Victorian Patient Transport Assistance Scheme

Applying online through the Victorian Concessions and Allowances service on myGov is the quickest way to submit a claim. It also allows you to track the progress of your claim online.

Do not resubmit an existing claim.

If you have already submitted a VPTAS claim by email or post and it has not yet been processed, do not submit the same claim again through the online service. If you are unsure, contact the VPTAS office first.

Claim updates and outcomes are sent by email.

If your claim is approved, you may receive a remittance advice and a payment summary as two separate emails. These may arrive at different times.

Applying

The easiest way to apply is online through the Victorian Concessions and Allowances service on myGov.

Before you start, have the following ready:

• a myGov account
• specialist treatment details and confirmation of treatment requirements completed on the separate Specialist Confirmation Form
• details of your travel and accommodation expenses, including any receipts
• your bank account details
• your concession card details, if applicable

To apply via the portal:

1. Sign in to your myGov account.
2. Link Victorian Concessions and Allowances if not already connected.
3. Access the Victorian Concessions and Allowances service on myGov.
4. Complete the online claim.
5. Upload your supporting documents, including your Specialist Confirmation Form.
6. Review and submit your claim.

After you submit your claim, you will see an on-screen confirmation and receive a submission email with your application number. You can track its progress through the Victorian Concessions and Allowances service on myGov. If your claim is approved, payment will be made to the bank account provided in your application.

The Specialist Confirmation Form and Flight Confirmation Form are available on the Department of Health website.

For further guidance, the department has developed a series of videos and a downloadable guide to assist you in submitting your claim.

Getting started in myGov

Applicant and patient details

Submit your claim

You can also apply using the application form.

The application form can be:

• completed electronically and emailed with your receipts or invoices
• downloaded, printed, completed and mailed with your receipts or invoices.

Submit your claim by email

Email your completed application form and supporting documents to vptas@health.vic.gov.au

Submit your claim by post

Mail your completed application form and supporting documents to:

VPTAS
GPO Box 4057
Melbourne VIC 3001

Claims must be submitted within 12 months of attending an approved specialist service.

You will also need the separate Specialist Confirmation Form.

If you are claiming flights, you will also need a completed Flight Confirmation Form from your treating specialist or referring general practitioner.

The Specialist Confirmation Form and Flight Confirmation Form are available on the Department of Health website.

Once you have submitted your claim, you will receive a submission email once your claim has been entered into the system.

If you don't have a fixed address, you will need to provide a supporting letter that includes your current closest location to help calculate the travelling distance. This letter can be provided by a welfare or social worker, or a health professional from the referring or treating service.

Receiving payment

If your claim is successful, you will receive a remittance notice and payment will be made into your nominated bank account.

Payments are usually made within 5 business days of approval, though this may vary depending on your bank’s processing times.

Updating bank details

If needed, you can update your bank details in 'My Profile'. Make sure your details are correct before payment is processed.

Third-party providers

If required, y can nominate to have your subsidy paid directly to a third-party provider. If your subsidy does not cover the full amount, the provider may ask you to pay the difference.

Incorrect payments

Contact VPTAS if you think the payment amount is incorrect.

Appealing a claim

You can ask for an appeal in writing within 3 months of being notified of the original outcome. Include any extra information or evidence to support your request.

You can submit a VPTAS claim, track your claim, view your application history, view payment summaries, and update your personal details, including bank details.

Creating an account

Go to my.gov.au and select Create account. Follow the prompts. For help, visit the myGov help page or call the myGov helpdesk on 132 307.

Viewing your claim

Go to 'My Applications' in the online service to view your applications and check progress.

Your claim will show as 'In progress' in 'My Applications'. If more information is needed, you will be contacted.

One-time codes

A one-time code may be issued to existing VPTAS applicants when they first access the online service. It helps connect existing profile information. If you have problems using it, contact VPTAS.

If you didn't receive a one-time code. You can still use the online service through the myGov website. You will need to set up your profile when you first log in.

Linking the service

From your myGov homepage, go to Linked Services and look for Victorian Concessions and Allowances. If you still have difficulty, contact myGov or VPTAS for help.

Deleting an application

You can only edit or delete an application while it is in 'Draft'. Once submitted, you cannot edit or delete it yourself through the online service.

Interstate Travel

A subsidy may be available if the interstate specialist service is the closest service, or the service is not available in Victoria. Written confirmation is required.

Taxi and ridesharing

Only certain trips to access public transport or airports are eligible. Traveling from home directly to a treatment location and return is not eligible. Taxi trips are not fully reimbursed, a daily subsidy limit applies.

Calculating distance

VPTAS uses Google Maps to work out the most direct and simplest route between your home and the place of treatment. If you had to take a different route because of flooding, road closures or detours, you will need to provide supporting evidence.

Feedbacks and complaints can be sent to the VPTAS office through phone, email or mail. Interpreter and translating services are available on 13 14 50. The National Relay Service is available on 13 36 77.

Phone
1300 737 073

Email
vptas@health.vic.gov.au

Mail
VPTAS Office
GPO Box 4057
Melbourne, Vic, 3081

You can also provide feedback through the Department of Health’s feedback and complaints process.