Emergency

Roadside
Assistance
Terms &
Conditions

Contact Us
13 72 28
racv.com.au
Or visit an RACV Store

ROYAL AUTOMOBILE CLUB

OF VICTORIA (RACV) LTD
ABN 44 044 060 833
Level 7, 485 Bourke Street
616674 01/23

Melbourne VIC 3000

Introduction 4

RACV Emergency Roadside Assistance 6

Obtaining Assistance 6

Proof of ERA product holding 6

ERA Products Features Table 7

1. RACV Total Care 8

1.1 Emergency Roadside Assistance 8
1.2 Extended Benefits 8
General Benefits 8
Benefits when under 100km from home address 9
Benefits when over 100km from home address 9
1.3 Personal Benefits 10

2. RACV Extra Care 10

2.1 Emergency Roadside Assistance 10
2.2 Extended Benefits 11
General Benefits 11
Benefits when under 100km from home address 11
Benefits when over 100km from home address 11

3. RACV Roadside Care 12

3.1 Emergency Roadside Assistance 12
3.2 Extended Benefits 13
General Benefits 13
Benefits when under 100km from home address 13
Benefits when over 100km from home address 13

4. RACV Bike Assist 13

5. RACV Emergency Wheelchair and Scooter Assist 14

6. General Conditions, Exclusions and Limitations 14

7. Benefit Limitations 21
Electric Vehicles 21
Fair Use Policy 21

Glossary 24
 Introduction location information) to provide services to multiple
third-party providers, for research purposes and to help
This brochure is designed to help you make the most of
RACV enhance and improve its services and to develop
your Emergency Roadside Assistance (ERA) package by
current and future services and functionality, and for
providing you with a guide to the ERA products’ services
other purposes of RACV’s business. RACV may share
and benefits and the extent to which the service and
non-personal aggregate, or summary, information
benefits apply to you.
with partners or other third parties (this is a customary
Please note that this brochure contains the Terms and online practice). For example, we might provide a
Conditions of ERA products. From time to time, RACV count of users from a particular area or utilise data in
may require changes to be made to its products in an anonymous manner to develop and improve other
order to respond to changes in legislation and other products. RACV will always ensure that any personal
environmental factors. Members holding ERA Products will information has been removed before aggregate
be advised of RACV’s intention to make any such changes information is provided to third parties or partners.
through the RACV website (racv.com.au) and using any
• RACV’s use of any personal information will at all times
other means adopted by RACV (in its absolute discretion).
be governed by the RACV Privacy Charter, a copy of
The full ERA terms and conditions can be found at racv. which can be found at www.racv.com.au/privacy
com.au and Members can obtain a copy of the most
recent terms and conditions at any RACV retail shop. If Marketing
the Member considers that a change to the ERA product You agree that RACV and its related bodies corporate
will have a serious, detrimental effect on the Services may contact you with marketing and information
supplied to the Member by RACV then the Member about their products and services, discounts, special
may request that RACV cancel the Services and RACV offers, competitions and invitations to special events,
agrees to refund the unused portion (pro-rata) of any for an indefinite period unless and until you opt out of
Subscription Fee to the Member. receiving these communications. You agree that any
As an RACV Member, you acknowledge and agree to contact details provided by you can be used for these
the rights and obligations of members set out in RACV’s communications, including to contact you by post, phone,
Constitution and By-laws (a copy of which is available at email and SMS. If at any time you wish to opt out from
racv.com.au). receiving these communications, please let RACV know
by using the “Opt Out” instructions in the RACV Privacy
Privacy Charter (available at www.racv.com.au) or any opt out
• In order for RACV to provide you with the Services you means provided in the communications.
agree to provide personal information about yourself
and information about your Vehicle and agree that How to resolve a complaint or dispute
RACV may: Talk to a staff member if you have a complaint – the first thing
a. collect, monitor and store information to provide the to do is call 13 RACV (13 7228) or go into your local RACV Shop
Services in connection to you; and talk to one of the staff. If the staff member is unable to
resolve the matter for you they will refer you to a manager.
b. disclose information (including personal information)
to you and to third parties through whom RACV provides Call 13 RACV (13 7228) if you would like more information
services in connection with your use of the Services about the complaint and dispute resolution procedure.
for the purpose of providing you with the Services;
c. disclose personal information to suppliers who need
access to the personal information to provide RACV
with services, to allow supply of the Services to you;
d. use personal information collected through the
Services to promote products and services to you; or
e. retain and use information as described in these
Terms and Conditions or as otherwise permitted by law.
• RACV may also use and collect non-personal aggregate,
statistical, and other anonymous information (including

4 5
 RACV Emergency Roadside Assistance ERA Product Features Table
Our aim is to get your Vehicle mobile at the time of This table has been designed to assist in determining the
breakdown to allow you to continue your driving journey. maximum ERA service and benefit features available.
Where this is not possible, we will provide reasonable
options appropriate to the situation to assist you in getting Product TOTAL EXTRA ROADSIDE
Features* CARE CARE CARE
your Vehicle to a Place of Repair. While your Vehicle is either
being repaired within close proximity to the breakdown Emergency Roadside Assistance

location, or being transported to an agreed destination, we Service Calls Unlimited Unlimited Unlimited
may provide other suitable benefits to minimise disruption
Towing Metro 100kms 60kms 20kms
to you and your passengers.
100kms or to 60kms or to To attending
Towing Country attending RACV attending RACV RACV Service
Obtaining Assistance Service Centre Service Centre Centre

For Emergency Roadside Assistance Australia-wide, Free petrol or diesel

✓ ✓ ✓
(Up to 5 litres)
Members or their representative should contact one of the
following numbers: Minor Parts
$33 $33 –
Allowance

Caravan & Trailer

Roadside Care 13 11 11 Assistance
✓ ✓ –

Extra Care 1800 333 300 General Extended Benefits

Total Care 1800 333 300 Locksmith $350 $300 $200
Bike Assist 13 11 11 Special Towing
–
Equipment
Emergency Wheelchair and Scooter Assist 13 11 11 $250 $220
Trailer Hire –
All telephone calls to the above numbers will be recorded Extended Benefits under 100kms from home
to assist us to properly provide assistance to you.
$300 $240 $80
Taxi (3@$100) Taxi (3@$80) Taxi (1@$80)
Proof of ERA product holding Breakdown
Alternative Alternative Alternative
transport Courier transport Courier transport Courier
Verification of your eligibility to receive ERA will be required
Extended Benefits over 100kms from home
at the time when Service is requested. Service Providers
may also request verification of your eligibility to receive Total Maximum $2,400 $1,400 $750
Benefits Taxi (3@$100) Taxi (3@$80) Taxi (1@$80)
ERA at the time of Service. Hire car $88p.d. Hire car $88p.d. Hire car $88p.d.
Alternative Alternative Alternative
Members with Total Care requesting assistance on vehicles transport transport transport
other than the Nominated Vehicle may be required to show Accommodation Accommodation Accommodation
photo identification to the Service Provider prior to Service $170p.n. $170p.n. $150p.n.

and must also be present at the time of Service. Breakdown

Vehicle Vehicle
–
transportation transportation
If you cannot confirm your eligibility to receive ERA either on
$1,000
the phone or at the time of Service, you may be required Travel Party -
Transport – –
Recovery Transport
to purchase a one or two year subscription before Service Accommodation
is provided. The additional subscription will be refunded if Personal Extended Benefits
you later prove to RACV that you were eligible to receive the
Cover for your
relevant Service. Travel Party
✓ – –

Personal Cover
(whilst driving any ✓ – –
eligible vehicle)

RACV Bike Assist ✓ – –

RACV Emergency
Wheelchair & ✓ – –
Scooter Assist

* Full product details are contained throughout this booklet.

All prices quoted are inclusive of GST.
p.d. = per day and p.n. = per night.

6 7
 1. RACV Total Care Benefits when under 100km from home address
Mechanical Breakdown
RACV Total Care is our premium ERA package. This applies to
you, the nominated Member, no matter which Eligible Vehicle Where Mechanical Breakdown occurs and your Vehicle,
you are driving and anyone who is driving your Nominated Caravan or Trailer is Disabled and has been towed to
Vehicle. The package also applies to Caravans and Trailers a Place of Repair, you may claim a combination of the
being towed by the Total Care Member or Nominated Vehicle. following benefits up to $300 (in total per incident) until the
End of the Incident .
1.1 Emergency Roadside Assistance
• Taxi fares (maximum of 3 trips, at $100 each)
RACV will provide you with unlimited callouts for the
• Alternative transportation
purpose of making your Vehicle, or any Caravan or Trailer
you are towing, mobile if it becomes Disabled, subject to • Courier/s
the Fair Use Policy and capped Benefit Limits. Benefits when over 100km from home address
This includes: Mechanical Breakdown
• Minor Mechanical Repairs to mobilise your Vehicle Where Mechanical Breakdown occurs and your Vehicle,
• Towing for your Vehicle and Caravan or Trailer: Caravan or Trailer is Disabled and has been towed to
- In Metropolitan Areas, the first 100km in any direction, a Place of Repair, you may claim a combination of the
from the point of breakdown is free of charge following benefits up to $2,400 for you and your Travel Party
(in total per incident) until the End of the Incident:
- In Country Areas, the first 100km in any direction, from
the point of breakdown is free of charge, or back to • Accommodation ($170 nightly limit); and/or
the attending Service Centre • Rental vehicle ($88 daily limit); and/or
- If your Electric Vehicle runs out of charge, the first 200km • Alternative transportation; and/or
in any direction, from the point of breakdown is free of • Taxi fares (maximum of 3 trips, at $100 each)
charge, or to the Nearest Accessible Charging Station
• F ree petrol or diesel when you have run out of fuel Where the Vehicle, Caravan or Trailer is unable to be repaired
(up to 5 litres; only available in Victoria) within three business days at the Place of Repair to which it has
been towed, RACV may attempt to find an alternative Place of
• Wheel changing for flat tyre
Repair. If repairs still cannot be effected within three business
• S
 pare Parts fitting up to the value of $33, if available, from days you have the option of having your Vehicle transported
attending RACV Service Provider (only available in Victoria). to a destination of your choice within Australia. RACV uses
Assistance for motorcycles is limited to petrol and towing. preferred contracted suppliers for the delivery of Services
Vehicles, Caravan or Trailers are subject to Size and Weight and delivery times may vary depending on availability.
Restrictions. Please refer to pages 19-20. Where the breakdown is solely limited to a Caravan or
Trailer; alternative transport and taxi benefits are not
1.2 Extended Benefits
available. Accommodation benefits are only available if the
RACV Total Care may provide you with up to $15,000 worth Caravan is being towed by an Eligible Vehicle.
of benefits during your Subscription Year.
Travel Party Recovery Transport Benefits –
General Benefits illness, injury or hospitalisation
RACV may provide up to $350 per incident towards If you or your Travel Party suffer a medical emergency
locksmith services. In the event that RACV is unable to requiring hospitalisation for 7 days or more, or
unlock your vehicle, on your request, RACV may arrange for experience an illness or injury leaving you unfit to drive,
a professional locksmith, when keys have been lost, broken, RACV may provide up to $1,000 in total per incident for
locked in vehicle or stolen and no spare key is available. accommodation, vehicle transport for the
Repairs or replacement of lock barrels are not covered Member and passenger transport for the Member and
under locksmith benefits. RACV may provide up to $250 per Travel Party to join the Member or return home (subject to
incident in any combination of the following: the treating doctor’s consent, in writing as required by RACV).
• Trailer hire; and/or
• S
 pecial Towing Equipment for lowered Vehicles, locked
steering and limited tow truck accessibility.

8 9
 Travel Party Recovery Transport Benefits – deceased 2. RACV Extra Care
Should you or any member of your Travel Party die whilst RACV Extra Care offers a range of extra benefits designed
on a driving trip in Australia, RACV may contribute up to to get you moving again with minimal inconvenience.
$5,000 to assist with the repatriation of the Member, or any
member of your Travel Party, deceased person and the 2.1 Emergency Roadside Assistance
Vehicle to your selected destination in Australia. RACV will provide you with unlimited callouts for the
To claim any medical related benefits, the Member must first purpose of making your Nominated Vehicle or any Caravan
obtain RACV’s express approval prior to incurring any charges. or Trailer you are towing, mobile if it becomes Disabled,
subject to the Fair Use Policy.
1.3 Personal Benefits
This includes:
RACV Total Care may also provide you with a number of
• Minor Mechanical Repairs to mobilise your Vehicle
Personal Benefits, as follows:
• Towing for your Vehicle and Caravan or Trailer:
• T
 he Total Care benefits described above apply to you,
not only when you are driving the Vehicle nominated - In Metropolitan Areas, the first 60km in any direction,
on your subscription, but also any other Eligible Vehicle. from the point of breakdown is free of charge
Benefits also apply to any person lawfully driving the - In Country Areas, the first 60km in any direction, from
Nominated Vehicle. the point of breakdown is free of charge, or back
• B
 enefits whilst you are riding a Bicycle. Please refer to to the attending Service Centre, or to the Nearest
Section 4 of this brochure for details. Accessible Charging Station if your Electric Vehicle
has run out of charge
• B
 enefits for your Wheelchair or Scooter. Please refer to
Section 5 of this brochure for details. •  Free petrol or diesel when you have run out of fuel
(up to 5 litres; only available in Victoria)
• Wheel changing for flat tyre
• S
 pare parts fitting up to the value of $33, if available from
attending RACV Service Provider (only available in Victoria
Assistance for motorcycles is limited to petrol and towing
Vehicles. Caravan or Trailers are subject to Size and Weight
Restrictions. Please refer to pages 19-20.
2.2 Extended Benefits
RACV Extra Care may provide you with up to $10,000 worth
of benefits in any one Subscription Year.

General Benefits
RACV may provide up to $300 per incident towards
locksmith services. In the event that RACV is unable to
unlock your vehicle, on your request, RACV may arrange for
a professional locksmith, when keys have been lost, broken,
locked in vehicle or stolen and no spare key is available.
Repairs or replacement of lock barrels are not covered
under locksmith benefits.
RACV may provide up to $220 per incident in any
combination of the following:
• Trailer hire; and/or
• S
 pecial Towing Equipment for lowered Vehicles, locked
steering and limited tow truck accessibility.

10 11
 Benefits when under 100km from home address 3. RACV Roadside Care
Mechanical Breakdown
RACV Roadside Care is designed to get your Vehicle
Where Mechanical Breakdown occurs and your Vehicle, moving again and if this is not possible, provide you with
Caravan or Trailer is Disabled and has been towed to Towing and limited Extended Benefits to assist you in your
a Place of Repair, you may claim a combination of the time of need, subject to the Fair Use Policy.
following benefits up to $240 (in total per incident) until
the End of the Incident. 3.1 Emergency Roadside Assistance

• Taxi fares (maximum of 3 trips, at $80 each) RACV will provide you with unlimited callouts for the purpose of
making your Nominated Vehicle mobile if it becomes Disabled.
• Alternative transportation
This includes:
• Courier/s
• Minor Mechanical Repairs to mobilise your vehicle
Benefits when over 100km from home address
• Towing for your vehicle:
Mechanical Breakdown
- In Metropolitan Areas, the first 20km in any direction,
Where Mechanical Breakdown occurs and your Vehicle, from the point of breakdown is free of charge
Caravan or Trailer is Disabled and has been towed to
- In Country Areas, from the point of breakdown back
a Place of Repair, you may claim a combination of the
to the attending Service Centre, or to the Nearest
following benefits up to $1,400 (in total per incident) until the
Accessible Charging Station if your Electric Vehicle
End of the Incident:
has run out of charge
• Accommodation ($170 nightly limit)
• F ree petrol or diesel when you have run out of fuel
• Rental vehicle ($88 daily limit) (up to 5 litres; only available in Victoria)
• Alternative transportation and/or • Wheel changing for flat tyre
• Taxi fares (maximum of 3 trips, at $80 each)
Assistance for motorcycles is limited to petrol and towing.
Where the Vehicle, Caravan or Trailer is unable to be
Vehicles are subject to Size and Weight Restrictions.
repaired within 3 business days at the Place of Repair to
Please refer to pages 19-20.
which it has been towed, RACV may attempt to find or
offer an alternative Place of Repair. If repairs still cannot be 3.2 Extended Benefits
effected within three business days you have the option RACV Roadside Care may provide you with up to $5,000
of having your Vehicle transported to a destination of your worth of benefits in any one Subscription Year.
choice within Australia. RACV uses preferred contracted
suppliers for the delivery of Services and delivery times may General Benefits
vary depending on availability. RACV may provide up to $200 per incident towards Locksmith
Where the breakdown is solely limited to a Caravan or services. In the event that RACV is unable to unlock your Vehicle,
Trailer; alternative transport and taxi benefits are not on your request, RACV may arrange a professional locksmith,
available. Accommodation benefits are only available if the when keys have been lost, broken, locked in the Vehicle or
Caravan is being towed by an Eligible Vehicle. stolen and no spare key is available. Repairs or replacement
of lock barrels are not covered under locksmith benefits.

Benefits when under 100km from home address

Mechanical Breakdown
Where Mechanical Breakdown occurs and your Vehicle is
Disabled and has been towed to a Place of Repair, you may
claim a combination of the following benefits up to $80 (in
total per incident) until the End of the Incident.
• Taxi fare (limit of 1 trip at $80)
• Alternative transportation
• Courier/s

12 13
 Benefits when over 100km from home address • M
 inor Mechanical Repairs to make your Wheelchair or
Mechanical Breakdown Scooter mobile;
Where Mechanical Breakdown occurs and your Vehicle is • W
 heel changing for when you experience a flat tyre;
Disabled and has been towed to a Place of Repair, you may and/or
claim a combination of the following benefits up to $750 (in • F itting of spare parts (if they are carried by the
total per incident) until the End of the Incident: attending RACV Service Provider at the time) up to the
• Accommodation ($150 nightly limit) value of $33.
• Rental Vehicle ($88 daily limit) Should your Wheelchair or Scooter not be able to be
fixed, a taxi may be dispatched to transport you and your
• Alternative transportation and/or
Wheelchair or Scooter to a destination of your choice. One
• Taxi fare (up to a limit of $80) taxi is available per incident to a value of $60.
Where the Vehicle is unable to be repaired within 3 business RACV requires that you inform the Roadside Assistance
days at the Place of Repair where it has been towed to, RACV Centre of what type of taxi you require when you call for
may attempt to find or offer an alternative Place of Repair. Service so that the most appropriate taxi is provided.
Service for Wheelchair users will not include assistance in
4. RACV Bike Assist lifting a person out of a Wheelchair. Service in shopping
RACV Bike Assist is designed to assist cyclists when their Bicycle centres and other buildings will only be provided in an area
cannot be ridden – or if the rider is not able to ride their Bicycle. suitable to RACV, such as an outside entrance or underground
RACV Bike Assist provides up to 8 callouts in any car park, to which RACV has practicable access.
Subscription Year. In the instance of a puncture only, a
service provider will be dispatched to provide and fit the 6. General Conditions, Exclusions
member’s Bicycle with a spare tube. and Limitations
Should a Bicycle not be able to be repaired (eg broken Areas Covered
spoke), or if the rider is not able to ride their Bicycle, a taxi
Service will be provided on private property or on any public
may be dispatched to transport the rider and Bicycle to
road in Victoria, provided they are trafficable to normal two
a destination of their choice. One taxi journey may be
wheel drive vehicles. This excludes areas such as open fields,
provided per incident to the value of $50.
beaches, creek beds, recreation ovals, bicycle paths, bicycle
RACV will provide Bike Assist services for any Bicycle being tracks, logging or forest service roads and roads which do
ridden by a Member holding Bike Assist or Total Care not allow oncoming traffic to safely pass.
membership.
Where service is required in large car parks, the driver
Bike Assist tube replacements are only available in will be required to meet the Service Provider at a
Metropolitan Melbourne. Taxi services, however, are predetermined meeting point.
available anywhere in Victoria.
Availability of Services
5. RACV Emergency Wheelchair Subject to ‘Circumstances outside RACV control’ below,
and Scooter Assist Emergency Roadside Assistance is available throughout
RACV Emergency Wheelchair and Scooter Assist has been Victoria 24 hours a day every day of the year. Service will
specifically designed to assist people who are mobility be provided as soon as practicable but response time is
impaired and suffer a breakdown. Should we not be able not guaranteed and will vary, depending on the location
to fix the problem, a taxi will be dispatched to transport you of the Vehicle and demand for services, amongst other
and your Wheelchair to a destination of your choice. things. Service is not available for vehicles which are at a
Place of Repair.
RACV Emergency Wheelchair and Scooter Assist provides
up to 8 callouts for you to use in any Subscription Year. A • T
 he Member or their representative who is over 18
Service Provider will be dispatched to assist you should years of age and whose identity has been agreed with
your Wheelchair or Scooter become Disabled due to RACV, must be with the Vehicle or at a pre-determined
mechanical failure or breakdown. meeting point when an RACV Service Provider arrives.
RACV Emergency Wheelchair and Scooter Assist consists of: Extended Benefits and Personal Benefits may only be
granted for incidents which occur within Australia.

14 15
 Change of Vehicle • The Maximum Benefit has been reached; or
Members must nominate the Vehicle to which Services • T
 he Vehicle is at a place of repair and/or the Member
are to be provided, and Services will only be provided to has returned home (Alternative transportation will be
the Member in respect of that Vehicle (unless the Member provided for Member to collect the vehicle once it has
holds Total Care). Members may change the Vehicle been repaired); or
nominated for Service. Total Care product holders can • The Vehicle cannot be repaired.
receive Service on a maximum of four vehicles per year.
Fire Damage
Extended Benefits, additional towing for Extra Care and
Total Care and Personal Benefits may only be granted Service is only available for fire damage when the extent of
in respect of a newly nominated vehicle 24 hours after the damage is limited to the engine bay of the vehicle.
changing a Nominated Vehicle and provided that the newly General Limitations
Nominated Vehicle does not have a pre-existing condition.
• T
 he method of delivery of Services will be at the sole
Circumstances outside RACV control discretion of RACV, including without limitation regarding the
RACV will not be liable for any failure or delay in providing the type, method or provider of transportation, accommodation,
Service, either in whole or part, where failure or delay arises rental vehicle, taxi, air transport, alternative transport or
directly or indirectly out of causes beyond the reasonable vehicle transportation provided or paid for.
control of RACV including, without limitation; adverse weather • W
 here there is any ambiguity regarding services and
conditions, unavailability of materials, parts, qualified personnel, benefits available to Members, RACV will only provide
equipment, fuel or the like; failures in telecommunications, or pay for services to the extent clearly and expressly
satellite and global positioning systems (including loss of provided for in these Terms and Conditions.
coverage in any or all of the Service areas); and otherwise • W
 here a Vehicle is leaking gas or fuel, RACV may refuse
where the relevant Service is not reasonably available. to attend the vehicle unless and until emergency
Claiming of Benefits services have attended and deemed the Vehicle and
environment safe.
With the exception of Total Care product holders claiming
accident benefits, RACV must be notified of your intention • R
 ACV may accept liability for damage to a Vehicle
to claim Extended Benefits within three business days of directly caused by Service to it where notice of that
the incident. damage is given to RACV within 7 days of service, RACV
is given an opportunity to inspect the vehicle before
Consequential Loss repairs are carried out and considers that the damage
To the extent permitted by the law, RACV will not be liable was directly caused by negligence on the part of
to any person for any indirect, special or consequential RACV in providing the service. RACV is under no strict
loss or damage in connection with the Services, whether in obligation to accept liability.
contract, tort (including negligence), statute or otherwise. • N
 otwithstanding the previous paragraph, RACV does not
Cooling-off Period represent that any Vehicle (or any part thereof) to which
it provides Service will be, or will remain for any period
A Member has 21 days from the date of purchasing an ERA
of time, in working order, and accepts no liability to any
Product to cancel their subscription, and will be entitled to
person in connection with Services provided to a Vehicle,
a refund of any Subscription Fees paid, if no Service calls
including in connection with breakdowns, accidents or
have been made or Extended Benefits have been used.
injuries that may occur following Service whether in tort
End of the Incident (including negligence), contract or otherwise.
RACV will consider an incident to have ended in respect of If, notwithstanding the above, RACV is found to be liable
providing Service and/or Extended Benefits when: to the Member and/or any other person, RACV’s liability
• The Vehicle is mobilised; or is limited to a sum not exceeding:

• A Reasonable Time has been allowed to repair the - $5,000 for Roadside Care;
Vehicle; or - $10,000 for Extra Care; or
• T
 he Member/driver has reached or been allowed time - $15,000 for Total Care.
to reach the agreed destination once it has been in respect of the aggregate of all claims, during any
agreed that Vehicle Transportation will be provided; or consecutive period of 12 months.

16 17
 • R
 ACV reserves the right to refuse applications for any that an ‘unlimited’ amount of a service or number of
product or service, or extension or upgrade thereof, in benefits are available, or that a particular amount or value
its absolute discretion, without giving any reason. will or may be provided):
• A
 ssistance for motorcycles is limited to petrol and Roadside Care $5,000
towing. Towing may not be available outside the Extra Care $10,000
Metropolitan Area.
Total Care $15,000
• T
 hese Terms and Conditions are subject to the
By-Laws and the Articles of Association of RACV Overdue Renewals and dishonoured Instalment Payments
Any overdue renewals or dishonoured instalment must be
Glossary
paid prior to receiving service.
Words defined in the Glossary have the meaning given
Where an ERA renewal or instalment is not paid by the
there when they appear in these Terms and Conditions,
due date, a grace period of up to 30 days applies. Service,
unless the context expressly requires otherwise.
Extended Benefits and Personal Benefits may only be
Hazardous Locations provided once any overdue renewals or dishonoured
Where a Vehicle is deemed by RACV to be in a hazardous instalments have been paid.
location, RACV may dispatch a tow truck to move the Vehi- Where an overdue ERA renewal or instalment is not paid
cle to the nearest safe location. Where, however, the Vehi- after 30 days, only Immediate Service is available once any
cle is not Towable or is not able to be safely accessed by a overdue renewals or dishonoured instalments have been
standard commercial towing Vehicle, RACV may refuse to paid. A 24 hour waiting period applies to Extended Benefits
provide Service to it. and Personal Benefits.

Immediate Assistance If payment has not been made after 90 days the ERA
subscription will lapse. Any request for service will require
Where ERA is required and the Vehicle is not covered by an
the purchase of a non-refundable one or two year
ERA Product, a nonrefundable one or two year subscription
subscription. Extended Benefits and Personal Benefits will
must be paid before Service will be provided.
not be available for that incident.
Extended Benefits, additional towing for Extra Care and
Total Care and Personal Benefits are not available for the Parts Used During Emergency Roadside Assistance
initial incident and are subject to a 24 hour waiting period Parts provided by the Service Provider may or may not be
(refer to page 20). genuine parts. All parts comply with relevant Australian
Standards and regulatory requirements and are fit for purpose.
Interstate and Overseas Coverage
Subject to the terms of any agreements entered into by RACV Refunds
with affiliated motoring organisations Members with an RACV Parts of Subscription Fees may be refunded prior to the end
ERA Product travelling interstate and overseas may be entitled of the subscription period in the following circumstances:
to breakdown services, towing and/or other services • W
 here a Member cancels a multi-year subscription
from those affiliated motoring organisations. The service package, only the current year will be non-refundable;
provided will be in accordance with the affiliate motoring
• A Member dies; or
organisation’s terms and conditions. For Extra Care and
Total Care Members (and subject to all items in Section 6) • A
 Member’s Nominated Vehicle is sold, stolen or
declared a total loss.
• G
 eneral Conditions, Exclusions and Limitations, of these
terms and conditions), RACV will pay to have someone Pro-rata refunds can only be offered when no service calls
attend your Vehicle or Tow you to a Place of Repair on have been made or Extended Benefits have been used.
occasions where your requirements are not covered However, if the amount we need to refund is less than $5,
by the affiliated motoring organisation. In this situation, then we will donate it to charity.
RACV must be contacted for prior authorisation. Refunds will not be provided for monthly payment plans,
Maximum Benefits or if a change is made during a Subscription Year (for
example: a change from Total Care to Extra Care or
The cumulative value of the Extended Benefits for each ERA
Roadside Care or a change of the Nominated Vehicle).
Product per Subscription Year will not exceed the following
amounts (notwithstanding any statements which may
suggest the contrary, including with limitation, statements
18 19
 Reimbursement of Costs Ineligible Vehicles
In some circumstances Members may be required to Subject to these Terms and Conditions, Service is
initially meet the costs of Services. Where expenditure is unavailable for:
within the terms and conditions of the relevant ERA Product • A
 ny Vehicle participating in any trial, race or other
and RACV has authorised the expenditure in advance or activities of a like nature;
otherwise decides to grant benefits for the expenditure, it
• Commercial Vehicles, including taxis;
will be reimbursed upon production of appropriate receipts
acceptable to RACV. Claims for reimbursement must be • Trade plated vehicles.
made within 90 days of the call for service or the date that • Vehicles that are not registered.
the cost was incurred, whichever is earlier.
Waiting Periods
Size and Weight Restrictions • P
 rovided that there is no pre-existing Condition, ERA
Limitations apply to all registered Vehicles, Caravans and becomes available 24 hours after an ERA product is
Trailers (refer to Size and Weight Restrictions table on pages purchased, unless a non-refundable one or two year
19-20). ERA is not available for any Vehicles, Caravans and subscription is paid for the provision of immediate
Trailers outside these limitations. Towing Service can be assistance.
arranged where available for Vehicles outside these limits • Extended Benefits, additional towing for Extra Care
at commercial rates. and Total Care and Personal Benefits are not available
Unroadworthy Vehicles where immediate service is requested.

Service (including Emergency Roadside Assistance) may be Wait with Vehicle

refused to a Vehicle, if in the opinion of an attending Service The driver or an authorised representative must be present
Provider, the Vehicle is unroadworthy or, in the case where with the Vehicle when the Service Provider arrives. Service
Towing Services are requested or required, where the Vehi- will not be provided for unattended Vehicles.
cle is not Towable.
For service on a non-Nominated Vehicle, the Total Care
Vandalism/Theft Member must be driving the vehicle and be present when
Where a Vehicle has been damaged due to vandalism or the Service Provider arrives.
theft, Service will not be made available unless the Member
signs a release and indemnity in favour of RACV for any Size and Weight Restrictions
injury or damage arising from providing Service.

Vehicles Weight
Height Width Length^
(GVM*)
Eligible Vehicles
Subject to these Terms and Conditions, Service is available for: 2.1m 2.3m 5.5m
ROADSIDE CARE 4 Tn
• P
 assenger motorcars within RACV Size and Weight 6’10” 7’6” 18’0”
Restrictions that are duly registered at the time of Service; 3.3m 2.5m 9.0m
EXTRA CARE 8 Tn
• Motorcycles, Mopeds; 10’9” 8’2” 29’6”
• Motorhomes within RACV Size and Weight Restrictions; 3.3m 2.5m 9.0m
TOTAL CARE 8 Tn
• T
 railers or Caravans within RACV Size and Weight 10’9” 8’2” 29’6”
Restrictions being towed by an Eligible vehicle for Total
* GVM (gross vehicle mass) of a vehicle means the maximum loaded mass
Care and Extra Care product holders; of the vehicle, including passengers and cargo regardless of whether the
vehicle is loaded at the time of the incident.
• In relation to Bike Assist or Total Care only, Bicycles; ^  For caravans and trailers, length refers to the entire length of any tow vehicle,

• In relation to Emergency Wheelchair and Scooter Assist including the A-frame.

or Total Care only, self-propelled or powered Wheelchairs

or a 3 or 4 wheeled ride on Scooter with power output of
no more than 200 watts (2.6 horsepower);

20 21
 7. Benefit Limitations replaced from time to time] if deemed necessary in RACV’s
absolute discretion) and, until this has been done, any
Accommodation
further requests for Service (including Emergency Roadside
RACV may pay for accommodation costs of up to $150 Assistance) may be refused or provided for a fee.
per night for Roadside Care members; or $170 per night
Circumstances that constitute a breach may include, but
for Extra Care and Total Care members. Any charges for
are not limited to, multiple service calls in a given month for
meals, telephone calls, room service etc. over the room only
the same reason (e.g. flat battery, faulty alternator, out of
rate will be at the Member’s own expense. The venue for
fuel etc.). The Member is expected to take reasonable steps
accommodation is at the sole discretion of RACV.
to resolve the issue causing the Vehicle fault.
Accommodation benefits do not include pre-booked
The circumstances in which RACV may decline to grant
accommodation or accommodation at your intended
Extended Benefits for an incident are not limited to the fair
destination.
use policy. However, each member is entitled to RACV’s
Alternative Transport consideration of the grant of Extended Benefits up to the
Alternative transport consists of any land, air or sea capped amount according to the roadside product tier the
transportation as deemed appropriate by RACV. The form of member holds.
alternative transport will be at the sole discretion of RACV. The Members with Total Care may entitled to receive Service on
provision of alternative transportation is subject to availability up to four Vehicles in each Subscription Year.
and any terms and conditions imposed by the Service Provider. Without limiting the circumstances in which RACV may
If RACV provides this benefit, RACV will cover the cost of base apply this policy, RACV will apply this policy if any use of the
fares or rates. Additional costs such as excess baggage, Services or a benefit by a Member is considered by RACV
cancellation fees, etc will be at the Member’s expense. to be fraudulent or to adversely affect the provision of the
Electric Vehicles Services or a benefit to other Members.

If your Electric Vehicle runs out of charge, we will provide a Locksmith

tow to the nearest Accessible Charging Station or to your Repairs or replacement of lock barrels are not covered
destination, in accordance with your Towing Benefits. under locksmith benefits. The attending Service Provider
Electric Vehicles that are powered by both electricity and will require photo identification, such as a current driver’s
petrol will be provided free petrol or diesel when you have licence, before providing Service.
run out of fuel and charge (up to 5 litres; only available
Medical-Related Transport Benefits
in Victoria). These may include plug-in hybrid (PHEV), and
hybrid (HEV) vehicles. Medical-Related Transport Benefits do not cover:
1.  ny expenses incurred where RACV has not been
A
Any costs associated with charging the Electric Vehicle will
contacted beforehand and agreed to pay for them;
be at your own expense.
2. A
 ny expenses that are covered by Medicare or any
Fair Use Policy registered health benefits organisation;
It is important to RACV that all Members are able to access 3. A
 ny fee or charge related to hospital cover or medical
benefits and our expectation is that Members will maintain expenses;
their Vehicle in working condition. Therefore, RACV reserves
4. W
 ithout limiting the sub-clause 3 above, any fee or
the right to limit or refuse to provide Services or a benefit to
charge related to ancillary health benefits as described
a Member where, in the opinion of RACV, the Member’s use
in the National Health Act 1953 (as amended or
of the Services or a benefit is excessive, unreasonable or not
replaced from time to time);
reasonably required by the Member in the circumstances.
It is intended to minimise the inconvenience of a vehicle 5. A
 ny expenses payable under Federal or State
breakdown through timely attendance, professional Government compensation schemes for work-related
diagnosis and temporary repair wherever possible. accidents or motor vehicle accidents;
6. Transportation by ambulance;
When ERA is requested more frequently than RACV considers
reasonable, you may be requested to ensure that the vehicle 7. Transportation by air unless deemed necessary by a doctor;
is placed in a sound mechanical and roadworthy condition 8. A
 ny transfer fees, charges or costs associated with the
(including obtaining a roadworthy certificate under the transfer or funds or personal items;
Road Safety [Vehicles] Regulations 2009 [as amended or

22 23
 9. T
 ransport equipment such as coffins, embalming costs, • V
 ehicles which have been involved in an Accident or
administrative costs, funeral costs and secondary transfer have impact damage;
fees associated with transporting a deceased person; • B
 ogged on private property or on a public highway not
10. Accommodation, unless expressly stated. trafficable to normal two wheel drive vehicles;
RACV’s Discretion • R
 equiring special towing equipment such as a power
winch or extension cables or for situations where a four
RACV has sole discretion whether to grant Extended
wheel drive vehicle is required;
Benefits in relation to any incident for which a Member
makes a claim for such benefits. RACV will consider any • W
 hich cannot be opened or started because keys have
claim for Extended Benefits falling within these terms and been lost or locked in the Vehicle;
conditions but, if RACV elects to grant only partial benefits, • W
 ith keyless entry unless the steering is unlocked and
then the Member’s entitlements in relation to the incident the Member can provide adequate identification; or
are limited by that election. • Containing animals or livestock.
Rental Vehicle • W
 hich (in RACV’s reasonable opinion) are overloaded or
The rental vehicle provided by RACV, and/ or rental company not safely loaded or secure.
used, is at the sole discretion of RACV. Any rental vehicle costs • C
 arrying dangerous goods as defined under the
which RACV decides to provide will not exceed $88 per day. Dangerous Goods Act 1985 (Vic.) including explosive,
The provision of rental vehicles is subject to availability and flammable, combustible, toxic radioactive, corrosive or
any terms and conditions imposed by the individual rental other dangerous goods.
companies. Towing – Excess Kilometres
Any security deposit required by the rental company, any Towing kilometres in excess of the limits described herein
insurance excess or fuel bond, excess kilometre charges, will be payable by the Member at the time of the Tow.
or any other costs in excess of the daily rate will be at
the Member’s expense. However, for Extra Care and Total Towing – Number Available
Care Members, RACV may provide up to $300 per incident One tow is available after a breakdown where the
towards any applicable relocation fees. nominated vehicle cannot be mobilised. However, if the
In some circumstances rental vehicles are not available for nominated vehicle cannot be towed to the Place of Repair
drivers under the age of 25 years. In most cases deposits chosen by the Member during its hours of operation, RACV
must be paid by credit card. will offer the Member a tow to an agreed interim location
and then a second tow to the Place of Repair during its hours
Spare Parts of operation. Any subsequent tows for the same breakdown
Where available, RACV may fit authorised spare parts to assist will be payable by the Member at commercial rates. A limit
in getting your vehicle mobile. Members must pay for all spare of one Vehicle Transportation is available per incident.
parts unless a provision in these Terms and Conditions states
Trailer Hire
that spare parts are provided as part of ERA. Spare parts will
not be picked up or delivered. Spare parts do not include Where a Member is granted a Trailer hire benefit, in most
consumables such as oil, fluids, coolant and batteries. instances RACV will require the Member to arrange their
own Trailer hire, and seek reimbursement for this cost from
Taxis RACV within benefit limits.
The provision of taxis is subject to availability at the time of
Vehicle Transportation
booking.
Where a vehicle cannot be repaired within three business days
Towing – General at the Place of Repair, RACV may attempt to find an alternative
Towing Service will be provided utilising the most Place of Repair. If the Vehicle is still unable to be repaired,
appropriate vehicle reasonably available. In Country Areas RACV will transport your vehicle to an agreed destination. A
in particular, limited types of tow trucks may be available. limit of one vehicle transportation is available per incident.
Towing Service will not be provided for vehicles: The provision of vehicle transportation is subject to
• Which are not Towable; availability and any terms and conditions imposed by the
individual transport companies.
• Damaged as a result of fire outside the engine bay;

24 25
 Verification of Eligibility or Identity Disabled means having been subject to an event which
Where a Member is required to verify their identity in person, causes a Vehicle to become disabled such that it is unable
RACV require current photographic identification. to be driven safely (or, in the case of a Trailer or Caravan,
21 unable to be towed by the Eligible Vehicle), and which
Wheel Changing event is caused by: - A mechanical failure or breakdown; -
ERA will include assistance in changing a punctured or An engine fire; - A flooding which does not enter the Vehicle
damaged tyre, providing the driver provides a spare wheel cabin; or - A malicious act.
and tyre in a serviceable and roadworthy condition, and Electric Vehicle means a vehicle with one or more motors
of a design and type compatible with the Vehicle. Where that are partially or solely powered by electricity for
the replacement tyre is incompatible, unserviceable, propulsion. This includes battery electric (BEV), plug-in
or unroadworthy the Service Provider may, at his or her hybrid (PHEV), hybrid (HEV) and fuel cell (FCEV) vehicles.
discretion, fit the tyre for the purpose of temporarily
Eligible Vehicle means any Vehicle as described in these
mobilising the Vehicle but only if the driver agrees to sign
Terms and Conditions for which an ERA Subscription
a release or indemnity in favour of RACV for any injury or
Fee has been paid for the period during which Service
damage arising out of the use of the tyre.
is requested or any vehicle being driven by a Member
Where a vehicle requires a jack with a lifting capacity of greater subscribing to Total Care (whether it is nominated for
than 1.6 tonnes, you will need to provide a heavy-duty jack. Service or not) subject to Size and Weight Restrictions, as
Where a suitable replacement tyre is not available, or the detailed on pages 19-20.
weight or size of the wheel and tyre assembly is beyond the Emergency Roadside Assistance or ERA refers to the
safe lifting capacity of a single person, Towing Service will services available to make your Vehicle mobile at the time
be provided however, Extended Benefits are not applicable of breakdown or to allow towing as specified under each
for this incident (subject to these Terms and Conditions). product listed herein.

8. Glossary Emergency Roadside Assistance Product or ERA Product

refers to any of the following products offered by RACV:
In this brochure, the following words have the meanings set Roadside Care, Extra Care, Total Care, Emergency
out below, unless the context expressly requires otherwise: Wheelchair and Scooter Assist and Bike Assist products.
Accessible Charging Station means any Electric Vehicle End of the Incident is defined in these Terms and
Charging Station that is operational and can be accessed Conditions under the heading “General Conditions,
by the Towing Provider’s Standard Towing Equipment, Exclusions and Limitations”
together with the Electric Vehicle.
Extended Benefits means in respect of Total Care, Extra Care
Accident means a collision or impact with any object and Roadside Care, the benefits described under the heading
causing damage to the Eligible Vehicle. Extended Benefits in, respectively, sub-sections 1, 2 and 3.
Articles means the Memorandum and Articles of Fair Use Policy is set out in these Terms and Conditions
Association of RACV from time to time. under the heading “Benefit Limitations”.
Bicycle refers to a push bike or a bicycle that can be powered Instalment Payment refers to a direct debit transaction
by electricity as well as propelled by pedals (e-bike). where a Member has chosen to pay their subscription on
By-Laws means the By-Laws of RACV, which are subject to either a monthly or annual basis.
change from time to time. Mechanical Breakdown means a malfunction has occurred
Caravan means any Caravan used for domestic purposes whilst the Vehicle is in operation, which causes the Vehicle to
and attached to an Eligible Vehicle, but excludes Caravans be unable to operate at a safe and normal capacity.
that are used primarily for delivering goods and services in Member means a current Service Member of RACV (as defined
the course of any trade and business. Please refer to pages within the By-Laws) who is a subscriber to any ERA Product.
19-20 for size and weight restrictions.
Member’s Address or Home means the address of the
Commercial Vehicle means a vehicle used primarily for Member as recorded on the Service Membership by RACV.
delivering goods and services in the course of any trade or In relation to individuals holding ERA Products for personal
business. E.g. Taxi or courier. use, the Member’s address or home means the home
Country Area(s) means those areas of Victoria outside the or principal place of residence for example as stated
Melbourne Metropolitan or Geelong urban areas. on the Member’s Driver Licence. A P.O. Box address is not

26 27
considered a place of residence, and the Member will be Towable means able to be towed by a standard
required to provide proof of residential address prior to commercial towing Service Provider at standard
receiving service or benefits. commercial rates.
Metropolitan or Metropolitan Area means urban areas Towing Service(s) means Vehicle or Trailer towing service
of Melbourne and Geelong as identified by the RACV ERA provided pursuant to these Terms and Conditions.
dispatch system. Trailer means any domestic trailer, horse or dog trailer
Minor Mechanical Repairs means minor and in some cases or boat trailer when attached to an Eligible Vehicle but
temporary repairs provided pursuant to these Terms and excludes trailers used primarily for delivering goods and
Conditions to allow an Eligible Vehicle to be safely driven to services in the course of any trade or business. Please refer
a place where complete and/or permanent repairs can be to pages 19-20 for size and weight restrictions.
carried out. Travel Party means up to six people travelling with the
Nominated Vehicle means the vehicle nominated by the Member in their Vehicle at the time of breakdown.
holder of an ERA Product to be the subject of benefits of Vehicle means a Member’s Nominated Vehicle, and/or an
that ERA Product. Eligible Vehicle, unless the context requires otherwise.
Personal Extended Benefits means in respect of Total
Care, the benefits described under the heading “Personal
Benefits” in sub-section 1.3.
Place of Repair means a registered mechanical repair
business.
RACV means Royal Automobile Club of Victoria (RACV)
Limited ABN 44 004 060 833 and includes its officers,
employees, agents and contractors.
Reasonable Time means the time taken to affect a typical
repair according to prescribed industry standards (as
defined on the VACC website at vacc.com.au), subject to
the availability of appropriate service and necessary parts
to affect the repair.
Service(s) means the service or benefits provided pursuant
to these Terms and Conditions.
Service Centre means a business operating in a Country RACV Contact Numbers
Area appointed by RACV to provide ERA.
RACV Emergency Roadside Assistance 13 11 11
Service Provider means an RACV employee, contractor
24 hours a day
or third party engaged or recommended to provide any
service or benefit on behalf of RACV. Hearing Impaired TTY 13 36 77
Size and Weight Restrictions are defined in these Terms General enquiries and RACV Assistance Centre 24 hours a day
and Conditions under the heading “General Conditions,
Exclusions and Limitations”. RACV Extra and Total Care 1800 333 300
Special Towing Equipment means towing equipment not Emergency roadside assistance for Extra and Total Care –
ordinarily carried by a commercial towing Service Provider. 24 hours a day
Subscription Fee means the annual fee or Instalment
Payment pertaining to any products listed herein. RACV MemberLine 13 7228

Subscription Year means any 12 month period after the General enquiries, Emergency Roadside Assistance prod-
date a product was purchased. ucts and Insurance enquiries

Terms and Conditions means these terms and conditions Email

as amended from time to time. care@racv.com.au
Tow(s) refers to a single provision or instance of towing
under Towing Services. Note: Standard call charges apply when calling from a mobile phone.