At VicRoads, it is important to us that you are satisfied with the services we provide. We will endeavour to resolve any problems you may experience with our service delivery as per our Customer Charter.
VicRoads is committed to hearing your suggestions and resolving any complaints you may have in an efficient and fair manner. Your feedback will be consistently captured to enable us to improve our service delivery.
VicRoads Complaints Handling Process has been developed in accordance with best practices. This process ensures that your complaint is efficiently handled.
What is a Complaint?How do I make a Complaint?
Our Complaints Handling Process
External Agencies Contact Details
A complaint is any expression of dissatisfaction that relates to service delivery or the experience of a person/group/organisation in dealing with VicRoads.
Complaints are generally related to a VicRoads policy, procedure, system or behaviour of a VicRoads officer involved in service delivery.
For any urgent matters relating to the road network (i.e. road hazards or traffic signal faults) please call our Traffic Management Centre on 13 11 70.
If you have a complaint regarding our service, please provide us with all the relevant details by:
1. Completing the ‘Customer Service Feedback/Complaints’ form under the Feedback & Enquiries page.
2. Speaking to one of our trained consultants over the phone on 13 11 71
3. Speaking to someone in person by visiting one of our Customer Service Centres
4. Writing to us at the following address:
Director Customer Relationships
VicRoads
6th Floor, 60 Denmark Street,
Kew VIC 3101
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VicRoads recognises the importance of having a consistent approach to handling customer complaints and the value of using complaints data to improve our service delivery. Customers are encouraged to contact us first on all matters relating to our customer service.
Identify your specific topic or issue. Making notes is a good idea as it ensures that you cover all points. Think about the resolution you would like to see as an outcome.
We invite you to send your concern to us electronically or contact one of our trained consultants at a Customer Service Centre or Call Centre (13 11 71) who may be able to address your issue.
Upon receiving your complaint, some issues may need to be referred to another business area or specialist for follow-up. VicRoads will investigate and if you would like a response, we will respond to you in a timely manner, as outlined in our Customer Charter.
We endeavour to resolve your complaint the first time you contact us. If your complaint is more complex or if you are not satisfied with our response, a Senior VicRoads officer will review your complaint.
We take complaints seriously and endeavour to resolve your concerns with our service delivery fairly and appropriately.
Your issue will be addressed and may be noted for further business improvements.
If after following VicRoads complaints handling process you are not satisfied with the outcome, you can contact an appropriate external agency for consideration. Other agencies may include:
Ombudsman Victoria
Level 3, 459 Collins Street, Melbourne 3000
http://www.ombudsman.vic.gov.au/
Telephone: (03) 9613 6222
Toll Free: 1800 806 314
Facsimile: (03) 9614 0246
Email: ombudvic@ombudsman.vic.gov.au
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