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CARS Frequently Asked Questions (FAQs)

CARS Frequently Asked Questions (FAQs)

 

Setting up your CARS account
How do I register for CARS web portal and mobile app services?

Refer to Fact Sheet 3 and register using the online form available on the CARS page on the Ministerial and Parliamentary Services website. 

How do I reset my password?

If you need to reset your password, go to the CARS Log on page. Select ‘Forgot Password’ and follow the instructions.

How do I add a new passenger to my account?

You can add passengers via the online form available on the CARS page on the Ministerial and Parliamentary Services website.

Parliamentary account holders should contact the Independent Parliamentary Expenses Authority (IPEA) for all questions regarding passengers.

How do I add a new frequently-used location?

Passengers and authorised bookers can add frequently-used locations to their CARS profile. These frequently-used locations greatly assist when making bookings as they are displayed first.

You can add or update frequently-used locations through the CARS online form, the web portal or on the mobile app.

In the web portal: Go to AdminLocations > Create.

In the mobile app: Go to Settings > My Locations.

How do I change my account details?

You can change a passenger’s mobile phone number on the web portal and mobile app.

In the web portal: Go to Admin> Passengers and change the Mobile 1 phone details.

In the mobile app: Go to Settings> Personal > Contact Details and change the Mobile 1 phone details.

For all other amendments to your account details please use the COMCAR online form.

Booking a Trip
I’m an authorised booker, can I use the mobile app to manage bookings?

Authorised bookers can only manage bookings using the web portal.  You can access the web portal from your PC, tablet or mobile phone if you have internet access. 

How do I book a “point-to-point” trip?

A “point-to-point” trip is a trip that has a pick-up location and a drop location.

Refer to CARS Fact Sheet 9.

What is the address that displays when I open CARS on my mobile device?

If you have ‘allowed’ location services on your mobile device, the current location will appear as the default pick-up location. If you want to change the pick-up location, you can clear the default address by clicking on the X.  Start typing in the new address.

You can also drag the pin on the map to where you want to be picked up.

How do I book a return trip?

You can only book a return trip in the web portal. Go to Bookings. Select the relevant tab > Current, Future or Past to find the original trip. Click on the trip number. A new page displays. Click on the return trip button and the Pick-Up and Drop Locations will be automatically populated for the return trip. Refer to Fact Sheet 14.

I don’t have a drop location. How do I book a vehicle?

If your drop location is not known, you can book a trip by selecting the estimated time a vehicle is required.

If using the mobile app, enter the same address in the drop location as you entered in the pick-up location. Select the date and time and then select the estimated time of your trip.

If using the web portal, make sure that you check the Drop Off Not Known box. Select the date and time and then enter the estimated time of your journey.

Refer to Fact Sheet 11.

I know the pick-up and drop locations but I don’t know the exact locations of my stops.

When you are adding stops to your booking, but you do not know the exact location, enter a suburb for your stop location. You can direct your COMCAR driver when you get on board.

Refer to Fact Sheet 10.

How do I change the time, date or locations of a booking?

You can amend your trip booking using the web portal or mobile app.

If using the web portal: Go to Bookings > Select the relevant tab > Current, Future or Past to find the original trip. Click on the trip number. A new page displays.  Click on the Edit Booking button. Make the changes to your booking and then click the Save button located above the picture of a driver.

If using the mobile app: Go to Trips > Select the relevant tab > Current, Future or Past to find the trip you wish to amend. On this page you can directly edit all details of the trip. After making your amendments, swipe up on the grey Trip Details banner and click on the Save button. Refer to Fact sheet 14.

I’m travelling with a child. Can I add a child restraint to my booking?

You can add child seats to your trip booking using the web portal or mobile app. Refer to Fact Sheet 12 for the mobile app or Fact Sheet 13 for the web-portal.

Can I book in cities where COMCAR doesn’t have any vehicles?

Yes. COMCAR maintains a fleet in all capital cities and uses hire cars and taxis to supplement the fleet at peak times and in regional and country areas.

I need to amend a booking for a trip that is happening in 30 minutes.

Any changes to a booking that has a pick-up time of less than one-hour ahead can be made by calling the National Operations Centre on 131 847. 

How do I know if my trip is confirmed?

As well as the status of your trip being shown on the web portal and mobile app, trip notifications are sent to the nominated email address advising when a trip is confirmed, amended, cancelled or finalised. Refer to Fact Sheet 5.

I pressed “Confirm booking” but the status of my booking says that it is “Unconfirmed”.

If a new booking has a lead time of less than one hour the status of the trip will be ‘Unconfirmed’ until actioned by COMCAR.  COMCAR endeavours to fulfil all booking requests and will contact you if a vehicle cannot be supplied given the short notice.

How do I know the status of my trip?

The status of your trip is indicated in both the mobile app and web-portal. The trip status will update in real time as your trip progresses.

In the mobile app, Go to Trips > Select relevant tab > CurrentFuture or Past to find the relevant trip. The status is displayed right hand corner of the Trip.  If you click on the trip, the status is displayed in the grey Trips Details banner. 

In the web-portal, Go to > Bookings. Select relevant tab > CurrentFuture or Past to find the relevant trip. The Status is displayed in coloured blocks.

STATUS DESCRIPTION

UNCONFIRMED

New trip with pick-up time within an hour. Requires action by COMCAR.

CONFIRMED

Booking has been received and confirmed. Trips are automatically confirmed if booked more than an hour in advance of pick-up time.

STARTED

Your vehicle and driver are on their way to the pick-up location. You can see the exact location of the vehicle in the Cockpit screen on the web portal or via the trip screen on the mobile app.

ARRIVEDPU

Your vehicle has arrived at the pick-up location.

POB

POB – Passenger on Board. Driver has indicated you are in the vehicle.

ARRIVEDDO

Your vehicle has arrived at the drop-off location.

COMPLETED

Your trip has been completed.

CANCELLED

Your trip has been cancelled and will not incur a charge as the cancellation was more than an hour in advance of the pick-up time.

LATE-CANCEL

Your trip was cancelled within an hour of the pick-up time and the minimum charge will be applied.
Privacy and your personal information
If I have location services turn on, on my mobile phone, am I being tracked?

Selecting ‘allow location services’ during the CARS mobile app set-up process allows the app to use your current location as a default pick-up address when booking a new trip.

The app does not track the MyLimo user at any stage.

COMCAR trip costs
Where can I find out the cost incurred for the COMCAR Trip?

When making a booking using the web portal, the approximate cost of the trip is displayed. After a trip is completed another approximate cost total will be displayed in the details of the trip. This may include other charges such as road tolls and airport rank fees. These approximate costs also do not take into account if the vehicle and driver were supplied by an affiliate company. 

 

These approximate costs will only be confirmed once the administration process has been completed. They will appear in your monthly invoice and/or in your expense reports from the Independent Parliamentary Expenses Authority.         

Who do I call if I have any questions about the COMCAR Trip amount?

If you have any questions about the expense incurred for a trip you can contact COMCAR Client Liaison by email comcar@finance.gov.au or by calling during business hours on 02 6215 1617.

Looking at a completed trip in the web portal I can see the charges for the trip and a check box which says “I have confirmed the charges for this trip” and a large Confirm button. What is this and what does it do?

You do not need to do anything and it does not matter whether you check the box or press on the confirm button. This is a feature of the software that COMCAR does not use.

Once a trip has been completed and the administration process finalised, the charges will appear in your monthly invoice and/or in your expense reports from the Independent Parliamentary Expenses Authority

Last updated: 06 December 2019