New SMS facility for Deaf and Hard-of-Hearing Motorists to contact VicRoads.

VicRoads has introduced a new service to enable motorists who are Deaf and Hard-of-Hearing to send a text message to VicRoads using the mobile telephone short message service (SMS) when in need of assistance or to report an accident on the freeway in place of the standard Freeway Help Phones that only have voice call facilities.

What is a Freeway Help Phone?

A Freeway Help Phone is a road-side telephone for situations when motorists need assistance or need to report an accident or hazard on the freeway. The Freeway Help Phones in Victoria are usually blue or silver in colour, often with a solar power panel on top.

The VicRoads Traffic Management Centre monitors the Freeway Help Phones and has trained operators to answer calls from members of the public. The VicRoads Traffic Management Centre provides information on road and traffic conditions, hazards and appropriate routes for travel throughout Victoria.

VicRoads responds to calls made from approximately 800 Help Phones located on metropolitan and rural Victorian freeways. In the interests of road and public safety, assistance is provided to motorists with broken-down vehicles to ensure that the vehicle is moved from the freeway in the shortest possible time. Motorists often use the telephones to let VicRoads know about hazards on the road.

How do I use the new SMS facility?

The process of sending a message is the same as you would normally send a SMS. However, you should be at the location of a Freeway Help Phone when you send the message.

The message should include the following details:

• Freeway Help Phone box number (this is a three digit number located on the outside of the help phone and this number is used by the VicRoads operator to identify your exact location.)

• Your vehicle registration number

• Your reason for messaging (this should be kept at short as possible).

VicRoads will acknowledge your message and provide you with a response. VicRoads may message you back to seek additional information to assist with your matter.

What number should I send my message to?

The telephone number to contact VicRoads via SMS is 0403 131 170. (Please note: This number is not displayed at the Freeway Help Phones locations. You may want to write this down or save it into your mobile telephone to refer to later.)

Who will answer my message?

A trained operator from the VicRoads Traffic Management Centre will answer your message and provide you with a response to suit your situation.

When should I use the service?

You should use the service if you require assistance from VicRoads or you would like to report a hazard on the road.

Some examples of the types of calls and responses that often occur.

Where are the help phones located?

There are approximately 800 Freeway Help Telephones located on all metropolitan freeways and some rural freeways throughout Victoria.

There are signs along the freeways to indicate where the nearest Freeway Help Phone is located.

How long will it take for VicRoads to get back to me?

A VicRoads operator in the VicRoads Traffic Management Centre will aim to answer your call as soon as possible. The amount of time taken to get back to you will depend on the volume of calls at that time, however VicRoads aims to respond to your call within 10 minutes.

Is this service available to all mobile phone companies?

Yes, this service operates over all mobile communications carrier networks. However, VicRoads is not responsible for the mobile phone coverage in the areas of the Freeway Help Phones – this is managed by the mobile phone carriers.

Is there a cost for this service?

There is no charge to you from VicRoads for the assistance and response provided However, you will incur the standard SMS charge as set by your mobile phone carrier.

Can anyone use this service?

VicRoads has introduced this new service to enable members of the community who are hearing-impaired to contact VicRoads in situations when motorists need assistance or need to report an accident or hazard on the freeway. This service is not being actively promoted to the general public to ensure that the SMS facility is not misused by motorists who can otherwise utilise the voice call facilities on the freeway Help Phones.

What happens if someone tries to call the VicRoads mobile number?

The mobile number has been set up to accept SMS only through a computerised system which automatically displays your message on a screen. There is no voice call facility attached to this mobile telephone number.