RACV launches digital roadside assistance in app-first milestone

For the first time in RACV’s 100-year history of providing roadside assistance, members now have the option to access help digitally from wherever they are in Victoria.

RACV Members can now request Emergency Roadside Assistance directly through the RACV App, giving Victorians another way to get help when something goes wrong on the road, alongside RACV’s long-standing phone service.

The new digital capability allows motorists to request roadside help using their smartphone, with location captured automatically, membership and vehicle details pre-filled, issue selection built into the experience and live patrol tracking from booking to arrival for Melbourne-based callouts.

RACV responds to more than 800,000 Emergency Roadside Assistance callouts each year across Victoria, supporting motorists when their vehicle breaks down at home, on the road or away from familiar locations.

RACV General Manager Automotive Services Makarla Cole said the app-based option reflects what members have been telling RACV about how they want to access help.

“It’s essentially an Uber for your roadside assistance…As a leading provider of Emergency Roadside Assistance in Victoria, trusted by more than 1.4 million ERA members, RACV has a unique window into the changing needs of drivers on our roads,” Ms Cole said.

“When something goes wrong, people want to get help in a way that feels easiest in that moment. For some, that means speaking to someone on the phone and for others, it means using the app to let us know where they are and what’s happened.”

Ms Cole said the introduction of digital roadside assistance does not replace calling RACV for help.

“Members can still call RACV exactly as they always have. This is simply another option, giving people more choice in how they reach us, particularly if they are in an unfamiliar place or prefer to manage things through the app,” she said.

“While the experience is designed to feel straightforward for members, it connects multiple systems behind the scenes to help us get assistance to the right place as quickly as possible.”

The digital experience allows members to select or adjust their location using in-app mapping, choose the nature of their breakdown, and receive updates as their patrol is dispatched and arrives.

Early use has already included successful assistance requests away from home, highlighting how the option can support members wherever they need help across the state.

Ms Cole said the launch supports RACV’s long-term commitment to improving member experiences.

“This gives members more flexibility today, while also laying the foundations for future enhancements to roadside assistance and other digital services,” Ms Cole said.

The digital roadside assistance experience is available through the latest version of the RACV App on compatible devices. Members with automatic updates enabled will progressively receive access as the update rolls out.

Members can continue to request Emergency Roadside Assistance by phone if they are unable to use the app or prefer to speak with an RACV team member.

Additional Information

RACV provides Emergency Roadside Assistance across Victoria. When requesting assistance through the RACV App, members will be notified if their selected location is not suitable for a digital request, such as certain large shopping centres or restricted-access areas. In these cases, members are prompted to contact RACV by phone so assistance can be coordinated safely.

Emergency Roadside Assistance remains available by phone at all times for members who are unable to use the app or prefer to speak directly with an RACV team member.