Frequently Asked Questions

Download the latest user manual from the Matrix website.

The Matrix GeoLoc Advanced Alert anti-theft solution is innovative technology to help protect your car from being stolen. When this feature is activated, Matrix will alert you if your vehicle moves from that specific location. If your car is being moved without your consent, it allows the response team to react to the theft in the shortest time possible. We will alert you if your vehicle moves while the GeoLoc Advanced Alert feature is enabled.

Enable and disable the GeoLoc Advanced Alert feature via the Matrix App. Should confirmation of the alert reveal that the vehicle could be in the process of being stolen, our recovery team will be dispatched.

In an emergency, press the button on the remote to activate a distress signal. This will alert the control room of your emergency situation. DO NOT press the panic button to test if your device is working as this causes a false alarm.

PLEASE NOTE:

• Do not leave the remote in the sun as it contains a battery.
• Do not immerse the remote in water as the housing is not guaranteed to be waterproof.
• To avoid Electrostatic Discharge (ESD), first touch a grounded metal surface to avoid possible ESD damage to the electronic circuit.

The electronic SARS tax logbook allows you to track, measure and monitor vehicle mileage, fuel consumption and maintenance costs easily and effortlessly. Ensure your Odometer reading is updated and that your vehicle details are correct (registration, VIN, description). Log your business and private trips, fuel, and maintenance via the Matrix App. Download your tax logbook via the app or the Matrix Online Tracking Platform. The log in details for the Online Tracking Platform are the same as for your app.

In the unfortunate event of your vehicle being stolen, contact the Recovery Response Centre directly on 0860 232 631 to report the incident. You can also use the Matrix app to call the emergency number 0800 111 322. You must notify MiX Telematics within sixty minutes of becoming aware that the vehicle is stolen or hijacked to increase the chances of your car being recovered. You must report the incident to the South African Police Service within 8 hours.

The Matrix Vehicle Tracking service reduces the risk of loss from theft or hijacking. If we are unable to recover your vehicle it is put on a recovery list for 6 months after the incident. This means our recovery agents will continue looking for your vehicle through various ways. MiX Telematics does not guarantee the recovery of your vehicle as per the Matrix Ts & Cs. MiX Telematics’ liability is limited to the fullest extent allowed by law, and you have no claim if we cannot recover your vehicle.

Should you be involved in a roadside emergency, and subject to the benefit table, we will provide you with roadside assistance if you are subscribed to the service.

This includes help in the following eventualities:

• A flat tyre: We will arrange and pay to have the flat tyre replaced with your spare tyre.
• A flat battery: We will arrange and pay to have your vehicle started where possible.
• Keys locked in vehicle: A locksmith will be arranged and paid for – to open your vehicle and retrieve the keys.
• Run out of fuel: We will arrange to get fuel to you. You will be responsible for the cost of the fuel.
• Tow-in Service: If your vehicle needs to be towed, we will arrange and pay for the vehicle to be towed to the nearest approved dealer, competent repairer, insurer, or approved panel beater. We will not be liable for any costs incurred for this service.
• Courtesy Transport: If your vehicle needs to be towed to a repair centre, we will arrange and pay for the occupants of the vehicle (up to a maximum of six persons) to be transported to a nominated destination. This will be done providing the breakdown has occurred outside a 100 km radius of the member’s normal place of residence and will only be arranged to one nominated address.
• Hotel Accommodation: If a breakdown occurs outside a radius of 100 km of the member’s normal place of residence and results in an overnight delay, we will arrange and pay up to the amount specified in the benefit table, towards hotel accommodation for the occupants of the vehicle (up to a maximum of six persons).
• Vehicle Rental: If the vehicle problem entitles you and the other travelers to the hotel accommodation benefit but they would prefer to continue with their journey immediately, we will arrange and pay for them to reach their destination. This benefit is subject to the driver qualifying for a rental vehicle in terms of the vehicle rental companies’ general terms and conditions. Any costs incurred will be limited to rental charges, delivery, and collection of the hired vehicle. The vehicle must be returned to the vehicle rental company on arrival at the destination.
• Transmitting urgent messages: We will relay messages of delay or rescheduled arrangements to a nominated family member or business colleague at your request.
• Vehicle recovery: If the vehicle problem has occurred outside a radius of 100 km of your normal place of residence and the vehicle has to be left for repair, we will arrange and pay towards the cost of collecting the vehicle. Once the repair has been completed, your vehicle will then be returned to your normal place of residence.
• Vehicle storage: If an overnight delay is necessary, we will arrange and pay for the safe storage of the vehicle.

Roadside Assist Terms & Conditions:

The total/maximum benefit per vehicle per annum = R5 000 with the limitations as listed below:

Any additional charges by the service provider will be charged to your account.
Roadside Assist services may change without prior notice.

Roadside Assist does not cover vehicles above 3.5 ton, vehicles that can transport more than 1 ton, and vehicles that can transport more than 8 passengers.

In the event of a medical emergency, click on the Medical Assist icon on the Matrix App and select CALL or simply phone 010 211 5768.

Medical personnel, such as paramedics, nurses, and doctors, are available 24 hours a day to provide general medical assistance, information, and advice. A medical operator will guide you through a medical crisis, provide emergency advice and organise for you to receive support from the 24-hour Alarm Centre doctor. This service also includes family and domestic abuse counselling, bereavement counselling, rape counselling, HIV counselling, trauma counselling, suicide hotline, child abuse and poison hotline.

PLEASE NOTE: This is an advisory service only, as a telephonic conversation does not permit an accurate diagnosis.

The service includes:

Emergency Medical Response: In a medical emergency related to a motor vehicle accident, an emergency vehicle will be sent out to you dependent on:

• Medical considerations
• The degree of urgency
• Your state and fitness to travel
• Other considerations including, but not limited to, airport availability, weather conditions and distance to be covered.

Medical transport pre-admission to hospital: Should you be involved in a vehicle related medical emergency, if necessary, we will arrange and pay for medical emergency transportation to a hospital, up to the amount specified (see below). For your absolute safety, this is done under appropriate medical supervision only, by road and/or air ambulance. You will be transported to the nearest medical facility capable of providing adequate care, as indicated in the benefit table (see below).

Should this result in you being hospitalized outside your hometown, we will arrange and pay for repatriation, under medical supervision, to a hospital in or near your hometown. Such a trip will be covered up to the amount specified in the benefit table (see below) provided that repatriation is recommended by the doctor as being medically justified. Reasons for this might include cases of long-term in-patient treatment. Our partner doctor will also, at his/her sole discretion, determine the means of transport and the timing of the repatriation.

ALL SERVICES REFERRED TO PREVIOUSLY ARE SUBJECT TO THE LIMITS AS DETAILED BELOW: