Protocols for Incident Response and Safety Management

Introduction

This protocol outlines the procedures for responding to incidents and managing safety risks associated with our electric scooter rental business. The purpose of this protocol is to ensure the safety of our riders and the general public, and to minimize the risk of accidents, injuries, and property damage.

Major Risks

The following are the major risks associated with our business:

• Traffic accidents involving riders and other parties
• Theft and vandalism of scooters
• Safety hazards, including rider behavior that may pose a risk to themselves or others

Incident Response Procedures

The following procedures should be followed in the event of an incident:

Traffic accidents:

• In the event of a traffic accident, the rider should call emergency services (911) immediately if there are any injuries to either the rider or other parties.
• The rider should also report the incident to our customer support team as soon as possible, providing as much detail as possible about the incident, including the location, time, and extent of any injuries.
• The customer support team should provide the rider with information about next steps and any necessary follow-up, including contacting 911 to report the accident.
• The customer support team will monitor the situation and provide updates to the rider as necessary, including information on police or medical units that have been dispatched.
• A local operator will also be dispatched to the scene in order to assess personal injuries, property damage, and any vehicle damage. 
• Finally, Levy should conduct a thorough review of the incident to identify any potential areas for improvement in its incident response protocols or safety procedures.

Theft and vandalism:

• If a scooter is stolen or vandalized, the rider should report the incident to the Levy's customer support team immediately.
• The customer support team should advise the rider to report the theft to the police and obtain a written report of the incident.
• The customer support team should work with law enforcement to recover the stolen scooter and investigate the incident by providing real-time GPS data and serial numbers of the vehicle. 
• Finally, Levy should conduct a thorough review of the incident to identify any potential areas for improvement in its incident response protocols or security measures.

Safety hazards:

• If a rider is observed engaging in unsafe behavior or violating local laws or regulations, the Levy's customer support team should provide a warning to the rider and advise them to correct their behavior.
• If the rider continues to engage in unsafe behavior or repeat violations, their account will be suspended and any active trips will be ended. 
• Examples of unsafe behavior or violations may include riding on sidewalks or in prohibited areas, ignoring traffic signals or signs.
• Levy's customer support team should maintain records of any safety violations or incidents, including the actions taken in response to each incident.
• Levy's should periodically review its safety policies and procedures to ensure that they are effective in promoting rider safety and reducing the risk of accidents or injuries.

Unauthorized Parking:

• Riders who park a scooter in an unauthorized location will receive a notice of violation via the Levy app and SMS, requesting that they move the scooter immediately.

• If the scooter is not moved within a specified period of time, Levy's team will remotely disable the scooter until it can be moved to a safe, authorized location.

• Repeat offenders who repeatedly park scooters in unauthorized locations may have their account suspended or terminated.

• If the scooter is parked in a location that poses an immediate safety hazard or impedes emergency response vehicles or pedestrian traffic, Levy's team will have the scooter moved.

• If the scooter is parked in a location that is considered a tow-away zone or impoundment area, Levy's team may arrange to have the scooter removed at the rider's expense.

Unauthorized Rider Protocol:

• Levy electric scooters are intended for use by registered riders who have downloaded the Levy app and completed the registration process.

• If an unauthorized rider is caught using a Levy electric scooter, the scooter will be remotely disabled, and Levy's team will be alerted. Levy will take immediate action to retrieve the scooter.

• Levy reserves the right to pursue legal action against any unauthorized rider caught using our electric scooters.

• Registered riders are responsible for ensuring that they do not allow unauthorized individuals to use their Levy account to access our scooters.

Battery Depletion While Riding:

• Riders who run out of battery while riding will receive an alert on the scooter's dashboard, warning them to safely pull over to the side of the road and discontinue use of the scooter.

• If the rider is able to safely move the scooter to a nearby authorized charging station, they should do so immediately. 

• If the rider is unable to move the scooter to a charging station, they should contact Levy's customer support team immediately for assistance. Levy's team will remotely disable the scooter and dispatch a technician to retrieve the scooter and transport it to a charging station.

Emergency Notifications:

• In the event of an urgent matter that requires immediate attention from riders, Levy's customer support team will provide notices via multiple channels, including phone, email, and text.
• This approach ensures that riders receive urgent notifications in a timely manner and allows them to take appropriate action.
• By using multiple channels for urgent notices, Levy can also ensure that riders receive notifications through their preferred method of communication, whether that be email, text, or phone call.

Phone Battery Depletion Protocol:

• It is the rider's responsibility to ensure that their phone has sufficient battery life to unlock and lock the Levy electric scooter.

• If a rider's phone battery dies while using the scooter, they should immediately park the scooter in a safe and appropriate location and contact Levy's customer support team.

• Levy's team will remotely disable the scooter until the rider is able to lock it manually or recharge their phone.

• It is important that riders ensure that their phone is fully charged before beginning their ride to avoid any inconvenience.

• Additionally, if the scooter is not moved for more than 60 minutes, it will automatically be locked for security purposes.

Payment Disputes:

• In the event that a rider disputes a payment or charges on their account, they should contact Levy's customer support team immediately. Levy's team will review the billing and issue any refunds if there are known errors. In the case that the disputed payment is deemed accurate, Levy will provide documentation to support the charges.
• If a payment dispute cannot be resolved by the customer support team, Levy's management will be notified to investigate further.

Data Breaches:

• Levy's team will take immediate action to protect all customer data and secure the breach in the event of a data breach
• Customers will be notified as soon as possible regarding the breach, and provided with instructions on how to protect themselves from potential identity theft or other harm
• Levy's team will investigate the breach to determine the cause and extent of the breach, as well as what data may have been accessed or stolen
• Once the investigation is complete, Levy will take all necessary steps to prevent similar incidents from occurring in the future
• Levy takes customer data privacy and security very seriously and will comply with all applicable laws and regulations regarding data breaches
• Customers impacted by a data breach may be eligible for free credit monitoring and identity theft protection services
• Customers who believe they may have been impacted by a data breach should contact Levy's customer support team immediately for further assistance.