Previous Fleet Care terms and conditions

Effective Date pre-8 November 2023. View current version.

Applicable to Fleet Roadside Clients with RACQ Fleet Care

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

For further information on your entitlements and applicable fees please click here.

1. Who is eligible?

Fleet Care can be purchased by any business for a fleet that is predominantly located in Queensland with a minimum of 21 vehicles. RACQ Roadside for business and RACQ Plus Care for business are available for smaller fleets.

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 Fleet Care product entitles any Driver of a Nominated Vehicle to Roadside Assistance after a Breakdown.

3. Waiting periods

RACQ Fleet Care products have no waiting period.

4. Entitlements

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. 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.

Feature/entitlement	What is covered?
Call outs	You are entitled to Roadside Assistance call outs on your Eligible Vehicle in accordance with your Entitlements. When requesting Services from RACQ, you may be required to quote the Fleet Roadside Client Service Number.
Attendance	Attendance will be arranged in accordance with your Entitlements. Any attendance kms above your Entitlements may incur additional fees.
Towing	If the Eligible Vehicle cannot be made mobile on the roadside, we can arrange for towing in accordance with your Entitlements. Any towing above your Entitlements may incur additional fees. If the vehicle has been involved in an Insurable Event, RACQ can help arrange towing however this will be at your own expense.
Caravan/Trailer Assistance	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, this may incur additional fees. 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. RACQ Fleet Care does not cover privately registered Caravan or Trailer. 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 incur an additional cost.
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 Equipment and/or additional labour required for the relocation of your vehicle such as from a parking garage may incur additional fees. This entitlement will not apply to Insurable Events.
Flat battery	If your Eligible Vehicle’s battery is flat we will provide a jump start, or when required, supply a RACQ battery for purchase, subject to availability. RACQ does not fit non-RACQ batteries.
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.
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. This entitlement may incur additional costs. 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.
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.

5. Service Limitations

Eligible vehicles

Commercial use vehicles;
Taxis, limousines and other private rental hire vehicles;
Registered;
Roadworthy;
Does not exceed the size limitations;
Not an Ineligible Vehicle (see below).

Ineligible vehicles

RACQ Fleet Care does not cover motor vehicles or motorcycles that are;

Trucks, buses and other heavy vehicles that exceed the size limitations;
Registered and unregistered tractors and farm equipment;
Vehicles involved in or being tested for any form of racing or motor sports;
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

RACQ does not cover Caravans and Trailers that:

Are privately registered;
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;
Use a fifth wheel (semi-trailer hitch); or
Exceed one or a combination of the below size limitations:

Gross weight GVM¹	4.0t
Width²	2.5m However, Track width cannot exceed 2.4m
Height	3.3m
Length³	5.5m

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 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 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.

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:

The damage is caused by an Insurable Event;
You have suffered broken windscreens or windows;
Your vehicle is an Ineligible Vehicle or an Ineligible Caravan or Trailer;
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;
You require supply of spare parts or tyres;
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;
You require transportation of passengers beyond the safe carrying capacity of the towing vehicle;
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);
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;
Your vehicle contains animals or livestock;
Your vehicle has suffered water ingestion including, but not limited to, traversing through flood waters or any other water crossing;
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.

6. Other important information

Overdue monthly invoices

Where a monthly invoice is overdue or left unpaid, Service may be limited.

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.

Travelling interstate

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

Entitlements will be provided in accordance with what the interstate Automobile Club/Association would normally provide to their base level product holders. Entitlements will vary from state to state. Please call if you would like more information.

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

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 the Fleet Care Terms and Conditions, extra costs will be your responsibility. Any repairs provided that incur an additional cost, will be at your expense.

Liability

Except for any rights that you are entitled to by law, RACQ and RACQ Service Providers accept no responsibility for any damage to your Eligible 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.

7. 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.

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 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.

Entitlements

The Service allowances and limits applicable to your Fleet Care product as set out in the Fleet Care Terms & Conditions

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.

Limited service vehicle

Please refer to the Service limitations section above.

Nominated vehicle

An Eligible Vehicle with registration details listed on a Fleet Care policy.

RACQ service provider

A person engaged by RACQ to provide Services.

Roadside Assistance

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

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.

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.