Complaints reporting

VicRoads has a reporting process to ensure any complaint is handled quickly and fairly. Complaints help us to improve services to all of our customers.

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.

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

Your options are as follows:

  • fill out the online feedback form providing as much detail as possible
  • call VicRoads contact centre on 13 11 71
  • call Regional Roads Victoria contact centre on 133 RRV (133 778)
  • visit a VicRoads Customer Service Centre
  • write to VicRoads at:
    VicRoads Customer Resolution Team
    GPO Box 1644
    Melbourne  Vic  3001
  • write to RRV at:
    Regional Roads Victoria 
    88 Learmonth road
    Victoria 3350.

How we handle complaints

The process to make a complaint is as follows:

  • Step 1: Lodge your complaint. Make sure you clearly identify your issue and the outcome you want.
  • Step 2: If you lodge your complaint at a Customer Service Centre or the VicRoads Contact Centre, we'll try to resolve your complaint on the spot.
  • Step 3: If you're not satisfied with our resolution or response, you can ask for your complaint to be escalated to the VicRoads Customer Resolution Team.
  • Step 4: If you're not satisfied with the outcome from the VicRoads Customer Resolution Team, you can ask for your complaint to be escalated to the Customer Relationship Management Team at the Department of Transport and Planning.
  • Step 5: If you have escalated the complaint to the Department of Transport and Planning and are still not satisfied with the response, you can contact an external agency, such as the Victorian Ombudsman.

External complaints handling via the Victorian Ombudsman

If after completing our complaints handling process you are not satisfied with the outcome, or your complaint remains unresolved, the Victorian Ombudsman may be able to assist you.

If VicRoads has not had the opportunity to resolve your complaint, the Victorian 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 Victorian Ombudsman, including if it:

  • 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 the Victorian Ombudsman 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.

More information on how the Victorian Ombudsman can help you is available on their website.

Victorian Ombudsman

Level 2, 570 Bourke Street, Melbourne 3000
Victorian Ombudsman website
DX210174 Melbourne
Call: (03) 9613 6222
Toll Free: 1800 806 314
Facsimile: (03) 9602 4761
Deaf or Hearing Impaired TTY users: 133 677 then 03 9613 6222
Onsite interpreter: 1300 655082
email: [email protected]

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