When Adrian Thompson is asked what he does, he hesitates.
He knows once he says he manages a car rental company, a heated conversation will probably follow.
He also knows by the end of it, the person he is talking to will better understand just how hard some rental companies are working to help reduce the issues with tourist drivers on New Zealand roads.
His boss, Go Rentals general manager James Dalglish, of Auckland, says rental companies have ''taken note'' of the issues and the industry is working on it.
'' ... right through our business, everybody is putting time and effort into it.''
At Go Rental, between booking the car and picking it up, customers receive at least six emails containing information on driving in New Zealand.
They include a driver education video and other information, in the customer's own language, where possible.
The company's website also links to the video and more education resources are to be uploaded there soon.
Mr Thompson said in other countries, drivers showed their licence and were given keys, but his staff were trained to assess competency levels behind the wheel.
''The first [question they ask] is 'Have you driven in New Zealand before?'"
Customers were also asked how familiar they were with New Zealand road rules.
Staff went through a pamphlet with them, discussing things foreigners might be unfamiliar with, including roundabouts, give ways and pedestrian crossings.
When a language barrier made it difficult to assess tourists' knowledge and understanding, Mr Thompson took the customer for a driving test.
Five times in the past five weeks a hire was refused following the test.
While the Otago Daily Times was at the Queenstown branch a hire was refused, to a man who had been issued a ticket by police for failing to keep within his lane.
''Sometimes the end result is saying 'it's not safe for you, it's not safe for others, I suggest you get a bus','' Mr Thompson said.
For those able to hire a vehicle, there was another conversation before they drove away, and information tags on the rearview mirror and steering wheel, an initiative launched in Queenstown last year, had to be removed.
Mr Dalglish said the more places drivers got the information, the better.
''At no stage is an accident ... in any way, profitable, or good for our business.
''We want them to have a decent holiday and to enjoy the experience and get home.''
Statistically, the issue is worse in the Otago-Southland region, largely due to the number of rental vehicles on the road.
Go Rentals' damage report for the year to the end of February showed there was damage - including everything from a ''fender bender'' to a ''complete write-off'' - in 1.78% of all hires, down from 1.93% in the 12 months to March 2013.
Drivers from countries where traffic travels on the right were ''significantly'' over-represented in those figures.
While both men acknowledged it had become an emotive issue, ''shouting and screaming at tourists'' was not going to help, Mr Dalglish said.
''Taking keys off people, punching tourists in the face is not the right way to solve this problem.''
Go Rental acknowledged it was in its interests to educate foreign motorists to the best of its ability.
In some ways, the Government's signature project targeting visiting drivers was exciting, because it was an opportunity for New Zealand to lead the way.
''I've hired cars all over the world and never once have I been given a piece of education. I hand over my licence and I get the keys.''
However, it was not solely the rental companies' responsibility to solve the problem.
''A collaborative approach ... the New Zealand Transport Agency, the police, the Rental Vehicle Association and the Tourism Industry Association - that's what's going to make the change here.''
