Suspect neglect or abuse of our clients?
The Transport Accident Commission (TAC) now has a dedicated phone number and web page to assist people to report abuse, neglect or quality of care issues of people with a disability.
The report line is open 9am to 5pm Monday to Friday. The TAC encourages clients, family, carers and service providers to call or visit tac.vic.gov.au/reportabuse if they have concerns for any TAC client.
Quality care for our clients
Our disability providers complete a registration process to ensure they provide the best care to our clients.
The registration process sets the standards to provide services that support a person’s independence and maintain functional skills and capacity.
We also have a handy document that outlines the complaints communications process for complaints about providers or service to our clients:
How we monitor care
We have two teams at the TAC that monitor the quality of care our clients receive. These teams operate to a framework of ‘Prevent, Detect, Respond’ and subscribe to the National Disability Services and the disability sector Zero Tolerance of abuse framework.
Care Assurance Team
Our Care Assurance Team (CAT) focuses on severely injured individuals who require high levels of care and service provision and aims to educate and empower clients and their families to understand what care they should expect from disability care providers.
A team of CAT specialists travel across Victoria to visit clients in residential care and in home settings to discuss any concerns about care provision.
Disability Provider Quality Assurance Team
Our Disability Provider Quality Assurance Team oversees our registration process, ensuring disability providers meet our compliance criteria and meet quality standards.
The team also manages Serious Incident Reports, complaints and plays a key role in educating providers and promoting continuous improvement.
Serious Incident Reports
Reporting serious incidents and alleged abuse of TAC clients is mandatory for our registered disability service providers.
By reporting and analysing serious incidents, our disability service providers can reflect on the care they provide our clients and consider how to continue improving these services.