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Hertz

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Hertz Australia is one of the country's most established car rental providers, operating across major airports, city centres, and regional locations nationwide. As part of the global Hertz Corporation, it offers a wide vehicle range, from economy cars to SUVs and wheelchair-accessible options. Support is available across multiple channels, though reaching the right team for billing or deposit issues requires knowing which number to call.

Key support channels and facts:

• Main customer service line: 133 039 — Monday to Friday 8:00 AM–8:00 PM, Saturday and Sunday 8:00 AM–5:00 PM
• Roadside assistance: 1800 996 010 — available 24/7, 365 days a year
• Email: info@hertz.com.au — general enquiries, response target approximately 24 hours for routine matters
• Live chat: Available via hertz.com.au during business hours
• Customer satisfaction: Hertz Australia holds a "Poor" rating of approximately 2.1/5 on Trustpilot and similar scores on ProductReview.com.au — with damage charge disputes and delayed bond releases cited most often

Disputed Damage Charges

• The most frequently reported complaint: customers are billed for damage they dispute caused or that was pre-existing at the time of pickup.
• The ACCC previously investigated Hertz Australia over this practice (2013–2015), resulting in a formal undertaking to refund affected customers and improve damage assessment processes.
• Customers who photograph the vehicle thoroughly at pickup, including existing scratches and panel condition, have a stronger basis for disputing charges.

Delayed Security Deposit (Bond) Release

• Many customers report that their bond hold remains active several days after returning the vehicle, even when no damage is noted on the return report.
• Follow-up by phone often routes to voicemail; email response time is stated as up to 5 business days.
• Reviewers recommend contacting your bank directly to expedite a hold release if Hertz has not acted within 3 business days of return.

Undisclosed Fees and Charges

• Renters have discovered charges after pickup (including daily administration fees, toll administration fees, and location surcharges) that were not clearly disclosed at the time of booking.
• Customers are advised to request written confirmation of all applicable charges before accepting the vehicle.

Toll Road Administration Fees

• Hertz applies a per-rental administration fee to any tolls incurred, which can significantly exceed the toll amount itself.
• The fee structure is not always clearly communicated at the point of booking - review toll terms before departure.

Difficulty Reaching Customer Service

• Multiple reviewers report calls to the main line (133 039) going to voicemail, with callers directed to email.
• Complex complaints can take up to 5 business days to receive a written response (inadequate for urgent billing or deposit issues).
• For escalated complaints, use the dedicated complaints line: 1800 550 078.

Long Wait Times at Counter

• Extended wait times at pickup and return are noted across airport and CBD locations, particularly during peak travel periods.
• Customers using online check-in and pre-completing paperwork report faster counter experiences.

Cancellation Fee Disputes

• Some customers have received cancellation or no-show charges that exceeded the original rental cost, often arising from booking modification errors or missed communication.
• Review the cancellation policy carefully before modifying or cancelling a prepaid reservation.

Phone — Main Customer Service

• Number: 133 039
• Hours: Monday to Friday 8:00 AM–8:00 PM; Saturday and Sunday 8:00 AM–5:00 PM
• Closed Christmas Day and Easter Sunday
• Best for: general enquiries, reservations, billing questions

Phone — Dedicated Complaints Line

• Number: 1800 550 078
• Hours: Monday to Friday 6:00 AM–7:00 PM
• Use for escalated or unresolved complaints; request a complaint reference number for follow-up

Phone — Roadside Assistance (24/7)

• Number: 1800 996 010
• Available 24 hours a day, 365 days a year, nationwide
• Operated in partnership with Assist Australia and the Automobile Clubs of Australia
• Covers mechanical breakdown — does not cover collision damage

Phone — Claim Management

• Number: 1800 550 028
• For existing damage claims and related disputes
• Have your rental agreement number ready before calling

Phone — Business and Fleet Customers

• Number: 1800 500 409
• For fleet management and corporate account enquiries

Phone — Gold Plus Rewards

• Number: 1800 500 023
• For loyalty program account queries and points issues

Email

• Address: info@hertz.com.au
• Routine enquiries: response target approximately 24 hours
• Complex complaints may take up to 5 business days
• Always include your rental agreement number and return date for faster handling

Online Customer Support Form

• Submit written enquiries or complaints directly via the Hertz Australia Customer Support Form
• Useful for creating a documented paper trail for billing disputes

Live Chat

• Available via hertz.com.au during business hours
• Covers billing questions, reservation tracking, general support, and sales enquiries

Modify or Cancel a Reservation Online

• Log in to "Modify/Cancel Reservation" on hertz.com.au to change or cancel a booking without calling
• Changes to drop-off location, pick-up date/time, and vehicle group are available (up to two changes per reservation at no administration charge)

Head Office — Written Correspondence

• Address: Hertz Australia Pty Ltd, 636 St Kilda Road, Melbourne VIC 3000

Social Media

• Facebook: HertzAustralia
• Twitter/X: @hertzaucar
• Instagram: @hertzaustralia

Cancellations

• Full refund applies if you cancel at least 2 days before your scheduled pick-up (by midnight, 2 days prior).
• Cancellations after the 2-day deadline incur a partial administration charge on a sliding scale.
• No-shows (failure to cancel and collect the vehicle) may attract a lost rental charge.
• Cancel online via the Modify/Cancel Reservation tool or by calling 133 039.

Refunds

• Refunds for prepaid cancellations are processed to the original payment card.
• Disputed damage charge refunds are handled through the claims team. Call 1800 550 028 or submit the Customer Support Form.
• Hertz Australia aims to resolve complaints within 15 business days; unresolved cases can be escalated to state consumer protection agencies.

Damage Liability and Protection

• A standard Accident Damage Excess (ADE) applies to all rentals.
• Optional protection covers: SuperCover / Maximum Protection (reduces ADE to zero), Accident Excess Reduction (reduces to a lower amount), Glass & Tyres Cover (standalone windscreen and tyre damage).
• Third-party excess reduction insurance is also available (e.g., via Prosura).

See Hertz Terms & Conditions and the Full Rental Terms PDF for full excess details.

Fuel Policy

• Vehicles are supplied full and must be returned full — refuelling charges plus a service fee apply if not returned full.
• Fuel Pre-Purchase Option: Purchase a full tank upfront at a discounted rate; unused fuel is not refunded, but no return fill-up required.

Toll Policy

• Toll Day Pass: Flat daily fee covering all tolls in a given state - rates vary by state (ACT $12.32 / NSW $19.09 / QLD $13.48 / SA $12.32 / VIC $17.33 per day).
• Pay As You Go: Tolls charged per use plus a one-off $10 (ex. GST) administration fee per rental (or per 30 days).
• Customers are advised to review toll terms at pickup. The administration fee applies even for low-value tolls.

Complaints and Escalation

• Hertz Australia targets complaint resolution within 15 business days.
• If unresolved, escalate to your state consumer protection agency: NSW Fair Trading, Consumer Affairs Victoria, Queensland Office of Fair Trading, or the ACCC at a national level.