Issues, Complaints and Feedback

Who to contact at each stage

• Before your trip: if you have a question or need help finishing your booking, contact the DriveNow team.
• During your hire: for any mechanical or electrical problem with the car, contact the rental company straight away so it can log the issue. The branch contact number is on your rental agreement and may also be on the car keys. If you have an accident, tell the rental company straight away. See vehicle breakdowns and accidents.
• When you return the car: if there is anything you want to discuss, including any charges you're unsure about, talk to the branch team.

Making a complaint after your hire

1. Talk to the branch. Raise the problem with the branch team first, ideally when you return the car.
2. Put it in writing to the rental company. If the branch can't resolve it, the rental company may ask you to send your concerns in writing to its customer care team for review. For a charge made after your hire, use the contact details on the invoice. See unexpected additional charges.
3. Ask DriveNow for a further review. If you are not happy with the outcome, email customercare@drivenow.com.au. We will contact the rental company and ask it to review the matter again.

Waiting for your bond

If you are waiting for your security bond to be released, see security bond for how release works and how long it can take.

Providing feedback

We welcome your feedback. Your experience helps us improve DriveNow for other customers. If you notice information on our website that needs updating or isn't working properly, please let our team know.

Next steps

• Late and early returns: what to expect if your return time changes

Part of Returning Your Car in the Car Hire Handbook.