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. Due to the coronavirus situation many TAC staff are working remotely. This means we have made some changes to the way 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

Phone lines - urgent calls only

We recommend that you only call 1300 654 329 for urgent matters. You can leave us a voicemail message. Our staff will monitor messages and call you back as soon as possible.

For all other matters, please follow the steps below.

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

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

Due to the coronavirus situation we have different options for how to you can contact us. We will respond to all requests as quickly as possible, but you may experience delays given the current situation.

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

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.

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.

What is the TAC’s position on elective surgery?

We’re advising physicians, surgeons and the hospitals providing treatment that they are responsible for following the government regulations and letting their patients know about the status of their surgery.

If you have a question about your own surgery, please contact your treating physician, surgeon or hospital for more information.

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

To reduce the spread of COVID-19, most case managers and all outreach service providers have stopped working with clients face to face where possible. During this time 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. Also, remember that a lot of service providers may be working with less staff or might need to prioritise other clients during the pandemic, so please be patient with your provider.

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?

Following changes to the Victorian Government’s coronavirus restrictions announced on 18 October, the TAC recognises that medico-legal examinations (Independent Medical Examinations and Joint Medical Examinations) may now be conducted via video-conference or face to face. Where a physical examination is necessary then these can now occur as part of a face to face examination.

The TAC will continue to support medico-legal examinations being undertaken, where appropriate, by video-conference or desktop assessment.

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

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