Ford Servicing Terms & Conditions

FORD SERVICE PROGRAMS – TERMS AND CONDITIONS

Note, Ford Dealers can choose whether or not to participate in the following programs and a Dealer may choose to participate in all, none, or one but not others. For example, not all Ford Dealers that participate in the Service Price Promise program will be participating in the Auto Club offer. You should contact your local Ford Dealer before having servicing undertaken by them to confirm which, if any, of these programs they are participating in.

These Terms and Conditions may be amended from time to time. Amendments will be published on the Ford website www.ford.com.au and will take effect immediately on publication.

FREE LOAN CAR TERMS AND CONDITIONS

1. In these Terms and Conditions:

Authorised Ford Dealer means a Dealer appointed by Ford to sell new and /or demonstrator vehicles of the kind marketed from time to time by Ford in Australia and to perform Ford warranty service on such vehicles.

Blue Business Fleet Customer means a customer with a valid ABN who owns a fleet of less than five motor vehicles and a minimum of one Eligible Vehicle.

Customer Assistance, Warranty and Service Guide means the official Ford Customer Assistance Warranty and Service guide (also referred to as the "logbook") supplied with the vehicle at the time of purchase, which includes warranty and maintenance records.

Eligible Vehicles means all Ford Vehicles as defined in these Terms and Conditions and specifically excludes:
(a) privately imported vehicles;
(b) 'grey import' vehicles, i.e. vehicles imported other than through authorised Ford channels for the purpose of resale.

Ford means Ford Motor Company of Australia Limited, ABN 30 004 116 223.

Ford Vehicle(s) means a Ford branded vehicle produced in Australia or imported by Ford and distributed in Australia.

Free Loan Car means the Ford vehicle provided to a customer completing a Scheduled Service or Overnight Warranty Work by a Participating Dealer at no charge in accordance with these Terms and Conditions.

Gold Business Fleet Customer means a customer with a valid ABN who owns a fleet of twenty-five or more motor vehicles and a minimum of one Eligible Vehicle and did not obtain any platinum fleet or government discounts when purchasing the Eligible Vehicle.

Participating Dealer: means an Authorised Ford Dealer who agrees to provide a Free Loan Car to customers obtaining a Scheduled Service or Overnight Warranty Work pursuant to these Terms and Conditions.

Retail Customer: means a natural person who owns a fleet of less than five motor vehicles and a minimum of one Eligible Vehicle and did not obtain any fleet or government discounts when purchasing the Eligible Vehicle.

Scheduled Service mean for all Eligible Vehicles, each scheduled A, B or C services as set out in the Customer Assistance, Warranty and Service Guide.

Silver Business Fleet Customer means a customer with a valid ABN who owns a fleet of between five and twenty-four (inclusive) motor vehicles and a minimum of one Eligible Vehicle.

Overnight Warranty Work means any overnight repairs to an Eligible Vehicle that are covered by the Ford Express New Vehicle Warranty as set out in the Customer Assistance, Warranty and Service Guide.

Pursuant and subject to these terms and conditions, Free Loan Cars are available to eligible customers on Scheduled Services or Overnight Warranty Work to Eligible Vehicles at Participating Dealers.

a) Eligibility Criteria

Free Loan Cars are available at Participating Dealers only.

Retail and Blue, Silver and Gold Business Fleet Customers who complete a Scheduled Service or require Overnight Warranty Work for their Eligible Vehicle will be eligible for a Free Loan Car.

b) Other Conditions of the Free Loan Car Program

Provision of a Free Loan Car may be dependent on advanced booking and availability. The Free Loan Car provided may not match the Eligible Vehicle that is being serviced/repaired.

Customers who choose to use a Free Loan Car are required to:

  • Replace fuel used
  • Pay for tolls or fines incurred
  • May be charged a penalty for late return
  • May be charged an excess in the event of damage
  • May be offered an insurance excess waiver for an additional fee

Participating Dealers may require Customers to comply with general usage conditions.

SERVICE PRICE PROMISE TERMS AND CONDITIONS:

1. In these Terms and Conditions:

Authorised Ford Dealer means a Dealer appointed by Ford to sell new and /or demonstrator vehicles of the kind marketed from time to time by Ford in Australia and to perform Ford warranty service on such vehicles.

Customer Assistance, Warranty and Service Guide means the official Ford Customer Assistance Warranty and Service guide (also referred to as the "logbook") supplied with the vehicle at the time of purchase, which includes warranty and maintenance records.

Eligible Vehicles means all Ford Vehicles built from 2007 as defined in these Terms and Conditions and specifically excludes:
(a) privately imported vehicles;
(b) 'grey import' vehicles, i.e. vehicles imported other than through authorised Ford channels for the purpose of resale

Ford means Ford Motor Company of Australia Limited, ABN 30 004 116 223.

Ford Vehicle(s) means a Ford branded vehicle produced in Australia or imported by Ford and distributed in Australia.

Participating Dealer: means an Authorised Ford Dealer who agrees to perform a Price Promise Service for a price equal to or less than the Total Service Price pursuant to these terms and conditions.

Price Promise Service means a Standard Service and any Additional Scheduled Maintenance Items performed by a Participating Dealer for a price equal to or less than the Total Service Price pursuant to these terms and conditions.

Total Published Price means the maximum price for a specified Price Promise Service, as published at ford.com.au/service/calculator, which will remain valid for the stated effective period of the web-quote. The Total Service Price is based on information provided by the customer about the Eligible Vehicle. The actual service cost will be as agreed between the customer and the Participating Dealer after the dealer’s assessment of the Ford Vehicle.

Additional Schedule Maintenance Items means any selected additional scheduled maintenance items requiring routine servicing on a time basis where the Eligible Vehicle has been used under ‘Normal’ driving conditions as set out in the Customer Assistance, Warranty and Service Guide, including but not limited to brake fluid replacement and coolant change.

Standard Services mean for all Ford Vehicles (excluding PJ/PK Ranger, ZC/ZD Escape and JH Econovan), each standard scheduled A or B services which are scheduled to occur at each 15,000km or 12 month interval (whichever occurs first) and for PJ/PK Ranger, ZC/ZD Escape and JH Econovan mean each standard scheduled A or B services which are to occur at each 10,000km or 6 month interval (whichever occurs first), as set out in the Customer Assistance, Warranty and Service Guide.

Pursuant and subject to these terms and conditions, Price Promise Services are available on Eligible Vehicles at Participating Dealers.

2. What is covered under Price Promise Servicing?

The applicable Total Service Price will cover the standard items in each Standard Service and Additional Scheduled Maintenance Item where the Eligible Vehicle has been used under 'Normal' driving conditions (as set out in the Customer Assistance, Warranty and Service Guide for A and B services).Vehicles that have been used in severe or unusual driving conditions, as set out in the Customer Assistance, Warranty and Service Guide as C Services, may require additional labour, additional items, or additional servicing at more frequent intervals. Any additional labour, items and servicing will not be covered in the Total Service Price.

The standard items in each Standard Service and/or Additional Scheduled Maintenance Item are
(a) labour;
(b) parts (subject to condition 3 below)
(c) lubricants; and
(d) sundries which includes items such as oil and waste recycling and or removal, workshop supplies etc.

It is your responsibility to ensure that you present your vehicle for servicing at the intervals recommended for each Standard Service. If you miss any Scheduled Service, additional work may be identified which is not included in the Total Service Price.

3. Price Promise Servicing does not include the following items:

  • Directional tyre rotation where required;
  • Repair of accident damage to any component of the vehicle;
  • Additional maintenance due to modification from original specification;
  • Normal wear and tear consumable items requiring additional maintenance (including but not limited to brake pads replacement, fuses, wiper blades, batteries, tyres, wheel alignment adjustment);
  • Items that are identified as requiring more frequent attention depending on operating conditions (as described in the Ford Customer Assistance, Warranty and Service Guide C Service Conditions);
  • Air conditioners filter replacement;
  • Anything not specified in the A and B service schedules in the Customer Assistance, Warranty and Service Guide such as additional items of labour, parts or fluids;
  • Additional maintenance and repairs that may be recommended by your Authorised Ford Dealer to suit your individual driving characteristics;
  • Service or maintenance of non-genuine Ford parts;
  • Service, fitment or maintenance of any accessories, including Ford accessories.

Please note: Authorised Ford Dealers are required to advise you if any additional service or maintenance work is required. You should be informed prior to that work being undertaken and your consent should be requested and obtained before the Authorised Ford Dealer undertakes the additional service or maintenance work.

4. How often will the prices be changed?

Ford will update the Ford website (ford.com.au/service/calculator) with any changes to maximum prices for Standard Service or Additional Scheduled Maintenance Items at times when it is appropriate to do so. Customers however have the peace of mind in knowing that for every Total Service Price obtained from the website there will be a "valid till" date up to which Participating Dealers will charge no more than the relevant Total Service Price for a Price Promise Service.

SERVICE PRICE PROMISE FOR BRAKES TERMS AND CONDITIONS:

1. In these Terms and Conditions:

Authorised Ford Dealer means a Dealer appointed by Ford to sell new and /or demonstrator vehicles of the kind marketed from time to time by Ford in Australia and to perform Ford warranty service on such vehicles.

Brake Replacement means the replacement of brake pads on an Eligible Vehicles at a Participating Dealer using Ford genuine brake pads.

Brake Service means Brake Replacement and / or Rotor Machining (as required) performed for a price equal to or less than the current Brake Service Published Price pursuant to these terms and conditions.

Brake Service Published Price means the maximum price for a specified Brake Service as published at www.ford.com.au/service/brakes and as amended from time to time. Please note the charges for Brake Replacement and Rotor Machining are set out separately and therefore the Brake Service Published Price for a Brake Service involving a Brake Replacement and Rotor Machining will be the sum of the maximum prices listed.

Customer means any owner of an Eligible Vehicle.

Eligible Vehicles means all Ford Vehicles as defined in these terms and conditions and specifically excludes:
(a) F-Series & Transit Vehicles
(b) Performance Vehicles: FPV, ST Models and XR5 Models

Ford means Ford Motor Company of Australia Limited, ABN 30 004 116 223.

Ford Vehicle(s) means a Ford branded vehicle produced in Australia or imported by Ford and distributed in Australia.

Participating Dealer: means an Authorised Ford Dealer who agrees to perform Brake Services for a price equal to or less than the current Brake Service Published Price pursuant to these terms and conditions.

Rotor Machining means rotor machining on an Eligible Vehicles at a Participating Dealer.Pursuant and subject to these terms and conditions, Brake Services are available to customers on Eligible Vehicles at Participating Dealers.

2. What is covered in the Brake Service Published Price?

The applicable Brake Service Published Price will cover the Brake Services undertaken on Eligible Vehicles. Any additional labour, items and servicing will not be covered in the Brake Service Published Price.

The standard items in each Brake Service are:
(a) labour;
(b) brake pads (where necessary);
(c) rotor machining (where necessary);

3. How often will the prices be changed?

Ford will update the Ford website (www.ford.com.au/service/brakes) with any changes to the Brake Service Published Price at times when it is appropriate to do so.

4. How long will this program run for?

Ford reserves the right to change or extend this program at any time.

STATE AUTO CLUB ROADSIDE ASSISTANCE & MEMBERSHIP TERMS AND CONDITIONS:

1. In these Terms and Conditions:

Authorised Ford Dealer means a Dealer appointed by Ford to sell new and /or demonstrator vehicles of the kind marketed from time to time by Ford in Australia and to perform Ford warranty service on such vehicles.

Blue Business Fleet Customer means a customer with a valid ABN who owns a fleet of less than five motor vehicles and a minimum of one Eligible Vehicle.

Eligible Vehicles means all Ford Vehicles as defined in these Terms and Conditions and specifically excludes:
(a) privately imported vehicles;
(b) 'grey import' vehicles, i.e. vehicles imported other than through authorised Ford channels for the purpose of resale

Ford Vehicle(s) means a Ford branded vehicle produced in Australia or imported by Ford and distributed in Australia.

Participating Dealer means an Authorised Ford Dealer who provides State Auto Club Roadside Assistance and Membership to Retail Customers and Blue Business Fleet Customers with Standard Services pursuant to these terms and conditions.

Retail Customer: means a natural person who owns a fleet of less than five motor vehicles and a minimum of one Eligible Vehicle and did not obtain any fleet or government discounts when purchasing the Eligible Vehicle.

Standard Service mean for all Ford Vehicles (excluding PJ/PK Ranger, ZC/ZD Escape and JH Econovan), each standard scheduled A or B services which are scheduled to occur at each 15,000km or 12 month interval (whichever occurs first) and for PJ/PK Ranger, ZC/ZD Escape and JH Econovan mean each standard scheduled A or B services which are to occur at each 10,000km or 6 month interval (whichever occurs first), as set out in the Customer Assistance, Warranty and Service Guide.

State Auto Club Roadside Assistance and Membership: means the complimentary roadside assistance and membership program offered at Participating Dealers.

State Auto Club: means any of the following:

  • National Roads and Motorists’ Association Limited;
  • Royal Automobile Club of Victoria (RACV) Ltd;
  • The Royal Automobile Club of Queensland Limited;
  • The Royal Automobile Association of South Australia Inc;
  • The Royal Automobile Club of WA (Incorporated);
  • The Royal Automobile Club of Tasmania Limited;
  • Automobile Association of Northern Territory Inc; and/or their respective wholly owned subsidiaries;

Pursuant and subject to these terms and conditions, State Auto Club Roadside Assistance and Membership is available with Standard Services at Participating Dealers for up to 7 years/105,000 kms.

a) Eligibility Criteria
State Auto Club Roadside Assistance and Membership is available from Participating Dealers only. Customers not eligible to receive the State Auto Club Roadside Assistance and Membership offer, and customers of non-participating dealers, may still be offered a standard Roadside Assistance product in lieu of State Auto Club Roadside Assistance and Membership.

Further eligibility criteria are as follows:

  • New Ford Vehicle Buyers – up to 12 months standard State Auto Club Roadside Assistance and Membership applicable to Retail and Blue Business Fleet Customers when they purchase a new Ford branded vehicle.
    • Eligible vehicles: new Ford vehicles including local and imported passenger vehicles, Falcon Ute, Ranger, and SUV’s sold from April 1, 2013 (excludes Transit vans, which are covered by separate Ford Roadside Assistance packages).
    • Note: New Transit vans are covered by a 12 month Ford Vancare Roadside Assistance product and therefore do not receive State Auto Club Roadside Assistance and Membership when purchased.
  • Standard Servicing Customers – up to 12 months State Auto Club Roadside Assistance and Membership applicable to Eligible Vehicles.
    • Vehicles which are eligible for State Auto Club Roadside Assistance and Membership are: Eligible Vehicles receiving a Standard Service from 1 April 2013 that are owned by a Retail Customer or a Blue Business Fleet Customer and that have not reached 7 years or 105,000kms. Eligible Vehicles include local and imported Passenger, Falcon Ute, Ranger and SUV’s.
    • FPV vehicles are only eligible to receive State Auto Club Roadside Assistance and Membership after the completion of the 3 year Ford Premium Roadside Assistance product that is included with all new FPV vehicles.
    • Transit vans are only eligible to receive State Auto Club Roadside Assistance and Membership after the completion of the 1 year Ford Vancare Roadside Assistance product that is included with the sale of all new Transit vehicles. Towing will be at the customers cost for Vans with a GVM >2,500kg.

b) Length of Cover

The complimentary State Auto Club Roadside Assistance and Membership is valid from the date of your last eligible Standard Service or from the date you purchased your eligible new Ford vehicle for 12 months or until the date you complete your next eligible Standard Service (at which point you will receive a new 12 month period of Roadside Assistance and Membership if you remain eligible), whichever occurs first.

c) Membership Differences for Ford Customers

General Differences

In most cases, the complimentary State Auto Club Roadside Assistance and Membership offered to Ford customers is the same as the full priced, standard retail product available for purchase directly from the State Auto Clubs, with a few small differences:

  • Towing: Where Ford members are eligible to be towed, Ford members will be towed to the nearest Ford Dealership or authorised Ford Service Centre. Should towing exceed the roadside assistance towing benefits of their nominated State Auto Club, then Ford will pay the difference, in accordance with the relevant Club’s general conditions, exclusions and limitations.
  • Batteries: Ford batteries are covered under a 12 month warranty and will be replaced at no cost to the member if the battery fails while under this warranty period.

Differences unique to RAA, RACT and AANT

A further difference applies to the membership offered by RAA, RACT and AANT. Membership to these Clubs normally covers the individual rather than the vehicle. An exception will be made for Ford customers who obtain a complimentary membership to allow a vehicle based membership for new members. This means that ALL drivers of the nominated Ford vehicle will be covered for roadside assistance rather than just the individual.

Existing members of RAA, RACT and AANT will also receive this vehicle based membership, however it will be applied as a separate membership covering their Ford vehicle. This is in addition to the existing personal membership, however the two will be linked ensuring continuity of the member’s “years of membership” benefits. For any remaining portion of the existing personal membership at the time the new State Auto Club Roadside Assistance and Membership is conferred on the existing member’s vehicle, customers will be given two options:

1. Continue as a personal member to ensure they are covered for Road Service in any vehicle they drive. This will require no action from the member as the membership will continue running until the expiration date, at which time a separate renewal notice will be issued. OR
2. Place their existing membership ‘on hold’ whilst they have the complimentary 12 months membership for their Ford vehicle, after which the existing membership will be reestablished. This will require the member to contact RAA/AANT/RACT.

All options will be explained in the welcome letter that the Retail Customer or Blue Business Fleet Customer will receive from their relevant State Auto Club.

d) State Auto Club Roadside Assistance and Membership Benefits Overview

The Roadside Assistance benefits available to State Auto Club members include:

  • 24 hour roadside assistance, 365 days per year:
    Should you require assistance following a breakdown, your local Auto Club will come to you at the roadside 24 hours a day, 365 days per year - anywhere in Australia.
  • Flat battery:
    The Auto Club will jump-start a flat battery or arrange a battery replacement. For 12 months from the first date of vehicle registration, if your battery fails, the Auto Club will replace it at no cost to you.
  • Out of fuel:
    The Auto Club will assist you with the provision of petrol or diesel, where available, to enable you to travel to the nearest re-fuelling facility or, alternatively, arrange a tow. Fuel cost may be at the owner’s expense. Dedicated LPG vehicles will require towing to your nearest licensed LPG re-fuelling facility (within towing limits).
  • Flat tyre:
    The Auto Club will change a flat tyre (where vehicle has a serviceable spare) or, if necessary, a tow will be arranged and may be at the driver’s expense.
  • Lockout:
    The Auto Club will assist where possible in opening your vehicle, locating and delivering your spare keys (where applicable), or arranging a tow, provided adequate proof of ownership can be shown.
  • Mechanical breakdown:
    Where applicable, a Service Patrol Vehicle will be dispatched to assist the mobilisation of your vehicle at the roadside.
  • Towing:
    In the event that a vehicle cannot be mobilised at the roadside, that vehicle will be towed to the nearest Ford Dealer or authorised Ford Service outlet.

IMPORTANT: Please note that the Roadside Assistance benefits listed here form a brief overview only and do differ between each of the various State Auto Clubs. For a full list of your roadside benefits including towing entitlements, and the terms and conditions of your complimentary Ford package, please contact your relevant State Auto Club.

e) Calling for Roadside Assistance

State Auto Club members can call for roadside assistance by phoning 13 11 11 and are encouraged to tell the operator that they have obtained free roadside assistance courtesy of either purchasing or servicing their Ford. The operator will ask the following information:

  • Name
  • Registration number of the vehicle
  • Membership number
  • Precise location of the vehicle
  • A brief description of the problem
  • A contact telephone number (where possible)
  • The operator may also ask for the Ford unique identifier (which is located on the sticker on the windscreen) and VIN.

In the event a customer contacts the State Auto Clubs for roadside assistance, the customer may be required to show evidence of membership which will be supported by either the State Auto Club roadside assistance sticker placed on the windscreen of the customer’s vehicle by the Participating Dealer, the roadside assistance registration confirmation letter or other documentation provided by the Participating Dealer, or the customer’s State Auto Club membership card if they are a pre-existing member. Where a customer does not have any of these forms of confirmation they should contact their Participating Dealer to receive the required documentation prior to the Roadside Assistance being undertaken.

SYNC2 ‘FREE SATNAV UPDATES’ PROGRAM TERMS AND CONDITIONS

1. In these Terms and Conditions:

Authorised Ford Dealer means a Dealer appointed by Ford to sell new and /or demonstrator vehicles of the kind marketed from time to time by Ford in Australia and to perform Ford warranty service on such vehicles.

Customer Assistance, Warranty and Service Guide means the official Ford Customer Assistance Warranty and Service guide (also referred to as the "logbook") supplied with the vehicle at the time of purchase, which includes warranty and maintenance records.

Eligible Vehicles means all Ford Vehicles (as defined in these Terms and Conditions) with SYNC™2 and specifically excludes:
(a) privately imported vehicles;
(b) 'grey import' vehicles, i.e. vehicles imported other than through authorised Ford channels for the purpose of resale.

Ford means Ford Motor Company of Australia Limited, ABN 30 004 116 223.

Ford Vehicle(s) means a Ford branded vehicle produced in Australia or imported by Ford and distributed in Australia.

Free SatNav Update means the satellite navigation map update provided to a customer at no charge.

Participating Dealer: means an Authorised Ford Dealer who agrees to provide a Free SatNav Update to customers obtaining a Scheduled Service or Overnight Warranty Work pursuant to these Terms and Conditions.

Program Period commences 1 July 2016 and ends 30 September 2024.

Scheduled Service means for all Eligible Vehicles, each scheduled A, B or C service as set out in the Customer Assistance, Warranty and Service Guide.

Pursuant and subject to these terms and conditions, Free Map Updates are available to customers yearly on Scheduled Services to Eligible Vehicles at Participating Dealers.

a) Eligibility Criteria for Free Map Updates
During the Program Period, any customer who completes a Scheduled Service for their Eligible Vehicle at a Participating Dealer will be eligible for a Free SatNav Update unless they already have the latest map release installed.

Note: customers are able to update the maps in their Eligible Vehicles without completing a Scheduled Service in which case the cost of the update will be at the dealer’s discretion.

b) How often will customers receive Free Map Updates?

New map data is released once a year.