Frequently Asked Questions
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. The entire process is super easy.
What services does Road Angels provide?
Road Angels provides all basic roadside assistance services – replacing flat tires (with your spare), jumping or replacing flat batteries and the delivery of appropriate fuel when your tank is empty. When your problem is more involved, we offer a towing service to the nearest repairer within 10km of your location. We do not currently service lockouts, but hope to in future.
What if I am unsure what my vehicle problem is?
Road Angels provides services for flat batteries, flat tyres, fuel delivery and towing. If you are unsure of your issue, we recommend selecting the closest issue and providing as much description as possible when you create the assistance request using our web app. Alternatively, you can also request a tow to your nearest mechanic so they can assess and fix the problem.
Which areas of Australia do Road Angels provide service?
Road Angels provides services 24 hours a day, 7 days a week, 365 days a year across mainland Australia, Tasmania, Phillip Island and any other area that is trafficable by a two-wheel drive recovery vehicle. If your vehicle is in a remote location, we recommend that you contact us via our contact form, to ensure that our assistance providers can provide adequate coverage in this area.
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 or via 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. Payment will be required for any subsequent service.
When should I expect a response from a provider?
It should take no longer than 15 minutes to match you with a 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 within 15 minutes, you will be notified immediately. Any payment will be fully refunded.
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.
Is there a joining fee?
Road Angels has zero 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.
How do I pay for my Road Angels service?
Payments are made within our online web app via credit card. Payment guarantees that appropriate assistance will be dispatched and assumes the information you have provided is correct.
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.
What happens if I want to cancel an assistance request?
Please consider carefully before confirming your assistance request as this action will lead to the dispatch of a highly skilled technician to your side. Once a service provider has been dispatched to your location, you will not be able to cancel your request. Please see our Terms and Conditions for further information.
Towing & Replacement Parts
How far can I have my vehicle towed?
We provide towing for up to 10kms under our single flat pricing structure. When using our app to enter your location and towing destination, the distance between the two points will be automatically calculated. Towing for distances greater than 10kms is not currently provided.
Can I receive towing if my car is located in an underground, undercover or multi-level car park?
Unfortunately, we cannot provide towing from underground, undercover or multi-level car parks, as this requires specialised towing vehicles.
I need replacement parts for my vehicle
If your vehicle requires replacement parts or the problem is more involved, we recommend towing to the nearest repairer within 10Km. This will be best course of action to getting your vehicle back on the road as quickly as possible.
Trailers & Caravans
Can you change a flat tire on my trailer?
Road Angels can replace a flat tire with your spare, on your caravan or trailer. Please note, we are currently unable to provide towing services for trailers and caravans.
Why am I unable to detect my location?
When making an assistance request, our intelligent web app automatically detects your location. If the location services setting is disabled on your mobile phone, you will receive a prompt to enable it. We recommend that this setting is active to receive the most efficient response. If you attempting to request assistance via a desktop PC, please switch to a mobile phone for optimal results.