How you can communicate with us

As a TAC client, you can decide how you would like hear from us.

We are here to help you navigate the TAC claim process in a way that works for you.

You may receive information from us in a number of ways, including by phone, SMS, via the myTAC app, email and/or printed letters and brochures, depending on your communication preference.  If you would like to update your communication preferences, please call us on 1300 654 329.

What you can expect from us

Based on your individual circumstances, you will receive information or hear from us at different times to help you access the support you need to get back on track.

At claim lodgement

You can let us know how you would like to receive information from us (e.g. via myTAC, email, SMS or post).

After claim acceptance

You will receive a claim pack from us. This pack includes a record of your claim number, contact information and details on services that you can access immediately, along with other useful information.

Help us understand what you need

If we have your permission to contact you by mobile phone, you may get an SMS from us that asks you to complete a self-assessment.

This is a two-minute survey that will ensure you receive the right support from the right team, to help your recovery.

Access to your online self-assessment is available for two days. If you do not complete the survey within this time, we will contact you for a quick chat.

How to complete your self-assessment

To do your online self-assessment, you can:

  1. Click the secure link in the SMS message sent to your registered mobile number: mytac.vic.gov.au/myneeds. This will take you to a login page for your self-assessment.
  2. Visit the myTAC portal or open the mobile app. Click the 'Complete your self-assessment' button at the bottom of the login page.

If you are already logged in to myTAC, you will need to log out before starting.

If you need help completing this, please call us on 1300 654 329.

Tell us what’s important to you

After you complete your self-assessment, you may be contacted by phone or SMS to answer some more questions about your recovery.

This will help us understand more about how you are going following your accident, if anything has changed, and what help you need to get back on track.

You can ask for a copy of this information from your TAC contact, or the TAC Freedom of Information team.

Manage your claim

Easily manage your TAC claim online using our mobile app and web portal. myTAC enables you to submit receipts and reimbursement forms, send us a quick question, and learn about the services you can access, all without having to call us first.

Ongoing support

Depending on your individual circumstances, you may work with one or more contacts at the TAC, such as a Relationship Manager, Support Coordinator, Rehabilitation Coordinator or Specialist Coordinator, to help you get the support you need.

These areas of support can include:

  • Work and other vocational opportunities
  • Supporting your wellbeing
  • Supporting your independence
  • Linking to community and other support networks
  • Understanding and accessing impairment benefits and Common Law compensation.

You can also contact us with any queries, or if you need additional support, using the myTAC app or portal, or call us on 1300 654 329.