Each vehicle may have small differences, for more information on your specific vehicle, please use link below

See the Asset Information Table on the Service Support Landing Page

FAQ Answers

Questions

Answers

What is my lock box code?

The lock box code is in the Asset Information Table - see use above link. 

I require roadside assistance because the vehicle:

• Won’t turn on
• Has a flat tyre
• Is bogged/stuck

Note*: Not all vans carry a spare tyre. Roadside Assistance will need to tow the vehicle to the van base. 

Roadside Assistance can be contacted by HQ or a volunteer via:

Australia
Fleet Card 
1300 975 114

New Zealand 
AA
Account number: 7914918
+64 9 966 8688 (calling from AU) 
0800 500 222 (calling from NZ) 

The van’s engine is turning off when I come to a stop. 

The start-stop system is a fuel-saving technology that automatically shuts off the engine when the vehicle comes to a complete stop. To re-start, simply release the brake and press the accelerator. 

The Hybrid Van (Mercedes Sprinter) door is stuck/won’t slide.

Standing on the outside of the vehicle, face towards the stuck door. Go towards the end of the door that is closest to the back of the vehicle. Ensure all fingers are removed from potential pinch points, then push firmly against the rear section of the door. You may hear a click when the locking mechanism is re-engaged. Once you hear the locking mechanism, use the door handle to open the door.

The van sliding or back door won’t unlock. 

Double-click the unlock button on the keys to open both the front cab and rear doors. 

How do I refuel (how to use the fuel card)?

A van should be refuelled after each shift to prevent it dropping to below ¾ of a tank. 

• Go to a fuel station 
• Locate the fuel card (usually stored in the sun visor)
• Open the fuel cover (the door passenger will need to be open to do so)
• Check that you are using the correct fuel (diesel only)
• Fill the tank
• Check the odometer and remember the number 
• Go in to the counter and let them know you are using a fuel card 
• Provide the odometer reading and swipe the card
• No need to keep a receipt

If the fuel card cannot be located, you will need to message your teams whatsapp chat.

How many washes/showers can we complete without being connected to a tap or waste drainage point?

Laundry Vans (approx.)

• 6 loads of washing

Hybrid Vans (approx.)

• 4 loads of washing
• 5 x 5 minute showers