Questions and answers

Call us, 24 hours a day, 7 days a week: 1800 349 698 in Australia or 0800 001 040 in New Zealand. Account holders can also request help in the customer portal. Our website forms are for enquiries, not breakdowns.

Trucks, prime movers, rigids, trailers, buses and coaches, machinery and other vehicles of 3 tonnes and above, anywhere in Australia and New Zealand.

Where the vehicle is (road, direction, nearest exit or landmark), the registration, what has happened and a callback number, and whether everyone is safe. Our driver checklist and driver card list it all.

We coordinate the breakdown and send an independent service provider near the vehicle: a mobile mechanic, tyre service, auto electrician, towing operator or other specialist. Our network lists more than 14,000 service providers across Australia and New Zealand.

We look for suppliers who offer the service the job needs and cover the location. Suppliers your account prefers are tried first, then the nearest, with better-rated suppliers ahead of others the same distance away.

Yes. Once a supplier accepts we know their ETA. Account holders are told by email or SMS when a supplier accepts, arrives and finishes, as their notification settings say, and can follow every job in the customer portal.

Yes. Call us, or cancel the job in the customer portal until the supplier arrives. Once a supplier has accepted, a call-out fee may apply. See Cancelling a request.

Membership is charged per truck per month, including GST, by direct debit: from $22.00 AUD ($25.50 NZD) per truck for up to 10 trucks, down to $6.50 AUD ($7.50 NZD) per truck for 51 or more. See the membership page for every tier.

24/7 access to our call centre team, incident fees waived, unlimited supplier, customer and client contacts, all call and SMS costs, and call centre labour.

Members are charged 20% on all work done. Non-members are charged 30% plus a $77.00 non-refundable non-member fee on all work done.

Yes. Casual customers are accepted with a valid credit card; strict conditions apply, and the non-member fees apply.

No. Membership is available for fleets and for single vehicles, and the rate per truck falls as the fleet grows.

Our membership form accepts Mastercard, Visa and American Express credit cards. Debit cards are not accepted.

Give us 14 days’ notice in writing or by phone.

Request help, follow jobs (supplier, ETA, arrival, back on road), approve supplier quotes, message our team about a job, keep your vehicles, drivers, depot contacts and saved places, see invoices and your statement, and export your jobs to CSV. See the customer portal.

Ask us. Our team sets up access for the people at your company and they receive an invitation email to choose a password.

The portals run in your phone’s browser, with nothing to install. You can add them to your home screen so they open like an app. See Using the portal on your phone.

Two-step verification protects your account: after your password you enter a code from an authenticator app. See Signing in and two-step verification.

Yes. We can connect your fleet, telematics or assistance system through our API, so jobs arrive without a phone call and your system receives progress updates. Find out more.

Yes. We can set an approval limit on your account. A supplier quote above it waits for your approval, which you give in the customer portal or to our team. See Approving supplier costs.

Members are invoiced within 30 days of an incident. Invoices and your statement are in the customer portal, where you can download them as PDFs.

We issue a credit note against the invoice for the amount or lines in question, and the invoice’s balance is reduced. See Invoices, statements and credit notes.

Send us the supplier application with your ABN or NZBN, the services you provide, your service area and hours. Our team will contact you.

No. Tell us your hours: 24/7, extended hours or business hours. We offer you jobs when you can attend them.

Our operators may phone you, and every offer is also sent by email and SMS with an answer deadline and a link to the offer in the supplier portal.

Usually 10 minutes, and less for urgent jobs, because a driver is waiting. If the deadline passes, the job goes to the next supplier.

Yes. Decline as early as you can and choose a reason (too far, no capacity, no parts, outside hours, price or other) so we can offer you the right jobs.

Submit your invoice for the finished job in the supplier portal, with your invoice PDF. You can follow it from submitted to paid, and we email a remittance advice with each payment. Terms are 30 days unless agreed otherwise.

Some customers approve costs above a limit. If your quote is above it, the job shows "Wait for the go-ahead" until the customer approves. Please don’t start chargeable work before then.

Fix My Truck Pty Ltd (ABN 19 608 713 631) is a 24/7 roadside assistance and breakdown coordination service for the transport industry, based in Docklands, Victoria, with more than 25 years’ experience in heavy vehicle and machinery breakdown support.

Yes. Call 0800 001 040 in New Zealand. Our network covers both islands, and membership rates are available in NZD.