RACQ Ultimate Brochure

RACQ Ultimate
Welcome to
RACQ Ultimate
RACQ Ultimate offers the ultimate security
and peace of mind as our most comprehensive
motoring assistance product. It provides you
with additional protective benefits that are
designed to safeguard you personally, and
your nominated vehicle, against a wide range
of motoring incidents. Everything you need to
know about the benefits of RACQ Ultimate is
included within this brochure.
RACQ Membership
Purchasing RACQ Ultimate gives you much more than
extensive motoring assistance at the roadside; it also
makes you a Member of RACQ. Membership is our way of
recognising your commitment to RACQ.
Whether you were already a Member when you purchased
RACQ Ultimate or you’ve just become one – you’ll be excited
to learn more about the additional savings, advice, help, and
support RACQ Membership offers. You can find out about
these exclusive benefits at racq.com/memberbenefits
2
Contents Page
Benefits overview – Local
4
Benefits overview – Travel
5
Summary of benefits
6
Who’s covered?
Local benefits
8
24-hr Roadside Assistance attendance
Batteries
Lockouts
Wheel Changing
Vehicle towing after a Breakdown
Caravan & Trailer towing after a Breakdown
Special towing after a Breakdown
Taxi if Nominated Vehicle is towed
Rental Vehicle after towing
Emergency fuel delivery
Emergency locksmith assistance
Front windscreen chip or crack repair
Legal Representation
Accident and theft assistance
Travel benefits
14
Travel benefit options
Travel benefits explained
16
Accommodation
Recovery
Rental Vehicle
Caravan assistance
Trailer hire
Alternative passenger transport
Accident and theft assistance
Urgent spare parts location
RACQ Ultimate Conditions
18
Maximum benefits
Eligibility
Access to benefits
Waiting periods
Eligible vehicles
Eligible Caravans and Trailers
Motorcycles
Imported Second Hand Vehicles
Classic Vehicles
Bogged Vehicles
Recovery of bogged vehicles
Partially flooded vehicles
Home Repairs
Pets and Livestock
Non-serviced or Remote Areas
Water Crossings
Liability
Safe provision of roadside assistance
Refusal of Service
General
Fees and reimbursements
Service exclusions
Limited Services
Definitions
32
Requesting Roadside Assistance
38
Contact Us
40
3
Benefits Overview – Local
Local benefits
RACQ Ultimate
Travel benefits*
RACQ Ultimate
Maximum
benefits
Page 18
RACQ Ultimate provides up to $7000 per
Annum in additional assistance benefits following a
Breakdown, Accident or theft, whether you’re at
home or away.
When 100km or
more from Home
and repairs are
estimated by
RACQ to take:
Longer than 24 hours. You may choose from one
of the travel benefits below:
24-Hour
Roadside
Assistance
Attendance
Page 8
The Attending RACQ Contractor will travel at no
cost for up to 200km to your Breakdown location
Accommodation
Page 16
RACQ arranges and pays (up to 12 nights/$200
per night)
Towing after a
Breakdown
Page 8
In any direction (metro and regional):
Up to 100km*
Vehicle
Recovery
Page 16
RACQ arranges and pays
Caravan
& Trailer
Recovery
Page 16
RACQ arranges and pays
Rental Vehicle
Page 16
RACQ arranges and pays (up to 12 days/$110
per day)
Caravan
assistance
Page 16
RACQ arranges and pays
(accommodation and Recovery benefits apply)
Trailer hire
Page 17
RACQ arranges and pays
(up to 2 days/$330 per Annum)
To Attending RACQ Contractor’s Premises or
Intermediate Location en route (regional only):
Up to 200km*
4
Benefits Overview – Travel
Special
towing after
a breakdown
Page 10
RACQ arranges and pays
(up to $250 per Annum)
Taxi if
Nominated
Vehicle is
towed
Page 10
RACQ arranges and pays
(up to $150 per Annum)
Rental Vehicle
after towing
Page 11
RACQ arranges and pays
(for 3 days/$110 per day, up to $330 per Annum)
Emergency
fuel delivery
Page 11
RACQ arranges and pays
(up to $100 per Annum)
RACQ arranges and pays
(up to $300 per Annum)
Alternative
passenger
transport
Page 17
RACQ arranges and pays (up to 6 people)
Emergency
locksmith
assistance
Page 12
Front
windscreen
chip or
crack repair
Page 12
RACQ arranges and pays
(I repair per Annum, up to $80)
Accident
and theft
assistance
Page 17
RACQ arranges and pays (rental vehicle,
accommodation or Recovery benefits apply)
RACQ assists and pays (up to $300 per Annum)
Urgent spare
parts location
Page 17
RACQ arranges, Driver pays
Legal
representation
Page 13
Accident
and theft
assistance
Page 13
RACQ arranges and pays (taxi or rental vehicle
benefits apply, as above)
* A second tow up to 20km in any direction is available at no charge per
Breakdown under RACQ Ultimate. For further information please refer to
the corresponding page numbers for each benefit.
For further information please refer to the corresponding page numbers
for each benefit.
* If RACQ permits two or more travel benefits to be combined in relation
to any one incident, the limit of the individual benefits may be reduced.
All benefits apply within your annual RACQ Roadside Assistance year.
5
Summary of benefits
RACQ Members with RACQ Ultimate can save up to $7000 *
in assistance benefits each year, whether you’re travelling
locally or further from home.
Who’s covered?
Following a Breakdown, roadside assistance Services will be
provided to any eligible Driver of the Nominated Vehicle and
any eligible vehicle driven by the member.
* Refer to Maximum Benefits on page 18 for the maximum annual benefits
that are applicable to RACQ Ultimate.
A waiting period will be applied to all local and travel benefits
within 72 hours of payment for an upgrade to RACQ Ultimate.
Waiting periods may also be applied following a change in
residential address or Nominated Vehicle. Benefits applicable
to RACQ Ultimate upgrades will not be provided to any
Driver for a problem that pre-existed or occurred within a
waiting period.
Please refer to Eligibility, Access to benefits and Eligible Vehicles on pages
18 & 20 and see Waiting Periods on page 20 for more information.
When you have problems on the road,
we can help.
When your Nominated 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. It’s
important to remember that Roadside Assistance does not cover
you in the event of an Accident, and is not a substitute for motor
vehicle insurance. However, RACQ can relay urgent messages
for you and arrange for a tow where necessary (at either your
cost or the cost of your insurance company).
If your Nominated Vehicle does break down, don’t worry. All
you have to do is call us on 1800 680 062. What’s more, if any
eligible driver of the nominated vehicle breaks down more than
100km from Home, we can also arrange accommodation or
alternative transport within your entitlements; if we estimate
repairs will take longer than 24 hours.
As well as our extensive network of Queensland contractors,
we have Reciprocal arrangements with affiliated interstate
automobile Clubs. So wherever you are in Australia, help
is only ever a phone call away.
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Local benefits for
everyday use
24-hour Roadside Assistance attendance
If your Nominated Vehicle, Caravan or Trailer requires
assistance, the attending RACQ Contractor will travel from
their Premises to your Breakdown location at no charge, up to
a maximum travelling distance of 200km.
Where the attending RACQ Contractor’s travelling distance
exceeds your entitlement, an additional fee for the excess
distance will be payable by the Driver. Some of the common
services provided at the roadside are:
Batteries
In the event of a flat battery, we will provide a jump-start, and
when required, supply an RACQ battery at the expense of the
Driver, subject to availability. There is no cost to the Driver for
fitting an RACQ battery into your Nominated Vehicle.
Lockouts
If your keys are locked inside your Nominated Vehicle, we
will attempt to open your vehicle. Please note that your
Nominated Vehicle may be specifically designed by the
manufacturer not to be broken into. Following your request to
retrieve keys locked in a Nominated Vehicle, RACQ will not
take responsibility for any damage that may occur.
Wheel changing
In the event of a faulty tyre or wheel, we will attend to
replace this with your Nominated Vehicle’s Roadworthy spare
tyre. Where a vehicle requires a jack with a lifting capacity
of greater than 1.8 tonne, a heavy duty jack will need to be
provided by the Driver.
Vehicle towing after a Breakdown
If your Nominated Vehicle cannot be made mobile, RACQ
will provide one tow in any direction at no charge from the
Breakdown location, up to a maximum distance of 100km.
Bonus 2nd tow for RACQ Ultimate:
A second tow relating to the one Breakdown is available for up
to 20km in any direction at no charge for Members who hold
an upgrade to RACQ Ultimate.
Where a Nominated Vehicle, Caravan or Trailer requires
towing, but the distance exceeds the entitlement, or Specialist
Equipment is required, any additional cost will be borne by
the Driver. The Special Towing entitlement may apply when
Specialist Equipment is required.
For more information please refer to Special Towing on page 10 and Limited
Services page 30.
Caravan & Trailer towing after a Breakdown
If a Nominated Vehicle has been towed and the attached Caravan
or Trailer is unable to be mobilised, towing will be provided at
no charge for the Caravan or Trailer to the same destination as
the vehicle, up to the maximum distance entitlements applicable
to vehicle towing (refer to page 8). Following a Breakdown
of a Caravan or Trailer (where the Nominated Vehicle is
still mobile), RACQ will provide one tow in any direction at
no charge from the Breakdown location, up to a maximum
distance of 100km.
If towed to the Attending RACQ Contractor’s Premises or an
Intermediate Location en route, the maximum towing distance
limitation is increased up to 200km.
Bonus 2nd tow for RACQ Ultimate:
A second tow relating to the one Breakdown is available for up
to 20km in any direction at no charge for Members who hold
an upgrade to RACQ Ultimate.
Where a Nominated Vehicle, Caravan or Trailer requires
towing, but the distance exceeds the entitlement, or Specialist
Equipment is required, any additional cost will be borne by
the Driver. The Special Towing entitlement may apply when
Specialist Equipment is required.
For more information please refer to Special Towing on page 10 and Service
Exclusions on page 28.
If towed to the Attending RACQ Contractor’s Premises or an
Intermediate Location en route, the maximum towing distance
limitation is increased up to 200km.
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9
Special towing after a Breakdown
Rental vehicle after towing
If we can’t provide towing Services due to the inaccessibility of
your Nominated Vehicle, Caravan or trailer, or if the need for
Specialist Equipment exceeds the limits of entitlements, RACQ
will pay for these additional Services up to a maximum annual
entitlement of $250 p.a.
If your Nominated Vehicle is towed to a place of repair and
you require a rental vehicle, RACQ will arrange and pay for
the hire of a rental vehicle, up to a maximum number of days
and value per day of 3 days/ $110 per day, up to $330 p.a*.
Specialist Equipment includes items such as a winch, which
may be required in the event of a broken axle or to retrieve
your Caravan or Trailer from bogged conditions.
Taxi if Nominated Vehicle is towed
If your Nominated Vehicle needs to be towed by RACQ
following a Breakdown, we will arrange and pay for one taxi to
transport you and your passengers to your destination, up to a
maximum annual entitlement of $150 p.a.
Accident and theft bonus with RACQ Ultimate:
If your Nominated Vehicle is stolen or involved in an Accident,
you may access the taxi entitlement that applies to your upgrade.
Bonus 2nd taxi:
Members who hold and upgrade to RACQ Ultimate can
access a 2nd taxi service in relation to the one Breakdown,
Accident or theft within the annual entitlement.
Taxi services will generally be available only in metropolitan
areas or country regional centres. Every attempt will be made
to provide taxi services as required, however in some cases
they may not be available.
Accident and theft bonus with RACQ Ultimate:
If your Nominated Vehicle is stolen or involved in an Accident,
the rental vehicle entitlement may be accessed. This benefit is
limited to the availability of a suitable rental vehicle in the local
area, and is subject to any conditions or restrictions (such as
age limitation) imposed by the rental company. RACQ will pay
the daily hire rate, stamp duty, GST and airport tax up to the
daily allowance.
* If your Nominated Vehicle is towed to a location other than a place of
repair, the entitlement is limited to 1 day rental vehicle hire, up to $110
per Annum.
You are responsible for all the running and incidental
costs, including any insurance excess that may apply in the
event of a claim, and any deposit required by the rental
vehicle company. In most cases, the Driver will need to
provide credit card details to the rental company for the
deposit. If a rental vehicle is not available, your RACQ
Consultant will endeavour to make alternative arrangements.
RACQ Travel does offer Rental Vehicle Excess Insurance
instead of paying the rental car company a fee to reduce
your excess.
Emergency fuel delivery
If your Nominated Vehicle runs out of fuel, we will provide
regular unleaded or diesel at no charge up to a maximum
annual entitlement of $100 p.a.
Fuel at no charge will only be delivered in increments
sufficient to allow your Nominated Vehicle to be driven to
the nearest service station. The annual entitlement will not be
delivered in a single instance, and this benefit does not apply
if the Nominated Vehicle is already at a service station. In
circumstances beyond RACQ’s control – such as a fuel strike –
RACQ may be unable to provide this benefit.
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11
Emergency locksmith assistance
Legal representation
If the key for your Nominated Vehicle or Caravan has been
lost, damaged or stolen, where possible, RACQ will arrange
and pay for the services of a locksmith up to a maximum
annual entitlement of $300 p.a.
Where a Member requires legal representation in association
with the use and ownership of a vehicle, RACQ will contribute
up to the maximum annual entitlement of $300 p.a.
The annual entitlement may only be used towards the parts
and/or labour required by the locksmith to:


Replace one ignition key for a Nominated Vehicle
Replace one door entry key, or gain access to a Caravan
If your Nominated Vehicle is immobilised by an anti-theft
device, assistance will be provided for the purpose of
removing the device only. The cost of replacement parts,
ignition barrels, immobilisers, door locks or door keys is not
covered. Towing at no charge is not available in the event of
lost or stolen keys.
Front windscreen chip or crack repair
It is the Member’s responsibility to contact and consult their
legal representative.
Accident and theft assistance
Your RACQ Consultant can advise you on the actions to take
if your Nominated Vehicle is stolen or involved in an Accident.
Your RACQ Roadside Assistance does not provide towing or
repairs at the roadside at no charge following an Accident;
however these aspects may be covered by comprehensive
motor vehicle insurance policies. For Members who hold an
upgrade to RACQ Ultimate, the local taxi or rental vehicle
benefit can be accessed if your Nominated Vehicle is stolen
or involved in an Accident.
If you receive a chip or crack in your front windscreen,
RACQ will pay for damage repairs up to a maximum annual
entitlement of one repair up to $80 p.a.
This applies to a front windscreen chip or crack repair
undertaken on the Nominated Vehicle only. This service will
be arranged by your RACQ Consultant, and there may be a
waiting period involved depending on availability in the region.
In areas where a qualified auto glass repairer cannot be
located, the Driver may have to travel to another location to
have the repair completed.
If the chip or crack necessitates a full windscreen replacement,
this will be at the Driver’s expense and the RACQ Ultimate
benefit will not apply. This benefit can’t be transferred to any
windscreen replacement.
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Travel benefits when
you are 100km or
more from Home
If you Breakdown more than 100km from Home, it can be a
major inconvenience. However, RACQ Ultimate offers you
a wide range of travel benefits designed to get you and your
vehicle back on the road. These benefits apply if repairs are
going to take longer than 24 hours.
What’s more these benefits will also help you if your
Nominated Vehicle is involved in an Accident or stolen.
For more information refer to Accident and Theft Assistance on page 17.
Please refer to RACQ Ultimate Conditions on pages 18-35 for full conditions
relating to the purchase of RACQ Ultimate and the benefits provided.
Travel benefit options
You may choose from one of the following four options if
your Nominated Vehicle, Caravan or Trailer has suffered
a Breakdown 100km or more from Home, and if RACQ
estimates the repairs will take longer than 24 hours:
Option 1
You choose to wait at the repair location while your
Nominated Vehicle, Caravan or Trailer is repaired. RACQ
will arrange and pay for accommodation up to the maximum
number of 12 nights, and value of up to $200 per night.
For more information refer to Accommodation on page 16.
If combining your RACQ Accommodation and Rental Vehicle
benefits, the maximum entitlements for each upgrade option
are Accommodation for up to 6 nights, up to $200 per night
and Rental Vehicle for up to 6 days, up to $110 per day.
(Not applicable if only Caravan or Trailer is under repair) For more
information refer to Accommodation and Rental Vehicles on page 16.
Option 2
You choose to continue your journey while your Nominated
Vehicle or Trailer is repaired. RACQ will arrange and pay for a
rental vehicle while your Nominated Vehicle is being repaired,
or a rental Trailer if your Trailer is being repaired, up to a
maximum number of days and value per day of:
Nominated Vehicle under repair:
Rental vehicle for up to 12 days, up to $110 per day.
For more information refer to Rental Vehicle on page 16
Trailer under repair:
Rental Trailer for up to 48 hours up to $330 p.a.
For more information refer to Trailer Hire on page 17
Option 3
You choose to travel to your destination or return Home
while your Nominated Vehicle is repaired in the town
closest to the Breakdown. RACQ will arrange and pay for
economy class rail or coach transport for you and up to 5 of
your passengers. RACQ will also pay for the return coach
or rail fare for you, or your nominated driver, to collect the
Nominated Vehicle when it has been repaired.
If you decide to travel by rail or coach, RACQ will also arrange
and pay for accommodation until the next rail or coach service
arrives, up to the maximum number of 6 nights and value of
up to $200 per night.
Option 4
You choose to have your un-repaired Nominated Vehicle
recovered to your destination, Home or chosen repairer.
RACQ will arrange and pay for a car carrier to transport your
Nominated Vehicle to your chosen location. We’ll also arrange
alternative transport and accommodation, where necessary,
for you and your passengers, as outlined in Option 3.
Bonus Caravan and Trailer Recovery with RACQ Ultimate:
For Members who hold an upgrade to RACQ Ultimate,
Recovery also includes Recovery of your Caravan or Trailer.
Where the cost of Recovery exceeds the overall maximum
annual benefit of your upgrade, the Driver will need to pay an
additional fee for the excess Recovery distance.
Please note, the period of time to complete a Recovery may
be dependent on the next available service of a car carrier
travelling between your location and chosen destination.
Please refer to Maximum Benefits on page 18 for the maximum annual
benefits applicable to RACQ Ultimate.
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15
Travel benefits
explained
Accommodation
The maximum allowance per night applies to the accommodation
costs for the room only (meals, mini bar, internet and telephone
expenses are not covered). Accommodation arranged will be
relevant to the number of passengers – for example, singles will
receive a standard single bed room and couples will receive a
standard double bed room. You are not able to upgrade your
accommodation to reach the maximum limit, nor can the benefit
be used towards payment for pre-booked accommodation.
Recovery
Recovery refers to the subsequent transport of your Nominated
Vehicle by car carrier. For Members who hold an upgrade to RACQ
Ultimate, the Recovery benefit also extends to Caravans and Trailers.
Please also note that, for safety reasons, normal transport
industry limitations apply. Recovery depends on the availability of
a suitable car carrier operating within normal industry standards,
and in some Remote Areas this may not be possible. The Driver
will be responsible for payment of all costs associated with sea
crossings or vehicle storage as a result of a Recovery.
For more information refer to Service Exclusions on page 28.
Rental vehicle
This benefit is limited to the availability of a suitable rental vehicle
in the local area, and is subject to any conditions or restrictions
(such as age limitation) imposed by the rental company. RACQ
will pay the daily hire rate, stamp duty, GST and airport tax up to
the maximum daily value applicable to the upgrade you hold. You
are responsible for all the 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 vehicle company. In most
cases, the Driver will be required to provide credit card details
to the rental company for the deposit. In the event that a rental
vehicle is not available, your RACQ Consultant will endeavour to
make alternative arrangements.
Caravan assistance
If your Caravan requires towing following a Breakdown 100km
or more from Home, and RACQ estimates that repairs will take
16
longer than the specified time for the upgrade you hold (more than
24 hours for RACQ Ultimate), your RACQ Consultant will arrange
and RACQ will pay for accommodation, where available, up to the
maximum nights and value per night that applies to your upgrade.
For more information refer to Accommodation on page 16.
Trailer hire
If your Trailer requires towing following a Breakdown 100km or
more from Home, and RACQ estimates that repairs will take
longer than the specified time for the upgrade you hold (more
than 24 hours for RACQ Ultimate), your RACQ Consultant will
arrange and RACQ will pay for a rental Trailer, where available,
including the daily hire rate, stamp duty and GST, up to the
maximum days and value per day applicable to the upgrade
you hold. This benefit is limited to the availability of a suitable
rental Trailer in the local area and is subject to any conditions or
restrictions imposed by the rental company. You are responsible
for incidental costs including the payment of any insurance
excess fee that may apply in the event of a claim, and any
deposit required by the rental company.
Alternative passenger transport
If you choose to continue to your travel destination while your
Nominated Vehicle is recovered to your Home, RACQ will not
cover you for transport, accommodation or any other expense
incurred by you on the return journey home.
Accident and theft assistance
If your Nominated Vehicle is reported stolen to the Police and
has been missing for more than 24 hours, Members who hold
an upgrade to RACQ Ultimate can access the applicable rental
vehicle and accommodation benefits. Accident damaged vehicles
will need to be repaired to a Roadworthy condition before
Recovery benefits will apply.
Urgent spare parts location
If you decide to have your Nominated Vehicle repaired rather
than recovered, and the repairer is experiencing difficulty in
locating and/or obtaining the necessary spare parts, RACQ will
endeavour to assist in locating and transporting these parts
to the repairer. If RACQ can source these spare parts to the
repairer faster than the repairer can order the parts, RACQ will
arrange and pay for the transportation costs. Any parts, labour
or other costs associated with the vehicle repair are at your
own expense. RACQ will not pay for locating and transporting
spare parts for Imported Second Hand Vehicles, however your
RACQ Consultant can put you in contact with a parts supplier.
17
RACQ Ultimate
Conditions
Maximum benefits
For any one or combination of Breakdowns occurring per
Annum, the benefits provided by RACQ applicable to the
upgrade you hold shall not exceed $7000* inc GST p.a.
Driver
To assess eligibility to access travel benefits, an attending
RACQ Contractor will firstly confirm if the following Driver
criteria has been met:
Driver of Nominated Vehicle
• The person claiming benefits was travelling in the
Nominated Vehicle at the time of the Breakdown or
Accident *, and
•
* Including the local and travel annual benefits for Accident and theft assistance
provided under RACQ Ultimate.
In some cases, the Driver may need to pay for the Service and
submit a claim within 90 days to RACQ for reimbursement
up to the limit of the benefit for the upgrade held. In all cases,
benefits of RACQ Ultimate will only be provided if the Driver
meets the eligibility criteria that apply to the Services.
For more information refer to Access to Benefits on page 18
Eligibility
RACQ Ultimate upgrades are available to Members who
have purchased Roadside and nominate a vehicle that is both
registered and in sound mechanical condition. Benefits can
be accessed within Australia on the condition that the RACQ
Roadside Assistance policy is current and any applicable
waiting periods have been served.
To hold an upgrade to RACQ Ultimate, the Member must be
able to provide their current Queensland residential address.
Proof of the Driver’s current residential address will be
required when requesting travel benefits.
For more information, refer to Waiting Periods on page 20 or Access to
Benefits on page 18.
Their current driver licence has been sighted, confirming
that their residential address ~ is greater than 100km from
the Breakdown location
Driver of other vehicle
• The person claiming benefits is the Member who holds
the upgrade to RACQ Ultimate;
•
They were travelling in the vehicle at the time of the
Breakdown or Accident *;
•
The assessment location is greater than 100km from the
Member’s residential address ~ as recorded on:



Their current driver licence, and
Their RACQ membership record
Repair time:
If the attending RACQ Contractor confirms the person
claiming benefits has met the Driver criteria, benefits will
be provided within your remaining entitlements if the repair
time is estimated by the attending RACQ Contractor and/or
qualified repairer to be greater than 24 hours.
~
Where a residential address recorded on a driver licence or the Roadside
Assistance policy is not up to date, or the driver licence was not issued in
Australia, proof of current residential address will be required before eligibility
to access travel benefits can be reassessed (e.g. a telephone or electricity bill
issued in the name of the person claiming).
Access to benefits
The Services applicable to Ultimate will only be provided
where the Nominated Vehicle, Caravan and Trailer is eligible.
For more information refer to Eligible vehicles on page 20 and Eligible
Caravans and Trailers on page 21.
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19
Waiting periods
Following initial receipt of payment for an upgrade to RACQ
Ultimate, a 72-hour waiting period is applied to all Drivers
before applicable benefits can be accessed. Please note,
benefits will not be provided for a problem that pre-existed
or occurred within an applied waiting period.
Standard Roadside cannot be accessed within the first 24
hours after purchasing. If you require standard Roadside within
this time, an additional fee is payable.
Change of Nominated Vehicle
A 72-hour waiting period applies to all RACQ Ultimate
benefits for all Drivers, excluding the Member.
Change of residential address
A 72-hour waiting period applies to all RACQ Ultimate
benefits for all Drivers, unless the Breakdown location
is greater than 100km from both the previous and new
residential address.
It is the Member’s responsibility to inform RACQ
promptly of any change in their details, including changes
in their residential address, Nominated Vehicle and
other relevant particulars. These details may affect
your Roadside Assistance entitlements.
Eligible vehicles
All registered motor vehicles and motorcycles are eligible
for Roadside Assistance under RACQ Ultimate, except for
ineligible vehicles:
Ineligible vehicles
• Trucks, buses, motorised homes and other heavy vehicles
over 4 tonnes GVM*;
• Taxis, limousines and other private rental hire vehicles;
• Rental vehicles;
• Vehicles offered for sale by a licensed motor vehicle dealer;
• Unregistered vehicles or vehicles on a day registration permit;
• Registered and unregistered tractors and farm equipment;
• Vans, utilities and motorcycles used for courier purposes;
• Vehicles being used or tested in preparation for racing,
trial, speed or hill climbing test, or being used on a race
track for any purpose, and:
20
•
Others as determined from time to time. Details are
available from RACQ.
Please note, Fleet options may apply to some of these
categories. Contact 13 1905 for more details.
* Refer to Limited Services on page 30 for vehicle weight, length, width and
height limitations.
Eligible Caravans and Trailers
The Caravan and Trailer benefits set out in this brochure will
apply to any registered Caravan or Trailer towed by your
Nominated Vehicle, with the following exceptions:
Ineligible Caravans and Trailers
• RACQ Ultimate: Caravans or Trailers that exceed 9.7
metres (32 feet) in length (including drawbar), 2.3 metres
(7.5 feet) in width or 4 tonnes GVM;
• Caravans or Trailers that have been involved in an
Accident; however your RACQ Consultant can assist with
these arrangements;
• Caravans used as a permanent place of residence.
Caravan that has been situated at one location for
more than four (4) weeks may be deemed as being a
permanent place of residence;
• Unregistered Caravans or Trailers or those on a day
registration permit;
• Caravans or Trailers that use a fifth-wheel (semi-trailer) hitch;
• Motorised Homes over 4 tonnes GVM; and
• Rental Caravans or Trailers.
* Refer to Service Exclusions on page 28 for weight, width, length
and height limitations.
Motorcycles
Motorcycles requiring roadside assistance Services may
experience delays in some country areas, depending on the
availability of equipment.
Imported Second Hand Vehicles
Benefits are available for Imported Second Hand Vehicles
following a Breakdown, subject to the following:
•
•
Any Recovery benefits are limited to a maximum
annual entitlement of $1100 per annum; and
RACQ will not locate and transport urgent spare parts,
however your RACQ Consultant may put you in contact
with a parts supplier.
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Classic Vehicles
Members who hold an upgrade to RACQ Ultimate can access
benefits for Classic Vehicles following a Breakdown, subject to
the following:
•
•
•
•
•
•
The Classic Vehicle cannot be the Nominated Vehicle;
Any vehicle Recovery benefits are limited to $1100 per Annum*;
The Classic Vehicle must be owned and registered in the
name of the RACQ Member who requires Service in the
Classic Vehicle;
The RACQ Member must be with the Classic Vehicle
when requesting and receiving roadside assistance
Services;
The Classic Vehicle must be Roadworthy; and
RACQ will not locate and transport urgent spare parts for
Classic Vehicles, however your RACQ Consultant may
put you in contact with a parts supplier.
* Recovery is not available for Members at the Gold or Gold50 loyalty level
who do not hold an upgrade to RACQ Ultimate.
Bogged vehicles
If your Nominated Vehicle has become bogged, RACQ will
provide attendance at no charge from the Attending RACQ
Contractor’s Premises to the point of Breakdown to recover
your Nominated Vehicle, where it can be accessed without
leaving a Constructed Road/Driveway. The Special Towing
entitlement applicable to the upgrade you hold may be
accessible if Specialist Equipment and/or additional labour is
required for the Recovery of the Nominated Vehicle, however
size and weight limits may apply for Service at no charge (refer
to Service Exclusions on page 28 for more details).
Recovery of bogged vehicles
Partially flooded vehicles or vehicles that have
been submerged in floodwater
If your Nominated Vehicle has stalled while in or after passing
through water, we will attend within your entitlement where
the Nominated Vehicle can be accessed without leaving a
Constructed Road/Driveway.
If the Nominated Vehicle is found to have ingested water,
you will need to contact your Insurance provider for further
assistance. Should your Nominated Vehicle be submerged by
floodwater, you will need to contact your insurance provider
to arrange recovery.
Home repairs
If you attempt to do mechanical work on your Nominated
Vehicle and it won’t start or operate properly as a result
of these repairs, you are not entitled to assistance for a
Breakdown from RACQ. However, we will provide a tow of
20km in any direction at no charge to a repairer. Vehicle must
be whole and engine not taken apart to receive a 20km tow at
no charge. Any towing above this entitlement must be paid by
the Driver. Members can also access advice at no charge from
RACQ’s Motoring Advice Service, on 1800 623 456 or (07)
3666 9148. This Service operates from 8:00am to 5:00pm
Monday to Friday and from 8:00am to 12:30pm on Saturday.
Pets and livestock
Although most transport companies and many accommodation
properties will not permit pets or livestock, every attempt will
be made to assist you in accommodating and transporting your
pets or livestock. All costs associated with accommodating and
transporting the pets and livestock are payable by the Driver.
If your Nominated Vehicle becomes bogged or disabled on a
beach or in a bushland area, you are not entitled to roadside
assistance Services at no charge. If you find yourself in this
situation, you can still call RACQ on 13 1111 and we can refer
you to the local RACQ Contractor.
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Non-serviced or Remote Areas
RACQ’s ability to provide assistance is governed by the resources
available in the area of the Breakdown. In some cases, the Driver
may need to pay for the Service cost and apply to RACQ for
reimbursement up to the limit of the entitlement.
If for any reason an RACQ Contractor in a country area is
unable to respond to your call, or if you are in a locality where
there is no RACQ Contractor, then call any nearby garage,
pay their charges and apply to the Club for consideration of
an ex-gratia payment up to the maximum annual entitlement
applicable to the upgrade you hold.
In the event that your Nominated Vehicle breaks down
interstate, you may only receive towing at no charge to the
entitlements of the Reciprocal Club’s basic Roadside Assistance
option. In this case, you may be required to pay the extra
towing up front and seek reimbursement up to the towing
entitlements applicable to the upgrade you hold from RACQ
when you return to Queensland with the original receipts.
Receipts should be presented within 90 days of the Breakdown.
Please refer to Reimbursements on page 26 for more details
Water crossings: islands and inland rivers
and creeks
RACQ will provide roadside assistance Services on selected islands
only. For a list of current islands, please contact RACQ on 13 1111.
RACQ will provide roadside assistance Services to the following
locations within mainland Queensland where rivers need to be
crossed; Jardine, Daintree and Bloomfield.
In providing roadside assistance Services to you, RACQ or an
RACQ Contractor may need to travel by ferry, barge or boat to
reach the Breakdown site and, if towing is required, to return
your Nominated Vehicle to your end destination (e.g. mainland
Queensland or another location in Queensland only accessible by
ferry or boat). These costs are payable by the Driver, including any
costs incurred by RACQ or an RACQ Contractor to access the
Breakdown location.
Where known, costs that may be payable by the Driver following a
request for roadside assistance Services that require a ferry or boat
for RACQ or RACQ Contractors to access the Breakdown location
will be discussed with the Driver at the time of requesting roadside
assistance Services. If you break down in a location or on an
island where RACQ or RACQ Contractors are unable to provide
roadside assistance Services, RACQ may be able to refer you to
local service providers.
Liability
Except for any liability which arises where roadside assistance
Services and/or towing are being provided in accordance with
the conditions outlined in this brochure, RACQ and RACQ
Contractors accept no responsibility for damage to Nominated
Vehicles, Caravans, Trailers, other Vehicles or property. In addition,
no responsibility will be accepted for any loss of income or any loss
or damage arising from the inability to provide Services.
Safe provision of Roadside Assistance
RACQ is committed to providing safe and efficient roadside
assistance to all Members following a breakdown. We also rely
on our Members to be aware of their surroundings and take
measures to ensure their personal safety. Due to the nature
and location of some Breakdowns, your vehicle may need to be
towed to a safe location before an RACQ Contractor can assess
it. It is important to listen to and be guided by this person to
ensure the safety of you and any passengers.
RACQ, at its sole discretion, reserves the right not to 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.
If towing is needed to transport your Nominated Vehicle and/
or Caravan to mainland Queensland, or another location in
Queensland only accessible by ferry or boat, you are responsible
for any ferry, boat or other transportation costs for the tow vehicle
and your Nominated Vehicle and/or Caravan requiring towing.
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Refusal of Service
RACQ, at its sole discretion, reserves the right not to provide
roadside assistance Services in any situation.
General
RACQ reserves the right to decline any Roadside Assistance
application or renewal to RACQ Roadside Assistance at any time.
This includes decisions regarding any transportation, Recovery and
accommodation benefits.
In all instances, our ability to provide assistance is governed by the
resources available in the area of Breakdown. Even so, your RACQ
Consultant will make every endeavour to assist.
RACQ accepts no responsibility for damage to vehicles and
property whilst in the care of the RACQ or RACQ Contractor.
No responsibility or liability is accepted for any loss of income or
any other expenses or damage that may be incurred through the
inability to provide the Services.
Insurance coverage cost and risk are entirely your responsibility
in all circumstances, and you agree to indemnify the RACQ and
RACQ Contractor against any loss, damage or claims.
include all relevant details, accompanied by the original receipt
covering payment, be signed by you and submitted within 90
days of the call for Service. This correspondence can be addressed to:
RACQ Road Service Manager, PO Box 4, Springwood QLD 4127.
Excess Use
When roadside assistance is requested more frequently than
RACQ considers reasonable, you may be requested to ensure that
any vehicles requiring assistance are placed in sound mechanical
and Roadworthy condition and, until this has been done, any
further requests for Service at no charge may be refused or Service
provided for a fee.
For more information, visit our website at racq.com/excessuse
Fees and charges
For more information about the fees mentioned in this document,
please refer to racq.com/fees
Merchant fees and road tolls
In the provision of your entitlements by RACQ or an RACQ
Contractor, you or the Driver will not be charged merchant fees,
credit card surcharges or road tolls. This does not apply when
RACQ or an RACQ Contractor provides services outside your
entitlements.
Extra costs for transport from an RACQ Contractor depot or
repairer to motel premises, rental vehicle depot or other locations
will be your responsibility.
RACQ Roadside Assistance benefits will not be provided to any
person driving a Nominated Vehicle which is not Roadworthy and
fully registered at the time of the Breakdown or Accident, giving
rise to a claim for benefits (day permits are not acceptable).
Fees and reimbursements
Refund policy
Fees paid to RACQ and any contractors are not refundable other
than for consideration of a roadside assistance call reimbursement.
No refunds will ordinarily be given on an unexpired Roadside
Assistance policy.
Reimbursements
Where payment is made for Roadside Assistance in excess of or
in lieu of your entitlement under these regulations, and you feel
extenuating circumstances exist, you may apply to RACQ for
consideration of an ex-gratia payment. Your application should
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27
Service exclusions
While RACQ will endeavour to assist you in all circumstances,
please be aware Service does not include:
•
•
•
•
28
Provision of the standard Roadside level of Roadside
Assistance within a period of 24 hours from your
application to join RACQ, unless waived by the Club’s
applicable service fee;
Provision of extended local and travel benefits applicable
to the RACQ Ultimate level of Roadside Assistance
within 72 hours of initial receipt of the applicable upgrade
subscription fee. Waiting periods may apply to some
or all Drivers when changing the residential address or
when changing the Nominated Vehicle. Please refer to
Waiting Periods, page 20;
Caravan Towing & Recovery (RACQ Ultimate only)
where the weight of the Caravan or Trailer exceeds
4.0 tonnes GVM loaded or unloaded and/or where the
length of the Caravan or Trailer exceeds 9.7 metres (32
feet) in length (including drawbar) and 2.3 metres (7.5
feet) in width;
Attendance and/or towing where the Nominated Vehicle,
Caravan or Trailer has broken down on a Constructed
Road/ Driveway that is inaccessible under all weather
conditions by a two-wheel-drive vehicle. However, your
RACQ Consultant can assist with these arrangements;
the Special Towing entitlement may be accessible in this
situation;
•
The removal of glass or towing associated with broken
windscreens or windows. Should you ask for RACQ or
an RACQ Contractor to render such work, it will be at
your expense;
•
Attendance by an RACQ Contractor when your
Nominated Vehicle is under repair, at an RACQ
Contractor’s premises, motor garage or service station or
any other place where repair facilities are available;
•
Attendance and/or towing for unregistered vehicles,
vehicles under repair, or vehicles on a day registration
permit;
•
Responsibility for the supply of spare parts and/or tyres;
•
Maintenance repairs or general mechanical repairs;
•
Attendance and/or towing for a vehicle in the event of
lost or stolen keys or unserviceable/damaged steering
locks;
•
Transport of passengers beyond the safe carrying capacity
of the vehicle, as per Queensland legislation. However,
RACQ may be able to arrange a taxi within the Taxi
Entitlement applicable to your upgrade;
•
Temporary repairs to steering, brakes or other safety
components. In such cases, Service will be extended to
towing the Nominated Vehicle to a place of repair within
the distance entitlements applicable to the upgrade you
hold. Anything in excess of that distance will be charged
to the Driver;
•
Towing when your Caravan or Trailer’s Running Gear is
not in a serviceable condition;
•
•
Attendance and/or towing or Recovery for a Nominated
Vehicle, Caravan or Trailer following damage of any type,
including fire or theft, which is, or could have been,
covered by a motor vehicle insurance policy;
Any additional tow or service attendance in connection
with the one Breakdown, excluding the RACQ Ultimate,
Gold and Gold50 member entitlement of a second tow
at no charge up to 20km;
•
•
Attendance and/or towing for a Nominated Vehicle,
Caravan or Trailer that has been involved in an Accident.
However, your RACQ Consultant can assist with these
arrangements; note that the Special Towing benefit does
not apply for Nominated Vehicles, Caravans or Trailers
that have been involved in an Accident. Please refer to
Special Towing, page 10;
Bogging recovery not within reasonable reach of
a Constructed Road/Driveway, or where Special
Equipment and/ or procedures are required; and
•
Transport of pets or livestock. This is the responsibility
of the Member or Driver.
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Limited Services
Limited Services apply for vehicles where the weight of the
Nominated Vehicle exceeds 3.0 tonnes GVM loaded or
unloaded and/or where it exceeds 5.5 metres (18 feet) in
length and/ 2.3 metres (7.5 feet) in width or 2.0 metres in
height. Services are limited as follows:
•
No towing entitlement. RACQ will endeavour to arrange
towing subject to tow truck availability, this will be at the
Member’s expense.
•
Batteries cannot be serviced or fitted to motor homes
where there is limited access to the battery or substantial
removal of vehicle panels is required
•
Jump starts may be provided, up to 24-volt boost start
only, providing only one battery is unserviceable
•
Lockout assistance may be limited for some light
commercial vehicles
•
Wheel changing assistance may be provided if the
vehicle’s jack and wheel nut spanner are provided.
Where the weight of the wheel and tyre assembly is
beyond the safe lifting capacity of a single person, a
service fee for additional assistance may be charged
Your Special Towing entitlement may be accessible for
Nominated Vehicles between 3.0 and 4.0 tonnes GVM.
Please refer to page 10.
Note: The decision as to whether services can be provided
will be at the discretion of the RACQ consultant or the
attending RACQ representative.
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These definitions are used throughout this
brochure and apply to your entitlements:
Accident: Damage to a vehicle of any type which is, or could have
been, covered by a motor vehicle insurance policy.
Attending RACQ Contractor’s Premises: The location where
the RACQ Contractor providing the requested Services operates
their business.
Annum: RACQ Roadside Assistance subscription year.
Breakdown: When your Nominated Vehicle is immobilised due to
mechanical or electrical fault, not including an Incident.
Caravan: A two, four, or six-wheeled registered vehicle that is
towed by your Nominated Vehicle, and includes a pop top or
camper Trailer. Caravans that are not eligible for roadside assistance
are detailed on page 21.
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 person (including a Member) who is travelling in the
Nominated Vehicle and who requests roadside assistance following
a Breakdown.
free2go Program: A youth program that offers discounted
Roadside Assistance and Roadside Assistance at no charge to
Queensland residents aged 16, 17, 18 or 19 years, and to students
completing Year 11 and Year 12 at a Queensland school as
published by the Department of Education.
Home: Your principal place of residence. It is your responsibility to
inform us of your correct residential address. Proof of this may be
required at the time of claiming benefits. If you reside at a location
for four weeks or more, this may be classified as your permanent
place of residence.
Imported Second Hand Vehicle: Vehicles that are sold new
outside Australia and imported, either privately or commercially,
then purchased again (‘second hand’) in Australia.
Incident: An event whereby a vehicle cannot be made mobile due
to Accident, theft or vandalism.
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Intermediate Location: A location along the most direct route from
a Breakdown site to the Attending RACQ Contractor’s Premises.
Limited Services: An entitlement that is limited due to a vehicle’s
weight, height, length or width.
Member: A person or business that holds Membership in RACQ.
Membership: Represents a Member’s stakeholding in RACQ.
Entitles the Member to the rights and benefits of RACQ.
Nominated Vehicle: Any eligible registered motor vehicle or
motorcycle with registration details listed with RACQ. Vehicles that
are not eligible for roadside assistance are detailed on page 20. A
Nominated Vehicle, for the purposes of this brochure, also includes
any eligible motor vehicle or motorcycle driven by a Member who
is eligible to receive Personal Roadside Assistance. However, for the
purpose of the RACQ Ultimate Front Windscreen Chip or Crack
Repair benefit, the Nominated Vehicle is only the registered motor
vehicle or motorcycle with registration details listed with RACQ.
Personal Roadside Assistance: Members who have purchased
upgrades to RACQ Ultimate or Ultra Care, or who hold a Gold or
Gold50 loyalty level, or who are in the second year of the free2go
Program, receive roadside assistance following a Breakdown in
any eligible vehicle they are driving. Vehicles that are not eligible
for roadside assistance are detailed on page 20. If a Member is
entitled to Personal Roadside Assistance in an eligible vehicle other
than the one with registration details listed with RACQ, they must
be with the vehicle when the vehicle breaks down, and in some
circumstances, may be required to provide proof of identity before
Service is provided. For the avoidance of doubt, assistance will not
be provided where the Member was not travelling in the eligible
vehicle at the time it broke down. If a Member does not hold an
upgrade to RACQ Ultimate or Ultra Care, then roadside assistance
for a vehicle other than the Nominated Vehicle is provided at the
Roadside level.
RACQ Consultant: A person engaged by RACQ who is
empowered to arrange and assist in the provision of the Services.
RACQ Contractor: A person engaged by RACQ to
provide Services.
RACQ Ultimate: An upgrade to Roadside Assistance above the
standard Roadside level, and provided to you in the event that your
Nominated Vehicle breaks down.
33
Reciprocal: Under a Reciprocal agreement a Member or Driver
will receive the entitlements that an interstate Automobile
Club/Association would normally provide to their Members.
Entitlements will vary from state to state.
Recovery: The transport of your Nominated Vehicle to another
location using a conventional car carrier. For Members who hold
an upgrade to RACQ Ultimate, the Recovery benefit extends to
Caravans and Trailers.
Remote Area: Any area where roadside assistance cannot be
provided from an RACQ Contractor or contractor affiliated to an
interstate Automobile Club/Association.
Roadside: The standard level of Roadside Assistance provided to
you in the event that your nominated 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 roadside assistance
Services and 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 to a Driver request where the Nominated
Vehicle or any eligible vehicle has suffered a Breakdown, or any
one or more of the other Services outlined in this document. All
Services are subject to confirmation and validation. Please refer to
Service Exclusions on pages 28-29 for Services not provided under
RACQ Ultimate, Ultra Care and Plus Care.
Specialist Equipment: Equipment not normally operated by
or made available to an RACQ Contractor, or equipment normally
operated by an RACQ Contractor where the use, or method
of use, is not normally associated with the provision of roadside
assistance Services.
Trailer: A two, four, or six-wheeled registered boat, horse or
dog Trailer or any other type of Trailer towed by your Nominated
Vehicle. Trailers that are not eligible for roadside assistance are
detailed on page 21.
Ultra Care: An upgrade to Roadside Assistance above the standard
Roadside level, and provided to you in the event that your
Nominated Vehicle breaks down.
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35
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37
Replacement stickers are available from any RACQ store.
This sticker is provided for your assistance and can be attached
to your Nominated Vehicle.
Requesting Roadside
Assistance
In some circumstances you may need to produce personal
identification or a current driver’s licence before Service is
provided.
When contacting us to request assistance, there are a few
things you can do to help us provide you with Service as soon
as possible:
If you’ve moved to Queensland and are a member of an
Affiliated Automobile Club, transferring to RACQ is another
great move. You’ll access all the benefits enjoyed by RACQ
members, and we’ll also:
•
Have your details ready, including the make, model and
registration details for your vehicle;
•
Find your Membership card in case you need to provide
your card number;
•
Look around and confirm your location. Find the nearest
street corner or a landmark that we can use to determine
where you are; and
•
If possible, provide a contact number such as the mobile
number of the Driver or passenger with the vehicle.
New to Queensland?
•
Transfer your unexpired, basic level roadside assistance.
•
Transfer all your current and continuous years of
membership accrued with your existing Club.
Once you have all this information, call RACQ for roadside
assistance on 1800 680 062.
You can also use RACQ’s mobile services App to request roadside
assistance. Download the App by scanning the QR code on the
back page of this booklet or visit racq.com/mobile.
It’s a very handy resource if you aren’t sure where you are!
Hearing impaired Members can 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 contact
RACQ on the following numbers for roadside assistance:
•
TTY 07 3248 2074 or TTY 1800 623 101
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 Contractor arrives, they will wait only a short period
before proceeding to the next job.
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Contact Us
For further information or assistance contact us 24 hours
every day on 13 1905, visit racq.com or speak to one of
our friendly staff at your local RACQ store.
You can now request roadside assistance, plan your next road
trip and find great member discounts on the RACQ Mobile
App. To download the App, scan the QR Code below or go
to racq.com/mobile.
in store racq.com
24 hours every day
The Royal Automobile Club of Queensland Limited ABN 72 009 660 575
RACQ Insurance Limited ABN 50 009 704 152
40
2649 Logan Road, Eight Mile Plains, Qld 4113
KIT07 11/15
13 1905