Our commitment is to resolve problems and improve service

We have developed a Customer Charter, that outlines our commitment to customer service, and a complaints handling process to ensure complaints are handled quickly and fairly. Complaints help us to improve services to all of our customers.

Definition of a complaint
A complaint is an expression of dissatisfaction made to VicRoads, related to a policy, service or product of ours, where a response is expected.

Options to make a complaint

1. Fill out a feedback/complaints form providing as much detail as possible
2. Call us on 13 11 71
3. Come in to a Customer Service Centre
4. Write to us at:

Director Customer Services
VicRoads
6th Floor, 60 Denmark Street
Kew VIC 3101

How we handle complaints - the process

Step 1: You lodge the complaint.  Clearly identify your issue, covering all points and the outcome you are seeking.

Step 2: We investigate and respond to you as quickly as possible.

Step 3: If you are not satisfied with our response, a senior VicRoads officer can review your escalated complaint.

Step 4: If you have escalated the complaint and are still not satisfied with the response, you can contact an external agency, such as the Ombudsman Victoria.

External complaints handling - Ombudsman Victoria

If after completing our complaints handling process you are not satisfied with the outcome, or your complaint remains unresolved, Ombudsman Victoria may be able to assist you.  If VicRoads has not had the opportunity to resolve your complaint, the Ombudsman may require that you submit your complaint to us first.

There are a number of reasons why your complaint may not be able to be considered by the Ombudsman, including if your complaint:

• relates to legislation fairly and correctly enforced by VicRoads, 
• relates to legislation or procedures not governed by VicRoads, or
• is more appropriately dealt with by Victoria Police, the courts or another body.

Making a complaint to Ombudsman Victoria is free of charge and does not require the use of legal or formal language, however you may be asked to outline your complaint in writing.

As a minimum, you will be required to;

• submit your complaint in writing, signed by you or on your behalf,
• provide copies of all facts and correspondence relevant to your complaint,
• outline action taken to resolve the complaint to date,
• advise your desired outcome,
• give consent for your complaint to be referred to VicRoads for investigation if required.

Ombudsman Victoria
Level 9, 459 Collins Street, Melbourne 3000
Ombudsman Victoria website

Telephone: 9613 6222
Toll Free: 1800 806 314
Facsimile: 9614 0246
email: ombudvic@ombudsman.vic.gov.au