Incident Reporting

When to report an incident

Drivers must report any incident that affects:

• Safety
• Service delivery
• Vehicle condition
• Passenger behaviour
• Ability to complete a booking

Reporting incidents helps us protect both drivers and customers.

🚨 What should be reported?

Please report any of the following:

Road incidents

• Accidents (no matter how small)
• Near misses
• Vehicle damage during a job
• Breakdowns affecting a booking

Passenger behaviour

• Aggressive or abusive behaviour
• Unsafe or inappropriate conduct
• Refusal to follow reasonable instructions
• Situations where you feel unsafe

Booking issues

• Unable to complete a booking
• Passenger not present at pickup
• Incorrect booking details
• Disputes over fares or destinations

Refusals for safety reasons

Drivers are allowed to refuse a job if:

• They feel unsafe
• The passenger is behaving aggressively
• The booking cannot be completed safely

In these cases, you should always report it to the office as soon as possible.

🚫 Passenger restrictions

In some cases, drivers may request that they do not receive future bookings from specific passengers.

This may be due to:

• Previous aggressive behaviour
• Safety concerns
• Repeated issues or disputes

These requests will be reviewed by management and handled appropriately.

📞 How to report an incident

Incidents should be reported via:

• Phone call to the office
• Driver Companion (if applicable)
• Direct contact with management

Please report incidents as soon as possible after they happen.

🔍 What happens after you report

Once an incident is reported, we will:

• Record the details formally
• Review any available system data (e.g. GPS, job history, calls)
• Speak with the driver if needed
• Investigate the situation fairly

In serious cases, we may also contact external authorities or licensing bodies.

⚖️ Fair protection for drivers

Reporting incidents is not a negative action.

It is there to:

• Protect you as a driver
• Protect customers
• Ensure fairness in future bookings

Drivers will never be ignored when raising genuine concerns.

🧭 Summary

All drivers should:

• Report incidents promptly
• Prioritise safety at all times
• Refuse unsafe or inappropriate jobs if necessary
• Inform the office after any refusal or issue
• Use the system to help protect themselves and others