Knowledge Base

PROCEDURE:

       1.     Submit an ACTS-SSR

       Before submitting a Terminal Request, an ACTS-SSR must first be created first by following the steps below:

a.     Log in to your ACTS Account.

b.     Go to: Services Type > Special Service > Self Service Request > Create Service Request

c.      Fill in all required details.

d.     Select Category > Service and Request Name > Transaction Cancellation/Breakdown Truck – For Return to Yard (Non-Operational)

e.     Click Add, then Save to submit your request.

      2.     Submit a Terminal Request via Customer Hub

      Once your ACTS-SSR request has been approved and paid, create a request through the MICT Terminal Request portal, then select Tow Truck Entry. 

      In the Container and Truck Status option, choose Loaded, Non-Operational: Return/Dismount to yard

      Then fill in all required details and click Continue.

3.   Verify Your Email Address

      Enter a valid and active email address, complete the CAPTCHA, and select the check box to agree to the Terms and Conditions. An OTP will be sent to your registered email address.

      NOTE: Email OTP is valid only for 10 minutes.  

4.   Review and Submit Your Request

      A summary of the request will appear. Review all details carefully, and if the information is correct, click Submit Request.  

      NOTE: Take note of the reference number from the email confirmation that will be sent. 

5.   Request Status Notification

      Once the request has been approved or rejected a notification will be sent via email.

      NOTES:

·        The rescue truck and driver must be from the same trucking company and must not be banned from entering the terminal.

·        The tow truck must have a working blinker, and the towing company name must be visibly marked on the truck exterior.

·        The entry point of the tow truck will be advised upon processing of the request.

·        To avoid disruption of traffic flow at MICT, the broken-down truck must be removed within 30 minutes. Otherwise, a third-party towing service may be engaged, and the corresponding fees will be charged directly to the customer.

·        Drivers are expected to cooperate promptly during towing operations to ensure smooth and efficient removal.

·        Replacement of only the tractor head is not allowed. The entire truck unit (tractor head and chassis) must be towed and replaced together.

·        If additional equipment is required during the operation, corresponding charges may apply. Customer Care will contact you to discuss and secure approval before proceeding.