Effective Date 1 July 2024. View previous versions.

General Information

Terms and conditions are subject to change without notice and so we recommend that you read these terms in full prior to applying for, and prior to any renewal of, a Roadside Assistance Policy.

For new policies, the terms and conditions in effect at the commencement of your policy will apply to that policy until its next renewal.

For policy renewals the terms and conditions in effect at the date of your renewal notice will apply to that renewal period.

We will use reasonable endeavours to notify you of any changes to the terms and conditions by placing a notice on our website.

Roadside Assistance can be purchased by persons with an Australian residential address and certain Entitlements may only be provided to Drivers with an Australian residential address (evidence of which may be required).

RACQ reserves the right to decline any application for, or renewal of, a Roadside Assistance product at any time.

From time to time, RACQ may, at its discretion, provide additional Entitlements to some Members or undertake trials of alternative Entitlements involving some Members. Participation will be at RACQ’s discretion.

If your vehicle is a Nominated Vehicle on another RACQ Roadside Assistance policy, excluding any manufacturer’s roadside assistance, you can’t nominate it again for another policy, even if it is your spouse or partners policy.

RACQ Roadside Assistance terms and conditions by product level

RACQ Everyday Lite
RACQ Everyday
RACQ Everyday Plus
RACQ Ultra Care
RACQ Ultimate Care
RACQ RV

Symbols with Special Meaning

There are symbols used in these terms and conditions that have special meanings. To help you understand how we use symbols, we use the following:

  • This icon tells you what is included or considered eligible in your cover.
  • This is what we don’t cover. You are not covered for these vehicles, entitlements, costs, circumstances or events.

  • Who is covered?

    Your RACQ Everyday Lite product entitles the Member, to assistance while in Queensland with any privately owned Eligible PMD at the time of the Breakdown.

    What is covered?

    • Attendance up to 4 times a year
    • Roadside Assistance is available 24 hours a day, 365 days a year
    • Your e-scooters, e-bikes, bicycles, mobility scooters, wheelchairs, and other Eligible PMD
    • Our RACQ Service Providers will travel up to 50km to you when you experience a Breakdown
    • Alternative transport up to $25 per call out (maximum $100 per year)
    • We’ll tow your Eligible PMD 10km in any direction if taxi, rideshare or maxi taxi options aren’t applicable

    For more information, refer to Service Summary

    What is not covered?

    • Vehicles, caravans, trailers, or trucks
    • Ineligible Personal Mobility Devices
    • Where the damage is caused by an Insurable Event
    • Where we cannot access your Eligible Personal Mobility Device due to the location of the Breakdown or other factors out of our control (e.g. weather events or flooding)
    • If the PMD is already at a Place of Repair
    • Where the PMD has suffered water damage
    • Payment of parts such as windscreen, batteries, chains, and tyres

    For more information, refer to Service Limitations and Service Exclusions

    What is the waiting period?

    A waiting period of 48 hours applies to all Entitlements from the start date of the RACQ Everyday Lite product.

    This waiting period for Roadside Assistance Entitlements can be waived if the Member chooses to pay an Immediate Service Surcharge.

    Other Details

    We won't cover issues that existed before you purchased the policy or during a waiting period unless we specifically say otherwise.

    Waiting periods do not apply to renewal of the product, provided coverage is held continuously.

    It is your responsibility to update RACQ promptly with any changes, like address or vehicle details. These details may affect your Entitlements.

    Eligible PMDs

    Any motorised or non-motorised Personal Mobility Device (PMD) which meet the following criteria:

    • Used for private purposes only
    • Has at least one wheel
    • Has a braking system
    • Does not require a licence for operation
    • Roadworthy (where applicable)
    • Has dimensions that do not exceed 1940mm in length and 1500mm in width
    • Combined weight of the device and its operator does not exceed 300kg (weight)

    Ineligible PMDs

    • Rented Devices
    • Golf carts, rollerblades, roller-skates, and other devices as determined by RACQ at the commencement of your policy (for new policies) or the date of your renewal notice (for policy renewal), or in respect of which it is unlawful or unsafe for RACQ to provide Services. Details available from RACQ.

    For more information, refer to Service Limitations and Service Exclusions.

    Service Summary

    If your Eligible PMD suffers a Breakdown, we’ll try to get it mobile again for you.

    Call Outs Up to 4 call outs per annum, subject to the terms of our Excess Use program.
    Attendance Our RACQ Service Providers will travel up to 50km to you when you experience a Breakdown (subject to your annual call out Entitlements).
    PMD Transport

    Up to $25 per Breakdown, up to $100 p.a.

    Our RACQ Service Providers will travel up to 50km to you when you experience a Breakdown (subject to your annual call out Entitlements).

    During the call, RACQ will assess which category your PMD assistance falls under:

    Scenario 1:
    If PMD transport is needed, we will arrange a standard taxi or ride-share where you can easily handle your device in the boot or luggage area.

    Scenario 2:
    If scenario 1 doesn't work, we will arrange a maxi taxi with a hydraulic lift to help you get your device onboard.

    Scenario 3:
    If scenarios 1 and 2 don't work, we can send a special trailer to transport your device up to 10km from where it broke down. This is for situations where your device can't fit in a wheelchair-accessible taxi.

    If this Service isn't available, we can arrange a tow truck.

    The transport operators cannot lift someone out of the mobility device or into the transport. If this stops us from helping with your transport, we can call someone you choose or the Queensland Ambulance Service for you.

    You get one PMD transport per Breakdown, and it counts as one of the four yearly call-outs you have.
    Taxi Taxi Services will be subject to the availability of taxis in the relevant area.
    Ride Share If you require ride share, RACQ will arrange and pay for a ride in accordance with your Entitlements.
    Alternative Transport RACQ will attempt to arrange alternative transportation like buses or trains. However, there may be occasions when you'll need to pay upfront and then seek reimbursement in accordance with your Entitlements.
    Towing If your Eligible PMD can't be made mobile on the roadside, we can arrange towing up to 10km.

    End of Incident

    An incident will have ended in respect of providing Service and/or Entitlements when the first of the following occurs:

    • The Eligible PMD is mobilised;
    • The Maximum Entitlements have been reached;
    • The Eligible PMD cannot or will not be repaired.

    Maximum Entitlements

    RACQ Everyday Lite - $100 per year (Including GST)

    You cannot exceed RACQ Everyday Lite’s Maximum Entitlements within any one policy year.

    Each of the following count towards your Maximum Entitlement:

    • In respect of RACQ Everyday Lite, PMD Transport

    If you exceed your Maximum Entitlement or a specific limit for an Entitlement, you must pay for any Services you use to which the limit applies until your limits reset.

    All Entitlement amounts specified in these terms and conditions are inclusive of GST.

    Service Limitations

    Personal Mobility Devices

    • RACQ Service Providers are unable to work on a wheelchair or mobility scooter whilst it is still occupied by the operator.
    • RACQ Service Providers are unable to help with lifting a person out of a wheelchair or mobility scooter.
    • RACQ Service Providers are unable to assist with mobilising devices where the operator does not have the required safety equipment.
    • Services may be limited in locations where a RACQ Service Provider cannot practicably gain direct access to the device, which may include parts of some shopping centres, parks, bike paths, and multi-storey buildings and some car parks.
    • RACQ Service Providers have limited technical capability to assist with complex faults. Common issues where a patrol can assist are:
      • Inflating a flat tyre or replacing where the operator can supply a spare tube.
      • Where the battery is accessible, checking for loose and dirty connections.
      • Replacing a blown fuse where the operator can supply a spare.
      • Refitting of a slipped bicycle chain where the whole chain is intact.
      • Retightening of components that have come loose during general wear and tear.

    For all other breakdown scenarios, it will be recommended that RACQ facilitate your PMD Transport entitlements.

    • RACQ Service Providers will not attempt any repairs to key safety components such as steering and brakes.
    • RACQ Service Providers will not supply any tyres and spare parts.
    • RACQ Service Providers will not assist with general maintenance items where the device is not immobilised.
    • RACQ Service Providers will not provide any service if there is damage caused by impact or collision.
    • The final decision on what work can be completed rests with the RACQ Service Provider at the scene.
    • RACQ Service Providers will not provide battery charging for PMDs.

    Service Exclusions

    While RACQ tries to help you whenever possible, we might not be able to provide Services if:

    • It's unsafe or against the law
    • If we can't help due to circumstances beyond our control
    • If our local RACQ Service Provider isn't available

    RACQ may cancel your product if we believe (acting reasonably):

    • It's necessary to protect the health and safety of our staff or contractors
    • To meet our workplace health and safety duties to them

    In addition to those limitations already set out in these terms and conditions, we will not provide Services:

    • Where the damage is caused by an Insurable Event
    • If your PMD isn't covered because it's ineligible
    • Where your Eligible PMD is already situated, or receiving services, at any garage, or service station, including that of an RACQ Service Provider
    • If you need maintenance or general mechanical repairs. This includes temporary fixes to steering, brakes, or other safety parts
    • To the extent you require transportation of passengers beyond the safe carrying capacity of the towing vehicle
    • If RACQ has already provided Entitlements for the Breakdown (whether under your policy or another Member’s policy)
    • Where we cannot access your Eligible PMD due to the location of the Breakdown or other factors out of our control (e.g. weather events or flooding)
    • Where the Eligible PMD is parked in a difficult to access area, including but not limited to; parking garage, 4wd track, beach or in an area without Constructed Road/ Driveway access;
    • If your vehicle is carrying animals or livestock for commercial purposes
    • Where your Eligible PMD has suffered water ingestion including, but not limited to, traversing through flood waters or any other water crossing
    • To the extent that there is an unserviceable/damaged steering lock which prevents provision of the Services

    We do not repair malfunctioning windows or supply replacement spare parts or tyres.

    In such cases, Service will be limited to towing the vehicle to a Place of Repair within your Entitlements. Anything in excess of that distance will be charged to the Member.

    Smashed windows and windscreens, impact damage to the rims of a tyre are an Insurable Event.

    Sometimes, RACQ may refer you to specialists who can help, but the Member will need to pay for their services.

    If our local RACQ Service Provider is not available, the Member may need to pay for the Service from another provider. You can then apply to claim reimbursement for your costs within your Entitlement limits.

    Travelling Interstate

    RACQ Everyday Lite Entitlements are not available interstate.

    Home Repairs

    If you attempt to do mechanical or electrical work on your Eligible PMD and it won’t start or operate properly, you will not be entitled to receive Services from RACQ.

    Water crossings – Islands and inland rivers and creeks

    RACQ will provide assistance on islands connected to the mainland by bridge only. Service on offshore islands is subject to availability.

    If the offshore island does not have a dedicated RACQ Service Provider, the Member may be required to pay for the Service cost from a third party and claim reimbursements (view Reimbursements) of your reasonably incurred costs in accordance with your Entitlements, up to the limit of the Entitlement.

    RACQ will provide Services to the following locations within mainland Queensland where rivers need to be crossed:

    • Jardine
    • Daintree
    • Mossman
    • Noosa North Shore

    If RACQ helps you on an island without a bridge, the Member will need to pay any additional costs incurred in performing the Service. This may include barge, ferry or permit fees, costs for special equipment, additional towing costs, or costs associated with additional travel time.

    Non-Serviced Remote Area

    If for any reason an RACQ Service Provider in a Remote Area is unable to respond to your call, you may be required to pay for the Service cost from a third party and claim reimbursements of your reasonably incurred costs in accordance with your Entitlements up to the limit of the Entitlement (view Reimbursements).

    Non-original equipment manufacturer parts

    Parts supplied by RACQ or our authorised stockist have been sourced from independent manufacturers and may or may not be genuine parts.

    They comply with the manufacturer’s specifications for your PMD and the relevant Australian Standards.

    Excess use

    If RACQ reasonably consider that you ask for Services more often than is reasonable, RACQ may ask you to make sure your Eligible PMD is in good mechanical and Roadworthy condition.

    RACQ may refuse to provide further Services until you comply with any such requests or Service may be provided for a fee.

    RACQ’s Excess Use program is used to identify, monitor and assist those Members who RACQ reasonably considers have made excessive requests for Service.

    Without limiting the circumstances in which RACQ may apply this policy, circumstances that may constitute excess use include:

    • Repeated Service calls for the same reason
    • RACQ reasonably considering that the Eligible PMD is not being maintained in a sound mechanical and Roadworthy condition

    As a mutual organisation, RACQ re-invests any operating surpluses back into the development of products and Services that return the most value and benefit to Members. RACQ therefore has a financial responsibility to ensure that Club Services are distributed in a manner that benefits all Members.

    Part of this responsibility is ensuring that Members are not using the Service in lieu of proper mechanical maintenance, or regularly requesting Roadside Assistance for the same recurring incidents.

    Before you are placed in the Excess Use program due to excessive use, you will always receive a notification letter. This letter explains the Excess Use program, how RACQ can help them reduce your Breakdown frequency, and how you can contact RACQ if they think they were placed in the Excess Use program by mistake.

    Merchant fees and road tolls

    RACQ won't add any extra charges like merchant fees, credit surcharges, or road tolls when giving you Services covered by your Entitlements.

    This waiver of fees will not apply where RACQ is providing Services outside of your Entitlements or in excess of any Maximum Entitlement.

    Extra costs

    In addition to those costs set out in these terms and conditions, extra costs will be your responsibility. Any repairs provided that incur an additional cost, will be at your expense.

    Liability

    Except for any rights that you are entitled to by law, RACQ and RACQ Service Providers accept no responsibility for any damage to your Eligible PMD or other vehicles or property, including (without limitation) while in the care of RACQ or an RACQ Service Provider except to the extent caused by the negligent or unlawful act or omission of RACQ or an RACQ Service Provider, in which case, without limiting the following paragraph, RACQ’s liability will be limited to the lesser of the reasonable cost to repair the damage caused by the negligent or unlawful act of RACQ or the RACQ Service Provider to the Eligible PMD or other vehicle or property and the value of the Eligible PMD or other vehicle or property.

    RACQ will not be liable for any indirect or consequential loss, including loss of income or any other expenses, or damage that arises from providing, or failing to provide, any Services. You will not be liable for any indirect or consequential loss, including loss of income or any other expenses, or damage in respect of these terms and conditions.

    You're responsible for covering the cost and risk of insurance in all situations.

    Reimbursements

    In addition to any rights you have under the law or expressly in these terms, if RACQ can't provide you with an Entitlement, you can ask RACQ to consider reimbursing you for your reasonably incurred costs based on your Entitlements on an ex gratia basis.

    When you ask for this reimbursement, make sure to provide all the important information, including the original receipt covering payment. It will need to be signed by you and sent within 90 days of the call for Services.

    This correspondence can be addressed to:
    RACQ Incident Management
    PO Box 4
    SPRINGWOOD QLD 4127

    Or email:
    PIMS@racq.com.au

    Refund Entitlements

    Our Services come with guarantees that cannot be excluded under the Australian Consumer Law. These terms and conditions do not exclude or limit any of your rights under the Australian Consumer Law which that law prohibits from being excluded or limited.

    If a Member decides to cancel their Roadside Assistance within 21 days of purchasing it, they can get a refund of any fees they paid, if they haven't used any Services or Entitlements.

    After 21 days, there will be no refunds if you have simply changed your mind during the term of your Roadside Assistance policy.

  • Who is covered?

    Your RACQ Everyday covers any Driver of your Nominated Vehicle for roadside assistance after a Breakdown.

    What is covered?

    • Roadside Assistance is available 24 hours a day, 365 days a year
    • Up to 50km to attend your Nominated Vehicle
    • Towing up to 20km in any direction

    For more information, refer to Avaliable Services.

    What is not covered?

    • Unregistered Vehicles, Caravans or Trailers
    • Vehicles, Caravans or Trailers which do not meet our eligibility criteria
    • Roadside Assistance does not cover you for an Insurable Event and is not a substitute for motor vehicle insurance
    • Where we cannot access your Nominated Vehicle due to the location of the Breakdown or other factors out of our control (e.g. weather events or flooding)
    • If the Nominated Vehicle is already at a Place of Repair
    • Where the Nominated Vehicle has suffered water damage
    • Repairs and cost of parts such as windscreen, batteries, chains, and tyres

    For more information, refer to Service Limitations and Service Exclusions.

    What is the waiting period?

    A waiting period of 48 hours applies to the Roadside Assistance Services.

    This waiting period for Roadside Assistance Entitlements can be waived if the Member chooses to pay an Immediate Service Surcharge.

    Other Details

    We won't cover issues that existed before you purchased the policy or during a waiting period unless we specifically say otherwise.

    Waiting periods do not apply to renewal of the product, provided coverage is held continuously.

    It is your responsibility to update RACQ promptly with any changes, like address or vehicle details. These details may affect your Entitlements.

     

    What vehicles are covered and not covered?

    Eligible Vehicles

    Any motor vehicle or motorcycle (excluding RVs of any size other than vans which have been converted to include living accommodation) which meet the following criteria.

    • Used at any time for private purposes
    • Registered
    • Roadworthy
    • Not an Ineligible Vehicle (see below)

    Eligible Vehicles must fit within these dimensions:

    Gross Vehicle Mass (GVM)1 Length Height Width
    Up to 4.5T 6.0m 2.3m 2.3m

    1GVM or Gross Vehicle Mass of a vehicle is the maximum loaded mass of the vehicle as stipulated by the manufacturer, regardless of whether it is loaded.

    If your vehicle exceeds any of these limitations when it breaks down, we cannot provide Service to your vehicle.

    If your vehicle is later modified and exceeds these limits, your vehicle may be ineligible for Service.

    Ineligible Vehicles

    RACQ does not cover motor vehicles or motorcycles that:

    • Are used as your main residence (if it is used as your residence in one spot for more than four weeks, we may deem it as your main residence)
    • Are taxis, limousines and other private rental hire vehicles
    • Are rental vehicles
    • Are being operated solely for commercial use
    • Are trucks, buses and other vehicles that exceed the size limitations
    • Are being offered for sale by licenced motor vehicle dealer
    • Are unregistered vehicles or vehicles on a day or temporary registration permit
    • Are registered and unregistered tractors and farm equipment
    • Are involved in or being tested for any form of racing or motor sports
    • Exceed the Eligible Vehicle Dimensions

    RACQ may determine that other vehicles are ineligible from time to time. If, during your policy, RACQ decides that your Nominated Vehicle is no longer an Eligible Vehicle, we will give you a reasonable time to nominate another Eligible Vehicle. If you don't, we will refund a portion of your annual fee for the remaining time left on your policy.

    If you accidentally nominate an Ineligible Vehicle and RACQ refuses to provide Services to it, we will give you time to nominate another Eligible Vehicle instead. If you do not do so and you haven't received any Entitlements during your policy term, RACQ will refund your annual fee.

    Eligible Caravans and Trailers

    If your Eligible Caravan or Trailer needs to be towed with the Nominated Vehicle, RACQ can only help if its Running Gear is in serviceable condition.

    Should Specialist Equipment or excess distance be required, you will be required to pay the additional cost.

    In certain areas, an RACQ Service Provider might not be able to assist with a Caravan or Trailer. In such cases, you may have to pay for the Service.

    To be eligible, your Caravan or Trailer must meet the following criteria:

    • Registered
    • Roadworthy
    • Does not exceed the size limitations
    • Not an Ineligible Caravan or Trailer (see below)

    Eligible Caravans or Trailers must fit within these dimensions:

    Gross Vehicle Mass (GVM)1 Length2 Height Width3 Track Width
    Up to 4.0T 6.0m 3.3m 2.5m 2.4m

    1 Gross Vehicle Mass of a vehicle is the maximum loaded mass of the vehicle as stipulated by the manufacturer, regardless of whether it is loaded.
    2 Including drawbar for caravans.
    3 Shell Width.

    Ineligible Caravans and Trailers

    RACQ does not cover Caravans and Trailers that:

    • Are used as your main residence (if it is used as your residence in one spot for more than four weeks, we may deem it as your main residence)
    • Use a fifth wheel (semi-trailer hitch), gooseneck or any other hitch type which is not compatible with a 50mm universal receiver
    • Are unregistered or rental Caravans or Trailers or those on a day registration permit
    • Are being offered for sale by licenced motor vehicle dealer
    • Exceed one or more of the Eligible Caravan and Trailer Dimensions

    Available Services

    The table highlights the available Services for the Nominated Vehicle.

    Nominated Vehicle
    Call Outs Any Driver is entitled to roadside assistance call outs on your Nominated Vehicle, subject to the terms of our Excess Use program.
    Attendance

    Our RACQ Service Providers will travel up to 50km to help your Nominated Vehicle if it:

    • Breaks down
    • Has a flat battery
    • Runs out of battery (for Electric Vehicles)
    • Needs a wheel change
    • Suffers a lockout
    • Requires emergency fuel
    Towing

    If your Nominated Vehicle can't be made mobile on the roadside, we can arrange towing:

    • Up to 20km in any direction, or
    • Up to 50km to the attending RACQ Service Provider's premises or Intermediate Location if you're outside the Metro Area.
    Lockout

    If you lock your keys in your Nominated Vehicle, RACQ will provide attendance to unlock your Nominated Vehicle. If RACQ cannot unlock the Nominated Vehicle, we can help arrange professional locksmith Services.

    Professional locksmith Services may incur additional fees to the Driver.

    Please be aware that some vehicles are designed by the manufacturer to resist break-ins. If you request help retrieving keys locked inside such a vehicle, RACQ won't be responsible for any resulting damage. We'll ask you to sign a waiver before starting any work.
    Flat Battery

    If your Nominated Vehicle's battery is flat, we'll jump-start it for you. If needed, we can also offer an RACQ battery for you to buy, depending on availability.

    Jump starts may be provided, up to 24-volt boost start only. There is no cost for fitting an RACQ battery to the Nominated Vehicle. RACQ does not fit non-RACQ batteries.

    Batteries cannot be fitted to or Serviced in vehicles where there is limited access to the battery or substantial removal of vehicle panels is required.
    Battery depleted on Electric Vehicle

    If your Electric Vehicle's battery has been depleted, RACQ will give you a charge to reach the nearest charging station within range.

    If RACQ can't give you a charge, we'll tow your vehicle to the nearest Accessible Charging Station or to your Home, in accordance with your Entitlements.

    If you’re towed to an Accessible Charging Station, you’ll need to provide your own charging cable and/or adaptor to charge your Electric Vehicle.

    Any costs associated with charging the Electric Vehicle will be at your own expense.
    Wheel Changing

    In the event of a faulty tyre or wheel, we will attend within your Entitlements to replace it with the Eligible Vehicle’s spare tyre (provided that tyre is Roadworthy and compatible).

    Should a vehicle require a jack with a lifting capacity of greater than 1.6 tonnes or the Vehicles overall GVM is above 3.5 tonnes, you will need to provide a heavy-duty jack.

    Should the weight of the wheel and tyre assembly be beyond the safe lifting capacity of a single person, you may need to pay an additional Service fee.
    Emergency Fuel

    If your Nominated Vehicle runs out of fuel, RACQ can deliver enough unleaded petrol or diesel within your Entitlements to enable the vehicle to be driven to the nearest fuel station. The cost of fuel will be at the Drivers expense.

    In circumstances beyond RACQ’s control, such as a fuel strike, RACQ may be unable to provide this entitlement.
    Specialist Towing

    If following a Breakdown, your Nominated Vehicle needs specialised towing or gets bogged, RACQ will attend in accordance with your Entitlements.

    We'll help wherever possible, if access is available without leaving a Constructed Road/Driveway.

    Costs for special equipment or extra labour needed to move your vehicle, like from a parking garage, will be at the Driver's expense.

    This Entitlement will not apply to Insurable Events.
    Caravan or Trailer

    When a Nominated Vehicle suffers a Breakdown and towing an Eligible Caravan or Trailer

    If it can be towed by the attending tow truck, the Eligible Caravan or Trailer can be towed under the same conditions as the Nominated Vehicle for up to 20km.

    Outside the Metro Area, it can be towed up to 50km back to the RACQ Service Provider's premises or an Intermediate Location.

    When the Eligible Caravan or Trailer suffers a Breakdown and requires towing.

    RACQ Everyday will not cover any tow charges if an Eligible Caravan or Trailer (but not the Nominated Vehicle) suffers a Breakdown and requires towing.

    Service Limitations

    Motorcycles

    Motorcycles requiring roadside assistance may experience delays in some rural areas, depending on the availability of equipment.

    Electric Vehicles

    Regardless of your level of cover, you are entitled to receive the applicable Entitlements set out in the terms and conditions.

    View Eligible Vehicles and Ineligible Vehicles.

    Service Exclusions

    While RACQ tries to help you whenever possible, we might not be able to provide Services if:

    • It's unsafe or against the law
    • If we can't help due to circumstances beyond our control
    • If our local RACQ Service Provider isn't available

    RACQ may cancel your product if we believe (acting reasonably):

    • It's necessary to protect the health and safety of our staff or contractors, or
    • To meet our workplace health and safety duties to them

    In addition to those limitations already set out in these terms and conditions, we will not provide Services:

    • Where the damage is caused by an Insurable Event
    • If your vehicle isn't covered because it's ineligible, this includes Ineligible Vehicles, Ineligible Personal Mobility Devices (PMDs), Ineligible Caravans or Trailers
    • Where your vehicle is already situated, or receiving services, at any garage, or service station, including that of an RACQ Service Provider
    • If you need maintenance or general mechanical repairs. This includes temporary fixes to steering, brakes, or other safety parts. In such cases, Service will be limited to towing the vehicle to a place of repair within your Entitlements. Anything in excess of that distance will be charged to the Driver
    • To the extent you require transportation of passengers beyond the safe carrying capacity of the towing vehicle
    • If RACQ has already provided Entitlements for the Breakdown (whether under your policy or another Member’s policy)
    • Where we cannot access your vehicle due to the location of the Breakdown or other factors out of our control (e.g. weather events or flooding)
    • Where the Nominated Vehicle, Eligible Caravan or Trailer or Eligible PMD is parked in a difficult to access area, including but not limited to: parking garage, 4wd track, beach or in an area without Constructed Road/ Driveway access. Refer to Specialist Towing
    • If your vehicle is carrying animals or livestock for commercial purposes
    • Where your vehicle has suffered water ingestion including, but not limited to, traversing through flood waters or any other water crossing
    • To the extent that there is an unserviceable/damaged steering lock which prevents provision of the Services

    We do not repair malfunctioning windows or supply replacement spare parts or tyres.

    In such cases, Service will be limited to towing the vehicle to a place of repair within your Entitlements. Anything in excess of that distance will be charged to the Driver.

    Smashed windows and windscreens, impact damage to the rims of a tyre is an insurable event.

    Sometimes, RACQ may refer you to specialists who can help, but the Driver will need to pay for their Services.

    If our local RACQ Service Provider is not available, the Driver may need to pay for the service from another provider. You can then apply to claim reimbursement for your costs within your Entitlement limits.

    Travelling Interstate

    As well as our extensive network of Queensland RACQ Service Providers, we have reciprocal arrangements with affiliated interstate Automobile Clubs.

    A Member or Driver who requires assistance interstate will receive the Roadside Assistance Entitlements that the interstate Automobile Club/Association would normally provide to their base level Members.

    Entitlements will vary from state to state.

    If your Nominated Vehicle requires assistance in another state, contact the National Roadside Assistance line on 13 11 11.

    Home Repairs

    If you attempt to do mechanical or electrical work on your Nominated Vehicle, Eligible Caravan or Trailer and it won’t start or operate properly, you will not be entitled to receive Services from RACQ. We will, however, for Nominated Vehicles provide a tow of 20km in any direction to a repairer at no charge, providing that the Nominated Vehicle, and associated components are entirely intact. Any towing above this Entitlement will incur an additional cost.

    Water crossings – Islands and inland rivers and creeks

    RACQ will provide assistance on islands connected to the mainland by bridge only. Service on offshore islands is subject to availability.

    If the offshore island does not have a dedicated RACQ Service Provider, the Driver will be required to pay for the Service cost from a third party. 

    RACQ will provide Services to the following locations within mainland Queensland where rivers need to be crossed:

    • Jardine
    • Daintree
    • Mossman
    • Noosa North Shore.

    If RACQ helps you on an island without a bridge, the Driver will need to pay any additional costs incurred in performing the Service. This may include barge, ferry or permit fees, costs for special equipment, additional towing costs, or costs associated with additional travel time.

    Non-Serviced Remote Area

    If for any reason an RACQ Service Provider in a Remote Area is unable to respond to your call, you may be required to pay for the Service cost from a third party and claim reimbursements of your reasonably incurred costs in accordance with your Entitlements up to the limit of the Entitlement (view Reimbursements).

    Non-original equipment manufacturer parts

    Parts supplied by RACQ or our authorised stockist have been sourced from independent manufacturers and may or may not be genuine parts. They comply with the manufacturer’s specifications for your vehicle and the relevant Australian Standards.

    Non-standard Vehicles

    The sizes and weights noted in these terms and conditions include any accessories or equipment fitted on or to your vehicle at the time of Breakdown and any modifications made from the standard specification.

    Excess use

    If RACQ reasonably consider that you ask for Services more often than is reasonable, RACQ may ask you to make sure your Nominated Vehicle is in good mechanical and Roadworthy condition.

    RACQ may refuse to provide further Services until you comply with any such requests or Service may be provided for a fee.

    RACQ’s Excess Use program is used to identify, monitor and assist those Members who RACQ reasonably considers have made excessive requests for Service.

    Without limiting the circumstances in which RACQ may apply this policy, circumstances that may constitute excess use include:

    • Repeated Service calls for the same reason (e.g. flat battery, faulty alternator, out of fuel etc.)
    • RACQ reasonably considering that the Nominated Vehicle is not being maintained in a sound mechanical and Roadworthy condition

    As a mutual organisation, RACQ re-invests any operating surpluses back into the development of products and Services that return the most value and benefit to Members. RACQ therefore has a financial responsibility to ensure that Club Services are distributed in a manner that benefits all Members.

    Part of this responsibility is ensuring that Members are not using the Service in lieu of proper mechanical maintenance, or regularly requesting roadside assistance for the same recurring incidents.

    If your policy is in the Excess Use program, it will only be at the RACQ Everyday level.

    When renewing the policy while in the Excess Use program, it will only be charged at that level. Also, you won't be able to upgrade to RACQ Everyday Plus, RACQ Ultra Care, RACQ Ultimate Care, or RACQ RV.

    Before you are placed in the Excess Use program due to excessive use, you will always receive a notification letter. This letter explains the Excess Use program, how RACQ can help them reduce your Breakdown frequency, and how you can contact RACQ if they think they were placed in the Excess Use program by mistake.

    Merchant fees and road tolls

    RACQ won't add any extra charges like merchant fees, credit surcharges, or road tolls when giving you Services covered by your Entitlements.

    This waiver of fees will not apply where RACQ is providing Services outside of your Entitlements or in excess of any Maximum Entitlement.

    Extra costs

    In addition to those costs set out in these terms and conditions, extra costs will be your responsibility. Any repairs provided that incur an additional cost, will be at your expense.

    Liability

    Except for any rights that you are entitled to by law, RACQ and RACQ Service Providers accept no responsibility for any damage to your Nominated Vehicle, Eligible Caravan or Trailer, or other vehicles or property, including (without limitation) while in the care of RACQ or an RACQ Service Provider except to the extent caused by the negligent or unlawful act or omission of RACQ or an RACQ Service Provider, in which case, without limiting the following paragraph, RACQ’s liability will be limited to the lesser of the reasonable cost to repair the damage caused by the negligent or unlawful act of RACQ or the RACQ Service Provider to the Nominated Vehicle, Eligible Caravan or Trailer, or other vehicle or property and the value of the Nominated Vehicle, Eligible Caravan or Trailer, or other vehicle or property.

    RACQ will not be liable for any indirect or consequential loss, including loss of income or any other expenses, or damage that arises from providing, or failing to provide, any Services. You will not be liable for any indirect or consequential loss, including loss of income or any other expenses, or damage in respect of these terms and conditions.

    You're responsible for covering the cost and risk of insurance in all situations.

    Reimbursements

    In addition to any rights you have under the law or expressly in these terms, if RACQ can't provide you with an Entitlement, you can ask RACQ to consider reimbursing you for your reasonably incurred costs based on your entitlements on an ex gratia basis.

    When you ask for this reimbursement, make sure to provide all the important information, including the original receipt covering payment. It will need to be signed by you and sent within 90 days of the call for Services.

    This correspondence can be addressed to: RACQ Incident Management PO Box 4 SPRINGWOOD QLD 4127

    Or email: PIMS@racq.com.au

    Refund Entitlements

    Our Services come with guarantees that cannot be excluded under the Australian Consumer Law. These terms and conditions do not exclude or limit any of your rights under the Australian Consumer Law which that law prohibits from being excluded or limited.

    If a Member decides to cancel their Roadside Assistance within 21 days of purchasing it, they can get a refund of any fees they paid, if they haven't used any Services or Entitlements.

    After 21 days, there will be no refunds if you have simply changed your mind during the term of your Roadside Assistance policy.

  • Who is covered?

    Your RACQ Everyday Plus covers any Driver of your Nominated Vehicle for roadside assistance after a Breakdown.

    To receive Travel Entitlements, the Driver must have an Australian residential address. RACQ may ask the Driver to provide proof of this. If proof cannot be provided, RACQ may refuse to provide the Travel Entitlements or require the Driver to pay for them.

    The Member will be entitled to the service inclusions of RACQ Everyday Lite in respect of Eligible PMDs.

    What is covered?

    Any Driver of the Nominated Vehicle:

    • Roadside Assistance is available 24 hours a day, 365 days a year
    • Up to 100km to attend your Nominated Vehicle
    • Towing up to 50km in any direction
    • Access to General Entitlements such as emergency fuel, key assist, special towing, and wheel changing
    • Local Entitlements such as taxi, ride share or rental vehicle when your Nominated Vehicle gets towed
    • Travel Entitlements such as accommodation, rental vehicle, passenger transport and vehicle recovery when your vehicle cannot be made mobile within 48 hours and you’re more than 100 km from home
    • Caravan and Trailer cover

    For more information, refer to General Entitlements, Local Entitlements and Travel Entitlements.

    What is not covered?

    • Unregistered Vehicles, caravans or trailers
    • Vehicles, caravans or trailers which do not meet our eligibility criteria
    • Roadside Assistance does not cover you for an Insurable Event and is not a substitute for motor vehicle insurance
    • Where we cannot access your Nominated Vehicle or Eligible PMD due to the location of the Breakdown or other factors out of our control (e.g. weather events or flooding)
    • If the Nominated Vehicle, Caravan, Trailer or PMD is already at a Place of Repair
    • Where the Nominated Vehicle, Caravan, Trailer or PMD has suffered water damage
    • Repairs and cost of parts such as windscreen, batteries, chains, and tyres

    For more information, refer to Service Limitations and Service Exclusions.

    What is the waiting period?

    A waiting period of 48 hours applies to the Roadside Assistance Entitlements.

    This waiting period for Roadside Assistance Entitlements can be waived if the member chooses to pay an Immediate Service Surcharge.

    If the member pays the Immediate Service Surcharge, during the waiting period, roadside assistance will be provided for the Nominated Vehicle in accordance with the Entitlements of the RACQ Everyday product.

    A waiting period of 72 hours applies for all other Entitlements from the start date of the RACQ Everyday Plus product.

    A 72-hour waiting period applies to a change of the Nominated Vehicle for Entitlements. During that waiting period, roadside assistance will be provided for the new Nominated Vehicle in accordance with the entitlements of the RACQ Everyday product.

    If upgrading from another product, during the waiting period, Entitlements will be provided in accordance with the entitlements of that product. The waiting period will commence from the date of payment for the upgrade.

    Other Details

    We won't cover issues that existed before you purchased the policy or during a waiting period unless we specifically say otherwise.

    Waiting periods do not apply to renewal of the product, provided coverage is held continuously.

    It is your responsibility to update RACQ promptly with any changes, like address or vehicle details. These details may affect your Entitlements.

    What vehicles and devices are covered and not covered?

    Eligible Vehicles

    Any motor vehicle or motorcycle (excluding RVs of any size other than vans which have been converted to include living accommodation) which meet the following criteria:

    • Used at any time for private purposes
    • Registered
    • Roadworthy
    • Not an Ineligible Vehicle (see below)

    Eligible Vehicles must fit within these dimensions:

    Gross Vehicle Mass (GVM)1 Length Height Width
    Up to 4.5T 6.0m 2.3m 2.3m

    1GVM or Gross Vehicle Mass of a vehicle is the maximum loaded mass of the vehicle as stipulated by the manufacturer, regardless of whether it is loaded.

    If your vehicle exceeds any of these limitations when it breaks down, we cannot provide Service to your vehicle.

    If your vehicle is later modified and exceeds these limits, your vehicle may be ineligible for Service.

    Ineligible Vehicles

    RACQ does not cover motor vehicles or motorcycles that:

    • Are used as your main residence (if it is used as your residence in one spot for more than four weeks, we may deem it as your main residence)
    • Are taxis, limousines and other private rental hire vehicles
    • Are rental vehicles
    • Are being operated solely for commercial use
    • Are trucks, buses and other vehicles that exceed the size limitations
    • Are being offered for sale by licenced motor vehicle dealer
    • Are unregistered vehicles or vehicles on a day or temporary registration permit
    • Are registered and unregistered tractors and farm equipment
    • Are involved in or being tested for any form of racing or motor sports
    • Exceed the Eligible Vehicle Dimensions

    RACQ may determine that other vehicles are ineligible from time to time. If, during your policy, RACQ decides that your Nominated Vehicle is no longer an Eligible Vehicle, we will give you a reasonable time to nominate another Eligible Vehicle. If you don't, we will refund a portion of your annual fee for the remaining time left on your policy.

    If you accidentally nominate an Ineligible Vehicle and RACQ refuses to provide Services to it, we will give you time to nominate another Eligible Vehicle instead. If you do not do so and you haven't received any Entitlements during your policy term, RACQ will refund your annual fee.

    Eligible PMDs

    Any motorised or non-motorised Personal Mobility Device (PMD) which meet the following criteria:

    • Used for private purposes only
    • Has at least one wheel
    • Has a braking system
    • Does not require a licence for operation
    • Roadworthy (where applicable)
    • Has dimensions that do not exceed 1940mm in length and 1500mm in width
    • Combined weight of the device and its operator does not exceed 300kg (weight)

    Ineligible PMDs

    • Rented Devices
    • Golf carts, rollerblades, roller-skates, and other devices as determined by RACQ at the commencement of your policy (for new policies) or the date of your renewal notice (for policy renewal), or in respect of which it is unlawful or unsafe for RACQ to provide Services. Details available from RACQ.

    For more information, refer to RACQ Everyday Lite.

    Eligible Caravans and Trailers

    If your Eligible Caravan or Trailer needs towing, RACQ can only help if its Running Gear is in serviceable condition.

    Should Specialist Equipment or excess distance be required, you will be required to pay the additional cost.

    Should your Eligible Caravan or Trailer be greater than 3.5t GVM and requires wheel changing, assistance may be limited and may incur an additional fee.

    The Caravan or Trailer wheel nut spanner and jack (heavy duty, if required) must be provided.

    In certain areas, an RACQ Service Provider might not be able to assist with a Caravan or Trailer. In such cases, you may have to pay for the service and then claim reimbursement for your reasonable expenses, up to the Entitlement limit.

    To be eligible, your Caravan or Trailer must meet the following criteria:

    • Registered
    • Roadworthy
    • Does not exceed the size limitations
    • Not an Ineligible Caravan or Trailer (see below)

    Eligible Caravans or Trailers must fit within these dimensions:

    Gross Vehicle Mass (GVM)1 Length2 Height Width3 Track Width
    Up to 4.0T 6.0m 3.3m 2.5m 2.4m

    1 Gross Vehicle Mass of a vehicle is the maximum loaded mass of the vehicle as stipulated by the manufacturer, regardless of whether it is loaded.
    2 Including drawbar for caravans.
    3 Shell Width.

    Ineligible Caravans and Trailers

    RACQ does not cover Caravans and Trailers that:

    • Are used as your main residence (if it is used as your residence in one spot for more than four weeks, we may deem it as your main residence)
    • Use a fifth wheel (semi-trailer hitch), gooseneck or any other hitch type which is not compatible with a 50mm universal receiver
    • Are unregistered or rental Caravans or Trailers or those on a day registration permit
    • Are being offered for sale by licenced motor vehicle dealer
    • Exceed one or more of the Eligible Caravan and Trailer Dimensions

    Available Services

    The table highlights the available services for the Nominated Vehicle.

    Nominated Vehicle
    Call Outs Any Driver is entitled to roadside assistance call outs on your Nominated Vehicle, subject to the terms of our Excess Use program. Tick icon
    Attendance Our service providers will travel up to 100km to help your Nominated Vehicle if it:
    • Breaks down
    • Has a flat battery
    • Runs out of battery (for electric vehicles)
    • Needs a wheel change
    • Suffers a lockout
    • Requires emergency fuel
    		 Tick icon
    Towing If your Nominated Vehicle can't be made mobile on the roadside, we can arrange towing:
    • up to 50km in any direction, or
    • up to 100km to the attending RACQ Service Provider's premises or intermediate location if you're outside the metro area.
    		 Tick icon
    Lockout

    If you lock your keys in your Nominated Vehicle, RACQ will provide attendance to unlock your Nominated Vehicle. If RACQ cannot unlock the Nominated Vehicle, we can help arrange professional locksmith services.

    Professional locksmith services may incur additional fees to the Driver.

    Please be aware that some vehicles are designed by the manufacturer to resist break-ins. If you request help retrieving keys locked inside such a vehicle, RACQ won't be responsible for any resulting damage. We'll ask you to sign a waiver before starting any work.

    		 Tick icon
    Flat Battery

    If your Nominated Vehicle's battery is flat, we'll jump-start it for you. If needed, we can also offer an RACQ battery for you to buy, depending on availability.

    Jump starts may be provided, up to 24-volt boost start only. There is no cost for fitting an RACQ battery to the Nominated Vehicle. RACQ does not fit non-RACQ batteries.

    Batteries cannot be fitted to or serviced in vehicles where there is limited access to the battery or substantial removal of vehicle panels is required.

    		 Tick icon
    Battery depleted on Electric Vehicle

    If your Electric Vehicle's battery has been depleted, RACQ will give you a charge to reach the nearest charging station within range.

    If RACQ can't give you a charge, we'll tow your vehicle to the nearest Accessible Charging Station or to your home, in accordance with your Entitlements.

    If you’re towed to an Accessible Charging Station, you’ll need to provide your own charging cable and/or adaptor to charge your Electric Vehicle.

    Any costs associated with charging the Electric Vehicle will be at your own expense.

    		 Tick icon
    Caravan or trailer Refer to Caravan or Trailer cover. Tick icon

    General Entitlements

    You are entitled to Maximum Entitlements up to $1100 per year.

    RACQ Everyday Plus entitles you to general entitlements, available up to the specified allowance, anytime per year.

    Nominated Vehicle Caravan or Trailer
    Wheel Changing

    In the event of a faulty tyre or wheel, we will attend within your Entitlements to replace it with the Eligible Vehicle’s spare tyre (provided that tyre is roadworthy and compatible).

    Should a vehicle require a jack with a lifting capacity of greater than 1.6 tonnes or the Vehicles overall GVM is above 3.5 tonnes, you will need to provide a heavy-duty jack.

    Should the weight of the wheel and tyre assembly be beyond the safe lifting capacity of a single person, you may need to pay an additional service fee.

    		 Tick icon Tick icon
    Key Assist

    Up to $110 per year

    If you've lost, damaged, or can't access the key to your Nominated Vehicle or Eligible Caravan or Trailer, RACQ will arrange and cover the cost of services like locksmiths, towing, or personal transport, in accordance with your Entitlements.

    Services must be agreed by the Driver and RACQ and are not to include replacement of a key where a spare can be sourced locally.

    If the Nominated Vehicle is immobilised by an antitheft device, assistance will be provided to remove the device only.

    You will be responsible for the cost of any replacement parts, ignition barrels, immobilisers, door locks and door keys.

    		 Tick icon Tick icon
    Emergency Fuel

    10L up to 3 times per year

    If your Nominated Vehicle runs out of fuel, RACQ can deliver enough unleaded petrol or diesel within your Entitlements to get you to the nearest fuel station, subject to your Entitlements.

    In circumstances beyond RACQ’s control, such as a fuel strike, RACQ may be unable to provide this entitlement.

    		 Tick icon Cross icon
    Specialist Towing

    Up to $110 per year

    If following a Breakdown, your Nominated Vehicle or Eligible Caravan or Trailer needs specialised towing or gets bogged, RACQ will attend in accordance with your Entitlements.

    We'll help wherever possible, if access is available without leaving a Constructed Road/Driveway.

    Specialist towing Entitlements cover costs for special equipment or extra labour needed to move your vehicle, like from a parking garage.

    If the costs exceed your annual specialist towing Entitlement, the Driver will need to cover the extra expenses.

    This entitlement will not apply to Insurable Events.

    		 Tick icon Tick icon

    Local Entitlements

    Local Entitlements are available when:

    • You are less than 100km from your home address
    • The Nominated Vehicle or Eligible Caravan or Trailer with your Nominated Vehicle suffer a Breakdown and
    • Has been towed to a Place of Repair

    Combination of the following entitlements up to $55 per year until the end of the Incident, subject to, and included in, your Maximum Entitlements:

    Nominated Vehicle
    Taxi

    If you require a taxi, RACQ will arrange and pay after each towing event in accordance with your Entitlements.

    Taxi services will be subject to the availability of taxis in the relevant area.

    		 Tick icon
    Ride Share If you require ride share, RACQ will arrange and pay for a ride share after each towing event in accordance with your Entitlements. Tick icon
    Rental Vehicle

    If you require a rental vehicle, RACQ will arrange and pay for a rental vehicle in accordance with your Entitlements. Rental vehicle Entitlements will be subject to the availability of a suitable rental vehicle in the local area and is subject to any conditions or restrictions imposed by the rental company.

    RACQ will pay the daily hire rate, stamp duty, GST and tax up to the maximum daily Entitlement value.

    You are responsible for all running and incidental costs, including any insurance excess fees that may apply in the event of a claim, and any deposit required by the rental company.

    The rental company chosen will be at the discretion of RACQ, acting reasonably.

    		 Tick icon
    Alternative Transport RACQ will attempt to arrange alternative transportation like buses or trains. However, there may be occasions when you'll need to pay upfront and then seek reimbursement in accordance with your Entitlements. Tick icon
    Reimbursement

    Travel Entitlements

    Travel Entitlements are available when:

    • The Driver of the Nominated Vehicle is more than 100km from their Home address. 

    RACQ estimates the repairs will take more than 48 hours.

    Travel Entitlements cannot be used towards payment for prebooked travel arrangements.

    You can select one of these options per incident up until the End of Incident, subject to your Maximum Entitlement:

    Nominated Vehicle Caravan or Trailer

    Option 1

    Accommodation Only

    Up to $550 per incident

    		 Tick icon Tick icon

    Option 2

    Rental Vehicle Only

    Up to $100 per day for a maximum of 5 days.

    		 Tick icon Tick icon

    Option 3

    Accommodation and Rental Vehicle

    Accommodation up to $330.

    Rental up to $100 per day for a maximum of 3 days.

    		 Tick icon Tick icon

    Option 4

    Passenger Transport

    Economy class air, rail, or coach transportation for up to 5 people to the Driver's Home or intended destination.

    RACQ will cover the return air, coach, or rail fare for you or one nominated driver to retrieve the vehicle after it has been repaired.

    RACQ will also arrange and cover the cost of accommodation until the next available air, rail, or coach service arrives, up to $330.

    RACQ won't cover your transport, accommodation, or other expenses for your journey back Home afterward.

    		 Tick icon Tick icon

    Option 5

    Vehicle Recovery

    RACQ will arrange and pay for a car carrier to transport the vehicle to your chosen location.

    RACQ will also arrange transport and accommodation, if needed, for you and your passengers, as described in Option 4.

    Caravan and Trailer Recovery is not available with RACQ Everyday Plus.

    		 Tick icon Cross icon

    Taxi, Ride Share or Alternative Transport

    RACQ may offer a taxi, rideshare, or alternative transport as needed to help with your chosen option, within your Maximum Entitlements.

    		 Tick icon Tick icon

    Travel Entitlements Additional Information

    Accommodation

    The maximum allowance per incident only covers the room cost. Meals, minibar, internet, and telephone expenses and other incidental expenses are not included.

    Accommodation provided will be based on the number of passengers.

    The venue for accommodation is at the discretion of RACQ, acting reasonably.
    Rental Vehicle

    If you need a rental vehicle, RACQ will organise and cover the cost in accordance with your Entitlements.

    Rental vehicle Entitlements are subject to the availability of a suitable rental car in your area. Conditions set by the rental company may apply to your use of the rental vehicle.

    RACQ will pay the daily hire rate, stamp duty, GST and tax up to the maximum daily Entitlement value.

    However, you'll be responsible for running costs, insurance excess fees, tolls, incidental costs and any deposit needed by the rental company.

    The rental company chosen will be at the discretion of RACQ, acting reasonably.
    Alternative Passenger Transport

    The form of alternative transport will be at the discretion of RACQ, acting reasonably.

    Alternative passenger transport may include economy class air, rail or coach transportation.

    Flights are only available on a commercial scheduled service airline.

    Providing alternative passenger transport depends on availability. Terms set by the Service Provider will apply to the transport.

    RACQ will cover the cost of base fares or rates and tax. Additional costs will be at the member’s expense.
    Vehicle recovery

    Vehicle recovery depends on whether a suitable car carrier is available. In Remote Areas it might not be possible.

    Should a sea crossing or vehicle storage be required you must pay the costs of the crossing or storage costs.

    Should the cost of Vehicle Recovery result in your Maximum Entitlements being exceeded, you must pay the excess.

    Vehicle Recovery is not available for lost keys.

    Should your vehicle be an Ineligible Vehicle, RACQ will not provide Vehicle Recovery.

    Please note, there may be instances where the tow truck that the Member is travelling in with a vehicle may require a 12-hour rest period.

    Caravan or Trailer Towing

    Roadside Assistance Entitlements can be provided for Breakdowns on Eligible Caravans or Trailers when they are with the Nominated Vehicle.

    When a Nominated Vehicle suffers a breakdown and towing an Eligible Caravan or Trailer

    If it can be towed by the attending tow truck, the Eligible Caravan or Trailer can be towed under the same conditions as the Nominated Vehicle for up to 50km.

    Outside the Metro Area, it can be towed up to 100km back to the RACQ Service Provider's premises or an intermediate location.

    This is included in, and subject to, Maximum Entitlements.
    When the Eligible Caravan or Trailer suffers a Breakdown and requires towing

    The Eligible Caravan or Trailer can be towed up to 50km.

    Outside of the Metro Area, it can be towed up to 100km back to the RACQ Service Provider's premises or an intermediate location.

    Subject to the size limitations.

    This is included in, and subject to, Maximum Entitlements.

    End of Incident

    An incident will have ended in respect of providing Service and/or Entitlements when the first of the following occurs:

    • The Nominated Vehicle or Eligible Caravan or Trailer is mobilised; or
    • A Reasonable Time has been allowed to repair the Nominated Vehicle or Eligible Caravan or Trailer; or
    • The Driver has reached or been allowed a reasonable time to reach the agreed destination once it has been agreed that Vehicle Recovery will be provided; or
    • The Maximum Entitlements have been reached; or
    • The Nominated Vehicle or Eligible Caravan or Trailer is at a Place of Repair and the Driver has returned Home (Alternative Passenger Transport will be provided to collect the vehicle once it has been repaired); or
    • The Nominated Vehicle or Eligible Caravan or Trailer cannot or will not be repaired.

    RACQ Everyday Lite cover

    RACQ Everyday Lite is included with your RACQ Everyday Plus. For more information, refer to RACQ Everyday Lite Roadside Assistance.

    Maximum Entitlements

    RACQ Everyday Plus - $1100 per year (Including GST)

    You cannot exceed the RACQ Everyday Plus Maximum Entitlements within any one policy year.

    Each of the following count towards your Maximum Entitlement:

    • In respect of RACQ Everyday Lite, PMD Transport.
    • General Entitlements.
    • Local Entitlements when less than 100km from home Entitlements.
    • Travel Entitlements when more than 100km from home Entitlements (if applicable).
    • Any other entitlement specified as being subject to, or included within, your Maximum Entitlements.

    If you exceed your Maximum Entitlement or a specific limit for an Entitlement, you must pay for any Services you use to which the limit applies until your limits reset.

    All entitlement amounts specified in these terms and conditions are inclusive of GST.

    Service Limitations

    Personal Mobility Devices

    • RACQ Service Providers are unable to work on a wheelchair or mobility scooter whilst it is still occupied by the operator.
    • RACQ Service Providers are unable to help with lifting a person out of a wheelchair or mobility scooter.
    • RACQ Service Providers are unable to assist with mobilising devices where the operator does not have the required safety equipment.
    • Services may be limited in locations where an RACQ Service Provider cannot practicably gain direct access to the device, which may include parts of some shopping centres, parks, bike paths, and multi-storey buildings and some car parks.
    • RACQ Service Providers have limited technical capability to assist with complex faults. Common issues where a patrol can assist are:
      • Inflating a flat tyre or replacing where the operator can supply a spare tube.
      • Where the battery is accessible, checking for loose and dirty connections.
      • Replacing a blown fuse where the operator can supply a spare.
      • Refitting of a slipped bicycle chain where the whole chain is intact.
      • Retightening of components that have come loose during general wear and tear.

    For all other breakdown scenarios, it will be recommended that RACQ facilitate your PMD Transport entitlements.

    • RACQ Service Providers will not attempt any repairs to key safety components such as steering and brakes.
    • RACQ Service Providers will not supply any tyres and spare parts.
    • RACQ Service Providers will not assist with general maintenance items where the device is not immobilised.
    • RACQ Service Providers will not provide any service if there is damage caused by impact or collision.
    • The final decision on what work can be completed rests with the RACQ Service Provider at the scene.
    • RACQ Service Providers will not provide battery charging for PMDs.

    Motorcycles

    Motorcycles requiring Roadside Assistance may experience delays in some rural areas, depending on the availability of equipment.

    Electric Vehicles

    Regardless of your level of cover, you are entitled to receive the applicable Entitlements set out in the terms and conditions.

    View Eligible Vehicles and Ineligible Vehicles.

    Service Exclusions

    While RACQ tries to help you whenever possible, we might not be able to provide Services if:

    • It's unsafe or against the law
    • If we can't help due to circumstances beyond our control
    • If our local service provider isn't available

    RACQ may cancel your product if we believe (acting reasonably):

    • It's necessary to protect the health and safety of our staff or contractors, or
    • To meet our workplace health and safety duties to them

    In addition to those limitations already set out in these terms and conditions, we will not provide Services:

    • Where the damage is caused by an Insurable Event
    • If your vehicle isn't covered because it's ineligible, this includes Ineligible Vehicles, Ineligible Personal Mobility Devices (PMDs), Ineligible Caravans or Trailers
    • Where your vehicle is already situated, or receiving services, at any garage, or service station, including that of an RACQ Service Provider
    • If you need maintenance or general mechanical repairs. This includes temporary fixes to steering, brakes, or other safety parts. In such cases, Service will be limited to towing the vehicle to a place of repair within your Entitlements. Anything in excess of that distance will be charged to the Driver
    • To the extent you require transportation of passengers beyond the safe carrying capacity of the towing vehicle
    • If RACQ has already provided Entitlements for the Breakdown (whether under your policy or another Member’s policy)
    • Where we cannot access your vehicle due to the location of the Breakdown or other factors out of our control (e.g. weather events or flooding)
    • Where the Nominated Vehicle, Eligible Caravan or Trailer or Eligible PMD is parked in a difficult to access area, including but not limited to: parking garage, 4wd track, beach or in an area without Constructed Road/ Driveway access. Refer to Specialist Towing
    • If your vehicle is carrying animals or livestock for commercial purposes
    • Where your vehicle has suffered water ingestion including, but not limited to, traversing through flood waters or any other water crossing
    • To the extent that there is an unserviceable/damaged steering lock which prevents provision of the Services

    We do not repair malfunctioning windows or supply replacement spare parts or tyres.

    In such cases, Service will be limited to towing the vehicle to a place of repair within your Entitlements. Anything in excess of that distance will be charged to the Driver.

    Smashed windows and windscreens, impact damage to the rims of a tyre is an insurable event.

    Sometimes, RACQ may refer you to specialists who can help, but the Driver will need to pay for their Services.

    If our local service provider is not available, the Driver may need to pay for the service from another provider. You can then apply to claim reimbursement for your costs within your Entitlement limits.

    Travelling Interstate (excluding RACQ Everyday Lite)

    As well as our extensive network of Queensland service providers, we have reciprocal arrangements with affiliated interstate Automobile Clubs.

    A Member or Driver who requires assistance interstate will receive the Roadside Assistance Entitlements that the interstate Automobile Club/Association would normally provide to their base level members.

    Entitlements will vary from state to state.

    If your Nominated Vehicle requires assistance in another state, contact the RACQ Everyday Plus Roadside Assistance line on 1800 777 917

    General Entitlements, Local Entitlements and Travel Entitlements will continue to be provided by RACQ whilst you are interstate.

    RACQ Everyday Lite Entitlements are not available interstate.

    Home Repairs

    If you attempt to do mechanical or electrical work on your Nominated Vehicle, Eligible Caravan or Trailer or Eligible PMD and it won’t start or operate properly, you will not be entitled to receive Services from RACQ. We will, however, for Nominated Vehicles provide a tow of 20km in any direction to a repairer at no charge, providing that the Nominated Vehicle, and associated components are entirely intact. Any towing above this Entitlement will incur an additional cost.

    Water crossings – Islands and inland rivers and creeks

    RACQ will provide assistance on islands connected to the mainland by bridge only. Service on offshore islands is subject to availability.

    If the offshore island does not have a dedicated RACQ Service Provider, the Driver may be required to pay for the Service cost from a third party and claim reimbursements (view Reimbursements) of your reasonably incurred costs in accordance with your Entitlements, up to the limit of the Entitlement.

    RACQ will provide Services to the following locations within mainland Queensland where rivers need to be crossed:

    • Jardine
    • Daintree
    • Mossman
    • Noosa North Shore

    If RACQ helps you on an island without a bridge, the Driver will need to pay any additional costs incurred in performing the Service. This may include barge, ferry or permit fees, costs for special equipment, additional towing costs, or costs associated with additional travel time.

    Non-Serviced Remote Area

    If for any reason an RACQ Service Provider in a Remote Area is unable to respond to your call, you may be required to pay for the Service cost from a third party and claim reimbursements of your reasonably incurred costs in accordance with your Entitlements up to the limit of the Entitlement (view Reimbursements).

    Non-original equipment manufacturer parts

    Parts supplied by RACQ or our authorised stockist have been sourced from independent manufacturers and may or may not be genuine parts. They comply with the manufacturer’s specifications for your vehicle and the relevant Australian Standards.

    Non-standard Vehicles

    The sizes and weights noted in these terms and conditions include any accessories or equipment fitted on or to your vehicle at the time of Breakdown and any modifications made from the standard specification.

    Excess use

    If RACQ reasonably consider that you ask for Services more often than is reasonable, RACQ may ask you to make sure your Nominated Vehicle or Eligible Personal Mobility Device (PMD) is in good mechanical and Roadworthy condition.

    RACQ may refuse to provide further Services until you comply with any such requests or Service may be provided for a fee.

    RACQ’s Excess Use program is used to identify, monitor and assist those members who RACQ reasonably considers have made excessive requests for Service.

    Without limiting the circumstances in which RACQ may apply this policy, circumstances that may constitute excess use include:

    • Repeated Service calls for the same reason (e.g. flat battery, faulty alternator, out of fuel etc.)
    • RACQ reasonably considering that the Nominated Vehicle or Eligible PMD is not being maintained in a sound mechanical and Roadworthy condition.

    As a mutual organisation, RACQ re-invests any operating surpluses back into the development of products and services that return the most value and benefit to members. RACQ therefore has a financial responsibility to ensure that Club Services are distributed in a manner that benefits all members.

    Part of this responsibility is ensuring that members are not using the service in lieu of proper mechanical maintenance, or regularly requesting roadside assistance for the same recurring incidents.

    Except for RACQ Everyday Lite policies, if your policy is in the Excess Use program, it will only be at the RACQ Everyday level.

    When renewing the policy while in the Excess Use program, it will only be charged at that level. Also, you won't be able to upgrade to RACQ Everyday Plus, RACQ Ultra Care, RACQ Ultimate Care, or RACQ RV.

    Before you are placed in the Excess Use program due to excessive use, you will always receive a notification letter. This letter explains the Excess Use program, how RACQ can help them reduce your breakdown frequency, and how you can contact RACQ if they think they were placed in the Excess Use program by mistake.

    Merchant fees and road tolls

    RACQ won't add any extra charges like merchant fees, credit surcharges, or road tolls when giving you services covered by your Entitlements.

    This waiver of fees will not apply where RACQ is providing Services outside of your Entitlements or in excess of any Maximum Entitlement.

    Extra costs

    In addition to those costs set out in these terms and conditions, extra costs will be your responsibility. Any repairs provided that incur an additional cost, will be at your expense.

    Liability

    Except for any rights that you are entitled to by law, RACQ and RACQ Service Providers accept no responsibility for any damage to your Nominated Vehicle, Eligible Caravan or Trailer, Eligible PMD or other vehicles or property, including (without limitation) while in the care of RACQ or an RACQ Service Provider except to the extent caused by the negligent or unlawful act or omission of RACQ or an RACQ Service Provider, in which case, without limiting the following paragraph, RACQ’s liability will be limited to the lesser of the reasonable cost to repair the damage caused by the negligent or unlawful act of RACQ or the RACQ Service Provider to the Nominated Vehicle, Eligible Caravan or Trailer, Eligible PMD or other vehicle or property and the value of the Nominated Vehicle, Eligible Caravan or Trailer, Eligible PMD or other vehicle or property.

    RACQ will not be liable for any indirect or consequential loss, including loss of income or any other expenses, or damage that arises from providing, or failing to provide, any Services. You will not be liable for any indirect or consequential loss, including loss of income or any other expenses, or damage in respect of these terms and conditions.

    You're responsible for covering the cost and risk of insurance in all situations.

    Reimbursements

    In addition to any rights you have under the law or expressly in these terms, if RACQ can't provide you with an Entitlement, you can ask RACQ to consider reimbursing you for your reasonably incurred costs based on your entitlements on an ex gratia basis.

    When you ask for this reimbursement, make sure to provide all the important information, including the original receipt covering payment. It will need to be signed by you and sent within 90 days of the call for Services.

    This correspondence can be addressed to:
    RACQ Incident Management
    PO Box 4
    SPRINGWOOD QLD 4127

    Or email:
    PIMS@racq.com.au

    Refund Entitlements

    Our Services come with guarantees that cannot be excluded under the Australian Consumer Law. These terms and conditions do not exclude or limit any of your rights under the Australian Consumer Law which that law prohibits from being excluded or limited.

    If a member decides to cancel their Roadside Assistance within 21 days of purchasing it, they can get a refund of any fees they paid, if they haven't used any Services or Entitlements.

    After 21 days, there will be no refunds if you have simply changed your mind during the term of your Roadside Assistance policy.

  • Who is covered?

    Your RACQ Ultra Care covers any Driver of your Nominated Vehicle for roadside assistance after a Breakdown.

    Members with RACQ Ultra Care are entitled to Personal Roadside Assistance and can access Entitlements following a Breakdown in any Eligible Vehicle provided you are with the Eligible Vehicle when it breaks down and remain when Entitlements are provided.

    To receive Travel Entitlements, the Driver must have an Australian residential address. RACQ may ask the Driver to provide proof of this. If proof cannot be provided, RACQ may refuse to provide the Travel Entitlements or require the Driver to pay for them.

    The Member will be entitled to the Service inclusions of RACQ Everyday Lite in respect of Eligible PMDs.

    What is covered?

    Any Driver of the Nominated Vehicle:

    • Roadside Assistance is available 24 hours a day, 365 days a year
    • Up to 120 km to attend your Nominated Vehicle
    • Towing up to 60 km in any direction
    • Access to General Entitlements such as emergency fuel, key assist, special towing, and wheel changing
    • Local Entitlements such as taxi, ride share or rental vehicle when your Nominated Vehicle gets towed
    • Travel Entitlements such as accommodation, rental vehicle, passenger transport and vehicle recovery when your vehicle cannot be made mobile within 24 hours and you’re more than 100 km from Home
    • Caravan and Trailer cover

    For more information, refer to General Entitlements, Local Entitlements and Travel Entitlements.

    When the Member is with any other Eligible Vehicle (Personal Roadside Assistance):

    • Roadside Assistance is available 24 hours a day, 365 days a year
    • Up to 120 km attendance to get to the Eligible Vehicle
    • Towing up to 60 km in any direction
    • Access to General Entitlements such as emergency fuel, key assist, special towing, and wheel changing
    • Local Entitlements such as taxi, ride share or rental vehicle when your Eligible Vehicle gets towed
    • Travel Entitlements such as accommodation, car hire, passenger transport and vehicle recovery when your vehicle cannot be made mobile within 24 hours and you’re more than 100 km from Home
    • Caravan and Trailer Cover

    For more information, refer to General Entitlements, Local Entitlements and Travel Entitlements.

    What is not covered?

    • Unregistered Vehicles, Caravans or Trailers
    • Vehicles, Caravans or Trailers which do not meet our eligibility criteria
    • Roadside Assistance does not cover you for an Insurable Event and is not a substitute for motor vehicle insurance
    • Where we cannot access your Covered Vehicle or Eligible PMD due to the location of the Breakdown or other factors out of our control (e.g. weather events or flooding)
    • If the Covered Vehicle, Caravan, Trailer or PMD is already at a Place of Repair
    • Where the Covered Vehicle, Caravan, Trailer or PMD has suffered water damage
    • Repairs and cost of parts such as windscreen, batteries, chains, and tyres

    For more information, refer to Service Limitations and Service Exclusions.

    What is the waiting period?

    A waiting period of 48 hours applies to the Roadside Assistance Entitlements.

    This waiting period for Roadside Assistance Entitlements can be waived if the Member chooses to pay an Immediate Service Surcharge.

    If the Member pays the Immediate Service Surcharge, during the waiting period, roadside assistance will be provided for the Nominated Vehicle in accordance with the Entitlements of the RACQ Everyday product.

    A waiting period of 72 hours applies for all other Entitlements from the start date of the RACQ Ultra Care product.

    A 72-hour waiting period applies to a change of the Nominated Vehicle for Entitlements. During that waiting period, Roadside Assistance will be provided for the new Nominated Vehicle in accordance with the Entitlements of the RACQ Everyday product.

    If upgrading from another product, during the waiting period, Entitlements will be provided in accordance with the Entitlements of that product. The waiting period will commence from the date of payment for the upgrade.

    Other Details

    We won't cover issues that existed before you purchased the policy or during a waiting period unless we specifically say otherwise.

    Waiting periods do not apply to renewal of the product, provided coverage is held continuously.

    It is your responsibility to update RACQ promptly with any changes, like address or vehicle details. These details may affect your Entitlements.

    What vehicles and devices are covered and not covered?

    Eligible Vehicles

    Any motor vehicle or motorcycles (excluding RVs of any size other than vans which have been converted to include living accommodation) which meet the following criteria:

    • Used at any time for private purposes
    • Registered
    • Roadworthy
    • Not an Ineligible Vehicle (see below)

    Eligible Vehicles must fit within these dimensions:

    Gross Vehicle Mass (GVM)1 Length Height Width
    Up to 4.5T 6.0m 2.3m 2.3m

    1GVM or Gross Vehicle Mass of a vehicle is the maximum loaded mass of the vehicle as stipulated by the manufacturer, regardless of whether it is loaded.

    If your vehicle exceeds any of these limitations when it breaks down, we cannot provide Service to your vehicle.

    If your vehicle is later modified and exceeds these limits, your vehicle may be ineligible for Service.

    Ineligible Vehicles

    RACQ does not cover motor vehicles or motorcycles that:

    • Are used as your main residence (if it is used as your residence in one spot for more than four weeks, we may deem it as your main residence)
    • Are taxis, limousines and other private rental hire vehicles
    • Are rental vehicles
    • Are being operated solely for commercial use
    • Are trucks, buses and other vehicles that exceed the size limitations
    • Are being offered for sale by licenced motor vehicle dealer
    • Are unregistered vehicles or vehicles on a day or temporary registration permit
    • Are registered and unregistered tractors and farm equipment
    • Are involved in or being tested for any form of racing or motor sports
    • Exceed the Eligible Vehicle Dimensions

    RACQ may determine that other vehicles are ineligible from time to time. If, during your policy, RACQ decides that your Nominated Vehicle is no longer an Eligible Vehicle, we will give you a reasonable time to nominate another Eligible Vehicle. If you don't, we will refund a portion of your annual fee for the remaining time left on your policy.

    If you accidentally nominate an Ineligible Vehicle and RACQ refuses to provide Services to it, we will give you time to nominate another Eligible Vehicle instead. If you do not do so and you haven't received any Entitlements during your policy term, RACQ will refund your annual fee.

    Eligible PMDs

    Any motorised or non-motorised Personal Mobility Device (PMD) which meet the following criteria:

    • Used for private purposes only
    • Has at least one wheel
    • Has a braking system
    • Does not require a licence for operation
    • Roadworthy (where applicable)
    • Has dimensions that do not exceed 1940mm in length and 1500mm in width
    • Combined weight of the device and its operator does not exceed 300kg (weight)

    Ineligible PMDs

    • Rented Devices
    • Golf carts, rollerblades, roller-skates, and other devices as determined by RACQ at the commencement of your policy (for new policies) or the date of your renewal notice (for policy renewal), or in respect of which it is unlawful or unsafe for RACQ to provide Services. Details available from RACQ.

    For more information, refer to RACQ Everyday Lite.

    Eligible Caravans and Trailers

    If your Eligible Caravan or Trailer needs towing, RACQ can only help if its Running Gear is in serviceable condition.

    Should Specialist Equipment or excess distance be required, you will be required to pay the additional cost.

    Should your Eligible Caravan or Trailer be greater than 3.5t GVM and requires wheel changing, assistance may be limited and may incur an additional fee.

    The Caravan or Trailer wheel nut spanner and jack (heavy duty, if required) must be provided.

    In certain areas, an RACQ Service Provider might not be able to assist with a Caravan or Trailer. In such cases, you may have to pay for the service and then claim reimbursement for your reasonable expenses, up to the Entitlement limit.

    To be eligible, your Caravan or Trailer must meet the following criteria:

    • Registered
    • Roadworthy
    • Does not exceed the size limitations
    • Not an Ineligible Caravan or Trailer (see below)

    Eligible Caravans or Trailers must fit within these dimensions:

    Gross Vehicle Mass (GVM)1 Length2 Height Width3 Track Width
    Up to 4.0T 7.0m 3.3m 2.5m 2.4m

    1 Gross Vehicle Mass of a vehicle is the maximum loaded mass of the vehicle as stipulated by the manufacturer, regardless of whether it is loaded.
    2 Including drawbar for caravans.
    3 Shell Width.

    Ineligible Caravans and Trailers

    RACQ does not cover Caravans and Trailers that:

    • Are used as your main residence (if it is used as your residence in one spot for more than four weeks, we may deem it as your main residence)
    • Use a fifth wheel (semi-trailer hitch), gooseneck or any other hitch type which is not compatible with a 50mm universal receiver
    • Are unregistered or rental Caravans or Trailers or those on a day registration permit
    • Are being offered for sale by licenced motor vehicle dealer
    • Exceed one or more of the Eligible Caravan and Trailer Dimensions

    Available Services

    The table highlights the available Services for the Nominated Vehicle, as well as other Eligible vehicles covered under your Personal Roadside Assistance.

    Nominated Vehicle Other Eligible Vehicles
    (Personal Roadside Assistance– available only if Member is present)
    Call Outs Any Driver is entitled to roadside assistance call outs on your Nominated Vehicle, subject to the terms of our Excess Use program. The Member can get roadside assistance for any Eligible Vehicle as long as they're present when the Breakdown happens and when assistance is given, subject to the terms of our Excess Use program.
    Attendance

    Our RACQ Service Providers will travel up to 120kms to help your Covered Vehicle if it:

    • Breaks down
    • Has a flat battery
    • Runs out of battery (for Electric Vehicles)
    • Needs a wheel change
    • Suffers a lockout
    • Requires emergency fuel
    Towing

    If your Covered Vehicle can't be made mobile on the roadside, we can arrange towing:

    • Up to 60km in any direction, or
    • Up to 120km to the Attending RACQ Service Provider's Premises or Intermediate Location if you're outside the Metro Area.
    Lockout

    If you lock your keys in your Covered Vehicle, RACQ will provide attendance to unlock your Covered Vehicle. If RACQ cannot unlock the Covered Vehicle, we can help arrange professional locksmith services.

    Professional locksmith services may incur additional fees to the Driver.

    Please be aware that some vehicles are designed by the manufacturer to resist break-ins. If you request help retrieving keys locked inside such a vehicle, RACQ won't be responsible for any resulting damage. We'll ask you to sign a waiver before starting any work.
    Flat Battery

    If your Covered Vehicle's battery is flat, we'll jump-start it for you. If needed, we can also offer an RACQ battery for you to buy, depending on availability.

    Jump starts may be provided, up to 24-volt boost start only. There is no cost for fitting an RACQ battery to the Covered Vehicle. RACQ does not fit non-RACQ batteries.

    Batteries cannot be fitted to or Serviced in vehicles where there is limited access to the battery or substantial removal of vehicle panels is required.
    Battery depleted on Electric Vehicle

    If your Electric Vehicle's battery has been depleted, RACQ will give you a charge to reach the nearest charging station within range.

    If RACQ can't give you a charge, we'll tow your vehicle to the nearest Accessible Charging Station or to your Home, in accordance with your Entitlements.

    If you’re towed to an Accessible Charging Station, you’ll need to provide your own charging cable and/or adaptor to charge your Electric Vehicle.

    Any costs associated with charging the Electric Vehicle will be at your own expense.
    Caravan or Trailer Refer to Caravan or Trailer cover

    General Entitlements

    You are entitled to Maximum Entitlements up to $3300 per year.

    RACQ Ultra Care entitles you to general Entitlements, available up to the specified allowance, anytime per year.

    Nominated Vehicle Other Eligible Vehicles* Caravan or Trailer
    Wheel Changing

    In the event of a faulty tyre or wheel, we will attend within your Entitlements to replace it with the Eligible Vehicle’s spare tyre (provided that tyre is Roadworthy and compatible).

    Should a vehicle require a jack with a lifting capacity of greater than 1.6 tonnes or the Vehicles overall GVM is above 3.5 tonnes, you will need to provide a heavy-duty jack.

    Should the weight of the wheel and tyre assembly be beyond the safe lifting capacity of a single person, you may need to pay an additional Service fee.

    		 Tick icon Tick icon Tick icon
    Key Assist

    Up to $165 per year

    If you've lost, damaged, or can't access the key to your Covered Vehicle or Eligible Caravan or Trailer, RACQ will arrange and cover the cost of Services like locksmiths, towing, or personal transport, in accordance with your Entitlements.

    Services must be agreed by the Driver and RACQ and are not to include replacement of a key where a spare can be sourced locally.

    If the Covered Vehicle is immobilised by an antitheft device, assistance will be provided to remove the device only.

    You will be responsible for the cost of any replacement parts, ignition barrels, immobilisers, door locks and door keys.

    		 Tick icon Tick icon Tick icon
    Emergency Fuel

    10L up to 4 times per year

    If your Covered Vehicle runs out of fuel, RACQ can deliver enough unleaded petrol or diesel within your Entitlements to get you to the nearest fuel station, subject to your Entitlements.

    In circumstances beyond RACQ’s control, such as a fuel strike, RACQ may be unable to provide this entitlement.

    		 Tick icon Tick icon Cross icon
    Specialist Towing

    Up to $165 per year

    If following a Breakdown, your Covered Vehicle or Eligible Caravan or Trailer needs specialised towing or gets bogged, RACQ will attend in accordance with your Entitlements.

    We'll help wherever possible, if access is available without leaving a Constructed Road/Driveway.

    Specialist towing Entitlements cover costs for Special Equipment or extra labour needed to move your vehicle, like from a parking garage.

    If the costs exceed your annual specialist towing Entitlement, the Driver will need to cover the extra expenses.

    This entitlement will not apply to Insurable Events.

    		 Tick icon Tick icon Tick icon

    *Personal Roadside Assistance - available only if Member is present

    Local Entitlements

    Local Entitlements are available when:

    • You are less than 100km from your Home address
    • The Covered Vehicle or Eligible Caravan or Trailer with your Covered Vehicle suffer a Breakdown and
    • Has been towed to a Place of Repair

    Combination of the following Entitlements up to $275 per year until the end of the Incident, subject to, and included in, your Maximum Entitlements:

    Nominated Vehicle Other Eligible Vehicles*
    Taxi

    If you require a taxi, RACQ will arrange and pay after each towing event in accordance with your Entitlements.

    Taxi Services will be subject to the availability of taxis in the relevant area.

    		 Tick icon Tick icon
    Ride Share If you require ride share, RACQ will arrange and pay for a ride share after each towing event in accordance with your Entitlements. Tick icon Tick icon
    Rental Vehicle

    If you require a rental vehicle, RACQ will arrange and pay for a rental vehicle in accordance with your Entitlements. Rental vehicle Entitlements will be subject to the availability of a suitable rental vehicle in the local area and is subject to any conditions or restrictions imposed by the rental company.

    RACQ will pay the daily hire rate, stamp duty, GST and tax up to the maximum daily Entitlement value.

    You are responsible for all running and incidental costs, including any insurance excess fees that may apply in the event of a claim, and any deposit required by the rental company.

    The rental company chosen will be at the discretion of RACQ, acting reasonably.

    		 Tick icon Tick icon
    Alternative Transport RACQ will attempt to arrange alternative transportation like buses or trains. However, there may be occasions when you'll need to pay upfront and then seek reimbursement in accordance with your Entitlements. Tick icon
    Reimbursement    		 Tick icon
    Reimbursement

    *Personal Roadside Assistance - available only if Member is present

    Travel Entitlements

    Travel Entitlements are available when:

    • You are the Driver of the Covered Vehicle and are more than 100km from your Home address, or
    • The Driver of the Nominated Vehicle is more than 100km from their Home address.

    RACQ estimates the repairs will take more than 24 hours.

    Travel Entitlements cannot be used towards payment for prebooked travel arrangements.

    You can select one of these options per incident up until the End of Incident, subject to your Maximum Entitlement:

    Nominated Vehicle Other Eligible Vehicles* Caravan or Trailer

    Option 1

    Accommodation Only

    up to $770 per incident.

     

    		 Tick icon Tick icon Tick icon

    Option 2

    Rental Vehicle Only

    Up to $100 per day for a maximum of 7 days.

     

    		 Tick icon Tick icon Tick icon

    Option 3

    Accommodation and Rental Vehicle

    Accommodation up to $550. Rental up to $100 per day for a maximum of 5 days.

    		 Tick icon Tick icon Tick icon

    Option 4

    Passenger Transport

    Economy class air, rail, or coach transportation for up to 5 people to the Driver's Home or intended destination.

    RACQ will cover the return air, coach, or rail fare for you or one nominated Driver to retrieve the vehicle after it has been repaired.

    RACQ will also arrange and cover the cost of accommodation until the next available air, rail, or coach Service arrives, up to $550.

    RACQ won't cover your transport, accommodation, or other expenses for your journey back Home afterward.

    		Tick icon Tick icon Tick icon

    Option 5

    Vehicle Recovery

    RACQ will arrange and pay for a car carrier to transport the vehicle to your chosen location.

    RACQ will also arrange transport and accommodation, if needed, for you and your passengers, as described in Option 4.

    Caravan and Trailer Recovery is not available with RACQ Ultra Care.

    		 Tick icon Tick icon Cross icon

    Taxi, Ride Share or Alternative Transport

    RACQ may offer a taxi, rideshare, or alternative transport as needed to help with your chosen option, within your Maximum Entitlements.

    		Tick icon Tick icon Tick icon

    *Personal Roadside Assistance - available only if Member is present

    Travel Entitlements Additional Information

    Accommodation

    The maximum allowance per incident only covers the room cost. Meals, minibar, internet, and telephone expenses and other incidental expenses are not included.

    Accommodation provided will be based on the number of passengers.

    The venue for accommodation is at the discretion of RACQ, acting reasonably.
    Rental Vehicle

    If you need a rental vehicle, RACQ will organise and cover the cost in accordance with your Entitlements.

    Rental vehicle Entitlements are subject to the availability of a suitable rental car in your area. Conditions set by the rental company may apply to your use of the rental vehicle.

    RACQ will pay the daily hire rate, stamp duty, GST and tax up to the maximum daily Entitlement value.

    However, you'll be responsible for running costs, insurance excess fees, tolls, incidental costs and any deposit needed by the rental company.

    The rental company chosen will be at the discretion of RACQ, acting reasonably.

    Alternative Passenger

    Transport

    The form of alternative transport will be at the discretion of RACQ, acting reasonably.

    Alternative passenger transport may include economy class air, rail or coach transportation.

    Flights are only available on a commercial scheduled service airline.

    Providing alternative passenger transport depends on availability. Terms set by the RACQ Service Provider will apply to the transport.

    RACQ will cover the cost of base fares or rates and tax. Additional costs will be at the Member’s expense.
    Vehicle Recovery

    Vehicle Recovery depends on whether a suitable car carrier is available. In Remote Areas it might not be possible.

    Should a sea crossing or vehicle storage be required you must pay the costs of the crossing or storage costs.

    Should the cost of Vehicle Recovery result in your Maximum Entitlements being exceeded, you must pay the excess.

    Vehicle Recovery is not available for lost keys.

    Should your vehicle be an Ineligible Vehicle, RACQ will not provide Vehicle Recovery.

    Please note, there may be instances where the tow truck that the Member is travelling in with a vehicle may require a 12-hour rest period.

    Caravan or Trailer Towing

    Roadside Assistance Entitlements can be provided for Breakdowns on Eligible Caravans or Trailers when they are with the Covered Vehicle.

    When a Covered Vehicle suffers a Breakdown and towing an Eligible Caravan or Trailer

    If it can be towed by the attending tow truck, the Eligible Caravan or Trailer can be towed under the same conditions as the Covered Vehicle for up to 60km.

    Outside the Metro Area, it can be towed up to 120km back to the RACQ Service Provider's premises or an Intermediate Location.

    This is included in, and subject to, Maximum Entitlements.

    When the Eligible Caravan or Trailer suffers a Breakdown and requires towing

    The Eligible Caravan or Trailer can be towed up to 60km

    Outside of the Metro Area, it can be towed up to 120km back to the RACQ Service Provider's premises or an Intermediate Location.

    Subject to the size limitations.

    This is included in, and subject to, Maximum Entitlements.

    End of Incident

    An incident will have ended in respect of providing Service and/or Entitlements when the first of the following occurs:

    • The Covered Vehicle or Eligible Caravan or Trailer is mobilised
    • A Reasonable Time has been allowed to repair the Covered Vehicle or Eligible Caravan or Trailer
    • The Driver has reached or been allowed a Reasonable Time to reach the agreed destination once it has been agreed that Vehicle Recovery will be provided
    • The Maximum Entitlements have been reached
    • The Covered Vehicle or Eligible Caravan or Trailer is at a Place of Repair and the Driver has returned Home (Alternative Passenger Transport will be provided to collect the vehicle once it has been repaired)
    • The Covered Vehicle or Eligible Caravan or Trailer cannot or will not be repaired

    RACQ Everyday Lite cover

    RACQ Everyday Lite is included with your RACQ Ultra Care. For more information, refer to RACQ Everyday Lite Roadside Assistance.

    Maximum Entitlements

    RACQ Ultra care - $3300 per year (Including GST)

    You cannot exceed RACQ Ultra Care Maximum Entitlements within any one policy year.

    Each of the following count towards your Maximum Entitlement:

    • In respect of RACQ Everyday Lite, PMD Transport
    • General Entitlements
    • Local Entitlements when less than 100km from Home Entitlements
    • Travel Entitlements when more than 100km from Home Entitlements (if applicable)
    • Any other entitlement specified as being subject to, or included within, your Maximum Entitlements.

    If you exceed your Maximum Entitlement or a specific limit for an Entitlement, you must pay for any Services you use to which the limit applies until your limits reset.

    All entitlement amounts specified in these terms and conditions are inclusive of GST.

    Service Limitations

    Personal Mobility Devices

    • RACQ Service Providers are unable to work on a wheelchair or mobility scooter whilst it is still occupied by the operator.
    • RACQ Service Providers are unable to help with lifting a person out of a wheelchair or mobility scooter.
    • RACQ Service Providers are unable to assist with mobilising devices where the operator does not have the required safety equipment.
    • Services may be limited in locations where an RACQ Service Provider cannot practicably gain direct access to the device, which may include parts of some shopping centres, parks, bike paths, and multi-storey buildings and some car parks.
    • RACQ Service Providers have limited technical capability to assist with complex faults. Common issues where a patrol can assist are:
      • Inflating a flat tyre or replacing where the operator can supply a spare tube.
      • Where the battery is accessible, checking for loose and dirty connections.
      • Replacing a blown fuse where the operator can supply a spare.
      • Refitting of a slipped bicycle chain where the whole chain is intact.
      • Retightening of components that have come loose during general wear and tear.

    For all other breakdown scenarios, it will be recommended that RACQ facilitate your PMD Transport entitlements.

    • RACQ Service Providers will not attempt any repairs to key safety components such as steering and brakes.
    • RACQ Service Providers will not supply any tyres and spare parts.
    • RACQ Service Providers will not assist with general maintenance items where the device is not immobilised.
    • RACQ Service Providers will not provide any service if there is damage caused by impact or collision.
    • The final decision on what work can be completed rests with the RACQ Service Provider at the scene.
    • RACQ Service Providers will not provide battery charging for PMDs.

    Motorcycles

    Motorcycles requiring Roadside Assistance may experience delays in some rural areas, depending on the availability of equipment.

    Electric Vehicles

    Regardless of your level of cover, you are entitled to receive the applicable Entitlements set out in the terms and conditions.

    View Eligible Vehicles and Ineligible Vehicles.

    Service Exclusions

    While RACQ tries to help you whenever possible, we might not be able to provide Services if:

    • It's unsafe or against the law
    • If we can't help due to circumstances beyond our control
    • If our local RACQ Service Provider isn't available

    RACQ may cancel your product if we believe (acting reasonably):

    • It's necessary to protect the health and safety of our staff or contractors, or
    • To meet our workplace health and safety duties to them

    In addition to those limitations already set out in these terms and conditions, we will not provide Services:

    • Where the damage is caused by an Insurable Event
    • If your vehicle isn't covered because it's ineligible, this includes Ineligible Vehicles, Ineligible Personal Mobility Devices (PMDs), Ineligible Caravans or Trailers
    • Where your vehicle is already situated, or receiving services, at any garage, or service station, including that of an RACQ Service Provider
    • If you need maintenance or general mechanical repairs. This includes temporary fixes to steering, brakes, or other safety parts. In such cases, Service will be limited to towing the vehicle to a Place of Repair within your Entitlements. Anything in excess of that distance will be charged to the Driver
    • To the extent you require transportation of passengers beyond the safe carrying capacity of the towing vehicle
    • If RACQ has already provided Entitlements for the Breakdown (whether under your policy or another Member’s policy)
    • Where we cannot access your vehicle due to the location of the Breakdown or other factors out of our control (e.g. weather events or flooding)
    • Where the Covered Vehicle, Eligible Caravan or Trailer or Eligible PMD is parked in a difficult to access area, including but not limited to; parking garage, 4wd track, beach or in an area without Constructed Road/ Driveway access. Refer to Specialist Towing
    • If your vehicle is carrying animals or livestock for commercial purposes
    • Where your vehicle has suffered water ingestion including, but not limited to, traversing through flood waters or any other water crossing
    • To the extent that there is an unserviceable/damaged steering lock which prevents provision of the Services

    We do not repair malfunctioning windows or supply replacement spare parts or tyres.

    In such cases, Service will be limited to towing the vehicle to a Place of Repair within your Entitlements. Anything in excess of that distance will be charged to the Driver.

    Smashed windows and windscreens, impact damage to the rims of a tyre is an Insurable Event.

    Sometimes, RACQ may refer you to specialists who can help, but the Driver will need to pay for their Services.

    If our local RACQ Service Provider is not available, the Driver may need to pay for the Service from another provider. You can then apply to claim reimbursement for your costs within your Entitlement limits.

    Travelling Interstate (excluding RACQ Everyday Lite)

    As well as our extensive network of Queensland RACQ Service Providers, we have reciprocal arrangements with affiliated interstate Automobile Clubs.

    A Member or Driver who requires assistance interstate will receive the Roadside Assistance Entitlements that the interstate Automobile Club/Association would normally provide to their base level Members.

    Entitlements will vary from state to state.

    If your Covered Vehicle requires assistance in another state, contact the RACQ Ultra Care Roadside Assistance line on 1800 777 917.

    General Entitlements, Local Entitlements and Travel Entitlements will continue to be provided by RACQ whilst you are interstate.

    RACQ Everyday Lite Entitlements are not available interstate.

    Home Repairs

    If you attempt to do mechanical or electrical work on your Covered Vehicle, Eligible Caravan or Trailer or Eligible PMD and it won’t start or operate properly, you will not be entitled to receive Services from RACQ. We will, however, for Covered Vehicles provide a tow of 20km in any direction to a repairer at no charge, providing that the Covered Vehicle, and associated components are entirely intact. Any towing above this Entitlement will incur an additional cost.

    Water crossings – Islands and inland rivers and creeks

    RACQ will provide assistance on islands connected to the mainland by bridge only. Service on offshore islands is subject to availability.

    If the offshore island does not have a dedicated RACQ Service Provider, the Driver may be required to pay for the Service cost from a third party and claim reimbursements (view Reimbursements) of your reasonably incurred costs in accordance with your Entitlements, up to the limit of the Entitlement.

    RACQ will provide Services to the following locations within mainland Queensland where rivers need to be crossed:

    • Jardine
    • Daintree
    • Mossman
    • Noosa North Shore

    If RACQ helps you on an island without a bridge, the Driver will need to pay any additional costs incurred in performing the Service. This may include barge, ferry or permit fees, costs for Special Equipment, additional towing costs, or costs associated with additional travel time.

    Non-Serviced Remote Area

    If for any reason an RACQ Service Provider in a Remote Area is unable to respond to your call, you may be required to pay for the Service cost from a third party and claim reimbursements of your reasonably incurred costs in accordance with your Entitlements up to the limit of the Entitlement (view Reimbursements).

    Non-original equipment manufacturer parts

    Parts supplied by RACQ or our authorised stockist have been sourced from independent manufacturers and may or may not be genuine parts. They comply with the manufacturer’s specifications for your vehicle and the relevant Australian Standards.

    Non-standard Vehicles

    The sizes and weights noted in these terms and conditions include any accessories or equipment fitted on or to your vehicle at the time of Breakdown and any modifications made from the standard specification.

    Excess use

    If RACQ reasonably consider that you ask for Services more often than is reasonable, RACQ may ask you to make sure your Covered Vehicle or Eligible Personal Mobility Device (PMD) is in good mechanical and Roadworthy condition.

    RACQ may refuse to provide further Services until you comply with any such requests or Service may be provided for a fee.

    RACQ’s Excess Use program is used to identify, monitor and assist those Members who RACQ reasonably considers have made excessive requests for Service.

    Without limiting the circumstances in which RACQ may apply this policy, circumstances that may constitute excess use include:

    • Repeated Service calls for the same reason (e.g. flat battery, faulty alternator, out of fuel etc.)
    • RACQ reasonably considering that the Covered Vehicle or Eligible PMD is not being maintained in a sound mechanical and Roadworthy condition.

    As a mutual organisation, RACQ re-invests any operating surpluses back into the development of products and Services that return the most value and benefit to Members. RACQ therefore has a financial responsibility to ensure that Club Services are distributed in a manner that benefits all Members.

    Part of this responsibility is ensuring that Members are not using the Service in lieu of proper mechanical maintenance, or regularly requesting Roadside Assistance for the same recurring incidents.

    Except for RACQ Everyday Lite policies, if your policy is in the Excess Use program, it will only be at the RACQ Everyday level.

    When renewing the policy while in the Excess Use program, it will only be charged at that level. Also, you won't be able to upgrade to RACQ Everyday Plus, RACQ Ultra Care, RACQ Ultimate Care, or RACQ RV.

    Before you are placed in the Excess Use program due to excessive use, you will always receive a notification letter. This letter explains the Excess Use program, how RACQ can help them reduce your Breakdown frequency, and how you can contact RACQ if they think they were placed in the Excess Use program by mistake.

    Merchant fees and road tolls

    RACQ won't add any extra charges like merchant fees, credit surcharges, or road tolls when giving you Services covered by your Entitlements.

    This waiver of fees will not apply where RACQ is providing Services outside of your Entitlements or in excess of any Maximum Entitlement.

    Extra costs

    In addition to those costs set out in these terms and conditions, extra costs will be your responsibility. Any repairs provided that incur an additional cost, will be at your expense.

    Liability

    Except for any rights that you are entitled to by law, RACQ and RACQ Service Providers accept no responsibility for any damage to your Covered Vehicle, Eligible Caravan or Trailer, Eligible PMD or other vehicles or property, including (without limitation) while in the care of RACQ or an RACQ Service Provider except to the extent caused by the negligent or unlawful act or omission of RACQ or an RACQ Service Provider, in which case, without limiting the following paragraph, RACQ’s liability will be limited to the lesser of the reasonable cost to repair the damage caused by the negligent or unlawful act of RACQ or the RACQ Service Provider to the Covered Vehicle, Eligible Caravan or Trailer, Eligible PMD or other vehicle or property and the value of the Covered Vehicle, Eligible Caravan or Trailer, Eligible PMD or other vehicle or property.

    RACQ will not be liable for any indirect or consequential loss, including loss of income or any other expenses, or damage that arises from providing, or failing to provide, any Services. You will not be liable for any indirect or consequential loss, including loss of income or any other expenses, or damage in respect of these terms and conditions.

    You're responsible for covering the cost and risk of insurance in all situations.

    Reimbursements

    In addition to any rights you have under the law or expressly in these terms, if RACQ can't provide you with an Entitlement, you can ask RACQ to consider reimbursing you for your reasonably incurred costs based on your Entitlements on an ex gratia basis.

    When you ask for this reimbursement, make sure to provide all the important information, including the original receipt covering payment. It will need to be signed by you and sent within 90 days of the call for Services.

    This correspondence can be addressed to:
    RACQ Incident Management
    PO Box 4
    SPRINGWOOD QLD 4127

    Or email:
    PIMS@racq.com.au

    Refund Entitlements

    Our Services come with guarantees that cannot be excluded under the Australian Consumer Law. These terms and conditions do not exclude or limit any of your rights under the Australian Consumer Law which that law prohibits from being excluded or limited.

    If a Member decides to cancel their Roadside Assistance within 21 days of purchasing it, they can get a refund of any fees they paid, if they haven't used any Services or Entitlements.

    After 21 days, there will be no refunds if you have simply changed your mind during the term of your Roadside Assistance policy.

  • Who is covered?

    Your RACQ Ultimate Care covers any Driver of your Nominated Vehicle for Roadside Assistance after a Breakdown.

    Members with RACQ Ultimate Care are entitled to Personal Roadside Assistance and can access Entitlements following a Breakdown in any Eligible Vehicle provided you are with the Eligible Vehicle when it breaks down and remain when Entitlements are provided.

    To receive Travel Entitlements, the Driver must have an Australian residential address. RACQ may ask the Driver to provide proof of this. If proof cannot be provided, RACQ may refuse to provide the Travel Entitlements or require ethe Driver to pay for them.

    The Member will be entitled to the Service inclusions of RACQ Everyday Lite in respect of Eligible PMDs.

    What is covered?

    Any Driver of the Nominated Vehicle:

    • Roadside Assistance is available 24 hours a day, 365 days a year
    • Up to 200 km to attend your Nominated Vehicle
    • Towing up to 100 km in any direction
    • Access to General Entitlements such as emergency fuel, key assist, special towing, and wheel changing
    • Local Entitlements such as taxi, ride share or rental vehicle when your Nominated Vehicle gets towed
    • Travel Entitlements such as accommodation, rental vehicle, passenger transport and vehicle recovery when your vehicle cannot be made mobile within 24 hours and you’re more than 100 km from Home
    • Caravan and Trailer cover

    For more information, refer to General Entitlements, Local Entitlements and Travel Entitlements.

    When the Member is with any other Eligible Vehicle (Personal Roadside Assistance):

    • Roadside Assistance is available 24 hours a day, 365 days a year
    • Up to 200 km attendance to get to the Eligible Vehicle
    • Towing up to 100 km in any direction
    • Access to General Entitlements such as emergency fuel, key assist, special towing, and wheel changing
    • Local Entitlements such as taxi, ride share or rental vehicle when your Eligible Vehicle gets towed
    • Travel Entitlements such as accommodation, car hire, passenger transport and vehicle recovery when your vehicle cannot be made mobile within 24 hours and you’re more than 100 km from Home
    • Caravan and Trailer Cover

    For more information, refer to General Entitlements, Local Entitlements and Travel Entitlements.

    What is not covered?

    • Unregistered Vehicles, Caravans or Trailers
    • Vehicles, Caravans or Trailers which do not meet our eligibility criteria
    • Roadside Assistance does not cover you for an Insurable Event and is not a substitute for motor vehicle insurance
    • Where we cannot access your Covered Vehicle or Eligible PMD due to the location of the Breakdown or other factors out of our control (e.g. weather events or flooding)
    • If the Covered Vehicle, Caravan, Trailer or PMD is already at a Place of Repair
    • Where the Covered Vehicle, Caravan, Trailer or PMD has suffered water damage
    • Repairs and cost of parts such as windscreen, batteries, chains, and tyres

    For more information, refer to Service Limitations and Service Exclusions.

    What is the waiting period?

    A waiting period of 48 hours applies to the Roadside Assistance Entitlements.

    This waiting period for Roadside Assistance Entitlements can be waived if the Member chooses to pay an Immediate Service Surcharge.

    If the Member pays the Immediate Service Surcharge, during the waiting period, roadside assistance will be provided for the Nominated Vehicle in accordance with the Entitlements of the RACQ Everyday product.

    A waiting period of 72 hours applies for all other Entitlements from the start date of the RACQ Ultimate Care product.

    A 72-hour waiting period applies to a change of the Nominated Vehicle for Entitlements. During that waiting period, roadside assistance will be provided for the new Nominated Vehicle in accordance with the Entitlements of the RACQ Everyday product.

    If upgrading from another product, during the waiting period, Entitlements will be provided in accordance with the Entitlements of that product. The waiting period will commence from the date of payment for the upgrade.

    Other Details

    We won't cover issues that existed before you purchased the policy or during a waiting period unless we specifically say otherwise.

    Waiting periods do not apply to renewal of the product, provided coverage is held continuously.

    It is your responsibility to update RACQ promptly with any changes, like address or vehicle details. These details may affect your Entitlements.

    What vehicles and devices are covered and not covered?

    Eligible Vehicles

    Any motor vehicle or motorcycle (excluding RVs of any size other than vans which have been converted to include living accommodation) which meet the following criteria:

    • Used at any time for private purposes
    • Registered
    • Roadworthy
    • Not an Ineligible Vehicle (see below)

    Eligible Vehicles must fit within these dimensions:

    Gross Vehicle Mass (GVM)1 Length Height Width
    Up to 4.5T 6.0m 2.3m 2.3m

    1GVM or Gross Vehicle Mass of a vehicle is the maximum loaded mass of the vehicle as stipulated by the manufacturer, regardless of whether it is loaded.

    If your vehicle exceeds any of these limitations when it breaks down, we cannot provide Service to your vehicle.

    If your vehicle is later modified and exceeds these limits, your vehicle may be ineligible for Service.

    Ineligible Vehicles

    RACQ does not cover motor vehicles or motorcycles that:

    • Are used as your main residence (if it is used as your residence in one spot for more than four weeks, we may deem it as your main residence)
    • Are taxis, limousines and other private rental hire vehicles
    • Are rental vehicles
    • Are being operated solely for commercial use
    • Are trucks, buses and other vehicles that exceed the size limitations
    • Are being offered for sale by licenced motor vehicle dealer
    • Are unregistered vehicles or vehicles on a day or temporary registration permit
    • Are registered and unregistered tractors and farm equipment
    • Are involved in or being tested for any form of racing or motor sports
    • Exceed the Eligible Vehicle Dimensions

    RACQ may determine that other vehicles are ineligible from time to time. If, during your policy, RACQ decides that your Nominated Vehicle is no longer an Eligible Vehicle, we will give you a reasonable time to nominate another Eligible Vehicle. If you don't, we will refund a portion of your annual fee for the remaining time left on your policy.

    If you accidentally nominate an Ineligible Vehicle and RACQ refuses to provide Services to it, we will give you time to nominate another Eligible Vehicle instead. If you do not do so and you haven't received any Entitlements during your policy term, RACQ will refund your annual fee.

    Eligible PMDs

    Any motorised or non-motorised Personal Mobility Device (PMD) which meet the following criteria:

    • Used for private purposes only
    • Has at least one wheel
    • Has a braking system
    • Does not require a licence for operation
    • Roadworthy (where applicable)
    • Has dimensions that do not exceed 1940mm in length and 1500mm in width
    • Combined weight of the device and its operator does not exceed 300kg (weight)

    Ineligible PMDs

    • Rented Devices
    • Golf carts, rollerblades, roller-skates, and other devices as determined by RACQ at the commencement of your policy (for new policies) or the date of your renewal notice (for policy renewal), or in respect of which it is unlawful or unsafe for RACQ to provide Services. Details available from RACQ.

    For more information, refer to RACQ Everyday Lite.

    Eligible Caravans and Trailers

    If your Eligible Caravan or Trailer needs towing, RACQ can only help if its Running Gear is in serviceable condition.

    Should Specialist Equipment or excess distance be required, you will be required to pay the additional cost.

    Should your Eligible Caravan or Trailer be greater than 3.5t GVM and requires wheel changing, assistance may be limited and may incur an additional fee.

    The Caravan or Trailer wheel nut spanner and jack (heavy duty, if required) must be provided.

    In certain areas, an RACQ Service Provider might not be able to assist with a Caravan or Trailer. In such cases, you may have to pay for the service and then claim reimbursement for your reasonable expenses, up to the Entitlement limit.

    To be eligible, your Caravan or Trailer must meet the following criteria:

    • Registered
    • Roadworthy
    • Does not exceed the size limitations
    • Not an Ineligible Caravan or Trailer (see below)

    Eligible Caravans or Trailers must fit within these dimensions:

    Gross Vehicle Mass (GVM)1 Length2 Height Width3 Track Width
    Up to 4.0T 9.7m 3.3m 2.5m 2.4m

    1 Gross Vehicle Mass of a vehicle is the maximum loaded mass of the vehicle as stipulated by the manufacturer, regardless of whether it is loaded.
    2 Including drawbar for caravans.
    3 Shell Width.

    Ineligible Caravans and Trailers

    RACQ does not cover Caravans and Trailers that:

    • Are used as your main residence (if it is used as your residence in one spot for more than four weeks, we may deem it as your main residence)
    • Use a fifth wheel (semi-trailer hitch), gooseneck or any other hitch type which is not compatible with a 50mm universal receiver
    • Are unregistered or rental Caravans or Trailers or those on a day registration permit
    • Are being offered for sale by licenced motor vehicle dealer
    • Exceed one or more of the Eligible Caravan and Trailer Dimensions

    Available Services

    The table highlights the available Services for the Nominated Vehicle, as well as other Eligible vehicles covered under your Personal Roadside Assistance.

    Nominated Vehicle Other Eligible Vehicles
    (Personal Roadside Assistance– available only if Member is present)
    Call Outs Any Driver is entitled to roadside assistance call outs on your Nominated Vehicle, subject to the terms of our Excess Use program. The Member can get roadside assistance for any Eligible Vehicle as long as they're present when the Breakdown happens and when assistance is given, subject to the terms of our Excess Use program.
    Attendance

    Our RACQ Service Providers will travel up to 200km to help your Covered Vehicle if it:

    • Breaks down
    • Has a flat battery
    • Runs out of battery (for Electric Vehicles)
    • Needs a wheel change
    • Suffers a lockout
    • Requires emergency fuel
    Towing

    If your Covered Vehicle can't be made mobile on the roadside, we can arrange towing:

    • Up to 100km in any direction, or
    • Up to 200km to the Attending RACQ Service Provider's Premises or Intermediate Location if you're outside the Metro Area.
    Lockout

    If you lock your keys in your Covered Vehicle, RACQ will provide attendance to unlock your Covered Vehicle. If RACQ cannot unlock the Covered Vehicle, we can help arrange professional locksmith Services.

    Professional locksmith Services may incur additional fees to the Driver.

    Please be aware that some vehicles are designed by the manufacturer to resist break-ins. If you request help retrieving keys locked inside such a vehicle, RACQ won't be responsible for any resulting damage. We'll ask you to sign a waiver before starting any work.
    Flat Battery

    If your Covered Vehicle's battery is flat, we'll jump-start it for you. If needed, we can also offer an RACQ battery for you to buy, depending on availability.

    Jump starts may be provided, up to 24-volt boost start only. There is no cost for fitting an RACQ battery to the Covered Vehicle. RACQ does not fit non-RACQ batteries.

    Batteries cannot be fitted to or Serviced in vehicles where there is limited access to the battery or substantial removal of vehicle panels is required.
    Battery depleted on Electric Vehicle

    If your Electric Vehicle's battery has been depleted, RACQ will give you a charge to reach the nearest charging station within range.

    If RACQ can't give you a charge, we'll tow your vehicle to the nearest Accessible Charging Station or to your Home, in accordance with your Entitlements.

    If you’re towed to an Accessible Charging Station, you’ll need to provide your own charging cable and/or adaptor to charge your Electric Vehicle.

    Any costs associated with charging the Electric Vehicle will be at your own expense.
    Caravan or Trailer Refer to Caravan or Trailer cover

    General Entitlements

    You are entitled to Maximum Entitlements up to $7000 per year.

    RACQ Ultimate Care entitles you to general Entitlements, available up to the specified allowance, anytime per year.

    Nominated Vehicle Other Eligible Vehicles* Caravan or Trailer
    Wheel Changing

    In the event of a faulty tyre or wheel, we will attend within your Entitlements to replace it with the Eligible Vehicle’s spare tyre (provided that tyre is Roadworthy and compatible).

    Should a vehicle require a jack with a lifting capacity of greater than 1.6 tonnes or the Vehicles overall GVM is above 3.5 tonnes, you will need to provide a heavy-duty jack.

    Should the weight of the wheel and tyre assembly be beyond the safe lifting capacity of a single person, you may need to pay an additional Service fee.

    		 Tick icon Tick icon Tick icon
    Key Assist

    Up to $300 per year

    If you've lost, damaged, or can't access the key to your Covered Vehicle or Eligible Caravan or Trailer, RACQ will arrange and cover the cost of Services like locksmiths, towing, or personal transport, in accordance with your Entitlements.

    Services must be agreed by the Driver and RACQ and are not to include replacement of a key where a spare can be sourced locally.

    If the Covered Vehicle is immobilised by an antitheft device, assistance will be provided to remove the device only.

    You will be responsible for the cost of any replacement parts, ignition barrels, immobilisers, door locks and door keys.

    		 Tick icon Tick icon Tick icon
    Emergency Fuel

    10L up to 4 times per year

    If your Covered Vehicle runs out of fuel, RACQ can deliver enough unleaded petrol or diesel within your Entitlements to get you to the nearest fuel station, subject to your Entitlements.

    In circumstances beyond RACQ’s control, such as a fuel strike, RACQ may be unable to provide this entitlement.

    		 Tick icon Tick icon Cross icon
    Specialist Towing

    Up to $250 per year

    If following a Breakdown, your Covered Vehicle or Eligible Caravan or Trailer needs specialised towing or gets bogged, RACQ will attend in accordance with your Entitlements.

    We'll help wherever possible, if access is available without leaving a Constructed Road/Driveway.

    Specialist towing Entitlements cover costs for Special Equipment or extra labour needed to move your vehicle, like from a parking garage.

    If the costs exceed your annual specialist towing Entitlement, the Driver will need to cover the extra expenses.

    This entitlement will not apply to Insurable Events.

    		 Tick icon Tick icon Tick icon

    *Personal Roadside Assistance - available only if Member is present

    Local Entitlements

    Local Entitlements are available when:

    • You are less than 100km from your Home address
    • The Covered Vehicle or Eligible Caravan or Trailer with your Covered Vehicle suffer a Breakdown and
    • Has been towed to a Place of Repair

    Combination of the following Entitlements up to $480 per year until the end of the Incident, subject to, and included in, your Maximum Entitlements:

    Nominated Vehicle Other Eligible Vehicles*
    Taxi

    If you require a taxi, RACQ will arrange and pay after each towing event in accordance with your Entitlements.

    Taxi Services will be subject to the availability of taxis in the relevant area.

    		 Tick icon Tick icon
    Ride Share If you require ride share , RACQ will arrange and pay for a ride share after each towing event in accordance with your Entitlements. Tick icon Tick icon
    Rental Vehicle

    If you require a rental vehicle, RACQ will arrange and pay for a rental vehicle in accordance with your Entitlements. Rental vehicle Entitlements will be subject to the availability of a suitable rental vehicle in the local area and is subject to any conditions or restrictions imposed by the rental company.

    RACQ will pay the daily hire rate, stamp duty, GST and tax up to the maximum daily Entitlement value.

    You are responsible for all running and incidental costs, including any insurance excess fees that may apply in the event of a claim, and any deposit required by the rental company.

    The rental company chosen will be at the discretion of RACQ, acting reasonably.

    		 Tick icon Tick icon
    Alternative Transport RACQ will attempt to arrange alternative transportation like buses or trains. However, there may be occasions when you'll need to pay upfront and then seek reimbursement in accordance with your Entitlements. Tick icon
    Reimbursement    		 Tick icon
    Reimbursement

    *Personal Roadside Assistance - available only if Member is present

    Travel Entitlements

    Travel Entitlements are available when:

    • You are the Driver of the Covered Vehicle and are more than 100km from your Home address, or
    • The Driver of the Nominated Vehicle is more than 100km from their Home address.

    RACQ estimates the repairs will take more than 24 hours.

    Travel Entitlements cannot be used towards payment for prebooked travel arrangements.

    You can select one of these options per incident up until the End of Incident, subject to your Maximum Entitlement:

    Nominated Vehicle Other Eligible Vehicles* Caravan or Trailer

    Option 1

    Accommodation Only

    up to $2,400 per incident.

     

    		 Tick icon Tick icon Tick icon

    Option 2

    Rental Vehicle Only

    Up to $110 per day for a maximum of 12 days.

     

    		 Tick icon Tick icon Tick icon

    Option 3

    Accommodation and Rental Vehicle

    Accommodation up to $1,200. Rental up to $110 per day for a maximum of 6 days.

    		 Tick icon Tick icon Tick icon

    Option 4

    Passenger Transport

    Economy class air, rail, or coach transportation for up to 6 people to the Driver's Home or intended destination.

    RACQ will cover the return air, coach, or rail fare for you or one nominated Driver to retrieve the vehicle after it has been repaired.

    RACQ will also arrange and cover the cost of accommodation until the next available air, rail, or coach Service arrives, up to $1200.

    RACQ won't cover your transport, accommodation, or other expenses for your journey back Home afterward.

    		Tick icon Tick icon Tick icon

    Option 5

    Vehicle Recovery

    RACQ will arrange and pay for a car carrier to transport the vehicle to your chosen location.

    RACQ will also arrange transport and accommodation, if needed, for you and your passengers, as described in Option 4.

    If the Breakdown issue is with the Eligible Caravan or Trailer and there is no issue with the Covered Vehicle, the Caravan or Trailer will be eligible for a Recovery.

    		 Tick icon Tick icon Tick icon

    Taxi, Ride Share or Alternative Transport

    RACQ may offer a taxi, rideshare, or alternative transport as needed to help with your chosen option, within your Maximum Entitlements.

    		Tick icon Tick icon Tick icon

    *Personal Roadside Assistance - available only if Member is present

    Travel Entitlements Additional Information

    Accommodation

    The maximum allowance per incident only covers the room cost. Meals, minibar, internet, and telephone expenses and other incidental expenses are not included.

    Accommodation provided will be based on the number of passengers.

    The venue for accommodation is at the discretion of RACQ, acting reasonably.
    Rental Vehicle

    If you need a rental vehicle, RACQ will organise and cover the cost in accordance with your Entitlements.

    Rental vehicle Entitlements are subject to the availability of a suitable rental car in your area. Conditions set by the rental company may apply to your use of the rental vehicle.

    RACQ will pay the daily hire rate, stamp duty, GST and tax up to the maximum daily Entitlement value.

    However, you'll be responsible for running costs, insurance excess fees, tolls, incidental costs and any deposit needed by the rental company.

    The rental company chosen will be at the discretion of RACQ, acting reasonably.

    Alternative Passenger Transport

    The form of alternative transport will be at the discretion of RACQ, acting reasonably.

    Alternative passenger transport may include economy class air, rail or coach transportation.

    Flights are only available on a commercial scheduled service airline.

    Providing alternative passenger transport depends on availability. Terms set by the RACQ Service Provider will apply to the transport.

    RACQ will cover the cost of base fares or rates and tax. Additional costs will be at the Member’s expense.
    Vehicle Recovery

    Vehicle Recovery depends on whether a suitable car carrier is available. In Remote Areas it might not be possible.

    Should a sea crossing or vehicle storage be required you must pay the costs of the crossing or storage costs.

    Should the cost of Vehicle Recovery result in your Maximum Entitlements being exceeded, you must pay the excess.

    Vehicle Recovery is not available for lost keys.

    Should your vehicle be an Ineligible Vehicle, RACQ will not provide Vehicle Recovery.

    Please note, there may be instances where the tow truck that the Member is travelling in with a vehicle may require a 12-hour rest period.

    Caravan or Trailer Towing

    Roadside Assistance Entitlements can be provided for Breakdowns on Eligible Caravans or Trailers when they are with the Covered Vehicle.

    When a Covered Vehicle suffers a Breakdown and towing an Eligible Caravan or Trailer

    If it can be towed by the attending tow truck, the Eligible Caravan or Trailer can be towed under the same conditions as the Covered Vehicle for up to 100km.

    Outside the Metro Area, it can be towed up to 200km back to the RACQ Service Provider's premises or an Intermediate Location.

    This is included in, and subject to, Maximum Entitlements.

    When the Eligible Caravan or Trailer suffers a Breakdown and requires towing

    The Eligible Caravan or Trailer can be towed up to 100km

    Outside of the Metro Area, it can be towed up to 200km back to the RACQ Service Provider's premises or an Intermediate Location.

    Subject to the size limitations.

    This is included in, and subject to, Maximum Entitlements.
    Eligible Caravan or Trailer Recovery tow when more than 100km away from Home

    The Eligible Caravan or Trailer will be recovered with an Eligible Vehicle which suffers a Breakdown, if it meets the Travel Entitlement criteria and Entitlement limits.

    An Eligible Caravan or Trailer which suffers a Breakdown will be recovered if it meets the Travel Entitlement criteria and Entitlement limits.

    Caravan or Trailer Recovery depends on whether there's a suitable car carrier available, especially in Remote Areas where it might not be possible.

    If a sea crossing or vehicle storage is needed, you're responsible for the costs.

    If the Recovery costs exceed your Maximum Entitlements, you'll have to cover the excess.

    Caravan or Trailer Recovery doesn't cover lost keys.

    Should your Caravan or Trailer be Ineligible, RACQ will not provide Vehicle Recovery.

    Please note that Eligible Caravans or Trailers are only covered for this Entitlement for Members with RACQ Ultimate Care and RACQ RV.

    Please note, there may be instances where the tow truck that the Member is travelling in with a vehicle may require a 12-hour rest period.

    End of Incident

    An incident will have ended in respect of providing Service and/or Entitlements when the first of the following occurs:

    • The Covered Vehicle or Eligible Caravan or Trailer is mobilised; or
    • A Reasonable Time has been allowed to repair the Covered Vehicle or Eligible Caravan or Trailer; or
    • The Driver has reached or been allowed a Reasonable Time to reach the agreed destination once it has been agreed that Vehicle Recovery will be provided; or
    • The Maximum Entitlements have been reached; or
    • The Covered Vehicle or Eligible Caravan or Trailer is at a Place of Repair and the Driver has returned Home (Alternative Passenger Transport will be provided to collect the vehicle once it has been repaired); or
    • The Covered Vehicle or Eligible Caravan or Trailer cannot or will not be repaired.

    RACQ Everyday Lite cover

    RACQ Everyday Lite is included with your RACQ Ultimate Care. For more information, refer to RACQ Everyday Lite Roadside Assistance.

    Maximum Entitlements

    RACQ Ultimate Care - $7000 per year (Including GST)

    You cannot exceed RACQ Ultimate Care Maximum Entitlements within any one policy year.

    Each of the following count towards your Maximum Entitlement:

    • In respect of RACQ Everyday Lite, PMD Transport
    • General Entitlements
    • Local Entitlements when less than 100km from Home Entitlements
    • Travel Entitlements when more than 100km from Home Entitlements (if applicable)
    • Any other entitlement specified as being subject to, or included within, your Maximum Entitlements.

    If you exceed your Maximum Entitlement or a specific limit for an Entitlement, you must pay for any Services you use to which the limit applies until your limits reset.

    All entitlement amounts specified in these terms and conditions are inclusive of GST.

    Service Limitations

    Personal Mobility Devices

    • RACQ Service Providers are unable to work on a wheelchair or mobility scooter whilst it is still occupied by the operator.
    • RACQ Service Providers are unable to help with lifting a person out of a wheelchair or mobility scooter.
    • RACQ Service Providers are unable to assist with mobilising devices where the operator does not have the required safety equipment.
    • Services may be limited in locations where an RACQ Service Provider cannot practicably gain direct access to the device, which may include parts of some shopping centres, parks, bike paths, and multi-storey buildings and some car parks.
    • RACQ Service Providers have limited technical capability to assist with complex faults. Common issues where a patrol can assist are:
      • Inflating a flat tyre or replacing where the operator can supply a spare tube.
      • Where the battery is accessible, checking for loose and dirty connections.
      • Replacing a blown fuse where the operator can supply a spare.
      • Refitting of a slipped bicycle chain where the whole chain is intact.
      • Retightening of components that have come loose during general wear and tear.

    For all other breakdown scenarios, it will be recommended that RACQ facilitate your PMD Transport entitlements.

    • RACQ Service Providers will not attempt any repairs to key safety components such as steering and brakes.
    • RACQ Service Providers will not supply any tyres and spare parts.
    • RACQ Service Providers will not assist with general maintenance items where the device is not immobilised.
    • RACQ Service Providers will not provide any service if there is damage caused by impact or collision.
    • The final decision on what work can be completed rests with the RACQ Service Provider at the scene.
    • RACQ Service Providers will not provide battery charging for PMDs.

    Motorcycles

    Motorcycles requiring Roadside Assistance may experience delays in some rural areas, depending on the availability of equipment.

    Electric Vehicles

    Regardless of your level of cover, you are entitled to receive the applicable Entitlements set out in the terms and conditions.

    View Eligible Vehicles and Ineligible Vehicles.

    Service Exclusions

    While RACQ tries to help you whenever possible, we might not be able to provide Services if:

    • It's unsafe or against the law
    • If we can't help due to circumstances beyond our control
    • If our local RACQ Service Provider isn't available

    RACQ may cancel your product if we believe (acting reasonably):

    • It's necessary to protect the health and safety of our staff or contractors, or
    • To meet our workplace health and safety duties to them

    In addition to those limitations already set out in these terms and conditions, we will not provide Services:

    • Where the damage is caused by an Insurable Event
    • If your vehicle isn't covered because it's ineligible, this includes Ineligible Vehicles, Ineligible Personal Mobility Devices (PMDs), Ineligible Caravans or Trailers
    • Where your vehicle is already situated, or receiving Services, at any garage, or Service station, including that of an RACQ Service Provider
    • If you need maintenance or general mechanical repairs. This includes temporary fixes to steering, brakes, or other safety parts. In such cases, Service will be limited to towing the vehicle to a Place of Repair within your Entitlements. Anything in excess of that distance will be charged to the Driver
    • To the extent you require transportation of passengers beyond the safe carrying capacity of the towing vehicle
    • If RACQ has already provided Entitlements for the Breakdown (whether under your policy or another Member’s policy)
    • Where we cannot access your vehicle due to the location of the Breakdown or other factors out of our control (e.g. weather events or flooding)
    • Where the Covered Vehicle, Eligible Caravan or Trailer or Eligible PMD is parked in a difficult to access area, including but not limited to; parking garage, 4wd track, beach or in an area without Constructed Road/ Driveway access. Refer to Specialist Towing
    • If your vehicle is carrying animals or livestock for commercial purposes
    • Where your vehicle has suffered water ingestion including, but not limited to, traversing through flood waters or any other water crossing
    • To the extent that there is an unserviceable/damaged steering lock which prevents provision of the Services
    • We do not repair malfunctioning windows or supply replacement spare parts or tyres.
    • In such cases, Service will be limited to towing the vehicle to a Place of Repair within your Entitlements. Anything in excess of that distance will be charged to the Driver.
    • Smashed windows and windscreens, impact damage to the rims of a tyre is an Insurable Event.

    Sometimes, RACQ may refer you to specialists who can help, but the Driver will need to pay for their Services.

    If our local RACQ Service Provider is not available, the Driver may need to pay for the Service from another provider. You can then apply to claim reimbursement for your costs within your Entitlement limits.

    Travelling Interstate (excluding RACQ Everyday Lite)

    As well as our extensive network of Queensland RACQ Service Providers, we have reciprocal arrangements with affiliated interstate Automobile Clubs.

    A Member or Driver who requires assistance interstate will receive the Roadside Assistance Entitlements that the interstate Automobile Club/Association would normally provide to their base level Members.

    Entitlements will vary from state to state.

    If your Covered Vehicle requires assistance in another state, contact the RACQ Ultimate Care Roadside Assistance line on 1800 680 062.

    General Entitlements, Local Entitlements and Travel Entitlements will continue to be provided by RACQ whilst you are interstate.

    RACQ Everyday Lite Entitlements are not available interstate.

    Home Repairs

    If you attempt to do mechanical or electrical work on your Covered Vehicle, Eligible Caravan or Trailer or Eligible PMD and it won’t start or operate properly, you will not be entitled to receive Services from RACQ. We will, however, for Covered Vehicles provide a tow of 20km in any direction to a repairer at no charge, providing that the Covered Vehicle, and associated components are entirely intact. Any towing above this Entitlement will incur an additional cost.

    Water crossings – Islands and inland rivers and creeks

    RACQ will provide assistance on islands connected to the mainland by bridge only. Service on offshore islands is subject to availability.

    If the offshore island does not have a dedicated RACQ Service Provider, the Driver may be required to pay for the Service cost from a third party and claim reimbursements (view Reimbursements) of your reasonably incurred costs in accordance with your Entitlements, up to the limit of the Entitlement.

    RACQ will provide Services to the following locations within mainland Queensland where rivers need to be crossed:

    • Jardine
    • Daintree
    • Mossman
    • Noosa North Shore

    If RACQ helps you on an island without a bridge, the Driver will need to pay any additional costs incurred in performing the Service. This may include barge, ferry or permit fees, costs for Special Equipment, additional towing costs, or costs associated with additional travel time.

    Non-Serviced Remote Area

    If for any reason an RACQ Service Provider in a Remote Area is unable to respond to your call, you may be required to pay for the Service cost from a third party and claim reimbursements of your reasonably incurred costs in accordance with your Entitlements up to the limit of the Entitlement (view Reimbursements).

    Non-original equipment manufacturer parts

    Parts supplied by RACQ or our authorised stockist have been sourced from independent manufacturers and may or may not be genuine parts. They comply with the manufacturer’s specifications for your vehicle and the relevant Australian Standards.

    Non-standard Vehicles

    The sizes and weights noted in these terms and conditions include any accessories or equipment fitted on or to your vehicle at the time of Breakdown and any modifications made from the standard specification.

    Excess use

    If RACQ reasonably consider that you ask for Services more often than is reasonable, RACQ may ask you to make sure your Covered Vehicle or Eligible Personal Mobility Device (PMD) is in good mechanical and Roadworthy condition.

    RACQ may refuse to provide further Services until you comply with any such requests or Service may be provided for a fee.

    RACQ’s Excess Use program is used to identify, monitor and assist those Members who RACQ reasonably considers have made excessive requests for Service.

    Without limiting the circumstances in which RACQ may apply this policy, circumstances that may constitute excess use include:

    • Repeated Service calls for the same reason (e.g. flat battery, faulty alternator, out of fuel etc.)
    • RACQ reasonably considering that the Covered Vehicle or Eligible PMD is not being maintained in a sound mechanical and Roadworthy condition.

    As a mutual organisation, RACQ re-invests any operating surpluses back into the development of products and Services that return the most value and benefit to Members. RACQ therefore has a financial responsibility to ensure that Club Services are distributed in a manner that benefits all Members.

    Part of this responsibility is ensuring that Members are not using the Service in lieu of proper mechanical maintenance, or regularly requesting roadside assistance for the same recurring incidents.

    Except for RACQ Everyday Lite policies, if your policy is in the Excess Use program, it will only be at the RACQ Everyday level.

    When renewing the policy while in the Excess Use program, it will only be charged at that level. Also, you won't be able to upgrade to RACQ Everyday Plus, RACQ Ultra Care, RACQ Ultimate Care, or RACQ RV.

    Before you are placed in the Excess Use program due to excessive use, you will always receive a notification letter. This letter explains the Excess Use program, how RACQ can help them reduce your Breakdown frequency, and how you can contact RACQ if they think they were placed in the Excess Use program by mistake.

    Merchant fees and road tolls

    RACQ won't add any extra charges like merchant fees, credit surcharges, or road tolls when giving you Services covered by your Entitlements.

    This waiver of fees will not apply where RACQ is providing Services outside of your Entitlements or in excess of any Maximum Entitlement.

    Extra costs

    In addition to those costs set out in these terms and conditions, extra costs will be your responsibility. Any repairs provided that incur an additional cost, will be at your expense.

    Liability

    Except for any rights that you are entitled to by law, RACQ and RACQ Service Providers accept no responsibility for any damage to your Covered Vehicle, Eligible Caravan or Trailer, Eligible PMD or other vehicles or property, including (without limitation) while in the care of RACQ or an RACQ Service Provider except to the extent caused by the negligent or unlawful act or omission of RACQ or an RACQ Service Provider, in which case, without limiting the following paragraph, RACQ’s liability will be limited to the lesser of the reasonable cost to repair the damage caused by the negligent or unlawful act of RACQ or the RACQ Service Provider to the Covered Vehicle, Eligible Caravan or Trailer, Eligible PMD or other vehicle or property and the value of the Covered Vehicle, Eligible Caravan or Trailer, Eligible PMD or other vehicle or property.

    RACQ will not be liable for any indirect or consequential loss, including loss of income or any other expenses, or damage that arises from providing, or failing to provide, any Services. You will not be liable for any indirect or consequential loss, including loss of income or any other expenses, or damage in respect of these terms and conditions.

    You're responsible for covering the cost and risk of insurance in all situations.

    Reimbursements

    In addition to any rights you have under the law or expressly in these terms, if RACQ can't provide you with an Entitlement, you can ask RACQ to consider reimbursing you for your reasonably incurred costs based on your Entitlements on an ex gratia basis.

    When you ask for this reimbursement, make sure to provide all the important information, including the original receipt covering payment. It will need to be signed by you and sent within 90 days of the call for Services.

    This correspondence can be addressed to:
    RACQ Incident Management
    PO Box 4
    SPRINGWOOD QLD 4127

    Or email:
    PIMS@racq.com.au

    Refund Entitlements

    Our Services come with guarantees that cannot be excluded under the Australian Consumer Law. These terms and conditions do not exclude or limit any of your rights under the Australian Consumer Law which that law prohibits from being excluded or limited.

    If a Member decides to cancel their Roadside Assistance within 21 days of purchasing it, they can get a refund of any fees they paid, if they haven't used any Services or Entitlements.

    After 21 days, there will be no refunds if you have simply changed your mind during the term of your Roadside Assistance policy.

  • Who is covered?

    Your RACQ RV product covers any Driver of your Nominated RV or Nominated Larger Vehicle for roadside assistance after a Breakdown.

    Members with RACQ RV are entitled to Personal Roadside Assistance and can access Entitlements following a Breakdown in any Eligible Vehicle provided you are with the Eligible Vehicle when it breaks down and remain when Entitlements are provided.

    To receive Travel Entitlements, the Driver must have an Australian residential address. RACQ may ask the Driver to provide proof of this. If proof cannot be provided, RACQ may refuse to provide the Travel Entitlements or require the Driver to pay for them.

    The Member will be entitled to the Service Inclusions of RACQ Everyday Lite in respect of Eligible PMDs.

    What is covered?

    Any Driver of the Nominated RV or Nominated Larger Vehicle:

    • Roadside Assistance is available 24 hours a day, 365 days a year
    • Unlimited kms to attend your Nominated RV or Nominated Larger Vehicle
    • Towing up to $3300 per annum
    • Access to General Entitlements such as emergency fuel, key assist, special towing, and wheel changing
    • Local Entitlements such as taxi, ride share or rental vehicle when your Nominated Vehicle gets towed
    • Travel Entitlements such as accommodation, rental vehicle, passenger transport and pet transport when your vehicle cannot be made mobile within 24 hours and you’re more than 100 km from Home
    • Caravan and Trailer cover

    For more information, refer to General Entitlements, Local Entitlements and Travel Entitlements.

    When the Member is with any other Eligible Vehicle (Personal Roadside Assistance):

    • Roadside Assistance is available 24 hours a day, 365 days a year
    • Up to 200 km attendance to get to the Eligible Vehicle
    • Towing up to 100 km in any direction
    • Access to General Entitlements such as emergency fuel, key assist, special towing, and wheel changing
    • Local Entitlements such as taxi, ride share or rental vehicle when your Eligible Vehicle gets towed
    • Travel Entitlements such as accommodation, car hire, passenger transport and vehicle recovery when your vehicle cannot be made mobile within 24 hours and you’re more than 100 km from Home
    • Caravan and Trailer Cover

    For more information, refer to General Entitlements, Local Entitlements and Travel Entitlements.

     

    What is not covered?

    • Unregistered Vehicles, Caravans or Trailers
    • Vehicles, Caravans or Trailers which do not meet our eligibility criteria
    • Roadside Assistance does not cover you for an Insurable Event and is not a substitute for motor vehicle insurance
    • Where we cannot access your Covered Vehicle or Eligible PMD due to the location of the Breakdown or other factors out of our control (e.g. weather events or flooding)
    • If the Covered Vehicle, Caravan, Trailer or PMD is already at a Place of Repair
    • Where the Covered Vehicle, Caravan, Trailer or PMD has suffered water damage
    • Repairs and cost of parts such as windscreen, batteries, chains, and tyres

    For more information, refer to Service Limitations and Service Exclusions.

    What is the waiting period?

    A 48-hour waiting period applies for RACQ Service Provider Attendance within 50km from the Attending RACQ Service Provider’s Premises.

    Any callout within 48 hours will incur Immediate Service Surcharge. All other Entitlements have a 72-hour waiting period, even if you have had another roadside assistance product before.

    A 72 -hour waiting period applies when you change your Nominated RV or Nominated Larger Vehicle, except for Personal Roadside Assistance.

    During the 72-hour waiting period, RACQ or its RACQ Service Provider will attend to the new Nominated RV or Nominated Larger Vehicle within 50km of the Attending RACQ Service Provider’s Premises.

    If upgrading from another product, during the waiting period Entitlements will be provided in accordance with the Entitlements of that product. The waiting period will commence from the date of payment for the upgrade.

    Other Details

    We won't cover issues that existed before you purchased the policy or during a waiting period unless we specifically say otherwise.

    Waiting periods do not apply to renewal of the product, provided coverage is held continuously.

    It is your responsibility to update RACQ promptly with any changes, like address or vehicle details. These details may affect your Entitlements.

    What vehicles and devices are covered and not covered?

    Eligible RV’s and Eligible Larger Vehicles

    You need to nominate one Eligible RV or Eligible Larger Vehicle that meets the criteria listed below.

    The Nominated RV or the Nominated Larger Vehicle is the only RV or Larger Vehicle that is eligible to use the outlined Entitlements.

    You must provide accurate information about the loaded dimensions and weight of your Nominated RV or Nominated Larger Vehicle.

    To be considered an Eligible RV or Eligible Larger Vehicle for this cover, it must meet the following criteria:

    • Used at any time for private purposes
    • Registered
    • Roadworthy
    • The definition of "RV" or “Larger Vehicle” in these terms and conditions
    • Not an Ineligible RV, Ineligible Larger Vehicle or Ineligible Vehicle (see below)
    • Not a Trailer or Caravan, or vehicle requiring towing behind another vehicle

    Nominated RV’s and Nominated Larger Vehicles must fit within these dimensions:

    Gross Vehicle Mass (GVM)1 Length Height Width
    8.0T 8.0m 3.3m 2.5m

    1GVM or Gross Vehicle Mass of a vehicle is the maximum loaded mass of the vehicle as stipulated by the manufacturer, regardless of whether it is loaded.

    Measurements must include any extra items like air-conditioning units and aftermarket accessories such as fixed cargo pods installed on the vehicle.

    If your vehicle exceeds any of these limitations when it breaks down, we cannot provide Service to your vehicle.

    RACQ may refuse service if the measurements or other details you've given are wrong, or if your Nominated RV or Nominated Larger Vehicle exceeds any of these limits when it breaks down.

    If your vehicle is later modified and exceeds these limits, your RV or Larger Vehicle may be ineligible for Service.

    Ineligible RV’s or Ineligible Larger Vehicles

    RACQ does not cover RVs or Larger Vehicles that:

    • Are used as your main residence. If it is used as your residence in one spot for more than four weeks, we may deem it as your main residence
    • Are rental RV’s or vehicles
    • Are being operated for any commercial use whether personally or as part of a business
    • Are trucks, buses and other vehicles that exceed the size limitations
    • Are being offered for sale by licenced motor vehicle dealer
    • Are unregistered or on a day or temporary registration permit
    • Are involved in or being tested for any form of racing or motorsports
    • Are already situated, or receiving services, at any garage, or service station, including that of an RACQ Service Provider, or undergoing mechanical or electrical repairs at your premises
    • Are a Caravan or Trailer that requires towing behind another vehicle or
    • Exceed one or more of the Eligible RV or Eligible Larger Vehicle Dimensions

    RACQ may determine that other vehicles are ineligible from time to time. If, during your policy, RACQ decides that your Nominated RV or Nominated Larger Vehicle is no longer an Eligible RV or Eligible Larger Vehicle, we will give you a reasonable time to nominate another Eligible RV or Eligible Larger Vehicle. If you don't, we will refund a portion of your annual fee for the remaining time left on your policy.

    If you accidentally nominate an Ineligible RV or Ineligible Larger Vehicle and RACQ refuses to provide Services to it, we will give you time to nominate another Eligible RV or Eligible Larger Vehicle instead. If you do not do so and you haven't received any Entitlements during your policy term, RACQ will refund your annual fee.

    Eligible Vehicles

    Any motor vehicle or motorcycle (excluding RVs of any size other than vans which have been converted to include living accommodation) which meet the following criteria:

    • Used at any time for private purposes
    • Registered
    • Roadworthy
    • Not an Ineligible Vehicle (see below)

    Eligible Vehicles must fit within these dimensions:

    Gross Vehicle Mass (GVM)1 Length Height Width
    Up to 4.5T 6.0m 2.3m 2.3m

    1GVM or Gross Vehicle Mass of a vehicle is the maximum loaded mass of the vehicle as stipulated by the manufacturer, regardless of whether it is loaded.

    If your vehicle exceeds any of these limitations when it breaks down, we cannot provide Service to your vehicle.

    If your vehicle is later modified and exceeds these limits, your vehicle may be ineligible for Service.

    Ineligible Vehicles

    RACQ does not cover motor vehicles or motorcycles that:

    • Are used as your main residence (if it is used as your residence in one spot for more than four weeks, we may deem it as your main residence)
    • Are taxis, limousines and other private rental hire vehicles
    • Are rental vehicles
    • Are being operated solely for commercial use
    • Are trucks, buses and other vehicles that exceed the size limitations
    • Are being offered for sale by licenced motor vehicle dealer
    • Are unregistered vehicles or vehicles on a day or temporary registration permit
    • Are registered and unregistered tractors and farm equipment
    • Are involved in or being tested for any form of racing or motor sports
    • Exceed the Eligible Vehicle Dimensions

    RACQ may determine that other vehicles are ineligible from time to time. If, during your policy, RACQ decides that your Nominated Vehicle is no longer an Eligible Vehicle, we will give you a reasonable time to nominate another Eligible Vehicle. If you don't, we will refund a portion of your annual fee for the remaining time left on your policy.

    If you accidentally nominate an Ineligible Vehicle and RACQ refuses to provide Services to it, we will give you time to nominate another Eligible Vehicle instead. If you do not do so and you haven't received any Entitlements during your policy term, RACQ will refund your annual fee.

    Eligible PMDs

    Any motorised or non-motorised Personal Mobility Device (PMD) which meet the following criteria:

    • Used for private purposes only
    • Has at least one wheel
    • Has a braking system
    • Does not require a licence for operation
    • Roadworthy (where applicable)
    • Has dimensions that do not exceed 1940mm in length and 1500mm in width
    • Combined weight of the device and its operator does not exceed 300kg (weight)

    Ineligible PMDs

    • Rented Devices
    • Golf carts, rollerblades, roller-skates, and other devices as determined by RACQ at the commencement of your policy (for new policies) or the date of your renewal notice (for policy renewal), or in respect of which it is unlawful or unsafe for RACQ to provide Services. Details available from RACQ.

    For more information, refer to RACQ Everyday Lite.

    Eligible Caravans and Trailers

    If your Eligible Caravan or Trailer needs towing, RACQ can only help if its Running Gear is in serviceable condition.

    Should Specialist Equipment or excess distance be required, you will be required to pay the additional cost.

    Should your Eligible Caravan or Trailer be greater than 3.5t GVM and requires wheel changing, assistance may be limited and may incur an additional fee.

    The Caravan or Trailer wheel nut spanner and jack (heavy duty, if required) must be provided.

    In certain areas, an RACQ Service Provider might not be able to assist with a Caravan or Trailer. In such cases, you may have to pay for the service and then claim reimbursement for your reasonable expenses, up to the Entitlement limit.

    To be eligible, your Caravan or Trailer must meet the following criteria:

    • Registered
    • Roadworthy
    • Does not exceed the size limitations
    • Not an Ineligible Caravan or Trailer (see below)

    Eligible Caravans or Trailers must fit within these dimensions:

    Gross Vehicle Mass (GVM)1 Length2 Height Width3 Track Width
    Up to 4.0T 9.7m 3.3m 2.5m 2.4m

    1 Gross Vehicle Mass of a vehicle is the maximum loaded mass of the vehicle as stipulated by the manufacturer, regardless of whether it is loaded.
    2 Including drawbar for caravans.
    3 Shell Width.

    Ineligible Caravans and Trailers

    RACQ does not cover Caravans and Trailers that:

    • Are used as your main residence (if it is used as your residence in one spot for more than four weeks, we may deem it as your main residence)
    • Use a fifth wheel (semi-trailer hitch), gooseneck or any other hitch type which is not compatible with a 50mm universal receiver
    • Are unregistered or rental Caravans or Trailers or those on a day registration permit
    • Are being offered for sale by licenced motor vehicle dealer
    • Exceed one or more of the Eligible Caravan and Trailer Dimensions

    Available Services

    The table highlights the available Services for the Nominated RV or Nominated Larger Vehicle, as well as other Eligible vehicles covered under your Personal Roadside Assistance.

    Nominated RV or Nominated Larger Vehicle Other Eligible Vehicles
    (Personal Roadside Assistance – available only if Member is present)
    Call Outs

    Any Driver is entitled to roadside assistance call outs on your Nominated RV, Nominated Larger Vehicle, subject to the terms of our Excess Use program.

    The Member can get roadside assistance for any Eligible Vehicle as long as they're present when the Breakdown happens and when assistance is given, subject to the terms of our Excess Use program.
    Attendance

    Our RACQ Service Providers will come to help your Nominated RV or Nominated Larger Vehicle if it:

    • Breaks down
    • Has a flat battery
    • Runs out of battery (for Electric Vehicles)
    • Needs a wheel change
    • suffers a lockout
    • Requires emergency fuel

    They'll travel any distance to assist you.

    Our RACQ Service Providers will travel up to 200km to help your Eligible Vehicle if it:

    • Breaks down
    • Has a flat battery
    • Runs out of battery (for Electric Vehicles)
    • Needs a wheel change
    • suffers a lockout
    • Requires emergency fuel
    Towing

    If your Nominated RV or Nominated Larger Vehicle can't be made mobile on the roadside, RACQ will try to tow it to your chosen destination.

    Costs will be covered up to $3300 per year, subject to and included in, your Maximum Entitlements.

    If your Eligible Vehicle can't be made mobile on the roadside, we can arrange towing:

    • Up to 100km in any direction, or
    • Up to 200km to the attending RACQ Service Provider's premises or Intermediate Location if you're outside the Metro Area.
    Lockout

    If you lock your keys in your Covered Vehicle, RACQ will provide attendance to unlock your Covered Vehicle. If RACQ cannot unlock the Covered Vehicle, we can help arrange professional locksmith services.

    Professional locksmith services may incur additional fees to the Driver.

    Please be aware that some vehicles are designed by the manufacturer to resist break-ins. If you request help retrieving keys locked inside such a vehicle, RACQ won't be responsible for any resulting damage. We'll ask you to sign a waiver before starting any work.

    Flat Battery

    If your Covered Vehicle's battery is flat, we'll jump-start it for you. If needed, we can also offer an RACQ battery for you to buy, depending on availability.

    Jump starts may be provided, up to 24-volt boost start only. There is no cost for fitting an RACQ battery to the Covered Vehicle. RACQ does not fit non-RACQ batteries.

    Batteries cannot be fitted to or Serviced in vehicles where there is limited access to the battery or substantial removal of vehicle panels is required.
    Battery depleted on Electric Vehicle

    If your Electric Vehicle's battery has been depleted, RACQ will give you a charge to reach the nearest charging station within range.

    If RACQ can't give you a charge, we'll tow your vehicle to the nearest Accessible Charging Station or to your Home, in accordance with your Entitlements.

    If you’re towed to an Accessible Charging Station, you’ll need to provide your own charging cable and/or adaptor to charge your Electric Vehicle.

    Any costs associated with charging the Electric Vehicle will be at your own expense.

    Caravan or Trailer Refer to Caravan or Trailer cover.

    General Entitlements

    You are entitled to Maximum Entitlements up to $7000 per year.

    RACQ RV entitles you to general Entitlements, available up to the specified allowance, anytime per year.

    Nominated RV or Nominated Larger Vehicle Other Eligible Vehicles* Caravan or Trailer
    Wheel Changing
    Included within Towing allowance of $3,300 per year    		 Tick icon Tick icon Tick icon
    Key Assist Tick icon
    Up to $600    		 Tick icon
    Up to $300    		 Tick icon
    Up to $300
    Emergency Fuel
    10L up to 4 times per year    		 Tick icon Tick icon Tick icon
    Specialist Towing

    Tick icon
    Included within Towing allowance of $3,300 per year

    		 Tick icon
    Up to $250     		Tick icon
    Up to $250

    *Personal Roadside Assistance - available only if Member is present

    General Entitlements Additional Information

    Nominated RV or Nominated Larger Vehicle Other Eligible Vehicles
    (Personal Roadside Assistance– available only if Member is present)
    Wheel Changing

    Assistance with changing wheels might have limitations and could result in an extra charge if the wheel and tire are too heavy for one person to lift safely.

    You must have the necessary tools for your RV or Larger Vehicle, such as a wheel nut spanner, jack, and other associated tools, including a baseplate.

    The RACQ Service Provider may deem it unsafe or impractical to change the tyre. In this case, a tow may be required.

    If the RACQ Service Provider is unable to change the tyre due to the size of the vehicle for safety reasons, RACQ will pay for a heavy tyre RACQ Service Provider or truck to attend, subject to your Towing Entitlement of $3300 per year.

    In the event of a faulty tyre or wheel, we will attend within your Entitlements to replace it with the Eligible Vehicle’s spare tyre (provided that tyre is Roadworthy and compatible).

    Should a vehicle require a jack with a lifting capacity of greater than 1.6 tonnes or the Vehicles overall GVM is above 3.5 tonnes, you will need to provide a heavy-duty jack.

    Should the weight of the wheel and tyre assembly be beyond the safe lifting capacity of a single person, you may need to pay an additional Service fee.
    Key Assist

    If you've lost, damaged, or can't access the key to your Covered Vehicle or Eligible Caravan or Trailer, RACQ will arrange and cover the cost of Services like locksmiths, towing, or personal transport, in accordance with your Entitlements.

    Services must be agreed by the Driver and RACQ and are not to include replacement of a key where a spare can be sourced locally.

    If the Covered Vehicle is immobilised by an antitheft device, assistance will be provided to remove the device only.

    You will be responsible for the cost of any replacement parts, ignition barrels, immobilisers, door locks and door keys.
    Emergency Fuel

    If your Covered Vehicle runs out of fuel, RACQ can deliver enough unleaded petrol or diesel within your Entitlements to get you to the nearest fuel station, subject to your Entitlements.

    In circumstances beyond RACQ’s control, such as a fuel strike, RACQ may be unable to provide this Entitlement.
    Specialist Towing

    If following a Breakdown, your Covered Vehicle or Eligible Caravan or Trailer needs specialised towing or gets bogged, RACQ will attend in accordance with your Entitlements.

    We'll help wherever possible, if access is available without leaving a Constructed Road/Driveway.

    Specialist towing Entitlements cover costs for special equipment or extra labour needed to move your vehicle, like from a parking garage.

    If the costs exceed your annual specialist towing Entitlement, the Driver will need to cover the extra expenses.

    This Entitlement will not apply to Insurable Events.

    Local Entitlements

    Local Entitlements are available when:

    • You are less than 100km from your Home address
    • The Covered Vehicle or Eligible Caravan or Trailer with your Covered Vehicle suffers a Breakdown and
    • Has been towed to a Place of Repair

    Combination of the following Entitlements up to $480 per year until the end of the Incident, subject to, and included in, your Maximum Entitlements:

    Nominated RV or Nominated Larger Vehicle Other Eligible Vehicles*
    Taxi

    If you require a taxi, RACQ will arrange and pay after each towing event in accordance with your Entitlements.

    Taxi Services will be subject to the availability of taxis in the relevant area.

    		 Tick icon Tick icon
    Ride Share

    If you require ride share, RACQ will arrange and pay for a ride share after each towing event in accordance with your Entitlements.

    		 Tick icon Tick icon
    Rental Vehicle

    If you require a rental vehicle, RACQ will arrange and pay for a rental vehicle in accordance with your Entitlements. Rental vehicle Entitlements will be subject to the availability of a suitable rental vehicle in the local area and is subject to any conditions or restrictions imposed by the rental company.

    RACQ will pay the daily hire rate, stamp duty, GST and tax up to the maximum daily Entitlement value.

    You are responsible for all running and incidental costs, including any insurance excess fees that may apply in the event of a claim, and any deposit required by the rental company.

    The rental company chosen will be at the discretion of RACQ, acting reasonably.

    		 Tick icon Tick icon
    Alternative Transport

    RACQ will attempt to arrange alternative transportation like buses or trains. However, there may be occasions when you'll need to pay upfront and then seek reimbursement in accordance with your Entitlements.

    		 Tick icon
    Reimbursement    		 Tick icon
    Reimbursement

    *Personal Roadside Assistance - available only if Member is present

    Travel Entitlements

    Travel Entitlements are available when:

    • You are the Driver of the Covered Vehicle and are more than 100km from your Home address, or
    • The Driver of the Nominated RV or Nominated Larger Vehicle is more than 100km from their Home address.

    RACQ estimates the repairs will take more than 24 hours.

    Travel Entitlements cannot be used towards payment for prebooked travel arrangements.

    You can select one of these options per incident up until the End of Incident, subject to your Maximum Entitlement:

    Nominated RV or Nominated Larger Vehicle Other Eligible Vehicles* Caravan or Trailer

    Option 1

    Accommodation Only

    Up to $2,400 per incident.

    		 Tick icon Tick icon Tick icon

    Option 2

    Rental Vehicle Only

    Up to $110 per day for a maximum of 12 days.

    		 Tick icon Tick icon Tick icon

    Option 3

    Accommodation and Rental Vehicle

    Accommodation up to $1,200.

    Rental up to $110 per day for a maximum of 6 days.

    		 Tick icon Tick icon Tick icon

    Option 4

    Passenger Transport

    Economy class air, rail, or coach transportation for up to 6 people to the Driver's Home or intended destination.

    RACQ will cover the return air, coach, or rail fare for you or one nominated driver to retrieve the vehicle after it has been repaired.

    RACQ will also arrange and cover the cost of accommodation until the next available air, rail, or coach service arrives, up to $1,200.

    RACQ won't cover your transport, accommodation, or other expenses for your journey back Home afterward.

    		 Tick icon Tick icon Tick icon

    Option 5

    Vehicle Recovery (Nominated RV or Nominated Larger Vehicle)

    Vehicle Recovery not available in respect of the Nominated RV or Nominated Larger Vehicle.

    		 Cross icon N/A Cross icon

    Option 5

    Vehicle Recovery (Eligible Vehicle other than Nominated RV or Nominated Larger Vehicle)

    RACQ will arrange and pay for a car carrier to transport the vehicle to your chosen location.

    RACQ will also arrange transport and accommodation, if needed, for you and your passengers, as described in Option 4.

    If the Breakdown issue is with the Eligible Caravan or Trailer and there is no issue with the Covered Vehicle, the Caravan or Trailer will be eligible for a Recovery.

    		 Cross icon Tick icon Tick icon

    Pet Transport

    We will reimburse up to $200 per year to transport your pet to your Home, intended destination or a pet accommodation facility, or towards pet accommodation to a maximum of 5 days.

    		 Tick icon Cross icon Cross icon

    Taxi, Ride Share or Alternative Transport

    RACQ may offer a taxi, rideshare, or alternative transport as needed to help with your chosen option, within your Maximum Entitlements.

    		 Tick icon Tick icon Tick icon

    *Personal Roadside Assistance - available only if Member is present

    Travel Entitlements Additional Information

    Pet transport and Accommodation

    This does not include pet accommodation that has been pre-booked by you.

    Your pet will be always your responsibility and must be handled by you.

    It excludes out-of-pocket expenses incurred while your pet is being accommodated, other than the accommodation costs. The pet must be in the vehicle at the time of Breakdown.

    RACQ is not liable for any personal injury, death or damage to, or loss of property, caused by your pet.

    The Pet transport and Accommodation option is not available for Personal Roadside Assistance and Eligible Caravan or Trailer Breakdowns.
    Accommodation

    The maximum allowance per incident only covers the room cost. Meals, minibar, internet, and telephone expenses and other incidental expenses are not included.

    Accommodation provided will be based on the number of passengers.

    The venue for accommodation is at the discretion of RACQ, acting reasonably.
    Rental Vehicle

    If you need a rental vehicle, RACQ will organise and cover the cost in accordance with your Entitlements.

    Rental vehicle Entitlements are subject to the availability of a suitable rental car in your area. Conditions set by the rental company may apply to your use of the rental vehicle.

    RACQ will pay the daily hire rate, stamp duty, GST and tax up to the maximum daily Entitlement value.

    However, you'll be responsible for running costs, insurance excess fees, tolls, incidental costs and any deposit needed by the rental company.

    The rental company chosen will be at the discretion of RACQ, acting reasonably.
    Alternative Passenger Transport

    The form of alternative transport will be at the discretion of RACQ, acting reasonably.

    Alternative passenger transport may include economy class air, rail or coach transportation.

    Flights are only available on a commercial scheduled service airline.

    Providing alternative passenger transport depends on availability. Terms set by the RACQ Service Provider will apply to the transport.

    RACQ will cover the cost of base fares or rates and tax. Additional costs will be at the Member’s expense.
    Vehicle Recovery

    Vehicle Recovery depends on whether a suitable car carrier is available. In Remote Areas it might not be possible.

    Should a sea crossing or vehicle storage be required, you must pay the costs of the crossing or storage costs.

    Should the cost of Vehicle Recovery result in your Maximum Entitlements being exceeded, you must pay the excess.

    Vehicle Recovery is not available for lost keys.

    Should your vehicle be an Ineligible Vehicle, RACQ will not provide Vehicle Recovery.

    Vehicle Recovery is not available for Nominated RVs or Nominated Larger Vehicles under the RACQ RV product.

    Please note, there may be instances where the tow truck that the Member is travelling in with a vehicle may require a 12-hour rest period.

    Caravan or Trailer Towing

    Roadside Assistance Entitlements can be provided for Breakdowns on Eligible Caravans or Trailers when they are with the Covered Vehicle.

    When a Covered Vehicle suffers a Breakdown and towing an Eligible Caravan or Trailer

    If it can be towed by the attending tow truck, the Eligible Caravan or Trailer can be towed under the same condition as the Nominated RV or Nominated Larger Vehicle.

    This is included in, and subject to, your towing Entitlement of $3300 per year and your Maximum Entitlements.

    If it can be towed by the attending tow truck, the Eligible Caravan or Trailer can be towed under the same conditions as the Covered Vehicle for up to 100km.

    Outside the Metro Area, it can be towed up to 200km back to the RACQ Service Provider's premises or an Intermediate Location.

    This is included in, and subject to, Maximum Entitlements.

    When the Eligible Caravan or Trailer suffers a Breakdown and requires towing

    The Eligible Caravan or Trailer can be towed up to 100km.

    Outside of the Metro Area, it can be towed up to 200km back to the RACQ Service Provider's premises or an Intermediate Location.

    Subject to the size limitations.

    This is included in, and subject to, Maximum Entitlements.
    Eligible Caravan or Trailer Recovery tow when more than 100km away from Home:

    Caravan and Trailer Recovery are not available where the Nominated RV or Nominated Larger Vehicle suffers a Breakdown.

    The Eligible Caravan or Trailer will be recovered with an Eligible Vehicle which suffers a Breakdown, if it meets the Travel Entitlement criteria and Entitlement limits.

    An Eligible Caravan or Trailer which suffers a Breakdown will be recovered if it meets the Travel Entitlement criteria and Entitlement limits.

    Caravan or Trailer Recovery depends on whether there's a suitable car carrier available, especially in Remote Areas where it might not be possible.

    If a sea crossing or vehicle storage is needed, you're responsible for the costs.

    If the Recovery costs exceed your Maximum Entitlements, you'll have to cover the excess.

    Caravan or Trailer Recovery doesn't cover lost keys.

    Should your Caravan or Trailer be Ineligible, RACQ will not provide Vehicle Recovery.

    Please note that Eligible Caravans or Trailers are only covered for this Entitlement for Members with RACQ Ultimate Care and RACQ RV.

    Please note, there may be instances where the tow truck that the Member is travelling in with a vehicle may require a 12-hour rest period.

    End of Incident

    An incident will have ended in respect of providing Service and/or Entitlements when the first of the following occurs:

    • The Covered Vehicle or Eligible Caravan or Trailer is mobilised; or
    • A Reasonable Time has been allowed to repair the Covered Vehicle or Eligible Caravan or Trailer; or
    • The Driver has reached or been allowed a Reasonable Time to reach the agreed destination once it has been agreed that Vehicle Recovery will be provided; or
    • The Maximum Entitlements have been reached; or
    • The Covered Vehicle or Eligible Caravan or Trailer is at a Place of Repair and the Driver has returned Home (Alternative Passenger Transport will be provided to collect the vehicle once it has been repaired); or
    • The Covered Vehicle or Eligible Caravan or Trailer cannot or will not be repaired.

    RACQ Everyday Lite cover

    RACQ Everyday Lite is included with your RACQ RV. For more information, refer to RACQ Everyday Lite Roadside Assistance.

    Maximum Entitlements

    RACQ RV - $7000 per year (Including GST)

    You cannot exceed RACQ RV Maximum Entitlements within any one policy year.

    Each of the following count towards your Maximum Entitlement:

    • In respect of RACQ Everyday Lite, PMD Transport
    • RACQ RV towing Entitlement
    • General Entitlements
    • Local Entitlements when less than 100km from Home Entitlements
    • Travel Entitlements when more than 100km from Home Entitlements (if applicable)
    • Any other Entitlements specified as being subject to, or included within, your Maximum Entitlements

    If you exceed your Maximum Entitlement or a specific limit for an Entitlement, you must pay for any Services you use to which the limit applies until your limits reset.

    All Entitlement amounts specified in these terms and conditions are inclusive of GST.

    Service Limitations

    Personal Mobility Devices

    • RACQ Service Providers are unable to work on a wheelchair or mobility scooter whilst it is still occupied by the operator.
    • RACQ Service Providers are unable to help with lifting a person out of a wheelchair or mobility scooter.
    • RACQ Service Providers are unable to assist with mobilising devices where the operator does not have the required safety equipment.
    • Services may be limited in locations where an RACQ Service Provider cannot practicably gain direct access to the device, which may include parts of some shopping centres, parks, bike paths, and multi-storey buildings and some car parks.
    • RACQ Service Providers have limited technical capability to assist with complex faults. Common issues where a patrol can assist are:
      • Inflating a flat tyre or replacing where the operator can supply a spare tube.
      • Where the battery is accessible, checking for loose and dirty connections.
      • Replacing a blown fuse where the operator can supply a spare.
      • Refitting of a slipped bicycle chain where the whole chain is intact.
      • Retightening of components that have come loose during general wear and tear.

    For all other breakdown scenarios, it will be recommended that RACQ facilitate your PMD Transport entitlements.

    • RACQ Service Providers will not attempt any repairs to key safety components such as steering and brakes.
    • RACQ Service Providers will not supply any tyres and spare parts.
    • RACQ Service Providers will not assist with general maintenance items where the device is not immobilised.
    • RACQ Service Providers will not provide any service if there is damage caused by impact or collision.
    • The final decision on what work can be completed rests with the RACQ Service Provider at the scene.
    • RACQ Service Providers will not provide battery charging for PMDs.

    Motorcycles

    Motorcycles requiring Roadside Assistance may experience delays in some rural areas, depending on the availability of equipment.

    Electric Vehicles

    Regardless of your level of cover, you are entitled to receive the applicable Entitlements set out in the terms and conditions.

    View Eligible Vehicles and Ineligible Vehicles.

    Service Exclusions

    While RACQ tries to help you whenever possible, we might not be able to provide Services if:

    • It's unsafe or against the law
    • If we can't help due to circumstances beyond our control
    • If our local RACQ Service Provider isn't available

    RACQ may cancel your product if we believe (acting reasonably):

    • It's necessary to protect the health and safety of our staff or contractors, or
    • To meet our workplace health and safety duties to them

    In addition to those limitations already set out in these terms and conditions, we will not provide Services:

    • Where the damage is caused by an Insurable Event
    • If your vehicle isn't covered because it's ineligible, this includes Ineligible Vehicles, Ineligible Personal Mobility Devices (PMDs), Ineligible Caravans or Trailers
    • Where your vehicle is already situated, or receiving Services, at any garage, or Service station, including that of an RACQ Service Provider
    • If you need maintenance or general mechanical repairs. This includes temporary fixes to steering, brakes, or other safety parts. In such cases, Service will be limited to towing the vehicle to a Place of Repair within your Entitlements. Anything in excess of that distance will be charged to the Driver
    • To the extent you require transportation of passengers beyond the safe carrying capacity of the towing vehicle
    • If RACQ has already provided Entitlements for the Breakdown (whether under your policy or another Member’s policy)
    • Where we cannot access your vehicle due to the location of the Breakdown or other factors out of our control (e.g. weather events or flooding)
    • Where the Covered Vehicle, Eligible Caravan or Trailer or Eligible PMD is parked in a difficult to access area, including but not limited to; parking garage, 4wd track, beach or in an area without Constructed Road/ Driveway access. Refer to Specialist Towing
    • If your vehicle is carrying animals or livestock for commercial purposes
    • Where your vehicle has suffered water ingestion including, but not limited to, traversing through flood waters or any other water crossing
    • To the extent that there is an unserviceable/damaged steering lock which prevents provision of the Services

    We do not repair malfunctioning windows or supply replacement spare parts or tyres.

    In such cases, Service will be limited to towing the vehicle to a Place of Repair within your Entitlements. Anything in excess of that distance will be charged to the Driver.

    Smashed windows and windscreens, impact damage to the rims of a tyre is an Insurable Event.

    Sometimes, RACQ may refer you to specialists who can help, but the Driver will need to pay for their Services.

    If our local RACQ Service Provider is not available, the Driver may need to pay for the Service from another provider. You can then apply to claim reimbursement for your costs within your Entitlement limits.

    Travelling Interstate (excluding RACQ Everyday Lite)

    As well as our extensive network of Queensland RACQ Service Providers, we have reciprocal arrangements with affiliated interstate Automobile Clubs.

    A Member or Driver who requires assistance interstate will receive the Roadside Assistance Entitlements that the interstate Automobile Club/Association would normally provide to their base level Members.

    Entitlements will vary from state to state.

    If your Covered Vehicle requires assistance in another state, contact the RACQ RV Roadside Assistance line on 1800 680 085.

    General Entitlements, Local Entitlements and Travel Entitlements will continue to be provided by RACQ whilst you are interstate.

    RACQ Everyday Lite Entitlements are not available interstate.

    Home Repairs

    If you attempt to do mechanical or electrical work on your Covered Vehicle, Eligible Caravan or Trailer or Eligible PMD and it won’t start or operate properly, you will not be entitled to receive Services from RACQ. We will, however, for Covered Vehicles provide a tow of 20km in any direction to a repairer at no charge, providing that the Covered Vehicle, and associated components are entirely intact. Any towing above this Entitlement will incur an additional cost.

    Water crossings – Islands and inland rivers and creeks

    RACQ will provide assistance on islands connected to the mainland by bridge only. Service on offshore islands is subject to availability.

    If the offshore island does not have a dedicated RACQ Service Provider, the Driver may be required to pay for the Service cost from a third party and claim reimbursements (view Reimbursements) of your reasonably incurred costs in accordance with your Entitlements, up to the limit of the Entitlement.

    RACQ will provide Services to the following locations within mainland Queensland where rivers need to be crossed:

    • Jardine
    • Daintree
    • Mossman
    • Noosa North Shore

    If RACQ helps you on an island without a bridge, the Driver will need to pay any additional costs incurred in performing the Service. This may include barge, ferry or permit fees, costs for Special Equipment, additional towing costs, or costs associated with additional travel time.

    Non-Serviced Remote Area

    If for any reason an RACQ Service Provider in a Remote Area is unable to respond to your call, you may be required to pay for the Service cost from a third party and claim reimbursements of your reasonably incurred costs in accordance with your Entitlements up to the limit of the Entitlement (view Reimbursements).

    Non-original equipment manufacturer parts

    Parts supplied by RACQ or our authorised stockist have been sourced from independent manufacturers and may or may not be genuine parts. They comply with the manufacturer’s specifications for your vehicle and the relevant Australian Standards.

    Non-standard Vehicles

    The sizes and weights noted in these terms and conditions include any accessories or equipment fitted on or to your vehicle at the time of Breakdown and any modifications made from the standard specification.

    Excess use

    If RACQ reasonably consider that you ask for Services more often than is reasonable, RACQ may ask you to make sure your Covered Vehicle or Eligible Personal Mobility Device (PMD) is in good mechanical and Roadworthy condition.

    RACQ may refuse to provide further Services until you comply with any such requests or Service may be provided for a fee.

    RACQ’s Excess Use program is used to identify, monitor and assist those Members who RACQ reasonably considers have made excessive requests for Service.

    Without limiting the circumstances in which RACQ may apply this policy, circumstances that may constitute excess use include:

    • Repeated Service calls for the same reason (e.g. flat battery, faulty alternator, out of fuel etc.)
    • RACQ reasonably considering that the Covered Vehicle or Eligible PMD is not being maintained in a sound mechanical and Roadworthy condition.

    As a mutual organisation, RACQ re-invests any operating surpluses back into the development of products and Services that return the most value and benefit to Members. RACQ therefore has a financial responsibility to ensure that Club Services are distributed in a manner that benefits all Members.

    Part of this responsibility is ensuring that Members are not using the Service in lieu of proper mechanical maintenance, or regularly requesting Roadside Assistance for the same recurring incidents.

    Except for RACQ Everyday Lite policies, if your policy is in the Excess Use program, it will only be at the RACQ Everyday level.

    When renewing the policy while in the Excess Use program, it will only be charged at that level. Also, you won't be able to upgrade to RACQ Everyday Plus, RACQ Ultra Care, RACQ Ultimate Care, or RACQ RV.

    Before you are placed in the Excess Use program due to excessive use, you will always receive a notification letter. This letter explains the Excess Use program, how RACQ can help them reduce your Breakdown frequency, and how you can contact RACQ if they think they were placed in the Excess Use program by mistake.

    Merchant fees and road tolls

    RACQ won't add any extra charges like merchant fees, credit surcharges, or road tolls when giving you Services covered by your Entitlements.

    This waiver of fees will not apply where RACQ is providing Services outside of your Entitlements or in excess of any Maximum Entitlement.

    Extra costs

    In addition to those costs set out in these terms and conditions, extra costs will be your responsibility. Any repairs provided that incur an additional cost, will be at your expense.

    Liability

    Except for any rights that you are entitled to by law, RACQ and RACQ Service Providers accept no responsibility for any damage to your Covered Vehicle, Eligible Caravan or Trailer, Eligible PMD or other vehicles or property, including (without limitation) while in the care of RACQ or an RACQ Service Provider except to the extent caused by the negligent or unlawful act or omission of RACQ or an RACQ Service Provider, in which case, without limiting the following paragraph, RACQ’s liability will be limited to the lesser of the reasonable cost to repair the damage caused by the negligent or unlawful act of RACQ or the RACQ Service Provider to the Covered Vehicle, Eligible Caravan or Trailer, Eligible PMD or other vehicle or property and the value of the Covered Vehicle, Eligible Caravan or Trailer, Eligible PMD or other vehicle or property.

    RACQ will not be liable for any indirect or consequential loss, including loss of income or any other expenses, or damage that arises from providing, or failing to provide, any Services. You will not be liable for any indirect or consequential loss, including loss of income or any other expenses, or damage in respect of these terms and conditions.

    You're responsible for covering the cost and risk of insurance in all situations.

    Reimbursements

    In addition to any rights you have under the law or expressly in these terms, if RACQ can't provide you with an Entitlement, you can ask RACQ to consider reimbursing you for your reasonably incurred costs based on your Entitlements on an ex gratia basis.

    When you ask for this reimbursement, make sure to provide all the important information, including the original receipt covering payment. It will need to be signed by you and sent within 90 days of the call for Services.

    This correspondence can be addressed to:
    RACQ Incident Management
    PO Box 4
    SPRINGWOOD QLD 4127

    Or email:
    PIMS@racq.com.au

    Refund Entitlements

    Our Services come with guarantees that cannot be excluded under the Australian Consumer Law. These terms and conditions do not exclude or limit any of your rights under the Australian Consumer Law which that law prohibits from being excluded or limited.

    If a Member decides to cancel their Roadside Assistance within 21 days of purchasing it, they can get a refund of any fees they paid, if they haven't used any Services or Entitlements.

    After 21 days, there will be no refunds if you have simply changed your mind during the term of your Roadside Assistance policy.

  • This option is no longer offered.

    Current co-owners can access Entitlements.

  • RACQ Membership terms and conditions apply to all RACQ Members.

    RACQ Membership is available to individuals and businesses that meet the relevant eligibility criteria.

    Upon becoming an RACQ Member, the member agrees to be bound by the RACQ Membership Terms and Conditions and Constitution and any relevant product terms and conditions published by RACQ or one of its third-party providers, which may change from time to time. The RACQ Member will have the rights set out in the Constitution for their membership class.

    The member will remain an RACQ Member unless RACQ Membership is terminated by the Constitution, or the member ceases to hold an eligible product.

    Eligible products for RACQ Membership currently are:

    • RACQ Lifestyle subscription
    • RACQ Roadside Assistance (excluding Fleet Fee for Service)
    • RACQ Insurance products (excluding Travel Insurance)
    • RACQ Bank transaction and savings accounts, term deposits, home loans and personal loans

    All terms and conditions are subject to change without notice.

    For more information visit racq.com/terms to view:

    1. Membership Terms and Conditions
    2. RACQ Constitution

    All services are subject to confirmation and validation by RACQ Membership records. RACQ must be notified immediately if your RACQ Membership card is lost or stolen.

  • Accessible Charging Station: Any Electric Vehicle charging station that can be accessed by the RACQ Service Provider’s towing equipment, together with the Electric Vehicle.

    Attending RACQ Service Provider’s Premises: The location where the RACQ Service Provider providing the requested Services operates their business.

    Breakdown: Your Covered Vehicle, Eligible Caravan or Trailer or Eligible PMD is immobilised due to mechanical or electrical fault, not including an Insurable Event.

    Caravan: A two, four, or six wheeled registered vehicle that is towed by your Covered Vehicle, and includes a pop top or camper trailer, and is not an Ineligible Caravan or Trailer.

    Constructed Road/Driveway: A Government-gazetted road or a driveway which is accessible under all weather conditions by a two-wheel drive motor vehicle.

    Covered Vehicle: Your Nominated Vehicle, Nominated RV or Nominated Larger Vehicle (as appliable to your Roadside Assistance Product) or an Eligible Vehicle in respect of which you are entitled to Personal Roadside Assistance.

    Driver: A licenced person (including a Member) who is driving the Covered Vehicle and who requests Services following a Breakdown

    Electric Vehicle: A vehicle with one or more motors that are partially or solely powered by electricity for propulsion. This includes battery electric (BEV), plug-in hybrid (PHEV), hybrid (HEV) and fuel cell (FCEV) vehicles.

    Eligible Caravan or Trailer: Any Caravan or Trailer that meets the criteria for Eligible Caravans and Trailers.

    Eligible Larger Vehicle: Any Larger Vehicle which meets the criteria for Larger Vehicles.

    Eligible RV: Any RV which meets the criteria for Eligible RV’s.

    Eligible PMD: Any personal mobility device that meets the criteria for Eligible PMD's.

    Eligible Vehicle: Any motor vehicle or motorcycle that meets the criteria for Eligible Vehicles.

    End of Incident: Where Entitlements can no longer be provided due to the meeting of criteria for End of Incident.

    Entitlements: The Service allowances and limits applicable to your Roadside Assistance product as set out in these terms and conditions.

    Home: The Driver’s principal place of residence in Australia. It is your responsibility to inform us of your correct residential address. Proof of this may be required at the time of claiming Entitlements. If you reside at a location for four weeks or more, this may be classified as your Home.

    Immediate Service Surcharge: A fee payable at the inception of a new Roadside Assistance policy where immediate service is required.

    Ineligible Caravan or Trailer: Any Caravan or Trailer that is not an Eligible Caravan or Trailer.

    Ineligible Larger Vehicle: Any Larger vehicle that is not an Eligible Larger Vehicle.

    Ineligible PMD: Any Personal Mobility Device that is not an Eligible PMD.

    Ineligible RV: Any RV that is not an Eligible RV.

    Ineligible Vehicle: Any motor vehicle or motorcycle that is not an Eligible Vehicle.

    Insurable Event: Damage to a Vehicle or Personal Mobility Device of any type which is, or could have been, covered by a motor vehicle insurance policy, including but not limited to accident, fire, flood, theft and/or slashed tyres.

    Intermediate Location: A location along the most direct route from a Breakdown site to the Attending RACQ Service Provider’s Premises.

    Larger Vehicle: Passenger vehicle, ute, cab-chassis or van that weighs more than 4.5T but no more than 8T GVM.

    Maximum Entitlements: The aggregate maximum annual value of General Entitlements, Local Entitlements, and Travel Entitlements or other Entitlements which are expressed to be subject to, or form part of, your Maximum Entitlements to which a Member is entitled for each policy period.

    Member: A person that holds Roadside Assistance. In these terms and conditions, the Member is also referred to as "you".

    Metro Area: Areas within the greater Gold Coast, Brisbane or Sunshine Coast regions.

    Nominated Larger Vehicle: An Eligible Larger Vehicle with registration details listed on an RACQ RV policy.

    Nominated RV: An Eligible RV with registration details listed on an RACQ RV policy.

    Nominated Vehicle: An Eligible Vehicle with registration details listed on a Roadside Assistance policy.

    Personal Mobility Device: A personal transportation device with at least one wheel which does not require a license for legal operation and is not a motor vehicle or motorcycle.

    Personal Roadside Assistance: With respect to a Member, an entitlement to receive Entitlements for any Eligible Vehicle in which the Member is travelling.

    Place of Repair: A commercial premises where mechanical and electrical repairs are carried out.

    RACQ: In relation to the provision of Roadside Assistance products, Services and Entitlements, refers to RACQ Operations Pty Ltd (ACN 009 663 414) and otherwise refers to The Royal Automobile Club of Queensland Limited.

    RACQ Member: A member of The Royal Automobile Club of Queensland Limited.

    RACQ Membership: Membership in The Royal Automobile Club of Queensland Limited in accordance with its Constitution and Membership Terms and Conditions

    RACQ Service Provider: A person engaged by RACQ to provide Services.

    Reasonable Time: A reasonable time to effect a typical repair, subject to the availability of a qualified mechanic and necessary parts to affect the repair.

    Recovery: The transportation of your Covered Vehicle to another location using a conventional car carrier.

    Remote Area: Any area where Roadside Assistance cannot be provided from an RACQ Service Provider or a service provider affiliated with an interstate Automobile Club/Association.

    Roadside: The standard level of Roadside Assistance provided to you in the event that your Covered Vehicle or Eligible PMD breaks down.

    Roadside Assistance: The suite of products offered by RACQ, including RACQ Everyday Lite, RACQ Everyday, RACQ Everyday Plus, RACQ Ultra Care, RACQ Ultimate Care and RACQ RV which, provide various levels of Entitlements.

    Roadworthy: Meets the safety requirements for registration of the vehicle in the jurisdiction in which it is located.

    Running Gear: The Caravan or Trailer’s axle and wheel assemblies, springs, draw bars and couplings.

    RV: A self-propelled recreational vehicle which offers living accommodation combined with a vehicle engine.

    Service/s: Attendance at your request where the Covered Vehicle or Eligible PMD (if applicable) has suffered a Breakdown, or any one or more of the other Services outlined in this document.

    Shell Width: The maximum distance measured across the body of the Caravan or Trailer.

    Specialist Equipment: Equipment not normally operated by or made available to an RACQ Service Provider, or equipment normally operated by an RACQ Service Provider where the use, or method of use, is not normally associated with the provision of the Services.

    Track Width: The overall tyre width and the linear distance between the exteriors of the ‘Sidewalls’ of an inflated tyre, including elevations due to labelling, decorations, or protective bands or rib.

    Trailer: A two, four, or six wheeled registered boat, horse or dog trailer or any other type of trailer towed behind your Covered Vehicle, where the trailer is not an Ineligible Caravan or Trailer.

Back to top

Contact us

Need help or would like to know more? RACQ offers many convenient ways for you to get in touch with us.