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 rehabilitation.

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

General Claims Management Policies

To help ensure that your claim is processed quickly please follow the below steps:
  • Correspondence sent to us - Ensure that all correspondence sent to us in relation to your requests or reimbursement includes your claim number and full name.
  • Contact details - If you change your phone number or address it is important that you update your contact details with us.
  • Reimbursement of medical and rehabilitation costs - You have two options for reimbursement of your reasonable medical or rehabilitation costs:
    • 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 account must be sent to us for payment. You are not entitled to claim these expenses from Medicare.
  • General Consultation Reimbursement - For 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 referral - 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 provide a current medical referral for the costs of the treatment to be covered. Such treatments must be approved by us prior to commencement.
  • Payment of benefits by Electronic Fund Transfer (EFT) - When we pay a benefit to you, we prefer to make the payment by EFT to your nominated bank 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.

Compliments and feedback

We want to hear from you.

At TIO, our aim is to provide you with a positive customer experience.

If you have experienced a positive customer experience we would love to hear from you. Likewise, if you have suggestions or general feedback about what we could do better, please let us know. The feedback you provide helps us to review and improve our service.

Open Feedback Form 

Claims decision reviews

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 an internal review process or a review by a “Designated Person”.

This is a formal review under the Motor Accidents (Compensation) Act. A “Designated Person” is a person qualified to conduct an independent review of a claims decision.

Please click on the link below for further information about the review process and, importantly, the time frame that a request for a Designated Person review must be lodged.

Review process 

Complaints

Should you be dissatisfied with the service provided by TIO in relation to your motor accident claim and wish to lodge a complaint, please do so via the following channels:



Note: If your complaint refers to a claims decision about payment of benefits, please refer to the Claim Decision review information on the TIO Customer Feedback page.

Report fraud

If you suspect fraudulent behaviour regarding a MAC Claim or the handling of a claim, you can report it confidentially to TIO

Phone: 1300 493 506
Email: mac@tiofi.com.au mac@tiofi.com.au
Mail: GPO Box 770 Darwin NT 0801

or the Motor Accidents Compensation Commission

Email: MAC.commission@nt.gov.au
Mail: GPO Box 1974 Darwin NT 0801

Further information about fraudulent claims can be found in the fraudulent claims fact sheet.