Had an issue with

Hertz

? Get a real response.

Before you contact Hertz, gather your rental agreement number, receipts, photos of the vehicle at pick-up and return, and a record of dates, times, and any staff interactions. Strong documentation is the single biggest factor in faster resolution.

Step 1: Use the Online Complaint Form

Hertz Australia's primary channel for Hertz car rental complaints is its online Customer Support Form.

• Submit via the Hertz Customer Support Form
• Or select your contact type first via the Hertz Contact Us page
• Include your Rental Agreement or Reservation number in the submission

Step 2: Email Customer Care Directly

For billing disputes, Hertz damage charge disputes, toll road fees, and post-rental matters, email is the most traceable channel.

• Email: customercareau@hertz.com
• Attach your rental agreement number and all relevant documentation (photos, video, receipts)
• For toll disputes specifically: include your eTAG statement showing the device was in the vehicle at the time

Step 3: Call Hertz Australia Customer Service

• Phone: +61 3 9698 2555
• Hours: Monday–Friday 8:00am–8:00pm; Saturday–Sunday 8:00am–5:00pm
• Note: some customers report the line directing to voicemail. Follow up with email if you cannot reach a person

Step 4: Contact via Social Media

Social channels can prompt faster acknowledgement for straightforward queries.

• Facebook: Hertz Australia
• Twitter/X: @hertzaucar
• Instagram: @hertzaustralia

Hertz Australia commits to resolving all complaints and disputes within 15 business days.

Key process stages to know:

• Acknowledgement: Hertz aims to acknowledge complaints submitted via the online form or email within their 15 business day window
• Damage and billing review: Where a dispute involves a damage charge or bond, Hertz is required to conduct a damage assessment review before billing, a commitment reinforced by a prior ACCC undertaking
• Code of Practice accountability: Hertz operates under the AFIA Australian Car Rental Code of Practice (updated December 2024, effective April 2025), which sets minimum standards for customer service outcomes, transparent pricing, and fair end-of-rental processes
• If 15 days pass without resolution: Request formal escalation in writing, referencing the 15 business day commitment in their Terms and Conditions, and consider the external escalation options detailed below

Hertz Australia complaints cluster around a consistent set of issues.

Unexpected or Disputed Damage Charges

This is the most common complaint by volume. Hertz's rollout of AI-powered vehicle scanners has intensified this issue in 2025.

• Customers report being charged for damage they did not cause or that was pre-existing
• Automated AI scanner charges are being raised with no clear human review step before billing
• Hertz Australia was subject to a prior ACCC enforcement action for exactly this conduct.

Bond and Security Deposit Delays

A recurring source of Hertz Australia complaints, particularly after rentals are returned in clean condition.

• Customers report bond holds remaining on credit cards for 10–15 business days post-return
• Delays often come with no proactive communication from Hertz until the customer follows up
• Having a written return condition report at handover significantly speeds up resolution

Toll Administration Fee Disputes

Hertz charges a toll administration fee on top of the actual toll amount.

• Customers report feeling the fee is disproportionate to the underlying toll cost
• Some customers with their own eTAG in the vehicle have been incorrectly charged the fee regardless
• Hertz's Toll FAQ explains the administration fee structure

Poor Customer Service Responsiveness

• The main customer care number is reported to direct to voicemail during busy periods
• Email responses can take 5–10 business days
• Franchisee locations are generally noted as more responsive than central customer care

Hidden or Undisclosed Fees

• Customers report charges not clearly disclosed at the time of booking, including daily deductions from bond amounts, young driver surcharges, and airport surcharges absent from quoted prices
• The AFIA Code of Practice (effective April 2025) imposes stronger obligations on transparent pricing disclosure

Billing and Mileage Errors

• At least one documented case involved a customer billed for approximately 3,300km when only around 900km were driven, due to an apparent mileage recording error
• Always review your final invoice against your odometer readings before leaving the rental location