RACV has launched digital roadside assistance through its mobile app for the first time in the organisation’s 100-year history, marking a major shift in how Victorian motorists can access help when stranded on the road.

The new in-app feature allows RACV members to request Emergency Roadside Assistance directly from their smartphone, reducing the need for phone calls and streamlining the process for drivers needing urgent support.

The move comes as roadside assistance providers increasingly invest in digital-first services to meet changing customer expectations around speed, convenience and real-time updates.

Using the RACV App, members can now log a breakdown request with their location automatically detected, while membership and vehicle details are pre-filled within the system.

Drivers can also select the type of issue they are experiencing before tracking the arrival of patrol vehicles in real time for Melbourne-based callouts.

RACV attends more than 800,000 Emergency Roadside Assistance callouts across Victoria each year, helping motorists dealing with flat batteries, breakdowns and other vehicle issues at home, roadside locations and regional areas.

According to RACV General Manager Automotive Services Makarla Cole the app-based option reflects what members have been telling RACV about how they want to access help.

“It’s essentially an Uber for your roadside assistance…As a leading provider of Emergency Roadside Assistance in Victoria, trusted by more than 1.4 million ERA members, RACV has a unique window into the changing needs of drivers on our roads,” Ms Cole said.

“When something goes wrong, people want to get help in a way that feels easiest in that moment. For some, that means speaking to someone on the phone and for others, it means using the app to let us know where they are and what’s happened.”

Ms Cole said the introduction of digital roadside assistance does not replace calling RACV for help.

“Members can still call RACV exactly as they always have. This is simply another option, giving people more choice in how they reach us, particularly if they are in an unfamiliar place or prefer to manage things through the app,” she said.

“While the experience is designed to feel straightforward for members, it connects multiple systems behind the scenes to help us get assistance to the right place as quickly as possible.”

The new platform also gives members greater control over the roadside assistance process, allowing them to confirm or adjust their location through in-app mapping, nominate the type of breakdown they are experiencing and receive live updates as an RACV patrol is dispatched and approaches their location.

RACV says early use of the feature had already seen successful assistance requests lodged by members away from home, underscoring the app’s ability to support motorists wherever they are across Victoria.

Ms Cole said the launch supports RACV’s long-term commitment to improving member experiences.

“This gives members more flexibility today, while also laying the foundations for future enhancements to roadside assistance and other digital services,” Ms Cole said.

The new digital roadside assistance service is being rolled out through the latest version of the RACV App on compatible devices, with members who have automatic updates enabled set to receive access progressively.

RACV said the digital option would complement — rather than replace — its longstanding phone-based roadside assistance service, with members still able to call for help directly if they are unable to use the app or prefer to speak with a team member.

RACV averages over 5.1 million monthly visits to its digital platforms, showing a continuous 9.88% year-over-year increase in web traffic.