A future where every journey is a safe one

Working together

We have zero tolerance for abuse, neglect or violence. This is towards our clients, their family members, providers and our employees.

On this page, we set out the rights and responsibilities of TAC clients and our staff.

As a TAC client, you have the right to:

  • Be safe from abuse
  • Be treated with dignity and respect at all times
  • Have your privacy respected
  • Access high-quality care and support
  • Make informed choices and be in control of your care and support
  • Have information presented to you in a language or format you can understand
  • Have your ethnic, cultural and religious practices respected
  • Provide feedback or make a complaint.

As a TAC client, you have a responsibility to:

  • Communicate with courtesy and respect
  • Be truthful when providing information to the TAC
  • Keep us up to date with any changes in your life that might affect your care and support
  • Play an active role in your recovery or rehabilitation and accept responsibility for any decisions or actions you take
  • Ask for an explanation of any information you don't understand.

Our staff have the right to:

  • Be treated with dignity and respect
  • Refuse to work with a person who is abusive, threatening or under the influence of alcohol or drugs
  • Be called by their preferred name
  • Be listened to.

Our staff have a responsibility to:

  • Respect your privacy
  • Work with you in a positive, honest and professional way
  • Treat you with dignity and respect
  • Give prompt answers to your questions
  • Help you solve your issues
  • Keep you up to date with any decisions that might affect your treatment or support.

Client Voice

Client Voice is a way for the TAC to make sure we work with clients in a consistent way that values their contribution.

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Your privacy and the TAC

The TAC respects your privacy and treats this issue very seriously.

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How you can communicate with us

As a TAC client you can choose how you would like to communicate with us. This section explains the different ways available to you.

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If you disagree with a decision

This section shows you what to do if you want a decision on your TAC claim reviewed and what to do if you are dissatisfied with the level of service you have received from the TAC.

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TAC Service Charter

Information about the standard of service you can expect from the TAC.

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Quality and safeguards

The TAC recognises that universal human rights and protections apply to all TAC clients and we support our clients to exercise these rights.

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Complaints and compliments

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

There are a number of ways you can send a complaint or compliment to the TAC.

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Client surveys and feedback

If you are a TAC client you might be asked to complete a survey or provide feedback.

This will be by email, SMS or by phone when we have your permission.

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How to get a copy of your TAC documentation

There are two ways you can ask the TAC for information about your TAC claim.

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Do you need to report abuse or neglect by a TAC funded service?

Information about the standard of service you can expect from the TAC.

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The TAC and the NDIS

We are working with the NDIA to identify any TAC clients who might be eligible for NDIS support.

View as PDF

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