You can have a decision reviewed by the TAC's review manager. This person works independently of the area where the original decision was made. The review manager will consider all the relevant information, including any new information you are able to provide, and will either change or uphold the original decision.
This option is free and it usually takes on average two months, but can take longer if the decision is complex or if further information is needed.
What you need to do
Complete and return the Request for an informal review form. To have a copy of the form sent to you, please call the TAC Customer Service Centre on 1300 654 329.
The informal review process is set out below.
Complete the Request for an informal review form and lodge it with the TAC's Review Manager within 12 months of becoming aware of the claim decision. Either yourself, your representative or a service provider can request an informal review.
TAC Review Manager
GPO Box 2751
Melbourne Vic 3001
The Review Office will contact you or your representative (if possible) to provide you with the opportunity to discuss your request or provide the TAC with any new information.
The Review Office will conduct a thorough and independent review of the decision.
You, or your representative, will be contacted with the outcome of your review. This takes on average 2 months, but can take longer if the decision is complex or when further information is needed.
If you are still unhappy with this decision you can either:
If the review is still in progress 12 months after the date of decision the Review Manager will continue with the review until it is finalised.
What happens if I lodge a request for Informal Review, a Dispute Resolution application and/or an application for review with VCAT?
If you lodge both a request for an Informal Review and a dispute application or VCAT application for review, the TAC Review Manager will contact you to discuss withdrawing the Informal Review request.
Lodgement of an informal review within 12 months of becoming aware of the TAC's decision does not put on hold your review rights at VCAT, which also have a 12 month limit.
If you have lodged an application with VCAT to protect your 12 month VCAT review rights, the TAC Review Manager can still conduct an Informal Review.
Complete the 'Request for an informal review' form and lodge it with the TAC
You will receive an acknowledgement from the review manager within 10 working days
The review office will contact you to discuss the request
The review manager will conduct a thorough review of the decision
You will receive a letter with a decision generally within 2 months
If you are still not happy with the decision you can use the TAC's dispute resolution process or lodge an application for review with VCAT