AFIA Releases Updated Car Rental Code of Practice
9 December 2024
AFIA has today published a comprehensive update of its Car Rental Code of Practice.
The updated Code sets clear standards of practice and expected customer service outcomes for AFIA’s car rental member signatories. It also provides a framework of expectations to ensure improved communications and practices, including transparent pricing disclosures, simplified rental contract terms, clear billing procedures, and fair end-of-rental processes.
AFIA CEO Diane Tate said the updated Code of Practice demonstrates the industry’s commitment to putting customers first and providing greater transparency and enhanced confidence around car rental practices in Australia.
“Our car rental members have listened to feedback received through our consultation processes.
By updating the Code, they are taking an important step towards creating a more efficient and customer-focused car rental industry,” Ms Tate said.
“The updated Code has a number of important changes reflecting how the car rental sector and customer expectations have changed over recent years. For example, new communication practices will promote better pricing disclosures, ensure discounts are applied appropriately, and streamline the rental process, particularly by simplifying end-of-rental procedures.
“The updated Code is designed to remove ambiguity and promote improved industry practices. As new processes are introduced, especially involving greater technology integration, this updated Code will ensure customers have confidence every step of the way.”
The Code introduces several key enhancements to improve the customer experience, including:
Transparent pricing: When booking directly through proprietary platforms, websites, call centres, or rental locations, customers will receive a single price quote that includes all quantifiable price components, such as taxes, fees, and surcharges, ensuring no surprises at point of payment.
Discount assurance: For eligible discounts, code signatories commit to applying them during the booking process when customers book directly through proprietary platforms.
Extended inspection periods: If customers inspect vehicles in poor light or adverse weather, they will have an additional 60 minutes to report any unrecorded damage after leaving the rental location.
· Authorised end-of-rental charges: Customers’ credit cards or approved payment methods will only be debited for end-of-rental charges with specific authorisation. Code signatories will ensure compliance within 14 business days for charges related to damage, loss, or theft.
As part of the updated Code, the Australian Car Rental Conciliation Service, which provides a mechanism for customers to lodge complaints, underwent an independent review and was found to meet the required standards.
The Code is voluntary and first commenced on 1 March 2018. AFIA members who are signatories to the Code are the largest brands providing car rentals in Australia. A full list of signatories can be viewed here.
The commencement date for the updated Code is 1 April 2025. Code signatories will now be undertaking the necessary internal changes to their systems, policies and practices so they comply with the new standards by the commencement date.
AFIA’s updated Car Rental Code of Practice can be viewed here.
For more information, contact:
Alistair Coleman | 0401 855 256 | alistair.coleman@secnewgate.com.au
ABOUT AFIA
AFIA is the only peak body representing the entire finance industry in Australia.
We represent over 150 members, including bank and non-bank lenders, finance companies, fintechs, providers of vehicle and equipment finance, car rental and fleet providers, and service providers in the finance industry.
We are the voice for advancing a world-class finance industry and our members are at the forefront of innovation in consumer and business finance in Australia. Our members finance Australia’s future.
We collaborate with our members, governments, regulators, and customer representatives to promote competition and innovation, deliver better customer outcomes and create a resilient, inclusive and sustainable future.
We provide new policy, data and insights to support our advocacy in building a more prosperous Australia.