When Things Go Wrong

What to do first

1. If anyone is injured, call 000.
2. Get to a safe place. Pull over only where it's safe to do so, and turn on your hazard lights.
3. Call your rental company's on-road assistance team. The number is on the rental agreement you received at pick-up, and often on the key tag too. They can troubleshoot over the phone, arrange help or direct you to a local repairer.
4. After an accident, report it to the rental company within 24 hours. Our accident guide lists the details to record.

If you can't reach the rental company, contact DriveNow and we can help you get in touch with the right team.

Find the right guide

• You've had an accident: Accidents
• The vehicle has broken down or isn't driving properly: Vehicle breakdown
• Something inside the van has stopped working, such as the power, water pump, toilet or stove: Utility failures
• You've hit an animal: If you hit an animal
• You're running low on fuel: Running out of fuel
• Floods, bushfires or road closures: Check road conditions

When on the road – what to do

If you're concerned about your campervan's performance or handling, contact the rental company straight away so they can log it. They know their vehicles and can advise you.

For any electrical fault, call the rental company. They can talk you through the fix, offer a solution to get you back on the road, or suggest where to take the vehicle for assessment.

If a feature isn't working or you can't switch it on, call them too. Don't keep it to yourself. Travellers sometimes go without a feature for their whole holiday, only to learn at drop-off that it was a simple fix. The rental company's support team can help with things like emptying the toilet cassette, the fridge temperature or a window leak.

Do I need to change a flat tyre?

No. If you have a flat tyre, call the on-road team and they'll arrange assistance to come to you.

What do I do if I am involved in an accident?

If anyone is injured, call 000. Then report the accident to the rental company. You must do this within 24 hours of the accident. The roadside assistance number is given to you at pick-up and is usually on the vehicle keys.

The required steps are listed in the rental agreement you signed at pick-up. Our accident guide summarises the details to record, such as the time and place, the other parties' details and photos of the damage.

Run out of fuel

Plan your journey so you don't run out of fuel. Travel apps can find petrol stations for you. At collection, the branch staff will tell you which fuel your vehicle uses, and there's usually a sticker on the fuel inlet.

Roadside assistance usually doesn't cover running out of fuel. Some rental companies offer extra roadside assistance that covers lock-outs, jump starts, a flat tyre change using the spare, and up to 20 litres of fuel delivery. Check with DriveNow if you want to add this option, or ask the rental company at pick-up. Our petrol guide has more on fuel types and remote areas.

Weather

Weather can affect your trip. You may need to change your itinerary if floods or bushfires have damaged or closed roads in the region. Road restrictions explains seasonal restrictions and where to check current road conditions.

Accidents involving wildlife

If you hit an animal, pull over to check on it only when it's safe to do so. If needed, contact a wildlife rescue group or the RSPCA. If the vehicle is damaged, call the rental company's on-road team straight away.

Many animals are most active at dawn and dusk, so some rental companies restrict driving at these times and at night outside towns. Check your rental agreement and plan your travel accordingly. Our wildlife guide lists rescue contacts for each state and territory.

Common issues

These are the problems campervan travellers most often run into, and how to reduce the risk.

Engine issues

Long days of driving in the Australian summer can lead to both minor and major engine problems. Rental companies service their vehicles regularly to reduce the risk.

Battery

Campervans use a lot of power, so battery problems can happen during a hire and can affect other systems. Our power management guide explains how to keep the house battery charged.

Parking

Parking an unfamiliar, taller vehicle can be nerve-racking. Remember the height of your campervan or motorhome, and don't drive into undercover parking areas at shopping centres. When parking at a campground, have a passenger outside the vehicle to guide you into the space and watch for overhanging branches or obstacles on the ground.

Windscreen

With plenty of time on highways and country roads, your windscreen may get chips and cracks. Whether windscreen damage is covered depends on your liability option and the rental company's terms. It's a common exclusion, so check when you are fully responsible before you travel.

Flat tyre

Flat tyres can happen even on sealed roads, but are more likely on rough or uneven surfaces on the way to your campsite. Drive slowly through parks and look out for anything that could damage your tyres.

Air conditioning

Air-conditioning problems can be caused by, or lead to, problems with the vehicle's batteries or the power connection. Check that you're firmly plugged in at a powered site.

Awnings

Attached awnings are rare on rental vehicles because they're among the parts most often damaged. High winds, falling branches and forgetting to pack up the awning before driving are the main causes.

Does vehicle age matter?

Rental campervans cover far more kilometres than privately owned vans, and older vehicles have a higher risk of utility failures. If reliability matters to you, check the vehicle age when you choose. Our guide to features to consider when choosing a campervan explains how to compare it.

Next steps

• Accidents: who to contact and what to record
• Vehicle breakdown: getting on-road help
• Utility failures: power, water and toilet problems
• Insurance and excess reduction: what your liability option covers

Part of During Your Trip in the Campervan Hire Handbook.