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Code of Conduct

Grab upholds a Code of Conduct for all driver-partners so that all drivers would have a clear understanding of the legal compliance, safety, security and service standards expected of them.

As a GrabHitch Car & GrabHitch Bike Driver, you’re required to understand and accept the terms and conditions of using the GrabHitch platform. Failure to abide by the code will lead to a ban or suspension as we take the safety and security of our community very seriously.

Every GrabHitch drivers shall agree to comply fully with this Code of Conduct:

  1.      COMPLIANCE WITH ALL LAWS, REGULATIONS, POLICIES AND GUIDELINES

(a) Drivers shall comply with all traffic laws, regulations, rules, policies and guidelines as well as this Code and any further guidelines that may be issued by Grab from time to time.

(b) The motor vehicle used must be registered and insured in the name of the Driver who applies to the Company for the usage of the App. If the Driver is using a motor vehicle registered to another person, he must ensure that he is authorized by the Vehicle Owner to do so and covered by the insurance policy tied to the registered vehicle.

(c) Once the Driver accepts a booking, he must ensure the following service agreements for the quality, safety and security of the ride:

  1. Be aware that the App matches the commuters according to their preferences for degree of connection, gender and route
  2. Passengers may choose to repeat a booking but drivers should never solicit or stalk passengers according to their travel patterns
  3. Passengers have the right to block a driver if they suspect a driver of misuse of the App
  4. Passengers may input the number of riders in their group. Always adhere to these limits and/or your vehicle’s seating capacity limits, whichever lower.

(c) Drivers agree not to be involved in any activity that may impair or degrade the reputation of Grab and/or causes disruption to Grab operation or conspire with other drivers or third party with the intention to commit the aforesaid acts.

(d) Grab maintains a zero-tolerance policy regarding all infringements and can result in suspension or termination of user access to the Grab platform.

(e) Grab is doing its best to bring driver more jobs. Hence, we need driver support for PROMO CODE jobs. Please honor all PROMO CODE jobs upon receiving the confirmation. In the event drivers are not sure, please check with our customer service team for clarifications.

(f) Drivers are strictly prohibited against committing any acts with the intention to cheat or defraud Grab whether or not via any ‘Promo Code’ which may cause Grab to suffer losses, including but not limited to:

  1. Accepting bookings from family members with the aim of frauding bonuses or promos from Grab
  2. Accepting bookings from relatives or close friends with the aim of frauding bonuses or promos from Grab
  3. Any bookings that are made with the aim of frauding bonuses or promos from Grab

(g) Drivers are prohibited from taking part in any illegal demonstrations against Grab, being a member of an unregistered association, incite other drivers not to use the Grab application, boycott or threaten to boycott the Grab application or any other acts that may be construed to be against the interest of Grab.

 

  1.      PROFESSIONAL AND QUALITY SERVICE

(a) You shall provide a safe and clean transportation to all passengers. The safety of passengers and drivers on the Grab platform is of utmost importance.

  1. “I’m Here” when you have reached your passenger’s pick up location;
  2. “Pick Up” when your passenger has boarded your vehicle;
  3. “Drop Off” once you have reached your passenger’s destination prior to collecting the fare from your passenger.
  4. Adherence to the steps above are crucial in order for you to receive potential notifications about incentives or promotions from GrabHitch.

(b) Grab does not tolerate any consumption of drug or alcohol by drivers while using the Grab application. This is against the law and a serious violation of the Grab‘s safety policy. Furthermore, illegal substances and open containers of alcohol are not permitted in drivers’ vehicles. If a passenger believes a driver may be under the influence of drugs or alcohol, he or she has the right to end the trip immediately and alert customer service.

(c) Drivers are prohibited from having or keeping weapons of any kind or description in their own vehicle or on driver for any reason whatsoever.

(d) Grab takes a serious view on reckless driving, which endangers passengers and/or other road users and this includes:-

  1. Driving against the direction
  2. Fails to comply with speed limits
  3. Fails to conform to traffic light
  4. Using mobile phone without any hands free kit while driving
  5. Fails to use the indicator signal prior to changing or turning into a junction
  6. Breaches any other traffic laws

(e) Drivers are responsible to maintain their own vehicle in a good operating condition, in accordance with the industry safety standards. Drivers should also undergo regular physical health checks as mandated or recommended by local regulations or as and when directed by Grab.

(f) Drivers shall always be properly and decently attired and exhibit good mannerism as well as communicate with passengers politely.

(g) Drivers are prohibited from driving without any valid license, insurance policy and should the Law stipulate further, any business licenses or permits required to provide carpooling transportation.

(h) Grab recommends that a driver shall always remind passengers to wear a seatbelt (or helmet as on a motorcycle) while riding.

(i) Avoid violence and aggressive behavior at all times. With safety and security as its key pillar, Grab does not condone any form of violence or aggression. Drivers must not exhibit aggressive behavior, including getting into verbal disputes with passengers, using vulgarity or insinuation or making threats or physical blows with the passenger. In the event of the situation getting out of hand, never take matters into own hands or escalate the tension (i.e. Harass or make threats, whether the ride is ongoing or has ended). Always choose to report the case to Grab as soon as possible. We aim to serve all parties impartially and will take such actions as appropriate.

(j) Drivers are strictly forbidden from committing any form of sexual offense, including making lewd comments/ texts, sexual harassment, unwanted physical contact, unlawful restraint, drugging, molestation and rape. These are criminal offenses under the law and a serious violation of the Grab’s safety policy. Offenders will be prosecuted against the law.

(k) Bear in mind that harassment differs according to society and personal norms – commenting on appearance, asking overly personal questions and infringing into personal space are generally deemed inappropriate. Grab urge drivers to be mindful of other users’ privacy and personal space. Texting passengers outside of professional grounds is both a form of harassment and a breach to his or her entitlement to personal security and data protection.

(l) Being in a social ride-sharing environment, Drivers are encouraged to provide assistance to handicapped passengers, especially when entering or alighting vehicle.

(m) For GrabHitch (Nebeng) Car, Drivers shall accede to reasonable requests from passengers such as lowering the air-conditioning or radio volume.

(n) With regards to visually impaired passengers who are accompanied by their guide dogs, Drivers are encouraged to accept such bookings if it doesn’t offend the tenets of religion.

(o) Knowledge of traffic conditions such as road constructions, major accidents or outdoor events which may delay a trip is both cost and time-saving and Drivers are encouraged to plan ahead and always be alert to such developments.

(p) In the event passenger leaves behind his/her belongings (including cash) in a vehicle, Drivers are required to return the same to the passenger urgently or through the Grab’s Customer Service.

(q) To preserve the quality of the experience in a ride-sharing environment, Drivers should refrain from carrying any animals as it may put passengers in distress.

(r) Honour all bookings which you accept. This is very important in building passenger confidence and encourages more passengers to use our platform. If you are unable to honour the booking for any reason, inform the passenger as soon as possible, and cancel the booking to allow the passenger to make alternative arrangements.

(s) Do not transfer a job to other drivers. In the event of unable to pick up a passenger due to an emergency, please call the passenger immediately before cancelling the booking. Drivers are strongly encouraged not to cancel jobs except in an emergency (e.g. Car breakdown).

(t) Wait for passengers to arrive at the pick-up point. Driving off without waiting for them provides a very negative experience for the passenger. Please call passenger after waiting for 5 minutes to confirm if they still require a ride. Please inform the passenger and Customer Service if unable to wait further.

(u) GrabHitch (Nebeng) Car Drivers are allowed to accept multiple GrabHitch bookings per trip under the GrabHitch application only, should passenger routes be convenient. These terms do not apply for GrabHitch (Nebeng) Bike, GrabCar or GrabTaxi services.

(v) Drivers shall not refuse to provide services based on a person’s race, religion, national origin, disability, sexual orientation, sex, marital status, gender identity, age or any other characteristic protected under law. This type of behavior can result in termination of user access to Grab platform. It is disrespectful to make derogatory, or discriminatory remarks about a person or group, whether or not the passenger belongs to the group.

(w) Collect the correct fare as dictated by the Grab application. Be aware of any ongoing promotions, and methods of payment i.e. cash or GrabPay. Setting of your own fares are strictly prohibited.

(x) Do not solicit passengers to make personal or extra booking arrangements, or tout for passengers from a road, parking space or a public stand. This goes against our principle of recommending the best vehicle incidental to all commuters’ travel plans. You will also be depriving your passengers from getting a ride in the most efficient way. Your services hereunder shall be secured strictly via the GrabHitch Application only.

(y) Drivers are prohibited from posting passenger details in public forums including social media sites or sharing contact details.

(z) Passengers do appreciate honesty on the part of drivers. Hence, Drivers shall provide service that is based on this principle and acts of cheating, such as failing to give or giving less balance than what a passenger or taking a longer route than necessary (unless there is a valid reason for it or specifically requested by the passenger) is prohibited.

(aa) Drivers are strictly prohibited from contacting your passenger through any channel or platforms unless it is to facilitate a successful pick-up, to inform the passenger that you have found an item they have lost and or if they have allowed you to do so.

(ab) Do not end the trip before providing the ride as this may be considered as fraud.

(ac) For GrabHitch (Nebeng) Car, passengers are entitled to bring other friends, colleagues, family members with them during their journey, as long as there is sufficient space within the driver’s vehicle. No additional fee should be charged by the driver for this service as fares are per booking. Drivers have the right to refuse the booking if they have arranged multiple bookings and therefore cannot accommodate the additional passengers. This does not apply to GrabHitch (Nebeng) Bike.

(ad) You shall not request passengers to change payment method after accepting a job. The mode of payment is fixed upon acceptance of booking.

  1. EMERGENCY PROCEDURE

(a) Relay emergency information to the Company promptly. We want to help in all matters.

(b) If at any time you feel that you are faced with a situation that requires immediate emergency attention, please call the emergency service number in your area. Once all parties are safe and the situation has been handled by the authorities, please then notify the Company. We will assist and take appropriate action as needed, including cooperating with law enforcement.

  1. CONTINUING TRAINING AND IMPROVEMENT

(a) Be open to feedback. At the Company, we are committed to continual improvement to service standards.

(b) We implement a two-way passenger and driver feedback system, as well as mystery passenger audit system. We also enforce continual evaluation of a driver’s suitability and performance, and feedback accordingly. In most cases, we aim to work together with the driver via feedback sessions, training initiatives, workshops and audits etc. Results from these efforts depend on receptivity of the driver.

(c) The Company maintains a zero-tolerance policy regarding all infringements and violations of this Code of Conduct and the Driver acknowledges that this may result in suspension or termination of user access to the Grab platform.

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GRAB RESERVES THE RIGHT TO PENALIZE, THROUGH (INCLUDING BUT NOT LIMITED TO) ACCOUNT DEACTIVATION, WITHHOLDING/ REDUCTION/ FORFEIT OF DRIVER INCENTIVES/ CREDITS, SUSPENSION OR PERMANENT BANNING TO ANY DRIVER WHO VIOLATES OUR CODE OF CONDUCT. OFFENDERS AGAINST THE LAW WILL BE REPORTED ACCORDINGLY TO THE AUTHORITIES.

General Penalties are as follow:

Code Offense Min. Suspension Penalty Mid. Incentive Penalty
A Booking & Cancellation Offenses 3 days – 1 week 50%
B Fare Payment Offenses 3 days – 1 week 50%
C Gaming & Fraud Offenses 1 week – BAN FORFEIT
D & E Passenger Experience, Safety, Security & Legal Offenses 3 days – BAN FORFEIT

Repeat offenders will be punished with the next higher level of penalties. Incentives for cases under investigation will be withheld until cleared. Drivers caught gaming will be permanently banned and prohibited from entering Grab premises, and will also be punished to the full extent of the law where applicable. We reserve the right to inform our personnel and visitors of the identity of these drivers.

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By acknowledging, I declare that:

  1. I am in full understanding of all clauses and penalties stated in the above Driver’s Code of Conduct.
  2. I will be solely responsible for any and all liability, which results or is alleged as a result of the operation of my motor vehicle/passenger vehicle and/or taxi/passenger delivery service, including, but not limited to personal injuries, death and property damages.
  3. I also stand culpable for damages sustained by the Company if I am found to have contravened any of the clauses in the Driver’s Code of Conduct.
  4. I understand and agree that Company has the right to take such appropriate actions against me, including suspending or terminating my access to the GrabHitch Application in the event I breach any of the clauses of this Driver’s Code of Conduct.
  5. I am also reminded to regularly review the “Terms and Conditions For GrabHitch Drivers” as stated on https://www.grab.com/id/terms/