Information for TAC clients

Updated Tuesday, 7 April 2020

The TAC is closely monitoring the rapidly changing COVID-19 (coronavirus) situation.

We continue to work with government, health agencies and our providers to ensure TAC clients receive the care they need with minimal disruption.

The Department of Health website is regularly updated with coronavirus news and advice, current facts and figures, key contacts and phone numbers.

If you need COVID-19 information in your own language, please visit the Department of Health and Human Services (DHHS) website for translated information.

The DHHS website also has information about the symptoms of coronavirus.

If you are a TAC client, please check this page for updates.

If you suspect you may have coronavirus, please call the Department of Health and Human Services dedicated hotline on 1800 675 398. Only use Triple Zero (000) for emergencies.

Look after your mental health and wellbeing

If you're not able to go out at the moment, there are great digital mental health services available. We've put together a range of resources that are available for all TAC clients.

Psychologists from the TAC's clinical Panel have also put together some information about how to look after your mental health during the pandemic.

How to contact the TAC

As a precautionary measure, many TAC staff are working remotely.

Due to this situation we have some different options for how you can contact us.

We will respond to all enquiries as quickly as possible, however you may experience delays.

We appreciate your patience and ask if you can minimise repeat calls or requests about the same enquiry.

1. Use our myTAC app or web portal to send and receive messages. You can also send us documents, receipts and requests for reimbursement

2. Use the Contact us online form

3. If you have a direct line for your TAC claims manager you can contact them on that number.

Phone lines - urgent calls only

We recommend that you only call 1300 654 329 for urgent matters. You can leave us a voicemail message. Our staff will monitor messages and call you back as soon as possible.

Frequently asked questions

If you have questions or concerns about accessing your usual essential supports (such as attendant care services, medication, disability aids and equipment) please contact your provider in the first instance.

New FAQs

Will the TAC pay for the delivery of pharmacy items?

The TAC can pay for medication to be delivered to your home if you are unable to attend a pharmacy due to your transport accident injuries.

If you cannot visit a pharmacy because you are self-isolating due to COVID-19, you should consider home delivery options through local pharmacies or the government's Home Medicines Service.

Will my home services program continue during COVID-19?

The TAC is still funding home services during the pandemic, unless government guidelines change. Please be mindful of health and safety when workers attend your home by exercising social distancing. The TAC also encourages clients to tell home services workers if they are in isolation with a confirmed or suspected case of COVID-19 before the worker attends your property. This will help protect the worker and ensure proper precautions are taken to help reduce the spread of COVID-19.

Will the TAC pay for me to catch taxis instead of public transport during the COVID-19 pandemic?

At present the TAC is not replacing public transport funding with taxis. The TAC encourages client to exercise caution and safe social distancing when catching public transport. The Department of Health provides advice on managing your health and staying safe in relation to COVID-19.

Will the TAC fund thermometers so I can screen TAC-funded service providers for COVID-19 before they come into my house?

Legislation prevents the TAC funding items that are not a direct claim cost. If you are worried about the impact of COVID-19 on your TAC-funded service, you should talk with your service provider in the first instance.

The Department of Health provides advice on managing your health in relation to COVID-19.

Will the TAC tell other service providers my COVID-19 status?

The TAC is required to work within privacy laws. This means if a service provider asks the TAC for your COVID-19 status the TAC has to follow strict processes which may or may not allow the TAC to tell service providers this information. The TAC encourages clients to talk to all of their providers about their COVID-19 status to ensure the health, safety and wellbeing of all clients and service providers.

Can I still get support from my case management, outreach services or Network Pain Management Program provider?

To reduce the spread of COVID-19, most case managers and all outreach service providers have stopped working with clients face to face where possible. During this time some service providers are working with their clients over the phone or via video conferencing. Clients should talk to their case manager, outreach service provider or Network Pain Management Program provider to work out a plan that best suits individual needs. Also, remember that a lot of service providers may be working with less staff or might need to prioritise other clients during the pandemic, so please be patient with your provider.

Older FAQs

Is there income support available from the TAC if I lose my job or am asked to take unpaid leave?

Please contact us to discuss your individual circumstances. The income support you may be eligible for will depend on a range of factors including (but not limited to):

  • the type of support you can get from your employer
  • your capacity to work, and
  • whether the need to stop working is related to your accident injuries.

There is state and federal support available for people whose employment changes because of the coronavirus situation. Some helpful links are provided below.

You should notify Centrelink if you are receiving TAC and Centrelink benefits at the same time. If not, you may risk a Centrelink debt.

Federal Government support:

Victorian Government support:

What should I do if my certificate of capacity is about to expire?

To consider paying ongoing LOE or LOEC benefits, we will require an updated certificate of capacity if you have a reduced capacity to work due to your accident injuries.

Please contact your GP or physician to discuss your current situation and capacity for work.

If you are unable to attend your GP in person, you can ask if they will offer a telehealth appointment.

Due to the coronavirus situation, the TAC will fund temporary telehealth items for services provided by medical specialists, such as GPs, consulting physicians and psychiatrists. Payment will be made at the MBS rate.

If you require a brief extension to the due date of your certificate of capacity, please contact us to discuss your individual circumstances.

Will the TAC pay for telehealth?

The government recently announced a temporary expansion of telehealth MBS items to help reduce the risk of community transmission of COVID-19 and provide protection for patients and health care providers.

The TAC will fund these temporary telehealth items for services provided by medical specialists, such as GPs, consulting physicians and psychiatrists. Payment will be made at the MBS rate.

We are considering the expansion of telehealth services to other health services, including physiotherapy and occupational therapy, to help TAC clients access the critical services they need at this time.

Please continue to check this page to keep up to date with changes to telehealth.

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Can I get an extension to a treatment or service approval because of the coronavirus situation?

If you need an extension to a treatments or service, please contact us to tell us about your needs.

Due to the coronavirus situation we have different options for how to you can contact us. We will respond to all requests as quickly as possible, but you may experience delays given the current situation.

How do I get approval for a treatment or service?

You will need to contact us if you need approval for a treatment or service. Due to the coronavirus situation many TAC staff are working remotely. This means we have made some changes to the way you can contact us.

1. Use our myTAC app or web portal to send and receive messages. You can also send us documents, receipts and requests for reimbursement

2. Use the Contact us online form

Phone lines - urgent calls only

We recommend that you only call 1300 654 329 for urgent matters. You can leave us a voicemail message. Our staff will monitor messages and call you back as soon as possible.

For all other matters, please follow the steps below.

I’m worried that equipment supplies or hygiene products might run out – what can I do?

We encourage you to maintain supplies of the items you need to manage your health and injuries. However, please be mindful of others and do not stockpile items more than you need to.

You can talk to your providers and equipment suppliers about ordering what you need and whether there are any supply issues.

I’ve sent a message through the website or myTAC – how long will it take for someone to get back to me?

We will respond to all enquiries as quickly as possible, however you may experience delays. At this stage it is not possible to say exactly how long it will take to respond to messages.

It will help us respond more quickly if you can minimise repeat messages about the same enquiry.

We appreciate your patience in these challenging times.

Will the TAC still do face-to-face meetings?

To help reduce the risk of infection and slow the spread of the coronavirus in Victoria, we are following advice from the Department of Health.

Unfortunately, this means that until further notice we are unable to meet with any of our clients in person. If this relates to you, your case manager will be in touch to discuss ways we will be keeping in touch to ensure you get the support you need.

Will the TAC pay for my health provider to visit me at home?

The TAC will consider requests to fund home visits if a TAC client needs to access essential health services, but is isolating themselves at home on advice from a medical practitioner, or they are a patient in a vulnerable group*.

As is our current practice for all TAC funded treatment and services, the need for a home visit must:

  • relate to the TAC client’s transport accident injuries
  • be reasonable, according to the Transport Accident Act, 1986
  • be clinically justified and outcome focussed.

*Vulnerable groups are people aged over 70, Aboriginal and Torres Strait Islander people aged over 50, people with chronic health conditions or those who are immunocompromised

What can I do to prepare?

Now is a good time to think about any essential supports you need and whether there are any services you can’t live without.

If you need to, please talk to your service providers and health professionals and develop a plan to make sure you can look after your health and safety.

How is the TAC responding to the coronavirus situation?

We are closely monitoring the rapidly changing COVID-19 (coronavirus) situation and taking the necessary steps to prepare for any potential impact to our clients, their providers and our staff.

As a precautionary measure, many of our staff are working remotely.

To help reduce the risk of infection and slow the spread of coronavirus in Victoria, the TAC is following advice from the Department of Health.

This means that until further notice TAC staff will not meet with TAC clients in person. We will use other appropriate channels to maintain contact and give our clients the ongoing support they need.

We also have business continuity plans in place to ensure that we can continue to support our clients and providers, regardless of where our staff are working.

We continue to work with government, health agencies and our providers to make sure our clients receive the care they need with minimal disruption.

Are TAC clients eligible for the Federal Government’s $750 funding package?

The Federal Government’s One-off Economic Support Payment is not specifically aimed at TAC clients.

However, any TAC client who meets the Government’s requirements may be eligible to receive this payment.

Please visit https://www.dss.gov.au/about-the-department/covid-19-information-and-support to check what criteria the Government will use to decide if you are eligible.