NRMA adds live chat to Track My Patrol app feature
If you’ve ever been stuck by the side of the road and wondering when NRMA Roadside Assistance will be able to get there, wonder no longer.
Getting help on the road just got easier: NRMA members can now chat directly with roadside teams through the Track My Patrol feature within the NRMA app, making it faster to update details, get real-time information and stay in the loop while help is on the way.
Already, the new chat feature has been used during 1400 callouts since going live in late August 2025.
What is Chat for Track My Patrol?
Instead of calling for updates, drivers can now chat with an NRMA team member via the My NRMA app as their patrol makes its way to them.
This new feature brings quick updates on arrival times, instant delay notifications, and an easy way to share new information such as a different location, vehicle detail or any special instructions.
There’s also the option to request a new battery while you wait, saving time and reducing the need for follow-up calls.
— Nicole Dollin, GM for Customer Contact and Distribution, The NRMA
How to use Chat for Track My Patrol
When you request roadside assistance, you’ll receive a personalised SMS with a link to Track My Patrol.
- Tap the link to open your live tracking screen.
- If you have the My NRMA app, it will open automatically; otherwise, you’ll be directed to your browser.
- Tap the chat icon to connect with an NRMA team member and start a conversation.
Members can ask questions, share updates or confirm details in real time, all without needing to make a phone call.
Image: Real transcript example of Chat for Track My Patrol.
Web browser access on the way
Chat is now available for individual roadside members through the My NRMA app. By the end of November 2025, it will also roll out via web browsers, expanding access to fleet and those with roadside included by their carmakers, and non-members.
That will mean anyone tracking a patrol, such as a care giver, can use chat to stay informed, something that will be immensely reassuring in sensitive situations such as children or pets locked in cars.
Choose your channel of choice
The new chat function forms part of the NRMA’s “channel-of-choice” strategy, aimed at making it easier for people to get help in the way that suits them best, whether that’s by app, web browser or traditional phone support.
This is another step towards giving members more control and better visibility when they need assistance most.
