Tow Truck Industry Update: Compliance, Licensing and Operator Responsibilities

MTA NSW continues to advocate for a fair, professional and well-regulated tow truck industry, while keeping members informed of regulatory developments that may affect their businesses.

NSW Fair Trading has released a number of important updates for the tow truck industry, including recent compliance activity, professional conduct at accident scenes, record keeping requirements and improvements to tow truck licensing services.

MTA NSW encourages tow truck operators and drivers to review the latest information and ensure their businesses continue to meet their regulatory obligations.

Multi-Agency Compliance Operation Supports Industry Integrity

NSW licensed tow truck operators were examined at a recent multi-agency compliance operation carried out by law enforcement and regulatory agencies.

Investigators reviewed business records, inspected business-related sites and carried out compliance inspections on several tow trucks operated by each business.

Several breaches of tow truck industry legislation and regulatory requirements were identified. These related to towing authorisations, record keeping and operational compliance. With evidence now gathered, regulatory action has commenced for these issues and additional concerns identified during the inspections are under assessment.

The operation generated valuable intelligence, reinforcing the importance of collaboration between government agencies to address non-compliance, protect consumers and support a safe, fair and professional tow truck industry. NSW Fair Trading is now following up enquiries to determine if further enforcement, disciplinary action or prosecution is required.

Professional Conduct at Accident Scenes

Every accident scene is a stressful and often traumatic experience for vehicle owners. Tow truck drivers are frequently one of the first industry representatives to interact with motorists following a collision.

Motorists involved in accidents have the right to make informed decisions regarding towing services and repair arrangements.

Tow truck drivers are reminded that professionalism, patience and courtesy can significantly influence a customer's experience during a difficult time. Explaining the towing process, allowing the customer time to make informed decisions and avoiding high-pressure tactics helps build confidence in the industry and reduces complaints.

Drivers are expected to always act professionally and respectfully. Poor conduct may lead to compliance action and may affect a person's suitability to hold a tow truck driver certificate or operator licence.

Review Your Responsibilities

Record Keeping Matters

Accurate records are an important part of operating a compliant tow truck business.

NSW Fair Trading provides a self-audit checklist to help operators review their compliance practices.

Records assist operators to demonstrate compliance, respond to customer enquiries and support investigations where required. Poor or incomplete records may expose businesses to unnecessary risk and make it difficult to verify events after a towing job has been completed.

Operators should regularly review their record keeping practices to ensure all required information is captured accurately and retained appropriately.

Self-auditing isn't just good practice, it's a smart way to stay compliant and get ahead of potential issues.

Use the Tow Truck Operator Self-Audit Checklist

Improved Tow Truck Licensing Services

NSW Fair Trading has expanded its range of online tow truck forms, making it faster and easier for drivers and operators to submit licence applications and information.

The new forms make the application process simpler and help NSW Fair Trading assess applications faster. Recent customer feedback shows that 4 out of 5 applicants were satisfied with the tow truck licensing service.

NSW Fair Trading will continue to use customer feedback to improve its online forms and make licensing services easier to use.

Industry Compliance and Enforcement

NSW Fair Trading enforces the laws and regulations to protect consumers and ensure they have confidence in the motor industry.

From July to September 2026, NSW Fair Trading issued:

• 40 warning letters
• 23 penalty infringement notices to the value of $98,450

MTA NSW encourages members who are unsure about any aspect of tow truck industry legislation or licensing requirements to review the information available from NSW Fair Trading.

Tow Truck Operator Convicted and Fined for Legislative Breaches

A tow truck operator has been convicted and fined following prosecution action by NSW Fair Trading for a breach of his licence condition, namely a failure to present his tow truck operator licence.

On 14 July 2026, Mohamed Radwan entered guilty pleas by way of a Notice of Written Pleading. After considering the matter, including the defendant's personal circumstances, the Court imposed a fine.