Ultra Care

Ultra Care
Welcome to
Ultra Care
It’s great to have you on board! In choosing RACQ for
Roadside Assistance, you’ve joined more than a million people
in Queensland who count on RACQ for help, day and night.
Everything you need to know about the benefits of Ultra Care
is included within this brochure.
RACQ Membership
Purchasing Roadside Assistance is one of the many ways you
can become a member. Membership is our way of recognising
your commitment to RACQ.
Whether you were already a Member when you purchased
Ultra Care or you’ve just become one – you’ll be excited to
learn more about the additional savings, advice, help, and
support RACQ Membership offers. You can find out about
these exclusive benefits at racq.com/memberbenefits.
About RACQ
Formed in 1905 with 12 members, RACQ has grown to
become Queensland’s peak motoring organisation. Our
iconic patrols first took to the streets in 1925, and have since
provided roadside assistance to more than 25 million people.
RACQ is a mutual organisation, owned by its members and
operated entirely for their benefit. Every day, we look for new
ways to streamline and simplify life for members, through
world-class roadside assistance, and other essential Services.
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Contents
Fees & Reimbursements
Ultra Care Conditions
6
Summary
9
Eligibility
Who’s covered?
Roadside Assistance Premium Protection
Benefits
10
Roadside Assistance
12
Entitlements
Mechanical or Electrical Breakdown
Towing
Special Towing
Taxi
Emergency Fuel
Lockout
Emergency Locksmith Assistance
Wheel Changing
Bogged Vehicle
Partially Flooded Vehicles
Accident and Theft Assistance
Emergency Message Facility
Caravans & Trailers
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Refund Policy
Reimbursements
Excess Use
Fees and Charges
Merchant Fees and Road Tolls
27
Plus Care
Ultra Care
RACQ Ultimate
Helpful tips for RACQ members
29
Broken windscreens
RACQ insurance claim
Definitions30
Requesting roadside assistance
Contact us
34
Back page
15
Mechanical or Electrical Breakdown
Towing
Special Towing
Emergency Locksmith Assistance
Accommodation Travel Benefits
16
Accommodation
Rental Vehicle
Alternative Passenger Transport
Vehicle Recovery
Urgent Spare Parts
Trailer Hire
Accident and Theft Assistance
Conditions for Roadside Assistance
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Eligible Vehicles
Ineligible Vehicles
Eligible Caravans & Trailers
Ineligible Caravans & Trailers
Classic Vehicles
Imported Second Hand Vehicles
Non Serviced or Remote Areas
Service Deposit
Liability
Refusal of Service
Water Crossings
Service Exclusions
Limited Services
Home Repairs
Recovery of Vehicles
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Ultra Care Conditions
1. Maximum benefits
4. Emergency Locksmith Assistance
The value of the benefits provided to you under any option or
combination thereof shall not exceed $3300 including GST for
any one Breakdown or a combination of Breakdowns occurring
per Annum. Ultra Care maximum annual benefits of $3300
including GST are doubled for Members at the Gold and Gold50
loyalty levels, taking them to $6600 per Annum, however stated
limits (see page 10) per individual entitlement are not doubled.
Loyalty level benefits are limited to one Nominated Vehicle.
Ultra Care benefits apply to the Driver of your Nominated
Vehicle and up to four passengers travelling in your Nominated
Vehicle at the time of Breakdown. Members who have purchased
upgrades to Ultra Care also receive Personal Roadside Assistance,
and Ultra Care benefits will also be extended to the Member
(and up to four passengers) travelling in any eligible vehicle the
Member is driving at the time of the Breakdown.
In all cases, benefits of Ultra Care will only be provided to a
Driver of your Nominated Vehicle if the Driver is a permanent
resident of Australia. In some cases the Driver may need to pay
for the Service and claim for reimbursement up to the limit of
the benefit.
Where possible, your RACQ Consultant will organise and
we will pay up to a maximum annual entitlement of $165
for a locksmith to provide one ignition/door entry key to
mobilise the Nominated Vehicle. Where the Nominated
Vehicle is immobilised by an anti-theft device, assistance will
be provided for the purpose of removing the device only.
The cost of replacement parts, ignition barrels, door locks or
keys is not covered. In the case of a lockout of your Caravan,
this benefit will cover the cost of a locksmith gaining entry to
your Caravan or providing a new door entry key up to the
value of $165 per Annum.
2. Eligibility and Access to Benefits
Travel benefits are only available provided that the Nominated
Vehicle or Caravan/Trailer is located 100km or more from the
Member or Driver’s principal place of residence and cannot be
repaired in the period as assessed by the RACQ and the RACQ
Contractor or qualified repairer or by any affiliated Australian
State Automobile Club or Association, to be 24 hours or longer.
Nominated Vehicles must be at a place of repair before travel
benefits can be arranged.
3. Emergency Fuel Delivery
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If your Nominated Vehicle accidentally runs out of fuel, we will
provide petrol or diesel, up to the maximum annual entitlement
of $60 at no charge. Fuel entitlements will be delivered only
in increments sufficient to allow your Nominated Vehicle to be
driven to the nearest petrol station. The annual entitlement will
not be delivered in a single instance. This benefit does not apply
if the Nominated Vehicle is at a service station. In circumstances
beyond RACQ’s control – such as a fuel strike – RACQ may be
unable to provide this benefit.
5. Taxi
If the Nominated Vehicle needs to be towed following a
Breakdown or Accident, your RACQ Consultant will arrange
and RACQ will pay for one taxi to transport you and your
passengers to your destination. Taxi services will generally
be available only in metropolitan areas or country regional
centres. The maximum annual taxi entitlement is $55. Every
attempt will be made to make taxi arrangements as required,
however in some cases taxi services may not be available.
6. Towing
Ultra Care does not include any expenses incurred in the
towing of Nominated Vehicle, including Caravans and Trailers,
beyond the specific distance limitations. Towing at no charge
does not apply in the event of an Accident or the theft of your
Nominated Vehicle. In the event that your Nominated Vehicle
breaks down on a road or driveway which is inaccessible
under all weather conditions by a two wheel drive vehicle you
may be required to contribute to towing costs.
In the event that your Nominated Vehicle breaks down
interstate, you may only receive towing at no charge to the
entitlements of the Reciprocal Club’s basic roadside assistance
option. In this case, you may be required to pay the extra
towing up front and seek reimbursement up to your entitled
Ultra Care towing limits from RACQ when you return to
Queensland with the original receipts. Receipts should be
presented within 90 days of the Breakdown.
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7. Special Towing
Where towing Services cannot be provided due to the
inaccessibility of your Nominated Vehicle, or the need for
Special Equipment exceeds the limits of entitlements, RACQ
will pay a maximum annual entitlement of $165 for these
additional Services. This benefit does not apply in the event
of an Accident or theft of your Nominated Vehicle, Caravan or
Trailer, or for vehicles over 4 tonnes GVM.
Ultra Care could save you up to $3300 per Annum in
assistance benefits following a Breakdown whether you’re
travelling locally or further from home.
Ultra Care is available for private and personal use only.
Contact RACQ on 13 1905 or visit racq.com/business
to discuss options that may be suitable for your business
or fleet roadside assistance needs.
8. Pets and Livestock
Eligibility
Although most transport companies and many accommodation
properties will not permit pets or livestock, every attempt
will be made to assist you in accommodating and transporting.
All costs are payable by you.
Ultra Care is available as an upgrade option only to those
Members eligible for Roadside, on the condition that the
Nominated Vehicle is both registered and in sound
mechanical condition.
Ultra Care is available only to Members who provide details
of their Queensland driver licence and are permanent
residents of Queensland.
9. Legal Representation
This benefit is limited to legal advice associated with the
use and ownership of a motor vehicle. It is the Member’s
responsibility to contact and consult their legal representative.
10. General
RACQ reserves the right to decline any application or renewal
to Ultra Care at any time. This includes decisions regarding
any transportation, Recovery and accommodation benefits.
RACQ accepts no responsibility for damage to vehicles and
property whilst in the care of the RACQ or RACQ Contractor.
No responsibility or liability is accepted for any loss of income
or any other expenses or damage that may be incurred
through the inability to provide the Services.
Insurance coverage cost and risk are entirely your responsibility
in all circumstances and you agree to indemnify the RACQ and
RACQ Contractor against any loss, damage or claims.
Extra costs for transport from an RACQ Contractor depot
or repairer to motel premises, rental vehicle depot or other
locations will be your responsibility.
Ultra Care benefits will not be provided to any person driving
a vehicle which is not Roadworthy or fully registered at the
time of the Incident giving rise to a claim for benefits (day
permits are not acceptable).
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Summary
Who’s Covered?
Following a Breakdown, roadside assistance will be provided
to the Member in any eligible vehicle or any Driver of the
Nominated Vehicle who is a permanent resident of Australia.
Roadside Assistance and vehicle details will be verified by RACQ
at the time assistance is requested. A 24 hour waiting period
will apply following receipt of your Ultra Care subscription fees
before standard Roadside Assistance can be provided.
A 72 hour waiting period will apply before travel benefits can
be provided in these situations:
• Following initial receipt of your Ultra Care subscription fees;
• Changing your residential address; and
• Changing your Nominated Vehicle.
Should you require Roadside Assistance following a
Breakdown within this 72 hour period, no Ultra Care benefits
will be provided.
It is the Member’s responsibility to inform RACQ promptly
of any change in details – such as residential address, vehicle
registration and other relevant particulars – as these may affect
your entitlements.
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Benefits
We’re here to help you when
your vehicle breaks down
Local Benefits
24-Hour Roadside
Assistance
Included – up to 120km
Towing After a Breakdown
up to 60km in any direction (metro and regional)
or up to 120km to the attending RACQ
Contractor’s premises (regional)
Special Towing After a
Breakdown
RACQ arranges & pays
(up to $165 per Annum)
Taxi if Vehicle is Towed
RACQ arranges & pays
(up to $55 per Annum)
Legal Representation
RACQ assists & pays
(up to $165 per Annum)
Emergency Fuel
RACQ arranges & pays
(up to $60 per Annum)
Emergency Message
Facility
RACQ arranges
Emergency Locksmith
Assistance
RACQ arranges & pays (up to $165 per Annum)
Rental Vehicle After Towing
RACQ arranges & pays (for 1 day – up to $220
per Annum)
Accident & Theft
Assistance
RACQ arranges & pays (Taxi or Rental Vehicle
benefits apply, as above)
Travel Benefits
When 100km or more from home and repairs are estimated by RACQ to take
longer than 24 hrs
Accommodation
RACQ arranges & pays (up to 7 nights)
Rental Vehicle
RACQ arranges & pays (up to 7 days)
Alternative Passenger
Transport
RACQ arranges & pays
Vehicle Recovery
RACQ arranges & pays
Urgent Spare Parts
Location
RACQ arranges (member pays)
Caravan & Trailer
Assistance
RACQ arranges & pays (Accommodation &
Trailer hire benefits)
Accident & Theft
Assistance
RACQ arranges & pays (Rental Vehicle and
Accommodation benefits apply)
When your Nominated Vehicle won’t go or stops due to
mechanical or electrical problems, we will try to get it mobile
again. If we can’t, we’ll have it towed within your entitlements.
From that point any repairs are at your discretion and cost.
An important point to note is that Roadside Assistance
does not cover you in the event of an Accident and is not a
substitute for motor vehicle insurance. Nevertheless, in the
event of a an Accident, we can assist you via the RACQ Help
Line, where our RACQ Consultants will provide immediate
advice on what actions to take, arrange for a tow (at either
your cost or the cost of your insurance company) where
necessary and relay urgent messages for you.
If your Nominated Vehicle does break down, don’t worry,
all you have to do is call us on 13 1111. What’s more, if
you break down more than 100km from Home and RACQ
estimates that repairs will take longer than 24 hours, your
RACQ Consultant can also arrange accommodation or
alternative transport within your entitlements.
Wherever you travel in Australia, our extensive network
of RACQ consultants, contractors in Queensland, and
nationwide through Reciprocal arrangements with our affiliated
Australian State Automobile Clubs, means help is just a phone
call away. So whenever you need assistance, on the road or at
Home, we’re on call for you.
Please refer to the relevant sections of this booklet for full details.
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Roadside Assistance
The Roadside Assistance entitlements described in this brochure
are those available under Ultra Care. Additional entitlements
may be available to Members who have purchased upgrades to
RACQ Ultimate. For details of these higher levels, please see
the Roadside Assistance Premium Protection brochure.
Entitlements
This section explains how we can help when you have
problems on the road. Please take a few minutes to familiarise
yourself with your Roadside Assistance entitlements and
conditions of Ultra Care.
Members who hold RACQ Roadside Assistance and are at the
Gold or Gold50 loyalty level, Members in the second year
of their free2go program and Members who have purchased
subscriptions to Ultra Care or RACQ Ultimate are entitled
to roadside assistance in any eligible vehicle they drive. The
member must be with the vehicle when the vehicle breaks
down and when roadside assistance is requested and provided
and in some circumstances, may be required to provide proof
of identity before Service is provided.
Mechanical or Electrical Breakdown
Roadside Assistance is provided to the Member or your
Nominated Vehicle, from the Attending RACQ Contractor’s
Premises to the point of Breakdown, up to 120km at no
charge. Should you break down in a more Remote Area,
an additional fee may be charged. In the event of a flat
battery, a jump-start may be provided, and when required a
replacement battery can be made available at the Member’s
or Driver’s cost, subject to availability
Towing
If your Nominated Vehicle cannot be made mobile within
the greater Gold Coast, Brisbane or Sunshine Coast regions,
towing will be provided up to 60km from the Breakdown
location at no charge. Any towing over this limit will be at the
Driver’s expense.
Outside of these metro areas, towing is provided up to 60km
in any direction from the Breakdown location or up to 120km
to return to the Attending RACQ Contractor’s Premise or
Intermediate location en route at no charge. The entitlement
is for one tow per Breakdown at no charge.
Vehicle weight, height and length limits apply refer page 25.
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Special Towing
RACQ will arrange and pay up to $165 per Annum for the
cost of special towing equipment and labour needed to
recover your Nominated Vehicle, Caravan or Trailer from
difficult conditions, such as a badly bogged vehicle. Any costs
above this limit are payable by the Member or Driver.
Special towing entitlements can be used in situations where
the weight of the vehicle that requires towing is between
3.0 and 4.0 tonnes GVM.
Please note that special towing benefits do not apply in the
event of an Accident, theft or impact damage.
Taxi
If your Nominated Vehicle requires towing after a Breakdown,
where available RACQ will arrange and pay up to $55 per
Annum for a taxi to take you and your passengers to your
destination.
Emergency Fuel
When your Nominated Vehicle accidentally runs out of fuel,
RACQ can deliver unleaded petrol or diesel up to 120km
from the Attending RACQ Contractor’s Premises. RACQ will
provide sufficient fuel to enable the Nominated Vehicle to be
driven to the nearest fuel station up to $60 per Annum.
Lockout
RACQ will provide attendance up to 120km from the Attending
RACQ Contractor’s Premises to open your Nominated Vehicle
when the keys are locked inside it at no charge.
Please note that your Nominated Vehicle may be specifically
designed by the manufacturer not to be broken into.
Following your request to retrieve keys locked in a Nominated
Vehicle, RACQ will not take responsibility for any damage that
may occur.
Emergency Locksmith Assistance
If the keys to your Nominated Vehicle are lost, damaged or
stolen, RACQ will arrange and pay up to $165 per Annum
for parts and labour required for a replacement ignition/door
entry key.
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Wheel Changing
RACQ will provide attendance up to 120km from the Attending
RACQ Contractor’s Premises to replace a faulty tyre/wheel with
your Nominated Vehicle’s Roadworthy spare at no charge.
Where a vehicle requires a jack with a lifting capacity of
greater than 1.8 tonne, a heavy duty jack will need to be
provided by the driver.
Bogged Vehicle
RACQ will provide attendance up to 120km from the
Attending RACQ Contractor’s Premises at no charge to
recover your Nominated Vehicle, where it can be accessed
without leaving a Constructed Road/Driveway. RACQ
will cover costs up to $165 per Annum for any Specialist
Equipment and/or additional labour required for the Recovery
of the vehicle, however size and weight limits may apply for
Service at no charge (see page 25 for more details).
Partially Flooded Vehicles or Vehicles that have
been submerged in flood water
If your Nominated Vehicle has stalled while in or after passing
through water, RACQ will provide attendance up to 120km
from the Attending RACQ Contractor’s Premises at no charge
to recover your vehicle, where it can be accessed without
leaving a Constructed Road/Driveway.
If the Nominated Vehicle is subsequently found to have
ingested water, you will need to contact your Insurance
provider for further assistance. In addition, should your
Nominated Vehicle be submerged by flood water, you will
need to contact your insurance provider to arrange Recovery.
Accident and Theft Assistance
Your RACQ Consultant can also advise you on the necessary
actions to take if your Nominated Vehicle is involved in an
Accident or is stolen. Your RACQ roadside assistance does
not provide towing or repairs at no charge at the roadside
following an Accident, however these aspects may be covered
by comprehensive motor vehicle insurance policies. Taxi and
rental vehicle benefits will apply if your Nominated Vehicle is
stolen or involved in an Accident.
Emergency Message Facility
At any time following a Breakdown, we will relay any urgent
messages to save family and friends worrying – or business
colleagues waiting. Whether you need to call your office
or home, our Emergency Message Facility will save you the
trouble – and the worry!
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Caravans & Trailers
If your Nominated Vehicle breaks down while towing a
Caravan or Trailer, RACQ will provide towing for the Caravan
or Trailer under the same towing conditions at no charge.
Mechanical or Electrical Breakdown
RACQ will provide minor repairs and/or adjustments to your
Caravan or Trailer up to 120km from the Attending RACQ
Contractor’s Premises at no charge.
Towing
If your Caravan or Trailer suffers a Breakdown and cannot
be made mobile within the greater Gold Coast, Brisbane or
Sunshine Coast regions, towing will be provided up to 60km
from the Breakdown location at no charge. Any towing over
this limit will be at the Driver’s expense.
Outside of these metro areas, towing is provided up to 60km
in any direction from the Breakdown location or up to 120km
to return to the Attending RACQ Contractor’s Premise or
Intermediate location en route at no charge. The entitlement
is for one tow per Breakdown at no charge.
Your Caravan or Trailer’s Running Gear must be in a
serviceable condition for towing of a Caravan or Trailer to be
undertaken. Where the Caravan or Trailer requires Specialist
Equipment or where excess distance beyond the entitlement
applies, any additional cost is borne by the Member or Driver.
Special Towing
RACQ will arrange and pay up to $165 per Annum for the
cost of special towing equipment and labour following a
Breakdown. Special towing equipment, such as a winch, may
be required in the event of a broken axle or to retrieve your
Caravan or Trailer from bogged conditions. Any costs above
this limit are payable by the Member or Driver.
Emergency Locksmith Assistance
If your keys are lost, damaged or stolen, RACQ will arrange to
pay up to $165 per Annum for labour and/or parts required to
gain entry to your Caravan or for a replacement door entry key.
Accommodation
Whilst your Caravan or Trailer is under repair following a
Breakdown 100km or more from Home, accommodation will
be provided for you and up to four passengers for up to seven
nights, up to $110 per night.
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Travel Benefits
Travel Benefits Explained
Travel benefits when you are 100km or more
from home
Accommodation
Travel benefits apply in the event of a mechanical or electrical
Breakdown occurring 100km or more from your residential
address, where repairs are estimated by RACQ to take more
than 24 hours.
Benefits are provided to the Member or Driver of the
Nominated Vehicle who is a permanent resident of Australia.
The driver of the Nominated Vehicle will be required to
show a current Australian driver licence or proof of Australian
residency at the time of claiming benefits.
All benefits provided will be at the direction of your RACQ
Consultant, and all benefits will be subject to local availability.
Some Remote Area restrictions may apply.
Ultra Care offers a range of travel benefits; you may choose
one of the following options:
Option 1: You choose to wait at the repair location while
your Nominated Vehicle is repaired
RACQ will arrange and pay for a rental vehicle for up to
five days to the value of $100 per day, and up to five nights
accommodation to the value of $110 per night, or up to seven
nights without a rental vehicle.
Option 2: You choose to continue your journey while your
Nominated Vehicle is repaired
RACQ will arrange and pay for a rental vehicle for up to seven
consecutive days, to the value of $100 per day while your
Nominated Vehicle is repaired.
Option 3: You choose to travel to your destination or
return Home while your Nominated Vehicle is repaired in
the town nearest the scene of the Breakdown
RACQ will arrange and pay for economy class rail or coach
transport for you and up to four passengers. RACQ will also
pay for the return coach or rail fare for you, or your nominated
driver, to collect the vehicle when it has been repaired.
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Option 4: You choose to have your un-repaired Nominated
Vehicle recovered to your destination, Home or chosen
repairer
RACQ will arrange and pay for a car carrier and for economy
class coach or rail transport for you and up to four passengers,
to your Home or intended destination. The cost for Caravan/
Trailer Recovery or the transportation of any additional
passengers must be paid by the Driver.
A maximum allowance of $110 per night applies to the
accommodation costs (room only, meals and telephone
expenses are not covered). Accommodation arranged will be
relevant to the number of passengers – for example, singles
will receive a standard double room and couples will receive
a standard double room. You are not able to upgrade your
accommodation to reach the $110 limit, nor will this be
contributed to payment for pre-booked accommodation.
Where you decide to travel by rail or coach and need to wait
for the next available service, accommodation up to five nights
will be provided (see options 3 and 4).
Rental Vehicle
This benefit is limited to the availability of a suitable rental
vehicle in the local area and is subject to any conditions or
restrictions (such as age limitation) imposed by the rental
company. RACQ will pay the daily hire rate, stamp duty
and GST up to $100 per day. You are responsible for all the
running and incidental costs, including any insurance excess
that may apply in the event of a claim, and any deposit
required by the rental vehicle company. In the event that a
rental vehicle is not available, your RACQ Consultant will
endeavour to make alternative arrangements.
Alternative Passenger Transport
If you choose to continue to your travel destination while
your Nominated Vehicle is recovered to your Home, RACQ
will not cover you for transport, accommodation or any other
expense incurred by you on the return journey home.
Vehicle Recovery
Recovery refers to the subsequent transport of your
Nominated Vehicle, normally by car carrier. This is provided
only after the vehicle has been towed from the point of
Breakdown to a place of repair for assessment. Please note
that Caravans/Trailers are not covered by this entitlement
under Ultra Care.
When you choose to have your vehicle recovered, RACQ will
also arrange and pay for alternative economy class transport
by rail or coach, for you and up to four passengers.
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This benefit excludes the Recovery of vehicles that exceed 5.5
metres (18ft) in length, 2.3 metres (7.5ft) in width, 2.0 metres
(6.5ft) in height and 3.0 tonnes GVM. Please note that normal
transport industry limitations also apply for safety reasons.
A Recovery is conditional on the availability of a suitable car
carrier operating within normal industry standards, and in
some Remote Areas this may not be possible. Recovery does
not apply to mobile or disabled Caravans or Trailers. In some
Remote Areas a Recovery may not be possible. The Driver
will be responsible for payment of all costs associated with sea
crossings or vehicle storage as a result of a Recovery.
Urgent Spare Parts
If you decide to have your Nominated Vehicle repaired rather
than recovered, and the repairer is experiencing difficulty in
locating and/or obtaining the necessary spare parts, RACQ will
endeavour to assist in locating and transporting these parts to
the repairer.
Where RACQ may be able to source these spare parts to the
repairer faster than if the repairer ordered the parts, RACQ will
arrange and pay for transportation costs only. Any parts, labour
or other costs associated with the repair of the vehicle are at
your expense. RACQ will not pay for locating and transporting
spare parts for Imported Second Hand Vehicles, however your
RACQ Consultant can put you in contact with a parts supplier.
Trailer Hire
If your Trailer requires towing following a Breakdown 100km
or more from Home and RACQ estimates that repairs
will take more than 24 hours, where available your RACQ
Consultant will arrange and pay for a rental Trailer for 24
hours up to the value of $165 per Annum.
This benefit is limited to the availability of a suitable rental
Trailer in the local area and is subject to any conditions or
restrictions imposed by the rental company. RACQ will pay
the daily hire rate, stamp duty and GST up to the value of
$165pa for up to 24 hours per instance.
You are responsible for incidental costs including any insurance
excess that may apply in the event of a claim, and any deposit
required by the rental company.
Accident and Theft Assistance
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Rental vehicle, accommodation and Recovery benefits extend
to Accidents and theft assistance if your Nominated Vehicle
is stolen for more than 24 hours. Accident damaged vehicles
will need to be repaired to a Roadworthy condition before
Recovery benefits apply.
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Conditions for Roadside
Assistance
This section outlines the conditions that must be met for
RACQ to provide you with roadside assistance Services at
the point of Breakdown.
In all instances, our ability to provide assistance is governed
by the resources available in the area of Breakdown. Even so,
your RACQ Consultant will make every endeavour to assist.
Eligible Vehicles
All registered motor vehicles and motor cycles are eligible for
roadside assistance under Ultra Care, except for ineligible vehicles.
Ineligible Vehicles
• Trucks, buses and other heavy vehicles over 4 tonnes GVM;
• Taxis, limousines and other private rental hire vehicles;
• Rental vehicles;
• Vehicles offered for sale by a licensed motor vehicle dealer;
• Unregistered vehicles or vehicles on a day
registration permit;
• Registered and unregistered tractors and farm equipment;
• Vans, utilities and motor cycles used for courier purposes;
• Vehicles being used or tested in preparation for racing, trial,
speed or hill climbing test, or being used on a race track for
any purpose;
• Motorised homes over 4 tonnes GVM; and
• Others as determined from time to time, details available
from RACQ.
Please note: Roadside Assistance for Fleets may be applicable
to the above. Please call 13 1905 for more details.
Motor cycles requiring roadside assistance may
experience delays in some country areas depending
on equipment available.
Limited Services apply for vehicles where the weight of the
Nominated Vehicle exceeds 3.0 tonnes GVM loaded or
unloaded and/or where the length exceeds 5.5 metres
(18 feet) in length and 2.3 metres (7.5 feet) in width and
2.0m in height. Refer page 25 for details.
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Eligible Caravans and Trailers
Benefits set out below will apply to any registered Caravan
or Trailer towed by your Nominated Vehicle, with the
following exceptions.
Ineligible Caravans and Trailers
• C aravans used as a permanent place of residence.
A caravan that has been situated at one location for more
than four (4) weeks may be deemed as being a permanent
place of residence;
• Caravans or Trailers exceeding 4 tonnes GVM;
• C aravans or Trailers exceeding 7 metres (23 ft) in length
including drawbar;
• Unregistered or rental Caravans or Trailers or those on a day
registration permit;
• Caravans or Trailers which use a fifth-wheel (semi-trailer)
hitch; and
• Motorised Homes over 4 tonnes GVM.
Classic Vehicles
Ultra Care benefits (as outlined on page 10) are available
for Classic Vehicles following a Breakdown subject to
the following:
• Your Classic Vehicle cannot be the Nominated Vehicle;
• Any vehicle Recovery benefits are limited to $1100
per Annum;
• You must be the registered owner of the vehicle;
• You must be with the Classic Vehicle when calling for
Roadside Assistance;
• The Classic Vehicle must be Roadworthy; and
• R ACQ will not locate and transport urgent spare parts,
however your RACQ Consultant may put you in contact
with a parts supplier.
Imported Second Hand Vehicles
Ultra Care benefits (as outlined on page 10) are available
for Imported Second Hand Vehicles following a Breakdown
subject to the following:
• Any Recovery benefits are limited to $1100 per annum; and
• R ACQ will not locate and transport urgent spare parts,
however your RACQ Consultant may put you in contact
with a parts supplier.
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Non Serviced or Remote Areas
RACQ’s ability to provide assistance is governed by the
resources available in the area of the Breakdown. In some
cases, the Member or Driver may need to pay for the Service
cost and apply to RACQ for reimbursement up to the limit
of the benefit.
If for any reason an RACQ Contractor in a country area is
unable to respond to your call, or if you are in a locality
where there is no RACQ Contractor, then call any nearby
garage, pay their charges and apply to the Club for
consideration of an ex-gratia payment (see Reimbursements
on page 26 for more details).
Service Deposit
If roadside assistance is required by the Member or on your
Nominated Vehicle and your entitlement cannot be verified,
then Service will be provided on payment of a Service deposit
by the Member or Driver. This deposit may be refunded
when your Roadside Assistance details are confirmed by you,
the Member.
Liability
Except for any liability which arises where roadside assistance
and/or towing are being provided in accordance with the
conditions outlined in this brochure, RACQ and RACQ
Contractors accept no responsibility for damage to
Nominated Vehicles, Caravans, Trailers, other Vehicles or
property. In addition, no responsibility will be accepted for
any loss of income or any loss or damage arising from the
inability to provide Services.
Refusal of Service
RACQ, at its sole discretion, reserves the right not to provide
roadside assistance Services in any situation.
Water crossings – Islands and inland rivers
and creeks
RACQ will provide roadside assistance on an island where
it or an RACQ Contractor is able to provide Service on that
island. For a list of current islands please contact RACQ on
13 1905.
RACQ will provide roadside assistance to the following
locations within mainland Queensland where rivers need
to be crossed:
• Jardine
• Daintree
• Bloomfield
In providing roadside assistance to you, RACQ or an RACQ
Contractor may need to travel by ferry, barge or boat to reach
the Breakdown site and, if towing is required, to return your
Nominated Vehicle to your end destination (e.g. mainland
Queensland or another location in Queensland only accessible
by ferry or boat). These costs are payable by the Driver,
including any costs incurred by RACQ or an RACQ Contractor
to access the Breakdown location.
If towing is needed to transport your Nominated Vehicle
and/or Caravan to mainland Queensland or another location
in Queensland only accessible by ferry or boat, you are
responsible for any ferry, boat or other transportations costs
for the tow vehicle and your Nominated Vehicle and/or
Caravan requiring towing.
Where known, costs that may be payable by the Driver
following a request for Services (including roadside assistance)
that require a ferry or boat for RACQ or RACQ Contractors to
access the Breakdown location will be discussed with the Driver
at the point of requesting Services including roadside assistance.
If you break down in a location or on an island where RACQ
or RACQ Contractors are unable to provide Services including
roadside assistance, RACQ may be able to refer you to local
service providers.
Service Exclusions
While RACQ will endeavour to assist you in all circumstances,
please be aware that Service under Ultra Care does not include:
• Provision of roadside assistance within a period of 24 hours
from your application to join RACQ, unless waived by the
Club’s applicable service fee. A 72 hour waiting period will
apply before travel benefits can be provided following initial
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receipt of your Ultra Care subscription fees, changing your
residential address and changing your Nominated Vehicle;
• A ttendance and/or towing following damage of any type
including fire or theft, which is, or could have been,
covered by a motor vehicle insurance policy;
• T he removal of glass or towing associated with broken
windscreens or windows. Should you ask for RACQ or
an RACQ Contractor to render such work it will be at
your expense;
• A ttendance by an RACQ Contractor when your Nominated
Vehicle is under repair, at an RACQ Contractor’s premises,
motor garage or service station or any other place where
repair facilities are available;
• S ervice and/or towing of unregistered vehicles, vehicles
under repair or vehicles on a day registration permit;
• Responsibility for the supply of spare parts and/or tyres;
• Maintenance repairs or general mechanical repairs;
• Work on a vehicle in the event of lost keys or unserviceable/
damaged steering locks;
• Transport of passengers beyond the safe carrying capacity
of the vehicle, as per Queensland legislation – however,
RACQ may be able to arrange a taxi within your
entitlements;
• Towing where the weight of the vehicle exceeds 3.0 tonnes
GVM loaded or unloaded;
• Towing where the length of the vehicle exceeds 5.5m or
18 feet;
• Temporary repairs to steering, brakes or other safety
components. In such cases Service will be extended to
towing the Nominated Vehicle to a place of repair within
distance entitlements. Anything in excess of that distance
will be charged to the Member or Driver;
• A ny additional tow or Service attendance in connection
with the one Breakdown;
• B ogging Recovery not within reasonable reach of the
Constructed Road/Driveway, or where Special Equipment
and/or procedures are required;
• Wheel changing where the weight of the wheel and
tyre assembly is beyond the safe lifting capacity of a single person; and
• Transport of pets or livestock is the responsibility of the
Member or Driver.
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Limited Services
Limited Services apply for vehicles where the weight of the
Nominated Vehicle exceeds 3.0 tonnes GVM loaded or
unloaded and/or where it exceeds 5.5 metres (18 feet) in
length and/ 2.3 metres (7.5 feet) in width or 2.0 metres in
height. Services are limited as follows:
• N o towing entitlement. RACQ will endeavour to arrange
towing subject to tow truck availability, this will be at the
Member’s expense.
• B atteries cannot be serviced or fitted to motor homes
where there is limited access to the battery or substantial
removal of vehicle panels is required
• Jump starts may be provided, up to 24-volt boost start only,
providing only one battery is unserviceable
• Lockout assistance may be limited for some light
commercial vehicles
• W heel changing assistance may be provided if the vehicle’s
jack and wheel nut spanner are provided. Where the weight
of the wheel and tyre assembly is beyond the safe lifting
capacity of a single person, a Service fee for additional
assistance may be charged
Your Special Towing entitlement may be accessible for
Nominated Vehicles between 3.0 and 4.0 tonnes GVM.
Please refer to page 13.
N ote: The decision as to whether services can be provided
will be at the discretion of the RACQ consultant or the
attending RACQ representative.
Home Repairs
If you attempt to do mechanical work on your Nominated
Vehicle and it won’t start or operate properly as a result
of these repairs, you are not entitled to assistance for a
Breakdown from RACQ. However, we will provide a tow of
20km in any direction to a repairer at no charge. Any towing
above this entitlement must be paid by the Member or Driver.
Members are also eligible for advice from RACQ’s Motoring
Advice Service at no charge, on 1800 623 456 or 07 3666
9148. This Service operates from 8.00am to 5.00pm Monday
to Friday and from 8.00am to 12.30pm on Saturday.
Recovery of Vehicles
If your Nominated Vehicle becomes bogged or disabled on a
beach or in a bushland area, you are not entitled to roadside
assistance Services. If you find yourself in this situation, you
25
can still call RACQ on 13 1111 and we can refer you to the
local RACQ Contractor.
If you have purchased an upgrade to RACQ Ultimate,
some additional benefits may be available and you should
discuss this with the RACQ Consultant when you contact us.
Fees & Reimbursements
Refund Policy
Fees paid to RACQ and any RACQ contractors are not
refundable other than for consideration of a roadside
assistance call reimbursement. No refunds will be given
on unexpired Roadside Assistance.
Reimbursements
Where payment is made for roadside assistance in excess of
or in lieu of your entitlement under these regulations and you
feel extenuating circumstances exist, you may apply to RACQ
for consideration of an ex-gratia payment. Your application
should include all relevant details, accompanied by the original
receipt covering payment, be signed by you and submitted
within 90 days of the call for Service. This correspondence can
be addressed to: RACQ Road Service Manager, PO Box 4,
Springwood QLD 4127.
Excess Use
When roadside assistance is requested more frequently than
RACQ considers reasonable, you may be requested to ensure
that any vehicles requiring assistance are placed in sound
mechanical and Roadworthy condition and, until this has been
done, any further requests for Service may be refused or
Service provided for a fee.
Fees and Charges
For more information about the fees mentioned in this
document, please refer to racq.com/fees
Merchant Fees and Road Tolls
In the provision of your entitlements by RACQ or RACQ’s
Contractor you or the Driver will not be charged merchant
fees, credit card surcharges or road tolls. This does not apply
when RACQ or RACQ’s Contractor provides Services outside
your entitlements.
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Roadside Assistance
Premium Protection
Plus Care
Plus Care provides all the advantages of Roadside with
additional benefits to the total value of $1100 per year.
Whether you’re at home or away, Plus Care gives you the
extra protection of a taxi after towing, fuel if you accidentally
run out and emergency locksmith assistance. You can also
access accommodation, vehicle Recovery, car hire or
alternative transport for you and your passengers if you’re
more than 100km away from Home and RACQ estimates
repairs will take longer than 48 hours.
Limits and conditions apply, for more information please
refer to the Roadside Assistance Premium Protection
brochure, or refer to racq.com/pluscare.
Ultra Care
Ultra Care provides you with a greater level of benefits than
Plus Care up to a total of $3300 per year. You’ll also receive
Personal Roadside Assistance which means that you, as the
Member, can receive assistance following a breakdown in any
eligible vehicle that you are driving. In addition, any Driver
of your Nominated Vehicle will also receive the same level
of assistance.
Limits and conditions apply, for more information please
refer to the Roadside Assistance Premium Protection
brochure, or refer to racq.com/ultracare.
RACQ Ultimate
RACQ Ultimate is our most comprehensive option, providing
you with benefits up to $7000 per year. Like Ultra Care,
you’ll also receive Personal Roadside Assistance which means
that you, as the Member, can receive assistance following a
breakdown in any eligible vehicle that you are driving.
In addition, any Driver of your Nominated Vehicle will also
receive the same level of assistance. RACQ Ultimate also
includes a Caravan Towing and Recovery benefit.
Limits and conditions apply, for more information please
refer to the Roadside Assistance Premium Protection brochure,
or refer to racq.com/ultimate.
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Helpful Tips for
RACQ Members
Broken Windscreens
If you break a windscreen, call your insurance company prior
to effecting repairs. Roadside Assistance does not include
the removal of glass or towing associated with broken
windscreens. If you’re insured with RACQ you can make
emergency repairs (up to $500) to make your car roadworthy
until you can claim. Just let us know at claim time. Contact
your local RACQ store or phone the RACQ Claims centre on
13 7202 for assistance.
RACQ Insurance Claim
If you need to make a claim under your RACQ Insurance
policy, call us on 13 7202 or visit an RACQ store. We can
help you 24 hours, every day. When you make a claim,
we’ll tell you what you need to help us process your claim.
In most cases, we’ll lodge your claim for you so you don’t
need to complete a claim form – we’ll let you know.
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Definitions
The following definitions are used throughout this brochure
and apply to your entitlements:
Accident: Damage to a vehicle of any type which is, or could
have been, covered by a motor vehicle insurance policy.
Attending RACQ Contractor’s Premises: The location
where the RACQ Contractor providing the requested Services
operates their business.
Breakdown: Your Nominated Vehicle that is immobilised due
to mechanical or electrical fault, not including an Incident.
Caravan: A two, four, or six wheeled registered vehicle that
is towed by your Nominated Vehicle, and includes a pop top
or camper Trailer. Caravans that are not eligible for roadside
assistance are detailed on page 21.
Constructed Road/Driveway: A Government gazetted road
or driveway which is accessible under all weather conditions
by a two wheel drive motor vehicle.
Driver: Person (including a Member) driving the Nominated
Vehicle and who requests roadside assistance following a
Breakdown.
free2go: A youth program that offers free and discounted
Roadside Assistance to students completing Year 11 and Year
12 at a Queensland school as published by the Department
of Education and Queensland residents aged 16, 17, 18 and
19 years.
Nominated Vehicle: Any eligible registered motor vehicle
or motorcycle with registration details listed with RACQ.
Vehicles that are not eligible for roadside assistance are
detailed on page 20. A Nominated Vehicle, for the purposes
of this brochure, also includes any eligible motor vehicle or
motorcycle driven by a Member who is eligible to receive
Personal Roadside Assistance.
Personal Roadside Assistance: Members who have purchased
upgrades to RACQ Ultimate or Ultra Care, or who hold
a Gold or Gold50 loyalty level, or who are in the second
year of the free2go Program, receive roadside assistance
following a Breakdown in any eligible vehicle they are
driving. Vehicles that are not eligible for roadside assistance
are detailed on page 20. If a Member is entitled to Personal
Roadside Assistance in an eligible vehicle other than the one
with registration details listed with RACQ, they must be with
the vehicle when the vehicle breaks down, and in some
circumstances, may be required to provide proof of identity
before Service is provided. For the avoidance of doubt,
assistance will not be provided where the Member was not
travelling in the eligible vehicle at the time it broke down. If a
member does not hold an upgrade to RACQ Ultimate or Ultra
Care, then roadside assistance for a vehicle other than the
Nominated Vehicle is provided at the Roadside level.
RACQ Consultant: A person engaged by RACQ who is
empowered to arrange and assist in the provision of
the Services.
Incident: An event whereby a vehicle cannot be made mobile
due to Accident, theft, or vandalism.
RACQ Contractor: A person engaged by RACQ to
provide Services.
Intermediate Location: A location along the most direct
route from a breakdown site to the Attending RACQ
Contractor’s Premises.
Reciprocal: A Member or Driver will receive the entitlements
that the interstate Automobile Club / Association would
normally provide to their Members. Entitlements will vary
from state to state.
Limited Services: An entitlement that is limited due to a
vehicle’s weight, height, length or width.
Member: A person or business that holds Membership in RACQ.
Membership: Represents a Member’s stakeholding in RACQ.
Entitles the Member to the rights and benefits of RACQ.
Membership Card: Ordinary members receive a personalised
RACQ Membership Card in accordance with their loyalty
level, stating the Membership Card number, name and
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year joined. Business members are not provided with a
Membership Card.
Recovery: The transport of your Nominated Vehicle to
another location using a conventional car carrier.
Remote Area: Any area where roadside assistance cannot
be provided from an RACQ Contractor or contractor affiliated
to an interstate Automobile Club / Association.
Roadside: The standard level of Roadside Assistance provided
to you in the event that your Nominated Vehicle breaks down.
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Running Gear: The Caravan or Trailer’s axle and wheel
assemblies, springs, draw bars and couplings.
Service/s: Attendance to a Driver request where the
Nominated Vehicle or any eligible vehicle has suffered a
Breakdown, or any one or more of the other Services
outlined in this document.
Serviced Area: Any area covered by RACQ or an affiliated
Australian State or Territory Automobile Club or Association,
RACQ Contractor, or contractor network which provides
roadside assistance.
Specialist Equipment: Equipment not normally operated
by or made available to an RACQ Contractor, or equipment
normally operated by an RACQ Contractor where the use,
or method of use, is not normally associated with the
provision of the roadside assistance.
Trailer: A two, four, or six wheeled registered boat, horse
or dog trailer or any other type of trailer towed behind your
Nominated Vehicle. Trailers that are not eligible for roadside
assistance are detailed on page 21.
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Replacement stickers are available from any RACQ store.
Roadworthy: Roadworthy as defined by relevant Queensland
legislation.
This sticker is provided for your assistance and can be attached to your Nominated Vehicle.
Roadside Assistance: The suite of products offered by RACQ,
including Roadside, Roadside Extra, Plus Care, Ultra Care
and RACQ Ultimate which provide various levels of roadside
assistance Services and entitlements.
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Requesting Roadside
Assistance
When contacting us to request assistance, there are a few
things you can do to help us provide you with Service as
soon as possible:
• H ave your details ready – check your vehicle registration
details, vehicle make and vehicle model;
• Find your Membership card in case you need to provide
your card number;
• Look around and confirm your location – find the nearest street corner or a landmark that we can use to determine where you are; and
• If possible, provide a contact number such as the mobile
number of the driver or passenger with the vehicle.
Once you have your information ready, call RACQ for roadside assistance on 13 1111.
You can also download RACQ’s mobile services application from racq.com/mobile that will allow you to request roadside assistance without placing a call.
Hearing impaired Members are able to SMS requests for roadside assistance:
• M etro areas (Cairns, Townsville, Brisbane & Gold Coast):
SMS 0428 13 1111
• All other locations: SMS 0427 13 1111
• Members with a text telephone or text typewriter can contact RACQ on the following numbers for roadside assistance:
• TTY 07 3248 2074 or
• T TY 1800 623 101
When the RACQ Consultant has confirmed the course of action to be taken, wait with the vehicle at the agreed pick up point. Please be aware that if you are not available when the attending RACQ Contractor arrives, they will wait only a short period before proceeding to the next job.
In some circumstances production of personal identification or a current driver licence may be required before Service
is provided.
Safety
Due to the nature and location of some Breakdowns, your
vehicle may need to be towed to a safe location before an RACQ
Contractor can assess it. It is important to listen and be guided
by this person to ensure the safety of you and any passengers.
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Contact Us
For further information or assistance contact us 24 hours
every day on 13 1905, visit racq.com or speak to one of our
friendly staff at your local RACQ store.
You can now request roadside assistance, plan your next road
trip and find great member discounts on the RACQ mobile
app. To download the app, scan the QR Code below or go
to racq.com/mobile.
in store racq.com
24 hours every day
The Royal Automobile Club of Queensland Limited ABN 72 009 660 575
RACQ Insurance Limited ABN 50 009 704 152
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2649 Logan Road, Eight Mile Plains, Qld 4113
KIT06 11/15
13 1905