Unfair Rental Car Practices Still Prevalent

June 22, 2025

Serious complaints against rogue rental car companies have prompted a renewed warning to
the public, as the Consumer Council of Fiji expresses alarm over increasingly aggressive and
unethical behaviour by operators. Since 2020, the Council has received 163 complaints relating
to rental car services, with a combined monetary value of over $97,000.

However, the recent nature of complaints has grown more troubling, prompting the Council to
once again warn consumers. A key concern is the delay of refunds and the exploitation of
consumer trust. Many operators are refusing to return bonds on time, instead withholding them
indefinitely under the pretext of waiting for traffic fines, leaving consumers financially
stranded for months.

What’s equally concerning is the way consumers are treated when they raise concerns. Reports
describe rental company staff who are evasive, verbally abusive, and entirely dismissive of
complaints. Communication often breaks down once payment is made, and some consumers
have even been blocked from contacting the operator altogether. This is not just bad service, it
is deliberate mistreatment.

Another recurring issue is the refusal by some operators to issue receipts or written agreements.
Without documentation, consumers are left vulnerable, unable to prove terms or challenge
unexpected deductions. These shady practices go hand-in-hand with a wider lack of
accountability in how vehicles are maintained. In one recent case, a consumer hired a vehicle
that broke down the very next day. The company told him to carry out repairs at his own
expense with a vague promise of reimbursement. Despite following through and providing
receipts, he has yet to be compensated.

Scams are also proliferating, with some unregistered operators luring victims via social media
or informal platforms, often with no physical office or point of contact. These scams have led
to financial losses and have left some consumers without a vehicle despite paying upfront. Most
of the complaints received so far have come from Fijian consumers, raising legitimate fears
about what could be happening to tourists who may not know where to turn for help.

Council CEO Seema Shandil said the behaviour of some rental car operators is not only
unethical but reflects a growing culture of consumer exploitation. “It is unacceptable that
consumers are being treated in such a disgraceful manner, from being ignored and harassed to
being denied refunds or made to pay for repairs on poorly maintained vehicles. These operators
are taking advantage of weak enforcement and a lack of consumer awareness, and it must stop.”

She added that the Council will continue its collaboration to ensure fairness in the industry.
“Together with the LTA and the Fiji Rental Car Association, we will continue to take strong
action against those who repeatedly flout consumer protection laws. The time for leniency is
over, these practices are harming livelihoods, damaging trust, and risking the safety of
consumers.”

Consumers are strongly advised to be cautious when hiring vehicles, to insist on proper
documentation, avoid informal cash transactions, and verify that the business is licensed.
Anyone who has fallen victim to unethical rental practices should contact the Consumer
Council by calling the toll-free number 155 or by emailing Complaints@consumersfiji.org