Issues, Complaints and Feedback
Pre Travel – Web Site Issue
If you have any questions or need assistance will finalising your reservation, do not hesitate to contact the team at DriveNow.
If you come across any information online which requires updating or not functioning in the correct way, we are always appreciative of your feedback and our team will be quick to update it.
On Road – Once you collect the vehicle
If you have any concerns with your rental mechanically or electrically, it is important to contact your rental car provider straight away so they can report and log the matter. Their branch contact number will be on your rental agreement paperwork and may also be on your car keys.
If you are involved in an accident during your rental, it is important to contact the rental car provider straight away to let them know.
Once you complete your rental and return if back to the branch, if you have any matters to discuss, speak to the team at the branch. If you are unsure about any of the charges, you are welcome to have the conversation with the team at the branch.
Post Travel
Any complaint matters which can’t be resolved at the branch, your rental car provider may ask for you to put your concerns in writing for their customer care team to review.
The standard procedure when returning the security bond, once the vehicle has been returned without damage, the team at the branch release or refund your bond amount upon your return after inspecting their vehicle. If you are waiting on your security bond amount to be released by your rental car provider, contact you bank to let them know you are waiting on a bond amount to be released.
When your bond amount was only a hold and frozen, as it is not a physical charge to the card, the frozen hold amount will simply drop off your statement and no physical refund is needed.
Finding a suitable outcome
If the outcome of the matter is not to your liking, you are welcome to email DriveNow at customercare@drivenow.com.au and we will make contact with your rental car provider and request a further review.
Providing Feedback
We welcome and greatly appreciate your feedback. Your first hand experience and insights help us improve and provide a better experience to our customers.