NSW Fair Trading Minister, Matthew Mason-Cox, today revealed more than 340 complaints about hire car companies were lodged with NSW Fair Trading in 2014.
“Car hire is one of those areas where consumers can be left with a nasty surprise if they don’t carefully read the fine print,” Mr Mason-Cox said.
“Complaints focussed on unknown fees, charges higher than the quoted price and issues with obtaining refunds. “A number of disputes also related to companies charging credit cards for tolls, fines or damages without the consumer’s permission.”
In a recent complaint to NSW Fair Trading, a consumer was charged an additional ‘damage liability fee’ for allegedly causing damage, even though the damage was noted by the car-hire staff before the car was driven away. NSW Fair Trading intervened to ensure consumer was not required to pay any further fees.
In another case, a consumer was charged a ‘refuelling fee’ even though the vehicle was returned with a full tank of fuel. Following NSW Fair Trading’s assistance, the consumer was reimbursed.
Mr Mason-Cox said it was important for consumers to be aware of the contract terms and conditions.
“Car hire companies must ensure that their contract terms are fair and clearly stipulate the insurance offered and any excesses,” he said.
“Inspect the car thoroughly, noting any additional damage before driving away, and also check the vehicle thoroughly in the presence of the hire company when you return it. “You cannot be held liable for pre-existing damage.
“Think about whether there are on-road contract provisions, as many contracts prohibit the vehicle being taken off-road.”
If you have a dispute with a car rental company, contact the owner or customer relations manager of the hire company. If you can’t resolve the dispute, contact NSW Fair Trading by calling 13 32 20 or visit www.fairtrading.nsw.gov.au.
If you are a visitor to NSW, you can contact the Traveller Consumer Helpline by phoning 1300 552 001 or via email at travelhelp@services.nsw.gov.au