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 a WoAG 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 WoAG 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, not yet activated 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 WoAG 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 WoAG 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. There are two options for tolls.
- Option 1 – Pay as you go – suitable for renters who are not using many tolls. Tolls are charged on a per-use basis along with a one-off administration fee of $10 excluding GST per rental or every 30 days. Hertz will calculate all tolls used and will charge back to the form of payment used after the hire is completed and up to 28 days after the rental is closed. If no tolls are used during a hire then no charges will be applied. This is usually the default position if Option 2 is not selected.
- Option 2 – Toll Day Pass – suitable where tolls are frequently used. The pass covers unlimited toll use for a 24hr period from the commencement of the rental and is charged each day for the duration of the rental. This is charged on the final invoice of the rental as a separate line item. The Toll Day Pass removes the need for reconciliation after the hire is completed. The cost varies between states and is subject to change.
Please note: Your entity may have selected the “Pay As You Go” as the default option. For additional information on your entity set up, please contact your entity travel manager or central travel team.
Q9. How are fuel charges calculated?
A9. There are two options for fuel:
- Option 1 – Fuel Pre-Purchase Option (FPO) - suitable if you know approximately how many kilometres you will travel. The renter “purchases” a discounted full tank of fuel already in the vehicle on pick up. There is no need to fill the tank upon return but there are no refunds for unused fuel. If you need to put more fuel in the vehicle during the hire, this is at your cost. The vehicle should be returned (to Hertz) close to empty.
- Option 2 – Fuel Card - suitable if you anticipate using more than one full tank of fuel during the rental period. The card can be used to refuel the vehicle during the hire. Upon return, fuel is charged based on kilometres driven (regardless of how many times the driver refuelled using the card). Note: even if the Fuel Card is not used during the trip, you will still be charged per kilometres driven.
Please note: Your entity may have selected the Fuel Card as the default option. For additional information on your entity set up, please contact your entity travel manager or central travel team.
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).
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 WoAG 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 6 of the Deed lists unauthorised areas and drivers should familiarise themselves with this Schedule. Contact WoAG Travel Team for more information.
Q14. What insurances does Hertz hold for bookings?
A14. All vehicles have comprehensive (1st and 3rd party) property insurance and 3rd party personal injury insurance (or compulsory 3rd party personal injury insurance provided as part of Vehicle registration.
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. The Commonwealth has negotiated an appropriate range of terms and conditions for its vehicle rental requirements. Participating and eligible Commonwealth entities can obtain further information, including terms, conditions and pricing by contacting Finance or accessing GovTEAMS.
In general terms, drivers are strongly encouraged to:
- Include Flight details in bookings if possible. If your flight is delayed, Hertz will retain your booking.
- Notify Hertz as soon as possible if circumstances have changed and a booking is no longer required or needs to be changed.
- With multi-day bookings, if a vehicle is not collected at the collection time advised in the booking, you should immediately contact Hertz on 1800 009 545 to confirm your requirements as the booking may be considered cancelled and the vehicle no longer be held for you.
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 60 to 119 minutes late, a fee will be applied equivalent to a half day rental rate. For returns later than 120 minutes, a full day rental rate will be charged.
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. 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 Deeds with Hertz as any person having a valid driving licence for the relevant class of vehicle and who is authorised by an entity to rent. Under duty of care, it is recommended that drivers under 21 years only rent 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 WoAG 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 WoAG 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 WoAG vehicle rental arrangement, they should report the details to the WoAG 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 WoAG arrangements.
