Safety Related: Accident During Trip

Voice/Email Team:

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

1. Empathize – Check if everyone is Safe
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 > Accident During Trip & Arrange a Call back through Floor Supervisor

Note: Customer calls post the Ride Completion - Raise a ticket (How to Raise a Ticket?)– Complaint > Safety > Accident During Trip -Inform TAT - Within 48 Hrs.

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
• For Outstation: Refer KB Article: ORA Process

Disposition:

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

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