Car Rental Industry Code of Practice

About AFIA and Our Members

AFIA members participate across the entire finance industry in Australia.

AFIA members include bank and non-bank lenders, finance companies, fintechs, providers of vehicle and equipment finance, car rental and fleet providers that operate in consumer, small business and commercial lending markets.

AFIA is committed to advancing a world-class finance industry and our members are at the forefront of innovation in consumer and business finance in Australia.

This Code sets out the standards of practice and expected customer service outcomes for our members and reflects our commitment to customers through the promotion of a culture of integrity, transparency and fairness. AFIA members have adopted this Code because it will help to:

Improve outcomes for customers and businesses

This Code supports positive outcomes for customers and business by promoting transparency, fairness, and customer confidence. It helps guide businesses to meet community standards and legal obligations, strengthen trust and good standing within the industry, and uplift practices.

This Code provides a framework for responsible conduct and fosters collaboration among stakeholders. By adhering to the Code, AFIA members contribute to a sustainable and inclusive finance industry, ultimately benefiting both customers and businesses.

Support the adoption of good practice standards and behaviour

The Code provides guidance, fosters transparency and fairness, encourages continuous improvement, promotes ethical conduct, and facilitates compliance with legal obligations.

By embracing and implementing this Code, members contribute to a more professional, customer-focused industry, while providing customers with enhanced experiences and outcomes.