A future where every journey is a safe one

Changes for providers

Changes to Home Services

From 1 April 2019, Transport Accident Commission (TAC) clients will no longer be able to receive Home Services (gardening, cleaning and child care) without contacting us first. This means that TAC clients who want Home Services will need to call the TAC and get approval before you can provide Home Services.

Why are we doing this?

We pay for domestic tasks that clients completed before their transport accident but are currently unable to do, to assist in their recovery. Last year we made changes to make it easier for our clients to access the services they need. Since these changes, we’ve noticed a significant increase in home services provided without a noticeable improvement in our clients’ recovery.

To better monitor the provision and effectiveness of Home Services, clients will need to contact us before accessing these.

What this means for you

For new requests for services after 1 April 2019, your client will provide you with a letter, email or myTAC web 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.

Current TAC clients

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 or cleaning gutters.

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

Home Service providers will no longer be able to submit invoices via LanternPay for Home Services, as you can only use LanternPay for billing pre-approved services.  There will be no changes to your LanternPay accounts - you can still access your payment history in LanternPay, 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.