Reporting Accidents

Process Name

Issue: Reporting Accidents

Owner

CS/Risk Team

Frequency

Escalate to: 

1. Risk Supervisor and CSO 

2. Inform PE and Fleet team on the accidents

SLA

First response time: Under 15 minutes

Resolution time: Under 24 hours

Category: Reporting Incident 

How to tackle this?

1. Request the customer to be patient and confirm if everyone involved in the accident is fine. 

2. CS to request for pictures of the damaged part of the vehicle or vehicles involved to make a report.

3. CS escalates to the Risk Supervisor who then investigates the incident using the dashcam to know the cause of the accident and give a report.

4. Drivers are always advised to remain honest and should not take responsibility for any actions if in case it's not their fault and they should report to the nearest police station in cases where they’re unable to resolve the case on the spot.

   1. Third Party (TP) involvement: CS advises the driver to hold the 3rd party responsible for the damages done on our vehicle, if the fault is from the 3rd party. 

5. Supervisor reports to the CSO who then engages with the driver and Investigating Police Officer

6. Supervisor  follows up with the CSO for issue resolution.

SLAs - Freshdesk (check) 

1. Tickets are assigned to the agents on duty and are categorised based on their priority.

2. The agent’s dashboard shows the tickets statuses: opened/closed/pending.

3. The agent gets a notification via email once a ticket has been assigned to them during their shift.

4. The agent is expected to respond to the assigned ticket within a specified time as stated in the table below.

5. The table shows the first response time and resolution time for each ticket according to the priority.

6. The agent and supervisor gets a reminder 30 mins before the expiration of a ticket

7. Immediately after a ticket expires and has not been resolved, the agent, Supervisor & Manager gets a notification which is known as the first escalation. 

8. 30 mins after a ticket expires and has not been resolved, the TC, Supervisor & Manager gets a notification which is known as the second escalation. 

9. A third escalation then goes to the manager and the Country Manager 1 hour after the ticket expires without any resolution. 

10. For any ticket that needs a resolution from an external party, the status should be changed to pending & a note should be added for a detailed explanation to avoid violating the SLA