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?
In the unfortunate event of a collision or any damage to your Alpha Car Hire vehicle, it’s vital to follow these steps immediately:
Ensure Safety: Prioritise the safety of all individuals involved. If anyone is injured or if the situation is dangerous, call emergency services on 000 (Australia-wide) immediately.
Do Not Admit Liability: It’s very important that you do not admit fault or liability to any other party involved. Admitting liability can be a breach of your rental agreement terms and may affect your insurance coverage.
Record Details: Collect comprehensive details from all parties involved, including names, contact numbers, addresses, driver’s licence numbers, vehicle registration numbers, and insurance company information. If there are any witnesses, gather their contact details too.
Take Photos: Take clear, comprehensive photographs of the accident scene, the damage to all vehicles involved, and any relevant surroundings.
Notify Police: If another vehicle is involved, or if there are injuries, theft, or property damage, you must notify the police and obtain a police report number if possible.
Report to Alpha Car Hire: You must report the accident or damage to Alpha Car Hire within 48 hours of the incident. Call us directly on 1300 227 473. You’ll also be required to complete an Alpha Car Hire Accident Report Form.
Following these steps promptly helps ensure your compliance with the rental agreement and assists with any potential claims process.
What does the standard 24-hour Roadside Assistance cover?
All Alpha Car Hire vehicles come with 24-hour roadside assistance provided for mechanical faults. This means if your vehicle experiences a breakdown due to a mechanical issue, you can call for assistance at any time, and the service will be covered. This ensures you’re not left stranded due to unforeseen vehicle malfunctions.
What non-mechanical issues are NOT covered by standard roadside assistance?
While mechanical breakdowns are covered, standard roadside assistance does not cover non-mechanical issues caused by user error or negligence. If assistance is required for these reasons, a call-out fee of $180 will be charged per incident. These non-mechanical issues typically include:
Lost Keys: If you misplace your car keys.
Locked-in Keys: If your keys are accidentally locked inside the vehicle.
Flat Battery (User Error): If the battery runs flat due to lights being left on, doors left ajar, or other similar user-induced reasons.
Flat Tyre: While the vehicle comes with a spare, the cost and effort of changing a flat tyre due to a puncture (not a mechanical fault) would incur a fee if roadside assistance is called.
Running Out of Fuel: If the vehicle runs out of fuel.
Can I get coverage for non-mechanical roadside assistance call-out fees?
Yes, you can avoid charges for non-mechanical roadside assistance call-outs by purchasing our optional Roadside Assistance Package. For an additional $5.50 per day, this package waives the $180 call-out fee for incidents like lost keys, locked-in keys, or flat batteries due to user error. This extra layer of protection offers peace of mind throughout your rental period. You can add this package when you book your vehicle or at the counter upon collection.
What is the damage liability excess, and how does it apply?
The damage liability excess (often simply called ‘excess’ or ‘bond’) is the maximum amount you are liable for in the event of damage to the rental vehicle, regardless of who is at fault, unless you’ve purchased an excess reduction option. This amount is specified in your rental agreement. If damage occurs, this amount will be charged to you, and it may be partially or fully reimbursed by your external travel insurance if you have chosen that option. You can reduce this excess by purchasing one of Alpha Car Hire’s protection packages.
What happens if I cause damage but don't have protection?
If you cause damage to the Alpha Car Hire vehicle and have not opted for any of our protection packages or chosen to reduce your excess, you will be liable for the full damage liability excess amount as stated in your rental agreement. An additional administration fee may also apply for processing the claim. It’s crucial to understand your liability to avoid unexpected costs.
Does Roadside Assistance cover me if I run out of fuel?
No, standard roadside assistance for mechanical faults does not cover running out of fuel. This is considered a non-mechanical issue or driver error. If you require assistance because you’ve run out of fuel, a call-out fee (currently $180) will apply, unless you have purchased the optional Roadside Assistance Package to waive such fees.