Customer surveys
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 Customer Insights team at customerinsights@tac.vic.gov.au
Opting in
In addition to online surveys some programs of work include additional engagement opportunities such as workshops, forums, face-to-face or telephone interviews about specific topics. If you wish to participate in these types of opportunities please complete the below form to register your interest.
We will keep your details and may contact you if we plan an activity you have registered interest in.
Register your interest
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 Customer Insights team at customerinsights@tac.vic.gov.au
Current TAC surveys and programs
Updated February 2025.
Injury Support Program
The Injury Support Program (ISP) is being delivered by our external partner Honeysuckle Health.
Honeysuckle Health have a team of experienced Injury Nurse Coordinators who will work with eligible clients to link you with high value care and supports in the local community. The ISP aims to identify and address barriers to recovery gaps in care and provide proactive, evidence-based injury management care coordination.
The program is designed to complement the usual treatment and support you would receive to help in your recovery.
Eligible TAC clients may receive an SMS notification from Honeysuckle Health inviting you to participate in the program. The SMS will advise clients to expect a call from Honeysuckle Health within 48 hours; the sender ID will be a mobile phone number.
Your participation in the program is voluntary. The TAC pays Honeysuckle Health to deliver the program to you. It does not cost you anything.
For further information about your participation in the Injury Support Program, please refer to the Injury Support Program Information Sheet.
If you have any questions or feedback, please contact us at vbhc@tac.vic.gov.au
Real Time Feedback Program (RTF)
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 Customer Insights team by email at customerinsights@tac.vic.gov.au
Self assessment surveys
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 Customer Insights team by email at customerinsights@tac.vic.gov.au
Annual Residential Independence Pty Ltd client survey
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 Customer Insights team by email at customerinsights@tac.vic.gov.au
Annual Residential Independence Pty Ltd service provider survey
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 Customer Insights team by email at customerinsights@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 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 Customer Insights team by email at customerinsights@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.
Rehabilitation at home survey
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 Customer Insights team by email at customerinsights@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.
Client outcomes and experience survey
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 Customer Insights team by email at customerinsights@tac.vic.gov.au
Provider survey
This is an annual online survey run over a few months between August and October. This survey helps the TAC understand our providers experience and satisfaction working with the TAC.
The answers we receive help us to understand more about providers experience through their interactions with the TAC and TAC clients and helps us ensure that we are providing providers with the most appropriate supports to help our clients get their lives back on track.
Participation in this survey is voluntary and will not affect provider interactions with the TAC and the information provided will be kept confidential.
For any questions about this survey, please contact the Customer Insights team by email at customerinsights@tac.vic.gov.au
Vehicle and Home Modifications
This survey is provided to all clients who have either had a vehicle or home modification completed.
The answers we receive help us to understand the clients experience and satisfaction with the vehicle or home modification and helps us to ensure that we are providing the most ideal experience and supports to help out clients get their lives back on track.
Participation in this survey is voluntary and will not affect clients services or treatment via the TAC and the information provided will be kept confidential.
For any questions about this survey, please contact the Customer Insights team by email at customerinsights@tac.vic.gov.au
