{"id":53108,"date":"2022-08-26T18:17:20","date_gmt":"2022-08-26T10:17:20","guid":{"rendered":"https:\/\/www.grab.com\/th\/?p=53108"},"modified":"2023-08-24T16:55:43","modified_gmt":"2023-08-24T08:55:43","slug":"community-guideline-framework","status":"publish","type":"post","link":"https:\/\/www.grab.com\/th\/en\/blog\/community-guideline-framework\/","title":{"rendered":"Community Guideline for Grab users"},"content":{"rendered":"
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\n\t\t\t\t\t\t\tYour safety and a better experience are our utmost priorities.\n

\nMoreover, to make Grab a place where it is safe and everyone is treated equally, our community guideline is launched.\n
\nEvery party on Grab, including Grab users<\/a>, Driver-partners<\/a>, and Merchant-partners<\/a>, are expexted to follow the guidelines respectfully.\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t
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Dos and Don'ts when using Grab<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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\u2705 Choose the right service for your needs.

\n\u274c Request an extra order apart from the app.<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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\n\t\t\t\t\t\t\tAre you travelling with lots of luggage or more than 4 passengers? Do you need to send an item to a friend? Choose the right Grab service for your needs, or your driver\/deliver-partner may refuse to take you.\n

\nWe have transport services<\/a> for a ride with extra equipment and luggage, such as GrabSUV, GrabCar Plus, and GrabTaxi 6-Seater, available in many areas. Don\u2019t use Grab to deliver unaccompanied goods (unless you\u2019re using GrabFood or GrabExpress). Don\u2019t overload the vehicle with luggage or use the service for moving house. \nFor GrabExpress, abide by the maximum weight<\/a> and volume recommendations. Don\u2019t request extra order apart from our service or make arrangements with drivers outside the application.\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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\u2705 Ensure your booking\/order detail before booking e.g. pick-up and drop-off point.

\n\u274c Input incorrect drop-off \/ pick-up points.<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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\n\t\t\t\t\t\t\tChoose the correct Pick Up location. Communicate with your driver to find each other. Confirm your driver\u2019s identity before boarding the vehicle (Grab) or handing over your parcel (GrabExpress). \n

\nAll our drivers are trained to follow the route suggested by the GPS. No detours or pit stops, unless you are using the Multi-Stop Ride feature (only for Grab rides). If you need to alight at a different drop-off point, please use our \u201cChange Drop Off Point\u201d<\/a> feature (only for Grab rides).\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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\u2705 Arrive at the pick-up point on time.

\n\u274c Let driver wait for too long or be uncontactable.<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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\n\t\t\t\t\t\t\tBook when you\u2019re ready to travel. Show up for your ride \u2013 and be punctual (within 10 minutes after the driver arrives at pick-up point). Don\u2019t cancel without good reason. If you\u2019ve made an order with GrabFood, ensure someone is there to receive your food.\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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\u2705 Be polite and respectful.

\n\u274c Abusive language or harassment.<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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\n\t\t\t\t\t\t\tThe following behaviours are prohibited by law: physical abuse, verbal harassment, sexual assault, rape, murder, kidnapping, threats and intimidation. You may not attempt to contact your driver or fellow passengers after the trip, unless it\u2019s to arrange the return of a lost item.\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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Rules and penalties for violators<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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\n\t\t\t\t\t\t\tIn order to avoid violating the rules for using the Grab services, Grab would like to remind users to be mindful of the following incidents as they may affect the accounts.\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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Rules and penalties for violators<\/strong><\/td>1st Strike<\/strong><\/td>2nd Strike<\/strong><\/td>3rd Strike<\/strong><\/td>4th Strike<\/strong><\/td>5th Strike<\/strong><\/td><\/tr>
No.<\/strong><\/td>Service<\/strong><\/td>Reported scenarios<\/strong><\/td>Actions<\/strong><\/td><\/tr>
1<\/span><\/td>All<\/td>Wrong dropoff location<\/td>Community Guideline notice<\/td>Warning<\/td>Temporary suspension<\/td>Temporary suspension<\/td>Account deactivated<\/td><\/tr>
2<\/span><\/td>All<\/td>Refusing to pay additional fees (Parking, toll way, entrance fee)<\/td>Community Guideline notice<\/td>Warning<\/td>Temporary suspension until the passenger settles the outstanding amount<\/td><\/tr>
3<\/span><\/td>All<\/td>Incomplete payment for cash payment \/ Refuse to pay<\/td>Temporary suspension until the passenger settles the outstanding amount<\/td><\/tr>
4<\/td>All<\/td>Requesting to order extra item or out of application<\/td>Community Guideline notice<\/td>Temporary suspension<\/td>Temporary suspension<\/td>Account deactivated<\/td><\/tr>
5<\/span><\/td>All<\/td>Gaming \/ Fraud<\/td>Account deactivated<\/td><\/tr>
6<\/span><\/td>All<\/td>Refund request without valid reasons<\/td>1st Warning<\/td>2nd Warning<\/td>Account deactivated<\/td><\/tr>
7<\/span><\/td>Delivery<\/td>Passenger uncontactable \/ No show<\/td>Community Guideline notice<\/td>Temporary suspension<\/td>Account deactivated<\/td><\/tr>
Transport<\/td>Community Guideline notice<\/td>Warning<\/td>Temporary suspension<\/td>Temporary suspension<\/td>Account deactivated<\/td><\/tr>
8<\/span><\/td>Delivery<\/td>Canceling the order without valid reasons<\/td>Community Guideline notice<\/td>Warning<\/td>Temporary suspension<\/td>Temporary suspension<\/td>Account deactivated<\/td><\/tr>
9<\/span><\/td>Transport<\/td>Wrong Service\/Product type<\/td>Community Guideline notice<\/td>Warning<\/td>Temporary suspension<\/td>Temporary suspension<\/td>\u00a0<\/td><\/tr>
10<\/span><\/td>Transport<\/td>Requesting the driver\/rider to use another route that does not match in app or more than app allowed<\/td>Community Guideline notice<\/td>Warning<\/td>Temporary suspension<\/td>Temporary suspension<\/td>\u00a0<\/td><\/tr>
11<\/span><\/td>Transport<\/td>Eating, littering (making the cabin dirty)<\/td>1st Warning<\/td>2nd Warning<\/td>Temporary suspension<\/td>Temporary suspension<\/td>Account deactivated<\/td><\/tr>
12<\/td>Transport<\/td>Vomiting\/defecation, spitting, or bringing pets into the car (not using GrabPet)<\/td>Warning<\/td>Account deactivated<\/td><\/tr><\/tbody><\/table>

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*The temporary\/permanent account suspension is to be implemented in 2023 onwards.<\/em><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t

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My account was suspended<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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\n\t\t\t\t\t\t\tTemporarily or permanently account suspension may apply if future violation occurs. If you have any questions regarding account suspension, please contact Grab Help Centre<\/a>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>","protected":false},"excerpt":{"rendered":"Rules and penalties for violators Rules and penalties for violators 1st Strike 2nd Strike 3rd Strike 4th Strike 5th Strike No. Service Reported scenarios Actions 1 All Wrong dropoff location Community Guideline notice Warning Temporary suspension Temporary suspension Account deactivated 2 All Refusing to pay additional fees (Parking, toll way, entrance fee) Community Guideline notice […]","protected":false},"author":1337,"featured_media":0,"comment_status":"closed","ping_status":"open","sticky":false,"template":"elementor_header_footer","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[23],"tags":[],"acf":[],"_links":{"self":[{"href":"https:\/\/www.grab.com\/th\/en\/wp-json\/wp\/v2\/posts\/53108"}],"collection":[{"href":"https:\/\/www.grab.com\/th\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.grab.com\/th\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.grab.com\/th\/en\/wp-json\/wp\/v2\/users\/1337"}],"replies":[{"embeddable":true,"href":"https:\/\/www.grab.com\/th\/en\/wp-json\/wp\/v2\/comments?post=53108"}],"version-history":[{"count":114,"href":"https:\/\/www.grab.com\/th\/en\/wp-json\/wp\/v2\/posts\/53108\/revisions"}],"predecessor-version":[{"id":66612,"href":"https:\/\/www.grab.com\/th\/en\/wp-json\/wp\/v2\/posts\/53108\/revisions\/66612"}],"wp:attachment":[{"href":"https:\/\/www.grab.com\/th\/en\/wp-json\/wp\/v2\/media?parent=53108"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.grab.com\/th\/en\/wp-json\/wp\/v2\/categories?post=53108"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.grab.com\/th\/en\/wp-json\/wp\/v2\/tags?post=53108"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}