Australian Car Rental Code of Practice

AFIA and its Fleet & Rental members – Avis Budget Group, Hertz, Europcar, Thrifty, East Coast Car Rentals, Sixt, Bayswater Car Rental and Redspot / Enterprise – released a national Car Rental Code of Practice on 1 March 2018.

AFIA Rental Group members make up a significant proportion of the Australian car rental industry and have committed to delivering enhanced protections for their customers. 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 clear process to allow customers to raise complaints with our members where they should be resolved in a timely and fair manner. On those occasions where customers may want further consideration following a member’s decision, a further conciliation process is provided.

For more information about the Code email

See Media Release for more detail.

Code of Practice

This Code applies to AFIA members in the Car Rental Industry whose business is the short-term daily hire of vehicles. The Code sets out the standards AFIA expects signatories to achieve in all aspects of the renting of their vehicles.

Conciliation Service

This online conciliation service provides a mechanism for customers to lodge complaints about areas covered by the Australian Car Rental Code of Practice. 

Terms of Reference

The Terms of Reference govern the operation of the Car Rental Conciliation Service.


Answers to Frequently Asked Questions (FAQs) for the Australian Car Rental Code of Practice and Australian Car Rental Conciliation Service can be found at the below link.