VicRoads Registration and Licensing Services (RLS)
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    VicRoads Registration and Licensing Services (RLS)
    (122 reviews)
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    Company Reviews

    Working at VicRoads Registration and Licensing Services (RLS)

    2.9122 ratings in total
    5
    26
    4
    23
    3
    19
    2
    21
    1
    33
    78%
    Rate salary as high or average
    48%
    Employees recommend this employer to friends
    Work/Life balance
    3.5(121 ratings)
    Career development
    2.9(121 ratings)
    Benefits & perks
    2.5(120 ratings)
    Management
    2.7(121 ratings)
    Working environment
    2.9(121 ratings)
    Diversity & equal opportunity
    3.4(120 ratings)
    Ratings for VicRoads Registration and Licensing Services (RLS) are shared as-is from employees in line with our community guidelines

    Reviews

    Showing 122 reviews sorted by most recent
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    1.0
    Customer Service Representative
    Feb 2026
    Melbourne VIC 30002 to 3 years in the role, current employee
    Avoid VicRoads contact centre
    The good thingsThere is nothing good about working at VicRoads
    The challengesCurrently employed in VicRoads contact centre but looking for new roles outside of VicRoads. The culture is horrid in this place. No support from management at all, all we get from management is dirty looks. I’m too scared to take a 5 minute toilet break without being reprimanded. The contact centre managers and above would spit on us if they could. Horrible place - avoid at all costs. I’m going to give them an absolute drilling in the next engagement survey.
    3 people found this helpful
    2.0
    Assurance Reporting Analyst
    Feb 2026
    Melbourne VIC 3000Less than 1 year in the role, former employee
    Full of stress and your work never is seen
    The good thingsBeautiful building and the nice coffee downstairs
    The challengesService Assurance environment is so toxic based in terms of the manager's attitude
    3 people found this helpful
    1.0
    Senior Customer Service Representative
    Feb 2026
    Melbourne VIC 30002 to 3 years in the role, former employee
    Do not work in the contact centre
    The good thingsPay day - that’s it to be honest.
    The challengesI wanted to share my experience in working in the VicRoads call centre. Firstly the last engagement score was 36% - this sums up the horrendous culture driven down by the contact centre head. The team managers were great, but they turned over very regularly given the environment. Team meetings and one on ones were regularly cancelled. Even though we were promised it won’t happen. The contact centre head directly blamed and punished the wider department for high sick leave causing this. It was a vicious cycle - agents were taking sick leave because they were burnt out and annual leave was non existent. They think talking about the business strategy was going to make everyone happy - so delusional. I put up with it for as long as I could with the hope it would get better, it never did and caused 2 years of stress. My decision to leave was cemented when I heard the contact centre head refer to us frontline agents as “cockroaches” - absolutely disgusting and sums up the culture.
    5 people found this helpful
    1.0
    Team Manager Contact Centre
    Feb 2026
    Melbourne VIC 3000Less than 1 year in the role, former employee
    If you love a toxic place to work, seek employment at VicRoads.
    The good thingsThe only good thing was the pay, however was not worth the stress made by the head of the contact centre.
    The challengesThe contact centre was extremely toxic and led by very incapable people. There is a reason the staff engagement could not get above 40%. The head of the contact centre and service delivery managers took no accountability in the results and played the blame game. They clearly had no idea on how contact centres work and asked questions in meetings that you would expect from a child. I once heard the Chief operating officer say "well if customers don't like our processes they are welcome to go elsewhere" - knowing very well VicRoads don't have competitors. The company sounds great on paper, but be well aware it's not a nice place to work. The staff turnover and unplanned leave is huge, even for a contact centre. Do yourself a favour and see employment elsewhere.
    3 people found this helpful
    1.0
    Customer Service Call Centre Representative
    Jan 2026
    Ballarat VIC 3350Less than 1 year in the role, former employee
    A toxic work environment.
    The good thingsTerrible experience, toxic culture with staff burnt out, constantly leaving or calling in sick. Left to fend for themselves with no support and constantly changing/conflicting rules & instructions.
    The challengesMy experience of this place was that it was very disorganised with poor and often confusing communication and its hard to get an answer to the most simplest of questions. System/IT issues were constant and regularly stopped you from doing your job no matter how hard you tried, yet expectations never changed & a toxic blaming culture existed. Training was rushed and not enough, with promises of help and support once on the floor, but that never happened we were on our own! Guidelines changed all the time or contradicted each other. The only way to contact a manager was through MS Teams chat which was rarely answered, leaving you to deal with irate customers on your own and just figure it out as you went.
    5 people found this helpful
    1.0
    Senior Customer Service Officer
    Dec 2025
    Mornington Peninsula & Bass Coast VICLess than 1 year in the role, former employee
    I ended up at VicRoads by mistake. The retention rate is staggeringly low. Says it all. Just don't.
    The good thingsI really did meet some nice people. The company plies you with lunches and gift cards. Wow.
    The challengesPutting up with constant surveillance from management. Adhering to ridiculous KPIs at the detriment of serving the public. Operating decades (1980s-1990s) software that should be replaced – it's astonishing. A ticket/service system designed in the 1990s. An office pecking order/hierarchy based on how much you know and how long you've been there – some of the 'higher beings' think it's acceptable to treat newcomers poorly and rudely.
    5 people found this helpful
    1.0
    Inbound Call Centre Operator
    Oct 2025
    Melbourne VIC 3000Less than 1 year in the role, former employee
    Avoid wasting your time working there. Eventually they will just sack you.
    The good thingsFellow work mates we worked with.
    The challengesNothing. Management likes to throw staff under the bus. Team leaders are useless. A lot of time is spent recording staff mistakes - no proper training provided. Managers have been there since the dinosaur ages.
    4 people found this helpful
    2.0
    middle management
    Sep 2025
    Melbourne VIC 30005 to 6 years in the role, former employee
    meh....that's about it
    The good thingsColleagues were great
    The challengesAny manager that is half decent leaves as soon as they can, the executive was great when I started, they all left or got sacked and now it's a meat market full of yes people who do very little
    2 people found this helpful
    1.0
    Call Centre Role
    Jun 2025
    All Melbourne VICLess than 1 year in the role, former employee
    Quantity Over QualityShort training period and straight on the phone with little support. System they have in place for escalations is rubbish as they don't actually offer assistance. They don't care for customer service as it's all about numbers and how quickly you can get customers off the phone or deflect them to go online.
    6 people found this helpful
    1.0
    Licence rester
    May 2025
    Bundoora VIC 3083Less than 1 year in the role, former employee
    Rather work at hungry jacks
    The good thingsManager is Fantastic Team leader s are great and helpfull
    The challengesStaff are rude and go behind your back
    6 people found this helpful
    1.0
    Customer Service Officer
    Feb 2025
    Melbourne VIC 30003 to 4 years in the role, current employee
    It's a good job if you're masochistic.
    The good thingsLovely and supportive coworkers
    The challengesManagement is an absolute joke, and the only way to climb is through favouritism. Managers don't understand workloads, can't handle escalations and are constantly offloading work on other staff members. There's no attempt to take accountability and will always throw lower ranked staff under the bus.
    5 people found this helpful
    1.0
    Customer service licence testing officer
    Jan 2025
    Bendigo VIC 3550Less than 1 year in the role, former employee
    Stressful, horrible, hours of online training where you are falling asleep, no information about rest breaks or a lunch break, no direction apart from KPI issues or welcoming support or correct induction or induction training.
    The good thingsOther customer service workers on the desk, helping you, knowing what they have gone through with their inductions. Engagement with the customers.
    The challengesPasswords non existent for new starters trying to complete online training. Nothing organised for the first day of work. 2.5 hours on personal phone trying to organise log-in password for day one. Not getting a lunch break until 3pm on the first day, after asking for it. Directed to work on customer service desk without training on payment system and no password to assist customers. Just awful. Really awful.
    5 people found this helpful
    2.0
    Call Centre Operator
    Jun 2022
    1 to 2 years in the role, former employee
    its okay as a job, money is pretty good for no qualifications required but not a career or long term job.
    The good thingsYou can log off and end your work day, there is no take home or lingering work. nice, new facilities, good views.
    The challengesThere is no hope for changing very old unfair policies and whilst explaining the policies to customers and agreeing with customers frustration whilst not dragging the company name was something I struggled with. Being yelled at by customers was bearable but this is not something anyone should put up with long term, within the call center it is a job not a career. Progression is non existent, you can upskill but there are no benefits or incentives. Some managers are lovely and genuinely care about your well being but some are not, luck of the draw.
    8 people found this helpful
    1.0
    Customer Service Assistant
    Jun 2022
    1 to 2 years in the role, former employee
    Not an enjoyable experience at all
    The good thingsUniform provided, regular hours
    The challengesManagement, job opportunities, not enough training, job security
    5 people found this helpful
    4.0
    Senior Customer Service Consultant
    Oct 2021
    1 to 2 years in the role, former employee
    Great team and friends
    The good thingsLearning about people and their experiences
    The challengesOpportunity to succeed was minimal
    1 person found this helpful
    1.0
    Licence testing officer
    Feb 2021
    Less than 1 year in the role, former employee
    A frustrating, static, organisation who let go of really talented people.
    The good thingsPeople in your team are a usually pleasure to work with, some bad apples but overall pretty good.
    The challengesSome managerial staff are just totally imcompetent and do nothing to support your career or motivate you towards progression. Some managerial staff are simply there for themselves, do not say hello in the morning, and do not practice lifting others up.
    6 people found this helpful
    2.0
    Customer Service Role
    Nov 2020
    1 to 2 years in the role, former employee
    Disappointed
    The good thingsSome of the staff Customers were mostly good
    The challengesManager and higher management
    2 people found this helpful
    1.0
    Customer Service Representative
    Oct 2020
    1 to 2 years in the role, former employee
    Never work in the call centre
    The good thingsI made some good friends here Didn't have to travel to Melbourne
    The challengesConstantly changing processes with often poor communication Frequently challenging customer interactions Pay does not reflect difficulty of customer interactions Management are very cliquey There is a high expectation on KPI and adherence
    4 people found this helpful
    5.0
    Team Leader
    Jun 2020
    1 to 2 years in the role, former employee
    Awesome!!
    The good thingsEverything except the pay rates!
    The challengesPay rates and the bureaucracy! Overall an amazing experience!!
    1.0
    Customer Service Role
    Jun 2020
    Less than 1 year in the role, former employee
    Nothing good to say about working at Heatherton VicRoads
    The good thingsMet some nice people
    The challengesWorked very hard but was not appreciated.
    6 people found this helpful
    1.0
    Assistant
    May 2020
    Not the culture as promised
    The good thingsThe staff members I work with are fantastic
    The challengesThe lack of management, communication and adhering to agreement
    3 people found this helpful
    3.0
    Business Improvement
    Mar 2020
    Pockets of excellence surviving without support of leaders
    The good thingsGood people committed to achieving improvement and customer service
    The challengesLack of coherence and direction from senior leadership. Poor use of management technology.
    2 people found this helpful
    4.0
    Scrum Master
    Mar 2020
    I had a good time, made some good friends and gained new skills.
    The good thingspeople focus, lot of growth opportunities
    The challengeschanging org structures, not aligned teams
    1 person found this helpful
    4.0
    Senior Data Product Owner
    Mar 2020
    Satisfied with my experience so far
    The good things Good people, working env and enough challenges
    The challenges Funding, strategic direction
    1.0
    Customer Service Representative
    Mar 2020
    Less than 1 year in the role, former employee
    Would not recommend
    The good thingsGood managers and friendly staff
    The challengesToo many calls everyday with only 6 seconds breathing time between them
    4 people found this helpful
    4.0
    Project Manager
    Mar 2020
    It's a good experience
    The good thingsVariety of project and experiences
    The challengesSalary and perks are not as good as private sector
    4.0
    Officer
    Mar 2020
    current employee
    A healthy working environment.
    The good thingsWork-life balance at Vicroads (DoT) is very impressive.
    The challengesCommunicating new ideas to the experts who have been working there for decades is challenging.
    2.0
    Customer Service Role
    Mar 2020
    Less than 1 year in the role, former employee
    not organised enough
    The good thingsmoney and hours were good
    The challengesgetting everyone on same page with parting knowledge
    2 people found this helpful
    2.0
    Inbound Customer Service Representative
    Mar 2020
    Could be a great place to work but needs a lot of improvement and needs to start treating staff with more respect.
    The good thingsMost colleagues are nice
    The challengesAttitudes and red tape towards customers. Some having to wait years for a permanent position. Putting non permanent staff “on call” at least once a week, waiting near a phone until 9am on theses days then most of the time not getting the call, leading to a 30 hr work week (at best). At the same time hiring new staff when they don’t even have the hours for existing non permanent staff.
    2 people found this helpful
    3.0
    Customer Service Role, stakeholder engagement, compliance
    Mar 2020
    11 to 12 years in the role, former employee
    Great place to work for staff to engage.
    The good thingsGreat people to work work
    The challengesMoving around, progressing to higher positions
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