Code of Conduct: Driver / Delivery Partner
Penalty Guidelines

Grab maintains a zero-tolerance policy towards violations of the Code of Conduct that we hold our independent driver and delivery-partners accountable to as part of our Grab community. The Penalty Framework provides details of infringements of the Code of Conduct that may result in suspension or termination of user access to the Grab platform.

Maintain proper documentation to drive.

You must hold a valid national driving and vocational license at all times and other permits as may be required by the relevant authorities. You and your vehicle must also be covered with valid insurance as stipulated by local regulations. Be truthful about your criminal record. It is your responsibility to update and resubmit your documents when they expire, if they are revoked or as and when requested by Grab.

Violation Category

  • No Valid Insurance- Driving without valid Insurance
  • Driving without a valid PDVL/TDVL/ Driving license
  • False declaration of criminal record / Fail to declare criminal record
  • Failure to produce vocational licence when requested
  • Grab’s threshold for demerit points issued by Traffic Police is 18 points. Driver partners who reach this threshold will have their Grab account terminated.
  • PR Driver partners are required to produce Employment Letters stating that you are legally employed as an employee, driving for a company or business providing chauffeured services.
  • PR drivers are required to declare if you are no longer employed as a Chauffeured Services Driver. If you switch to another company or business providing chauffeured services, you are required to update Grab by producing latest Employment Letters stating that you are still legally employed as a Chauffeured Services Driver.

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Assault, harassment or abuse of any kind will not be tolerated. 

The following behaviours are prohibited by law: physical abuse, verbal harassment, sexual assault, rape, murder, kidnapping, threats and intimidation. Do not ask overly personal questions or comment on anyone’s appearance. You are strictly prohibited from contacting your passenger after the trip for personal reasons. In a dispute, do not take matters into your own hands.

Violation Category

  • Causing hurt to pax through any means
  • Assault- Alleged assault of pax
  • Harassment- Harass passenger, send inappropriate text or calls passenger/ asking personal questions [Non-sexual]
  • Sexual Harassment- Harass passenger, send inappropriate text or calls passenger [sexual context]
  • Sex and Indecency Offences- Conviction for a sexual offence (e.g. rape, sexual assault, indecent exposure, soliciting)

Do not commit crimes.

You may be penalised under the prevailing law if you commit any criminal acts such as theft, robbery, possession of illicit materials or weapons, acts of vandalism or damage to property. We will work closely with law enforcement agencies to investigate and prosecute offenders.

Violation Category

  • Serious Accidents & Criminal Offences
  • Dax is under Investigation by the authorities

Follow road safety laws.

Do not commit traffic violations or drive recklessly that may endanger the lives of our passengers and other road users. This includes complying with speed limits, obeying road signals and traffic lights, using hands-free kit while driving, ensuring your passengers wear a seatbelt. You should always wear a seatbelt or a helmet. Avoid driving long hours and take sufficient breaks. If you are involved in an accident with a passenger on board, you are required to lodge a police report for record purposes.

Violation Category

  • Reckless/ Dangerous Driving (with or without passenger onboard)
  • Severe offences involving licensing or police authorities/ LTA
  • Causing death by careless/ reckless/ dangerous driving/ drink driving
  • Stopped by police for speeding during booking
  • Driving whilst on medication or feeling drowsy/sleepy/tired.
  • Watching video or continuously operating HP function & other device for game or messaging.
  • Consuming food while driving.

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Alcohol, drugs and weapons are not tolerated.

Do not consume drugs or alcohol while you are on the Grab platform. Illegal substances, open containers of alcohol and weapons are not permitted in your vehicle. If a passenger believes you may be under the influence of drugs or alcohol, he or she has the right to end the trip immediately and alert us or the authorities. Do not accept or deliver illegal items and dangerous goods. If you have reason to suspect the nature of the contents of your parcel, please notify Grab and the authorities if necessary.

Violation Category

  • Possession of a weapon
  • Possession of drugs or any drug related offence
  • Drink Driving/Driving Under the Influence of Drugs
  • Displaying alcoholic beverages / having open container of illegal substance or alcohol in vehicle.

Look after your vehicle.

Maintain your vehicle in good operating condition, in accordance with industry safety standards and local regulatory requirements. Make sure you only use the vehicle that is registered with Grab.

Violation Category

  • Driving a different CarPlate

Respect the privacy of our Grab users.

You MUST keep confidential all personal data (i.e. name, mobile number and address) that comes into your possession. Unauthorised collection, use or disclosure of personal data of our users is strictly prohibited. It is your responsibility to comply with local privacy laws and regulations should you choose to use personal in-vehicle cameras.

Violation Category

  • PDPA- Driver shares pax/ ride personal details to another person or post on social media without pax’s consent
  • Using of non-certified inward facing cameras
  • Recording audio or video using HP or other concealed or disguised recording device

Do not discriminate.

You shall not refuse to provide services or make derogatory comments about anyone based on a person’s race, religion, nationality, disability, sexual orientation, gender or, gender identity, age or any other characteristic.

Violation Category

  • Racist- send/use of racist remarks

Be fair to our Grab users.

Honour a booking that you have accepted and do not unreasonably cancel jobs or transfer a job to someone else. Do not set your own prices and overcharge your customer or take a longer route than necessary. Honour all promo codes and discounts given to pax. You shall not have another person or pet inside your vehicle while you are on the Grab platform. Wait for your passenger for a reasonable amount of time.

Violation Category

  • Overcharging
  • Asking Pax to pay cash for GP bookings
  • Filling fuel/ toilet break during ride
  • Setting your own fares not in accordance with Grab
  • Terminating hiring of vehicle or requiring pax to leave vehicle
  • Not honoring PROMO/ CORPORATE bookings
  • Picking up passenger with another person in vehicle

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Be well-mannered with our Grab users.

Be properly and decently attired at all times. Wear your Grab delivery attire, if applicable. Be polite in your interactions with our users and accede to reasonable requests from your passengers such as adjusting the air-conditioning or radio volume, and assisting passengers with luggage when requested. Passengers also have a right to a clean, smoke-free ride.

Violation Category

  • Cleanliness, Personal Hygiene & Inappropriate attire
  • Smoking In the car with pax onboard
  • Listening to loud radio or annoying/inappropriate music
  • Promoting personal/other business to pax.
  • Preaching dax religion to pax

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Ensure a seamless experience.

Communicate with and wait for your passenger at the correct pick-up point and allow them to alight at the chosen drop-off point. Confirm your passenger’s identity before driving off. Agree with your pax the route to take. Only complete the booking after the passenger has alighted from the vehicle or after the order has been delivered. Do not solicit passengers to make an off-platform booking or recommend other ride booking apps to them. Do not tamper with your food or delivery items, and ensure they are stored in the appropriate delivery bags.

Violation Category

  • Drop off pax at non-designated location
  • Intentionally picking up another driver’s pax (through booking)
  • Intentionally picking up another dax’s pax
  • Drop off pax at non-designated locations

In case of emergency…

Always call the authorities first. Once all parties are safe and authorities have been notified, contact Grab to report the incident.

Violation Category

  • Failing to inform Grab on involving traffic accident

Act in good faith.

Do not cheat or defraud Grab by any method such as sharing or creating duplicate accounts. Use only the official Grab application downloaded from the Google Play/ Apple Store. Do not keep applications or devices with the potential of modifying Grab’s intended user experience. This includes location spoofing applications, rooted/jailbroken/modified devices and/or xposed frameworks. Do not complete a booking without picking up the pax or order. Always provide truthful information when creating and accessing your account, or disputing charges or fees. Use offers and promotions only as intended. If your passenger leaves his/ her belongings behind, you are required to inform Grab and make every effort to return the item to the passenger or Grab. Do not key in additional charges that were incurred from additional services that are not part of Grab.

Violation Category

  • Complete rides without passenger or order
  • Self Bookings/ Pre arranged bookings
  • Any form of Gaming incentives/ levy
  • Not honoring PROMO/ CORPORATE bookings
  • Retaining possession of pax’s property left behind in vehicle for 2 days or more
  • Sharing/Using other Grab Drivers’ account
  • Making an off-platform booking with pax
  • Using faulty device/handphone which impairs GPS.
  • Wilfully using modified app or 3rd party applications
  • Providing any additional services that are not part of Grab Services e.g. purchase of additional goods

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Do not bully our Grab staff.

Be cooperative and do not abuse, threaten or harass our Grab staff in our premises, over the telephone or on social media. These acts include unauthorised photo/video-taking, stalking and asking for mobile numbers.

Violation Category

  • Threatening- Threatening of passenger or Grab staff
  • Being rude or rough towards pax or Grab staff
  • You are required to comply with any request by our Partner Aide team at all times during any point of checks

Maintain good ratings.

Keep your Acceptance Rate, Driver rating and Cancellation Rate in accordance with the prevailing policy.

Violation Category

  • Dax star rating falls below 4.5
  • High cancellation
  • High cancellation 60% above (Transport only)

Be open to feedback and training.

We value the feedback of both our passengers and driver-partners. We continuously evaluate a driver’s performance and provide feedback accordingly. You may be required to attend training sessions organised by Grab to improve your service levels.

Violation Category

  • Failure to attend refresher training due to violation of Code of Conduct