What to expect from us
We are here to help you understand the TAC claim process.
While every client’s situation is different, there are common things you can expect from us.
When and how we will contact you
We may contact you at different times to help you access the treatment or support you need:
When you make a TAC claim
You can let us know how you would like to receive information from us. This may be via phone, email, myTAC or post. If you would like to update your preferences, please call us on 1300 654 329.
When we accept your claim
You will receive a claim pack from us via email or post. This pack includes your Claim for Compensation Summary, TAC claim number, and information about what to do next.
To talk about your income
If you have more than 5 days off work because of your accident injuries, we will talk to you about your eligibility for income support.
If we have your permission to contact you by mobile phone, you may get an SMS from us about a self-assessment survey. The SMS will have a link to the survey. The survey takes about two minutes to complete.
We use this survey to understand how you are after your accident and to make sure we give you the right support to help your recovery.
After you get the SMS, you have two days to do the survey. If you don’t complete the survey in this time, our market research agency will call you to do the survey over the phone.
How we manage your claim
We will look at your individual circumstances and decide how we can best support your recovery.
We have many specialist roles at the TAC. The people who perform these roles can provide you with expert support. Depending on your circumstances, you may work with one or more people at the TAC and these people may change from time to time.
If you are unsure who you should speak to, our customer service team (1300 654 329) can help you between 8.30am – 5.30pm, Monday to Friday.
We will check your progress
We will continue to check and review your treatments and supports to make sure they:
- are effective and support your recovery goals
- lead to positive outcomes that will help you manage your injury
- are in line with what we can pay for under the Transport Accident Act 1986.
Sometimes we may ask your health providers to send us more information or a treatment plan. This helps us to understand more about the treatment and support you need. It helps us make decisions about what we can pay for and for how long.
Rights and responsibilities
Our aim is to work with clients, providers and health professionals in a positive, honest and professional manner. We want to ensure clients receive reasonable and appropriate treatment and services for their accident-related injuries.
We have zero tolerance for abuse, neglect or violence. This is towards our clients, their family members, providers and our employees. This page sets out the rights and responsibilities of our staff and our clients.
For TAC clients
- Be safe from abuse
- Be treated with dignity and respect at all times
- Have your privacy respected
- Access high-quality care and support
- Make informed choices and be in control of your care and support
- Have information presented to you in a language or format you can understand
- Have your ethnic, cultural and religious practices respected
- Provide feedback or make a complaint.
- Communicate with courtesy and respect
- Be truthful when providing information to the TAC
- Keep us up to date with any changes in your life that might affect your care and support
- Play an active role in your recovery or rehabilitation and accept responsibility for any decisions or actions you take
- Ask for an explanation of any information you don't understand.
For TAC staff
- Respect your privacy
- Work with you in a positive, honest and professional way
- Treat you with dignity and respect
- Give prompt answers to your questions
- Help you solve your issues
- Keep you up to date with any decisions that might affect your treatment or support.
- Be treated with dignity and respect
- Refuse to work with a person who is abusive, threatening or under the influence of alcohol or drugs
- Be called by their preferred name
- Be listened to.