Frequently Asked Questions

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 chancesare 80% and 70% for weekdays and weekends respectively.

If you cannot reserve a car of your choiceor at your preferred location, you can always try another location or switchto 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 carof their choice at their preferred site.

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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.

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

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

You canuse a car at any of the 80 public locations. Click herefor the location guide.

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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 forone-way trips.

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

Kindly giveus a call at 6788-8788 to extend your reservation at the normal rates if thevehicle 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.

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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 $1,000 excessper damage claim. The excess is progressively reduced in subsequent years ifthe member maintains a good record and does not file any claims.

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Where can I download the GIROform?

The GIRO form can be downloaded here.

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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 everymonth if you have outstanding fees.

If you have just joined the Car Co-Op andwhile the GIRO application is being processed by your bank, the first two invoicescan 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.

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

Ifyou are involved in an accident, please make a report to our 24-hour call centreat 6788 8788. Our Customer Service Centre staff will access the situation andadvise on the appropriate measures to be taken.

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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.

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You can refuel petrol at any Mobil and Esso stations. Pleaseclick here for Mobil service stations

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What if the speedpass is faulty?

This is rare. If the Speedpass tag or the stationtag 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 originalpetrol receipt to the Car Co-Op at the given address below. Please indicateyour membership ID behind it.

300 Tampines Avenue 5 #05-07, Tampines Junction,Singapore 529653

We shall credit the reimbursement amount to your next invoice.

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Which price plans should I choose?

• 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.

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What is the criteria to joinas 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

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

Membership and privileges are NOT transferable.

Usage of a Car Co-Op carby an unauthorised driver is a serious violation of the Terms and Conditionsof Membership and illegal as the unauthorised driver is driving without properinsurance cover.

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Please report your lost to the admin office at 6788 1511 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.

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FromApril 2007, the membership renewals will occur half-yearly instead of every quarterafter the first year of membership. Membership renewals in advance occur everyhalf-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.

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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.

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How do I terminate my membership?

For members who wish to terminate, please send an email tofeedback@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 thereis any vehicle usage during the month of notice period, the security depositwill be sent to you within 60 Days. Should deduction of renewal take place;we will arrange a refund together with your deposit.

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All Car Co-Op cars come with a spare tyre, you can change the flat (punctured) tyre yourself or call the 24-hour call centreat 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 tyrerepaired. If you have no time to get the puncture repaired, please inform the24-hour call centre so the Car Co-Op can arrange to fix it.

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

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

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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.

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

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

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

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• 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.

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• 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 at least 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.

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Is the Review Committee’s decisionfinal?

• 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.

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• 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.

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

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.

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

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.

500 Tampines Avenue 5 #05-07, Tampines Junction, Singapore 529653

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

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For Malaysia usage, the surcharge is based on your price plan. If you are under the Valueshare Plan, the surcharge is 50% and for Standard Plan, the surcharge is 50% on the Singapore rates. E.g. if the Singapore use is $10 per hour, the Malaysia use is $15 per hour for the Standard Plan. The free and Additional kilometer rate remain unchanged.

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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 callthe Reservation Hotline 6788-8788. This is to ensure you have a specific carreserved. Then submit your Malaysia usage application with at least 3 workingdays advance notice through our website at http://www.carcoop.com.sg.A confirmation email will be sent to you upon approval.

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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.

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Youcannot drive a commercial goods van to Malaysia. Commercial goods vans are registeredunder licence prefix starting with G.

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You may contact our hotline at 6788 8788 and our duty officer will be able to assist you. The Accident Excess is $1000 if there are no violations of the terms and conditions of use.

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