Media Statement

Tuesday 19 April

 

Europcar welcomes today’s findings of the Federal Court in relation to the ACCC action. We are encouraged by the court judgement which acknowledged our high level of cooperation with the ACCC and agreement from both parties that the conduct was not deliberate and corrected as soon as we were advised by the ACCC. 
 
Europcar Managing Director Australia and New Zealand, Ron Santiago, said, “We are always working to make the experience of our customers better and to protect them before, during and after their trip. And we have always and will continue to have a very productive and collaborative relationship with the ACCC with a view to achieving the best possible outcome for our customers, a view reflected in today’s judgement.” 
 
In 2014, the ACCC took court action to seek a declaration that some of the Europcar 2013 Terms and Conditions of Rental were unfair with respect of vehicle damage and third party loss. 
 
As referenced in the findings by Justice Gilmour, when advised of these issues, Europcar acknowledged that there were a limited number of terms that could be deemed unfair and acted promptly to issue new terms and conditions from February 2015, limiting this issue to a short period. 
 
In addition, the ACCC court action sought declaration that between December 2013 and 3 July 2014 parts of its website that referred to the maximum payable for the Damage Liability Fee and its cover products were false and misleading. Again, when alerted to this, Europcar moved quickly to correct this information, which was rectified within five days of being informed.
 
“Europcar has always and continues to cooperate fully with the ACCC and has been proactive in discussions and correspondence with the ACCC in relation to the issues raised. In fact, the judgement makes reference to the, ‘open and responsive engagement with the ACCC’s concerns, from the moment they were first raised through to and including the ultimate resolution of these proceedings’,” said Mr Santiago. 
 
“At Europcar we have invested significantly in reviewing and updating our own policies, processes and documentation so that these are as user-friendly and transparent as possible. We’re extremely confident that our Terms and Conditions are now industry leading and we are always looking for ways to raise the bar and improve the experience for our customers.
 
“We know our customers want transparency, they want certainty and they want the best products and the best service delivered efficiently. 
 
We are committed to delivering a safe quality experience for all our customers because we want them to keep coming back.”
 
Click here to see the court order and reasons for judgement.

Europcar response to ACCC allegations

Monday 10 November 2014

 

Europcar has invested substantial resources in making the booking process fully transparent and user friendly and has attempted to engage with the ACCC as part of an industry-wide review and enquiry into the car rental industry. We are disappointed that the ACCC has taken this action and it will be robustly defended.

 

In particular, Europcar rejects comments in the ACCC's media statement that, irrespective of fault, charging the Damage Liability Fee for damage, theft or third party loss is unfair and it will strenuously oppose any attempt by the ACCC to prevent Europcar charging this fee. Full details will be set out in Europcar’s defence when the matter goes to court.

 

The ACCC has also alleged that Europcar's terms and conditions make a customer liable for a breach of the rental terms and conditions that may be trivial. It has always been Europcar policy that any potential breach of the Rental Contract is treated seriously and occurs only after review by senior management.

 

It is also alleged that Europcar has engaged in misleading or deceptive conduct and made false or misleading representations on its website. These allegations are denied. Full disclosure of what a customer would be liable for if there is loss or damage to the rental vehicle or third party loss is contained on Europcar's website.

 

Europcar constantly strives to improve the experience of our customers and we are proud of our reputation for commitment to quality of service. 

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