You have the right to decide who tows your car and where it is towed. Be aware of some problems people have had with towing and storage companies. Always check with your insurer first.
Which towing company - It’s your choice
You don’t have to choose the first tow truck that arrives at the scene after an accident or breakdown.
You can choose to have your car towed to:
- a repairer
- your home
- a storage yard
Contact your insurer first
Call your insurer before you agree to have your car towed. The insurer may set who you can use to tow, store and repair the car.
Some insurers may only pay the cost of towing to the nearest approved repairer to the accident location.
Only contact your insurer using phone numbers or details listed on the insurer’s:
- official website
- policy document
- letters, flyers and statements
Blocking traffic
If your car is blocking traffic on a major road in the metropolitan area, Main Roads WA may help move your car to a safer location at no cost. You can then take time to call your insurer and arrange a towing service.
Call Main Roads WA on 138 138.
Towing and storage problems
Generally, towing companies will not release a car unless all fees have been paid in full. Some common problems you should be aware of include:
- insurer refusing to pay because the towing company was not authorised or approved
- storage fees adding up while waiting for insurer to pay towing invoice
- towing company won’t release one car unless fees for all cars covered by the insurer are paid for
- towing company not working with the consumer or insurer
- towing company charging extra fees not covered by insurance
- consumer not being fully insured or having an expired insurance policy.
Warning
We have had reports of accident management companies pretending to be insurers, tricking drivers into unnecessary towing and charging huge fees. They say your car needs towing, even for minor damage like a dent or scratch.
Always use official phone number for your insurer – save it in your phone. Double check any numbers you search for online, as accident management companies often pay to appear at the top of search results.
Crash victims targeted by insurance imposters
Towing fees
Some fees and charges for towing after a crash are capped by Department of Transport and Major Infrastructure.
Before you agree to have your car towed, the tow truck driver must:
- tell you the maximum cost to tow your car
- give you towing information including an Authority to Tow.
Check you understand the terms and conditions before you sign any contract.
The Australian Consumer Law (ACL) does not regulate the cost of services. Consumer Protection generally can’t assist if you feel you have been overcharged.
Authority to Tow
You must be given the Authority to Tow form. Your car cannot be towed unless you sign it. You must also be given a copy.
The Authority to Tow must include:
- where your car is being moved from and to – ask for details of exact location
- your name and address
- the number plate and make of your car
- the tow truck driver’s name and contact number
- the tow truck’s number plate.
Do not sign the form if you:
- see any blank spaces – make sure the form is completed
- are unhappy with the terms and conditions
- feel pressured or threatened - contact the police if they don’t leave you alone.
Read the fine print to avoid being locked into having your car repaired by a particular repairer. Make sure the repairer is approved by your insurer.
These types of contract terms may be considered unfair under the Australian Consumer Law (ACL).
Repairs
You must approve any repairs made to your car. It is illegal for the towing company or storage yard to make any repairs without your or your insurer’s authorisation.
Resolving disputes
You should try to resolve any disputes with the towing service first.
Australian Financial Complaints Authority (AFCA) can help with any issues with your insurer.
Department of Transport and Major Infrastructure (DoT) is responsible for any complaints about misconduct by the towing company.
If you need help, contact the Consumer Protection Contact Centre on 1300 30 40 54 or by email .
Towing reforms
DoT’s page Towing industry reforms has more information including Tow truck consumer advice and Conduct and obligations for crash towing.
Be in the know before you tow
Be in the know, before you need a tow from Consumer Protection WA on Vimeo.