Welcome to Grab Community Guidelines

Hi there!

Thanks for taking the time to read this. As our community continues to grow, there will be more and more people on our platform. Driver or passenger, we want to ensure your experience with us is always a pleasant one. To make that happen, we’ll need your help.

Driver

Passenger

1. A respectful environment for everyone

Thank you for being Grab’s ambassadors on the roads every day. Together with you, we aim to provide the best service to our passengers, which is why we ask for your actions to reflect Grab’s belief in respecting all individuals.

Let’s treat everyone as we wish to be treated, and create a respectful riding experience.

WEAR DECENT CLOTHING

E.g. long trousers, collared tees, and close-toed shoes.
AVOID SMOKING IN YOUR VEHICLE

Smoking leaves an unpleasant smell, especially for non-smoking passengers. After smoking, we recommend you use hand sanitisers.
ACCOMMODATE REASONABLE REQUESTS FROM PASSENGER

E.g. adjusting the temperature of the air-conditioner, and the volume of the radio.
HELP PASSENGERS WITH THEIR LUGGAGE

Only if you are able-bodied.
PROVIDE SERVICE WITHOUT DISCRIMINATION

Serve passengers regardless of their race, religion, national origin, disability, political beliefs, gender, sexual orientation, age or any other personal characteristics. Failure to do so is deemed discrimination. Grab welcomes all.
SERVICE ANIMALS

Please accept bookings from riders with service animals if it doesn’t offend the tenets of your religion.
SUITABLE CONVERSATIONAL TOPICS

You may engage in a light-hearted conversation. Do also take note of your passenger’s reactions. Some may prefer to rest and have quiet time. If the passenger responds passively or with short answers, please respect their space. Avoid topics of conversation that can been seen as sensitive e.g. commenting on appearances, political & religious beliefs, please bear in mind that different people have different levels of acceptances towards such topics.
ANY FORM OF SEXUAL OFFENCE IS STRICTLY FORBIDDEN

This could be direct or indirect, including making lewd comments/texts, sexual harassment, unwanted physical contact, unlawful restraint, and drugging. These are criminal offences under the law and can result in prosecution to the fullest extent. Grab will not tolerate such behaviour and will assist the police with their investigation.
NO CONTACTING PASSENGER

Once trip is complete, you should never initiate contact through text, calls, or in person with a passenger.
BELONGINGS LEFT BEHIND

If your passenger left his/her belongings (including cash or mobile phone) in your vehicle, you are required to:
1. notify Grab immediately upon discovery; and
2. endeavour to return the same to the passenger concerned, or to Grab, while informing Grab within 48 hours of discovery.

2. Obey the law

Rules and regulations are in place to ensure that everyone stays safe and protected.

COMPLY WITH THE LAW

All drivers need to obey all traffic laws, regulations, rules, policies and guidelines issued by the government, relevant authorities, or by Grab.

THE SINGAPORE LAND TRANSPORT AUTHORITY

(LTA) makes it mandatory for all private hire car drivers to be properly licensed with a Private Hire Car Driver’s Vocational Licence (PDVL): https://www.grab.com/sg/gcpdvl/

OBEY ALL TRAFFIC RULES AND LOCAL REGULATIONS

E.g. wear seat belts, use indicators when turning, follow traffic lights, adhere to speed limits, observe no parking/ waiting areas.

3. Safety for everyone who rides with us

At Grab, safety is the utmost priority for both our drivers and passengers. You shall provide safe transportation to all Passengers.

SAFETY FIRST

Put on your seatbelt if you’re in a 4-wheel vehicle, or a helmet if you’re on a motorcycle. These apply to children as well.
DRIVE WITH A STEADY AND CONSISTENT SPEED

Avoid sudden acceleration and braking.
DO NOT PLAY WITH OR USE YOUR PHONE WHILE DRIVING

If you need to use a navigation app for driving directions, do use a phone mount.
LIFE IS PRECIOUS

Never drive under the influence of heavy medicine or alcohol. Likewise, if you are feeling tired, pull over at the nearest stop and rest.
WEAPONS OR ANY OBJECTS THAT CAN CAUSE HARM MUST BE REMOVED

In case of any emergency, contact the relevant authorities immediately. It is against the law to carry weapons or any objects which could potentially be used as a weapon.
KEEP YOUR VEHICLE CLEAN

Check and service your vehicle regularly to avoid breakdowns/accidents due to poor maintenance.

4. Ethics and fairness in all dealings

At Grab, we aim to be transparent and fair in all our dealings. The Grab driver app is intended to allocate jobs in a fair manner to all drivers, and provide an equal chance to all to grow their earnings with us.

You must NEVER:

You must NEVER:

COMPLETE A JOB WITHOUT PICKING UP A PASSENGER

You must only start the trip when the intended passenger has entered the vehicle and complete it immediately when the Passenger has alighted.
You must NEVER:

REQUEST A PASSENGER TO CANCEL A BOOKING ON THE GRAB APP

This is if they intend to continue the trip. You must honour the trip and pay the commission required of you, as you have gained the job via the Grab app.
You must NEVER:

MAKE SELF BOOKINGS VIA PASSENGER ACCOUNTS OF YOUR OWN

Self bookings are rides where you are both the driver and passenger of the trip.
You must NEVER:

MAKE PRE- ARRANGED TRIPS WITH PASSENGERS

You should not arrange trips by being in close proximity of the passenger upon agreement of trip details outside of the Grab app.
You must NEVER:

FREQUENTLY IGNORE JOBS OR CANCEL BOOKINGS

Cancellations should only be reserved for emergencies.
You must NEVER:

DELAY COMPLETING A JOB ON THE GRAB APP

This includes prolonging the trip after a passenger has alighted your vehicle, or delay topping up your credit wallet, or having small balances that are insufficient to receive jobs. This will be considered job avoidance, with the intention to prolong your online hours and gain dishonest qualification towards incentive schemes.
You must NEVER:

INTENTIONALLY PROLONG BOOKING-FREE ONLINE HOURS

This includes placing yourself in locations where demand is low. Use your heatmaps to guide you towards locations where demands are higher.
You must NEVER:

CHARGE ADDITIONAL FEES NOT AGREED UPON

This refers to fares, tolls, and other charges which are not reflective of the route taken without informing the Passenger. Also, never collect cash for GrabPay rides.
You must NEVER:

LET ANYONE DRIVE ON YOUR BEHALF

You must only use the vehicle that has been registered to your account.
You must NEVER:

OPERATE THE VEHICLE WITH MORE THAN 1 DRIVER

This may cause distress and confusion.
You must NEVER:

CONSPIRE TO OBTAIN JOBS DISHONESTLY

This refers to participation in any activities aimed to obtain jobs in a dishonest manner, disrupt operations, or any other acts which are deemed to be against the interests of Grab.
You must NEVER:

INSTALL ILLEGAL SOFTWARE THAT DISRUPT THE NATURAL ALLOCATION OF JOBS

By altering the natural functions of the Grab App, you are gaining unfair advantages over other Drivers who abide by the rules and earn honestly. You should also ensure you use devices which have its original manufacturer settings, or have not been rooted/ jail-broken, to avoid putting your account and privacy at risk.

Final Note

We will take necessary action — including blacklisting, withholding incentives, suspending or terminating the Driver from our Grab platform — for any acts that go against the Driver Community Guidelines.

Partners are encouraged to keep your acceptance rates high and cancellation rates low as we are counting on you to keep our service reliable and our systems efficient. This is a win-win situation as you will benefit from an increase in your earnings. When you’re taking a break, do remember to log out of your Grab driver app.