A future where every journey is a safe one

Client surveys and feedback

The TAC conducts surveys with clients, employers and providers about their experience dealing with the TAC.

If you are a TAC client, employer or provider, you might receive a link to complete a survey in an email or by SMS (if you have given us permission to contact you this way). Or you may hear from us by phone.

You may also be asked to complete an online self-assessment following your transport accident.

Your feedback and responses will be kept confidential and will be treated in line with our Privacy Policy.

The TAC uses third party software provided by Qualtrics Survey Software to send some of these surveys. The TAC also uses third party services provided by Action Market Research, to complete some surveys by phone.

Opting out

If you do not wish to receive online surveys from the TAC, you can opt out by emailing the Client Insights team at clientinsights@tac.vic.gov.au or calling them on 03 5225 6504 during business hours.

More information

If you would like more information on any of the client surveys or other client research conducted by the TAC you can email the Client Research team at clientinsights@tac.vic.gov.au or call 03 5225 6504 during business hours.

Current TAC client surveys

Updated Tuesday, 18 June 2019.

My self-assessment

If we have your permission to contact you by mobile phone, you may get an SMS from us that asks you 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.

A secure website link https://mytac.vic.gov.au/myneeds will be in the SMS. 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.

If you need help completing this, please call us on 1300 654 329.

Clients may be contacted by Action Market Research, to complete the self-assessment over the phone.

Needs assessment survey

If you have completed a self-assessment survey online or over the phone, you may be contacted by Action Market Research to have a longer discussion.

Participating in this survey will help us understand more about you, and what supports and services you need to help your recovery.

Any information provided to Action Market Research 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.

myTAC experience survey

This survey is about the experience of using the myTAC app and web portal to manage your claim. You may also be asked to give your opinion on proposed myTAC features.

If you have used myTAC you may receive an email inviting you to give your feedback.

Your feedback will be used to improve myTAC.

Life back on track survey

The TAC’s Client Insights team is currently sending an SMS to some clients to ask if they would like to take part in a short online survey. The TAC is using third party software provided by Qualtrics Survey Software to run this survey.

A website link in the SMS takes clients to a couple of questions about how much they think their life is back on track after their accident.

The answers we receive will help us to understand more about our clients’ recovery. It will help us make sure we give the most appropriate support to help our clients get back on track.

For any questions about this trial, please call us 1300 654 329.

Lawyer use project

The TAC has partnered with Monash University to understand our clients' experiences of using a lawyer for their TAC claim.

We may contact you to ask permission to give your contact details to Monash University.

Monash University may get in touch to ask for your consent to be part of the research.

This survey will help us make sure our clients have the information they need to make decisions that are right for their situation.

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

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

For any questions, please contact the TAC Client Insights team on 03 5225 6504 or at clientinsights@tac.vic.gov.au

Rural and metropolitan Victoria survey

The TAC has partnered with Monash University to look at what rehabilitation needs and services people have after a transport accident.

Monash University may contact you to have chat about your ongoing needs. They may ask about the different types of services you have received in for your injuries.

We want to better understand the needs and services used by people living in rural and remote areas versus metropolitan Victoria.

Taking part in this survey will help us improve the supports we offer to our clients.

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

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

For any questions, please contact the TAC Client Insights team on 03 5225 6504 or at clientinsights@tac.vic.gov.au

TAC experience and health surveys

We may invite you to take part in a survey to give your opinion about how the TAC can improve the way we provide services to you. This survey is about your health, recovery and experiences with the TAC after your transport accident.

The TAC has partnered with independent research companies who will conduct the survey on our behalf. The survey could be on the phone or sent by email.

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

For any questions, please contact the TAC Client Insights team on 03 5225 6504 or at clientinsights@tac.vic.gov.au

Bourke Street incident evaluation study

The TAC is inviting clients who lodged a claim following the Bourke Street incident to participate in a survey on their recovery and current mental health and wellbeing.

The TAC is working with Phoenix Australia for this study.

The purpose of the survey is to understand TAC client health outcomes after the Bourke Street incident and to understand the TAC’s approach to managing these claims.

A letter which provides further details about this study has been sent to clients.

For any questions about this research, please contact the TAC Client Insights team by calling 03 5225 6504 or by email at clientinsights@tac.vic.gov.au

Vocational provider experience survey

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 email sent to your nominated address or 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.

Work survey

The TAC is currently using an SMS survey to ask some clients about the services they have received from us to support their work goals.

The TAC is sending these surveys using a platform by Qualtrics to conduct this research.

A website link in the SMS will take clients to a series of questions.

The answers we get will help us understand the impact different service approaches have on:

  • employment
  • work participation, and
  • health and wellbeing outcomes for our of clients.

Taking part in this research is voluntary and will not affect your claim in any way. The information you give us is confidential.

For any questions about this survey, please contact our Client Insights team on 03 5225 6504 or by email at clientinsights@tac.vic.gov.au

Proactive compensation initiative survey

The TAC is currently using an SMS to ask some clients about the services they have received from us for Common Law compensation.

The TAC is sending these surveys using a platform by Qualtrics to conduct this research.

A website link in the SMS will take clients to a series of questions.

The survey will help us understand how effective the proactive granting initiative is. We want to know if the initiative helps clients get their 'life back on track'. We want to know if it improves their experience of the common law process.

Taking part in this research is voluntary. It will not affect your claim in any way. The information you give us is confidential.

For any questions about this survey, please contact the Client Insights Team by calling 03 5225 6504 or by email at clientinsights@tac.vic.gov.au