Complaints and disputes
If case of a dispute, both the buyer and the supplier must use their best efforts to resolve it.
The buyer should speak to the supplier's customer service representative first. If they can't solve the matter together, the buyer should then contact NSW Procurement.
If the dispute cannot be resolved by mutual agreement of both parties in consultation with NSW Procurement, it will be referred for expert determination. This more formal process will need a higher level of detailed documentation, correspondence and records.
Eligibility to use contract
How to register
To register as a new customer please complete the online registration form.
Once approved, you will be advised of your authorised buyer identification number and you are then eligible to use the NSW Government contracts. Please be aware this registration process may take approximately eight weeks.
Please contact the NSW Procurement Service Centre if you have any problems completing your application form or if you wish to check your registration status.
Establishing an account with suppliers
In order to access QGP0038-17, accounts are required to be established with suppliers. Customers wishing to open an account or make changes to an account with a supplier are advised to contact the supplier personnel listed in the approved suppliers section.
Contract managed by
This is a whole-of-government and cross-jurisdictional arrangement managed by Queensland Government Procurement, Department of Housing and Public Works. Queensland Government is the lead jurisdiction. This contract is utilised by NSW Government.
Qld Government Procurement - Department of Housing and Public Works
Level 3, 80b George Street Brisbane
Phone: 07 3215 3520
What's covered by this contract
Range of products and services
The range of vehicles available for hire under this agreement include:
- trucks and utility vehicles
- people movers and mini buses
Full Size Wagon
Hyundai Getz, Toyota Yaris, Nissan Mirca
Hyundai Getz, i20, Toyota Corolla
Toyota Carolla, Hyundai Elantra, Kia Cerato
Mitsubishi Lancer, Toyota Corolla, Holden Cruze
Hyundai i45, Toyota Camry
Holden Commodore Wagon, Holden SV6 Wagon
Holden Calais, Holden SV6
Holden Statesman, Holden Caprice
Mitsubishi Pajero, Toyota Prado, Toyota Landcruiser
Hyundai Imax, Kia Grand Carnival
Toyota Camry Hybrid
Mini Bus 11-15 Seater
Mini Bus 19-23 Seater
Ute – 2WD Full Size
Ute – 4WD Full Size
Ute – 2WD Dual Cab
Ute – 4WD Dual Cab
Van – 1 Tonne
Van – 2 Tonne
Van – 3 Tonne
Truck – 4 to 6 Tonne
Truck – 8-9 Tonne
Other vehicles outside of the above may also be available. Please contact suppliers for further vehicle listing.
Additionally, situations may arise when the car requested may not be available. Please note that suppliers cannot guarantee availability of a particular vehicle but in these circumstances the car company should offer a similar vehicle from the same class as requested.
Key contract features
- Download the Avis Australia rental agreement (PDF,4.31MB)
- Download the Budget Rent a Car rental agreement (PDF,2.38MB)
- Download the Hertz rental agreement (PDF,489.5KB)
A panel arrangement and an increased number of suppliers under QGCPO681 have resulted in improved location and vehicle coverage. To find if a supplier has a location near you please click on the relevant supplier below:
QGP0038-17 covers the supply of passenger and commercial rental cars on an Australia-wide and international basis.
One way rentals
One way rental fees may apply for some suppliers outside of metropolitan areas where a vehicle does not include a return journey to the place of pickup.
Please contact suppliers for further information in regards to one way rentals.
Should your vehicle break down, through no fault of the driver, you may obtain road service generally by contacting the rental car company in the first instance. Most companies offer a 24 hour service and are backed by the major motoring associations.
Full details and contact numbers for each company's breakdown service should be either in the vehicle glove box or accompany the rental agreement.
Avis Australia (W T H Pty Ltd)
Budget Rent-A-Car Australia Pty Ltd
Hertz Australia Pty Ltd
Code of behaviour
The supplier must, in carrying out this agreement, comply with the codes, policies and guidelines and standards listed in the contract, which includes the Code of Behaviour for the Protection of Children and other Vulnerable People.
The supplier must ensure that all persons working on the site or sites under the contract; including but not limited to the supplier’s employees and managers, consultants and sub-contractors, understand and comply with the requirements shown below:
- All supplier employees must gain permission to enter the school or facility before commencing work and they may only enter approved areas. The supplier’s representative, or where a sub-contractor is working without the supervision of the supplier, the sub- contractor’s representative, must report their presence to the person in charge of the school or facility on arrival each day and record, in the site visit log, the details of all of the supplier’s or sub- contractor’s employees working at the site or sites that day.
- Supplier employees should avoid talking with, touching or interacting with any children or residents or other users of the school or facility, except where the work requires it, or in an emergency or safety situation.
- Supplier employees must only use approved toilets and other facilities, unless the person in charge of the school or facility gives written authority to use alternative arrangements.
- The work area must not be able to be used or accessed by children, or residents or other users of the school or facility while work is in progress. Clear signs and barricades (where appropriate) must be used to prevent any inadvertent or unauthorised access.
- Appropriate privacy must be maintained when working on toilets and similar facilities. Supplier Employees must ensure that toilets and similar facilities are not occupied or in use by children, residents or other users before entering to perform work, and that work does not continue when use of the facilities is required.
- Where practicable male employees should perform work on male facilities and female employees on female facilities.
- Supplier employees must wear clothing that is tidy and in good condition, including a shirt, shorts or trousers or skirts at all times.
- Supplier employees should report any concerns about children’s behaviour or child abuse to the person in charge of the school or facility.
- Supplier employees must wear or carry an identity card at all times when on the site or sites.
Motor vehicle insurance
NSW Government's rates include third-party personal injury and comprehensive motor vehicle insurance cover. Travellers can pay an additional daily rate to reduce the excess payable in the event of a motor vehicle accident. Please see the pricing section in this contract user guide or contact the approved suppliers for further information. The excess payable to the approved supplier following a motor vehicle accident where the NSW Government traveller driving the vehicle is the driver at fault can become a claim against Treasury Managed Fund Legal Liability. For more information please contact:
NSW Self Insurance Corporation (SICorp) - Wayne Chandler
Phone: 02 9228 3817
GIO TMF Client Services
Business hours: 02 8121 3128
After hours: 1800 411 082
In the event of an accident or damage to a rented motor vehicle please contact the supplier immediately. Inform them of all the details of the accident and follow their instructions in completing an incident form etc.
Should police intervention be required, be sure to take down all the details of the police report and pass this onto the supplier. In the event a dispute eventuates over the incident, early notification to NSW Procurement is prudent to allow us to assist in negotiating the dispute effectively.
Suppliers are required to have the following insurance levels under QGP0038-17
- workers compensation insurance: in accordance with applicable state legislation
- public liability insurance: $20 million
- third party insurance: in accordance with applicable state legislation
- comprehensive vehicle insurance: covers vehicle repair and replacement.
Each supplier offers a delivery service within a certain radius of the rental car outlet. Customers should note that delivery services are usually based on availability. As a result, advance notice to the supplier is required and will assist them in making the necessary arrangements. Please contact the listed suppliers for further clarification.
Buy from this contract
NSW Government's rates include third-party personal injury and comprehensive motor vehicle insurance cover. An excess of $500 ex GST applies to passenger vehicles and an excess of $1000 ex GST applies to commercial vehicles following a motor vehicle accident where the NSW Government traveller driving the vehicle is the driver at fault.
Contracted rates are subject to variation and will change in accordance with the price variation conditions contained in the agreement.
Queensland Government Chief Procurement Office is the principal of this contract and is responsibility for processing price variations and extensions.
Time and kilometre discounts
QGP0038-17 has achieved improved pricing for all jurisdictions utilising the arrangement. Discounted time and kilometre rates exist for each supplier with rates and discounts based on the length of car rental. Price breaks are indicated below. The longer the period, the greater the applicable discount:
QGP0038-17 has secured discounts for international travellers that wish to rent a motor vehicle overseas.
Please contact the listed suppliers for further information in regards to international discounts.
All vehicles are supplied with a full tank of fuel and are to be returned with a full tank of fuel. If a vehicle is not returned with a full tank of fuel it will be refuelled by the supplier at a rate that is higher then the pump rate and charged back to the hirer.
Where a vehicle is no longer required, after being booked, the hirer will only be charged for vehicles which have left a depot or have been redirected prior to cancellation. In the majority of instances the cost incurred for cancellation will be the equivalent to one day's rental. Please contact the suppliers for further information.
Government taxes and charges
All taxes, duties and charges imposed or levied in Australia or overseas in connection with the performance of this agreement will be borne by the supplier.