Our commitment to you

For over 90 years, National Roads and Motorists' Association Limited has provided a dedicated service to motorists and our new Service Charter reaffirms our commitment to all of our Members.

It outlines the standard of service you can expect from us, how we aim to conduct our business, and the values we aim to bring to every single contact.

Service

Our expert service will always be prompt and friendly. We have a fleet of more than 1,000 patrol and roadside assistance vehicles in NSW and ACT on-call 24 hours a day, 7 days a week ready to get you moving again.

We offer an emergency service to rescue children accidentally locked inside vehicles.

Whenever you visit, call or write to us, we will serve you efficiently and promptly. You should expect the highest standard of personal service.

We will constantly seek your views as we develop and provide new products and services that match your needs.

Responsibility

Our service to you doesn’t end at the roadside. We will work with business and government to improve the services, products and policies that affect you. We will educate and inform and we'll contribute to the communities we work in to help those in need.

Representing you

Since 1920, we’ve been working with government and business to make motoring easier. We remain committed to this role and will continue to act as your advocate, seeking better vehicles, safer roads and improved transport policies.

Education and information

Our expert staff provide technical advice on vehicle quality, maintenance and running costs, and help Members who are purchasing a vehicle. We offer legal information on motoring issues, supply on-line motoring and travel advice, and maps and accommodation guides. Plus, we are committed to improving road safety through the education and information materials we provide to our Members and the community.

Our community

Although the service we provide our Members and customers is the core of our business, we recognise that we are part of a broader community. We encourage our staff and management to work on improving their local communities whenever and wherever they can.

The National Roads and Motorists' Association Limited and NRMA Insurance Limited work together to sponsor a broad range of community initiatives.

Trust

We consistently uphold the values of trust, honesty and integrity, so you can trust our service and our staff anytime, anywhere. We will listen to you, address your complaints, and look for new and better ways to serve you.

Your privacy

We will do everything in our power to protect the personal information you share with us. And, of course, we will uphold the National Privacy Principles and comply with the Privacy Act.

With your help, we’ll keep your personal information as complete and up to date as possible, so we can tailor our service to suit your individual needs.

It pays to belong

Our goal is to share the benefits of Membership with as many people as possible. To that end, we will strive to ensure Mmembership is accessible and always represents good value for money.

We welcome your feedback on our service, our products and on all motoring issues. And we promise to reply – either by phone or in writing – to all your enquiries within seven working days. You can contact us on 13 11 22, or through:

• National Roads and Motorists' Association Limited regional forums
• The Open Road magazine 

Communication

We will communicate promptly, openly and regularly, to provide you with accurate information on our services and products. All our staff are accountable to you and this charter commits us to bringing our best every time we are in contact with you.

Friendly service

Every single time you experience our efficient and expert service, we will be friendly, courteous and responsive.

Information

We will provide comprehensive information on our products and services, and clearly detail any costs. And we offer that information via the phone, internet, our Open Road magazine and in person, so we can communicate with you in the way that suits you best.

Our service charter

Our Customer Service Charter commits us to measurable service targets. All our staff and management are accountable under this charter, and we will report on the results each year.

We welcome any comments you have in regard to this Service Charter and our compliance with it. Please write to us at:

National Roads and Motorists' Association Limited
9 George Street
North Strathfield, NSW 2137

National Roads and Motorists' Association Limited is Australia's largest mutual, with around 2 million Members and a 90 year history of serving and supporting motorists. We aim to become the leader in journey management.

We have more than 1,000 patrol and roadside assistance vehicles in NSW and ACT, and are developing a wide range of road services and mobility products so Australians continue to enjoy freedom of movement in the 21st century.

For information on our broad range of products and services, please call us on 13 11 22 or write to us at:

National Roads and Motorists' Association Limited
9 George Street
North Strathfield, NSW 2137

General terms & conditions
In addition to the Service Charter, NRMA's General Conditions govern the use of NRMA's web site.