If you've been injured in a transport accident, you can expect us to treat you with honesty, dignity and respect at every step. This page explains what you can expect from us, and what to do if something isn't right.
What we stand for
We know that making a TAC claim often happens at one of the most difficult moments of a person's life. We take that seriously. Our commitment is not just to process your claim efficiently — it's to support your recovery, respect your autonomy, and keep you informed every step of the way.
Honesty and respect
We will work with you in a positive, honest and professional manner. We will treat you with dignity and respect at all times.
Clear decisions
We will explain our decisions clearly, including the reasons if we can't pay for something, and your rights to have that decision reviewed.
Keeping you informed
We will keep you up to date. We won't leave you wondering what is happening with your claim, especially when decisions are taking longer than usual.
Privacy and confidentiality
We will treat all information about you in strict confidence, managed in accordance with our Privacy Policy.
Your voice matters
We encourage you to raise concerns and give feedback. It will never affect your claim or the services available to you — and it helps us improve.
Communication your way
We will communicate with you in a way that you prefer. This may be via phone, email, the myTAC portal, or post. We can also work with a translator or the National Relay Service if you need help to communicate with us.
Find out more about our service charter
How we’ll work with you
When your TAC claim is accepted, we will look at your individual circumstances and determine how we can best support your recovery.
You may work with one or more people at the TAC during your recovery and rehabilitation. You may be supported by one claims manager or a team of claims managers. These people may change from time to time.
Throughout your TAC claim, we will review your treatments and supports periodically to make sure they:
- are effective and support your recovery goals
- lead to positive outcomes that will help you manage your injury/s
- 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.
If you are unsure who you should speak to about your claim, call our customer service team on 1300 654 329. They are available between 8.30am – 5.30pm, Monday to Friday.
