Apprehension

Process Name

Issue: Apprehension

Owner

CS/Risk Team

Frequency

Escalate to: 

1. CSO and City Manager to liaise with the authorities to help the customer and get the car released 

SLA

First response time: Under 15 minutes

Resolution time: Under 24 hours

Category: Reporting Incident 

How to tackle this?

1. CS advises the driver to negotiate with the Law Enforcement Agent (LEA) on possible ways to resolve the issue while assuring the driver of our CSO being informed.

2. CS fills the scorecard to log the incident into the system

3. CS escalates the incident to the CSO and cc Manager in the mail

4. Supervisor calls the CSO and informs him of the situation at hand with a request for assistance.

5. CSO reaches out to the driver again, to know the situation of the issue and equally sends the CSO’S number to the driver, as requested by CSO.

6. Driver calls CSO and he in turn will speak with the LEA to either resolve the issue or plead for a reduced amount as charges for penalty.

7. CS informs the incidents POC (CS), who will then follow up with the driver and CSO on the resolution of the issue

8. POC contacts the drivers who will inform POC of the charges.

9. POC is to make sure the driver raises and pays all the a

10. Driver is to bear 100% cost for all offences committed while driving, the company comes in for assistance only when the driver either finds it difficult to raise the money or has raised 80% of the charges. 

11. In a case where the company supports the driver for mount required as penalty charges or make sure the driver raises 80% of the amount charged before the company can assist with the remaining payment.payments, the CS informs the MS who adds it to a reconciliation sheet for the installmentally charges to be paid by the driver.