Driver Guide

Important information for fleet drivers

Our Driver Guide is for our customers and fleet vehicle drivers to help you keep your vehicle in great condition to get you where you're going safely.

Fuel cards

Infringements & tolls

Registration

Roadside assistance

Servicing & repairs

Accident management

Online claim portal

End of lease return

KEY CONTACTS

24/7 driver support
1300 139 555
enquiries@customfleet.com.au

Merchant locator
Find a merchant near you

Lodge non-urgent claims
Online claims portal

Tyres
Bridgestone: 13 12 29
Goodyear: 13 18 98
mycar: 1300 772 579

Batteries
Marshall Batteries: 1300 306 277

Windscreens
O’Brien’s Glass: 13 16 16
Instant Windscreens: 1300 136 303

Fuel card

If your employer has arranged for a Fuel Card with Custom Fleet, it will arrive in 7 to 10 working days after vehicle delivery.

For security purposes, never leave the card in your vehicle and keep it away from direct sunlight to avoid damage.

You can use your fuel card to pay for fuel at the relevant fuel company or acceptor site – please provide your odometer reading with each fuel purchase.

For lost, stolen or damaged fuel cards, please notify your company’s Fleet Administrator as soon as possible and call Custom Fleet so we can send a replacement card.

Your employer enjoys discounted fuel at Shell, Reddy Express and Coles Express sites. We recommend refuelling at Shell where possible. Find a Shell location near you.

For more information about Fuel Cards, visit the Driver Support page.

Infringements & tolls

If your company has opted for Infringement Management, fines will be sent directly to Custom Fleet who will assist with managing the process.

If you have arranged to have tolls managed by Custom Fleet, your toll account will be activated within 1 business day after contract activation.

E-tags will be delivered directly by Linkt within 14 business days.

While you wait for the delivery of your e-tag, video tolling will automatically be activated so you can drive on toll roads without incurring any video matching fees for up to 14 business days.

Vehicle registration

If Custom Fleet are managing your initial registration and renewal, we will keep your registration valid for the life of your lease.

If you’re self-managing registration renewal, it’s your responsibility as the driver to make sure vehicle registration is valid.

It’s illegal to drive an unregistered vehicle, and you may not be covered by insurance in the event of an accident.

Roadside assistance

For urgent assistance, contact us on 1300 139 555.

For non-urgent claims, you can use our online claims portal.

Check with your company’s Fleet Administrator to see if you are covered by our 24-Hour roadside assistance. It’s better to know now before you need it.

Most new vehicles are covered by the manufacturer’s breakdown service for a limited period.

When your vehicle is delivered, you’ll be informed of the manufacturer’s roadside assistance program applicable to your vehicle.

If your employer has arranged for Accident Management Services with Custom Fleet and you are in an accident, we are here to help.

We’ll organise the towing, insurance claims, repairs, and replacement vehicle, as well as ensure you reach your intended destination.

Servicing, tyres & repairs

It’s the responsibility of each fleet driver to ensure your vehicle is serviced in accordance with the manufacturer’s handbook (usually located in your glove box).

You can take the vehicle to any authorised franchised dealership or one of our preferred service agents: MyCar Tyre & Auto, Bridgestone Tyre and Auto, or Tube Mobile for at home or office mobile servicing.

While Custom Fleet does not provide replacement vehicles at servicing, some of our preferred repairers may do so free of charge.

When scheduling a service or maintenance, please advise the provider it is a Custom Fleet vehicle.

They will call us for authorisation before beginning work.

If you are on a fully maintained lease with Custom Fleet, you may be eligible for a free relief vehicle in the event your leased vehicle is off the road for more than 24 hours due to mechanical breakdown.

Please contact your Fleet Administrator for eligibility. Tyres may be included as part of a fully maintained lease.

For tyre replacement, puncture, or repair, please refer to the key contacts section at the top of this page, or the Custom Fleet Drive app.

Accident management

If you are involved in an accident, stay calm and follow these steps:

If someone is injured, call 000.
DO NOT ADMIT LIABILITY.
Record the following information:

Other driver:

Name
Licence number
Registration number
Address
Phone number
Vehicle make and model
Owner details (if different to driver)
Insurer and policy number

Accident details:

Date/time
Location
Police attendance (Y/N)
Police details

Witness details (if applicable):

Name
Address
Phone

If possible, take photos of the scene and vehicles involved.
Lodge your claim via our online claim portal.

Online claim portal

For non-urgent claims, you can now use our online claim portal to lodge and check the status of your accident claim.

If you require urgent assistance, please call 1300 139 555. For online claims, you’ll need the following details to get started:

Current email address
Vehicle registration number
Incident information (see the checklist on this page)

Then follow the below steps to lodge your claim:

Visit our online claims portal
Enter your details to generate a one-time access code
Enter code and the claim capture process
Follow the prompts to provide all the required incident details
Once complete, you’ll receive a confirmation email and we’ll be in touch to discuss next steps

Driver purchase program

At the end of your lease, you have the opportunity to request a purchase price to buy your vehicle from Custom Fleet. It’s not often you’re able to buy a vehicle with the certainty of knowing it’s complete history.

For more information on our Driver Purchase Program, please get in touch with your Fleet Administrator.

Returning your vehicle

Your company’s Fleet Administrator will arrange for your vehicle to be returned to Custom Fleet.

When preparing your vehicle for return, please ensure:

Fuel cards/eTags are returned to your Fleet Administrator.
The vehicle has the service book and vehicle operating manual in the glovebox.
All keys and remotes are returned with the vehicle, all keys are attached to the one keyring.
For Battery and Hybrid Electric Vehicles, ensure all charging cables are returned.
The cargo blind and/or cargo barriers (if standard) are left in the vehicle.
The spare wheel/tyre, vehicle jack and associated tools are left in the vehicle.
You remove all personal data from any electronic device (i.e. phone book or GPS). Custom Fleet will not be held responsible for any private data left in these devices.
The vehicle is clean and tidy and personal belongings have been removed.

In case of any vehicle damage

All accident damage – where a claim has been lodged with an insurance company. please make sure it is repaired before returning your vehicle.
Windscreen damage – where your insurance policy covers for windscreen damage, please ensure the windscreen is replaced prior to return.

Note: Outside of fair wear and tear, if items are missing or damage is discovered, Custom Fleet will charge your company a fee to cover the expenses, which they may pass onto you.

Please make a note of any:

Tyre damage
Missing wheel covers or centre caps
Dents, scratches or scrapes on the bodywork
Chips or cracks in the windscreen or other glass
Rips, holes, tears, stains/marks in the interior trim