Welcome to Ultra Care

Transcription

1 Ultra Care

2 Welcome to Ultra Care 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 Ultra Care is included within this brochure. If you re not sure of some of the terms used, you can find them on page 20. RACQ Membership Purchasing Ultra Care 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 Ultra 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 largest peak motoring organisation. Our iconic patrols first took 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.

3 Contents Terms & Conditions 4 1. Eligibility 4 2. Who is covered? 4 3. Waiting periods 5 4. What is covered? 5 5. Service limitations 9 Eligible Vehicle 9 Ineligible Vehicles 9 Ineligible Caravans, Trailers and Motorhomes 10 Eligible Caravans, Trailers and Motorhomes 10 Limited Service Vehicles11 Imported Second-Hand Vehicles 11 Classic Vehicles 11 Motorcycles 11 Service exclusions Travel Entitlements 13 Travel Entitlement Options Other important information 16 Maximum Entitlements 16 Home Repairs 16 Water crossings islands and inland rivers and creeks 16 Non-Serviced or Remote Areas 16 Service deposit 17 Non-original equipment manufacturer parts 17 Non-standard vehicles 17 Excess use 17 Merchant fees and road tolls 17 Extra costs 17 Liability 18 Reimbursements 18 Refund entitlements Definitions 20 Requesting Roadside Assistance 25 Safety 25 Travelling interstate 26 General enquiries 26 Hearing impaired 26 RACQ Roadside Assistance App 27 Contact us Back page 3

4 Terms & Conditions By taking out this product, you are bound by the terms and conditions below. These are also available at racq.com/roadsideterms and are subject to change without notice. We will use reasonable endeavours to notify you of any changes to the Terms and Conditions by placing a notice on our website. 1. Eligibility Ultra 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 a sound condition. Ultra Care is available only to Members who are permanent residents of Queensland and who provide details of their Queensland driver s licence. 2. Who is covered? Your Roadside Assistance product entitles any Driver of your Nominated Vehicle to Roadside Assistance after a breakdown. As a member with Ultra Care you are entitled to Personal Roadside Assistance and can access Entitlements following a breakdown in any Eligible Vehicle. In all cases, Ultra Care Entitlements will only be provided if the Driver is a permanent resident of Australia. RACQ may request that the Driver provide evidence of this. Where evidence cannot be provided RACQ may require the Driver to pay for the relevant Entitlement or Travel Entitlement. RACQ reserves the right to decline any application or renewal to Ultra Care at any time. This includes decisions regarding access to your Entitlements. 4

5 3. Waiting periods Assistance at the standard Roadside level can be accessed after 24 hours from purchase. A waiting period of 72 hours within payment of Ultra Care will be applied to all Entitlements including Travel Entitlements. Change of Nominated Vehicle A 72-hour waiting period applies to all Ultra Care Entitlements including Travel Entitlements for all Drivers, excluding the Member. Change of residential address A 72-hour waiting period applies to all Travel Entitlements. It is your responsibility to inform RACQ promptly of any change in details, including residential address, Nominated Vehicle and other relevant information. These details may affect your Entitlements. 4. What is covered? Where your Eligible Vehicle won t go or stops due to mechanical or electrical problems, we ll try to get it mobile again for you. If we can t we ll have it towed within your Entitlements. From that point any repairs are at your discretion and cost. Please note, benefits will not be provided for a problem that pre-existed or occurred within an applied waiting period. Roadside Assistance does not cover you for an Insurable Event and is not a substitute for motor vehicle insurance. Where a Breakdown occurs in a Remote Area RACQ may be able to assist; however, any services provided may incur an additional expense. Any attendance or towing costs incurred over the standard Roadside benefits will be taken out of your Ultra Care entitlements. See Maximum Entitlements on page 16. Any Specialist Equipment and/or additional labour for the Entitlements set out overleaf may be at the Driver s cost. 5

6 Benefits Ultra Care Entitlements What is covered Call Outs Yes You are entitled to roadside assistance call outs on your Eligible Vehicle, subject to the terms of our Excess Use program. See page 17 for further details. Roadside Assistance Towing Specialist Towing Accident and Theft Assistance Attendance up to 120km. Up to 60km, or up to 120km en route to the attending RACQ Service Provider s premises. Up to $165 p.a. Taxi or Rental Vehicle Entitlements apply. Attendance is provided to your Eligible Vehicle, from the Attending RACQ Service Provider s Premises to the point of Breakdown, at no charge, within your attendance Entitlement. If the Eligible Vehicle cannot be made mobile on the roadside in a Metro Area, we can arrange for towing to the nearest repairer. Outside of Metro Areas, we can arrange for towing to the attending RACQ Service Provider s premises or intermediate location en route in accordance with your Entitlements. Deviation from the direct route on return to the RACQ Service Provider s premises may incur additional fees. This Entitlement is for one tow per breakdown at no charge. A second tow relating to the one Breakdown is available to members with Gold and Gold50 loyalty up to 20km in any direction at no charge. Towing Entitlements are not available in the event of lost, damaged or stolen keys or lockout. Please see page 10 for details on towing entitlements for Eligible caravans and trailers. RACQ will arrange and pay for the cost of any Specialist Equipment and labour needed to recover the Eligible Vehicle from difficult conditions. Any costs above the annual limit will be at your expense. This benefit will not apply in the event of an Insurable Event. If the Eligible Vehicle is stolen or involved in an Accident, you may access the taxi or rental vehicle Entitlements. 6

7 Benefits Rental Vehicle after Towing Ultra Care Entitlements 1 day/ Up to $220 p.a. What is covered If required, RACQ will arrange and pay for rental car hire after each towing event in accordance with your Entitlements. Taxi after Towing Up to $55 p.a. If required, RACQ will arrange and pay for a taxi after each towing event in accordance with your Entitlements. Taxi services will be subject to the availability of taxis in the relevant area. Flat Battery Yes If your Eligible Vehicle s battery is flat we will provide a jump start, or when required, supply an RACQ battery at your expense, subject to availability. There is no cost for fitting an RACQ battery to the Eligible Vehicle. RACQ do not fit non-racq batteries. Emergency Fuel Assistance Up to $60 p.a. Should your Eligible Vehicle run out of fuel, RACQ can arrange for the delivery of unleaded petrol or diesel in accordance with your Entitlements. RACQ will provide sufficient fuel to enable the Eligible Vehicle to be driven to the nearest fuel station. The total annual entitlement cannot be used in a single instance, or if the vehicle is situated at a service station. In circumstances beyond RACQ s control, such as a fuel strike, RACQ may be unable to provide this benefit. Lockout Yes Where you have locked your keys in the car RACQ will provide attendance to open your Eligible Vehicle up to your Entitlements. Please note that a number of vehicles have been specifically designed by the manufacturer not to be broken into. Following your request to retrieve keys locked in the vehicle, RACQ will not take responsibility for any damage that may occur and will request that a waiver be signed in acknowledgement prior to any work commencing. 7

8 Benefits Emergency Locksmith Assistance Wheel Changing Bogged Vehicle Ultra Care Entitlements Up to $165 p.a. Yes RACQ will attend; Specialist Towing Entitlements may apply. What is covered If the key to your Eligible Vehicle or Caravan has been lost, damaged or stolen, where possible, RACQ will arrange and pay for the services of a locksmith in accordance with your Entitlements. The annual entitlement may only be used towards the parts and/or labour required by the locksmith to: Replace one ignition key for the Eligible Vehicle Replace one door entry key, or gain access to a Caravan. If the Eligible Vehicle is immobilised by an anti-theft device, assistance will be provided for the purpose of removing the device only. You will be responsible for the cost of any replacement parts, ignition barrels, immobilisers, door locks and door keys. In the event of a faulty tyre or wheel, we will attend within your Entitlements to replace it with the Eligible Vehicle s Roadworthy spare. Where a vehicle requires a jack with a lifting capacity of greater than 1.8 tonnes, you will need to provide a heavy-duty jack. Where the weight of the wheel and tyre assembly is beyond the safe lifting capacity of a single person, a service fee for additional assistance may be charged. If your Eligible Vehicle has become bogged, RACQ will provide attendance and assist where possible in accordance with your Entitlements where it can be accessed without leaving a Constructed Road/ Driveway. Additionally, Specialist Towing Entitlements will apply for Specialist Equipment and/ or additional labour required for the Recovery of your vehicle. Any additional costs above the annual Specialist Towing Entitlement amount will be at your expense. 8

9 5. Service limitations The decision as to whether Services can be provided for a particular vehicle will be at RACQ s discretion. Ensure you read section 7 for other conditions, limitations and exclusions that may apply to the Services RACQ provides in certain circumstances. Eligible Vehicle Any motor vehicle or motorcycles which meet the following criteria: (a) Used for private purposes only (b) Registered (c) Roadworthy (d) Does not exceed 4 tonnes GVM (weight) (e) Does not exceed 5.5 metres in length (f) Does not exceed 2.3 metres in width (g) Does not exceed 3.3 metres in height (h) Not an Ineligible Vehicle (see below). Ineligible Vehicles RACQ does not cover motor vehicles or motor cycles that are: (a) Ineligible vehicles as defined below (b) Taxis, limousines and other private rental hire vehicles (c) Rental vehicles (d) Vehicles being operated for any commercial use whether personally or as part of a business (e) Vehicles offered for sale by licensed motor vehicle dealer (f) Unregistered vehicles or vehicles on a day or temporary registration permit (g) Registered and unregistered tractors and farm equipment (h) Vehicles involved in or being tested for any form of racing or motor sports (i) Already situated, or receiving services, at any garage, or service station, including that of an RACQ Service Provider, or undergoing mechanical or electrical repairs at your premises (j) Classic Vehicles as defined on page 20, or (k) Other vehicles as determined from time to time, details available from RACQ. RACQ does not cover vehicles that exceed one or a combination of the following: Vehicles over 4 tonnes GVM (weight) Trucks, buses and other heavy vehicles Motorised homes over 4 tonnes Width exceeding 2.3 metres Height exceeding 3.3 metres Length exceeding 5.5 metres. 9

10 Ineligible Caravans, Trailers and Motorhomes RACQ does not cover Caravans, Trailers and Motorhomes that: (a) Are used as a permanent place of residence. A Caravan that has been situated at one location for more than four weeks may be deemed as being a permanent place of residence (b) Exceed 4 tonnes GVM (weight) (c) Exceed 5.5 metres in length (d) Exceed 7 metres in length including drawbar for caravans (e) Exceed 2.3 metres in width (f) Exceed 3.3 metres in height (g) Use a fifth wheel (semi-trailer hitch), or (h) Are unregistered or rental Caravans, Trailers or Motorhomes or those on a day registration permit. Eligible Caravans, Trailers and Motorhomes You are entitled to receive the Entitlements set out in these terms and conditions for Eligible Caravans, Trailers and Motorhomes. Where your Eligible Caravan, Trailer or Motorhome requires towing, RACQ will only be able to assist where your Running Gear is in a serviceable condition for Towing. Where Specialist Equipment or excess distance is required, you will be required to pay the additional cost. If the caravan or trailer being towed by the Eligible Vehicle experiences a minor mechanical or electrical breakdown, an RACQ patrol will attend within your Entitlements. A towing Entitlement may apply in line with your Ultra Care product. If the Eligible Vehicle requires towing while it is towing a caravan or trailer, the caravan or trailer will be towed under the same conditions as the Eligible Vehicle, to the same destination, providing that it can be towed behind the attending tow truck. There may be some areas where an RACQ Service Provider is not able to offer assistance on a Caravan and you may need to pay for the Service cost or claim reimbursement up to the limit of the benefit (see Reimbursements on page 18). To be considered eligible, your Caravan, Trailer or Motorhome must meet the following criteria: (a) Registered (b) Roadworthy (c) Does not exceed 5.5 metres in length (d) Does not exceed 7.0 metres in length including drawbar for caravans (e) Does not exceed 2.3 metres in width (f) Does not exceed 3.3 metres in height (g) Does not exceed 4 tonnes GVM (weight) (h) Not an Ineligible Caravan, Trailer or Motorhome (see above). 10

11 Limited Service Vehicles Where your Nominated Vehicle, Caravan, Trailer or Motorhome is classified as a Limited Service Vehicle (refer to page 21), services and Entitlements will be limited. Limitations include: Service Battery Changes Jump Starts Lockouts Towing Wheel Changes Limitation Batteries cannot be fitted to or serviced in Limited Service Vehicles where there is limited access to the battery or substantial removal of vehicle panels is required. Jump starts may be provided, up to 24-volt boost start only, providing only one battery is unserviceable. Lockout assistance may be limited. No towing entitlement. RACQ will endeavour to arrange towing subject to tow truck availability, at your additional cost. Wheel changing assistance may be limited, and may incur an additional fee. The vehicle s wheel nut spanner and jack (heavy duty, if required) must be provided. Imported Second-Hand Vehicles The Entitlements set out in this brochure apply to Imported Second-Hand Vehicles, subject to the following: RACQ will not locate and transport urgent spare parts; however an RACQ consultant may be able to put you in contact with a parts supplier. Classic Vehicles The benefits set out in this brochure will apply to Classic Vehicles subject to the following: (a) The Classic Vehicle must not be your Nominated Vehicle (b) Any Recovery benefits are limited to a maximum total of $1,100 per annum (c) You must be the registered owner of the vehicle (d) You must be with the Classic Vehicle when receiving Services (e) The Classic Vehicle must be Roadworthy. Motorcycles Motorcycles requiring roadside assistance Services may experience delays in some country areas, depending on the availability of equipment. 11

12 Service exclusions While RACQ will endeavour to assist you in all circumstances, RACQ, at its sole discretion, reserves the right to refuse to provide Services. In addition to those limitations already set out in these terms and conditions, Service does not include: (a) Assistance where less than 24 hours has passed since you purchased Roadside Assistance (b) Access to Ultra Care Entitlements and Travel Entitlements where less than 72 hours has passed since you purchased Ultra Care. Other waiting periods may apply for change of address or change of Nominated Vehicle. See Waiting Periods on page 5 (c) The damage is caused by an Insurable Event (d) Services associated with broken windscreens or windows (e) Your vehicle is an Ineligible Vehicle or an Ineligible Caravan, Trailer or Motorhome (f) Your vehicle is already situated, or receiving services, at any garage, or service station, including that of an RACQ Service Provider (g) The supply of spare parts or tyres (h) You require maintenance or general mechanical repairs, including temporary repairs to steering, brakes or other safety components. In such cases Service will be extended to towing the vehicle to a place of repair within the distance entitlements. Anything in excess of that distance will be charged to the Driver (i) Transportation of passengers beyond the safe carrying capacity of the towing vehicle (j) RACQ has already provided a service in respect of one Breakdown, excluding the Gold and Gold50 member entitlement of a second tow at no charge up to 20km (k) Vehicles that have become bogged or disabled on a beach or in a bushland area (l) Unexpected events such as storms, floods or other unexpected events prevent us from assisting you (m) Assistance where the Breakdown site is on gazetted 4WD tracks (n) The transport of pets or livestock (o) Vehicles that cannot be accessed by 2WD patrol or recovery vehicles (p) Any vehicle that has suffered water ingestion including, but not limited to, traversing through flood waters or any other water crossing (q) In the event of lost keys, or unserviceable/damaged steering locks. In some instances, RACQ may provide a referral service to specialists who may be able to assist in the above situations at the Driver s cost. 12

13 6. Travel Entitlements You will be eligible to access Travel Entitlements where an Eligible Vehicle, Caravan, Trailer or Motorhome: (a) suffers a Breakdown 100km or more from the Driver s Home address, and (b) RACQ estimates the repairs will take more than 24 hours, All benefits will be subject to local availability. Some Remote Area restrictions may apply. The Eligible Vehicle must be at a place of repair before Travel Entitlements can be arranged. Proof of the Driver s current residential address will be required when requesting Travel Entitlements. Travel Entitlements cannot be used towards payment for pre-booked travel arrangements. Travel Entitlements Ultra Care Entitlements What is covered Accommodation Up to 7 nights/$110 per night. The maximum allowance per night applies to the accommodation costs for room only (meals, mini bar, internet and telephone expenses are not covered). Accommodation arranged will be relevant to the number of passengers for example, a standard single bedroom for singles and standard double room for couples. Vehicle Recovery RACQ arranges and pays. Recovery will be conditional upon availability of a suitable car carrier operating within industry standards, and in some Remote Areas this may not be possible. Where a sea crossing or vehicle storage is required you will be responsible for the payment of all associated costs. Where the cost of Recovery exceeds the overall maximum annual benefit, you will be responsible for payment of the excess amount. Where your vehicle is an Ineligible Vehicle RACQ will be unable to provide any Recovery Services. *Please note that Caravans, Trailers or Motorhomes are not covered by this Entitlement under Ultra Care. 13

14 Travel Entitlements Rental Vehicle Trailer Hire Alternative Transport Accident and Theft Assistance Ultra Care Entitlements Up to 7 days, up to $100 per day. Up to 24 hours, up to $165 p.a. Rail or coach transportation for up to 5 people. Travel Entitlements apply. What is covered Rental Vehicle and Trailer Hire benefits will be subject to the availability of a suitable rental vehicle or trailer 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 for Ultra Care. You are responsible for all running and incidental costs, including any insurance excess fee that may apply in the event of a claim, and any deposit required by the rental company. Alternative Passenger Transport includes economy class rail or coach transportation for up to 5 people. Your Travel Entitlements will extend to cover situations where you are involved in an Accident or if your Nominated Vehicle remains stolen for more than 24 hours. Where your vehicle is damaged by the Accident or theft, so that it is no longer Roadworthy, the Nominated Vehicle will need to be returned to Roadworthy conditions before Recovery benefits apply.

15 Travel Entitlement Options You may choose from one of the following four options where your Eligible Vehicle, Caravan, Trailer or Motorhome has suffered a breakdown and meets the criteria set out in section 3 for Travel Entitlements. Option Option 1: You choose to wait at the repair location while the vehicle is repaired Option 2: You choose to continue your journey while the vehicle is repaired Option 3: You choose to travel to your destination or return Home while the vehicle is repaired in the town closest to the Breakdown Entitlements (a) Accommodation for up to 7 nights, up to $110 per night, or (b) Accommodation for up to 5 nights, up to $110 per night and Rental Vehicle for up to 5 days, up to $100 per day. (a) Rental Vehicle for up to 7 days, up to $100 per day, or (b) Rental Trailer for up to 24 hours, up to $165 p.a. (a) Alternative passenger transport of economy class rail or coach for up to 5 people. RACQ will also pay for the return coach or rail fare for you, or one nominated driver, to collect the vehicle when it has been repaired. RACQ will also arrange and pay for accommodation until the next rail or coach service arrives, up to 5 nights, up to $110 per night. RACQ will not cover transport, accommodation or other expenses incurred by you on the journey to return Home afterwards. Option 4: You choose to have the un-repaired vehicle recovered to your destination, Home or chosen repairer (a) Vehicle Recovery RACQ will arrange and pay for a car carrier to transport the vehicle to your chosen location. RACQ will also arrange alternative transport and accommodation, where necessary, for you and your passengers, as outlined in Option 3. 15

16 7. Other important information Maximum Entitlements The value of Entitlements including Travel Entitlements provided to you under any option or combination thereof will not exceed a maximum total of $3,300 (inclusive of GST) for any one Breakdown, or a combination of Breakdowns, per annum. The annual maximum Entitlement for Gold or Gold50 loyalty members is doubled, increasing to $6,600 (inclusive of GST) per annum. If the annual limit is exceeded, any costs incurred from additional breakdowns will be at your cost. Home Repairs If you attempt to do mechanical or electrical work on your Nominated Vehicle and it won t start or operate properly, you will not be entitled to receive Services from RACQ. We will, however, provide a tow of 20km in any direction to a repairer at no charge, providing that the vehicle and associated components are entirely intact. Any towing above this entitlement will incur an additional cost. Water crossings islands and inland rivers and creeks RACQ will provide assistance on selected islands only, subject to availability. For a list of current islands please contact RACQ on RACQ will provide Services to the following locations within mainland Queensland where rivers need to be crossed: Jardine, Daintree, Bloomfield and Mossman. Where RACQ is able to assist you and incurs additional costs in providing Services to you on an island, for example, barge, ferry or additional towing costs, you will be required to pay any additional costs RACQ incurs in accessing the Breakdown site. If you break down in a location where RACQ is unable to assist you, RACQ may be able to refer you to a local service provider. Non-Serviced or Remote Areas If for any reason an RACQ Service Provider in a Remote Area is unable to respond to your call, you may be required to pay for the Service cost and claim reimbursement up to the limit of the Entitlement (see Reimbursement on page 18). 16

17 Service deposit If you require Services on your Nominated Vehicle and your entitlement cannot be verified, then RACQ may require you to pay a deposit. This deposit may be refunded if RACQ is able to verify your Entitlement. Non-original equipment manufacturer parts Parts supplied by RACQ or our authorised stockist have been sourced from independent manufacturers and may or may not be genuine parts. They comply with the manufacturer s specifications for your vehicle and the relevant Australian Standards. Non-standard vehicles The sizes and weights noted in this brochure include any accessories or equipment fitted on or to your vehicle and any modifications made from the standard specification. Excess use Where you request Services more frequently than RACQ considers reasonable, RACQ may request that you ensure that your Nominated Vehicle is placed in sound mechanical and Roadworthy condition. RACQ may refuse to provide further Services until you comply with any such requests or Service may be provided for a fee. For more information visit racq.com/excessuse. Merchant fees and road tolls RACQ will not charge you any merchant fees, credit surcharges or road tolls where it is providing Services in accordance with your Entitlements. This waiver of fees will not apply where RACQ is providing Services outside of the Entitlements. Extra costs In addition to those costs set out in this brochure, extra costs for transport from an RACQ Service Provider depot or repairer to motel premises, rental vehicle depot or any other locations will be your responsibility. Any repairs provided that incur an additional cost will be at your expense. 17

18 Liability Except for any rights that you are entitled to by law, RACQ and RACQ Service Providers accept no responsibility for any damage to your Nominated Vehicle, or other vehicles or property, including (without limitation) while in the care of RACQ or an RACQ Service Provider. RACQ will not be liable for any indirect or consequential loss, including loss of income or any other expenses, or damage that arises from providing, or failing to provide, any Services. Insurance coverage cost and risk are entirely your responsibility in all circumstances and you agree to indemnify RACQ and any RACQ Service Provider against any loss, damage or claims. Reimbursements Where RACQ is unable to provide an Entitlement to you, 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 Services. This correspondence can be addressed to: RACQ Group Member Relations PO Box 4 SPRINGWOOD QLD 4127 Refund entitlements Any Roadside Assistance or other fees paid to RACQ and RACQ Service Providers are not refundable. 18

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20 8. Definitions Attending RACQ Service Provider s Premises The location where the RACQ Service Provider providing the requested Services operates their business. Breakdown Your Nominated Vehicle is immobilised due to mechanical or electrical fault, not including an Insurable Event. Caravan A two-, four-, or six-wheeled registered vehicle that is towed by your Nominated Vehicle, and includes a pop top or camper Trailer, and is not an Ineligible Caravan, Trailer or Motorhome. Classic Vehicle A vehicle of any make manufactured prior to 1945, or a vehicle registered under the Special Interest Vehicle Scheme, as issued by Queensland Transport. Constructed Road/Driveway A Government-gazetted road or driveway which is accessible under all weather conditions by a two-wheel drive motor vehicle. Driver A licenced person (including a Member) who is travelling in the Nominated Vehicle and who requests Services following a Breakdown. Eligible Caravan, Trailer or Motorhome Any Caravan, Trailer or Motorhome that is covered for RACQ Roadside Assistance. See criteria for Eligible Caravans, Trailers or Motorhomes on page 10. Eligible Vehicle Any motor vehicle or motorcycle that is covered for RACQ Roadside Assistance. See criteria for Eligible Vehicles on page 9. Entitlements The service allowances and limits applicable to your roadside assistance product which are set out in this brochure, including Travel Entitlements. 20

21 Home The Driver s principal place of residence in Australia. 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 New or used motor vehicles and motorcycles legally imported from another country through channels other than the maker s official distribution system. Ineligible Caravan, Trailers and Motorhomes Caravans, Trailers and Motorhomes that are not covered by RACQ Roadside Assistance. See the criteria for Ineligible Caravans, Trailers and Motorhomes on page 10. Ineligible Vehicle Vehicles that are not covered by RACQ Roadside Assistance. See the criteria for Ineligible Vehicles on page 9. Insurable Event Damage to a vehicle of any type which is, or could have been, covered by a motor vehicle insurance policy, including but not limited to accident, fire, flood, theft and/or slashed tyres. Intermediate Location A location along the most direct route from a breakdown site to the Attending RACQ Service Provider s Premises. Limited Service Vehicle Limited Services apply where the vehicle is one or a combination of the following: Gross Vehicle Mass (weight) Length Width Height 3.0 tonnes or greater 5.5 metres or greater 2.3 metres or greater 2.0 metres or greater. Member A person or business that holds Membership in RACQ. 21

22 Membership Represents a Member s stakeholding in RACQ. Metro Area Areas within the greater Gold Coast, Brisbane or Sunshine Coast regions. Nominated Vehicle An Eligible Vehicle with registration details listed on a Roadside Assistance policy. Personal Roadside Assistance A member with Roadside Assistance who is entitled to receive Service for: (a) Any Eligible Vehicle that they are travelling in, and (b) Any eligible Driver of the Nominated Vehicle. RACQ Service Provider 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 transportation 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 Service Provider or Service Provider 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 Service entitlements. Roadworthy Roadworthy as defined by relevant Queensland legislation. 22

23 Running Gear The Caravan or Trailer s axle and wheel assemblies, springs, draw bars and couplings. Service/s Attendance at your request where the Nominated Vehicle has suffered a Breakdown, or any one or more of the other services outlined in this document. Specialist Equipment Equipment not normally operated by or made available to an RACQ Service Provider, or equipment normally operated by an RACQ Service Provider where the use, or method of use, is not normally associated with the provision of the Services. Travel Entitlements The service allowances and limits set out in this brochure that are applicable to your roadside assistance product when you are broken down more than 100km from home and RACQ estimates repairs will take longer than 48 hours. Trailer A two-, four-, or six-wheeled registered boat, horse or dog trailer or any other type of trailer towed behind your Nominated Vehicle, where the Trailer is not an Ineligible Caravan, Trailer or Motorhome (see page 10). 23

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25 Requesting Roadside Assistance If you require assistance, please: a) Call the Ultra Care Priority Line on , b) Call , or c) Use the RACQ Roadside Assistance App (see page 27 for details). You can count on us 24 hours a day, 7 days a week wherever you are in Australia. Having the following details ready will help us provide you with service over the phone as soon as possible: Your details (including make, model and registration details for your vehicle) Membership card number Your location (find the nearest street corner or a landmark that we can use to determine where you are), and A contact number such as the mobile number of the Driver or passenger with the vehicle. Safety RACQ Safety Advice for when broken down. Activate hazard lights Move behind safety barrier and remain clear of roadway, if safe to do so at your location If you remain in your vehicle, fasten your seatbelt RACQ urges you to consider your safety and your passengers safety while waiting for attendance at your location. RACQ is committed to providing safe and efficient roadside assistance to all Members following a breakdown. Due to the nature and location of some Breakdowns, your vehicle may need to be towed to a safe location before an RACQ Service Provider can assess it. It is important to listen and be guided by this person to ensure the safety of you and any passengers. RACQ, at its sole discretion, reserves the right to not provide roadside assistance Services in any situation. This may include where RACQ cannot access your Breakdown location due to safety concerns. Should this happen, we can assist you by contacting the appropriate authorities. 25

26 Travelling interstate As well as our extensive network of Queensland Service Providers, we have Reciprocal arrangements with affiliated interstate automobile Clubs. So wherever you are in Australia, help is only ever a phone call away. In the event that your Nominated Vehicle requires towing, this will be provided at no charge up 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 limits from RACQ upon return to Queensland with original receipts. General enquiries For enquiries not related to a request for roadside assistance please call Hearing impaired Hearing impaired Members can use RACQ s Roadside Assistance App (see page 27) or 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 pickup point. Please be aware that if you are not available when the attending RACQ Service Provider arrives, they will wait only a short period before proceeding to the next job. 26

27 RACQ Roadside Assistance App With RACQ s Roadside Assistance App you can request help at the tap of a button, wherever you go. With the app, you can: Submit assistance requests directly through the app; no need to call unless it s an emergency Automatically detect your location using GPS Track the status of your job even if submitted by phone* See your patrol operator s location as they approach* Friends and family can also track where you and the approaching patrol operator are* Rate our service once the job is complete. *Tracking available for select regions only 27

28 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 > in store > racq.com 24 hours every day RACQ Operations Pty Ltd ABN As agent for The Royal Automobile Club of Queensland Limited ABN KIT06_0417