Roadside Extra
Welcome to
Roadside Extra
It’s great to have you on board! In choosing RACQ for
Roadside Assistance, you’ve joined more than a million people
in Queensland who count on RACQ for help, day and night.
Everything you need to know about the benefits of Roadside
Extra is included within this brochure.
RACQ Membership
Purchasing Roadside Assistance is one of the many ways you
can become a member. Membership is our way of recognising
your commitment to RACQ.
Whether you were already a Member when you purchased
Roadside Extra or you’ve just become one – you’ll be excited
to learn more about the additional savings, advice, help, and
support RACQ Membership offers. You can find out about
these exclusive benefits at racq.com/memberbenefits.
About RACQ
Formed in 1905 with 12 members, RACQ has grown to
become Queensland’s peak motoring organisation. Our
iconic patrols first took to the streets in 1925, and have since
provided roadside assistance to more than 25 million people.
RACQ is a mutual organisation, owned by its members and
operated entirely for their benefit. Every day, we look for new
ways to streamline and simplify life for members, through
world-class roadside assistance, and other essential Services.
Contents
Roadside Assistance
6
Entitlements
Mechanical or Electrical Breakdown
Towing
Emergency Fuel
Lockout
Wheel Changing
Bogged Vehicle
Partially Flooded Vehicles
RACQ Help Line
Conditions for Roadside Assistance
9
Service Attendance
Eligible Vehicles
Ineligible Vehicles
Liability
Caravans & Trailers
11
Eligibility
Ineligible Caravans and Trailers
Mechanical or Electrical Breakdown
Wheel Changing
Towing
Non Serviced or Remote Areas
12
Service Deposit
Refusal of Service
Service Exclusions
13
Limited Services
Home Repairs
Recovery of Vehicles
Fees & Reimbursements
15
Refund Policy
Reimbursements
Excess Use
Fees and Charges
Merchant Fees and Road Tolls
Roadside Assistance Premium Protection
16
Plus Care
Ultra Care
RACQ Ultimate
Helpful tips for RACQ members
18
Broken windscreens
RACQ insurance claim
Definitions19
Requesting roadside assistance
Contact us
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Back page
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We’re here to help
you when your car
breaks down
When your Nominated Vehicle won’t go or stops due to
mechanical or electrical problems, we will try to get it mobile
again. If we can’t, we’ll have it towed to a repairer of your
choice within your entitlements. From that point any repairs
are at your discretion and cost.
An important point to note is that Roadside Assistance
does not cover you in the event of an Accident and is not a
substitute for motor vehicle insurance. Nevertheless, in the
event of an Accident, we can assist you via the RACQ Help
Line, where an RACQ Consultant will provide immediate
advice on what actions to take, arrange for a tow (at either
your cost or the cost of your insurance company) where
necessary and relay urgent messages for you.
Your RACQ Consultant will also arrange accommodation
or alternative transport at your cost. If your Nominated
Vehicle does break down, don’t worry, all you have to do
is call us on 13 1111.
Wherever you travel in Australia, our extensive network
of RACQ consultants and contractors in Queensland, and
nationwide through Reciprocal arrangements with our affiliated
clubs, means help is just a phone call away. So whenever
you need assistance, on the road or at home, we’re on call
for you.
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Roadside Assistance
The Roadside Assistance entitlements described in this
brochure are those available under Roadside Extra.
Additional entitlements may be available to Members who
have purchased upgrades to Plus Care, Ultra Care or RACQ
Ultimate. For details of these upgrades, please see the
Roadside Assistance Premium Protection brochure.
Entitlements
This section explains how we can help when you have
problems on the road. Please take a few minutes to familiarise
yourself with your Roadside Assistance entitlements and
conditions of Roadside Extra.
Assistance will be provided to any Driver of the Nominated
Vehicle following a Breakdown upon verification of your
entitlement and vehicle details.
Members who hold RACQ Roadside Assistance and are at
the Gold or Gold50 loyalty level, Members in the second
year of the free2go program and Members with Ultra Care
or RACQ Ultimate are entitled to roadside assistance in any
eligible vehicle they drive. The Member (cardholder) entitled
to Personal Roadside Assistance must be with the Nominated
Vehicle when Service is provided. In some circumstances, the
Member may need to provide a current driver licence before
Service is provided.
Mechanical or Electrical Breakdown
RACQ will provide attendance up to 65km from the Attending
RACQ Contractor’s Premises at no charge. Should you break
down in a more Remote Area, an additional fee may
be charged. In the event of a flat battery, a jump-start may
be provided, and when required a replacement battery can
be made available at the Driver’s cost, subject to availability.
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Towing
If your Nominated Vehicle cannot be
made mobile in a metro area within
the greater Gold Coast, Brisbane
and Sunshine Coast regions, towing
will be provided up to 35km from
the Breakdown location at no
charge. Any towing over this limit
will be at the Driver’s expense.
Outside of these metro areas, towing is provided up to 35km in
any direction from the Breakdown site or up to 65km to return
to the Attending RACQ Contractor’s Premises or Intermediate
Location en route at no charge.
Towing conditions
•Towing at no charge is not available after an Accident or theft
of your Nominated Vehicle;
•Vehicles over 3.0 tonnes GVM may require Specialist
Equipment;
•Any Specialist Equipment and / or additional labour may be at
the Driver’s cost – unless these fees can be covered by any
Plus Care, Ultra Care or RACQ Ultimate entitlements; and
• The entitlement is for one tow per Breakdown at no charge.
Note: Vehicle weight, height and width limits apply, refer page 14.
Emergency Fuel
When your Nominated Vehicle accidentally runs out of fuel,
RACQ can deliver unleaded petrol or diesel up to 65km
from the Attending RACQ Contractor’s Premises. The fuel is
provided at the Driver’s cost unless the Member has purchased
upgrades to Plus Care, Ultra Care or RACQ Ultimate in which
case fuel will be supplied within the respective entitlements.
Lockout
RACQ will provide attendance up to 65km from the Attending
RACQ Contractor’s Premises to open your Nominated Vehicle
when the keys are locked inside it at no charge. In the event of
lost keys, damaged locks, or when we are unable to open your
Nominated Vehicle, the services of a locksmith can be arranged
at the Driver’s cost.
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 vehicle, RACQ will not
take responsibility for any damage that may occur.
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Wheel Changing
RACQ will provide attendance up to 65km from the Attending
RACQ Contractor’s premises to replace a faulty tyre / wheel
with your vehicle’s Roadworthy spare at no charge.
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. This fee is payable
by the Driver.
Bogged Vehicle
RACQ will provide attendance up to 65km from the Attending
RACQ Contractor’s Premises at no charge to recover your
Nominated Vehicle, where it can be accessed without leaving
a Constructed Road / Driveway. Note that vehicle size and
weight limits may apply for Service (see Conditions for Roadside
Assistance on page 9 for more details). Vehicles over 3 tonnes
may attract an additional charge. Any Specialist Equipment and
/ or additional labour required for the Recovery of the Vehicle
will be at the Driver’s cost.
Partially Flooded Vehicles or
Vehicles that have been submerged
in flood water
If your Nominated Vehicle has stalled while in or after passing
through water, RACQ will provide attendance up to 65km
from the Attending RACQ Contractor’s Premises at no charge
to assess your Nominated Vehicle, where it can be accessed
without leaving a Constructed Road / Driveway.
Any Specialist Equipment and / or additional labour required for the
Recovery of the Nominated Vehicle will be at the Driver’s cost.
If the Nominated Vehicle is subsequently found to have ingested
water, you will need to contact your Insurance provider for
further assistance. In addition, should your Nominated Vehicle
be submerged by flood water, you will need to contact your
insurance provider to arrange Recovery.
RACQ Help Line
If your Nominated Vehicle cannot be mobilised at the roadside
or if it is involved in an Accident, call 13 1111 and an RACQ
Consultant can arrange at your request, a tow, a taxi, hire car or
accommodation (all at your cost) and / or relay urgent messages
to family, friends or colleagues.
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Conditions for
Roadside Assistance
This section outlines the conditions that must be met for
RACQ to provide you with roadside assistance Services at
the point of Breakdown. In all instances, our ability to provide
assistance is governed by the resources available in the area of
Breakdown. Even so, your RACQ Consultant will make every
endeavour to assist.
Service Attendance
Attendance to the Breakdown site will be provided up to a
distance of 65km from the Attending RACQ Contractor’s
Premises via Constructed Roads / Driveways at no charge.
Eligible Vehicles
All registered motor vehicles and motor cycles are eligible for
Roadside Assistance, except for Ineligible Vehicles.
Ineligible Vehicles
•Trucks, buses and other heavy vehicles over 4 tonnes GVM;
•Taxis, limousines and other private rental hire vehicles;
•Rental vehicles;
•Vehicles offered for sale by a licensed motor vehicle dealer;
•Unregistered vehicles or vehicles on a day registration permit;
•Registered and unregistered tractors and farm equipment;
•Vehicles being used or tested in preparation for racing,
trial, speed or hill climbing test, or being used on a race
track for any purpose;
•Motorised homes over 4 tonnes GVM; and
•Others as determined from time to time, details available
from RACQ.
Please note: Roadside Assistance for Fleets may be applicable
to the above. Please call 13 1905 for more details.
Motorcycles requiring roadside assistance may experience delays
in some country areas depending on equipment available.
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Limited services apply for vehicles where the weight of the
Nominated Vehicle exceeds 3.0 tonnes GVM loaded or
unloaded and/or where the length exceeds 5.5 metres
(18 feet) in length and 2.3 metres (7.5 feet) in width and
2.0 metres in height. Refer page 14 for details.
Liability
Except for any liability which arises where roadside assistance
and/or towing are being provided in accordance with the
conditions outlined in this booklet, 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.
Caravans & Trailers
The following Caravan or Trailer entitlements are included
in your entitlements. Further benefits may be available to
those Members who have purchased upgrades to Plus Care,
Ultra Care or RACQ Ultimate. For more details please see
the Roadside Assistance Premium Protection brochure.
Eligibility
The benefits set out below will apply to any registered Caravan
or Trailer you are towing, with the following exceptions.
Ineligible Caravans and Trailers
•Caravans used as a permanent place of residence. A Caravan
that has been situated at one location for more than four
(4) weeks may be deemed as being a permanent place
of residence;
•Caravans or Trailers exceeding 4 tonnes GVM;
•Caravans or Trailers exceeding 7m (23ft) in length
including drawbar;
•Unregistered or rental Caravans or Trailers or those on a
day registration permit;
•Caravans or Trailers which use a fifth-wheel (semi-trailer)
hitch; and
•Motorised homes over 4 tonnes GVM.
In some areas where an RACQ Contractor is not able to offer
assistance on a Caravan, the Driver may need to pay for the
Service cost and claim reimbursement up to the limit of the
benefit (see Reimbursements on page 15 for more details).
Mechanical or Electrical Breakdown
RACQ will provide minor repairs and / or adjustments to your
Caravan or Trailer up to 65km from the Attending RACQ
Contractor’s Premises at no charge.
Wheel Changing
RACQ will assist with the replacement of a faulty tyre / wheel
with your Roadworthy spare, up to 65km from the Attending
RACQ Contractor’s Premises, as stated in your Service
entitlements at no charge.
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Towing
If your Nominated Vehicle requires towing and meets the
conditions for roadside assistance under Roadside Extra we
will also tow your Caravan or Trailer, up to 35km in any
direction in a metro area within the greater Gold Coast,
Brisbane and Sunshine Coast regions at no charge. Any towing
over this limit will be at the Driver’s expense.
Outside of these metro areas, towing is provided up to 35km
in any direction from the Breakdown site or up to 65km to
return to the Attending RACQ Contractor’s Premises or
Intermediate Location en route at no charge.
Your Caravan or Trailer’s Running Gear must be in a
serviceable condition for towing of a Caravan or Trailer to be
undertaken. Where the Caravan or Trailer requires Specialist
Equipment or where excess distance beyond the above
entitlement applies, any additional cost is borne by the Driver.
Non Serviced
or Remote Areas
If for any reason an RACQ Contractor in a country area
is unable to respond to your call, or if you are in a locality
where there is no RACQ Contractor, then call any nearby
garage, pay their charges and apply to the Club for
consideration of an ex-gratia payment (see Reimbursements
on page 15 for more details).
Service Deposit
If roadside assistance is required on your Nominated Vehicle
and your entitlement cannot be verified, then Service will be
provided on payment of a deposit by the Driver. This deposit
may be refunded when your Roadside Assistance details
are confirmed.
Refusal of Service
RACQ, at its sole discretion, reserves the right to not provide
roadside assistance Services in any situation.
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Service Exclusions
While RACQ will endeavour to assist you in all circumstances,
please be aware that Service under Roadside Extra does
not include:
• Provision of roadside assistance within a period of 24 hours
from the time of your application to join RACQ, unless
waived by payment of the applicable fee;
•Attendance and / or towing following damage of any type
including fire, theft or slashed tyres, which is, or could have
been, covered by a motor vehicle insurance policy;
•The removal of glass or towing associated with broken
windscreens or windows. Should you ask for RACQ
or an RACQ Contractor to render such work it will
be at your expense;
•Attendance by an RACQ Contractor when your Nominated
Vehicle is under repair at or in an RACQ Contractor’s
premises, motor garage or service station or any other
place where repair facilities are available;
•Service and / or towing of unregistered vehicles, vehicles
under repair or vehicles on a day registration permit;
•Responsibility for the supply of spare parts and / or tyres;
•Maintenance repairs or general mechanical repairs;
•Work on a Nominated Vehicle in the event of lost keys
or unserviceable / damaged steering locks;
•Transport of passengers beyond the safe carrying capacity
of the towing vehicle, as per Queensland Legislation –
however, a taxi can be arranged at your expense. Members
with upgrades to Plus Care, Ultra Care or RACQ Ultimate
may be able to claim taxi entitlements;
•Towing where the weight of the Vehicle exceeds 3.0
tonnes GVM loaded or unloaded;
•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;
•Any additional tow or Service attendance in connection
with the one Breakdown;
•Bogging Recovery not within reasonable reach of the
constructed Road / Driveway, or where Special Equipment
and / or procedures are required; and
•Wheel changing where the weight of the wheel and tyre
assembly is beyond the safe lifting capacity of a single person.
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Limited Services
Limited Services apply for vehicles where the weight of the
Nominated Vehicle exceeds 3.0 tonnes GVM loaded or
unloaded and/or where the length 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 availability of a tow truck, this will be at the members 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.
Note: The decision as to whether services can be provided
will be at the discretion of the RACQ consultant or the
attending RACQ representative.
Home Repairs
If you attempt to do mechanical work on your Nominated
Vehicle and it won’t start or operate properly as a result
of these repairs, you are not entitled to assistance for a
Breakdown from RACQ. However, we will provide a tow of
20km in any direction to a repairer at no charge. Any towing
above this entitlement must be paid by the Driver.
Members can also access advice from RACQ’s Motoring
Advice Service at no charge, on 1800 623 456 or
07 3666 9148. This Service operates from 8.00am to 5.00pm
Monday to Friday and from 8.00am to 12.30pm on Saturday.
Recovery of Vehicles
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If your Nominated Vehicle becomes bogged or disabled on a
beach or in a bushland area, you are not entitled to roadside
assistance Services. If you find yourself in this situation, you
can still call RACQ on 13 1111. We can refer you to the local
RACQ Contractor to discuss your options for Recovery of the
Nominated Vehicle.
If you hold upgrades to Plus Care, Ultra Care or RACQ
Ultimate, some benefits may be available and you should
discuss this with your RACQ Consultant.
Fees
& Reimbursements
Refund Policy
Fees paid to RACQ and any RACQ Contractors are not
refundable other than for consideration of a roadside assistance
call reimbursement.
No refunds will be given on unexpired Roadside Assistance.
Reimbursements
Where payment is made for roadside assistance in excess
of or in lieu of entitlement under these regulations and you
feel extenuating circumstances exist, you may apply to RACQ
for consideration of an ex-gratia payment. Your application
should include all relevant details, accompanied by the original
receipt covering payment, be signed by you and submitted
within 90 days of the call for Service. This correspondence can
be addressed to: RACQ Road Service Manager, PO Box 4,
Springwood QLD 4127.
Excess Use
When roadside assistance is requested more frequently than
RACQ considers reasonable, you may be requested to ensure
that any vehicles requiring assistance are placed in sound
mechanical and Roadworthy condition and, until this has been
done, any further requests for Service may be refused or
Service provided for a fee.
Fees and Charges
For more information about the fees mentioned in this brochure,
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.
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Roadside Assistance
Premium Protection
Plus Care
Plus Care provides all the advantages of Roadside with
additional benefits to the total value of $1100 per year.
Whether you’re at home or away, Plus Care gives you the
extra protection of a taxi after towing, fuel if you accidently
run out and emergency locksmith assistance. You can also
access accommodation, vehicle Recovery, car hire or alternative
transport for you and your passengers if you’re more than
100km away from Home and RACQ estimates repairs will take
longer than 48 hours.
Limits and conditions apply, for more information please refer
to the Roadside Assistance Premium Protection brochure or
refer to racq.com/pluscare.
Ultra Care
Ultra Care provides you with a greater level of benefits than
Plus Care up to a total of $3300 per year. You’ll also receive
Personal Roadside Assistance which means that you, as the
Member, can receive assistance following a breakdown in any
eligible vehicle that you are driving. In addition, any Driver
of your Nominated Vehicle will also receive the same level
of assistance.
Limits and conditions apply, for more information please refer
to the Roadside Assistance Premium Protection brochure, or
refer to racq.com/ultracare.
RACQ Ultimate
RACQ Ultimate is our most comprehensive option, providing
you with benefits up to $7000 per year. Like Ultra Care, you’ll
also receive Personal Roadside Assistance which means that
you, as the Member, can receive the same level of assistance
following a breakdown in any eligible vehicle that you are
driving. In addition, any Driver of your Nominated Vehicle will
also receive the same level of assistance. RACQ Ultimate also
includes a Caravan Towing and Recovery benefit.
Limits and conditions apply, for more information please refer
to the Roadside Assistance Premium Protection brochure or
refer to racq.com/ultimate.
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Helpful Tips for
RACQ Members
Broken Windscreens
If you break a windscreen, call your insurance company prior
to effecting repairs. Roadside Assistance does not include
the removal of glass or towing associated with broken
windscreens. If you’re insured with RACQ you can make
emergency repairs (up to $500) to make your car roadworthy
until you can claim. Just let us know at claim time. Contact
your local RACQ store or phone the RACQ Claims centre on
13 7202 for assistance.
RACQ Insurance Claim
If you need to make a claim under your RACQ Insurance
policy, call us on 13 7202 or visit an RACQ store. We can
help you 24 hours, every day. When you make a claim, we’ll
tell you what you need to help us process your claim. In most
cases, we’ll lodge your claim for you so you don’t need to
complete a claim form – we’ll let you know.
Definitions
The following 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.
Breakdown: Your Nominated Vehicle that is immobilised due
to mechanical or electrical fault, not including an Incident.
Caravan: A two, four, or six wheeled registered vehicle that
is towed by your Nominated Vehicle, and includes a pop top
or camper Trailer. Caravans that are not eligible for roadside
assistance are detailed on page 11.
Constructed Road/Driveway: A Government gazetted road
or driveway which is accessible under all weather conditions
by a two wheel drive motor vehicle.
Driver: Person (including a Member) driving the Nominated
Vehicle and who requests roadside assistance following a
Breakdown.
free2go: A youth program that offers free and discounted
Roadside Assistance to students completing Year 11 and Year
12 at a Queensland school as published by the Department
of Education and Queensland residents aged 16, 17, 18 and
19 years.
Incident: An event whereby a vehicle cannot be made mobile
due to Accident, theft, or vandalism.
Intermediate Location: A location along the most direct
route from a breakdown site to the Attending RACQ
Contractor’s Premises.
Limited Services: An entitlement that is limited due to a
vehicle’s weight, height, length or width.
Member: A person or business that holds Membership in RACQ.
Membership: Represents a Member’s stakeholding in RACQ.
Entitles the Member to the rights and benefits of RACQ.
Membership Card: Ordinary members receive a personalised
RACQ Membership Card in accordance with their loyalty
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level, stating the Membership Card number, name and
year joined. Business members are not provided with a
Membership Card.
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 9. 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.
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 9. 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.
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.
Serviced Area: Any area covered by RACQ or an affiliated
Australian State or Territory Automobile Club or Association,
RACQ Contractor, or contractor network which provides
roadside assistance.
Specialist Equipment: Equipment not normally operated
by or made available to an RACQ Contractor, or equipment
normally operated by an RACQ Contractor where the use,
or method of use, is not normally associated with the
provision of the roadside assistance.
Trailer: A two, four, or six wheeled registered boat, horse
or dog trailer or any other type of trailer towed behind your
Nominated Vehicle. Trailers that are not eligible for roadside
assistance are detailed on page 11.
RACQ Contractor: A person engaged by RACQ to
provide Services.
Reciprocal: A Member or Driver will receive the entitlements
that the interstate Automobile Club / Association would
normally provide to their Members. Entitlements will vary
from state to state.
Recovery: The transport of your Nominated Vehicle to
another location using a conventional car carrier.
Remote Area: Any area where roadside assistance cannot
be provided from an RACQ Contractor or contractor affiliated
to an interstate Automobile Club / Association.
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Replacement stickers are available from any RACQ store.
This sticker is provided for your assistance and can be attached
to your Nominated Vehicle.
Requesting Roadside
Assistance
When contacting us to request assistance, there are a few
things you can do to help us provide you with Service as soon
as possible:
•Have your details ready – check your vehicle registration
details, vehicle make and vehicle model;
•Find your Membership card in case you need to provide
your card number;
•Look around and confirm your location – find the nearest
street corner or a landmark that we can use to determine
where you are; and
•If possible, provide a contact number such as the mobile
number of the driver or passenger with the vehicle.
Once you have your information ready, call RACQ for
roadside assistance on 13 1111.
You can also download RACQ’s mobile services application
from racq.com/mobile that will allow you to request roadside
assistance without placing a call.
Hearing impaired Members are able to SMS requests for
roadside assistance:
•Metro areas (Cairns, Townsville, Brisbane & Gold Coast):
SMS 0428 13 1111
•All other locations: SMS 0427 13 1111
Members with a text telephone or text typewriter can contact
RACQ on the following numbers for roadside assistance:
•TTY 07 3248 2074 or
•TTY 1800 623 101
When the RACQ Consultant has confirmed the course of
action to be taken, wait with the vehicle at the agreed pick up
point. Please be aware that if you are not available when the
attending RACQ Contractor arrives, they will wait only a short
period before proceeding to the next job.
In some circumstances production of personal identification
or a current driver licence may be required before Service
is provided.
Safety
Due to the nature and location of some Breakdowns, your
vehicle may need to be towed to a safe location before an RACQ
Contractor can assess it. It is important to listen and be guided by
this person to ensure the safety of you and any passengers.
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Contact Us
For further information or assistance contact us 24 hours
every day on 13 1905, visit racq.com or speak to one of our
friendly staff at your local RACQ store.
You can now request roadside assistance, plan your next road
trip and find great member discounts on the RACQ mobile
app. To download the app, scan the QR Code below or go
to racq.com/mobile.
in store racq.com
24 hours every day
The Royal Automobile Club of Queensland Limited ABN 72 009 660 575
RACQ Insurance Limited ABN 50 009 704 152
24
2649 Logan Road, Eight Mile Plains, Qld 4113
KIT04 11/15
13 1905