Last updated 2025-02-06

Tow service level requirements

A list of service level requirements that apply to vehicle tows.

Tow destination and service standards

Towing timelines and service standards vary according to the following tow destinations:

  • claim centre
  • repair facility, and
  • salvage facility.

Claim centre destination

The following table outlines the service level requirements that apply to vehicle tows from a tow compound to a claim centre in the tow company's local service area.

When the tow request is placed ... Then the tow company must ...
during regular business hours deliver a vehicle to a claim centre within 3.5 hours of the tow request.
3.5 hours prior to closing time of local claim centre not charge additional storage rates after midnight (00:00).
3.5 hours after closing time of local claim centre
  • charge additional storage rates after midnight, and
  • deliver the vehicle to the claim centre by 11:00 the next business day.

Repair facility destination

The following table outlines the service level requirements that apply to vehicle tows to a repair facility in the tow company's local service area.

When the tow origin is from a ... And the tow request is placed ... Then the tow company must ...
claim centre before 14:00 in the afternoon
  • pick up the vehicle within 2.5 hours of the tow request, and
  • deliver the vehicle before 16:30 the same business day.
claim centre after 14:00 in the afternoon
  • deliver the vehicle by 11:00 the next business day, and
  • notify repair facility that vehicle has been delivered.
tow compound before 14:00 in the afternoon
  • pick up the vehicle within 2.5 hours of the tow request
  • deliver the vehicle before 16:30 the same business day, and
  • not charge additional storage rates after midnight.
tow compound after 14:00 in the afternoon
  • deliver the vehicle to the claim centre by 11:00 the next business day
  • not charge additional storage rates after midnight, and
  • notify repair facility that vehicle has been delivered.

Salvage facility destination

The following table outlines the service level requirements that apply to vehicle tows to a salvage facility in the tow company's local service area.

When the tow origin is from a ... And ... Then the tow company ...
claim centre
  • the tow request is placed 5.5 hours prior to the claim centre closing time, and
  • the salvage facility has or does not have 24-hour access
Must deliver the vehicle within 24 hours of the tow request.
tow compound
  • the tow request is placed during regular business hours, and
  • the salvage facility has 24-hour access
  • must deliver the vehicle within 24 hours of the tow request, and
  • cannot charge an additional day of storage after the date of request.
tow compound
  • the tow request is placed during regular business hours, and
  • the salvage facility does not have 24-hour access
Must deliver the vehicle within 24 hours of the tow request.
tow compound
  • the tow request is placed after 12:00 midday, and
  • the salvage facility does not have 24-hour access
Can charge an additional day of storage.