Code of Conduct: Driver / Delivery Partner
Penalty Guidelines
Grab maintains a zero-tolerance policy towards violations of the Code of Conduct that we hold our independent driver and delivery-partners accountable to as part of our Grab community. The Penalty Framework provides details of infringements of the Code of Conduct that may result in suspension or termination of user access to the Grab platform.
Maintain proper documentation to drive.
You must hold a valid national driving and vocational license at all times and other permits as may be required by the relevant authorities. You and your vehicle must also be covered with valid insurance as stipulated by local regulations. Be truthful about your criminal record. It is your responsibility to update and resubmit your documents when they expire, if they are revoked or as and when requested by Grab.
Examples of Infringement
- Driving without valid driving license/vocational license/ vehicle insurance
- Using false document to sign up as a driver
Assault, harassment or abuse of any kind will not be tolerated.
The following behaviours are prohibited are not tolerated on our platform: physical assault, verbal or sexual harrasment, sexual assault, rape, murder, kidnapping, threats and intimidation. Do not ask overly personal questions or comment on anyone’s appearance. You are strictly prohibited from contacting your passenger after the trip for personal reasons. In a dispute, do not take matters into your own hands.
Examples of Infringement
Committing the following towards all Grab users and Grab employees:
- Attempted or actual criminal acts on the platform including physical/sexual assault, rape, murder, or kidnap
- Sexual harassment –Harass user, send inappropriate messages of a sexual nature
- Explicit staring, leering, or gestures
- All forms of verbal or written harassment/threat/intimidation via phone calls, messaging apps, social media including but not limited to asking personal questions or commenting on appearance
- Use of vulgar, rude, or inappropriate words in any form
- All forms of physical or in-person harassment
- Contacting or stalking users after bookings are completed for personal reasons either online or in-person
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Do not commit crimes.
You may be penalised under the prevailing law if you commit any criminal acts such as theft, robbery, possession of illicit materials or weapons, acts of vandalism or damage to property. We will work closely with law enforcement agencies to investigate and prosecute offenders.
Examples of Infringement
- Criminal offences under State Law
- Driver partner is under investigation for a criminal offense by the authorities
- Intentional damage or vandalism to Grab user’s or company’s property
- Failure to comply with regulations/instructions as required by Grab or the government
- Intentional damage other’s property and public users.
Follow road safety laws.
Do not commit traffic violations or drive in a reckless manner that endangers the lives of our users and other road users. This includes complying with speed limits, obeying road signals and traffic lights, using hands-free kit while driving or riding, ensuring your users wear a seatbelt. You should always wear a seatbelt or a helmet. Avoid driving or riding long hours and take sufficient breaks. If you are involved in an accident with a user on board, you are required to lodge a police report for record purposes.
Examples of Infringement
- Causing injuries/ permanent disability/ death to users, third parties or pedestrian(s)
- Violating traffic regulations including but not limited to:
- Causing injuries/permanent disability/death to users, third parties or pedestrian(s)
- Operating vehicle without a valid license
- Driving or riding above the speed limit on roads or footpaths
- Driving or riding without a seatbelt/helmet
- Distracted driving or riding
- Driving or riding while fatigued
- Reported unsafe driving/riding behaviour
- Intentionally concealing vehicle registration plate
- Using phone while driving
Alcohol, drugs and weapons are not tolerated.
Do not consume drugs or alcohol while you are on the Grab platform. Illegal substances, open containers of alcohol and weapons are not permitted in your vehicle. If a user or member of the public believes you may be under the influence of drugs or alcohol, they have the right to end the booking immediately and alert Grab or the authorities. Do not accept or deliver illegal items/dangerous goods, including any special requests from users for goods and/or services that are not part of Grab’s services. If you have reason to suspect the nature of the contents of your parcel, please notify Grab and the authorities.
Examples of Infringement
- Possession of any weapon such as guns, pepper spray, batons, or knives
- Possession of drugs or any illegal drug-related offences
- Being under the influence of drugs or alcohol during a Grab booking
- Intentional or attempted usage of the Grab platform as a proxy for criminal activities such as drug trafficking, money-laundering, transportation of illegal goods and items
- Accepting items for delivery other than those allowed by the service without reporting to Grab/authorities: (a) illegal/suspicious items (e.g. illegal drugs), (b) dangerous goods (e.g. weapons), (c) items deemed prohibited in GrabExpress waybill or (d) any other item prohibited by law
Look after your vehicle.
Maintain your vehicle in a good operating condition, in accordance with industry safety standards and local regulatory requirements. Make sure you only use the vehicle that is registered with Grab.
Examples of Infringement
- Complaints on condition of your safety equipment (seatbelt / helmet)
- Internal/external damage on vehicle affecting quality or safety of the vehicle (e.g. windscreen cracked, door or windows not working, air conditioning not working)
- Driving a different vehicle/plate/account than the one indicated in the app
- Driving or riding a different vehicle/plate/account than the one indicated in the app
- Permitting any other person to use your vehicle or license to do Grab bookings on your behalf
- Not using the correct mode of transport/delivery as registered with Grab
- Sharing or pooling of vehicle during bookings/deliveries
Practise good hygiene.
Maintain good personal hygiene at all times. Please do your part to ensure a safe environment for your customers, your family, and yourself. Regularly refer to latest official guidelines for requirements on personal and vehicle cleanliness.
Examples of Infringement
- Not wearing mask or face shield during bookings / deliveries
- Driving or riding if you feel unwell
- Failure to inform Grab if you contract COVID-19 or were exposed to a person who contracted COVID-19
- Not ventilating or disinfecting vehicle / delivery bag regularly
- Not washing hands or sanitising regularly
- Not maintaining social distancing when waiting for bookings or collecting orders from merchant-partners
Respect the privacy of our Grab users.
You MUST keep confidential all personal data (i.e. name, mobile number and address) that comes into your possession. Unauthorised collection, use or disclosure of personal data of our users is strictly prohibited. It is your responsibility to comply with local privacy laws and regulations should you choose to use personal in-vehicle cameras.
Examples of Infringement
- Sharing, distributing and/or publishing a user’s or entity’s personal identifiable information without their consent or in a defamatory nature
- Illegal recording of audio or video of users (e.g. through concealed or disguised recording devices, and use it without authorization)
Do not discriminate.
You shall not refuse to provide services or make derogatory comments about anyone based on their race, religion, nationality, disability, sexual orientation, gender or, gender identity, age or any other characteristic.
Examples of Infringement
- Refusing or cancelling a booking based on the user’s characteristic(s)
- Use of any remarks either verbally or through text messages that could comment on a persons race, religion, nationality, disability, sexual orientation, gender, age or other characteristics
Be fair to our Grab users.
Honour a booking that you have accepted and do not unreasonably cancel jobs or transfer a job to someone else. Discuss and agree with the user before taking an alternative route. Honour all promo codes and discounts given to users. You shall not have another person or pet inside your vehicle while you are on the Grab platform. Wait for your user for a reasonable amount of time.
Examples of Infringement
- Picking up passenger with another passenger in the vehicle for non-GrabShare rides
- Dropping off delivery with another user in vehicle
- Requesting another driver to pick up passenger or passenger to ride with another driver
- Overcharging by collecting a higher fare stated on the app or meter, entering a wrong surcharge, or setting your own fare not in accordance with the rates in the Grab app
- For GrabTaxi bookings, failure to turn on taxi meter during the booking
- Cancelling a booking without a valid reason or giving a false reason (e.g. “Restaurant is closed)
- Asking user to exit the vehicle before booking is complete
- Not dropping user or delivery at destination without reasonable cause
- Making an unnecessary detour (e.g. to fill fuel, LPG, picking someone else halfway, drop off some stuff along the way)
- Collecting cash for non-cash (e.g. GrabPay) bookings
- Not honoring promos or discounts given to users
Be well-mannered with our Grab users.
Be properly and decently attired at all times. Wear your Grab delivery attire, if applicable. Be polite in your interactions with our users and accede to reasonable requests from users such as adjusting the air-conditioning or radio volume, and assisting passengers with luggage when requested. Users also have a right to a clean, smoke-free ride.
Examples of Infringement
- Smoking during bookings (e.g. in the vehicle or when making a delivery)
- Inappropriate attire (e.g. shorts/sleeveless shirts/slippers)
- Dirty or unhygienic (interior or exterior) vehicle such as cigarette or any uncomfortable smell
- Failure to adhere to passenger’s request to lower the radio volume or roll the car windows down
- Verbal in-person exchange of words that are deemed overtly personal which includes attempts to obtain another person’s phone number, home address, daily activities and routine, other personal non-sexual information
Ensure a seamless experience.
Communicate with and wait for your passenger at the correct pick-up point and allow them to alight at the chosen drop-off point. Confirm your passenger’s identity before driving off. Agree with your passenger on the route to take. Only complete the booking after the passenger has alighted from the vehicle or after the order has been delivered. Do not solicit users to make an off-platform booking or recommend other ride booking apps to them. Do not tamper with your food or delivery items, and ensure they are stored in the appropriate delivery bags.
Examples of Infringement
- Forcing passenger to be picked up/dropped off at non designated location
- Forcing users to cancel booking without a valid reason
- Failure to pick up or drop parcel at designation location
- Intentionally picking up another driver’s passenger
- Intentionally preventing other drivers from picking up passengers / fulfilling orders
- Making an off-platform booking with users
- Changing route without passenger’s permission
- Promoting other services during service to user
- Soliciting for/with passenger/consumer/merchant/other driver-/delivery-partners
- Tampering of food or delivery items
- Inability to issue waybill and proper proof of pick-up, proof of delivery photos
In case of emergency…
Always call the authorities first. Once all parties are safe and authorities have been notified, contact Grab to report the incident. You will be penalised using Grab Emergency Hotline for Non-Emergency matters
Examples of Infringement
- Failing to inform Grab within 48 hours of a road traffic accident
- Intentionally evading responsibility towards users including affected third party after accident occurs
- Intentionally using Grab Emergency Hotline for non-emergency matters
Act in good faith.
Do not cheat or defraud Grab by any method such as sharing or creating duplicate accounts. Use only the official Grab application downloaded from the Google Play/Apple Store. Do not keep applications or devices with the potential of modifying Grab’s intended user experience. This includes location spoofing applications, rooted/jailbroken/modified devices and/or xposed frameworks. Do not complete a booking without picking up the user or order. Always provide truthful information when creating /accessing your account, or disputing charges or fees. Use offers and promotions only as intended. If your user leaves their belongings behind, you are required to inform Grab and make every effort to return the item to the user or Grab. Do not key in additional charges that were incurred from additional services that are not part of Grab. Make sure to maintain a positive balance in your cash /credit wallets.
Examples of Infringement
- Any form of gaming incentives, fares and other earnings component. This includes but is not limited to conspiracy with passenger/merchants/drivers/peer/Grab employee and creating false bookings/accounts with fellow driver.
- Deliberately using faulty device/handphone which impairs GPS.
- Retaining possession of passenger property left behind in vehicle for more than 24 hours after confirming with Grab
- False completion of trips – completing ride or order without arriving at actual pickup or dropoff point
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Respect our Grab staff.
Be cooperative and do not abuse, threaten or harass our Grab staff in our premises, over the telephone or on social media. These acts include unauthorised photo/video-taking, stalking and asking for contact details.
Examples of Infringement
- Insulting or threatening Grab or its employees in all forms
- Exposing Grab or its employees on Social Media
Maintain good behaviour on the platform.
Excessive cancellations, low acceptance rates and low ratings have been linked to fraud and safety issues. Keep your Cancellation Rate, Acceptance Rate, and Driver Rating in accordance with the prevailing policy
Examples of Infringement
- Driver rating falls below 4.6
- High cancellation rate of more than 20%
- Low acceptance rate of less than 65%
Be open to feedback and training.
We value the feedback of both our users and driver-partners. We continuously evaluate a driver’s driver-partner’s performance and provide feedback accordingly. You may be required to attend training sessions organised by Grab to improve your service levels.
Examples of Infringement
- Failure to attend reeducation session due to violation of Code of Conduct
- Failure to complete any mandatory training as required by Grab
Reporting of Concerns: Grab Employees.
Please note that this channel is for reporting of fraud/wrongdoings by Grab employees only. For violations by other parties such as Grab drivers, consumers or merchants, you may report them through the Grab FairPlay programme here. For all other issues, please report them through the Help Centre. You may refer here for a guide on how you can submit a report on the Help Centre. Make sure to use the correct channel when reporting an issue so we can help you out as soon as we can.
You may report any suspected fraud/wrongdoing by Grab employees via the following means. Please note that this channel is for reporting of fraud/wrongdoings by Grab employees only.
Email: whistleblowing@grab.com
Online reporting tool: https://grab.ethicspoint.com/
Grab shall observe the following principles with regards to any such concerns/issues raised in good faith:
- Confidentiality: All reports made and the identities of the whistleblowers will be kept strictly confidential, to the extent allowed by law and the needs of the investigation.
- Retaliation: Grab does not tolerate any form of retaliation, reprisal or harassment against whistleblowers.