TAC client surveys

The TAC conducts surveys with clients about their experience of dealing with the TAC and the health and rehabilitation service providers they see when recovering from a transport accident

If you are a TAC client, you might receive a link to complete a survey in your email or by SMS (if you have given us permission to contact you this way).

Your feedback will be kept confidential and won’t affect your TAC claim in any way.

The TAC is using third party software provided by Qualtrics Survey Software to send these surveys.

Opting out

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

Current TAC client surveys

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.

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.

Complaints survey

This survey is about the experience of lodging and resolving a complaint with the TAC. If you have recently had a complaint resolved you may receive a survey about the process.

Your feedback will be used to improve our complaints handling process.

Understanding our clients - SMS trial (ended Thursday, 26 July 2018)

During this trial the TAC sent an SMS to some clients to ask if they would like to participate in a short online questionnaire. We used third party software provided by Qualtrics Survey Software to run this trial.

A website link in an SMS took clients to a series of questions that asked about their recovery after a transport accident.

The answers we received helped us to understand more about our clients’ recovery and make sure we gave the most appropriate support to help them get back on track.

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

Understanding our clients - research survey

The TAC is currently sending an SMS to some clients to ask if they would like to participate in a short online research questionnaire.

Clients will be asked to complete this questionnaire one week, two weeks and four weeks after the acceptance of their claim.

The TAC is using third party software provided by Qualtrics Survey Software to conduct this research.

A website link in the SMS takes clients to a series of questions that ask about their recovery after a transport accident.

The answers we receive will help us to understand more about our clients’ recovery in the weeks following a tranport accident.

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

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

Understanding our clients - work survey

The TAC is currently sending an SMS to some clients to ask if they would like to participate in a short online questionnaire.

The TAC is using third party software provided by Qualtrics Survey Software to run this trial.

A website link in the SMS takes clients to a series of questions that ask about their current work status and goals.

The answers we receive will help us to understand if our clients’ would like any help to participate in work and make sure we link them to the most appropriate pathway of support.

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

Understanding client outcomes – follow-up survey

The TAC is currently sending an SMS to some clients to ask if they would like to participate in a short online research questionnaire.

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

A website link in the SMS will take clients to a series of questions that ask about their recovery. Clients may also be contacted by phone to complete this survey.

The answers will help the TAC understand more about our clients’ outcomes after a transport accident.

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 research, please contact the Client Research team by calling 03 5225 6504 or by email at clientresearch_team@tac.vic.gov.au

Understanding client experience - claim lodgement process

The TAC is currently sending an SMS to some clients to ask if they would like to participate in a short online questionnaire.

The TAC is using third party software provided by Qualtrics Survey Software to run this questionnaire.

A website link in the SMS takes clients to a series of questions that ask about their experience of the claim lodgement process while in hospital. The answers we receive will help us to understand and improve our client’s experience of the TAC claim lodgement process.

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, please contact the Client Research team by calling 03 5225 6504 or by email at clientresearch_team@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 Research team by calling 03 5225 6504 or by email at clientresearch_team@tac.vic.gov.au