Volkswagen Assist membership allows you to drive with the security that help is available any time of the day or night, Australia-wide*.
*Service area limits, other limits, exclusions and terms and conditions apply. See Terms and Conditions for details.
If our customer service assistant is unable to assist you over the telephone, we will dispatch a service provider who will arrange a minor roadside mechanical repair of your immobilised vehicle to facilitate the immediate mobilisation of the vehicle.
It does not include workshop repairs which may require diagnostic equipment, parts or repairs and does not include servicing of the vehicle. We will pay for the cost of items such as hose clamps, light bulbs, coolant top-ups, nuts, bolts and the like to get your vehicle back on the road.
Flat batteries can occur. If you find yourself immobilised with a battery problem, we will attend to your vehicle, test the battery for performance, jump-start the flat battery or coordinate a battery replacement if required. Should the battery still be covered under the warranty period, the battery replacement may be completed at no cost to you. However, if the battery is outside the warranty period or a non-genuine battery is used for the replacement, the cost of the replacement battery may be charged to you.
If your vehicle runs out of fuel, we will provide sufficient petrol, diesel or AdBlue (to a maximum of 10 litres) for you to travel to the nearest available petrol station. If you drive an LPG fuelled vehicle, we will tow your vehicle to the nearest petrol station, subject to the towing limits set out below. In the event that wrong fuel is added to the vehicle, towing to the nearest authorised repairer will be coordinated at your cost.
If you find yourself with a flat tyre, we will change it with the vehicle’s serviceable spare wheel. If your vehicle is not equipped with a spare wheel, we will transport the vehicle to an approved tyre outlet or authorised repairer, whichever is the nearest (subject to the towing limits). Should additional services be required beyond this due to multiple flat tyres, the spare tyre being unserviceable, replacement wheel studs/nuts not being available or locking wheel nut key not available, towing is provided at your cost.
If you lose your keys or lock them in your vehicle, we will provide all reasonable assistance (subject to proof of ownership shown) to:
- locate and deliver a spare key or
- arrange for the driver to retrieve the spare key, if this is more practical; or
- gain access to your vehicle (once a consent and indemnity form has been signed by you).
In all other situations where the key is not available, we will arrange to transport the vehicle to an authorised repairer, where the appropriate entry methods may be used. We will not be responsible for any damage incurred, or for any repair costs that result from gaining access to the vehicle or moving the vehicle while it is locked.
If your vehicle cannot be mobilised at the breakdown location, we will deliver your vehicle to either the nearest Volkswagen Group Australia dealer, or your preferred Volkswagen Dealer, up to 250km. If the breakdown has occurred after business hours, we will arrange for your vehicle to be stored at a secure facility and delivered to the authorised repairer the next working day.
If your vehicle cannot be mobilised due to a breakdown and must be transported to the nearest authorised repairer, we will provide multiple taxi rides within 24 hours to a maximum value of $150.00 (inc. GST) so you and your passengers can continue your journey to the nearest town or within the same city where the breakdown occurred.
If your vehicle is immobilised by a breakdown and you are more than 250 kilometres from your home, we will provide three (3) nights of accommodation up to the value of $150.00 (inc. GST) per night should you decide to remain with your vehicle while it is repaired locally, or if alternative transport is unavailable. In addition to three (3) nights of emergency accommodation, we will provide a rental vehicle for up to three (3) days to a value of $150.00 (inc. GST) per day should your vehicle be immobilised by a breakdown. Any amounts charged in excess of this limit will be at your cost. This benefit will stop once your vehicle has been repaired.
If your vehicle is immobilised by a breakdown, we will provide a rental vehicle for up to ten (10) days. Any amount charged in excess of this limit will be at your cost. You will be responsible for all fuel costs, toll charges, insurance excess reduction, excess kilometre charges, any traffic infringements, relocation fees, any damage and any excess or insurance waivers on the rental vehicle. Rental vehicle benefits cease on the day the vehicle has been repaired. Cannot be used in conjunction with Emergency Accommodation &/or Alternative Transportation.
Should hotel accommodation or a rental vehicle be unavailable following the immobilisation of your vehicle due to a breakdown and you are more than 250 kilometres from your home, we will transport you and your passengers to your home or to your intended destination.
Vehicle relocation will be provided where your vehicle has a breakdown more than 250 kilometres from your home and cannot be repaired on the same day. If you have left the vehicle to continue your journey, vehicle relocation will be provided to deliver the vehicle, once repaired, to your home or intended destination (whichever is the nearest) where the distance between you and the selected authorised repairer is greater than 100 kilometres. Alternatively, return transport will be provided to enable the driver to pick up the repaired vehicle.
Following an accident, we will coordinate towing arrangements and will also provide advice on accident procedures. If required, we will coordinate alternative transport to enable you to continue your journey. All accident towing and alternative transport costs are your responsibility.
(Note that these costs, subject to the payment of any excess, may be recoverable from your insurance company under an appropriate insurance policy)
Following a breakdown or accident, we will relay urgent messages to family, friends or business associates likely to be affected or concerned by the disruption or delay and/or provide advice on local transport options and alternatives.
Telephone legal advice is available from one of our preferred legal firms for preliminary advice on any matter involving the use or ownership of your vehicle. Advice is confidential and there are no consultation fees or telephone charges. It does not extend to written advice, preparation of briefs or personal interviews.
Should any unforeseen household emergency arise due to fire, flood, storm, earthquake or burglary, whilst travelling away from your home in your vehicle, we will arrange for the appropriate provider to attend the driver’s home and minimise further loss or damage and ensure personal safety. We will arrange the assistance, however, all repair costs, supervision and authorisation of repairs are your responsibility.
Urgent telephone medical advice provided by a qualified nurse or doctor is available 24 hours a day. Medical advice will also be extended to any direct family members if they are travelling with you or if they are at home while you are travelling. You will be responsible for all associated medical costs.