Emergency Response Policy

We maintain a 24/7 emergency protocol with live monitoring, medical and breakdown procedures, and coordination with local emergency services to protect passengers and staff.

Full (operational): Purpose: To provide a prompt, coordinated and safe response to incidents to minimize harm, damage and service disruption. Scope: Medical emergencies, road traffic accidents, fire, crowd incidents, security threats, missing persons, vehicle breakdowns and other operational incidents. Structure & responsibilities:

• Chain of command: Driver → On‑duty Dispatch → Operations Manager → Safety Manager. The Safety Manager oversees incident management and official communications. Core procedures:
• Initial response: Secure the scene, call emergency services if required (local emergency numbers), provide basic first aid and move people to safety.
• Communication: Driver reports immediately to dispatch with location, incident type, number of people involved and assistance required. Dispatch alerts Operations Manager and notifies family/emergency contacts as needed.
• Evacuation & safety: Follow vehicle evacuation protocols; avoid actions that put others at risk.
• Third‑party coordination: Cooperate fully with ambulance, police, fire services and local authorities.
• Evidence & records: Where safe, capture photos, record driver statements and log times for official records.
• Care & onward transport: Arrange medical follow‑up, alternative transport for unaffected passengers and psychosocial support when necessary.
• Vehicle recovery: Arrange recovery/tow and document damage; mobilize replacement vehicle to minimize disruption.
• Investigation & corrective action: Conduct internal investigations, preserve findings, implement corrective actions and update training.
• Notification & recovery: Inform affected customers, insurers and stakeholders; arrange compensation or rebooking as applicable. Preparedness:
• Regular training: First aid, fire response and accident simulations for drivers and dispatch staff.
• Emergency kits: Each vehicle carries a first aid kit, communication device and basic safety equipment. Passenger responsibilities: Comply with driver instructions, share important medical information at booking and contact 24/7 support in an emergency. Post‑incident contact: razmansalleh9@gmail.com (for post‑incident enquiries) and the 24/7 phone number shown in booking confirmations.