Grab upholds a Code of Conduct for all driver-partners so that all drivers would have a clear understanding of the legal compliance, safety, security and service standards expected of them. Because Grab maintains a zero-tolerance policy, infringements can result in suspension or termination of user access to the Grab platform. Every Grab drivers shall agree to comply fully with this Code of Conduct:
1. COMPLIANCE WITH ALL LAWS, REGULATIONS, POLICIES AND GUIDELINE
(a). You shall comply with all traffic laws, regulations, rules, policies and guidelines as well as this Code and any further guidelines that may be issued by the Company from time to time. Failure to comply with any part of the code of conduct will lead to Suspension or immediate Termination.
(b). It is your sole responsibility to ensure that your PDVL or TDVL license is valid and current. You understand that providing private hire car services without a PDVL/TDVL or valid approval letter from LTA is an offence under the Road Traffic Act and liable to a fine not exceeding $10000 or imprisonment for a term not exceeding 3 months, or both. You further understand that your PDVL license is linked to the demerit point system by the Land Transport Authority (LTA). If you reach the 18-demerit-point threshold by Grab, your Grab account will be terminated. This 18-demerit-point is based on the point system by Traffic Police. You shall forthwith inform us of any revocation or suspension of your Vocational Licence by the LTA or Driving Licence by Traffic Police.
(c). You are to declare your criminal record.
(d). You are required to have your vocational licence with you AT ALL TIMES and shall produce it for inspection to the Partner Aide Team upon request.
(f). As part of the Company’s continuous effort to improve service delivery to the passengers and ensure full compliance with all applicable laws, regulations and Company’s guidelines including this Code, the Partner Aide Team will conduct random checks on drivers. You are required to co-operate courteously and comply with reasonable requests from the Partner Aide Team.
(g). You are prohibited from taking part in any illegal demonstrations against the Company, being a member of an unregistered association, incite other drivers not to use the Grab application, boycott or threaten to boycott the Grab application or any other acts (“eg: social media and electronic media”) that may be construed to be against the interests of the Company.
(h). You agree not to be involved in any activity that may impair or degrade the reputation of the Company and/or causes disruption to the Company’s operation or conspire with other drivers or any third party with the intention to commit the aforesaid acts.
(i). We are doing our best to bring you more jobs. Hence, we need your support for all the bookings assigned to you. Please honor all jobs upon receiving the confirmation sms. In the event you are not sure, please check with our customer service team for clarifications.
(j). You are strictly prohibited against committing any acts with the intention to cheat or defraud the Company whether via any ‘Promo Code’, Incentives or otherwise which may cause the Company to suffer losses. Incentives will be forfeited if you cheat or defraud the Company.
(k). You are to conduct yourself with decency within Grab’s premises.(l) Like you, Grab Staff are entitled to a safe working environment. Any offence committed against Grab’s Staff will not be tolerated and may be reported to the authorities. Any acts that are against the law will result in disciplinary action or legal prosecution.
- You shall not physically and verbally abuse Grab’s Staff
- You shall not threaten any Grab’s staff.
- You shall not harass Grab’s Staff by photo taking, video-taking or stalking
2. PROFESSIONAL AND QUALITY SERVICE
(a). You shall provide safe and clean transportation to all passengers. The safety and comfort of passengers and drivers on the Grab platform is of utmost priority. You need to maintain a driver’s average rating of 4.3 and above, to avoid suspension.
(with effect from 1st July 2019, it will be increased to 4.5)
(b). If a passenger believes a driver may be under the influence of drugs or alcohol, he or she has the right to end the trip immediately and alert GRAB 24hrs Call Centre or email through our online Helpdesk Centre.
- The Company does not tolerate any consumption of drugs or alcohol by drivers while using the Grab platform. This is against the law and a serious violation of the Company’s safety policy. Further, illegal substances and open containers of alcohol are not permitted in drivers’ vehicles.
- You are prohibited from having controlled items or keeping weapons of any kind or description in your vehicle or on your person for any reason whatsoever.
(c). You shall not refuse to provide services based on a person’s race, religion, nationality, disability, sexual orientation, sex, marital status, gender identity, age or any other characteristic protected under law. This type of behavior can result in termination of user access to the Grab platform. It is disrespectful to make derogatory or discriminatory remarks about a person or group whether or not the passenger belongs to the group. (d) The Company takes a serious view on reckless driving which endangers passengers and/or other road users and this includes:
- Driving against the direction of traffic
- Failure to comply with the speed limit
- Failure to conform with traffic light
- Using your mobile phone without any hands free kit while driving
- Failure to use the indicator signal prior to changing lanes or turning into a junction
- Breaches of any other traffic laws
(e). You shall always be properly and decently attired (at a minimum, you shall wear a collared shirt, long trousers and covered shoes) and exhibit good mannerism as well as communicate with your passengers politely.(f) You are prohibited from driving without any valid license, insurance policy and/or business licenses or permits required to provide transportation for hire.
(g). You are to always ensure that your passengers wear a seatbelt while riding in your vehicle.
(h). Avoid violent and aggressive behaviour at all times. With safety and security as its key pillar, the Company does not condone any form of violence or aggression. Drivers must not exhibit aggressive behavior, including getting into verbal disputes with passengers, using vulgarity or insinuation or making threats or physical blows with the passenger. In the event of the situation getting out of hand, never take matters into your own hands or escalate the tension (i.e. harass or make threats whether the ride is ongoing or has ended). Always choose to report the case to the Company as soon as possible. We aim to serve all parties impartially and will take such actions as appropriate.
(i). You are strictly forbidden from committing any form of sexual offence, including making lewd comments/ texts, sexual harassment, unwanted physical contact, unlawful restraint, drugging, molestation and rape. These are criminal offences under the law and a serious violation of the Company’s safety policy. Offenders will be prosecuted against the law. For better understanding, training materials regarding sexual harassment is available to better understand what is not permissible.
(j). Bear in mind that harassment differs according to societal and personal norms — commenting on appearance, asking overly personal questions and infringing into personal space are generally deemed inappropriate. We urge you to be mindful of other users’ privacy and personal space. Texting or calling your passengers outside of professional grounds is both a form of harassment and a breach to his or her entitlement to personal security and data protection.
(k). As a responsible transport provider, you are encouraged to provide assistance to handicapped passengers especially when entering or alighting your vehicle.
(l). You shall accede to reasonable requests from your passengers such as lowering the air-conditioning and radio volume. You may help passengers with their luggage if your physical ability permits.
(m). With regards to visually impaired passengers who are accompanied by their guide dogs, you are encouraged to accept such bookings if it doesn’t offend the tenets of your religion.
(n). Knowledge of traffic conditions such as road constructions, major accidents or outdoor events which may delay a trip is deemed an advantage in your work and you are encouraged to always be alert to such developments. Do inform your passengers if you are running late.
(o). In the event your passenger leaves behind his/her belongings (including cash) in your vehicle, you are required to:
- notify the Company within 4 hours of discovery; and
- return the same to the passenger concerned or to the Company within 48 hours of discovery.
(p). Honour a booking you have accepted. You are also advised to press ‘pick-up’ and ‘drop-off’ button only when the passenger is on board and when the passenger has alighted from your car respectively. You are strongly encouraged not to cancel jobs except in an emergency (e.g. car breakdown, involved in an accident)
(q). Do not transfer a job to other drivers or any other person. If you are unable to pick up a passenger due to an emergency, please inform the passenger immediately before cancelling the booking.
(r). Wait for your passenger to arrive at the pick-up point. Driving off without waiting for them provides a very negative experience for your customers.
(s). Do not set your own fares as this may be considered as overcharging. Collect the correct fixed fare / meter fare accordingly plus other charges such as toll & surcharge.
(t). Do not solicit passengers to make personal or extra booking arrangements. This goes against our principle of assigning the nearest vehicle to the passenger. You are also depriving your passenger from getting a vehicle in the most efficient way.
(u). Do not recommend other ride booking apps to your passengers. This practice is annoying and unprofessional to passengers.
(v). Passengers do appreciate honesty on the part of drivers. Hence, you shall provide your service that is based on this principle. Acts of cheating such as failing to give correct change for cash payment or taking a longer route than necessary (unless there is a valid reason for it or specifically requested by the passenger) is prohibited.
(w). You are strictly prohibited from contacting your passenger through any channel or platforms unless it is for purposes related to the job booking made by such passenger.
(x). You must not have another person or a pet inside the car during the time operating as a Grab driver.
(y). Respect your passenger’s privacy. You MUST keep confidential all your passenger’s personal information (i.e. name, mobile number and address) that comes into your possession. Do not disclose or share any of your passenger’s personal information with anyone, whether your friends or family members, or other passengers, drivers or members of the public through any channel or platform.
(z). You shall not ask passengers to change payment method after accepting a job (Eg: Asking passengers to pay by cash instead of credit card)
(aa). You must only use the vehicle that corresponds to the vehicle description which has been provided by you to the Company for provision of the transportation services. Do not take bookings if your car plate number differs from the number registered on the app.
(bb). Minimum credit wallet top up amount via all channels (bank transfer, M1 billing, transfer from cash wallet, etc) is $10. Any actions of manipulating the assignment system will be deemed an abuse of the system and may result in your access being terminated.
(cc). Drivers are expected to achieve minimum performance levels on Acceptance Rate, Cancellation Rate, and Driver Ratings in order to receive bookings on the GrabCar platform. Acceptance Rate cannot fall below 30%. Cancellation Rate cannot exceed 15%. Driver Ratings cannot fall below 4.3 (with effect from 1st July 2019, it will be increased to 4.5)
(dd). You shall maintain a proper working condition, clean and smoke-free LTA-compliant transportation at all times. You are not allowed to install inward facing video camera that invade into the privacy of passengers. Installing inward camera without LTA approval is an offence. There are requirements set by LTA should any approval is given.
(ee). The Company maintains a zero-tolerance policy regarding all infringements and violations of this Code of Conduct and the Driver acknowledges that this may result in suspension or termination of user access to the Grab platform.
(ff). No-refund policy shall apply at all times regardless of your decision to terminate your usage, our decision to terminate or suspend your usage, disruption caused to the Service either planned, accidental or intentional, or any reason whatsoever.
3. EMERGENCY PROCEDURE
(a). When you are faced with a situation that requires immediate emergency attention, please call 999/995. Once all parties are safe and the situation has been handled by the authorities, please then notify the Company promptly so we may assist and take appropriate action as needed, including cooperating with law enforcement.
(b). You are required to refer to the Standard Operating Procedure on Emergency for further information.
4. CONTINUING TRAINING AND IMPROVEMENT
(a). At the Company, we are committed to continual improvement to service standards. Drivers are to be open to feedback and further training.
(b). The Company implements a two-way passenger and driver feedback system, as well as a mystery passenger audit system. We also enforce continual evaluation of a driver’s suitability and performance, and provide feedback accordingly. In most cases, we aim to work together with the driver via feedback sessions, training events, workshops and audits etc. Results from these efforts depend on receptivity of the driver.
(c). You are required to attend the training sessions that are arranged by the Company or its agents unless you are faced with an emergency or due to other unavoidable reasons. In such situations, replacement sessions may be arranged at a later date.