Finding and choosing a provider

This information aims to help you find and choose a provider.

When should I start?

We encourage you to choose your providers as soon as possible. These people provide you with services and supports that you need, so it is important to start working with them as soon as you can.

Your TAC Claims Manager can help you decide on the best provider for you, while you are still in hospital.

Once you are aware of your approved services, you can choose other providers and supports based on what you need at that time.

Your TAC Claims Manager is with you along the way. They can help you decide on the best provider to work with you, to help you reach your goals.

Why do I need to choose my own provider?

When you find and select your own provider, you are more likely to choose someone that you feel comfortable with, and who will work with you the way you want.

You can decide if they are the right match for you and your needs, and you will know what to expect from them in return.

It also means you will have direct contact with them.

This makes it easier to provide feedback, and to make changes to the service they provide if your needs change.

What providers can I choose?

The most common types of providers that you might choose are:

  • Attendant carers, who come to your home on a regular basis. These providers need to be registered with the TAC before they start providing services to you. If you need help to find an attendant carer, visit our page on attendant care for more information.
  • Therapists such as physiotherapists, occupational therapists, and speech therapists.

Speak with your Claims Manager to understand what the TAC will pay for, specific to the support you need.

Choosing a provider

Once you have found a possible provider, you should find out if they are the right match for you and what you need.

You can arrange to do this in person or over the phone.

You can use the TAC question guides to help you choose an attendant care agency, therapist or other provider.

You might also provide them with a copy of your MyPlan and approved services. This can help them understand:

  • The things that are important to you.
  • The things you want to do.
  • The types of services and hours the TAC has agreed to pay for.

Working with a provider

Once you have chosen your provider, you can agree on a date to start working together.

The provider will send their invoice to us for payment. If they charge more than the TAC rate, there may be a gap fee you need to pay. This is a question you can ask when choosing a provider.

If you are working with an attendant care provider, they may give you a service agreement. This outlines what services they will provide and how they will work with you.

Once you have started working with your provider, you might like to talk to your TAC Claims Manager to let them know how you are going.

What should I expect from a provider?

It is important that you feel respected by your providers. You have the right to tell your providers the things that are important to you.

You want to feel comfortable to raise questions and concerns with them. You also have the right to tell your providers how you would like to communicate.

Your Claims Manager can help you share your story with your providers.

Providers must follow privacy rules. This means they should not share your personal information with anyone else without your permission.

If you have concerns about your privacy, speak to your provider about their privacy policy and rules.

Can I change my mind once I have chosen a provider?

You have the right to change your provider if you are unhappy with the service or support you are getting.

In this case, you will need to agree on when they will stop providing your support.

Your TAC Claims Manager can provide you with more information on this.