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Vehicle Recovery Process and Risk Notifications

If you discover your vehicle has been stolen, immediately contact Tracker’s 24-hour National Secure Operating Centre (0800 13 23 23) to activate the vehicle’s tracking unit.

Alert & Retrieve

Once the unit has been activated, the following recovery process will occur:

  • All details of the crime are captured on our system and an encoded signal is then transmitted to the unit.
  • The unit will acknowledge the signal that is being transmitted and the tracking and recovery process will commence.
  • All our recovery vehicles and aircraft are fitted with a Vehicle Tracking Unit (VTU), and if your stolen vehicle is within the range of one of these units, they will pick up the signal.
  • Our highly trained and efficient tracking teams, including the SAPS, will then track the signal.
  • Note: Any vehicle which is reported stolen or hijacked, or is involved in a crime of any sort, must be reported to the SAPS and the vehicle will be sent to the SAPS pound for processing. You should take your ID Book and proof of ownership with you to the pound when you collect your vehicle.

Risk Notification (Alert Only)

  • When you park your vehicle, the Tracker Alert unit automatically turns on after the keyfob has been removed.
  • When the vehicle starts moving again, the Tracker Alert system attempts to establish a connection with the fob. A connection will only be established if the fob is in the vehicle.
  • If, after the predetermined time, a signal is not received from the fob (indicating that you are not in the car), Tracker Alert sends an alarm notification to Tracker’s Secure Operating Centre.
  • Tracker’s Secure Operating Centre will then contact you to enquire whether or not you are aware that your vehicle is moving.
  • If you confirm that the movement is unauthorised, your vehicle’s Tracker System will be activated through the normal Tracker procedures and protocols, and the recovery process will start immediately.

SkyTrax, Fleet and ExecuFleet

  • Call Tracker SkyTrax on 0800 13 23 23.
  • We will then send one of our recovery teams to the location of your vehicle.
  • Once the vehicle has been located, our tracking teams will contact the SAPS. Any vehicle which is reported stolen or hijacked, or is involved in a crime of any sort, must be reported to the SAPS and the vehicle will be sent to the SAPS pound for processing. You should take your ID Book and proof of ownership with you to the pound when you collect your vehicle.

Risk notification

In the event of a risk notification, the Tracker Fleet Vehicle Recovery Control Centre will first attempt to contact you via your cell phone. The operator will determine whether or not you are in danger by asking you to identify your situation and to reveal your secret cancellation code. If your response does not match the alert we received, or if the cancellation code is incorrect, it will be assumed that you are in danger and a recovery team will be dispatched immediately.

A recovery team may also be dispatched if the phone is not answered.

High-risk notifications include:

  • High-risk areas and border alert
  • Vehicle battery power disconnection
  • Vehicle being towed

Important note

Alert & Retrieve

The recovery process outlined above can only take place if the tracking unit is in good working order, so it is important that you test your unit at least twice a year. The Tracker Self Test is a quick, easy and efficient system – click here to find out how to test your unit.

We advise you to test your unit if any electrical work has been done to your vehicle or if it was involved in an accident.

SkyTrax

Due to SkyTrax being a GSM and web-based product, the unit runs a selt-test sequence regularly. If there is something wrong with the unit, the SkyTrax helpdesk will contact you to take it in for the necessary repairs. Regular use of SkyTrax Web by the customers is also encouraged as a faulty device can be detected.

We advise that you contact the helpdesk before any electrical work is done to your vehicle as well as after any accident repair work has been done.

Did you know?

Tracker has some 1 300 vehicles and 50 aircraft in its recovery arsenal – we have the nation covered!

Tracking equipment has also been installed at all of South Africa’s border posts.

 

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