In order to be eligible for Roadside Assistance your vehicle must be a Roadworthy Well Maintained Vehicle. If your vehicle is not a Roadworthy Well Maintained Vehicle, our service provider may still attend to your call, but they will inform you as to how much it will cost to provide assistance. This cost will be your responsibility.
TELE - ASSIST
Once our customer service assistant receives your call on our toll free number, we will provide general advice about the operation of your motor Vehicle. If your Vehicle is immobilised, we will provide an over the phone diagnosis (where possible) to get your Vehicle mobilised.
If our customer service assistant is unable to get your Vehicle mobilised over the telephone, we will dispatch a roadside assistance service provider who will arrange Emergency Mechanical Repairs. You must wait with your Vehicle once you have contacted us for assistance. If your Vehicle is unattended, assistance cannot be provided and you may have to pay for subsequent call outs for the same incident.
As a guide, we have outlined some of the more common problems that customers face with details of the services that we provide for these problems.
• Flat or Faulty Batteries
We will jump-start your flat battery or co-ordinate a battery replacement where necessary. Infiniti always recommends replacement by an authorised Infiniti Retail Centre but where this is not possible, one may be supplied roadside under the terms of your new car warranty.
• Emergency Fuel – Petrol/Diesel
We will provide sufficient fuel for the driver to reach the nearest available re-fuelling facility. In the case of LPG fuelled Vehicles, we will tow your Vehicle to the nearest re-fuelling facility.
We will not provide a re-fuel where the incorrect type of fuel or where contaminated fuel has been added to the fuel tank, leading to the Breakdown. We can co-ordinate assistance in these circumstances, however this cost will be your responsibility.
• Flat Tyres/Damaged Wheel
We will either:
(a) change a flat tyre using your Vehicle’s Serviceable Spare;
(b) transport your Vehicle to an authorised Infiniti Retail Centre or approved tyre outlet if necessary.
All additional services required after your Vehicle’s Serviceable Spare has been used, will incur costs to the customer.
Please ensure that if locking wheel nuts are fitted to you Vehicle, the key is available as this will hinder our ability to assist you. If you do not have the key, we may have to tow your Vehicle for which you will be cost responsible.
• Replacement of Lost Keys/Emergency
If the keys to your Vehicle have been locked in your Vehicle or lost, we will (subject to proof of ownership being shown) provide emergency assistance that is reasonable in the circumstances including but not limited to:
(a) locating and delivering a spare key; or
(b) arranging for you to retrieve a spare key
Where there is no other alternative but to gain access, we will only attempt to gain access after obtaining written consent from you. We will not be responsible for any damage caused in order to access your Vehicle.
A limit of $150.00 (inc GST) applies to this benefit. All additional costs are your responsibility.
Where your Vehicle cannot be mobilised at the Breakdown location, it will be transported to the nearest authorised Infiniti Retail Centre or repairer authorised by Infiniti.
If the breakdown occurs after hours, we will arrange for the vehicle to be stored in a secure facility and delivered the next business day.
If the vehicle is located outside a capital city or major regional town we may use a road transport company to transport the vehicle.
You will be responsible for any repair costs.
If the nearest Infiniti Retail Centre is not your preferred centre, we will extend your entitlement by up to 75kms to get you to your preferred Infiniti Retail Centre. This extension will only be given to travel to an authorised Infiniti Retail Centre.
In the event the vehicle has been fitted with a body that requires heavy haulage towing due to height, width or length, we will coordinate towing for that vehicle. All costs are the responsibility of the customer.
All Accident towing and alternative transport costs are your responsibility. (Note that these costs, subject to payment of any excess, may be recoverable from your insurance company under an appropriate insurance policy).
Emergency medical advice and referral is available to you and any direct family members travelling with you.
In fact, we offer direct family members staying at Home the same medical advice 24 hours a day that you are entitled to receive.
EMERGENCY MESSAGE RELAY
As a result of Breakdown or Accident, we will relay urgent messages to your family, friends or business associates likely to be affected or concerned by the disruption or delay.
If your Vehicle is immobilised due to a Breakdown, we will provide one taxi ride to the value of $200.00 (inc GST) to enable you to continue to the nearest town or within the same city. Any amount charged in excess of this limit will be your responsibility. Where possible we will attempt to procure a business class taxi for you to travel in.
In certain circumstances, we will arrange limited legal advice in relation to vehicle accident and servicing matters by phone to our customers. This advice will be conducted confidentially by telephone and will not include personal interviews, written briefs or written advice.
We will provide the following emergency benefits where your Vehicle has been immobilised due to a Breakdown more than 100kms by road from your Home and cannot be repaired on the same day.
• Emergency Accommodation
If you decide to stay with your Vehicle while it is being repaired, we will provide emergency accommodation for up to three nights to a maximum value of $150.00 (inc. GST) per night. We may extend this benefit for up to two extra nights if your Vehicle has not been repaired and you wish to stay with your Vehicle rather than continue your journey.
• Emergency Rental Vehicle
In addition to the first three nights’ emergency accommodation, we will provide a rental vehicle for up to three days with a limit of $150.00 (inc. GST) per day.
All rental vehicle running costs are your responsibility. In the event that the rental vehicle is involved in an Accident, the Accident excess is also your responsibility.
If the driver’s license, history or age will not allow the rental company to provide a hire car, the provision of alternative transport in lieu of rental car will be at our discretion to the same maximum comparable hire car cost. If a rental bond cannot be provided by the driver at the time of securing the rental vehicle, provision of the rental vehicle will be at the discretion of the rental company. We will not provide the rental bond, but may at our discretion provide alternative transport in lieu of the rental vehicle car to the same maximum value.
ALTERNATIVE TRAVEL ASSISTANCE
In the unlikely event that either the emergency accommodation or rental vehicle benefits are unavailable for any reason, alternative transport will be provided for you and any passengers travelling in your Vehicle to enable you to return to your Home or intended destination up to an equivalent value of the rental vehicle.
Vehicle relocation will be provided where your Vehicle breaks down more than 100kms from your Home and cannot be repaired on the same day. We will deliver your repaired Vehicle to your Home or intended destination.
We will coordinate any towing of trailers or caravans for you at your cost.
Roadside Assistance does not apply to the following:
• Vehicles not registered on the Roadside
• Vehicles left unattended
• Unregistered vehicles
• Vehicles involved in or connected to any form of motor sports
• Caravans or trailers
• Service calls due to vehicle abuse or neglect (as determined by us)
• Service calls due to failure to use reasonable care with the vehicle or failure to conduct regular preventative vehicle maintenance
• Service calls due to inappropriate maintenance or repair whether intentional or negligent
• Repeated service calls due to owner/driver faults or failure to comply with instructions or failure to comply with instructions of vehicle manufacturer or Assist Australia. This exclusion includes repeated service calls for benefits and services already provided on the same occasion
• Service calls to Restricted Access Areas where you are unwilling to cover all costs incurred by us in the provision of the services. All service calls to Restricted Access Areas will be provided at our discretion
• Service calls due to Accident Damage except as outlined under the Accident Coordination entitlement.
• Service calls due to break in (or attempted break-in) of Vehicle
• Service calls due to the addition or the inclusion of non-genuine, inappropriate or incorrect fitment of parts or accessories
• Vehicles operating as taxis, limousines, rental vehicles, hire vehicles or for any other commercial use
• Vehicles located outside the Service Area
• Bogged Vehicles except where access is available and is trafficable by a two wheel drive recovery vehicle and no other specialist equipment is necessary. Should specialist equipment and or/ towing become necessary, additional costs are your responsibility. Drivers will be advised of this condition prior to attendance by our service provider and provision of service is at our discretion
The provision of benefits and services under Roadside
Assistance is subject to:
• Resources available in the area of Breakdown
• Any circumstance beyond our control (including but not limited to extraordinary delays caused by extreme weather conditions such as snow fall and flooding)
• areas being trafficable by a two-wheel-drive recovery vehicle
• severe vehicle accident or traffic congestion
• Restricted Access Area requirements
• Circumstances reasonably considered to be a force majeure event.
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 for any costs arising from work carried out by a Recommended Repairer, and all repairs and costs for repairs undertaken by the repairer are your responsibility.
To the extent permitted by law, Infiniti and Assist Australia will not be liable for any indirect or consequential loss or damage arising out of the provision or failure to provide any benefits and services whether as a result of the negligence of Assist Australia or howsoever otherwise.
This information was correct at the time of printing but is subject to change at any time and without notice. Infiniti Roadside Assistance is provided by Assist Australia.
TRANSFERRING YOUR MEMBERSHIP
Your roadside assistance membership is fully transferable to the new owner of the Vehicle at any time during the membership period. Please contact us on 1800 241 193.
Any personal information you provide is used by us, Assist Australia and our agents to arrange your roadside assistance and administer your and our rights and obligations in relation to it, including claims.
This information may be disclosed to third parties involved in the above process, such as car manufacturers, roadside providers, claims handlers, health and help assistance service providers, your agents and our related companies. The use and disclosure of such personal information provided to third parties will be limited to the specific purpose for which it was supplied.
When you give personal information about other individuals, we and our agents rely on you to have made or make them aware:
• that you will or may provide their information to us;
• the types of third parties to whom the information may be provided;
• the relevant purposes we and the third parties will disclose it to, will use it for; and
• how they can access it
If it is sensitive information we rely on you to have obtained their consent on these matters. If you have not done or will not do either of these things, you must tell us or our agents before you provide the relevant information.
You can seek access to and correct your personal information by contacting Assist Australia on 1800 241 193. If you do not agree to the above or will not provide us with personal information, we may not be able to provide you with our services or products or may not be able to process your application nor issue you with a policy.
ASSISTANCE FOR NON-INFINITI VEHICLES
Each policy holder is entitled to receive roadside assistance, once per calendar year, if traveling in a non-Infiniti vehicle. The level of service provided is the same as provided for an Infiniti vehicle, however, transportation will be to a capable repair agent within a 75km radius.
These words have these meanings.
Accident: a vehicle damaged by impact or collision of any nature, or by attempted or successful theft or break in to the vehicle.
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.
Emergency Mechanical Repair: a minor roadside mechanical repair of an immobilised vehicle to facilitate the immediate mobilisation of the vehicle. It does not include workshop repairs which may require diagnostic equipment, parts or repairs and does not include servicing of vehicles.
Home: Your home or business address as registered on the Roadside Assistance system.
Infiniti: Nissan Motor Co. (Australia) Pty. Ltd. (ABN 54 004 663 156) trading as Infiniti Cars Australia
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 sporting venues, protests, airports, and concerts).
Roadworthy Well Maintained Vehicle: a vehicle that has all safety-related components maintained in a manner that makes it safe to drive on the road and is maintained and serviced by qualified personnel to ensure performance is maintained.
Service Area: an area in mainland Australia, Tasmania, Phillip Island and other areas that are trafficable by a two-wheel drive recovery vehicle or islands that are accessible by a two-wheel drive vehicular bridge (excludes ferries).
Serviceable Spare: a wheel and tyre that is able to be fitted to your Vehicle to mobilise your Vehicle after changing a flat tyre.
Vehicle: the vehicle registered on the Roadside Assistance system.
We, Us or Assist Australia Pty Ltd ABN 59 072 530 217 (“Assist Australia”).
You or Your: the person registered on the Roadside Assistance system or the nominated driver of your vehicle.