It is a document that describes VicRoads service commitments to the community. It details what you can expect when dealing with us and the level of service we aim to provide.
The Customer Charter includes the following sections:
VicRoads is a statutory corporation within the Victorian Government Infrastructure portfolio.
Our purpose is to deliver social, economic and environmental benefits to communities throughout Victoria by managing the Victorian arterial road network and its use as an integral part of the overall transport system. This includes providing cost effective and accessible registration and licensing services to the Victorian community and implementing road safety strategies.
VicRoads aims to ensure the road network is in a good condition and to provide people with the necessary access to it. In doing this we manage more than 22,000 kilometres of road and 5000 bridges. We also process more than 16.5 million transactions a year for 3.5 million licensed drivers and 4.4 million registered vehicles.
At VicRoads, it is important to us to have strong and effective relationships with the community. In endeavouring to do this, we aim to provide information, listen to feedback, continually review and develop our services and consult with you where appropriate.
We are committed to:
- making decisions and providing advice on merit and without bias, inconsistency, favouritism or self interest
- acting fairly by objectively considering all relevant facts
- using the views of others to improve outcomes
- being honest, open and transparent in all of our dealings
- responding to individuals regarding their needs.
- providing improved information for road users to assist in making better travel choices.
At VicRoads we aim to provide you with convenience and choice in how you can contact us.
- Visit us on the internet anytime at www.vicroads.vic.gov.au
- Telephone us on 131171 Monday to Saturday
- Visit one of our Customer Service Centres, Monday to Friday. To find the location of your nearest centre view our office locations and opening hours page or give us a call.
- For hearing or speech impaired enquiries, phone the TTY - Teletypewriter service on 1300 652 321 (a TTY phone is required to use this service).
- Interpreter services are available. VicRoads uses the Victorian Interpreter and Translating Services to assist in licence or learner permit tests, telephone (03) 9280 1955.
For further details of how to contact us, including our opening hours visit our Contact Us page.
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At VicRoads, we aim to deliver:
- Complete and accurate information the first time
- Efficient and responsive services
- A professional approach, with consistent and high quality service
- Up-to-date road and traffic information on our website and to the media.
In all of our dealings with you, we will endeavour to:
- Identify ourselves
- Listen and focus on your needs
- Act with integrity and respect
- Be courteous and helpful
- Ensure simple and clear communication
To assist us in providing you with service that meets your needs, we ask that you:
- Have all information relevant to your enquiry with you (a visit to our website can be helpful)
- Treat our staff with courtesy and respect
- Tell us if you have any special needs
- Let us know when you are happy or unhappy with the service you received
At VicRoads we aim to achieve the following service standards.
- If you email us we will respond within seven working days
- If you write to us we will respond within 15 working days
- If you telephone us we will answer your call within 30 seconds
- If you visit us at a VicRoads Customer Service Centre we will serve you within 10 minutes.
No matter how you contact us we will try to help you the first time or refer you to the right person immediately.
VicRoads welcomes your feedback to help us improve the quality of our services. If you have a complaint, compliment or something to tell us, we encourage you to visit our website and make use of the Contact Us / Feedback function, telephone us on 13 11 71 or tell one of our staff.
We undertake ongoing measurement of our service delivery to determine how effectively targets are being met. Results are published annually in the VicRoads Annual Report, available on our website.
VicRoads is committed to protecting your privacy. If you want to know more about Privacy at VicRoads you can view the full privacy statement or contact the Information Privacy Coordinator, Level 5, 60 Denmark Street, Kew Victoria 3101, telephone 13 11 71.
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