The TAC has an online learning module, the TAC Hospital eLearn. This can also be accessed in the Hospital Lodgement Portal.

The eLearn provides Patient Liaison Officers (PLOs) or relevant hospital employees with up-to-date information regarding the TAC and how to lodge electronic claims for patients.

The eLearn will provide you with an understanding of:

• how the TAC can support your patients in their recovery
• which patients are eligible for TAC support
• the key information required to submit a claim
• how to successfully complete a claim form, and
• Information to discuss with patients and their families.

To lodge a claim on behalf of a patient, you must have completed the Hospital eLearn.

The eLearn takes up to 30 minutes to complete and we recommend you complete this annually as a refresher.

Once you’ve completed your TAC Hospital eLearn, you can access the Hospital TAC Claim for Compensation form within the TAC Hospital Portal. If you require access to the Hospital Portal to lodge on behalf of a patient, please contact the TAC on 5225 7600 or by email at lodgements@tac.vic.gov.au.

Complete the patient’s details using the Claim for Compensation form within the TAC Hospital Portal. The form includes questions regarding the patient’s accident and injury details. The patient, or a person authorised to act on their behalf, must give their consent before the claim form is submitted.

Please ensure that all patient details and documentation are complete and accurate, including details of the injuries sustained in the transport accident (e.g. discharge summary, certificate of capacity or a letter from a medical practitioner). This reduces the likelihood of delays, assists us to efficiently determine a patient’s claim entitlement, and makes sure the patient gets the right support.

Please submit the Hospital TAC Claim for Compensation form to the TAC as soon as possible.

Please ensure that the correct email address has been provided for the patient.

When the hospital lodges a claim, the patient will receive an email to let them know a TAC claim has been lodged on their behalf. This email will include their claim number and information about what to do next.

Hospitals can provide the following TAC brochure to patients to help them understand the support available.

• Injured in an accident on the road? PDF, 2.97MB

Copies of brochures can be requested by emailing externalcomms@tac.vic.gov.au

More information brochures are available here.

• What is a TAC Claim?
• Support for family members
• Travel and accommodation
• Support for children, young people and families
• When a family member is seriously injured or dies

Health services can use the TAC’s Provider Online Services (POS) platform to access a TAC patient’s claim number. Health services must be registered to access POS. You can register by  completing this form and emailing it to hdsg_admin@tac.vic.gov.au.

POS requires a patient’s name, date of accident and date of birth. It will then show accepted, denied, and pending claims for that patient. If no record is shown, it indicates a claim has not been lodged.

Health services can contact the TAC Lodgement team for queries on (03) 5225 7600 or email lodgements@tac.vic.gov.au

A police report is required to make a TAC claim. Before processing the claim, the TAC will ask the patient for evidence that they have lodged or attempted to lodge a police report, such as:

• the event number
• station name
• police officer’s name and badge number.

If Ambulance Victoria (AV) attended the scene and transported the patient to hospital, an AV reference number or AV case report can be provided in lieu of a police report.

For public transport accidents, the incident report number and the date the patient reported the accident to the operator is required.

Otherwise, a valid police report number or the attending police officer's details must be provided.

Patients should lodge their TAC claim as soon as possible after the accident. The TAC requires lodgement of the claim within 12 months from the date of accident/injury. While claims can still be considered up to three years from when the accident/injury occurred, the TAC has strict legislative requirements on time frames and delays may affect the availability of information required to assess the claim.

If the patient already has an accepted TAC claim related to injuries and is requiring surgery, please contact the TAC on 1300 654 329 to confirm the claim details and obtain any required approvals before treatment. Ensure that the patient's TAC claim number is included in all relevant documentation.

If the patient has an entitlement of a claim with WorkSafe Victoria, the TAC is unable to accept a claim from that client for the same accident.

Please liaise with the interstate insurer in regards to the claim.

Yes. Under the Road Safety Act, tractors are defined as motor vehicles.

The TAC assesses each claim based on its individual circumstances. Where an e-bike or e-scooter meets the definition of a motor vehicle under the Road Safety Act, the TAC may be able to consider the claim.

The TAC may still accept liability where the accident occurred on a public road, public place or public property, provided the vehicle:

• was usually garaged in Victoria; and
• was not exempt from registration requirements.

Medical and rehabilitation benefits are generally not affected by fault or blood alcohol levels. However, restrictions may apply to other entitlements, such as income support or impairment-related benefits.

Yes. The client can contact the TAC by phone to change these details or can change the details themselves through the MyTAC app after Lodgement.

The TAC will use the contact details provided when the claim is lodged. It is important that accurate and up-to-date contact information is supplied by the patient to avoid delays in the claims process.