What You Can Expect When You Rent a Vehicle From Us
Our pricing practices
32. We will take reasonable steps to ensure that clear information is given at all stages of the vehicle rental booking process so that you can make an informed choice and compare products, services and prices with those offered by other rental operators.
33. If you make a booking directly through our proprietary website, call centre or rental locations (not through a third-party booking site) we will provide you with information about the additional cost of purchasing optional products or services offered as part of the booking including but not limited to:
a. damage and loss waiver and excess reduction options;
b. roadside assistance options;
c. the cost of adding additional drivers;
d. surcharges for young drivers;
e. child seats; and/or
f. GPS/navigation units.
34. When booking directly through our proprietary website, call centre or rental locations, we will ensure that any single price quoted at the conclusion of the booking process includes all components of the price that are quantifiable, including any terms requested by you in (a) to (f) above, and any taxes, administration and credit card or debit card fees, levies and location surcharges that are part of the total cost of the rental.
35. When booking directly through our proprietary website, call centre or rental locations (and not through a third-party booking site, call centre or aggregator service), if any discounts are advertised to you and you are eligible to claim the discount and you choose to claim the discount, we will use our best efforts to ensure that the discount is applied during the booking process.
36. We will ensure that our staff and customer service agents are regularly and adequately trained on the requirements of the Competition and Consumer Act 2010 as it applies to pricing practices.
Our disclosure and advertising practices
37. We will include important conditions, limitations, qualifications or restrictions in our advertising so that you can make an informed decision.
38. Our advertising and promotional material will be clear and not misleading or deceptive, or likely to mislead or deceive. We will not engage in misleading practices such as bait advertising or drip pricing.
39. We will not engage in the use of headline representations about a price or offer in our advertising in circumstances where the overall impression of the price or offer is subsequently qualified by fine print terms and conditions that make it unlikely or impossible that you can reasonably achieve the benefits offered in the headline representation.
40. We will provide information in our advertising to ensure clarity so that the main terms are captured in the principal message and the body of the advertising. Any disclaimers will be clear and understandable, having regard to the type of advertising including the medium or format used (e.g. print, online, radio). The use of any disclaimers will not negate the principal message and the main terms of the advertisement.
41. We will communicate any important limitations that apply to special promotions by disclosing the key terms of the special promotion and any key limitations including the period over which the special promotion operates. If there are any restrictions on a special promotion (be they duration, rental, geographical or eligibility) we will tell you what those restrictions are.
Damage and loss waiver options
42. So that you can make an informed choice about the range of damage and loss waiver options, we will take reasonable steps to:
a. make you aware of:
i. the maximum extent of your financial liability arising from the damage or loss of the rental vehicle or third-party loss in the event of an accident or theft of the rental vehicle; and
ii. exclusions from the damage or loss liability waiver options; and
b. inform you of:
i. whether and to what extent damage or loss liability reductions are already included as a standard term in your rental contract;
ii. the availability and benefits of additional, optional damage or loss liability reductions; and
iii. the cost of purchasing those optional damage or loss liability reduction options.
43. We will act reasonably in naming alternate damage or loss liability reduction options so that the name of the alternate option does not give a false or misleading impression as to the extent of the maximum level of cover offered by that option.
44. When you rent a vehicle from us, third party liability cover for bodily injury is provided in accordance with Australian legal requirements as part of the rental contract. You have the option to assess whether you already have (or want to take out) adequate cover for damage or loss to our vehicle through alternate options with other service providers (e.g. credit card add-on benefits). At all times, the decision whether to obtain a damage and loss waiver option with us (or not to) remains yours entirely. If you choose to rely on an insurance or add-on option provided by another provider to cover you in case there is damage or loss to our vehicle, that is the choice and the risk you take.
45. If you do not purchase a damage and loss waiver reduction option from us or do not have a similar option through another provider, your liability for damage or loss to our vehicle will be as set out in the rental contract, or as otherwise determined by law.
46. We will regularly review our practices to ensure there is clear disclosure at the point of booking of:
a. the availability of damage or loss waiver options and the costs of the options;
b. conditions and limitations of the options; and
c. exclusions from the options.
47. We will ensure that our staff and customer service agents are regularly an adequately trained about:
a. the availability of damage or loss liability waiver products and the costs of the options;
b. conditions and limitations of the options; and
c. exclusions from the options.
Booking through third party websites, call centres and aggregators
48. If you have made a booking through a third-party website, call centre or aggregator service, the terms and conditions you have agreed to with us will apply to the booking.
49. If there is a problem with our vehicle or service, our normal resolution procedures will apply.
50. If you have a problem with a product or service supplied by the third-party website or aggregator service, they will be responsible for resolving this with you directly.
Our inspection procedures at the start of your rental
51. We will use best endeavours to ensure that any pre-existing external damage or damage to the interior of the vehicle before the rental is clearly and accurately shown on the Pre-Rental Inspection Report or rental contract. This will include photos or images that record the condition of the vehicle and any pre-existing damage as at the start of the rental.
52. You will be given the opportunity to inspect the interior and exterior of the vehicle during the check-out process to confirm it is in the condition stated on the Pre-Rental Inspection Report or rental contract (the Pre-Rental Inspection).
53. If during the Pre-Rental Inspection you find damage that is not recorded in the Pre-Rental Inspection Report or rental contract, we will amend the Pre-Rental Inspection Report or rental contract to ensure it accurately records all pre-existing damage prior to the start of the rental.
54. If you inspect the vehicle in poor light or bad weather, if requested at the time of the inspection, we will give you a further period of 60 minutes from the time the vehicle leaves the rental location to report any damage that is not already recorded on the Pre-Rental Inspection Report or rental contract.
Problems during the rental period
55. We will at all times be bound by and comply with our obligations to you under Consumer Protection Laws. As a consumer, or small business, you have certain rights and protections including non-excludable guarantees. This Code is not intended to contradict, vary or summarise those rights and protections.
56. If you experience any issues with the rental vehicle during the rental period you should let us know as soon as possible, and in accordance with the obligations outlined in your rental contract.
Our post rental inspection and damage recording procedures
57. We will take reasonable steps to conduct a post rental inspection in your presence and will allow you to take photos of any damage to the vehicle (the Post-Rental Inspection).
58. Our website will clearly display the address and opening hours of the pick-up and return locations of our rental vehicles. If we have agreed that you can return a vehicle outside of normal opening hours or you choose to use an express key drop box (for example, at an airport) we will tell you about the procedure for the secure return of the vehicle.
59. If you notify us that you do not want to wait for or participate in the Post-Rental Inspection, or if you have left the rental return location, we will use our best endeavours to conduct the Post-Rental Inspection within 4 hours of the return of the vehicle. If you return the vehicle after hours, we will use our best endeavours to conduct the Post-Rental Inspection within 4 hours of the rental location opening for business the next day.
60. If any damage is detected in the Post-Rental inspection, we will review our records including the Pre-Rental Inspection Report to determine whether the damage is new or pre-existing.
61. If the damage is new, we will:
a. contact you, if you are not present at the Post-Rental Inspection;
b. photograph the new damage;
c. store the photographic evidence of new damage so that it is readily accessible in the event of a dispute;
d. obtain itemised estimates of the new damage or loss cost.
62. If a third party causes damage or loss to the vehicle while it is in your possession, you should collect all the relevant information from the person or driver (such as their driver’s licence and vehicle registration) and provide those details to us so that we may contact the insurer of the third party. If we are able to recover the costs of damage or loss from that insurer, then your financial responsibility to us will be proportionately reduced in respect of the relevant loss or damage.
Transparency about charges related to repair or replacement for damage or loss
63. We will give you supporting documentation to explain and substantiate charges for repair or replacement costs of the vehicle if the vehicle or accessories are damaged or lost during your rental period.
64. We will provide you with contact details in all communications so that you can obtain further information about any damage detected in the Post-Rental Inspection and the costs to repair the damage.
Our credit card charging practices
65. We will provide you with clear justification for any end-of-rental charges that have been raised, together with details of how they have been calculated. If you dispute any end-of-rental charges, or you are experiencing financial difficulty, you should tell us as soon as possible and we will do what we reasonably can to engage with you in good faith.
66. We will only debit your credit card or other approved form of payment for any end-of-rental charges with your authorisation. We will use our best efforts and take all reasonable steps to ensure that our rental contract has a specific authority permitting your credit card or other approved payment mechanism to be debited within 14 Business Days of:
a. any damage being detected, including damage to or loss of an accessory;
b. a vehicle or an accessory being identified as stolen or missing.
67. However, this 14 Business Day period will not apply to circumstances where the timing of that claim is outside of our control, such as:
a. a claim for third party loss;
b. a claim being sent to us for an infringement, fine or toll incurred during the rental period; or
c. a claim for an accident being lodged by a third party.
68. We will be proactive and will take all reasonable steps to notify you and to keep you informed of our intention to debit your credit card or other approved form of payment mechanism for any end-of-rental charges and the time in which you will be charged.
69. When debiting your credit card or other approved form of payment mechanism for an accident or theft claim we will, acting reasonably, consider the circumstances in which the claim has arisen including whether:
a. you have admitted liability to us for the accident;
b. the accident has resulted in major damage or loss and it is reasonable for us to expect that the damage or loss cost and third party liability will greatly exceeds your liability under the rental contract;
c. it was a single vehicle accident;
d. the vehicle or an accessory has been stolen;
e. there has been third party loss; or
f. if you have committed a material breach of the rental terms and conditions of your rental contract.
Single vehicle accidents
70. If damage to, or loss of, the rental vehicle or an accessory is caused in a single vehicle accident, we will debit your credit card for the lesser of:
a. the damage or loss liability fee, excess or single vehicle accident fee (if applicable) set out in your rental contract; or
b. the repair cost if the vehicle or accessory is repairable or the total loss value of the vehicle or accessory if it is not.
Theft of a vehicle
71. If you report that the rental vehicle or an accessory has been stolen, we will debit your credit card or other approved form of payment mechanism for the damage or loss liability fee or excess payable, according to our rights under your rental contract.
72. We will make proper enquiries with the relevant authorities to attempt to recover the vehicle or accessory.
73. If the vehicle or accessory is recovered, we will refund the amount of the damage or loss liability fee subject to any deductions for damage arising from the condition in which the vehicle or accessory is found as a result of the theft.
Accidents involving third parties
74. If you report in writing that a third party has been involved in an accident involving the vehicle or any accessory, we will take reasonable steps to determine fault and where practicable obtain an admission from the third party’s insurer.
75. If we obtain that admission and you are ordinarily resident in Australia and hold an Australian driver’s licence, we will not debit your credit card or approved form of payment.
76. If, acting reasonably, we regard you as being the party at fault in an accident or we do not obtain an admission of fault from the third party’s insurer, or you are not ordinarily resident in Australia, we will make a reasonable estimate of your liability for the overall damage or loss and debit your credit card or other approved form of payment for the lesser of:
a. that estimated damage or loss; or
b. the damage or loss liability fee payable according to your rental contract.
77. For claims relating to single vehicle accidents or accidents involving third parties, we will not debit your credit card or other approved form of payment mechanism until copies of the assessment, repair, towing and assessing invoices or estimates and photos of the damage or loss have been supplied to you, unless:
a. you accept liability for the accident; or
b. it is reasonably likely that the damage and any third-party loss will exceed your liability agreed to under your rental contract.
78. When supplying supporting documentation, we will give you contact details to obtain further information about repair or replacement costs or other debits to your credit card or other approved form of payment.
79. In the event of a successful recovery from a third party or the successful defence of a third party claim we will refund any damage or loss liability fee or excess to you after considering any reasonable agency or legal costs incurred. We will tell you these costs. The refund will be pro rata if the recovery or defence are only partly successful.
Customers experiencing financial difficulty
80. If you have difficulty meeting your financial obligations to us, you should tell us as soon as possible and we will do everything we reasonably can to help you.
81. We will work with you or a representative acting on your behalf in good faith and in accordance with our policies to assist you. We will treat you fairly, respectfully and consider your specific circumstances.
82. We will have procedures in place to ensure we respond promptly to any request made to us, and genuinely consider your request for hardship assistance in good faith.
83. We will tell you whether we can provide you with any contract variation or other assistance in relation to your rental contract obligations and the reasons for our decision.
Customers experiencing vulnerability
84. We will train our staff to treat our diverse and vulnerable customers with respect, understanding and compassion.
85. We will do everything we reasonably can to help you if we become aware that you may be experiencing vulnerability, including but not limited to:
- age-related impairment;
- cognitive impairment;
- family or domestic violence;
- financial abuse;
- mental illness;
- serious illness or injury;
- any other personal or financial circumstances that cause significant detriment, including incarceration, the serious illness or death of a partner or close family member or a relationship breakdown.
86. The misuse of our Car Rental Services to inflict economic or financial abuse is unacceptable. If we become aware that this is or may be occurring, we will take action to minimise or stop the misuse.
87. We will train our staff and customer service agents to act with respect, understanding and compassion if you appear to be in a vulnerable situation, but we may not become aware of your circumstances unless you tell us about them.
88. If you tell us about your personal or financial circumstances, we will work with you to try to identify a suitable way to access our Car Rental Services.
89. When we provide a Car Rental Service to a person who is experiencing vulnerability we will:
- be mindful of your safety and respect your need for confidentiality; and
- try to make it easier to communicate and engage with us.
Our debt recovery practices will be transparent
90. If, under the terms of your rental contract with us, you are responsible for repair costs, charges related to damage or loss, or other charges such as fines and tolls and you do not pay those costs or charges, we may take steps to recover or on-sell your debt. We will comply with all our legal, contractual and notification obligations about the amounts owed.
91. If you are in financial difficulty and have requested assistance (including, for example, a request to enter into a payment arrangement) we will consider the request and may suspend any recovery action against you until a decision has been made about whether we will agree to an arrangement, or some other form of assistance and that decision has been communicated to you.