Codes

Australian Car Rental Conciliation Service 

AFIA's Rental Group members - who make up a significant proportion of the Australian car rental industry - have committed to delivering enhanced protections for their customers via the release of national Car Rental Code of Practice (implemented nationally on 1 March 2018).

As the Australian body for car rental companies, AFIA developed the Code to provide greater transparency and enhanced consumer confidence around car rental practices, on a national scale. The Code ensures an industry standard is set and met on a wide range of issues including transparency of pricing and credit card charging practices, rental contract terms and damage assessment and billing. This is supported by a conciliation service that enables customers to raise complaints with our members where they should be resolved in a timely and fair manner. 

AFIA, together with its Rental Group members, see the Code as key to reinforcing consumer confidence by ensuring the industry undertakes open, fair and honest dealings with customers, providing assurance that they can expect the highest level of professionalism and integrity when using an AFIA member.

Users of car rental services can hire from AFIA Rental Group members with confidence knowing that those organisations have committed to complying with these national standards, including accurate representation of products and services, clear pricing and contract terms, and fair and reasonable action for any damage to a vehicle.

Reflecting the scope of the Code, AFIA can only consider complaints relating to rental cars and no other types of rental vehicles at this time.

Complaint Eligibility Criteria 

The Conciliation Service only has jurisdiction to determine whether charges related to a rental that occurred in Australia from one of its Members were correctly applied.

If you have a complaint against an AFIA Member you must first fully exhaust their own internal dispute resolution process, and receive their final word on the matter, before you can request AFIA to conciliate on your behalf.

The questions below will help determine whether we can look at your complaint.

Does your complaint relate to an AFIA Rental Car Member?

  • Thrifty
  • East Coast Car Rentals/Sixt
  • Europcar
  • Redspot/Enterprise (including Alamo)
  • Bayswater Car Rentals
  • Hertz (including Ace Rental Cars)
  • Avis Budget Group (including Avis, Budget, Zipcar, Payless Apex)

If Yes, proceed to the next question.

If No, your complaint relates to a company that is not a member of AFIA and therefore not a signatory of its Code of Practice. Unfortunately, this means the company is outside our jurisdiction and we cannot review this matter.

We suggest you contact the Australian Competition and Consumer Commission at https://www.accc.gov.au/contact-us who may be able to assist you.


In which country did your rental take place?

If your rental took place in Australia, then proceed to the next question.

If your rental took place overseas we are unable to consider your complaint - AFIA has no jurisdiction to deal with complaints relating to vehicle rentals that take place overseas, as only rentals from our members within Australia are subject to our Code of Practice.


Have you fully exhausted the Member’s own internal dispute resolution process and received their final decision?

If Yes, proceed to the next question.

If No, we are unable to consider your complaint. AFIA can only consider a complaint if a customer has completed the Member’s IDR process.

If you have not yet received a final decision by the member, we would suggest you contact the company's Customer Service Department by telephone or email for an update. Details will be available on their 'Contact Us' webpage.

Our Members aim to finalise their internal dispute resolution process within 15 business days of the date of receipt of the complaint, provided our Member has all necessary information and has completed any investigation required.


Have there been any court proceedings, completed or pending, or do you have an open case with another Ombudsman service relating to this complaint?

If Yes, your complaint has gone beyond any jurisdiction the Conciliation Service has and we will be unable to assist you further.

If No, please complete your complaint details below.

If you have a complaint against an AFIA Rental Member you must have first fully exhausted their own internal complaints procedures and received their final word on the matter before you can request AFIA to conciliate on your behalf. If you’ve done that, please provide the following details so that AFIA can begin to assist you with this process.

Full Name:
Email:
Contact Number:
Postal Address :
Where did you hear about AFIA's Conciliation Service :
Has the company you are complaining against given you their final word about the complaint:
Rental Agreement Number :
Reservation Number:
Date of rental commencement :
Location of incident:
Member company complaint is against:
What element of the Code of Practice does this complaint relate to:
When did the problem you are complaining about happen :
When did you first complain to the member:
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 you have answered Yes to the above question, please give details below:
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 the Australian Finance Industry Association (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.:
 

If you have any photos or documentation to submit with this form, please send them direct to rentalcar@afia.asn.au with the subject line – Complaint - (your last name/your first name).