VicRoads is a Victorian Government body that manages vehicle registration and driver licensing services in Victoria. It registers over 6.5 million vehicles and licences more than 5 million drivers of cars, motorcycles, heavy vehicles, and boats.
What types of complaints can you make?
You can make a complaint to VicRoads if you have issues with transactions related to vehicle registration or driver licensing in Victoria. This includes problems with:
Licensing complaints:
- Suspension, cancellation or reinstatement of a licence (e.g. unclear, unfair, or incorrectly applied decisions)
- Wrong or misleading advice about licence conditions
- Alcohol interlock program conditions or errors
- Learner or probationary licence applications or conditions
- Demerit point recording errors
- Digital licence information or access problems
- Medical fitness-to-drive assessments (e.g. errors in applying restrictions or failing to consider medical reports)
Vehicle registration complaints:
- Delays or mistakes in transferring vehicle registration
- Registration concessions incorrectly applied or denied
- Issues with Zero or Low Emissions Vehicle (ZLEV) discounts or registration handling
Refund complaints:
- Being overcharged, double-charged, or wrongly refused a refund
Customer service complaints:
- Rude, unhelpful, misleading or unprofessional service by VicRoads staff (in person, online, or by phone)
Procurement and tender complaints:
- Concerns that a VicRoads procurement or tender process was biased, unfair, or not properly conducted
VicRoads cannot consider complaints about:
- Road hazards, traffic problems, or potholes (Department of Transport and Planning)
- Parking fines or tickets (local councils or Fines Victoria)
- Toll fines or toll road issues (CityLink, EastLink, or Fines Victoria)
- Court or police-imposed penalties (VicRoads cannot change court orders, police fines, or suspensions)
- Disagreeing with a failed driving test (unless something went wrong with how the test was run)
- Car safety faults or recalls (federal government or manufacturers)
- Disputes over vehicle ownership between private parties
- Insurance, warranty or compensation claims
- Serious staff misconduct or corruption (report to IBAC)
- Policies or laws themselves (VicRoads cannot change legislation or government policy)
- Vehicle or licence issues outside Victoria
- Matters already decided by a court, tribunal, or other government body
- Complaints that are abusive, vexatious, lacking substance, or made without enough information
Jurisdiction:
VicRoads operates under Victorian law and can only deal with complaints about vehicle registration and driver licensing services carried out in Victoria.
Time limits:
There is no set time limit, but VicRoads may decline to investigate if too much time has passed or records are no longer available.
Discretion:
Even for issues normally within scope, VicRoads may refuse to act if:
- They’ve already dealt with the matter and no new information is provided
- Another agency is already handling it
- The issue is too old to investigate fairly
- The complaint is unreasonable, repetitive, or not made in good faith
Who can you make a complaint against?
You can complain to VicRoads about how it manages its registration and licensing functions. This includes:
VicRoads staff:
- Staff who handle registration or licensing transactions and provide customer service.
- Issues may include rudeness, delays, poor communication, or incorrect advice.
VicRoads internal departments:
- Teams that process transactions such as licence suspensions, alcohol interlock programs, registration transfers, concession assessments, and refunds.
VicRoads digital services team:
- Responsible for managing myVicRoads accounts, online payments, and automated notices.
- Complaints may cover errors, system failures, or access problems.
VicRoads procurement or contract staff:
- Employees who manage tenders or procurement processes.
- Complaints may relate to unfair treatment, bias, or failure to follow proper procedures.
VicRoads cannot consider complaints about:
- Victoria Police: including fines, traffic stops, or suspensions issued by police.
- Victorian courts or tribunals: such as the Magistrates’ Court. VicRoads cannot review or change their decisions about driving offences, fines, or disqualifications.
- Local councils: responsible for parking fines, signage, and local traffic enforcement.
- Toll road operators (CityLink, EastLink): toll payments and fees are managed by private operators or Fines Victoria.
- Department of Transport and Planning (DTP): responsible for hazards, damaged signs, traffic signals, and road maintenance.
- VicTraffic: provides live traffic updates, not managed by VicRoads.
- Major Road Projects Victoria: responsible for major road and bridge works.
- Vehicle manufacturers or dealerships: faults, recalls, or sales practices are not handled by VicRoads.
- Private individuals: VicRoads will not intervene in disputes between buyers and sellers or private ownership disagreements.
Are you eligible to make a complaint?
Who can make a complaint?
Anyone can make a complaint to VicRoads about registration or licensing matters.
Have you tried to resolve the issue directly?
Before making a formal complaint, you should first try to resolve the issue with a VicRoads staff member.
Can complaints be made on behalf of someone?
Yes. You can complain on someone else’s behalf, but VicRoads will need proof you have their consent or legal authority to act for them.
VicRoads may not accept your complaint if:
- You are not directly affected (for example, complaining about someone else’s licence or registration without impact to you).
- You don’t have consent or legal authority to act for another person.
- You cannot confirm your identity (anonymous complaints may not be accepted).
- You are legally required to have someone else act for you (e.g. under a guardianship or administration order).
- You are complaining on behalf of a business without proper authorisation.
Additional information: VicRoads’ complaints process is free. You do not need a lawyer, though you can seek legal advice at any time.
What can this body do to help?
VicRoads can investigate complaints and fix problems with licensing and registration. The main remedies include:
Correction of errors:
- Reinstating a licence that was wrongly suspended or cancelled.
- Fixing concession entitlements for eligible cardholders.
- Reviewing medical assessments that affect driving eligibility.
- Adjusting licence conditions (for example, reducing the length of an alcohol interlock requirement).
Refunds:
Returning overpayments caused by errors or misunderstandings (e.g. wrong concession status, unnecessary registration fees, incorrect vehicle categorisation).
Reversal of transactions:
- Cancelling a registration transfer if it was done without proper consent or documents.
- Placing a hold on further transfers while ownership disputes are resolved.
Withdrawal of penalties:
- Withdrawing a suspension or fine if VicRoads made an error (for example, not sending renewal notices).
- Reinstating registration without penalty where VicRoads was at fault.
Apology or explanation:
Providing a formal apology or detailed explanation when there has been poor service, unclear advice, or miscommunication.
Process improvement:
Reviewing and changing internal systems, policies, or procedures to prevent similar problems in the future.
VicRoads cannot:
- Overturn court or tribunal decisions (e.g. licence suspensions or fines ordered by a court).
- Cancel police-issued fines or charges (only police or courts can do this).
- Pay compensation for inconvenience, stress, lost income, impound fees, legal costs, or car repairs.
- Change the law (they can only apply existing laws such as interlock requirements or demerit point rules).
- Resolve disputes between individuals (such as private arguments about vehicle ownership or money).
- Guarantee outcomes when referring matters to other bodies (such as IBAC or the Department of Transport and Planning).
How to prepare your complaint:
When making a complaint to VicRoads, include as much detail as you can so they can respond quickly and accurately.
Personal details:
- Provide your full name, email or postal address, phone number, state and postcode.
- If you want a response, you must provide these details. If you tick “I don’t need a response” on the online form, or choose to remain anonymous, you won’t receive one.
Respondent’s details:
If possible, include the name of any VicRoads staff member you dealt with and the date/time of contact. Add this in the “Comments” section of the online form.
Relevant facts:
- Clearly explain the issue you experienced.
- Include dates, times, locations, and any reference numbers.
- Describe the impact the problem caused you.
- Outline what steps you’ve already taken to resolve it.
- Say what outcome you’re seeking.
- Attach supporting documents such as letters, emails, receipts, or photos.
What not to include:
Don’t provide false or misleading information. This may be an offence.
Extra information:
For more guidance, visit the VicRoads Complaint Handling webpage or call 13 11 71.
Lodging your complaint and next steps:
You can lodge your complaint:
- Online: Feedback form on the VicRoads website.
- Telephone (Metro): 13 11 71.
- Telephone (Regional): 133 RRV (133 778).
- In person: At a VicRoads Customer Service Centre.
- By mail: VicRoads Customer Resolution Team, GPO Box 1644, Melbourne VIC 3001.
Receipt and timeframes:
If you ask for a response, VicRoads aims to contact you within 7 working days.
Assessment:
If you complain at a Customer Service Centre or through the Contact Centre, VicRoads will try to resolve your issue on the spot.
Escalation inside VicRoads
- If you’re not satisfied with the first response, you can ask for your complaint to be escalated to the VicRoads Customer Resolution Team.
- This team will investigate and check if the correct decision was made. If VicRoads gave you incorrect information, they may reimburse reasonable costs.
Escalation outside VicRoads
- If you’re still unhappy after the Customer Resolution Team’s response, you can escalate to the Customer Relationship Management Team at the Department of Transport and Planning (DTP).
- The DTP can review the complaint, and if they find VicRoads made a mistake, they will send it back to VicRoads to fix.
Possible outcomes:
Depending on the review, outcomes may include:
- Confirmation of VicRoads’ original decision.
- Refunds for overcharged amounts.
- Correction of errors in licensing or registration.
Extra information:
- Provide all relevant details when you first lodge your complaint to avoid delays.
- Let VicRoads know if circumstances change, including if your problem is resolved.
- Keep a copy of your complaint and any documents you submit.
More information:
Refer to the factsheet provided below for more information.
