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 if required, arrange a replacement battery under warranty or coordinate the supply of any battery outside the warranty period the cost of which you may be responsible for. 

If your vehicle runs out of fuel, we will provide sufficient petrol or diesel free of charge for you to travel to the nearest available refuelling facility. If you drive an LPG fuelled vehicle, we will tow your vehicle to the nearest refuelling facility, at your cost. If you drive an Electric vehicle, we will tow you to the nearest charging station. Please note, you may be required to pay for charging services.

If your vehicle experiences a flat tyre, we will establish if it is equipped with run flat safety tyres. If it is, we will provide support in accordance with run flat safety protocol. Otherwise, we will send assistance and attempt to mobilise your vehicle. Where mobilisation is not possible, we will tow your vehicle to the nearest tyre supplier, Authorised Mercedes-Benz Service Retailer, or preferred Authorised Mercedes-Benz Service Retailer within 50 kilometres of the incident (excludes the cost of any necessary replacement tyres).

If you lose your keys or lock them in your vehicle, we will either retrieve a spare key from your home or gain access to your vehicle, subject to proof of ownership or right to drive the vehicle. (Any costs for this service in excess of $170 inclusive of GST, labour, parts and taxes, will be charged to you).

If your vehicle cannot be successfully mobilised at the roadside or cannot be safely driven, it will be towed/transported to the nearest Authorised Mercedes-Benz Service Retailer, or your preferred Authorised Mercedes-Benz Service Retailer within 50 kilometres of the breakdown location. In cases of extreme distance, your vehicle may be transported to a suitably equipped service centre recommended by Mercedes-Benz Australia Pacific Pty Ltd.

Should you require it, where we have arranged towing of your vehicle as a result of a breakdown, we will provide you with one taxi ride to a maximum value of $200 (inclusive of GST) for Standard Road Care to help enable you to continue your journey to the nearest town or within the same city where the breakdown has occurred.

If your vehicle suffers a breakdown on any road including tollways where roadside assistance is legally under the control of a state or local authority, we will coordinate with that authority to have your vehicle towed to safety. Once in a safe location, Mercedes-Benz Road Care will be able to assist. Any costs incurred by external towing companies on such roads will be your responsibility.

Where it is safe to do so and at our discretion we will recover your vehicle from a bogged situation—such as in sand, snow, or mud—on a trafficable road. That is a public or private constructed road or driveway that is legally passable and safe for conventional two-wheel drive recovery vehicles. Road or driveway-related areas immediately adjoining the road or driveway itself, such as road shoulders, breakdown lanes, median and parking places are included.

Should specialist equipment and/or towing become necessary, or where the vehicle is off a constructed road or driveway, all additional costs above a standard call-out rate of $150 (inclusive of GST) will be your responsibility, unless your vehicle is covered under Premium Road Care. Under Premium Road Care, all costs associated with bogged vehicle recovery, including specialist equipment, are covered.

If your vehicle requires towing and is towing a caravan or trailer, we will move it to a safe location and arrange transportation to the same destination as the vehicle, provided the caravan or trailer can be safely towed by our passenger car transporter. If your caravan or trailer is too large or cannot be safely towed by our passenger car transporter, and a second tow truck is required to deliver service, the cost will be your responsibility.

It is your responsibility to inform our customer service assistant that your vehicle is towing a caravan or trailer prior to a service provider being dispatched to assist you. If you do not tell us, we may not be able to assist you, and if we do you will be responsible for any/all subsequent costs associated with the caravan or trailer towing.

This service does not extend to breakdown related matters associated with the caravan or trailer itself or caravan and trailer couplings where your vehicle is still mobile.

If you have a breakdown when you are more than 70km from home and your vehicle cannot be repaired on the same day, we will provide the following benefits:

1. Emergency Accommodation: We will provide up to 5 nights accommodation up to the value of $250 per night including GST, or $350 per night including GST for vehicles covered under Premium Road Care (room cost only) should you decide to remain with your vehicle while it is repaired locally. Any non-room charges or, amounts in excess of the limit will be solely borne by you. This entitlement cannot be used in conjunction with car rental and will stop once your vehicle has been repaired.

2. Rental Vehicle: We will provide a rental vehicle up to a limit of $1,000 including GST for vehicles covered under Standard Road Care and $1,500 including GST for vehicles covered under Premium Road Care, per breakdown. 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, any damage and any excess or insurance waivers on the rental vehicle. This entitlement cannot be used in conjunction with accommodation and will stop once your vehicle has been repaired.

3. Alternative Transportation: We will transport you and up to six of your passengers to your home or to your intended destination up to a maximum of $1,000 including GST, for vehicles covered under Standard Road Care, and $1,500 including GST for vehicles covered under Premium Road Care, per breakdown, should accommodation or a rental vehicle be unavailable. Any amounts charged in excess of this will be at your cost.

4. Vehicle Relocation: 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 Mercedes-Benz Service Retailer is greater than 70kms. Alternatively, return transport will be provided to enable the driver to collect the repaired vehicle. Where your vehicle is covered under Premium Road Care, we will relocate it to you regardless of the distance between you and the vehicle following repairs.

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.

We will provide, wherever possible, emergency assistance with cancellation and rebooking of any pre-booked travel arrangements, including accommodation and flight reservations.

Subject to availability, 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. This assistance can be limited or restricted in some situations. You will be responsible for all associated medical costs.