00.00K00039D

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Technical
information
TI No.: 00.00K00039D
Distribution list: D
Distribution date:
17.04.2018
Valid until:
The point of contact is the EvoBus after-sales service in each country
Model:
All marques and models
TITLE:
Conduct in the event of “extraordinary occurrences in the
field” (BViF)
Replaces: 00.00K00039C
Reason:
Duty to report violation of statutory rules and regulations, updating of responsibilities, updating
of department names, signs of potential SCE relevance
INFORMATION
While our vehicles are in service, there may be an occasion when an unforeseeable
extraordinary incident occurs requiring a swift, in-depth investigation by the manufacturer.
In order for us to be able to clarify the incident and initiate the necessary steps as quickly as
possible, it is absolutely essential that we be notified immediately. If we receive the report of an
incident late and, in the meantime, modifications or alterations may have been made to the
vehicle concerned, it becomes very difficult for us to conduct an investigation.
Incidents subject to mandatory reporting include the following in particular:
• All incidents involving personal injury or loss
• All incidents involving fire damage
• All incidents where there are signs of potential SCE relevance (Safety, Compliance, Emission)
• All incidents where there is suspicion of a technical cause that is expected to incur a
damage/loss value in excess of approximately € 25,000
• All incidents in which the customer makes a credible threat to approach the authorities
(vehicle licensing agency, police, public prosecutor's office, or similar), the press or bus
associations or has already done so
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• All incidents in which we as manufacturer are in possible violation of statutory rules and
regulations
NEW:
Incidents subject to mandatory reporting also include all events involving personal injury
or loss or an expected damage/loss value in excess of approximately € 25,000 where the cause
is attributable to accidents in traffic.
If any incident subject to mandatory reporting occurs, we ask you to take the following
measures:
1. Send the report “Extraordinary occurrences in the field” (refer to enclosure) as soon as
possible to Customer Service by fax or e-mail. Fax number:
From Germany: 0711-17-79031519
From abroad: +49 711-17-79031519
E-mail: [email protected]
2. Exert your influence on site to ensure that absolutely no modifications or alterations are
made to the vehicle concerned. In particular, no repairs may be carried out and no vehicle parts
may be removed or altered. In addition, no attempt to read or delete data, such as fault
memories or parameter configurations, using diagnostic tools is permitted under any
circumstances.
3. Save a copy of all information to which you have access (especially vehicle data) and try,
where possible, to create a (digital) photographic record without undue delay, then forward this
to Customer Service.
4. If the police or other public authorities have been approached, please be sure to identify the
authorities concerned and, where possible, the name of the reporting person so that queries
can be made. The same applies if external expert assessors have been notified (by a third
party).
5. If the press has been notified, the contact details of the parties engaged (local newspaper,
agency, radio station, etc.) will also be of interest.
6. Determine, where possible, the insurance schemes in force, especially those relating to the
vehicle and, if applicable, the owner operator (fully comprehensive and third-party liability
insurance).
The report enclosed “Extraordinary occurrences in the field” contains the essential data that we
need at the very least to be able to deal with the incident. If you happen to receive more
detailed information after the report has been submitted, please be sure to forward this
immediately.
Shortly after we receive the report, we will be in touch to agree on the necessary level of
assistance to be provided and to coordinate on what will happen next. As far as possible, we will
endeavour to provide support on site.
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Your immediate report is the basis for analyses carried out by us and by any suppliers that may
be affected. Depending on the issue at hand, it might be necessary to enlist inspection
authorities or expert assessors. Further measures of this kind will be arranged and covered
financially by us so that there will be no consequential costs for you or the customers concerned
(which would otherwise be the case if experts were appointed directly).
Analysis of the incidents reported to us helps us in the long term to improve the quality of our
products and increase their reliability.
We would be grateful if you would also pass on this procedural information to your colleagues,
especially technicians working in the 24h recovery service and colleagues in your telephone
answering service.
BUS/MAC
BUS/MAC-C
pp.
pp.
Johannes Lehmann
Markus Fischer
Attachments
●
→ document: Report “Extraordinary occurrences in the field” (docx)
●
→ document: Report “Extraordinary occurrences in the field” (pdf)
●
→ document: Guiding questions for establishing potential SCE relevance
This document may contain confidential information.
For information only. Subject to ongoing technical
Distribution outside the production plant's distribution list is not
development. Not subject to the amendment service.
permitted.
https://busdoc.i.daimler.com/busdoc/index.jsp
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