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 can across Southeast Asia to fight this global pandemic with you.

01

We’re raising safety and hygiene standards for our passengers and consumers by:
  • Limiting physical contact with Delivery partners via Contactless Delivery.
  • Suspending GrabCar services temporarily.
  • Partnering with vendors nationwide to provide discounted medical and cleaning supplies or services for Merchant-partners.
  • Encouraging Partners to check their temperature daily and get medical help if they are unwell.
  • Updating our Help Centre to allow anyone to easily notify us of any person on our platform who appears to be unwell.

02

We’re protecting our Driver- and Delivery-partners by:
  • Augmenting 4W driver’s financial capacity through the Cash Loan program which is being repurposed to serve as an “Emergency Loan.” Drivers may loan from PHP 5k up to 10k.
  • Providing financial assistance in case of quarantine or hospitalisation. (Upcoming)

03

We’re helping merchants maintain their operations 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 consumer 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-icon-greenCreated with Sketch. Grab Support Hotline for Safety: +63 2 88837117, choose “1” for Safety
  • phone-icon copy 2Created with Sketch. Department of Health (DOH) Hotline: +62 8651 7800, Loc. 1149 o 1150

Important information for Consumers and Passengers

For GrabFood, we have:

01

Rolled out Contactless Delivery and Takeaway

  • 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

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

  • Done virtually via Grab channels.

03

Educated our partners to maintain Social Distancing

  • No more than 10 people should be in one place.
  • To observe a 1-meter distance as prescribed by DOTr.

For Grab rides, we have:

Temporarily suspended GrabCar services until further notice to comply with recent guidelines of DOTr and LTFRB.

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.

What you can do:

  • Check your own temperature twice a day.

  • Unwell? Put on a mask and see a doctor immediately.

  • Cover your mouth with tissue paper if you cough or sneeze.

  • Immediately throw used tissue paper into bin.

  • Go cashless to reduce contact. To learn how, visit GrabPay.

  • Choose Contactless Delivery.

Mahahalagang impormasyon para sa Driver- at Delivery-partners

Mga steps para siguraduhin na kayo ay ligtas:

01

Mayroong available disinfectant refill stations sa Grab Driver Centers around Metro Manila para ma-disinfect ang inyong mga sasakyan o delivery-bags

  • Ang centers ay equipped with sanitisers/disinfectants.
  • Ito rin ay accessible buong araw.

02

Revised policy para sa no-show consumers

  • Para sa mga pagkakataong no-show ang consumer, aming tatanggapin ang mga photos bilang pruweba dito.

03

Compensation para sa mga Driver-partners na nag positivesa COVID-19 test. [Upcoming]

Ito ay para sa mga:

  • Nag positibo sa COVID-19.
  • Last trip o active booking ay 30 araw bago ng date na nag-send ka ng report sa Grab
     

04

Assistance para sa lahat ng Driver- at Delivery-partners na may existing GrabFinance policies

  • Magkakaroon ng adjustments sa terms of repayment.
  • For more information, tawagan ang GrabFinance Collections Hotline sa 8231-3608 o pumunta sa Live Chat sa Help Centre gamit ang iyong Grab Driver app. 

Paano mananatiling ligtas:

  • Palaging i-sanitise ang sasakyan o delivery bag.

  • Gumamit ng hand sanitizer matapos humawak ng pera.

  • I-check ang inyong temperature 2 beses sa isang araw.

  • Magsuot ng face mask at all times at kung may nararamdamang sintomas ay 'wag piliting bumiyahe at kumonsulta agad sa doktor.

  • Takpan ang bibig ng tissue sa tuwing uubo o babahing.

  • Takpan ang bibig ng tissue sa tuwing uubo o babahing.

  • Agad na itapon ang gamit na tissue sa basurahan.

  • Pagbaba ng passenger, linisin ang upuan, seatbelt, at door handles gamit ang sanitiser.

  • I-remind ang ating consumers tungkol sa Contactless Delivery. Maaaring ibaba ang order sa isang pinag-usapan na lugar para iwasan na magkaroon ng contact.

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.

  • Remind Grab Delivery-partners of Contactless Delivery. They just need to use GrabChat to make arrangements with the consumer, 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 food.

  • Wash dishes regularly and keep kitchen clean.

  • Cover or wrap food properly.

  • Keep food at safe temperature.

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 consumer, 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 consumer.