Mission
To provide a quality service and customer experience for ONTO and all of their customers.
All vehicles are delivered direct to the paying customer and need to be delivered safe and in
accordance with 3 key requirements:
ON-TIME
ONTO offers delivery slots of AM (9am - 1pm) and PM (1pm - 5pm). Drivers should
always contact the customer to provide an ETA (in the delivery window) and contact
ONTO if a delivery is going to miss its window
CLEAN
ONTO vehicles must be delivered clean both internally and externally. ONTO vehicles
should be taken for an exterior clean as close to the delivery address as possible. All
vehicles will have had a valet before delivery but if there are any concerns around
cleanliness then call ONTO to notify
CHARGED (ELECTRIC VEHICLE BATTERY)
Vehicles must be charged to at least 60% at the point of handover. Please see the ONTO
Vehicle and Charging Guide for more information on how and where to charge.
It is paramount that the customer receives a great experience from GEFCO. The customer must receive
regular communication and be given all essential information on their vehicle and the process during
handover and collection.
Always wear PPE. Never ask the customer for a lift or request vehicles to be charged before you
arrive. Always be positive and promote the product, GEFCO and ONTO in a good light.
Collection from GEFCO Sites
COVID – Please ensure the vehicle is aired and all touch points have been wiped down before the inspection
starts
All vehicles should have one “key” with them which should be used primarily, but if there is no key present then the “keyless system” can be used to do this please ring ONTO logistics on 01137 331806 if required.
Onto will send a command whilst you are on the phone that will unlock the vehicle and allow it to start for 60
seconds. If you don’t start the vehicle in 60 seconds that Onto can send through another command to allow you to start the car.
If you haven’t gained access in 15 minutes, please call/text the reg to your planner.
The vehicles should have at least 80% charge on collection and be in a clean condition both inside and out on collection from site. If this isn’t the case, please report this to your planner. Please take 4 beauty shots of the vehicle and complete all checks as required using the Moveecar app [See separate instruction]. Once the Green start button has been selected in Moveecar a link will be sent to the customer so they can track your progress. It is therefore important a direct route is taken unless your planning team asks you differently as all deviations will be seen by the customer.
If you believe that you will not make the delivery window for the customer due to traffic etc, you must let ONTO know using the customer care number 0800 030 6840. Also highlight this to the GEFCO planning team.
Collection from other PDI site
Some new vehicles will be situated at other PDI sites ready for collection. Onto operate out of the following sites:
BCA Portbury
BCA Upper Heyford
BCA Wolverhampton
BCA Manchester
BCA Kingsnorth
Manheim Bruntingthorpe
Hyundai Tilbury
At each site the driver will need to visit security on arrival where they will either be directed to their
vehicle, or their vehicle will be pulled for them. The driver will have to complete some paperwork
before exiting the site.
Drivers should always carry personal ID and proof that they work for Gefco.
All sites will be aware of the vehicles to be collected. Gefco drivers should not need load codes or any
other form of release documentation.
Communication En-Route to customer
In addition to the tracking, we also require you to call the customer when 1 hour away to advise them
of your ETA. Please take charging and carwash stops into consideration before advising this time. If
for any reason you fall behind and the original ETA isn’t possible, please follow up with a second call.
Vehicle Handover on Delivery
COVID – Please ensure the vehicle is aired and all touch points have been wiped down before the
Handover starts. Please always keep 2 meters away from the customer ensuring a face mask and
gloves are worn. If the customer isn’t happy to sign for the vehicle, please take an image of them
standing next to the vehicle or an image of photo I.D.
- On arrival please park the vehicle in a safe place and announce yourself to the customer
- Answer any questions the customer may have in regard to vehicle features and charging. If the
customer has any questions about the Onto service, direct them to the Onto phone line (0800
030 6840) or website [https://on.to/].
- Allow the customer enough time to inspect the vehicle adding any additional damage to the
app under damage inspection
- Before signing off you must review all marked damage with the customer using the Moveecar
app
- Inform the customer that they may report any additional damage found immediately after
delivery via the Onto app.
Run the Customer through the basic controls for the vehicle:
- Starting the vehicle (using the Onto App - see below for more details)
- Selecting drive, park, reverse
- Adding a mobile device to the Bluetooth system
- Opening the charging port on the vehicle (See the ONTO VEHICLE AND CHARGING GUIDE for
more details)
- Show the Customer the two Charging Cables in the boot of the vehicle:
- 3-Pin charging cable (the one with the standard household plug on it). Charges the vehicle
slowly and best used overnight. This cable should NEVER be plugged into an extension
lead.
- Type 2 charging cable. For use at Fast public charge points (Rapid charge points will always
have a cable already at the charger).
- See further down on cables that will be with each vehicle
ONTO Customer App
The Driver must ensure the customer can login and connect to the vehicle as shown below:
CONNECT, LOCK AND UNLOCK
Please ensure that your phone has Bluetooth enabled.
| 1 |
Here you can see the registration plate of the car you will be collecting |
| 2 |
To connect the App to your vehicle, stand next to the driver's door and press the main button with the car brand logo. |
| 3 |
To disconnect from the car, press the main button again. This is helpful when you have more than one driver, as you can't be connect to the car from two devices at once. Ensure you have disconnected to allow other drivers to connect. |
● The Driver should tell the Customer that the mileage allowance and battery percentage values
shown at the bottom of the App are their monthly mileage allowance and the current charge
level of the battery. If they have any issues or further questions / queries they should call the
Onto Customer Service line on 0800 030 6840
Collection from Customer
COVID – Please ensure the vehicle is aired and all touch points have been wiped down before you
start the inspection. Please always keep 2 meters away from the customer ensuring a face mask and
gloves are worn.
Before heading to a collection press the start button on Moveecar, this will send a text to the customer
making them aware of your arrival and they will also be able to track your approach. Again, please call
the customer 1 hour before arrival. On arrival at the address please announce to make the customer
know you have arrived. To open and start the vehicle please contact the ONTO Logistics on 01137
331806 to activate locks and start the vehicle. Please complete all checks and a full damage inspection.
If any of the loose items are missing, fuel cards, cables, keys etc. please make the customer aware
before marking them as missing as they may have them stored in a different location and may be
charged if they are not with the vehicle at collection. You will be prompted this in the Moveecar app.
Also point out any personal belonging you may notice as you carry out the inspection to the customer
Once complete please review any damage with the customer before signing off the job. If the customer isn’t happy to sign for the vehicle they can use the code via the app, It’s important to take an image of photo I.D. [Example Driving license].
Damage Inspection
Please make the customer aware a full damage inspection will be completed when back at site. The damage inspection you carry out now is to cover you and GEFCO and the customer by confirming that the damage was present before you set off. Please note as much as possible with good images in the specific Moveecar app section.
Please remember you can take more than one image of the damage if required. If damage is found back at site that hasn’t been recorded in Moveecar it will assume it was caused en-route back to site.
You should be capturing obvious damages, and this may mean Smaller dents chip and scratches are captured in the full onsite inspection which the customer could be liable for Please consult the standard required on damage for further information.
DO NOT under any circumstances pass judgement on the vehicle apart from small talk and what you have noticed.
DO NOT under any circumstances offer any negative thoughts on the process, GEFCO /ONTO or EV in general, remember this is a service the customer is paying for.
Image Quality
It is extremely important that all images taken are of a good standard. Please see below some
examples
Beauty shots - 4 images to be taken at both collection and delivery
Ensure the whole vehicle is visible
Ensure wheel are taken face on try to get a part of the body in so it clear which corner the wheel is at , not at an angle this helps damage to be easily seen.
Take as many images as required to ensure the damaged area is recorded thoroughly.
All images need to be of a high quality, in focus and in good light, so please use the flash if required.
The most common area of damage will be the wheels, bumpers and the NSF of the vehicle. Secondary
areas would be the mid height of doors (where a shopping trolley or other car doors would hit the
vehicle). If the wheels are damage, please ensure to focus on the damaged area not the whole wheel.
Damage highlight standard
Please ref to the BVRLA standard in a separate document for damage guide. When looking for damage.
It’s extremely important to note as much damage as possible.
Failure to highlight damage could result in costs being levied against GEFCO. You are purely noting damage that’s visible on the car as such do not comment on the likelihood or potential costs of repair.
If in doubt please take a clear in focus square to panel image and one at 45 degrees it will be evidenced against the full inspection done later at site an example being bird lime this could leave damage underneath as a result please make it on the app.
Returning to Site
GEFCO sites [Portbury docks/Sheerness docks/Sandtoft]
Please return the vehicle to the designated area [GEFCO security will advise], complete all checks and images. If the vehicle has a key please leave this in the driver’s door pocket.
XP AUTO site [Chipping Warden]
Please park the vehicle in the designated area and complete all Moveecar checks once finished please speak to the XP auto team and hand the key to a member of staff if there is no key please make sure XP auto are aware also. [Do not leave any key in the vehicle at this site].
If you are dropping the vehicle outside normal working hours [8am to 5pm] and the offices are closed please drop the vehicle [as pictured] complete the checks and leave the key in the drop box which is located at the main entrance to the building.
XP Key drop box [for out of hours] and site map where to park vehicles
Cables that should be with the vehicle on delivery and collection
Audi E tron – Slow charger cable with 3pin plug adaptor / single phase adaptor
“Type 2” cable
Tesla – Slow charger cable with 3pin plug adaptor / single phase adaptor
“Type 2” cable
Peugeot, DS, Hyundai, VW and Renault – Slow charger
“Type 2 “cable
All slow chargers are of the same basic design of a UK 3 pin plug on a cable that has a “brick” in the centre and a “type 2 “plug on the other end they should also be marked with the vehicle make [Some Renault Zoe’s might have a “Rolec” charger, and some PSA vehicles might have generic black “finned” cable]
The 2 exceptions are Tesla and Audi that are the same layout but the 3 pin side can be changed to other standards as mentioned.
Accident in transit
In the event you are involved in an accident whilst driving an ONTO vehicle please phone the ONTO driver line as soon as possible. You will be asked to also call the ONTO insurance company and provide full details of the incident. This must be done on the same day as the incident unless there are extenuating circumstances e.g. personal injury
Please also advise your planner when this has been done and the claim reference from the insurer.
Electric Vehicles
The entire ONTO fleet are electric vehicles and will need to be delivered with above 60% charge to the
customer, potentially requiring a charge on route to the customer. The range of each vehicle varies and
depends on driving style and the weather.
| Vehicle |
Range (miles) |
| Renault Zoe ZE40 R110 |
145 |
| Renault Zoe ZE50 Iconic R135 |
190 |
| Renault Zoe ZE50 GT Line R135 |
190 |
| Hyundai IONIQ Premium (38kWh) |
155 |
| Peugeot e-208 GT Line |
170 |
| Nissan Leaf Acenta |
140 |
| BMW i3 120Ah |
145 |
| DS 3 Crossback E-Tense Performance Line |
170 |
| DS 3 Crossback E-Tense Ultra Prestige |
170 |
| Hyundai Kona Premium SE (64kWh) |
245 |
| Tesla Model 3 SR+ |
210 |
| Tesla Model 3 LR |
285 |
| Tesla Model 3 Performance |
285 |
| Jaguar I-Pace HSE EV400 |
225 |
Charging the Car
Renault Zoe ZE40 & ZE50:
| Charge port location |
Behind the Renault logo on the front bumper |
| How to open the charge port |
Button on dash (right side of steering wheel near the door). |
| Releasing the charge port |
The same button is also used to 'unlock' a charge cable to enable its release. |
BMW i3:
| Charge port location |
Behind the driver side rear door. |
|
| How to open the charge port |
Push in the charge flap and it will open. The vehicle must be unlocked. |
| Releasing the charge port |
Unlock the vehicle, it will allow the cable to release. |
Tesla Model 3 / Model S:
| Charge port location |
Rear light cluster (off-side) |
|
| How to open the charge port |
On the vehicle screen, press the charge symbol on the image of the vehicle |
| Releasing the charge port |
On the vehicle screen, press the unlock symbol on the image of the vehicle |
Nissan Leaf:
| Charge port location |
Front bumper. |
|
| How to open the charge port |
Button on the dash (right side of steering wheel near the door). |
| Releasing the charge port |
The same button is also used to ‘unlock’ the charging cable and allow it to release. |
Peugeot E208/DS3:
| Charge port location |
Behind the driver side rear door. |
| How to open the charge port |
Push the charge flap in and it will open. Vehicle must be unlocked. |
| Releasing the charge port |
There is a small button inside the charge port that will allow you to
release the cable. The vehicle must be unlocked. |
Hyundai KONA:
| Charge port location |
Front of car next to N/S headlight |
| Opening charge port |
Push charge flap in, and it will open. Vehicle must be unlocked using door
lock/unlock button
|
| Releasing the charge port |
Use door lock/unlock button located next to window control buttons |
Hyundai IONIC:
| Charge port location |
N/S rear quarter panel |
| Opening charge port |
Unlock vehicle on key (if provided) or using door lock/unlock button |
| Releasing the charge port |
Lock/unlock button |
Jaguar I-Pace:
| Charge port location |
Passenger side, behind the front wheel |
| How to open the charge port |
Push the charge flap in and it will open. Vehicle must be unlocked. |
| Releasing the charge port |
There is a small button inside the charge port that will allow you
to release the cable. The vehicle must be unlocked. |
Charging & Locations
Each vehicle will come with a BP Pulse (AKA. Polar Plus/BP Chargemaster) and Shell charge card. These
can be used, but we suggest you also add your own cards/apps and accounts to ensure you have good
coverage for charging.
CCS charging should always be used where possible and Type 2 Mennekes only used where CCS (or
CHAdeMO for Nissan Leaf’s) is not available.
 |
ZAP MAP: Zap Map is a charger location App and is
used by businesses and general public, it will find you
every charger in the UK and it is essential you have it.
It will give you details of the speed, accessibility and
reports of if the machine is down or in use. You
cannot pay via zap map. It is only a location App(miles) |
Suggested networks:
 |
Polar Plus/Chargemaster/BP Pulse
(Type 2 Mennekes, CCS, and
CHAdeMO connections): Also own
'Charge Your Car' network. Will not
work on 'ChargePlace Scotland'
network - use the card in the vehicle. |
 |
Shell Recharge (Type 2 Mennekes,
CCS, and CHAdeMO connections): All
rapid chargers and reputably a little
more reliable than the Polar network.
- use the card in the vehicle. |
 |
Genie Point electric: (type 2, CCS and
CHAdeMO connections) all controlled
by the app, in lots of locations from
shell forecourts and a lot of
Morrisons supermarkets) |
 |
Instavolt (CCS, and CHAdeMO connections): All Rapid. All
contactless. Almost always have 2+ units in each location (less
chance of both being used when the driver gets there)
Cannot charge Renault Zoe ZE40s (18/19 plate) at these as the
units don’t have type 2 cables. But will work on newer ZOEs
with CCS ports |
 |
Tesla Superchargers: Can only be used with Teslas,
but they're faster than any of the above, and usually
have 4-8 units per location. Vehicles can simply be
driven up and plugged in. ONTO have an account with
TESLA chargers, so feel free to use these |
Charging Troubleshooting
EV Charging Guide
9 times out of 10 the charging issue will be a fault with the charging pod & not the vehicle. Advise
the driver that we must go through some troubleshooting before deciding to make a booking or
referring to breakdown.
Types of Chargers
Common Charging Errors
There are 2 main issues with charging:
1. Charge stopping mid-way
Fault - AC leakage back down the cable from the car to the charge point causing the charge point to
trip out. If the charge point does not cut out this will not be the fault.
Cause - Charge point does not have EV up to date specifications. Likely to be an early pod point.
Resolve - Use a different charge point. If it is the customers own charge point advise them to contact
their supplier.
2. Charge failing to start
Fault -Failing to start charge generally occurs due to a poor earth. It will generally show up as a BCI
fault or in extreme cases electric failure.
Cause - Poor earth on charge point or failed connection on communicator pin (mostly on charge points
that have a lead connected, more likely on a motorway service stations). Most EV vehicles check the earth~
connection to make sure it is secure for safety reasons. BCI error generally indicates that the charge point
is not sufficiently well earthed to be safe and refuses to charge.
Resolve -
Connected Lead - Advise the driver there may be an error with the cable and the connection to the
upper pins. Ask the driver to to hold the cable up and see if it connects.
Try 3 times before giving up - Listen for a successful latching sound, if multiple latching sounds there
maybe an issue.
Are there alternative charging points they can use? If yes, ask the driver to try an alternative post
*if the vehicle has a BCI error message it will take the car approx. 15-60 minutes to reset the error,
meaning it may not charge at all until after this time and the error is wiped from the system.
Does the cable look damaged? If yes, a booking will need to be ade with a dealer for a replacement
If the vehicle has no charge refer to breakdown.
Is the vehicle switched off? The vehicle will not start charging if the engine is running, stop the
vehicle and re-plug the charger. The vehicle can be started once charging has started.
Occasionally all attempts to clear a BCI fail and this indicates a hardware fault, however this is very rare.
If the charging cable looks fine & the vehicle has charge, then book into a dealer. If the car has no charge,
then follow breakdown process.
Other Issues
The cable is stuck. Ask the driver if the vehicle is unlocked, if no, they must unlock to be able to release the
cable. If the vehicle is mid charge you may have to press stop on the charging post. Try pushing fully into
the unit and then firmly pull back out. Most vehicles have setting that allow to lock when charging, this is so the charger cannot be removed.
By signing below you are confirming that you have read and understood this ONTO Chauffeur Guide and that you will abide by the processes that are set out in this document.
