Welcome to RACQ Ultimate

Transcription

1 RACQ Ultimate

2 2 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 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

3 Benefits Overview Local Benefits Overview Travel Local benefits RACQ Ultimate Travel benefits * RACQ Ultimate Maximum benefits Page Hour Roadside Assistance Attendance Page 8 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. The Attending RACQ Contractor will travel at no cost for up to 200km to your Breakdown location When 100km or more from Home and repairs are estimated by RACQ to take: Accommodation Page 16 Longer than 24 hours. You may choose from one of the travel benefits below: RACQ arranges and pays (up to 12 nights/$200 per night) Towing after a Breakdown Page 8 Special towing after a breakdown Page 10 Taxi if Nominated Vehicle is towed Page 10 Rental Vehicle after towing Page 11 Emergency fuel delivery Page 11 Emergency locksmith assistance Page 12 Front windscreen chip or crack repair Page 12 Legal representation Page 13 In any direction (metro and regional): Up to 100km* To Attending RACQ Contractor s Premises or Intermediate Location en route (regional only): Up to 200km* RACQ arranges and pays (up to $250 per Annum) RACQ arranges and pays (up to $150 per Annum) RACQ arranges and pays (for 3 days/$110 per day, up to $330 per Annum) RACQ arranges and pays (up to $100 per Annum) RACQ arranges and pays (up to $300 per Annum) RACQ arranges and pays (I repair per Annum, up to $80) RACQ assists and pays (up to $300 per Annum) Vehicle Recovery Page 16 Caravan & Trailer Recovery Page 16 Rental Vehicle Page 16 Caravan assistance Page 16 Trailer hire Page 17 Alternative passenger transport Page 17 Accident and theft assistance Page 17 Urgent spare parts location Page 17 RACQ arranges and pays RACQ arranges and pays RACQ arranges and pays (up to 12 days/$110 per day) RACQ arranges and pays (accommodation and Recovery benefits apply) RACQ arranges and pays (up to 2 days/$330 per Annum) RACQ arranges and pays (up to 6 people) RACQ arranges and pays (rental vehicle, accommodation or Recovery benefits apply) RACQ arranges, Driver pays 4 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

4 6 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 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. 7

5 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. 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 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

6 Special towing after a Breakdown 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. 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. Rental vehicle after towing 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*. 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

7 Emergency locksmith assistance 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. 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 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. Legal representation 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. 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

8 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 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

9 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 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

10 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. * 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. 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 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

11 20 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: Others as determined from time to time. Details are available from RACQ. Please note, Fleet options may apply to some of these categories. Contact 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. 21

12 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 or (07) 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 and we can refer you to the local RACQ Contractor

13 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 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. 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. 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

14 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. 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). 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 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. 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 26 27

15 Service exclusions While RACQ will endeavour to assist you in all circumstances, please be aware Service does not include: 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; 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; 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; 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; 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; 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

16 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

17 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. 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

18 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 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

19 This sticker is provided for your assistance and can be attached to your Nominated Vehicle. Replacement stickers are available from any RACQ store

20 Requesting Roadside Assistance 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, 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. Once you have all this information, call RACQ for roadside assistance on 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 or All other locations: SMS Members with a text telephone or text typewriter can contact RACQ on the following numbers for roadside assistance: TTY or TTY 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. In some circumstances you may need to produce personal identification or a current driver s licence before Service is provided. New to Queensland? 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: Transfer your unexpired, basic level roadside assistance. Transfer all your current and continuous years of membership accrued with your existing Club

21 Contact Us For further information or assistance contact us 24 hours every day on , 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 40 The Royal Automobile Club of Queensland Limited ABN RACQ Insurance Limited ABN Logan Road, Eight Mile Plains, Qld 4113 KIT07 11/15