Chery Australia Roadside Assistance Policy
In the unlikely event that your Chery encounters a mechanical breakdown, you can benefit from our complimentary Chery Roadside Assistance Program. This service offers you total peace of mind 24 hours a day everyday Australia-wide*.
Chery Roadside Assistance is not just there to get you going again if your car breaks down. It is also there to assist with human-error mistakes like running out of fuel or locking your keys inside the car. Should you require roadside assistance, please call 18004CHERY(1800 424 379) and quote your vehicle’s registration number or the VIN number indicated on your vehicle’s compliance plate.
Enjoy total peace of mind with the Chery Roadside Assistance. The program may be valid 7** years from the first date of registration. Please note that some assistance is subject to specific monetary allowances and all decisions about the provision of benefits are at the discretion of the Chery Service Provider, Chery Roadside Assistance is currently provided through Assist Australia Pty Ltd. The following program explanation is not inclusive of all potential eventualities, and you are welcome to contact our Customer Care Team should you require more details or have any further questions. The contact number is 18004CHERY (1800 424 379) and the office hours are Monday to Friday, 8:30am to 5:00pm (EST).
*Excludes Fraser Island (QLD/TAS), Horn Island, Kangaroo Island, King Island, Moreton Island, Nhulunbuy, Thursday Island.
**First 12 months are gifted from the date of first registration, subsequent years extended for 12 months with every scheduled service at an authorised Chery dealer up to 84 months (7 years) of age.
PROGRAM SUMMARY
Events covered
- Mechanical Breakdowns
- Flat Tyres
- Flat Battery
- Locked In Keys
- Out of Fuel
Assistance
- Mechanical assistance at roadside
- Towing if your vehicle is unable to be mobilised at roadside
- Emergency fuel provision
- Change of tyre/wheels
- Replacement battery service
- Taxi fare
- Driver Mobility
- Accommodation
PROGRAM BENEFITS
Mechanical Related
The Chery Service Provider will attempt to rectify any non-collision or non-insurance related mechanical failures that have disabled the vehicle and made it unsafe or unable to be driven.
Non-Mechanical Related
The Chery Service Provider will attempt to assist your vehicle should it become disabled due to an automotive related (non-mechanical) incident as described below.
Wheels and Tyres
The Chery Service Provider will replace the 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, a tow to the nearest facility able to supply and/or repair the tyre/wheel will be provided at the driver’s expense. If the spare tyre is damaged or unmaintained, assistance can be arranged at driver’s expense.
Flat Battery
The Chery 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 it is determined that a new battery is required, the mobile delivery of a replacement battery will be arranged if available. Inside the battery warranty period, the costs will be at Chery’s expense, otherwise, the driver will be charged for the replacement battery. Where your vehicle cannot be mobilised at the roadside, a tow may be provided at Chery’s expense.
Lockout
Where your vehicle is unable to be accessed due to lost or locked in keys and where the Chery Service Provider is unable to arrange the pickup and delivery of the owner’s spare key, the Chery Service Provider will attempt to open your 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 Chery Service Provider and Chery from any liability should damage be caused by such entry.
Where necessary, a tow to an authorised Chery retailer will be arranged at Chery’s expense or were requested by the driver, the attendance of a locksmith can be arranged at the driver’s expense.
Out of Fuel (Not LPG)
Wherever possible, the attending Chery Service Provider will provide sufficient liquid fuel to enable the vehicle to be driven to the nearest service station. Where it is not possible or practical to provide liquid fuel, a tow will be provided to the nearest service station at the driver’s expense.
Towing
Where your vehicle cannot be made mobile at roadside, towing will be provided to the nearest authorised Chery retailer.
Caravan/Trailer Towing
In the event a Caravan or Trailer being towed by an eligible vehicle which has experienced a roadside breakdown and requires towing, a Tow to Safety may be provided from unsafe location on the road at Chery’s expense. Any additional or alternative towing requirements may be arranged at the driver’s expense.
Taxi Service
A taxi journey will be offered to the driver of your vehicle if the vehicle cannot be mobilised at roadside and where your vehicle has been cleared for towing by the Chery Service Provider. A taxi fare up to
$100 will be provided from the breakdown site.
Off-Road Assistance
Off-Road Assistance may be provided where a vehicle becomes bogged or disabled at the driver’s expense.
Customer Support Services
The following Customer Support Services may be provided should your vehicle meet the following criteria
1. The vehicle experiences
a. A (non-collision) mechanical fault
b. A (non-collision) non-mechanical automotive related driver fault
2. The vehicle is deemed un-drivable by the Chery Service Provider and towing to a repairer as been arranged
3. The Vehicle cannot be repaired and mobilised the same date.
Car Rental
Car Rental may be provided for up to five days should your vehicle become disabled under specified incident criteria where the vehicle is over 100km away from home and is disabled for more than 24 hours. Accommodation benefits will be managed on a case-by-case basis.
Car rental entitlements are subject to availability and cover the daily cost of the rental only. Benefits exclude excess kilometres, excess fuel, insurance excess fees, vehicle relocation fees and any deposit required. The Driver must also meet the car rental criteria.
Accommodation
Accommodation will be provided for up to five nights should your vehicle become disabled under specified incident criteria where the vehicle is over 100km away from home and is disabled for more than 24 hours. Accommodation benefits will be managed on a case-by-case basis.
Accommodation entitlements cover the cost of the room daily rental costs only. Benefits exclude any additional room surcharges or costs incurred by the driver.
PROGRAM CONDITIONS
Remote Areas
Where your vehicle breakdown occurs in a remote (sparsely populated) area, Chery Roadside Assistance will be provided by the Chery Service Provider. However, service delivery may be subject to lengthy delays as a result of the distance to the breakdown location, Chery Service Provider availability and accessibility.
Towing Limitations
Towing will only be provided for your vehicle weighing less than 3,500kg GVM at the time of breakdown. If your vehicle exceeds this limitation, towing will be offered at the driver’s expense.
Service Limitations
Chery Roadside Assistance services will be refused where the Chery Service Provider attends a roadside assistance call and under initial inspection reasonably determined that:
- the vehicle has been participating in any form of motor sport; or
- the driver has been engaged in unlawful activity or driving under the influence of alcohol or drugs; or
- the vehicle has undergone major body modifications; or
- There is a perceived safety risk in the opinion of the Chery Service
Trafficable Roads
Service will only be provided to vehicles disabled on constructed roads/driveways that are legally trafficable by conventional two-wheel drive vehicles and the towing/recovery vehicle (where required) as determined by the Chery Service Provider. There are exceptions for vehicles with an All-Wheel Drive configuration. (see Off-Road Assistance)
Vehicle Rescue
Where your vehicle becomes disabled off a legally trafficable road such as beaches, fields or creek beds, vehicle rescue may be arranged at the discretion of the Chery Service Provider at the driver’s expense.
Bogged Vehicle Recovery
Service will be provided to your vehicle if it is stranded on a trafficable road and no special equipment, such as power winches or extended cables, are required. Further assistance may be available to nominated vehicles with an All-Wheel Drive configuration.
Special Equipment
Should special equipment be necessary to effectively deliver service and/or where the Chery Service Provider has to return to their service facility to obtain this special equipment, there may be an additional cost involved which may be charged to the driver.
Natural Disasters/Industrial Disputes
Chery 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 your disabled vehicle cannot be reached, the Chery Service Provider will attempt to provide whatever alternative assistance is practicable under the circumstances. Any such assistance will be at the discretion of Chery and will not be unreasonably withheld.
Collision / Accident
Where your vehicle is damaged as a result of a collision/impact with any object, including mechanical failure, or for any other incident generally covered by motor vehicle insurance, the vehicle will not be provided with towing under this program. However, towing assistance can be arranged at the driver’s expense.
Home Assistance
Assistance for vehicles will be provided 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.
Unattended Vehicles
If your vehicle is found to be unattended, service will not be provided under any circumstance. The owner or the driver must wait with the vehicle until the Chery Service Provider arrives. Where the owner has elected an authorised representative to remain with the vehicle, this representative must hold a current motor vehicle driver’s licence in case it is necessary to move the vehicle.
Where your vehicle is found to be unattended and peak demand or any other circumstance inhibits the Chery Service Provider’s ability to wait, the roadside assistance job will be aborted. Any subsequent calls for service deemed by the Chery Service Provider to be for the same incident will be at the driver’s expense.
Attempted Repairs
Where the Chery Service Provider attends a roadside assistance call and under initial inspection reasonably considers a third party attempt to repair the vehicle has caused damage and the vehicle cannot be started or driven without further risk of damage, service may be refused. Any assistance under these circumstances would be at the driver’s expense.
Cargo
Chery and its service providers will accept no responsibility under any circumstances for security or loss associated with a disabled vehicle’s cargo which may result from delays in providing roadside assistance and/or towing.
Taxis
Taxis are exempt from services under this program. Service may be offered to a Taxi at the driver’s expense.
Neglect and/or Abuse
Chery will not be responsible for additional or increased costs and expenses as a result of the following:
- Additional costs resulting from product abuse or neglect by the owner/driver of a In these cases, assistance will be offered only at driver’s expense.
- 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 In these cases, Chery will suspend service to that owner/driver and shall notify all parties of this suspension within thirty days of receiving notification.
Repair Costs
Chery will not be responsible for any costs in relation to parts or any other associated costs for the repair of your vehicle, other than those specified by this program and the terms and conditions of the manufacturer’s warranty policies (both New Car and Extensions).
Vehicle in retailer Care
Where Chery is required to attend to a roadside breakdown while your vehicle is in the care of an authorised Chery retailer, the Services will be provided by Chery Roadside Assist at the expense of Chery.
PRIVACY STATEMENT
Your personal information is collected by Assist Australia Pty Ltd to enable us to administer and provide you with roadside assistance, including arranging services to be supplied to you by third parties where appropriate. Assist Australia may exchange your personal information with Chery, our roadside assistance contractors and our related bodies corporate, agents, sub-contractors and other service providers (such as call centre providers, towing operators, accident management providers, car rental companies 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.
For more information about how Assist Australia approaches privacy, please contact Privacy Officer at Assist Australia, Level 9, 459 Little Collins Street Melbourne VIC 3000 or by email
at privacy@theamsgroup.com.au or read our Privacy Policy (available at www.assistaustralia.com.au). Our Privacy Policy contains information about how you can gain access to or seek correction of personal information that Assist Australia holds about you. It also contains information about how you can make a privacy complaint and how Assist Australia will deal with it.
