Reporting a Lost, Damaged, or Stolen Device

Purpose

This guide applies to device incident reporting only. General technical or program support requests must be submitted through the Partner Support Request form.

When to Use This Form

Use the Device Loss, Damage, or Theft Report form when a DASH PBDA device is:

• Lost
• Damaged
• Stolen

Submit the form as soon as you become aware of the incident.

Who Should Submit the Form

This form may be submitted by:

• Partner staff, for devices assigned to their site
• Device loan participants, for devices issued to them

Participants may submit this form directly when they become aware of an incident. Partner staff may also submit reports on behalf of participants when appropriate.

How the Form Works

The form follows a clear, step-by-step structure:

• Identify who is submitting the report
• Select the device involved using the KINBER ID list
• Select the type of incident
• Identify the DASH PBDA program involved
• Provide details about when and where the incident occurred
• Answer follow-up questions based on the incident type
• Upload documentation or photos when required

Each step helps KINBER review the incident efficiently and reduces follow-up questions.

Device Identification

You will be asked to select the KINBER ID from a list of devices allocated to the program.

The KINBER ID:

• Appears on a sticker attached to the device
• Uniquely identifies the device within DASH PBDA

Selecting the correct KINBER ID is required and ensures the incident is linked to the correct device record.

Incident Types and Required Information

After You Submit

Once submitted:

• Your report is logged as a Device Incident record
• The incident is reviewed by KINBER
• Follow-up actions are documented internally
• You may be contacted for clarification or additional information

If a support ticket is created for communication, it will be associated with the incident.

Reporting Responsibilities and Program Policies

The following requirements are part of DASH PBDA’s Acceptable Use Policy and apply to all partners and device loan participants.

Report Within 24 Hours

Report loss, theft, damage, or malfunction within 24 hours to the issuing site.

No Billing for Loss or Damage

Neither Partners nor Device Loan Program Participants are billed for loss or damage. KINBER will pursue warranty claim, accidental-damage coverage, or replacement.

Police Report for Suspected Theft

If theft is suspected, KINBER may request the end user report theft to police and obtain a police report number solely to assist KINBER with asset recovery. Non-provision will not result in patron billing.

Do Not Attempt Repairs

If a device laptop malfunctions, contact the site. Do not attempt repairs.

Important Notes

• All device incidents must be reported through this form
• Partners and participants should not contact vendors directly
• Warranty claims and escalation are handled by KINBER
• Submitting complete and accurate information helps avoid delays

Using the Partner Portal

If a ticket is associated with your report, you can:

• View updates
• Respond to questions
• Add comments or information

All communication remains documented in one place.

Best Practices

• Submit the report as soon as possible
• Select the correct KINBER ID
• Be clear and specific in descriptions
• Upload photos when requested
• Submit one form per device

Following these practices helps KINBER review incidents efficiently and maintain accountability across the program.

Partner Support Guide: Reporting a Lost, Damaged, or Stolen Device (DASH PBDA).