For All Recovery Pros
These guidelines protect you, the customer, and the wider road network. Every Recovery Pro is expected to follow them on every job, without exception.
- Operator Readiness
- Maintain a valid driving licence, insurance, and all required recovery‑related documents.
- Keep your Tugu profile updated with accurate ID, vehicle details, and compliance items.
- Ensure you are fit to work: no alcohol, drugs, or fatigue that could impair judgement.
- Wear appropriate PPE: high‑visibility clothing, gloves, and weather‑appropriate gear.
- Vehicle & Equipment Standards
- Your recovery vehicle must be roadworthy, taxed, insured, and compliant with local regulations.
- Conduct a daily pre‑shift check: lights, beacons, winch, straps, tyres, hydraulics, tools.
- Carry essential equipment: cones, warning triangles, jump pack, tow straps, wheel skates, safety markers.
- Immediately report any equipment faults and do not operate if unsafe.
- Safe Approach to Every Scene
- Park in a safe, visible position with beacons activated.
- Deploy cones or warning markers to create a protective zone.
- Assess the environment before exiting your vehicle: traffic flow, weather, visibility, hazards.
- Introduce yourself to the customer and confirm their identity and vehicle details.
- Customer Safety Protocols
- Move the customer to a safe location away from traffic before beginning work.
- Never allow customers to stand between vehicles or near recovery equipment.
- Provide clear instructions and maintain calm, professional communication throughout the job.
- Recovery Procedure Standards
- Follow approved loading, towing, and winching techniques.
- Never exceed your vehicle’s rated capacity or attempt unsafe manoeuvres.
- Secure the vehicle using proper tie‑down points and double‑check all straps.
- Avoid shortcuts: every step must meet professional recovery standards.
- Roadside Conduct
- Maintain professional behaviour at all times.
- Do not engage in arguments, unsafe requests, or actions outside your competence.
- Respect customer property and avoid unnecessary vehicle movement or damage.
- Keep communication clear, factual, and safety‑focused.
- Data & App Compliance
- Use the Tugu app to:
- Accept and complete jobs
- Update status accurately
- Upload required photos and notes
- Protect customer data: never share personal or vehicle information outside the job.
- Report app issues promptly through the correct support channels.
- Incident Reporting
- Report any accidents, near misses, equipment failures, or customer disputes immediately.
- Document incidents clearly in the app and follow Tugu’s escalation process.
- Do not leave a scene until it is safe and the job is properly closed out.
- Professional Standards
- Maintain a clean, respectful appearance and a well‑presented recovery vehicle.
- Communicate delays, hazards, or changes promptly through the app.
- Uphold Tugu’s values: safety, transparency, professionalism, and customer care.
- Zero‑Tolerance Policies
Tugu enforces strict zero‑tolerance rules for:
- Reckless or dangerous driving
- Substance use while on duty
- Fraudulent activity or falsifying job data
- Harassment, discrimination, or abusive behaviour
- Operating without required documents or insurance
Violation may result in immediate suspension or removal from the network.
Commitment to Excellence
By operating with Tugu, you agree to follow these guidelines on every job. They protect you, the customer, and the reputation of the entire network.