VicRoads - Burwood Customer Service Centre

I migrated recently and went to Burwood Vicroads to transfer my car. There was a bit of a queue but an officer notified us of the expected wait time when we were in the queue. Everything was well organized inside. The officer at the counter (Brittany or Britt as I recall) was super helpful and she helped me upgrade my vicroads account and also she booked the drive test for me as well to get the Victorian driving license. Cheers to her and the team!

Short wait but unfortunately we had a very bad customer service experience at Counter 9 between 9.30-10am (Tues 5/7/22). Lady over the counter was impatient and rude and kept shaking her head at us over simple questions and kept finding fault with us.

Today I had a terrible encounter with one customer service representative A. She was reading from a wrong script as she refused to listen that this was not my first time registering a vehicle in Victoria from interstate and talked to meas if I hadn’t the slightest understanding of the registration process. I however must commend Customer Representative Cat who was extremely professional and handled my son and I with the utmost kindness.

1.5 hour queue for a 5 minute transaction, the average transaction time is 20 minutes. the roads minister should step down for wasting everyone's time. the lovely customer service at the counters have to bear the brunt of angry Victorians because the highly paid fat cats of the Andrews government continue to make poor decisions with staffing and process improvements. time to vote liberal!

The wait time in the outside line in the hot sun is just crazy. Either they should increase the number of staff or the efficiency of staff. Knowing it is a very busy center, the constant long que is never changing ! Extreme waist of valuable time for customers and sadly no choice !

Thank you Vic Roads. I went to have my trailer registered, two people performed the check diligently and with confidence. Not withstanding a large number of customers at 8.30am I was in and out as quickly as I could have expected. Thank you to the security person who collected from the back of the queue (because I had a booking). Welcome experience in trying times for all.

I went there at 14:45 and left 17:10. I got first ticket to wrong window, then was asked to wait for transfer to another window which never happened. Then I asked the lady in entrance and she gave me another number to wait again. Later the lady in window 12 was so kind and nice, the process was ok. Only she didn’t have access to change the address for the company which if you are a business you should not waste all that time just for renewal and address changing process. Something was very wrong today from the start to the end and still haven’t finished the process I went for. Hopefully a manger can look at this so either make it online or faster process and by phone. I tried to call for a week and it’s always busy with high demand.The customer service people are nice but the process needs to be looked at.

I was encountering a difficult while I was trying to making registration of my car. Gentlemen over the counter Daniel was being super nice, while we are inspecting the car outdoor he was worrying that cold wind may freeze my friend at passengers sit and close the door very quickly and gently. He and his team leader Avril also showed great amount of patients and professionals skills to solve my problem. People say staff in Vic road are rude yet they have never considered how many customers they have to attended everyday and I believe if you ask them nicely and corporate with all required documentation they asked, they will tread you equally respect. Again many thanks.

Today was another unpleasant Burwood experience! I drove for 40 minutes to get there, cued for 20 minutes only to be told that the club permit system was down and they couldn’t do any club permit registrations!I had taken a day off work and paid $45 for an unregistered vehicle permit so I could get it all sorted today, but once again Vic Roads have let me down!More Vic Roads offices are needed, or better yet start doing vehicle registrations from other branches! Mooroolbark or even Healesville would be much more convenient for me and sort the computer system out so these outages don’t keep happening!

The opening hours are very narrow for anyone who works during the day. The service is really slow and I was in line for about 90 minutes. I was given the form I needed while waiting in line, which was really good. The person managing the queue says it’s always this busy. The security team made people stand in the sun instead of the shade because they blocking the road. There were a lot of folks in the queue with me who only spoke Chinese and the queue manager and security people struggled with that.