I honestly don't understand how the customer service system at VicRoads can be so inconsistent. Every time you speak to someone on the phone, you seem to get a different answer. You follow the instructions you're given, thinking you're doing the right thing, only to finally attend a service centre, wait over two hours in total, and then be told… Read more
you've been given the wrong information and need to do even more paperwork.
Our father recently passed away, and during what is already an incredibly difficult time, we've been sent from one person to another with no clear guidance. There seems to be very little compassion or empathy for families dealing with grief. Instead of helping people through the process, the system creates unnecessary stress, confusion, and frustration.
We are simply trying to transfer a vehicle with no debts, no claims, and no complications into the name of a child who was our father's full-time carer. It should not be this difficult. Yet every step seems to involve conflicting advice, additional requests, and more delays. We are now being asked to provide further proof that our father is deceased, despite already following the instructions provided to us.
What is most disappointing is the toll this process has taken on our family's mental health. We are already coping with the loss of a loved one, and the constant runaround, long wait times, and inconsistent information have added significant emotional stress during a period of grief. It feels as though there is no consideration for the impact these delays and mistakes have on real people.
Families dealing with bereavement deserve clear communication, consistent advice, and a process that is handled with compassion and dignity. Unfortunately, our experience with VicRoads has been the complete opposite.
Very disappointing experience.
Went in to vicroads Carlton to update my name so it is same as my passport to make online identification verification easier. Was told they would send me a new licence card within two weeks. They took my current drivers license. Told them I’m going overseas and need to apply for an international drivers permit. Staff said I can use my digital… Read more
licence. Went to RACV to apply for an international drivers permit. They said it is just a permit and that I would be required to show my physical licence together with the permit overseas. I said staff at vicroads told me digital licence ok. RACV said not to their knowledge. VicRoads staff should have known that I need my drivers licence card for the international drivers permit overseas. Returned to Melbourne after month later and still no licence in the post. Rang VicRoads and was told they never ordered a card to be sent to me. Had to wait another two weeks for my card. Come on VicRoads. Train your staff better.
Why don’t they provide proper support and training? I had incorrect and conflicting advice from different agents on what should have been a straightforward process. Resulted in me having to drive 3 hours out of my way, losing a day of income and incurring massive petrol bill because their agents are not educated or accountable. Just tried to log… Read more
into my online account to change rego period, but of course that is an impossible task because they are allegedly upgrading their website. No mention of when it will be available so I’ll just continue to guess. I don’t trust anyone to get a simple procedure done over the phone because my prior experiences have resulted in 100% failure from their agents in giving accurate information or executing a basic task. It is extraordinary how widespread the incompetence is.
Reviews with attachments
The person I chat with can't verify me via chat, and he wants me to call the call centre. I don't understand what makes that better, and there are no apologies for not providing the service via chat. Very rude.
Vic roads Vehicle reports are useless, I paid for a report on my own car before I sell it and they reckon they have "No record"Of past roadworthys and "No record of any odometer readings. Trust the Victorian Government to be Scamming it's own constituents. What a total waste of money. How can Vic roads have "No records"Of past roadworthys. Thats… Read more
literally what they have in their Database. Obviously accessing the free pssr reports and charging people $38 for the privilege.
Exceptional service from Josh and Kat at Vicroads Wodonga. Josh spent hours getting my new toy registered when he discovered a problem interstate. He did not pass the buck, between him and Kat in the Wodonga Vicroads office, my car was successfully registered with all problems in Victoria resolved. This issue was easy to pass onto Queensland… Read more
where the problem existed but Josh fought for my car to be registered here as it met all the criteria required. I'm driving my dream car today because people cared in the Wodonga Vicroads, I am forever grateful for all your help. Cheers Brenton Tangambalanga North East Victoria
The worst roads in Australia. The out back dirt roads are in better condition. Pot holes everywhere and no responsibility from vic roads when they damage your car. $8000 in damages to car
- +7
Thousands of litres of polluted water surging into our family home - Highbury Road, Burwood VIC – VicRoads - DTP - Road and Roads Safety refuse to accept that our road floods. Our part of Highbury Road holds 50,000 litres of water before flooding our family home for the past 10 years. Not good. More than 20 public servants involved just shrug their shoulders. We are being forced to sell our home so we can give our son a safe, clean… Read more
environment. I am not very happy with the Labor party. They have had ten years to fix these problems. Every time we are flooded out, I feel like we are being trespassed upon. We are about to give up and so we will turn to social media for help. Our family home takes the brunt of severe stormwater flooding from Highbury Road time and time again. VicRoads keep denying this serious flooding is their problem. They have assured us that one small side drain can handle 50,000 litres of torrential water. This one and only VicRoads side drain sits 750mm higher than the road it needs to drain. These stormwater surges are so intense we feel it’s time to hand our keys over to VicRoads. More than 15 thousand litres of polluted water from VicRoads asset flows under and around our house, due to severe overland drainage problems, it flows directly below our son’s bedroom, and he gets a dreadful cough if we do not move him to another room, for a week or so, until the soil dries out below his bedroom. In the short term, wet soil isn't an issue, but if it stays sodden or is inundated for longer than a couple of days, the excess moisture can wreak havoc, reducing in the soil and causing conditions to become anaerobic and sour. We have even had to remove all our timber barge boards to increase air flow. We have given up trying to explain this to VicRoads for the past several years and they keep denying their road outside our family home has nothing to do with them. We feel like squatters with no rights whatsoever. If we dumped 15 thousand litres of water onto a neighbour's place several times we would be charged with criminal damage. Our son needs somewhere safe to play and sleep. Our son like to dig in the garden, like most kids, but the soil is saturated from filthy polluted road water is no good. I regret to say I do not think VicRoads – DTP - The Road and Roads Safety government departments have a clue what they are doing. Twenty four percent of Victorian accidents are due to wet roads. We think our son deserves a cleaner place to play. We think the Victorian motorists deserve a better deal than this dangerous road. We have collected over 100 photos and some videos of these floods. We do not have a spare $45,000 for legal fees and to employ an engineer to fight VicRoads. Flood date: 02 December 2010 Flood date: 30 June 2011 Flood date: 04 April 2020 Flood date: 30 January 2021 (30th January 2021 was a very wet period, the worst since 1996) Flood date: 10 June 2021 Flood date: 17 July 2022 Flood date: 07 October 2022 Flood date: 08 January 2024 Flood date: 25 August 2024 (Two videos and several photos recorded during the flood).
Latest follow-ups
Decided to purchase a new vehicle, went online to get replacement plates for my plate, the system would not reconize my licence. I phoned the call centre on the Monday explained my issue, got told I would need to visit a customer service centre.I… Read more
hate attending Vic Roads but did attend 3 days later. I was pleased to see a service desk on entry instead of pushing a button and hoping like hell you chose the right one. Then reality set in and I was given a FORM TO FILL IN. I was then given a number and duely waited 15 minutes, when my number was called presented to the counter handed my licence over and the form and after scrutinizing the form got "why didn't you do this online" answered that the system wouldn't accept. Got a look then they proceeded to enter the details. Was asked what colour which I desribed as a Stainless steel or silver colour got told no such colour then got told do you mean chrome, I confirmed. Had the $391.87 extracted for this. On receiving plates followed instructions only to have to pay another$146.40 and to take back to a centre arrived got given a number and told to wait. Really thought you want people to pay and buy plates THE SERVICE NEEDS IMPROVING.
Follow-up · Took plates back had to wait with a ticket till my niumber was called after a 5 minute wait my number was called I arrived at the counter and was greeted with what can I do to help and I replied your plateds back, abso;utely disgusted that I have to wait to return some plates. On my return to work I carefully worded up the above and about 3 days… Read more
On 17th September 25, My Daughter and i were allowed in with a puppy , AFTER getting permission from a very nice lady and a gentle men sitted outside the door entrance of VIC ROADS CUSTOMER SERVICE CENTRE office ,WE GOT A NUMBER and we sat for… Read more
cople of minutes before our number was called out, AS we were discussing with the counter officer [Name Removed], An OLD woman SHOUTED at us in a very high tone from behind the counter and everybody was gobsmaked and went quite, she demanded to GET OUT with the puppy as dogs were not allowed inside the building. VERY IMPOLITE OLD WOMAN ,she could have simply walked 2 meters and told us politely. SHAME ON YOU GRANDMOTHER you were very direspectful ,AND i dont care you were the prime minister of VIC ROADS OFFICE IN GEELONG CUSTOMER SERVICE CENTRE ,She mentioned she was the CFO of VIC ROADS ...SHAME ON YOU WOMAN.
Follow-up · There were 2 sets of rules instructed by the employees. There was NO PET POLICY ON DISPLAY Training is biased
Recent reviews
what an archetypical ratbag Government organisation. Long winded entry to you account just to pay their extortionate registration fees then they charge a fee to process Bank account or Card processing which the same Government banned. Try and leave a complaint and they demand ALL your details ovbiosly so the can mark your Rego for attention by police speed cams etc
My review is based on my experience with an inspector known as Bob, who sells cars on Facebook while also working as a VicRoads inspector. He approved a 2009 Ford Territory that should not have passed inspection due to its condition. I would strongly advise buyers to exercise caution and thoroughly inspect any vehicle before purchasing, especially when dealing with sellers who may have a conflict of interest in the inspection process.
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I attended the Cheltenham location on 15/4/26 to change my rego payments to quarterly I wasn’t even given a ticket Rafi took care of my request right there and then also helped me upload my digital license He could not have been more helpful, courteous, professional and friendly I was in and out very quickly It would be great to get this level of service from other organisations
There is very poor performance on routine tasks such as license renewals and car registration renewals, as well as very poor internal communication and streamlined processes, poor customer service and response. Great waste of public time and organizational resources.
Vic roads is demanding I install an interlock without even providing me with the authority they are acting under to compel me to do such a thing. They have ignored my emails and I have had to twist their arm using a FOI request and now they demand me to pay money to access documents THEY need - in order to validate their demand.. For everyone else… Read more
going through the same thing:
s22 (1) (g) of the Freedom of information Act (Vic) says, a fee shall be waived for routine requests and s22 (1) (h) (iii) says an application fee must not be applied when the request pertains personal information.
Don’t let them push you around, make them work like the public servants they are and don’t give them a cent of your money. They are already on a public payroll to do a service which they refuse to do.
Disgusting organisation that takes money and neglects roads and rubbish. This organisation is the most vile government owned body I’ve ever dealt with. Our freeways and roads are piled with rubbish, weeds, graffiti and overgrown grass. Victoria looks like cr#p because these grubs continue ignore their responsibilities for which WE PAY FOR. VILE GRUBS !
Very poor website and staff that are not allowed to talk to anyone about a company vehicle because a company can't be verified!!!! Ummmm HELLOOOO we are not frigging criminals, we just want to register our veichles! What a frigging JOKE VicRoads is! The website does not give enough info on company vehicles that are on part year rego, can't tell… Read more
when the rego needs to be paid by and then if the vehicle is expired more than 3 months it just drops out of your list of vehicles.
VicRoads used to be extremely helpful and much better at customer service than ServiceNSW but they have gone down the toilet, never to be helpful again. RIP VicRoads
Today I took the driving test. The examiner was Koula. She was very friendly and professional. Her instructions were clear, which helped me not to get nervous. Meeting her was my lucky encounter~~~
Have had some rather unfortunate circumstances with two close family members passing and accidents, disability, the TAC is now an amoral insurance company, etc. But there is absolutely no way to add concession details. The instructions provided on the site do not correlate with web or phone apps. Their incompetence is only exceeded by their… Read more
corruption. Fortunately we have very good Courts and Police, I'm looking forward to the snarky comments from the judge - they know them very well.
Efficient service! There was a long queue at the Greensborough service centre but it was sorted in no time, I was there for a new Driver's License photo, in & out in 10 mins...
it was a nightmare trying to renew car licencse........not very user friendly at all....too many loops and hoops.....forced to renew password...then had to create a key pass which i have no idea what it is or how to handle it......at least have a casual payment system using cust no or something...definetly desighned for millenials....what happened to simple and straight froward
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⭐⭐⭐⭐⭐ I would like to sincerely thanks Zag and Sannie at VicRoads - Hub@Sunshine for their outstanding kindness and support. My car registration had expired, and I urgently needed to renew it. Normally, this requires an appointment, and especially at this time of year (22nd December, just before Christmas), appointments are usually fully booked… Read more
and can take weeks to secure. However, Zag truly made the impossible possible. Instead of pushing me back to a later appointment, she went out of her way to help me on the same date, which meant so much to me. I live on my own and only have one car — without it, I wouldn’t be able to manage daily life at all. Both Zag and Sannie were incredibly understanding, friendly, and compassionate. They genuinely listened and cared about my situation. If it were not for their help, I would have been without a car for at least two weeks during the Christmas and New Year holiday period.
I am extremely grateful for their exceptional customer service and kindness. Thank you, Zag and Sannie — you truly made a stressful situation so much easier and brighter during a very busy time of year. If there were an option, I would give their customer service 6 stars Best regards
A very trash service not improved getting worse and worse and worse register a vehicle in victory is a big problem no appointments available anywhere with the lasy unprofessional employees
Bad experience with customer service this morning at VIC roads. Have had personal struggle and asked for some extra time to pay rego. No compassion at all. Very disappointed people just don’t care anymore about other people. Wonder how the staff member would feel if the same happened to her.
I moved from NSW Sydney ,I find Vic road has a very slow and outdated system and they disregard for people service this is immensely slow had to make appointments for licesnse change and registration change ,I am very much disappointed by the service 3 week since I change my licence there is no mail in post contacted the Vic road I feel there system is way back need lot of improvements
I had Raz in Vic Roads Coolaroo as my test Examiner at VicRoads Coolaroo, and he was extremely professional throughout the entire process. He remained calm and composed at all times, which made the experience much less stressful .
Another Dan Andrews communist case study. Privatised and now only care about their KPIs which have no accountability for being stupid. Put in to cancel four registrations of trailers and got all 4 rejected because photos did not show that both number plates had been properly destroyed (i.e. cut etc). Hey idiot VicRoads employee, trailers only have… Read more
one plate. No way to address the rejection than to join the terrible phone queues and I bet they'll say do it all again.
I took my Drive Test on the 9/9/2025 with a VicRoads instructor named Xee. Xee was an extraordinary instructor who gave me clear verbal communication directions and did not waste any time teaching me. Thanks to him I was able to get my P1 license and feel slightly more confident about driving! :D Again, thanks to Xee, I will make sure to be the best driver I can be!
My husband and needed to renew his driver's licence We can hardly believe we were in and out under 5 minutes. First time ever! Thank you for your friendly, speedy and efficient service. Very happy!!
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