Driver Timeout feature – Safeguarding responsible Delivery-Partners

GrabFood aims to serve consumers by providing safe, efficient, and reliable food delivery services across Singapore while maintaining a pleasant delivery experience for our delivery partners. However, problems arise when Delivery Partners repeatedly pick and choose (i.e. ‘cherry-pick’), or cancel, the jobs assigned to them, resulting in poor experiences for other Delivery-Partners and eaters. 

Based on requests from our high rated delivery-partners, we will be introducing the Driver Timeout feature from 8 July 2019. This will prevent delivery-partners, who consistently ignore or cancel bookings, from receiving any jobs temporarily.

Not accepting order requests causes delays and it does affect the experience for other delivery-partners. However, we understand that sometimes, due to certain circumstances, you can’t accept every order request or you may want to take a break. If you are not ready to accept jobs, please toggle off the ‘unavailable for jobs’ button.

How it works 

If you ignore a job after (after 45secs from receiving an order or by closing an order upon receiving it), a temporary lock screen will appear on your driver app to stop jobs from being allocated to you temporarily: 

Images for illustrative purposes only.

Whenever you are ready to accept jobs, tap on the Unlock icon to continue receiving jobs normally.

However, if you ignore or cancel multiple jobs consecutively , you may be set as “Unavailable”, and may be temporarily prevented from receiving new jobs. If that happens, the timer on your Grab Driver app will show for how long you’ll remain unavailable.


Image for illustrative purposes only.

You will not be able to receive any job orders while the timer is still running. 

Once the timer runs out, you will be informed that jobs are no longer paused. Tap on the ‘Unlock’ icon to continue receiving jobs. Alternatively, you may tap on ‘Stay Unavailable’ to remain unavailable.

How will this benefit responsible Driver-Partners?

Delivery partners who ‘cherry-pick’, or who are not ready to accept jobs, will be temporarily blocked from receiving jobs. This will provide greater job potential for other Delivery Partners, especially those who maintain high Acceptance Rates and low Cancellation Rates.

Frequently Asked Questions

Q: How many ignores and cancellations am I permitted before I’m timed out? 
A: You may timed out if you ignore or cancel multiple jobs consecutively. This will apply for all service types you’re currently enabled. Additional ignores or cancellations without completing a job will result in a longer timeout period.

Q: How long will the timeout last?
A: The duration of the timeout will be shown on your Grab Driver app. Additional ignores or cancels, without completing a job, will result in a longer timeout period.

Q: Which service types will the Driver Timeout feature apply for?
A: The feature will apply to all of your enabled service types.

Q: Will the Driver Timeout feature apply to all versions of the Grab Driver app?
A: Yes, this feature will apply to all versions of the Grab Driver app.

Q: Will I be timed out if the Eater cancels the job order?
A: No, Eater cancellations will not result in a timeout.

Q: What should I do if I feel that I’ve been wrongly timed out ?
A: Reach out to GrabFood to inform us about the reason and we will further investigate the issue. 

Komsan Chiyadis

GrabFood delivery-partner, Thailand

Komsan Chiyadis

GrabFood delivery-partner, Thailand

COVID-19 has dealt an unprecedented blow to the tourism industry, affecting the livelihoods of millions of workers. One of them was Komsan, an assistant chef in a luxury hotel based in the Srinakarin area.

As the number of tourists at the hotel plunged, he decided to sign up as a GrabFood delivery-partner to earn an alternative income. Soon after, the hotel ceased operations.

Komsan has viewed this change through an optimistic lens, calling it the perfect opportunity for him to embark on a fresh journey after his previous job. Aside from GrabFood deliveries, he now also picks up GrabExpress jobs. It can get tiring, having to shuttle between different locations, but Komsan finds it exciting. And mostly, he’s glad to get his income back on track.