Our Key Commitments to You

We will focus on customers

6. We will place a high priority on customer service and positive customer outcomes.

We will be fair, honest & ethical

7. We will always act fairly and honestly, be ethical and transparent, and treat you reasonably in all our dealings with you. We will act professionally and with integrity.

We will deliver high standards of service

8. We will provide Car Rental Services that meet your needs and are designed to be easily understood. We will be responsive, helpful and accountable in our dealings with you.

We will give you clear information about our products and services

9. We are committed to clear, effective and timely communication with customers. We will provide clear and accessible information about our Car Rental Services that is available in different ways, including on our website, so you can make an informed decision about whether to use our Car Rental Services.

We will ensure our staff are competent

10. We will take reasonable steps to ensure that a person who acts on our behalf in relation to our Car Rental Services (including our staff and customer service agents) deals with you in fair, honest and ethical way and provides accurate and clear information about the terms and conditions of our Car Rental Services.

We will deal fairly with complaints

11. We will handle complaints promptly, fairly and effectively. If we cannot reach an agreement with you to resolve a dispute, we will provide you with information on other avenues for resolving disputes.

We will comply with our industry and legal obligations

12. We will comply with all our obligations under the law and this Code. We will act fairly and in a way that is consistent with good industry practice.

We will support and promote this Code

13. We will promote this Code, support its monitoring and ongoing effectiveness, and ensure our staff, agents and representatives are trained to put it into practice.