Ask anyone in the car rental industry and they’ll tell you: the hardest part of the job is informing a customer that we need to charge them for damage to their hire car.
The look on someone’s face when they’re told about an unexpected bill ranges from angry and defensive to embarrassed or apologetic. Some swear the damage was already there, others insist it wasn’t them. And here’s the truth — sometimes they’re right.
The problem is, unless the damage is properly recorded at the start of the rental, there’s no way to prove it. That’s where disputes arise and frustrations boil over.
At Redspot, we don’t want our customers to experience that “ugly” side of car hire. Which is why we’ve introduced clear, transparent, and fair processes — backed by the AFIA Car Rental Code of Practice, of which we are proud members.
Here’s how to protect yourself (and how we protect you) so your rental experience stays hassle-free.
1. Paperwork + Digital Photos: Double the Protection
In the past, the most important thing you’d receive was the rental paperwork — your record of every scratch, dent, or chip already on the car. That’s still true, but we’ve gone a step further.
👉 Redspot now uses digital photo technology to record the condition of every vehicle before you drive away.
Here’s how it works:
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We take a complete set of time-stamped digital photos at pickup.
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These photos are emailed directly to you as part of your rental record.
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If you notice any damage not captured in our images (say, because it was raining or dim light at pickup), you can easily upload your own additional photos within 60 minutes.
This creates a shared, tamper-proof record of the car’s condition — protecting you from disputes later and giving you peace of mind that what’s fair is fair.
This process directly aligns with the AFIA Car Rental Code, which requires members to use clear inspection procedures, record pre-existing damage accurately, and give customers the opportunity to confirm or add to those records.
Bottom line: if it’s not in the photos, it’s not on you.
2. Understand Your Damage Liability
Every rental agreement includes a maximum amount you’re responsible for if the car is damaged — known as your damage liability (sometimes called CDW, Collision Damage Waiver).
For example:
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If your liability is $3,300 and the car is badly damaged, the most you’ll ever pay is $3,300.
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A smaller issue (like a punctured tyre) will only cost the actual repair amount, often much less.
But here’s the smart move: if you don’t want to worry at all, choose Executive Cover. For a small daily fee, you reduce your liability to $0.
⚠️ Be cautious if you’re relying on a credit card or travel insurance policy. In most cases:
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You’ll still be charged the full liability upfront by the rental company.
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You’ll then have to lodge a claim with your insurer to get reimbursed.
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Many policies have exclusions or hoops to jump through (luxury cars, long rentals, international coverage).
Our approach, as required under the Car Rental Code, is to be upfront about all your cover options, their costs, and their exclusions. No fine print tricks. No nasty surprises.
3. Be Present for the Return Inspection
When it’s time to hand the car back, stick around for the inspection. It only takes a few minutes, and it ensures you and our staff agree on the car’s condition.
If you’re in a rush and just drop the keys, there’s always a small risk the car could be bumped before inspection (e.g., by a trolley or another customer). In rare cases, that damage may be attributed to your rental.
The Code requires us to conduct post-rental inspections promptly and to document any new damage with photos. By being there, you close the loop and walk away with confidence.
4. Your Smartphone is Still a Smart Backup
Even though we provide digital photos, many savvy customers still take their own quick walkaround video or photos at pickup and drop-off. It’s an extra layer of peace of mind — and in the unlikely event of a dispute, more evidence is always better.
Think of it as your personal travel insurance for free.
5. The Role of the AFIA Car Rental Code
Not all rental companies operate to the same standards. By being part of the Australian Finance Industry Association (AFIA) Car Rental Code of Practice, Redspot commits to:
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Fair, honest, and ethical conduct – treating every customer with transparency and respect.
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High standards of inspection – using photos, written reports, and giving you the chance to confirm vehicle condition.
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Clear cover options – ensuring you know exactly what’s included, what’s optional, and what it costs.
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Transparency in damage charges – supporting all claims with photos and itemised repair documentation.
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Prompt and fair dispute resolution – if something goes wrong, we have an internal process to resolve complaints quickly. If you’re still unhappy, you have access to the Australian Car Rental Conciliation Service (CRCS) — an independent, free service.
Put simply: by choosing a Code member like Redspot, you’re guaranteed a level of fairness and accountability that not every rental company offers.
The Bottom Line: No More “Ugly” Surprises
Most rental car disputes come down to simple misunderstandings. With our digital photo records, Executive Cover option, and commitment to the Car Rental Code, we’ve designed our process to make those disputes almost impossible.
Your checklist for a stress-free rental:
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Review your emailed digital photos at pickup (and add your own if needed).
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Understand your liability cover — and consider reducing it to $0.
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Stick around for the return inspection.
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Snap your own backup photos if you want extra reassurance.
Do those four things, and you’ll never have to face the “ugly” side of car hire.
Ready for Your Next Trip?
With a modern fleet, on-airport locations across Australia, and customer-first policies, Redspot Car Rentals makes it simple and safe to hit the road.
👉 Book your Redspot rental today — and travel with total peace of mind.