Grab Rides Policy 

For a safer experience for everyone.

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In an effort to ensure the safety of our driver-partners and passengers, Grab will be introducing a new rides policy effective 1 May, 2022.

LATEST POLICY

Starting 1 May, 2022 all MySejahtera COVID-19 statuses are allowed EXCEPT “High Risk” and those on “Home Surveillance Order (HSO)”.

As a result, those WITH EITHER of these MySejahtera status will be impacted in the following way:

  • For passengers, this means that they will not be able book and take a ride on any of Grab’s E-hailing services (e.g. JustGrab).
  • For driver-partners, this means that they will not be able to conduct any E-hailing jobs

Notes:

  • Vaccination status is NOT part of this policy – people of any vaccination status (no dose, 1 dose or 2 doses) can still use our E-hailing service as long as they have the MySejahtera statuses mentioned above.
  • Face masks are still required by both passengers and driver-partners throughout the entire ride.
 
RIGHTS FOR DRIVER-PARTNERS & PASSENGERS
 
As we move to keep everyone safe on the platform, our goal is to encourage a sense of shared responsibility. Our driver-partners and passengers have the right to respond towards keeping each other safe and healthy.
 
Driver-Partners
 
  • You can now request passengers to show their MySejahtera status before proceeding with the ride.
  • If a passenger’s MySejahtera status is either “High Risk” or “Home Surveillance Order (HSO)”, you have the right to not proceed with the ride and cancel with “Passenger MySejahtera Status” cancellation reason.
  • If they are not registered on MySejahtera, you have the right to not proceed with the ride and cancel and cancel with “Passenger MySejahtera Status” cancellation reason.
  • Similarly, you are also required to show your MySejahtera status to your passengers upon their request

  • If your passengers refuse to wear a mask at pickup, you may cancel the trip without affecting your CR using “Passenger is not wearing a mask” cancellation reason.

  • If your passengers remove their mask mid-ride, you may lodge a complaint here after the ride.

Passengers

  • You may request driver-partners to show their MySejahtera status before proceeding with the ride
  • If a driver’s MySejahtera status is either “High Risk” or “Home Surveillance Order (HSO)”, you have the right to not proceed with the ride and cancel with “Driver MySejahtera Status” cancellation reason.
  • If they are not registered on MySejahtera, you have the right to not proceed with the ride and cancel with “Driver MySejahtera Status” cancellation reason.
  • Similarly, you are also required to show your MySejahtera status to your driver-partner upon their request
  • If your drivers refuse to wear a mask at pickup, you may cancel the trip and book another ride using “Driver has no mask on” cancellation reason.

You can either refer to the check-in screen or profile screen on MySejahtera for this purpose. Please ensure that the MySejahtera status is updated as of the date of your ride.

Check-in Screen (Old Version)

Check-in Screen (New Version)

Profile Screen

 

 

Grab DOES NOT grant the right to ask for the following information on the MySejahtera app from both passengers and driver-partners while using the platform:

  • Vaccination Status
  • IC or Passport details
  • Phone number
  • Any other piece of information besides the COVID-19 Risk Status

Frequently Asked Questions

Q: Can I be denied an E-hailing ride on Grab because of my vaccination status?

A: No, you cannot. As long as your risk status is not “High Risk” or “Home Surveillance Order (HSO)”, you can take an E-hailing ride regardless of your vaccination status (i.e. not vaccinated, 1 dose and 2 dose).

 

Q: What should I do if the status of the driver-partner I have been assigned on Grab is “High Risk” or “Home Surveillance Order (HSO)?

A: You have the right to cancel your ride using the “Driver MySejahtera Status” cancellation reason and report this via the Help Centre. After that you can book another ride.

 

Q: Can I take a Grab ride if I am not registered on MySejahtera?

A: Driver-partners have the right to deny you a ride on any of Grab’s E-hailing services as they would not be able to verify your risk status without MySejahtera.

 

Q: Will any disciplinary action be taken on my account if I book a ride despite having a Risk Status on MySejahtera that Grab’s new policy does not allow?

A: Your account may be temporarily suspended if you are found to have done this.

Q: Will I be prohibited from doing E-hailing jobs on Grab because of my vaccination status?

A: Currently, there is no regulation preventing unvaccinated e-hailing drivers from driving. However, you are encouraged to take your vaccine as soon as possible to ensure the safety of yourself and those around you.

 

Q: What should I do if the passenger I have been assigned is either a “High Risk” or “Home Surveillance Order (HSO)” person?

A: You have the right to cancel the ride using the “Passenger MySejahtera Status” cancellation reason. You will only be able to use this at the pick up point and your Cancellation Rate will not be affected.

 

Q: Can I proceed with E-hailing jobs if I am not registered on MySejahtera?

A: No you cannot, as Grab and the passenger would not be able  to verify your risk status without MySejahtera.

 

Q: Will my Grab driver account be paused if I ferry a passenger that has a “High Risk” or “Home Surveillance Order (HSO)” status on MySejahtera?

A: Your account will not be paused, however we will look at pausing your passenger’s account instead if there is sufficient proof that your passenger had a status on MySejahtera that the latest policy does not allow.

 

Q: Am I required to ask the passenger for their MySejahtera status?

A: You are recommended to ask your passenger for their MySejahtera status, to ensure the safety of yourself as well as the platform

 

Q: Will my Grab driver account be paused for not asking the passenger for their MySejahtera status?

A: No, it will not be. However we do recommend that you ask your passenger for their MySejahtera status, to ensure the safety of yourself as well as the platform.

 

Q: Will my account be paused if I complete a ride on E-hailing while having a “High Risk” or “Home Surveillance Order (HSO) status? 

A: Your account may be temporarily paused if you are found to have done this.

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