RACQ Ultimate RV Roadside Assistance terms and conditions

View new roadside terms and conditions

Applicable to members with RACQ Ultimate RV Roadside Assistance

RACQ Ultimate RV Roadside Assistance includes the same entitlements as the RACQ Ultimate product with additional roadside cover for your Nominated RV. Everything you need to know about the entitlements of RACQ Ultimate RV Roadside Assistance is included within these terms and conditions. If you’re not sure of some of the terms used, you can find definitions here.

By purchasing this product, you are bound by these terms and conditions below which are subject to change without notice. We will use reasonable endeavours to notify you of any changes to these terms and conditions by placing a notice on our website.

1. Who is eligible?

The RACQ Ultimate RV product can be purchased by any permanent resident of Australia, with an Australian residential address and on the condition that the Nominated RV satisfies the conditions and limitations outlined below.

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?

RACQ Ultimate RV entitles any Driver to Roadside Assistance after a Breakdown. You are also entitled to Personal Roadside Assistance and can access Entitlements following a Breakdown.

Travel Entitlements will only be provided if the Driver is a permanent 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 Entitlements or require the Driver to pay for the relevant Travel Entitlements.

3. Waiting periods

Purchase of RACQ Ultimate RV

A waiting period of at least 24 hours following payment for RACQ Ultimate RV applies for all Entitlements.

A 24-hour waiting period applies for Patrol attendance up to 50kms from the Attending RACQ Service Provider’s Premises.

A 72-hour waiting period applies to all additional Entitlements even if another Roadside Assistance product has been previously purchased.

Change of nominated RV or nominated vehicle

If you change your Nominated RV or Nominated Vehicle, a 72-hour waiting period applies to all Entitlements specific to the Nominated RV and Nominated Vehicle.

This waiting period does not apply to Personal Roadside Assistance.

4. Local entitlements 

Where your Nominated RV or Eligible Vehicle won’t go or stops due to mechanical or electrical problems, we’ll try to get it mobile again for you as long as it is practical to do so. Due to the size, configuration and potential location of RVs, it may be deemed unsafe or impractical to attempt to get the vehicle mobile, and Service will be at RACQ’s ability and discretion.

If we are unable to mobilise the Nominated RV or Eligible Vehicle, or it is deemed impractical to provide Roadside Assistance, we will have it towed within your Entitlements, provided it is within the size limitations outlined in these terms and conditions. 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 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, however services provided may incur an additional expense to you. Arranging towing in Remote Areas could take up to 3 business days depending on your Breakdown circumstance and, if applicable, the size and location of the Nominated RV. Arranging towing is subject to availability of service providers.

Any attendance or towing costs incurred will be covered by RACQ up to your RACQ Ultimate RV Entitlements. Any additional costs incurred will be at your expense and payable to the RACQ Service Provider.

Specialist Equipment and/or additional labour for the Entitlements set out below may result in you incurring additional costs.

Feature/entitlement	Nominated RV	Eligible vehicle
Attendance You are entitled to Roadside Assistance on your Nominated RV and Eligible Vehicle subject to the terms of our Excess Use program. See Excess Use here. Attendance is provided to your Nominated RV and Eligible Vehicle in accordance with your Entitlements from the Attending RACQ Service Provider’s Premises to the point of Breakdown, at no charge. Roadside Assistance can only be provided if it is deemed safe for the RACQ Service Provider to work on the Nominated RV and Eligible Vehicle. RACQ reserves the right to tow in an instance where it is deemed unsafe or not practical to attend a vehicle.	No limit	Up to 200km
Towing Nominated RV If the Nominated RV cannot be made mobile on the roadside following a Breakdown, we can arrange for towing to the nearest appropriate repairer only, in the direction of travel (final destination) up to the value of $3,300 p.a. RACQ will arrange and pay for the cost of any Specialist Equipment and labour needed to recover the Nominated RV from difficult conditions up to the value of the total entitlement for towing and specialist towing ($3,300p.a.). This Entitlement will not apply in the event of an Insurable Event. A second tow relating to the one Breakdown is available to Members up to 20km in any direction if required. The cost of towing will be covered up to the amount of $3,300 per year. Any costs above the annual limit will be at your expense. Towing Entitlements are not available in the event of lost, damaged or stolen keys or lockout. RACQ will not take responsibility for any damage that may occur and will request that a waiver be signed in acknowledgement prior to any work commencing.	Up to $3,300 p.a. 2 tows per Breakdown. Second tow up to 20km.	Not applicable
Towing Eligible vehicle If the Eligible Vehicle cannot be made mobile on the roadside in a Metro Area, we can arrange for towing up to 100km in any direction. Outside of Metro Areas, we can arrange for towing up to 100km in any direction or 200km in the direction of the RACQ Service Provider. Deviation from the direct route on return to the Attending RACQ Service Provider’s Premises may incur additional fees. This Entitlement is for two tows per Breakdown at no charge. The second tow relating to the one Breakdown is up to 20km in any direction at no charge. Towing Entitlements are not available in the event of lost, stolen keys or lockout. RACQ will not take responsibility for any damage that may occur and will request that a waiver be signed in acknowledgement prior to any work commencing. Please refer to Eligible Caravans and Trailers for towing entitlements for Eligible Caravan and Trailers here.	Not applicable	Up to 100km in any direction or 200km in the direction of the RACQ Service Provider. 2 tows per Breakdown. Second tow up to 20km.
Special 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 Recovery of your Eligible Vehicle up to $250 p.a. Any additional costs above the annual specialist towing Entitlements amount will be at your expense. This Entitlement will not apply to Insurable Events.	Refer to Towing Nominated RV;	Up to $250 p.a.
Rental vehicle after towing If required, for tows less than 100km from Home, RACQ will arrange and pay for rental car hire after each towing event up to 3 days or a maximum of $330 p.a.	Up to $330 p.a.	Up to $330 p.a.
Taxi after towing If required, RACQ will arrange and pay for a taxi after each towing event up to $150 p.a. Taxi services will be subject to the availability of taxis in the relevant area. You can access a second taxi service in relation to one Breakdown within the annual entitlement.	Up to $150 p.a.	Up to $150 p.a.
Flat battery If your Nominated RV or Eligible Vehicle battery is flat and we can access the battery, jump starts may be provided, up to 24-volt boost start only, providing only one battery is unserviceable. When required, RACQ may supply an RACQ battery at your expense, subject to availability. Batteries cannot be fitted to or serviced in RVs or Eligible Vehicles where there is limited access to the battery or substantial removal of vehicle panels is required. There is no cost for fitting an RACQ battery to the Nominated RV or Eligible Vehicle. RACQ does not fit non-RACQ batteries.
Emergency fuel assistance Should your Nominated RV or Eligible Vehicle run out of fuel, RACQ can arrange for the delivery of unleaded petrol or diesel up to 4 times p.a. RACQ will provide sufficient fuel to enable the Nominated RV or Eligible Vehicle to be driven to the nearest fuel station. In circumstances beyond RACQ’s control, such as a fuel strike, RACQ may be unable to provide this entitlement.	Up to 4 times p.a.	Up to 4 times p.a.
Lockout Please note that lockout assistance may be limited and is subject to availability of RACQ Service Providers able to provide assistance. Where you have locked your keys in the Nominated RV and they are accessible via the cabin, or the Eligible Vehicle, RACQ will provide attendance to open your Nominated RV or Eligible Vehicle up to your Entitlements. 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 request that a waiver be signed in acknowledgement prior to any work commencing.
Emergency locksmith If the key to your Nominated RV, Eligible Vehicle or Eligible Caravan or Trailer has been lost, damaged or stolen, 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 or Replace one door entry key, or gain access to a Caravan or Trailer. If 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 parts, ignition barrels, immobilisers, door locks and door keys.	Up to $600 p.a.	Up to $300 p.a.
Front windscreen chip or crack repair If you receive a chip or crack in your front windscreen RACQ will pay for one annual repair in accordance with your Entitlements. This Entitlement will apply to front windscreen chip or crack repair on your Nominated RV or Eligible Vehicle. This Entitlement cannot be transferred to any windscreen replacement. To be eligible, the repair must be conducted at an RACQ auto glass service centre location. If the chip or crack necessitates a full windscreen replacement, this will be at the Driver’s expense.	One repair up to $80p.a.	One repair up to $80p.a.
Bogged Vehicle If your Nominated RV or Eligible Vehicle 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 and is deemed practical to do so. Nominated RV or Eligible Vehicles that have become bogged or disabled on a beach or in a bushland area maybe considered to be in a Remote Area and therefore not eligible for Entitlements. Additionally, Specialist Towing Entitlements will apply for Specialist Equipment and/or additional labour required to get your vehicle to a gazetted route for towing. Any additional costs above the annual Specialist Towing Entitlement amount will be at your expense. Depending on vehicle size, limited assistance may be available.
Accident and Theft Assistance If the Nominated RV or Eligible Vehicle is stolen or involved in an Insurable Event you may access the 'Taxi after Towing’ or ‘Rental Vehicle after Towing’ Entitlements if they are not covered by your insurer.
Wheel Changing Nominated RV Wheel changing assistance may be limited and may incur an additional fee if the weight of the wheel and tyre assembly is beyond the safe lifting capacity of a single person. The vehicle’s wheel nut spanner, a jack, and associated tools including a baseplate, appropriate for your Nominated RV must be provided. 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 attend due to the size of the vehicle for safety reasons, RACQ will reimburse up to $500 p.a. for a heavy reservice provider or truck to attend. This is a reimbursement only and the full cost of service must be paid by the Member directly to the RACQ Service Provider prior to reimbursement by RACQ.	Up to $500 p.a.	Not applicable
Wheel Changing Eligible Vehicle 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.	Not applicable
Pet Transport and Accommodation after towing We will reimburse up to $200 p.a. to transport your pet to your Home, intended destination or a pet accommodation facility, or towards pet accommodation to a maximum of 5 days. This does not include pet accommodation that has been pre-booked by you. Your pet will be your responsibility at all times 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 their pet.	Up to $200 p.a.

5. Travel Entitlements

You will be eligible to access Travel Entitlements where the Nominated RV, an Eligible Vehicle or an 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.
(c) If the tow truck that the Member is travelling in with a vehicle requires a 12-hour rest period

All Travel Entitlements are subject to local availability. Remote Area 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 pre-booked travel arrangements.

Feature/ Entitlement	Nominated RV	Eligible Vehicle
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. In the event the Nominated RV breaks down, the Accommodation Entitlement is only available if the living quarters cannot be used for the Nominated RV.
Vehicle Recovery Recovery of your Eligible Vehicle 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. This Entitlement is not available for RVs.
Rental Vehicle 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 12 days and up to $110 per day. You are responsible for all running and incidental costs, including any insurance excess fee 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 and tax. Any other additional costs will be at the Member’s expense.

Travel Entitlement Options

Where your Nominated RV has suffered a Breakdown and meets the criteria set out in Section 5 for Travel Entitlements, you may choose from the following options: one, two and three.

Where your Eligible Vehicle or Eligible Caravan/Trailer has suffered a Breakdown and meets the criteria set out in Section 5 for Travel Entitlements, you may choose from one of the following four options.

Option	Entitlements
Option 1: You choose to wait at the repair location while the Nominated RV, Eligible Vehicle or Eligible Caravan/Trailer is repaired	(a) Accommodation up to $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 Nominated RV, Eligible Vehicle or Eligible Caravan/Trailer is repaired	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 Nominated RV, Eligible Vehicle or Eligible Caravan/Trailer is repaired in the town closest to the Breakdown	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. Where you have chosen to travel to your destination, 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 Eligible Vehicle or Eligible Caravan or Trailer recovered to your destination, Home or chosen repairer	Vehicle Recovery – RACQ will arrange and pay for a car carrier to transport the Eligible Vehicle and/or Eligible Caravan or Trailer to your chosen location. RACQ will also arrange alternative transport and accommodation, where necessary, for you and your passengers, as outlined in Option 3.

Maximum Entitlements

The value of Entitlements provided to you under any option or combination thereof will not exceed the maximum total of $7,000 (including GST) within any one subscription year.
If the annual limit is exceeded, you must pay any additional costs incurred by us in providing Services to you, until your limit resets.

6. Service Limitations

The decision as to whether Service can be provided for a Nominated RV, Eligible Vehicle or Eligible Caravan or Trailer will be at RACQ’s discretion.

Ensure you read Section 7 for other conditions, limitations and exclusions that may apply to the Service.

Eligible RVs

You must nominate one Eligible RV that meets the criteria for Eligible RVs set out below. The Nominated RV is the only RV that is eligible to use the Entitlements outlined in Section 4 and 5.

To be considered an Eligible RV, your RV must meet the following criteria:

(a) Used for private purposes only
(b) Registered
(c) Roadworthy
(d) The definition of ‘RV’ in these terms and conditions
(e) Does not exceed 8 metres in length
(f) Does not exceed 2.5 metres in width
(g) Does not exceed 3.3 metres in height
(h) Does not exceed 8 tonnes GVM (weight)
(i) Not an Ineligible RV (as defined here)
(j) Not a Trailer or Caravan, or vehicle requiring towing behind another vehicle.

You must provide accurate information about the loaded dimensions and weight of your RV. The following measurements should be provided for your RV accurately at the time of purchasing RACQ Ultimate RV:

• GVM of vehicle
• Total length of vehicle
• Total width of vehicle
• Total height of vehicle

Measurements must incorporate any accessory items including air-conditioning units, and any aftermarket accessory items such as fixed cargo pods.

Your Nominated RV must be below the limitations when loaded to receive Service. If you do not provide accurate measurements of the loaded vehicle, your RV may not be provided with Service at time of Breakdown.

Should your vehicle exceed any one of these limitations, we cannot provide Service to your vehicle. RACQ reserves the right to deny Service if the measurements or other details you have provided are inaccurate. If your vehicle is later modified and exceeds these limits, your RV may be ineligible for Service.

There may be some areas where an RACQ Service Provider is not able to offer assistance on an Eligible RV and you may need to pay for the Service cost or claim reimbursement up to the limit of the Entitlement (see Reimbursements here).

If the Nominated RV already has an active Roadside Assistance policy, it cannot be nominated on any subsequent Roadside Assistance policy. This includes policies held by spouses and partners of the Member that cover or covered the Nominated RV.

Ineligible RVs

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

(a) Is used as a permanent place of residence. An RV that has been situated at one location for more than four weeks may be deemed as being a permanent place of residence but will not be classified as your ‘Home’ for the purposes of these terms and conditions
(b) Is a vehicle that does not meet the definition of an RV for the purposes of these terms and conditions
(c) Rental RVs
(d) RVs being operated for any commercial use whether personally or as part of a business
(e) RVs offered for sale by licensed motor vehicle dealer
(f) Unregistered RVs or RVs on a day or temporary registration permit
(g) Vehicles involved in or being tested for any form of racing or motor sports
(h) 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
(i) Classic Vehicles as defined here
(j) Other vehicles as determined from time to time, details available from RACQ
(k) A Caravan or Trailer that requires towing behind another vehicle or
(l) Exceed one or a combination of the following Size Limitations:

Gross Weight GVM1	Width	Height	Length
8.0t	2.5m	3.3m	8.0m

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.

Eligible Vehicles

Any motor vehicle or motorcycle which meet the following criteria:

(a) Used for private purposes only
(b) Registered
(c) Roadworthy
(d) Does not exceed the Size Limitations for Eligible Vehicles (see below)
(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 for Eligible Vehicles (see below)
(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 for Eligible Vehicles

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

Gross Weight GVM1	Height
6.0t	3.3m

*Refer to Limited Service Vehicles here.

Eligible Caravans and Trailers

You are entitled to receive the applicable Entitlements set out in these terms and conditions for Eligible Caravans or 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.

If the Caravan or Trailer being towed by the Eligible Vehicle experiences a minor mechanical or electrical Breakdown, an RACQ Service Provider will attend within your Entitlements. A towing Entitlement may apply.

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 here).

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

(a) Registered
(b) Roadworthy
(c) Does not exceed the Size Limitations for Caravans and Trailers (see below)
(d) Not an Ineligible Caravan or Trailer.

Ineligible Caravan 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 but will not be classified as your ‘Home’ for the purposes of these terms and conditions
(b) Use a fifth wheel (semi-trailer hitch) or
(c) Are unregistered or rental Caravans or Trailers or those on a day registration permit
(d) Exceed the below Size Limitations for Caravans and Trailers:

Gross Weight GVM1	Width	Height	Length
4.0t	Shell width: 2.5m Track width: 2.4m	3.3m	9.7m (including drawbar for Caravans)

Limited Service Vehicles

The following limitations will apply where your Eligible Vehicle, Caravan or Trailer is one or a combination of the following:

Gross Weight GVM1	Width	Height	Length
3.0-6.0t	2.3m or greater	2.0-3.3m	5.5m or greater

 

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 availability of specialist locksmith and/or parts.
Towing	Towing and vehicle recovery may be provided on Limited Service Vehicles subject to attending RACQ Service Provider's equipment capability and Breakdown location. If towing cannot be provided, RACQ will endeavor 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) and associated equipment must be provided.

Classic Vehicles

The Entitlements set out in these terms and conditions will apply to Classic Vehicles subject to the following:

(a) The Classic Vehicle must not be your Nominated Vehicle
(b) Any Recovery Entitlements are limited to a maximum total of $1,100 per annum
(c) You must be the registered owner of the Classic Vehicle
(d) You must be with the Classic Vehicle when receiving Services and
(e) The Classic Vehicle must be Roadworthy

Motorcycles

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

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 RV, 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
(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 to one Breakdown, excluding a second tow at no charge up to 20km
(i) 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)
(j) The Nominated RV is parked in a difficult to access area, including but not limited to, on the edge of a riverbank, in an area without road access, or an area with low hanging branches and trees or on sand
(k) Unexpected events such as storms, floods, pandemics, epidemics or other unexpected events prevent us from assisting you
(l) Vehicles that cannot be accessed by 2WD patrol or recovery vehicles (including heavy recovery vehicles)
(m) Where the Nominated RV, Eligible Vehicle or Eligible Caravan or Trailer contains livestock
(n) Any vehicle that has suffered water ingestion including, but not limited to, traversing through flood waters or any other water crossing
(o) In the event of unserviceable/damaged steering locks. 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.
(p) Problems relating to electrical items within the vehicle, for example fridges, CD players etc

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 Nominated RV, Eligible Vehicle or Eligible Caravan or Trailer and it won’t start or operate properly, you will not be entitled to receive Services.

We will, however, provide a tow of 20km in any direction for the Eligible Vehicle only 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 and Inland Rivers and Creeks

RACQ may be able to provide assistance on selected islands, subject to practicality. In addition, RACQ will only be able to provide Services to the following locations within mainland Queensland where rivers need to be crossed if it is practical to do so and provided that other service conditions are met: Jardine, Daintree, Bloomfield, and Mossman.

Where it is practical for RACQ to assist you and where RACQ is able to, any additional costs incurred by RACQ in providing Services to you on an island - for example: barge, ferry or additional towing costs, will be at your expense.

If you break down in a location where RACQ is unable to assist you, RACQ may be able to refer you to a local RACQ 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 and you are required to pay for the Service cost, you may be eligible for reimbursement of this cost up to the limit of the Entitlement, provided the relevant conditions are satisfied (see Reimbursement here).

Service Deposit

If you require Services on your Nominated RV, Eligible Vehicle, Eligible Caravan or Trailer 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 these terms and conditions include any accessories or equipment fitted on or to your Nominated RV, Eligible Vehicle or Eligible Caravan/Trailer and any modifications made from the standard specification. The dimensions and weight of your Nominated RV, Eligible Vehicle or Eligible Caravan/Trailer must be within the limits set out in these terms and conditions, including the GVM when loaded.

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 your Nominated RV, Eligible Vehicle or Eligible Caravan or Trailer 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 an additional 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 entitlement to members. RACQ therefore has a financial responsibility to ensure that Club services are distributed in a manner that entitlements 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 these terms and conditions, extra costs for transport from an RACQ Service Provider depot or repairer to motel premises, rental vehicle depot or any other locations 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 RV, Eligible Vehicle, Eligible Caravan or Trailer 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. This includes towing of large vehicles which may require chaining of the vehicle to the truck bed.

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 a Entitlement to you for your Nominated RV, Eligible Vehicle or Eligible Caravan or Trailer, you may apply to RACQ for consideration of an ex gratia payment. This is only valid if you have provided accurate sizing and weight of your Nominated RV, Eligible Vehicle and Eligible Caravan or Trailer at the time of joining. Failure to provide an accurate size or weight that results in denied Service will not be reimbursed. In addition, if it is deemed impractical to provide Service due to the location of the Nominated RV, Eligible Vehicle or Eligible Caravan or Trailer, reimbursements will not be available.

Your application should include all relevant details, accompanied by the original receipt covering payment, be signed by yourself 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

Any Roadside Assistance or other fees paid to RACQ and RACQ Service Providers are not refundable.

8. Membership Terms and Conditions

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.

RACQ offers Members access to service and product discounts in accordance with their class of Membership. Eligible products for Membership currently are Roadside Assistance (excluding Fleet Fee for Service), Insurance products (excluding CTP and Travel Insurance), Lifestyle and RACQ Bank products (excluding Financial Planning services and Cash PassportTM Platinum Mastercard®).

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

The following definitions are used throughout these terms and conditions and apply to your Entitlements:

Attending RACQ Service Provider’s Premises: The location where the RACQ Service Provider providing the requested Services operates their business.

Entitlements: The service allowances and limits applicable to your Roadside Assistance product and are set out in these terms and conditions.

Breakdown: Your Nominated RV or 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 Nominated RV or Eligible Vehicle and includes a pop-top or camper Trailer.

Classic Vehicle: A vehicle of any make manufactured prior to 1945, or a vehicle registered under the Special Interest Vehicle Scheme, as issued by Queensland Transport.

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 Nominated RV or Eligible Vehicle and who requests Services following a Breakdown.

Eligible Caravan or Trailer: Any Caravan or Trailer that meets the criteria for Eligible Caravans and Trailers here.

Eligible RV: Any RV that is covered for Roadside Assistance. See criteria for Eligible RVs here. 

Eligible Vehicle: Any motor vehicle or motorcycle that is covered for Roadside Assistance. See criteria for Eligible Vehicles in section 6 here. 

Home: The Driver’s principal place of residence in Queensland. 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 (other than your RV, Caravan or Trailer) for four weeks or more, this may be classified as your permanent place of residence. If your RV, Caravan or Trailer has been in the same location for over four weeks, it will become ineligible for Service.

Ineligible Caravan or Trailer: Caravans or Trailer that are not covered by Roadside Assistance. See the criteria for Ineligible Caravans and Trailers here. 

Ineligible RVs: RVs that are not covered by RACQ Roadside Assistance. See criteria for Ineligible RVs here. 

Ineligible Vehicle: Vehicles that are not eligible to be covered by RACQ Roadside Assistance in accordance with the criteria for Ineligible Vehicles in section 6 here. 

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.

Limited Service Vehicle is an Eligible Vehicle, Caravan or Trailer that meets the criteria for a Limited Service Vehicle here. 

Member: A person or business that holds Membership.

Membership: Represents a Member’s stake holding in RACQ.

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

Nominated RV: An Eligible RV with registration details listed on a Roadside Assistance policy.

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

Personal Roadside Assistance: A Member with Roadside Assistance who is entitled to receive Service for any Eligible Vehicle the Member is travelling in.

RACQ Service Provider: A person engaged by RACQ to provide Services.

Recovery: The transportation of your Eligible Vehicle to another location using a conventional car carrier.

Remote Area: Any area where one or more Entitlements cannot be provided.

Roadside Assistance: The suite of products offered by RACQ, including Roadside, Roadside Extra, Plus Care, Ultra Care, RACQ Ultimate, and RACQ Ultimate RV 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.

RV: A self-propelled recreational vehicle which offers living accommodation combine with a vehicle engine.

Service/s: Attendance at your request where the Nominated RV or Eligible Vehicle has suffered a Breakdown, or any one or more of the other services outlined in these terms and conditions.

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.

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

Travel Entitlements: The service allowances and limits provided with RACQ Ultimate RV that are applicable when you are broken down more than 100km from home and RACQ estimates repairs will take longer than 24 hours and/or if the tow truck that the Member is travelling in with the Nominated RV or Eligible Vehicle requires a 12-hour rest period.

Requesting Roadside Assistance

If you require assistance, please call the RACQ Ultimate RV dedicated number on 1800 680 085.

You can count on us 24 hours a day, 7 days a week wherever you are in Australia.

Having the following details ready will help us provide you with service over the phone as soon as possible:

Your details (including make, model and registration details for your vehicle);

Membership number

Your location (find the nearest street corner or a landmark that we can use to determine where you are) and

A contact number such as the mobile number of the Driver or passenger with the vehicle.

Safety

RACQ Safety Advice for when broken down:

Activate hazard lights

Move behind a safety barrier and remain clear of the roadway, if it is safe to do so at your location.

If you remain in your vehicle, fasten your seat belt.

Consider your safety and your passenger’s safety while waiting for attendance at your location.

RACQ is committed to providing safe and efficient roadside assistance to all Members following a Breakdown. Due to the nature and location of some breakdowns, your vehicle may need to be towed to a safe location before an RACQ Service Provider can assess it. It is important to listen and be guided by this person to ensure the safety of you and any passengers.

RACQ at its sole discretion, reserves the right to not provide Roadside Assistance Services in any situation. This may include where RACQ cannot access your Breakdown location due to safety concerns. Should this happen, we can assist you by contacting the appropriate authorities.

Travelling Interstate

As well as our extensive network of Queensland-based RACQ Service Providers, we have reciprocal arrangements with affiliated interstate automobile Clubs. Wherever you are in Australia, help is only ever a phone call away.

In the event that your Nominated RV requires towing, this will need to be arranged by RACQ due to the size of the vehicle.

General Enquiries

For enquiries not related to a request for roadside assistance please call 13 1905.

Hearing Impaired

Hearing impaired Members can use RACQ’s Roadside Assistance App (see below) or SMS RACQ to request roadside assistance:

Metro areas (Cairns, Townsville, Brisbane and Gold Coast): SMS 0428 13 1111 or

All other locations: SMS 0427 13 1111

Members with a text telephone or text typewriter can make contact on TTY 13 36 77 for service.

When the RACQ Consultant has confirmed what will happen next, wait with the vehicle at the agreed pick up point. Please be aware that if you are not available when the attending RACQ Service Provider arrives, they will wait only a short period before proceeding to the next job.