RACQ Home Quick Fix Terms and Conditions
These Terms and Conditions use the following definitions:
Area Wide Disruption to Essential Services: where essential services in an area are disrupted or affected due to an event or incident (e.g. where there is a power blackout affecting a street or suburb caused by electricity lines or the local electricity grid being down due to a major storm).
Authorised Person: refer to section 3.3(a).
Contracted Service Provider: service provider contracted by RACQ to provide RACQ Home Quick Fix Services as set out in these Terms and Conditions.
Fixed Dwelling: a fixed and permanent residence, building, part of a building or structure which is self-contained and lockable (e.g. house, unit, flat or bungalow).
Home Incident: one or more of the incidents described in section 2.2.
Major Disasters include:
b) tornadoes, hurricanes, cyclones or major storms
f) political or industrial disturbances, riots or civil commotion
g) tsunami, tidal wave, storm surge or landslide
h) acts of terrorism
j) use, existence or escape of any nuclear or radioactive material or any biological, chemical or nuclear pollution or contamination.
Major Structural Damage:damage to the structural or supporting details of a house such as beams, joists, trusses and rafters or major damage to roofing, wall cladding or glazing.
Make-Safe Measures: refer to section 2.1(b)(i).
Nominated Property: the Property nominated by You for RACQ Home Quick Fix Services at the time of the request for the RACQ Home Quick Fix Services under these Terms and Conditions and for which the Service Callout Fee has been paid.
Property: any residential owner occupied or residential tenanted property including houses, duplexes, flats, units and apartments.
RACQ, we, our, us: RACQ Operations Pty Ltd ABN 80 009 663 414.
RACQ Home Quick Fix: a fee for service product provided by RACQ as described in these Terms and Conditions.
RACQ Home Quick Fix Included Materials: the low-value tools, equipment, parts and materials that are provided by the Tradesperson for use in providing RACQ Home Quick Fix.
RACQ Home Quick Fix Services: the RACQ Home Quick Fix services as set out in these Terms and Conditions.
Returnable Materials: refer to section 2.8.
Service Callout: refer to section 2.1(a).
Service Callout Fee: the fee payable by You before a Tradesperson will be dispatched to the Nominated Property, the amount of the fee will depend on the nature of the Home Incident. For information regarding how Service Callout Fees are calculated, visit www.racq.com.au/home-assistance/home-quick-fix or call 1800 466 334.
Tradesperson: an appropriately licensed contractor approved by RACQ and/or its Contracted Service Provider to provide RACQ Home Quick Fix Services.
Terms and Conditions: the terms and conditions set out in these ‘RACQ Home Quick Fix Terms and Conditions’.
You, your: a person who has paid the Service Callout Fee to receive RACQ Home Quick Fix.
2. RACQ Home Quick Fix
2.1 What is RACQ Home Quick Fix?
a) If You have a Home Incident at your Nominated Property, a Tradesperson will be dispatched to your Nominated Property for a period of up to one hour to provide assistance for the Home Incident You called for as described in section 2.1(b) below (a Service Callout), provided that You have paid the Service Callout Fee in accordance with section 3.1.
b) For Service Callouts:
i. the Tradesperson will take reasonable, temporary measures to make your Nominated Property as safe and secure as practicable, and minimise the possibility of further damage to your Nominated Property (Make-Safe Measures) (Make-Safe Measures are limited to what is reasonably practicable in the circumstances);
ii. in addition, the Tradesperson will resolve or repair the cause of the Home Incident if the repairs are relatively straightforward and can be completed 1) within one hour of the Tradesperson arriving at your Nominated Property and 2) using any RACQ Home Quick Fix Included Materials. The decision as to whether the cause of the Home Incident can be resolved or repaired in accordance with this paragraph is at the Tradesperson’s sole discretion and will be determined based on the circumstances; and
iii. where the Tradesperson is unable to resolve or repair the cause of the Home Incident in accordance with paragraph (ii) above, the Tradesperson will inform You of potential options for completing any further repairs required, and section 2.1(c) will apply.
c) You may request the Tradesperson to provide a quote for completing any further repairs required (provided that You are the owner of the Nominated Property and have appropriate authority to authorise repairs to the Nominated Property). However, any follow-up work performed after a Service Callout does not form part of RACQ Home Quick Fix. Those arrangements (and any associated costs) will be your responsibility (even if the follow-up work is performed by the Tradesperson) and RACQ will not be a party to or have any involvement in those arrangements. RACQ accepts no responsibility or liability for any work performed by the Tradesperson or by any third party outside the Service Callout.
d) The Tradesperson may be constrained in carrying out repairs at your Nominated Property and additional costs may be incurred at your expense, if:
i. the Tradesperson does not have the materials, components or equipment required to complete the repair
ii. specialist brand-specific knowledge, equipment and/or components are required to complete the repair, such as air-conditioning specialist, drain camera, water-jet machine, mechanical eel, etc
iii. we would need to destroy or demolish property, including walls, floors and ceilings, to complete the repair
iv. the damage or blockage of pipes has been caused by tree roots; or
v. the situation presents an environmental or occupational health and safety risk to the Tradesperson, such as rain at time of service period, wet roof, buildings more than one storey, high-pitched roofs, etc.
e) RACQ does not carry out any work directly. All contracts for works are entered into directly between the person who has taken up RACQ Home Quick Fix (such as You) and RACQ’s Service Provider. RACQ does not hold a QBCC licence and acts solely as a referrer.
2.2 Home Incidents
The Home Incidents for which we provide Service Callouts are limited to the following events:
|Type of Home Incident
|A damaged roof, gutter or downpipe causing a leak
||Damage to the roof, gutter or downpipe causes water to leak internally through the ceiling or walls.
|A blocked toilet, pipe or drain
||A blocked toilet, pipe or drain prevents smooth water flow, causing overflow or backup into the nearest outlet.
|A broken heating or cooling system
||Broken or damaged system as the result of gas or electrical problems, faulty components, or inability to reignite pilot light. Specialist referral may be required.
|A blackout or power failure in the house
||Supply of power to all or part of the house has been disrupted (excludes area-wide black-outs).
|Broken door or window
||Where home safety or security is threatened as the result of damaged lock, jammed external door or window. Excludes glass replacement.
|Being locked out of the house
||Unable to gain access to the home.
|A broken or damaged hot water system
||Burst hot water tank causing water leakage and resulting in water wastage or home or property damage. Broken or damaged system as the result of gas or electrical problems, faulty components, or inability to reignite pilot light.
|A broken pipe
||Burst pipe or joint, resulting in significant water loss, home or property damage.
|A broken tap
||Inability to control water flow as the result of a broken tap causing significant water loss, home or property damage. Excludes dripping taps.
|A gas leak
||Internal or external gas leaks as the result of damaged gas appliances or leaking gas pipelines.
2.3 Service availability
a) RACQ Home Quick Fix is available for Home Incidents 24 hours a day, every day of the year.
b) There may be circumstances where the Tradesperson is delayed or impeded in providing RACQ Home Quick Fix for reasons beyond their control. This is described in more detail in the sections below.
2.4 Response times
a) After receiving a request for assistance, RACQ Home Quick Fix Services will be provided as soon as practicable. Although the Tradesperson will use their best endeavours to arrive at your Nominated Property within two hours of your request for assistance, we cannot guarantee an arrival time, as this will depend on a variety of factors, including the location of your Nominated Property and the demand for RACQ Home Quick Fix at that time.
b) In particular, severe weather conditions or heavy rain may affect arrival times due to heavy demand in your area at that time. Where that occurs, the Tradesperson will provide assistance as quickly as practicable.
2.5 Service interruptions
a) The Tradesperson may be delayed or impeded in providing RACQ Home Quick Fix Services due to circumstances beyond their reasonable control, including Major Disasters; adverse weather conditions; directives issued by local, state and Federal governments impacting the provision of services; legislation, including the Biosecurity Act 2015 (Qld) and equivalent legislation dealing with pandemics impacting the movement of people and/or the supply of services; general unavailability of materials, parts, qualified personnel, equipment, fuel or other resources; failures in telecommunications, satellite and global positioning systems (including any loss of coverage), or otherwise where RACQ Home Quick Fix is not reasonably available.
b) In the circumstances referred to in paragraph (a) above, there will be no obligation to provide RACQ Home Quick Fix Services, but the Tradesperson will take reasonable steps to minimise the impact of such circumstances.
2.6 Exclusion of replacement parts and materials
RACQ Home Quick Fix does not include the provision of any materials that are not RACQ Home Quick Fix Included Materials, including but not limited to the following:
a) windows, doors, glass, tiles, carpets, fly screens and any other fittings, fixtures or ornamentation
b) fixed plumbing apparatus such as baths, sinks, taps or cisterns
c) roofing materials, roof gutters, curbing or drainpipes
d) galvanised pipes
e) gas cylinders or water tanks
f) power generators or motorised units
g) light fittings, switch boards or circuit breakers; or
h) door or window locks, handles, winders, remote controls, keys or key barrels.
2.7 Repair and make safe materials
RACQ Home Quick Fix includes the cost of minor parts and materials used in repairs or Make-Safe Measures during the Service Callout, provided that such materials are RACQ Home Quick Fix Included Materials. The cost of parts and materials used in follow up work outside the Service Callout will be borne by You.
2.8 Returnable Materials used in implementing Make‑Safe Measures
a) Some materials used in carrying out Make-Safe Measures may be returnable to the Tradesperson (Returnable Materials). All Returnable Materials remain the property of the Tradesperson who attended your Nominated Property. Returnable Materials will be identified to You and must be made available for collection by the Tradesperson after the Home Incident has been resolved or no later than 30 days following the Service Callout (whichever comes first).
b) You must not wilfully damage, sell or loan the Returnable Materials in your possession, or use them for any other purpose other than that for which they were provided. You are responsible for any loss or damage to the Returnable Materials.
2.9 Property boundaries
RACQ Home Quick Fix only covers Home Incidents within the property boundaries of your Nominated Property. RACQ Home Quick Fix does not cover a Home Incident to the extent that it occurs in or affects:
a) any building, structure or land outside the boundaries of the Nominated Property, including public, council, shared or common property; or
b) areas or equipment reasonably considered to be under the province and responsibility of utility providers, including gas or water meters, gas pipelines, electricity cables and grids, or water mains.
In these circumstances, the Tradesperson will, where possible, provide information to assist You to contact the relevant public authority or service provider to report and arrange for the resolution of the problem.
2.10 Environmental risks and occupational health and safety
Where we reasonably determine that there is:
a) a real risk or danger to the life, health, safety or property of any person; or
b) a real risk of causing significant damage to the environment, we may only be able to provide limited assistance or may be unable to provide RACQ Home Quick Fix at all. In such circumstances, we will refer the emergency to the appropriate authorities.
2.11 Nature of RACQ Home Quick Fix
a) RACQ Home Quick Fix is not:
i. a replacement for home insurance
ii. general maintenance, preventative or handyman services; or
iii. an emergency rescue or disaster response service.
b) Where an emergency situation poses a risk to your personal safety or property, or the personal safety and property of any other person, You should first contact appropriate emergency or rescue services, such as the State Emergency Service (SES) or the ‘000’ Emergency Service or the appropriate utility providers (e.g. your electricity or gas supplier, or your local water corporation).
2.12 Exclusions from RACQ Home Quick Fix
RACQ Home Quick Fix does not cover events which are not Home Incidents, including but not limited to:
a) the need for replacement parts and materials (see section 2.6 above)
b) Major Structural Damage
c) Area Wide Disruption to Essential Services
d) disruption to essential services as the result of disconnection by the relevant authority or service provider
e) Major Disasters
f) requests for general maintenance, preventative or handyman work (such as replacement of light globes or tap washers)
g) breakdown, loss or damage to portable appliances, saniflow toilets and other mechanical equipment
h) damaged hedges, fences, gates or awnings
i) failure of alarms, home security systems and CCTV
j) damaged swimming pools including parts, components, pumps, motors and plumbing or filtration systems
k) damaged solar power systems or components
l) damaged fly screens or internal doors, windows or shower screens; or
m) damaged garden appliances, sprinkler or watering systems.
2.13 Clean up procedures
Although the Tradesperson will remove any debris or clean any mess from the Nominated Property which is a direct result of the assistance provided by the Tradesperson, neither RACQ or the Tradesperson are responsible for clearing fallen trees, broken appliances, broken doors or glass or any other debris or mess not caused by the Tradesperson.
3. RACQ Home Quick Fix fees
a) You or an Authorised Person must pay the Service Callout Fee (over the phone, and by credit card) before a Tradesperson will be dispatched to the Nominated Property.
b) The Service Callout Fee is not refundable, including in circumstances where your Nominated Property is unattended when the Tradesperson arrives or if You advise us that emergency assistance is no longer required after a Tradesperson has already been dispatched.
c) If You would like to find out what the current fees are, please visit www.racq.com.au/home-assistance/home-quick-fix or call us on 1800 466 334.
3.2 Who can request RACQ Home Quick Fix?
a) An owner of an eligible residential property who is 18 years of age or over may request RACQ Home Quick Fix.
3.3 Authorised Persons
By requesting RACQ Home Quick Fix, You:
a) authorise RACQ to accept requests for Service Callouts in respect of the Nominated Property from any persons at the Nominated Property at the time of the Home Incident (Authorised Persons)
b) accept any risk associated with this authorisation; and
c) agree to ensure that any Authorised Persons are 18 years of age or over.
3.4 Is your property eligible for RACQ Home Quick Fix Services?
a) RACQ Home Quick Fix Services are available for residential Properties that are Fixed Dwellings only (including houses, duplexes, flats, units and apartments).
b) You cannot make requests for RACQ Home Quick Fix Services for any of the following types of properties:
i. non-residential properties
ii. properties used for commercial, retail, office, industrial or professional purposes
iii. properties used for commercial farming or agricultural purposes
iv. portable, temporary or non-Fixed Dwellings, buildings or structures such as caravans, trailers, campervans, recreational or other vehicles.
3.5 Which geographical areas are covered by RACQ Home Quick Fix?
RACQ Home Quick Fix is available in suburbs and postcodes as determined by RACQ from time to time. For details of these suburbs and postcodes, please call 1800 466 334.
3.6 Requesting RACQ Home Quick Fix
a) You, or the Authorised Person who requested the Service Callout, must be present at the Nominated Property when the Tradesperson arrives and at all times during the Service Callout. If the Nominated Property is not attended when the Tradesperson arrives, the assistance cannot be provided and the Service Callout Fee will not be refunded.
b) Further Service Callouts (whether relating to the same Home Incident or another Home Incident) will be considered an additional, separate Service Callout for which a separate Service Callout Fee must be paid. For example, where a Tradesperson (for example, a plumber) is dispatched to your Nominated Property, but it becomes apparent that the services of a different type of Tradesperson (for example, an electrician) are required, You must pay an additional, separate Service Callout Fee before an additional Tradesperson will be dispatched to your Nominated Property.
c) Where You or the Authorised Person requires the assistance of a locksmith to enter the Nominated Property, satisfactory proof of identity (as determined by the Tradesperson) must be provided to the Tradesperson. If You or the Authorised Person cannot provide satisfactory proof of identity, the Tradesperson will not provide any assistance in gaining entry to the Nominated Property, and the Service Callout Fee will not be refunded.
4. Changes to these Terms and Conditions
a) You are bound by the latest version of the RACQ Home Quick Fix Terms and Conditions. These are available at www.racq.com.au/home-assistance/home-quick-fix or by calling 1800 466 334.
b) From time to time, RACQ may require changes to be made to its products in order to respond to changes in legislation or other factors. Any such changes will be made in accordance with this section 4.
c) We will notify You of any changes to the Terms and Conditions by placing a notice on our website.
d) Where there are material changes to these Terms and Conditions that may adversely affect You or limit the benefit provided under these Terms and Conditions, we will provide additional notice to You by way of the mailing address or email address You have provided to RACQ. We will give at least one month’s notice of such changes.
5. General Limitations
5.1 Method of service delivery
a) The method of delivery of RACQ Home Quick Fix, including the type of services and the choice of approved Tradesperson, is at the sole discretion of RACQ and its Contracted Service Provider.
b) RACQ is committed to ensuring appropriately qualified and licensed Tradespeople or service providers carry out RACQ Home Quick Fix Services.
c) RACQ will not itself carry out that work, so any reference in these Terms and Conditions to the effect of a promise to carry out work (including any repairs of defective work), and in particular to carry out any “building work” as defined in the Queensland Building and Construction Commission Act 1991 (Qld) means that the Contracted Service Provider will ensure appropriately qualified and licensed Tradespeople or service providers are available to carry out the work.
5.2 Limitation of liability
a) All guarantees, terms, conditions, warranties, undertakings, inducements or representations whether express or implied, statutory or otherwise, relating to these Terms and conditions are excluded to the maximum extent permitted by law:
i. except as provided in paragraph (b) below; and
ii. except where these Terms and Conditions expressly state otherwise.
b) Nothing in these Terms and Conditions excludes, restricts or modifies any right or remedy, or any guarantee, term, condition, warranty, undertaking, inducement or representation, implied or imposed by any legislation which cannot lawfully be excluded or limited. This may include the Australian Consumer Law in Schedule 2 of the Competition and Consumer Act 2010 (Cth), which contains guarantees that protect the purchasers of goods and services in certain circumstances.
c) If You believe that the RACQ Home Quick Fix Services received at your Nominated Property were defective or caused damage to your Nominated Property, please contact 1800 466 334 or provide your feedback through our website racq.com.au within 30 days following the Service Callout. If RACQ and/or our Contracted Service Provider is given a reasonable opportunity to inspect the Nominated Property before further repairs are carried out, and determines that the RACQ Home Quick Fix Service were defective or caused damage to your Nominated Property, a Tradesperson will repair the damage to your Nominated Property. This does not apply where the damage to your Nominated Property is caused by your modification or neglect or by your failure to complete any further repairs required to remedy the Home Incident.
d) Notwithstanding paragraph (c) above, RACQ does not represent that any Nominated Property (or part thereof) to which the RACQ Home Quick Fix Services have been provided will be, or will remain for any period of time, in working order, and accepts no liability to any person in connection with the RACQ Home Quick Fix Services, including, without limitation, in connection with damage to property or personal accidents or injuries and whether in tort, contract or otherwise. If, notwithstanding the above, RACQ is found to be liable to You and/or any other person in connection with the RACQ Home Quick Fix Services, including, without limitation, in connection with damage, accidents or injuries and whether in tort, contract or otherwise, RACQ’s liability is limited to a sum not exceeding $10,000 (which shall include legal costs) in respect of the aggregate of all claims during any consecutive period of 12 months.
e) Except where You direct the attending Tradesperson not to undertake any particular RACQ Home Quick Fix Services and You notify RACQ of such direction (in each case before commencement of the relevant RACQ Home Quick Fix Services), You are responsible for any loss or damage that You suffer in connection with:
i. any adverse impact on an existing insurance claim or subsequent insurance claim or any legal action
ii. the voiding of any warranty
iii. breaches of any obligations You owe to any other person; or
iv. assistance provided to You through RACQ Home Quick Fix.
f) RACQ accepts no liability to any person in connection with any advice given to You or any other person in the course of or in connection with the RACQ Home Quick Fix Services.
g) If, notwithstanding the above, RACQ is found to be liable to You and/or any other person in connection with any advice given to You or any other person in the course of or in connection with the RACQ Home Quick Fix Services, RACQ’s liability is limited to a sum not exceeding $10,000 (which shall include legal costs) in respect of the aggregate of all claims during any consecutive period of 12 months.
h) RACQ may amend, vary or withdraw any aspect of the RACQ Home Quick Fix Services at any time and its maximum liability to You is limited to the amount of the fee paid by You for the RACQ Home Quick Fix Services.
i) To the maximum extent permitted by law, RACQ will not be liable to any person for any indirect, special or consequential loss or damage suffered by any person in connection with the RACQ Home Quick Fix Services. This applies to all claims, whether such claims are made in tort (including without limitation negligence), in equity, under statute or on any other basis.
6. Cancellation, Refund and Suspension
6.1 Refund Policy
Unless we are required by law to give a refund, fees paid for Home Quick Fix Services are non-refundable.
6.2 RACQ’s right to refuse your request for RACQ Home Quick Fix
a) We may refuse your request for RACQ Home Quick Fix where:
i. in our reasonable opinion, or in the reasonable opinion of the Tradesperson, You or any person at the Nominated Property is acting or behaving in a manner that is inappropriate, improper, hostile, threatening, abusive or dangerous; or
ii. there are any payments owed by You under these Terms and Conditions. RACQ Home Quick Fix will not be provided until You make all such payments in full.
b) You acknowledge that the provision of RACQ Home Quick Fix Services may be suspended and without penalty or refund where:
i. You have materially breached these Terms and Conditions and the breach has not been or cannot be remedied; or
ii. in our reasonable opinion or in the reasonable opinion of the Tradesperson, You are acting or have acted in a manner that is inappropriate, improper, hostile, threatening, abusive or dangerous.
7. Fair use policy
a) Whilst You pay a Service Callout Fee for a Tradesperson to attend an eligible Home Incident, it is important to us that all users of RACQ Home Quick Fix are able to access entitlements and our expectation is that You will maintain your Nominated Property in good order. Therefore, we reserve the right to limit or refuse to provide RACQ Home Quick Fix where, in our reasonable opinion, your use of RACQ Home Quick Fix is excessive, unreasonable or not reasonably required in the circumstances.
b) For example, it may be unreasonable for You to receive multiple Service Callouts for the same Home Incident (for example, the same blocked toilet, pipe or drain).
You are expected to take reasonable steps to resolve the underlying issue causing the fault.
Any provision of these Terms and Conditions which is wholly or partially void or cannot be enforced will not apply to the extent that it is void or cannot be enforced. The remainder of these Terms and Conditions will continue to apply.
The RACQ group collects, uses and discloses your personal information in line with our Privacy Statement which is available free of charge from racq.com.au or You can request a copy from an RACQ consultant.
By agreeing to these Terms and Conditions, You also acknowledge that You have read and agree to our Privacy Statement.
You also agree that we may, from time to time, use your information to market services or products to You, or to conduct surveys to ensure the quality of RACQ Home Quick Fix (including by providing your feedback to our service providers). If You do not wish to receive such material, You can contact us any time and we will generally process your request within 14 days of receipt.
10. Contact Us
For further information, please see your local RACQ store, visit our website at racq.com.au or call us 24 hours every day on 13 19 05.
To request assistance for a Home Incident, call us 24 hours every day on 1800 466 334.
Service provided by Club Home Response Pty Ltd ABN 82 168 839 487, QBCC licence 1315280.