Roadside assistance terms and conditions

For RACQ Roadside Assistance policies bought or renewals generated on or before 29 March 2023

Applicable to RACQ Roadside Assistance policies bought or renewals generated on or before 29 March 2023

By purchasing a roadside assistance product, you are bound by the terms and conditions below that apply to the relevant product and are subject to change without notice. We will use reasonable endeavours to notify you of any changes to the terms and conditions by placing a notice on our website.

Updated 6 April 2023: Emergency Locksmith entitlement criteria updated.

Updated 1 July 2023:

Eligible and Ineligible Vehicles criteria updated to remove references to Business Roadside or Business Plus Care product and Roadside for Business products removed from terms and conditions.
Ineligible Caravans and Trailers criteria updated.
Service Exclusions and Service Conditions updated to remove Gold and Gold50 member loyalty entitlements.

1. Who is eligible?

Roadside Assistance can be purchased by any resident of Australia, with an Australian residential address.

RACQ reserves the right to decline any application or renewal at any time. This includes decisions regarding access to your entitlements.

2. Who is covered?

Your Roadside Assistance product entitles any Driver of your Nominated Vehicle to Roadside Assistance after a Breakdown. Members with Ultra Care and RACQ Ultimate 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 broke down and remained when Entitlements are provided.

Travel Entitlements will only be provided if the Driver is a resident of Australia. RACQ may request that the Driver provide evidence of this. Where evidence cannot be provided RACQ may decline to provide the Travel Entitlement or require the Driver to pay for the relevant Travel Entitlement.

3. Waiting periods

A waiting period of 24 hours applies to all Entitlements from the start date of all Roadside and Roadside Extra products.

A waiting period of 72 hours applies for all additional Entitlements from the start date of all Plus Care, Ultra Care and RACQ Ultimate products.

Change of Nominated Vehicle: A 72-hour waiting period applies to all Plus Care, Ultra Care and RACQ Ultimate Entitlements including Travel Entitlements for all Drivers (excluding the member where Personal Roadside Assistance applies).

It is your responsibility to inform RACQ promptly of any change in details, including residential address, Nominated Vehicle and other relevant information. These details may affect your Entitlements.

4. Local Entitlements

What is covered?

Where your Eligible Vehicle won’t go or stops due to mechanical or electrical problems, we’ll try to get it mobile again for you. If we can’t, we’ll have it towed within your Entitlements. From that point any repairs are at your discretion and cost. Please note, Entitlements will not be provided for a problem that pre-existed or occurred before purchase of the policy or within an applied waiting period. Roadside Assistance does not cover you for an Insurable Event and is not a substitute for motor vehicle insurance.

Where a Breakdown occurs in a Remote Area, RACQ may be able to assist but you may incur an additional cost.

If you hold Plus Care, Ultra Care or RACQ Ultimate, attendance or towing costs incurred over the standard Roadside entitlements will be taken out of your Plus Care, Ultra Care or RACQ Ultimate Entitlements. See Maximum Entitlements. Any Specialist Equipment and/or additional labour for the Entitlements set out below may result in you incurring additional costs.

Feature/entitlement	What is covered?
Call outs	You are entitled to Roadside Assistance call outs on your Eligible Vehicle, subject to the terms of our Excess Use program.
Towing	If the Eligible Vehicle cannot be made mobile on the roadside we can arrange for towing in accordance with your Entitlements. Deviation from the direct route on return to the RACQ Service Provider’s premises may incur additional fees. This Entitlement is for one tow per Breakdown at no charge. A second tow relating to the one Breakdown is available up to 20km in any direction at no charge under the following circumstances: Members with RACQ Ultimate; or Where the vehicle receiving service is a motorcycle and towing cannot be completed within the operating hours of the place of repair. Towing Entitlements are not available in the event of lost, stolen keys or lockout. Please refer to Towing Entitlements for Eligible Caravans and Trailers.
Specialist towing	If your Eligible Vehicle requires specialist towing or has become bogged, RACQ will provide attendance and assist where possible in accordance with your Entitlements where it can be accessed without leaving a Constructed Road/Driveway. Additionally, specialist towing Entitlements will apply for Specialist Equipment and/or additional labour required for the relocation of your vehicle such as from a parking garage. Any additional costs above the annual specialist towing Entitlement amount will be at your expense. This entitlement will not apply to Insurable Events.
Taxi	If you require a taxi, RACQ will arrange and pay for a taxi after each towing event in accordance with your Entitlements. Taxi services will be subject to the availability of taxis in the relevant area.
Flat battery	If your Eligible Vehicle’s battery is flat we will provide a jump start, or when required, supply a RACQ battery for you to purchase, subject to availability. There is no cost for fitting an RACQ battery to the Eligible Vehicle. RACQ does not fit non-RACQ batteries.
Emergency fuel	Should your Eligible Vehicle run out of fuel, RACQ can arrange for the delivery of sufficient unleaded petrol or diesel to enable the vehicle to be driven to the nearest fuel station (subject to annual limits). In circumstances beyond RACQ’s control, such as a fuel strike, RACQ may be unable to provide this entitlement.
Lockout	Where you have locked your keys in your Eligible Vehicle, RACQ will provide attendance to unlock your Eligible Vehicle. If RACQ cannot unlock the Eligible Vehicle, we can help arrange professional locksmith services. Professional locksmith services may incur additional fees. Please note that a number of vehicles have been specifically designed by the manufacturer not to be broken into. Following your request to retrieve keys locked in the vehicle, RACQ will not take responsibility for any damage that may occur and will require that a waiver be signed prior to any work commencing.
Emergency locksmith	If the key to your Eligible Vehicle or Eligible Caravan or Trailer has been lost or damaged, where possible, RACQ will arrange and pay for the services of a locksmith in accordance with your Entitlements. The annual Entitlement may only be used towards the parts and/or labour required by the locksmith to: Replace one ignition key for the Eligible Vehicle; or Replace one door entry key, or gain access to a Caravan or Trailer. If the Eligible Vehicle is immobilised by an anti-theft device, assistance will be provided for the purpose of removing the device only. You will be responsible for the cost of any replacement, ignition barrels, immobilisers, door locks and door keys.
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). Where a vehicle requires a jack with a lifting capacity of greater than 1.6 tonnes, you will need to provide a heavy duty jack. Where the weight of the wheel and tyre assembly is beyond the safe lifting capacity of a single person, you may need to pay an additional service fee.
Battery depleted on Electric Vehicle	If your Eligible Vehicle’s battery is depleted, RACQ will provide you with a top up charge to enable the vehicle to be driven to the nearest Accessible Charging Station if in range. If RACQ are unable to provide you with a top up charge, due to mobile charging equipment being unavailable or for any other reason, we will provide a tow 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.

Feature/entitlement

What is covered?

Call outs

You are entitled to Roadside Assistance call outs on your Eligible Vehicle, subject to the terms of our Excess Use program.

Towing

If the Eligible Vehicle cannot be made mobile on the roadside we can arrange for towing in accordance with your Entitlements.

Deviation from the direct route on return to the RACQ Service Provider’s premises may incur additional fees.

This Entitlement is for one tow per Breakdown at no charge.

A second tow relating to the one Breakdown is available up to 20km in any direction at no charge under the following circumstances:

Members with RACQ Ultimate; or
Where the vehicle receiving service is a motorcycle and towing cannot be completed within the operating hours of the place of repair.

Towing Entitlements are not available in the event of lost, stolen keys or lockout.

Please refer to Towing Entitlements for Eligible Caravans and Trailers.

Specialist towing

If your Eligible Vehicle requires specialist towing or has become bogged, RACQ will provide attendance and assist where possible in accordance with your Entitlements where it can be accessed without leaving a Constructed Road/Driveway.

Additionally, specialist towing Entitlements will apply for Specialist Equipment and/or additional labour required for the relocation of your vehicle such as from a parking garage. Any additional costs above the annual specialist towing Entitlement amount will be at your expense. This entitlement will not apply to Insurable Events.

Taxi

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

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

Flat battery

If your Eligible Vehicle’s battery is flat we will provide a jump start, or when required, supply a RACQ battery for you to purchase, subject to availability. There is no cost for fitting an RACQ battery to the Eligible Vehicle.

RACQ does not fit non-RACQ batteries.

Emergency fuel

Should your Eligible Vehicle run out of fuel, RACQ can arrange for the delivery of sufficient unleaded petrol or diesel to enable the vehicle to be driven to the nearest fuel station (subject to annual limits).

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

Lockout

Where you have locked your keys in your Eligible Vehicle, RACQ will provide attendance to unlock your Eligible Vehicle. If RACQ cannot unlock the Eligible Vehicle, we can help arrange professional locksmith services. Professional locksmith services may incur additional fees.

Please note that a number of vehicles have been specifically designed by the manufacturer not to be broken into. Following your request to retrieve keys locked in the vehicle, RACQ will not take responsibility for any damage that may occur and will require that a waiver be signed prior to any work commencing.

Emergency locksmith

If the key to your Eligible Vehicle or Eligible Caravan or Trailer has been lost or damaged, where possible, RACQ will arrange and pay for the services of a locksmith in accordance with your Entitlements.

The annual Entitlement may only be used towards the parts and/or labour required by the locksmith to:

Replace one ignition key for the Eligible Vehicle; or
Replace one door entry key, or gain access to a Caravan or Trailer.

If the Eligible Vehicle is immobilised by an anti-theft device, assistance will be provided for the purpose of removing the device only.

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

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).

Where a vehicle requires a jack with a lifting capacity of greater than 1.6 tonnes, you will need to provide a heavy duty jack.

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

Battery depleted on Electric Vehicle

If your Eligible Vehicle’s battery is depleted, RACQ will provide you with a top up charge to enable the vehicle to be driven to the nearest Accessible Charging Station if in range. If RACQ are unable to provide you with a top up charge, due to mobile charging equipment being unavailable or for any other reason, we will provide a tow 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.

5. Travel entitlements for Plus Care, Ultra Care and RACQ Ultimate

What is covered?

You will be eligible to access Travel Entitlements where an Eligible Vehicle or Eligible Caravan or Trailer:

(a) Suffers a Breakdown 100km or more from the Driver’s Home; and

(b) RACQ estimates the repairs will take more than 24 hours for Ultra Care and RACQ Ultimate or 48 hours for Plus Care.

All entitlements will be subject to local availability. Some Remote Areas restrictions may apply.

Proof of the Driver’s current residential address will be required when requesting Travel Entitlements.

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

Feature/entitlement	What is covered?
Accommodation	The maximum allowance per incident applies to the accommodation costs for room only (meals, mini bar, internet and telephone expenses are not covered). Accommodation arranged will be proportional to the number of passengers. The venue for accommodation is at the sole discretion of RACQ.
Vehicle recovery	Recovery will be conditional upon availability of a suitable car carrier operating within industry standards, and in some Remote Areas this may not be possible. Where a sea crossing or vehicle storage is required you must pay the costs of the crossing or storage costs. Where the cost of Recovery exceeds the overall maximum annual entitlement, you must pay the excess. Where your vehicle is an Ineligible Vehicle RACQ will be unable to provide any Recovery Services. Please note that Eligible Caravans or Trailers are only covered for this Entitlement for members with RACQ Ultimate.
Rental vehicle	If you require a Rental Vehicle, RACQ will arrange and pay for a Rental Vehicle after each towing event 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 sole discretion of RACQ.
Alternative passenger transport	The form of alternative transport will be at the sole discretion of RACQ. Alternative Passenger Transport includes economy class air, rail or coach transportation. Flights are only available on a commercial scheduled service airline. The provision of Alternative Transportation is subject to availability and any terms and conditions imposed by the Service Provider. RACQ will cover the cost of base fares or rates. Additional costs will be at the member’s expense.

Feature/entitlement

What is covered?

Accommodation

The maximum allowance per incident applies to the accommodation costs for room only (meals, mini bar, internet and telephone expenses are not covered). Accommodation arranged will be proportional to the number of passengers. The venue for accommodation is at the sole discretion of RACQ.

Vehicle recovery

Recovery will be conditional upon availability of a suitable car carrier operating within industry standards, and in some Remote Areas this may not be possible. Where a sea crossing or vehicle storage is required you must pay the costs of the crossing or storage costs.

Where the cost of Recovery exceeds the overall maximum annual entitlement, you must pay the excess.

Where your vehicle is an Ineligible Vehicle RACQ will be unable to provide any Recovery Services. Please note that Eligible Caravans or Trailers are only covered for this Entitlement for members with RACQ Ultimate.

Rental vehicle

If you require a Rental Vehicle, RACQ will arrange and pay for a Rental Vehicle after each towing event 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 sole discretion of RACQ.

Alternative passenger transport

The form of alternative transport will be at the sole discretion of RACQ. Alternative Passenger Transport includes economy class air, rail or coach transportation. Flights are only available on a commercial scheduled service airline. The provision of Alternative Transportation is subject to availability and any terms and conditions imposed by the Service Provider. RACQ will cover the cost of base fares or rates. Additional costs will be at the member’s expense.

Travel entitlement options

You may choose from one of the following four options where your Eligible Vehicle, Eligible Caravan or Trailer has suffered a Breakdown and meets the criteria set out earlier in this section for Travel Entitlements. The Travel Entitlement chosen will be provided up until the End of the Incident.

Option		Entitlements
Option 1: You choose to wait at the repair location while the vehicle is repaired	Plus Care	(a) Accommodation up to $550 per incident; or (b) Accommodation up to $330 per incident and rental vehicle for up to 3 days, up to $100 per day.
Ultra Care	(a) Accommodation up to $770 per incident; or (b) Accommodation up to $550 per incident and rental vehicle for up to 5 days, up to $100 per day.
RACQ Ultimate	(a) Accommodation $2,400 per incident; or (b) Accommodation up to $1,200 per incident and rental vehicle for up to 6 days, up to $110 per day.
Option 2: You choose to continue your journey while the vehicle is repaired	Plus Care	(a) Rental vehicle for up to 5 days, up to $100 per day;
Ultra Care	(a) Rental vehicle for up to 7 days, up to $100 per day;
RACQ Ultimate	(a) Rental vehicle for up to 12 days, up to $110 per day;
Option 3: You choose to travel to your destination or return home while the vehicle is repaired in the town closest to the breakdown	Plus Care	(a) Alternative passenger transport of economy class air, rail or coach for up to 5 people. RACQ will also pay for the return air, coach or rail fare for you, or one nominated driver, to collect the vehicle when it has been repaired. RACQ will also arrange and pay for accommodation until the next air, rail or coach service arrives, up to $330. RACQ will not cover transport, accommodation or other expenses incurred by you on the journey to return Home afterwards.
Ultra Care	(a) Alternative passenger transport of economy class air, rail or coach for up to 5 people. RACQ will also pay for the return air, coach or rail fare for you, or one nominated driver, to collect the vehicle when it has been repaired. RACQ will also arrange and pay for accommodation until the next air, rail or coach service arrives, up to $550. RACQ will not cover transport, accommodation or other expenses incurred by you on the journey to return Home afterwards.
RACQ Ultimate	(a) Alternative passenger transport of economy class air, rail or coach for up to 6 people. RACQ will also pay for the return air, coach or rail fare for you, or one nominated driver, to collect the vehicle when it has been repaired. RACQ will also arrange and pay for accommodation until the next air, rail or coach service arrives, up to $1,200. RACQ will not cover transport, accommodation or other expenses incurred by you on the journey to return Home afterwards.
Option 4: You choose to have the un-repaired vehicle recovered to your destination, home, or chosen repairer	Plus Care, Ultra Care, and RACQ Ultimate	(a) Vehicle Recovery – RACQ will arrange and pay for a car carrier to transport the vehicle to your chosen location. RACQ will also arrange alternative transport and accommodation, where necessary, for you and your passengers, as outlined in Option 3. This option also includes recovery of Eligible Caravan or Trailer for members with RACQ Ultimate.

Option

Entitlements

Option 1: You choose to wait at the repair location while the vehicle is repaired

Plus Care

(a) Accommodation up to $550 per incident; or

(b) Accommodation up to $330 per incident and rental vehicle for up to 3 days, up to $100 per day.

Ultra Care

(a) Accommodation up to $770 per incident; or

(b) Accommodation up to $550 per incident and rental vehicle for up to 5 days, up to $100 per day.

RACQ Ultimate

(a) Accommodation $2,400 per incident; or

(b) Accommodation up to $1,200 per incident and rental vehicle for up to 6 days, up to $110 per day.

Option 2: You choose to continue your journey while the vehicle is repaired

Plus Care

(a) Rental vehicle for up to 5 days, up to $100 per day;

Ultra Care

(a) Rental vehicle for up to 7 days, up to $100 per day;

RACQ Ultimate

(a) Rental vehicle for up to 12 days, up to $110 per day;

Option 3: You choose to travel to your destination or return home while the vehicle is repaired in the town closest to the breakdown

Plus Care

(a) Alternative passenger transport of economy class air, rail or coach for up to 5 people.

RACQ will also pay for the return air, coach or rail fare for you, or one nominated driver, to collect the vehicle when it has been repaired.

RACQ will also arrange and pay for accommodation until the next air, rail or coach service arrives, up to $330.

RACQ will not cover transport, accommodation or other expenses incurred by you on the journey to return Home afterwards.

Ultra Care

(a) Alternative passenger transport of economy class air, rail or coach for up to 5 people.

RACQ will also pay for the return air, coach or rail fare for you, or one nominated driver, to collect the vehicle when it has been repaired.

RACQ will also arrange and pay for accommodation until the next air, rail or coach service arrives, up to $550.

RACQ will not cover transport, accommodation or other expenses incurred by you on the journey to return Home afterwards.

RACQ Ultimate

(a) Alternative passenger transport of economy class air, rail or coach for up to 6 people.

RACQ will also pay for the return air, coach or rail fare for you, or one nominated driver, to collect the vehicle when it has been repaired.

RACQ will also arrange and pay for accommodation until the next air, rail or coach service arrives, up to $1,200.

RACQ will not cover transport, accommodation or other expenses incurred by you on the journey to return Home afterwards.

Option 4: You choose to have the un-repaired vehicle recovered to your destination, home, or chosen repairer

Plus Care, Ultra Care, and RACQ Ultimate

(a) Vehicle Recovery – RACQ will arrange and pay for a car carrier to transport the vehicle to your chosen location.

RACQ will also arrange alternative transport and accommodation, where necessary, for you and your passengers, as outlined in Option 3. This option also includes recovery of Eligible Caravan or Trailer for members with RACQ Ultimate.

Maximum entitlements

Plus Care - $1,100 (Including GST)

Ultra Care - $3,300 (Including GST)

RACQ Ultimate - $7,000 (Including GST)

The value of Entitlements provided to you under any option or combination thereof will not exceed the maximum total within any one subscription year.

If the annual limit is exceeded, you must pay any costs of us providing Services to you until your limits reset.

End of the Incident

RACQ will consider an incident to have ended in respect of providing Service and/or Entitlements when the first of the following occurs:

The Eligible Vehicle is mobilised; or
A Reasonable Time has been allowed to repair the Eligible Vehicle; or
The Driver has reached or been allowed 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 Eligible Vehicle 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 Eligible Vehicle cannot or will not be repaired.

6. Service limitations

The decision as to whether Services can be provided for a particular vehicle will be at RACQ’s discretion.

Ensure you read section 7 for other conditions, limitations and exclusions that may apply to the Services RACQ provides in certain circumstances.

Eligible vehicles

Any motor vehicle or motorcycles which meet the following criteria:

(a) Used for private purposes only;

(b) Registered;

(c) Roadworthy;

(d) Does not exceed the size limitations;

(e) Not an Ineligible Vehicle (see below).

Ineligible vehicles

RACQ does not cover motor vehicles or motorcycles that are:

(a) Taxis, limousines and other private rental hire vehicles;

(b) Rental vehicles;

(c) Vehicles being operated solely for commercial use;

(d) Trucks, buses and other heavy vehicles that exceed the size limitations;

(e) Vehicles offered for sale by licensed motor vehicle dealer;

(f) Unregistered vehicles or vehicles on a day or temporary registration permit;

(g) Registered and unregistered tractors and farm equipment;

(h) Vehicles involved in or being tested for any form of racing or motor sports;

(i) Other vehicles as determined from time to time, details available from RACQ.

Size limitations

RACQ does not cover vehicles that exceed one or a combination of the following: *

Gross Weight GVM¹ 6.0t

Height 3.3m

*Refer to Limited Service vehicles.

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

Eligible caravans and trailers

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

Where your Eligible Caravan or Trailer requires towing, RACQ will only be able to assist where your Running Gear is in a serviceable condition. Where Specialist Equipment or excess distance is required, you will be required to pay the additional cost. Where your Eligible Caravan or Trailer is greater than 3.0t 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.

If the Caravan or Trailer being towed by the Eligible Vehicle experiences a minor mechanical or electrical Breakdown, an RACQ patrol will attend within your Entitlements. Towing Entitlements will apply if you hold Plus Care, Ultra Care or RACQ Ultimate.

If the Eligible Vehicle requires towing while it is towing a Caravan or Trailer, the Caravan or Trailer will be towed under the same conditions as the Eligible Vehicle, to the same destination, providing that it can be towed behind the attending tow truck. There may be some areas where an RACQ Service Provider is not able to offer assistance on a Caravan or Trailer and you may need to pay for the Service cost or claim reimbursement up to the limit of the entitlement (see Reimbursements).

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

(a) Registered;

(b) Roadworthy;

(c) Does not exceed the size limitations;

(d) Not an Ineligible Caravan or Trailer.

Ineligible caravans and trailers

RACQ does not cover Caravans and Trailers that:

(a) Are used as a permanent place of residence. A Caravan or Trailer that has been situated at one location for more than four weeks may be deemed as being a permanent place of residence;

(b) Use a fifth wheel (semi-trailer hitch), gooseneck or any other hitch type which is not compatible with a 50mm universal receiver;

(c) Are unregistered or rental Caravans or Trailers or those on a day registration permit; or

(d) Exceed one or a combination of the below size limitations:

Product	Gross weight GVM¹	Width²	Height	Length³
Roadside, Roadside Extra and Plus Care	4.0t	2.5m However, Track Width cannot exceed 2.4m	3.3m	5.5m
Ultra	4.0t	2.5m However, Track Width cannot exceed 2.4m	3.3m	7m
Ultimate	4.0t	2.5m However, Track Width cannot exceed 2.4m	3.3m	9.7m

Product

Gross weight GVM¹

Width²

Height

Length³

Roadside, Roadside Extra and Plus Care

4.0t

2.5m
However, Track
Width cannot
exceed 2.4m

3.3m

5.5m

Ultra

4.0t

2.5m
However, Track
Width cannot
exceed 2.4m

3.3m

Ultimate

4.0t

2.5m
However, Track
Width cannot
exceed 2.4m

3.3m

9.7m

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

Limited service vehicles

Limited services will apply where your Eligible Vehicle is one or a combination of the following:

Gross Weight GVM 3.0-6.0 tonnes
Width 2.3m or greater
Height 2.0-3.3 metres
Length 5.5m or greater

Services and entitlements will be limited to include:

Service	Limitation
Battery changes	Batteries cannot be fitted to or serviced in Limited Service Vehicles where there is limited access to the battery or substantial removal of vehicle panels is required.
Jump starts	Jump starts may be provided, up to 24-volt boost start only.
Lockouts	Lockout assistance will be provided at RACQ’s discretion, subject to the availability of specialist locksmith and/or parts.
Towing	Towing and vehicle recovery may be provided on Limited Service vehicles subject to attending service provider's equipment capability and breakdown location. If towing cannot be provided, RACQ will endeavour to arrange towing with a third party at your cost.
Wheel changes	Wheel changing assistance may be limited, and may incur an additional fee. The vehicle’s wheel nut spanner and jack (heavy duty, if required) must be provided.

Service

Limitation

Battery changes

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

Jump starts

Jump starts may be provided, up to 24-volt boost start only.

Lockouts

Lockout assistance will be provided at RACQ’s discretion, subject to the availability of specialist locksmith and/or parts.

Towing

Towing and vehicle recovery may be provided on Limited Service vehicles subject to attending service provider's equipment capability and breakdown location. If towing cannot be provided, RACQ will endeavour to arrange towing with a third party at your cost.

Wheel changes

Wheel changing assistance may be limited, and may incur an additional fee. The vehicle’s wheel nut spanner and jack (heavy duty, if required) must be provided.

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. Where your Eligible Vehicle requires charging, RACQ will provide a top up charge where mobile EV charging equipment is available. In all other circumstances, a tow to the nearest Accessible Charging Station or to your home can be arranged in accordance with your Entitlements.

Service exclusions

While RACQ will endeavour to assist you in all circumstances, RACQ at its sole discretion, reserves the right to refuse to provide Services. In addition to those limitations already set out in these terms and conditions, we will not provide Services where:

(a) The damage is caused by an Insurable Event;

(b) You have suffered broken windscreens or windows;

(c) Your vehicle is an Ineligible Vehicle or an Ineligible Caravan or Trailer;

(d) Your vehicle is 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 yours, or someone else’s premises;

(e) You require supply of spare parts or tyres;

(f) You require maintenance or general mechanical repairs, including temporary repairs to steering, brakes or other safety components. In such cases Service will be extended to towing the vehicle to a place of repair within the distance entitlements. Anything in excess of that distance will be charged to the Driver;

(g) You require transportation of passengers beyond the safe carrying capacity of the towing vehicle;

(h) RACQ has already provided a service in respect of one Breakdown, excluding the Ultimate Entitlement of a second tow at no charge up to 20km;

(i) 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);

(j) The Eligible Vehicle 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;

(k) Your vehicle contains animals or livestock;

(l) Your vehicle has suffered water ingestion including, but not limited to, traversing through flood waters or any other water crossing;

(m) There is an unserviceable/damaged steering lock.

In some instances, RACQ may provide a referral service to specialists who may be able to assist in the above situations at the Driver’s cost.

7. Other important information

Home repairs

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

We will, however, provide a tow of 20km in any direction to a repairer at no charge, providing that the vehicle, and associated components are entirely intact. Any towing above this Entitlement will incur an additional cost.

Water crossings – islands, inland rivers, and creeks

RACQ will provide assistance on selected islands only, subject to availability. For a list of current islands please contact RACQ on 13 1111. RACQ will provide Services to the following locations within mainland Queensland where rivers need to be crossed: Jardine, Daintree, Bloomfield, Mossman and Noosa North Shore.

Where RACQ is able to assist you and incurs additional costs in providing Services to you on an island or river crossing, for example, barge, ferry or additional towing costs, you will be required to pay any additional costs RACQ incurs in accessing the Breakdown site.

If you break down in a location where RACQ is unable to assist you, RACQ may be able to refer you to a local service provider.

Non-serviced or remote areas

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 up to the limit of the Entitlement (see Reimbursements).

Service deposit

If you require Services on your Eligible Vehicle and your Entitlement cannot be verified, then RACQ may require you to pay a deposit. This deposit may be refunded if RACQ is able to verify your Entitlement.

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 this brochure include any accessories or equipment fitted on or to your vehicle and any modifications made from the standard specification.

Excess use

Where you request Services more frequently than RACQ considers reasonable, RACQ may place your nominated vehicle into RACQ’s Excess Use program and/or may request that you ensure that your nominated vehicle is placed in sound 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 with roadside assistance who are deemed to have made excessive requests for service.

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

The policy that has been placed in the Excess Use program will be at the Roadside level only, and will not be eligible for any upgrades to Roadside Extra, Plus Care, Ultra Care or RACQ Ultimate.

Once a trend of excessive use has been identified, members will always receive a notification letter which provides information about the Excess Use program and how RACQ can assist them in reducing their breakdown frequency.

If you would like more information, please contact 13 19 05.

Merchant fees and road tolls

RACQ will not charge you any merchant fees, credit surcharges or road tolls where it is providing Services in accordance with your Entitlements. This waiver of fees will not apply where RACQ is providing Services outside of the Entitlements.

Extra costs

In addition to those costs set out in this brochure, 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 Vehicle, or other vehicles or property, including (without limitation) while in the care of RACQ or an RACQ Service Provider. 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.

Insurance coverage cost and risk are entirely your responsibility in all circumstances and you agree to indemnify RACQ and any RACQ Service Provider against any loss, damage or claims.

Reimbursements

Where RACQ is unable to provide an Entitlement to you, you may apply to RACQ for consideration of an ex gratia payment. Your application should include all relevant details, accompanied by the original receipt covering payment, be signed by you and submitted within 90 days of the call for Services. This correspondence can be addressed to:

RACQ Group Member Relations
PO Box 4
SPRINGWOOD QLD 4127

Refund Entitlements

Our Services come with guarantees that cannot be excluded under the Australian Consumer Law.

A member has 21 days from the date of purchasing Roadside Assistance to cancel their policy, and will be entitled to a refund of any subscription fees paid, provided no Service calls have been made or Entitlements have been used. After 21 days, there will be no refunds if you have simply changed your mind during the term of your Roadside Assistance policy.

8. Membership terms and conditions

Membership terms and conditions applicable to all members

RACQ Membership is available to individuals and businesses that meet the relevant eligibility criteria.

Upon becoming a member of RACQ, the member agrees to be bound by the RACQ Membership Terms and Conditions, Constitution, and any relevant product terms and conditions published by RACQ or one of its third party providers may change from time to time. The member will have the rights set out in the Constitution for their membership class.

The member will remain a member of RACQ unless Membership is terminated in accordance with the Constitution, or the member ceases to hold an eligible product.

Eligible products for Memberships currently are Roadside Assistance (excluding Fleet Fee for Service), Insurance products (excluding CTP Insurance and Travel Insurance), Lifestyle and RACQ Bank products (excluding Cash PassportTM Platinum Mastercard). All terms and conditions are subject to change without notice.

More information

For more information visit racq.com to view:

(a) Membership Terms and Conditions

(b) RACQ Constitution

All services are subject to confirmation and validation by RACQ Membership records. RACQ must be notified immediately if your Membership card is lost or stolen.

9. Definitions

Accessible Charging Station

Accessible Charging Station is 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 Eligible Vehicle 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 Eligible 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 driveway which is accessible under all weather conditions by a two-wheel drive motor vehicle.

Driver

A licenced person (including a member) who is travelling in the Eligible 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 is covered for RACQ Roadside Assistance. See criteria for Eligible Caravans and Trailers in the Service limitations section above.

Eligible vehicle

Any motor vehicle or motorcycle that are covered for RACQ Roadside Assistance. See criteria for Eligible Vehicles in the Service limitations section above.

End of the Incident

Please refer to the End of the Incident section above.

Entitlements

The Service allowances and limits applicable to your Roadside Assistance product as set out in this brochure, including Travel Entitlements.

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 permanent place of residence.

Ineligible caravan or trailer

Caravans and Trailers that are Ineligible Caravans or Trailers in accordance with the criteria in the Service limitations section above.

Ineligible vehicle

Vehicles that are not eligible to be covered by RACQ Roadside Assistance in accordance with the criteria for Ineligible Vehicles in the Service limitations section above.

Insurable event

Damage to a vehicle 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.

Limited service vehicle

Please refer to the Service limitations section above.

Membership

Membership in RACQ in accordance with RACQ’s Constitution.

Metro area

Areas within the greater Gold Coast, Brisbane or Sunshine Coast regions.

Nominated vehicle

An Eligible Vehicle with registration details listed on a Roadside Assistance policy.

Personal roadside assistance

With respect to a member, an entitlement to receive Roadside Assistance for any Eligible Vehicle that the member is travelling in.

RACQ service provider

A person engaged by RACQ to provide Services.

Reasonable Time

The time deemed sufficient by an RACQ Service Provider 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 Eligible 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 Service Provider affiliated to an interstate Automobile Club/Association.

Roadside

The standard level of Roadside Assistance provided to you in the event that your Eligible Vehicle breaks down.

Roadside assistance

The suite of products offered by RACQ, including Roadside, Roadside Extra, Plus Care, Ultra Care and RACQ Ultimate which provide various levels of Entitlements.

Roadworthy

Roadworthy as defined by relevant Queensland legislation.

Running gear

The Caravan or Trailer’s axle and wheel assemblies, springs, draw bars and couplings.

Service/s

Attendance at your request where the Eligible Vehicle 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.

Travel entitlements

The service allowances and limits set out in this brochure that are applicable to your Roadside Assistance product when you are broken down more than 100km from Home and RACQ estimates repairs will take longer than the specified time.

Trailer

A two, four, or six wheeled registered boat, horse or dog Trailer or any other type of Trailer towed behind your Eligible Vehicle, where the Trailer is not an Ineligible Caravan or Trailer.