Last modified: 18 October 2018
1. COMPLIANCE WITH ALL LAWS, REGULATIONS, POLICIES AND GUIDELINES
(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.
(b) (If applicable) You have the responsibility of ensuring that your vehicle is covered with current and valid motor vehicle insurance, which meets the requirements of the Motor Vehicles (Third-Party Risks and Compensation) Act to insure against third-party liability risks, including death and bodily injury to passengers. You are required to inform the Company immediately if your insurance ceases to be valid. You understand that using or allowing the use of a vehicle without valid motor vehicle insurance is an offence that is punishable by a fine not exceeding $1000, or imprisonment for a term not exceeding 3 months, or both, and that offenders will be disqualified from holding or obtaining a driving licence.
(d) As part of the Company’s continuous effort to improve service delivery to customers (the term “customer” herein shall refer to both senders and recipients of delivery items) and ensure full compliance with all applicable laws, regulations and Company’s guidelines including this Code, the Company’s Enforcement Team may conduct random checks on delivery partners. You are required to co-operate courteously and comply with the reasonable requests from the Enforcement Team.
(e)You are prohibited from taking part in any illegal demonstrations against the Company, being a member of an unregistered association, incite other delivery partners not to use the Grab application, boycott or threaten to boycott the Grab application or any other acts that may be construed to be against the interests of the Company.
(f) 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 delivery partners or any third party with the intention to commit the aforesaid acts.
(g) We are doing our best to bring you more jobs. Hence, we need your support for our PROMO CODE jobs. Please honor all PROMO CODE jobs upon receiving the confirmation SMS. In the event you are not sure, please check with our customer service team for clarifications.
(h) You are strictly prohibited against committing any acts with the intention to cheat or defraud the Company whether via any ‘Promo Code’ or otherwise which may cause the Company to suffer losses.
(i) You are to conduct yourself with decency within Grab’s premises and follow Grab’s guidelines. Any physical and verbal abuse against Grab’s staff will not be tolerated, and may be reported to the authorities.
(j) You shall not harass/threaten any Grab Staff within the premises or over the telephone. Acts of harassment such as asking for mobile numbers, stalking or taking photos will result in disciplinary actions or legal prosecution.
2. PROFESSIONAL AND QUALITY SERVICE
(a) You shall provide safe and clean delivery services to all customers.
(b) The Company does not tolerate any consumption of drugs or alcohol by delivery partners 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 or on delivery partners’ vehicles, bicycles or mobility devices. If a customer believes a delivery partner may be under the influence of drugs or alcohol, he or she has the right to end the delivery services immediately and alert Grab via HelpCenter.
(c) You are prohibited from having or keeping weapons of any kind or description in or on your vehicle, bicycle or mobility device or on your person for any reason whatsoever.
(d) The Company takes a serious view on reckless driving/riding which endangers other road users and this includes:
- Driving/riding against the direction of traffic
- Failure to comply with speed limit
- Failure to conform with traffic light
- Using your mobile phone without any hands free kit while driving/riding
- Failure to use the indicator signal prior to changing lanes or turning into a junction
- Breaches of any other traffic laws, regulations and rules, including those relating to riding of bicycles or mobility devices on footpaths, cycling/shared paths and roads
(e) You shall always be properly and decently attired and exhibit good mannerism as well as communicate with customers politely.
(f) You are prohibited from driving/riding without any valid license, insurance policy and/or business licenses or permits required for you to use your vehicle, bicycle or mobility device to provide delivery services.
(g) 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. Delivery partners must not exhibit aggressive behavior, including getting into verbal disputes with customers, using vulgarity or insinuation or making threats or physical blows with customers. 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). 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.
(h) 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 under the law.
(i) 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 others’ privacy and personal space. Texting or calling customers outside of professional grounds is both a form of harassment and a breach to his or her entitlement to personal security and data protection.
(j) 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 the customer if you are running late.
(k) Honour a booking you have accepted. This is very important in building customer confidence and encourages more customers to use our platform. More customers means more jobs for delivery partners as a whole. You are also advised to press ‘Confirm Pick-Up’ and ‘Confirm Drop-Off’ button only when you have collected the delivery items and when you have completed the delivery respectively.
(l) Do not transfer a job to other delivery partners or any other person. If you are unable to make a delivery due to an emergency, please inform the customer immediately before cancelling the booking. You are strongly encouraged not to cancel jobs except in an emergency (e.g. vehicle breakdown)
(m) Call the receiving customer if you are unable to locate the delivery address or if there is no one present at the delivery address. If the receiving customer is not present at the delivery address, please ask if the delivery item can be left with another person or at the doorstep of the delivery location. Please inform the receiving customer and our Customer Service if you are unable to wait further. If there is no reply from the receiving customer, call the sending customer to make a return trip for the stipulated pre-fixed fare in our service page. If the sending customer does not agree with such arrangement or is uncontactable, please return the item to our Grab Driver Centre.
(n) 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 behaviour 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 customer belongs to the group.
(o) Do not set your own fees/fares (e.g. charge per trip) as this may be considered as overcharging.
(p) Do not solicit customers to make personal or extra booking arrangements. This goes against our principle of assigning the nearest delivery partner to the customer. You are also depriving customers from obtaining delivery services in the most efficient way.
(q) Do not recommend other delivery apps to the customers. This practice is annoying and unprofessional to the customers.
(r) Customers do appreciate honesty on the part of delivery partners. Hence, you shall provide your service that is based on this principle. Acts of cheating such as taking a longer route than necessary (unless there is a valid reason for it) is prohibited.
(s) You are strictly prohibited from contacting the customers through any channel or platforms unless it is for purposes related to the job booking made by such customer.
(t) Respect customers’ privacy. You MUST keep confidential all customers’ personal information (i.e. name, mobile number and address) that comes into your possession. Do not disclose or share any customer’s personal information with anyone, whether your friends or family members, or other customers, delivery partners or members of the public.
(u) You shall not ask customers to change payment method after accepting a job.
(v) Delivery partners are expected to achieve minimum performance levels (as instructed by the Company from time to time) on Acceptance Rate, Cancellation Rate, and Delivery Partner Ratings in order to receive bookings on the GrabExpress platform.
3. EMERGENCY PROCEDURE
(a) When you are faced with a situation that requires immediate emergency attention, please call the emergency service number in your area. 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. Delivery partners are to be open to feedback and further training.
(b) The Company implements a two-way feedback system between customers and delivery partners, as well as a mystery customer audit system. We also enforce continual evaluation of a delivery partner’s suitability and performance, and provide feedback accordingly. In most cases, we aim to work together with the delivery partner via feedback sessions, training events, workshops and audits etc. Results from these efforts depend on receptivity of the delivery partner.
(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.
(d) The Company maintains a zero-tolerance policy regarding all infringements and violations of this Code of Conduct and the delivery partner acknowledges that this may result in suspension or termination of user access to the Grab platform.