Roadside Advantage

Terms & Conditions

Terms & Conditions

WELCOME TO ROADSIDE ADVANTAGE

 

Roadside Advantage is provided by Motor One Group Pty Ltd trading as Customers for Life (ABN 31 097 188 219) (CFL). This document sets out the terms and conditions which apply to your Roadside Advantage coverage. It is a 24 hour a day, 7 days per week service available to members by ringing the toll-free number set out in this document. These terms and conditions do not affect your non-excludable rights under the Australian Consumer Law.

 

TO OBTAIN ASSISTANCE

 

Start by calling toll free 1800 244 615 and quote your Roadside Advantage membership number and your vehicle’s registration number.

 

COMMENCEMENT DATE

 

Your Roadside Advantage membership commences 5 business days after CFL, or its nominated response provider, receives your details. The term of your membership will be notified to you by CFL or by one of its representatives. It will be for the term specified on your application.

 

COVERAGE BY ROADSIDE ADVANTAGE SERVICES

 

Roadside Advantage is available to you when:

  • your vehicle is:
  • roadworthy, registered and located in Australia; and
  • registered with CFL or its response provider; and
  • none of the exclusions or limits set out later in this document apply; and
  • you have complied with the conditions in this document

 

ROADSIDE RESPONSE SERVICES

 

CFL’s response provider will provide the following services:

  1. where your vehicle has a flat battery: at the request of the driver, attempt to jumpstart the vehicle;
  2. where your vehicle has a flat tyre: replace that tyre with your vehicle’s spare tyre where it is roadworthy and serviceable and, where locking wheel nuts are used, they are able to be unlocked at the time of call out;
  3. where your vehicle uses petrol or diesel fuel and it has run out of fuel: provide up to 10 litres of standard unleaded petrol or diesel at your cost;
  4. where your vehicle’s keys are lost, or are locked in your vehicle: where a locksmith is necessary, arrange for the locksmith to attend your vehicle and if able, to access your vehicle all at your cost, however, CFL will contribute up to $77.00 (inclusive of GST) toward the cost of the locksmith’s services;
  5. where your vehicle is not a motor cycle and has broken down and cannot be safely mobilised or where fuelled by LPG, has run out of that fuel: arrange for your vehicle to be transported either to the closest repairer or refueler or if you want, to your home, but in all cases provided the maximum distance to be travelled by the response provider whilst towing your vehicle is no more than 50 kilometres.

 

Towing Breakdown

 

You are entitled to one Tow per breakdown. If the customer’s vehicle is unable to be quickly and safely mobilised, the vehicle including the driver will be transported to a nominated service centre or the owner’s home address. In a situation where the breakdown occurs on a trip or a holiday, we would transport the vehicle to the nearest service centre or mechanical repair facility. In an after-hours situation, arrangements can be made to store the vehicle and transport when the service centre or repair facility is open.

 

Call Outs

 

For each call out, 1 roadside response service will be provided only. For example, if your vehicle will not start, you will be given the option of the response provider attempting to jump start the vehicle or having the vehicle transported to a repairer/your home. A subsequent call out for the same reason within the same 24-hour period will be only provided at the customer’s expense. The roadside response services are set out above.

 

Additional Costs

 

The Roadside Response Service is free from any additional charges, other than as described in these terms. Where you require the assistance of a locksmith, you must meet the charges of the locksmith in excess of $77.00 (inclusive of GST).

CFL will pay for your vehicle to be towed up to 50 kilometres and you will be required to pay for any additional towing costs. Where the response provider is required to travel more than 50 kilometres to provide the Roadside Response Service, you must meet the additional charges of the response provider. An estimate of those charges will be provided to you, where practicable, before the provision of the relevant services. If you do not agree to pay those additional charges, the Roadside Response Service sought by you does not need to be provided. Where additional charges are payable, you must pay those charges in cash or by the credit card nominated by the response provider and, if required by the response provider, before the service is provided.

 

WE’LL BE THERE WHEN YOU NEED IT MOST

 

  • Roadside response
  • Car hire
  • Towing breakdown
  • Hotels
  • General assistance
  • Ambulance cover

 

Additional Services

 

CFL will arrange for the following additional response services up to a value, in aggregate, of $200.00 (inclusive of GST) (“Claim Limit”), during the term of your membership:

  • car hire: where you and your vehicle are more than 100 kilometres from your home address as registered with CFL, or its response provider, and your vehicle has broken down and cannot be used for at least 2 working days, excluding weekends and public holidays, CFL will reimburse you for car hire charges for a vehicle hired by you to replace your vehicle while it is unavailable to you where they are not recoverable under any insurance that you hold, up to the unused Claim Limit;
  • accommodation: where you and your vehicle are more than 100 kilometres from your home address as registered with CFL, or its response provider, and your vehicle has broken down and cannot be used for at least 2 working days, excluding weekends and public holidays, CFL will reimburse you for accommodation charges where they are not recoverable under any insurance that you hold, up to the unused Claim Limit; and
  • ambulance costs: in the event your vehicle is involved in collision and you, your spouse, or any of your children, require transport by ambulance as a consequence of the collision, CFL will reimburse you for the cost of the ambulance service where the cost is not recoverable under any insurance or membership that you hold, up to the unused Claim Limit.

 

Furthermore, where a breakdown or collision has occurred involving your vehicle, CFL where requested to do so, will assist:

  • in relaying urgent short messages to your family, friends or business associates who are likely to be affected or concerned by the breakdown or collision or the delay caused by that event; and
  • in arranging, at your cost, transport from the location of your vehicle’s breakdown or collision.

 

GENERAL EXCLUSIONS,

 

The Roadside Advantage Services are not available in the

following circumstances:

 

  1. Where the vehicle is a commercial vehicle or is operated for hire or reward, for example as a rental car or taxi;
  2. Where the vehicle is unattended by you or someone authorised by you;
  3. where the attendee is not able to prove his or her identity and authority to allow the Roadside Advantage Service to be provided;
  4. where the vehicle is immobilised other than due to a flat battery, mechanical breakdown which has not been caused by fire, theft, water or malicious damage, or a flat tyre for example the vehicle has been damaged in a collision or is partly or fully dismantled;
  5. where the vehicle is immobilised due to a pre-existing failure or breakdown for example the vehicle has been immobile for 7 days, or where repairs have already been attempted;
  6. where the vehicle is not registered or was first registered more than
  7. 10 years before your current Roadside Advantage membership commenced;
  8. where the vehicle is not on a public road;
  9. where the vehicle is not a roadworthy vehicle;
  10. where the vehicle cannot be easily accessed by a two-wheel drive tow truck;
  11. where the vehicle is in an off-street car park or in a multi-level car park not easily accessible by a tow truck;
  12. where the vehicle may be damaged by towing;
  13. where the vehicle is used in off road or motorsport events; where the vehicle is a commercial van, bus, truck or heavy equipment or has a weight of over 3.5 tonnes gross or a length of 5.5 metres or more;
  14. where the vehicle has been transported to a holding or shipment facility;
  15. where the vehicle is bogged;
  16. where the vehicle is not in a safe location; or
  17. where the vehicle is not located in Australia.
  18. where the vehicle requires specialised towing equipment.

 

SPECIAL CONDITION FOR MOTORCYCLES

 

CFL will satisfy up to $150.00 (inclusive of GST) of its service provider’s motorcycle towing cost service fee for towing services provided for a Roadside Response Service callout where the vehicle is a motorcycle (and none of the exclusions and limits apply and the other conditions have been met by you).

You must pay any charge in excess of that amount to the service provider in cash or by the credit card nominated by the service provider and if required by the service provider, before the service is provided.

 

PRIVACY

 

To arrange and provide your Roadside Advantage benefits including any renewals, and to manage your and our rights and obligations arising from or in connection with Roadside Advantage membership including any disputes, CFL, its agents, representatives and response providers collect personal information from you and those authorised by you including without limitation motor vehicle dealerships, financial institutions, your agents and representatives, as well as from our agents and other we consider necessary. We also collect, use, and disclose your personal information for product development, marketing and promotions, research, IT systems maintenance and development and for other purposes with your consent or where authorised by law.

For more information about our handling of personal information, including further details about access, correction and complaints, please see our privacy policy available on request or at www.customersforlife.com.au.

 

OTHER MATTERS

 

Where you require the assistance of a locksmith, the service provider will require photo identification, such as a current driver’s licence, before providing locksmith services.

We will not be responsible for any damage incurred, or for any repair costs that result from, moving your vehicle.

Where in CFL’s opinion, there is excessive or unreasonable use of the Roadside Advantage Services, CFL may require a service fee be paid prior to provision of any further Roadside Advantage Services. Example of when this may occur include multiple service calls in a given month, multiple service calls for the same issue or vehicle fault, or a customer failing to rectify an identified vehicle fault. If you have been advised that your Roadside Advantage membership is dependent upon your maintaining a Vehicle Protection Program, your Roadside Advantage membership will cease at the same time as your Vehicle Protection Program.

CFL may vary any of the fees, charges, monetary limits, terms and conditions in this document (and any variation of it) including exclusions and limits, by giving you not less than 30 days’ notice.

Notices addressed to your email or postal address last given to CFL by you or on your behalf, is deemed to be received by you two business days after sending.

 

TRANSFER OF MEMBERSHIP

 

You may transfer your membership to another vehicle owned or operated by you within seven days of the transfer by notifying CFL of:

  • the replacement vehicle’s details; and
  • payment of CFL’s administration fee of $10.

The transfer will be effective 2 business days after the conditions above have been satisfied. CFL can transfer all its rights and obligations under this document (and any variation of it) and in relation to the Roadside Advantage Services at any time by notice to you.

 

TO MAKE A CLAIM

 

Start by calling toll free: 1800 244 615 and quote your Roadside Advantage membership number and your vehicle’s registration number.