Audicare Roadside Assistance offers reliable and secure roadside assistance 24 hours a day, 365 days a year. To access Audicare Roadside Assistance, simply call us on 1800 818 833. Please have the following information ready when you call:
- Your name and telephone number
- Your breakdown location (stating the nearest cross street where possible)
- Your vehicle registration number or Vehicle Identification Number (VIN)
- A description of the problem.
Who is the Roadside Assistance Provider?
Audicare Roadside Assistance is provided for 5 years (for vehicles sold on or after January 1 2024). Roadside Assistance under your Audicare Roadside Assistance membership is provided by 365 Assistance Pty Ltd ABN 59 160 076 200 trading as ‘365 Assistance’ (‘365’). Whenever you request roadside vehicle assistance under your membership, you will be making that request to 365 Assistance, who will provide the services on the terms and conditions set out below. The terms and conditions contain exclusions and limitations. A reference to ‘we’, ‘us’ or ‘our’ in these terms and conditions is to 365 Assistance.
Eligibility criteria
In order to be eligible for Audicare Roadside Assistance membership, your vehicle must be a roadworthy well-maintained vehicle. If your vehicle is not a roadworthy well-maintained vehicle, we may still arrange a roadside assistance provider to service your callout but we will inform you of the cost that will be charged to provide you with assistance. This cost will be your responsibility.
When will your Audicare Roadside Assistance membership start?
Your Audicare Roadside Assistance commences from the New Vehicle Warranty Start Date.
Please stay with your vehicle
Once a roadside service provider has been called, it is important that you remain with your vehicle if it is safe to do so. Should we arrive at the scene of the breakdown and the vehicle is unattended, we will be unable to a carry out any work and payment may be required for any subsequent callouts to assist with the same incident. If you require assistance and have to leave your vehicle for safety reasons, please advise the customer service assistant at the time of the initial call.
Tele-assist
Once our customer service assistant receives your call, we will provide general advice about the operation of your vehicle. If your vehicle is immobilised, we will provide an over the phone diagnosis (where possible) to get your vehicle mobilised.
Roadside assistance
If our customer service assistant is unable to get your vehicle mobilised over the telephone, we will dispatch a service provider to assist in the following ways:
Exclusions and limitations
We provide general roadside assistance. We will not be responsible for the cost of any parts or components for the roadside repair of the vehicle, other than minor breakdown repairs. Please note:
1. We will not be responsible or liable for any additional or increased costs and expenses incurred as a result of the vehicle being outside a service area.
2. Subject to the statutory consumer guarantees and remedies available to you under the Australian Consumer Law and except to the extent caused by our negligence or our agents or service providers, we are not required to provide the roadside assistance services and will not be responsible or liable for any costs and expenses (or any increased costs or expenses) incurred in connection with or as a result of:
a) the vehicle not being registered on our roadside assistance system where membership data is stored;
b) the vehicle being unregistered;
c) the vehicle being unattended;
d) the vehicle being involved or connected to any form of motor sports (including driving on a racetrack or competing in organised road or off- road rallies);
e) vehicle abuse or neglect by you (as reasonably determined by us or Volkswagen);
f) you failing to use reasonable care with the vehicle;
g) failure by you to conduct regular preventative vehicle maintenance or provision of inappropriate repair or maintenance to the vehicle;
h) repeated service calls due to member related faults;
i) failure by you to comply with any instructions or directions provided with or attached to the vehicle;
j) accident damage, any damage arising from or caused by an impact or collision or accidental damage of any nature, any attempted or successful theft or break-in of the vehicle (but excluding the provision of and cost of providing any accident-related services which we agree to arrange or provide);
k) failure by you to comply with instructions reasonably provided by us, our agents or service providers;
l) failure by you to comply with any applicable road laws or regulations;
o) vehicles over 3.5 tonne GVM
3. Where we incur costs under item 2 above, you will be responsible for the cost and must make payment in the amount and manner as advised by us. Additionally, if any of those events result in more than 3 callouts per year, we will be entitled to suspend your membership by giving you 30 days prior written notice with an explanation of the decision.
4. Services provided by us are also subject to:
- Resources being reasonably available in the vicinity of the breakdown or problem;
- Any circumstance reasonably considered to be beyond our control (including but not limited to poor weather conditions such as heavy rain, cyclonic conditions, snow fall and flooding, as well as war, strikes, civil Commotion, unexpected traffic conditions and telecommunication failures);
- Areas being trafficable by a two wheel drive recovery vehicle;
- Vehicle accident or traffic congestion;
- Restricted access area requirements.
5. We have no obligation to pay for costs incurred in service calls where your vehicle is immobile in a workshop undergoing repairs, or undergoing mechanical or electrical repairs at your premises. We are not responsible or liable for any costs arising from work carried out by an authorised repairer, and all repairs and costs for repairs undertaken by the repairer are your responsibility.
Transfer of membership
Your membership is fully transferable to the new owner of the vehicle at any time during the membership period. Please contact us on 1800 818 833.
Australian Consumer Law
Despite anything contained in these terms and conditions, the Australian Consumer Law (ACL) gives you statutory rights including guarantees and remedies that cannot be excluded or modified by these terms and conditions. The ACL guarantees and remedies include (depending on the type of failure, fault, or defect and whether major or minor) repair or replacement, a refund, compensation for reasonably foreseeable loss or damage, or a resupply of services if the goods or services do not meet the standards required by the ACL.
Privacy
365 Privacy Policy explains how it deals with your personal information in order to provide you with roadside assistance and is available https://www.365roadsideassistance.com.au/privacy-policy/
Audi’s Privacy Policy explains how Audi deals with your personal information and is available https://www.audi.com.au/au/web/en/privacy-policy.html
Definitions
In these terms and conditions, the following words have the following meanings:
accident: a vehicle damaged by impact or collision of any nature, or by attempted or successful theft or break in to the vehicle.
authorised repairer: an Audi dealership, a servicing dealer or a repairer that has been authorised and approved by Audi to undertake workshop repairs to the vehicle. We are not responsible for any costs for work carried out by an authorised repairer and all repairs and costs are your responsibility.
breakdown: mechanical or electrical fault which has caused the vehicle to be immobilised or become unsafe to drive (whether in transit or otherwise). Breakdown can also include a flat tyre, flat or faulty battery, a vehicle which has run out of fuel or keys which have been locked in the vehicle or lost.
callout: roadside assistance provided by our customer service assistant over the telephone or by us or a service provider at or from the breakdown location.
home: your home or business address as registered on our roadside assistance system.
minor breakdown repairs: minor repairs of an immobilised vehicle (including components) to facilitate the immediate mobilisation of the vehicle. It does not include workshop repairs which may require diagnostic equipment or parts or repairs and does not include servicing of vehicles.
mobile or mobilised: means moving or capable of moving using the vehicle’s own power and as intended by the manufacturer when operating normally and not in need of assistance.
“Immobile” and “immobilised” have the corresponding meaning.
restricted access area: an area that is protected by security and/or other systems designed to prevent access by unauthorised people and includes areas that we do not have permission to enter (including but not limited to airports, sporting venues, protests, airports, and concerts).
roadworthy well maintained vehicle: maintained vehicle that is mechanically sound and otherwise fit to be operated and driven on Australian roads. The vehicle will comply with the minimum safety and other standards required by Australian road safety and transport laws and regulations and also be maintained and serviced by qualified personnel to the vehicle manufacturer’s recommended standards and specifications set out in the vehicle service booklet and instruction manual.
service area: includes all States and Territories within Australia (but specifically excludes Christmas Island, Cocos (Keeling) Island, Norfolk Island and Lord Howe Island).
service provider: a mobile mechanic, tow truck operator or other roadside assistance provider nominated by us.
serviceable spare: a wheel and tyre that is ready and able to be fitted to mobilise your vehicle after changing a flat tyre.
vehicle: your nominated vehicle registered on our roadside assistance system.
Audi: Volkswagen Group Australia Pty Ltd (ABN 14 093 117 876) trading as “Audi Australia”, Level 7, 895 South Dowling Street, Zetland NSW 2017
we or us or our: 365 Assistance, our employees, agents, contractors, and related companies.
you or your: the Audicare Roadside Assistance member
Updated: 1st January 2024