Website terms

Roads complaint handling policy

Information about how we handle your private information when you make a complaint about the road network.

Roads issues and enquiries

 If you'd like to make a complaint, send us a roads-related issue or enquiry. To get the best result, be clear about your issue and the result you would like to get.  

In case of an emergency, always call 000.

How we handle complaints

We respond to you as quickly as possible.

You may give us personal information when you make an enquiry or report a road hazard. We use your personal information in connection with your feedback. We may also use your information for other tasks allowed by the Road Management Act 2004. 

We may give your personal information to: 

  • contractors and agents of Transport Victoria
  • law enforcement agencies
  • other state and local road authorities. 

Complaints to the Victorian Ombudsman

If you have escalated your complaint and are still not satisfied with the response, you can make a free complaint to the Victorian Ombudsman. 

You may need to:

  • submit your complaint in writing, signed by you or on your behalf
  • provide copies of all facts and correspondence relevant to your complaint
  • outline actions taken to resolve the complaint to date
  • note your desired outcome
  • give consent for your complaint to be referred to the Department of Transport and Planning for investigation if required.

There are a number of reasons why your complaint may not be able to be considered by the Victorian Ombudsman, including if it:

  • relates to legislation fairly and correctly enforced by the Department of Transport and Planning
  • relates to legislation or procedures not governed by the Department of Transport and Planning
  • is more appropriately dealt with by Victoria Police, the courts or another organisation.