If a hire van breaks down partway through a move, the first thing to do is get safe, not to fix it. Ease the van off the road to a safe spot, switch on your hazard lights, and get everyone out and away from traffic if you are in a risky position. Once you are safe, call the hire company on the breakdown number listed on your hire agreement, which for Turbofleet is 1300 410 510, and tell them where you are and what has happened. A mechanical breakdown that is not your fault is the hire company’s responsibility to sort out, through roadside assistance, a repair, or a replacement van, so you are not expected to arrange your own mechanic or pay for the fault. Your job is to make the scene safe, report it promptly, and follow their instructions. The steps below take you through it in order.
Step 1: Get the van and yourself to safety
Before anything else, deal with the immediate danger. If the van is still moving, steer it as far off the road as you safely can, onto the shoulder, a side street, or a car park, and away from live traffic lanes. Put on your hazard lights straight away so other drivers can see you, and if it is dark or low visibility, leave your parking lights on too. Apply the handbrake and, on any slope, leave it in gear or park. If you are stopped somewhere exposed, such as a freeway shoulder or a busy road, get everyone out through the passenger side, away from traffic, and wait behind a barrier or well off the road rather than in or beside the van. People come before the van and before the furniture, so do not stand in traffic trying to sort out the load. Only once you are safely stopped and clear should you move on to reporting it.
Step 2: Call the hire company’s breakdown line
With the scene safe, your next call is to the hire company, not a random mechanic or tow truck. Find the breakdown or roadside assistance number on your hire agreement or booking paperwork, and call it. For Turbofleet that is 1300 410 510. Have your booking details, the van’s registration, your location, and a quick description of what happened ready, since that is what they will ask for. Being precise about where you are speeds everything up, so use a nearby cross street, a landmark, or your phone’s location. The reason you call them first is simple: they arrange the roadside help and decide what happens next, and organising your own tow or repair without their say-so can leave you out of pocket and can complicate the cover. Let the people who own the van run the fix.
Step 3: Describe the problem clearly
A clear description helps them send the right help the first time. Tell them what the van did and any warning signs: a dashboard warning light, a flat or blown tyre, smoke or steam, a strange noise, a loss of power, or a failure to start. Note whether the van is drivable at all or completely stopped, and whether it is safely off the road or blocking traffic, since that changes how urgently they respond. If it is something simple like a flat tyre and the van has a spare and you are able and safe to change it, ask whether they would like you to, but never attempt it on the edge of a live road, where waiting for roadside assistance is far safer. The more accurately you describe it, the faster the right fix arrives.
Step 4: Follow their instructions and wait safely
Once you have reported it, the hire company takes over the fix. They may send roadside assistance to repair the van on the spot, arrange a tow, or organise a replacement van so you can carry on with the move. Follow what they tell you and stay somewhere safe while you wait, out of traffic and, in bad weather, out of the elements. Keep your phone on and charged so they can reach you with updates or an arrival time. Do not leave the van unattended if it still has your belongings loaded, unless staying with it is unsafe, in which case tell the hire company and take any valuables with you. This is the point where the situation is out of your hands and in theirs, so the best thing you can do is stay reachable and let them work it.
Step 5: Look after your load
Your belongings are part of what makes a breakdown stressful, so it is worth thinking about them once you are safe. If the van is drivable and just needs to limp to a safe spot, your load stays put. If it needs a tow or a swap to a replacement van, the load usually moves with the van or is transferred across, and the hire company will guide how that happens. Keep the load secured with the tie-down points as it was, so nothing shifts during a tow or transfer. If any of your items are perishable, fragile, or valuable, mention it when you call, as it may affect how quickly they respond or whether a replacement van is the better option. Do not try to unload everything onto the roadside, which creates its own hazard and risk of damage or loss.
Step 6: Keep a record
Once the immediate problem is handled, a few quick notes protect you. Record the time the breakdown happened, where you were, and what the fault was, and take a photo or two if it is safe to do so. Note who you spoke to at the hire company and any reference number for the callout. This matters because a breakdown can affect your day and your booking, and a clear record helps sort out any adjustment to the hire fairly afterwards. If the breakdown was a genuine mechanical fault rather than something you caused, you should not be charged for the fault, and your refundable bond is not at risk over it. A short record makes that easy to confirm later.
What you are not expected to do
It helps to know where your responsibility ends. You are not expected to diagnose the fault, arrange your own mechanic, pay for a repair to a mechanical failure, or organise your own tow truck. All of that sits with the hire company through their roadside cover. What you are responsible for is driving the van properly, not carrying on driving a van that is clearly unsafe or showing a serious warning, and reporting the problem promptly rather than pushing on and risking more damage. The line is straightforward: ordinary mechanical failure is theirs to fix, while damage you cause by misuse or by ignoring a warning can become yours. Report early, drive sensibly, and the fault stays the hire company’s to resolve.
Reduce the chance of it happening
Most hire vans are well maintained and breakdowns are uncommon, but a good pickup check lowers the odds and helps you spot a problem early. Before you drive away, it is worth running through the basics, tyres, lights, fluids, and any warning lights, which is covered in our guide on what to check on a hire van before you drive away. During the move, listen to the van and watch the dashboard, and if a warning light comes on, stop and check rather than driving on. If anything felt off at pickup, raise it before you leave the depot. A little attention up front means a smaller chance of trouble mid-move, and quicker action if something does go wrong.
Frequently asked questions
What should you do first if a hire van breaks down?
Get safe before anything else. Steer the van off the road to a safe spot, switch on your hazard lights, apply the handbrake, and if you are somewhere exposed get everyone out and away from traffic. Only once you are safely stopped should you call the hire company to report it.
Who do you call if a hire van breaks down mid-move?
Call the hire company on the breakdown or roadside assistance number on your hire agreement, which for Turbofleet is 1300 410 510. They arrange the roadside help, repair, tow, or replacement van. Avoid organising your own mechanic or tow without their say-so, as it can leave you out of pocket.
Do you have to pay if a hire van breaks down?
Not for a genuine mechanical failure that is not your fault. Ordinary breakdowns are the hire company’s responsibility to fix through their roadside cover, and your bond is not at risk over them. Costs can apply only if the problem was caused by misuse or by ignoring a clear warning.
