We want the best outcomes and experiences for our clients. The way to do this is to work with our clients and learn from their expertise. Client Voice is a way for the TAC to make sure we work with clients in a consistent way that values their contribution.
On this page:
Client Voice framework
5 principles make up the Client Voice framework. When we work with our clients we will:
Together we find a better way.
How we do it
- Ask when we're not sure
- Include everyone's voice, even those that are harder to hear
- Be curious and have a conversation
- Get the whole story
- Value people and work together with respect
- Look for ways to make things better as a team
- Be transparent and balance needs
- Listen, learn and take action
- Tell people how they have made a difference
- Connect people and share their stories and ideas
- Show the value of Client Voice to the community
When it's done well
- People feel valued
- There is the right balance between client and business objectives
- We deliver a service that better meets clients' needs
- People are involved and included
The difference it will make
Together, we will improve the outcomes and experiences of people affected by road trauma.
“People’s needs are better met when they are involved in an equal and reciprocal relationship with professionals and others, working together to get things done.”[i]
There are many good reasons to develop the participation of clients in the work of the TAC. The benefits can be far reaching for individuals, the TAC’s services and policies and the broader Victorian community.
Some of the benefits include:
- We value our clients
- Our clients take part in social and economic activities
- Our clients have an opportunity to develop new skills and build social networks with others affected by road trauma
- We don't make assumptions
- We find a better balance between client and business objectives.
[i] Boyle, D., Slay, J., Stephens, L. (2010) PUBLIC SERVICES INSIDE OUT Putting co-production into practice. London: NESTA. https://media.nesta.org.uk/documents/public_services_inside_out.pdf
Client Voice stories
TAC client David was part of the Client Voice working group. He helped develop the Client Voice framework.
David, TAC client
I've been a client at TAC for 10 years and one month.
I was going for a ride on a nice sunny day.
I landed on the bonnet of a car, rolled down and the car ran me over.
I received a broken back at T4 level, so chest level, 11 broken ribs, broken wrist and collarbone and jaw and ruptured the sac around the heart as well, so it's quite a big impact, they said, but I've got no memory of it and there were no witnesses, so he said he came round the corner and I was already flying towards him.
TAC said they're setting up this Client Voice Program and would I be interested in attending it? I thought, something different, I'll give it a little try and see what it's all
about and it's great.
Lachlan - TAC staff
It's not only for us as an
organisation to get that voice, but the power of getting clients in to hear their voice actually has a huge amount of benefit for them as well.
David, TAC client
Being involved in the project has made me feel like they care about me and makes you feel a bit more important.
Now I know what they do behind the scenes rather than just sit on the end of the telephone and talk to you.
It shows you how they do care about what we do.
There were a lot of people that I never knew and it's really weird the first day we all sort of got together, I sort of sat around and was looking at everyone thinking, I wonder what happened to them and what happened to them? And not even thinking we're all road accidents.
So it's really good.
It's getting to know other people and there are different people out there that have different experiences.
We contact 3,000 clients each year to understand their satisfaction, health and vocational outcomes after a transport accident.
Clients share their stories at staff sessions or we create videos to understand a client’s experience and to engage staff.
Return to work survey
We survey our clients to get their views on return to work after their accident.