The Road Ahead Sampler : February March 2012
WWW.ROADAHEAD.COM.AU 6 THE ROAD AHEAD FEB/MAR 2012 RACQ HELP VISIT US ON THE WEB RACQ/ RACQI racq.com free2go free2go.com.au The Road Ahead roadahead.com.au Email firstname.lastname@example.org facebook.com/racqofficial twitter.com/racqofficial ROADSIDE HELP (24 HRS) 13 1111 TTY (impaired hearing) 3248 2074 HELP LINE (24 HRS) 13 1905 Medical, home, accident emergency advice. Motoring legal advice. MEMBERSHIP (24 HRS) 13 1905 Join, pay by phone, enquiries. INSURANCE (24 HRS) 13 1905 Enquiries, sales, alterations & payments RACQ Insurance claims 13 7202 OTHER RACQ SERVICES Child safety restraints Advice/sales 3872 8926 Mail order 1800 816 523 Driver education 3361 2382 (Rec. driving schools) 1800 680 039 RACQ Loans RACQ car & personal loans 1300 361 316 Technical advice 3666 9148 Members in country areas 1800 623 456 Community & Education 3872 8674 Road safety education Travel services Accom. bookings (Aust.) 1800 629 501 Road conditions (recorded) 1300 130 595 (24 hrs, or see website) Travel agency bookings 1300 888 449 Vehicle storage 3272 5982 Vehicle inspections 13 1905 OFFICES Head Office 13 1905 P.O. Box 4, Springwood, Qld 4127 Branch/retail offices See 'RACQ' in the phone directory or racq.com. RACQ BOARD Club Patron Penelope Wensley, AC, Governor of Queensland President & Chairman Geoff Leddy Vice Pres. & Dep. Chairman Nigel Alexander Directors Fay Barker, Tony Gambling, Dennis Howe, Elizabeth Jameson, Stephen Maitland, Bronwyn Morris, Karl Morris, Richard Pietsch Chief Executive Officer Ian Gillespie COMMUNITY VIEWPOINT IT'S A SIGHT that has been greeted with welcome relief by Queensland motorists throughout the state for nearly 90 years -- a yellow vehicle coming to their aid in a time of need. Of course, I'm talking with immense pride about the RACQ's core member service -- the Club's 24/7 road assistance. This vital service was pioneered in the mid-1920s by a skeleton staff mounted on motorcycle sidecars who, because of the roads, transport and distances involved, could take the best part of a day to reach Club members and their broken-down vehicles. But, in the spirit for which the service has become renowned, reach them they did. From those formative years --- and thanks to such a positive response and take-up --- the service grew rapidly. In 1927, 24-hour roadside assistance was introduced. At first, a limited number of garages were appointed, guaranteeing "prompt and courteous assistance", but within two years there were 180 operating throughout the state. Back then, a call to 'Central 3191', giving your name, make of vehicle and registration number, locality and nature of the trouble, would have help on its way. These days, the number to call is 13 1111, which will have an RACQ patrol despatched quickly. Just how quickly? Well, on average, your phone call will be answered in 23 seconds. This remarkable statistic is just one of a number detailed in our feature story on pages 70-71. They bear repeating: • RACQ roadside assistance has a 99.6 percent customer satisfaction rating. STATISTICS SPEAK FOR THEMSELVES IAN GILLESPIE, RACQ CEO K • Our patrols reach the member requiring assistance within 40 minutes 85 percent of the time, and to 95 percent within an hour. • And they get nine out of 10 going again -- Australia's highest success rate. Of course, all this doesn't happen without constant and substantial investment and commitment to ensure RACQ has the telephone contact centres, technology, performance, equipment and capability to support our 1.2 million members every hour of the day, every day of the week. We have a statewide roadside assistance fleet of nearly 800 rescue vehicles. Each patrol vehicle costs $56,000 to put on the road and is equipped with the latest mechanical and diagnostic technology. Our roadside assistance team is highly trained to ensure that we send a diagnostic technician with the mechanical skills and equipment to get our members going. Last year, RACQ roadside assistance responded to 1,034,000 breakdowns. Who knows what 2012 will bring. Whatever, you can remain assured that when we're on our way, soon you will be too.
April May 2012