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.

Vehicle Collection

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)
Hobart Airport Terminal Pick Up Information

Adelaide Airport office hours: 0700 to 2000, 7 days
Brisbane Airport office hours: 0700 to 2200, 7 days
Canberra Airport office Hours: Mon-Sun 0700 -2200
Gold Coast Airport (Coolangatta) office hours: 0700 to 2200, 7 days
Cairns office hours: 0700 to 2200, 7 days
Melbourne Airport office hours: 0700 to 2200, 7 days
Sydney Airport office hours: 0700 to 2000, 7 days
Sunshine Coast Airport office hours: Mon-Fri 0800 to 1700 & Sun 0800-1300
Hobart Airport office hours: Mon-Fri 0700 to 1800

** 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. 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 licence 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 and e-Tag?

A: Your planned route may involve travel along roads that have mandatory tolls. These toll roads no longer have payment booths and require the vehicle to have an e-Tag. East Coast Car Rentals in conjunction with the New South Wales Roads and Maritime Services (RMS) have joined forces to provide all our customers with a hassle-free solution to all your toll road journeys. All East Coast Car Rental vehicles are now fitted with e-Tags. You need do nothing. Your toll road usage will be recorded by the e-Tag fitted to the vehicle you rent and in turn, the RMS will charge your nominated credit card for any toll roads used for the duration of you rental. More information can be found on the RMS website.

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 fines and infringements due to unpaid parking fees, speeding and other traffic related infringements. In some cases, these 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 licence 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 $9.90 per day. We are unable to hire to drivers under 21 years old.

Q: Can I rent a vehicle with a restricted licence?

A: Drivers who hold a valid Provisional Licence (P Plate) may rent from East Coast Car Rentals under the following provisions:

  • The "P Plate" driver must have held his/her 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. These are readily available from most service stations.
  • The customer must accept the full LDW option.
  • 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 Licence to drive a vehicle in Australia?

A: You will need an International Drivers Permit if your local driver's licence is not written in Roman Alphabet characters. For example, Chinese, Japanese, Arabic, etc. You must present BOTH your locally issued driver's licence AND an International Drivers Permit in this situation. If your driver's licence IS written in Roman Alphabet characters, then you only need to present your current local valid driver's licence.

Q: Do I need to have an International Driver's Licence to drive a vehicle in New Zealand?

A: New Zealand road laws prohibit you from driving a vehicle unless your overseas driver licence is written in English or you hold an International Driving Permit (IDP). Even an European Union (EU) driver licence or a licence partially written in English is considered unacceptable under New Zealand law. Without an IDP or approved translation you are unlawful to drive on New Zealand roads and could incur a fine of up to $400 and roadside impoundment of your vehicle. East Coast Car Rentals is unable to provide you with a rental vehicle unless you possess a Certified English Translation of your driver licence OR an International Driving Permit. It is recommended to have your non-English driver's licence translated before you pick up your car. For translation services, please contact TransNational or a similar service provider.

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 licence at time of collection. An additional driver/hirer fee of $12.10 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 have a vehicle 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 $110 (GST included) 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:

Windscreen and Tyre Cover
Windscreen and Tyre Cover protects the renter for damage to these items. Windscreen means “front” windscreen. Windscreen damage refers to chips, cracks or stars to the windscreen. “Tyre” means any one of the four tyres on the vehicle at any given time. Tyre damage refers to punctures, cuts and abrasions due to normal driving conditions.
In the event of damage to these items, there will be no charge. The cost is $5.00 per day.

Loss Damage Waiver (LDW)
Loss Damage Waiver protects you against damage caused as a result of Multi Vehicle Accidents and single vehicle accidents. You are also covered for hail and storm damage (except flood damage), theft, fire and animal damage, to the reduced liability amount where LDW is purchased.

Vehicle Class
All Drivers
Multi Vehicle Liability
Single Vehicle Liability
1 - 3 Days
4 - 14 Days
15 Days and over
Reduced Liability with LDW
Vehicle Class
All Drivers
Multi Vehicle Liability
Single Vehicle Liability
1 - 3 Days
4 - 14 Days
15 Days and over
Reduced Liability with LDW
Vehicle Class
All Drivers
Multi Vehicle Liability
Single Vehicle Liability
1 - 3 Days
4 - 14 Days
15 Days and over
Reduced Liability with LDW
Vehicle Class
All Drivers
Multi Vehicle Liability
Single Vehicle Liability
1 - 3 Days
4 - 14 Days
15 Days and over
Reduced Liability with LDW


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 $9.90 per day surcharge.


  • You have no cover if there is a Serious Breach of the Rental Contract even if Damage Cover Products have been purchased and the Excess has been paid.
  • You have no cover for Damage to the Vehicle’s front windscreen or tyres unless You have purchased Windscreen and Tyre Protection. This protection covers You for chips, stars and cracks to the front windscreen and punctures, cuts and abrasions to the tyres caused during normal driving conditions.
  • Even if You purchase one of Our Damage Cover Products and You pay the Excess You have no cover, for:

(a) Damage or Third Party Loss caused by the use of the Vehicle in any area prohibited by the Rental 

(b) Overhead Damage;

(c) Damage, Underbody Damage or Third Party Loss caused deliberately or recklessly by You, any unauthorised driver or any passenger of the Vehicle;

(d) Damage caused by total or partial inundation or immersion of the Vehicle in water or exposure of the Vehicle to salt water, including that which occurs whilst the Vehicle is being transported;

(e) Damage caused by use of the incorrect fuel type;

(f) Damage that is caused to a Vehicle with a convertible roof by overfilling the luggage compartment above the recommended level, and then activating the convertible roof mechanism; or

(g) Damage or Third Party Loss caused or contributed to by You where You leave the scene of the Accident prior to the attendance of the police or reporting the Accident to the police.

There is also no cover for:

(a) the full cost of replacing or repairing any accessories supplied by Us including, but not limited to child  restraints, GPS units, lost keys, keyless start and remote control devices;

(b) property owned by You or any passenger that is stolen from the Vehicle, lost or damaged during the Rental Period or left in the Vehicle after the Vehicle is returned to the Rental Station;

(c) loss or damage to Your property, the property of a member of Your immediate family or of an entity related to You, that arises from the use of the Vehicle; or

(d) Damage, theft of the Vehicle or Third Party Loss if Your Rental Contract is for Customer Own Insurance.


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 from other car rental companies, for your peace of mind, we strongly recommend you to take out any waiver options to reduce your liability as a hirer.

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 in Australian Dollars (AUD).

We accept Visa and MasterCard Credit and Debit Cards, American Express, Eftpos, Cash and Travelers Cheques. Customers choosing to pay by EFTPOS, Cash or Travellers Cheques, it is compulsory for Loss Damage Waiver (LDW) to be accepted at the time of rental. A Visa or MasterCard Credit/Debit Card or American Express Card will also be required for security purposes. 

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 does require a Holding Deposit up to the chosen excess on the hirers credit or debit card.  Upon return of the vehicle in the same condition as it was when rented, the Deposit will be returned.  The time taken to return the deposit is dependent on the customer’s bank.  It can take 3-5 business days for the funds to be fully available.

Note: In all cases the card holder must be present upon the collection of the vehicle, be included on and sign the Rental Agreement.  An additional driver/hirer fee will be charged. A Visa or MasterCard Credit/Debit Card or American Express Card will also be required for security purposes.

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 Loss Damage Waiver (LDW) is accepted and paid in full.
  • A pre-authorisation, equal to the vehicle excess must left as security with East Coast Car Rentals.
  • Cash can not be used for the pre-authorisation/bond.

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. The pre-authorisation/bond can not be done on an EFT POS card.

Q: Can I pay with a Debit Credit Card and the same Debit Credit Card as a security bond?

A: Yes.

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 $6.05 per day, capped at a maximum of $66 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. Vehicle manufacturers provide a maximum of three anchor points in all vehicles. Be sure to include with your online reservation.

Please note: For safety reasons, East Coast Car Rentals will not install your baby seat or booster seat. It is the responsibility of the renter to ensure that the seat is installed correctly. We will gladly assist you with the installation at the time of collecting your vehicle. East Coast Car Rentals will not be liable for any incorrect baby seat or booster seat installations.

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 allow up to 28 days for the funds to be released by your bank. Debit Cards and International issued Credit Cards may take longer. 

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. Please allow up to 28 days for the funds to be released by your bank. Debit Cards and International issued Credit Cards may take longer.

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.