Overview

For Customers

For Driver- and Delivery-partners

For Merchant-partners

Overcoming
COVID-19 together

Stay updated about our efforts to keep you safe.

Dear Grab community,

We recognise the huge impact that the coronavirus (COVID-19) has caused to your daily lives. We are doing everything we come across Southeast Asia to fight this global pandemic with you.

01

We’re raising safety and hygiene standards for our passengers and customers by:
  • Limiting physical contact with Delivery-partners via Contactless Delivery, Contactless Payment (with OVO), and GrabFood pick-up.
  • Providing face masks and hand sanitisers to Driver- and Delivery-partners. We have distributed over 1 million pieces across the region and are doing our best to get more.
  • Launching a GrabFood Delivery Statement Card that states the time of preparation, as well as names and temperature of people who handled your food order.
  • Partnering with vendors nationwide to provide discounted medical and cleaning supplies or services for Merchant-partners.
  • Encouraging our Partners to check their temperature daily at our temperature monitoring stations.
  • Temporarily suspending the accounts of Partners who confirm they are unwell until they submit a medical certificate to prove they are free from COVID-19.

02

We’re protecting our Driver- and Delivery-partners by:
  • Offering medical subsidies to encourage those who feel unwell to see a doctor immediately.
  • Providing financial assistance in case of quarantine or hospitalisation.
  • Providing free health consultation through GrabHealth.

03

We’re supporting merchants who are experiencing a decrease in in-store dining by:
  • Driving more sales for the local and independent Merchant-partners currently on our platform.
  • Speeding up the process of bringing local merchants onto Grab to reach a wider customer base.

04

We’re collaborating with local authorities and government bodies by:
  • Providing 24/7 contact tracing support.
  • Cascading the latest industry safety and hygiene standards to our partners.
  • Temporarily suspending the accounts of Partners who confirm they are unwell until they submit a medical certificate to prove they are free from COVID-19.

Coronavirus (COVID-19) Safety Resources

  • phone-iconCreated with Sketch. Department of Health Hotline: 119

Important information for Customers and Passengers

For GrabFood and GrabExpress, we have:

01

Removed the sale of wild animal meat on GrabFood

  • This is a safety precaution.

02

Rolled out Contactless Delivery

  • With GrabChat, you can tell our Delivery-partner where to drop off your food or order e.g. at the door.
  • This helps to minimise physical contact.

03

Educated our partners (Merchants and Delivery-partners) about food hygiene

  • Done virtually via Grab channels.

04

Launched the GrabFood Delivery Statement Card

  • This slip will either be stapled to your food delivery package or photographed and sent to you via GrabChat by our Delivery-partner.
  • This slip will state the time of preparation, and name and temperature of every person who handled your food order.

05

Educated our partners to maintain Social Distancing

  • No more than 10 people should be in one place.

06

Increased safety measures across GrabKitchen outlets

  • All working staff to have their temperature taken daily before starting their shifts and before collecting food orders.
  • To ensure every food order is packed properly before handing it over to Delivery-partners in a contactless manner.

07

Expanded our delivery coverage by partnering with Ninja Xpress

  • Access on-demand delivery service at affordable rates via the Grab app.
  • Get delivery coverage across Jabodetabek, Bali, Sumatra, Kalimantan, Maluku, Nusa Tenggara, Sulawesi, and Papua.

For GrabBike, we have:

Distributed over 100.000 safety masks to our Rider-partners

  • Available at Grab Lounges in Daan Mogot, Kebayoran Lama, Grab Lounge TB Simatupang, as well as 4 train stations in Jakarta. Hand sanitisers are also available here.
  • This is to ensure you a safer ride with our Partners.

For GrabHealth, we have:

Introduced convenient online health services

  • Get free educational content and health consultations by medical professionals in-app.
  • Online access to buy health products and supplement through GrabHealth.

For GrabFresh, we have:

01

Rolled out Contactless Delivery

  • With GrabChat, you can tell our Delivery-partner where to drop off your food or order e.g. at the door.
  • This helps to minimise physical contact.

02

Provided discounts to help you stay healthy

  • Get discount off fruits and vegetables.
  • Free delivery for all groceries.

For overall precaution, we have:

Updated the Grab Help Centre in our app so anyone can make a report if they notice our partner might be unwell, after which:

  1. An agent will contact the partner;
  2. If the partner confirms they are unwell, we will temporarily suspend their account;
  3. The partner will have their account restored after they submit a Medical Certificate that proves they are free from COVID-19.

Our recommendation when using Grab:

  • Wash or sanitise your hands before and after taking a ride.

  • Limit physical interaction with the driver.

  • When riding GrabBike, hold the hand grip behind the passenger seat instead of the driver.

  • Check your own temperature twice a day.

  • Always wear your mask when outside.

  • Immediately throw your used tissue paper into dustbin.

  • Choose cashless payment. Visit OVO to learn more.

  • Choose Contactless Delivery.

Important information for Driver- and Delivery-partners

We will provide:

01

Safety equipment to our Driver-partners

  • A total of 100,000 face masks can be collected at selected train stations, GrabBike Lounge and redeemed through GrabBenefits.
  • Face masks can also be collected at the Stasiun Sudirman, Gondangdia, Manggarai, and Tebet train stations between 7 AM and 10 AM.
  • Sanitisers/disinfectants will be available across 11 GrabNow Shelters and 3 GrabBike Lounges.
  • Discounts for vitamins as well as jacket and helmet cleaning via GrabBenefits.

02

A GrabCare package that offers financial and medical assistance to all drivers [Upcoming]

  • For those who are quarantined by public health authorities.
  • For those who are diagnosed with COVID-19.

03

An Income Lost Protection for Driver-partners who are diagnosed with COVID-19 or quarantined by public health authorities.

  • GrabBike Driver: IDR 1.500.000.
  • GrabCar Driver: IDR 3.000.000.

Terms and conditions

04

Daily instalments/deductions from Grab such as SGC attributes or training will be excluded for 14 days

  • This income assistance programme will be monitored and may change at any time to ensure an optimal level of protection.

How you can stay safe:

  • Sanitise your vehicle or delivery bag regularly.

  • Sanitise your hands after touching cash.

  • Check own temperature twice a day.

  • Always put on a mask when outside.

  • Immediately throw used tissue paper into bin.

  • After dropping off passenger, clean the seat. For four-wheeler clean seatbelt and door handles with sanitiser.

  • Remind customers of Contactless Delivery via GrabChat. You can drop off the food at a pre-agreed spot to minimise physical contact.

  • For cloth mask wearing, wash the mask immediately after use. Keep the mask in a waterproof container after changing it in the middle of your daily activities

  • For disposable mask wearing, dispose it immediately after use

Important information for Merchant-partners

What Food Merchants should do:

  • Set up contactless takeaway stations for delivery riders to pick up orders a safe distance away from your restaurant staff.
  • Use Self-pickup feature to reduce contact.
  • Remind Grab Delivery-partners of Contactless Delivery. They just need to use GrabChat to make arrangements with the customer, and agree on a drop-off spot that is safe and will minimise physical contact between them.
  • Take regular temperature checks of your staff and all delivery riders. With the launch of GrabFood Delivery Statement Card, you will be required to fill it in with the time of preparation, as well as names and temperature of every person who handled the food order.
  • Wash hands with soap and water before handling food.

  • Wash all cooking utensils and sanitise the kitchen regularly.

  • Do not leave any food exposed.
  • Keep food at safe temperature.
  • Seal food delivery package properly before passing to Delivery-partners to minimise possible contamination of the food.
  • Every 4 hours, sanitise the kitchen area and other high contact surfaces like door handles or phones .
  • Ensure your food-handling staff wear masks, gloves, and a hairnet.

  • Print the GrabFood Delivery Statement Card and staple it outside the food delivery package, so that the Driver-partner can easily take a photo of card and send it to the passenger.
  • Advise all staff to avoid touching their eyes, nose, and mouth.
  • Wash and thoroughly clean all raw materials, like fruits, vegetables, meat, and others.
  • Sick animals that have died of diseases should not be eaten.
  • Do not use the same chopping board and knife for both cooked food and raw ingredients.
  • If you plan to change the opening hours of your establishment during this period, update it on the GrabFood app so you avoid disappointing your customers.

What Non-food Merchants should do:

  • Sanitise the area you store your inventory.
  • Remind Grab Delivery-partners of Contactless Delivery. They just need to use GrabChat to make arrangements with the customer, and agree on a drop-off spot that is safe and will minimise physical contact between them.
  • Take regular temperature checks of your staff and all delivery riders.
  • Wash hands with soap and water before handling goods.
  • Wash hands before and after handing goods to a rider or customer.