{"id":53813,"date":"2019-12-04T11:56:54","date_gmt":"2019-12-04T03:56:54","guid":{"rendered":"https:\/\/www.grab.com\/my\/?post_type=policy&#038;p=53813"},"modified":"2026-10-02T00:36:03","modified_gmt":"2026-10-01T16:36:03","slug":"code-of-conduct-driver","status":"publish","type":"policy","link":"https:\/\/www.grab.com\/my\/terms-policies\/code-of-conduct-driver\/","title":{"rendered":"Code of Conduct \u2013 Driver \/ Delivery Partner Guidelines"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"53813\" class=\"elementor elementor-53813\" data-elementor-post-type=\"policy\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-6ea4a1fe elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"6ea4a1fe\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-150dcbd2\" data-id=\"150dcbd2\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-59cfe2f4 elementor-widget elementor-widget-gfb-breadcrumb\" data-id=\"59cfe2f4\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"gfb-breadcrumb.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t    <div class=\"gfb-breadcrumb\">\n      <ul>\n                  <li>\n                          <a href=\"https:\/\/www.grab.com\/my\/terms-policies\/\">Terms and Policies<\/a>\n                            \n          <\/li>\n                  <li>\n                         <a href=\"#\" class=\"active\">Code of Conduct: Driver \/ Delivery Partner Guidelines<\/a>\n                            \n          <\/li>\n              <\/ul>\n    <\/div>\n        \t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-13d0e0b7 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"13d0e0b7\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-3b039aa4\" data-id=\"3b039aa4\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-1b49ebfd elementor-widget elementor-widget-heading\" data-id=\"1b49ebfd\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h1 class=\"elementor-heading-title elementor-size-default\">Code of Conduct: Driver \/ Delivery Partner Guidelines\n<\/h1>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-942ebbf elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"942ebbf\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-ac062da\" data-id=\"ac062da\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-6302d2b elementor-widget elementor-widget-spacer\" data-id=\"6302d2b\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-86bee51 elementor-hidden-phone elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"86bee51\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-narrow\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-28864f2\" data-id=\"28864f2\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-1badfd93 elementor-widget elementor-widget-image\" data-id=\"1badfd93\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img fetchpriority=\"high\" decoding=\"async\" width=\"2281\" height=\"827\" src=\"https:\/\/assets.grab.com\/wp-content\/uploads\/sites\/8\/2019\/10\/16160939\/code-of-conduct-hero-driver1.png\" class=\"attachment-full size-full wp-image-49460\" alt=\"\" srcset=\"https:\/\/assets.grab.com\/wp-content\/uploads\/sites\/8\/2019\/10\/16160939\/code-of-conduct-hero-driver1.png 2281w, https:\/\/assets.grab.com\/wp-content\/uploads\/sites\/8\/2019\/10\/16160939\/code-of-conduct-hero-driver1-250x91.png 250w, https:\/\/assets.grab.com\/wp-content\/uploads\/sites\/8\/2019\/10\/16160939\/code-of-conduct-hero-driver1-768x278.png 768w, https:\/\/assets.grab.com\/wp-content\/uploads\/sites\/8\/2019\/10\/16160939\/code-of-conduct-hero-driver1-700x254.png 700w, https:\/\/assets.grab.com\/wp-content\/uploads\/sites\/8\/2019\/10\/16160939\/code-of-conduct-hero-driver1-120x44.png 120w\" sizes=\"(max-width: 2281px) 100vw, 2281px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-4d14a3fc elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"4d14a3fc\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-narrow\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-759e999e\" data-id=\"759e999e\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-106f2862 elementor-hidden-desktop elementor-hidden-tablet elementor-widget elementor-widget-image\" data-id=\"106f2862\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"961\" height=\"525\" src=\"https:\/\/assets.grab.com\/wp-content\/uploads\/sites\/8\/2019\/10\/16160944\/code-of-conduct-hero-driver-mobile1.png\" class=\"attachment-full size-full wp-image-49461\" alt=\"\" srcset=\"https:\/\/assets.grab.com\/wp-content\/uploads\/sites\/8\/2019\/10\/16160944\/code-of-conduct-hero-driver-mobile1.png 961w, https:\/\/assets.grab.com\/wp-content\/uploads\/sites\/8\/2019\/10\/16160944\/code-of-conduct-hero-driver-mobile1-250x137.png 250w, https:\/\/assets.grab.com\/wp-content\/uploads\/sites\/8\/2019\/10\/16160944\/code-of-conduct-hero-driver-mobile1-768x420.png 768w, https:\/\/assets.grab.com\/wp-content\/uploads\/sites\/8\/2019\/10\/16160944\/code-of-conduct-hero-driver-mobile1-700x382.png 700w, https:\/\/assets.grab.com\/wp-content\/uploads\/sites\/8\/2019\/10\/16160944\/code-of-conduct-hero-driver-mobile1-120x66.png 120w\" sizes=\"(max-width: 961px) 100vw, 961px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-541a2468 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"541a2468\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-1f99d499\" data-id=\"1f99d499\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-7791dc6 elementor-widget elementor-widget-html\" data-id=\"7791dc6\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"html.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"gr-g-langBtnGrp\">\n    <div class=\"gr-g-langBtnGrp--btn gr-g-langBtnGrp--btn--active\">\n        <div class=\"gr-g-langBtnGrp--btnInner\">\n            <a href=\"#\">EN<\/a>\n        <\/div>\n    <\/div>\n    <div class=\"gr-g-langBtnGrp--btn\">\n        <div class=\"gr-g-langBtnGrp--btnInner\">\n            <a href=\"https:\/\/www.grab.com\/my\/terms-policies\/code-of-conduct-driver-bm\/\">BM<\/a>\n        <\/div>\n    <\/div>\n<\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-455945b6 elementor-widget elementor-widget-heading\" data-id=\"455945b6\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">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 partner community.\n\nThis Guideline helps create a safe, fair and enjoyable environment for everyone.  It outlines infringements that may result in enforcement action. Depending on the nature, severity and frequency of an infringement, enforcement action may include restrictions and deprioritisation to certain service types or features, downgrading of your GrabBenefits tier standing, restrictions from queues, suspension, or termination of access to the Grab Driver and Delivery-partners platform.\n<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-5e29e905 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"5e29e905\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-57fc4ff9\" data-id=\"57fc4ff9\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-34b39235 elementor-tabs-view-horizontal elementor-widget elementor-widget-tabs\" data-id=\"34b39235\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"tabs.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-tabs\">\n\t\t\t<div class=\"elementor-tabs-wrapper\" role=\"tablist\" >\n\t\t\t\t\t\t\t\t\t<div id=\"elementor-tab-title-8841\" class=\"elementor-tab-title elementor-tab-desktop-title\" aria-selected=\"true\" data-tab=\"1\" role=\"tab\" tabindex=\"0\" aria-controls=\"elementor-tab-content-8841\" aria-expanded=\"false\">Stay Safe And Follow The Law<\/div>\n\t\t\t\t\t\t\t\t\t<div id=\"elementor-tab-title-8842\" class=\"elementor-tab-title elementor-tab-desktop-title\" aria-selected=\"false\" data-tab=\"2\" role=\"tab\" tabindex=\"-1\" aria-controls=\"elementor-tab-content-8842\" aria-expanded=\"false\">Respect Our Grab Users<\/div>\n\t\t\t\t\t\t\t\t\t<div id=\"elementor-tab-title-8843\" class=\"elementor-tab-title elementor-tab-desktop-title\" aria-selected=\"false\" data-tab=\"3\" role=\"tab\" tabindex=\"-1\" aria-controls=\"elementor-tab-content-8843\" aria-expanded=\"false\">Be a Good Grab Citizen<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t<div class=\"elementor-tabs-content-wrapper\" role=\"tablist\" aria-orientation=\"vertical\">\n\t\t\t\t\t\t\t\t\t<div class=\"elementor-tab-title elementor-tab-mobile-title\" aria-selected=\"true\" data-tab=\"1\" role=\"tab\" tabindex=\"0\" aria-controls=\"elementor-tab-content-8841\" aria-expanded=\"false\">Stay Safe And Follow The Law<\/div>\n\t\t\t\t\t<div id=\"elementor-tab-content-8841\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"1\" role=\"tabpanel\" aria-labelledby=\"elementor-tab-title-8841\" tabindex=\"0\" hidden=\"false\"><h3 style=\"font-family: Inter, sans-serif; color: #333333;\"><span style=\"color: #00b140;\"><span style=\"line-height: 1;\">[NEW] Ensure Door-to-Door Delivery<\/span><\/span><\/h3><p><b>Direct Handovers:<\/b><span style=\"font-weight: 400;\"> Delivery Partners are required to hand over the consumer orders directly to them as part of our promised door-to-door service.<\/span><span style=\"font-weight: 400;\"><br \/><\/span><span style=\"font-weight: 400;\"><br \/><\/span><b>Alternative Arrangements:<\/b><span style=\"font-weight: 400;\"> If door-to-door delivery is not possible (e.g., due to restricted access), please contact the consumer via GrabChat to confirm if they\u2019re okay with the order being left in an agreed-upon location, such as a common area.<\/span><span style=\"font-weight: 400;\"><br \/><\/span><span style=\"font-weight: 400;\"><br \/><\/span><b>Uncontactable Consumer:<\/b><span style=\"font-weight: 400;\"> If the consumer cannot be reached within 10 minutes, document your attempted calls or 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.<\/span><span style=\"font-weight: 400;\"><br \/><\/span><span style=\"font-weight: 400;\"><br \/><\/span><b>No Safe Place Available:<\/b><span style=\"font-weight: 400;\"> If there is no secure location available for the order, choose the nearest viable &#8220;safe space&#8221; (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 &#8216;Completed.&#8217;<\/span><\/p><p><b>Important Notes:<\/b><\/p><ol><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Delivery Partners are <\/span><b>not allowed<\/b><span style=\"font-weight: 400;\"> to take the consumer\u2019s order back to their own home.<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><b>Photographs as proof of delivery are mandatory<\/b><span style=\"font-weight: 400;\"> for all completed orders.<\/span><\/li><\/ol><p><b>Examples of Infringements:<\/b><\/p><ul><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">The Delivery Partner does not provide door-to-door service, even when access is allowed by the building management.<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">The Delivery Partner drops off an order in a common area without obtaining the consumer\u2019s consent beforehand.<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">The Delivery Partner fails to make reasonable efforts to reach the consumer, and no proof of attempted contact (calls or messages) is provided.<\/span><\/li><\/ul><div><hr \/><\/div><h3><span style=\"color: #00b140;\"><strong>Maintain proper documentation to drive.<\/strong><\/span><\/h3><p>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.<\/p><p><strong>Examples of Infringement<\/strong><\/p><ul><li>Driving without valid driving license\/vocational license\/ vehicle insurance<\/li><li>Using false document to sign up as a driver<\/li><\/ul><hr \/><h3><span style=\"color: #00b140;\"><strong>Assault, harassment or abuse of any kind will not be tolerated.\u00a0<\/strong><\/span><\/h3><p>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\u2019s 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.<\/p><p><strong>Examples of Infringement<\/strong><\/p><p>Committing the following towards all Grab users and Grab employees:<\/p><ul><li>Attempted or actual criminal acts on the platform including physical\/sexual assault, rape, murder, or kidnap<\/li><li>Attempted or actual sexual advancement<\/li><li>Explicit staring, leering, or gestures<\/li><li>All forms of verbal or written &#8211; 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<\/li><li>Use of vulgar, rude, or inappropriate words in any form<\/li><li>All forms of physical or in-person harassment<\/li><li>Contacting or stalking users after bookings are completed for personal reasons either online or in-person<\/li><\/ul><p data-target=\"#ul11\">See more<\/p><hr \/><h3><span style=\"color: #00b140;\"><strong>Do not commit crimes.<\/strong><\/span><\/h3><p>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.<\/p><p><strong>Examples of Infringement<\/strong><\/p><ul><li>Criminal offences under State Law<\/li><li>Driver partner is under investigation for a criminal offense by the authorities<\/li><li>Intentional damage or vandalism to Grab user\u2019s or company\u2019s property<\/li><li>Failure to comply with regulations\/instructions as required by Grab or the government<\/li><\/ul><hr \/><h3><span style=\"color: #00b140;\"><strong>Follow road safety laws.<\/strong><\/span><\/h3><p>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.<\/p><p><strong>Examples of Infringement<\/strong><\/p><ul><li>Causing injuries\/ permanent disability\/ death to users, third parties or pedestrian(s)<\/li><li>Violating traffic regulations including but not limited to:<ul><li>Causing injuries\/permanent disability\/death to users, third parties or pedestrian(s)<\/li><li>Operating vehicle without a valid license or insurance<\/li><li>Driving or riding above the speed limit on roads or footpaths<\/li><li>Driving or riding without a seatbelt\/helmet<\/li><li>Distracted driving or riding<\/li><li>Driving or riding while fatigued<\/li><li>Reported unsafe driving\/riding behaviour<\/li><li>Intentionally concealing vehicle registration plate<\/li><\/ul><\/li><\/ul><hr \/><h3><span style=\"color: #00b140;\"><strong>Alcohol, drugs and weapons are not tolerated.<\/strong><\/span><\/h3><p>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\u2019s services. If you have reason to suspect the nature of the contents of your parcel, please notify Grab and the authorities.<\/p><p><strong>Examples of Infringement<\/strong><\/p><ul><li>Possession of any weapon such as guns, pepper spray, batons, or knives<\/li><li>Possession of drugs or any illegal drug-related offences<\/li><li>Being under the influence of drugs or alcohol during a Grab booking<\/li><li>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<\/li><li>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<\/li><\/ul><hr \/><h3><span style=\"color: #00b140;\"><strong>Look after your vehicle.<\/strong><\/span><\/h3><p>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.<\/p><p><strong>Examples of Infringement<\/strong><\/p><ul><li>Complaints on condition of your safety equipment (seatbelt \/ helmet)<\/li><li>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)<\/li><li>Driving a different vehicle\/plate\/account than the one indicated in the app<\/li><li>Driving or riding a different vehicle\/plate\/account than the one indicated in the app<\/li><li>Permitting any other person to use your vehicle or license to do Grab bookings on your behalf<\/li><li>Not using the correct mode of transport\/delivery as registered with Grab<\/li><li>Sharing or pooling of vehicle during bookings\/deliveries<\/li><\/ul><hr \/><h3><span style=\"color: #00b140;\"><strong>Practise good hygiene.<\/strong><\/span><\/h3><p>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.<\/p><p><strong>Examples of Infringement<\/strong><\/p><ul><li>Not wearing mask or face shield during bookings \/ deliveries<\/li><li>Driving or riding if you feel unwell<\/li><li>Failure to inform Grab if you contract COVID-19 or were exposed to a person who contracted COVID-19<\/li><li>Not ventilating or disinfecting vehicle \/ delivery bag regularly<\/li><li>Not washing hands or sanitising regularly<\/li><li>Not maintaining social distancing when waiting for bookings or collecting orders from merchant-partners<\/li><\/ul><hr \/><h3><span style=\"color: #00b140;\"><strong>Practise safe and effective delivery.<\/strong><\/span><\/h3><p>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\u00a0<a href=\"https:\/\/www.grab.com\/my\/terms-policies\/polisi-peralatan-grabfood\" target=\"_blank\" rel=\"noopener\">here<\/a>.<\/p><p><b><\/b><b><br \/><\/b><b>Examples of Infringement<\/b><\/p><p>\u2022 Delivery-Partners not using either the official Grab issued delivery bag or an alternative delivery bag of equivalent size, specifications, and features during the pick-up and delivery of food or goods, while on the job with GrabFood\/GrabMart\/GrabExpress<br \/>\u2022 Delivery-Partners not cleaning and sanitizing your Grab delivery bag regularly<br \/>\u2022 Delivery-Partners not replacing the damaged delivery bag.<\/p><\/div>\n\t\t\t\t\t\t\t\t\t<div class=\"elementor-tab-title elementor-tab-mobile-title\" aria-selected=\"false\" data-tab=\"2\" role=\"tab\" tabindex=\"-1\" aria-controls=\"elementor-tab-content-8842\" aria-expanded=\"false\">Respect Our Grab Users<\/div>\n\t\t\t\t\t<div id=\"elementor-tab-content-8842\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"2\" role=\"tabpanel\" aria-labelledby=\"elementor-tab-title-8842\" tabindex=\"0\" hidden=\"hidden\"><h3><span style=\"color: #00b140;\"><strong>Respect the privacy of our Grab users.<\/strong><\/span><\/h3><p>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.<\/p><p><strong>Examples of Infringement<\/strong><\/p><ul><li>Sharing, distributing and\/or publishing a user&#8217;s or entity\u2019s personal identifiable information without their consent or in a defamatory nature<\/li><li>Illegal recording of audio or video of users (e.g. through concealed or disguised recording devices)<\/li><li>Capture of images or video recordings of any person or individual, including but not limited to customers, passengers, merchants, or bystanders, when taking Proof of Delivery (POD) or Proof of Pickup (POP). Images or videos captured shall feature only the order items.<\/li><\/ul><hr \/><h3><span style=\"color: #00b140;\"><strong>Do not discriminate.<\/strong><\/span><\/h3><p>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.<\/p><p><strong>Examples of Infringement<\/strong><\/p><ul><li>Refusing or cancelling a booking based on the user&#8217;s characteristic(s)<\/li><li>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<\/li><\/ul><hr \/><h3><span style=\"color: #00b140;\"><strong>Be fair to our Grab users.<\/strong><\/span><\/h3><p>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.<\/p><p><strong>Examples of Infringement<\/strong><\/p><ul><li>Picking up passenger with another passenger in the vehicle for non-GrabShare rides<\/li><li>Dropping off delivery with another user in vehicle<\/li><li>Requesting another driver to pick up passenger or passenger to ride with another driver<\/li><li>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<\/li><li>Overcharging by requesting a fare higher than what is stated on the app or meter while returning an item that was left behind by the passenger<\/li><li>For GrabTaxi bookings, failure to turn on taxi meter during the booking<\/li><li>Cancelling a booking without a valid reason or giving a false reason (e.g. &#8220;Restaurant is closed)<\/li><li>Asking user to exit the vehicle before booking is complete<\/li><li>Not dropping user or delivery at destination without reasonable cause<\/li><li>Making an unnecessary detour (e.g. to fill fuel)<\/li><li>Collecting cash for non-cash (e.g. GrabPay) bookings<\/li><li>Not honoring promos or discounts given to users<\/li><li>Refusing (unreasonably) to pick up passengers who are within the vehicle&#8217;s safe capacity as listed in the\u00a0<a href=\"https:\/\/help.grab.com\/passenger\/en-my\/360001613007\" target=\"_blank\" rel=\"noopener\"><u>Guide<\/u><\/a><\/li><\/ul><hr \/><h3><span style=\"color: #00b140;\"><strong>Be well-mannered with our Grab users.<\/strong><\/span><\/h3><p>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.<\/p><p><strong>Examples of Infringement<\/strong><\/p><ul><li>Smoking during bookings (e.g. in the vehicle or when making a delivery)<\/li><li>Inappropriate attire (e.g. shorts\/sleeveless shirts\/slippers)<\/li><li>Dirty or unhygienic (interior or exterior) vehicle such as cigarette or any uncomfortable smell<\/li><li>Failure to adhere to passenger&#8217;s reasonable requests (e.g. turning on air conditioner (AC), lowering radio volume, rolling car windows down)<\/li><li>Verbal in-person exchange of words that are deemed overtly personal which includes attempts to obtain another person&#8217;s phone number, home address, daily activities and routine, other personal non-sexual information<\/li><\/ul><hr \/><h3><span style=\"color: #00b140;\"><strong>Ensure a seamless experience.<\/strong><\/span><\/h3><p>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\u2019s 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.<\/p><p><strong>Examples of Infringement<\/strong><\/p><ul><li>Forcing passenger to be picked up\/dropped off at non designated location<\/li><li>Forcing users to cancel booking without a valid reason<\/li><li>Failure to pick up or drop parcel at designation location<\/li><li>Intentionally picking up another driver&#8217;s passenger<\/li><li>Intentionally preventing other drivers from picking up passengers \/ fulfilling orders<\/li><li>Making an off-platform booking with users<\/li><li>Changing route without passenger\u2019s permission<\/li><li>Soliciting for or with passenger \/ consumer \/ merchant \/ other driver-\/delivery-partners<\/li><li>Tampering of food or delivery items<\/li><li>Inability to issue waybill and proper proof of pick-up, proof of delivery photos<\/li><\/ul><hr \/><h3><span style=\"color: #00b140;\"><strong>In case of emergency&#8230;<\/strong><\/span><\/h3><p>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<\/p><p><strong>Examples of Infringement<\/strong><\/p><ul><li>Failing to inform Grab within 48 hours of a road traffic accident<\/li><li>Intentionally evading responsibility towards users including affected third party after accident occurs<\/li><li>Intentionally using Grab Emergency Hotline for non-emergency matters<\/li><\/ul><\/div>\n\t\t\t\t\t\t\t\t\t<div class=\"elementor-tab-title elementor-tab-mobile-title\" aria-selected=\"false\" data-tab=\"3\" role=\"tab\" tabindex=\"-1\" aria-controls=\"elementor-tab-content-8843\" aria-expanded=\"false\">Be a Good Grab Citizen<\/div>\n\t\t\t\t\t<div id=\"elementor-tab-content-8843\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"3\" role=\"tabpanel\" aria-labelledby=\"elementor-tab-title-8843\" tabindex=\"0\" hidden=\"hidden\"><h3><span style=\"color: #00b140;\"><strong>Act in good faith.<\/strong><\/span><\/h3><p>Use the Grab platform honestly and only for its intended purposes. Do not cheat, defraud, manipulate, circumvent or misuse any Grab service, feature, rule, control or system to obtain an unfair advantage, disrupt Grab\u2019s operations, or negatively affect other users or partners.<\/p><p>Use only the official Grab Driver application downloaded from the Google Play\/Apple Store.<\/p><p><strong>Examples of Infringement<\/strong><\/p><ul><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Using unofficial Grab applications.\u00a0<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Installing, keeping or using any applications or devices that may modify Grab\u2019s intended user experience to obtain an unfair advantage.<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Using location-spoofing applications, rooted, jailbroken or modified devices, or Xposed frameworks.\u00a0<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Sharing accounts or creating duplicate accounts.\u00a0<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Manipulating bookings, incentives, fares, bonuses or other earnings to obtain an unfair advantage.\u00a0<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Creating self-bookings, false bookings or accounts to obtain an unfair advantage.\u00a0<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Conspiring with passengers, merchants, other driver or delivery-partners, or Grab employees to manipulate bookings, earnings, service access or queue.\u00a0<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Completing a booking or order without arriving at the actual pickup or drop-off point.\u00a0<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Retaining possession of passenger property left behind in vehicle for more than 24 hours after reporting to Grab.<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">False completion of bookings \u2013 completing ride or order without arriving at actual pickup or drop-off point.<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Covering or obscuring face of meter (GrabTaxi only).<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Failing to issue a receipt, entering an incorrect amount on a receipt or refusing to provide a receipt (GrabTaxi only).<\/span><\/li><\/ul><hr \/><h3><span style=\"color: #00b140;\"><strong>Respect our Grab staff.<\/strong><\/span><\/h3><p>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.<\/p><p><strong>Examples of Infringement<\/strong><\/p><ul><li>Insulting or threatening Grab or its employees in all forms<\/li><li>Exposing Grab or its employees on Social Media<\/li><\/ul><hr \/><h3><span style=\"color: #00b140;\"><strong>Maintain good behaviour on the platform.<\/strong><\/span><\/h3><p>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<\/p><p><strong>Examples of Infringement<\/strong><\/p><ul><li>Driver rating falls below 4.5<\/li><li>High Cancellation Rate<\/li><\/ul><div><p dir=\"ltr\" style=\"line-height: 1.38; margin-top: 0pt; margin-bottom: 17pt;\"><span style=\"font-size: 12pt; background-color: transparent; font-variant-numeric: normal; font-variant-east-asian: normal; font-variant-alternates: normal; font-variant-position: normal; font-variant-emoji: normal; vertical-align: baseline; white-space-collapse: preserve;\">For Premium and Premium | Exec Driver-Partners, there is a separate service level requirement as stated on<\/span> <a href=\"https:\/\/www.grab.com\/my\/grab-premium-premium-exec-service-types\/\"><span style=\"font-size: 12pt; color: #1155cc; background-color: transparent; font-variant-numeric: normal; font-variant-east-asian: normal; font-variant-alternates: normal; font-variant-position: normal; font-variant-emoji: normal; text-decoration-line: underline; text-decoration-skip-ink: none; vertical-align: baseline; white-space-collapse: preserve;\">this page.<\/span><\/a><\/p><\/div><hr \/><h3><span style=\"color: #00b140;\"><strong>Be open to feedback and training.<\/strong><\/span><\/h3><p>We value the feedback of both our users and driver-partners. We continuously evaluate a driver\u2019s driver-partner&#8217;s performance and provide feedback accordingly. You may be required to attend training sessions organised by Grab to improve your service levels.<\/p><p><strong>Examples of Infringement<\/strong><\/p><ul><li>Failure to attend reeducation session due to violation of Code of Conduct<\/li><li>Failure to complete any mandatory training as required by Grab<\/li><\/ul><hr \/><h3><span style=\"color: #00b140;\"><strong>Reporting of Concerns: Grab Employees.<\/strong><\/span><\/h3><p>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 <a href=\"https:\/\/help.grab.com\/driver\/en-my\/360001741447\">here<\/a>. For all other issues, please report them through the Help Centre. You may refer <a href=\"https:\/\/help.grab.com\/driver\/en-my\/900006390783-How-to-report-an-issue-via-the-Help-Centre\">here<\/a> 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.<\/p><p>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.<\/p><p><span data-sheets-formula-bar-text-style=\"font-size:16px;color:#333333;font-weight:normal;text-decoration:none;font-family:'Arial';font-style:normal;text-decoration-skip-ink:none;\">Email: <\/span><a data-sheets-formula-bar-text-link=\"mailto:whistleblowing@grab.com\" data-sheets-formula-bar-text-style=\"font-size:16px;color:#333333;font-weight:normal;text-decoration:underline;font-family:''Arial'';font-style:normal;text-decoration-skip-ink:none;\">whistleblowing@grab.com<\/a><\/p><p><span data-sheets-formula-bar-text-style=\"font-size:16px;color:#333333;font-weight:normal;text-decoration:none;font-family:'Arial';font-style:normal;text-decoration-skip-ink:none;\">Online reporting tool: <a href=\"http:\/\/grb.to\/whistleblow\">grb.to\/whistleblow<\/a><\/span><\/p><p>Grab shall observe the following principles with regards to any such concerns\/issues raised in good faith:<\/p><ul><li>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.<\/li><li>Retaliation: Grab does not tolerate any form of retaliation, reprisal or harassment against whistleblowers.<\/li><\/ul><\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t","protected":false},"parent":0,"menu_order":0,"template":"elementor_header_footer","class_list":["post-53813","policy","type-policy","status-publish","hentry"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.grab.com\/my\/wp-json\/wp\/v2\/policy\/53813","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.grab.com\/my\/wp-json\/wp\/v2\/policy"}],"about":[{"href":"https:\/\/www.grab.com\/my\/wp-json\/wp\/v2\/types\/policy"}],"version-history":[{"count":95,"href":"https:\/\/www.grab.com\/my\/wp-json\/wp\/v2\/policy\/53813\/revisions"}],"predecessor-version":[{"id":236365,"href":"https:\/\/www.grab.com\/my\/wp-json\/wp\/v2\/policy\/53813\/revisions\/236365"}],"wp:attachment":[{"href":"https:\/\/www.grab.com\/my\/wp-json\/wp\/v2\/media?parent=53813"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}