Short answer
Who do we contact when something goes wrong?
One number, +91 99745 30788, answered 24/7 by our office team, for every booking, change and problem. Large accounts also get one named coordinator. Each issue you report is confirmed in writing (WhatsApp or email) and confirmed again when it is fixed, and safety concerns can be raised confidentially with the owner.
Escalation matrices often fail because they have five levels and nobody answers the first one at night. Ours is short on purpose: the office answers around the clock and can act on its own, the coordinator owns the relationship with your company, and the owner handles anything about safety or a serious complaint. The written confirmation at each step means nothing gets lost between a phone call and a fix.
Escalation matrix
What does the escalation matrix look like?
Three levels, each with a clear job and a written trail.
| Level | Who | Handles |
|---|---|---|
| 1 | Office team, 24/7 number | Bookings, roster changes, delays, backup cars, driver details |
| 2 | Named coordinator (large accounts) | Repeat issues, monthly review, route and vehicle plans, SLA reports |
| 3 | Owner | Serious complaints, safety concerns (including confidential reports from employees), contract matters |
From report to fix
What happens after you report an issue?
Five steps, with your company told in writing at the start and at the end.
- You report it. By phone, WhatsApp or email to the 24/7 number.
- We confirm in writing. A WhatsApp or email confirming what was reported.
- We act. Backup car, roster fix, driver change or correction of records.
- We confirm the fix. In writing again once it is resolved.
- Review if it repeats. Repeat issues go to the coordinator and the monthly review.
Questions & answers
Escalation questions
From admin and HR teams.
Is the coordinator available at night?
The office line is answered 24/7 and can act on its own; the coordinator handles the account relationship and repeat issues.
Can an employee complain directly?
Yes. Employees can report a safety concern confidentially and directly to the owner.
What happens to a driver after a serious complaint?
A driver with a serious complaint is taken off that company's route; repeat complaints lead to removal.
How do we know an issue is closed?
We confirm the fix in writing, and the issue appears in the monthly review if you have one.
Do small accounts get a coordinator?
Smaller accounts are handled directly by the office team on the same 24/7 number.
Keep reading
Related contract guides
- SLA and service creditsMeasured service.
- Driver managementComplaints and removal.
- Accident procedureSerious incidents.
- All contract guidesThe full list.
Short general answers in our Knowledge Hub