Association-Profile-2015-lr

AA ASSOCIATION PROFILE 2015 | 3
The New Zealand Automobile Association has helped Kiwi motorists for more than
110 years.
From its early roots in May 1903, when Dr George Thomas Humphrey de Clive Lowe
invited about 20 new motoring enthusiasts to consider his germ of an idea to start
an automobile club, to now, with more than 1.4 million Members, there are few
people in New Zealand who haven’t had some form of contact with the AA.
First in Auckland, followed by Canterbury a few months later, motoring clubs began
to dot the country with at least 15 different automobile associations registered
by 1930.
In 1991, the New Zealand AA was formed with the amalgamation of 17 district
automobile associations and became the country’s largest club.
The AA has a simple vision: That AA Membership be truly indispensable. Historically,
our Member benefits have centred around AA’s iconic Roadservice, providing support
to motorists in the event of a breakdown, alongside other benefits
such as maps and motoring advice. While these historic benefits
continue, we have recently focused on growing the range and value
of benefits to provide more value to Members with the addition of
new entitlements such as free professional eye checks, free driving
lessons for learner drivers, and fuel discounts.
AA – a cultural icon

4 | AA ASSOCIATION PROFILE 2015 AA ASSOCIATION PROFILE 2015 | 5
The AA brand represents a rich history, which is why a version of our historic club
mark has been reintroduced to sit alongside our modern logo. This reflects both our
commitment to the present and future needs of motorists and also the pride we
have in our heritage – serving the needs of New Zealand motorists for more than a
century.
A solid belief the AA can deliver on all of our services is backed up with a track record
that began at the beginning of the 20th century when most New Zealanders were
using a different kind of horse power to get around.
While logos might change over time, the AA brand will always stand for providing
high quality, reliable and helpful service to all Members.
Brand
Commitment to Members

Delivering value for Members is at the heart of everything we do. We strive to
ensure the value of Membership benefits offered significantly exceeds the cost of
the subscription. We also act as an advocate for Members by being the voice of the
New Zealand motorist with all relevant regulatory authorities and interest groups.
Today AA Membership includes:
> A free eyesight examination at Specsavers once
every two years
> Three free driving lessons for Members, Members’
children or grandchildren who are learner drivers
> Free vehicle safety checks and expert motoring
advice
> Discounted movie tickets at EVENT and
Rialto cinemas
AA Membership means...
…service, value and honest guidance.
With that service is great value. This is reflected in the overall cost of Membership, which has been held
at the same level for many years, and the benefits belonging to the AA brings.
While Roadservice remains the key reason why motorists join the AA, the added benefits offered to
Members across a growing range of services are significant.
> Discounts with travel partners including Thrifty and
Interislander
> Insurance discounts
> At least six AA Roadservice callouts a year
> Discounts on many AA Motoring products
> Automatic ability to earn and redeem AA Smartfuel
fuel discounts

Making the roads safer for our Members is at the heart of much of our advocacy work and we are a
lead supporter of the United Nations Decade of Action for Road Safety, which is seeking to significantly
reduce deaths and injuries on the world’s roads by 2020.
The AA pushes for realistic and evidence-based changes that will make the roads safer and we have
established the AA Research Foundation to help achieve this.
As part of our commitment to road safety we are a leading partner in KiwiRAP, a world-leading road
assessment programme that identifies which roads have the greatest risks so safety improvements can
be targeted where they are most needed. The AA has also partnered with the Transport Agency and
Caltex in a programme to help learner drivers who would otherwise struggle to gain their restricted
licence, and is a major supporter of Students Against Dangerous Driving (SADD), which is active in nearly
three-quarters of secondary schools.
Keeping the costs of motoring fair and reasonable is another key focus of our advocacy work. The cost
of fuel is a major concern for many Members so our AA PetrolWatch function constantly monitors the
markets and acts as a watchdog on the oil companies. Costs like fuel taxes, licensing fees, ACC levies,
Road User Charges and parking fees add up to considerably amounts for motorists and the AA seeks to
make sure our Members are not paying more than they should be.
When the transport system works well we hardly notice it, but when it doesn’t it is
one of the biggest frustrations people have. Since the earliest days of the AA, calling
for changes to make things better and safer on the roads has been a key task of the
Association. Our advocacy work is about being a strong voice for our Members and
motorists and there are three key aims:
> Being the motorist’s champion
> Improving road safety
> Better roading infrastructure
Whether it is altering speed limits, give way rules or transport funding, the
Government and transport authorities are constantly considering changes that will
impact drivers, and the AA is there representing our Members. Our work involves us
dealing with a range of Government agencies, Ministers and political parties.
We undertake our own research, look at international experience, canvas our
Members’ views and use all of this to form our position on issues. With our
Membership being so large, it includes a wide range of views, so we regularly
survey random samples on both national and local issues. Our 17 District Councils
throughout the country are each made up of 10 volunteer AA Members who are the
voice of AA Members in their area.
Advocacy

Fuel costs are a common gripe
as motorists struggle with
sometimes daily fluctuating
prices.
Fuel price affects more than
just the cost of motoring, they
can have a significant impact on
household budgets. As a result
many Kiwi motorists are on the
lookout for the best deal.
The launch of AA Smartfuel
in 2011 enabled the club to
provide not just cheaper fuel as a
Member Benefit, but a discount
to all motorists who choose to
participate.
Within three years, AA Smartfuel
delivered more than $150 million
in fuel savings to Kiwi motorists.
This figure continues to grow as
more motorists realise the benefits
of participating in the programme.
The focus continues on adding
moreretailerstothepartnervillage
to provide more opportunity for
motorists to earn fuel discounts.
AA Smartfuel
For many, an AA Centre, AA Auto Centre or testing station is the first stop on the
journey towards obtaining a driver licence.
More than a million driver license transactions are handled by the AA every year on
behalf of the Transport Agency, which accounts for about 80% of all New Zealand
transactions.
The AA conducts computerised theory tests and takes bookings and payments for
the next stages of the graduated licence process involving practical tests. While the
AA does not conduct practical driver testing, many AA sites are used as a base by
the testers.
For those intending on driving overseas and requiring an internationally recognised
licence, driving permits are also available through the AA and online through the
AA website.
Driver Licensing
and Motor Vehicle
Licensing

The AA is well represented across the country with its AA Centres, Vehicle Testing Stations and Auto Centres. In small townships the AA maintains a presence through its network of agencies and AA Licensed Repairers.
Nelson
Richmond
Christchurch
Central City
Hornby
Papanui
Dunedin
Blenheim
Invercargill
Oamaru
Rangiora
Christchurch
Riccarton
Shirley
Sydenham
Timaru
Ashburton
Balclutha
Gore
Greymouth
Hokitika
Mosgiel
Motueka
Queenstown
Rolleston
Westport
Member and customer channels
Whangarei
New Plymouth
Hamilton
Frankton
Te Rapa
Matamata
Tauranga
Mt Maunganui
Rotorua
Taupo
Wellington
Central City
Lower Hutt
Levin
Masterton
Hastings
Feilding
Hamilton
Five Cross Roads
Hawera
Palmerston North
Whanganui
Napier
Paraparaumu
Wellington
Lambton Quay
Lower Hutt
Porirua
Auckland
Constellation Drive
Albert Street
Meadowlands
Lynn Mall
Manukau
Orewa
Penrose
Quay Street
Takapuna
Westgate
Pukekohe
Cambridge
Dargaville
Gisborne
Huntly
Kaikohe
Kaitaia
Kawerau
Kerikeri
Morrinsville
Opotiki
Paeroa
Stratford
Taihape
Taumarunui
Te Kuiti
Te Puke
Thames
Tokoroa
Whakatane
Waipukurau

We have 38 AA Centres in cities and towns across New Zealand, providing many
AA Members, customers and motorists with access to a wide range of products
and services.
Nearly 250 staff assist in delivering more than 70 products and services
available through the AA. Our Centre staff are trained customer service
consultants who can assist Members and non-members with:
> Membership joins and renewals
> Free maps and guides for Members and AA Smartfuel cardholders
> Insurance services – car, home, contents, life, funeral cover
> Financial services – car loans, term deposits
> Driver and vehicle licensing services
> Inland Revenue Department (IRD) personal number applications
> Travel information and bookings
> Wide range of retail merchandise
> Real estate Agent Authority identification cards
> Passport photos
AA Centres
Our Club
Car Loans
Get behind
the wheel with
a better deal

An AA card is tucked into the wallets of nearly a million New Zealanders who are
Members of the club.
At the beginning of 2015, there were more than 940,000 personal Members and
the number continues to grow. Together with vehicle-based members, the club has
nearly 1.5 million Members.
More than half of our personal Members have been with us for longer than 10 years.
Our Members are at the heart of everything we do. The Association exists to deliver
on service, value and honest guidance to our entire Membership base centred on
six key areas:
> Motoring support
> Member discounts
> Tourism
> Advocacy
> Insurance and Finance
> Driver education
With our focus on these six areas, the AA is more than just a breakdown service.
This focus also enables us to improve what we call the subscription value equation
– essentially working to ensure that we increase the value of the benefits Members
receive while continuing to hold the cost of subscription, which has not risen for
many years.
We further enhance the value Members receive by providing increased discounts
in recognition of Member tenure with the Club. Many Members receive signicantly
more value for their Membership than the cost of renewal.
AA Membership

Roadservice
While there are a host of reasons for motorists to join the AA, the threat of worrying
clunking noises under the bonnet on a cold and rainy night, a dead battery or even
a flat tyre remains a common reason for new joins.
While the chance of a major mechanical breakdown has diminished over the years
as car reliability improves, motorists continue to require roadside assistance for a
range of issues including technical and mechanical problems, flat tyres, flat batteries
and keys locked in cars.
Since the first roadside patrol service provided by the AA in 1925, technology has
enabled a faster, more efficient and sophisticated service. The AA Roadservice
team is continually looking at streamlining and improving the service and Member
experience.
Today Members can request AA Roadservice and breakdown assistance through the
AA’s website, phone or through the AA Roadservice app, which takes advantage of
GPS technology to locate Members more quickly than ever. The AA attends nearly
half a million Roadservice requests every year.
Ultimately, having access to 24/7 nationwide roadside assistance provides motorists
with security out on the road.
AA Motoring
The NZ Automobile Association is an incorporated society formed following the
merger of the independent motoring clubs in 1991.
We exist to service our Members, so it’s imperative for them all to have a voice and
interaction if they want or need to.
To ensure local representation there are 17 AA District Councils spanning the country,
which are elected by Members an at annual meeting every year. The councils meet
monthly and discuss issues related to motoring affairs national policy and local
transport issues. Each district elects one representative to sit on the AA’s National
Council – the main governing body of the association.
The National Council meets quarterly to consider matters of national policy for
motoring affairs and to receive reports from both the AA Board and Chief Executive.
The National Council is responsible for approving the AA accounts and budget.
Delegated authority is provided from the National Council to the AA Board to manage
the commercial activities of the association. The Board is made up of a President,
Vice President and six members elected from past and sitting National Councillors.
The Board meets monthly and works closely with the Chief Executive.
Our head office is in central Auckland, while the advocacy team is based in
Wellington to be near government organisations such as the Transport Agency and
related bodies.
Governance
OUR BOARD
Back from left: Lyndsay Tait (Wanganui), Warren Masters (Canterbury), Steven Grant (Auckland), Mark Winger
(Auckland). Centre from left: Murray Lander (Club Sectretary), Brian Gibbons (CEO), Brett Flintoff (Southland),
Gary Stocker (Nelson), Front from left: Trevor Follows (President/Waikato), Roger Bull (Hawkes Bay).

AA Compliance sites
The AA operates six Compliance sites at four AA Vehicle Inspection Centres (Tauranga,
Napier, Sydenham, Glenn Innes and New Lynn) and at the two New Plymouth Vehicle
Testing Stations. Additional to these are 11 third party compliance sites. More than
31,000 imported vehicles are processed through these sites annually.
AA Licensed Repairers
With more than 140 AA Licensed Repairers throughout New Zealand, Members and
motorists have access to high quality and consistent servicing and workmanship.
Members of the Licensed Repairer network are required to meet and demonstrate
exacting standards in order to achieve AA certification.
AA Battery Service
Every year more than 700,000 Member callouts relate to car battery problems.
These issues often occur at the worst possible time, so the arrival of a fully equipped
battery van with an expert who can resolve the problem on the spot boosts efficiency
and ensures Members are back on the road faster.
As a result, the AA prioritised building its fleet of battery vans to assist Members and
other motorists who require their flat battery to be either charged or replaced.
AA Members receive a discount on the cost of new batteries.
Up to 96% of a battery is recyclable so the AA encourages its Members to utilise
its recycling scheme to ensure batteries are disposed of in an environmentally
friendly way.
Business Vehicle Solutions
Alongside providing roadside assistance to more than 940,000 personal Members,
the AA also provides Roadservice to half a million vehicles with AA Business Vehicle
Solutions.
Business Vehicle Solutions provides Roadsevice and related services to businesses.
Clients include vehicle manufacturers, insurance companies, motor vehicle
dealerships, fleet leasing companies, car rental and campervan companies and
other businesses.
Motoring Services
For more than a century the AA has provided expert motoring advice and car
information to Members and the wider motoring public.
Alongside that, the Motoring Services division has developed a commercial operation
centred on a network of 29 AA Auto Centres and AA Auto Service & Repair sites, eight
AA Vehicle Testing stations and nationwide Vehicle Inspection services. Rounding
out the network are about 140 AA Licensed Repairers.
When the WoF certification requirements were extended to a 12 month period
from six months, Motoring Services added a further free Member Benefit called
the AA Safety Check to provide Members with surety their car is safe and roadworthy
in between WoF checks.
AA Driver and Vehicle Licensing Agents
Additional to the AA’s owned and operated AA Centres are 36 AA Driver and Vehicle
Licensing Agents which operate from existing businesses in smaller townships.
This partnership with local businesses enables the AA to provide a nationwide
service to Members, motorists and customers and includes services such as
Membership joins and renewals, travel guides and maps, driver and vehicle licensing
requirements, international driving permits, passport photos and Inland Revenue
Department applications.
AA Vehicle Testing Stations
The AA has eight Vehicle Testing Stations located in Wanganui, Hornby, two in
New Plymouth and two in Auckland (Glen Innes and Sunnybrae) all of which offer
Certificate of Fitness (CoF) for heavy vehicles, passenger vehicles and rental vehicles,
and Warrant of Fitness (WoF). These sites enable customers to drive in for a WoF or
CoF without having booked in advance and offers customer a relaxing environment
in a lounge where they can enjoy tea and coffee facilities and magazines while they
await their vehicle.
AA Auto Centres / AA Auto Service & Repair outlets
AA Auto Centres and AA Auto Service & Repair sites are located across New Zealand
and offer both Members and the public a premier vehicle repair service. No matter
where an Auto Centre is located, customers can expect a consistent standard of
service. Members receive an AA Member discount of 10%.
AA Vehicle Inspection sites
The AA owns and operates six Vehicle Inspection sites which are located in Tauranga,
Napier, Blenheim, Christchurch, Oamaru and New Lynn. AA Vehicle Inspections
are also offered at selected AA Vehicle Testing and AA Auto Centre sites. Mobile
inpections in Auckland, Hamilton, Wellington, Paraparaumu, Ashburton and Timaru.
We inspect more than 135,000 vehicles annually.

AutoGlass
In 2010, AA AutoGlass was added to the suite of services provided to Members and
the wider motoring public.
Chip repairs and windscreen replacements that are reliable, guaranteed and mobile
ensures that motorists can remain mobile with minimal hassle if an errant stone
creates spider-webbed vision.
Most parts of New Zealand are covered by the mobile service.
In addition, AA AutoGlass can install a temporary side glass window on the spot as
a stop gap ahead of a complete replacement being arranged. This service is free for
AA Members.
Driver Education
Earning a driver licence is a Kiwi rite of passage, one nearly every teenager embarks
on usually between the ages of 16 and 18.
In 2012, as part of its Safer Journeys strategy, the government introduced a tougher
practical restricted licence test, which immediately saw a significant decline in the
pass rate from about 80% to 50%.
The AA supports a stringent testing regime. Those who pass the test have
demonstrated they are good enough
to go through to the next stage of
the graduated licensing process and
proven to themselves and other
motorists they are safe on the road.
Driver training has been offered by the
AA for more than a decade, but since
2012, the Club has refocused its efforts
to provide a complete education
programme for both new learners and
also experienced motorists.
In 2013, the school developed the Learn
to Drive the AA Way programme, which
encompasses the education needs of
new learner drivers right through to
experienced motorists using a range of
tools centred on professional driving
lessons and defensive driving courses.
Part of the programme is an
initiative to provide new learner
drivers with the right skills right
at the beginning of their journey
to become safe motorists for life.
AA Ignition provides new learner drivers, who are either AA Members or have family
members in the Club, with three free driving lessons. This provides a solid foundation
on which new learner drivers can build, equipping themselves with vital skills and
information required to be a competent driver.
This is a Member Benefit developed to ensure the AA is doing its part to improve
road safety outcomes in line with the United Nation’s Decade of Action focused on
halving the global road toll by 2020.
With more than 100 driving instructors throughout New Zealand, the AA Driving
School has a large base of professionals dedicated to ensuring new drivers are safe
behind the wheel.
AA Driving School defensive driving courses help to round out the education. The
courses are approved by the NZ Transport Agency, which means new learners can
reduce the time they spend on a restricted driver licence while learning defensive
driving skills.
Three
free driving
lessons

Established in 1993 Qualmark is jointly owned by Tourism New Zealand and the
AA. Qualmark is the official quality assurance system for the New Zealand tourism
industry which enables travellers to identify quality places to stay, things to do and
ways to travel around New Zealand.
Qualmark uses a star grading system for accommodation which includes a range
of accommodation options for travellers on any budget including hotels, motels,
backpackers, B&Bs and holiday parks. Accommodation providers registered with
Qualmark have undergone a rigorous assessment to gain a star rating of between
one start (acceptable) and five stars (exceptional).
All businesses that display a Qualmark star rating or endorsed logo are also assessed
on their environmental performance.
Qualmark
Further information, competitions and travel discounts are provided to Members
in a regular email newsletter promoting domestic travel. Campaigns such as AA’s
iconic 101 Must-Do’s for Kiwis, which since first launching in 2006 has helped to grow
domestic tourism and inspired Kiwis to get off the couch and explore our wonderful
country, are run frequently.
Tourism is a cornerstone of the New Zealand economy with domestic travel
producing 59% of total tourism spend in New Zealand.
While the domestic sector doesn’t bring in the sought-after export dollars of in-
bound travel, it continues to represent the bread and butter revenue for many Kiwi
accommodation and leisure operators.
In the decades since, the tourism arm of the AA has gone through a number of
changes, each focused on providing not just travel-based services to Members, but
actually encouraging them to get out and explore New Zealand.
In more recent years, a number of campaigns were developed to assist with growing
the domestic sector alongside a collection of partnerships with regional tourism
organisations, operators, government entities and industry-good bodies.
AA Traveller is now a flagship brand within the Club providing a wide range of services
and free information for Members, New Zealand travellers and visitors through
AA Centres, agents and website.
Every year more than three million maps and accommodation guides are published.
Maps are free to AA Members and AA Smartfuel cardholders through AA Centres
and the regional and national accommodation guides are free to all, distributed
throughout the country.
AA Traveller

AA Life Insurance is a joint venture between the AA and Asteron Life Limited (the
specialist life insurance company of Suncorp New Zealand) and offers Members and
the public a range of life insurance options, including accidental death, term life and
funeral cover.
AA Members enjoy a discounted rate on policies, while Members and customers may
also be entitled to a healthy lifestyle discount for life cover.
AA Life
AA Insurance was launched in 1994 as a joint venture between the AA and GIO
Australia to provide motor insurance, and house and contents insurance to
the public. Today Suncorp Group and the AA are the joint venture partners of
AA Insurance Limited.
AA Insurance employs more than 580 staff throughout New Zealand, provides
insurance services to more than 300,000 customers and manages more than
500,000 motor, home and contents insurance policies.
Products and services on offer have been developed with Kiwis in mind and while
AA Members enjoy a discounted Member rate, insurance policies remain competitive
for non-members.
AA Insurance

Communication
Channels
Social Media
By the end of 2014, more than 85,000 fans were receiving updates from the AA
on social media platform Facebook. A further 44,000 subscribe to the AA Traveller
Facebook page and more than 150,000 to the AA Smartfuel page which features
popular competitions and news of the latest fuel saving offers.
The AA uses Facebook to instantly provide information about offers, competitions
and also helpful motoring hints and travel ideas.
With nearly a million individual Members and a wide
range of services and offers, the AA prioritises both
widespread and targeted communications.
While many people join the AA for the peace of mind
guaranteed roadside assistance provides, the Club
provides much more, particularly for Members.
Website
The AA website provides information on all parts of the AA and enables people to
join the club online, organise travel insurance, make car loan enquiries, book driving
lessons and defensive driving courses as well as selling or buying cars.
There is also a wealth of information available to assist people to better understand
all facets of motoring.
Emails
As one of the biggest clubs in New Zealand, the AA has an extensive database that enables the
organisation to reach out to hundreds of thousands of Members with exclusive offers, advice on new
Member Benefits and competitions.
When new Members join the AA, they can opt in to a comprehensive suite of welcome emails that
provide them with all the information they need to maximise their membership.
AA Directions Magazine
Distributed to more than half a million households three times
a year, AA Directions magazine is free for AA Members.
It aims to inspire people to get out and enjoy travelling around
New Zealand and also inform Members of the latest news,
views and promotions from the AA.
Each issue provides highlights of the latest advocacy issues
from the Motoring Policy team in Wellington and features
award-winning travel stories from within New Zealand and
overseas.
An electronic version is also available for download at
aadirections.co.nz
AA Roadservice
app
In 2014, the AA launched
its AA Roadservice app
which enables Members
to provide location, car
details and information on
the nature of the problem
in three steps without
making a phone call.

30 | AA ASSOCIATION PROFILE 2015
AA Travel Insurance
AA Travel Insurance is available for Members and the public online and in-store at
AA Centres. Through the AA’s partnership with Allianz Travel Insurance, the AA offers
two policy levels:
> Comprehensive Policy – a top of the range product with higher limits and
extended benefits
> Essentials Policy – covers the main risks faced by a traveller with restricted
benefits and lower policy limits.
For many, the purchase of a car is second in value only to buying a house. In many
cases, a car represents the biggest single purchase.
Financing any major purchase is an important decision, which is why for more than
two decades AA Finance has been there to support Members and the wider public
with competitive loans.
Over the last 20 years, AA Car Loans
has been recognised for its competitive
pricing, special Member Benefits
and high service standards.
AA Finance
The AA is a member of the Federation Internationale de
I’Automobile (FIA), which enables the AA to maintain links
with overseas motoring clubs and ensures New Zealand AA
Members can access reciprocal services when they travel
through affiliated clubs’ countries.

AA and the AA logo are registered trademarks and the colour combination YELLOW and BLACK
is a trademark of The New Zealand Automobile Association Incorporated.
©The New Zealand Automobile Association Incorporated 2015. All rights reserved.

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