Please read carefully the following Terms and Conditions (including Charges) which are applicable to the roadside assistance service provided by covering the geographical area of Malta and/or Gozo. Kindly note that Special Charges, Terms and Conditions apply. Please refer to respective sections below. You may refer to our updated Terms and Conditions at our website http://completemotors.com.mt/ufaq/roadside-assistance/
Definition of words
The words or expressions listed below have the following meaning when used in this document:
| We/us/our/company | Complete Motors Ltd. (CM) |
| The contractor/service provider/CM | CM Recovery Towing Service his staff and vehicles providing the service. |
| You/your | The policy holder or any authorised driver as outlined in the policy schedule. |
| Roadside assistance | Assistance when the vehicle is disabled due to a mechanical or electrical failure or due to an accident (unforeseen event causing damages to the vehicle). |
| Usual place of residence | Home address in Malta or Gozo or closest accommodation facility. |
| Period of insurance/membership year | The period shown in the schedule of your motor insurance policy and any further period for which we accept your premium. |
1. Membership
To be eligible for service, members must hold a valid insurance certificate. Membership is strictly not valid if insurance cover is not commenced and renewed consecutively at Complete Motors Ltd offices. Membership of the service will only become valid three (3) days after the effective date of the insurance start date. The certificate should always be presented to the driver of the tow truck. The membership entitles you to UNLIMITED CALLS subject to the terms and conditions.
2. Calling for Roadside Assistance
If assistance is required, please call on 79793288 / 21553288. When calling for assistance you must quote the registration number plate, make, model and colour.
It is important to explain and confirm the breakdown location and the name of the street. Our team will ask you questions related to the breakdown which must be answered accurately, and they will send assistance to the breakdown site as soon as possible.
Should you manage to repair the vehicle before assistance arrives, it is important that we are informed immediately, otherwise this will still be considered as a call for assistance and will be deducted from your entitlement of calls. CM reserves the right to refuse service where a call for assistance is made through an unknown or unidentified number, through voicemail or via message.
3. Assistance Provided by Complete Motors
CM will do their best to assist you as quickly as possible. There are occasions when some delay will be unavoidable due to traffic, weather conditions or other circumstances that create a high demand for roadside assistance service.
For protection of your vehicle, service will be rendered only in your presence.
a) CM will provide service on the spot of any minor repairs within a reasonable time and materials used will be charged for separately. The determination of whether a roadside repair is a minor repair and the decision to have the vehicle towed to a garage of the driver’s choice shall be completely at the discretion of the CM representative. If the repair garage or destination suggested by you refuses to keep the vehicle, you will be towed to your place of residence or another garage at a normal standard charge.
b) If a vehicle is disabled after office hours, weekends or public holidays and the repair garage is closed, the vehicle shall be towed to the member’s residence or to a place of the member’s choice. If service is later required to tow the vehicle to a repairer, this will be considered as another tow. If the towing vehicle arrives on the service location and there is no one attending to the vehicle, the tow truck will wait up to ten (10) minutes and will then leave. A call will also be deducted from your entitlement. A fee of € 40 will be charged for another call out to the same destination within fifteen (15) days.
c) CM may provide transport to the driver of the broken-down vehicle to the destination where the vehicle is being towed or to the nearest bus stop. If the break down occurs at night after ten (10) pm, the driver will be dropped off at his/her residence.
d) If your vehicle has been involved in an accident that requires assistance from the Police or the Wardens, you need to call for roadside assistance only when you have been given the clearance that you can move the vehicle. A fee is payable if the towing vehicle arrives on site and is required to wait until such clearance is given.
e) If the vehicle is located in a basement garage or parking area to which access to the recovery vehicle is limited due to steep or narrow ramps, low ceilings or other similar factors, CM will do their utmost to provide the assistance service, however they may ultimately not be in a position to provide the service required. Any parking fees/fines relating to such situation are fully borne by you.
f) Where there is need for special machinery that is cranes, high-ups etc, in case the vehicle ends up in a field, sandy places, roundabouts or flooding of more than thirty (30) centimetres (cm) of water etc., specific charges for the hire of special machinery will be fully borne by you.
g) CM will only tow vehicles supplied with a tow hook. The contractor reserves the right to decide to charge a fee for subsequent calls if in their opinion the condition of the vehicle is likely to incur more breakdowns. You will be informed of this matter in writing and Complete Motors Ltd will be sent a copy of this correspondence.
4. Service Relating to battery failure.
In the event of the vehicle being immobilised due to a battery problem, the service provider will assist you with a battery boost service. The contractor reserves the right to charge a standard non-member fee where the cause of breakdown is a flat battery again within 15 days.
The fee will have to be paid before the assistance is provided. At your option, a replacement of the vehicle’s battery on the spot can be arranged, if in the opinion of the contractor this is necessary, provided that the battery is available in stock. You will be quoted the price of the battery and payment must be affected prior to the battery being installed. After the battery has been replaced on the spot you are entitled to have your electrical system checked at no cost at the contractor’s garage.
5. Running out of Fuel
If your vehicle runs out of fuel, our contractors will provide you with an emergency supply of fuel, for which you will have to pay upon delivery. The service is free of charge for your first request, however if you request the same service within the period of insurance, the contractor is entitled to charge you a service fee of €15 in addition to the cost of the fuel.
6. Assistance to gain access to your vehicle
In the event that the vehicle’s keys are damaged, lost or locked by mistake in the vehicle you are entitled to assistance from the service provider. Alternatively, you may request for your vehicle to be towed to a destination of your choice in Malta or Gozo.
This locksmith service will be provided free of charge for your first request, however if the service is required more than once n the same insurance period contractor will provide the service at a fee of € 40.
CM are not responsible for any damages to the vehicle because of their attempt to gain access into your vehicle.
7. Flat tyre assistance
CM will replace a faulty tyre if it is safe to do so and if the vehicle is equipped with a roadworthy spare wheel, lock nuts and any special tools required. If a spare wheel or kit is not available or if the vehicle has more than one flat tyre, the contractor will tow you to the nearest vulcanizer, repair shop or your residential address. The roadside assistance does not include the cost of repairing any tyres, wheels or accessories. CM may also offer a mobile tyre service at the cost of € 25.
8. Transport between Malta and Gozo
If the vehicle is normally based in Malta and assistance is requested while in Gozo, or vice versa, a fee of €65 to cover expenses of crossing over included but not limited to Gozo Channel ferry, the contractor’s driver and the recovery vehicle will be borne by you and must be paid before the service is provided.
9. Membership does not cover the following:
a) Insurance Policy is not commenced and renewed consecutively at Complete Motors.
b) Towing the vehicle from one repair garage to another.
c) Towing of a vehicle carrying a heavy load.
d) Towing of a vehicle that has been vandalised or stolen.
e) The replacement of the wheel rims.
f) When the vehicle has no number plates, no assistance will be given, unless a proof of valid insurance certificate corresponding to respective logbook is provided.
g) When damage to the vehicle is a consequence of the driver’s state of intoxication and/or the recreational use of drugs, toxins, narcotics, or other psychotropic substances.
h) If a member is towing a trailer behind his vehicle, cover is not provided for the object being towed.
i) The service does not include free assistance at any racing track, car shows, and anywhere that is not an asphalted road.
j) CM drivers reserve the right to refuse to allow pets on board a tow truck.
k) CM reserves the right not to provide roadside assistance if it could place the tow truck and/or personnel in any danger.
l) Assistance to gain access to your vehicle if keys are damaged, lost or locked by mistake in the vehicle. Service may be offered at a charge.
m) European Roadside Assistance.
n) Any means of transport not listed in clause 15.
10. General Conditions
a) Your vehicle must be maintained in a road worthy condition and in good running order.
b) Your entitlement of the roadside assistance service will be valid until the renewal date as stated in your policy certificate. The entitlement is not transferable or refundable.
c) Please make sure you are given receipts for any additional service rendered by the contractor.
d) Any fees or amounts payable to the contractor are payable in cash only.
11. Important Notes
Complete Motors Ltd assumes no responsibility for any personal items left in the vehicle and for damages to the vehicle resulting from the rendering of service by CM. CM will bear responsibility for the towing of the vehicle but shall not bear the responsibility of damage occurring to the towed vehicle during the towage operation, or for any delay or consequential loss, unless the member can provide proof that the service provider and/or his employees have carried out the service with negligence and have not used the required skills or tools to perform the required service. While your vehicle is being towed, CM will not be responsible for any damages caused to any low-hanging spoilers or because of your vehicle having a modified suspension. The contractor shall be released of all liability when it is unable to carry out any of the services covered by the membership due to force majeure.
12. Complaint’s Procedure
CM are committed to providing you with a good standard of customer service. Should you feel that CM have failed to do so, please take up the matter kindly submit a complaint in writing providing Complete Motors Ltd with details relating to the incident and the matter will be taken up with CM.
13. Governing Law
These Terms and Conditions are governed by the Laws of Malta at Gozo Courts.
14. Service Rates Charge
| TYPE | MEMBER | NON – MEMBER |
| Private & Commercial Vehicles Up to 3.5 Tons Less than 15yrs old. | FREE – Unlimited Calls | €40 per call |
| Private & Commercial Vehicles Up to 3.5 Tons Older than 15yrs Old | €18 – Unlimited Calls | €40 per call |
| Vehicles for Carrying Passengers, Hire and Leasing Up to 3.5 Tons. | €18 – Unlimited Calls | €40 per call |
| Motorcycles / Quadbikes | €18 – Unlimited Calls | €40 per call |
| Vehicles over 3.5 Tons Agriculture Tractors & Heavy Commercial | PRICE ON REQUEST | PRICE ON REQUEST |
| ROADSIDE ASSISTANCE* 79793288 / 21553288 *Free service is limited to vehicles up to 15Yrs old. T&Cs Apply |