A future where every journey is a safe one

Changes for providers

Changes to allied health services

If you provide allied health services to TAC clients, we’ve introduced changes to help us better understand our clients’ needs and goals earlier in their recovery process.

In line with changes we introduced last year, TAC clients can continue to access many allied health treatments and services straight away, without contacting us first, as long as they are recommended by a health professional.

But in some cases we will now review these treatments and discuss them with the client earlier in the process. To help inform this review, we may ask you to complete an Allied health treatment and recovery plan. This plan will only apply to some clients and is only needed if we request it.

The Allied health treatment and recovery plan will be easier and quicker for you to complete than previous forms. And it provides information to help us better understand our client’s injuries, treatment needs and goals and how to best support them to get their lives back on track.

If you receive a request for the new plan, you’ll have the option to complete and submit it online.

Once we’ve received the plan we’ll let you know if your patient is approved for further treatment, and how much treatment you can provide.

What you need to do

Continue to set outcomes measures with all TAC clients and monitor their progress. Our Claims Managers or your patient will let you know when we require an Allied health treatment and recovery plan.

If we have requested a plan, any further invoices to the TAC for that patient will not be paid until we have received it. This does not mean we will cease a client’s entitlement to treatment. However, we must receive the Allied health treatment and recovery plan before we can consider payment of any further treatment.

Changes to Home Services

From 1 April 2019, new TAC clients need to contact us for approval before they can access Home Services, which include gardening, cleaning and child care.

This change will allow us to better monitor the provision and effectiveness of these services.

If you provide Home Services

For new requests for services after 1 April 2019, your client will provide you with a letter, email or myTAC message that outlines what Home Services are approved and when this approval expires. Ask your client to show you their approval before you undertake any work.

You can continue providing Home Services to TAC clients you already work for. This change is only for new requests. We’ll contact you if a current client is no longer eligible for Home Services.

What services you should provide

We can only pay for a reasonable level of essential Home Services. These are tasks the client did before their accident if they have no one else at home who can help.

  • Example of essential gardening: Mowing lawns and whipper snippering around driveways, fences and garden beds.
    Non-essential duties: Planting garden beds and painting.
  • Example of essential house cleaning: Cleaning the bathroom and vacuuming and mopping floors.
    Non-essential duties: Steam cleaning carpets and washing walls.

We’ll be looking closely at the Home Services charged to us and will no longer pay for non-essential services. If clients ask you to do non-essential work outside of what’s approved you’ll need to bill them separately. Or clients can contact us to discuss their support needs.

If you use LanternPay to bill for Home Services

Providers will no longer be able to submit invoices via LanternPay for Home Services. This applies to both new and existing clients. There will be no changes to your LanternPay accounts, so you’ll still be able to invoice via LanternPay for other eligible services you provide to TAC clients and access your payment history. However, you won’t be able to submit new invoices for Home Services.

Please send your invoices directly to info@tac.vic.gov.au quoting Home Services and your client's claim number in the subject line and our payments team will prioritise these. Visit tac.vic.gov.au/invoicing to see what information is needed on your invoices.

Removal of medical excess

We have removed the medical excess. For accidents on or after 14 February 2018, TAC clients no longer have to pay a portion of their medical expenses before the TAC covers the costs. Clients can immediately seek treatment without worrying about out of pocket expenses.

Medical excess still applies for clients whose accidents occurred prior to 14 February 2018. Check the medical excess information page to see if excess applies.