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Had an issue with VicRoads? Get a real response.
How to submit a complaint with VicRoads
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.
Common complaints against VicRoads
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.
VicRoads complaints submitted through Ajust
How other consumers VicRoads complaints got resolved
A customer transferring an overseas heavy vehicle licence was mistakenly issued a standard car licence, and after returning to VicRoads and explaining the error, staff corrected the record and reinstated the correct licence classification.
A motorist experienced delays and confusion when cancelling multiple trailer registrations, and after contacting VicRoads by phone, a representative recognised the system error and approved the cancellations manually.
A driver discovered their vehicle was incorrectly classified, resulting in higher toll charges, and after lodging a complaint with VicRoads, the classification was corrected and overpaid tolls were refunded.
If your complaint is not resolved through initial contact, you can escalate it internally.
Escalation options include:
- Requesting review by a supervisor or manager at a service centre or contact centre.
- Asking for the complaint to be escalated to the VicRoads Customer Resolution Team.
- Requesting further review by the Customer Relationship Management Team within the Department of Transport and Planning.
If internal escalation does not resolve the issue, you can pursue an external review.
If you remain dissatisfied after completing VicRoads’ internal complaint process, you can escalate the matter to the Victorian Ombudsman.
The Victorian Ombudsman independently reviews complaints about Victorian government agencies, including VicRoads. The Ombudsman generally requires that you attempt to resolve the issue directly with VicRoads before lodging a complaint.
The Ombudsman can investigate administrative fairness, delays, and complaint handling, and may recommend corrective action where appropriate.
- icRoads Complaints and Feedback
https://www.vicroads.vic.gov.au/about-vicroads/complaints - VicRoads Online Feedback and Enquiries Form
https://www.vicroads.vic.gov.au/contact-us/feedback-and-enquiries - VicRoads Contact Centre
https://www.vicroads.vic.gov.au/contact-us
Phone: 13 11 71 (metro) | 133 778 (regional) - Find a VicRoads Customer Service Centre
https://www.vicroads.vic.gov.au/contact-us/vicroads-customer-service-centres - Victorian Ombudsman – Make a Complaint
https://www.ombudsman.vic.gov.au/complaints - Victorian Ombudsman – What to Expect
https://www.ombudsman.vic.gov.au/complaints/what-to-expect
VicRoads Complaints FAQs
How do I submit a complaint to VicRoads quickly and correctly?
You can submit a VicRoads complaint online, by phone, in person, or by post depending on what’s fastest and easiest for you. The quickest option is the online feedback and enquiries form, but you can also call 13 11 71, visit a VicRoads Customer Service Centre, or write to the Customer Resolution Team. Include your contact details, licence or registration number, key dates, a clear explanation of the issue, and the outcome you want to speed up resolution.
What happens after I lodge a complaint with VicRoads?
After you lodge a complaint, VicRoads follows a structured review process to assess and resolve the issue. Written complaints are usually acknowledged within seven working days, while phone or in-person complaints are acknowledged immediately. If it cannot be resolved straight away, the matter is escalated to the Customer Resolution Team, who may contact you for more details. Most complaints are resolved within a few weeks and generally within 30 days.
What are the most common reasons people complain to VicRoads?
Common VicRoads complaints include delays with licence transfers, registrations, or appointments and incorrect licence or vehicle registration details. Consumers also report disputed fees, missed renewal notices, long wait times, licence suspensions linked to admin errors, and online portal issues. Understanding these common issues helps you frame your complaint clearly and request a practical outcome like a correction, refund, or explanation.
How do I escalate a complaint if VicRoads doesn’t resolve it?
If VicRoads does not resolve your complaint, you can escalate it internally or externally for further review. Start by requesting a supervisor review or escalation to the Customer Resolution Team, then seek further review through the Department of Transport and Planning if needed. If the issue remains unresolved, you can lodge a complaint with the Victorian Ombudsman, who investigates administrative fairness, delays, and complaint handling.
You’ve done your part, now it’s time to hold VicRoads accountable.
Take the final step and submit a complaint that gets seen and responded to.