Frequently Asked Questions

What is the Australian Finance Industry Association?

The Australian Finance Industry Association – Fleet & Rental Division (AFIA) is the Australian industry body for car rental companies.

What is the AFIA Car Rental Conciliation Service?

Rental car companies that are Members of AFIA have committed to comply with the standards set out in the AFIA Car Rental Code of Practice.

The Code provides for a conciliation service to be available for a customer that has had a matter relating to the Code decided by the member company’s internal dispute resolution process but may want further consideration if not satisfied.

A copy of the AFIA Car Rental Conciliation Service’s policy and procedures can be found here.

As the Code is Membership-based, the Conciliation Service can only look at matters that relate to disputes arising from the activities covered by the Code of AFIA Members.

What is the process for lodging a complaint with this Service?

Customers that have rented a car from an AFIA Member, and have had their complaint considered by the company’s internal dispute resolution process, can lodge a complaint by completing the form available on the Lodge a Complaint section of this website.  

Will it cost me to use the Service?

No, customers can use the Service free of charge.

How long will it take for my complaint to be resolved?

AFIA aims to provide both parties with its findings and recommendations with 30 days of receiving a completed complaint form.

How do we come to a final decision?

We review all comments and supporting documents from both parties, and make our decision based on the material provided.

What vehicles are covered by the AFIA Car Rental Conciliation Service?

AFIA can only consider complaints related to rental cars and no other types of rental vehicles.

What if I change my mind about my complaint once I have lodged it?

You can withdraw from the conciliation process at any time once it has commenced.

How will I know the outcome of the AFIA’s decision?

AFIA will give written notice to both parties to the dispute of our decision. If your complaint is not upheld, then you will be advised of the reasons why.

What can AFIA do to put the matter right for me?

Where the outcome is favourable to the customer, we will look to ensure that any unjustified charges incorrectly raised by the Member are refunded in full.

We cannot adjudicate on the quantum of the amount charged, only on whether the charge was correctly raised.  

Also, please note, AFIA has no jurisdiction to award compensation payments.

Can I make an appeal against your decision?

There is no further review or 'appeal' process through the Service.

Using our Service does not affect your statutory rights and you are free to seek a legal remedy through the courts.

Complaints outside of Australia?

The AFIA Code extends only to Members operating within Australia, therefore matters arising in other countries cannot be considered under our Code of Practice or this Conciliation Service.