Need to contact

VicRoads

and make sure they reply?

VicRoads is Victoria’s road, registration, and licensing authority, helping people with driver licences, vehicle registration, road rules info, and related services (including some services now delivered through Service Victoria hubs).

VicRoads customer service is built around multiple support channels so you can choose what’s fastest for your situation:

• Phone support for licensing and registration enquiries
• Online self-service through myVicRoads (often the quickest option for routine tasks)
• Online chat on the VicRoads website (including the “Lara” chat assistant)
• In-person Customer Service Centres for tests, inspections, identity checks, and complex transactions

Overall reputation is mixed (like most big government services): many people report helpful, professional staff, while others get frustrated by busy periods, strict policies, or process delays. If you’re trying to avoid queues, VicRoads’ “try online first” approach can save a lot of time.

Here are the most common pain points people report with VicRoads customer service:

1) Wait times (phone and in-person)

• Busy centres and peak periods can mean long waits.
• Appointments (where available) can reduce the time spent waiting.

2) Rigid policies (little flexibility)

• Some people feel VicRoads can be strict about rules (especially around payment deadlines, documentation requirements, and eligibility).
• This can feel frustrating when you’re dealing with personal hardship or time-sensitive issues.

3) Confusing processes or inconsistent info

• People sometimes report receiving different instructions depending on who they speak to, especially for complex matters.
• Digital account issues (like logins and password resets) can feel clunky if something goes wrong.

4) Fees and deductions

• Certain cancellations and changes may involve processing fees or deductions (for example, registration cancellation refunds).

5) Road damage and road issue follow-ups

• Some people approach VicRoads/Transport Victoria about hazards, damage, or maintenance concerns and feel the process is slow or unclear.

If you’re stuck, the fastest path is usually: try myVicRoads → use online enquiry form → call (in that order), unless it’s urgent.

Use the option below that matches your issue and urgency.

1) Call VicRoads (Licensing & Registration)

Best for: urgent questions, complex matters, anything tied to your licence/rego record

• Main VicRoads contact number: 13 11 71
• Overseas callers: +61 3 7073 9600

Tips to get through faster:

• Call right when lines open, or mid-week if you can.
• Have your licence number, rego number, and key dates ready.

2) Online chat (VicRoads website + “Lara”)

Best for: quick process questions, status checks, “what do I need?” questions

• Use the chat tool on VicRoads’ site.
• Start with the chatbot and ask to speak to a person if you need a live agent (availability can depend on business hours).

3) myVicRoads online services

Best for: renewals, updates, payments, demerit point checks, everyday admin

myVicRoads can help you:

• Renew rego and licence
• Update personal details
• Make payments and view key information‍

myVicRoads support line (digital help): 1300 650 266

4) Visit a VicRoads Customer Service Centre

Best for: driving tests, identity checks, inspections, complex transactions

• Find your nearest centre and check hours before you go.
• Some services require bookings, others are walk-in with a queue/ticket system.

5) Submit an online enquiry / feedback (written request)

Best for: non-urgent issues, follow-ups, complaints about service, attaching detail in writing

• Use the VicRoads enquiry form to submit questions and request a response.

6) Specialised numbers (only if relevant)

• Check demerit points (automated): 1300 728 977
• Custom plates (VicRoads Custom Plates): 1300 660 417
• Road issues (non-urgent reporting via form): Use the Transport Victoria road issue form

Registration cancellation and refunds

If you cancel your vehicle registration, you may be eligible for a refund of the unused portion. Important things to know:

• Refunds aren’t automatic, you need to apply.
• You’ll generally need to surrender plates (or follow the instructions if plates are lost/stolen/destroyed).
• Refunds can have deductions, including a processing fee and a TAC-related deduction.
• If the refundable amount is smaller than the fees, you may receive no refund.

Licence renewals and replacements

• Renewals are paid upfront for the selected term.
• Lost or damaged licences usually require a replacement fee.
• Updates (like some personal detail changes) may be processed without a replacement fee depending on the circumstance.

Payments and deadlines

• VicRoads generally requires payments on time.
• If you can’t pay a full renewal, shorter renewal periods may be available for some services (where eligible).

Complaints and feedback

If you’ve had a poor experience (or need a decision reviewed), you can:

1. Submit feedback/enquiry in writing
2. Call to follow up with reference details
3. Escalate via formal channels if required

Road damage and hazard claims

If your vehicle is damaged by a road issue, compensation pathways can exist, but eligibility rules and thresholds may apply. Often, you’ll need evidence and timely reporting.