Vehicle Breakdowns & Accidents

If your car breaks down

Rental companies generally provide roadside assistance or a 24/7 roadside support helpline. They may be able to send someone to you or arrange a tow.

Contact the rental company straight away about any problem with the car, so it can log the issue. The roadside assistance number is in your paperwork or on your rental agreement. It may also be on the car keys.

If roadside assistance can't fix the car, the rental company may provide a replacement car, depending on the repair and your location.

If you have an accident in your rental car

Safety

• If you can, move the car to a safe place or to the side of the road to prevent further accidents.
• Turn on your hazard lights to warn other drivers.
• Check yourself and others for injuries.
• Call emergency services if anyone is hurt.

Call the police

Report the accident to the police, especially if anyone is injured or there is significant damage. A police report can help with insurance claims and legal matters.

Record the accident

• Note the time, date, location and weather.
• Collect names, licence details, contact details, vehicle registration numbers and insurance details from everyone involved.
• Take photos of the scene, every vehicle involved and any visible injuries.
• Get contact details from any witnesses.

Contact the rental company

• Report the accident to the rental company as soon as you can. It will tell you what to do next and what it needs from you.
• Give the rental company the details of the accident, including the police report number.

What you pay for damage depends on your excess and cover, and on whether the damage is excluded.

Wildlife

Animals can be on highways anywhere in Australia. Many are most active at night, and driving at dawn or dusk increases the risk of hitting one. If you see an animal by the road, slow down until you have passed it.

If you hit an animal and the car is damaged, tell the rental company. Read our wildlife guide for more.

Next steps

• Unexpected additional charges: charges for damage after your hire
• Issues, complaints and feedback: who to contact if a problem isn't resolved

Part of During Your Trip in the Car Hire Handbook.