Delivering on Our Commitments

We will provide high quality products and services that meet your needs

14. We will provide an accessible and responsive service. We will have arrangements in place to ensure you can obtain information in a way that suits you. We will also provide different ways to contact us and will use technology as an enabler of communication.

15. If you have special communication needs, we will aim to ensure that our processes and systems don’t disadvantage you or make it unnecessarily hard for you to connect with us.

We will provide you with clear and concise information about our Car Rental Services

16. Our communications will be clear, concise and accurate, written in plain language, avoid legal and technical jargon as far as possible, and will use applicable standard terms where appropriate.

We will deal fairly with complaints

17. If something goes wrong, or you are not satisfied with any aspect of our Car Rental Services, you will have access to our internal dispute resolution processes. If we can’t address your concerns to your satisfaction, you can make a complaint to the Australian Car Rental Conciliation Service, which is a free service for customers that aims to make sure we settle the complaint reasonably and fairly for all. See Part E of this Code for more information.

We will comply with our industry and legal obligations

Unfair contract terms

18. We will take steps to ensure that our terms and conditions of rental do not contain unfair contract terms, and specifically that the terms and conditions:

a. create the correct balance between our rights and obligations under the rental contract and your rights and obligations;

b. do not impose liability on you for breaches which are trivial or have not contributed to a loss; and

c. will not unnecessarily cause harm to you and will be reasonably necessary in order to protect our legitimate interests.

Use of technology

19. If we use artificial intelligence (AI) as part of our business operations, we will take an ethical approach to the design and integration of AI into our systems, to help reduce the risk of any negative impacts on, or unintended consequences for, customers.

Privacy

20. We will comply with the Privacy Act 1988 including the Australian Privacy Principles and the Privacy (Credit Reporting) Code 2014, including credit reporting and the collection, storage, use and disclosure of your personal information.

21. We will publish our Privacy Policy on our website, including how we collect, use, manage, protect, control and disclose your personal data.

Confidentiality

22. We will treat information that you give us and information about your rental contract in confidence, unless we are required to give it to another person by law (for example under Australian Corporations, Privacy or Anti Money Laundering legislation or to a law enforcement body), there is a duty to the public to disclose, you ask us to disclose the information, you have consented to us doing so, or we are otherwise not restricted from doing so under applicable laws.

Data protection and cybersecurity

23. We will take reasonable steps to protect your personal and financial information from misuse or loss and from unauthorised access, modification or disclosure.

24. We will regularly review the security and reliability of our services. We will apply appropriate security and access controls. Such controls may include but are not limited to account registration, password protection and multi factor authentication.

Scams

25. We will never ask you for information like passwords or PINs in an unsolicited email, text or phone call. We will not ask for remote access to your computer or devices to “fix a problem”. We will not ask you to make payments through unusual mechanisms (e.g. stored value cards or gift cards) or make payments to somewhere other than as set out in your rental contract.

26. If you are not sure whether a communication from us is legitimate, you should contact us via the contact details on our website or app to confirm the communication.

27. If you believe you may have been the victim of a scam, an attempted scam or some other fraudulent activity in relation to our Car Rental Services, you should contact us as soon as possible. You can also contact Scamwatch or the police if you think a crime has been committed. IDCARE may also be able to help you in relation to identity theft.

Use of security measures

28. If we use additional security measures, such as multi-factor authentication, to verify your identity to open an account or enter a rental contract, we will take reasonable steps to ensure our systems adhere to relevant standards and protocols such as those published by the Australian Government from time to time.

Restrictions on rentals

29. We will abide by any legal or regulatory restrictions on the rental of vehicles, provided they are reasonably known to us at the time. We will not knowingly rent vehicles to be used in criminal or illegal activities.

We will support and promote this Code

30. We will promote this Code so you are aware of the commitments we give to our customers. This will include making the Code available on our website, via our app, and the digital platforms that we participate in, and by engaging with key stakeholders, including via AFIA.

31. We will support the monitoring and ongoing effectiveness of this Code by complying with our reporting and other obligations under the Code By-Laws and ensure our staff and customer service agents are trained to put this Code into practice.