Welcome to the Driver Support centre
Here you’ll find all the information you need to know about driving and maintaining a Custom Fleet vehicle.
If you can’t find the information you need please contact the 24 hour Driver Support line 1300 139 555.
Here you’ll find all the information you need to know about driving and maintaining a Custom Fleet vehicle.
If you can’t find the information you need please contact the 24 hour Driver Support line 1300 139 555.
For all fleet and novated lease drivers, our online driver guide includes key contacts, and information about managing and maintaining your vehicle, important information about what to do in case of an accident and managing the return of your vehicle at the end of your lease.
Read moreA mobile app designed specifically to help you manage your vehicle using your Apple or Android mobile device anytime you like.
You need to have an active vehicle with Custom Fleet for the app to work. Please contact your Novated Leasing Consultant or Fleet Manager for more information.
There are two versions of the Drive app:
Once you log in, you’ll automatically see the version of the app you need.
The functionality of the app depends on whether you’re a novated or fleet vehicle driver.
The Custom Fleet Drive app will give you access to:
| Function | Novated drivers | Fleet (tool of trade) drivers |
|---|---|---|
| myVehicle Quickly access details such as your rego, service due date, overall lease budget position (novated only), and odometer reading. |
✔ | ✔ |
| Fuel card You can quickly report a lost, stolen or damaged fuel card and request a replacement right away. |
✔ | ✔ |
| Key contacts A handy list of contact details for Custom Fleet, as well as our supplier partners for all your servicing, maintenance and repair needs. |
✔ | ✔ |
| myBudget A snapshot view of your overall lease budget and spend. |
✔ | ✘ |
| Reimbursements Submit reimbursement claims from your mobile, upload photos of receipts, supporting documentation, check or update your bank details. |
✔ | ✘ |
Novated lease drivers
You will need a valid log in for Fleet Office. You can use the same username and password to log in to the Drive app.
Passwords and usernames can be recovered via the "Forgot username/Password" link on the Fleet Office website.
Fleet (tool of trade) drivers
You or your company’s Fleet Manager needs to provide your Custom Fleet Relationship Manager with a valid email address to link to a specific fleet vehicle.
Once linked, you can download the app.
Your username will be your email address and you’ll then be prompted to set up a password.
Go to the Apple App Store (iOS) or Google Play Store (Android) on your mobile device and search for Custom Fleet (Drive App). Download Drive App and follow the screen prompts to set up.
Download the Drive app guide for:
Locate your nearest fuel, maintenance or repair centre.
Please call your local provider before you visit, as their details may have changed.
If you're in an accident, we are here to help. Please call our 24hr Driver Support Line on 1300 139 555 - option 2 as soon as possible.
If you're not sure whether your lease has the accident management benefit, please check with your company’s Fleet Administrator.
If you are involved in an accident, stay calm and follow these steps. Check your glove box for the Custom Fleet, Accident Management procedure card to help you collect the following details:
If you're unable to drive your vehicle, call Custom Fleet Accident Management and we will arrange for the vehicle to be towed to one of our preferred repairers.
For non-urgent claims, you can now use our Driver Portal to lodge and check the status of your accident claim.
For urgent claims, please call 1800 984 808.
You’ll need the following details to get started:
Our Accident Management services provide peace of mind when you’re involved in an accident. We can help you with:
Contact us on 1800 984 808 for more information.
We will provide you with the contact details of a repairer within our network as close as possible to where you live. They'll provide Custom Fleet with a quote to repair the damages to your vehicle. We'll have your vehicle assessed via your insurance company or our internal assessor.
We will inform you when your repairs have been authorised and manage the process from start to finish.
Your insurance claim will be managed in alignment with your company’s insurance policy.
This will depend on the benefits offered by your company’s insurance policy, however most insurance policies will cover a loan vehicle for between 15 and 30 days.
When you contact us, we will be able to advise you of your entitlements. With approval from your company’s Fleet Administrator/Manager (if required), we will organise the loan vehicle for you and submit a claim form on your behalf.
Most new vehicles are covered by a manufacturer’s Roadside Assistance policy for a set period of time. The contact number can be found in your owner’s manual and often on a windscreen sticker in your vehicle.
If you are outside of this period and have Roadside Assistance in your lease we can help. Call Custom Fleet’s 24hr Driver Support Line 1300 139 555 for assistance.
Custom Fleet lease-linked fuel cards unlock deeper fleet management intelligence and save you so much more than a few cents per litre.
We offer two market leading fuel card options – FleetCard and Shell Card
Because we know and manage your vehicles and leases, the odometer and fuel data means we can provide you with up-to-date vehicle utilisation analysis, accurate due and overdue reporting, exception reporting, and track card misuse (like tank capacity overfills).
Ask us which fuel card would suit your business needs.
FleetCard is a market leading multi-branded fuel card offering that provides everyday convenience and maximum flexibility with unrivalled acceptance nationally. Accepted at over 90% of all Australian fuel sites and at all major brands including Shell, Reddy Express, BP, Caltex, Ampol, United and 7Eleven.
Custom Fleet Fuel Card is accepted at over 90% of fuel sites across Australia.
Total vehicle expense control through product restrictions and the ability to monitor spend.
One monthly consolidated tax invoice to simplify your accounting.
Fuel savings from our nationwide network of fuel sites.
Shell Card is our low-rate fuel card product, providing access to Shell’s premium fuel network. Use the Shell card at over 1,500+ fuel sites across Australia. Providing your fleet with premium Shell fuels, created with over 100 years of technical fuel expertise.
Use your Shell Card at over 1,500+ fuel sites in one of Australia’s fastest growing networks.
Total vehicle expense control through product restrictions and the ability to monitor spend.
One monthly consolidated tax invoice to simplify your accounting.
Care for your fleet with premium Shell fuels, created with over 100 years of technical expertise.
Your fuel card makes it easy to track and pay for your fuel and services with all expenses collated onto a single monthly invoice. Please keep it in a safe place.
FLEETCARD:
With FleetCard you can purchase different items according to the colour of your card.
SHELL CARD:
Fuel and oil only.
FLEETCARD:
Your Fleet Card will arrive 5-7 working days after your vehicle is delivered to you.
SHELL CARD:
Your Shell Card will arrive 5-7 working days after your vehicle is delivered to you.
FLEETCARD:
FleetCard is accepted at over 6,000 multi-branded fuel outlets and over 9,000 motor dealerships and repair centres nationally. Find your nearest FleetCard outlet.
SHELL CARD:
Shell card can be used at Shell/Reddy Express services stations at over 1,500+ locations across Australia.
FLEETCARD:
No. Your FleetCard will have your vehicle registration number on it for security purposes. PIN’s can be set for security by contacting Custom Fleet.
SHELL CARD:
No. PINs are not required on Shell Cards. PIN’s can be set for security by contacting Custom Fleet.
Your card will have your vehicle registration number for security purposes.
FLEETCARD:
You will need to provide the service station attendant with your odometer reading at time of fuel payment.
SHELL CARD:
You will need to provide the service station attendant with your odometer reading (i.e. how many kilometres the vehicle has travelled).
Tip: It’s important to always provide an accurate odometer reading as this data point is used by Custom Fleet over time to validate your KM usage as you progress through your lease.
Call Custom Fleet on 1300 364 651 and notify your company’s Fleet Administrator as soon as possible.
No, discount fuel vouchers cannot be used in conjunction with your FleetCard or Shell Card however, Flybuy points are available on all purchases when using your FleetCard or Shell Card at Shell/Reddy Express sites.
To keep your Custom Fleet vehicle in good shape, we have a network of Authorised Service agents whose work we trust to meet our high standards. We have also negotiated special prices with national suppliers for items like tyres, windows and batteries.
All vehicles maintained or managed by Custom Fleet must be taken to our Authorised Service agents for any maintenance servicing, tyres, windscreens, and batteries.
When booking your vehicle in for vehicle maintenance with the service provider, please advise them that the vehicle is a Custom Fleet Vehicle. They will call our Service Control Centre for authorisation before they begin any work on your vehicle.
Custom Fleet has over 5,000 motor dealerships and repair centres nationally. Locate a Merchant near you.
It is your responsibility to make sure your Custom Fleet Vehicle is serviced in accordance with the manufacturer’s handbook. You can take the vehicle to any of our authorised franchised dealerships and repair centres for manufacturer required vehicle service. Please note for all warranty work your vehicle must be taken to a franchised dealership.
Replacement tyres should be the same size, speed and load rating as those fitted at the time of delivery. Custom Fleet has negotiated special prices with:
Custom Fleet has negotiated special pricing with:
Check with your Fleet Administrator to see if glass repair and windscreen replacements are covered by your company’s fleet vehicle insurance.
Custom Fleet has negotiated special pricing with:
We make sure your vehicle has a valid registration at all times. If you move state, receive a renewal in the mail, or have any concerns about your registration expiry, this section will help you.
We follow a very simple and efficient vehicle registration process.
Mid-term registrations - We usually register your vehicle four weeks prior to its registration expiry date. If the vehicle is registered with your personal address, we will contact you to get a copy of the registration renewal notice. If an inspection is required, we will send you a reminder. Our Registrations team regularly follows up any outstanding inspections. We will pay the registration once we receive the inspection report from you.
For end of lease vehicles (i.e. where vehicle’s lease is near expiring) – We will renew the registration close to the expiry date if the vehicle is not going to be returned by lease end date. If the vehicle is going to be returned by lease end date, the registration will not be renewed.
A registration label is no longer required for normal vehicles. Only heavy vehicles require a label. For heavy vehicles, we will send you the new registration labels as soon as we receive them from the state authority. We will keep the receipts if the vehicle is registered in Custom Fleet’s name. We will send you the receipts if the vehicle is registered in your name.
If you are interested in an inter-state transfer of registration, please ask us to send you a transfer pack which includes all the required paperwork and necessary guidelines to complete transfer process. Once you have made the registration payment directly with the authorities, please send us a copy of the new registration paperwork so we can update our system with the correct state and expiry date. This will also be reflected on Fleet Office.
On our client’s behalf, we can request to add or remove a vehicle from our schedule. At the time of renewal we receive schedule from authorities. We forward this schedule to customer for them to have a look and make any changes in the schedule. We than forward this changes to authorities and request them to provide an updated schedule. After receiving updated schedule we forward this to client to confirm if everything is alright. Meanwhile in schedule, if any vehicle requires inspection, we follow normal inspection process. After receiving go ahead from customer we pay the schedule and register the vehicles.
If your vehicle is unregistered, you must not drive it. Contact your Custom Fleet account manager Immediately. We will make it our highest priority to get the vehicle registered so you can get you back on the road as soon as possible.
Contact your Custom Fleet account manager. They will liaise with our registration team on your behalf.
Custom Fleet has state of the art infringement process. We handle infringements for lots of our clients. When Custom Fleet receives infringements, we create statutory declaration nominating company/driver and forward to authorities. Authorities then issue new infringement for nominated company/driver.
Custom Fleet provides video tolling solutions for our customer. Please ask your account manager for more details.
At the end of your lease period, you can return or replace your vehicle or buy it for a fair market price. If you're interested in purchasing the vehicle, see below for information about our Driver Purchase program.
Step 1: Before you do anything, check with your company’s Fleet Manager — they’ll guide you on what to do next.
Step 2: We’ve made the return process easy with our End of Lease portal. We've launched a smarter, more streamlined way to manage your end-of-lease inspections. Our new digital portal will give you one central place to access inspection reports, approve charges, and communicate with us – no more email threads or static PDFs.
Need help with transport? Your Custom Fleet account manager can organise this for you — just note that a transport fee will apply.
Reminder: If the vehicle isn’t returned to the correct location, a transport charge may be added.
Instead of sending your inspection report as a PDF, we’ll email you a link to view it in our new End of Lease portal.
It’s part of our commitment to making your experience simpler, faster, and more transparent.
If we’re selling your vehicle, you’ll also get a separate link to view its condition and valuation.
How to access the portal
Our new digital portal will give you one central place to access inspection reports, approve charges, and communicate with us – no more email threads or static PDFs.
You can use the portal to:
Is your vehicle lease coming to an end? You (or someone you know) might be interested in buying the car you've been driving.
Buying a car you already know is a smart move — you’re familiar with how it’s been driven and looked after. Plus, our pricing is very competitive, which could save you thousands compared to buying elsewhere.
If you're interested, you can request a quote up to eight weeks before your lease ends — or any time after that. To get started, you'll just need to provide:
Important to know: Vehicles are only available for purchase if the expiring lease won’t be extended or changed. All vehicles are sold “as is, where is,” but statutory warranties still apply based on your state’s laws. Buyers are also responsible for any government charges like stamp duty and transfer fees.
