Accidents Process

The vehicle action details how the car should be handled from the monemt of the accident untill it is back online

The driver must immediately report the accident to:

• His Hub manager through a phone call

• The Ops team through a phone call

The driver will have to report the following:

• If a customer is present or not, this is also available info. already to the live OPS team

• If a customer is present, the OPS will have to report the case to the Customer Care team to call the customer and follow up

• Upon calling the customer and the status of the car and the condition of the driver one of these 3 scenarios are possible:

  • 1. The ride will continue normally as the damage is very minor or next to non

    2. The ride will continue with a backup cab and the driver

    3. The ride will be canceled as the customer can’t wait for a replacement and he/she will use another service.

• If the accident is not the driver’s fault and the driver who is at fault is willing to settle and compensate the driver for the damages, the driver will take a picture or video of the damage and send it to the hub manager. The hub manager will use the damage catalog to determine the amount our driver should ask from the other drive.

• Once the driver collects the amount he will deliver the amount to the hub manager, and the hub manager will transfer the amount to the finance team.

• The hub manager will visit the accident site promptly to inspect the vehicle and gather detailed information from the driver.

• Also, he has to take photos of the cab for the accident report.

If necessary, the hub manager coordinates with Mr. Wael Elashry to arrange for the vehicle's towing to our service center in Obour.

• If it is a major accident “Total Loss - Theft”, the police will be called by the hub manager to the site of the accident to create a police report for the insurance claim

• If it is a minor accident, the need to create a police report for the insurance claim will fall upon the maintenance team, if the price of the car parts exceeds a certain threshold “25% of the annual insurance limit” we need to file a police report.

• If a police report is needed the company lawyer will go to the police station to create the police report

The fleet team monitors the vehicle’s status during the entire repair process with the maintenance department.

• Once repairs are complete, the hub manager is responsible for retrieving the vehicle from the service center to the hub.

• The hub manager will be responsible for thoroughly inspecting the car interior and exterior at the service center.

The L&D team conducts a thorough investigation, focusing on:

• Feedback: Input from the hub manager and any available customer feedback.

• Vehicle Speed: Data from the ETIT system to analyze the vehicle’s speed during the accident.

• Driver History: A review of the driver’s past performance and accident history.

As a result the below course of action will be followed

• No disciplinary action is taken, however, the driver will be not considered for the R&R program for 1 month The incident is recorded.

A formal investigation is conducted by the Legal Department and L&D team.

• Termination is applied if a driver is involved in a second incident or has a history of reckless or speedy driving.

• Regular monitoring of cab speeds through ETIT, with a deduction scheme in place for violations.

• Regular monitoring of cab speeds through ETIT, with a deduction scheme in place for violations.

• Tracking and addressing Traffic violations to every driver on a bi-weekly.

• Ensuring drivers adhere to rest periods and are not overscheduled to minimize fatigue-related accidents.

• Ongoing checks by drivers and hub managers to identify potential vehicle issues before the driver's shift.

• Comprehensive defensive driving training sessions and refreshers are being delivered to all the B2B/B2C drivers to enhance driver awareness and safety practices. (Presentation / Assessment).

• Ensuring that all cabs are equipped with mobile holders to minimize distractions and prevent accidents that might be caused by drivers holding their phones while driving.

• Random drug tests are conducted monthly by the hub manager, covering 10% to 15% of all drivers.

• For new joiners, it is mandatory to undergo a drug test, with the results provided by El Borg Lab to HC.

• Ongoing review of accident trends and root cause analysis to identify common risk factors and implement corrective actions.

• Monthly accident report with accident & driver details.