AA Home Response
AA Home Response is a pay per callout subscription plan that gives you access to Emergency Service at your Nominated Property. We aim to have a Service Provider available 24 hours a day, 365 days a year, including holidays. Before a Service Provider is dispatched, the Callout Fee must be paid.
An AA Home Response Subscription also gives you Subscriber rates for our Book a Job Service.
AA Home Response Join at Incident
If you sign up for AA Home Response Join at Incident, we aim to give you immediate access to a Service Provider for Emergency Service at your Nominated Property. You will also receive Subscriber rates for our Book a Job Service.
Book a Job
Book a Job provides Service for non-emergency work during Business Hours and is available for all customers within our Service Area. If a site visit is needed to prepare a quote, a Callout Fee will apply.
AA Home Response and AA Home Response Join at Incident
Emergency Service is only available for a Home Emergency at the Nominated Property of your Subscription. AA Home Response is not available for 72 hours after you buy or transfer your Subscription, unless you have also bought Join at Incident. We aim to attend as soon as possible after dispatching the job, but arrival time may vary due to factors outside our control, such as location and demand.
If there are any changes to the estimated time of arrival, or if a vetted Service Provider is unavailable, we will keep you informed and discuss your options.
If you prefer, you may request a scheduled Emergency Service during Business Hours. The earliest you can request a scheduled service is for 12pm the following business day – if the call takes place after 4.30pm Friday, or over the weekend, the earliest time is Tuesday post 12pm. If that time is not available, we will contact you to agree a new time.
The attending Service Provider decides whether the job will be completed as a full repair, Make Safe, assess and advise, re-attend, or full repair with parts. The repair method will be decided during the Service Period, and you will be kept informed. If the source of the problem cannot be located, identified, or safely accessed, the repair or Make Safe work will be limited to what is reasonably practicable.
Any parts or materials used outside the Service Period, or any parts or materials that are more than minor, will be charged to you under Additional Work. If the Service Provider must return to prepare a quote, you must pay the Callout Fee.
A full list of Emergency Services inclusions can be found here.
Emergency Services are not intended for general maintenance or non-urgent issues and do not cover situations such as major structural damage, widespread utility outages, or events caused by large-scale disasters.
Certain types of work are also excluded, including repairs involving appliances, specialised systems, or areas that require demolition or highly specialised trades. Services may also be unavailable if the property cannot be safely accessed.
Book a Job
Book a Job Services can be booked through our online booking system. You, or your Nominated Person, must be present when the Service Provider attends the property. The Service Provider will confirm any changes to timing or pricing – you must approve before any work begins.
If a Service Provider is unavailable during your chosen booking window, we will contact you to reschedule.
If you are not satisfied with work completed by the Service Provider, and without limiting any rights you may have under law including the Consumer Guarantees Act 1993, please tell us as soon as possible. An AA Home representative will then inspect the Nominated Property and the work completed within an agreed timeframe, so that we can then help come to a fair solution.
Additional work
Additional work is when work (emergency or scheduled) is required beyond the initial Service Period. The Service Provider will explain the scope and cost. No Additional Work will be carried out without your approval.
AA Home Response
For AA Home Response Subscribers, the Subscription Fee is payable when you buy or renew your Subscription. Any Callout Fee must be paid at the time of the callout. Prices, including Callout Fees and Subscription Fees, may change from time to time. If there is an Outstanding Fee on your AA Home account, a Service Provider will not be dispatched until the full amount, including any applicable surcharges, has been paid.
Book a Job
After your agreement with the service cost, the work will go ahead. Payment must be made within 72h after you receive the secure payment link we send you via SMS. Payment methods include Credit Card (VISA / Mastercard) or Debit Card.
If an agreed variation cannot be fully paid onsite, payment may be split. First, you will receive a secure payment link for the original estimated cost while the Service Provider is onsite. Then, when the final extra cost is known, you will receive another secure payment link or, in some cases, an invoice.
For home inspection services, payment details and your invoice will be included in the booking confirmation email. Payment must be received before you can view your report. The email will also include a link to review and sign the Terms and Conditions online.
For quoted or Additional Work, payment is due within seven days of invoicing. If you wish to dispute an invoice, you must notify AA Home within seven days; otherwise, payment will be considered overdue and fees may apply. Once costs have been accepted verbally or in writing, no further itemised breakdown will be provided.
AA Members, AA Insurance policy holders, and AA Home Response Subscribers receive up to 10% discount for most Services when they provide their membership, Subscription, or policy number. The discount does not apply to extra labour, materials, or other additional costs approved onsite.
AA Home Response service
If you cancel an Emergency Service callout within 24 hours, the Callout Fee will not be refunded. AA Home may cancel your Subscription if you breach these Terms and Conditions.
AA Home Response subscriptions
You have 21 days from the date you buy your Subscription to cancel it. If you cancel within that period, we will refund your Subscription Fee as long as no Callouts or requests for Service have been made for the Nominated Property.
Your Subscription cannot be transferred to another person. However, if you sell your Nominated Property, you may transfer your Subscription to a replacement property you buy, as long as it is within our Service Area. You can transfer a Subscription to a new property no more than once each year.
The unused portion of your Subscription Fee may be refunded before the end of the Subscription Period if:
You provide evidence the Nominated Property has been sold, and another property is not purchased within our Service Area;
The Nominated Property is destroyed as a result of a Major Disaster;
The Subscriber dies and their next of kin does not wish to continue the Subscription.
Other than where required by law, Subscription Fees will not be refunded in any other circumstances unless AA Home decides otherwise.
You may cancel your Subscription at any time by contacting AA Home by phone, mail, or at any AA Centre.
AA Home Book a Job
You can cancel or change a booking, without any charges, up to 24 hours before the scheduled start time. If you cancel within 24 hours, you must pay the estimated Callout Fee.
If you do not agree to the price quoted for Additional Work or Book a Job Service, this will be treated as a cancellation.
Services may be delayed, limited, or refused if there is a risk to health, safety, property, or the environment. This includes situations involving unsafe access, hazardous conditions, or severe weather.
The Nominated Property must be a residential property owned by you, located within our Service Area, and accessible by road.
Services are not available for commercial, industrial, or temporary dwellings.
By using our Services, you agree that:
you accept, to the maximum extent permitted by law, the risks connected with that authorisation;
we may share your Personal Information with our third-party Service Provider so we can provide the service; and
you agree to these Terms and Conditions and our Privacy Policy.
We may change these Terms and Conditions or the features of our services for legal, environmental, commercial, or other business reasons. We will provide at least 10 days’ notice of any changes.
AA Home is committed to protecting your privacy and acting in line with the Privacy Act. We recommend checking our Privacy Policy regularly, as it may be updated from time to time.
We are not liable for indirect or consequential loss. However, nothing in these Terms limits your rights under applicable law, including the Consumer Guarantees Act.
Additional work
Means the work connected to the Emergency Service already completed which exceeds the service period or is otherwise outside the ambit of the Emergency Service.
Book a Job Service
Means the work other than Emergency Service or Additional Work that is available in our Service Area and that a Service Provider has the expertise and capacity to undertake.
Business Hours
Monday to Friday (excluding public holiday) between 8am and 4:30pm.
Callout Fee
Means the amount payable for each Service callout, or where jobs have been cancelled within 24 hours. For an Emergency Service, the Callout Fee must be paid before a Service Provider is dispatched. For Book a Job Services and Additional Work, the Callout Fee is payable on completion of the Service.
Emergency Service
Means the work required to be carried out to remedy or Make Safe the Home Emergency.
Home Emergency
Means an event that your AA Home Response Subscription may cover for Emergency Service, subject to the service exclusions set out in these Terms and Conditions.
Major Disaster
Means an area or nationwide event which causes widespread damages or disruption of services. Such events may include, but are not limited to, earthquakes, fire or explosion, flood, or acts of terrorism or war.
Make Safe
Means the work required to carry out a temporary repair to the Nominated Property in order to reduce risk of further damage occurring and creating, as far as is reasonably practicable, a secure and safe environment until permanent repairs can be carried out. This work does not provide a permanent repair to the damaged area.
Nominated Person
Means a person aged 18 or over whom you have authorised to act for you and instruct AA Home and the Service Provider. You are responsible for that person’s decisions and for paying any fees they incur on your behalf.
Nominated property
Means the residential address provided for Service at the time of Subscription.
Outstanding Fee
Means any amount outstanding on your AA Home account. This may include, but is not limited to, an outstanding Subscription Fee or an outstanding Callout Fee.
Personal Information
Means information about an identifiable individual.
Service
Means work including Emergency Service, Additional Work or Book a Job Service.
Service Area
Means the area where our Service is available.
Service Period
Means up to one hour for Emergency Service, and a minimum of one hour for Additional Work and Book a Job, starting when the Service Provider arrives at the Nominated Property.
Service Provider
Means the contractor engaged by AA Home.
Subscriber
Means the person entitled to Service for a Nominated Property and in whose name the Subscription is held.
Subscription
Means an AA Home Response or AA Home Response Join at Incident subscription that is valid for the Subscription Period.
Subscription Fee
Means the amount payable for AA Home Response during the Subscription Period.
Subscription Period
Means the 12-month period covered by the Subscription.
If you hold an AA Home Response Plus subscription you have access to six (6) free callouts and associated service periods for Emergency Service per subscription period. If you use all of your free callouts, you still have access to unlimited callouts by paying the Callout Fee.
Unless stated otherwise, all standard Emergency Home Services Terms and Conditions continue to apply.
AA Home Response Plus will be discontinued on 28 September 2026. However, existing Subscribers will continue to receive their benefits until the end of their current 12‑month subscription period. Any refund/cancelation needs to be sent to info@aahome.co.nz.
AA Insurance policyholders will continue to have their AA Home Response Benefit after the end of the AA Home Response Plus subscription.