s position on Independent Medical Examinations and Joint Medical Examinations during the COVID-19 crisis?

With the easing of COVID-19 restrictions, face to face medico-legal examinations (Independent Medical Examinations and Joint Medical Examinations) have resumed.

Where medico-legal examiners are conducting any pre-examination vaccination status checks or COVID Safety procedures to enable a client to attend in person, the TAC has asked examiners to undertake all communication to you at least 5 days prior to the appointment date. This will provide you with as much notice as possible with respect to any specific requirements. The TAC does not hold the vaccination status of clients and it is the responsibility of the examiner to contact and follow up directly with you or your legal representative.

The TAC continues to be supportive of clients and examiners expressing their preference to participate in a medico-legal examination via video-conference (where it is appropriate and reasonable to do so), in place of attending in person.

The TAC’s expectation is that all medico-legal examiners will operate in accordance with the COVIDSafe Principles for Business and have compliant COVIDSafe plans.

The TAC remains committed to delivering client entitlements throughout this time and will work with examiners and clients to facilitate this.