Each vehicle may have small differences, for more information on your specific vehicle, please see the Asset Information Table on the Service Support Landing Page.

FAQ Answers

Questions

Answers

What is my lock box code on the side of the van? 

The lock box code can be found via the Asset Information Table on the Service Support Landing Page, under the ‘Lock Box Code’ field.

How do I access storage at the van base? (there may be a lock box code needed)

Access information regarding storage can be found via the Asset Information Table on the Service Support Landing Page, under the Asset Base Storage’ field.

The vehicle won’t turn on.

The wheel may be locked. Whilst turning the keys in the ignition, with your foot on the brake, shake the wheel from left to right and the wheel should release and the vehicle should turn on. Try this a couple of times. If this does not work, proceed to the below step.

I require Roadside Assistance because the vehicle:

• Has a flat battery
• 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. 

The volunteer with the vehicle will need to contact Roadside Assistance. This is because Roadside Assistance needs a contact who is on the ground with the vehicle, and can notify them of their ETA. 

The only information needed to be provided to Roadside Assistance is the registration, and payments for any fixes, is made through our account.

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) 

Advise the volunteer that Roadside Assistance will usually turn up to the vehicle within 60 minutes.

If the vehicle needs to be towed, please ask the volunteer to have the vehicle towed back to the van base.

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. 

1. Go to a fuel station 
2. Locate the fuel card (usually stored in the sun visor)
3. Open the fuel cover (the passenger door will need to be open to do so)
4. Check that you are using the correct fuel (diesel only)
5. Fill the tank
6. Check the odometer and remember the number 
7. Go in to the counter and let them know you are using a fuel card 
8. Provide the odometer reading and swipe the card (there is no PIN needed!)
9. No need to keep a receipt

If the fuel card cannot be located, you will need to message your team's whatsapp chat to notify the Team Leader.

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

Laundry Vans (approx.)

• 5 loads of washing

Hybrid Vans (approx.)

• 4 loads of washing
• 5 x 5 minute showers