Vehicle is Immobilised

Process Name

Issue: Vehicle is Immobilised 

Owner

CS/PE/Risk Team

Frequency

Escalate to: 

1. PE and Risk Team to mobilise the vehicle if the customer has made the payment and responded to the After Immobilisation email. 

2. Risk team to recover the vehicle if the customer has said that he won’t be clearing the outstandings. 

SLA

First response time: Under 1 hour

Resolution time: Under 24 hours

Category: Escalation Policy 

Possible reasons:

1. Customer did not meet the weekly KPIs

2. Customer has an outstanding above city defined Escalation policy

3. Customer tampered with the Telematics Device

4. Account deactivated by Uber 

5. Any criminal case reported against the customer 

6. Total Immobilisation count exceeded 3 

How to tackle this?

1. Check what is the reason for the immobilisation - refer to the email sent to the customer (After Immobilisation Email). 

2. Share the guidelines with the customer to have his vehicle mobilised