Car Rental Conciliation Service - Complaints

If you have exhausted a participating car rental provider’s dispute resolution procedure and remain dissatisfied with the outcome of the review, you can lodge a complaint.

The Australian Car Rental Conciliation Service will review the evidence from your complaint against the Code and provide an impartial decision. To lodge a complaint, please complete the form on this page.

First Name

Last Name

Email address

Where did you hear about AFIA's Conciliation Service

Have you made a complaint to the car rental company that has been considered and finalised through their Internal Dispute Resolution (IDR) process?

Location of incident

Rental Agreement Number

Reservation Number

Date of rental commencement (dd/mm/yyyy)

When did the problem you are complaining about happen? (dd/mm/yyyy)

Member company complaint is against

When did you first complain to the member (dd/mm/yyyy)

What element of the Code of Practice does this complaint relate to

Have there been any court proceedings relating to your complaint or are any court proceedings pending

Have you contacted any ombudsman or other complaints body about your complaint

If yes, please provide detail (required only if you answered Yes above)

Please give an overview of your complaint listing the main points

How would you like the Member you are complaining about to put the matter right for you

I would like AFIA to provide its Conciliation Service to deal with my complaint. By completing and returning this form I agree for AFIA to act on my behalf to conciliate my complaint, I agree to the personal information contained in this form, and in any supporting documentation or emails, to be shared with the relevant AFIA member, I agree to the AFIA member releasing my personal information to AFIA for the purposes of investigating my dispute. To help prevent similar complaints in the future, I agree that AFIA may publish examples of where things can go wrong, based on real cases, but without mentioning the identity of anyone involved.

Thank you. Your complaint has been received and the Car Rental Conciliation Service will be in touch.

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