VicRoads Review

Fast and friendly service getting a Proof of Age card.

Fast services, Extremely helpful and friendly staff!

Friendly and very professional, it took me less than 120 secs to get my work done. Cheers to VicRoads.

Very unorganised. Even with an appointment, had to wait over an hour. Only one person attending the people at the door and when I arrived there was no one. I took a ticket and waited for a long time but apparently I was supposed to notify the person who was not there when I arrived. They skipped my turn. The lady at the counter was very rude and told me that was because I was late although I was there 10 min earlier than my appointment. Very unpleasant experience.

Rare example of a bureaucracy done right. Well done.

Cant book an appointment online. Wait 30 mins at the hub to just book a future appointment. Which costs $19 (for the inefficiency of someone to book a time in an online calendar). Then told to come back in 2 weeks for the next available time. All this just to transfer an interstate license. Painful.

I had really great experience here. Professional and welcome personnel, short lines, the best vicroads in Mel .

I have been putting off getting my photo taken for 2 1/2 years because i could not be bothered going into a vic roads somewhere out in the suburbs and waiting for 2 hours. Because of this, i havent had a physical printed license for that amount of time.

It took me literally 4 minutes to walk into this store, get a ticket, take a seat, get my photo taken and walk out.

Just went today to interstate transfer and renew a license. Great experience as it was over 10 years ago that I went to Vicroads. Ahead of time, fast and friendly people there. Keep up the good work, cheers.

Many thanks for the kindly reception and the manager Paris.
They granted a great help to tranfer the rego to under my boyfriend's name which should be under his name three months ago
Thank you again. Super nice team!

Snazzy new office in a great location. Be aware that no cash transactions are performed here, card only.

Big thanks to Paul who accommodated everyone that walked through the door with enthusiasm, efficiency and most importantly, care factor that is hard to find these days! Awesome job to all the staff, with great thanks!

very efficient and friendly service. So much better than burwood vicroad.

Cannot fault the customer service in this Hub. All staff were genuine and ready to assist.

Walked in right on 8am. Wham bam thank you mam I was out in 10 mins. Nice & modern & a seemless experience.

Had my two tests here, the staff are super friendly and helpful, really brightened up my day!

I had a really good experience at this VicRoads office after a negative experience at the Carlton office. It s well set up and the customer service officer approached my needs with an attitude geared towards getting a positive outcome. All resolved competently with a smile.

AAA+ Service, I am a Car Dealer who has been dealing with Vic Roads for 20 years. This is by far the best service I have ever received, I am in there regularly and it is the same every time. Finally a Vic Roads Office that works with you not against you. Thanks guys keep up the great work.

Never thought I'd give a 5 star rating to a government agency. The concierge was brilliant, on point and made up for the lousy website. The team were professional and efficient. Well done, I'm very impressed.

Yikes. You'd be hard pressed to find more patronising staff members than those working at VicRoads - very rude. Please make your signage clearer for appointment holders and if you're going to require use of a concierge, ensure it's staffed properly.

In and out in 5mins. exact opposite of other government offices!

This was my best experience ever in victoads. Ryan transferred my bike for me and was a very nice person to talk to. It took me only 10 minutes and it was all done.
Thank Ryan and yeah victoads too to stay open till 6:00 PM.

Deserves 10 stars!..
It's been more than a year of my first visit and 6 months of last visit, still I cherish my visit and the awesome experience.

The best thing is the VIP treatment offered in terms of gestures by the staff.

I have been to other 3 Vicroads. No one is comparable to this one!..

I was in a bit of a difficult situation and Paul (and the other team members) really helped out. Fantastic group with extremely supportive service. 5 stars isn't enough.

Terrible experiences. One star for those receptions who have absolutely zero sympathy for others.

Fantastic and efficient! Quality service. I was in and out in less than 10 minutes. This was for a license renewal and photo. If you can go as soon as the Hub opens at 8am, it is very quick!

My first driving test. Staff so friendly and helpful. Thank you.

Thanks team you re the amazing team ,you help me and best customer service I ever seen yesterday I went to sunshine hub one lady treated me badly and I could complete my work.again I went to hub@exhibition centre today and they helped me thanks team.keep it up great service than

I'm trying to call you people but no ones answering the phone!!!!!!!!!!

I have been a here a few times. Wait time depends on the time of the day. Staff are friendly and courteous. Opening hours and location are very convenient.

Shocked and upset with the behavior of the team leader at Vicroads Exhibition Street. Rude and humiliating experience this morning. Went for my appointment at 11:30am this morning a bit late to which I agreed. However I did get the appointment for my license verification just this morning out of luck. They told me that the person in-charge was out on lunch break. I told them okay, what could I do? They told me to come back at 12:45pm and so I did. After waiting for an hour at about 1:45pm I asked the staff how much longer would it take ? They told me they d have to squeeze you in IF THEY CAN. My mum has a hand injury so she told them how much longer would it take as I need to get to the doctor s. In 10mins their team leader walks out and comes up straight to me saying you ll have to change the appointment for another day, you can t be HARASSING AND BULLYING my staff this way. She took me to the counter asked the girl there to make sure she doesn t call my name out and just rebook my appointment and told me people wait for a month to get this appointment and you ll have to as well. I got the appointment this morning from the Vic roads customer service on the phone and I didn t ask for it today, it just happened to be a cancelled slot. I felt humiliated and embarrassed as people sitting there were just looking at me. I had to repay for the second appointment, I paid twice for the service and didn t even receive the service I should have got in the first place. I have lodged an official complaint but I would still want people to know about this. It was humiliating and shameful. There was a much better way of dealing with this situation. It is obnoxious and toxic to see such a person working at a government branch and embarrassing civilians in the open. If this is what we get for getting an appointment by luck and being late by 5mins then I m really shook.

Well done Vic Roads. A great environment and fantastic Customer Experience. Staff were so helpful and understanding, most especially Paul.

I am an advocate as you can tell.

Bryn

Even though I had missed my appointment, Simone at counter 11 was more than happy to help me out so I didn t have to rebook which made my day. Great customer Service. Thank you again Simone

I always come to this VicRoads as they are all so friendly, helpful and quick. I've never had to wait longer than 15 minutes, typically I am always seen in around 5 minutes and the staff are incredibly knowledgeable. I went in today as I am exporting my classic car to NZ and had to formalise everything. I got a lady called Simone who was incredibly quick, helpful and happy! I would recommend coming to this VicRoads if you can, even if you travel a little further. Trust me it's worth it. I give this place a 5 car rating .

Compared with the VicRoads in Carlton, the service here is far better.... I really appreciate the efficient service and friendliness from the staff ;-) highly recommended!

Feel like they won't call my number... Customer satisfaction is zero!

Hi, i m not really good writing review about something like this, but honestly this words that i wrote from bottom my of my heart
last Friday ( 13th of Dec) i had been here(Vic Road Hub@ exh) i was quite surprise that i would have such a great experience,
when i walk in getting my ticket , one friendly lady ask me what i need , and that was great .
i got my ticket and didn't take long to wait,
i was on desk 2 ,i met one staff she so polite, wish is was knew her name so i can say thanks with this review,(she has plait hair) she did the job what need to be done and went so quick , not even 5 minutes i was there on that day. i had big smiles and so relieve after i got full licence things .
i Live so near to Carlton Vic road, i went so many times to do my paperwork, close and easy, but that day when i went there that day before i went to Vic Road Hub , i was bit unhappy.
but anyway i would say i m really appreciated for the help
dont remember how many times i said thank you to the staff while i walking out

Staff never called my queue number and I ended up having to wait an hour to correct this - Stressed staff members were not polite and verbally put the blame on me when I asked for help

I went there for my hazard perception test. Customer service was ok however the quality of the video was so bad and hard to see the road clearly. Why have such low quality video? And we are paying for this. It's just ridiculous!

Young upbeat friendly staff who were very helpful and very fast. A very pleasant change from ALL my past experiences at the other Vicroads offices that I have been to in the past where the staff were grouchy, slow, unhelpful, don't listen when having difficulties and RUDE.) This office is A++

amazing service, fast and very efficient, took me less than 3 minutes to get my license renewed.

Very good service! Everyone s very friendly, helpful and efficient. Bit of a shock that you have to pay $18 just to make a (mandatory) appointment. But who isn t money hungry?

Didn't have appointment. Was changing Interstate license. Took maybe 15 mins in total. Quite efficient

Visited VicRoads Hub@Exhibition this afternoon, what a pleasant surprise. Excellent service, fast, efficient, so very helpful, just simply proud of the staff who assisted me, thank you very much. Wish I knew your name so management know what an excellent employee they have in you.

What an awesome bunch of people working at this office where everyone is very friendly and willing to assist.

The worst service ever lady in Customer 12 . Can t believe it s a government agency.

Just needs more staff or another spot in the cbd 1hr wait time is insane..

The whole atmosphere here is like in a big funeral. Staff really don t care about helping people but more about their KPI. Customer service is a foreign concept.

Came in to do an interstate license transfer, was told there was a recent policy change blablabla so I had to book a new appointment etc. which meant I wouldn t be able to drive for a while, and then if you don t have other enquires I have another appointment after you .
Then it took 20mins for the servicing staff to actually bother to check VicRoad s records and realised that I m allegeable to get what I ask for and don t have to come back what so ever.
It will be nice if they can get this recent policy change story straight and actually bother to help people to get things done.

Friendly helpful staff, one of the better Vicroads i have been to.

Surprisingly efficient service hub! Delightful experience with Jess & other helpful staff. Great work- thanks

This is one of the best VicRoads offices I have been to so far. Staff are very friendly and try to assist you with the queries. The office is not crowded and therefore service takes less time. Decor is great!

I legally changed my name and was worried I d be judged or questioned when changing my license. I was greeted with only friendly service and a quick fix. It was fantastic!! Thanks VicRoads

I went to Hub@Exhibition to obtain a 5 year driver history report. VicRoads website states the price for this is $19.30 and you would get the details of your licence and demerit point history for the last 5 years. When I was served by the lady (can't remember her name but she was at the counter 9 at 8am). I explained to her that I need the 5 year driver history report and it's for my car insurance. She was very confident that they don't offer this service and the price on the website is incorrect. If I wanted to get the 5 year driver history report, the cost is $9.70 and it only comes with a history of your demerit points (no driver licence details) for the last 5 years which she showed me an example of the product very similar to your another product - "Your Demerit Points" ($9.70). When I asked her if I could speak to someone who may be able to assist, she rejected and told me she doesn't need to speak to anyone about this. I ended up getting a complete driver history report because I wasn't after the Your Demerit Points product.

I then called the call centre to confirm and the lady I spoke to, she said VicRoads do offer 5 year driver history report with the price $19.30.

I'm very confused with 2 different information I was given. I feel like I was treated like I was stupid asking for the product listed on the company website but was only told it has the wrong information and you don't offer. That's ok if you really don't offer but please remove this from your website (the lady who served me said she would pass onto the management). I'm sorry for the review but I am disappointed with the service I was offered this morning.

Fantastic service from the manager Lisa, great help, thank you so much

Jamaican greeter dude was great! The hectic lady who shouted at everyone to check their tickets because if we missed our ticket we would have to re-get a ticket, was not great. Check my ticket, it's on the screen, walk over and she changes the ticket as I'm walking. Refuses to serve me and says the system is already on the next ticket. I'm so sad I didn't get her name, quality service like that should be noted. Next girl who served me wasn't too interested in feedback about the confusing photopoint info on their website. Fair enough it's not her job to take feedback, but it would make her life easier with fewer annoyed customers getting to her. Not sure what training the customer service people get but it doesn't seem like it's effective. If you're going to waste money on greeters at least train your staff in basic politeness.

By far the best service I've gotten from a government agency ever!

This is how service should be . Fast , Friendly and No Stress.

Staff there was so rude. I was confused about one policy. A female staff refused to answer my questions but kept repeating that policy impatiently. Can t believe I have experienced such a bad customer service in VicRoads.

Just one star for the girl in the reception but the service of VicRoads is the worst, like from a third world country, they should take some lessons from NSW, this service is so behind.

Fast & Awesome service. Very Friendly staff. I went to other Vic Roads and they were very rude specially the Carlton one. But in here, they took max 5mins to sort it out & very very much hassle free service. I will prefer to this Vic Roads every single time. Cheers.

if the appointment time is only used to further delay the service what s the point of having an appointment and lock in someone s time???

20/12/2019 I went to convert my L from interstate. The service was wonderful. The ticket guy was very helpful and friendly. He answered my every questions, so I didn t waste time while waiting for my turn! The lady was also welcoming.

This was all good, but what s more worthy to write such complimenting review and just a review for the first time was one of the staff ( not sure if he works there or just I dropped it on the way haha silly me) ran to return my sunglasses clip which I forgot. I didn t thank him enough which I should have as I was lost and didn t expect it at all. I thought i must waste my time to run back and get it. You had save my time so I could be on train on time too.

So thank you very much!

I ve had to go 3 times to the VicRoads to just change my registration, as they keep needing different documents every time which is not mentioned on their website. And their opening hours are horrific, if you don t work in the city it s impossible to get in. All this so I can pay $400 for an administration fee!

What a amazing office. Come in last week regarding a change of licence, I spoke with gill at the front door who was amazing,best customer service skills I had with government agency, then I dealt with Karen who was amazing and helped me with my licence. There was a few issues with the process but Karen's team leader Stew (I think) who was very helpful and had a great sense of humour. This office is amazing!! Great work vicroads.

Wow I am trying to register a car bought for my fathers birthday. I live in NSW he lives in Victoria. I have organised the Vic Roadworthy, completed all of the required documents and the authority to act on his behalf so I can complete the gift by organising plates and rego for him. That side of the process took me 24 hours. Now in NSW all that is left is a simple trip down to RMS after a small wait I give them the completed documentation and some money (admittedly lots of money) and they give me the number plates. (I just assumed I could follow the same process in Victoria).
However at with VicRoads. I need to make an appointment. Which despite having a VicRoads authority to act on my fathers behalf I cannot make a booking because I don't have a Victorian address. And even if I could make a booking there is a 3 day wait. Then to make matters worse I need to arrive with the car for an 'inspection'. It has already been inspected! The car is at my fathers place who lives in the country nowhere near a registry. So I have to organise and pay for another permit, take another day out of my time to go and get the car and bring it to a registry then return it. This is so much more difficult than NSW and QLD by so many orders of magnitude. VicRoads please remember that you are not an autocracy and that you are doing this for the people and try to make things easier (a lot easier).

Regards,

Alex

No cash accepted. Card only!?? They were therefore unable to assist me with my enquiry. Disappointing..

So inefficient had to wait for a scheduled exam and so much staff!

The manager at VicRoads Elizabeth street today was very disrespectful, had a derogatory attitude and unhelpful.

VicRoads have incredibly poor security measures in place that do not meet the needs of 2020. Anyone who obtains your driver s licence information can create a VicRoads account and change your contact details, phone number, address, email; which is what happened to me. There is absolutely no security measures in place for this. It is that easy. They can then request a new licence to be sent to the new address.

I recommend you all to try to create or login to your myVicRoads account and check if you have been a victim of Identity Theft. Hopefully you will not experience what I did, several applications to financial institutions and telecommunication companies, disrespectful treatment from VicRoads staff that is inclined to victim blame, loss of time and money.

In and out within 10 min if not less! Awesome service, efficient and great customer service. Medicare should learn from you guys!

Useless. I already hold a Vic driving license but wish to convert my nsw boat license. The online booking page doesn't allow me to make an appontment because it just keeps telling me I already have a license (driving). Online customer service tells me to call customer service to make a booking. Customer service tells me on the phone that I don't need an appointment, just come in any time for a marine license. So I park for $23 per hour, come in, take a ticket, get to the counter and I'm told I need an appointment or I can wait until the end of the day "when it's quieter".

This, plus the not opening on weekends shows nothing but disrespect and contempt for the people VicRoads are meant to serve.

Fast service, friendly staff, cozy environment, central location. And I received my licence in 4 working days. Cannot recommend it more!

Too much self-service.

On entry there was just one member of staff to offer help and roughly 6 different customers needing assistance. The check-in machine directed me to the "other" appointment desk with no signage to say where that was. It turned out that it was actually that sole staff member I needed to see to check me in for my appointment.

I received a very good level service from Zoe following though.

This could be far better an easier.

Great staff, really helpful and everything was so easy. Best experience ever.

Just jad exactly the same experience that joel had below. Will go to carlton and get it done like everyone else. How funny

I don t usually write reviews but this is warranted. I visited Hub on Exhibition st yesterday to register my PWC s. I wasn t certain what to expect but together with the individual assisting and the team leader of that outlet- they were beyond exceptional. Possibly the best experience I have had with Vicroads. Incredibly accommodating and engaging from the moment I entered. I have nothing but great things to say about the two Individuals assisting with my requirements. Keep up the sensational job. Well done and thank you. Hoping the message reaches the team as they deserve the credit!

I had a lovely (and very quick and efficient) experience updating my address and taking a new photo for my licence at VicRoads on Exhibition. It was the end of the day, everyone was tired including myself. But the woman who served me was hilarious and so nice! I wish I remembered the exact spelling of her name. But she was working Friday 14th on counter 11! Karishma? It was an Indian name. She is the perfect example of how customer service should be displayed. I ve been here maybe 3 times and have always had pleasant experiences with other staff too.

Fastest ever interaction with a government service. In and out the door in about 60 seconds.

Absolutely amazing. I was in and out in ten minutes! The office looks great and the people are so efficient and nice. If I ever need anything, I'm coming back here!

Worst computer I have ever seen .. I went for hazard test but cant see a thing on screen . I suggest you do not go for your test to this location..

Not happy at all with my experience, I've been trying to do an nz license transfer for the past mobth and not only did they get my address wrong, they also got my last name wrong. An official document and they managed to misprinted my name. Now I have to go through the whole process again to fix the issue because vicroads staff are incompetent

There is no proper management at this place.

Firstly, they dont have appointment for weekends that might help people to easily attend any appointments who are unable to make it on weekdays.

Plus if you think booking an early appointment on a Monday can help you reach office on time, then you are wrong because they will make you wait for atleast half n hour or more thus causing delaying you further.
I booked an online test for 8.34 and didnt get called up until 9.15am!

Even though there are lot of people in queue, they only have 2-3 staff at a time.

I didn t find your staff member efficient neither helpful. She just does her job in a superficial way- ZERO customer service.

It literally took me longer to buy a coffee than how long it took me to get my license renewed here at VicRoads! Very efficient service! Keep it up!