NTUC Income Car Coop

Frequently Asked Questions


Reservation	Insurance / Billing / Petrol	Membership

Am I able to reserve a car when I need one? How far in advance or how short a time can I make reservation for a car? How do I collect a car using the GSM or Key Manager system? I live in Tampines. Can I use a Car Co-Op car at other locations? Can I collect a car from one location and return it at a different location? What should I do If I need to drive the car for a longer period than I reserve?	Is motor insurance included? Where can I download the GIRO form? How will the car usage be charged to me? Do I need to refill the petrol tank every time I use a Car Co-Op car? Can I use Mobil speedpass at Esso stations and where are they located? What if the speedpass is faulty?	What is the criteria to join as a member of Car Co-Op? Which price plans should I choose? Can I let someone else drive a Car Co-Op car? I have lost my smart card. What should I do? How do the Car Co-Op charge the membership renewal? Why do the Car Co-Op need to charge for membership fees? How do I terminate my membership?

While Driving	Review Committee	Malaysia Usage

What should I do if I were to be involved in an accident while using a Car Co-Op car? I encounter a flat tyre. What should I do? I encounter a flat battery. What should I do? I left the car lights on and encounter a flat battery. What should I do? I find myself locked out of the car park at night while returning the car. What can I do?	Why was the Review Committee set up? How are car damage cases usually handled by the Car Co-Op? What does the Review Committee do? Is the Review Committee’s decision final? Do I get compensated if I join the Review Committee?	How do I top-up petrol when I am driving a Car Co-Op car in Malaysia? Can I use the ExxonMobil speedpass? How do I seek reimbursement for the petrol refuel in Malaysia? Are the toll charges included in the rates for Malaysia usage? How does the Malaysia usage surcharge apply on the rental charges? If I need to book a car to Malaysia, what must I do? Why must I submit the 3-day notice and application for driving to Malaysia? Can I drive the Group U minivans to Malaysia? If an accident occurs during my usage in Malaysia, what should I do? What is the accident excess?

Am I able to reserve a car when I need one?

If you book 24 hours in advance, the success rate is 95% on weekdays and 85% on weekends/public holidays.

For spur of the moment reservations, the chances are 80% and 70% for weekdays and weekends respectively.

If you cannot reserve a car of your choice or at your preferred location, you can always try another location or switch to a taxi or MRT/bus to reach you destination. It is not an issue with our members.

For important occasions, most members usually book in advance to improve their chances of getting a car of their choice at their preferred site.

How far in advance or how short a time can I make reservation for a car?

Members are allowed to make reservation from up to three (3) months in advance or as short as 15 minutes for the cars.

How do I collect a car using the GSM or Key Manager system?

You can view the GSM video or the Key Manager video to learn how easy it is to collect a car.

I live in Tampines. Can I use a Car Co-Op car at other locations?

You can use a car at any of the 50 public locations. Click here for the location guide.

Can I collect a car from one location and return it at a different location?

No.

This is because there would be a need to reposition the car to the original location. The repositioning will add to the usage costs without improving the benefits meaningfully. Taxis are freely available and more efficient for one-way trips.

What should I do If I need to drive the car for a longer period than I reserve?

Kindly give us a call at 6788-8788 to extend your reservation at the normal rates if the vehicle is available.

If the vehicle is returned later than reserved period, a late charge of $0.50 per minute will be billed to the member. An additional penalty of $15 will be charged if a member is kept waiting for the car for 10 minutes or more.

Is motor insurance included?

When an authorised member drives a Car Co-Op car without violation of the terms and conditions, he is covered by a comprehensive motor insurance.

However, a new member is liable for the first $2,000 excess per damage claim. The excess is progressively reduced in subsequent years if the member maintains a good record and does not file any claims.

Where can I download the GIRO form?

The GIRO form can be downloaded here.

How will the car usage be charged to me?

The invoices are sent to the members on the 10th of every month for the previous month's usage. GIRO payment is compulsory and the deduction is carried out on the 18th of every month if you have outstanding fees.

If you have just joined the Car Co-Op and while the GIRO application is being processed by your bank, the first two invoices can be paid by cheque through the mail (payment method is indicated on the invoice).

Cash and NETS are also accepted at any NTUC Income branches.

What should I do if I were to be involved in an accident while using a Car Co-Op car?

If you are involved in an accident, please make a report to our 24-hour call centre at 6788 8788. Our Customer Service Centre staff will access the situation and advise on the appropriate measures to be taken.

Do I need to refill the petrol tank every time I use a Car Co-Op car?

Not necessary unless the petrol gauge shows 1/4 level or less at the end of your reservation.

As a courtesy to the next user, the member needs to refill the petrol tank at any ESSO/MOBIL stations using the automated easy-to-use Speedpass Tag.

The petrol cost is charged to the Car Co-Op. The member need not have to pay for the refuelling.

Can I use Mobil speedpass at Esso stations and where are they located?

You can refuel petrol at any Esso stations.

What if the speedpass is faulty?

This is rare. If the Speedpass tag or the station tag reader is faulty, top-up and pay for the petrol first.

Keep the petrol receipt and submit a claim from the Car Co-Op. Please call our 24 hour hotline number at 6788 8788 and send the original petrol receipt to the Car Co-Op at the given address below. Please indicate your membership ID behind it.

1 Kaki Bukit Road 1, Enterprise One #03-36, Singapore 415934

We shall credit the reimbursement amount to your next invoice.

Which price plans should I choose?

The Car Co-Op offers you 2 price plans.

Valueshare Plan is suited for members who need to drive more than 10 hours a month. You will enjoy discounted rates of up to 33%. But you will need to commit to a minimum usage of $55 a month. There is a 6 months contract.
Standard Plan is for members who just need to drive occasionally every now and then. Tariffs are slightly higher but there is no minimum monthly usage. Members under this plan can convert to Valueshare plan in the next calendar month without any additional charge.
You may view sample of our members' bills to see the difference between the price plans.

What is the criteria to join as a member of Car Co-Op?

You can join the Car Co-Op if you are:

At least 23 years of age; and
Holder of a Class 3 Driver's License for 30 months or more; and
Singapore Citizen or Permanent Resident or Employment Pass holder; and
Not an undischarged bankrupt; and ever convicted of any offence punishable with imprisonment.

You can sign-up online at www.carcoop.com.sg

Can I let someone else drive a Car Co-Op car?

Membership and privileges are NOT transferable.

Usage of a Car Co-Op car by an unauthorised driver is a serious violation of the Terms and Conditions of Membership and illegal as the unauthorised driver is driving without proper insurance cover.

I have lost my smart card. What can I do??

Please report your lost to the admin office at 6848 7900 as soon as possible. We will barred the usage of the lost card and send a replacement card to you. There will be a fee of $25 involved for the replacement card.

How do the Car Co-op charge the membership renewal?

From April 2007, the membership renewals will occur half-yearly instead of every quarter after the first year of membership. Membership renewals in advance occur every half-yearly after the first year of membership at $60 (subject to change).

The renewal quarters are April to September and October to March. For the first half-yearly membership renewal, the member may be billed for part of the membership renewal if their renewal period do not coincide with the above-mentioned quarterly periods. For example, a member with a first year membership ending on 15 Mar will be billed 3.5 months at $35 for membership fee from 16 Mar to 30 June. Subject to applicable GST.

Why do I need to pay for the registration and annual subscription fees?

These are the reasons we charge the registration fee.

1. To cover the cost of the smart card from INVERS;
2. To cover the acqusition cost of new members, e.g. marketing and promoter;
3. Screening and processing of new application;
4. The induction course;
5. The setup cost of creating a new membership account.

These are the reasons why the annual subscription fee is necessary:

1. To spread the fixed cost of the carpark;
2. To spread the fixed costs of road tax and insurance;
3. Costs of regular maintenance so the members can drive a clean and safe car;
4. To have an Admin team to handle the backroom support and to assist in any second level problems.

How do I terminate my membership?

For members who wish to terminate, please send an email to feedback@carcoop.com.sg and give us one month to process your termination. For early termination, there will not be any refund of the membership and registration fees. Reference to the Car Co-Op “Terms and Conditions of Membership”, Clause 12.2, a one month prior written notice is required for termination of membership.

Kindly note that your security deposit (via cheque or credit into bank account) will be sent to you within 60 Days should there be no vehicle usage from yourself during the month of notice period. However, if there is any vehicle usage during the month of notice period, the security deposit will be sent to you within 60 Days. Should deduction of renewal take place; we will arrange a refund together with your deposit.

While driving, I encounter a flat tyre. What should I do?

All Car Co-Op cars come with a spare tyre, you can change the flat (punctured) tyre yourself or call the 24-hour call centre at 6788 8788 to send a breakdown service truck.

After the flat tyre is replaced, please drive to the nearest tyre shop/petrol kiosk to have the punctured tyre repaired. If you have no time to get the puncture repaired, please inform the 24-hour call centre so the Car Co-Op can arrange to fix it.

However, the cost of the breakdown service or puncture repair shall be borne by the member.

I encounter a flat battery. What should I do?

Please contact our 24-hour hotline at 6788-8788 for assistance.

I left the car lights on and encounter a flat battery. What should I do?

Please contact our 24-hour hotline at 6788-8788 for assistance. They will send a breakdown service truck to jump-start the battery. The charge is borne by the member.

I find myself locked out of the car park at night while returning the car. What can I do?

Please look for the security guard for assistance. They will assist you in such circumstances.

Why was the Review Committee set up?

To settle the occasional disputes: Arises when a member held liable for a vehicle damage or penalty denies responsibility.

It acts as an independent body to review and check the Car Co-Op's investigation process and its decisions. This is to ensure that the members are treated fairly and properly.

How are car damage cases usually handled by the Car Co-Op?

A member or service personnel reports a new damage to the Car Co-Op;
The Car Co-Op service personnel investigates the damage(s);
If no earlier report is filed on the said damage, a Damage Advice is served on the responsible member (last user from the first instance report);
If an investigation decision is disputed by a member, the matter is escalated to the Management Committee for review;
If a member disagrees with the Management Committee, the member has the right to have the case arbitrated by an independent mediation centre.

What does the Review Committee do?

The Review Committee convenes fortnightly if there are at least 3 cases submitted for review at each meeting.
When a member feels he/she is not getting a fair review but is unwilling to take the independent mediation option.
Dissatisfied members can opt for a review by the Review Committee with the payment of a modest administrative fee ($20 per case).
The Review Committee will have 2 - 3 members at each meeting and will have access to all information available on the case.
It acts as an independent body to review and audit the investigations and decisions taken by the Car Co-Op management are fair and proper.
There will be at least 1 facilitator in every meeting to assist the Review Committee members.
The facilitator and the Car Co-Op are not allowed to argue or present new facts on the case at the review.
The members whose cases are under review are not allowed to attend. This is not a hearing but a review of the process.
All related materials on the case are available to the Review Committee. Additional materials, if available, can be requested by the Review Committee members if they are relevant to the case.

Is the Review Committee’s decision final?

The Review Committee’s decision is by a simple majority and is not final.
If a member still disputes the outcome, they can still take the external mediation option.
The Review Committee is not required to justify its decisions to the Car Co-Op or to the members.

Do I get compensated if I join the Review Committee?

Each Committee member is reimbursed with S$20 per hour (2 hours per meeting) and S$8 transport allowance for each meeting that they attend at the Car Co-Op office.
The Review Committee members cannot be involved in cases in which they have a direct or indirect interest.
The identity of the Review Committee members will be kept confidential.
The Car Co-Op will indemnify the Review Committee members against any liabilities in connection with any decisions arising from their participation.

How do I top-up petrol when I am driving a Car Co-Op car in Malaysia? Can I use the ExxonMobil speedpass?

The speedpass is for Singapore usage only.

When you are in Malaysia, you can refuel the Car Co-Op car at any petrol stations with Octane 95 grade petrol and pay first. You can seek reimbursement from the Car Co-Op. Petrol usage is included in the Malaysia usage rates. Malaysia refers to West Malaysia and does not include Thailand.

How do I seek reimbursement for the petrol refuel in Malaysia?

You should ask for an official receipt from the station. Send the receipt to us via email to carcoop@income.com.sg or fax it to 6547 5501. We will convert the Malaysian ringgit unit at prevailing rate and offset the petrol receipt against your Malaysia car usage.

Keep the petrol receipt and submit a claim from the Car Co-Op. Please send the original petrol receipt to the Car Co-Op at the given address below. Please indicate your membership ID behind it.

1 Kaki Bukit Road 1, Enterprise One #03-36, Singapore 415934

Are the toll charges included in the rates for Malaysia usage?

Toll and other related charges, e.g. valet services and carparking, are not included in the rates.

How does the Malaysia usage surcharge apply on the rental charges?

There is a 50% surcharge for Malaysia usage. E.g. if the Singapore use is $10 per hour, the Malaysia use is $15 per hour. The free and Additional kilometer rate remain unchanged.

If I need to book a car to Malaysia, what must I do?

You must first do a normal booking for a car via the Internet or call the Reservation Hotline 6788-8788. This is to ensure you have a specific car reserved. Then submit your Malaysia usage application with at least 3 working days advance notice through our website at http://www.carcoop.com.sg. A confirmation email will be sent to you upon approval.

Why must I submit the 3-day notice and application for driving to Malaysia?

You need to have permission and motor insurance coverage to drive to West Malaysia. The Singapore use rates do not include motor insurance for usage in Malaysia. Driving without proper insurance coverage is a serious offence in Malaysia.

The Car Co-Op staff will also check to ensure your booked car does not have any outstanding traffic violations in Malaysia incurred by a previous member.

Can I drive the Group U minivans to Malaysia?

You cannot drive a commercial goods van to Malaysia. Commercial goods vans are registered under licence prefix starting with G.

If an accident occurs during my usage in Malaysia, what should I do? What is the accident excess if I drive the vehicle to Malaysia?

You may contact our hotline at 6788 8788 and our duty officer will be able to assist you. The Accident Excess is $2000 if there are no violations of the terms and conditions of use.

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