How to change your TAC-approved provider mid-treatment

TAC says you have the right to change your provider if you are unhappy with the service or support you are getting. How the switch works, and who to contact.

This guide covers changing your attendant care provider once treatment is already underway, not choosing a provider for the first time. The mechanics are simple: agree a stop date with your current provider, then move on to a new one.

You do not need a formal reason to switch

TAC's own guidance puts it plainly: you have the right to change your provider if you are unhappy with the service or support you are getting. That covers more than a serious complaint. A support worker who is hard to reach, a roster that never quite fits your week, or a provider who just is not the right day-to-day match is reason enough.

Signs it might be time to switch providers

These are the patterns worth watching for.

Visits are missed or rescheduled more than once, with no real explanation or a make-up arrangement offered. An occasional reschedule happens with every provider; a pattern of it does not.

You find out about a change to your schedule after it has already happened, not before.

When your usual support worker is away, nobody fills in and you simply go without that day.

How the switch works in practice

Once you have decided to move on, agree with your current provider on when they will stop providing your support: that is what actually starts the change. Your TAC Claims Manager can give you more detail on how this fits with what has already been approved for you, so it is worth calling them as soon as you have decided, not after you have already stopped seeing the old provider.

Your new attendant care provider needs to be registered with TAC before they can start, the same rule that applied to your first one. Browse the directory of TAC-registered attendant care providers to find one covering your area, or read how to choose a TAC provider for what to check before you commit to the next one.

What happens to support that is already arranged

TAC's guidance is that once you are aware of your approved services, you can choose other providers and supports based on what you need. It is worth giving your new provider a copy of your MyPlan and approved services, so they understand the types of services and hours TAC has agreed to pay for. If anything about your current support needs sorting out first, raise it directly with your Claims Manager before the old provider's last day, so nothing about your funded support lapses in the handover.

If you are switching because something went wrong

A straightforward change of provider and a concern about how one has treated you are different things, and TAC handles them differently. For a concern about a TAC-funded service provider, start with the provider directly if you can. If that does not resolve it, TAC's Safer Services Team is the dedicated channel for concerns about service providers: a concerns and complaints form, email at [email protected], or phone 1800 931 233 between 9am and 5pm, Monday to Friday. You can remain anonymous. This line is for concerns about TAC-funded providers specifically, not general claim questions.

Sources

Transport Accident Commission, "Finding and choosing a provider" (tac.vic.gov.au/clients/supporting-your-recovery/myplan/finding-and-choosing-a-provider), "Attendant care" (tac.vic.gov.au/clients/how-we-can-help/treatments-and-services/services/attendant-care), and "Concerns and complaints" (tac.vic.gov.au/about-the-tac/contact-us/concerns-and-complaints). Checked September 2026.

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