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Isuzu UTE Roadside Assistance Program Terms and Conditions

1. INTRODUCTION

These terms and conditions outline the benefits and services available as part of the Isuzu UTE Roadside Assistance Program ("Program"). Subject to these terms and conditions and to the extent permitted by law, we reserve the right to amend or withdraw any of the benefits or Services provided by this Program.

The Isuzu UTE Roadside Assistance Program partners with Assist Australia and utilises a national network of motoring organisations with over 2,800 patrols and towing vehicles in over 1,200 locations throughout Australia, we will provide you with the help you need, when you need it most.

1.1 Eligibility

As the Owner or Driver of a new Isuzu UTE Vehicle we automatically provide you with 24-hour, 365-days-a-year, nationwide roadside and personal assistance under the Program.

If your Vehicle is eligible for a 5 year warranty period, you will receive 5 years roadside assistance from the Vehicles Warranty Start Date. If your Vehicle is eligible for a 3 year warranty period, you will receive 3 years roadside assistance from the Vehicles Warranty Start Date.

The Program will provide Owners of Isuzu UTE Vehicles with Services as set out in these terms and conditions.

1.2 Instant 24 Hour Response

You have instant access to an entire range of emergency roadside and personal assistance services, around the country. The assistance centre will then do everything possible to help solve your problem. In the event that you experience a Vehicle Breakdown, simply call our toll free number: 1800 UTE UTE (1800 883 883).

To ensure you are provided with the best possible care, please try to have the following information available when calling the assistance centre:

  • Your name & location;
  • Vehicle details: model, year of Vehicle, registration number and Vehicle colour;
  • Your Vehicle's Vehicle Identification Number (VIN);
  • A brief description of the problem;
  • A contact telephone number (if possible).

1.3 Where to Find your VIN

Your Vehicle's Vehicle Identification Number can be found:

  1. printed on the front of your Roadside Assistance card or inside the front cover of your IUA Warranty & Service Booklet;
  2. on the registration label (in some States and Territories); or
  3. on the Vehicle compliance plate, mounted on the Vehicle in the engine compartment.

Our goal is to minimise the inconvenience to you and get you and your Vehicle back on the road again as quickly as possible.

2. COMMONLY USED WORDS OR EXPRESSIONS

The following words have the following meanings:

Accident means a Vehicle damaged by impact or collision of any nature, or by attempted or successful theft or break-in to the Vehicle.

Assist Australia means Assist Australia Pty Ltd ABN 59 072 530 217.

Breakdown means mechanical or electrical fault which has caused the Vehicle to be Disabled or become unsafe to drive. 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.

Dealer means a participating authorised Isuzu UTE dealer in Australia who holds a Dealer Agreement to sell Isuzu UTE vehicles and spare parts and provide (where applicable) warranty repairs and vehicle servicing for those vehicles.

Driver means the Owner when driving the Vehicle or any other person driving the Vehicle with the consent of the Owner.

Home means your home or business address as registered on the Isuzu UTE Roadside Assistance Program system.

Isuzu UTE means Isuzu UTE Australia Pty Ltd ABN 80 129 563 739 of 1000 Wynnum Road, Cannon Hill QLD 4170.

Major Body Modifications means any changes to the Vehicle structure or body which significantly exceeds the original specification or dimensions and weight.

Mobile or Mobilisation or Mobilised means moving or capable of moving using the Vehicle's own power and as intended by the manufacturer when operating normally. "Immobile", "Immobilised" and "Disabled" have the contrasting meaning.

Owner means the registered owner (from time to time) of the Vehicle during the warranty period.

Remote Area means areas within Australia that are sparsely populated and where no Dealer is present and/or where Service Provider Services are not readily available.

Service means the services provided under the Isuzu UTE Roadside Assistance Program as specified in these Terms & Conditions.

Service Provider means a person providing the Services at the request or direction of Assist Australia or Isuzu UTE and any servant or agent of that person having that person's authority to provide the Services.

Serviceable Spare means a wheel and tyre that is ready and able to be fitted to Mobilise your Vehicle after changing a flat tyre.

Stolen Vehicle means a Vehicle that is stolen or part thereof (including wheels etc. where the Vehicle has been rendered unable to be driven) and the Driver/Owner has officially reported the Vehicle as stolen with the local authorities (Police Department). Proof of police report is required to be eligible for Services.

Trafficable Road means constructed roads/driveways that are legally trafficable by conventional two wheel drive vehicles and/or the towing/recovery vehicle (where required) as determined by the Service Provider.

Vehicle means your nominated Vehicle registered on our roadside assistance system.

Warranty Start Date means the date of first registration of a Vehicle or in the case of a demonstrator vehicle the date the Vehicle was first put into use by the Dealer. The Warranty Start Date for the Vehicle is recorded on the first page of the Warranty and Service Booklet.

We or Us or Our means Isuzu UTE and Assist Australia, our employees, agents, contractors, Service Providers and related companies.

You or Your means the person who is registered on the Isuzu UTE Roadside Assistance Program or the authorised Driver of the Vehicle.

3. ROADSIDE ASSISTANCE SERVICE BENEFITS AND LIMITATIONS

If your Vehicle is Disabled because of a mechanical Breakdown or a non-mechanical Breakdown related incident, the Service Provider will attempt to rectify the problem at the roadside so that you can continue on your journey. Where this is not possible or practical, or where any rectification action may affect the Vehicle's warranty, a towing service will be provided.

3.1 Mechanical Incidents

The Service Provider will endeavour to rectify any mechanical Breakdown that may Disable your Vehicle or has made it unsafe or unable to be driven, unless the problem is the result of a collision or is covered by motor vehicle insurance.

3.2 Non-Mechanical Incidents

The Service Provider will endeavour to assist you should your Vehicle become Disabled due to the following non-mechanical automotive incidents:

3.2.1 Out of Fuel

In the event that your Vehicle runs out of fuel the Service Provider, where possible, will provide you with sufficient fuel to get you to the nearest service station. Where it is not possible or practical to provide fuel, a tow will be provided to the nearest service station.

3.2.2 Flat Battery

If your Vehicle battery is flat, the Service Provider will provide a "battery boost" and any other practical assistance at the roadside to start your Vehicle. Where your Vehicle cannot be made Mobile at roadside and where a new battery is required, a replacement battery will be arranged, where available. A replacement battery will be installed at no cost if the Vehicles original battery is still covered by warranty for one (1) year or 20,000km, whichever comes first, from the date the Vehicle is first delivered or put in use. If your battery is out of warranty the Service Provider can arrange a replacement battery to be installed at your cost. Where the Vehicle is not Mobilised at the roadside, a tow will be provided in accordance with the towing services set out in these terms and conditions.

3.2.3 Wheel Change

The Service Provider will assist the Vehicle's Driver to replace a damaged tyre/wheel with the Vehicle's Serviceable Spare, where it is roadworthy and compatible with the other tyres/wheels on the Vehicle. Where the spare is not serviceable, roadworthy or compatible, or where multiple wheels require changing, a tow to the nearest facility able to supply and/or repair the tyre/wheel or multiple wheels will be provided at the Driver's expense.

3.2.4 Lockout

Where the Vehicle is unable to be accessed due to lost or locked in keys, the Service Provider will attempt to open the Vehicle. This action will be subject to satisfactory proof of ownership or Owner authority to drive the Vehicle. The Owner or the Owner's representative (the Driver) may also be required to sign an indemnity, releasing the Service Provider and us from any liability should damage be caused by such forced entry. We will not be responsible for any damage incurred or resultant repair costs. Where necessary, a locksmith's attendance will be arranged at the Driver’s expense. If we are unable to assist in opening your Vehicle then the Vehicle can be towed to the nearest Dealer or Service Provider's facility.

3.3 Towing

Where your Vehicle has become Disabled due to either a mechanical or non-mechanical Breakdown and cannot be made mobile at roadside, towing will be provided by the Service Provider. In all cases, the decision regarding whether a vehicle requires towing will rest with the Service Provider.

3.3.1 Metropolitan Towing

Towing will be provided to the closest Dealer to the Breakdown location.

3.3.2 Country Towing

In an area outside of capital city metropolitan areas, towing will be provided to either of:

  1. the closest Dealer. This applies to cities and towns where a Dealer is present; or
  2. the local service facility of the Service Provider.

3.3.3 After Hours Towing

Where a Vehicle has become Disabled and requires towing during periods where the Dealer or the service facility of the Service Provider is not open, towing and appropriate Vehicle storage arrangements will be made (where available), until the Vehicle can be delivered to the nearest Dealer or Service Provider facility under the above Section 3.3.1 and 3.3.2.

3.3.4 Alternative Towing Destinations

Metropolitan
Where the Driver elects to have the Vehicle towed to an alternative location other than the closest Dealer, Services will be provided subject to a 50 kilometre tow distance limitation. Towing over and above the 50 kilometre towing allowance (e.g. extended tow) will be provided at the expense of the Driver.

Country
Where the Driver elects to have the Vehicle towed to an alternative location other than the closest Dealer or local service facility of the Service Provider, Services will be provided subject to a 100 kilometre tow distance limitation. Towing over and above the 100 kilometre towing allowance (e.g. extended tow) will be provided at the expense of the Driver.

3.3.5 Caravan/Trailer Towing

Towing will be provided, where possible, for caravans or any other form of trailer body whilst being towed by any Vehicle which has experienced a roadside Breakdown and requires towing. The cost of towing the caravan or any other form of trailer body will be provided at the expense of the Driver.

3.3.6 Additional Towing Requirements

Any additional or alternative towing requirements to that specified in Section 3.3 of these Terms and Conditions will be at the Driver's expense. In all cases, the decision regarding whether a Vehicle requires towing will rest with the Service Provider.

3.3.7 Towing Limitations

Towing will only be provided for Vehicles that can be transported within the legal weight and physical dimension limitations of the Service Provider's standard network equipment. For Vehicles exceeding these limitations, towing will be offered at the Driver's expense. Where specialist towing equipment is required, any additional cost will be at the Driver's expense.

3.4 Metropolitan Taxi Service

If a Vehicle experiences a Breakdown within a metropolitan area and towing is required, a one-way taxi service from the incident site will be arranged at the Driver's request, up to the value of $100.00 (including GST). Included in the term metropolitan is that of provincial and/or regional city centres, however, in these locations the provision of taxi service is delivered at the discretion of the Service Provider which will not be unreasonably withheld and is subject to availability.

3.5 Service on Trafficable Roads

Service will only be provided to Vehicles that experience a Breakdown on Trafficable Roads.

3.6 Off-Road Vehicle Rescue

Where a Vehicle (of a four wheel drive configuration) becomes Disabled due to mechanical or non-mechanical Breakdown, when off a Trafficable Road (for the avoidance of doubt, such as on beaches, fields or creek beds), Vehicle rescue will be arranged, where possible, at the Driver's expense.

3.7 Bogged Vehicle Recovery

Recovery of bogged Vehicles will only be provided to Vehicles stranded on Trafficable Roads and driveways and where no special equipment such as power winches or extended cables are required. Where a Vehicle is not on a Trafficable Road a Vehicle rescue will only be performed as outlined in clause 3.6 above.

3.8 Special Equipment

Should special equipment be necessary to effectively deliver Service and/or where the Service Provider has to return to their service facility to obtain this special equipment, the additional cost involved will be at the Driver's expense.

3.9 Remote Areas

Where a Vehicle Breakdown occurs in a Remote (or sparsely populated) Area, Service will be provided by a Service Provider however, Service delivery may be subject to lengthy delays due to Breakdown location, Service Provider availability and accessibility.

3.10 Service Limitations

Service will be refused where the Service Provider (at their sole discretion) attends a roadside assistance event and after initial inspection reasonably determines that:

  • the Vehicle has been participating in any form of motorsport;
  • the Driver has been engaged in unlawful activity or driving under the influence of alcohol or drugs;
  • the Vehicle has undergone Major Body Modifications; or
  • there is a perceived safety risk in the opinion of the Service Provider.

3.11 Natural Disasters/Industrial Disputes

The Service Provider reserves the right to alter and/or offer alternative assistance where a natural disaster (such as a flood, storm or fire) or an industrial dispute places extraordinary demands on the provision of Service. Where a Disabled Vehicle cannot be reached, for example due to a natural disaster or an industrial dispute, the Service Provider will attempt to provide whatever alternative assistance is practicable under the circumstances. Any such assistance will be at the discretion of the Service Provider and will not be unreasonably withheld.

3.12 Collision / Accident

Vehicles which have been damaged as a result of a collision or impact with any object, whether caused by mechanical breakdown or for any other reason (including fire), or any other incident generally covered by motor vehicle insurance, will not be provided with Service. However, towing assistance can be arranged by the Service Provider, at its sole discretion, or where the Service Provider is unable to provide towing services, a tow can be arranged by an alternative towing provider at the Driver's expense. The Driver may be entitled to Personal Incident Management Services outlined in clause 3.20 of these terms and conditions.

3.13 Home Assistance

Service will be provided for Vehicles at the Home address in the same way as at roadside. However, during times of peak demand, 'at roadside' calls will be given priority over that of 'at Home' calls for assistance.

3.14 Unattended Vehicles

Vehicles which are found to be unattended will not receive Service under any circumstance. The Owner or the Driver must wait with the Vehicle until the Service Provider arrives. Where the Owner has elected an authorised representative, this representative must hold a current motor vehicle driver's licence in case the Vehicle is required to be moved.

Where the Vehicle is found to be unattended, and should high demand or any other circumstance inhibit the Service Provider in waiting, the roadside assistance job will be aborted. The Service Provider will use best endeavours to notify the Owner or the Driver if the roadside assistance job is aborted.

3.15 Attempted Repairs

Where the Service Provider attends a roadside assistance event and after initial inspection reasonably considers a third party attempt to repair the Vehicle has occurred and caused damage and where the Vehicle cannot be started or driven without further risk of damage, Service may be refused. Towing may be arranged under this circumstance at the Driver's expense.

3.16 Cargo

We will accept no responsibility under any circumstances for the security and/or any loss associated with a Disabled Vehicle's cargo which may result from delays in providing the Service.

3.17 Neglect and/or Abuse

We will not be responsible for additional or increased costs and expenses as a result of the following:

  1. product abuse or neglect by the Owner/Driver of a Vehicle which will be at the Driver's expense; or
  2. repeated incidents by an Owner/Driver of a similar nature in which it can be reasonably determined that the frequency and/or type of incident is as a result of the Owner/Driver negligence will be at the Driver's expense.

3.18 Repair Costs

We will not be responsible for any costs in relation to parts or any other associated costs for the repair of the Vehicle, other than minor Breakdown repairs to facilitate the immediate Mobilisation of the Vehicle.

3.19 Vehicles in Dealer Care

Whilst the Vehicle is in the care of a Dealer, the Services (other than Personal Incident Management Services outlined in clause 3.20 of these terms and conditions) will not be provided.

3.20 Personal Incident Management Services

Additional Personal Incident Management ("PIM") Services benefits (subject to financial limits) are available to the Driver and up to four passengers if your Vehicle has a Breakdown, is Stolen, is involved in an Accident or you require medical repatriation support when you are more than 100 kilometres from the Vehicle's Home address and your Vehicle cannot be Mobilised/repaired within 24 hours. These benefits are only provided until your Vehicle is repaired and Mobilised.

The PIM Services will be provided without limitation to the number of incidents for the Driver and passengers of a Vehicle providing the total claims amount per Vehicle does not exceed:

  • up to $1,100 (including GST) per annum to cover Accommodation, Car Rental, Vehicle Recovery, Alternative Transportation and Metropolitan Taxi Fare (combined); and
  • up to $5,000 (including GST) per annum cover for medical repatriation.
  1. Accommodation

    If your Vehicle has a Breakdown, is Stolen or is involved in an Accident more than 100 kilometres from your Home and cannot be Mobilised/repaired within 24 hours, we will provide you with up to three (3) nights' accommodation, to the value of $132 (including GST) room cost per night, where your Vehicle can be repaired locally within three (3) days. Any costs above this limit will be at the Driver's and/or the passengers' expense.

  2. Car Rental

    If your Vehicle has a Breakdown, is Stolen or is involved in an Accident more than 100 kilometres from your Home and cannot be Mobilised/repaired within 24 hours, in conjunction with the local Accommodation, we will provide you with car rental for up to 3 days to a limit of $110 (including GST) per day.

    Alternatively, where Accommodation benefits are not claimed by you, we will provide you with car rental for up to 5 days to a maximum value of $110 (including GST) per day.

    Car rental arrangements are subject to any conditions imposed by the car rental company and exclude all fuel costs, insurance, any excess or insurance waivers, tax and/or stamp duty charges, any excess kilometre charges, any traffic infringements, any damage to Vehicle or any (rental vehicle) relocation fees. These charges will be at the expense of the Driver. The Driver must meet the hire car rental criteria.

  3. Alternative Transportation

    If your Vehicle has a Breakdown, is Stolen or is involved in an Accident more than 100 kilometres from your Home and cannot be Mobilised/repaired within 24 hours, if you prefer or a rental car is unavailable, we will provide the Driver and up to 4 passengers alternative transport up to the value of $330 (including GST) when accommodation benefits are claimed, or up to $550 (including GST) if accommodation benefits are not claimed.

  4. Vehicle Recovery

    If your Vehicle has a Breakdown, is Stolen or is involved in an Accident more than 100 kilometres from your Home and cannot be repaired locally or within 3 days, your Vehicle can be recovered to a Dealer, the Owners or Drivers home address or intended destination anywhere within Australia.

  5. Medical Repatriation Support

    Medical repatriation will be provided for you and/or any of your passenger(s) should you or they become unexpectedly ill or injured whilst motoring and require hospitalisation for more than 3 days, when your Vehicle has a Breakdown, is Stolen or is involved in an Accident more than 100 kilometres from your Home. Where the injured person requests and, with the consent of the treating doctor, the patient will be repatriated to a medical facility closer to the patient's home address where ongoing medical care can be provided. For medical repatriation, the claim limit for benefits is $5,000 (including GST) per annum.

3.21 General Exclusions

The Service and benefits of these terms and conditions do not apply in the following circumstances:

  1. your Vehicle is unregistered;
  2. some benefits may not be applicable if your Vehicle is being operated as a taxi, limousine, rental or hire vehicle;
  3. breakdown caused by fitting of non-genuine manufacturer's parts or accessories; or
  4. excessive use due to lack of regular preventative Vehicle maintenance, owner/Driver related faults or failure to rectify any recurring faults.

4. OTHER IMPORTANT INFORMATION

4.1 Transferability of Cover

Isuzu UTE Roadside Assistance Program is linked to the Vehicle Identification Number (VIN) of your Vehicle. Therefore, on sale of the Vehicle/change of Owner, Isuzu UTE Roadside Assistance benefits are transferred to the new registered Owner/Driver.

4.2 Cancellation of Cover

If you choose to cancel your Isuzu UTE Roadside Assistance membership before your membership ends, no pro rata refunds will be given to you.

4.3 If you are an Auto Club Member Already

If you are an existing member of a participating local Motoring Club, for a small fee you can bring your benefits with you as part of your Isuzu UTE Roadside Assistance membership. This option allows you to get continued access to insurance products, travel and touring services, membership maps and publications offered by your local Motoring Organisation. And at the end of your Isuzu UTE Roadside Assistance membership, your time spent with us will be carried over and count towards your years of service if you resume your roadside membership with your local Motoring Club without the cost of the normal joining fee. For further information regarding the benefits and costs of suspending your Auto Club membership, please call your local Auto Club on 1800 999 909 (Mon-Fri during business hours).

Note: Auto Club membership suspension option is not available in South Australia or Northern Territory.

4.4 Privacy

Your personal information is initially collected by Dealers and disclosed to Isuzu UTE and Assist Australia to enable us to administer and provide you with roadside assistance, including arranging Services to be supplied to you by third parties where appropriate. Isuzu UTE and Assist Australia may also collect personal information directly from you and exchange your personal information with Dealers, the Australian Auto Clubs, our related bodies corporate, agents and contractors (such as call centre and information technology providers) for these purposes and any other purpose you have consented to or as authorised by law. If you provide personal information about another person to us or our agents or contractors, you warrant that this information is provided with the consent of the individual concerned and that you have the authority to act on their behalf. We may also use your information for marketing purposes, associated program planning, product development and research purpose. If at any time you no longer wish to receive marketing material from us, please contact us on 1300 147 898 or use our website contact form at https://www.isuzuute.com.au/about-us/contact-us.aspx.

For more information about how Isuzu UTE or Assist Australia approach privacy, how you can gain access to or seek correction of personal information that Isuzu UTE or Assist Australia holds about you please read our Privacy Policy (available at www.isuzuute.com.au and www.assistaustralia.com.au) or contact Isuzu UTE on the number and email above or Assist Australia by email at privacy@theamsgroup.com.au. Our Privacy Policy also contains information about how you can make a privacy complaint and how Isuzu UTE and Assist Australia will deal with it.