We appreciate this is a difficult time for our customers and want to reassure you that TIO will continue to support you throughout and beyond the COVID-19 pandemic and minimise to the extent possible, any disruption to services.

As a result of COVID-19, there are some changes that TIO may need to make to some of our usual processes to manage your claim. Our priorities are to ensure that claims services continue operating in a way that:

  • Supports you in returning to health and, where possible, to work activities
  • Ensures benefits are paid correctly and in a timely manner
  • Ensures decisions impacting entitlements are made and communicated to you
  • Makes sure decisions in relation to treatment approval continue to be made as normal wherever possible
  • Continues to pay invoices and reimbursements to you and service providers.

We acknowledge you may have difficulty accessing treatment and services as a result of COVID-19. In these circumstances, we will work with you and take into account your individual circumstances and the impact on your ability to comply with requirements.

In order to assist us in proactively managing your claim, it is important for you to tell us about any change in your circumstances so that we may help you in the best way we can.

This is a time of great uncertainty and we will do our best to provide you with timely information and maintain a high level of service accessibility for you and your treatment providers.

If you have any questions, please contact your claims consultant via contact details below.

Telephone: 1300 493 506


Please click on link for frequently asked questions (FAQs) which may be useful to claimants and providers. The answers to these questions may be updated as health and other relevant authorities make new announcements so please review regularly.

Motor Accidents Compensation Scheme

The Motor Accidents Compensation (MAC) Scheme provides personal injury cover for you and your family which is included in your NT motor vehicle registration.

MAC can provide benefits such as medical, rehabilitation and financial support to help people recover from serious and sometimes permanent injuries caused by a road accident.

It is a no-fault scheme, which means that you are covered regardless of who caused the accident. MAC covers drivers, riders, passengers, cyclists and pedestrians injured in a road accident in the Northern Territory.

MAC is a government-owned scheme that is managed by the Motor Accidents Compensation Commission (MACC) and administered on its behalf by TIO.

TIO administration of the MAC scheme

TIO manages all aspects of the MAC scheme, from the initial placement of the claim for benefits, through to dealing with rehabilitation providers. The team has extensive experience in personal injury management and will support their customers through all steps of their recovery.

Our goal is to provide rapid resolution of their claims and ongoing support to every customer, with the highest level of care and courtesy, to help them back to health.

General Claims Management Policies

Correspondence Sent to Us

To ensure that we are able to deal with any requests or reimbursements in a timely manner, please ensure that all correspondence sent to us includes your claim number and full name.

Contact Address and Telephone Details

It is important that we have correct contact details at all times. You should contact us immediately if you change address or telephone number.

Reimbursement of Medical & Rehabilitation Costs

You have a choice either to:

  • Pay for the medical and rehabilitation costs and forward the receipts to us for reimbursement; or
  • You can arrange for the provider to send their bill to us.

All receipts or accounts that relate to your claim must be sent to us for payment. You are not entitled to claim these expenses from Medicare.

We are only required to reimburse reasonable expenses.

General Consultation Reimbursements

We will pay reasonable rates for general consultations with your doctor, and may request a treatment plan to continue paying charges.

Updated Referrals

A doctor's referral for physiotherapy, chiropractic, massage or other hands-on treatment is only valid for six weeks. If you require ongoing treatment you must supply a current medical referral to ensure that the costs of the treatment will be reimbursed. Such treatments should be approved by us prior to commencement.

Payments of Benefits by Electronic Funds Transfer (EFT)

When we pay money to you we prefer to make the payment by EFT to your nominated account. Payments are deposited into your account as cleared funds. If you have not already provided us with your bank details, please provide them to us by calling 1300 493 506.

Requirement to Attend Medical Appointments

From time-to-time we may require you to attend a specialist medical appointment. These appointments can be conducted for a number of reasons, including a general review of your injuries, advice on future treatment requirements, and assessment of continuing entitlements to benefits. We will arrange these appointments at a time and location that is convenient for you, where possible.

Requirement to Undertake Rehabilitation

Various medical and rehabilitation service providers may be involved in the management of your recovery. Once treatment or rehabilitation has been agreed, you are obligated to complete the program. If you do not comply without a reasonable explanation it is possible that your benefits may be suspended with no back-payment of those benefits.

Changes to Benefit Entitlements

When we make a decision on your claim regarding your entitlement to benefits we will advise you of the outcome as soon as practicable.  When a decision has been made to reduce or cease a benefit, you will be notified in writing. If you do not agree with a decision, you can request a review through the MAC Dispute Resolution process.

The MAC Dispute Resolution process is an optional process where you can request either an Internal Review by an independent MAC staff member or a Designated Person Review. There are specific forms that are required to be completed and lodged for a review which can be located on the MAC "Make A Claim" page or by contacting our office.

A review request must be submitted within 90 days of you receiving the decision along with any supporting documentation you would like considered at the time of review. Time frames are in place to ensure that the review process is conducted as quickly as possible.