Had an issue with East Coast Car Rentals? Get a real response.
How to submit a complaint with East Coast Car Rentals
To make an East Coast Car Rentals complaint, start with the branch you rented from, then escalate to the central Customer Service & Complaints team if it isn't resolved. East Coast Car Rentals is an AFIA Rental Group member bound by the National Car Rental Code of Practice, which commits it to a fair, timely complaints process. Put your complaint in writing so you have a paper trail.
Step 1 — Start with the local branch
- Most issues — a billing query, vehicle condition concern, or booking mix-up — can be sorted on the spot or with quick investigation by the branch you rented from.
- If you're still at the location, speak to the team there. If you've left, call the branch directly using the number on your rental agreement.
Step 2 — Escalate to Customer Service & Complaints
- Email: cs@eccr.com.au
- Phone (Australia, free call): 1800 028 881 — the East Coast Car Rentals contact number for complaints.
- Phone (International): +61 (0)7 5555 8900
- Customer service hours (QLD time): Mon–Fri 6:00am–9:00pm; Sat–Sun 6:00am–5:00pm
Step 3 — Lodge it in writing online
- Contact Us form: eastcoastcarrentals.com.au/contact-us
- General Enquiries: general enquiries form
- Help & Support: help and support page
Step 4 — Post a formal written complaint
- Mail to: P.O. Box 2560, Southport BC, QLD 4215.
- Use this for formal written complaints where a documented record matters.
Tip: Always include your booking reference, rental dates, pick-up location, and clear evidence — timestamped photos of vehicle condition, fuel receipts, and copies of any charges. For a quick refund query, see how East Coast Car Rentals handles refunds.
Under the AFIA National Car Rental Code of Practice, East Coast Car Rentals commits to handling complaints fairly and within set timeframes. Most everyday issues are resolved quickly, but damage assessments and third-party insurer claims can take longer.
- Acknowledgement: within 3 working days of receiving your complaint.
- Resolution: most complaints resolved within 7 working days; damage or insurer-related claims can take longer.
- Who handles it: branch staff resolve first-level issues; the central Customer Service & Complaints team manages escalated matters; a dedicated Claims Team reviews damage and excess disputes (and can reassess charges as fair wear and tear).
- Communication: primarily email and phone — keep everything in writing in case the matter is escalated.
Real reviews show most complaints close within the stated timeframes, but complex refund and claims matters can stall without persistent written follow-up.
Common complaints against East Coast Car Rentals
Drawing on Trustpilot, ProductReview.com.au, Tripadvisor, and consumer forums, these themes recur most often. Ratings remain largely positive overall — ProductReview.com.au sits around 4.7/5 (approx. 8,600 reviews) and eKomi at 4.8/5 (5,316 reviews) — with negative reviews clustering around the issues below.
Aggressive insurance and excess upselling
- Staff strongly pushing additional damage cover at pick-up.
- High excess figures (e.g. $5,500) used as pressure to buy extra cover.
- Customers feeling uncomfortable when declining the upsell.
Damage charges and excess disputes
- Being billed for pre-existing scratches or damage.
- Charges applied without clear evidence the renter caused the damage.
- Disputes over what counts as fair wear and tear — a common East Coast Car Rentals excess/insurance dispute.
Refund, bond and deposit delays
- Extended waits to recover security deposits or accident-related refunds.
- Some customers report waits of many months — a recurring East Coast Car Rentals deposit refund delay.
Cancellation fees
- High cancellation and no-show fees.
- Fees charged even where the cause (e.g. a cancelled flight) was outside the customer's control — a frequent East Coast Car Rentals cancellation fee complaint.
Vehicle condition and downgrades
- Receiving a smaller or different vehicle than booked due to overbooking.
- Cleanliness, air-conditioning, or safety-equipment issues, including dirty or incompatible child seats.
Communication gaps
- Formal complaints not acknowledged.
- Follow-up sometimes occurring only after a public review was posted.
East Coast Car Rentals complaints submitted through Ajust
How other consumers East Coast Car Rentals complaints got resolved
Damage charge disputed and refunded
A customer was billed for vehicle damage they disputed. After escalating to the Claims Team with supporting evidence, the damage was re-assessed as fair wear and tear and the charge was refunded in full.
Tip: Request a formal Claims Team re-assessment with evidence rather than accepting the first decision.
Charged for damage after drop-off
A customer was charged for damage they said occurred after returning the car. They had timestamped photos showing the car in good condition at drop-off but felt ignored, and recovered the money through a credit card chargeback.
Tip: Keep timestamped pick-up and drop-off photos and use a chargeback if internal resolution stalls.
Vehicle downgrade with delayed refund
A customer booked a Toyota but received a smaller MG3 due to overbooking. Staff confirmed the downgrade and promised a partial refund, but follow-up went unanswered for about a month until public reviews prompted a response.
Tip: Get any verbal refund promise confirmed in writing and follow up persistently.
Escalate internally to Customer Service & Complaints
- Email cs@eccr.com.au or call 1800 028 881 (AU) / +61 (0)7 5555 8900 (international).
- Mark your email "FORMAL COMPLAINT" and request a written response within the Code's timeframes (3 working days to acknowledge, ~7 to resolve).
Request a Claims Team re-assessment
- If your issue relates to damage or excess charges, formally ask the Claims Team to re-assess with your supporting evidence.
Escalate externally to the AFIA Conciliation Service
- Once East Coast's internal process is exhausted, lodge a free complaint with the independent AFIA Car Rental Conciliation Service (see below).
Use a credit card chargeback
- If you were charged unfairly and internal resolution stalls, dispute the transaction with your bank or card provider — effective in several documented cases.
Contact state Fair Trading
- For unresolved disputes involving unfair charges or misleading conduct, escalate to your state consumer protection regulator (see below).
You can also check East Coast Car Rentals' contact channels for the right team before escalating.
There is no dedicated car rental ombudsman in Australia, but several external avenues exist once East Coast's internal process is exhausted.
- AFIA Car Rental Conciliation Service (free industry conciliation): Lodge via the AFIA Car Rental Code page or email rentalcar@afia.asn.au. Eligibility: rental from an AFIA member, after 1 March 2018, internal dispute resolution exhausted. Excludes frivolous matters, court cases, overseas rentals, personal injury, and repair-cost disputes. AFIA aims to provide its review to both parties within 30 days.
- NSW Fair Trading: fairtrading.nsw.gov.au — 13 32 20.
- QLD Office of Fair Trading: qld.gov.au/law/fair-trading — 13 74 68.
- Consumer Affairs Victoria: consumer.vic.gov.au — 1300 55 81 81.
- ACCC: accc.gov.au — 1300 302 502. Accepts reports of systemic unfair or misleading conduct but does not resolve individual disputes; find your state regulator via the ACCC consumer help directory.
- Small Claims Tribunal: For unresolved monetary disputes (e.g. unfair damage charges), apply to your state's civil and administrative tribunal — NCAT (NSW), QCAT (QLD), or VCAT (VIC).
- Complaints email: cs@eccr.com.au — central Customer Service & Complaints team.
- Complaints phone: 1800 028 881 (AU) / +61 (0)7 5555 8900 (international).
- Postal address: P.O. Box 2560, Southport BC, QLD 4215 — for formal written complaints.
- AFIA Conciliation info (East Coast): East Coast's AFIA Conciliation Service page explains the external pathway.
- Modify a booking: Modify an existing booking to avoid cancellation fees.
- ProductReview profile: East Coast Car Rentals on ProductReview — read other customers' experiences.
- Trustpilot profile: East Coast Car Rentals on Trustpilot — additional reviews and ratings.
- Homepage: eastcoastcarrentals.com.au — main site and booking portal.
East Coast Car Rentals Complaints FAQs
How do I dispute a damage or excess charge with East Coast Car Rentals?
To dispute an East Coast Car Rentals damage or excess charge, formally ask the Claims Team to re-assess it using your supporting evidence. Email cs@eccr.com.au with timestamped pick-up and drop-off photos, your booking reference, and a clear note that you dispute the charge. Don't accept the first decision — re-assessments have led to charges being reclassified as fair wear and tear and refunded in full.
How long does East Coast Car Rentals take to respond to a complaint?
East Coast Car Rentals aims to acknowledge your complaint within 3 working days and resolve most matters within about 7 working days under the AFIA National Car Rental Code of Practice. Damage assessments and third-party insurer claims often take longer. If you hear nothing within these timeframes, follow up in writing and quote the Code's commitments to keep your complaint moving.
What can I do if my East Coast Car Rentals deposit or refund is delayed for weeks?
If your East Coast Car Rentals deposit or refund is delayed, get any verbal refund promise confirmed in writing and follow up persistently with the Customer Service & Complaints team at cs@eccr.com.au or 1800 028 881. Some customers report waits of many months. If internal resolution stalls, you can dispute the charge through a credit card chargeback or escalate externally to the AFIA Conciliation Service.
How do I escalate an East Coast Car Rentals complaint outside the company?
Once East Coast Car Rentals' internal process is exhausted, you can lodge a free complaint with the independent AFIA Car Rental Conciliation Service via rentalcar@afia.asn.au. You qualify if you rented from an AFIA member after 1 March 2018 and have completed internal dispute resolution. AFIA aims to give both parties its review within 30 days. State Fair Trading and small claims tribunals are further options.
You’ve done your part, now it’s time to hold East Coast Car Rentals accountable.
Take the final step and submit a complaint that gets seen and responded to.