A breakdown plan for rental and fleet managers

If you look after vehicles other people drive, a breakdown usually reaches you as a confused phone call from someone on the side of a road. A one-page plan won't stop vehicles breaking down, but it does mean drivers and renters know what to do, and you're not working it out from scratch each time. Here's what to put in it.

Why it's worth writing down

For work vehicles, this isn't only a convenience. WorkSafe Victoria's guidance on planning for safe work-related driving says businesses should have plans in place for how to respond to an emergency, and that driver training should cover what to do in an incident or emergency. WorkSafe also says employers should consult with workers on road safety policies, procedures and instructions. So write this with your drivers rather than for them. They'll know where it falls down.

Rental and car share businesses have a slightly different challenge: your customer has never seen your procedures and may never have driven that car before. The plan has to work for a stressed stranger reading it in the dark.

1. Put safety first, in plain words

The top of the page should cover what to do before anyone thinks about the vehicle:

• Get as far left as possible, put the hazard lights on and switch off the ignition.
• If the car is a safe distance from traffic, stay in it with seatbelts on. If it's close to traffic, get out through the passenger side and stand well away from the road, as RACV advises.
• If anyone is hurt or in danger, call 000.
• If the vehicle is blocking traffic on a major road, call 13 11 70.
• Never attempt a repair next to moving traffic.

2. Decide who does what

Most of the confusion comes from not knowing who's in charge of the next step. Answer these once, in advance:

• Who does the driver or renter call first, and who's the contact after hours?
• Does the driver request the tow, or does a dispatcher or branch do it for them?
• Who can approve the cost, and is there a limit they can approve without asking?
• Who pays, and how is that recorded?

For rental cars, make sure the answer matches your rental agreement, and put the number somewhere the customer will find it, such as on the key tag or in the glovebox.

3. List your drop-off points by region

"Where should we take it?" is the question that stalls most tows. Keep a short list of approved workshops, depots or branches for each area you operate in, with their hours and any after-hours arrangements. Include the regional routes your people actually use, such as Geelong or Traralgon, not just head office.

4. Match each vehicle to the right truck

Your vehicle register should note the drive type, weight and anything unusual about each one. An all-wheel-drive or electric vehicle may need to travel with all its wheels off the ground. Kia's EV manual, for instance, warns of serious damage otherwise. Loaded vans and light trucks may need a bigger truck. Our guide to which tow truck you need covers the main types.

5. Stock each vehicle

WorkSafe suggests providing first aid kits, and considering a fire blanket and an emergency position indicating radio beacon for vehicles used in remote areas. Add a torch, a phone charger and water, plus a printed copy of this plan for when the phone is flat.

6. Check what cover you already have

Note any roadside plan, manufacturer's cover or insurer arrangement against each vehicle, including its towing limits and when it runs out. Drivers should know which one applies, and when to use something else.

7. Treat a crash as a separate case

Accident towing has its own rules in Victoria, including allocated trucks in the Melbourne area. Don't let your breakdown process send people the wrong way. Add the steps from who tows your car after a crash as a separate section.

8. Record it and review it

Log each breakdown: date, vehicle, driver, location, cause, drop-off and cost. After a few months, patterns start to show, such as a van that keeps failing, a route with no good drop-off or a contact who's never available. Review the plan regularly, and after any breakdown that went badly.

Where RoadM8 can fit

RoadM8 gives your team one way to request a tow at any hour. They can compare quotes from independent tow operators across Victoria, see the price before accepting and track the tow live. Today each tow is requested and paid for by card, one at a time. If your business needs something different, tell us what you need and we'll work out what fits, or book a tow now if you've got a vehicle off the road.