For disability service providers

Suspect neglect or abuse of our clients?

The Transport Accident Commission (TAC) has a dedicated phone number and web page to assist people to report abuse, neglect or quality of care issues of people with a disability.

Phone: 1800 931 233

The report line is open 9am to 5pm Monday to Friday. The TAC encourages clients, family, carers and service providers to call or visit if they have concerns for any TAC client.

This is a referral and information service, in an emergency always call 000.

Zero tolerance to abuse

Quality care for our clients

The TAC takes a zero tolerance approach to the neglect and abuse of our clients.

Our disability providers are required to complete a robust registration process to ensure they provide a high standard of care to our clients.

The registration process outlines the standards we expect from our providers to support a person's human rights, indepedence and commitment to the principles of zero tolerance to abuse and neglect.

We also have a handy document that outlines the complaints communications process for complaints about providers or service to our clients:

How we monitor care

We have two teams at the TAC that monitor the quality of care our clients receive. These teams operate to a framework of ‘Prevent, Detect, Respond’ and subscribe to the National Disability Services and the disability sector Zero Tolerance of abuse framework.

Care Assurance

Our Care Assurance team aims to educate and empower clients and their families to understand what care they should expect from disability care providers.

A team of Care Assurance specialists travel across Victoria and interstate to visit clients in residential care and in home settings to discuss any concerns about care provision.

Disability Provider Quality Assurance

Our Disability Provider Quality Assurance (DPQA) team oversees our registration process, ensuring disability providers meet our compliance criteria and quality standards. They manage serious incident reports, and concerns and complaints about Attendant Care, and Shared Support Accommodation providers.

The DPQA team also plays a key role in educating providers and promoting continuous improvement.

Serious Incident Reports

Reporting serious incidents and alleged abuse of TAC clients is mandatory for our registered disability service providers.

By reporting and analysing serious incidents, our disability service providers can reflect on the care they provide our clients and consider how to continue improving these services.

Provider News

To keep you informed, we highlight news and information that impacts our health professionals and service providers.

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Fire risk prevention - training for providers

The fire risk prevention training aims to strengthen fire awareness for disability support workers and is a mandatory requirement within the disability provider registration.

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Attendant Care

Our attendant care providers support clients to achieve their independence goals in daily living activities, therapy support, personal and domestic skills retraining and community access skills.

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Home Help

Home services are regular domestic tasks such as house cleaning and gardening. These services are available to people with a disability.

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Nursing services can be essential in helping our clients recover from their transport accident injuries. Nursing services can include in-home consultations, specialist training and treatment in the community.

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Independence - An Overview for Providers

The TAC's Independence model is based on person centered planning, focusing on clients' needs, abilities and strengths and supporting clients' inclusion into the community – immediately and in the longer term.

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Invoices, Payment and Policies

Use LanternPay for fast processing and next-day payment, or you can invoice us manually for weekly payment. Payment is made according to our approved fee schedules and provider guidelines.

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Individualised Funding

Individualised Funding enables our clients to organise and pay for the services they need to achieve their goals and maximise their independence after an accident.

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