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Complaints and compliments

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Your feedback plays an important role in helping us to monitor, evaluate and improve our service to the community.

If you would like to send a complaint or compliment to the TAC, you can:

More information about our complaints and compliments process is below.

The TAC's complaints process

    The TAC's commitment to resolving your issues

    The TAC is committed to providing a quality service to our clients and members of the community.

    If you are a TAC client, the TAC Service Charter sets out the service levels you can expect from the TAC and how we can work together to best meet your needs and support your recovery.

    We know things don't always go the way they should. When you raise an issue with us, we'll address it as quickly as possible. In the event that it takes longer to investigate and respond to your concerns we'll be sure to keep you regularly updated.

    How we work together

    The Complaints team at the TAC will work with you in a positive, honest and professional manner and we encourage you to engage with us in the same way.  We value your feedback and we will do everything we can to help you with your concerns.

    Who you should contact if you are dissatisfied with our service

    The TAC has a three step approach to assisting with complaints.

    A good place to start is to speak with a Customer Service Officer or a TAC Claims staff member who can help resolve your concerns.

    If you remain dissatisfied, you can ask to speak to their Team Manager. If you would like to take your complaint further, you can ask the TAC’s Complaints Team to investigate.

    We will acknowledged and/or respond to written complaints within 10 business days. We aim to resolve your concerns as soon as possible.

    We may refer complaints back to a Team Manager if appropriate.

    What the TAC's Complaints Team will do to help resolve your issue

    When the TAC’s Complaints Team receives a complaint, a Complaints Specialist will:
    • Document your concerns,
    • Investigate your complaint,
    • Keep you up to date, and
    • Make sure we let you know about the action taken and the outcome.

    If you are still not satisfied with how the TAC has managed your issue

    For issues about the TAC's level of service and how we deal with you, you can talk to a representative of the office of Ombudsman Victoria.

    The Ombudsman can investigate complaints made about the administrative actions of Victorian government bodies, such as the TAC. The TAC cooperates with all enquiries made by the Ombudsman Victoria.

    You can contact Ombudsman Victoria on 03 9613 6222 (toll free - 1800 806 314).

    If your complaint is about a claims decision, click here for more information about your options.

    What to do if you have a complaint about a TAC advertisement or sponsorship

    You can call the TAC on 1300 654 329 and ask to speak to someone about your issue, or you can lodge a complaint with the TAC.