Had an issue with

Avis

? Get a real response.

Avis Australia offers multiple ways to raise a complaint or billing dispute. Having your rental agreement number and supporting documents ready before you start will speed up every method below.

Before You Contact Avis

• Rental Agreement or Reservation Number — retrieve this from your confirmation email or invoice.
• Rental dates and charges — pull a copy of your invoice or credit card statement.
• Supporting evidence — fuel receipts with timestamps, photos of the vehicle at pickup, or any relevant correspondence.

Online Feedback and Billing Form (Fastest Route)

• Use Avis Australia's Billing & Customer Service Enquiry Form for post-rental charge disputes — this is the most direct channel.
• For general feedback, use the Comments and Feedback form.
• Select the relevant category: Customer Service & Billing, Reservation & Booking, Website & App, or Other.
• Include your contact details so the team can respond directly.

Phone Support

• Customer Service (complaints): 1800 141 000 — Monday–Friday 7:30 AM–7:00 PM AEST; Weekends 8:00 AM–5:00 PM AEST.
• Reservations: 136 333.
• Roadside Assistance (during a rental): 1800 063 973.
• Record the name of the representative you speak with and the time of the call.

Email

• General customer service: customer.service@avis.com.au.
• Keep a copy of every email you send.

Damage and Accident Claims

• Phone: (02) 8216 0249
• Email: abgclaimsausnz@vanameyde.com
• Fax: (02) 9274 3033
• Mail: Avis Australia Claims Department, GPO Box 3973, Sydney, NSW 2001
• Damage disputes are handled separately from general billing complaints — contact the Claims Department directly.

Online Customer Service Portal

• Submit and track issues via the Avis Customer Service Portal.

Written Correspondence

• Write to: Avis, Shop 2, 8 Franklin Street, Melbourne, VIC 3000.

Once you lodge an Avis car rental dispute, the resolution process depends on the complaint type. Billing and damage claims follow different tracks.

• Initial review: For billing disputes submitted with a valid rental agreement number, Avis's customer service team retrieves your file and begins reviewing the charges.
• Response timeframe: Expect an initial response within 7–14 business days for billing disputes. If Avis needs supporting documents (fuel receipts, photos, or correspondence), they will request these during the review.
• Refund processing: Approved refunds typically post back to your original payment card within 7–14 days after Avis processes the credit, subject to your card issuer's own timeline.
• Damage claims: Handled separately by the Avis Australia Claims Department (managed through Van Ameyde Australia). These are reviewed against the rental agreement, vehicle condition report, and photographic evidence. Resolution timelines are typically longer - follow up in writing to maintain a paper trail.
• Escalation to senior staff: There is no named case manager service for standard complaints, but you can request escalation to a senior team member at any point.
• Code compliance: As an AFIA member, Avis is bound by the AFIA Car Rental Code of Practice (updated December 2024 and effective 1 April 2025) which sets standards for transparent pricing, clear billing procedures, and fair end-of-rental processes.

Unexpected or Unexplained Charges

• Customers report charges appearing on their credit card after the rental period ends, with no accompanying explanation or itemised invoice.
• Common charge categories include insurance add-ons customers say they did not agree to, fuel charges, and administrative fees.
• Some customers only received an itemised breakdown after multiple follow-up emails.

Damage Claims for Pre-Existing or Disputed Damage

• Customers are charged for damage they did not cause, or damage they photographed at pickup as pre-existing.
• Damage photos provided by Avis are sometimes timestamped hours after vehicle return, raising questions about when the damage occurred.
• This is one of the most financially significant Avis damage claim dispute categories, with individual charges running into thousands of dollars.

Slow or Unresponsive Customer Service

• Customers report Avis Australia responds quickly when requesting payment, but becomes difficult to reach when a customer is seeking a refund or explanation.
• Multiple reviewers describe 4–8 week delays, with email exchanges stretching over months without resolution.
• Follow-up emails frequently go unanswered until the customer escalates formally.

Vehicle Unavailability and Forced Upgrades

• Customers arrive to collect their booked vehicle and are told it is unavailable, then charged for a higher-category vehicle they did not request.
• Some report being told a refund is not possible without presenting a physical booking card.

Deposit Holds Not Released

• Pre-authorisation holds on credit cards take longer than expected to be released after rental completion.
• Some customers report holds remaining on their account indefinitely without proactive follow-up resolving the issue.

Traffic Infringement Notices with Added Fees

• Avis forwards traffic infringement notices to customers, sometimes with administrative fees added, without providing a copy of the original infringement or a clear charge explanation.