RACQ Plus Care

Plus Care
Welcome to
Plus Care
It’s great to have you on board! In choosing RACQ for Roadside
Assistance, you’ve joined more than a million people in Queensland
who count on RACQ for help, day and night. Everything you need to
know about the benefits of Plus Care is included within this brochure.
RACQ Membership
Purchasing Roadside Assistance is one of the many ways you can
become a member. Membership is our way of recognising your
commitment to RACQ.
Whether you were already a Member when you purchased Plus
Care 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.
About RACQ
Formed in 1905 with 12 members, RACQ has grown to become
Queensland’s peak motoring organisation. Our iconic patrols first
took to the streets in 1925, and have since provided roadside
assistance to more than 25 million people.
RACQ is a mutual organisation, owned by its members and
operated entirely for their benefit. Every day, we look for new ways
to streamline and simplify life for members, through world-class
roadside assistance, and other essential Services.
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Contents
Plus Care Conditions
Fees & Reimbursements
6
Summary8
Eligibility
Who’s covered?
Benefits9
Roadside Assistance
11
Entitlements
Local Benefits 11
Mechanical or Electrical Breakdown
Towing
Special Towing
Taxi
Emergency Fuel
Lockout
Emergency Locksmith Assistance
Wheel Changing
Bogged Vehicle
Partially Flooded Vehicles
RACQ Help Line
Emergency Message Facility
Caravans & Trailers
26
Refund Policy
Reimbursements
Excess Use
Fees and Charges
Merchant Fees and Road Tolls
Roadside Assistance Premium Protection
27
Plus Care
Ultra Care
RACQ Ultimate
Helpful tips for RACQ members
29
Broken windscreens
RACQ insurance claim
Definitions30
Requesting roadside assistance
Contact us
35
Back page
15
Mechanical or Electrical Breakdown
Towing
Special Towing
Emergency Locksmith Assistance
Accommodation
Travel Benefits
16
Accommodation
Rental Vehicle
Alternative Passenger Transport
Vehicle Recovery
Urgent Spare Parts
Trailer Hire
Conditions for Roadside Assistance
21
Eligible Vehicles
Ineligible Vehicles
Eligible Caravans & Trailers
Ineligible Caravans & Trailers
Non Serviced or Remote Areas
Service Deposit
Liability
Refusal of Service
Service Exclusions
Limited Services
Home Repairs
Recovery of Vehicles
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Plus Care Conditions
1. Maximum benefits
6.Towing
The value of the benefits provided to you under any option or combination thereof
shall not exceed $1100 including GST for any one Breakdown or a combination of
Breakdowns occurring per Annum.
Plus Care does not include any expenses incurred in the towing of Nominated
Vehicle, including Caravans and Trailers, beyond the specific distance limitations
(50km in any direction from the point of Breakdown or up to 100km to RACQ
Contractor’s Premises). Towing at no charge does not apply in the event of an
Accident or the theft of your Nominated Vehicle. In the event that your Nominated
Vehicle breaks down on a road or driveway which is inaccessible under all weather
conditions by a two-wheel-drive vehicle you may be required to contribute to
towing costs.
Plus Care maximum annual benefits of $1100 including GST are doubled for Gold
and Gold50 loyalty Members, taking them to $2200 per Annum, however stated
limits per individual entitlements are not doubled. Loyalty level benefits are limited
to one nominated vehicle per Membership.
In all cases Plus Care benefits only apply to the Driver of your Nominated Vehicle
and up to four passengers travelling in your Nominated Vehicle at the time of the
Breakdown. In all cases, benefits of Plus Care will only be provided to a Driver of
your Nominated Vehicle if the Driver is a permanent resident of Australia. In some
cases the Driver may need to pay for the Service and claim for reimbursement up
to the limit of the benefit.
2. Eligibility and Access to Benefits
Travel benefits are only available provided that the Nominated Vehicle or Caravan /
Trailer is located 100km or more from your principal place of residence and cannot
be repaired in the period as assessed by the RACQ and the RACQ Contractor
or qualified repairer or by any affiliated Australian State Automobile Club or
Association, to be 48 hours or longer. Nominated Vehicles must be at a place of
repair before travel benefits can be arranged.
Plus Care benefits do not apply as a result of your Nominated Vehicle needing
Service after being involved in an Accident or if it is stolen, irrespective of whether
it is insured or not.
3. Emergency Fuel Delivery
If your Nominated Vehicle accidentally runs out of fuel, we will provide petrol
or diesel, up to the maximum annual entitlement of $30, at no charge. Fuel
entitlements will be delivered only in increments sufficient to allow your Nominated
Vehicle to be driven to the nearest petrol station. The annual entitlement will not
be delivered in a single instance. This benefit does not apply if the Nominated
Vehicle is at a service station. In circumstances beyond RACQ’s control – such as a
fuel strike – RACQ may be unable to provide this benefit.
4. Emergency Locksmith Assistance
Where possible, your RACQ Consultant will organise and we will pay up to a
maximum annual entitlement of $110 for a locksmith to provide one ignition /
door entry key to mobilise the Nominated Vehicle. Where the 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, door
locks or keys is not covered. In the case of a lockout of your Caravan, this benefit
will cover the cost of a locksmith gaining entry to your Caravan or providing a new
door entry key up to the value of $110 per Annum.
5.Taxi
If the Nominated Vehicle needs to be towed following a Breakdown, your RACQ
Consultant will arrange and we will pay for one taxi to transport you and your
passengers to your destination. Taxi services will generally be available only
in metropolitan areas or country regional centres. The maximum annual taxi
entitlement is $27. Every attempt will be made to make taxi arrangements as
required, however in some cases taxi Services may not be available.
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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 your entitled Plus Care towing
limits from RACQ when you return to Queensland with the original receipts.
7. Special Towing
Where towing Services cannot be provided due to the inaccessibility of your
Nominated Vehicle, or the need for special equipment exceeds the limits of
entitlements, RACQ will pay a maximum annual entitlement of $110 for these
additional Services. This benefit does not apply in the event of an Accident or theft
of your Nominated Vehicle, Caravan or Trailer, or for vehicles over 4 tonnes GVM.
8.Pets
Although most transport companies and many accommodation properties will
not permit pets, every attempt will be made to assist you in accommodating and
transporting your pet. All costs are payable by you.
9. Legal Representation
This benefit is limited to legal advice associated with the use and ownership of
a motor vehicle. It is the Member’s responsibility to contact and consult their
legal representative.
10. General
RACQ reserves the right to decline any application or renewal to Plus Care at
any time.
The decisions regarding transportation, Recovery and accommodation are at the
discretion of your RACQ Consultant.
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 listed in this brochure.
Insurance coverage cost and risk are entirely your responsibility in all circumstances
and you agree to indemnify the RACQ, any affiliated Australian State Automobile Club
or Association, RACQ Contractor or repairer, against any loss, damage or claims.
Extra costs for transport from an RACQ Contractor or affiliated Australian State
Automobile Club or Association depot, or repairer to motel premises, rental
Vehicle depot or other locations will be your responsibility.
Plus Care benefits will not be provided to any person driving a vehicle which is not
Roadworthy or fully registered at the time of the Incident giving rise to a claim for
benefits (day permits are not acceptable).
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Summary
Plus Care could save you up to $1100 per Annum in assistance
benefits following a Breakdown whether you’re travelling locally
or further from home.
Eligibility
Local & travel benefits
Local Benefits
24-Hour Roadside
Assistance
- Included, up to 100km
Towing after
a Breakdown
Plus Care is available only to Members who provide details
of their Queensland driver licence and are permanent residents
of Queensland.
- u p to 50km in any direction
- u p to 100km to the Attending RACQ
Contractor’s Premises
Special Towing after
a Breakdown
- R ACQ arranges & pays (up to $110 p.a.)
Who’s Covered?
Taxi after towing
- R ACQ arranges & pays (up to $27 p.a.)
Legal Representation
- Member pays (RACQ assists)
Emergency Fuel
- R ACQ arranges & pays (up to $30 p.a.)
Emergency Message Facility
- RACQ arranges
Emergency Locksmith
Assistance
- RACQ arranges & pays (up to $110 p.a.)
Rental Vehicle after towing
- Member pays (RACQ arranges)
Caravan & Trailer
Assistance
- RACQ arranges & pays
Plus Care is available as an upgrade option only to those Members
eligible for Roadside, on the condition that the Nominated Vehicle
is both registered and in sound mechanical condition.
Following a Breakdown, roadside assistance will be provided to the
Driver of the Nominated Vehicle who is a permanent resident of
Australia. Roadside Assistance entitlement and vehicle details will be
verified by RACQ at the time assistance is requested.
A 24 hour waiting period will apply following receipt of your Plus
Care subscription fees before standard Roadside Assistance can
be provided.
A 72 hour waiting period will apply before travel benefits can be
provided in these situations:
• Following initial receipt of your Plus Care subscription fees;
Travel Benefits
• Changing your residential address; and
Available when 100km or more from Home and repairs are estimated by
RACQ to take longer than 48 hrs
• Changing your Nominated Vehicle.
It is the Member’s responsibility to inform RACQ promptly of any
change in details – such as residential address, vehicle registration
and other relevant particulars – as these may affect your entitlements.
Members who hold RACQ Roadside Assistance and are at the
Gold or Gold50 loyalty level, Members in the second year of the
free2go program and Members who have purchased upgrades to
Ultra Care or RACQ Ultimate are entitled to roadside assistance in
any eligible vehicle they drive. The Member (cardholder) entitled to
Personal Roadside Assistance must be with the Nominated Vehicle
when roadside assistance is requested and provided. In some
circumstances, production of a current Australian driver licence may
be required before Service is provided.
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Plus Care
Accommodation
- RACQ arranges & pays (up to 5 nights)
Rental Vehicle
- RACQ arranges & pays (up to 5 days)
Alternative Passenger
Transport
- RACQ arranges & pays
Vehicle Recovery
- RACQ arranges & pays
Urgent Spare Parts Location
- Member pays (RACQ arranges)
Caravan & Trailer travel
Assistance
- R ACQ arranges & pays
(Accommodation & Trailer Hire benefits)
Accident & Theft Assistance
- Member pays (RACQ arranges)
If RACQ permits two or more benefits to be combined in relation to any one
Breakdown, the limits of the individual benefits may be reduced.
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Roadside Assistance
The Roadside Assistance entitlements described in this brochure
are those available under Plus Care. Additional entitlements may be
available to Members who have purchased upgrades to Ultra Care
or RACQ Ultimate. For details of these higher levels, please see the
Roadside Assistance Premium Protection brochure.
Entitlements
This section explains how we can help when you have problems on
the road. Please take a few minutes to familiarise yourself with your
Roadside Assistance entitlements and conditions of Plus Care.
We’re here to help you when your car
breaks down
When your Nominated Vehicle won’t go or stops due to mechanical
or electrical problems, we will try to get it mobile again. If we can’t,
we’ll have it towed within your entitlements. From that point any
repairs are at your discretion and cost.
An important point to note is that Roadside Assistance does not
cover you in the event of an Accident and is not a substitute for
motor vehicle insurance. Nevertheless, in the event of a an Accident,
we can assist you via the RACQ Help Line, where our RACQ
Consultants will provide immediate advice on what actions to take,
arrange for a tow (at either your cost or the cost of your insurance
company) where necessary and relay urgent messages for you.
If your Nominated Vehicle does break down, don’t worry, all you
have to do is call us on 13 1111. What’s more, if you break down
more than 100km from Home and RACQ estimates that repairs will
take longer than 48 hours, your RACQ Consultant can also arrange
accommodation or alternative transport within your entitlements.
Wherever you travel in Australia, our extensive network of RACQ
consultants, contractors in Queensland, and nationwide through
Reciprocal arrangements with our affiliated Australian State
Automobile Clubs, means help is just a phone call away. So whenever
you need assistance, on the road or at Home, we’re on call for you.
Members who hold RACQ Roadside Assistance and are at the Gold
or Gold50 loyalty level, Members in the second year of their free2go
program and Members who have purchased Ultra Care or RACQ
Ultimate are entitled to roadside assistance in any eligible vehicle
they drive. The Member (cardholder) entitled to Personal Roadside
Assistance must be with the vehicle when Service is provided.
In some circumstances, production of a current driver licence may
be required before Service is provided.
Local Benefits
for everyday use
Mechanical or Electrical Breakdown
Roadside Assistance is provided to your Nominated Vehicle, from the
Attending RACQ Contractor’s Premises to the point of Breakdown,
up to 100km, at no charge. Should you break down in a more
Remote Area, an additional fee may be charged. In the event of
a flat battery, a jump-start may be provided, and when required
a replacement battery can be made available at the Driver’s cost,
subject to availability.
Towing
Towing is provided up to 50km in any direction from the point of
Breakdown, or up to 100km to the Attending RACQ Contractor’s
Premises or Intermediate Location en route at no charge. Any towing
over this limit will be at the Driver’s expense. The entitlement is for
one tow per Breakdown at no charge. Note: Vehicle weight, height
and width limits apply. Refer to page 24.
Towing at no charge is not available after an Accident or theft of your
Nominated Vehicle; however your RACQ Consultant can assist with
these arrangements.
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Special Towing
RACQ will arrange and pay up to $110 per Annum for the cost
of special towing equipment and labour needed to recover your
Nominated Vehicle, Caravan or Trailer from difficult conditions, such
as a badly bogged vehicle. Any costs above this limit are payable by
the Driver.
Special towing entitlements can be used in situations where the
weight of the vehicle that requires towing is between 3.0 and 4.0
tonnes GVM.
Please note that special towing benefits do not apply in the event
of an Accident, theft or impact damage.
Taxi
If your Nominated Vehicle requires towing after a Breakdown,
where available RACQ will arrange and pay up to $27 per Annum
for a taxi to take you and your passengers to your destination.
Emergency Fuel
When your Nominated Vehicle accidentally runs out of fuel, RACQ
can deliver unleaded petrol or diesel up to 100km from the Attending
RACQ Contractor’s Premises. RACQ will provide sufficient fuel to
enable the Nominated Vehicle to be driven to the nearest fuel station
up to $30 per Annum.
Lockout
RACQ will provide Attendance up to 100km from the Attending
RACQ Contractor’s Premises to open your Nominated Vehicle when
the keys are locked inside it, at no charge.
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 minor damage that may occur.
Emergency Locksmith Assistance
If the keys to your Nominated Vehicle are lost or damaged,
RACQ will arrange and pay up to $110 per Annum for parts
and labour required for a replacement ignition / door entry key.
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Wheel Changing
RACQ will provide attendance up to 100km from the Attending
RACQ Contractor’s Premises to replace a faulty tyre / wheel with
your Nominated Vehicle’s Roadworthy spare, at no charge.
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.
Bogged Vehicle
RACQ will provide attendance up to 100km from the Attending
RACQ Contractor’s Premises to recover your Nominated Vehicle,
where it can be accessed without leaving a Constructed Road /
Driveway at no charge. RACQ will cover costs up to $110 per
Annum for any Specialist Equipment and / or additional labour
required for the Recovery of the vehicle, however size and weight
limits may apply for Service at no charge (see page 24 for more
details). Vehicles over 3.0 tonnes may attract an additional charge.
If your Nominated Vehicle breaks down while towing a Caravan or
Trailer, RACQ will provide towing for the Caravan or Trailer under
the same towing conditions, at no charge.
Mechanical or Electrical Breakdown
RACQ will provide minor repairs and / or adjustments to your
Caravan or Trailer up to 100km from the Attending RACQ
Contractor’s Premises, at no charge.
Towing
Partially Flooded Vehicles or Vehicles that have
been submerged in flood water
If your Caravan or Trailer suffers a Breakdown, it will be towed up to
50km in any direction from the point of Breakdown, or up to 100km
to return to the Attending RACQ Contractor’s Premises. In the
event your Caravan or Trailer is still mobile, you may wish to have it
transported to another location en-route to the RACQ Contractor’s
premises, such as a nearby tourist park. The entitlement is for one tow
per Breakdown at no charge.
If your Nominated Vehicle has stalled while in or after passing
through water, RACQ will provide attendance up to 100km from
the Attending RACQ Contractor’s Premises to recover your vehicle,
where it can be accessed without leaving a Constructed Road /
Driveway, at no charge.
Your Caravan or Trailer’s Running Gear must be in a serviceable
condition for towing of a Caravan or Trailer to be undertaken.
Where the Caravan or Trailer requires Specialist Equipment or
where excess distance beyond the entitlement applies, any additional
cost is borne by the Driver.
If the Nominated Vehicle is subsequently found to have ingested
water, you will need to contact your Insurance provider for further
assistance. In addition, should your Nominated Vehicle be submerged
by flood water, you will need to contact your insurance provider to
arrange Recovery.
Special Towing
RACQ Help Line
If your Nominated Vehicle cannot be mobilised at the roadside or if it
is involved in an Accident, call 13 1111 and an RACQ Consultant can
arrange at your request, a tow, a taxi, hire car or accommodation at
your cost.
Emergency Message Facility
At any time following a Breakdown, we will relay any urgent
messages to save family and friends worrying – or business
colleagues waiting. Whether you need to call your office or home,
our Emergency Message Facility will save you the trouble – and
the worry!
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Caravans & Trailers
RACQ will arrange and pay up to $110 per Annum for the cost
of special towing equipment and labour following a Breakdown.
Special towing equipment, such as a winch, may be required in
the event of a broken axle or to retrieve your Caravan or Trailer
from bogged conditions. Any costs above this limit are payable by
the Driver.
Emergency Locksmith Assistance
If your keys are damaged or lost, RACQ will arrange to pay up to
$110 per Annum for labour and / or parts required to gain entry
to your Caravan or for a replacement door entry key.
Accommodation
Whilst your Caravan or Trailer is under repair following a Breakdown
100km or more from Home, accommodation will be provided for you
and up to four passengers for up to five nights, up to $110 per night.
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Plus Care offers a range of travel benefits;
you may choose one of the following options:
Option 1
You choose to wait at the repair location while your Nominated
Vehicle is repaired.
RACQ will arrange and pay for a rental vehicle for up to three
days to the value of $100 per day, and up to three nights
accommodation to the value of $110 per night, or up to five
nights without a rental Vehicle.
Option 2
You choose to continue your journey while your Nominated
Vehicle is repaired.
RACQ will arrange and pay for a rental vehicle for up to five
consecutive days, to the value of $100 per day while your
Nominated Vehicle is repaired.
Option 3
You choose to travel to your destination or return Home while
your Nominated Vehicle is repaired in the town nearest the scene
of the Breakdown.
RACQ will arrange and pay for economy class rail or coach
transport for you and up to four passengers. RACQ will also pay
for the return coach or rail fare for you, or your nominated driver,
to collect the vehicle when it has been repaired.
Travel Benefits
When you are 100km or more from home
Travel benefits apply in the event of a mechanical or electrical
Breakdown occurring 100km or more from your residential address,
where repairs are estimated by RACQ to take more than 48 hours.
Benefits are provided to the Member or Driver of the Nominated
Vehicle who is a permanent resident of Australia. The driver of the
Nominated Vehicle may be required to show a current Australian
driver licence or proof of Australian residency at the time of
claiming benefits.
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 and for economy
class coach or rail transport for you and up to four passengers,
to your Home or intended destination. The cost for Caravan /
Trailer Recovery or the transportation of any additional passengers
must be paid by the Driver.
All benefits provided will be at the direction of your RACQ
Consultant, and all benefits will be subject to local availability.
Some Remote Area restrictions may apply.
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Travel Benefits
Explained
Accommodation
A maximum allowance of $110 per night applies to the accommodation
costs (room only, meals and telephone expenses are not covered).
Accommodation arranged will be relevant to the number of passengers
– for example, singles will receive a standard double room and couples
will receive a standard double room. You are not able to upgrade your
accommodation to reach the $110 limit, nor will this be contributed to
payment for pre-booked accommodation.
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 and GST up to $100 per day. 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 the event that a rental vehicle is not available, your
RACQ Consultant will endeavour to make alternative arrangements.
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.
Vehicle Recovery
Recovery refers to the subsequent transport of your Nominated
Vehicle, normally by car carrier. This is provided only after the vehicle
has been towed from the point of Breakdown to a place of repair for
assessment. Please note that Caravans / Trailers are not covered by this
entitlement under Plus Care. When you choose to have your vehicle
recovered, RACQ will also arrange and pay for alternative economy
class transport by rail or coach, for you and up to four passengers.
This benefit excludes the Recovery of vehicles that exceed 5.5 metres
in length, 2.3 metres in width, 2.0 metres in height and 3.0 tonnes
GVM. Please note that normal transport industry limitations also apply
for safety reasons.
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Conditions for
Roadside Assistance
This section outlines the conditions that must be met for RACQ
to provide you with roadside assistance Services at the point of
Breakdown. 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.
A Recovery is conditional on the availability of a suitable car carrier
operating within normal industry standards, and in some Remote
Areas this may not be possible. Recovery does not apply to mobile
or disabled Caravans or Trailers. In some Remote Areas a Recovery
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.
Urgent Spare Parts
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.
Where RACQ may be able to source these spare parts to the
repairer faster than if the repairer ordered the parts, RACQ will
arrange and pay for transportation costs only. Any parts, labour or
other costs associated with the repair of the vehicle are at your
expense. RACQ will not pay for locating and transporting spare parts
for vehicles which have been imported second hand, however your
RACQ Consultant can put you in contact with a parts supplier.
Trailer Hire
If your Trailer requires towing following a Breakdown 100km or more
from Home and RACQ estimates that repairs will take more than 48
hours, where available your RACQ Consultant will arrange and pay
for a rental trailer for 24 hours up to the value of $110 per Annum.
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. RACQ will pay the daily hire rate, stamp duty
and GST up to the value of $110pa for up to 24 hours per instance.
You are responsible for incidental costs including any insurance excess
that may apply in the event of a claim, and any deposit required by
the rental company.
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Eligible Vehicles
All registered motor vehicles and motorcycles are eligible for roadside
assistance under Plus Care, except for ineligible vehicles.
Ineligible Vehicles
•Trucks, buses 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;
•Motorised homes over 4 tonnes GVM;
•Vehicles manufactured prior to 1945; and
•Others as determined from time to time, details available from RACQ.
Please note: Roadside Assistance for Fleets may be applicable to the
above. Please call 13 1905 for more details.
Motorcycles requiring roadside assistance may experience delays
in some country areas depending on equipment available.
Limited Services apply for vehicles where the weight of the Nominated
Vehicle exceeds 3.0 tonnes GVM loaded or unloaded and/or where
the length exceeds 5.5 metres (18 feet) in length and 2.3 metres
(7.5 feet) in width and 2.0m in height. Refer page 24 for details.
Eligible Caravans and Trailers
Benefits set out below will apply to any registered Caravan or Trailer
towed by your Nominated Vehicle, with the following exceptions.
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Ineligible Caravans and Trailers
Service Exclusions
•Caravans used as a permanent place of residence. A caravan that
has been situated at one location for more than four (4) weeks
may be deemed as being a permanent place of residence;
While RACQ will endeavour to assist you in all circumstances,
please be aware that Service under Plus Care does not include:
•Caravans or trailers exceeding 4 tonnes GVM;
•Caravans or trailers exceeding 7 metres (23 feet) in length
including drawbar;
•Unregistered or rental caravans or trailers or those on a day
registration permit;
•Caravans or Trailers which use a fifth-wheel (semi-trailer) hitch; and
•Motorised Homes over 4 tonnes GVM
Non Serviced or Remote Areas
RACQ’s ability to provide assistance is governed by the resources
available in the area of the Breakdown. Your RACQ Consultant will
make every endeavour to assist. 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 benefit.
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
(see Reimbursements on page 26 for more details).
Service Deposit
•Attendance and / or towing following damage of any type
including fire or theft, which is, or could have been, covered
by a motor vehicle insurance policy;
•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, an RACQ Contractor’s premises, motor
garage or service station or any other place where repair facilities
are available;
•Service and / or towing of 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;
•Work on a vehicle in the event of lost keys or unserviceable /
damaged steering locks;
If roadside assistance is required on your Nominated Vehicle and
your entitlement cannot be verified, then Service will be provided
on payment of a Service deposit by the Driver. This deposit may be
refunded when your Roadside Assistance details are confirmed by
you, the Member.
•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 your entitlements;
Liability
•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 distance entitlements. Anything in excess of
that distance will be charged to the Driver;
Except for any liability which arises where roadside assistance 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.
Refusal of Service
RACQ, at its sole discretion, reserves the right to not provide
roadside assistance Services in any situation.
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•Provision of roadside assistance within a period of 24 hours
from your application to join RACQ, unless waived by the Club’s
applicable service fee. A 72 hour waiting period will apply before
travel benefits can be provided following initial receipt of your
Plus Care subscription fees, changing your residential address
and changing your Nominated Vehicle;
•Towing where the weight of the vehicle exceeds 3.0 tonnes GVM
loaded or unloaded;
•Any additional tow or Service attendance in connection with the
one Breakdown;
•Bogging Recovery not within reasonable reach of the Constructed
Road / Driveway, or where Special Equipment and / or
procedures are required;
•Wheel changing where the weight of the wheel and tyre assembly
is beyond the safe lifting capacity of a single person; and
•Transport of pets or livestock is the responsibility of the 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/or 2.3 metres (7.5 feet) in
width or 2.0m in height. Services are limited as follows:
•
N o towing entitlement. RACQ will endeavour to arrange towing
subject to tow truck availability, this will be at the Member’s
expense.
•
B atteries cannot be serviced or fitted to motor homes where
there is limited access to the battery or where 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
•
W heel 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 13.
Note: The decision as to whether Services can be provided will be
at the discretion of the RACQ consultant or the attending RACQ
representative.
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 to a repairer, at no charge.
Any towing above this entitlement must be paid by the Driver.
Members can also access advice from RACQ’s Motoring Advice
Service, at no charge 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.
Recovery of Vehicles
If your Nominated Vehicle becomes bogged or disabled on a beach
or in a bushland area, you are not entitled to roadside assistance
Services. If you find yourself in this situation, you can still call RACQ
on 13 1111. We can refer you to the local RACQ Contractor to
discuss your options for Recovery of the vehicle.
If you have purchased upgrades to Plus Care, Ultra Care or RACQ
Ultimate, some additional benefits may be available and you should
discuss this with the RACQ Consultant when you contact us.
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25
Fees &
Reimbursements
Roadside Assistance
Premium Protection
Refund Policy
Plus Care
Fees paid to RACQ and any RACQ Contractors are not refundable other
than for consideration of a roadside assistance call reimbursement.
Plus Care provides all the advantages of Roadside with additional
benefits to the total value of $1100 per year. Whether you’re at
home or away, Plus Care gives you the extra protection of a taxi
after towing, fuel if you accidently run out and emergency locksmith
assistance. You can also access accommodation, vehicle Recovery,
car hire or alternative transport for you and your passengers if you’re
more than 100km away from Home and RACQ estimates repairs will
take longer than 48 hours.
No refunds will be given on unexpired Roadside Assistance.
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 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.
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 RACQ’s
Contractor you or the Driver will not be charged merchant fees,
credit card surcharges or road tolls. This does not apply when RACQ
or RACQ’s Contractor provides Services outside your entitlements.
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Limits and conditions apply, for more information please refer to the
Roadside Assistance Premium Protection brochure or refer to
racq.com/pluscare.
Ultra Care
Ultra Care provides you with a greater level of benefits than Plus
Care up to a total of $3300 per year. You’ll also receive Personal
Roadside Assistance which means that you, as the Member, can receive
assistance following a breakdown in any eligible vehicle that you are
driving. In addition, any Driver of your Nominated Vehicle will also
receive the same level of assistance.
Limits and conditions apply, for more information please refer to the
Roadside Assistance Premium Protection brochure, or refer to
racq.com/ultracare.
RACQ Ultimate
RACQ Ultimate is our most comprehensive option, providing you
with benefits up to $7000 per year. Like Ultra Care, you’ll also receive
Personal Roadside Assistance which means that you, as the Member,
can receive the same level of assistance following a breakdown in any
eligible vehicle that you are driving. In addition, any Driver of your
Nominated Vehicle will also receive the same level of assistance.
RACQ Ultimate also includes a Caravan Towing and Recovery benefit.
Limits and conditions apply, for more information please refer to the
Roadside Assistance Premium Protection brochure or refer to
racq.com/ultimate.
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Helpful Tips for
RACQ Members
Broken Windscreens
If you break a windscreen, call your insurance company prior to
effecting repairs. Roadside Assistance does not include the removal
of glass or towing associated with broken windscreens. If you’re
insured with RACQ you can make emergency repairs (up to $500)
to make your car roadworthy until you can claim. Just let us know
at claim time. Contact your local RACQ store or phone the RACQ
Claims centre on 13 7202 for assistance.
RACQ Insurance Claim
If you need to make a claim under your RACQ Insurance policy, call us
on 13 7202 or visit an RACQ store. We can help you 24 hours, every
day. When you make a claim, we’ll tell you what you need to help us
process your claim. In most cases, we’ll lodge your claim for you so
you don’t need to complete a claim form – we’ll let you know.
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29
Definitions
level, stating the Membership Card number, name and
year joined. Business members are not provided with a
Membership Card.
The following definitions are used throughout this brochure and apply
to your entitlements:
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 21. 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.
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.
Breakdown: Your Nominated Vehicle that 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 22.
Constructed Road/Driveway: A Government gazetted road
or driveway which is accessible under all weather conditions
by a two wheel drive motor vehicle.
Driver: Person (including a Member) driving the Nominated
Vehicle and who requests roadside assistance following a
Breakdown.
free2go: A youth program that offers free and discounted
Roadside Assistance to students completing Year 11 and Year
12 at a Queensland school as published by the Department
of Education and Queensland residents aged 16, 17, 18 and
19 years.
Incident: An event whereby a vehicle cannot be made mobile
due to Accident, theft, or vandalism.
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.
Membership Card: Ordinary members receive a personalised
RACQ Membership Card in accordance with their loyalty
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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 21. 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.
Reciprocal: A Member or Driver will receive the entitlements
that the 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.
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
31
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.
Serviced Area: Any area covered by RACQ or an affiliated
Australian State or Territory Automobile Club or Association,
RACQ Contractor, or contractor network which provides
roadside assistance.
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 the roadside assistance.
Trailer: A two, four, or six wheeled registered boat, horse
or dog trailer or any other type of trailer towed behind your
Nominated Vehicle. Trailers that are not eligible for roadside
assistance are detailed on page 22.
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Requesting Roadside
Assistance
Replacement stickers are available from any RACQ store.
This sticker is provided for your assistance and can be attached
to your Nominated Vehicle.
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:
•Have your details ready – check your vehicle registration details,
vehicle make and vehicle model;
•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.
Once you have all your information ready, call RACQ for roadside
assistance on 13 1111.
You can also download RACQ’s mobile services application from
racq.com/mobile that will allow you to request roadside assistance
without placing a call.
Hearing impaired Members are able to SMS RACQ to request
roadside assistance:
•Metro areas (Cairns, Townsville, Brisbane & 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 the course of action
to be taken, 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.
In some circumstances production of personal identification or a
current driver licence may be required before Service is provided.
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 and be guided by this person to
ensure the safety of you and any passengers.
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35
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
2649 Logan Road, Eight Mile Plains, Qld 4113
KIT05 11/15
13 1905