Complaint Regarding Emergency Support on 24 May 2025

On the of 24 May 2025, I was driving alone on the N1 South when my vehicle was spiked, forcing me to stop on the side of the freeway. Recognising the danger of the situation — alone, at night, and vulnerable — I immediately pressed the Tracker panic button for assistance.

A representative from Tracker contacted me, but instead of offering the urgent help I clearly needed, she expressed uncer*****y about whether a flat tire fell under a mechanical breakdown and said she would get back to me. There was no sense of urgency, empathy, or understanding of the risk I was in as a woman alone at night on a major highway.

Ten minutes later, two men approached my vehicle from both sides and began smashing my windows. I was extremely fortunate to escape unharmed. However, I strongly believe that if the representative had acted with greater concern and urgency, help could have reached me before the situation escalated.

Only after I managed to reach the nearest petrol station did a Tracker responder finally arrive.

I reported the incident by calling Tracker on 26 May 2025 and was contacted by a supervisor named Anele, who said he would investigate the matter and provide feedback. After hearing nothing, I followed up on 10 June, again asking for accountability and a formal apology from the original operator. Anele assured me he would respond by 12 June. It is now 24 June and I have received no further communication.

This entire experience has been deeply disappointing. I trusted Tracker to prioritise my safety in moments of crisis, and I feel the response I received failed to meet even the most basic expectations of care and responsibility.

Based on this experience, I cannot in good conscience recommend Tracker to anyone. The lack of urgency, follow-through, and accountability in a life-threatening situation is unacceptable.

I am still awaiting a formal response and a sincere apology from Tracker.