Welcome to Ultra Care

Transcription

1 Ultra Care

2 Welcome to Ultra Care It s great to have you on board! In choosing RACQ for Roadside Assistance, you ve joined more than a million people in Queensland who count on RACQ for help, day and night. Everything you need to know about the benefits of Ultra Care is included within this brochure. RACQ Membership Purchasing Roadside Assistance is one of the many ways you can become a member. Membership is our way of recognising your commitment to RACQ. Whether you were already a Member when you purchased 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 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. 2 3

3 Contents Ultra Care Conditions 6 Summary 9 Eligibility Who s covered? Benefits 10 Roadside Assistance 12 Entitlements Mechanical or Electrical Breakdown Towing Special Towing Taxi Emergency Fuel Lockout Emergency Locksmith Assistance Wheel Changing Bogged Vehicle Partially Flooded Vehicles Accident and Theft Assistance Emergency Message Facility Caravans & Trailers 15 Mechanical or Electrical Breakdown Towing Special Towing Emergency Locksmith Assistance Accommodation Travel Benefits 16 Accommodation Rental Vehicle Alternative Passenger Transport Vehicle Recovery Urgent Spare Parts Trailer Hire Accident and Theft Assistance Conditions for Roadside Assistance 20 Eligible Vehicles Ineligible Vehicles Eligible Caravans & Trailers Ineligible Caravans & Trailers Classic Vehicles Imported Second Hand Vehicles Non Serviced or Remote Areas Service Deposit Liability Refusal of Service Water Crossings Service Exclusions Limited Services Home Repairs Recovery of Vehicles Fees & Reimbursements 26 Refund Policy Reimbursements Excess Use Fees and Charges Merchant Fees and Road Tolls Roadside Assistance Premium Protection 27 Plus Care Ultra Care RACQ Ultimate Helpful tips for RACQ members 29 Broken windscreens RACQ insurance claim Definitions 30 Requesting roadside assistance 34 Contact us Back page 4 5

4 Ultra Care Conditions 1. Maximum benefits The value of the benefits provided to you under any option or combination thereof shall not exceed $3300 including GST for any one Breakdown or a combination of Breakdowns occurring per Annum. Ultra Care maximum annual benefits of $3300 including GST are doubled for Members at the Gold and Gold50 loyalty levels, taking them to $6600 per Annum, however stated limits (see page 10) per individual entitlement are not doubled. Loyalty level benefits are limited to one Nominated Vehicle. Ultra Care benefits apply to the Driver of your Nominated Vehicle and up to four passengers travelling in your Nominated Vehicle at the time of Breakdown. Members who have purchased upgrades to Ultra Care also receive Personal Roadside Assistance, and Ultra Care benefits will also be extended to the Member (and up to four passengers) travelling in any eligible vehicle the Member is driving at the time of the Breakdown. In all cases, benefits of Ultra Care will only be provided to a Driver of your Nominated Vehicle if the Driver is a permanent resident of Australia. In some cases the Driver may need to pay for the Service and claim for reimbursement up to the limit of the benefit. 2. Eligibility and Access to Benefits Travel benefits are only available provided that the Nominated Vehicle or Caravan/Trailer is located 100km or more from the Member or Driver s principal place of residence and cannot be repaired in the period as assessed by the RACQ and the RACQ Contractor or qualified repairer or by any affiliated Australian State Automobile Club or Association, to be 24 hours or longer. Nominated Vehicles must be at a place of repair before travel benefits can be arranged. 3. Emergency Fuel Delivery If your Nominated Vehicle accidentally runs out of fuel, we will provide petrol or diesel, up to the maximum annual entitlement of $60 at no charge. Fuel entitlements will be delivered only in increments sufficient to allow your Nominated Vehicle to be driven to the nearest petrol station. The annual entitlement will not be delivered in a single instance. This benefit does not apply if the Nominated Vehicle is at a service station. In circumstances beyond RACQ s control such as a fuel strike RACQ may be unable to provide this benefit. 4. Emergency Locksmith Assistance Where possible, your RACQ Consultant will organise and we will pay up to a maximum annual entitlement of $165 for a locksmith to provide one ignition/door entry key to mobilise the Nominated Vehicle. Where the Nominated Vehicle is immobilised by an anti-theft device, assistance will be provided for the purpose of removing the device only. The cost of replacement parts, ignition barrels, door locks or keys is not covered. In the case of a lockout of your Caravan, this benefit will cover the cost of a locksmith gaining entry to your Caravan or providing a new door entry key up to the value of $165 per Annum. 5. Taxi If the Nominated Vehicle needs to be towed following a Breakdown or Accident, your RACQ Consultant will arrange and RACQ will pay for one taxi to transport you and your passengers to your destination. Taxi services will generally be available only in metropolitan areas or country regional centres. The maximum annual taxi entitlement is $55. Every attempt will be made to make taxi arrangements as required, however in some cases taxi services may not be available. 6. Towing Ultra Care does not include any expenses incurred in the towing of Nominated Vehicle, including Caravans and Trailers, beyond the specific distance limitations. Towing at no charge does not apply in the event of an Accident or the theft of your Nominated Vehicle. In the event that your Nominated Vehicle breaks down on a road or driveway which is inaccessible under all weather conditions by a two wheel drive vehicle you may be required to contribute to towing costs. In the event that your Nominated Vehicle breaks down interstate, you may only receive towing at no charge to the entitlements of the Reciprocal Club s basic roadside assistance option. In this case, you may be required to pay the extra towing up front and seek reimbursement up to your entitled Ultra Care towing limits from RACQ when you return to Queensland with the original receipts. Receipts should be presented within 90 days of the Breakdown. 6 7

5 7. Special Towing Where towing Services cannot be provided due to the inaccessibility of your Nominated Vehicle, or the need for Special Equipment exceeds the limits of entitlements, RACQ will pay a maximum annual entitlement of $165 for these additional Services. This benefit does not apply in the event of an Accident or theft of your Nominated Vehicle, Caravan or Trailer, or for vehicles over 4 tonnes GVM. 8. Pets 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. All costs are payable by you. 9. Legal Representation This benefit is limited to legal advice associated with the use and ownership of a motor vehicle. It is the Member s responsibility to contact and consult their legal representative. 10. General RACQ reserves the right to decline any application or renewal to Ultra Care at any time. This includes decisions regarding any transportation, Recovery and accommodation benefits. 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. Ultra Care benefits will not be provided to any person driving a vehicle which is not Roadworthy or fully registered at the time of the Incident giving rise to a claim for benefits (day permits are not acceptable). Summary Ultra Care could save you up to $3300 per Annum in assistance benefits following a Breakdown whether you re travelling locally or further from home. Ultra Care is available for private and personal use only. Contact RACQ on or visit racq.com/business to discuss options that may be suitable for your business or fleet roadside assistance needs. 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 sound mechanical condition. Ultra Care is available only to Members who provide details of their Queensland driver licence and are permanent residents of Queensland. Who s Covered? Following a Breakdown, roadside assistance will be provided to the Member in any eligible vehicle or any Driver of the Nominated Vehicle who is a permanent resident of Australia. Roadside Assistance and vehicle details will be verified by RACQ at the time assistance is requested. A 24 hour waiting period will apply following receipt of your Ultra Care subscription fees before standard Roadside Assistance can be provided. A 72 hour waiting period will apply before travel benefits can be provided in these situations: Following initial receipt of your Ultra Care subscription fees; Changing your residential address; and Changing your Nominated Vehicle. Should you require Roadside Assistance following a Breakdown within this 72 hour period, no Ultra Care benefits will be provided. It is the Member s responsibility to inform RACQ promptly of any change in details such as residential address, vehicle registration and other relevant particulars as these may affect your entitlements. 8 9

6 Benefits Local Benefits 24-Hour Roadside Assistance Towing After a Breakdown Special Towing After a Breakdown Taxi if Vehicle is Towed Legal Representation Emergency Fuel Emergency Message Facility Emergency Locksmith Assistance Included up to 120km up to 60km in any direction (metro and regional) or up to 120km to the attending RACQ Contractor s premises (regional) RACQ arranges & pays (up to $165 per Annum) RACQ arranges & pays (up to $55 per Annum) RACQ assists & pays (up to $165 per Annum) RACQ arranges & pays (up to $60 per Annum) RACQ arranges RACQ arranges & pays (up to $165 per Annum) Rental Vehicle After Towing RACQ arranges & pays (for 1 day up to $220 per Annum) Accident & Theft Assistance RACQ arranges & pays (Taxi or Rental Vehicle benefits apply, as above) Travel Benefits When 100km or more from home and repairs are estimated by RACQ to take longer than 24 hrs Accommodation Rental Vehicle Alternative Passenger Transport Vehicle Recovery Urgent Spare Parts Location Caravan & Trailer Assistance Accident & Theft Assistance RACQ arranges & pays (up to 7 nights) RACQ arranges & pays (up to 7 days) RACQ arranges & pays RACQ arranges & pays RACQ arranges (member pays) RACQ arranges & pays (Accommodation & Trailer hire benefits) RACQ arranges & pays (Rental Vehicle and Accommodation benefits apply) We re here to help you when your vehicle breaks down When your Nominated Vehicle won t go or stops due to mechanical or electrical problems, we will try to get it mobile again. If we can t, we ll have it towed within your entitlements. From that point any repairs are at your discretion and cost. An important point to note is that Roadside Assistance does not cover you in the event of an Accident and is not a substitute for motor vehicle insurance. Nevertheless, in the event of a an Accident, we can assist you via the RACQ Help Line, where our RACQ Consultants will provide immediate advice on what actions to take, arrange for a tow (at either your cost or the cost of your insurance company) where necessary and relay urgent messages for you. If your Nominated Vehicle does break down, don t worry, all you have to do is call us on What s more, if you break down more than 100km from Home and RACQ estimates that repairs will take longer than 24 hours, your RACQ Consultant can also arrange accommodation or alternative transport within your entitlements. Wherever you travel in Australia, our extensive network of RACQ consultants, contractors in Queensland, and nationwide through Reciprocal arrangements with our affiliated Australian State Automobile Clubs, means help is just a phone call away. So whenever you need assistance, on the road or at Home, we re on call for you. Please refer to the relevant sections of this booklet for full details

7 Roadside Assistance The Roadside Assistance entitlements described in this brochure are those available under Ultra Care. Additional entitlements may be available to Members who have purchased upgrades to RACQ Ultimate. For details of these higher levels, please see the Roadside Assistance Premium Protection brochure. Entitlements This section explains how we can help when you have problems on the road. Please take a few minutes to familiarise yourself with your Roadside Assistance entitlements and conditions of Ultra Care. Members who hold RACQ Roadside Assistance and are at the Gold or Gold50 loyalty level, Members in the second year of their free2go program and Members who have purchased subscriptions to Ultra Care or RACQ Ultimate are entitled to roadside assistance in any eligible vehicle they drive. The member must be with the vehicle when the vehicle breaks down and when roadside assistance is requested and provided and in some circumstances, may be required to provide proof of identity before Service is provided. Mechanical or Electrical Breakdown Roadside Assistance is provided to the Member or your Nominated Vehicle, from the Attending RACQ Contractor s Premises to the point of Breakdown, up to 120km 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 Member s or Driver s cost, subject to availability Towing If your Nominated Vehicle cannot be made mobile within the greater Gold Coast, Brisbane or Sunshine Coast regions, towing will be provided up to 60km 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 60km in any direction from the Breakdown location or up to 120km to return to the Attending RACQ Contractor s Premise or Intermediate location en route at no charge. The entitlement is for one tow per Breakdown at no charge. Vehicle weight, height and length limits apply refer page 25. Special Towing RACQ will arrange and pay up to $165 per Annum for the cost of special towing equipment and labour needed to recover your Nominated Vehicle, Caravan or Trailer from difficult conditions, such as a badly bogged vehicle. Any costs above this limit are payable by the Member or Driver. Special towing entitlements can be used in situations where the weight of the vehicle that requires towing is between 3.0 and 4.0 tonnes GVM. Please note that special towing benefits do not apply in the event of an Accident, theft or impact damage Taxi If your Nominated Vehicle requires towing after a Breakdown, where available RACQ will arrange and pay up to $55 per Annum for a taxi to take you and your passengers to your destination. Emergency Fuel When your Nominated Vehicle accidentally runs out of fuel, RACQ can deliver unleaded petrol or diesel up to 120km from the Attending RACQ Contractor s Premises. RACQ will provide sufficient fuel to enable the Nominated Vehicle to be driven to the nearest fuel station up to $60 per Annum. Lockout RACQ will provide attendance up to 120km from the Attending RACQ Contractor s Premises to open your Nominated Vehicle when the keys are locked inside it at no charge. Please note that your Nominated Vehicle may be specifically designed by the manufacturer not to be broken into. Following your request to retrieve keys locked in a Nominated Vehicle, RACQ will not take responsibility for any damage that may occur. Emergency Locksmith Assistance If the keys to your Nominated Vehicle are lost, damaged or stolen, RACQ will arrange and pay up to $165 per Annum for parts and labour required for a replacement ignition/door entry key.

8 Wheel Changing RACQ will provide attendance up to 120km from the Attending RACQ Contractor s Premises to replace a faulty tyre/wheel with your Nominated Vehicle s Roadworthy spare at no charge. Where a vehicle requires a jack with a lifting capacity of greater than 1.8 tonne, a heavy duty jack will need to be provided by the driver. Bogged Vehicle RACQ will provide attendance up to 120km 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. RACQ will cover costs up to $165 per Annum for any Specialist Equipment and/or additional labour required for the Recovery of the vehicle, however size and weight limits may apply for Service at no charge (see page 25 for more details). 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 120km from the Attending RACQ Contractor s Premises at no charge to recover your vehicle, where it can be accessed without leaving a Constructed Road/Driveway. 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. Accident and Theft Assistance Your RACQ Consultant can also advise you on the necessary actions to take if your Nominated Vehicle is involved in an Accident or is stolen. Your RACQ roadside assistance does not provide towing or repairs at no charge at the roadside following an Accident, however these aspects may be covered by comprehensive motor vehicle insurance policies. Taxi and rental vehicle benefits will apply if your Nominated Vehicle is stolen or involved in an Accident. Emergency Message Facility At any time following a Breakdown, we will relay any urgent messages to save family and friends worrying or business colleagues waiting. Whether you need to call your office or home, our Emergency Message Facility will save you the trouble and the worry! Caravans & Trailers If your Nominated Vehicle breaks down while towing a Caravan or Trailer, RACQ will provide towing for the Caravan or Trailer under the same towing conditions at no charge. Mechanical or Electrical Breakdown RACQ will provide minor repairs and/or adjustments to your Caravan or Trailer up to 120km from the Attending RACQ Contractor s Premises at no charge. Towing If your Caravan or Trailer suffers a Breakdown and cannot be made mobile within the greater Gold Coast, Brisbane or Sunshine Coast regions, towing will be provided up to 60km 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 60km in any direction from the Breakdown location or up to 120km to return to the Attending RACQ Contractor s Premise or Intermediate location en route at no charge. The entitlement is for one tow per Breakdown at no charge. Your Caravan or Trailer s Running Gear must be in a serviceable condition for towing of a Caravan or Trailer to be undertaken. Where the Caravan or Trailer requires Specialist Equipment or where excess distance beyond the entitlement applies, any additional cost is borne by the Member or Driver. Special Towing RACQ will arrange and pay up to $165 per Annum for the cost of special towing equipment and labour following a Breakdown. Special towing equipment, such as a winch, may be required in the event of a broken axle or to retrieve your Caravan or Trailer from bogged conditions. Any costs above this limit are payable by the Member or Driver. Emergency Locksmith Assistance If your keys are lost, damaged or stolen, RACQ will arrange to pay up to $165 per Annum for labour and/or parts required to gain entry to your Caravan or for a replacement door entry key. Accommodation Whilst your Caravan or Trailer is under repair following a Breakdown 100km or more from Home, accommodation will be provided for you and up to four passengers for up to seven nights, up to $110 per night

9 Travel Benefits Travel benefits when you are 100km or more from home Travel benefits apply in the event of a mechanical or electrical Breakdown occurring 100km or more from your residential address, where repairs are estimated by RACQ to take more than 24 hours. Benefits are provided to the Member or Driver of the Nominated Vehicle who is a permanent resident of Australia. The driver of the Nominated Vehicle will be required to show a current Australian driver licence or proof of Australian residency at the time of claiming benefits. All benefits provided will be at the direction of your RACQ Consultant, and all benefits will be subject to local availability. Some Remote Area restrictions may apply. Ultra Care offers a range of travel benefits; you may choose one of the following options: Option 1: You choose to wait at the repair location while your Nominated Vehicle is repaired RACQ will arrange and pay for a rental vehicle for up to five days to the value of $100 per day, and up to five nights accommodation to the value of $110 per night, or up to seven nights without a rental vehicle. Option 2: You choose to continue your journey while your Nominated Vehicle is repaired RACQ will arrange and pay for a rental vehicle for up to seven consecutive days, to the value of $100 per day while your Nominated Vehicle is repaired. Option 3: You choose to travel to your destination or return Home while your Nominated Vehicle is repaired in the town nearest the scene of the Breakdown RACQ will arrange and pay for economy class rail or coach transport for you and up to four passengers. RACQ will also pay for the return coach or rail fare for you, or your nominated driver, to collect the vehicle when it has been repaired. Option 4: You choose to have your un-repaired Nominated Vehicle recovered to your destination, Home or chosen repairer RACQ will arrange and pay for a car carrier and for economy class coach or rail transport for you and up to four passengers, to your Home or intended destination. The cost for Caravan/ Trailer Recovery or the transportation of any additional passengers must be paid by the Driver. Travel Benefits Explained Accommodation A maximum allowance of $110 per night applies to the accommodation costs (room only, meals and telephone expenses are not covered). Accommodation arranged will be relevant to the number of passengers for example, singles will receive a standard double room and couples will receive a standard double room. You are not able to upgrade your accommodation to reach the $110 limit, nor will this be contributed to payment for pre-booked accommodation. Where you decide to travel by rail or coach and need to wait for the next available service, accommodation up to five nights will be provided (see options 3 and 4). Rental Vehicle This benefit is limited to the availability of a suitable rental vehicle in the local area and is subject to any conditions or restrictions (such as age limitation) imposed by the rental company. RACQ will pay the daily hire rate, stamp duty and GST up to $100 per day. You are responsible for all the running and incidental costs, including any insurance excess that may apply in the event of a claim, and any deposit required by the rental vehicle company. In the event that a rental vehicle is not available, your RACQ Consultant will endeavour to make alternative arrangements. Alternative Passenger Transport If you choose to continue to your travel destination while your Nominated Vehicle is recovered to your Home, RACQ will not cover you for transport, accommodation or any other expense incurred by you on the return journey home. Vehicle Recovery Recovery refers to the subsequent transport of your Nominated Vehicle, normally by car carrier. This is provided only after the vehicle has been towed from the point of Breakdown to a place of repair for assessment. Please note that Caravans/Trailers are not covered by this entitlement under Ultra Care. When you choose to have your vehicle recovered, RACQ will also arrange and pay for alternative economy class transport by rail or coach, for you and up to four passengers

10 This benefit excludes the Recovery of vehicles that exceed 5.5 metres (18ft) in length, 2.3 metres (7.5ft) in width, 2.0 metres (6.5ft) in height and 3.0 tonnes GVM. Please note that normal transport industry limitations also apply for safety reasons. A Recovery is conditional on the availability of a suitable car carrier operating within normal industry standards, and in some Remote Areas this may not be possible. Recovery does not apply to mobile or disabled Caravans or Trailers. In some Remote Areas a Recovery may not be possible. The Driver will be responsible for payment of all costs associated with sea crossings or vehicle storage as a result of a Recovery. Urgent Spare Parts If you decide to have your Nominated Vehicle repaired rather than recovered, and the repairer is experiencing difficulty in locating and/or obtaining the necessary spare parts, RACQ will endeavour to assist in locating and transporting these parts to the repairer. Where RACQ may be able to source these spare parts to the repairer faster than if the repairer ordered the parts, RACQ will arrange and pay for transportation costs only. Any parts, labour or other costs associated with the repair of the vehicle are at your expense. RACQ will not pay for locating and transporting spare parts for Imported Second Hand Vehicles, however your RACQ Consultant can put you in contact with a parts supplier. Trailer Hire If your Trailer requires towing following a Breakdown 100km or more from Home and RACQ estimates that repairs will take more than 24 hours, where available your RACQ Consultant will arrange and pay for a rental Trailer for 24 hours up to the value of $165 per Annum. This benefit is limited to the availability of a suitable rental Trailer in the local area and is subject to any conditions or restrictions imposed by the rental company. RACQ will pay the daily hire rate, stamp duty and GST up to the value of $165pa for up to 24 hours per instance. You are responsible for incidental costs including any insurance excess that may apply in the event of a claim, and any deposit required by the rental company. Accident and Theft Assistance Rental vehicle, accommodation and Recovery benefits extend to Accidents and theft assistance if your Nominated Vehicle is stolen for more than 24 hours. Accident damaged vehicles will need to be repaired to a Roadworthy condition before Recovery benefits apply

11 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. Eligible Vehicles All registered motor vehicles and motor cycles are eligible for roadside assistance under Ultra Care, except for ineligible vehicles. Ineligible Vehicles Trucks, buses and other heavy vehicles over 4 tonnes GVM; Taxis, limousines and other private rental hire vehicles; Rental vehicles; Vehicles offered for sale by a licensed motor vehicle dealer; Unregistered vehicles or vehicles on a day registration permit; Registered and unregistered tractors and farm equipment; Vans, utilities and motor cycles used for courier purposes; Vehicles being used or tested in preparation for racing, trial, speed or hill climbing test, or being used on a race track for any purpose; Motorised homes over 4 tonnes GVM; 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 for more details. Motor cycles requiring roadside assistance may experience delays in some country areas depending on equipment available. Limited Services apply for vehicles where the weight of the Nominated Vehicle exceeds 3.0 tonnes GVM loaded or unloaded and/or where the length exceeds 5.5 metres (18 feet) in length and 2.3 metres (7.5 feet) in width and 2.0m in height. Refer page 25 for details. Eligible Caravans and Trailers Benefits set out below will apply to any registered Caravan or Trailer towed by your Nominated Vehicle, with the following exceptions. 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 7 metres (23 ft) 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. Classic Vehicles Ultra Care benefits (as outlined on page 10) are available for Classic Vehicles following a Breakdown subject to the following: Your Classic Vehicle cannot be the Nominated Vehicle; Any vehicle Recovery benefits are limited to $1100 per Annum; You must be the registered owner of the vehicle; You must be with the Classic Vehicle when calling for Roadside Assistance; The Classic Vehicle must be Roadworthy; and RACQ will not locate and transport urgent spare parts, however your RACQ Consultant may put you in contact with a parts supplier. Imported Second Hand Vehicles Ultra Care benefits (as outlined on page 10) are available for Imported Second Hand Vehicles following a Breakdown subject to the following: Any Recovery benefits are limited to $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

12 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 Member or Driver may need to pay for the Service cost and apply to RACQ for reimbursement up to the limit of the benefit. If for any reason an RACQ Contractor in a country area is unable to respond to your call, or if you are in a locality where there is no RACQ Contractor, then call any nearby garage, pay their charges and apply to the Club for consideration of an ex-gratia payment (see Reimbursements on page 26 for more details). Service Deposit If roadside assistance is required by the Member or on your Nominated Vehicle and your entitlement cannot be verified, then Service will be provided on payment of a Service deposit by the Member or Driver. This deposit may be refunded when your Roadside Assistance details are confirmed by you, the Member. Liability Except for any liability which arises where roadside assistance and/or towing are being provided in accordance with the conditions outlined in this brochure, RACQ and RACQ Contractors accept no responsibility for damage to Nominated Vehicles, Caravans, Trailers, other Vehicles or property. In addition, no responsibility will be accepted for any loss of income or any loss or damage arising from the inability to provide Services. Refusal of Service RACQ, at its sole discretion, reserves the right not to provide roadside assistance Services in any situation. Water crossings Islands and inland rivers and creeks RACQ will provide roadside assistance on an island where it or an RACQ Contractor is able to provide Service on that island. For a list of current islands please contact RACQ on RACQ will provide roadside assistance to the following locations within mainland Queensland where rivers need to be crossed: Jardine Daintree Bloomfield In providing roadside assistance 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 transportations 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 Services (including roadside assistance) that require a ferry or boat for RACQ or RACQ Contractors to access the Breakdown location will be discussed with the Driver at the point of requesting Services including roadside assistance. If you break down in a location or on an island where RACQ or RACQ Contractors are unable to provide Services including roadside assistance, RACQ may be able to refer you to local service providers. Service Exclusions While RACQ will endeavour to assist you in all circumstances, please be aware that Service under Ultra Care does not include: Provision of roadside assistance within a period of 24 hours from your application to join RACQ, unless waived by the Club s applicable service fee. A 72 hour waiting period will apply before travel benefits can be provided following initial 22 23

13 receipt of your Ultra Care subscription fees, changing your residential address and changing your Nominated Vehicle; Attendance and/or towing following damage of any type including fire or theft, which is, or could have been, covered by a motor vehicle insurance policy; The removal of glass or towing associated with broken windscreens or windows. Should you ask for RACQ or an RACQ Contractor to render such work it will be at your expense; Attendance by an RACQ Contractor when your Nominated Vehicle is under repair, at an RACQ Contractor s premises, motor garage or service station or any other place where repair facilities are available; Service and/or towing of unregistered vehicles, vehicles under repair or vehicles on a day registration permit; Responsibility for the supply of spare parts and/or tyres; Maintenance repairs or general mechanical repairs; Work on a vehicle in the event of lost keys or unserviceable/ damaged steering locks; Transport of passengers beyond the safe carrying capacity of the vehicle, as per Queensland legislation however, RACQ may be able to arrange a taxi within your entitlements; Towing where the weight of the vehicle exceeds 3.0 tonnes GVM loaded or unloaded; Towing where the length of the vehicle exceeds 5.5m or 18 feet; 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 distance entitlements. Anything in excess of that distance will be charged to the Member or 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; Wheel changing where the weight of the wheel and tyre assembly is beyond the safe lifting capacity of a single person; and Transport of pets or livestock is the responsibility of the Member or Driver. 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 13. Note: The decision as to whether services can be provided will be at the discretion of the RACQ consultant or the attending RACQ representative. Home Repairs If you attempt to do mechanical work on your Nominated Vehicle and it won t start or operate properly as a result of these repairs, you are not entitled to assistance for a Breakdown from RACQ. However, we will provide a tow of 20km in any direction to a repairer at no charge. Any towing above this entitlement must be paid by the Member or Driver. Members are also eligible for advice from RACQ s Motoring Advice Service at no charge, on or This Service operates from 8.00am to 5.00pm Monday to Friday and from 8.00am to 12.30pm on Saturday. Recovery of Vehicles If your Nominated Vehicle becomes bogged or disabled on a beach or in a bushland area, you are not entitled to roadside assistance Services. If you find yourself in this situation, you 24 25

14 can still call RACQ on and we can refer you to the local RACQ Contractor. If you have purchased an upgrade to RACQ Ultimate, some additional benefits may be available and you should discuss this with the RACQ Consultant when you contact us. 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 your entitlement under these regulations and you feel extenuating circumstances exist, you may apply to RACQ for consideration of an ex-gratia payment. Your application should include all relevant details, accompanied by the original receipt covering payment, be signed by you and submitted within 90 days of the call for Service. This correspondence can be addressed to: RACQ Road Service Manager, PO Box 4, Springwood QLD 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 document, please refer to racq.com/fees Merchant Fees and Road Tolls In the provision of your entitlements by RACQ or RACQ s Contractor you or the Driver will not be charged merchant fees, credit card surcharges or road tolls. This does not apply when RACQ or RACQ s Contractor provides Services outside your entitlements. 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 accidentally 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 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

15 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 for assistance. RACQ Insurance Claim If you need to make a claim under your RACQ Insurance policy, call us on 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

16 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 21. 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 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 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. 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. Reciprocal: A Member or Driver will receive the entitlements that the interstate Automobile Club / Association would normally provide to their Members. Entitlements will vary from state to state. Recovery: The transport of your Nominated Vehicle to another location using a conventional car carrier. Remote Area: Any area where roadside assistance cannot be provided from an RACQ Contractor or contractor affiliated to an interstate Automobile Club / Association. Roadside: The standard level of Roadside Assistance provided to you in the event that your Nominated Vehicle breaks down

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

18 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 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 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 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

19 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 36 The Royal Automobile Club of Queensland Limited ABN RACQ Insurance Limited ABN Logan Road, Eight Mile Plains, Qld 4113 KIT06 11/15