AUSTRALIAN CAR RENTAL CODE ​ & CONCILIATION​ SERVICE​ Helen Gordon​  AUSTRALIAN FINANCE INDUSTRY ASSOCIATION

OVERVIEW Avis Budget Group today announced it has become a member of The Internet of Things Consortium (IoTC). The company has joined the consortium given the critical role that IoT technologies are playing in Avis Budget Group’s strategy to making mobility more ubiquitous, personalized, and convenient. https://www.autorentalnews.com/312492/avis-joins-internet-of-things-consortium

BACKGROUND Overseas regulator focus (UK + Europe) Australian Competition & Consumer Commission (ACCC)  Customer complaints 

KEY ISSUES Pricing + contract terms transparency Vehicle damage assessment + liability Damage waiver products Credit card charging practices

PRICING TRANSPARENCY Accurate representation – products + services – all advertising Clear pricing, plain language Terms + conditions – properly disclosed Customer able to make an informed decision Complaint handling process

DAMAGE WAIVER PRODUCTS Clearly INFORM customers of range of excess reduction + damage waiver options – informed choice maximum of customer's financial liability from damage or 3rd party loss – accident or theft exclusions from damage waiver or coverage products availability, benefits + cost

DAMAGE ASSESSMENT Start of rental – pre-existing damage accurately + clearly shown

DAMAGE ASSESSMENT Start of rental – pre-existing damage accurately + clearly shown Opportunity to inspect + report damage not recorded Poor light or bad weather – 60 minute window to inspect + report Manual improvements + tech solutions (eg cameras) to record pre-existing damage

POST- RENTAL DAMAGE Inspection – in presence of customer or within 4 hours of car return AFIA Fair Wear + Tear Guide Photograph new damage + store – readily accessible Itemised estimate of new damage cost + documentation to substantiate repair or replacement

CREDIT CARD CHARGING Clear calculation + justification for any end-of-rental charges raised Only debit card with customer authorisation Within a reasonable time of damage detection or vehicle stolen or third party loss claim or toll/infringement or accident lodged

DISPUTE RESOLUTION Internal process Response within 15 days of complaint Customer able to take dispute to AFIA Car Rental Conciliation Service if not satisfied

DISPUTE RESOLUTION Internal process Response within 15 days of complaint Customer able to take dispute to AFIA Car Rental Conciliation Service if not satisfied