As the COVID-19 situation continues to evolve, we’re doing everything we can to maintain this support and keep each other safe and well.

On this page, we’ll keep you updated with the steps we're taking to respond to Victorian Government advice and what this means for you. Find more information about each of our products and services below.

How we’re helping Victorians

2020 has been a challenging year, so we have been doing as much as we can to support Victorians through this time.  

One of our proudest contributions has been preparing, packaging and delivering meals to provide food relief to vulnerable communities across the state.  

You can learn more about some of the other work we’ve been doing recently by reading the articles below.

Always on call

With safety measures in place and all precautions taken, our Emergency Roadside Assistance (ERA) and Emergency Home Assist (EHA) teams are still on call to respond to emergency call outs that happen on the road and in the home.  

Members with a subscription to ERA and EHA can rest assured knowing we haven't increased subscription prices this year. To find out how we facilitate these services, see:

Keeping each other safe

We’ve put a variety of public health and physical distancing measures in place across RACV locations we’ve been able to keep open, and when we provide services on the road or in your home to ensure the continued wellbeing of our community.

 

Physical distancing

We’ve introduced floor markings and capacity limits. Our trades and emergency response teams will also maintain a 1.5m distance from you.

Reduced contact

We’re encouraging cashless transactions and contactless document signing wherever possible.

Hygiene and cleaning

Hand sanitiser stations have been added for your convenience and we’ve increased cleaning, especially on frequently touched areas.



Face coverings

Victorian Government guidelines require all Victorians to wear a mask outside their homes. If you have a lawful reason not to wear one, we may ask you to show written evidence of this when on RACV property.

Contact tracing

Where appropriate, we’ll ask to record your contact details to help with contact tracing if any COVID-19 cases are reported.

Health screening

We may ask questions relating to COVID-19 symptoms to ensure the continued wellbeing of the community and our staff.

How you can help

In addition to your cooperation with our public health and physical distancing measures, we also ask that you reschedule your visit to RACV locations and postpone any RACV service bookings if you or anyone you’ve been in close contact with:

  • is feeling unwell and displaying cold or flu-like symptoms
  • has been diagnosed with COVID-19
  • has arrived from overseas (or interstate if you are arriving at our Tasmania or Queensland resorts) in the past 14 days and is required to self-isolate.

Give us a call if you need help rescheduling.

If you've recently visited an RACV location and have since been diagnosed with COVID-19, contact our COVID Hotline to let us know. Open daily, 8am - 6pm.

For all other enquiries, please call RACV directly.
 

Call 13 72 28

Motoring products and services

RACV Drive School

Frequently asked questions

What should I do if I have a lesson booked?
Please contact your driving instructor to cancel. The lesson will be honoured at a later date when it's safe to do so and Government imposed restrictions have been lifted.

What should I do if I have RACV Drive School vouchers?
Drive School vouchers remain valid and you will able to redeem them when it's safe to do so and Government imposed restrictions have been lifted.

When can I resume driving lessons?
We’ll resume the operation of the Drive School as soon it's safe to do so and Government imposed restrictions have been lifted.  

Can I still buy RACV Drive School vouchers?
Yes, vouchers are still available for purchase, however, they won’t be able to be redeemed until it is safe to recommence Drive School operations.

Safe Driver Training

  • Safe Driver Training courses and workshops have been temporarily suspended until further notice.

    If you have a training session booked, we can arrange for it to be rescheduled at a later date when it's safe to do so and Government imposed restrictions have been lifted.

RACV Accredited Auto Care Centres

To find out what vehicle and crash repairs are still available, we encourage you to contact the individual service centre you intend to visit.

Where service is still available, the following precautions have been put in place to keep everyone safe:

  • You’re advised to disclose if you have recently returned from overseas, been in contact with anyone who has COVID-19 or is displaying flu-like symptoms.
  • Practice social distancing, such as avoiding handshakes and maintaining a 1.5 metre distance.
  • Ensure good hygiene is maintained.

Frequently asked questions

What additional hygiene practices should I perform before attending an Accredited Auto Care Centre?
Where possible, you should try to wipe your keys with antiseptic. To confirm any additional requirements, call the individual centre before your visit.

Are there some auto care centres that have closed, or are they all open?
We recommend you call the individual service centre before attending to ensure centre is open and the service is available.  The Accredited Auto Care Centres are individual businesses that are accredited by RACV to complete mechanical repairs and auto-services but will implement their own practices to protect their employees and customers.

Emergency Roadside Assistance

We continue to offer Emergency Roadside Assistance to our Members. To ensure everyone’s safety, the following measures have been put in place for when you need help on the road.

Before the job

We’ll need to ask you a few screening questions before we come out to determine how we can safely assist you. This includes asking you to advise if you or anyone in your car:

  • is displaying cold or flu-like symptoms
  • is currently self-isolating
  • has arrived home from overseas in the past 14 days
  • has been in contact with anyone with a confirmed case of COVID-19.

Completing the job

When we arrive, we’ll maintain a social distance of 1.5m and will ask you to do the same.

What else has changed?

  • We’ve adopted more rigorous cleaning measures, which involves wiping down keys and hard surfaces regularly.
  • Some of our people are also wearing gloves and masks when they attend a call out.

Home products

Emergency Home Assist

We continue to offer Emergency Home Assist services to our Members.

To ensure the safety of our staff and the community, the following measures are in place if an RACV trade or service provider is called to complete a job in or around your home.

Before the job

You may be asked a number of screening questions to determine if it’s safe for work to proceed. This includes asking you to advise if you or anyone in your home:

  • is displaying cold or flu-like symptoms
  • is currently self-isolating
  • has arrived home from overseas in the past 14 days
  • has been in contact with anyone with a confirmed case of COVID-19.

If it’s not safe to proceed

The tradesperson will work with you to find an alternative solution to get the job done. This may mean postponing the work until it is safe to carry out.

If it’s safe to proceed

Work outside the home: the tradesperson will complete the job as usual, while maintaining social distancing requirements where needed.

Work inside the home: the tradesperson will follow social distancing and personal hygiene procedures as advised by the Australian Department of Health, including:

  • keeping a distance of 1.5m between themselves and people in the home
  • avoiding or limiting contact with surfaces that don’t require maintenance
  • frequently washing/disinfecting their hands.

To minimise contact, alternative arrangements will be introduced to minimise any required signing or handling of documents.

Home Trades & Services, Solar and Home Security

Home Trades and Services

  • You can still access RACV Home Trades & Services for emergency repairs, however no new maintenance jobs can be carried out at this time.

Solar

  • We’re waiting on further advice from the Government on whether installations can continue. Check back here for updates.

Home Security

  • Installations and repairs in Mitchell Shire and regional Victoria are still available.
  • For Metropolitan Melbourne, purchases are still available however installations will be delayed until restrictions ease. Service and repairs can still be arranged if needed.

For the safety of our staff and the community, we’ve put the following measures in place if you need an RACV trade or service provider to complete a job in or around your home.

Before the job

You’ll be asked some screening questions to check if it’s safe for work to proceed. This includes asking you to advise if you or anyone in your home:

  • is displaying cold or flu-like symptoms
  • is currently self-isolating
  • has arrived home from overseas in the past 14 days
  • has been in contact with anyone with a confirmed case of COVID-19.

If it’s not safe to proceed

The tradesperson will work with you to find an alternative solution to get the job done. This may mean postponing the work until it is safe to carry out.

If it’s safe to proceed

Work outside the home: the tradesperson will complete the job as usual, while maintaining social distancing requirements where needed.

Work inside the home: the tradesperson will follow social distancing and personal hygiene procedures as advised by the Australian Department of Health, including:

  • keeping a distance of 1.5m between themselves and people in the home
  • avoiding or limiting contact with surfaces that don’t require maintenance
  • frequently washing/disinfecting their hands.

To minimise contact, alternative arrangements will be introduced to minimise any required signing or handling of documents.

Travel and leisure products

Cruises and tours

  • A travel ban is currently in place in Australia. As a result, our travel partners have had to suspend their operations.

    Frequently asked questions

    What about travel insurance claims?
    If you have a travel insurance policy in place, we recommend you speak directly with your provider to understand what you’re covered for.

    For information on RACV Travel Insurance visit: racv.com.au/travelinsurance

    Where can I go for more information on my rights to refunds and entitlements?
    For more information on cancellations, changes and potential entitlements, we suggest visiting the ACCC website which provides the latest information on your rights as a consumer.

  • Holidays departing after 30 September 2020

    Some of our partners are planning to resume operations after 30 September 2020. If you have an upcoming booking, you can contact us for more information around the conditions of your holiday and options available to you.

RACV golf courses


We’ve outlined the status of our golf courses below:

Victorian courses

RACV Torquay and RACV Goldfields courses:

  • Only open to Members and guests who don’t live in metropolitan Melbourne.

Cape Schanck

  • Temporarily closed.

Healesville

  • Temporarily closed.

Queensland course

  • Royal Pines is open to the general public.

Frequently asked questions

What changes and restrictions should I be aware of?

The following restrictions apply when you visit our Torquay and Goldfields courses:

  • All Members and guests must wear a face mask or covering while on the property. If you have a lawful reason not to wear a face covering, you may be asked to provide written evidence of this when on an RACV property.
  • Golf carts should only be used by people living with disability, are over the age of 65, or who can demonstrate that they require one for special needs.
  • Shared practice facilities are closed and equipment must not be shared.
  • Groups are limited to two people. People playing together must keep 1.5m distance from each other and maintain 100m from all other groups.

The following restrictions apply when you visit any of our courses:

  • Drinking fountains and water taps are disabled.
  • Locker rooms may be restricted, however toilet facilities are available.
  • RACV staff can’t handle any guest equipment including clubs, bags or shoes.
  • Clubs and equipment aren’t currently available for hire.
  • Increased raking by RACV staff at bunkers as rakes aren’t publicly available.
  • Golfers are required to leave flagsticks in the hole at all times (penalties will apply).
  • Limited retail service available from the kiosk/counter, including essential items, balls and tees and a select range of snacks and beverages.
    • No self-service available.
  • Apparel can’t be tried on prior to purchase.

What cleaning and sanitising measures are in place?
We’ve increased the frequency of cleaning across all golf shops, driving ranges and other public areas. This includes:

  • Course toilets are being sanitised regularly.
  • Golf carts are sanitised before and after each round.
  • Hand sanitising stations are available at each entrance.

How is social distancing being maintained?
To ensure social distancing of 1.5m is maintained, the following measures are in place:

  • Golf shop capacity is limited.
  • RACV Members need to pay green fees and book tee time in advance.
    • Starting times are structured with a minimum of 12 minutes between tee times to avoid people congregating on the course and at arrival and departure points.
  • Physical distancing markers and information are displayed.
  • Groups are limited to two players per tee time with 1st Tee starts only. We will contact Members and guests with bookings of more than two people to adjust your group size.
  • Players must leave the facility immediately after completing their round as there are no presentations at the conclusion of play.
  • Score submissions are electronic where possible, alternatively, cards need to be dropped off to the golf shop.
  • All golfers are to park in the car park areas located on the same level as the golf Pro Shop. Players are asked to proceed directly to and from the Pro Shop on arrival and departure.

What do I need to know about booking and payments?

  • Golf Members and Season Pass Holders can book online as usual.
  • Green-fee players and RACV Golf Members may book by calling. All players are required to provide their name, RACV Member number and contact details (not just the individual booking). With the exception of Royal Pines, tee times at Victorian golf courses are restricted to Golf Members, Season Pass Holders, RACV Golf Members and other RACV Members. Member rounds are being recorded in MiClub.
  • Cashless payments are encouraged.

Thrifty Car Hire

Based on how the coronavirus (COVID-19) situation is unfolding and the new government guidelines, Members may also find that our partners and their operations may also be affected.

More information on upcoming Thrifty bookings or changes to opening hours related to Coronavirus (COVID-19) can be found on Thrifty's website.

Retail locations

RACV retail stores

The following stores are currently closed until further notice:
 

  • Chadstone
  • Doncaster
  • Fountain Gate
  • Geelong
  • Hastings
  • Hastings
  • Highpoint
  • Knox
  • Melbourne
  • Northland
  • Noble Park
  • Watergardens
  • Werribee


Some of our closed stores may have staff present as part of our call centre operations, but they won't be open to Members or customers.

For more information on which stores are operating, see: Find an RACV store near you.