Resolving your issues

Providing a quality service to our clients is of utmost importance to the TAC. 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.

Having a TAC decision reviewed

If you don't agree with a TAC decision, your first step should be to call the TAC. In most cases, issues can be resolved at this point.

If you still disagree with the decision, there are three ways you can have it reviewed:

  • Ask the TAC to conduct an Informal review
  • If you have legal representation, speak to your lawyer about the dispute resolution agreement between the TAC, the Law Institute of Victoria (LIV) and the Australian Lawyers Alliance (ALA)
  • Request a review of the decision by the Victorian Civil and Administrative Tribunal (VCAT).

Please note, the TAC cannot run all appeal options at the same time.  

The TAC's complaints process

If you are dissatisfied with the TAC's level of service, a good place to start is to speak to the person you have been dealing with, as they will understand your issue. If you don't feel comfortable with that you can:

  • Ask to speak to their manager, or
  • Use the TAC complaints form. This form can be sent to the TAC via mail, fax or email.

What the TAC will do to help resolve your issue

The TAC staff member you talk to will work with you to resolve your issue. If you are still dissatisfied with their response, they will refer the matter to the TAC Complaints Office. The TAC Complaints Office is independent of the claims decision making process. A member of the Complaints Office will document your concerns, follow up your complaint and ensure that you are notified, either in writing or by phone, of the action taken and the outcome.

If you are still not satisfied with how the TAC has managed your issue

For issues that are about the TAC's level of service and how we deal with you, you can discuss this further with a representative of the office of Ombudsman Victoria. You can contact Ombudsman Victoria on 03 9613 6222 (toll free - 1800 806 314) . The Ombudsman can investigate complaints made about the administrative actions of Victorian government bodies, such as the TAC.