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Frequently asked questions.

Answers to some commonly asked questions about the 24-hour roadside assistance service.

What is the 24-hour roadside assistance service?

It is a 24-hour, 365 days a year emergency breakdown assistance service unique to owners of eligible Volkswagen cars. This assistance will be provided for the period of the new car warranty. The service is manned by a team of experienced multi-lingual staff who will provide assistance in the event that your Volkswagen becomes immobilised.


My Volkswagen has broken down, what shall I do next?

Please call the emergency number given on the decal. Remember to give your exact location, the vehicle registration number or VIN number, contact details, a description of the problem and your home address, so that the staff can coordinate assistance efficiently for you.


Do I have to pay for replacement parts?

Yes, replacement parts and any workshop labour costs are your responsibility, unless they are covered under the manufacturer's warranty. Terms and conditions apply.


How long will I have to wait before the team comes to my aid?

We understand the frustration and anxiety experienced in the event of a breakdown, and our aim is to ensure that any inconvenience is kept to a minimum. Therefore, when you call, our fully-trained staff will immediately arrange for the nearest and most appropriate service provider to assist you. The waiting time will depend on the availability of the assistance provider, your breakdown location, weather conditions and traffic. During the course of your wait, we will maintain contact with you and provide updates on the estimated time of arrival of the service provider.


Do I have to be with my Volkswagen to receive service arranged by the 24-hour roadside assistance team?

Yes, you must be present at the breakdown location in order for assistance services to be rendered to your Volkswagen. In the event of a recovery, you are required to sign a towing receipt before your Volkswagen can be recovered to the designated Volkswagen Service Centre. Please ensure that you remove all belongings from your Volkswagen prior to recovery. We are not responsible for any loss or damage to personal belongings left in the vehicle.


Can I request for my Volkswagen to be recovered to a workshop of my choice?

We will recover your Volkswagen from the accident or breakdown location to the designated Volkswagen Service Centre. We will not recover your vehicle to other workshops.


Can I make my own arrangements for roadside assistance and obtain reimbursement from the 24-hour roadside assistance service?

In order to obtain the highest level of service, all arrangements must be made by us. We have an appointed network of service providers to provide the services as described in this policy.


Who should I contact for road traffic accident insurance claims?

You should contact your insurance company and confirm the insurance claims procedures with them.


Do I call the 24-hour roadside assistance hotline if I want to make an appointment with a Volkswagen Service Centre?

This service is designed to provide mobile emergency assistance. To make an appointment with a Volkswagen service centre, please call 6305 7299.


Do I call the 24-hour roadside assistance team if my boot cannot close?

Yes. We will arrange assistance for you since this situation can be a potential hazard if you attempt to drive your Volkswagen.


My air-conditioning is not working. Will the 24-hour roadside assistance service recover my Volkswagen to the service centre?

As this condition does not immobilise your Volkswagen, you will need to drive your Volkswagen to a Volkswagen Service Centre.