Code of Conduct: Driver / Delivery Partner 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. This Guideline provides details of infringements of the Code of Conduct that may result in suspension or termination of user access to the Grab platform.
[NEW] Ensure Door-to-Door Delivery
Direct Handovers: Delivery Partners are required to hand over the consumer orders directly to them as part of our promised door-to-door service.
Alternative Arrangements: If door-to-door delivery is not possible (e.g., due to restricted access), please contact the consumer via GrabChat to confirm if they’re okay with the order being left in an agreed-upon location, such as a common area.
Uncontactable Consumer: If the consumer cannot be reached within 10 minutes, document your attempted calls and messages with photos as proof of contact. Then, place the order in a safe location (e.g., reception, guardhouse, grill, shoe rack, chair, etc.), take a photo of the order in that spot, and immediately inform the customer of where their items are via GrabChat.
No Safe Place Available: If there is no secure location available for the order, choose the nearest viable “safe space” (ideally one with CCTV coverage) and leave the order there. Take a photo of the placed order, then notify the consumer of its location via GrabChat. Finally, mark the delivery as ‘Completed.’
Important Notes:
- Delivery Partners are not allowed to take the consumer’s order back to their own home.
- Photographs as proof of delivery are mandatory for all completed orders.
Examples of Infringements:
- The Delivery Partner does not provide door-to-door service, even when access is allowed by the building management.
- The Delivery Partner drops off an order in a common area without obtaining the consumer’s consent beforehand.
- The Delivery Partner fails to make reasonable efforts to reach the consumer, and no proof of attempted contact (calls or messages) is provided.
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 on our platform: Attempted or actual physical assault, verbal or physical sexual harassment, rape, murder, kidnapping, threats and intimidation, and sexual advancement between drivers and users, whether consensual or otherwise. 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
- Attempted or actual sexual advancement
- Explicit staring, leering, or gestures
- All forms of verbal or written – sexual or non-sexual 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
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 or insurance
- 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
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
Practise safe and effective delivery.
Follow all the safety protocols and guidelines to ensure deliveries are done in a safe and effective manner. Delivery-Partners are required to use only Grab-issued delivery bags while delivering food/goods when on the job with GrabFood/GrabMart/GrabExpress to customers. Please ensure you have read and are familiar with the GrabFood Gears policy here.
Examples of Infringement
• Delivery-Partners not using Grab issued official delivery bag while picking up and delivering food or goods, when on the job with GrabFood/GrabMart/GrabExpress
• Delivery-Partners not cleaning and sanitizing your Grab delivery bag regularly
• Delivery-Partners not replacing the damaged delivery bag.
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)
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)
- 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 reasonable requests (e.g. turning on air conditioner (AC), lowering radio volume, rolling 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. 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
- Soliciting for or 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
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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 4.5
- High Cancellation Rate
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.
1.1. Please read these Grab Service Fee: Terms and Conditions carefully. By using the Service (as defined), you agree that you have read and understood the terms in these Grab Service Fee: Terms and Conditions which are applicable to you. These Grab Service Fee : Terms and Conditions, the Terms of Service: Transport, Delivery and Logistics and the Grab Policies (as defined) constitute a legally binding agreement (“Agreement”) between you and Grab (as defined). The Agreement applies to your use of the Service (as defined) as provided by Grab. If you do not agree to the Grab Service Fee :Terms and Conditions, please do not use or continue using the Application or the Service. For avoidance of doubt, the definition used in these Grab Service Fee: Terms and Conditions shall have the same meaning as that of the Terms of Service: Transport, Delivery and Logistics.
1.2. Grab may amend the terms in the Agreement at any time. Such amendments shall be effective once they are posted on https://www.grab.com/my/terms-policies/ or the Application. It is your responsibility to review the Grab Service Fee : Terms and Conditions regularly. Your continued use of the Service after any such amendments, whether or not reviewed by you, shall constitute your agreement to be bound by such amendments.
1.3. If you use the Service in a country other than the country where you registered for the Application (the “Alternate Country“), you must regularly review the Grab Service Fee : Terms and Conditions applicable in the Alternate Country which can be found at https://www.grab.com as it may differ from the country where you registered for the Application. By using the Service in the Alternate Country, you agree to be bound by prevailing Grab Service Fee: Terms and Conditions in the Alternate Country.
Driver-Partner Participating into the Grab Service Fee Structure
1.4 The Grab Service Fee is only applicable to existing Driver-Partners that have registered in Klang Valley, Negeri Sembilan, Ipoh, Johor Bahru, Penang, Malacca, Kota Kinabalu and Kuiching (“Home Cities”). You agree that you are a Grab registered Driver-Partner and are currently active in the named Home Cities (“Eligibility”). Driver-Partners that have registered outside of these Home Cities are not eligible to participate in the Grab Service Fee.
1.5 The Grab Service Fee applies only to the following Solutions; GrabCar and JustGrab. The Grab Service Fee excludes any jobs or rides from and to Kuala Lumpur International Airport. The Grab Service Fee does not include Solutions such as Deliveries, Logistics, GrabTaxi, GrabRent, GrabShare and Exec Fleet Drivers (“Excluded Solutions”). The Excluded Solutions shall be charged with the Commissions.
1.6 For current Driver-Partner who chooses to join the Grab Service Fee, provided the Driver-Partners has fulfilled the Eligibility criteria, the activation may take up to twenty-four hours from the following working day of the submission date (“Activation Date”). You agree to participate in the Grab Service Fee for a period of 28 days, from the Activation Date. You may choose to opt-out or withdraw from the Grab Service Fee, after the 28 days has lapsed. In the event you do not opt-out or withdraw from the Grab Service Fee after the 28 days, you agree to remain in the Grab Service Fee structure and continuously pay Grab the Grab Service Fee.
1.7 Compulsory participation is required for Driver-Partners that have not been onboard on to the Grab Platform from the date of inception of the Grab Service Fee, provided the Driver-Partners has fulfilled the Eligibility criteria. You agree that activation of the Grab Service Fee may take up to twenty-four hours from Grab’s activation of the Driver-Partner account and the Driver-Partner receiving jobs on the Grab Platform (“Activation Date”). You agree to participate in the Grab Service Fee for a period of 28 days, from the Activation Date. You may choose to opt-out or withdraw from the Grab Service Fee, after the 28 days has lapsed. In the event you do not opt-out or withdraw from the Grab Service Fee after the 28 days, you agree to continuously pay Grab the Grab Service Fee.
1.8 In the event the Grab Service Fee is charged to the Driver-Partner, Grab shall not charge any Commission fees to the Driver-Partner. For avoidance of doubt, Grab is entitled to charge either Grab Service Fee or the Commission, based on the Driver-Partner’s selected option.
1.9 The Grab Service Fee is calculated as the difference between the Passenger’s Fare and the Driver-Partner’s Fare Fare. For avoidance of doubt, “Driver-Partner Fare” means the calculation which includes the following: Pickup Distance + Pickup Duration + Trip Distance + Trip Duration + Surge Pricing + Tips + Tolls and “Passenger Fare” means calculation of the following: Trip Distance + Trip Duration + Surge Pricing + Tips + Tolls.
2.0 The Grab Service Fee that Grab charges you is a variable fee and not a fixed fee, as it will vary from trip to trip. In the event Grab charges you the Grab Service Fee, it shall be payable by you immediately and are non-refundable. This no-refund policy shall apply at all times regardless of your decision to terminate your access to the Application or Platform, our decision to terminate or suspend your access to the Application or Platform, disruption caused to the Service whether planned, accidental or intentional, or any reason whatsoever. In the event the Grab Service Fee is negative, Grab will not make any collections from you.
2.1 The Grab Service Fee structure is a pilot programme that has been approved by the Ministry of Transportation for a term of one (1) year. Grab reserves its right to any discontinuation, without prior notice.
2.2 You agree as a Grab Driver-Partner you shall continually be bound by the Terms of Service: Transport, Deliveries and Logistics. In the event there are discrepancies, ambiguities and or inconsistencies between this Grab Service Fee : Terms and Conditions and the Terms of Service https://www.grab.com/my/terms-policies/transport-delivery-logistics/, this Grab Service Fee : Terms and Conditions shall prevail.