Laura Johnston has launched a national campaign to strengthen ID measures held by roadside assistance workers. Photo: Supplied.
A Canberra-born comedian’s “terrifying” experience during a roadside assistance callout has sparked calls for providers to step up their safety measures.
Laura Johnston said the encounter unfolded in rural NSW, after she broke down while driving home from a gig.
She called her roadside assistance company, NRMA, and was told that it would take about two hours for someone to arrive from Canberra.
Instead, someone arrived much faster.
“Twenty minutes into my waiting, a regular-looking car … drove up really fast through the town and then parked directly next to me,” she explained.
“He had a regular car that looked beaten up, and the back window was broken.
“When I asked for ID, instead of presenting anything, he got mad at me and then swore.”
She said the man also told her that she would need to wait for someone else to arrive.
“A statement like, ‘Wait for the guys from Canberra to come’ is a terrifying statement to hear … Does that mean that he’s going to come back with friends?”
Ms Johnston said she was “certain” that he didn’t work for her roadside assistance company and then called the company back. She was put on hold for 22 minutes.
It was only then that they confirmed the man was one of their contractors.
She also rang her sister, who called the police.
“I genuinely thought I was in a life-threatening situation, and that I was stuck.”
For Ms Johnston, the incident raised serious concerns about how companies are keeping their clients safe.
She’s launched an online petition calling for the industry to strengthen its ID measures.
In less than a week, she received more than 23,000 signatures – including a person who reached out from New Zealand.
She has also gone viral online after posting several TikToks outlining her allegations.
@laurathecomedian Sorry it’s in parts, if I do more than 3 minute videos certain social media’s won’t put it on the for you page #behindthescenes #australia #aussie #storytime #part1
It’s a far bigger response than she expected.
“I just want to say a massive thank you to the Australian public for supporting this and coming forward with their own stories,” Ms Johnston said.
She is urging companies to introduce a secure verification system where both the stranded customer and the dispatched worker receive matching codes to safely confirm each other’s identity.
“We’ve already got it for our food delivery systems. It is ridiculous that we don’t have it for vulnerable road users.”
Ms Johnston is also using her social media to call on the road assistance providers to share their policies around identification.
“I want the onus to be on the companies … it’s time for the companies to provide to us why we should switch from being with them to being with a company that does respect and take the safety of its customers seriously.”
Ms Johnston hopes her petition will push the industry to focus on protecting motorists.
She says she had panic attacks in the aftermath of the incident, which left her feeling “powerless”.
“This one [event] has just really destabilised my sense of safety when it comes to driving.
“As a stand-up comedian who drove 5000 to 10,000 kilometres every month last year, it’s had a massive impact.”
When contacted by Region, an NRMA spokesperson said that part of their response during callouts includes notification.
“NRMA patrols operating in metropolitan areas are always required to wear NRMA uniforms and arrive in branded vehicles,” they said.
“In regional and remote areas, the NRMA uses a contractor system to provide roadside assistance and towing services.
“Contractors are required to wear appropriate branding and uniforms based on the type of work being undertaken, or will notify members that NRMA dispatched them.”
You can sign Ms Johnston’s petition online.
