Fleet Care terms and conditions

Effective Date 8 November 2023. View previous versions.

Fleet Care

For large businesses and rental car companies with a minimum of 21 vehicles.

For rental companies:
It is a requirement that RACQ is the sole provider of coverage for all rental vehicles owned by the company.

By purchasing an RACQ Fleet Care product, you are bound by the terms and conditions below. Terms and conditions are subject to change without notice and so we recommend that you read these terms in full prior to applying for, and prior to any renewal of, a Fleet Care product. For new policies from 8 November 2023, the terms and conditions in effect at the commencement of your policy will apply to that policy until its next renewal. For policy renewals from 8 November 2023, the terms and conditions in effect at the date of your renewal notice will apply to that renewal period. For existing policies at 8 November 2023, these terms and conditions apply. We will use reasonable endeavours to notify you of any changes to the terms and conditions by placing a notice on our website.

RACQ reserves the right to decline any application or renewal at any time.

Who is covered?

The Fleet Care product entitles any Driver of a Nominated Vehicle to Roadside Assistance after a Breakdown.

Waiting Periods

RACQ Fleet Care has no waiting period.

Fees

Fees include an annual administration fee per vehicle and call out fees and Additional Fees. Additional Fees will apply for Additional Services.

For new policies, annual fees and usage call-out fees will be confirmed with you prior to your purchase of the policy. For renewals, annual fees and usage call-out fees will be confirmed with you at or prior to receipt of your renewal notice.

Additional Fees in excess of $500 per incident (or such higher or lower amount nominated by you) must be approved by you before RACQ will incur those fees and provide the Service to which they relate. Battery pricing is available on RACQ’s website. Other Additional Fees will be passed on by RACQ at cost.

Roadside Assistance

Where your Nominated Vehicle won’t go or stops due to mechanical or electrical problems, we’ll try to get it mobile again for you.

Roadside Assistance does not cover 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 but you may incur an additional cost.

The following breakdown Service Inclusions are covered by the agreed standard call-out fee:

Service Inclusions
Assistance available 24/7	Roadside assistance is available 24 hours a day, 365 days a year
Call outs	Nominated Vehicles are entitled to Roadside Assistance callouts for which the call-out fee will be charged (and invoiced monthly in arrears).
Attendance	RACQ Service Providers will travel up to 50km to the Nominated Vehicle when it experiences a Breakdown, has a Flat Battery, Battery depleted on Electric Vehicle, becomes bogged or requires Wheel Changing, Lockout, or Emergency Fuel (see Service Conditions).
Towing	If a Nominated Vehicle cannot be made mobile on the roadside, RACQ can arrange for towing up to 20km in any direction, or, outside of the Metro Area, up to 50km back to the Attending RACQ Service Provider's Premises or Intermediate Location.
The following services are not covered by the standard call-out fee. Additional Fees may be charged to the account and invoiced monthly in arrears.
Replacement Batteries	If a new battery is required, RACQ will attend and replace it. The cost of attendance is covered by the standard call out-fee. The cost of the replacement battery will be an Additional Fee.
Emergency Fuel	RACQ will provide up to 10L of petrol or diesel fuel. The cost of attendance is covered by the standard call out-fee. The cost of the fuel will be an Additional Fee.
Specialist Towing	RACQ can arrange specialist equipment if required due to the vehicle’s location or size. (See Service Conditions)
Excess attendance and towing	When RACQ need to travel beyond the Attendance and/or Towing limitations.

Caravan or trailer cover

If the Caravan or Trailer being towed by a Nominated Vehicle experiences a minor mechanical or electrical Breakdown, an RACQ patrol will attend within the attendance Entitlements. RACQ Fleet Care does not cover privately registered Caravans or Trailers.

If a Nominated Vehicle requires towing while it is towing an Eligible Caravan or Trailer, the Caravan or Trailer will be towed under the same conditions as the Nominated 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 or Trailer and may incur an Additional Fee.

Where an Eligible Caravan or Trailer requires towing, RACQ can only assist where the Running Gear is in a serviceable condition.

Interstate Assistance

For vehicles located outside of Queensland, service will be provided to all drivers nationwide through our affiliated clubs at the base level of entitlements for that state.

Additional Fees are payable for all services provided interstate.

Service Limitations

Eligible Vehicles

Commercial use vehicles;
Private rental hire vehicles;
Registered;
Roadworthy;
Does not exceed the size limitations;
Not an Ineligible Vehicle (see below)

Ineligible Vehicles

RACQ Fleet Care does not cover motor vehicles or motorcycles that are:

Trucks, buses and other heavy vehicles that exceed the size limitations;
Registered and unregistered tractors and farm equipment;
Vehicles involved in or being tested for any form of racing or motor sports;
are other vehicles as determined by RACQ from time to time, details available from RACQ. If RACQ determines during the term of your policy that your Nominated Vehicle as at the time of the determination is no longer an Eligible Vehicle (other a vehicle which is an Ineligible Vehicle due to another paragraph of this section), RACQ will refund you a pro rata portion of your annual policy fee, based on the remaining portion of your policy term as at the date RACQ made that determination. If you inadvertently nominate a vehicle as a Nominated Vehicle which falls within one of the categories set out under the heading ‘Ineligible Vehicles’ and RACQ refuses to provide Services in respect of that vehicle, RACQ will give you a reasonable time to nominate an Eligible Vehicle as the Nominated Vehicle in place of that Ineligible Vehicle. If you do not nominate an Eligible Vehicle, then provided no Entitlements have been provided in respect of the Ineligible Vehicle during the policy term, RACQ will refund you your annual fee in respect of that vehicle.

Size Limitations

RACQ does not cover vehicles that exceed one or a combination of the following: *
Gross Weight GVM¹ 6.0t
Height 3.3m

*Refer to Limited service vehicles.

¹Gross Vehicle Mass of vehicles is the maximum loaded mass of the vehicle as stipulated by the manufacturer, regardless of whether it is loaded.

Eligible Caravans and Trailers

Eligible Caravan and Trailers are entitled to receive the applicable Entitlements set out in these terms and conditions.

Additional Fees will apply for should Specialist Equipment be required or distance in excess of your attendance entitlements be required.

Should an Eligible Caravan or Trailer be greater than 3.5t GVM and require wheel changing, assistance may be limited and may incur an Additional Fee.

The Caravan or Trailer wheel nut spanner and jack (heavy-duty, if required) must be provided.

To be eligible, a Caravan or Trailer must meet the following criteria:

Registered as Commercial;
Roadworthy;
Does not exceed the size limitations;
Not an Ineligible Caravan or Trailer (see below).

Ineligible Caravans or Trailers

RACQ does not cover Caravans and Trailers that:

Are privately registered;
Are used as a permanent place of residence. A Caravan or Trailer that is being used as a place of residence and has been situated at one location for more than four weeks may be deemed as being a permanent place of residence;
Use a fifth wheel (semi-trailer hitch); or
Exceed one or a combination of the below size limitations:

Gross weight GVM¹	4.0t
Width²	2.5m However, Track width cannot exceed 2.4m
Height	3.3m
Length³	5.5m

¹Gross Vehicle Mass of a vehicle is the maximum loaded mass of the vehicle as stipulated by the manufacturer, regardless of whether it is loaded
²Shell Width
³Including drawbar for caravans.

Limited Service Vehicles

Limited services will apply where a Nominated Vehicle is one or a combination of the following:

Gross Weight GVM 3.0-6.0 tonnes
Width 2.3m or greater
Height 2.0-3.3 metres
Length 5.5m or greater

Services and entitlements will be limited to include:

Service	Limitation
Battery Changes	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	Jump starts may be provided, up to 24-volt boost start only.
Lockouts	Lockout assistance will be provided at RACQ’s discretion, subject to the availability of specialist locksmith and/or parts.
Towing	Towing may be provided on Limited Service vehicles subject to attending service provider's equipment capability and Breakdown location and may incur an Additional Services charge. If towing cannot be provided, RACQ will endeavour to arrange towing with a third party at the clients expense.
Wheel Changes	Wheel changing assistance may be limited and may incur an Additional Services charge. The vehicle’s wheel nut spanner and jack (heavy duty, if required) must be provided.

All services for Limited Service Vehicles will incur an Additional Fee.

Motorcycles

Motorcycles requiring Roadside Assistance may experience delays in some rural areas, depending on the availability of equipment.

Service Exclusions

While RACQ will endeavour to assist you in all circumstances, may refuse to provide Services where it is unlawful or unsafe to do so or where RACQ is unable to do so due to circumstances outside our control or where the local service provider is unavailable to provide Services. In addition to those limitations already set out in these terms and conditions, RACQ will not provide Services:

Where the damage is caused by an Insurable Event;
Where the vehicle is an Ineligible Vehicle or an Ineligible Caravan or Trailer;
Where the vehicle is 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 yours, or someone else’s premises;
Where maintenance or general mechanical repairs are required, including temporary repairs to steering, brakes or other safety components. In such cases Service will be limited to the towing entitlement;
To the extent transportation of passengers beyond the safe carrying capacity of the towing vehicle is required;
Where RACQ cannot access the Nominated Vehicle due to the location of the Breakdown or other factors out of our control (e.g. weather events or flooding);
Where the Nominated Vehicle is parked in a difficult to access area, including but not limited to; parking garage, 4WD track, beach or in an area without Constructed Road/Driveway access. Refer to Specialist Towing;
The Nominated Vehicle contains animals or livestock for commercial purposes;
Where the Nominated Vehicle has suffered water ingestion including, but not limited to, traversing through flood waters or any other water crossing;
To the extent there is an unserviceable/damaged steering lock which prevents provision of the services.

RACQ does not repair broken windows or windscreens or supply replacement windscreens or windows, spare parts or tyres. In such cases Service will be limited to towing the vehicle to a place of repair within your Entitlements. Anything in excess of that distance will be charged to the Driver.

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.

If our local service provider is unavailable to perform Services you may be required to pay for the Service cost from a third party and claim reimbursements of your reasonably incurred costs in accordance with your Entitlements up to the limit of the Entitlement (view Reimbursements).

Other important information

RACQ may cancel your product (or cancel it in relation to a Nominated Vehicle) where we consider (acting reasonably) that it is necessary or appropriate to do so to protect the health and safety of our staff or contractors or to comply with our workplace health and safety obligations to them.

Overdue monthly invoices

Where the client acting reasonably queries or disputes a fee include in an invoice, the client shall notify RACQ of the reasons for disputing any amount and the Parties. The parties must act in good faith to resolve any such dispute within 30 days. Where the client has disputed an invoice it will not have to pay the portion of the invoice that is in dispute until the query has been satisfied or the dispute resolved. For the avoidance of doubt the Fleet Roadside Client will be required to pay all undisputed amounts.

Where a monthly invoice is overdue or left unpaid and is not the subject of a genuine dispute, Service may not be provided until the amount is paid.

Water crossings – islands, inland rivers, and creeks

RACQ will provide assistance on islands connected to the mainland by bridge only. Service on offshore islands is subject to availability. If the offshore island does not have a dedicated RACQ Service Provider, the member may be required to pay for the Service cost from a third party and claim reimbursements of your reasonably incurred costs in accordance with your Entitlements up to the limit of the Entitlement (view Reimbursements).RACQ will provide Services to the following locations within mainland Queensland where rivers need to be crossed: Jardine, Daintree, Bloomfield, Mossman and Noosa North Shore.

Where RACQ is able to assist you and incurs additional costs in providing Services to you on an island or river crossing, 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.

Travelling interstate

As well as our extensive network of Queensland Service Providers, RACQ has reciprocal arrangements with affiliate interstate Automobile Clubs.

Entitlements will be provided in accordance with what the interstate Automobile Club/Association would normally provide to their base level product holders. Entitlements will vary from state to state. Please call if you would like more information.

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 vehicle manufacturer’s specifications and the relevant Australian Standards.

Non-standard vehicles

The sizes and weights noted in the Terms and Conditions include any accessories or equipment fitted on or to a vehicle and any modifications made from the standard specification.

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 the 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 the Fleet Care Terms and Conditions, extra costs will be the client’s responsibility. Any repairs provided that incur an additional cost, will be at the client’s expense.

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 except to the extent caused by the negligent or unlawful act or omission of RACQ or an RACQ Service Provider, in which case, without limiting the following paragraph, RACQ’s liability will be limited to the lesser of the reasonable cost to repair the damage caused by the negligent or unlawful act of RACQ or the RACQ Service Provider to the Nominated Vehicle or other vehicle or property and the value of the Nominated Vehicle, or other vehicle or property.

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. You will not be liable for any indirect or consequential loss, including loss of income or any other expenses, or damage in respect of these terms and conditions.

Insurance coverage cost and risk are entirely your responsibility in all circumstances.

Non-Serviced Remote Area

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 from a third party and claim reimbursements of your reasonably incurred costs in accordance with your Entitlements up to the limit of the Entitlement (view Reimbursements).

Request Cancellations

Where a Service or Additional Service is requested and the request is subsequently withdrawn, RACQ may charge the call out fee (and any Additional Fees associated with extra attendance distances). This cancellation fee will apply if RACQ commits resources to the request prior to it being withdrawn.

Reimbursements

Without limiting any rights you are entitled to by law or expressly provided for in these terms, where RACQ is unable to provide an Entitlement to you, you may apply to RACQ for consideration of an ex-gratia payment of your reasonably incurred costs in accordance with your Entitlements. 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
Incident
Management
PO Box 4
SPRINGWOOD QLD 4127

Or email:
PIMS@racq.com.au

Refund Entitlements

Our Services come with guarantees that cannot be excluded under the Australian Consumer Law. These terms and conditions do not exclude or limit any of your rights under the Australian Consumer Law which that law prohibits from being excluded or limited.

A Customer is granted 21 days from the payment date of the specified invoice relating to onboarding a vehicle to the nominated fleet account.

After 21 days, there will be no refunds if you have simply changed your mind during the term of your Roadside Assistance policy.

For any inquiries corresponding to a fee-for-service call-out, contact the Fleet Care team and include all relevant details, accompanied by the original receipt covering payment, signed by an approved representative of the fleet account, and submitted within 90 days of the call for Services.

This correspondence can be addressed to:
RACQ Fleet Care
PO Box 4
SPRINGWOOD QLD 4127

Or email:
businessservices@racq.com.au

Service Conditions

Flat Battery	If a Nominated Vehicle’s battery is flat RACQ will provide a jump start, or when required, supply a RACQ battery for you to purchase, subject to availability. Jump starts may be provided, up to 24-volt boost start only. RACQ does not fit non-RACQ batteries. Batteries cannot be fitted to or serviced in vehicles where there is limited access to the battery or substantial removal of vehicle panels is required.
Battery depleted on Electric Vehicle	If a Nominated Vehicle’s Electric Vehicle battery is depleted, RACQ will provide you with a top up charge to enable the vehicle to be driven to the nearest Electric Vehicle charging station if in range. If RACQ are unable to provide a top up charge, due to mobile charging equipment being unavailable or for any other reason, RACQ will provide a tow to the nearest Accessible Charging Station or another destination. If towing to an Accessible Charging Station, the driver will need to provide their own charging cable and/or adaptor to charge the Electric Vehicle. Any costs associated with charging the Electric Vehicle will be at the drivers expense and are not able to be charged to the account.
Lockout	RACQ will provide attendance to unlock a Nominated Vehicle where the keys are locked inside. If RACQ cannot unlock the Nominated Vehicle, RACQ can help arrange professional locksmith services. Professional locksmith services may incur additional fees which cannot be charged to the account. Please note that a number of vehicles have been specifically designed by the manufacturer not to be broken into. Following a request to retrieve keys locked in the vehicle, RACQ will not take responsibility for any damage that may occur and will require that a waiver be signed prior to any work commencing.
Wheel Changing	In the event of a faulty tyre or wheel, RACQ will attend to replace it with the Nominated Vehicle’s spare tyre (provided that tyre is roadworthy and compatible). If a Nominated Vehicle requires a jack with a lifting capacity of greater than 1.6 tonnes or the Vehicles overall GVM is above 3.5 tonnes, the driver will need to provide a heavy duty jack. Should the weight of the wheel and tyre assembly be beyond the safe lifting capacity of a single person Additional Services charges may be incurred.
Emergency Fuel	Should a Nominated Vehicle run out of fuel, RACQ can arrange for the delivery of sufficient unleaded petrol or diesel to enable the vehicle to be driven to the nearest fuel station. In circumstances beyond RACQ’s control, such as a fuel strike, RACQ may be unable to provide this entitlement.
Specialist Towing	If following a Breakdown, or when a Nominated Vehicle is Bogged and Specialist Equipment and/or additional labour is required, any arrangements made by RACQ will incur an Additional Services charge. This also applies to the relocation of a Nominated Vehicle from height restricted areas such as a parking garage, or places which cannot be accessed without leaving a Constructed Road/Driveway. This does not apply to Insurable Events.

Definitions

Accessible Charging Station
Accessible Charging Station is any Electric Vehicle charging station that can be accessed by the RACQ Service Provider's Towing equipment, together with the Electric Vehicle.

Additional Fee
The fee for an Additional Service.

Additional Services
Services arranged and carried out by RACQ which are not covered by the call-out fee in accordance with the terms and conditions.

Breakdown
A 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 a Nominated Vehicle, and includes a pop top or camper Trailer, and is not an Ineligible Caravan or Trailer.

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 who is travelling in a Nominated Vehicle and who requests Services following a Breakdown.

Electric Vehicle
A vehicle with one or more motors that are partially or solely powered by electricity for propulsion. This includes battery electric (BEV), plug-in hybrid (PHEV), hybrid (HEV) and fuel cell (FCEV) vehicles.

Eligible Caravan or Trailer
Any Caravan or Trailer that is covered for RACQ Roadside Assistance. See criteria for Eligible Caravans and Trailers in the Service limitations section above.

Eligible vehicle
Any motor vehicle or motorcycle that are covered for RACQ Roadside Assistance. See criteria for Eligible Vehicles in the Service limitations section above.

Entitlements
The Service allowances and limits applicable to a Fleet Care product as set out in the Fleet Care Terms & Conditions.

Ineligible Caravan or Trailer
Caravans and Trailers that are Ineligible Caravans or Trailers in accordance with the criteria in the Service limitations section above.

Ineligible vehicle
Vehicles that are not Eligible to be covered by RACQ Roadside Assistance in accordance with the criteria for Ineligible Vehicles in the Service limitations section above.

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.

Limited service vehicle
Please refer to the Service limitations section above.

Nominated vehicle
An Eligible Vehicle with registration details listed on a Fleet Care policy.

RACQ service provider
A person engaged by RACQ to provide Services.

Remote Area
Any area where Roadside Assistance cannot be provided from an RACQ Service Provider or a service provider affiliated with an interstate Automobile Club/Association.

Roadside Assistance
The standard level of Roadside Assistance provided to you if a Nominated Vehicle breaks down.

Roadworthy
Meets the safety requirements for registration of the vehicle in the jurisdiction in which it is located.

Running gear
The Caravan or Trailer’s axle and wheel assemblies, springs, drawbars and couplings.

Service/s
Attendance requested where a Nominated Vehicle has suffered a Breakdown, or any one or more of the other Services outlined in this document.

Shell Width
The maximum distance measured across the body of the Caravan or Trailer.

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.

Track width
The overall tyre width and the linear distance between the exteriors of the ‘Sidewalls’ of an inflated tyre, including elevations due to labelling, decorations, or protective bands or rib.

Trailer
A two, four, or six-wheeled registered boat, horse or dog Trailer or any other type of Trailer towed behind a Nominated Vehicle, where the Trailer is not an Ineligible Caravan or Trailer.