Frequently Asked Questions
Check Alpha Car Hire Terms & Conditions
Roadside Assistance and Damage
What should I do if I'm involved in a collision or my rental car is damaged?
If you are involved in a collision or our vehicle sustains any damage, your absolute first priority is ensuring everyone is completely safe. To make sure everything is handled correctly and your coverage remains fully intact, please follow these crucial steps immediately:
- Call emergency services on 000 if anyone is injured or the situation is dangerous.
- Do not admit fault or liability to any other party as this can breach our rental agreement.
- Collect the names, contact numbers, addresses, driver’s licence numbers, vehicle registration numbers and insurance details of everyone involved.
- Take clear photographs of the accident scene, any relevant surroundings and the damage to all vehicles.
- Notify the police and obtain a report number if another vehicle is involved or if there are injuries, theft or property damage.
- Report the incident to our team within 48 hours by calling 1300 227 473 and promptly complete an Accident Report Form to assist with any potential claims.
What does the standard 24-hour Roadside Assistance cover?
All of our vehicles come with complimentary 24-hour roadside assistance to ensure you are never left stranded by unexpected mechanical faults during your trip. This means you can confidently hit the road knowing our dedicated support team is just a phone call away at any time if the car experiences a breakdown. Please keep in mind that while mechanical issues are fully covered, this standard service does not include non-mechanical faults caused by user error or negligence.
If you happen to require a call-out for easily avoidable situations like locked-in keys, flat tyres or a drained battery, a standard fee of $180 will be charged per incident.
What non-mechanical issues are NOT covered by standard roadside assistance?
While our complimentary roadside assistance covers unexpected mechanical breakdowns, it unfortunately does not include non-mechanical issues caused by user error or negligence. If you require assistance for easily avoidable situations like running out of fuel or getting a flat tyre from a puncture, a standard $180 call-out fee will be charged per incident.
For issues like misplacing your keys, accidentally locking them inside the vehicle or draining the battery by leaving the lights on, please ensure you call your pick-up branch directly so we can quickly assist you. We always recommend double-checking these simple things before stepping away from our vehicle to ensure your road trip remains completely hassle-free.
Can I get coverage for non-mechanical roadside assistance call-out fees?
You can easily avoid unexpected charges for non-mechanical call-outs by adding our optional Roadside Assistance Package to our rental agreement. For just an additional $5.50 per day, this handy package completely waives the standard $180 call-out fee for easily avoidable incidents like lost keys, locked-in keys or a flat battery.
This extra layer of protection offers fantastic peace of mind so you can focus entirely on enjoying the journey ahead. You can seamlessly add this valuable package during the online booking process or simply request it at the counter when you arrive to collect the keys to our vehicle.
What is the damage liability excess, and how does it apply?
The damage liability excess—often simply referred to as the excess or security deposit—is the maximum out-of-pocket amount you are liable for if any damage occurs to our vehicle during your trip. This specific amount is clearly outlined in our rental agreement and will be charged to you if an incident happens regardless of who is at fault. If you have your own external travel insurance, you can easily submit this final charge to them for a partial or full reimbursement.
However, you can always choose to significantly reduce or even eliminate this excess entirely by adding one of our optional protection packages before you hit the road.
What happens if I cause damage but don't have protection?
If you happen to cause damage to our vehicle and have not opted for any of our protection packages, you will be fully liable for the damage liability excess amount clearly outlined in our rental agreement. To help cover the necessary costs of processing the claim, an additional administration fee will also be applied to your final total. It is incredibly important to understand this financial liability before hitting the road so you can easily avoid any unexpected out-of-pocket expenses during your trip.
For a complete breakdown of exactly what you are responsible for, please take a quick moment to review the full Terms and Conditions.
Does Roadside Assistance cover me if I run out of fuel?
Unfortunately, our standard roadside assistance for mechanical faults does not cover running out of fuel since this is strictly considered a non-mechanical driver error. If you happen to need a hand because the tank completely runs dry, a standard $180 call-out fee will apply to get you moving again. You can easily avoid these unexpected out-of-pocket expenses by simply adding our optional Roadside Assistance Package to perfectly waive the fees for these types of incidents. We always recommend keeping a close eye on the fuel gauge to ensure you enjoy a completely smooth and uninterrupted road trip in our vehicle.