Service Charter

Our commitment to you

For 90 years, National Roads and Motorists' Association Limited has provided a dedicated service to the motorist. This new Service Charter reaffirms that commitment to serve you, 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 we have with you.

Service

Our service to you will be prompt, expert and friendly.

Our fleet of more than 1,000 patrol and roadside assistance vehicles in NSW and ACT is on-call 24 hours a day, 7 days a week to get you moving again.

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

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

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

Responsibility

Our service to you does not 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. We will contribute to the community we work in and help those in need.

Representing you

Since 1920, we have 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, maps and accommodation guides. We are committed to improving road safety through the education and information materials we provide to Members and the community.

Our community

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

The National Roads and Motorists' Association Limited and NRMA Insurance Limited jointly sponsor a range of community initiatives.

Trust

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

Your privacy

We will uphold the National Privacy Principles and comply with the Privacy Act.

With your help we will keep your personal information complete and up to date so that our service is tailored to your 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 membership is value for money and accessible.

We commit to reply, by phone or in writing, to all your enquiries within 7 working days of receipt. We welcome your feedback on our service, products and on all motoring issues. You can contact us through:

• National Roads and Motorists' Association Limited regional forums
• The Open Road magazine
• Telephone 13 11 22

Communication

We will communicate promptly, openly and often and provide accurate information on our services and products. All our staff are accountable to you, our Members and customers. This charter commits us to bring our best to every contact we have with you.

Friendly service

The service you receive from us should be efficient and expert. It will be friendly, courteous and responsive.

Information

We commit to provide comprehensive information on our products and services and to clearly detail any costs that may apply. By offering information via the phone, internet, our Open Road magazine and in person we aim to communicate with you in a way that meets your needs.

The Charter

Our Customer Service Charter commits us to measurable service targets. The staff and management of National Road and Motorists' Association Limited 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

Our Service Charter

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 patrols and roadside assistance vehicles in NSW and ACT and are developing a wide range of road services and mobility products designed so that Australians continue to enjoy freedom of movement in the 21st century.

For information on our range of products and services please call 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.