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

2. 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.

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

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

7. 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

8. 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

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

14. 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

15. 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

16. 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

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

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