Had an issue with

VicRoads

? Get a real response.

VicRoads offers several ways to submit a complaint, depending on whether you prefer to do it online, by phone, or in person.

You can lodge a complaint with VicRoads by:

• Submitting an online complaint or feedback form
  VicRoads provides an official online feedback and enquiries form where you can describe your issue in writing and submit it directly for review.
• Calling the VicRoads Contact Centre
  You can lodge a complaint by phone by calling 13 11 71. Regional callers can also use 133 778 (13 3RRV). Customer service staff can log your complaint and may resolve simple issues during the call.
• Visiting a VicRoads Customer Service Centre
  You can raise a complaint in person at a VicRoads Customer Service Centre by speaking with staff at the information counter or requesting to speak with a manager.
• Writing a letter
  Written complaints can be sent to:
  VicRoads Customer Resolution Team
  GPO Box 1644
  Melbourne VIC 3001

When submitting a complaint, include your name, contact details, licence or registration number, relevant dates, and a clear description of the issue. It is also helpful to state the outcome you are seeking, such as a correction, fee waiver, refund, or explanation.

VicRoads can arrange interpreter or relay services if you need assistance lodging your complaint.

Once VicRoads receives your complaint, it follows a structured process to review and resolve the issue.

What typically happens next:

• Written complaints are acknowledged, usually within 7 working days.
• Complaints raised by phone or in person are acknowledged immediately.
• Staff first assess whether the issue can be resolved quickly at the initial contact point.
• If not resolved immediately, the complaint is escalated to the VicRoads Customer Resolution Team.
• A Customer Resolution officer reviews the complaint and may contact you for additional information.
• Most complaints are resolved within a few weeks and generally well within 30 days.
• If required, the matter may be reviewed at a higher departmental level.

Once resolved, VicRoads will explain the outcome and any actions taken, such as correcting records, adjusting fees, reinstating licences, or providing a written explanation or apology.

Complaints to VicRoads commonly relate to the following issues:

• Delays in licence transfers, registrations, or appointments.
• Long wait times at service centres or for scheduled services.
• Missing renewal notices or lack of communication during processing delays.
• Incorrect licence or vehicle registration details.
• Disputed fees, late charges, or incorrect vehicle classifications.
• Licence suspensions or cancellations due to administrative or medical review errors.
• Unsatisfactory customer service experiences or rigid application of policies.
• Website or online portal errors that prevent timely transactions.
• Complaints about road conditions or maintenance being directed to VicRoads.