Welcome to Plus Care. RACQ Values. About us. Members First

Transcription

1 Plus Care

2 Welcome to Plus Care You now join with over 1 million members who have chosen RACQ to provide them with Roadside Assistance around Australia. This booklet explains the benefits that are now available to you please take the time to read this information so that you are fully aware of your entitlements. About us We are a mutual association committed to making the everyday lives of members easier; whether through our world-class Roadside Assistance or any of our various other products and services. RACQ was formed in 1905 with just 12 members. Our iconic road patrols took to the streets in 1925 and have since rescued more than 25 million Queenslanders from the roadside. Today, RACQ is the State's peak motoring organisation, providing a wide range of motoring, travel and other services and benefits ranging from 24-hour Roadside Assistance, discounted car and home insurance to shopping and retail discounts and finance services to Members and their families. RACQ Values Members First Our Members are the reason we exist and will remain our priority. We advocate our Members interests and in doing so benefit our community. Trust and Independence We are independent and display integrity and honesty. We are empowered to be responsible and accountable. We respect others, communicate openly and share a positive attitude. Working Together We work together, sharing information and expertise to bring clarity to problems and provide uncomplicated solutions and straightforward answers. Excellence and Quality We are a leading organisation, setting ourselves the highest standards in all we do. We believe in doing the right things in the right way and will pursue better ways of doing these things to meet the challenges of the future. We hope that you enjoy your time with RACQ and look forward to helping you make the most of your Membership. Stay safe on the road and enjoy your motoring. 2 3

3 Contents Page Definitions 6 Plus Care Conditions 8 Summary 10 Eligibility Who s covered? Benefits 11 Roadside Assistance 14 Local Benefits 14 Mechanical or Electrical Breakdown Towing Special Towing Taxi Emergency Fuel Lockout Emergency Locksmith Assistance Wheel Changing Bogged Vehicle Partially Flooded Vehicles RACQ Help Line Emergency Message Facility Caravans & Trailers 17 Mechanical or Electrical Breakdown Towing Special Towing Emergency Locksmith Assistance Accommodation Travel Benefits 18 Accommodation Rental Vehicle Alternative Passenger Transport Vehicle Recovery Urgent Spare Parts Trailer Hire Conditions for Roadside Assistance 23 Eligible Vehicles Eligible Caravans & Trailers Non Serviced or Remote Areas Service Deposit Liability Refusal of Service Free Service Home Repairs Recovery of Vehicles Membership Fees & Reimbursements 27 Reimbursements Excessive Calls Fees and Charges Welcome to our Loyalty Levels 28 RACQ Ultimate and free2go 29 Your RACQ Membership Card 30 Show Your Card & Save 33 National Discounts International Discounts Loyalty Levels & Benefits 34 Personal Services 38 Loans Retail Items Child Restraints The Road Ahead Travelling 39 RACQ Travel & Cruising International Driving Permits National and International Reciprocal Services Accommodation Bookings, Maps & Guides Trip Planner Car and Campervan Hire Car Storage Airport and Portside Cruise Parking Home 41 Home and Contents Insurance Pet Cover RACQ Help Line Cars & Motoring 42 Motor Insurance Vehicle Inspections Technical Advisory Service Approved Repairers Selected Repairers RACQ Auto Glass Traffic and Safety Legal Advisory Driver Education Entertainment 44 Theme Parks Movie Tickets Other Membership Options 45 RACQ Annual Report flyer 47 Helpful Tips for RACQ Members 49 Broken Windscreens RACQ Insurance Claim RACQ Vehicle Sticker 50 Requesting Roadside Assistance 51 Contact Us Back page 4 5

4 Definitions The following definitions are used throughout this brochure and apply to your membership and 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. Annum: RACQ Membership subscription year. Breakdown: Your Nominated Vehicle that is immobilised due to mechanical or electrical fault but does not include 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 23. Club Services: All services provided by the RACQ including technical services, legal guidance and information, travel and accommodation services, touring and entertainment discounts and advice, Free and discounted touring maps, guides and retail items. Members who are eligible for Club Services include the following membership categories: Ordinary, Lifestyle, Associate, Fleet, free2go and all Honorary Members. Club Services do not include Roadside Assistance. 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. Free: That no charge is levied at the point of Service delivery. free2go Program: A youth membership program that offers free and discounted membership 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. Home: Your principal place of residence. It is your responsibility to inform us of your correct residential address. Proof of this may be required at the time of claiming benefits. If you reside at a location for four weeks or more, this may be classified as your permanent place of residence. Incident: A vehicle cannot be made mobile due to Accident, theft or vandalism. Intermediate Location: A location along the most direct route from a breakdown site to the Attending RACQ Contractor s Premises. Member: A person who has paid the applicable annual membership fee. Membership: A membership that has not expired at the time of requesting Service and for which annual fee has been paid. Nominated Vehicle: Any registered motor vehicle or motor cycle whose registration details are listed with RACQ but excludes those listed on page 23. A Nominated Vehicle, for the purposes of this brochure, also includes any motor vehicle or motor cycle driven by a member where Personal Roadside Assistance is applicable. Personal Roadside Assistance: Members who have purchased upgrades to Ultra Care or RACQ Ultimate 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. The member must be with the vehicle when Roadside Assistance is requested and provided and in some circumstances, may be required to provide proof of identity before Service is provided. Plus Care: An upgrade of Roadside Assistance available above Roadside, that is provided to you in the event that your Nominated Vehicle breaks down, and includes Club Services. RACQ Consultant: A person engaged by RACQ who is empowered to arrange and assist in the provision of the Services. RACQ Contractor: A person engaged by RACQ to provide Services. 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. 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, and includes Club Services. Roadside Assistance: Attendance to a Driver requested where the Nominated Vehicle has suffered a Breakdown. A Member who is in the second year of the free2go Program or who has purchased upgrades to Ultra Care or RACQ Ultimate will receive Roadside Assistance in any registered motor vehicle or motorcycle that has suffered a Breakdown. This is known as Personal Roadside Assistance. Roadworthy: Roadworthy as defined by Queensland Legislation. Running Gear: The Caravan or Trailer s axle and wheel assemblies, springs, draw bars and couplings. Service / s: Any one or more of the Services outlined in this document. All Services are subject to confirmation and validation by RACQ Membership records. Serviced Area: Any area covered by RACQ or an affiliated Australian State Automobile Club or Association, RACQ Contractor, or contractor network which provides Free or commercial 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 by your Nominated Vehicle. Trailers that are not eligible for Roadside Assistance are detailed on page

5 Plus Care Conditions 1. Maximum benefits The value of the benefits provided to you under any option or combination thereof shall not exceed $1100 including GST for any one Breakdown or a combination of Breakdowns occurring per Annum. Plus Care maximum annual benefits of $1100 including GST are doubled for Gold and Gold50 loyalty Members, taking them to $2200 per Annum, however stated limits per individual entitlements are not doubled. Loyalty level benefits are limited to one nominated vehicle per Membership. In all cases Plus Care benefits only apply to the Driver of your Nominated Vehicle and up to four passengers travelling in your Nominated Vehicle at the time of the Breakdown. In all cases, benefits of Plus 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. 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 your 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 48 hours or longer. Nominated Vehicles must be at a place of repair before travel benefits can be arranged. Plus Care benefits do not apply as a result of your Nominated Vehicle needing Service after being involved in an Accident or if it is stolen, irrespective of whether it is insured or not. 3. Emergency Fuel Delivery If your Nominated Vehicle accidentally runs out of fuel, we will provide Free petrol or diesel, up to the maximum annual entitlement of $30. 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. 4. Emergency Locksmith Assistance Where possible, your RACQ Consultant will organise and we will pay up to a maximum annual entitlement of $110 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 $110 per Annum. 5. Taxi If the Nominated Vehicle needs to be towed following a Breakdown, your RACQ Consultant will arrange and we 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 $27. Every attempt will be made to make taxi arrangements as required, however in some cases taxi Services may not be available. 6. Towing Plus Care does not include any expenses incurred in the towing of Nominated Vehicle, including Caravans and Trailers, beyond the specific distance limitations (40km in any direction from the point of Breakdown or up to 100km to RACQ Contractor s Premises). Free towing 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 Free towing to the entitlements of the Reciprocal Club s basic membership option. In this case, you may be required to pay the extra towing up front and seek reimbursement up to your entitled Plus Care towing limits from RACQ when you return to Queensland with the original receipts. 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 Free entitlements, RACQ will pay a maximum annual entitlement of $110 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. 8. Pets Although most transport companies and many accommodation properties will not permit pets, every attempt will be made to assist you in accommodating and transporting your pet. All costs are payable by you. 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 membership application or renewal to Plus Care at any time. The decisions regarding transportation, Recovery and accommodation are at the discretion of your RACQ Consultant. 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 listed in this brochure. Insurance coverage cost and risk are entirely your responsibility in all circumstances and you agree to indemnify the RACQ, any affiliated Australian State Automobile Club or Association, RACQ Contractor or repairer, against any loss, damage or claims. Extra costs for transport from an RACQ Contractor or affiliated Australian State Automobile Club or Association depot, or repairer to motel premises, rental Vehicle depot or other locations will be your responsibility. Plus 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). 8 9

6 Summary Plus Care could save you up to $1100 per Annum in assistance benefits following a Breakdown whether you re travelling locally or further form home. Eligibility Plus 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. Plus Care is available only to Members who provide details of their Queensland driver licence and are permanent residents of Queensland. Who s Covered? Following a Breakdown, Roadside Assistance will be provided to the Driver of the Nominated Vehicle who is a permanent resident of Australia. Membership 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 Plus 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 Plus Care subscription fees; Changing your residential address; and Changing your Nominated Vehicle. 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. Members at the Gold or Gold50 loyalty level, second year free2go Members and Members who have purchased upgrades to Ultra Care or RACQ Ultimate are entitled to Roadside Assistance in any eligible vehicle they drive. The Member (cardholder) entitled to Personal Roadside Assistance must be with the Nominated Vehicle when Roadside Assistance is requested and provided. In some circumstances, production of a current Australian driver licence may be required before Service is provided. Plus Care Local & travel benefits Local Benefits 24-Hour Roadside Assistance Towing after a Breakdown Special Towing after a Breakdown Taxi after towing Legal Representation Emergency Fuel Emergency Message Facility Emergency Locksmith Assistance Rental Vehicle after towing Caravan & Trailer assistance Travel Benefits - Included, up to 100km - up to 40km in any direction - up to 100km to the Attending RACQ Contractor s Premises - RACQ arranges & pays (up to $110 p.a.) - RACQ arranges & pays (up to $27 p.a.) - Member pays (RACQ assists) - RACQ arranges & pays (up to $30 p.a.) - RACQ arranges - RACQ arranges & pays (up to $110 p.a.) - Member pays (RACQ arranges) - RACQ arranges & pays Available when 100km or more from Home and repairs are estimated by RACQ to take longer than 48 hrs Accommodation Rental Vehicle Alternative Passenger Transport Vehicle Recovery Urgent Spare Parts Location Caravan & Trailer travel assistance Accident & Theft Assistance - RACQ arranges & pays (up to 5 nights) - RACQ arranges & pays (up to 5 days) - RACQ arranges & pays - RACQ arranges & pays - Member pays (RACQ arranges) - RACQ arranges & pays (Accommodation & Trailer Hire benefits) - Member pays (RACQ arranges) If RACQ permits two or more benefits to be combined in relation to any one Breakdown, the limits of the individual benefits may be reduced

7 We re here to help you when your car breaks down 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 Free 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, including medical or legal guidance and information, 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 What s more, if you break down more than 100km from Home and RACQ estimates that repairs will take longer than 48 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 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

8 Roadside Assistance The Roadside Assistance entitlements described in this brochure are those available under Plus Care. Additional entitlements may be available to Members who have purchased upgrades to Ultra Care or RACQ Ultimate. For details of these higher levels, please see the respective brochures. 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 Plus Care. Members at the Gold or Gold50 loyalty level, second year free2go Members 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 (cardholder) entitled to Personal Roadside Assistance must be with the vehicle when Service is provided. In some circumstances, production of a current driver licence may be required before Service is provided. Local Benefits for everyday use Mechanical or Electrical Breakdown Roadside Assistance is provided to your Nominated Vehicle, Free from the Attending RACQ Contractor s Premises to the point of Breakdown, up to 100km. 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 Driver s cost, subject to availability. Towing Free towing is provided up to 40km in any direction from the point of Breakdown, or up to 100km to the Attending RACQ Contractor s Premises or Intermediate Location en route. Any towing over this limit will be at the Driver s expense. The entitlement is for one Free tow per Breakdown. Free towing is not available after an Accident or theft of your Nominated Vehicle; however your RACQ Consultant can assist with these arrangements. Special Towing RACQ will arrange and pay up to $110 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 Driver. Special towing entitlements can be used in situations where the weight of the vehicle that requires towing is between 2.5 and 4 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 $27 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 100km 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 $30 per Annum. Lockout RACQ will provide Free Attendance up to 100km from the Attending RACQ Contractor s Premises to open your Nominated Vehicle when the keys are locked inside it. 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 minor damage that may occur. Emergency Locksmith Assistance If the keys to your Nominated Vehicle are lost or damaged, RACQ will arrange and pay up to $110 per Annum for parts and labour required for a replacement ignition / door entry key. Wheel Changing RACQ will provide Free attendance up to 100km from the Attending RACQ Contractor s Premises to replace a faulty tyre / wheel with your Nominated Vehicle s Roadworthy spare

9 Bogged Vehicle RACQ will provide Free attendance up to 100km from the Attending RACQ Contractor s Premises to recover your Nominated Vehicle, where it can be accessed without leaving a Constructed Road / Driveway. RACQ will cover costs up to $110 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 Free Service (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 Free attendance up to 100km from the Attending RACQ Contractor s Premises 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. RACQ Help Line If your Nominated Vehicle cannot be mobilised at the roadside or if it is involved in an Accident, call and an RACQ Consultant can arrange at your request, a tow, a taxi, hire car or accommodation at your cost. 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! Caravans & Trailers If your Nominated Vehicle breaks down while towing a Caravan or Trailer, RACQ will provide Free towing for the Caravan or Trailer under the same towing conditions. Mechanical or Electrical Breakdown RACQ will provide Free minor repairs and / or adjustments to your Caravan or Trailer up to 100km from the Attending RACQ Contractor s Premises. Towing If your Caravan or Trailer suffers a Breakdown, it will be towed up to 40km in any direction from the point of Breakdown, or up to 100km to return to the Attending RACQ Contractor s Premises. In the event your Caravan or Trailer is still mobile, you may wish to have it transported to another location en-route to the RACQ Contractor s premises, such as a nearby tourist park. The entitlement is for one Free tow per Breakdown. 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 Free entitlement applies, any additional cost is borne by the Driver. Special Towing RACQ will arrange and pay up to $110 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 Driver. Emergency Locksmith Assistance If your keys are damaged or lost, RACQ will arrange to pay up to $110 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 five nights, up to $110 per night

10 Plus 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 three days to the value of $100 per day, and up to three nights accommodation to the value of $110 per night, or up to five 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 five consecutive days, to the value of $100 per day while your Nominated Vehicle is repaired. Travel Benefits when you are 100km or more from home 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 48 hours. Benefits are provided to the Member or Driver of Nominated Vehicle who is a permanent resident of Australia. The driver of the Nominated Vehicle may 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. 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. 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

11 Travel Benefits Explained Accommodation 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. 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 Plus 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. This benefit excludes the Recovery of vehicles that exceed 5.5 metres in length, 2.3 metres in width, 2 metres in height and 2.5 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

12 Conditions for Roadside Assistance This section outlines the conditions that must be met for RACQ to provide you with Roadside Assistance 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. 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 vehicles which have been imported second hand, 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 48 hours, where available your RACQ Consultant will arrange and pay for a rental trailer for 24 hours up to the value of $110 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 $110pa 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. Eligible Vehicles All registered motor vehicles and motorcycles are eligible for Roadside Assistance under Plus Care, except for the following: 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 motorcycles 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; Vehicles manufactured prior to 1945; and Others as determined from time to time, details available from RACQ. Please note that Fleet membership options may apply to some of these categories contact for more details. Motorcycles requiring Roadside Assistance may experience delays in some country areas depending on equipment available. 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: Caravans 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; Caravans or trailers exceeding 7 metres (23 feet) in length including drawbar; Unregistered 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

13 Non Serviced or Remote Areas RACQ s ability to provide assistance is governed by the resources available in the area of the Breakdown. Your RACQ Consultant will make every endeavour to assist. In some cases, the 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 27 for more details). Service Deposit If Roadside Assistance is required on your Nominated Vehicle and Membership cannot be verified, then Service will be provided on payment of a Service deposit by the Driver. This deposit may be refunded when Membership 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 in any situation. Free Service While your RACQ Consultant will endeavour to assist you in all circumstances, please be aware that Free Service under Plus 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 receipt of your Plus Care subscription fees, changing your residential address and changing your Nominated Vehicle; Attendance 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; The 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; Attendance by an RACQ Contractor when your Nominated Vehicle is under repair, an RACQ Contractor s premises, motor garage or service station or any other place where repair facilities are available; Service 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 2.5 tonnes GVM loaded or unloaded; Temporary repairs to steering, brakes or other related safety components. In such cases Service will be extended to towing the Vehicle to a place of repair within Free distance limitations. Anything in excess of that distance will be charged to the Driver; Any additional tow or service attendance in connection with the one Breakdown; Bogging 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 Driver

14 Membership fees & reimbursements Membership fees and other fees paid to RACQ and its contractors are not refundable other than for consideration of a Roadside Assistance call reimbursement. No refunds will be given on an unexpired Membership. Reimbursements Where payment is made for Roadside Assistance in excess of or in lieu of Free 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 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 Free Roadside Assistance from RACQ. We will however, provide a Free tow of 10km in any direction to a repairer. Any towing above this Free entitlement must be paid by the Driver. Members are also eligible for Free advice from RACQ s Technical Advisory Service, on or This Service operates from 8.30am to 5.00pm Monday to Friday and from 8.30am to 12.30pm on Saturday. Excessive Calls 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 Free 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 Recovery of Vehicles If your Nominated Vehicle becomes bogged or disabled on a beach or in a bushland area, you are not entitled to Free Roadside Assistance. If you find yourself in this situation, you can still call RACQ on We can refer you to the local RACQ Contractor to discuss your options for Recovery of the vehicle. If you have purchased upgrades to Plus Care, Ultra Care or RACQ Ultimate, some additional benefits may be available and you should discuss this with the RACQ Consultant when you contact us

15 RACQ Ultimate & free2go Members who hold upgrade to RACQ Ultimate will receive a special RACQ Ultimate card, regardless of their current loyalty level. Years of service will still be recognised on this card. In addition, RACQ s youth membership program, free2go, provides members with a uniquely-branded card. Years of loyalty can be accrued throughout the free2go Program. Welcome to our Loyalty Levels What the Levels mean to you There are five separate loyalty levels that recognise the time that you have held membership. Each relates to the number of years where you have held continuous membership and each is represented by a different coloured card. New Members Initial entry to RACQ is at the Blue level. When a Member first begins their relationship with the RACQ, they receive a Blue card, which entitles them to the normal range of benefits. In their fifth year, they will be automatically upgraded to the Bronze level and receive a Bronze card, along with all the corresponding loyalty-based discounts. The longer your membership continues, the greater the rewards. All new memberships are established in a single name so that a personalised membership card can be issued to each member. Progress through the different levels proceeds as long as continuity of membership is maintained. Each additional year of membership is recognised on payment of your membership renewal and benefits increase as you advance to the next level. Upon joining, the spouse of a current Member may be entitled to some or all of the current member s accrued years of loyalty. Members transferring to RACQ from other affiliated Clubs or Associations, either from overseas or interstate, may also have their years of membership credited MS JANE CITIZEN 2011 Blue 0-4 years loyalty Silver years loyalty Gold years loyalty Bronze 5-9 years loyalty Gold years loyalty MS JANE CITIZEN 2011 RACQ Ultimate free2go 28 29

16 Your RACQ Membership Card This will have your16-digit membership card number, your name and the year you joined with RACQ or an affiliated Club. As all Roadside Assistance calls are channelled through our 24-hour assistance centre, you will only need to quote your membership card number or Nominated Vehicle registration details to receive Roadside Assistance on the Nominated Vehicle. You must notify RACQ immediately if your card is lost or stolen. Your unique Membership card number. It gives you access to RACQ Services and is the only number you need to use. You may be asked to quote this number when phoning for assistance. This represents the colour-coded Membership level as detailed previously MS JANE CITIZEN 2011 Keep it in your pocket You do not need to keep your membership card with the Nominated Vehicle as you may not need to produce your card to receive Service. You can keep it with you, in your wallet or purse. This is for your benefit as the RACQ provides a varied range of motoring and non-motoring Services where you can receive discounts and savings. If you would like to keep some documentation with the Nominated Vehicle, simply place the top section of the membership renewal notice containing your vehicle details only in your glovebox. Please note that Members of Gold or Gold50 loyalty, free2go (second year) Members or Members with current subscriptions to Ultra Care or RACQ Ultimate, may be required to produce their membership card or driver licence to receive Service when not in the Nominated Vehicle. Each card is personalised and shows only one name. Hearing impaired members can SMS either of these numbers to receive roadside assistance 24-hours Australia wide. This acknowledges your number of continuous years of membership. Roadside Assistance Australia-wide Club and Insurance Services Road Conditions SMS roadside assistance for hearing impaired members Metro Regional Australian Show Your Card & Save logo used to obtain discounts at participating outlets throughout Australia. Visit our website at racq.com for the latest discounts. 24-hour Services including membership enquiries insurance claims, travel information and more. Access to 24-hour Roadside Assistance around Australia. RACQ Ultimate card holders have an exclusive priority number. racq.com CLUB CODE hours every day 24-hour recorded road condition reports. The magnetic stripe and barcode contain your membership details and may be used as identification when accessing services. Visit RACQ s website for the latest information. International Show Your Card & Save logo used to obtain discounts at participating outlets throughout Europe, USA and Canada. Reciprocal Roadside Assistance and membership facilities with motoring organisations across the country and around the world can be accessed by showing your RACQ card with the FIA logo

17 For Members with more than one Nominated Vehicle If you have more than one vehicle nominated with your Membership in a single name, you will receive only one card. However, any Driver of your Nominated Vehicle(s) will be able to access Roadside Assistance once RACQ has verified vehicle and membership details when the call for assistance is received. In addition, a separate renewal notice will be issued for each Nominated Vehicle. So if you wish, you may keep the membership section of the notice in your glovebox, as this contains details of each Nominated Vehicle. Alternatively, you may choose to have one or more of those additional vehicles recorded in other Drivers names. A separate membership will then be created for each Driver and personalised membership cards issued. These new memberships will be subject to renewal each year at the prevailing fee. To find out more or to make any changes to your Membership, visit any RACQ store or call How long is the card valid? Your membership is renewed annually when you have paid the applicable membership fee. However, the plastic card itself should be durable for at least 3 years. A replacement card will be issued: If you lose or damage the card; If you change your name; and When you advance to the next loyalty level, the appropriate new card will be issued to you on your renewal anniversary. Show Your Card & Save You can save money on hundreds of products and services simply by showing your membership card at participating retailers throughout Queensland, interstate and overseas wherever your see the Show Your Card & Save symbol. You can save on entertainment, auto, travel and retail items. The savings you make may even be more that the cost of your annual fee! For more information about where you can save, visit racq.com/save National Discounts While holidaying or travelling around Australia, you can also take advantage of discounts in every state. Each affiliated motoring Club or Association has its own partners offering discounts to all motoring Club members, including RACQ members. Show your membership card at participating outlets or pre-purchase discounted tickets before you leave from any RACQ store. If you re already interstate, you can also pre-purchase discounted tickets from any affiliated motoring Club store. Affiliated Clubs and their websites are listed on the RACQ website at racq.com International Discounts Show Your Card & Save has more than 150,000 participating partner locations worldwide. If you are travelling to the USA, Canada, Mexico, Europe, South Korea, South Africa or Japan, your RACQ Membership card will unlock a world of benefits. Visit sycs.com.au for a full list of discounts available internationally

18 Loyalty Levels & Benefits RACQ has always valued and appreciated the support of its loyal members. We are pleased to offer a program that actively acknowledges and rewards your ongoing association with the Club. Please take a few moments to examine the wide range of extra benefits that are available to you. This summary shows some of the benefits applicable under our loyalty program. Blue 0-4 Years Bronze 5-9 Years Silver Years Gold Years Gold Years RACQ Ultimate * % discount 25% discount Plus Care/Ultra Care * - 5% discount 7.5% discount 25% discount. Maximum annual $ benefit doubled Roadside Membership nd tow Free. Personal road Service 50% discount. Maximum annual $ benefit doubled 50% off first Vehicle. 2nd tow Free. Personal road Service Home, Contents & Boat Insurance ** 2.5% discount 7.5% discount 10% discount 12.5% discount 17.5% discount Car & Caravan Insurance ** 2.5% discount 5% discount 10% discount 12.5% discount. Motor protected Rate 1 no claim discount. Free car hire after an event 15% discount Motor protected Rate 1 no claim discount. Free car hire after an event CTP Insurance # $10 discount off Roadside $10 discount off Roadside $10 discount off Roadside $10 discount off Roadside $10 discount off Roadside Personal Loans 1% p.a. discount on interest rates ~ 1% p.a. discount on interest rates ~ 1% p.a. discount on interest rates ~ 1% p.a. discount on interest rates ~ 1% p.a. discount on interest rates ~ Vehicle Inspection Member Rates 5% discount 7.5% discount 10% discount 10% discount Theme Parks & Attractions Discounted tickets Discounted tickets Discounted tickets Discounted tickets Discounted tickets RACQ Shop Up to 30% discount Up to 30% discount Up to 30% discount Up to 30% discount Up to 30% discount Show Your Card & Save Various benefits & discounts Various benefits & discounts Various benefits and discounts Various benefits and discounts Various benefits and discounts Child Restraints RACQ Auto Glass Discounted child restraints and accessories Member Rates 25% discount on windscreen repairs & replacements for Ultimate Members Discounted child restraints and accessories Member Rates 25% discount on windscreen repairs & replacements for Ultimate Members Discounted child restraints and accessories Member Rates 25% discount on windscreen repairs & replacements for Ultimate Members Discounted child restraints and accessories Member Rates 25% discount on windscreen repairs & replacements for Ultimate Members Discounted child restraints and accessories Member Rates 25% discount on windscreen repairs & replacements for Ultimate Members * Plus Care, Ultra Care and RACQ Ultimate discounts apply to only one Nominated Vehicle per Membership. These discounts apply to the upgrade only, not the base entitlements. ** Insurance benefits do not apply to Compulsory Third Party Unique Vehicle Motor Insurance or Body Corporate (Home Unit) Insurance. Conditions apply for Rating 1 No claim discount protection. # Conditions apply. Please refer to the RACQ CTP Insurance brochure. ~ Discount is calculated on level attained at time of making application. Member discount does not apply to the New Car Special rate. Loyalty benefits do not apply to Business or Fleet Membership classes or Memberships in a business name. All conditions are subject to change without notice. Conditions of use are governed by the constitution of The Royal Automobile Club of Queensland Limited, RACQ s Roadside Assistance Regulations as defined within this document, and any other conditions relevant to individual Services and their subsequent updates

19 RACQ s loyalty levels and associated benefits are based on the number of years of continuous membership. Requests for variation of these years must be supported by appropriate documentation. Please see below for more details on the discounts outlined in the benefits table: RACQ Ultimate A discount is given when purchasing, upgrading or renewing RACQ Ultimate subscriptions for Members at the Gold and Gold50 loyalty level. Plus Care & Ultra Care A discount is given when purchasing, upgrading or renewing Plus Care or Ultra Care upgrade for members of the Bronze, Silver, Gold and Gold50 loyalty levels. In addition, the maximum annual entitlements are doubled for members at the Gold and Gold50 loyalty levels who hold upgrades to Plus Care and Ultra Care, limited to one Nominated Vehicle per Membership. Personal Roadside Assistance Members at the Gold and Gold50 loyalty level are entitled to Personal Roadside Assistance benefits, provided you present your Membership card to the attending RACQ Contractor. This means that no matter what car you are driving, we will provide you with 24-hour roadside assistance. As usual, your Nominated Vehicle remains covered, so anyone driving it can also call for Roadside Assistance following a Breakdown. Second Tow Free For members at the Gold and Gold50 loyalty levels, if your Nominated Vehicle requires towing and your chosen repairer is not available (e.g. after hours), we will tow the vehicle to your Home or to a holding yard, within distance limitations. On the next working day we will arrange a second tow, Free of charge up to 10km to your repairer. Compulsory Third Party Insurance If you hold CTP (Compulsory Third Party) Insurance with RACQ Insurance you could save $10 on your annual Roadside fee. For conditions and more information, call or refer to the RACQ CTP Insurance brochure. RACQ Insurance Discounts RACQ Insurance greatly appreciates the value of the long-standing relationship the RACQ has with members and is doing their best to make their already competitive insurance premiums even better for you. RACQ Insurance provides a range of premium discounts to customers who are members. Depending on how long you ve been a member the discounts can range from 2.5% to 17.5%. For full details, contact your local RACQ store. Insurance Pay by the Month RACQ Insurance can help cut your annual insurance premium into smaller, more manageable monthly payments, helping you spread the cost of your insurance over a whole year. Some additional fees and conditions apply to Pay by the Month, so please contact us on and ask for more details. Insurance Conditions Discounts cannot be applied retrospectively or mid term to existing policies. Discount offers apply to all RACQ Insurance policies except Compulsory Third Party Unique Vehicle Motor Insurance or Body Corporate (Home Unit) Insurance. Members at the Gold and Gold50 loyalty levels receive Free Rating 1 No claim discount protection for one claim (that would otherwise affect the rating) on Comprehensive Motor insurance for privately used sedans, coupes, station wagons, utilities and panel vans under 2.5 tonnes carrying capacity where the nominated most frequent Driver is aged 25 or older and provided a nonremovable Driver excess does not apply. When these insurance discounts apply, they may apply to an already discounted premium. Any additional premium imposed to reduce an excess will be applied after the Membership level discount has been deducted. The policy must be in the name of the eligible Member and/or the Member s spouse residing at the same address. The maximum loyalty level discount applicable to each insured risk is as specified in the benefits table on pages 34-35, i.e. discounts cannot be accumulated if more than one qualifying Member is named on the policy. The discount is available to private Members and their spouse and is subject to Membership remaining current. Membership must have been continuous for the qualifying number of years at the time of policy renewal or when a new policy is taken out. These offers are subject to change without notice

20 Personal Services RACQ offers a range of personal services to help improve your lifestyle. Loans RACQ Finance offers competitive rates on car loans and personal loans for debt consolidation, home improvements, boats, holidays and any other worthwhile purpose. Special discounted interest rates are available to all members. We have a fast approval service and there are no monthly fees. We can even pre-approve your loan, giving you bargaining power when you go shopping. In other words, if you find it, you can buy it. Call us today on or visit racq.com/loan Credit provided by R.A.C.V. Finance Limited, ABN Retail Items RACQ offers a wide range of retail products to make motoring and travelling a lot easier and stress free. Our retail products include touring maps & street directories, travel and motoring books and guides, travel products, batteries and battery chargers and general motoring products. Great Member discounts apply on all retail products, available from RACQ stores or online at racq.com/shop Child Restraints RACQ stocks a comprehensive range of quality child restraints and accessories. These are available to Members at discounted prices, including a complimentary installation when you purchase your restraint through RACQ. We provide advice in assisting you to select the most appropriate restraint for your child and its fitting. For a small fee, RACQ also offers a child restraints installation service for child restraints purchased outside of RACQ. Installations are conducted at selected locations across Queensland. For more information and facts on Child Restraints visit racq.com/childseats or contact or To view our product range visit racq.com/shop The Road Ahead A copy of each issue of The Road Ahead magazine can be delivered Free to your Home every two months. The magazine provides you with information on a wide range of motoring and leisure topics, and other news designed to help you take full advantage of the convenience and savings of your Membership. Travelling From road condition reports to holiday ideas and special rates for Members, with RACQ you have all the tools to help you plan your next trip! RACQ Travel & Cruising Before you book your next holiday, see RACQ Travel & Cruising. We can help you plan and book your holiday to anywhere in Australia or around the world. From booking a cruise to a fly-drive package, airfares or even a rail holiday, RACQ Consultants will provide you with all the necessary information and Services to make a truly memorable holiday. You can also book any of our exciting RACQ escorted tours - designed just for members. RACQ Travel & Cruising offer competitive rates, so contact us today on to arrange your next holiday, or visit us at racq.com/travel International Driving Permits When travelling overseas you may be required to obtain an International Driving Permit (IDP) to drive a motor vehicle. RACQ is the sole issuing authority in Queensland for IDPs. Licensed Australian motorists are eligible to apply for an IDP and most rental vehicle companies will require drivers to have one. For more information or to apply for an IDP visit your local RACQ store or download an application form from racq.com and post it in. National and International Reciprocal Services Reciprocal Service with other Automobile Clubs and Associations enables us to extend Roadside Assistance when you travel around Australia. Entitlements will vary from state to state. Just by being a Member, you could save while travelling overseas on a range of entertainment, dining, accommodation and retail items. To find out more, contact your local RACQ store before you travel, or visit the section on international motoring on our website racq.com/motoring 38 39

21 Accommodation Bookings, Maps and Guides Let RACQ help you find your next holiday accommodation. You can book online at racq.com or for personalised service contact For a huge range of Free touring maps and guides see your local RACQ store. Trip Planner When planning your next trip within Australia, visit RACQ s online Trip Planner at racq.com/tripplanner This great tool offers the ability to view and print driving instructions for your trip, discover things to see and do, places to stay and town facts, as well as obtain important road reporting information. Car and Campervan Hire RACQ Members receive great discounts on car and campervan hire throughout Australia. For more details, contact RACQ Travel Service on Car Storage Going away? We cater for all your car storage needs in a dedicated motor Vehicle facility. RACQ Consultants provide the very best care and safe handling for your Vehicle, from drop off through to collection. Airport and Portside Cruise Parking Members receive a 10% discount on rates for secure parking conveniently located within minutes of Brisbane s Domestic and International Airports at Andrew s Airport Parking. Free shuttles operate regularly to all airport terminals and the Portside Wharf Cruise terminal. Andrew s Airport Parking is open 24 hours a day, 7 days a week and includes both undercover and outdoor parking in a safe and secure complex. To reserve your airport parking space at the discounted rate you must book online at racq.com or phone Andrew s Airport Parking on for more information. Home The name you know and trust on the road can also be there for you at home. Whether you need roadside assistance in your driveway or insurance for your home and contents - we re here to help you 24 hours every day. Home and Contents Insurance RACQ Household Insurance is designed to provide you with comprehensive and competitive cover for your home and contents. Whether you want insurance for Accidental damage, special items at home and around Australia or New Zealand, or you d like to insure your pets for sickness and/or injury, with RACQ Insurance you can choose the cover you need. Our household insurance can also provide you with Emergency Home Assist - 24-hour assistance for any household emergency, including burst water pipes or broken freezers to a full-blown crisis. Combined with our Speedy Claims Service, help is just one phone call away. RACQ Help Line Pet Cover RACQ Insurance now offers you the choice to cover your pet dog or cat on your contents policy protecting your property and family in more ways than one. RACQ Insurance Pet Cover provides for up to $500 in veterinary fees for any one injury and/ or illness suffered by your dog or cat. So if your dog or cat is between six weeks and 10 years old, give us a call on to find out more. Members can call the RACQ Help Line day or night for initial advice on emergency home repairs and referral to local tradespeople, like plumbers and electricians. We can also offer you medical advice and locations of the nearest medical facilities and pharmacies, wherever you are in Australia. Call for emergency assistance. Please note that the advisory Services of the RACQ Help Line are Free, any referred external Services are to be paid by the Member

22 Cars & Motoring You know RACQ for 24-hour roadside assistance. We also offer a range of Services to help you with your vehicle, whether it s maintaining, buying, selling, insuring or just looking. If you don t own a car yet, pick up a copy of our Car Buyer s Guide from your local RACQ store for some helpful advice. Motor Insurance RACQ offers motor insurance policies to suit most people and most vehicles. We can help whether it s a car, caravan, trailer, motorcycle, unique, classic, vintage or veteran vehicle. Our comprehensive and unique vehicle insurance also comes with Aussie Assist, a 24-hour emergency medical and travel assistance package for when you are 100km or more from home, at no extra cost. Ask us for a competitive quote or find out more on our website at racq.com/insurance Vehicle Inspections Our skilled Vehicle Inspectors can provide unbiased and authoritative reports for motor vehicles before you buy, sell, travel or before your vehicle warranty expires. Inspection costs vary depending on the make of vehicle and the type of inspection, but finding a hidden fault could save you the cost of an expensive repair bill. Discounts are also available for Members at the Blue, Bronze, Silver, Gold and Gold50 loyalty levels, or for the second and subsequent inspections carried out within one month of your first visit. To find out more visit racq.com/inspections Technical Advisory Service Members can ask our Technical Advisors anything about cars or 4WDs specifications, performance, regulations and repair costs. For vehicle information or advice, you can contact our Technical Advisory Service on or (for callers outside Brisbane). No matter what the subject, we re here to help. Approved Repairers The Club has appointed a network of RACQ Approved Repairers who carry our recommendation. They include mechanical and auto-electrical repairers around the state who agree to abide by the RACQ s own Workshop Code of Practice and personal commitment to Service. They also accept that RACQ will assist to resolve any dispute relative to the repair, if you are not happy. Selected Repairers If you are making a claim for Accident damage to your vehicle, RACQ Insurance can recommend a network of repairers that are chosen for prompt performance and quality workmanship. RACQ Insurance Selected Repairers agree to abide by our personal commitment to service. And if you re claiming on an RACQ Motor Insurance policy, one quote from an RACQ Insurance Selected Repairer is all you need. For guaranteed repairs, look for the selected repairer sign. A directory of our Selected Repairers is also available from any of our stores or by phoning RACQ Auto Glass RACQ Auto Glass is a competitively priced glass repair and replacement Service. We can come to you wherever you are at work, home or out and about. RACQ s repair before replace policy means that we will check whether the damaged windscreen can be repaired without the need for replacement, saving you from replacing your windscreen unnecessarily. Members can access discounted rates on all glass repairs and replacement Services. Call for more details or to make a booking. You can also book online at racq.com Traffic and Safety The Traffic and Safety Department offers advice and assistance to members on issues concerning road safety, traffic engineering, hazard investigations, road rules, transport planning and driver management. These technical specialists help make the Club an effective advocate by conducting research, producing educational material and preparing submissions on safe and efficient travel. For more information phone Legal Advisory The Legal Advisory Department can offer helpful advice relating to the use and ownership of a motor vehicle including insurance, repairs and the traffic laws. For more information phone or

23 Driver Education Driving is a complex task! No matter how many years experience a driver has had behind the wheel, it is important to keep pace with current trends in road safety and road user obligations. Using world class technology for coaching and assessing drivers, RACQ Driver Education offers a broad range of programs for business and fleet owners wishing to refresh and improve their employees driving skills, knowledge and behaviours. The Driver Education team also offer a range of tailored industry specific programs including a fleet risk assessment service, to enable the selection of the most appropriate overall risk mitigation strategies, for specific business operations. The RACQ Driver Education team also administer the RACQ Approved Driving Schools Scheme, offer a driver rehabilitation Service, facilitate Years Ahead refresher drives, conduct post-licence driver assessments, driver education programs and towing programs for private motorists. For more information phone or or visit racq.com/drivered Entertainment RACQ Members received discounted tickets for a wide range of entertainment venues Australia-wide. Pre-purchase your tickets at any RACQ store or visit racq.com/entertainment Theme Parks You ll save on tickets to many popular theme parks and attractions just by pre-purchasing your tickets through an RACQ store. For full details on the savings you ll make, or to purchase online, visit racq.com/tickets Other Membership Options RACQ has a variety of different membership types available that may suit your individual needs. Absentee This option is only available to current members who will be temporarily overseas. The membership is suspended during the absence and can be renewed upon return. Membership years will be maintained to ensure continuing loyalty benefits, although the period of absence does not contribute to the total years of membership. For more information and full conditions that apply to Absentee Membership, contact us on Lifestyle This option provides Members with general Club Services, but no roadside assistance. Lifestyle is available if you do not own a vehicle or do not need or want roadside assistance. Lifestyle Members will accrue years of service and benefits provided under the Loyalty Benefits Scheme. Please note that this membership does not entitle you to receive voting rights. Associate Motoring This option provides the same entitlements as Lifestyle, but is designed for current Members who have a Nominated Vehicle serviced by a manufacturer s roadside assistance program affiliated with RACQ. Please note that members will not receive roadside assistance or voting rights. To confirm if you are eligible for this option, contact us on Movie Tickets Members can purchase cheap and discounted movie tickets and Gold Class tickets for Event Cinemas and Birch Carroll & Coyle Cinemas. Event Cinemas and Birch Carroll & Coyle Cinemas can be found across Australia and show all the latest blockbusters together with the best quality films. In addition, many cinema locations offer special experiences including Gold Class, Vmax, digital 3D presentations and more. Movie tickets can be purchased by members as the perfect gift or just for you! To take advantage of the special member prices, you must prepurchase your tickets at an RACQ store

24 Business & Fleet RACQ has a range of options to suit the roadside assistance needs of your business, regardless of the number of vehicles. For full details, conditions and to see which option is right for you, visit racq.com/business Ultra Care Ultra Care provides you with a greater level of benefits than Plus Care, and includes benefits to the total value of $3300 per year. This option also provides you with Personal Roadside Assistance which means that you, as the member, can receive assistance following a Breakdown in any vehicle that you are driving. In addition, any Driver of your Nominated Vehicle will also receive assistance. Limits and conditions apply, so for more details please see the Ultra Care brochure. RACQ Ultimate RACQ Ultimate is RACQ s most comprehensive option, providing you with benefits up to $7000 per year. Like Ultra Care, members will also receive Personal Roadside Assistance. What s more, to ensure that you are never caught without Roadside Assistance, RACQ has introduced an annual direct debit renewal payment, exclusively for Members with a current subscription to RACQ Ultimate. To find out more about this convenient benefit, visit racq.com/ultimate free2go free2go provides Free and discounted Membership to Queensland s youngest motorists, along with other exclusive benefits, discounts and competitions. For more information, visit one of our stores or RACQ Annual Report As a Member you are entitled to receive a copy of the RACQ Annual Report Free of charge each year. To help us reduce the impact on the environment and printing costs, the Annual Report is made available on our website in the About Us corporate information section. If you would like to receive an link or a paper copy of the RACQ Annual Report each year, please tick the appropriate box below and record your name, address, date of birth and RACQ Membership card number in the space provided. This page can then be removed from the booklet and sent to the address below. Please note that no postage stamp is required. RACQ Annual Report Reply Paid 4 SPRINGWOOD QLD 4127 You do not need to send in this notice if you do not want to receive copies of the RACQ Annual Report. The Report will still be available for review at any time online. Name: Please send me an link to future copies of the RACQ Annual Report at the following address: Please send me a paper copy of future RACQ Annual Reports. Address: Date of birth: RACQ Membership card number:

25 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. You may breach your insurer s policy conditions if you have a windscreen replaced without their prior approval. If you are insured with RACQ Insurance, contact your local RACQ store or phone the RACQ Claims centre on for assistance. RACQ Insurance Claim If you re insured with RACQ Insurance and you need to make a claim or arrange an Accident tow, our Claims centre is available 24 hours every day, seven days a week on Claim forms are also available from any RACQ store or RACQ Insurance Selected Repairer. Insurance products are issued by RACQ Insurance Limited ABN Contact our stores, agencies or phone to obtain a copy of the relevant Product Disclosure Statement. Please read the Product Disclosure Statement before you make any decision regarding this product