A calm, step-by-step guide to handling the unexpected on your road trip.
A flat tyre, a mechanical issue, or a minor bingle—these things can happen. While all our hire cars are modern, reliable, and well-maintained, knowing what to do in an emergency is the key to staying safe and stress-free.
This guide explains the immediate steps to take if you have a breakdown (like a flat battery) or an accident (a collision with another vehicle).
Your First Priority: Safety
In any situation, your first move is to get yourself and the vehicle to safety.
- Move Off the Road: As soon as it is safe, move your car completely off the road and onto the shoulder or into an emergency bay.
- Turn on Hazard Lights: Make your vehicle as visible as possible.
- Get to a Safe Place: If you are on a busy motorway or highway, exit the vehicle from the passenger side (away from traffic) and stand well behind a guard rail or up on the embankment. Never wait in the car on a busy road.
- Check for Injuries: If there has been an accident, check yourself and all passengers. If anyone is injured, call Triple Zero (000) immediately for an ambulance or police.
Is it a Breakdown or an Accident?
The next steps are different depending on the situation.
Scenario A: You Have a Mechanical Breakdown
A breakdown is a mechanical fault with the car itself (e.g., a flat tyre, a dead battery, an engine warning light, or you’ve run out of fuel).
What to do: Once you are in a safe place, get in touch with our Roadside Assistance Service. Locate the 24/7 Roadside Assistance number provided in your rental agreement or on your key tag. Call this number immediately. Or call our concierge at 1300 227 473.
Our team will dispatch help for all mechanical failures. For non-mechanical issues (like locking keys in the car or running out of fuel), a call-out fee may apply. For full details, please review our Roadside Assistance and Damage guide.
Scenario B: You’ve Been in an Accident
An accident involves any collision with another vehicle, person, property, or animal.
What to do: The process here is different and more detailed. After ensuring everyone is safe (Step 1), your focus must be on gathering information for the police and insurance report.
We have a complete, step-by-step guide on this exact topic. Your best resource is to read: What to Do if You’re Involved in an Accident with Your Car Hire.
In short:
- Do Not Admit Fault
- Exchange Details (Name, Address, Rego, Insurer)
- Take Photos
- Call Us Immediately to Report the Incident
The Most Important Rule: Stay on Sealed Surfaces
When you hire a vehicle from us—whether it’s a small car for a trip from Sydney Airport or a family SUV for a Gold Coast holiday—you must stay on sealed (paved) roads.
- Why it matters: Our standard Roadside Assistance and Liability Reduction do not cover you for incidents that happen on unsealed, off-road, or 4WD-only tracks.
- A breakdown or accident in one of these areas can be incredibly costly and is a breach of your rental agreement.
We’re Here to Help
Driving in a new place, like from Melbourne Airport to the city, can sometimes feel overwhelming. But you’re never alone. Our Car Hire Concierge is always on the phone to help you. By following these simple steps, you can handle any unexpected situation calmly and safely.
