Applicable to members with RACQ Roadside Assistance

Roadside Assistance App terms and conditions

View the terms and conditions for the RACQ Roadside Assistance App.

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Eligibility Who is covered? Waiting periods Service limitations What is covered? Fees Other important information Product brochures

Eligibility

Roadside assistance is available only to Members who are permanent residents of Queensland and who provide details of their Queensland drivers licence. 

Upgrade options to Roadside (Roadside Extra, Ultra Care, Plus Care and RACQ Ultimate) are available as an upgrade Option only to those Members eligible for Roadside, on the condition that the Nominated Vehicle is both registered and in a sound condition.

Who is covered?

Your Roadside Assistance product entitles any Driver of your Nominated Vehicle to Roadside Assistance after a breakdown*. 

In all cases, Roadside Assistance Entitlements will only be provided if the Driver is a permanent resident of Australia. RACQ may request that the Driver provide evidence of this. Where evidence cannot be provided RACQ may require the Driver to pay for the relevant Entitlement (or Travel Entitlement in the case of Plus Care, Ultra Care and RACQ Ultimate).

RACQ reserves the right to decline any application or renewal to Roadside or any Upgrade Options to Roadside at any time.  This includes decisions regarding access to your Entitlements.

Ultra Care and RACQ Ultimate Entitlements

Members of Ultra Care and RACQ Ultimate are entitled to Personal Roadside Assistance and can access Entitlements following a breakdown in any Eligible Vehicle. 

* Members who are at the Gold or Gold50 loyalty level or in the second year of the free2go program are eligible to receive Personal Roadside Assistance at the Roadside level.

Waiting Periods

There is a 24-hour waiting period for RACQ Roadside Assistance following the processing and approval of applications. 

If you don’t have RACQ Roadside Assistance and decide to purchase at the time of breakdown or when you need immediate assistance, you will need to pay a $98 immediate service charge, in addition to the product annual fee. A 72-hour waiting period also applies to the extended benefits of Plus Care, Ultra Care and RACQ Ultimate – this cannot be waived upon payment of the immediate service charge.

A $60 surcharge will apply:
  • for existing members or their spouse if requiring immediate service when broken down in vehicles not already nominated for roadside assistance; and
  • when reinstating an expired roadside assistance policy at the time of requiring immediate service.

For Plus Care, Ultra Care and RACQ Ultimate Entitlements, a 72-hour waiting period applies following the processing and approval of applications for these options. Benefits do not apply to any incident occurring within these waiting periods. 

Upon approval of application, a Product Pack will be sent. Please allow up to 4 weeks for delivery.

It is the Member’s responsibility to inform RACQ promptly of any change in their details, including residential address, Nominated Vehicle and other relevant information. These details may affect your Entitlements.

Change of Nominated Vehicle for Plus Care, Ultra Care and RACQ Ultimate

A 72-hour waiting period applies to all Plus Care, Ultra Care and RACQ Ultimate Entitlements including Travel Entitlements for all Drivers in the case of Plus Care. For Ultra Care and RACQ Ultimate, this includes all drivers but the member. 

Change of residential address for Plus Care, Ultra Care and RACQ Ultimate

A 72-hour waiting period applies to all Travel Entitlements.

Service Limitations

The decision as to whether Services can be provided for a particular vehicle will be at RACQ’s discretion. 

Ensure you read through the Other Important Information section for other conditions, limitations and exclusions that may apply to the Services RACQ provides in certain circumstances.


Any motor vehicle or motorcycles which meet the following criteria:
  • Used for private purposes only;
  • Registered;
  • Roadworthy;
  • Does not exceed 4 tonnes GVM (weight) loaded or unloaded;
  • Does not exceed 5.5 metres in length (Applicable to Roadside, Roadside Extra and Plus Care);
  • Does not exceed 7 metres in length including drawbar for caravans (Applicable to Ultra Care only);
  • Does not exceed 9.7 metres in length including drawbar for caravans (Applicable to RACQ Ultimate only);
  • Does not exceed 2.3 metres in width;
  • Does not exceed 3.3 metres in height;
  • Not an Ineligible Vehicle.

RACQ does not cover motor vehicles or motor cycles that are: 

Ineligible vehicles as defined below;

  • Taxis, limousines and other private rental hire vehicles;
  • Rental vehicles;
  • Vehicles being operated for any commercial use whether personally or as part of a business;
  • Vehicles offered for sale by licensed motor vehicle dealer;
  • Unregistered vehicles or vehicles on a day or temporary registration permit;
  • Registered and unregistered tractors and farm equipment;
  • Vehicles involved in or being tested for any form of racing or motor sports;
  • Already situated, or receiving services, at any garage, or service station, including that of an RACQ Service Provider, or undergoing mechanical or electrical repairs at your premises;
  • Classic Vehicles; or
  • Other vehicles as determined from time to time, details available from RACQ.

RACQ does not cover vehicles that exceed one or a combination of the following: 
  • Vehicles over 4 tonnes GVM (weight) loaded or unloaded;
  • Trucks, Buses and other heavy vehicles;
  • Motorised homes over 4 tonnes;
  • Width exceeding 2.3 metres;
  • Height exceeding 3.3 metres;
  • Length exceeding 5.5 metres.

RACQ does not cover Caravans, Trailers and Motorhomes that:
  • Are used as a permanent place of residence. A Caravan that has been situated at one location for more than four weeks may be deemed as being a permanent place of residence;
  • Exceed 4 tonnes GVM (weight) loaded or unloaded;
  • Exceed 5.5 metres in length (Applicable to Roadside, Roadside Extra and Plus Care)
  • Exceed 7 metres in length including drawbar for caravans (Applicable to Ultra Care only)
  • Exceed 9.7 metres in length including drawbar for caravans (Applicable to RACQ Ultimate only)
  • Exceed 2.3 metres in width;
  • Exceed 3.3 metres in height;
  • Use a fifth wheel (semi-trailer hitch); or
  • Are unregistered or rental Caravans, Trailers or Motorhomes or those on a day registration permit.

You are entitled to receive the Entitlements set out in these terms and conditions for Eligible Caravans, Trailers and Motorhomes. 

Where your Eligible Caravan, Trailer or Motorhome requires towing, RACQ will only be able to assist where your Running Gear is in a serviceable condition for Towing. Where Specialist Equipment or excess distance is required, you will be required to pay the additional cost.

If the caravan or trailer being towed by the Nominated Vehicle experiences a minor mechanical or electrical breakdown, an RACQ patrol will attend within your Entitlements. If the caravan or trailer requires towing, RACQ can help arrange this at the Driver’s expense. 

If the Nominated Vehicle requires towing while it is towing a 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 and you may need to pay for the Service cost or claim reimbursement up to the limit of the benefit. 

To be considered eligible, your Caravan, Trailer or Motorhome must meet the following criteria:

  • Registered;
  • Roadworthy;
  • Does not exceed 5.5 metres in length (Applicable to Roadside, Roadside Extra and Plus Care);
  • Does not exceed 7 metres in length including drawbar for caravans (Applicable to Ultra Care only);
  • Does not exceed 9.7 metres in length including drawbar for caravans (Applicable to RACQ Ultimate only);
  • Does not exceed 2.3 metres in width;
  • Does not exceed 3.3 metres in height;
  • Does not exceed 4 tonnes GVM (weight) loaded or unloaded;
  • Not an Ineligible Caravan, Trailer or Motorhome.

Where your Nominated Vehicle, Caravan, Trailer or Motorhome is classified as a Limited Service Vehicle, services and Entitlements will be limited. 

Limitations 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, providing only one battery is unserviceable.

Lockouts

Lockout assistance may be limited.

Towing

No towing entitlement. RACQ will endeavour to arrange towing subject to tow truck availability, at your additional cost.

No vehicle recovery towing Entitlement.

Wheel Changes

Wheel changing assistance may be limited, and may incur an additional fee. The vehicle’s wheel nut spanner and jack (heavy duty, if required) must be provided.

The Entitlements set out in this brochure apply to Imported Second Hand Vehicles, subject to the following:
  • RACQ will not locate and transport urgent spare parts, however an RACQ consultant may be able to put you in contact with a parts supplier.

Motorcycles requiring roadside assistance Services may experience delays in some country areas, depending on the availability of equipment.
While RACQ will endeavour to assist you in all circumstances, RACQ at its sole discretion, reserves the right to refuse to provide Services. In addition to those limitations already set out in these terms and conditions, Service does not include:
  • Assistance where less than 24 hours has passed since you purchased Roadside Assistance;
  • The damage is caused by an Insurable Event;
  • Services associated with broken windscreens or windows;
  • Your vehicle is an Ineligible Vehicle or an Ineligible Caravan, Trailer or Motorhome;
  • Your vehicle is already situated, or receiving services, at any garage, or service station, including that of an RACQ Service Provider;
  • The supply of spare parts or tyres;
  • You require maintenance or general mechanical repairs, including temporary repairs to steering, brakes or other safety components. In such cases Service will be extended to towing the vehicle to a place of repair within the distance entitlements.  Anything in excess of that distance will be charged to the Driver;
  • Transportation of passengers beyond the safe carrying capacity of the towing vehicle;
  • RACQ has already provided a service in respect of one Breakdown, excluding the Gold and Gold50 member entitlement of a second tow at no charge up to 20km; 
  • Vehicles that have become bogged or disabled on a beach or in a bushland area; 
  • Unexpected events such as storms, floods or other unexpected events prevent us from assisting you;
  • Assistance where the Breakdown site is on gazetted 4WD tracks;
  • The transport of pets or livestock;
  • Vehicles that cannot be accessed by 2WD patrol or recovery vehicles; 
  • Any vehicle that has suffered water ingestion including, but not limited to, traversing through flood waters or any other water crossing;
  • In the event of lost keys, or unserviceable/damaged steering locks. 
In some instances, RACQ may provide a referral service to specialists who may be able to assist in the above situations at the Driver’s cost. 

Fees

  • Roadside Assistance is valid for one year from the payment of the annual fee. A renewal will be issued approximately 4 weeks prior to the expiry date
  • An immediate surcharge fee may apply in certain situations. See the Waiting Period section for more information
  • If you choose to upgrade your Roadside Assistance; additional fees apply to upgrade options
  • All fees are valid from 1 May 2017 and are inclusive of GST
  • Services are provided as per the benefits and limits of the selected Roadside Assistance option (Roadside/Roadside Extra/Plus Care/Ultra Care/RACQ Ultimate). Where the cost of these services exceeds the benefit limit, additional fees may be incurred by the driver.

What is covered?

If your Nominated Vehicle won’t go or stops due to mechanical or electrical problems, we’ll try to get it mobile again for you. If we can’t, we’ll have it towed within your Entitlements.  From that point any repairs are at your discretion and cost.  Please note, Entitlements will not be provided for a problem that pre-existed or occurred within an applied waiting period. Roadside Assistance does not cover you for an Insurable Event and is not a substitute for motor vehicle insurance. 

Where a Breakdown occurs in a Remote Area RACQ may be able to assist however, any Services provided will incur an additional expense. 

In the case of Plus Care, Ultra Care and RACQ Ultimate, any attendance or towing costs incurred over the standard Roadside benefits will be taken out of your Upgrade Option Entitlements. 

To find out what is covered under your Entitlements, please click the relevant option below. 

Any Specialist Equipment and/or additional labour for the Entitlements set out below may be at the Driver’s cost.


Feature/ Benefit

Roadside

Entitlement

What is Covered?

Call Outs

Yes

You are entitled to roadside assistance call outs on your Nominated Vehicle, subject to the terms of our Excess Use program.

Roadside Assistance

Attendance up to 50km

Attendance is provided to your Nominated Vehicle, from the Attending RACQ Service Provider’s Premises to the point of Breakdown, at no charge, within your attendance Entitlement.

Towing

Up to 20km, or

up to 50km en route to the attending RACQ Service Provider’s premises

If the Nominated Vehicle cannot be made mobile on the roadside in a Metro Area, we can arrange for towing to the nearest repairer.

Outside of Metro Areas, we can arrange for towing to the attending RACQ Service Providers premises or intermediate location en route in accordance with your Entitlements.

Deviation from the direct route on return to the RACQ Service Providers premises may incur additional fees.

This Entitlement is for one tow per breakdown at no charge.

A second tow relating to the one Breakdown is available to members with Gold and Gold50 loyalty up to 20km in any direction at no charge.

Towing Entitlements are not available in the event of lost, damaged or stolen keys or lockout.

Please see the Service Limitations Section for details on towing entitlements for Eligible caravans and trailers.

Flat Battery

Yes

If your Nominated Vehicle’s battery is flat we will provide a jump start, or when required, supply a RACQ battery at your expense, subject to availability. There is no cost for fitting an RACQ battery to the Nominated Vehicle.

RACQ do not fit non-RACQ batteries.

Emergency Fuel Assistance

RACQ will attend

Should your Nominated Vehicle run out of fuel, RACQ can arrange for the delivery of unleaded petrol or diesel. The fuel is provided at the Driver’s cost. RACQ will provide sufficient fuel to enable the Nominated 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 benefit.

Lockout

Yes

Where you have locked your keys in the car RACQ will provide attendance to open your Nominated Vehicle up to your Entitlements. 

Please note that a number of vehicles have been specifically designed by the manufacturer not to be broken into. Following your request to retrieve keys locked in the vehicle, RACQ will not take responsibility for any damage that may occur and will request that a waiver be signed in acknowledgement prior to any work commencing.

In the event of lost keys, damaged locks, or when we are unable to open your Nominated Vehicle, the service of a locksmith can be arranged at the Driver’s cost.

Wheel Changing

Yes

In the event of a faulty tyre or wheel, we will attend within your Entitlements to replace it with the Nominated Vehicle’s Roadworthy spare. 

Where a vehicle requires a jack with a lifting capacity of greater than 1.8 tonnes, you will need to provide a heavy-duty jack.

Where the weight of the wheel and tyre assembly is beyond the safe lifting capacity of a single person, a service fee for additional assistance may be charged.

Bogged Vehicle

RACQ will attend

If your Nominated Vehicle has become bogged, RACQ will provide attendance and assist where possible in accordance with your Entitlements where it can be accessed without leaving a Constructed Road/Driveway. 

If Specialist Equipment or additional labour is required, this will be at your expense. 


Any Specialist Equipment and/or additional labour for the Entitlements set out below may be at the Driver's cost.

Feature/ Benefit

Roadside Extra

Entitlement

What is Covered?

Call Outs

Yes

You are entitled to roadside assistance call outs on your Nominated Vehicle, subject to the terms of our Excess Use program.

Roadside Assistance

Attendance up to 65km

Attendance is provided to your Nominated Vehicle, from the Attending RACQ Service Provider’s Premises to the point of Breakdown, at no charge, within your attendance Entitlement

Towing

Up to 35km, or

up to 65km en route to the attending RACQ Service Providers premises

If the Nominated Vehicle cannot be made mobile on the roadside in a Metro Area, we can arrange for towing to the nearest repairer. 

Outside of Metro Areas, we can arrange for towing to the attending RACQ Service Providers premises or intermediate location en route in accordance with your Entitlements.

Deviation from the direct route on return to the RACQ Service Providers premises may incur additional fees

This Entitlement is for one tow per breakdown at no charge.

 A second tow relating to the one Breakdown is available to members with Gold and Gold50 loyalty up to 20km in any direction at no charge.

Towing Entitlements are not available in the event of lost, damaged or stolen keys or lockout.

Please see the Service Limitations section for details on towing entitlements for Eligible caravans and trailers.

Flat Battery

Yes

If your Nominated Vehicle’s battery is flat we will provide a jump start, or when required, supply a RACQ battery at your expense, subject to availability. There is no cost for fitting an RACQ battery to the Nominated Vehicle.

RACQ do not fit non-RACQ batteries.

Emergency Fuel Assistance

RACQ will attend

Should your Nominated Vehicle run out of fuel, RACQ can arrange for the delivery of unleaded petrol or diesel. The fuel is provided at the Driver’s cost. RACQ will provide sufficient fuel to enable the Nominated 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 benefit.

Lockout

Yes

Where you have locked your keys in the car RACQ will provide attendance to open your Nominated Vehicle up to your Entitlements. 

Please note that a number of vehicles have been specifically designed by the manufacturer not to be broken into. Following your request to retrieve keys locked in the vehicle, RACQ will not take responsibility for any damage that may occur and will request that a waiver be signed in acknowledgement prior to any work commencing.

In the event of lost keys, damaged locks, or when we are unable to open your eligible Nominated Vehicle, the service of a locksmith can be arranged at the Driver’s cost.

Wheel Changing

Yes

In the event of a faulty tyre or wheel, we will attend within your Entitlements to replace it with the Nominated Vehicles Roadworthy spare. 

Where a vehicle requires a jack with a lifting capacity of greater than 1.8 tonnes, you will need to provide a heavy duty jack.

Where the weight of the wheel and tyre assembly is beyond the safe lifting capacity of a single person, a service fee for additional assistance may be charged.

Bogged Vehicle

RACQ will attend

If your Nominated Vehicle has become bogged, RACQ will provide attendance and assist where possible in accordance with your Entitlements where it can be accessed without leaving a Constructed Road/ Driveway. 

If Specialist Equipment or additional labour is required, this will be at your expense. 


Any Specialist Equipment and/or additional labour for the Entitlements set out below may be at the Driver’s cost.

Feature/ Benefit

Plus Care Entitlement

What is Covered?

Call Outs

Yes

You are entitled to roadside assistance call outs on your Nominated Vehicle, subject to the terms of our Excess Use program.

Roadside Assistance

Attendance up to 100km

Attendance is provided to your Nominated Vehicle, from the Attending RACQ Service Provider’s Premises to the point of Breakdown, at no charge, within your attendance Entitlement

Towing

Up to 50km, or

up to 100km en route to the attending RACQ Service Providers premises

If the Nominated Vehicle cannot be made mobile on the roadside in a Metro Area, we can arrange for towing to the nearest repairer. 

Outside of Metro Areas, we can arrange for towing to the attending RACQ Service Providers premises or intermediate location en route in accordance with your Entitlements.

Deviation from the direct route on return to the RACQ Service Providers premises may incur additional fees.

This Entitlement is for one tow per breakdown at no charge.

A second tow relating to the one Breakdown is available to members with Gold and Gold50 loyalty up to 20km in any direction at no charge.

Towing Entitlements are not available in the event of lost, damaged or stolen keys or lockout.

Please see the Service Limitations section for details on towing entitlements for Eligible caravans and trailers.

Specialist Towing

Up to $110 p.a.

RACQ will arrange and pay for the cost of any Specialist Equipment and labour needed to recover the Nominated Vehicle from difficult conditions.  Any costs above the annual limit will be at your expense. This benefit will not apply to Insurable Events.

Taxi after Towing

Up to $27 p.a.

If required, RACQ will arrange and pay for a taxi after each towing event in accordance with your Entitlements.

Taxi services will be subject to the availability of taxis in the relevant area.

Flat Battery

Yes

If your Nominated Vehicle’s battery is flat we will provide a jump start, or when required, supply a RACQ battery at your expense, subject to availability. There is no cost for fitting an RACQ battery to the Nominated Vehicle.

RACQ do not fit non-RACQ batteries.

Emergency Fuel Assistance

Up to $30 p.a.

Should your Nominated Vehicle run out of fuel, RACQ can arrange for the delivery of unleaded petrol or diesel in accordance with your Entitlements.  RACQ will provide sufficient fuel to enable the Nominated Vehicle to be driven to the nearest fuel station.  The total annual entitlement cannot be used in a single instance, or if the vehicle is situated at a service station.

In circumstances beyond RACQ’s control, such as a fuel strike, RACQ may be unable to provide this benefit.

Lockout

Yes

Where you have locked your keys in the car RACQ will provide attendance to open your Nominated Vehicle up to your Entitlements. 

Please note that a number of vehicles have been specifically designed by the manufacturer not to be broken into. Following your request to retrieve keys locked in the vehicle, RACQ will not take responsibility for any damage that may occur and will request that a waiver be signed in acknowledgement prior to any work commencing.

Emergency Locksmith Assistance

Up to $110 p.a.

If the key to your Nominated Vehicle or Caravan has been lost, damaged or stolen, where possible, RACQ will arrange and pay for the services of a locksmith in accordance with your Entitlements.

The annual entitlement may only be used towards the parts and/or labour required by the locksmith to:

  • Replace one ignition key for the Nominated Vehicle; or
  • Replace one door entry key, or gain access to a Caravan

If the Nominated Vehicle is immobilised by an anti-theft device, assistance will be provided for the purpose of removing the device only.

You will be responsible for the cost of any replacement parts, ignition barrels, immobilisers, door locks and door keys.

Wheel Changing

Yes

In the event of a faulty tyre or wheel, we will attend within your Entitlements to replace it with the Nominated Vehicle’s Roadworthy spare. 

Where a vehicle requires a jack with a lifting capacity of greater than 1.8 tonnes, you will need to provide a heavy duty jack.

Where the weight of the wheel and tyre assembly is beyond the safe lifting capacity of a single person, a service fee for additional assistance may be charged.

Bogged Vehicle

RACQ will attend, Specialist Towing Entitlements may apply

If your Nominated Vehicle has become bogged, RACQ will provide attendance and assist where possible in accordance with your Entitlements where it can be accessed without leaving a Constructed Road/ Driveway. 

Additionally, Specialist Towing Entitlements will apply for Specialist Equipment and/or additional labour required for the Recovery of your vehicle.  Any additional costs above the annual Specialist Towing Entitlement amount will be at your expense.

Travel Entitlements

You will be eligible to access Travel Entitlements where a Nominated Vehicle, Caravan, Trailer or Motorhome:
  • suffers a Breakdown 100km or more from the Driver’s Home address; and 
  • RACQ estimates the repairs will take more than 48 hours, 
All benefits will be subject to local availability.  Some Remote Area restrictions may apply. 

The Nominated Vehicle must be at a place of repair before Travel Entitlements can be arranged.

Proof of the Driver’s current residential address will be required when requesting Travel Entitlements. 

Travel Entitlements cannot be used towards payment for pre-booked travel arrangements.

Feature/ Benefit

Entitlement

What is Covered?

Accommodation

Up to 5 nights/$110 per night

The maximum allowance per night applies to the accommodation costs for room only (meals, mini bar, internet and telephone expenses are not covered). Accommodation arranged will be relevant to the number of passengers – for example, a standard single bedroom for singles and standard double room for couples.

Vehicle Recovery

RACQ arranges and pays

Recovery will be conditional upon availability of a suitable car carrier operating within industry standards, and in some Remote Areas this may not be possible.  Where a sea crossing or vehicle storage is required you will be responsible for the payment of all associated costs.

Where the cost of Recovery exceeds the overall maximum annual benefit, you will be responsible for payment of the excess amount.

Where your vehicle is an Ineligible Vehicle RACQ will be unable to provide any Recovery Services.

*Please note that Caravans, Trailers or Motorhomes are not covered by this Entitlement under Plus Care.

Rental Vehicle

Up to 5 days, up to $100 per day

Rental Vehicle and Trailer Hire benefits will be subject to the availability of a suitable rental vehicle or trailer in the local area, and is subject to any conditions or restrictions (such as age limitation) imposed by the rental company. RACQ will pay the daily hire rate, stamp duty, GST and airport tax up to the maximum daily value for Plus Care. You are responsible for all running and incidental costs, including any insurance excess fee that may apply in the event of a claim, and any deposit required by the rental company.

Trailer Hire

Up to 24 hours, up to $110 p.a.

Alternative Transport

Rail or coach transportation for up to 5 people

Alternative Passenger Transports includes economy class rail or coach transportation for up to 5 people.


Travel Entitlement Options 

You may choose from one of the following four options where your Nominated Vehicle, Caravan, Trailer or Motorhome has suffered a breakdown and meets the criteria set out in the Waiting Periods Section for Travel Entitlements.

Option

Entitlements

Option 1:

You choose to wait at the repair location while the vehicle is repaired   

     (a)    Accommodation for up to 5 nights, up to $110 per night; or

     (b)   Accommodation for up to 3 nights, up to $110 per night and Rental Vehicle for up to 3 days, up to $100 per day.

Option 2:

You choose to continue your journey while the vehicle is repaired

     (a)    Rental Vehicle for up to 5 days, up to $100 per day; or

     (b)   Rental Trailer for up to 24 hours, up to $110 p.a.

Option 3:

You choose to travel to your destination or return Home while the vehicle is repaired in the town closest to the Breakdown

     (a)    Alternative passenger transport of economy class rail or coach for up to 5 people.

RACQ will also pay for the return coach or rail fare for you, or one nominated driver, to collect the vehicle when it has been repaired.

RACQ will also arrange and pay for accommodation until the next rail or coach service arrived, up to 3 nights, up to $110 per night.

RACQ will not cover transport, accommodation or other expenses incurred by you on the journey to return Home afterwards.

Option 4:

You choose to have the un-repaired vehicle recovered to your destination, Home or chosen repairer

     (a)    Vehicle Recovery – RACQ will arrange and pay for a car carrier to transport the vehicle to your chosen location.

RACQ will also arrange alternative transport and accommodation, where necessary, for you and your passengers, as outlined in Option 3.


Maximum Entitlements

The value of Entitlements including Travel Entitlements provided to you under any option or combination thereof will not exceed a maximum total of $1,100 (inclusive of GST) for any one Breakdown, or a combination of Breakdowns, per annum. The annual maximum Entitlement for Gold or Gold50 loyalty members is doubled, increasing to $2,200 (inclusive of GST) per annum. 

If the annual limit is exceeded, any costs incurred from additional breakdowns will be at your cost.  



Any Specialist Equipment and/or additional labour for the Entitlements set out below may be at the Driver’s cost.


Feature/ Benefit

Ultra Care

Entitlement

What is Covered?

Call Outs

Yes

You are entitled to roadside assistance call outs on your Eligible Vehicle, subject to the terms of our Excess Use program.

Roadside Assistance

Attendance up to 120km

Attendance is provided to your Eligible Vehicle, from the Attending RACQ Service Provider’s Premises to the point of Breakdown, at no charge, within your attendance Entitlement.

Towing

Up to 60km, or

up to 120km en route to the attending RACQ Service Providers premises

If the Eligible Vehicle cannot be made mobile on the roadside in a Metro Area, we can arrange for towing to the nearest repairer.

Outside of Metro Areas, we can arrange for towing to the attending RACQ Service Providers premises or intermediate location en route in accordance with your Entitlements.

Deviation from the direct route on return to the RACQ Service Providers premises may incur additional fees

This Entitlement is for one tow per breakdown at no charge.

A second tow relating to the one Breakdown is available to members with Gold and Gold50 loyalty up to 20km in any direction at no charge.

Towing Entitlements are not available in the event of lost, damaged or stolen keys or lockout.

Please see the Service Limitations section on towing entitlements for Eligible caravans and trailers.

Specialist Towing

Up to $165 p.a.

RACQ will arrange and pay for the cost of any Specialist Equipment and labour needed to recover the Eligible Vehicle from difficult conditions. Any costs above the annual limit will be at your expense. This benefit will not apply in the event of an Insurable Event.

Rental Vehicle after Towing

1 day/ Up to $220 p.a.

If required, RACQ will arrange and pay for rental car hire after each towing event in accordance with your Entitlements.

Taxi after Towing

Up to $55 p.a.

If required, RACQ will arrange and pay for a taxi after each towing event in accordance with your Entitlements.

Taxi services will be subject to the availability of taxis in the relevant area.

Flat Battery

Yes

If your Eligible Vehicle’s battery is flat we will provide a jump start, or when required, supply an RACQ battery at your expense, subject to availability. There is no cost for fitting an RACQ battery to the Eligible Vehicle.

RACQ do not fit non-RACQ batteries.

Emergency Fuel Assistance

Up to $60 p.a.

Should your Eligible Vehicle run out of fuel, RACQ can arrange for the delivery of unleaded petrol or diesel in accordance with your Entitlements. RACQ will provide sufficient fuel to enable the Eligible Vehicle to be driven to the nearest fuel station.  The total annual entitlement cannot be used in a single instance, or if the vehicle is situated at a service station.

In circumstances beyond RACQ’s control, such as a fuel strike, RACQ may be unable to provide this benefit.

Lockout

Yes

Where you have locked your keys in the car RACQ will provide attendance to open your Eligible Vehicle up to your Entitlements. 

Please note that a number of vehicles have been specifically designed by the manufacturer not to be broken into. Following your request to retrieve keys locked in the vehicle, RACQ will not take responsibility for any damage that may occur and will request that a waiver be signed in acknowledgement prior to any work commencing.

Emergency Locksmith Assistance

Up to $165 p.a.

If the key to your Eligible Vehicle or Caravan has been lost, damaged or stolen, where possible, RACQ will arrange and pay for the services of a locksmith in accordance with your Entitlements.

The annual entitlement may only be used towards the parts and/or labour required by the locksmith to:

  • Replace one ignition key for the Eligible Vehicle
  • Replace one door entry key, or gain access to a Caravan

If the Eligible Vehicle is immobilised by an anti-theft device, assistance will be provided for the purpose of removing the device only.

You will be responsible for the cost of any replacement parts, ignition barrels, immobilisers, door locks and door keys.

Wheel Changing

Yes

In the event of a faulty tyre or wheel, we will attend within your Entitlements to replace it with the Eligible Vehicles Roadworthy spare. 

Where a vehicle requires a jack with a lifting capacity of greater than 1.8 tonnes, you will need to provide a heavy duty jack.

Where the weight of the wheel and tyre assembly is beyond the safe lifting capacity of a single person, a service fee for additional assistance may be charged.

Bogged Vehicle

RACQ will attend, Specialist Towing Entitlements may apply

If your Eligible Vehicle has become bogged, RACQ will provide attendance and assist where possible in accordance with your Entitlements where it can be accessed without leaving a Constructed Road/ Driveway. 

Additionally, Specialist Towing Entitlements will apply for Specialist Equipment and/or additional labour required for the Recovery of your vehicle.  Any additional costs above the annual Specialist Towing Entitlement amount will be at your expense.

Accident and Theft Assistance

Taxi or Rental Vehicle Entitlements apply

If the Eligible Vehicle is stolen or involved in an Accident, you may access the taxi or rental vehicle Entitlements.


Travel Entitlements
You will be eligible to access Travel Entitlements where an Eligible Vehicle, Caravan, Trailer or Motorhome:

  • suffers a Breakdown 100km or more from the Driver’s Home address; and 
  • RACQ estimates the repairs will take more than 24 hours, 
All benefits will be subject to local availability.  Some Remote Area restrictions may apply. 

The Eligible Vehicle must be at a place of repair before Travel Entitlements can be arranged. 

Proof of the Driver’s current residential address will be required when requesting Travel Entitlements. 

Travel Entitlements cannot be used towards payment for pre-booked travel arrangements.


Feature/ Benefit

Entitlement

What is Covered?

Accommodation

Up to 7 nights/$110 per night

The maximum allowance per night applies to the accommodation costs for room only (meals, mini bar, internet and telephone expenses are not covered). Accommodation arranged will be relevant to the number of passengers – for example, a standard single bedroom for singles and standard double room for couples.

Vehicle Recovery

RACQ arranges and pays

Recovery will be conditional upon availability of a suitable car carrier operating within industry standards, and in some Remote Areas this may not be possible.  Where a sea crossing or vehicle storage is required you will be responsible for the payment of all associated costs.

Where the cost of Recovery exceeds the overall maximum annual benefit, you will be responsible for payment of the excess amount.

Where your vehicle is an Ineligible Vehicle RACQ will be unable to provide any Recovery Services.

*Please note that Caravans, Trailers or Motorhomes are not covered by this Entitlement under Plus Care.

Rental Vehicle

Up to 7 days, up to $100 per day

Rental Vehicle and Trailer Hire benefits will be subject to the availability of a suitable rental vehicle or trailer in the local area, and is subject to any conditions or restrictions (such as age limitation) imposed by the rental company. RACQ will pay the daily hire rate, stamp duty, GST and airport tax up to the maximum daily value for Ultra Care. You are responsible for all running and incidental costs, including any insurance excess fee that may apply in the event of a claim, and any deposit required by the rental company.

Trailer Hire

Up to 24 hours, up to $165 p.a.

Alternative Transport

Rail or coach transportation for up to 5 people

Alternative Passenger Transports includes economy class rail or coach transportation for up to 5 people.

Accident and Theft Assistance

Travel Entitlements apply

Your Travel Entitlements will extend to cover situations where you are involved in an Accident or if your Nominated Vehicle remains stolen for more than 24 hours.  Where your vehicle is damaged by the Accident or theft, so that it is no longer Roadworthy, the Nominated Vehicle will need to be returned to Roadworthy conditions before Recovery benefits apply.


Travel Entitlement Options 

You may choose from one of the following four options where your Eligible Vehicle, Caravan, Trailer or Motorhome has suffered a breakdown and meets the criteria set out the Waiting Periods Section for Travel Entitlements.

Option

Entitlements

Option 1:

You choose to wait at the repair location while the vehicle is repaired

     (a)    Accommodation for up to 7 nights, up to $110 per night; or

     (b)   Accommodation for up to 5 nights, up to $110 per night and Rental Vehicle for up to 5 days, up to $100 per day.

Option 2:

You choose to continue your journey while the vehicle is repaired

     (a)    Rental Vehicle for up to 7 days, up to $100 per day; or

     (b)   Rental Trailer for up to 24 hours, up to $165 p.a.

Option 3:

You choose to travel to your destination or return Home while the vehicle is repaired in the town closest to the Breakdown

     (a)    Alternative passenger transport of economy class rail or coach for up to 5 people.

RACQ will also pay for the return coach or rail fare for you, or one nominated driver, to collect the vehicle when it has been repaired.

RACQ will also arrange and pay for accommodation until the next rail or coach service arrived, up to 5 nights, up to $110 per night.

RACQ will not cover transport, accommodation or other expenses incurred by you on the journey to return Home afterwards.

Option 4:

You choose to have the un-repaired vehicle recovered to your destination, Home or chosen repairer

     (a)    Vehicle Recovery - RACQ will arrange and pay for a car carrier to transport the vehicle to your chosen location.

RACQ will also arrange alternative transport and accommodation, where necessary, for you and your passengers, as outlined in Option 3.

Maximum Entitlements

The value of Entitlements including Travel Entitlements provided to you under any option or combination thereof will not exceed a maximum total of $3,300 (inclusive of GST) for any one Breakdown, or a combination of Breakdowns, per annum. The annual maximum Entitlement for Gold or Gold50 loyalty members is doubled, increasing to $6,600 (inclusive of GST) per annum.

If the annual limit is exceeded, any costs incurred from additional breakdowns will be at your cost.  

Any Specialist Equipment and/or additional labour for the Entitlements set out below may be at the Driver’s cost.

Feature/ Benefit

RACQ Ultimate

Entitlement

What is Covered?

Call Outs

Yes

You are entitled to roadside assistance call outs on your Eligible Vehicle, subject to the terms of our Excess Use program.

Roadside Assistance

Attendance up to 200km

Attendance is provided to your Eligible Vehicle, from the Attending RACQ Service Provider’s Premises to the point of Breakdown, at no charge, within your attendance Entitlement.

Towing

Up to 100km, or

up to 200km en route to the attending RACQ Service Providers premises

If the Eligible Vehicle cannot be made mobile on the roadside in a Metro Area, we can arrange for towing to the nearest repairer.

Outside of Metro Areas, we can arrange for towing to the attending RACQ Service Providers premises or intermediate location en route in accordance with your Entitlements. 

Deviation from the direct route on return to the RACQ Service Providers premises may incur additional fees.

A second tow relating to the one Breakdown is available to members with Gold and Gold50 loyalty up to 20km in any direction at no charge.

Towing Entitlements are not available in the event of lost, damaged or stolen keys or lockout.

Please see the Service Limitations section for details on towing entitlements for Eligible caravans and trailers.

Specialist Towing

Up to $250 p.a.

RACQ will arrange and pay for the cost of any Specialist Equipment and labour needed to recover the Eligible Vehicle from difficult conditions.  Any costs above the annual limit will be at your expense.   This benefit will not apply in the event of an Insurable Event.

Rental Vehicle after Towing

Up to 3 days/ Up to $330 p.a.

If required, RACQ will arrange and pay for rental car hire after each towing event in accordance with your Entitlements.

Taxi after Towing

Up to $155 p.a.

If required, RACQ will arrange and pay for a taxi after each towing event in accordance with your Entitlements.

Taxi services will be subject to the availability of taxis in the relevant area.

You can access a second taxi service in relation to one Breakdown within the annual entitlement.

Flat Battery

Yes

If your Eligible Vehicle’s battery is flat we will provide a jump start, or when required, supply a RACQ battery at your expense, subject to availability. There is no cost for fitting an RACQ battery to the Eligible Vehicle.

RACQ do not fit non-RACQ batteries.

Emergency Fuel Assistance

Up to $100 p.a.

Should your Eligible Vehicle run out of fuel, RACQ can arrange for the delivery of unleaded petrol or diesel in accordance with your Entitlements.  RACQ will provide sufficient fuel to enable the Eligible Vehicle to be driven to the nearest fuel station.  The total annual entitlement cannot be used in a single instance, or if the vehicle is situated at a service station.

In circumstances beyond RACQ’s control, such as a fuel strike, RACQ may be unable to provide this benefit.

Lockout

Yes

Where you have locked your keys in the car RACQ will provide attendance to open your Eligible Vehicle up to your Entitlements. 

Please note that a number of vehicles have been specifically designed by the manufacturer not to be broken into. Following your request to retrieve keys locked in the vehicle, RACQ will not take responsibility for any damage that may occur and will request that a waiver be signed in acknowledgement prior to any work commencing.

Emergency Locksmith Assistance

Up to $300 p.a.

If the key to your Eligible Vehicle or Caravan has been lost, damaged or stolen, where possible, RACQ will arrange and pay for the services of a locksmith in accordance with your Entitlements.

The annual entitlement may only be used towards the parts and/or labour required by the locksmith to:

  • Replace one ignition key for the Eligible Vehicle; or
  • Replace one door entry key, or gain access to a Caravan

If the Eligible Vehicle is immobilised by an anti-theft device, assistance will be provided for the purpose of removing the device only.

You will be responsible for the cost of any replacement parts, ignition barrels, immobilisers, door locks and door keys.

Wheel Changing

Yes

In the event of a faulty tyre or wheel, we will attend within your Entitlements to replace it with the Eligible Vehicles Roadworthy spare. 

Where a vehicle requires a jack with a lifting capacity of greater than 1.8 tonnes, you will need to provide a heavy duty jack.

Where the weight of the wheel and tyre assembly is beyond the safe lifting capacity of a single person, a service fee for additional assistance may be charged.

Front windscreen chip or crack repair

1 repair up to $80 p.a.

If you receive a chip or crack in your front windscreen RACQ will pay for one annual repair in accordance with your Entitlements.  This benefit will apply to front windscreen chip or crack repair on your Nominated Vehicle only. This benefit cannot be transferred to any windscreen replacement.

In areas where a qualified auto glass repairer cannot be located, the Driver may have to travel to another location to have the repair completed.

If the chip or crack necessitates a full windscreen replacement, this will be at the Driver’s expense.

Bogged Vehicle

RACQ will attend, Specialist Towing Entitlements may apply

If your Eligible Vehicle has become bogged, RACQ will provide attendance and assist where possible in accordance with your Entitlements where it can be accessed without leaving a Constructed Road/ Driveway. 

Additionally, Specialist Towing Entitlements will apply for Specialist Equipment and/or additional labour required for the Recovery of your vehicle.  Any additional costs above the annual Specialist Towing Entitlement amount will be at your expense.

Accident and Theft Assistance

Taxi or Rental Vehicle Entitlements apply

If the Eligible Vehicle is stolen or involved in an Accident, you may access the taxi or rental vehicle Entitlements.


Travel Entitlements

You will be eligible to access Travel Entitlements where an Eligible Vehicle, Caravan, Trailer or Motorhome:

  • (a)    suffers a Breakdown 100km or more from the Driver’s Home address; and
  • (b)   RACQ estimates the repairs will take more than 24 hours,

All benefits will be subject to local availability.  Some Remote Area restrictions may apply.

The Eligible Vehicle must be at a place of repair before Travel Entitlements can be arranged.

Proof of the Driver’s current residential address will be required when requesting Travel Entitlements.

Travel Entitlements cannot be used towards payment for pre-booked travel arrangements.

Feature/ Benefit

Entitlement

What is Covered?

Accommodation

Up to 12 nights/$200 per night

The maximum allowance per night applies to the accommodation costs for room only (meals, mini bar, internet and telephone expenses are not covered). Accommodation arranged will be relevant to the number of passengers – for example, a standard single bedroom for singles and standard double room for couples.

Vehicle Recovery

RACQ arranges and pays

Recovery will be conditional upon availability of a suitable car carrier operating within industry standards, and in some Remote Areas this may not be possible.  Where a sea crossing or vehicle storage is required you will be responsible for the payment of all associated costs.

Where the cost of Recovery exceeds the overall maximum annual benefit, you will be responsible for payment of the excess amount.

Where your vehicle is an Ineligible Vehicle RACQ will be unable to provide any Recovery Services.

Recovery also includes Recovery of your Caravan or Trailer.

Rental Vehicle

Up to 12 days, up to $110 per day

Rental Vehicle and Trailer Hire benefits will be subject to the availability of a suitable rental vehicle or trailer in the local area, and is subject to any conditions or restrictions (such as age limitation) imposed by the rental company. RACQ will pay the daily hire; stamp duty, GST and airport tax up to the maximum daily value for RACQ Ultimate. You are responsible for all running and incidental costs, including any insurance excess fee that may apply in the event of a claim, and any deposit required by the rental company.

Trailer Hire

Up to 48 hours, up to $330 p.a.

Alternative Transport

Rail or coach transportation for up to 6 people

Alternative Passenger Transports includes economy class rail or coach transportation for up to 6 people.

Accident and Theft Assistance

Travel Entitlements apply

Your Travel Entitlements will extend to cover situations where you are involved in an Accident or if your Nominated Vehicle remains stolen for more than 24 hours.  Where your vehicle is damaged by the Accident or theft, so that it is no longer Roadworthy, the Nominated Vehicle will need to be returned to Roadworthy conditions before Recovery benefits apply.


Travel Entitlement Options

You may choose from one of the following four options where your Eligible Vehicle, Caravan, Trailer or Motorhome has suffered a breakdown and meets the criteria set out the Waiting Periods Section for Travel Entitlements.

Maximum Entitlements

Option

Entitlements

Option 1: 

You choose to wait at the repair location while the vehicle is repaired

     (a)    Accommodation for up to 12 nights, up to $200 per night; or

     (b)   Accommodation for up to 6 nights, up to $200 per night and Rental Vehicle for up to 6 days, up to $110 per day.

Option 2:  

You choose to continue your journey while the vehicle is repaired

     (a)    Rental Vehicle for up to 12 days, up to $110 per day; or

     (b)   Rental Trailer for up to 48 hours, up to $330 p.a.

Option 3:

You choose to travel to your destination or return Home while the vehicle is repaired in the town closest to the Breakdown

     (a)    Alternative passenger transport of economy class rail or coach for up to 6 people.

RACQ will also pay for the return coach or rail fare for you, or one nominated driver, to collect the vehicle when it has been repaired.

RACQ will also arrange and pay for accommodation until the next rail or coach service arrives, up to 6 nights, up to $200 per night.

RACQ will not cover transport, accommodation or other expenses incurred by you on the journey to return Home afterwards.

Option 4:

You choose to have the un-repaired vehicle recovered to your destination, Home or chosen repairer

     (a)    Vehicle Recovery - RACQ will arrange and pay for a car carrier to transport the vehicle to your chosen location.

RACQ will also arrange alternative transport and accommodation, where necessary, for you and your passengers, as outlined in Option 3.

The value of Entitlements including Travel Entitlements provided to you under any option or combination thereof will not exceed a maximum total of $7,000 (inclusive of GST) for any one Breakdown, or a combination of Breakdowns, per annum. 

If the annual limit is exceeded, any costs incurred from additional breakdowns will be at your cost.  




Other Important Information

Home Repairs

If you attempt to do mechanical or electrical work on your Nominated Vehicle and it won’t start or operate properly, you will not be entitled to receive Services from RACQ.  
We will, however, provide a tow of 20km in any direction to a repairer at no charge, providing that the vehicle and associated components are entirely intact. Any towing above this entitlement will incur an additional cost. 

Water crossings – Islands and inland rivers and creeks

RACQ will provide assistance on selected islands only, subject to availability.  For a list of current islands please contact RACQ on 13 1111. RACQ will provide Services to the following locations within mainland Queensland where rivers need to be crossed: Jardine, Daintree, Bloomfield and Mossman.

Where RACQ is able to assist the member, and incurs additional costs in providing Services to you on an island, for example, barge, ferry or additional towing costs, you will be required to pay any additional costs RACQ incurs in accessing the Breakdown site. 

If you break down in a location where RACQ is unable to assist you, RACQ may be able to refer you to a local service provider.

Non-Serviced or Remote Areas

If for any reason an RACQ Service Provider in a Remote Area is unable to respond to your call, you may be required to pay for the Service cost and claim reimbursement up to the limit of the Entitlement. 

Service Deposit

If you require Services on your Nominated Vehicle and your entitlement cannot be verified, then RACQ may require you to pay a deposit.  This deposit may be refunded if RACQ is able to verify your Entitlement.

Non-Original Equipment Manufacturer Parts

Parts supplied by RACQ or our authorised stockist have been sourced from independent manufacturers and may or may not be genuine parts. They comply with the manufacturer’s specifications for your vehicle and the relevant Australian Standards.

Non-Standard Vehicles

The sizes and weights noted in this brochure include any accessories or equipment fitted on or to your vehicle and any modifications made from the standard specification.

Excess Use

Where roadside assistance is requested more frequently than RACQ considers reasonable, members may be requested to ensure that any nominated vehicles requiring assistance are placed in a sound mechanical and roadworthy condition. Until this has been done, any further requests for free service may be refused or service provided for a fee.
For more information about RACQ’s Roadside Assistance Excess Use program.

Merchant Fees and Road Tolls

RACQ will not charge you any merchant fees, credit surcharges or road tolls where it is providing Services in accordance with your Entitlements. This waiver of fees will not apply where RACQ is providing Services outside of the Entitlements.  

Extra Costs

In addition to those costs set out in this brochure, extra costs for transport from an RACQ Service Provider depot or repairer to motel premises, rental vehicle depot or any other locations will be your responsibility. Any repairs provided that incur an additional cost will be at your expense.

Liability

Except for any rights that you are entitled to by law, RACQ and RACQ Service Providers accept no responsibility for any damage to your Nominated Vehicle, or other vehicles or property, including (without limitation) while in the care of RACQ or an RACQ Service Provider. RACQ will not be liable for any indirect or consequential loss, including loss of income or any other expenses, or damage that arises from providing, or failing to provide, any Services.  
 
Insurance coverage cost and risk are entirely your responsibility in all circumstances and you agree to indemnify RACQ and any RACQ Service Provider against any loss, damage or claims.
 

Reimbursements

Where RACQ is unable to provide an Entitlement to you, you may apply to RACQ for consideration of an ex gratia payment. Your application should include all relevant details, accompanied by the original receipt covering payment, be signed by you and submitted within 90 days of the call for Services. This correspondence can be addressed to:

RACQ Group Member Relations
PO Box 4
SPRINGWOOD QLD 4127

Refund entitlements

Any Roadside Assistance or other fees paid to RACQ and RACQ Service Provider are not refundable.

Membership

When you purchase RACQ Roadside Assistance you will become an RACQ member, meaning you can access to additional savings, advice, help and support that RACQ Membership offers. To find out more, visit the exclusive member benefits page. 

To understand the terms and conditions of RACQ Membership, visit the Membership Terms and Conditions page. 

Loyalty Benefits

Loyalty discounts are applicable to members with RACQ Roadside, Roadside Extra, Plus Care, Ultra Care and RACQ Ultimate.  These discounts are not applicable to members with RACQ Business Roadside and Business Plus Care.

More information

Product Brochures

To download Product Brochures, including terms and conditions, for each product, click the link below: