The TAC has partnered with nine physiotherapy clinics to deliver the Enhanced Recovery Program. If you would like to participate, you can contact one of these clinics:

Advance Healthcare, Boronia:
03 7009 5663 or physioadmin@advancehealthcare.com.au

Advance Healthcare, Bundoora:
03 7009 5663 or physioadmin@advancehealthcare.com.au

Advance Healthcare, Dandenong:
03 7009 5663 or physioadmin@advancehealthcare.com.au

Advance Healthcare, Geelong:
03 7009 5663 or physioadmin@advancehealthcare.com.au

Symmetry Physiotherapy, Altona Meadows:
03 9360 9744 or manageraltonameadows@symmetryphysio.com.au

Symmetry Physiotherapy, Hoppers Crossing:
03 9369 4999 or managerhoppers@symmetryphysio.com.au

Symmetry Physiotherapy, Port Melbourne:
03 9645 2183 or portmelbourne@symmetryphysio.com.au

Symmetry Physiotherapy, Taylor's Lakes:
03 9390 8488 or managertaylorslakes@symmetryphysio.com.au

Top to Toe Health, Lower Templestowe:
03 9850 7720 or reception@toptotoe.com.au

A physiotherapist will then contact you to complete an initial assessment to confirm your suitability for the program. If you commence the program, you will be asked to complete a questionnaire four times in an online digital platform. This will take place at the start, middle, end and after completion of the physiotherapy program.

An SMS message will prompt you to do this. You can use your own device in the comfort of your home. Each questionnaire should take about 20 minutes.

The information you share during the program will be securely stored in a digital platform called ZEDOC, which has been assessed by the TAC’s privacy team.

Your questionnaire responses will help your physiotherapist and the TAC:

• understand how your injury is affecting you now and over the course of your treatment
• deliver treatment tailored to your individual needs
• identify any issues that could impact you long-term, so you can take steps early to address them

Your responses will also give insights on the most effective treatment options to help you and future TAC clients.

If you have commenced the Enhanced Recovery Program and do not wish to continue, please advise your physiotherapist.

The Real Time Feedback Program is designed to measure client satisfaction and feedback based on a phone call interaction with the TAC.

TAC clients may be contacted by SMS within 24 hours of a successful phone call with the TAC to take part in a quick online survey.

This is a 2 – 3 minute survey. Participation is voluntary.

The feedback provides targeted, timely information for improvement purposes.

For any questions about the Real Time Feedback Program, please contact the Client Insights Team by email at clientinsights@tac.vic.gov.au

Initial self-assessment

Once your claim has been accepted you may be contacted by phone or SMS to complete a self-assessment. This is a two-minute online survey that will ensure you receive the right support from the right team, to help your recovery.

If you receive an SMS, a secure website link https://mytac.vic.gov.au/myneeds will be in the message. This will take you to a login page for your self-assessment. If you are already logged in to the myTAC portal or mobile app, you will need to log out before starting.

We may contact you again once your responses have been received if further information is required.

Your answers will help us understand more about how you are going following your accident, if anything has changed, and what help you need to get back on track.

Ongoing self-assessment

If you have completed a self-assessment survey within the last 3-6 months, you may receive another invitation from us via phone, SMS or Email that asks you some questions to see how you are progressing with your recovery.

Your answers will help us understand more about how you are going following your accident, if anything has changed, or if there is any further support the TAC can provide you with to assist you in getting your life back on track. You will have 7 days to complete the questions via SMS or email otherwise you may receive a call from our research partner to answer the questions over the phone.

What is involved?

The TAC is using third party software provided by Qualtrics Survey Software to run this survey online via SMS.

Clients may also be contacted by one of our research partners, Action Market Research, to complete the questions over the phone.

Privacy

Any information provided will be kept confidential and treated in line with our Privacy policy.

You can ask for a copy of this information from your TAC contact, or the TAC Freedom of Information team.

Getting more information

If you have any questions about any of these assessments, you can contact:

• Action Market Research on 1800 077 789 (a free call)
• The TAC on 1300 654 329

Or alternatively you can contact the Client Insights Team by email at clientinsights@tac.vic.gov.au

You may be contacted by phone or SMS to complete a Personal Wellbeing Index survey. This is a survey to understand how you are feeling about things in your life.

If you receive an SMS, a secure website link https://mytac.vic.gov.au/myneeds will be in the message. This will take you to a login page for the Personal Wellbeing Index. If you are already logged in to the myTAC portal or mobile app, you will need to log out before starting.

Your answers will help us understand your current situation, and if there are any barriers that are preventing you from working towards your goals and doing the things that are important to you.

We may contact you again if we need more information.

What is involved?

The TAC is using third-party software provided by Qualtrics Survey Software to run this survey online via SMS.

You may also be contacted by TAC staff to complete the questions over the phone.

Residential Independence Pty Ltd (RIPL) is conducting an annual survey to understand TAC clients’ satisfaction with the design and management of each property.

TAC clients who live in RIPL accommodation may be contacted by SMS or email to complete the survey.

Any information you provide will be kept confidential and treated in line with our Privacy policy.

Your response will not affect your TAC claim or participation in the RIPL model in any way.

For any questions about this survey, please contact the Client Insights Team by email at clientinsights@tac.vic.gov.au

Residential Independence Pty Ltd (RIPL) is conducting an annual survey to understand RIPL support providers’ satisfaction with the design and management of the support units at each property.

RIPL service providers who provide support to TAC clients at the RIPL properties may be contacted by SMS or email to complete the survey.

This is an annual survey to understand how effectively RIPL has designed and is managing the support provider units.

Any information you provide will be kept confidential and treated in line with our Privacy policy.

For any questions about this survey, please contact the Client Insights Team by email at clientinsights@tac.vic.gov.au

This survey is about the experience of working with a vocational rehabilitation provider as part of getting back to work or finding a new job after a transport accident.

If you have recently completed a program with a provider you may be invited to complete this survey by an SMS sent to your phone.

Your feedback will be used to help other TAC clients select a vocational rehabilitation provider to work with and improve the services they deliver.

For any questions about this survey, please contact the Client Insights Team by email at clientinsights@tac.vic.gov.au.

Any information provided will be kept confidential and treated in line with our Privacy policy.

You can ask for a copy of this information from your TAC contact, or the TAC Freedom of Information team.

The TAC is currently inviting clients to take part in an online survey to understand your experience with your Rehabilitation at Home Program provider.

The program will run in late 2022 with invites to participate sent via SMS towards the end of the program.

If you have received a SMS invitation to take part and have any questions or comments, please contact the Client Insights Team by email at clientinsights@tac.vic.gov.au.

Taking part in this survey is voluntary and will not affect your TAC claim in any way.

Any information provided will be kept confidential and treated in line with our Privacy policy.

You can ask for a copy of this information from your TAC contact, or the TAC Freedom of Information team.

This is a biannual telephone survey that occurs every May and October. This survey helps the TAC understand how our clients are recovering and getting their lives back on track. This survey also helps us understand clients' experiences with the TAC.

The TAC is working with a research partner for this survey.

The answers we receive help us to understand more about our clients' recovery, and helps us ensure that we are providing clients with the most appropriate supports that help them get back on track.

Participation in this research is voluntary and will not affect your claim in any way and the information you provide will be kept confidential.

For any questions about this survey, please contact the Client Insights Team by email at clientinsights@tac.vic.gov.au