VicRoads telephone system updates

As we continue to strive to enhance our customers’ experience, we are excited to inform you about upcoming improvements to our contact centre telephone system.

Designed to simplify how we connect with our customers, these changes will be implemented on Saturday 23 November 2024.

Please find below an overview of the key changes that customers may notice.

Transition from number pad entry to voice recognition

To make it easier for our customers to interact with our call centre, we will be shifting from number pad entry to voice recognition technology.

This change will enable our customers to simply say their reason for calling, ensuring a more effortless and intuitive experience.

Automatic authentication process

We are also introducing a new method of authentication to better assist our customers and help reduce wait times.

Before connecting with a staff member, customers will be invited to complete a quick, automated authentication process using their driver licence or learner permit number. In some cases, we may send a one-time passcode to the customer's registered mobile number for additional verification. Customers will also be able to press # to bypass the system-led process and complete the full their identity check with a staff member.

New self-service options

Four new self-service options will be available to help resolve customer queries faster and without speaking to an Agent. These include receiving information about changing names, stolen number plates, booking appointments and applying for an unregistered vehicle permit.

New international phone number

Customers calling VicRoads from overseas will transition to calling a new phone number (+61 3 7073 9600). The current international number will be disconnected from 1 June 2025.