Frequently Asked Questions

All the answers to RACV Car Share

How do I become an RACV Car Share user?

Registering to become an RACV Car Share user is simple. It’s best to download the RACV Car Share App and register through this from the beginning, but you can register online and download the App later if you prefer.

You will need to provide the following to register:

  • Valid Australian drivers licence (photo or scan). If you are an overseas visitor, you will need to provide a valid International Drivers Licence
  • Valid passport (photo or scan)
  • Valid email address
  • Valid mobile number (that operates in Australia)
  • A credit or debit card account

24 hours after your application is approved, you will be able to make your first rental.

How do I book a vehicle?

  1. Once you have the RACV Car Share App, log in to your account via the App.
  2. A search menu will be displayed where you can select when (date and time range) and where you want to collect the vehicle from.
  3. The search displays what vehicles are available for booking.
  4. Once you complete your booking, you’ll receive a notification via email which confirms your booking.

How do I unlock and start the vehicle?

  1. When you are within 5 minutes of your booking time, the UNLOCK button will become available on your RACV Car Share App.
  2. To start your booking, press the UNLOCK button to unlock the vehicle.
  3. You will now be able to turn on the vehicle by putting your foot on the brake and pressing the Engine Start/Stop button located on the left-hand side of the steering wheel.
  4. The dashboard will light up, so you know you're ready to go.

Ignition Keys – How do I start the vehicle engine?

Keys are not needed to start the ignition of the RACV Car Share vehicles. Place your foot on the brake and press the Engine Start/Stop button located on the left-hand side of the steering wheel. The dash board will light up, so you know you’re ready to go.

I want to keep my vehicle longer than initially planned, can I extend the booking?

You will only be able to extend your RACV Car Share booking if the vehicle has not already been reserved by another user. Call our Customer Care Centre on 1300 729 047 to check if you can extend your booking. If the vehicle is reserved for another booking you will not be able to extend it. You must return the car on time or a late return fee will be applied.

If the booking is able to be extended, our Customer Care Centre will be able to extend it for you. You will be automatically charged for additional time, plus a $5 admin fee.

How do I end my booking?

To end your RACV Car Share Booking:

  1. Safely park the vehicle in the designated RACV Car Share bay.
  2. Press the ENGINE START/STOP button to turn off the engine.
  3. Exit the vehicle ensuring you have taken all your personal belongings with you, and that you have returned the fuel card and parking pass (if any) to the holder in the glovebox.
  4. Close all the doors and windows and press the FINISH TRIP button on the App. The vehicle’s lights will flash and side mirrors turn inward to show that the vehicle has locked.

What if someone is parked in my spot?

Don’t worry; park legally in the nearest available spot and let us know by calling our Customer Care Centre on 1300 729 047. Take note of the registration, model and colour of the offending car (take a phone photo too if you can) so you can let our team know.

If you park too far away and don’t inform us, you may be charged for failing to return theRACV Car Share vehicle to the correct location.

What if my RACV Car Share vehicle won't start?

There may be a few reasons for this:

  • The RESUME TRIP button has not been pressed: If you are in the middle of a stopover/paused booking, the engine will not be able to be turned back on until the RESUME TRIP button has been pressed.
  • Foot not on the brake: Your foot must be on the brake when pushing the ENGINE START/STOP button on the vehicle.
  • Fuel card not returned: The Fuel Card (and Parking Pass if your vehicle is in a carpark) must be returned to their location in the holder in the glovebox in order to start the engine.

Call the Customer Care Centre on 1300 729 047 if you require further assistance.

What if my RACV Car Share vehicle won't lock?

Ensure that the Fuel Card and Parking Pass have been returned to their location in the holder in the glovebox.

The fuel card needs to be placed in the top slot, and the Parking Pass (if there is one) in the bottom slot of the holder. All vehicles require a fuel pass in the top slot to lock the vehicle and end the booking. (Not all vehicles will have Parking Passes.) If your vehicle does not have a fuel card please call Customer Care Centre immediately on 1300 729 047. If the fuel card is in the correct slot and you’re still having trouble, call the Customer Care Centre on 1300 729 047 for further assistance.

What if I need to refuel?

RACV Car Share pays for the fuel you use, up to 350km per day.  This is included in your booking rate so there are no hidden costs.  However, we do rely on our members to fill up if the tank is down to a quarter of a tank or below. You will find a fuel card in the glove box console, in the top slot of the device. Please use either 91 regular or E10 fuel.

Simply take the fuel card to the counter at the Petrol Station, use PIN Code 1234 or sign. Ensure you return the fuel card to the top slot of the glovebox console after use, otherwise you won’t be able to continue your journey. Please note, you may be charged a fee if you end your booking with less than a quarter tank of petrol.

If your vehicle does not have a fuel card, please call our Customer Care Centre immediately on 1300 729 047.

What about insurance?

Insurance is covered in your car hire rate.

Please remember that damage cover only covers you if:

  • you have followed the rules of the membership
  • you have followed all road laws of the location where you are driving
  • you have used the vehicle in accordance with our terms and conditions
  • the damage was not due to your negligence.

See our terms and conditions for further information regarding insurance and excess amounts.

What is a pre-authorisation?

A pre-authorisation of $250 is taken as a temporary hold against your credit card to ensure this payment option is valid and in credit. The pre-authorisation is not a charge and no funds have been debited; it’s just to ensure the payment method is valid and working.

This charge may appear as a pending transaction on your banking or credit card statement, however, the money doesn’t ever leave your account.   When the pending pre-authorisation is released (in a timeframe depending on your bank) the pending charge will disappear, and the funds become available to you again.

If you have questions on pre-authorisation timeframes, please contact your banking provider.

Do I have to pay for parking tickets?

Yes, you do.  If you have a booking during the time and date stamp of the ticket, it will be assigned to you. If you were the last one to use the car and have parked it illegally, you will be liable to pay for the ticket and other fees and charges may apply, such as towing, if required.

What happens if my vehicle breaks down mid-trip?

If possible, park the vehicle in a safe location and call the Customer Care Centre immediately on 1300 729 047.

RACV Care Share will arrange a one-way alternative transport for our members in the event of a vehicle breakdown. This is valued up to $50 in Metropolitan Melbourne and $100 in Regional Victoria. If the trip exceeds this price, the member will be required to pay the difference.