VicRoads chief Giles Thompson has apologised to motorists after a week-long series of technological glitches triggered by a network-wide upgrade.
The website overhaul thwarted many motorists from registering new vehicles or booking driving tests online, with callers to 774 ABC Melbourne still encountering processing issues.
The VicRoads website was offline for most of Friday and was intentionally non-operational over the weekend while its automated telephone service was also out-of-action.
VicRoads chief executive Giles Thompson says his organisation is working to resolve website issues. (Supplied: VicRoads)
Mr Thompson said that “all services through all channels” were “fully operational” on Tuesday, following last week’s array of computer processing defects.
However, as of this afternoon, the VicRoads website continued to say the roads authority is “currently experiencing intermittent system issues resulting in some failed transactions”.
The VicRoads chief said the upgrades replaced a “very old system from the mid-1980s that was no longer fit for purpose”.
“There has been real significant challenges for our customers over the last week,” Mr Thompson said.
“We can’t possibly say that that is therefore a success in that regard, and we are really sorry about those problems that we’ve had.
“We’ve had a couple of our channels that have been open, the service centres and online.
“There is no doubt there has been significant adverse impacts on our customers over the last week.
“I’m not shying away from that and we are truly sorry to our customers for that inconvenience.
“If those customers still have some legacy issues from those challenges of last week, please contact us through the contact centre or through the service centre or the online contact form, and we will help resolve those issues.”
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The Australian Services Union said the technological problems were a result of the Victorian government’s partial privatisation of VicRoads, announced in March 2021.
A consortium of two superannuation funds, Aware Super and Australian Retirement Trust, and global asset manager Macquarie Asset Management took control of roads authority’s IT system as part of the 40-year contract.
Australian Services Union state secretary Tash Wark said VicRoads staff had encountered some difficult and abusive customers due to the week-long computer network malfunction.
“When people come into VicRoads, they expect to be able to do what they need to do. They expect to be able to transact with the business,” she said.
Tash Wark says some VicRoads customers are having to pay their car registration in cash. (Supplied: Australian Services Union)
“They’re being told to do things like … check receipts, they’ve got to go and process cash transactions rather than be able to do an electronic transfer.
“Victorians can’t do what they need to do. And that’s really, really adding pressure to staff. There’s not a clear kind of pathway through this.“
The ABC has asked VicRoads when current online issues are set to be resolved.
A Victoria Police spokeswoman said: “Members will engage with road users and make further enquiries to determine registration and licence status where necessary.”
“Victoria Police are still able to conduct licence and registration checks via LEAP and there is minimal impact on operational policing,” she said.
