Introduction

About This Code

1. The AFIA Car Rental Code of Practice (the Code) commenced on 1 March 2018. This version is effective from 9 December 2024.

2. This Code sets out the standards of practice and customer service in the Australian car rental industry and reflects our commitment to customers through the promotion of a culture of integrity, transparency and fairness.

3. We have joined the Code voluntarily because we acknowledge the importance of the adoption of high standards of business practices, products, services and customer service in the industry to enable confident participation by customers. A full list of signatories can be found here.

4. The words “we”, “us” and “our” are to be read as applying to an AFIA member who is bound by this Code. Other words and phrases that have special meaning are identified with capital letters and are defined in the Definitions section.

5. This Code applies to Car Rental Services provided to you if we were a Code Member at the time the rental contract was entered into. Even if we cease to be a Code Member, we will continue to be bound by this Code in relation to rentals that occurred while we were a Code Member.