'Terrifying' roadside assistance ordeal sparks national change

A viral video of a frightening roadside assistance encounter has prompted a major Australian motoring organization to implement new safety measures. Comedian Laura Johnston's "terrifying" experience while stranded late at night led to a campaign for change, resulting in NRMA contractors being required to provide customers with an identity code.

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

Johnston described how an unmarked vehicle with a broken window arrived after she called for help. When she asked the contractor for identification, she said he became aggressive, swore at her, and drove away, leaving her stranded. This incident highlighted a lack of legal requirements for roadside assistance companies to brand their vehicles or for staff to display identification.

Johnston's petition for a verification system garnered over 27,000 signatures. She met with NRMA chief executive Carolyn Darke, who committed to implementing a code system. "We're going to look into implementing a code system," Johnston stated, adding that three companies have already agreed to adopt the measure. "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."

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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.

The NRMA confirmed its ID code system will be rolled out in the coming weeks, with technical work underway. A spokesperson said the meeting allowed them 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." Queensland's RACQ has also enhanced its identification process, requiring patrols to make a mandatory phone call to members, confirming their ETA and providing vehicle details for added peace of mind.

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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.

Johnston's initial video received over a million views across social media platforms. She has also met with representatives from the federal government's Office for Women, sharing her advocacy for improved safety in roadside assistance.

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We will now begin the process of implementing these enhancements.