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Help Centre

Do you need more assistance?

Here you can find helpful information for either your in-branch or online hire experience.

General Customer

How can I contact Kennards Hire?

Simply phone through to one of our branches, contact us on 135 135, email us at info@kennards.com.au. And if that doesn't appeal to you, post on our social media accounts (icons at the bottom of the screen)! We’ve got a fair few ways for you to get in touch with us if you have any questions.

Am I able to make a complaint?

If you'd like to lodge a complaint, an email is the best method of getting in touch with us. We take complaints very seriously, so please be as detailed as possible in your email to us so we can take a good look at the problem. Email us at info@kennards.com.au.

What are your trading hours?

Caught us outside of business hours? You’ll want to take a look at the times we’re open. These are based on the branch, so take a look at our branch finder.

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Credit Accounts

How can I open a Credit Account?

To setup a credit account, simply follow the steps in this link.

Can I book online on an Account?

We’re working towards enabling this feature in the next few months. To book on account, please contact your local branch.

Can I download and pay my invoices online?

We’re revamping our Credit Account portal over the next few months which means new customers won’t have access to this feature yet. Existing customers will still be able to utilise this feature, however, only for logins created and linked by 17th November 2022.

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Delivery and Collection

Do I need to clean equipment before returning it?

There's usually no need for you to clean our equipment prior to the hire period ending as we can take care of it back at our branches. However, our special equipment may incur a cleaning fee. You'll be advised based on the hire if this is necessary. If you’re unsure, ask us!

Do you do one way hires?

You can return some equipment to another Kennards Hire branch within the same city as your hiring branch. This incurs a relocation fee which is available on application and is NOT available for vehicles and trailers. We do have weekly and long term rates on vehicles and trailers for those longer trips if you're planning to return to your hiring branch or area.

How do I request a pick up?

It’s easy, give us a call and request a pick-up. It’s important to obtain a valid ‘customer pickup number’ so we don’t continue to bill you. Our vehicle will then be out to collect the equipment, usually the same day.

Please ensure there is a safe area where our driver can load our equipment and complete the paperwork. If any dismantling is required, ensure the equipment is dismantled and ready for pickup, otherwise the hire (and hire charge) will continue.

Our drivers are pretty busy, and it really helps when you’ve got everything ready for them to transport.

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Marketing

Can I follow you on social media?

Yes! We're on YouTube, Facebook, Instagram and LinkedIn. Follow, subscribe and share away. These pages are also a great way to receive the latest updates from us as well as other pieces of useful information that we put out.

Do you have a blog?

Yes, we have dedicated pages for How-To's, D.I.Y Inspiration, Latest News, and Case Studies. We publish tips, advice and list articles on a regular basis.

How can I unsubscribe from Kennards Hire newsletters?

Simply navigate to any newsletter you have received from us in your email inbox. Then scroll to the bottom of the newsletter and click on the 'Unsubscribe' link. If you’ve got any suggestions, just drop us a line via our email address or phone through to one of our branches.

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Hiring Online

How can I cancel my hire reservation?

To cancel your hire please call 135 135 and the Kennards Hire team will sort out your reservation.

How can I get a quote?

The majority of our pricing is online. Please call through on 135 135 if you have any questions.

Some items show as Price on Application (POA), this is usually because the item is technical and requires an understanding of how it will be used before a price can be given. It’s easy though, you can request a quote for these items online by following the hire process (it becomes a hire request for the POA items) or call us and we’ll quote over the phone or in writing.

How can I make a reservation?

If you’re looking to make an equipment reservation with us, you're easily able to do so online on our website, 24/7. If you'd rather make a reservation over the phone, you can call your local branch directly or alternatively call 135 135 during trading hours. Our team will be more than happy to help you out!

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Rates and Payment

What do you mean by hiring rates?

This basically means we charge for the length of time the equipment is out, not the time it is used. It's important to remember that rates are self-selecting, so if your hire duration needs to change you'll receive the appropriate rate. Easy, right? Eg:

A four hour rate is the same as a half day rate. It is four trading hours from the start of the hire. A day rate is 24 hours from the start of the hire.
A week rate is seven days from the start of the hire, any additional days are charged at 20 per cent of the week rate.

Note: We’ll always give you the 'best' hiring rate. That means, if the weekly rate turns out to be cheaper than the hire duration multiplied by the day rate, the week rate applies.

We also have a basic damage waiver included in the hire charge of the hired equipment. If you’re interested in finding out more, you can read our 'What is a waiver?' FAQ below, or view our Hire Contract Conditions.

What is my applicable rate?

Your applicable rate is the rate that applies to your hire based on the duration entered. Whether that's four hours, a day or a week the applicable rate is always displayed. See “What do you mean by hiring rates?” above for information on the types of rates available.

What is a waiver?

A Waiver works to reduce to excess payable if the product you hire is lost stolen or damaged beyond repair while you have it. It is not insurance, it is a reduction in the excess. When you take our equipment you are responsible for it and if it's damaged or stolen during this time, then you'll need to pay for the repairs or replacement. We have several different Waivers depending on what equipment or vehicle you want to hire from us. Each branch has an explanation of the Waivers on the wall behind or close to the counter and in the Hire Contract Conditions.

Basic Damage Waiver - This is included as part of your hire rates and is an agreement by Kennards Hire that the Customer's liability for damage to the equipment can be limited in some circumstances only, to an amount called the Damage Waiver Excess. The Damage Waiver Excess is the actual recovery and repair cost of the equipment, or 20% of the current replacement cost of the equipment as reasonably determined by Kennards using suppliers list prices, whichever is the lesser amount.

Vehicle Waiver Plus – This is not included automatically and is available as an optional extra on most vehicles we hire. It is a daily payment and simply reduces the excess you would have to pay if the vehicle is lost stolen or damaged beyond repair. This Waiver is not available for P plate drivers, for these drivers the full excess payment is required if the vehicle is lost, stolen or damaged beyond repair. So for example say you hire a 1 tonne Ute for 1 day, on top of the hire charge you can pay $35 per day to limit the excess to $1,000.

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Equipment Waiver Plus – It works the same way Vehicle Waiver Plus works, a daily or weekly payment that simply reduces the excess you would have to pay if the equipment is lost, stolen or damaged beyond repair. This is not included automatically and is optional for most medium or large equipment you hire from Kennards Hire.

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