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Alpha Car Hire’s Complaint Procedure

If you have a complaint about your rental agreement or your dealings with us, you should contact us to see if your complaint can be resolved simply and quickly.

You can provide us with details of your complaint in any of the following ways:

  • In person: by visiting the Alpha Car Hire branch where the vehicle was collected
  • By telephone: 1300 227 473
  • By email: [email protected]
  • By letter to:
    Customer Feedback
    Alpha Car Hire
    GPO Box 1185
    Brisbane, QLD 4001

When contacting us, please advise if you require an interpreter or have any special needs.

We will endeavour to investigate your complaint within five business days after the complaint is received.

If your complaint is not resolved within five business days after it is received then the complaint will be referred to the Regional Manager for review and determination by the Compliance Manager.

Complaints will be addressed within 15 business days from receipt by Alpha Car Hire.

Alpha Car Hire aims to settle all complaints fairly and promptly. Should your complaint could not be resolved in your favour, you will be provided with details of the basis upon which Alpha Car Hire came to its decision and your rights regarding the decision.

If your complaint has gone through the Alpha Car Hire complaint procedure and has not been resolved to your satisfaction you have the right to take your complaint to an External Dispute Resolution (EDR) Scheme.

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