Frequently Asked Questions - FAQ - Help
Let us help you with our answers to some of the most frequently asked questions (FAQ) about our car rental policies and standard procedures below. If you still can not find the answers you are looking for, please make use of our contact us page.
Q: How do I pick up and drop off my rental car at the Airport and is this FREE?
A: Customers are asked to contact the rental office once all luggage is collected. Our courtesy shuttle will greet you soon after at a designated meeting point, located just outside the arrival terminals. A short ride back to our depot to complete Rental formalities and you are on your way.
Note that our Canberra Office is situated on-airport, so there is no need for a shuttle service. Customers arriving into Canberra Airport will have the convenience of collecting their car right at the airport. After you disembark from your aircraft, proceed straight to the arrivals hall at Gate B and our rental counter is there in the terminal. After a moment completing your rental, proceed to the airport car park on the ground level and go to the East Coast Car Rentals Parking Bays to collect your car. Our parking bays are well signed.
Collection Locations & Instructions:
Brisbane Domestic Airport Terminal
Brisbane International Airport Terminal
Cairns Airport Terminal
Canberra Airport Terminal
Gold Coast Airport Terminal
Melbourne Airport Terminal
Sydney International Airport Terminal (download PDF version)
Sydney Domestic Airport Terminal (download PDF version)
Adelaide Airport Terminal (download PDF version)
Adelaide Airport office hours: 0700 to 1800, 7 days
Brisbane Airport office hours: 0700 to 2200, 7 days
Canberra Airport office Hours: Mon-Fri 0700 to 2300, Sat-Sun 0700 -2200
Gold Coast Airport (Coolangatta) office hours: 0700 to 2200, 7 days
Cairns office hours: 0700 to 2000, 7 days
Melbourne Airport office hours: 0700 to 2200, 7 days
Sydney Airport office hours: 0700 to 2000, 7 days
** Please Note:- Our last courtesy transfer is 30 minutes prior to close of business. **
After hours vehicle collection is not available.
Our Airport locations are open on Christmas Day and New Year's Day, with the exception of Adelaide. All locations are open during all other holiday periods.
Departures - Customers are asked to allow ample time for vehicle check-in, and return transfers from our office to the departure terminal. Suggested times for rental return is at least 180 minutes prior to an international flight and 120 minutes prior to a domestic flight. Return transfers are completed on a first come - first served basis, and leave regularly during the above times. Customers departing on early flights are advised to check-in to their flight, prior to returning the rental vehicle. We are unable to accept responsibility for any missed flights where the vehicle has been returned outside of our recommended return time.
Note for Canberra Airport, customer returning their East Coast Car Rentals car to Canberra Airport should follow the airport sign which says Rental Car Returns. Once you have parked your car in our return bay, proceed to the rental counter on the ground floor in the Arrival Hall at Gate B to return your keys and we will complete your rental for you.
Secure After hours Airport Parking facilities are available at some of our locations (a nominal fee may apply), please discuss this option with our staff at the time of collection.
Unavoidable delays may occur during peak periods.
For all the available car hire locations, please refer to the following list:
Q: Can I have the Rental vehicle delivered to my hotel or local accommodation?
A: We offer a FREE courtesy shuttle that will collect and return you from your local accommodation and transfer you to our local rental office. This can be arranged simply by notifying the Rental Office 30 minutes prior to collection with your local address details. Subject to conditions, peak seasons, time of day and staff availability. Rental Office details available on "Confirmation" email. Please note: Our serviced area is within the local proximity of the office. Please check in advance if you are unsure whether you accommodation falls within that area.
Q: Can I collect a rental at one location and return it to another?
A: Relocation between offices is possible and subject to a nominal relocating fee. Online quotes will calculate a relocation fee between offices (where applicable). Please note that for one-way interstate rentals a nominal daily rate surcharge of $10 will apply. Subject also to minimum rental and availability. Please contact our Reservations team for availability and rates.
Q: What do I need to bring with me to the counter to rent a car?
A: All hirers must provide a current valid driver's license and valid credit card in the same name as well as the Booking Confirmation email to assist us on your arrival. Any discounts, coupons, or other promotional material must be presented upon arrival.
Vehicle Use & Conditions
Q: Where am I permitted to drive?
A:You and any authorised driver must only use the vehicle on a road which is properly formed and sealed.
The vehicle cannot be taken onto Kangaroo Island, Bruny Island, Fraser Island, Magnetic Island, Groote Eylandt, Gove Peninsula or the Tiwi Islands.
Travel is not permitted into or out of the Northern Territory, Western Australia or Tasmania.
In Queensland, the vehicle cannot travel in a Westerly direction on Highway No. 27 beyond Chillagoe; on Highway No.1 beyond Normanton in a Southerly direction and no further North than Karumba: The vehicle is not to be driven beyond Cooktown to the North or Lakeland to the West and no further North than Cape Tribulation on the Coast Road; or on the Coast Road from Helenvale to Cape Tribulation, or from Laura to Lakeland.
Vehicles are not to be taken above the snow line in New South Wales and Victoria (being Jindabyne in New South Wales and Bright in Victoria from the beginning of June until the end of September.
Travel on beaches or through streams, dams, rivers or flood waters is prohibited at all times.
Q: Am I able to drive outside the "Areas of Use"?
A: Our heavily discounted rates do not reflect the type of use for Rentals traveling beyond our "Area of Use"
We have more information on distances between major Cities and Towns, things to see and do and general safety topics in our Driving Information section.
Inter-office relocations may be subject to minimum rental periods and availability. Please email or call our reservations team for an individual all-inclusive package.
Q: What do I need to know about Toll Roads?
A: Your planned route may involve travel along roads that have mandatory tolls. Many of these roads no longer have payment booths and require the vehicle to have a prepaid E-Toll tag. To learn more about which roads have tolls please see these maps for Queensland Road Network, Victoria Road Network or Australia Toll Road Network. To learn more about how to prepay tolls, visit Queensland Motorways, New South Wales Motorways or for Victoria Citylink.
Q: What is the Airport Concession Fee?
A. The Airport Concession Fee is a fee charged by the airport corporation for operating on airport. This fee is in turn passed on directly to the customer.
Q: What do I need to know about fines and traffic infringements?
A: You are responsible for all toll charges, parking fees and fines due to unpaid parking fees, speeding and other traffic infringements. The fines can be very costly. In addition, a processing fee will be applied to process those parking/traffic infringements and speeding fines.
Q: Do I have to return with a full tank of fuel?
A: We ask all customers to return fuel to original starting level at commencement of rental. We are unable to offer credit or refunds for returns with excess fuel.
Q: Do we receive street directories/maps?
A: We provide courtesy Tourist Maps, upon request, for all our rentals. For those customers who need accurate directions, we recommend choosing to rent a GPS unit for a nominal daily charge.
Q: What age do I have to be to rent a vehicle?
A: Any driver with an appropriate license between 25 and 80 years of age are able to rent from East Coast. Drivers aged between 21 and 24 years of age are permitted to hire, but are subject to an age surcharge of $8.80 per day. We are unable to hire to drivers under 21 years old.
Q: Can I rent a vehicle with a restricted license?
A: Drivers who hold a valid Provisional License (P Plate) may rent from East Coast Car Rentals under the following provisions:
- The P Plate driver must have held his P Plate license for a minimum period of the 12 months prior to the start of the rental.
- The customer must provide a ‘P Plate’ for display on the vehicle.
- The customer must accept the full PRW options.
- The contract will include any under 25 age surcharge, if applicable.
- The customer will abide by the terms of the rental contract as well as those restrictions associated with the license.
Learner Drivers (L Plate) are not permitted to rent vehicles with East Coast Car Rentals.
Q: Do I need to have an International Driver's License?
A: If you will be driving for a period that is longer than three (3) months, you need to have an International Driver's License. Otherwise, we need a valid license from your own state/country.
Q: Can anyone other than myself drive the car and how many people can drive?
A: Only named/nominated drivers whose name appears on the Rental Agreement, or attachments, may drive. Each driver must be listed on the Rental Agreement and must present their driver's license at time of collection. An additional driver/hirer fee of $10 per driver will apply. Age surcharges may also apply. Maximum 4 drivers per rental.
Q: Can I return the car after hours?
A: Yes, you may return your rental car when our office is closed, if prior arrangements have been made. Detailed maps including drop-off location and instructions on key return will be supplied at the commencement of hire. Nominal Airport Parking fees normally apply. Rental cars may also be returned directly at the rental depot after hours, however the vehicle remains the renter's responsibility until such time it has been checked-in by our Rental representative the following day.
Q: How can I guarantee the make and model of the car I prefer?
A: Our makes and models are suggested and categorised as accurately as possible and indicate the majority type within a category. Please advise us of your preference when making your booking and if available we will try to accommodate your request.
Q: What should I do if I have an accident?
A: Report the accident to the Police immediately. Ensure all details of any third parties, witnesses and police that attend at the scene are recorded and contact us immediately. Do not admit liability. Our staff will assist and advise accordingly.
Q: What if I break down? Do you provide 24 hours Roadside Assistance?
A: 24 hour roadside assistance with RACQ/RACV/NRMA is covered in all rentals. Please note that a 'human error call out' will incur a $85 service fee. For example, keys locked in car, out of fuel or lights left on and battery becoming flat.
Q: Can I tow a trailer or anything else?
A: All of our vehicles can NOT be used to tow or push anything, this forms part of the rental terms and conditions.
Q: What are the Booking Terms and Conditions?
A: Please refer to our Booking Terms and Conditions for more information.
Q: What are the Rental Terms and Conditions?
A: Please refer to our Rental Terms and Conditions for more information.
Q: If I leave the headlights on and run the battery flat, am I covered by Roadside Assistance?
A: Roadside Assistance will cover the unlikely event of mechanical failure. It does not cover non-mechanical defects such as, lost keys, keys locked in the vehicle, flat battery due to lights being left on etc. Call-out fees apply in these instances.
Q: How am I assured of the vehicles condition?
A: On Arrival - Quality Fleet management ensures that all vehicles are subject to a full detail and safety check prior to its next rental. As re-assurance to our clients and part of our ongoing commitment to quality control, a visual inspection is jointly completed with the hirer present upon collection. All customers receive a copy of a Vehicle Summary Report on commencement of hire and agree to the vehicles condition. All cars are new and kept in the same condition.
On Departure - On return to the depot, our staff will re-inspect the condition of the vehicle referring to the same signed and agreed “Vehicle Summary Report” (VSR) completed at the commencement of hire. Subject to a satisfactory final inspection, our check-in staff will close and complete your rental.
A closed copy will be supplied on request subject to all charges paid in full.
Damage Cover & Optional Waiver
Q: Does the Rental Vehicle come with any type of insurance or Damage Cover?
A: Subject to the terms and conditions of the Rental Agreement, standard damage cover is included and a liability applies:
Premium Reduction Waiver (PRW)
East Coast Car Rentals Premium Protection Package protects you against damage caused as a result of Multi Vehicle Accidents plus single vehicle accidents, hail and storm damage (except flood damage), animal damage, windscreens, tyres and headlight damage.
|(Single Vehicle Liability is reduced)||PREMIUM REDUCTION WAIVER (PRW)|
|Multi vehicle liability (MVL)||Single vehicle liability (SVL)||1-7 days||8-14 days||15+ days||Reduced Liability with PRW|
|per day||per day||per day|
|HATCHBACK & SEDAN||Drivers Aged
|8 SEATS & SUV||Drivers Aged
|12 SEATS||Drivers Aged
Under 25 Drivers
Drivers aged between 21 and 25 years of age (as of the last day of the rental period) are still entitled to hire. They are subject to a compulsory, additional $8.80 per day surcharge.
EXCLUSIONS TO COVER AND LIABILITY
You must always pay the cost of and are liable for and Clauses 6 and 7 do not cover:
- damage or loss caused to the Vehicle or third party property as a result of you breaching any condition of the rental agreement;
- damage or loss arising from Theft, where the Vehicle is left unlocked or unsecure or you have not kept the keys secure;
- damage or loss where the Vehicle is totally or partially immersed in water;
- damage or loss to the interior of the Vehicle, which requires professional cleaning, deodorising or repair;
- (unless PRW is taken) damage or loss to the tyres, such as punctures, cuts, abrasions or to the windscreen such as chips, cracks and stars;
- damage or loss caused by use on construction sites, mines and unsealed roads;
- overhead damage being damage or loss sustained to the Vehicle or any other property caused by driving the Vehicle into or under any object of the same or a greater height than the base of the Vehicle's front windscreen, or damage caused by persons placing objects on the roof of the Vehicle;
- (unless PRW is taken) damage or loss caused to the vehicle through hail or storm;
- damage or loss to the undercarriage of the Vehicle or to any other property arising from contact between the undercarriage and any object, obstruction or road surface regardless of cause.
- damage or loss to the tailgate lifter, ramps and associated equipment during usage of those items;
- damage or loss to the Vehicle or third party property caused by you failing to secure properly any load or equipment;
- damage or loss caused to the Vehicle or third party property by loading or unloading to or from the Vehicle;
- damage or loss to the Vehicle deliberately caused by you or by you using the Vehicle in a dangerous or reckless manner;
- damage or loss to the Vehicle whilst being transported, ferried or towed without our authority, or whilst the Vehicle is taken off the mainland or across any waterway whatsoever or used in any unauthorised area; the cost of towing or salvage of the Vehicle in or from a remote or sparsely populated area;
- damage or loss caused to the Vehicle through the use of snow chains or roof racks;
- costs or expenses incurred including legal costs (on a full indemnity basis) and interest as a result of your failure to deliver immediately every summons, complaint, demand or notice in relation to any loss or damage;
- damage to or loss of any personal property owned by you (or any relative, associate, passenger or any person known to you) or any third party, including personal property left in the Vehicle, or any property received, handled or stored by us at any time, except to the extent that such damage or loss is caused by our negligence or wilful default, in which case clause 12.2 applies;
- Your death or personal injury or the death or personal injury of any other person except to the extent that it is caused by our negligence;
- damage or loss to the GPS;
- and damage or loss suffered by us as a direct or indirect result of you providing false information, or engaging in any fraudulent activity, in respect of your hire of the Vehicle or your dealings with any law enforcement officer or other authority during the hire period, and we reserve the right to recover an amount from you in respect of such losses.
The majority of other Car Rental Companies have little or NO cover for Single Vehicle Accidents, Hail or Storm Damage or other incidentals which are easily assumed to be covered. We have the most comprehensive and best value covers available.
See our table below for our most comprehensive PRW liability. We ask you to compare this with any of our competitors!
|Are you protected?||What is your maximum liability?|
|Our liability||Other rental companies' liability|
|Type of incident \ vehicles||Hatch, Sedan||Family||8 Seater, SUV||12 Seater||All type of vehicles|
|Single vehicle accidents
||No cover / up to total value of vehicle
||Full value of windscreen + loss of rental
||Up to total value of vehicle + loss of rental
|Collision with animals
||Up to total value of vehicle
|Theft of vehicle**
||Up to total value of vehicle
|Destruction of vehicle by fire
||Up to total value of vehicle
|Collision with other vehicle
||Up to total value of vehicle
** Conditions apply.
Q: Will a travel insurance policy provide sufficient cover if I have an accident or can I select the waiver options on arrival if I am unsure?
A: Accidents and damage do occur, however we ask all customers to ensure the "terms and conditions" of any travel insurance policy are read prior to arrival. Unfortunately we are unable to act on the hirer's behalf, or assist in any way when making claims. Whether you hire from us or any Car Rental company, we strongly suggest for peace of mind to accept any waiver options to reduce the hirer's risk.
Charges & Payments
Q: When do I pay for the rental car?
A: Payment is made in full upon arrival for the advised rental duration. Credit Card details are required to confirm your enquiry or reservation. These details can be changed upon arrival. Please ensure the Credit Card holder is present upon arrival.
Q: What methods of payment can I use?
A: Payment is made in full on arrival.
We accept Visa, MasterCard, Bankcard, Eftpos, Cash and Travelers Cheques.
American Express, Diners Club and JCB attract a 5% surcharge on any transactions due to high merchant fees.
Q: What about Holding Deposit/Security?
A: For the holding deposit, we do require the main driver of the vehicle to hold a valid current credit card and be present on arrival. East Coast Car Rentals will pre-authorize an amount, up to the chosen excess, on the hirers Credit Card. Please make sure that sufficient funds are available to cover the chosen excess. Upon return and close of the rental, the pre-authorisation can be cancelled at the card holders request, alternatively the hold will automatically be released by the card issuing bank after a period of time.
The use of Debit Card as security will incur a 5% surcharge on the full cost of rental.
Q: Can I pay with cash and use cash as a security bond?
A: Cash can be used to make payment for the rental, provided a valid credit card is used for the holding deposit under the following conditions:
- Full Premium Reduction Waiver (PRW) is accepted and paid in full.
- A pre-authorisation, equal to the vehicle excess must left as security with East Coast Car Rentals.
Q: Can I pay with EFT POS and use EFT POS as a security bond?
A: Yes. EFT POS payments are treated as cash payments and subject to the same conditions as our cash policy above.
Q: Can I pay with a Debit Credit Card and the same Debit Credit Card as a security bond?
A: Yes. Debit Credit Cards are treated as credit cards, but are subject to a 5% surcharge.
Q: Are there any other fees or "hidden extra"?
A: An "estimate of charges" is advised based on the details upon booking. These will include a daily rate, standard liability, GST and an administration fee. Fees relating to extended rentals, relocations, optional extras, collections or returns outside normal business hours, damage liability etc. will be subject to standard charges. A nominal Administration Fee applies to all charges. East Coast Car Rentals does NOT CHARGE a Daily Registration Recovery Fee (DRRF), Airport Levies or any other hidden fees. These 2 fees alone add approximately $20 per day! Collecting a rental from any multi-national at all Airports is an expensive convenience.
Q: What is the cost of additional kilometres?
A: Unless a booking confirmation states "Free Unlimited Kilometres per day", any additional kilometres are charged at 22 cents per kilometre.
Q: What happens if I return the vehicle late?
A: If the vehicle is returned late, each hour or part of will be charged at one fifth (1/5) of the daily rental. As courtesy to the next renter and for an opportunity for to arrange an alternate vehicle, please advise "Reservations" immediately. Extra charges may apply due to vehicle availability. Optional extras (e.g., Liability Waiver etc.) will be charged at the full daily rate.
Q: How many free kilometres per day?
A: The website, including the online booking system, rental quotation and confirmation will indicate whether your rental comes with any free kilometres per day. Heavily reduced rates/discounts may have a limited kilometre rate.
Q: Do you hire baby seats and booster seats?
A: Yes, we do hire baby and booster seats for a nominal daily fee of $5.50 per day, capped at a maximum of $55 per hire, each. Front/Rear facing Baby seats suitable for newborn to 18kg. Booster seats suitable for toddlers 14kg to 26kg. All vehicles have the required fittings. Be sure to include with your online reservation.
Q: Can I use another person's Credit Card to pay and/or use for bond/holding deposit?
A: You may use another person's credit card for the payment and/or holding deposit provided they are prepared to become the main renter of the vehicle, hold a valid current credit card and be present on arrival. By prior arrangement, should the card holder not be able to attend the collection of the vehicle, an Authority Form can be completed by the card holder and faxed back prior to the day of collection. Please speak to our Reservations Team for further information on this. In each case, you will then be added to the contract as an additional driver.
Q: What is a security bond or holding deposit?
A: A security bond is a pre-authorization to your credit card that is used as a form of protection whilst you are renting a vehicle. Please note that your bank will hold the pre-authorisation amount and not East Coast Car Rentals. In most cases, a pre-authorisation is released by your bank within 5-7 business days.
Q: How does a security bond work?
A: East Coast Car Rentals will pre-authorize an amount, up to the chosen excess, on the hirers Credit Card. Financial institutions may take up to 7 business days to release the pre-authorization.
Q: How are our customers' personal details and credit card information protected securely online?
A: Our online reservation service is located on a secure server that guarantees the safety of the transaction. The system uses 128bit SSL encrypting technology. SSL works by encrypting all communications between your computer and our server so that information cannot be intercepted
Reservations, Amendments & Cancellations
Q: Why do the "daily rates" vary and will they change when I book?
A: Rental rates are subject to availability and demand. Reservations made "Online" are always heavily discounted. Once confirmed arrival and departure details are available, we suggest you confirm your rental requirements. Online rates are itemized to show a breakdown of all fees and charges. An email "Confirmed Reservation" or "Quote" will indicate a "Total Estimate of Charges" and be GST inclusive.
Q: What if I have to cancel a booking? Are there any cancellation fees?
A: We reserve the right to charge the following cancellation fees to all confirmed reservations.
- 7+ days' notice - NO Cancellation fee.
- 24 hours to 6 days' notice - $100 Cancellation fee. (This will be charged but you will be given an equal amount credit to your next rental)
- Within 24 hours / No Show - $100 Cancellation fee.
Q: Can I extend the rental duration?
A: Extending the rental duration is possible at time of check out or during the rental itself. You will need to contact or come in person to the nearest location. The extension is subject to vehicle availability and extra payment.
Q: Are interstate one-way rentals available?
A: Interstate relocations are available subject to minimum rental days and availability.
Q: Is it possible to modify my reservation once it is confirmed?
A: Confirmed reservations can be altered and are subject to availability. We reserve the right to alter the cost of the rentals when things such as dates, length of hire and/or vehicle category are amended. All rates, including specials and discounts provided in confirmed Reservations are valid only at the time of issue and thus changes to a reservation may be subject to a re-quoting of hire costs and incidental charges.
Q: Can I check rates without making a reservation?
A: You may request a quotation and check availability without making a reservation. Complete only the first pages of the rates and reservations process. If you wish to make a reservation at this time and with these details simply continue by entering your Personal details and Credit Card via our secure booking page.
Q: How will I know my reservation is confirmed?
A: Upon the completion of our final confirmation page of our online booking form, you will be redirected to a web page indicating the booking has been successful and a "Reservation Number" will be provided to you. In addition, the system would be sending you a "Confirmation Email" with your booking information. Please print out the booking confirmation, it is important to remember or note down your "Reservation Number" for future reference and communication with our reservation staff. For any reason you did not receive a "Confirmation Email", please contact our Reservation staff. Please read the confirmation email thoroughly to check your booking details such as vehicle class, airport collection procedure, terms and conditions of hire and other details. If there is any errors or problems, please contact our Reservation staff.
Q: What is an ECP Code?
A: An ECP Code (East Coast Promotional Code) is a unique, identifying, alpha-numerical car hire code given to advertisers and affiliated businesses. This code is normally printed on coupons and other advertising mediums that are communicated to their customers, clients, supporters and members. Should you be in receipt of such a code, please ensure that you correctly enter it in the space provided before commencing booking or quote.
Other Questions or Concerns
Q: What if I cannot find an answer to my question or it is not covered in this page of information?
A: Should you not find the information you need on this help or FAQ page, please use our Contact Us page to send questions or messages to us.