TOYOTA Full Service Lease Roadside Assist User Guide
- June 1, 2024
- Toyota
Table of Contents
TOYOTA Full Service Lease Roadside Assist
Specifications:
- Product Name: Full-Service Lease Roadside Assist Guide
- Coverage: Australia-wide assistance
- Service Provider: Toyota Finance
- Contact Number: 1800 817 683
Product Usage Instructions
Roadside Assistance:
Once you experience a breakdown, follow these steps:
- Call 1800 817 683 for assistance.
- A customer service assistant will diagnose the issue.
- If necessary, a service provider will be dispatched to rectify the problem.
Services Provided:
The Full-Service Lease Roadside Assist covers the following services:
- Flat or faulty batteries: Replacement battery costs may apply.
- Electric Vehicle Charging: Assistance for charging or towing to the nearest charging station.
- Fuel: Provision of free fuel or transport to refuelling facility. Incorrect fuel type handling included.
- Flat tyres: Changing flat tyres or transporting them to a tyre outlet or servicing dealer.
FAQ:
-
Commonly Used Words or Expressions:
-
Accident:
An impact, collision, theft, or break-in involving your Vehicle. -
Authorised Repairer:
A repairer nominated and authorized by Toyota Finance. -
Breakdown:
Vehicle immobilized or unsafe to drive.
-
INTRODUCTION
This guide explains your Roadside Assistance cover for your Full-Service Lease.
Australia-wide assistance for your peace of mind
Your Full-Service Lease Roadside Assist provides you with the confidence of
knowing if a Breakdown occurs, you’ll be back on the road as soon as possible.
Reliable help is only a phone call away
Simply call 1800 817 683, 24 hours a day, seven days a week from anywhere in
Australia, and we’ll be there to lend a hand. Get peace of mind, with your
Full-Service Lease Roadside Assist, you will have support should you need it.
Help us help you
To ensure we provide you with the best possible care, please try to have the
following information available when calling us:
- Your name and location
- Your Vehicle rego
- Description of the problem
- A contact phone number, where possible
COMMONLY USED WORDS OR EXPRESSIONS
When reading through this Guide, please remember the following words all have a specific meaning.
- Accident means an impact or collision involving your Vehicle, or a theft, attempted theft or break-in of your Vehicle.
- Authorised Repairer means a repairer that is nominated and authorised by us. This also may include a Dealer.
- Breakdown means that your Vehicle is immobilised or unsafe to drive due to:
- a mechanical or electrical fault
- a flat tyre or flat or faulty battery
- running out of fuel
- the keys being lost or locked inside your Vehicle.
- Dealer means the Dealer, service facility or provider nominated by us.
- Electric means a vehicle that is powered by electricity rather than liquid fuels.
- Home means your Home or business address registered by you on the Full-Service Lease Contract.
- Theft means any theft or attempted theft causing damage to your Vehicle.
- Vehicle means the motor vehicle listed on your Full-Service Lease contract.
- We, Us and Our means Toyota Finance, a division of Toyota Finance Australia Limited ABN 48 002 435 181, AFSL and Australian Credit Licence 392536.
- You or Your means the person who is listed as the customer on the Full-Service Lease contract.
YOUR FULL-SERVICE LEASE ROADSIDE ASSIST
Roadside Assistance
Once we have received a call, a customer service assistant will diagnose the
problem and, where necessary, dispatch a service provider to the vehicle to
rectify any of the following:
Flat or faulty batteries
- Test batteries
- Jump start flat batteries
- Coordinate or arrange battery replacement.
Toyota Finance may pass on the cost of the replacement battery where applicable.
Electric Vehicle charging
If your Electric Vehicle runs out of charge, we’ll send out a vehicle equipped
with
a charger and provide enough charge for you to safely drive to the nearest
accessible Electric vehicle charging station. If we are unable to safely
charge your Electric Vehicle or if it will be faster to have your vehicle
towed, then we will arrange for your vehicle to be towed to the nearest
accessible charging station.
Emergency fuel – petrol/diesel
We will either provide enough ‘free’ fuel for the customer to travel to the
nearest available refuelling facility, or transport the vehicle to the nearest
refuelling facility. Where the vehicle has been refuelled with the incorrect
fuel type, we will transport the vehicle to the nearest manufacturer’s dealer
or authorised servicing dealer.
Flat tyres
We will change a flat tyre with the vehicle’s serviceable spare tyre or, if
necessary, transport the vehicle to an approved tyre outlet or authorised
servicing dealer, whichever is the nearest. We are only liable to replace a
flat tyre with the vehicle’s serviceable spare or transport the vehicle to an
approved tyre outlet or authorised servicing dealer. Should additional
services be required beyond this, due to multiple flat tyres, spare tyre being
unserviceable, replacement wheel studs/nuts not being available or locking
wheel nut key not available, these services would be at the customer’s cost
and must be paid to the attending service provider.
Bogged vehicles
The service provider will attend and recover the customer’s vehicle from a
bogged situation, provided that access is available to conventional two-wheel
drive recovery vehicles and no other specialist equipment is necessary.
General roadside assistance
Toyota Finance will not be responsible for costs in relation to parts, or
other associated costs for the repair of the vehicle, other than minor
breakdown repairs to facilitate the immediate roadside mobilisation of the
vehicle.
Emergency vehicle access/replacement locking mechanism
If a vehicle’s keys have been lost or locked in a vehicle, we will provide all
reasonable assistance (subject to proof of ownership being shown) to:
- Locate and deliver a spare key
- Arrange for the customer to retrieve a spare key if more practical, or
- Gain access to the vehicle under the conditions below
We will attempt to gain access only after the customer’s consent is obtained. We will not be responsible for any damage incurred or for any repair costs resulting from gaining access or attempting to gain access to the vehicle, or moving the vehicle whilst locked, except where arising from the negligence or wilful and wrongful act, or omission of Toyota Finance or the service provider. In situations where the key is not available, the vehicle is to be transported to an authorised servicing dealer, where the appropriate entry methods will be adopted. A value limit of $150 (including GST) will apply to this service. All additional costs above the limit will be the responsibility of the customer. If the vehicle cannot be mobilised, the vehicle will be transported to the nearest dealer or authorised service facility as nominated by us.
Telephone operator assistance
We will provide over-the-phone diagnosis and customer assistance to enable
vehicle mobilisation where possible, along with advice in relation to the
operation of the vehicle.
Towing/transportation
If the vehicle cannot be mobilised at the breakdown, it will be transported to
the nearest manufacturer’s dealer or authorised servicing dealer where repairs
may be completed. If the breakdown has occurred after hours, the vehicle will
be stored at a secure facility and delivery will be made the morning of the
next working day. If the vehicle is immobilised and has a registered caravan
or trailer attached, it will also be recovered from the roadside and
transported to the nearest convenient safe location or to the dealer that is
in receipt of the towed vehicle. Whilst transportation of the vehicle will be
carried out by an ‘all-up’ method wherever possible (i.e. tilt tray
transporter or trailer, the caravan or trailer may be towed by the attending
recovery vehicle). A value limit of $100 (including GST) applies in respect of
any caravans or trailers. Any amount charged in excess of this limit is the
responsibility of the customer.
Taxi
If a vehicle cannot be mobilised due to a breakdown, and needs to be
transported to the nearest authorised client dealer, we will provide one taxi
ride, to a maximum value of $50 (including GST) per breakdown, to enable the
vehicle occupants to continue their journey to the nearest town, or within the
city where the breakdown has occurred.
Emergency message relay
As a result of a breakdown or accident, urgent messages will be relayed by
Toyota Finance to family, friends or business associates of the customer.
Accident coordination/theft
Toyota Finance will arrange towing to an authorised servicing dealer. We will
also advise of the appropriate information to obtain from all other parties
involved in the accident and whether an ambulance, police or the fire brigade
need to attend the scene. If the vehicle is stolen, we will assist in
arranging alternative transport for the customer. Services provided due to an
accident or theft are at the customer’s cost.
Rental vehicle
If the vehicle breaks down and a rental car is required, we will refer the
customer to the leasing maintenance department.
Medical assistance
Urgent medical advice (provided by a suitably qualified person) is available
to customers. Medical advice will also be extended to any direct family
member, either travelling with the customer or remaining at home whilst the
customer is travelling. All costs incurred are the customer’s responsibility.
Legal advice
Telephone legal advice is available on matters arising from the use or
ownership of the vehicle. Legal advice does not extend to written advice, the
preparation of briefs or personal interviews.
Travel arrangements
Following a vehicle breakdown or accident, we will provide assistance with
cancellation and rebooking of any pre-organised travel arrangements, including
accommodation and flight reservations. Costs associated
with cancellation and rebooking are at the customer’s expense.
Exclusions and limitations
Toyota Finance will not be responsible for any additional or increased costs
and expenses incurred as a result of:
- a. Service campaigns by a vehicle manufacturer
- b. Service calls due to authorised servicing dealer fault (e.g. attending breakdowns within the dealer’s sales or service area for faulty workmanship by the authorised servicing dealer)
- c. Recognised vehicle faults
- d. Vehicle recalls
- e. Warrantable defects or vehicle problems that result in an increase in incident rates that is 5% above the incident rate incurred during the 11 months prior (taking into account any change to the number of vehicles under this agreement in each period).
Except to the extent caused by the negligent or wilful and wrongful acts or omissions of Toyota Finance or its agents or service providers, we are not required to provide the services and will not be responsible for any costs and expenses incurred as a result of:
- a. The vehicle being unregistered or unroadworthy
- b. The vehicle being outside the service areas
- c. The vehicle being unattended
- d. The vehicle being involved in or connected to any form of motorsports (including driving on a racetrack or competing in organised road or off-road rallies)
- e. Vehicle abuse or neglect by the customer (as reasonably determined by Toyota Finance or Toyota Finance’s nominated provider)
- f. The customer failed to use reasonable care with the vehicle
- g. Failure by the customer to conduct regular preventative vehicle maintenance or provision of inappropriate repair or maintenance to the vehicle
- h. Repeated service calls due to customer-related faults
- i. Failure by the customer to comply with any instructions or directions provided with or attached to the vehicle
- j. Accident damage, classified as impact or collision of any nature, an attempted or successful threat to, or break-in of the vehicle, excluding the provision of (and cost of providing) accident-related services specified in Schedule 2
- k. Failure by the customer to comply with instructions reasonably provided by either party
- l. Failure by the customer to comply with any applicable road laws or regulations
- m. Vehicle breakdown due to a natural disaster such as, but not limited to, flooding or bushfires
Any provider costs outside of service inclusions will be recharged.
OTHER IMPORTANT INFORMATION
This information outlines the benefits and services available as part of the Toyota Finance Full-Service Lease Roadside Assist membership. This membership is not an insurance contract, vehicle extended warranty contract or personal injury contract. However, consumer guarantees and warranties as provided for in Australian Consumer Law are paramount. Despite anything contained in this Guide, the Australian Consumer Law (ACL) gives you statutory rights including guarantees and remedies that cannot be excluded or modified by this Guide. The ACL guarantees and remedies include (depending on the type of failure, fault, or defect) repair or replacement, a refund, compensation for reasonably foreseeable loss or damage, or a resupply of services if the goods or services do not meet the standards required by the Australian Consumer Law.
Contact details
For information regarding your Full-Service Lease:
T: 1800 281 123
E: fsl@toyotafinance.com.au
W: toyota.com.au/car-finance/full-service-lease
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