System upgrade - myTAC app and portal affected
We are upgrading our systems to help you get the treatment and services you need more quickly.
This means that you will not be able to register for myTAC or use the forgot password and username function from Friday 22nd of February 2019 at 6pm to Monday 25th of February 2019 at 7am.
All other functions of myTAC will operate as normal.
We apologise for any inconvenience this may cause.
Easily manage your TAC claim online using our mobile app and web portal. myTAC enables you to submit reimbursement forms, send us an enquiry and learn about what services you can access without having to call us first.
Have some questions? Watch this short video to find out more about myTAC
Frequently Asked Questions about myTAC
How do I register to use myTAC?
How do I register?
You can register yourself on the app or in the web portal by using your TAC claim number and a few personal details like your address, date of birth and phone number.
Once you enter these details, you’ll be asked to follow the simple self-registration process to set up your online account.
If you can’t find or don’t remember your TAC client number, please call us on 1300 654 329 and we can help you between 8.30am and 5.30pm Monday to Friday.
Can I still use myTAC if I have forgotten my claim number?
If you have forgotten your claim number please call us on 1300 654 329 and we will help you.
Who can use myTAC
Who can’t use myTAC?
myTAC is only available to clients who are over the age of 16 with an accepted TAC claim.
myTAC has been developed for TAC clients only, which means in most cases your authorised representative or family member will not be able to use myTAC on your behalf. If you are unsure if your claim is eligible to use myTAC, or have questions about who can use it on your behalf, please call us on 1300 654329.
Can existing clients register for myTAC?
Yes. myTAC is available for existing TAC clients. If you have a valid claim and a claim number you can register for myTAC now. If you’re having problems registering, please call us on 1300 654 329.
Is the app designed for Vision Impaired clients?
Yes, myTAC has been designed so it can be used with a screen reader.
Managing multiple claims
I have multiple TAC claims. Can I manage them all on myTAC?
Yes. You can manage all of your TAC claims under one login using the same registration details. If you have multiple claims you will see them on the screen after you have registered and logged in for the app.
Can related claims/family claims be managed under the same login?
If you have more than one claim registered to yourself, you will be able to them under the one log in and with one password.
However, you will not be able to manage another person's claim or see their claim information. We do this in accordance with the Privacy Act and to keep each TAC client's information safe and secure.
Help and support
Who should I call for support if the app or website isn’t working?
If you’re having trouble using myTAC please call us on 1300 654 329. We’re here Monday to Friday, 8.30pm to 5.30pm. You can send us a web message via myTAC anytime.
What are the benefits of managing a claim online?
Using myTAC puts you in charge of your claim. It is easy to use and will save you time. It enables you to manage simple claim tasks anywhere, anytime, without us interfering.
Through the app and web portal you can now upload reimbursement forms, documents and send receipts when it’s convenient for you. No more posting or faxing in medical certificates and receipts, you can do it all online in a few simple steps.
You can also send and receive messages from us, update your personal contact and bank details and search for health and service providers who are close to you.
What can I do to manage my claim using myTAC?
You can perform these tasks online using myTAC:
- Manage your details: Update and change your personal and banking details.
- Send us an enquiry: Send us messages and we’ll get back to you via your own online inbox.You’ll receive a notification on your phone when we send you something.
- Services: See what treatment and support services you can access without needing to contact us for approval first.
- Search for Providers: Locate nearby health providers using Google Maps.
- Forms and Documents: Upload and submit forms, receipts and documents by submitting a photo or file.
Why can’t I manage all of my claim online? Why do I still need to do some things over the phone?
myTAC provides an option for you to complete basic tasks relating to your claim online.
There are some tasks that you’ll need to call us about. Please call us on 1300 654 329, our staff are available Monday to Friday 8.30-5.30.
You can also use the message service on myTAC to send us an enquiry when it suits you.
Which devices can I use the myTAC app on?
You can use the myTAC app on any mobile device. If you prefer to manage your claim through a website or on your desktop and don’t want to download the app, you can log in via our website
Can I use the app at the same time as the online portal?
Yes, you can log in with the same registration details on any device and access your claim. As long as you remember your password, you can log in anywhere, anytime on a desktop or a mobile. The same registration details will enable you to log in on all devices.
For example, if you have tasks you want to complete at work you can log in via our website. If you’re at home or on the bus, you can use the app on your mobile device.
How do I get the app on my phone?
Changing and updating personal details
I want to change my bank details before the next payment run, will they update immediately?
Once you click ‘submit’ your bank details will update immediately in your myTAC account. However if bank details are changed less than two days before a payment is due to be issued the payment will be made into the old account.
If you want to change your bank details within two days of when a payment is due to be issued you will need to call us on 1300 654 329 to have them changed immediately.
Data and security
I have lost my phone, is my data safe?
Using myTAC does not compromise the security of your claim information. The password and registration process has been built to ensure your personal data is always safe and secure.
What are the terms and conditions?
Before using the app you must accept our terms and conditions. To read the myTAC terms and conditions click here.
What should I do if someone has gained access to my myTAC account?
If you are concerned about the security of your myTAC account please call us on 1300 654 329.
You can also reset your password by following the prompts on the screen.
What do I do if my app isn’t working?
If you are having trouble using the app please call us on 1300 653 329. We are available Monday to Friday, 8.30-5.30.
Treatment and support
Are the treatments listed in the ‘services’ screen the only things that the TAC pay for?
The treatments listed in the 'services' screen are a list of the approved treatment and support services we can pay for to help you recover.
We can pay for the reasonable cost of some other medical treatment, rehabilitation services, disability services, travel and household support services that you may need. Learn more about the other medical and support services we can pay for that are not listed here or on myTAC.
If you cannot work because of injuries sustained in a transport accident we can also provide temporary income support. Read more about work and income.
Will I pay for the treatment myself or does the provider bill the TAC directly?
In most cases your provider will send the invoice for your treatment directly to us to pay for you. However, if they ask that you pay for the service yourself, you can request a reimbursement from us after you’ve paid. Just make sure you have an itemised receipt that you can send to us.
You can submit your receipts using the 'forms and uploads' section of myTAC.
How do I get reimbursed if I have already paid for the service myself?
We can reimburse you if you have paid for the treatment service yourself. To be reimbursed, visit the 'forms and uploads' section of the app.
We can only reimburse you if you upload a photo of your receipt when you complete your reimbursement form. The receipt must be itemised and displayed clearly in the image.
If you accident was on or before 14 February 2018, you might need to reach a medical excess before we can reimburse you. To find out what the medical excess means click here.
What do I do if I need to catch a taxi to get to my appointment?
The TAC can pay for travel costs associated with you accessing the treatment and support services you need.
We can reimburse you if you’ve paid for travel (within Australia) to and from:
- A medical service
- An approved rehabilitation service
- An approved program of disability service
- An approved vocational rehabilitation service.
If you need more information about what kind of travel expenses we can pay for.
Can I choose any health provider I like, or will you select it for me?
We won’t choose a health provider for you, it’s up to you to select one that is right for you.
How many treatments can I have that the TAC will pay for?
In most cases we will keep paying for your treatment and support services as long as they are related to your transport accident and are helping you recover.
Sometimes we will request a treatment plan from your health provider. We will talk to you about this before we do it..
Does the TAC pay the full amount of treatment costs?
What can’t the TAC pay for?
Things we can’t pay for include:
- Treatment or services unrelated to your accident.
- Treatment for a medical condition or injury that you had before your accident or that is not a direct result of your accident.
- Treatment or services provided outside of Australia.
- An outstanding account for treatment of services that were paid for more than two years ago.
- Travel costs that are not related to your TAC claim
If you aren’t sure whether we will pay for a particular treatment or service you need please call us on 1300 654 329.