Advocate's Ordeal Sparks National Overhaul of Roadside Assistance Safety

Major roadside assistance providers across Australia are overhauling their safety protocols, introducing mandatory verification codes to protect stranded drivers. The national shift comes after comedian Laura Johnston launched a viral campaign following a frightening roadside encounter outside Canberra.

Ms Johnston was left stranded late at night when she called for assistance, only for an unmarked vehicle with a broken window to arrive. When she requested identification to confirm the driver worked for her roadside provider, the man reacted with aggression, swore at her, and drove away. Currently, Australian law does not mandate that roadside assistance workers or contractors display company branding or show identification.

The experience prompted Ms Johnston to launch a petition that has now gathered more than 27,000 signatures, calling for mandatory identity verification systems.

"The main reason we need to make this change is that I was expected to just trust that an aggressive man who came to my car was who he said he was, based on his word alone," Ms Johnston said.

"I don't think that's a safe situation to be putting passengers or drivers in."

Major Providers Commit to Changes

Following the campaign, Ms Johnston met with NRMA chief executive Carolyn Darke, who apologized and committed to updating company procedures.

"We chatted through what I experienced, there were lots of apologies and there was also a [commitment that they] we're going to look into implementing a code system," Ms Johnston said.

"I've so far got three companies that have jumped on board, and I'm looking at getting more this week."

Ms Johnston explained that the updates utilize existing resources. "It's about using codes that are already in place, like a membership number or a licence plate, so that we have something to verify," she said. "So it's going to be hopefully an Australia-wide change."

The NRMA has confirmed its new verification system will launch within weeks, with technical development currently underway.

"As a member organisation that is committed to going above and beyond, this meeting allowed us to hear from Laura and share ideas on how we can make the identification process on the side of the road simpler and more efficient," an NRMA spokesperson said. "We will now begin the process of implementing these enhancements."

Widespread Industry Action

Queensland's RACQ has also updated its safety measures in response to Ms Johnston's campaign, introducing stricter identification rules for its patrols and contractors.

"Our patrols and contractors are … required to conduct a mandatory phone call to the member introducing themselves and confirming their ETA," an RACQ spokesperson said.

"As part of that mandatory phone call, we have implemented a new process for our contractors and patrols: they will now also provide their number plate details, make, model and colour of their vehicle to the member to give them further peace of mind that the person arriving has been sent by RACQ."

In Victoria, RACV members will be able to ask roadside assistance operators to confirm their unique membership number upon arrival starting Wednesday. Makarla Cole, RACV's general manager of automotive services, said the initiative offers motorists peace of mind.

"This new identification option for members adds another level of security alongside our RACV-branded assistance patrol vehicles and RACV-branded uniforms or vests that drivers are required to wear," Ms Cole said. "This new layer of safety is also in addition to members being able to follow the assignment and arrival of their Roadside Assist patrol request through the RACV app."

Meanwhile, Auto & General, which services brands including Budget Direct and Coles, stated it already uses a six-digit reference code to verify the identities of its service providers.

Broad Support for Safer Roadsides

Ms Johnston, whose viral video detailed her ordeal and received more than one million views on TikTok and Instagram, has also met with representatives from the federal government’s Office for Women. The advocate noted that the issue resonates across demographics.

"But I'll also point out that it wasn't just women. There were also some six-foot [tall] men going, 'Hey, I would have been terrified as well,'" Ms Johnston said.

"I genuinely believe [this policy change] is the best way to protect vulnerable people at the side of the road, when they're broken down, so they have a way of knowing that the person there is actually there to help them."

She added that the issue is particularly acute outside metropolitan centers. "A lot use roadside assistance in metropolitan areas and we just didn't know that in rural and remote areas we were often outsourcing to contractors who then didn't have a way of verifying [their identity] or showing up in uniform or a branded vehicle."