Safety Related: Unsafe Ride Experience - Driver Related

Voice Team:

For City Taxi/Ola Rental/Ola Share/Ola Auto:

1. Apologize – Ask the customer to DeBoard
2. Transfer the call to SRT – Disposition: Other > Call Transfer > Supervisor (How to Dispose?)
3. Call doesn’t get connected – Raise a ticket (How to Raise a Ticket?) – Complaint > Safety > Unsafe Ride Experience & Arrange a call back through Floor Supervisor

Note: Customer calls post the Ride Completion - Raise a ticket (How to Raise a Ticket?) – Complaint > Safety > Unsafe Ride Experience & Select Safety Reasons - Inform TAT - Within 48 Hrs.

Select: Safety Reasons (Mandate***)

Email Team:

1. Follow the steps as mentioned above
2. Submit the ticket as the"I need to Escalate this Ticket" and send an acknowledgement email to the customer. (How to Solve/Escalate the Ticket)

SRT Team: Follow the process as defined

Disposition:

(Ola Cabs/Auto KP) Complaint > Safety > Unsafe Ride Experience & Select Safety Reason (How to Dispose?)

(Ola Share) Complaint > Safety > Unsafe Ride Experience - Driver Related & Select Safety Reason (How to Dispose?)