Q1. Do I have to sign a rental agreement when I pick up a Hertz vehicle?
A1. Yes. At your first rental you will need to sign a rental agreement and show your current driver’s licence. Using the information provided during your first rental, Hertz establishes an Australian Government traveller profile and activates its streamlined vehicle pick-up service, Counter Express (see FAQ 2).
Q2. How does Hertz' Counter Express work?
A2. After your first rental you will receive Hertz’ Counter Express service.
At Brisbane, Sydney, Melbourne, and Adelaide Airports, your name will appear on the Hertz Gold Board, showing your vehicle location. The keys will be in the vehicle, and your rental agreement will be sent to your email and mobile number on file.
At all other Hertz locations, please visit the Gold Concierge Booth or Express Queue to collect your keys. Your rental agreement will once again be sent to your email and mobile number on file.
Q3. Why did I not receive Counter Express?
A3. The key reasons why Counter Express service may not have been provided, include:
- First time Australian Government renter;
- No Employee ID or equivalent was included in the reservation booking;
- The Employee ID or equivalent is used to identify travellers for the Hertz Counter Express service. If the Employee ID is not included in your reservations, discuss this with your entity travel manager.
- The renter name in the reservation booking is different to your previous rental. This includes cases where the Employee ID of the booker is used instead of the renter's Employee ID.
- The NAB card is either expired, or over the account limit; or
- The Driver’s Licence on file has expired.
At some locations (e.g. Canberra Airport) Hertz share a carpark with other car rental providers, which limits Counter Express due to vehicle security issues.
Q4. Do I have to inspect the vehicle before I collect it?
A4. Yes. It is strongly recommend that you check the vehicle before driving off. To support this, Hertz usually takes a series of pre rental photos to document the car’s condition, which can be viewed in My Journey Portal. https://myjourney.hertz.com.au/login .
This will avoid any disputes when the vehicle is returned. A post-rental inspection accompanied by a Hertz representative will occur on return. For damage claims phone Hertz on 1800 550 028.
Q5. Can I book international vehicle rental through Hertz?
A5. Yes, you can book international vehicle rental through Hertz however this is not mandated through the Australian Government arrangement.
Q6. Can I book a vehicle through Hertz’ Australian Government’s vehicle rental program for personal use?
A6. No. Personal use (e.g. leisure travel) is not permitted.
Q7. Can I rent a vehicle for a one-way trip only?
A7. Yes. Hertz can facilitate one-way vehicle rental requests. Some frequently used routes do not attract a One-way Rental fee (a list of these routes can be found in the Australian Government Vehicle Rental Services Deed). For other locations, fees vary depending on the pick-up and drop-off locations, whether Hertz has a location at the destination, duration of the rental and distance between the two locations. Entities should obtain a quote and assess the feasibility and value for money of the one-way rental prior to making a booking.
Q8. How are tolls managed?
A8. Hertz will provide a national toll management service for vehicle rentals, enabling use across all Australian toll roads. Toll charges will be reconciled to the relevant vehicle rental agreement and paid using the same payment method as the rental.
Participants will be charged the actual toll costs on a pass-through basis, plus the applicable toll management administration fee specified in Schedule 3 of the Deed. Participants will also have access to toll reporting data through an online portal or app.
Q9. How are fuel charges calculated?
A9. There are two options for fuel:
- Option 1 – Use the Fuel Card provided by Hertz, with the ability to fuel up at any location across Australia, subject to petrol station acceptance; or
- Option 2 – Return the vehicle without refuelling (i.e. empty or partially empty).
When a fuel card is declined by the Participant and the Vehicle is returned with less than a full tank of Fuel, Hertz may charge an additional amount for the litres required to fill the car's tank at a similar to, or lower than, the general public pricing for the Hertz Refuelling Service in accordance with the Deed.
When a fuel card is provided with the Vehicle the litres of fuel purchased (if any) during the rental period, the Government Fuel Charge will apply for the litres purchased.
Q10. What do I do if I lose the Fuel Card I was provided with?
A10. If a Fuel Card is lost or stolen, it must be reported immediately to the location where the vehicle and Fuel Card was collected. The location will then deactivate the Fuel Card to prevent any other party using it. Fuel Cards should be looked after like any credit card. A fee is applicable for lost cards.
Q11. Do I have to fill the vehicle up before I return it?
A11. No. Drivers are not required to fill the vehicle up prior to returning it to Hertz (including at airports).
Also see FAQ 9.
Q12. My entity needs 4WDs to be supplied with special safety or fit-for-purpose equipment. Can this be accommodated?
A12. Yes. Hertz has the capacity to provide a variety of specialised equipment with 4WDs. Entities with such requirements are encouraged to contact Hertz to discuss their ongoing requirements so that the necessary equipment is made available at the required rental locations. Speciality equipment must be requested and confirmed at the time of booking. Certain locations have vehicles fitted with equipment to meet mine specifications to enable these vehicles to be taken onto mine sites.
Q13. Can vehicles be taken off road?
A13. Under the Australian Government agreement, Hertz allow 4WD vehicles to be driven on unsealed roads, paddocks, fields, farm tracks and fire trails. It is imperative that a vehicle suitable for your needs is selected at the time of booking. If you are in any doubt about the capabilities of the vehicle you have selected, please discuss your driving requirements with the Hertz agent when collecting the vehicle.
Payment for any loss or damage to a vehicle when it is driven on beaches, sand dunes, rivers or creeks will be the responsibility of the relevant entity. Schedule 7 of the Deed lists unauthorised areas and drivers should familiarise themselves with this Schedule. Contact Australian Government Travel Team for more information.
Q14. What insurances does Hertz hold for bookings?
A14. For all matters relating to insurance coverage and damage liability, please refer to the Australian Government Vehicle Rental_Damage Liability Fact Sheet - 1 July 2026 published on the WoAG Vehicle Rental Services entity GovTEAMs SharePoint Community.
Please reach out to the Australian Government Travel Team (woagtravel@finance.gov.au) if you do not have access.
Q15. What happens if I need to drive a passenger vehicle on a dirt road due to road works? Will I be covered by Hertz’ insurance?
A15. Hertz understand that there will be times where passenger vehicles will be driven on unsealed roads that are outside of a driver’s control. To reduce the risk of damage to the vehicle, please operate the vehicle in a sensible manner obeying advisory messages from road-side signage and road workers (if any) and remain mindful of the conditions. In the unfortunate instance where damage does occur, Hertz will consider the circumstances on a case-by-case basis.
Q16. Is there a cancellation or no-show fee?
A16. For Vehicles classified as Commercial Vehicles in Schedule 3 of the Deed, Hertz will charge the Participant a fee that does not exceed one day’s Base Daily Rental Rate where:
- the Confirmed Booking is cancelled less than 48 hours before the collection time stated in the Booking; or
- The vehicle is not collected, and the booking has not been cancelled (no shows).
For vehicles classified as Passenger Cars and Commercial Vehicles in Schedule 3 of the Deed will be held for up to four hours after the scheduled collection time. If the booking is not amended (excluding cancellations) and the vehicle is not collected within this four-hour period (a no show), Hertz will charge a fee that does not exceed one day’s Base Daily Rental Rate.
To avoid cancellations and no-show fees, drivers are strongly encouraged to notify Hertz on 1800 009 545 as soon as possible if a booking is no longer required or needs to be amended.
Q17. What happens if I return the vehicle late?
A17. There is a 59-minute grace period for late returns (no fee incurred). If the vehicle is returned more than 59 minutes late, additional fees in accordance with Schedule 3 of the Deed will be applied.
Q18. What happens if I incur a traffic or parking infringement while driving a Hertz vehicle?
A18. Like all road users, Commonwealth officials driving a Hertz vehicle must obey the Australian Road Rules and relevant state and territory laws. If a vehicle is issued with a traffic or parking infringement during a rental period, the following process will occur:
- On receipt of the infringement notice Hertz will identify the registered driver of the vehicle (as nominated on the rental contract) at the date of the infringement.
- Hertz will advise the issuing authority of the driver’s details.
- The infringement will then be forwarded by the issuing authority to the registered driver for payment.
In the event that the registered driver was not driving the vehicle at the time of the infringement, the registered driver must complete and lodge with the issuing authority a statutory declaration stating the correct driver’s details. The infringement can then be reassigned.
Q19. Is roadside assistance available?
A19. Yes, roadside assistance is available 24-hours a day, 7 days a week. Drivers should identify themselves as an Australian Government driver when placing the roadside assistance call. The roadside assistance number will be visible in the vehicle (usually a sticker on the windscreen). Drivers will be required to quote their rental agreement number when requesting assistance. Please be aware that for some types of roadside assistance calls, a fee will be payable to Hertz.
Q20. What do I do if I have an accident?
A20. Procedures for reporting accidents and roadside assistance will be provided with each rental vehicle. You can contact the Hertz Customer Care Centre on 1800 009 545 and they will assist and re-direct where needed.
Q21. Is there a charge for additional drivers?
A21. Additional authorised drivers may drive the rental vehicle at no extra cost.
Q22. Can drivers under 25 years of age hire a vehicle with Hertz?
A22. Yes. An authorised driver is defined in the Deed with Hertz as any person having a valid driver’s licence recognised by the state or territory where the Vehicle is being driven, for the relevant class of Vehicle who is authorised by:
- a participant (‘’Driver’’); or
- a Driver,
to drive a Vehicle provided in accordance with the Deed.
Under duty of care, it is recommended that drivers under 21 years only rent passenger cars.
Q23. What if I can’t get a vehicle through Hertz?
A23. While Hertz has a large fleet and a comprehensive number of vehicle rental offices throughout Australia, there may be times where a vehicle is not available at a certain location or time, particularly when booking at short notice (less than five days’ notice). When using the CTM Online Booking Tool (OBT) to make a booking and a vehicle is not available on the dates you have requested, please consider possible alternative vehicle options available on the OBT. Alternatively, please contact the Hertz team directly, or CTM's offline team, to discuss your arrangements. Giving sufficient lead time prior to pick-up will assist the vehicle rental providers to source a vehicle. Where you are unable to rent a vehicle through Hertz, this should be reported to your entity's travel manager, who should notify Finance.
Q24. Am I required to use the Australian Government travel arrangements when renting a vehicle in Australia’s external territories?
A24. No. The requirement to use the vehicle rental arrangement for domestic services applies to the states and territories comprising the Australian mainland and Tasmania.
Q25. If I am unable to rent a vehicle from Hertz because they are not represented at the location I am hiring from, does that mean I will be non-compliant with the Commonwealth Procurement Rules?
A25. No. In country, rural and remote locations where Hertz has a rental office within reasonable proximity of the location where a vehicle is required, entities must use the Australian Government vehicle rental arrangement. Where a Hertz rental office is not within reasonable proximity, travellers may use an alternative vehicle rental provider that represents value for money. Where entities are unable to use the Australian Government vehicle rental arrangement, they should report the details to the Australian Government Travel team at Finance (woagtravel@finance.gov.au) so that it can be raised with the vehicle rental providers to address supply issues in those areas.
Q26. Can I collect loyalty points with my vehicle rental?
A26. No. Drivers will not be able to accrue any loyalty points (either for personal or business use) while renting a vehicle for official purposes under the Australian Government arrangements.
