Roadside assistance: What do you need to know on the roads?

Roadside assistance:

What do you need to know on the roads?

By Adv. Johan Jonck, Arrive Alive

Roadside assistance has become a competitive business with many different providers offering a variety of services. Many motorists may not be aware of the assistance they can get or that they are in fact covered to enjoy some of the basic benefits.

Roadside assistance services could include: • Investigating and repairing the problem causing the breakdown. • Checking why the battery does not start the vehicle and helping to jump-start the vehicle. • Helping to change a flat tyre or damaged tyre. If there is no spare tyre the vehicle may be towed. • Towing a vehicle after electrical or mechanical breakdown to the nearest approved dealer or competent repairer. • Towing a vehicle involved in a crash away from the scene of the crash. • Providing a small amount of fuel when a vehicle runs out of fuel. • Obtaining the service of a locksmith to open the vehicle and retrieve the keys when keys are locked inside or getting replacement keys. • Safe storage of the vehicle. • Vehicle repatriation. • Extrication and winching the vehicle. • An armed security guard may be provided to stay with the motorists or vehicle until it can be safely towed away for storage and repair.

Cellular and smartphone technology and roadside assistance In the earlier years of roadside assistance, motorists could find a network of emergency phone boxes, placed at intervals along the roadside. In recent times, mobile technology and smartphones have made it a lot easier to find emergency roadside assistance.

Apart from the ability to make a call and browse the internet for emergency numbers, there are now a variety of smartphone apps offering consumers emergency services. These services are either available at a nominal monthly subscription or free.

Some important info to remember An emergency assistance or roadside app can put the motorists in touch with National Call Centres that operate 24 hours a day, 7 days a week.

The trained operators are able to assess the situation and send the necessary assistance using GPS positioning technology with accurate geolocation features.

The call centre operators work closely with recovery and repair specialists to make sure that the right service provider is dispatched as quickly as possible.

What do you need to ensure fast and efficient roadside assistance? This will depend on the technology used, the location of the emergency and the nature of the emergency.

When the person in distress is a member of an emergency services provider, they might have all the caller’s personal details and that of the vehicle on record and immediately available.

These providers may know what kind of battery you need if yours runs flat, how to assist you with on-thespot repairs or key lockouts and even know what kind of vehicle to send if you need a tow.

A vehicle manufacturer offering the service might request that you provide your vehicle model and Vehicle Identification Number (VIN) or chassis number. This can be found on the passenger side of your vehicle’s dashboard and can be seen from outside the vehicle through the window. If the service is used through an emergency assistance app, your location details will be immediately available to the provider through the tracking and location functionality on the application.

If you are travelling on any of the national roads, you can ensure fast response by using the route marker boards next to the roads.

The emergency response vehicles of those managing the tolled roads usually have vehicle tracking installed and are well monitored while patrolling the freeway. The call centre operators are then able to dispatch the emergency vehicles closest to your location.

When talking to a call centre operator the call taker will request the following information: • Your telephone number (to remain in contact with you should you be cut off). • Your location from the route marker board or other info (street name and nearest crossroad). • The details of what has happened, how many people are injured, whether there is a fire, etc.

Safety at the scene when calling for roadside assistance Always consider your own safety, that of your passengers, other road users and that of your vehicle in the event of a breakdown.

A few important safety tips to remember: • Awareness is the key to safety at road crash scenes or where vehicles have broken down. • Knowing the hazards and how to work around them will ensure the safety of everyone. • Put out your warning triangle at least 45m behind the vehicle. • Turn on your hazard lights and headlights, in fact, switch on all lighting that may help other road users see that there has been an accident or vehicle breakdown and that slowing down is necessary. • Whether it is safe to move away from the vehicle will depend on the scene, the time, and the safety near the location.

[A word of appreciation to JD De Ridder from ProjectHelp for insights on Roadside Assistance]