A future where every journey is a safe one

Client Voice

We want the best outcomes and experiences for our clients. The way to do this is to work with our clients and learn from their expertise. Client Voice is a way for the TAC to make sure we work with clients in a consistent way that values their contribution.

On this page:

Client Voice framework

5 principles make up the Client Voice framework. When we work with our clients we will:

  • Ask
  • Listen
  • Act
  • Reflect
  • Share

Together we find a better way.

How we do it

  • Ask when we're not sure
  • Include everyone's voice, even those that are harder to hear
  • Be curious and have a conversation
  • Get the whole story
  • Value people and work together with respect
  • Look for ways to make things better as a team
  • Be transparent and balance needs
  • Listen, learn and take action
  • Tell people how they have made a difference
  • Connect people and share their stories and ideas
  • Show the value of Client Voice to the community

When it's done well

  • People feel valued
  • There is the right balance between client and business objectives
  • We deliver a service that better meets clients' needs
  • People are involved and included

The difference it will make

Together, we will improve the outcomes and experiences of people affected by road trauma.

About Client Voice

A the TAC, Client Voice is when we work with our clients to find a better way.

During 2018, a passionate and dedicated team of 8 TAC clients worked  with TAC staff to design the Client Voice Framework. The framework has 5 principles and a set of values that we use when we work with our clients. Getting the Client Voice is becoming a way of life at the TAC so that together, we find a better way.

Why choose Client Voice?

We want the best outcomes and experiences for our clients. The way to do this is to work with our clients and learn from their expertise. Client Voice is a way for the TAC to make sure we work with clients in a consistent way that values their contribution.

We want Client Voice to be simple and easy to use. We have developed resources and tools that will help our staff work with our clients. We will make sure that the knowledge we get from Client Voice is available to all staff and used to make things better for our clients.

Transforming our services doesn’t depend on consultants, IT systems or blueprints. It's done through the commitment and creativity of people with experience of trauma or disability, together with TAC staff, working together to find a better way.

The benefits of Client Voice

“People’s needs are better met when they are involved in an equal and reciprocal relationship with professionals and others, working together to get things done.”[i]

There are many good reasons to develop the participation of clients in the work of the TAC. The benefits can be far reaching for individuals, the TAC’s services and policies and the broader Victorian community.

Some of the benefits include:

  • We value our clients
  • Our clients take part in social and economic activities
  • Our clients have an opportunity to develop new skills and build social networks with others affected by road trauma
  • We don't make assumptions
  • We find a better balance between client and business objectives.


[i] Boyle, D., Slay, J., Stephens, L. (2010) PUBLIC SERVICES INSIDE OUT Putting co-production into practice. London: NESTA. https://media.nesta.org.uk/documents/public_services_inside_out.pdf

Client Voice stories

David's story

TAC client David was part of the Client Voice working group. He helped develop the Client Voice framework.

https://www.tac.vic.gov.au/__data/assets/video_file/0005/309641/Client-Voice-David.mp4 https://www.tac.vic.gov.au/__data/assets/image/0007/309643/David.png https://www.tac.vic.gov.au/__data/assets/file/0008/309644/Client-Voice-David.srt
Show video transcript

David, TAC client

I've been a client at TAC for 10 years and one month.

I was going for a ride on a nice sunny day.

I landed on the bonnet of a car, rolled down and the car ran me over.

I received a broken back at T4 level, so chest level, 11 broken ribs, broken wrist and collarbone and jaw and ruptured the sac around the heart as well, so it's quite a big impact, they said, but I've got no memory of it and there were no witnesses, so he said he came round the corner and I was already flying towards him.

TAC said they're setting up this Client Voice Program and would I be interested in attending it? I thought, something different, I'll give it a little try and see what it's all
about and it's great.

Lachlan - TAC staff

It's not only for us as an
organisation to get that voice, but the power of getting clients in to hear their voice actually has a huge amount of benefit for them as well.

David, TAC client

Being involved in the project has made me feel like they care about me and makes you feel a bit more important.

Now I know what they do behind the scenes rather than just sit on the end of the telephone and talk to you.

It shows you how they do care about what we do.

There were a lot of people that I never knew and it's really weird the first day we all sort of got together, I sort of sat around and was looking at everyone thinking, I wonder what happened to them and what happened to them? And not even thinking we're all road accidents.

So it's really good.

It's getting to know other people and there are different people out there that have different experiences.

Current activities

Phone survey

We contact 3,000 clients each year to understand their satisfaction, health and vocational outcomes after a transport accident.

Client stories

Clients share their stories at staff sessions or we create videos to understand a client’s experience and to engage staff.

Return to work survey

We survey our clients to get their views on return to work after their accident.

Register your interest

Use this form to register your interest to take part in Client Voice activities.

We will keep your details and may contact you if we plan an activity you have registered interest in.

Download Microsoft Word version of the form DOCX, 0.14MB.

Required fields are marked with an asterisk (*).
Type(s) of Client Voice activity you are interested in doing *

Your privacy

The TAC will use this information to contact you about future TAC Client Voice activities. We may disclose your personal information to third parties to conduct surveys on our behalf. We may also disclose your information when required to by law.

You can contact the TAC at any time and ask for a copy of your information, and you can ask us to delete this information. If you have a TAC claim, giving us this information will not affect your entitlement to TAC benefits.

If you would like more information about our privacy policy, please call us on 1300 654 329 or visit our privacy policy.