Below are the general principles and conditions that Traders must adhere to during their cooperation with Grab Company Limited (“Grab”) to implement the GrabFood model (referred to as the “Code of Conduct “). The Code of Conduct is designed to maintain the quality of service that Traders provide to customers through the Grab App. This Code of Conduct specifies Grab’s principles of conduct and respective directions in case Traders commit violations, specifically as follows:
STT | Violations | Handling violations | |||
Strike 1 | Strike 2 | Strike 3 | |||
A | Serious Violations | ||||
Deliberately announcing the sale price on GrabFood is incorrect compared with the price at the store and/or other online food delivery service providers. | Limit visibility on the Grab app for 3 days. | Temporarily turn off stores on Grab Merchant app for 3 days. | Temporarily turn off stores on Grab Merchant app for 7 days. | ||
Making an uneven portion of the meal sold at a store and sold to a customer on GrabFood (for example, the portion sold to a customer ordered through GrabFood is less than the portion sold to a customer at a store). | Limit visibility on the Grab app for 3 days. | Temporarily turn off stores on Grab Merchant app for 3 days. | Temporarily turn off stores on Grab Merchant app for 7 days. | ||
Dishonest behaviours and/or profiteers through Grab’s policies and support, including but not limited to the following:
c. Other acts of a fraudulent or self-seeking nature. | Temporarily turn off stores on Grab Merchant app for 3 days. | Temporarily turn off stores on Grab Merchant app for 7 days. | Request for debt payment and contract termination. | ||
Serious acts of law violation according to conclusions of police agencies or other competent agencies | Temporarily turn off the store on the Grab App until the written result of the authorities is processed. | ||||
The restaurant intentionally collects money/does not return refunds for Driver. | Reminders/ | Temporarily turn off stores on Grab Merchant app for 3 days. | Temporarily turn off stores on Grab Merchant app for 7 days. | ||
Acts of harassing, soliciting or bothering Grab staff, customers or driver-partners, before, during and after making an order, including but not limited to: a. Calling and/ or texting to threaten, offend, harass customers, driver-partners, Grab staff, etc. b. Using phone numbers of customers, drivers’ partners, and Grab staff outside the purpose of order fulfilment/delivery. c. Disclose customer information, driver-partners, Grab employees to others in any form and/or on any social network. d. Other acts of harassment. | 1. Request for debt payment and contract termination; and/or 2. Transfer information to relevant authorities for processing in accordance with the law. | ||||
B | Behavioural Conduct | ||||
Discriminating GrabFood driver partners from drivers of other entities and customers of the store (for example, priority to process orders from other entities instead of orders from GrabFood drivers). | Reminders/ Warnings. | Temporarily turn off stores on Grab Merchant app for 3 days. | Temporarily turn off stores on Grab Merchant app for 7 days. | ||
2. | Inappropriate behaviour (infringing on the body, spirit, or dignity) of the driver/ customer/ Grab employee’s partner; disturbing public order. | Temporarily turn off stores on Grab Merchant app for 7 days. | Request for debt payment and contract termination. | ||
Refusing, preventing or hindering the driver’s partner from executing orders; and/ or Do not pack the food before handing it over to the driver-partner or asking the driver-partner to pack the food themselves | Reminders/ Warnings. | Temporarily turn off stores on Grab Merchant app for 3 days. | Temporarily turn off stores on Grab Merchant app for 7 days. | ||
Behaviours intended to reduce Grab’s reputation with customers, including but not limited to defamation, spreading false information, defaming employees or Grab with customers or any third party. | 1. Request for debt payment and contract termination; and/or 2. Transfer information to relevant authorities for processing in accordance with the law. | ||||
C | Violating Food Safety and Hygiene Laws and Regulations | ||||
Do not meet the requirements for food hygiene and safety in processing, packaging, and delivery of goods according to the results reported by the Grabfood Quality Control Department after checking and confirming with related parties (Includes but is not limited to: (i) unhygienic processing areas; (ii) customer feedback: rancid food, maggot, expired date, etc .; (iii) feedback from the driver: restaurant preparing unsanitary food and/ or (iv) feedback/ information from the authorities). | Temporarily turn off stores on Grab Merchant app for 7 days. | Temporarily turn off stores on Grab Merchant app for 14 days. | Temporarily turn off stores on Grab Merchant app for 30 days. | ||
Food Poisoning | 1. Shut down all stores on the Grab App until you get the results of the GrabFood Quality Control Department’s report or the expert’s conclusion. 2. Request to pay the debt and terminate the contract after concluding the investigation about food causing poisoning to the Customer. | ||||
D | Act Professionally | ||||
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Do not notify Grab when the store is closed during the store’s normal operating hours will result in cancellations. | Limit visibility on the Grab app for 3 days. | Temporarily turn off stores on Grab Merchant app for 3 days + Re-training compulsory. | Temporarily turn off stores on Grab Merchant app for 7 days. | ||
Do not notify Grab when changing menu, location or contact phone number. | Limit visibility on the Grab app for 3 days. | Temporarily turn off stores on Grab Merchant app for 3 days + Re-training compulsory | Temporarily turn off stores on Grab Merchant app for 7 days. | ||
Refuse to sell to the driver without a valid reason (an incident with clear evidence recorded by the Driver by video or photo or audio recording or witnessed by a third party). | Limit visibility on the Grab app for 3 days. | Temporarily turn off stores on Grab Merchant app for 3 days. | Temporarily turn off stores on Grab Merchant app for 7 days. | ||
Providing inaccurate information to Grab in the course of cooperation. | Request for debt payment and contract termination. | ||||
Violation of payment obligations under the signed contract. | 1. Apply the punishment accordingly Contract; and 2. Temporarily turn off stores on the Grab Merchant App until the Partner completes its obligation to pay off overdue debts. | ||||
Do not preserve and notify Grab of the use of items provided by Grab (including but not limited to: restaurant identification decal in the GrabFood delivery system, umbrellas, promotional items, etc. .or use these items outside the purpose of providing GrabFood service) | Reminders/ Warnings. | Temporarily turn off stores on Grab Merchant app for 3 days. | Temporarily turn off stores on Grab Merchant app for 7 days. | ||
Register for more than one store at the same address without notifying Grab. | Request for debt payment and contract termination. | ||||
Do not comply/ follow Client’s notes for eating utensils or problems with environmental performance. | Reminders/ Warnings. | Temporarily turn off stores on Grab Merchant app for 3 days. | Temporarily turn off stores on Grab Merchant app for 7 days. | ||
Trading alcoholic beverages on GrabFood without Grab’s permission. | Reminders/ Warnings. Eliminate alcoholic beverages immediately. | Eliminate alcoholic beverages immediately Temporarily turn off stores on Grab Merchant app for 7 days. | Request debt payment and terminate the contract. | ||
MISCELLANEOUS or WRONG DELIVERY of the customer’s food or the utensils needed for the dish. | Reminders/ Warnings. | Temporarily turn off stores on Grab Merchant app for 3 days + Re-training compulsory. | Temporarily turn off stores on Grab Merchant app for 7 days. | ||
Cancel booking (without reasonable reason) without notifying the Customer. | Reminders/ Warnings. | Temporarily turn off stores on Grab Merchant app for 3 days + Re-training compulsory. | Temporarily turn off stores on Grab Merchant app for 7 days. | ||
Do not participate or participate in incomplete training courses required by Grab regulations. | Temporarily turn off the store on the Grab Merchant App until the course is completed. | ||||
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Failure to deliver orders on time registered on the Grab App (Example: The restaurant is open from 8:00 (exactly as registered on the Grab App) however, until 9:00 am, ready to deliver orders) | Reminders/ Warnings. | Temporarily turn off stores on Grab Merchant app for 3 days + Re-training compulsory. | Temporarily turn off stores on Grab Merchant app for 7 days + Re-training compulsory. | ||
Abuse of MENU / ORDER / CREATING PROMOTION AUTHORIZATION (“Features”) on Grab Merchant App like: a. Increase the price of the food higher than the price at the restaurant b. The updated menu is not food c. Arbitrary adjustment of the order without notice or without approval from Customer d. Create menus and annotate illegal dishes e. Invalid or improper promotion of Grab promotion | Limit visibility on the Grab app for 3 days. | Temporarily turn off stores on Grab Merchant app for 3 days + Re-training compulsory. | 1. Disable Features on the Grab Merchant App; and 2. Temporarily shutting down stores on Grab Merchant App within 7 days. | ||
