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 |
|
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 |
|
claim centre | after 14:00 in the afternoon |
|
tow compound | before 14:00 in the afternoon |
|
tow compound | after 14:00 in the afternoon |
|
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 |
|
Must deliver the vehicle within 24 hours of the tow request. |
tow compound |
|
|
tow compound |
|
Must deliver the vehicle within 24 hours of the tow request. |
tow compound |
|
Can charge an additional day of storage. |