Get in Touch with FahrhilfeOnline
Whether you have a question about our online resources, need assistance with digital membership management, or want to provide feedback, we are here to help. Please note, FahrhilfeOnline is an online information service and advisory platform.
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General Inquiries & Support
For any questions regarding our website content, digital tools, or general information about road assistance in Austria, our support team is ready to assist you. We aim to provide clear and helpful guidance to enhance your understanding and utilization of our platform.
Email: [email protected]
We strive to respond to all email inquiries within 1-2 business days.
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Speak to Our Team
If you prefer to speak with someone directly, our office hours for phone support are Monday to Friday, 9:00 AM to 5:00 PM (CET). Please be aware that our phone line is for non-emergency inquiries related to our online services.
Phone: +43 2742 012 309
Kindly have any relevant details ready to help us assist you more efficiently.
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Our Physical Address
While FahrhilfeOnline operates primarily as a digital platform, you are welcome to reach us by mail or visit our office during business hours for pre-arranged appointments. Please contact us beforehand to ensure someone is available to meet you.
Address: Rathausplatz 5, 3100 St. Pölten, Austria
This location serves as our administrative office.
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Online Inquiry Form
For non-urgent inquiries, feedback, or detailed questions, please use our convenient online contact form below. Filling out this form helps us direct your message to the most appropriate team member, ensuring a more efficient response.
Important Note: This is not an emergency service. For life-threatening situations, call 112. For roadside emergencies, call 120 or 123.
Complaints and Escalation Process
At FahrhilfeOnline, we are committed to providing helpful and accurate information. If you feel that our services have not met your expectations, or if you have a complaint regarding any aspect of our platform, we encourage you to let us know. Your feedback is invaluable in helping us improve.
- Initial Contact: Please first try to resolve your issue by contacting our general support email at [email protected]. Clearly state the nature of your complaint, including any relevant dates, names, or specific details that will help us understand the situation.
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Information to Include: When submitting a complaint, please provide:
- Your full name and contact information.
- A clear and concise description of the issue.
- Any specific dates or times related to the incident.
- Any previous attempts you've made to resolve the issue.
- What resolution you are seeking.
- Response Timeframe: We aim to acknowledge all complaints within 2 business days of receipt. A full investigation and response will typically be provided within 10 business days. If the issue is complex and requires more time, we will inform you of the delay and provide an updated timeframe.
- Escalation: If you are not satisfied with the initial resolution provided, you may escalate your complaint. Please reply to the initial complaint resolution email, indicating your desire to escalate. Your complaint will then be reviewed by a senior member of our team, who will conduct an independent review and provide a final response within an additional 15 business days.
- Email for Escalation: For direct escalation after the initial support response, please use [email protected], referencing your original complaint ticket or interaction.
Our goal is to ensure all concerns are handled fairly, promptly, and with the utmost attention.
Frequently Asked Questions
Is FahrhilfeOnline an actual breakdown service provider?
No, FahrhilfeOnline is an online information service and advisory platform. We provide guidance, resources, and digital tools to help you manage your road assistance needs and understand your options in Austria. We do not directly provide roadside recovery or repair services. For immediate roadside emergencies, you would contact a dedicated road assistance provider.
How quickly can I expect a response to my email inquiry?
We aim to respond to all email inquiries sent to [email protected] within 1 to 2 business days. During peak periods, it might take a little longer, but we always strive to get back to you as quickly and comprehensively as possible.
Can I call FahrhilfeOnline for urgent roadside help?
No, our phone line (+43 2742 012 309) is for non-emergency inquiries related to our online information services. For immediate roadside emergencies, please dial the dedicated emergency numbers in Austria (e.g., 120 or 123 for breakdown services). For life-threatening situations, always call 112.
What are your phone support hours?
Our phone support is available Monday to Friday, from 9:00 AM to 5:00 PM Central European Time (CET). Please note that these hours are for general inquiries about our online platform and resources, not for emergency situations.
Can I visit your office without an appointment?
While we do have a physical address (Rathausplatz 5, 3100 St. Pölten, Austria), it serves as our administrative office. We strongly recommend contacting us beforehand to arrange an appointment if you wish to visit, to ensure that the appropriate team member is available to meet with you.
What information should I include in my contact form message?
To help us provide the most effective assistance, please include your name, email address, and a clear, detailed message describing your inquiry or feedback. Providing specific context or links to relevant sections of our site can also be very helpful. Please ensure your message is at least 40 characters long.
How do I submit a complaint?
Please send your complaint to [email protected]. Include your full name, contact details, a clear description of the issue, any relevant dates or times, and what resolution you are seeking. We aim to acknowledge complaints within 2 business days and provide a full response within 10 business days.
What if I am not satisfied with the initial complaint resolution?
If you are not satisfied with the initial response, you can escalate your complaint by replying to the resolution email or by writing directly to [email protected]. A senior team member will review your case and provide a final response within 15 business days.
Related Sections
Online Booking Guidance
Learn how to navigate online platforms for booking road assistance, understanding the process and what to expect.
Digital Membership Management
Find tips on managing your road assistance membership digitally, from updating details to accessing member benefits.
Real-time Traffic Incident Information
Access resources for staying informed about traffic incidents and road conditions across Austria.
Our Mission and Vision
Understand the core principles and goals that drive FahrhilfeOnline to serve Austrian drivers.
Data Security Practices
Review our commitment to protecting your personal information and ensuring online safety.
User Experiences and Feedback
Read what other users say about our services and contributions to their road assistance planning.