Free2go terms and conditions

NRMA Motoring & Services Free2go Membership entitlements

The following explains the terms and conditions of your NRMA Free2go membership. The Free2go membership program is operated by National Roads and Motorists' Association Limited ("NRMA") and is designed specifically to enable young drivers to access Roadside Assistance from NRMA and/or its service providers.

What is the Free2go program?

Free2go is a membership program ("Program") under which a Free2go member ("Member") aged 16 - 20 can participate in the Program for either 3 years (for Members who apply at the age of 17 to 20) or 4 years (for Members who apply at the age of 16).

Who can become a Member?

You can become a Member if you:

  • are an individual who is a permanent resident or citizen of the Commonwealth of Australia and you reside in New South Wales or the ACT;
  • are aged between 16 and 20 as at the date you apply to join the Program;
  • do not hold an existing and active NRMA membership; and
  • submit a complete and accurate application to join the Program using one of the following channels:
    o Apply online at www.nrmafree2go.com.au;
    o Post it to NRMA Free2go Po Box 1026, Strathfield NSW 2135;
    o Apply in person at any NRMA offices; or
    o Call 13 11 22.

Membership exclusions

The following are not eligible for Free2go membership:

  • A corporation with an Australian Business Number (ABN), Australian Company Number (ACN) or Australian Registered Body Number (ARBN);
  • A corporation or other organisation incorporated under a government statute but not having an ACN or ARBN (for example an incorporated association and certain statutory authorities);
  • The officeholder or trustee of an unincorporated association; and
  • An existing NRMA Member who owns or drives a taxi or commercial vehicle.

Joint memberships

Free2go membership covers one individual only and no joint memberships will be permitted.

Waiting period to obtain roadside assistance

Roadside Assistance, Towing and Major Mechanical Breakdown benefits become available to you 48 hours after you have paid your membership fee, if applicable. We will endeavour to process your membership details and deliver your Free2go Member card to you within 14 days of you submitting your Free2go application.

Becoming a Member

There is no initial joining fee to join the Program.

Members can choose to pay an annual Subscription Package Fee if they wish to obtain Roadside Assistance under the applicable Subscription Package for the final two years of the Program.

Voting entitlements

Your voting rights are governed by our Constitution. The Constitution sets out the rights of Members in relation to elections and meetings of Members, and deals with certain other aspects of membership. On becoming a Member, you agree to be bound by this Constitution.

Please note that if the Subscription Packages Fees on a Membership remain unpaid by the expiry date, then the Member's voting rights and entitlements may be affected as governed by the Constitution.

Copies of the Constitution are available online.

Annual Report and Corporate communications

Notices of Meeting and Proxy Forms

If you have nominated an electronic address or other electronic means as part of your application to be a Member or when renewing your Membership, we may use that electronic address to make electronic member communications including send you or informing you of the availability of notices of meetings of members and proxy forms, materials relating to the election of directors, the NRMA annual report, the members' review and other company related information. Generally, you will be emailed a link to a secure website to view or download your documents, quickly and easily.

Annual Report and Members' Review

The annual report and members' review will be available to all Members at mynrma.com.au when they are released.

What is the difference between the Annual Report and a Members' Review?

The Members' Review (approximately 40 pages) provides business highlights and summary financial information from the year. The full annual report sets out a full set of financial information, notes to the accounts and mandatory statutory reporting information (approximately 100 - 140 pages).

How can you receive your documents?

  • You can choose not to receive anything
  • You can choose to receive one or both of them electronically
  • You can choose to receive one or both of them in the mail

When will I receive my documents?

Each year the documents will be mailed or emailed by the earlier of 21 days before the date of the annual general meeting of that year or 31 October.

Can I change my preference?

Yes. Call anytime on 13 11 22.

Privacy

By participating in the Program you consent to receive information from NRMA in relation to special promotions from time to time. This information may be provided via mail, email, SMS or telephone. If at any time you no longer wish to receive special promotions, you may opt-out by contacting us in any of the following ways: by writing an email to privacy.officer@mynrma.com.au; by calling (02) 8741 6590; or by using an unsubscribe facility on an email or SMS.

Statement of rights

Certain State & Commonwealth legislation, including the Competition & Consumer Act 2010 (Cth), imply guarantees, warranties, representations or other terms and conditions which cannot be excluded, restricted or modified except to a limited extent. These terms and conditions do not purport to exclude any statutory rights available to you and must in all cases be read subject to those statutory provisions.

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Program benefits

Your Program benefits do not cover incidents or pre-existing problems resulting in a Breakdown either:

  • In the Vehicle you are in at the time of a Breakdown under a Free2go Subscription Package, or
  • Prior to the nomination (or changed nomination) of a Vehicle under a regular NRMA Subscription Package.

Year 1

Joined at the age of 16

Individuals who are 16 years of age on the day they apply to join the Program are eligible to receive free Roadside Assistance for a period of 12 months. Individuals will receive Roadside Assistance for any Vehicle that they are travelling in at time of a Breakdown (excluding taxis and commercial vehicles) and are not required to nominate a specific Vehicle to receive Roadside Assistance. There is a limit of 4 free Roadside Assistance callouts per Member per Program year.

Joined at the age of 17 to 20

Individuals who are 17 to 20 years of age on the day they apply to join the Program are eligible to receive free Roadside Assistance for a period of 12 months. Individuals will receive Roadside Assistance for any Vehicle that they are travelling in at time of a Breakdown (excluding taxis and commercial vehicles) and are not required to nominate a specific Vehicle to receive Roadside Assistance. There is a limit of 4 free Roadside Assistance callouts per Member per Program year.

At the end of year 1, individuals who were 17 to 20 years of age on the day they applied to join the Program can choose to purchase a Free2go Subscription Package (at half the current cost of a full price NRMA Free2go Subscription Package) to continue to receive Roadside Assistance for a further 12 months. If an individual chooses not to purchase a Free2go Subscription Package, he/she will be eligible to receive a free Club Care Subscription Package for a period of 12 months (excluding Roadside Assistance and Towing).

Year 2

Joined at the age of 16

In year 2 of the Program, individuals who were 16 years of age on the day they applied to join the Program will continue to receive the same benefits as in year 1 of the Program.

Joined at the age of 17 to 20

Individuals who were 17 to 20 years of age on the day they applied to join the Program are eligible to purchase a Free2go Subscription Package (at half the current cost of a full price NRMA Free2go Subscription Package) and to receive Roadside Assistance for 12 months.

Members will receive Roadside Assistance for any Vehicle that they are travelling in at the time of a Breakdown (excluding taxis and commercial vehicles) and are not required to nominate a specific Vehicle to receive Roadside Assistance. There is a limit of 4 free Roadside Assistance callouts per Member per Program year.

If an individual chooses not to purchase a Free2go Subscription Package in year 2, he/she will be eligible to receive a free Club Care Subscription Package for a period of 12 months (excluding Roadside Assistance and Towing).

Year 3

Joined at the age of 16

Individuals who were 16 years of age on the day they applied to join the Program are eligible to purchase a Free2go Subscription Package (at half the current cost of a full price NRMA Free2go Subscription Package) and to receive Roadside Assistance for 12 months.

Members will receive Roadside Assistance for any Vehicle that they are travelling in at the time of a Breakdown (excluding taxis and commercial vehicles) and are not required to nominate a specific Vehicle to receive Roadside Assistance. There is a limit of 4 free Roadside Assistance callouts per Member per Program year.

If an individual chooses not to purchase a Free2go Subscription Package in year 3, he/she will be eligible to receive a free Club Care Subscription Package for a period of 12 months (excluding Roadside Assistance and Towing).

Joined at the age of 17 to 20

This is the final year of the Program for individuals who were 17 to 20 years of age on the day they applied to join the Program.

Individuals who were 17 to 20 years of age on the day they applied to join the Program are eligible to purchase a full price Free2go Subscription Package or a full price regular NRMA Subscription Package to receive Roadside Assistance for a period of 12 months.

A Member who purchases a Free2go Subscription Package will receive Roadside Assistance for any Vehicle that they are travelling in at the time of a Breakdown (excluding taxis and commercial vehicles) and are not required to nominate a specific Vehicle to receive Roadside Assistance. There is a limit of 4 free Roadside Assistance callouts per Member per Program year.

A Member who purchases a regular NRMA Subscription Package will need to nominate a specific Vehicle to receive Roadside Assistance.

Information on Free2go and regular NRMA Subscription Packages will be contained in the renewal notice or Subscription Package schedule provided to Members at the end of year 2 or start of year 3 respectively of the Program.

If an individual who was 17 to 20 years of age on the day that he/she applied to join the Program chooses not to purchase a full price Free2go Subscription Package or a full price regular NRMA Subscription Package, he/she will be eligible to receive a free Club Care Subscription Package for a period of 12 months (excluding Roadside Assistance and Towing).

At the end of year 3, if an individual who was 17 to 20 years of age on the day he/she applied to join the Program chooses not to purchase any regular NRMA Subscription Package, his/her Free2go membership will lapse and the Member will be unable to access any ongoing Roadside Assistance entitlements.

Year 4

This is the final year of the Program for individuals who were 16 years of age on the day they applied to join the Program.

Individuals who were 16 years of age on the day they applied to join the Program are eligible to purchase a full price Free2go Subscription Package or a full price regular NRMA Subscription Package to receive Roadside Assistance for a period of 12 months.

A Member who purchases a Free2go Subscription Package will receive Roadside Assistance for any Vehicle that they are travelling in at the time of a Breakdown (excluding taxis and commercial vehicles) and are not required to nominate a specific Vehicle to receive Roadside Assistance. There is a limit of 4 free Roadside Assistance callouts per Member per Program year.

A Member who purchases a regular NRMA Subscription Package will need to nominate a specific Vehicle to receive Roadside Assistance.

Information on Free2go and regular NRMA Subscription Packages will be contained in the renewal notice or Subscription Package schedule provided to Members at the end of year 3 or start of year 4 respectively of the Program.

If an individual who was 16 years of age on the day he/she applied to join the Program chooses not to purchase a full price Free2go Subscription Package or a full price regular NRMA Subscription Package, he/she will be eligible to receive a free Club Care Subscription Package for a period of 12 months (excluding Roadside Assistance and Towing).

At the end of year 4, if an individual who was 16 years of age on the day he/she applied to join the Program chooses not to purchase any regular NRMA Subscription Package, his/her Free2go membership will lapse and the Member will be unable to access any ongoing Roadside Assistance entitlements.

Free2go Program Pricing Table

 Your Free2go journey
Entry age Year 1 Year 2 Year 3 Year 4
16 year old FREE FREE 1/2 Price Full Price
17-20 year old FREE 1/2 Price Full Price

Nominating a vehicle for Roadside Assistance

On becoming a Member you are not required to nominate a Vehicle to receive Roadside Assistance if a Free2go membership is purchased, as you will receive Roadside Assistance for any Vehicle you are travelling in at the time of a Breakdown under a Free2go Subscription Package.

Alternatively, in the final year of the Program, if you purchase a full price regular NRMA Subscription Package, you must nominate a Vehicle under the Subscription Package you choose to purchase for that year to receive Roadside Assistance and you must be the registered owner of the Nominated Vehicle. You will not be entitled to receive Roadside Assistance for any Vehicle except the Nominated Vehicle.

Where a Nominated Vehicle is sold and/or replaced with another Vehicle and/or if the registration number has been changed, you must contact us and notify us of the change as soon as possible after the change has occurred.

You may replace a Nominated Vehicle on a Subscription Package on no more than two occasions per Subscription Package year. Until the change has been notified to us, the replacement Vehicle will not be entitled to any Roadside Assistance benefits. Unregistered Vehicles or Vehicles that are Not Roadworthy are not eligible for Roadside Assistance under a Subscription Package.

Transferring Subscription Packages

A Free2go membership and Subscription Package cannot be transferred to other individuals.

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Changing levels of cover on a vehicle

In the final year of the Program, a Member is eligible to purchase a full price regular NRMA subscription:

  • If you upgrade from a Free2go to a Classic Care Subscription Package, You will be required to purchase a full 12 month Classic Care Subscription Package which will only be valid for the remainder of your Subscription Package Year. Furthermore, you will not be entitled to a refund for the time remaining on your Free2go Subscription Package.
  • If you upgrade from a Free2go to a Premium Care Subscription Package- You will be required to pay the difference between the cost of the Free2go Subscription Package and a Premium Care Subscription Package for each nominated Vehicle, for the time remaining on the Free2go Subscription Package. This will entitle you to Premium Care benefits for the remaining time of your Subscription Package Year.
  • If you upgrade from a Club Care to Free2go or Classic Care Subscription Package- You will be required to pay a pro rata fee for the time remaining on your Club Care Subscription Package. This will entitle you to Free2go or Classic benefits for the remaining time of your Subscription Package year. Members upgrading to a Free2go will be entitled to 1 call out every 3 months for the remaining time of their Subscription Package year.
  • If you upgrade from a Club Care to a Premium Care Subscription Package - You will be required to pay the full price of a Premium Care Subscription Package for each Nominated Vehicle for the time remaining on the Club Care Subscription Package.
  • If you upgrade from a Classic Care to a Premium Care -You will be required to pay the difference between the cost of the Classic Care Subscription Package and a Premium Care Subscription Package for each Vehicle for the time remaining on the Classic Care Subscription Package. This will entitle you to Premium Care benefits for the remainder of your Subscription Package Year.
  • You may downgrade your Subscription Package at any time, but no refund will be provided to you by NRMA. Traveller Care Subscription Packages cannot be transferred during a Subscription Package Year.

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Free2go Member Card

On becoming a Member, you will be issued with a Free2go Member card ("Member Card"). The Member Card is only valid for the period stated on the Member Card. The period for which your Member Card is valid is determined by your age at the time you join the Program.

Change of Free2go Membership details

You may request a change to your Free2go membership details. However, a change of name on your Free2go membership is only permitted if:

  • your name has changed due to marriage or divorce; or
  • your name has been changed by deed poll.

We will require written proof of your change of name before a change of name is effected on your Free2go membership.

Free2go Membership years

In order to participate in loyalty programs, your Free2go membership must be current and continuous. Accrued membership years from any other existing, lapsed or cancelled NRMA membership cannot be transferred to your Free2go membership.

Any Free2go membership years or other benefits you have accrued under a Free2go membership that has lapsed cannot be transferred to another new or existing Free2go membership or a regular NRMA Membership.

Crediting of Membership years

Deceased estate: Accrued membership years of a deceased Member may only be credited to the spouse or de-facto partner of the deceased Member at the request of the executor or trustee of the deceased Member's estate.

Lapsing of Free2go Membership and Subscription Packages

All Subscription Package fees must be paid for by the expiry date specified under the applicable Subscription Package. If the Subscription Package Fee is not paid by the specified expiry date, all benefits under that Subscription Package will be suspended until the Subscription Package Fee is paid.

You will have a period of 3 months from the expiry date of a Subscription Package ("Grace Period") to pay your Subscription Package Fee. No Roadside Assistance or Towing benefits will be provided to you during the Grace Period until such time as the Subscription Package Fee is paid.

Cancelling your Free2go Membership and/or Subscription Packages

You may cancel your Free2go membership and/or Subscription Package at any time. You must notify us in writing when cancelling your Free2go membership and/or any Subscription Packages. If you cancel your Free2go membership and/or any Subscription Packages, you will no longer be entitled to receive any Program benefits.

If all Subscription Packages attached to your Free2go membership are cancelled, your Free2go membership will also be cancelled.

If you cancel your Free2go membership, you will not be permitted to rejoin the Program or start a new Program. NRMA will not refund to you any fees associated with any cancelled Subscription Packages.

Unpaid accounts

If you have any unpaid accounts with us at the time of a Breakdown (including unpaid "On-Road Join and Go" fees, charges for NRMA batteries, auto electrics, Towing, spare parts or emergency fuel) or if your Free2go membership renewal or Subscription Package renewal is overdue at the time of a Breakdown, you will not be entitled to any Roadside Assistance benefits under any Free2go membership until we have received payment of any unpaid accounts in full.

No refund policy

All fees paid to NRMA relating to Free2go membership (including Subscription Package Fees, "On-Road Join and Go" fees and callout fees) are non-refundable, unless we are required by law to give a refund.

You may downgrade your Subscription Package at any time, but no refund will be provided to you by NRMA. Traveller Care Subscription Packages cannot be transferred during a Subscription Package Year.

Note: "On-Road Join and Go" fees are non-refundable, regardless of whether the request for Roadside Assistance is subsequently cancelled, or whether we are able to repair or mobilise the Vehicle.

Advance payment of Subscription Package fees

You may pre-purchase Subscription Packages in advance if you pay the relevant fees (located at www.nrmafree2go.com.au) within one month of joining the Program. You will be permitted to pre-purchase Subscription Packages for no more than the entire period of your chosen Program, that is, no more than four years if you were 16 years of age on the day you applied to join the Program, and no more than three years if you were 17 to 20 years of age on the day you applied to join the Program.

If you choose to pre-purchase a multi-year Free2go membership inclusive of a final year full price regular NRMA Subscription Package at the time of joining the Program, you will be required to nominate a specific Vehicle to receive Roadside Assistance under the applicable Subscription Package. Alternatively, if you choose to pre-purchase a multiyear Free2go membership inclusive of a final year full price Free2go Subscription Package at the time of joining the Program, you will receive Roadside Assistance for any Vehicle that you are travelling in at the time of a Breakdown and are not required to nominate a Vehicle to receive Roadside Assistance.

In the event that you pre-purchase Subscription Packages for the entire period of the Program and you wish to cancel a Subscription Package in any year before the final year of the Program, all Subscription Packages pre-purchased for the entire period will also be cancelled.

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Suspension of Roadside Assistance

Roadside Assistance will not be provided to you if you or a passenger in the Vehicle you are driving in at the time of the Breakdown is, in our reasonable opinion, abusive, threatening or violent to any NRMA staff or agents, or if you attempt to receive service by deception. In such circumstances, we may at our discretion

  • suspend or limit services to you;
  • impose service fees for further service requests; and/or
  • subject to a resolution of the Board of Directors, revoke your membership.

Joining after you breakdown

If you require immediate Roadside Assistance for your Vehicle and you are not a current Free2go Member or do not have a current "Free2go" Subscription Package, you must pay an "On-Road Join and Go" fee along with any "Free2go" Subscription Package Fees applicable for the final two year of the Program.

The Free2go "On-Road Join and Go fee" and any applicable pre-purchased "Free2go" Subscription Package Fees must be paid in full by credit card before Roadside Assistance can be provided to you.

Subscription Packages - Free2go

Roadside Assistance

If you are on a "Free2go" Subscription Package, you are entitled to:

  • Roadside Assistance in any Vehicle you are travelling in at the time of Breakdown (with the exception of a taxi or commercial vehicle);
  • four free Roadside Assistance callouts per Member per Subscription Package year – if four roadside assistance call outs are exceeded per Subscription Package Year, a standard excess call out charge per call out will apply. As at 12 April 2016 this fee is $82 per call out and is subject to change. Please contact us to confirm current pricing at the time of requesting a call out.

Roadside Assistance, including Towing, is NOT provided to any Trailers under any Subscription Packages, other than Premium Care or Traveller Care Subscription Packages, at the time of a Breakdown.

Towing for your vehicle

In Metropolitan Areas, the Vehicle you are in at the time of Breakdown and where possible all passengers in that Vehicle, are entitled to be towed for the first 8 kilometres in any direction from the point of Breakdown free-of-charge.

The costs of any Excess Kilometres are charged at prevailing commercial rates and are payable at the time of the Breakdown.

In serviced Country Areas, you will be towed free-of-charge to the town of the attending Country Service Centre.

If you want to have the Vehicle towed in any direction other than back to the town of the attending Country Service Centre, you must pay the full costs of Towing at prevailing commercial rates at the time of the Tow.

In Remote Areas outside the attending Country Service Centre Boundary, Towing will be provided for the Vehicle but you must pay for the total distance travelled by the Country Service Centre operator from the Boundary to retrieve the Vehicle and from the point of Breakdown back to the Boundary at prevailing commercial rates at the time of the Tow.

Club Care

A Club Care Subscription Package entitles you to all Free2go membership benefits and entitlements except Roadside Assistance and Towing.

If you are on a Club Care Subscription Package and you require Roadside Assistance in the final two years of the Program, you will be required to purchase a Free2go Subscription Package on a pro-rata basis and pay an additional surcharge if you require immediate Roadside Assistance. Members purchasing a Free2go Subscription Package will be entitled to 1 call out every 3 months for the remaining time of their Subscription Package year.

If you are on a Club Care Subscription Package and you require Roadside Assistance in the final year of the Program, you will be required to purchase either:

  • A Free2go or Classic Care Subscription Package on a pro-rata basis, and pay an additional surcharge if you require immediate Roadside Assistance. This will entitle you to Free2go Care or Classic Care benefits for the remaining time of your Subscription Package year. Members purchasing a Free2go Subscription Package will be entitled to 1 call out every 3 months for the remaining time of their Subscription Package year; or
  • Premium Care or Traveller Care Subscription Package at full price, and pay an additional surcharge fee if you require immediate Roadside Assistance. This will entitle you to Premium Care benefits for the remaining time of your Subscription Package year.

More about our services

Roadside Assistance

Roadside Assistance is provided to mobilise any Vehicle (excluding taxis and other commercial vehicles) in which a Member is travelling in which has become disabled due to an unexpected Breakdown. It does not cover regular maintenance or permanent repairs that should normally be carried out in a licensed repair workshop.

When providing Roadside Assistance we carry out temporary repairs where we have the necessary tools available at the time of the Breakdown. You are responsible for having permanent repairs carried out to any Vehicle you are travelling in at your own expense. You are responsible for making sure that the Vehicle is registered, even if it does not have a registration label.

When requesting Roadside Assistance, you will need to provide your Free2go membership number, the make, colour and registration number of the Vehicle requiring Roadside Assistance and your location. When a Patrol or other service provider arrives you will need to a legal, up-to-date form of photo identification and your Member Card (if it is with you) before Roadside Assistance can be provided to you.

If we cannot confirm that you have a current Free2go membership or a current "Free2go" Subscription Package, in addition to Subscription Package Fees, an "On-Road Join and Go" fee will be charged for providing Roadside Assistance to you.

Although we make every effort to provide and arrange all services and benefits, providing them will depend on the availability of equipment and resources, particularly in Country Areas and Remote Areas.

Vehicle weight

We will make every effort to provide Roadside Assistance to Vehicles over 2.5 tonnes Laden Mass and 3.5 tonnes Laden Mass for Vehicles nominated on a Premium Care Subscription Package. However, there may be circumstances where we are unable to do so. In these cases we will assist you to make alternative arrangements at your own expense.

Emergency fuel

If your Vehicle runs out of fuel, where possible we will supply enough fuel for you to drive your Vehicle to the nearest refuelling station where you can purchase fuel during their trading hours. You will be charged for and must pay for the emergency fuel supplied to you at the time of supply.

In metropolitan areas:
If we are unable to supply you with emergency fuel or if your Vehicle uses LP Gas, we will provide Towing to the nearest refuelling station (subject to your Towing entitlements) where you can purchase fuel during their trading hours.

In country areas:
If we are unable to supply you with emergency fuel or if your Vehicle uses LP Gas, we will provide Towing back to the town of the attending Country Service Centre where you can purchase fuel during their trading hours.

Lockout

We will attempt to open the Vehicle you are travelling in if your keys to the Vehicle have been locked in the Vehicle. If we cannot open the Vehicle we will arrange for a Tow or for a locksmith to attend. Locksmith services are at your own expense and a Tow will be provided in line with your Subscription Package entitlements. Alternatively, if your Subscription Package entitlements do not cover Towing, you must pay for the cost of the Tow at the time of the Tow.

If you are not the registered owner of the Vehicle you are travelling in, Vehicle registration details may be checked against our membership database to obtain the registered owner's details for the purposes of obtaining consent from the registered owner for a Patrol Officer to access the Vehicle.

Wheel changing

We will assist you in changing a flat tyre on your Vehicle provided you have a roadworthy spare to fit the Vehicle and your Vehicle is less than 2.5 tonnes Laden Mass. If a roadworthy spare is not available we will Tow the Vehicle in line with your Subscription Package entitlements. Alternatively, if your Subscription Package entitlements do not cover Towing, you must pay for the cost of the Tow at the time of the Tow.

Roadside Assistance will not be provided for damaged wheels or fitting of a wheel to a rim.

Supply of materials, fuel and spare parts

Roadside Assistance does not include the cost or supply of materials, emergency fuel or spare parts. If these are carried by a Patrol and are used to provide Roadside Assistance, you must pay for them for at the time of service. Spare parts will not be picked up, delivered or fitted (unless carried by our Patrol or other service provider).

Unlocated or unattended vehicles

In the case of a Breakdown, you must be able to provide us with the correct location of your Vehicle. Incorrect or incomplete information may cause a delay in the provision of service to you.

You must be present with the Vehicle or at an agreed meeting place when our Patrol or other service provider arrives. If the Vehicle is not attended when we arrive, Roadside Assistance benefits (where you are eligible for Roadside Assistance) cannot be provided to you and one callout will be deducted from the number of callouts you are entitled to (where applicable). Further callouts relating to the same Breakdown will be deducted from your callout entitlements.

If the Vehicle requires a Tow and is unattended when a tow truck operator arrives the tow truck operator may leave the Breakdown site. If you then request that the tow truck operator returns to the Breakdown site, the cost of the Tow will be payable by you at the time of the Breakdown at prevailing commercial rates.

Response time

Roadside Assistance is provided as soon as possible in response to your request. Response times are not guaranteed and may vary depending on, among other things, the location of the Vehicle, and the demand for assistance at the time your request is received, particularly in Country Areas and Remote Areas.

Roadside Assistance for trailers

Roadside Assistance is not available for Trailers under a Free2go Subscription Package. In the final year of the Program, Roadside Assistance is only available for Trailers under a Premium or Traveller Care Subscription Package.

Exclusions

Roadside Assistance will not be provided in the following circumstances:

  • A Vehicle that is considered by us to be an Not Roadworthy Vehicle and/or Unregistered Vehicle;
  • A Trailer that is considered by us to be an Unroadworthy Trailer or Unregistered Trailer;
  • A Vehicle or Trailer on which repairs have been attempted by anyone (including a licensed motor vehicle repairer), or that is partly or fully dismantled;
  • A Vehicle or Trailer that has suffered damage as a result of an Accident, Flood, theft, Fire or malicious damage;
  • A Vehicle or Trailer that has suffered damage due to the impact of water or has been impacted with an object in which more than one tyre has suffered damage, loss of air, or more than one tyre has been slashed;
  • A Vehicle or Trailer, which has been driven or transported to any, licensed motor individual repairer including a Country Service Centre;
  • A Vehicle or Trailer if the Free2go Member continues driving against our advice or the advice of a licensed repairer;
  • A Vehicle or Trailer that has been transported to a wharf, transport depot, rail head or other similar holding or shipment facility;
  • A Vehicle or Trailer that has been used in a car rally or motor race; and/or
  • A Vehicle that is being driven or attended to by a driver that does not have a valid driver's licence.

You must tell us when you contact us for Roadside Assistance, if any of the exclusions apply to You or the Vehicle.

In the above situations we will assist in arranging an alternative service or Tow at your expense, payable at the time of service or Tow.

We will not be responsible or liable to you for:

  • Any parts, labour or other costs associated with the repair of a Vehicle or Trailer;
  • Any financial loss or liability in any way connected with a Breakdown or Accident;
  • Freight costs or costs for any sea crossings for a Vehicle or Trailer;
  • Transportation (by a vehicle other than a tow truck) of a damaged Vehicle or Trailer; or
  • Any responsibility and costs incurred in making transportation arrangements for other passengers in the Vehicle which has broken down, including pets and animals.

Roadside Assistance callout limits

Where you are eligible to receive Roadside Assistance under your Free2go Subscription Package, you are entitled to four free Roadside Assistance callouts in each year of the Program.

Where a Patrol attends the Breakdown site and a tow truck, auto-electric or battery patrol also attends the same Breakdown, this will count as one callout. A callout does not include a Tow where you have paid for the Tow and does not include the dispatch of an auto-electric or battery patrol if you pay for parts.

If you require more than four (4) Roadside Assistance callouts in a Program year, you will be required to pay a service fee at the time of each additional callout over and above your callout entitlements. Alternatively, you can purchase a Subscription Package, which covers you for additional callouts at your expense for the Subscription Package year.

If you do not use all your free callout entitlements during any year of the Program, you may not carry those entitlements over into the next Program year.

Excessive users

If we consider, in our reasonable opinion, that you have received (and continue to request) Roadside Assistance or a Tow for either the Vehicle you are in at the time of Breakdown, or for a Nominated Vehicle, on an excessive number of occasions in a Program year or Subscription Package year, we may refuse to provide further Roadside Assistance or Towing to you. We will offer an alternative service (at your expense) such as a battery or auto electrical patrol or a tow truck, or charge you a fee for Roadside Assistance, payable at the time the service is requested.

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Towing for vehicles

Towing  benefits

The location of the Breakdown and your Subscription Package, will determine the Towing benefits, which will be provided to you.

Where you are eligible for Towing entitlements, you are entitled to one Tow per Breakdown for your Vehicle and/or Trailer at the time of Breakdown. You should arrange to travel with the Vehicle to its intended destination.

We will attempt to transport all passengers in the Vehicle provided each person can be legally transported in the tow truck. If we are unable to transport all passengers, we will assist in arranging alternative transport at your expense.

Type of tow

Towing will be provided for all types of Vehicles which do not exceed 2.5 tonnes Laden Mass which are nominated on a Free2go or Classic Care Subscription Package or 3.5 tonnes Laden Mass for Vehicles which are nominated on a Premium Care or Traveller Care Subscription Package provided that the Tow can be made with Standard Towing Equipment and Standard Towing Equipment is available.

If Special Towing Equipment is required, the estimated cost of the Tow will be provided using the most appropriate equipment available (such as lift-tow, flat-top truck or trailer) as determined by us. In Country Areas and Remote Areas in particular, limited types of tow trucks may be available. Should Special Towing Equipment be required (such as power winches, extended cables, or a four-wheel-drive towing vehicle) you must pay the Towing provider for the Tow at prevailing commercial rates at the time of the Tow.

Toll and tow costs

You must pay any toll costs incurred during the Tow at the time of the Tow. If you have to pay for a Tow and/or toll costs and our Towing provider accepts a credit card payment, you may be required to pay a credit card surcharge.

Clean up fee

You must pay a clean up fee to the Tow provider if contamination from your Vehicle makes it necessary for the tow truck to be taken off the road and cleaned. If an additional service is required to clean up the road, you will also be required to pay for this service.

Vehicle weight

Towing may be refused if the Vehicle requiring Towing exceeds the weight limit specified in the applicable Subscription Package.

Subsequent tows for the same breakdown

Once a Tow has been provided for a Breakdown, you must pay for any subsequent Tows for the same Breakdown at prevailing commercial rates at the time of service. This includes Towing for a Vehicle or Trailer that has been towed after hours to the Member's Home Address, a holding yard or other place of safety.

Excess kilometres

If a Tow for your Vehicle (or Trailer that is entitled to Towing benefits) at the time of Breakdown is in excess of the distance for which you are eligible under your Subscription Package you must pay the Tow provider for the Excess Kilometres at prevailing commercial rates at the time of the Tow.

Salvage tow

If your Vehicle is less than 2.5 tonnes Laden Mass (for Vehicles nominated on a Free2go or Classic Care Subscription Package) or 3.5 tonnes Laden Mass (for Vehicles nominated on a Premium Care Subscription Package), has not been involved in an Accident and has become bogged, we will attempt to salvage your Vehicle without calling for a tow truck. If Special Towing Equipment is required, you will be required to pay prevailing commercial rates at the time of service.

Towing limitations

Towing benefits will not be provided under the following circumstances for Free2go or any regular NRMA Subscription Package:

  • Vehicle or Trailer damaged as a result of an Accident, Flood, theft, Fire or malicious damage;
  • A Vehicle or Trailer at a Member's Home Address with a flat or damaged tyre if the Member does not have a suitable spare tyre for fitting to the Vehicle;
  • A Vehicle or Trailer at a Member's Home Address if keys are locked in the Vehicle or are lost;
  • A Vehicle or Trailer bogged in a location inaccessible to normal two-wheel-drive vehicles;
  • A Vehicle or Trailer where the Tow has not been arranged by us;
  • A Vehicle, which has been manufactured or modified in ways that in our opinion will increase the probability of it being damaged during Towing. We may ask for modifications (including modified or factory-released accessories) to be removed prior to Towing;
  • Any Vehicle or Trailer carrying livestock or commercial goods unless the Vehicle or Trailer is unloaded;
  • A Vehicle or Trailer at a repairer, including a Country Service Centre; and/or
  • A Vehicle which exceeds 5.5 meters in length; 2.5 metres in width; 2.6 metres in height and/or 2.5 tonnes Laden Mass for Vehicles nominated on a Free2go or Classic Care Subscription Package or 3.5 tonnes Laden Mass for Vehicles nominated on a Premium Care or Traveller Care Subscription Package.
  • A Trailer which exceeds: 2 tonnes Laden Mass; 12.5 metres in length; 2.5 metres in width; or 2.6 metres in height; and/or
  • A Trailer which is an Unregistered Trailer or an Unroadworthy Trailer or in our reasonable opinion, is overloaded or not safely loaded or secure.

In any of the above situations, we may assist in arranging a Tow but you must pay for the cost of the Tow at prevailing commercial rates at the time of service.

These Towing limitations apply for any Free2go or regular NRMA Subscription Package.

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Service areas covered

NSW AND ACT

We provide Roadside Assistance in New South Wales and the Australian Capital Territory. Outside the Metropolitan Areas, Roadside Assistance is provided by our Country Service Centres, which cover most Country Areas throughout New South Wales.

We only provide Roadside Assistance on private property or any Trafficable Road that is accessible to normal, two-wheel-drive vehicles. Service may not be available to Vehicles which have broken down in open fields; beaches; creek beds; parks and ovals; tracks, trails or service roads used for logging or forestry or by electrical authorities, in national parks or wilderness areas, on any public or private property where entry of vehicles may cause damage or is restricted or any other locations where the prevailing conditions cause an area to become unserviceable.

Interstate and outside Australia

If Roadside Assistance is requested in a state or territory other than New South Wales and the ACT, the broken down Vehicle will receive the standard services (equivalent to NRMA Free2go Care Subscription Package benefits where available) in the state or territory that the Vehicle is broken down in.

Remote areas

If you have a Breakdown in a Remote Area, we will try to organise Roadside Assistance through the nearest Country Service Centre. When the Country Service Centre is able to provide Roadside Assistance you must pay at the time of service for the distance the Country Service Centre operator travels beyond the Boundary both to and from the point of Breakdown.

In certain Remote Areas there may be occasions when we are unable to find an appropriate service provider to assist you. In these rare instances you will be required to arrange your own rescue or recovery of your Vehicle at your own expense.

Affiliated Members

NRMA is a Member of the Alliance Internationale de Tourisme (AIT) and Fédération Internationale de l'Automobile (FIA). In Australia, it is affiliated to Members of the Australian Automobile Association (AAA). Overseas, we maintain reciprocal arrangements with most motoring organisations in the world.

A full list of affiliated organisations is available in the AAA's brochure "International Handbook for Motorists" which is available as a PDF under the heading "International Driver Permit" in the Touring Information section on the AAA website located at www.aaa.asn.au

The cost of any services provided by an affiliated club to a Member that exceeds the benefits provided by that club will not be reimbursed by us unless the Member which received the service is on a Premium Care or Traveller Care Subscription Package at the time of the Breakdown and arrangements for service are made by us.

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Glossary

These terms and conditions use the following definitions:

  • "Accident" means an incident in which a Vehicle has been damaged in a collision or impact with another object, whether or not this is another Vehicle, or where this is caused by a mechanical failure. This includes a series of incidents arising out of a single event.
  • "Breakdown" means an occasion where a Vehicle cannot be driven due to mechanical or other failure, the cause of which is not an Accident, theft, Fire, Flood or malicious damage.
  • "Constitution" means the Constitution of the National Roads and Motorists' Association Limited trading as "NRMA Motoring & Services" as amended from time to time.
  • "Country Areas" means all areas outside the Metropolitan Areas.
  • "Country Service Centre" means a contractor in a Country Area appointed by NRMA to provide Roadside Assistance to Members' Vehicles.
  • "Country Service Centre Boundary" or "Boundary" means the perimeter of the geographical area, which is serviced by a Country Service Centre.
  • "Excess Kilometres" means excess kilometres over and above a Member's Towing entitlements under the applicable Subscription Package.
  • "Fire" means heat or flame that damages the panel work, mechanical or electrical parts of a Vehicle.
  • "Flood" means a rising or overflow of water in a normally dry area, watercourse, or water crossing.
  • "Home Address" means a Member's permanent place of residence as recorded in NRMA's membership database or, if a P.O. Box is recorded, as stated on the Member's current drivers licence.
  • "Laden Mass" means the total weight of a Vehicle or Trailer including its load and any attachments.
  • "Major Mechanical Breakdown"in the case of NRMA Premium Care and Traveller Care only) means an incident in which a Vehicle is disabled 100 km or more from Home because of a mechanical failure to the effect that the Vehicle cannot be driven, and which cannot, be fixed in less than 24 hours from the time the mechanical failure occurred. This does not include windscreen wiper malfunctions or failures contributed to by an Accident, Fire, Flood, theft or malicious damage.
  • "Member" means any person who has agreed to become a Member of NRMA, whose name is entered on the NRMA Register of Members, and who subscribes to any existing NRMA membership packages including Free2go membership.
  • "Metropolitan Area" means the metropolitan areas of Sydney, Newcastle (including Raymond Terrace, Nelson Bay, Lake Munmorah, Swansea, Morriset and Maitland), Blue Mountains (including Springwood and Katoomba), Illawarra (including Kiama, Wollongong and Picton) and all areas of the ACT, including Queanbeyan.
  • "Motorcycle" means any vehicle registered as a motorcycle, including mopeds, trikes and powered pedal cycles.
  • "Nominated Vehicle" means any Vehicle nominated to receive Roadside Assistance by a Member under an NRMA Subscription Package and for which an annual fee has been paid for the period during which Roadside Assistance is requested.
  • "Not Roadworthy" means a Vehicle which has been issued with a defect notice, or whose condition makes it unsafe to drive and which cannot be made safe to drive through the provision of temporary Roadside Assistance determined by us.
  • "NRMA, we, our, us" means the National Roads and Motorists' Association Limited, ABN 77 000 010 506 trading as NRMA Motoring & Services, and includes its officers, employees, agents and contractors.
  • "On-Road Join and Go Fee" means the fee paid by You for immediate Roadside Assistance if you do not have a current Subscription Package (not including Club Care).
  • "Patrol or Patrol Officer" means an NRMA employee or contractor providing Roadside Assistance.
  • "Remote Area" means a place in a Country Area in which Roadside Assistance is not provided by a Country Service Centre or affiliated motoring organisation.
  • "Roadside Assistance" means the range of services provided to a Vehicle, or an eligible Member, at the location of a Breakdown by a Patrol, Tow, battery or auto electric officer or contractor to restore the mobility of the Vehicle, or to allow it to be driven or relocated to a place where complete and/or permanent repairs can be carried out.
  • "Serviced Area" means any area in which we provide Roadside Assistance within a Metropolitan Area or within a Country Service Centre Boundary.
  • "Special Towing Equipment" means any Towing apparatus that is not covered under the definition of Standard Towing Equipment.
  • "Standard Towing Equipment" means any Towing apparatus that is the equivalent of a two-wheel drive truck fitted with a tilt tray, slide bed, hoist or cradle, or a vehicle and/or trailer combination.
  • "Subscription Package" means an NRMA subscription package including Premium Care, Classic Care, Free2go, Traveller Care, Club Care and Taxi.
  • "Subscription Package Fee" means the fee payable when you nominate a Vehicle, or individual where applicable, on a Subscription Package to receive Roadside Assistance.
  • "Subscription Package Year" means the current valid year of a Member's Subscription Package.
  • "Tow, Towing or Towing Service" means the service provided according to these membership Terms and Conditions to a Vehicle or Trailer disabled by a Breakdown, and involving its removal from the Breakdown site to another location using whatever Standard Towing Equipment or Special Towing Equipment is available and considered appropriate by us.
  • "Trafficable Road" means any public or private road, which is designed for and is in a suitable state for the use of a two wheel drive vehicle. It includes the areas immediately adjoining the road itself including road shoulders, breakdown lanes, median strips and parking places and any road which NRMA has permission to use (specifically by its owner, or because it is a public road) which a standard NRMA Patrol vehicle can access safely.
  • "Trailer" means any two, three or four wheeled domestic trailer, caravan, horse or dog trailer or boat trailer that does not exceed 2 tonnes Laden Mass, 2.5 metres in width, 12.5 metres in length and 2.6 metres in height and which is being used for private or recreational purposes. This specifically excludes trailers or caravans registered or used for commercial purposes.
  • "Unregistered Trailer" means a Trailer that does not have a current registration as required by the respective state motor authority.
  • "Unroadworthy Trailer" means a Trailer which has been issued with a defect notice, or whose condition makes it unsafe and which cannot be made safe through the provision of temporary Roadside Assistance as reasonably determined by us.
  • "Unregistered Vehicle" means a Vehicle that does not have a current registration as required by a state motor authority.
  • "Vehicle" means any motorised registered automobile or Motorcycle nominated for, or otherwise eligible to, obtain Roadside Assistance under a Subscription Package.
  • "You, your" means an individual who has become a Member of the Free2go Program.
    National Roads and Motorists' Association Limited ("NRMA") ABN 77 000 010 506, trading as NRMA Motoring & Services. NRMA Motoring & Services is separate and independent from NRMA Insurance.

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