Our Customer Charter

This charter describes VicRoads commitment to our customers. It details what our customers can expect when dealing with us and the level of service we aim to provide.

What we do

VicRoads is a statutory corporation within the Victorian Government. Our purpose is to manage a safe, reliable and sustainable arterial road system as part of an integrated transport network. This means keeping the road network in a good condition, providing registration and licensing services and implementing road safety strategies. 

At VicRoads we want to deliver the best possible customer service. This means we want to: 
  • Make a Connection with our customers
  • Make it Easy for customers to deal with us and use our services
  • Make a Difference by being professional and delivering effectively

Making a connection

At VicRoads, it is important for us to make a connection with all of our customers. We create opportunities for customers to connect with us by providing information, listening to feedback, continually reviewing and developing our services and consulting with you where appropriate.

How to contact us:

  • Call: 13 11 71 (8.30am - 5pm Monday - Friday. 8.30am - 2pm Saturday - limited transactions only)
  • Visit: Customer Service Centres (Monday to Friday). Find the location of your nearest centre.
  • Email: Feedback and Enquiries form
  • Interpreter services: Victorian Interpreter and Translating Service, telephone (03) 9208 0783 (8.30am-5pm Monday to Friday)
  • Interpreter services: The Graduate, telephone (03) 9605 3050, (8.30am to 5pm Monday to Friday)
  • Hearing or speech impaired via the National Relay Service: Teletypewriter (TTY) users - phone 13 36 77 then ask for 13 11 71;  Speak and Listen users - phone 1300 555 727 then ask for 13 11 71 

See more about how to contact us, including our opening hours

Feedback and complaints

VicRoads welcomes your feedback to help us improve the quality of our services. 

If you would like to provide us with feedback or lodge a complaint, please complete our Feedback and Enquiries form, telephone us on 13 11 71 or speak to one of our staff at a Customer Service Centre.

We have a complaints reporting process to ensure any complaint is handled quickly and fairly.

Making it easy

We make it simple and straight forward for customers to transact and communicate with VicRoads. We deliver reliable service to consistently high standards, provide customers with the right information first time and keep our services as simple as possible. 

Service Goals

At VicRoads we aim to:
  • continually increase our online transaction capability for your convenience
  • answer telephone calls in an average of 240 seconds 
  • serve you in person within 10 minutes
  • respond to emails within 7 working days 
  • respond to written correspondence within 15 working days.

Privacy

VicRoads is committed to protecting your privacy. If you want to know more about privacy at VicRoads, see our full privacy statement or contact the Manager Freedom of Information & Information Privacy, Level 5, 60 Denmark Street, Kew Victoria 3101, telephone 13 11 71.

Making a difference

We are accountable for delivering effective results and services in a professional manner, acting with integrity and ensuring transparency by taking ownership of issues and proactively seeking resolutions.  

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 (gathering information from our website can be helpful) 
  • treat our staff with courtesy and respect 
  • tell us if you have any special needs. 

Reporting our performance

We undertake ongoing measurement of our service delivery to determine how well we are performing and that targets are being met. Results are published in the VicRoads Annual Report, available on our website.






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