General
Where can I get a car tracker?
You’ve come to the right place! Tracker is one of the leading vehicle tracking companies and suppliers of vehicle tracking and telematic services. Have a look at our products for more details.​
How does vehicle GPS tracking work?
The receiver in our vehicle tracking systems communicates with the satellite using GPS technology. Signals are sent from the satellite to the receiver, which assists us in determining your vehicle’s exact location. Installing tracking devices in your vehicles is the best and easiest way to retrieve your vehicle after it gets stolen.​
How often should I test my tracker?

​The Tracker Stolen Vehicle Recovery system is carefully tested to ensure that it is working properly. If you ever wonder if the Tracker unit in your vehicle is still fully operational, you can test the unit in the following ways:

  • At participating BP service stations (Retrieve or Alert units)
  • At your closest Tracker-accredited fitment centre
  • ​Log an "over the air" test by contacting our Service Centre on 0860 60 50 40
Tracker Retrieve and Alert units installed after 2010 test themselves at least once a year. You can check your own Skytrax, Care or Protect unit by logging into my.tracker and using your unique login. You will see your vehicle's position on the map.
How do you monitor a tracking device?
Data push technology runs our vehicle tracking systems. Depending on the tracking system you have for your vehicle, you will have different ways of monitoring them. Some of our business systems that have been specifically designed for complete fleet management can receive updates to their web device.​

Where can I find a vehicle tracking device on my car?

​Our tracking units can be fitted to a number of different places on your vehicle and we will never alert you to the location. Only the fitment agent will know where it is located. This is for your safety and security.​

How difficult is it to remove or deactivate the unit?
​As per the above point, you won’t be able to remove the tracking device or deactivate it yourself. This is a measure put in place to protect you. You can come to Tracker’s Secure Operating Centre to have your tracking device deactivated or removed.

Can the tracking device be fitted to any make of vehicle?

​Yes, our tracking devices are compatible and can be fitted to all makes and models of passenger, commercial and heavy goods vehicles.​

Will Tracker's units interfere with my vehicle’s electronic systems?
Tracker technology has undergone rigorous testing to ensure that it meets a high standards. This includes being tested worldwide for Electromagnetic Compatibility (EMC). A number of international organisations support this testing and have approved our technology for EMC, including the European Telecommunications Standard Institute (ETSI).
ETSI is a standards body that determines radio equipment performance for land-based mobile services. Our tracking devices will not interfere with the electronics and vehicle management systems found in modern cars. Our new generation units are self-powered and not connected to the electrical system of your vehicle; this further reduces any possibility of interference.​ 

Will the tracking unit need to be serviced and is there a service contract?

​All tracking devices come standard with a one-year warranty. Testing is required for Tracker Retrive and Alert products at least twice a year and it is recommended that tracking units are tested after any accidents or after significant electrical work has been carried out on the vehicle​

What happens when I sell my vehicle? Can I transfer my Tracker from one vehicle to another?

​There are a few options to choose from when selling your vehicle and choosing what to do with your tracking device. You can transfer the tracking system to your new car. You can sell the vehicle complete with the tracking device, in which case, the new owner will take over your old monthly subscription.  Please call the Tracker Call Centre on 0860 60 50 40 (International +27 11 380 0300) for more information.​

Am I the only person who can activate my tracking device?

​No, you can also nominate other chosen “Authorised Activators”. Anybody activating recovery services on a stolen or hijacked vehicle through Tracker's National Emergency Contact Centre, should convey a police case number to the contact centre agent.​

What should I do if I realise my vehicle has been stolen?

​The quicker you act, the quicker we can initiate the recovery of your vehicle. As soon as you realise it’s been stolen, contact Tracker's National Emergency Contact Centre on 0800 13 23 23. Find out more about what to do if your vehicle is stolen.​

Will there be extra premiums or charges if the vehicle is stolen more than once?

​No. We understand that it’s out of your control if your vehicle gets stolen.​

Do I need to give an approximate location of the stolen vehicle when notifying Tracker of the theft?

​No, this isn’t something you would be able to determine. We can track your stolen vehicle irrespective of its last known location.​

How will my vehicle be returned to me?

​We have a standing relationship between the SAPS and Tracker. Stolen Vehicles can be collected from the SAPS pound.​

How many recovery teams does Tracker have?

​Tracker has a strong relationship with SAPS giving us a powerful national footprint. We have over 1,600 vehicles and 50 aircraft which form a part of our recovery team and have dedicated recovery teams all over the country.​

What should I do if I require assistance?

​If you require assistance with any of our products and services, please dont hestitate to contact Tracker.

• If you vehicle is stolen or hijacked, immediately call 0800 13 23 23 or use the slider facility available on the Tracker app to connect to Tracker’s National Emergency Control Centre.

• If you are a Tracker Care or Tracker Skytrax customer and you require assistance with a roadside or medical emergency, call 0861 118 729 or use the slider facility on the Tracker app to connect to Tracker’s Monitoring Control Centre or press the assist button in your vehicle and Tracker will phone you.

• For all general account queries and sales requests, dial 0860 60 50 40 or complete a contact form here (HYPERLINK) and a Tracker agent will contact you.

What should I do if I accidently press my assistance button?

​In the case of you accidently pressing your assistance button, please contact us immediately to cancel the alert. False alarms steal our resources from where they are really needed.​

What areas in South Africa are covered?

​Vehicles are able to be tracked and recovered anywhere within South Africa's borders. Additionally, you are able to request roaming functionality to be activated for cross-border monitoring and Tracker also offers a satellite-linked unit on certain products..

Can Tracker locate my vehicle?

​Yes. Tracker's immense infrastructure and state-of-the-art technology ensures you have the greatest location based services at your disposal​

What warranty does Tracker offer?

​Our products offer a 12-month warranty. If it becomes inoperative during that time due to defective components, poor workmanship or design, Tracker will replace the device, free of charge. If the device has been tampered with in any way, worked on by a non-authorised Tracker installation agent or if it was damaged in an accident, this warranty will become null and void. You can insure your tracking device.​

What happens when I sell my vehicle?

​You can choose from two different options when selling your vehicle. The new owner can take over your subscription and a new contract will be set up and signed with that person. Alternatively, the unit can be transferred to your new vehicle, although a fee will be levied for this procedure​

Who installs Trackers Products?

​Installations can only be carried out by a Tracker approved auto-electrician. Our associated fitment agents regularly have to undergo polygraph tests and are always security checked to ensure maximum security for you.​

Are there any hidden costs in Trackers' product offer?

​The monthly subscriptions for your Tracker product may include standard services such as roadside assistance, medical assistance and theft retrieval. Any value-added services are opt-in services and will be charged at rates as specified in the service agreement. International GSM roaming rates apply if you wish to travel outside of South Africa and wish to have your tracking device activated outside the country. False alarms will also be levied at normal service rates. * Please note that this is product dependant.​

What regions are covered by Tracker Business?

​Tracker Business makes use of GSM network infrastructures within South Africa and optionally in neighboring countries where the appropriate roaming agreements are in place. Tracker Business is covered wherever there is GSM network coverage.​

How effective is vehicle monitoring?

​Global Positioning Satellite (GPS) technology is accurate to within five meters of your vehicle’s location. Under normal conditions, your vehicle’s position is reported back to our command centre every two to three minutes. In the event of an emergency, the command centre is alerted and your vehicle’s position will be reported back every four seconds.​

What happens if I get a new vehicle?

​As with any of the other Tracker products, you can transfer your tracking device to your new vehicle for a nominal fee, or you can opt to transfer the tracking device to the vehicle’s new owner, who will take over your subscription too.​

What warranty does Tracker Business offer?

​Tracker Business has a 12-month warranty on all tracking devices. If within this time frame, there is a problem due to defective components, workmanship or design, then we will replace the device, free of charge. If the device is damaged in an accident or has been tampered with by anyone other than a Tracker approved installation expert, the warranty will become null and void.​

Where is the Tracker Business unit installed?

​The Tracker tracking device can be fitted to a number of different places on the vehicle, but we will never divulge this information to you for security reasons. Only the installation expert knows the exact location of the device.​

Are there any hidden costs in the Tracker Business product offer?

​The monthly installments for Tracker Business include standard services such as roadside assistance, medical assistance and theft retrieval. Any value-added services are opt-in services and will be charged at rates as specified in the service agreement. International GSM roaming rates apply if you wish to travel outside of South Africa and wish to have your tracking device activated outside the country. False alarms will also be levied at normal service rates.​

Can Tracker Business guarantee the recovery of the vehicle?

​Tracker makes use of an elaborate infrastructure and state-of-the-art technology to enhance all possibilities of you recovering your stolen vehicle. There are certain things beyond our control, such as network coverage, but despite this, we are rated among the best vehicle tracking companies in the world.​

Payments
I have sold my vehicle. Why am I still being billed?
​Unless you paid for the Tracker installation upfront, there is a very strong likelihood that you opted for our "Free Fitment" option when your unit was installed. As such you are bound to a 36-month contract. While you are certainly entitled to cancel your contract on one month's notice you will still be liable for the outstanding balance of the contract should you choose to do so. Alternatively, you can have your Tracker unit transferred to another vehicle (for which there is a de and re-installation cost.)

As per the terms of the Consumer Protection Act (CPS) this is what you can expect to pay if you choose to cancel your contract early:
  • In the first year of the contract, R1600.
  • In the second year of the contract, R1200.
  • In the third year of the contract, R800, unless the outstanding contract value is less than that amount.
Kindly note that Tracker requires at least one month's notice should you wish to cancel your contract, transfer your Tracker and/ or on-sell your vehicle with the Tracker unit still installed.
I never signed any contract and don't want to pay early cancellation costs?
​There are a number of ways in which you may have entered into a contract with Tracker. This includes, but is not limited to the following:
  • By completing a signed form (possibly together with your broker or someone from the dealership/fitment centre).
  • A voice-recorded telephonic contract either through Tracker directly or a third party such as an insurer.
Furthermore, it's important to not the following:
  • You would have received an email or SMS confirming your contract with Tracker.
  • You would have made your vehicle available for the Tracker installation.
  • You may have signed an Installation Certificate.
  • You, or someone on your behalf, has been paying Tracker's monthly subscriptions for a period of time.
If any of the above took place without your knowledge or consent, it is against the law.  Please feel free to inform Tracker and the company will take the nessessary legal steps.
My vehicle was written off in an accident. Why am I still liable?

​Your contract with Tracker runs for 36 months, regardless of whether or not your vehicle is involved in an accident. Upon entering into an agreement with Tracker, you would have been asked whether or not you wish to insure the Tracker unit. Had you chosen this cover, then certain cancellation options would be available to you.​

My vehicle was repossessed by the bank. Why am I still liable?

​If the bank repossesses your vehicle, you are still liable for the outstanding  contract with Tracker.  You can pay the early cancellation fee, or the monthly fee until the end of the 36-month period.​

Why do I have to pay more for the same service than another person? Is this not discrimination in terms of the CPA?
​Tracker has a number of different business partners.  Each of these partners run a different partnership model with Tracker. In some cases, for instance, these partners may bill on Tracker's behalf or provide a certain sales or administration function. Due to the varying nature of these relationships the various costs involved can vary significantly from one partner to the next.

You can contact Tracker on 0860 60 50 40 to find out who offers the best deals for your particular product and circumstances.  The standard Tracker monthly subscriptions for the products and services are on the Tracker website at www.tracker.co.za. 
The CPA stipulates, in section 23(3), that a retailer is not allowed to display any goods for sale without displaying to the customer a price relating to those goods?
​Tracker does not “display” any goods for sale.  It provides a service, and in order to provide the service, a tracking unit has to be installed in the vehicle concerned. Tracker is not a retailer in the sense that it displays goods in a shop for sale. 

However, Tracker's standard pricing is available on its website. Furthermore, you  may contact Tracker on 0860 60 50 40 to enquire about its prices and which, according to Section 23(5), is most adequate for you.
Why do we have to pay for the service if the unit is faulty?

​Like any piece of hardware, if your Tracker unit is out of warranty and becomes faulty then the onus is on the customer to have the unit fixed or replaced. to lessen any potential customer inconvenience, Tracker now offers Extended Warranty products. Kindly contact us on 0860 60 50 40 to find out more.​

I cannot be forced to allow Tracker to do the inspection or make my vehicle available to Tracker to determine whether the unit is faulty. Now what?

​Unless you allow Tracker access to your vehicle, the company will be unable to determine both the nature and cause of any potential fault currently being experienced. In this case Tracker would have no choice but to hold you in breach of contract. Tracker certainly hopes that such scenarios can be avoided.​

I am a business. Is the CPA applicable to me?
​If your business has an asset value or annual turnover of less than R2 million, then certain provisions of the CPA are applicable to the transaction between your business and Tracker.  The onus is on you to bring this to Tracker's attention and to prove that the CPA is applicable to your business.
 
Some of the provisions of the CPA however, are not applicable to businesses, regardless of your annual turnover or asset value. Such as the limitation on the duration of a fixed term contract.  Regardless of the size of your business, this is not applicable to you.
Why is Tracker allowed to have 36 month contracts, but the CPA states 24 months?
​The CPA provides that, if a consumer agreement is for a fixed term, that term may not exceed the maximum period prescribed by the Minister.  The Minister prescribed that the maximum period for a fixed-term consumer agreement is 24 months, UNLESS:

  • Such longer period is expressly agreed with the consumer; and
  • The supplier can show a demonstrable financial benefit to the consumer.
The 36 month period is agreed to telephonically or by completing a form, through the dealer or the broker and is also stipulated in the Terms and Conditions.  If you are not willing to agree to the 36 month contract period, Tracker offers a cash option which allows you to pay for the unit and installation costs upfront, and then you will have a monthly contract for the services with no minimum period. 

The financial benefit to you, should you agree to the 36 month contract period, is that the upfront cost for the unit and the installation is included in the 36 monthly subscriptions (which is less than if it was over 24 months), which allows you to pay it off over a period of 36 months, interest free.
What gives Tracker the right to report my payment history to the credit bureaus, which negatively affects my credit rating?

​When you entered into the contract with Tracker, you gave us permission, through the Terms and Conditions, to share your payment history with any registered credit bureau.  You can get more information on http://www.creditombud.org.za/faq.htm.​

I was forced to have a Tracker unit installed when I took out my insurance policy. I have cancelled my policy and want to cancel my Tracker contract as well - without penalties?
​Insurance companies usually offer tracking units to be installed in policy holder vehicles in order to minimise the risk in the event of theft.  In return, you qualify for a lower insurance premium.  You will never be forced to have a tracking device installed by an insurance company.  It remains a choice.    
 
Should you choose to have a tracking unit installed in order to qualify for the lower insurance premium, the contract you enter into with Tracker is a separate contract with a separate entity. Cancellation of your insurance policy does not automatically result in cancellation of your Tracker contract.  You may cancel the agreement on a month’s notice if you pay the early cancellation fee.
 
If you want to continue with the Tracker contract after you have cancelled your insurance policy, you no longer qualify for the lower monthly subscription, and will be liable for the standard Tracker subscription which is available on the Tracker website or you can call us on 0860 60 50 40 for more information.
I am entitled to Terms and Conditions in plain and understandable language. Does this include a right to the Terms and Conditions in a language other than English?
​The CPA requirement of “plain and understandable language” does not include the right to have Terms and Conditions in all or some of the other 11 official languages in South Africa.  In order to determine whether a document is in plain language, the class of persons for whom the document is intended must be taken into account.  In the case of Tracker customers, it was considered that all Tracker customers need to have driver licenses, from which may reasonably be deducted, some level of reasonable education.  (Statistics show that 82% of South Africans have some level of basic education, which includes English).

Until such time as the CPA provides express guidelines, Tracker will not have Terms and Conditions in any language other than English, as it may be viewed as discriminatory.  We do however strive to have plain and understandable Terms and Conditions.
The CPA provides that I am entited to examine the goods that I buy. Why am I not allowed to examine the Tracker units?

​For your own safety you are not allowed to see where the unit is installed, but if you want, the technician will show you what the unit looks like prior to installation.​

If I cancel my contract before the end of the contract term, what am I liable for?
  • ​If you cancel in the first year of the contract, you will pay R1600
  • If you cancel in the second year of the contract, you will pay R1200
  • If you cancel in the third year of the contract, you will pay R800, unless the outstanding contract value is less than that.
If you want to terminate your contract, you may do so by giving one calendar month's notice, subject to the early cancellation fee.