Frequently Asked Questions
Get Help Now
Can I get immediate help now?
Yes! Make an assistance request via our web app on your mobile phone. You can monitor the progress of your assistance request and will receive an SMS to confirm your provider is on their way. Get help now.
What are the current assistance provider and towing response times?
Our Australia-wide assistance provider response times are 1-1.5 hours for flat battery, flat tyre, fuel delivery assistance requests during non-peak hours. Vehicle towing requests are expected to be be 1-2 hours. Our assistance providers will contact you to advise of any additional delays.
When should I expect a response from a provider?
It should take no longer than 15 minutes to match you with an assistance provider. Once matched you will receive an SMS with confirmation that a provider is on their way to your location. If our providers are occupied and unable to process your request, you will be notified within 15 minutes. Any payments will be fully refunded.
Can I request assistance at a specified time?
Road Angels is an on-demand roadside assistance service and provides immediate assistance when you need it. This means that we cannot pre-book an assistance. However, you can request assistance at the time you require it and we will dispatch an assistance provider immediately. Once your assistance is requested and dispatched, you will not be able to change the time or location.
How it Works
How do I request roadside assistance with Road Angels?
Simply click the Get Help button to request assistance. You will then be guided through our online web app and once complete, appropriate help will be dispatched via a one-time, call out fee. The entire process is super easy.
What services does Road Angels provide?
Road Angels provides services 24 hours a day, 7 days a week, 365 days a year across mainland Australia, Tasmania, Phillip Island. Our services include replacing flat tires (with your spare), jumping or replacing flat batteries and the delivery of appropriate fuel when your tank is empty. If your problem is more involved, we offer a towing service to your nearest mechanic within 10km of your location. We do not service lockouts or motorcycles. Get help now.
What happens when I make a request?
Once your assistance request has been made via our online web app, you will be matched with an appropriate service provider close to your location. When your provider is on their way, you will be notified in our web app and SMS. Please remain safely with your car at all times. If our provider arrives at the scene of the breakdown and your car is unattended or you do not have keys with you, we will be unable to carry out any work and our call out fee will still apply.
What happens after I’ve been helped?
Once your provider has arrived and helped you back onto the road, simply shake their hand and drive away. There’s no messy paperwork to sign, or payments to be made – everything is handled within our online web app.
Can I leave my vehicle?
Once you have made an assistance request, please stay with your vehicle until your assistance provider arrives. If you are not at your vehicle or your provider is not able to contact you, they will not be able to provide assistance and our call out fee will still apply.
What happens if I change my vehicle location?
Your vehicle must remain at the location specified when you make your assistance request. If you are not at this location, your provider wlll attempt to contact you and travel to the location. If they are not be able to locate you, they may need to move onto another assistance call out, subject to demand. Charges may still apply for your call out request.
What if my vehicle needs assistance on a freeway, motorway or highway?
Unfortunately, we are unable to provide assistance for vehicles on a freeway, motorway or highway. This restriction is specified on the website when you select your location.
What if my vehicle is parked off street or in an undercover parking lot?
Please ensure that you enter your phone number and address correctly, as your assistance provider may not be able to see your vehicle if it is parked off street or undercover. You can also advise of your vehicle’s location in the description box when you make an assistance request. If a provider cannot see your vehicle, they will call to confirm your location. If your contact or location details are incorrect, your provider may attempt to travel to your location and a callout fee will still apply.
What if my vehicle is locked and not accessible with my keys?
Your vehicle must be able to be unlocked with your keys for an assistance provider to help. If you are unable to unlock your vehicle, we recommend requesting a tow to your nearest mechanic or contacting a locksmith to repair your lock. If you request a call out and your vehicle is inaccessible due to a malfunctioning lock or microchip issue, you may still be charged for a call out when your assistance provider arrives on site.
How do I specify my location and track my assistance provider?
When requesting assistance on your mobile phone, our website will attempt to auto-detect your location and help you speed up the assistance process. We provide the ability for you to adjust the location or enter it manually to confirm the location is correct. Once your assistance is requested and an assistance provider is dispatched, we offer the ability for you to see your assistance provider’s location and estimated arrival. Please note that this feature requires a stable mobile internet connection and is not available for all assistance providers. Internet connectivity is subject to your mobile device and 4G availability in your location.
Selecting Your Vehicle Issue
What if I am unsure what my vehicle problem is?
Please ensure you choose the appropriate issue when making a request, as we will dispatch a qualified assistance provider for your issue and charge for the call out. If you are unsure of your problem, or if it is outside of the battery, tyre and fuel delivery services, you will need to select our towing option. This will allow you to get your vehicle transported to your nearest mechanic for a comprehensive diagnosis and solution. Get help now.
What if I select a vehicle problem and it is not the issue I specified?
Road Angels provides services for flat batteries, flat tyres and fuel delivery. If you have specified an incorrect issue, our assistance providers will attempt to assist where possible, but we cannot provide services outside of these issues and you will be charged for the call out. If you are unsure of your problem, please select the towing option and your vehicle can be towed to a mechanic of your choice, for a full resolution.
What if my vehicle is an EV battery powered vehicle?
Road Angels does not currently provide services for EVs.
Do you provide vehicle unlocking services?
Road Angels does not provide vehicle unlocking services. If your vehicle is locked and inaccessible, you can request a tow to your mechanic or dealership for assistance. Please note, if you request assistance and your vehicle is unable to be unlocked, you may still be charged for your assistance call out.
Is there a joining fee?
Road Angels has no joining fees and no ongoing subscription fees. When you need assistance, simply make a request via our web app and we’ll help you out immediately for a one time call out fee.
How do I pay for my Road Angels service?
Payment for a roadside assistance call out and is made via credit card, through our website. Once you have submitted your details, a skilled assistance provider will be automatically dispatched to assist you. Road Angels charges a once off call out fee.
How secure is the Road Angels payment gateway?
All payment information storage and processing is performed by Braintree, a PayPal company. Your payment details are completely secure with full PCI compliance when using the Road Angels web app.
Cancellation & Availability
What happens if I want to cancel an assistance request?
Once your technician has been requested, you will not be able to cancel your request and we will initiate a one time fee for your assistance call out. Please remain with your vehicle until your technician arrives, as you will still incur a call out fee if you have booked an assistance request and are not present at your vehicle. Please see our Terms and Conditions for further information.
What happens if I receive a message that no assistance providers are available to assist?
If you have made an assistance request and receive a message that our providers are unable to assist, your assistance request will be automatically cancelled and no funds will be removed from your account. This means that our transaction will be automatically voided by your bank and removed from your statement within 3-4 business days. Please note, this is an automated process and no funds are removed from your account. It will not be listed as a refund as the line item will be removed from your statement by your bank.
Flat Batteries & Replacement
What is the process when I have a flat battery?
When you make an assistance request for a flat battery, our assistance provider will peform a battery diagnosis and attempt to recharge your battery where possible. If your battery has insufficient charge, they may recommend a battery replacement at an additional cost.
Will I need to visit my dealer after I change my battery?
Some vehicles may require a dealer to reset your vehicle settings after replacing a battery, to restore functionality and services. This is a standard procedure and is based on that the power to your vehicle’s computer has been disabled during the battery change over. Your assistance provider will recommend if this is required.
Flat Tyre Assistance
Is there anything I need to do before requesting flat tyre assistance?
Please check the condition of your spare tyre before requesting assistance, as your replacement tyre will need to roadworthy. If you have not checked the roadworthiness or air pressure of your spare tyre for some time, your tyre can develop issues and may not be able to be inflated. If you are unsure about the condition, we recommend selecting the towing option to your nearest tyre specialist for further assistance. Get help now.
Can I request flat tyre assistance if I have multiple flat tyres?
Please select the towing option if you have have two or more flat tyres as we are not able to replace multiple tyres. Note that we cannot tow vehicles that have been in an accident.
How do I request assistance if my vehicle does not carry a spare tyre?
If your vehicle does not have a spare tyre and you require tyre assistance, please select the towing option.
My tyre or a related component such as the screws are damaged
If your tyres or tyre screws have been damaged, our assistance provider will not be able to remove or replace your tyres. You will need to select our towing option to your nearest mechanic or dealership.
Can you remove a tyre with security lock nuts without the original key tool?
If you have custom wheels on your vehicle with security lock nuts, we will require the original key tool for us to remove your tyre. If you do not have the tool, please request a tow to your nearest mechanic or dealership. We recommend that you call them in advance to confirm they have the ability to remove custom lock nuts, as not all mechanics or dealers will provide this service.
Towing & Replacement Parts
How does it work?
When you request a tow, you can specify the location of a mechanic or dealership to diagnose and resolve issues that fall outside of our standard services. This option is also preferable if you are unsure of your vehicle’s issue. Please note that a towing provider will only be able to tow your vehicle and will not provide other assistance services. Get help now.
Can I request towing for more than 10kms?
We provide towing for up to 10kms under our flat pricing structure. Our web app allows you to specify a location and destination within 10kms. We do not provide towing for distances greater than 10kms.
Can I change my towing destination after i’ve booked it?
Once you have selected your towing destination and requested assistance, it will be locked in for the call out and cannot be changed. Please check your destination carefully before you confirm your request as an incorrect destination will still incur a call out fee and cannot be modified.
Can I receive towing if my car is located in an underground, undercover or multi-level car park?
We cannot provide towing from underground, undercover or multi-level car parks, as standard towing vehicles will not be able to access these locations.
I need replacement parts for my vehicle
If your vehicle requires replacement parts or your vehicle issue is outside of our standard services, we recommend towing to the nearest mechanic.
What if my vehicle is on a hill or not easily accessed?
When requesting towing, please ensure your vehicle is not on a steep incline and features adequate road space for a towing provider to park nearby. If you are unsure if a tow truck can assist, please contact us prior to making your request as our call out fee may still apply if our towing provider arrives on site and there is no clear access.
Trailers & Caravans
Can you change a flat tire on my trailer or horse float?
Road Angels can replace a flat tyre with your spare, on a standard caravan or car trailer. We are unable to change tyres for horse floats.
Can you tow a trailer or horse float?
Unfortunately, we cannot provide towing for trailers or horse floats.
Damage or Accidents
My vehicle was in an accident or has been damaged
Please note that we are unable to assist or tow vehicles in an accident. You will need to contact road traffic authorities to have your vehicle removed from an accident scene.
Why am I unable to detect my location?
When making an assistance request, our web app will automatically detect your location via your mobile phone. If you are experiencing issues, you may need to enable the location services setting on your mobile phone.