GrabSmart

What is Covered

1 2 3

Succeed
with GRAB
D.E.A.L.S.
Welcome Grab Story Grab
Service • Drive Smart
Principle • Earn Smart
• App Smart
• Look Smart
• Serve Smart
The Grab Story
Get to know Grab’s History
Grab’s Milestones in Numbers

Grab is Southeast Asia’s

no.1 ride-hailing company

235 cities in 8 countries

CAMBODIA
2.3 million drivers in our regional network
109 million downloads
6 Research and Development Centres

**As of SEPTEMBER 2018

Now Let’s Help Each Other Achieve Even More Success

You help us, in Grab, to

achieve our goals.

We’ll help you achieve yours

too, by providing you with a
rewarding experience.
Grab’s Missions

Grab has the core mission to connect people, and bring them together.
To achieve this mission, we’ll need to work together to:

Providing The Safest Making Transportation Improving and

Transport Solution
Safety is a priority for both
drivers and passengers. Let’s
take measures to always ensure
safe journeys for all.
Accessible To All
We’ll continue to introduce
various ride options and prices
that would benefit all Grab
partners - both passengers and
drivers alike.
Strengthen Partnerships
We’ll work together to improve
the quality of everyone’s lives -
drivers like you, passengers,
employees and society at large.
Why drive with Grab?
Wide coverage – cash & credit card users
Insurance coverage for every ride
Malaysian born company with 24-hour support
Fixed fare basis – by distance, time & supply/demand
Attractive Incentives – fare targets + referral bonus
GrabRewards – car servicing discounts, cashbacks, etc.
Grab
Service
Principles
Grab’s Code of Conduct & the 3 Principles

Respect Reliability Rewarding Experience

● Professional and ● Compliance with laws, ● Continuous Learning

quality service regulations, policies and ● Continuous
guidelines Improvement
● Emergency Procedure

Do Read Grab’s Code of Conduct (Golden Rules) for Partners:

@ https://www.grab.com/my/blog/driver/grabmy-community-guidelines
What does the Grab Principles (the 3 Rs) mean for Grab and our partners?

Respect Reliability Rewarding Experience

● I will treat my passengers ● I will practise safety ● I will anticipate my

with respect, like how
I would treat my family
or friends.
● I will behave respectfully
with my passengers,
regardless of age, race,
gender or religion.
at all times, to protect
my life and the lives of
my passengers.
● I will pick up my passengers
and ensure that they arrive
at their destinations in a
timely manner, without
unnecessary delays.
passengers’ needs and
do the right thing to
ensure a smooth and
comfortable ride.
● I will meet and go beyond
customer expectations,
to make sure that the
passengers are happy
so that they will continue
to use Grab, and I will
continue to receive
Grab bookings.

Together, we can provide passengers with a good ride experience every time.
Succeed with Grab D.E.A.L.S.

GRAB
D -RIVE SMART

E -ARN SMART

A -PP SMART

L -OOK SMART

S -ERVE SMART
App Smart
 The Home Page is a quick way to access the main menu, check
your status, and view the quick map of your location
Acceptance Rating (AR)
The % of job accepted by
App Smart driver – Make sure it is not
less than 30%
(to receive incentive, AA
Grab Driver App - must be on)
Home Page
Driver Rating (DR)
The rating passenger
rated driver after the ride –
If you want to go for
incentive make sure it is
not less than 4.70 rating.
Cannot be less than 4.5
“Available for
job” status
Online
status
Map
Cancellation Rating
(CR)
Please take care of your
cancellation. Only cancel
when you have to (when
passenger no show/you
have waited too long) with
proof that you have tried
to reach them.
App Smart
Turn On heat
Map
 The main menu has links that help you
navigate your Grab experience.

It can be found on the down right corner

of your home page:
No of passenger, 5 star ratings, Around me.
App Smart
App Smart GrabCar Referral Bonus

Grab Driver App - My Destination

Main Menu Incentive details

Important updates

Weekly incentives blog

Nearest Police Station & Number

Help Centre, App Demo, Grab Academy

GPS/Time zone issues

Main Page

GrabPay wallet: credit & cash wallets

Number and type of jobs done
Service type, All Setting: Navigation Provider
 Check your performance in your in-app incentive tab

App Smart
Checking your
performance
metrics

Monitor your acceptance rate

and driver rating here

Please note that minimum AR and DR to stay on

the platform is 30% and 4.5
 Rides can be paid either with cash, GrabPay or promo discounts
GRABPAY:
CASH DEBIT/CREDIT CARD PROMO

App Smart
Types of Rides

Collect cash from your Toll & fares charged to Promo rides can happen
passenger after the ride card. No need to collect with cash or GrabPay.
cash after ride You will receive the
promo amount in your
cash wallet immediately
Job Card Skip Button| User flow 1
For these user flows to
Ignoring a job while on the ‘Home’ screen work, Auto Accept must
be disabled / toggled off

1 2 3

DAX is on the app home If DAX receives a job, he/she DAX returns to the home
screen waiting for a job, with may ignore it by tapping on screen; DAX AR decreases
‘Auto Accept’ toggled off the ‘X’ button due to the job ignore
 Upcoming Pick-up / Drop-off Screen Scheduled Job information
Scheduled Job Pick-up location is shown while Driver is on
the way to Passenger. Map shows pick-up
location.

● Call or use GRABCHAT to contact

passenger.

● Press I’m Here when you have

reached the destination

● Once passenger is inside the car,

Driver taps “PICK UP” and the screen
updates to show the drop-off location.

● Tap “DROP-OFF” when arrived at

destination.
DRIVER APPLICATION: E-RESIT PROCESS

Key-in in the toll amount

BEFORE pressing Proceed
 DRIVER ARE ALLOW TO SELECT
UP TO 3 (MAXIMUM) ISSUE, AND
Rate your job COMMENTS IF THERE ANYTHING
DRIVER WISH TO HIGHLIGHT
satisfaction ABOUT THE TRIP.

level after the KINDLY REMEMBER YOU CAN

IGNORE THE REPORT AND DO IT
ride ONCE YOU OFFWORK.
Driver Cancellations
Driver Cancel when passenger no show

1 2 3 4 5

If passenger isn’t there

after 5 min, press more to Press “Passenger No Cancellation rating not
Press ‘I’M HERE” Press cancel
cancel. (Off availability Show” affected
button)
Driver Cancellations
Driver Cancels before arriving at Pick-up Point

1 2 3 4

Driver has yet to reach The above cancellation

Driver attempts to cancel If Driver cancels the job,
Ppassenger’s pick-up point options are available to
the job before arriving he/she will be informed that
and taps on the ‘More’ Driver. All options will
at the pick-up point. his/her CR is affected.
option. affect Driver’s CR.
Drive Smart
Drive Smart

Find out how you can drive safely and learn about Grab’s requirement for drivers

Practise Meet Grab Meet Government

Safety Requirements Regulations
 Seat Belt Helps!
Drive Smart
Practise Safety
1. Keeps occupants inside the car
Seat Belts Save Lives 2. Restrains the strongest parts of the body
3. Spreads out any force from the collision
4. Protects your brain and spinal cord
 STEP 1:
STOP your vehicle CHECK for danger or injury
● Try not to move
your vehicle
Drive Smart before capturing
evidence
Practise Safety
Guidance STEP 3:
for Accidents GATHER information
● Take pictures of the
damaged areas
● Note the place and
time of accident
● Exchange particulars
of involved parties
STEP 2:
● Call 999 if anyone
is in need of
medical attention
● Do not move the
bodies or vehicles
unnecessarily while
waiting for help
STEP 4:
REPORT the accident
● Within 24 hours
● Call Grab hotline
● Make a police report
when accident
involves injury/ death/
pedestrian/ cyclist/
government or foreign
vehicles/ government
property
 To have a safe and respectful driving experience,
drivers have to be aware of the following points
Drive Smart
Respectful 1) Proper grooming
Environment 2) Good vehicle condition
3) Engage conversation with passenger where suitable.
4) NO sexual offence.
5) Do not contact passenger after ride.
 Now.. Is this Sexual Harassment?
Answer is……..
“Let’s meet up later tonight”
Sexual “I’ll keep your number and text you on weekend.”

YES!
Harassment “Do you want to go for a drink later?”
Know where to draw “You look pretty with your dress.”
the line ”You really pretty, you know?”
“You have very nice legs.” THEY ARE ALL SEXUAL HARASSMENT
Anti-harassment
“Sayang, nak pergi mana?”
“Can I fetch you back later?”
“Are you single? A pretty person like you should be attached, right?”
“Can we keep in touch? I want to be your friend.”
Leaning in very closely while talking to your passenger.
“Why are you out alone so late tonight? You look like you need some
company..”
 Types of Sexual Harassment
Physical Verbal Action
Sexual contact: • Sex jokes • Winking
Harassment • Touching • Sexual comments • Whistling
Types of sexual • Patting • Inappropriate personal • Exposing genitals
harassment comments (comments
• Pinching • Display sexual
• Squeezing on physical attributes) graphic
• Tickling • Request for sex • Stalking
• Massaging • Invitation for a date • Staring
• Kissing • Send text messages • Seducing
• Hugging • Phone call • Licking lips
• Ask about private life • Touching yourself
• Catcalling in sexual manner
What is Grab’s take on Sexual Harassment?
➢ Grab has a ZERO TOLERANCE on sexual harassment.
➢ Grab will take action on users who do not follow these rules (BLACKLIST/BAN).

What can you do?

1. The Golden Rule
2. Be respectful
3. Respect privacy
4. All booking information are confidential
5. Avoid causing unnecessary alarm
31
IMPORTANT!!
• Harassment is based on the perception of the
one receiving it
• If it is UNWANTED, it can be considered
harassment

32
Earn Smart
Earn Smart

1 2 3 4

Manage your Earn more Win more Explore Grab

GrabPay wallet with incentives rewards features
5 STAR Driver tips:

WeCARE

COURTEOUS – Greet, Friendly, Smile

APPEARANCE – Clean car, Grooming, Posture

RELIABILITY – Trustworthy, Integrity

EXCELLENCE – Providing best service at all time

 There are 2 GrabPay Wallets: Credit Wallet & Cash Wallet

Credit Wallet
1 • Store your prepaid Grab credits here to automatically pay for your Grab
commissions
Earn Smart • Top up your credit wallet via E-Pay online or any place that has E-Pay
Manage your Facility (e.g. 7-Eleven, Petronas stations). Alternatively, you can transfer
funds from your cash wallet to credit wallet.
GrabPay Wallet Note: In order to receive jobs, please maintain at least RM10 in your credit wallet (GrabCar and
Grabcar Plus). For GrabCar (6-seater) & GrabCar Premium, please maintain at least RM15

Cash Wallet
• Use this wallet to receive your cashless payments (example:
incentives, credit/debit card fares and promo top-ups)

• To receive funds in your bank account by the next business day,

simply initiate a “cash out” from your cash wallet

• Ensure that your bank account registered with Grab matches

your name and IC
Payment Process
1. Incentive Payment : You will get your incentives every Wednesday if you fulfil the
requirements

2. Cash wallet (GRABPAY/INCENTIVES/PROMO) Cash out: Minimum balance of

RM10 to cash out.
MAYBANK: Daily cash out until 5.45pm. (Weekdays & Weekends).
Other banks: Daily cash out until 3.15pm (Mon-Fri). Next working day (Weekends).

3. REMEMBER the IC number of the driver MUST be the same as the owner of the
bank account for the cash out to commerce.

4. IMPORTANT: Gmail registered MUST be SAME with Google Playstore

 To top up your prepaid Credit Wallet easily, key in your
pin in 3 steps

1
A B C
Earn Smart
Manage your
GrabPay Wallet
 To top up your prepaid Credit Wallet easily, transfer
your funds from your Cash Wallet in 4 quick steps

1
A B C D
Earn Smart
Manage your
GrabPay Wallet
 To get funds into your bank account by the next
business day, initiate “Transfer to Account” from your
cash wallet
1
A B C D
Earn Smart
Manage your
GrabPay Wallet
 Track your incentives live through your Grab Driver App
and/or weekly through your Partner Statement

2
1) Grab Driver App
• Refer to the “Incentives Section” in Grab
Earn Smart Driver App to track your incentives live

Earn more with

incentives: Track
your incentives
earned
2) Partner Statement
• Your Partner Statement is the detailed history
for your weekly earnings: fares, incentives,
promo earned and any deductions made
• It will be sent through your Driver app and
email every Thursday
• Please visit https://youtu.be/qfpuKeuhI-A on
more information
Start up bonus

• Bonus startup credit: RM20

• Complete online registration form
• Complete supporting documents: IC, Driving License, Car Insurance,
Above 50yr old need to fill a health check form.
Job Types
• JustGrab
Jobs will be given to the nearest GrabCar/GrabTaxi drivers.

• GrabCar Plus
Cost 20% higher than a regular JustGrab. Need not email or walk in. It is
available for selected drivers who fulfills all criteria. (grb.to/carslist)

• GrabCar MVP 6-Seater

6 passenger / 4 passenger with luggages.
No pickup truck/van except the listed car models (grb.to/carslist)

• GrabCar (Premium)
Request at (Support > Help Centre > Partner Guide > GrabCar > How to Upgrade
Service type). Criteria please go to (grb.to/carslist)
 We have other incentives/rewards: Referrals & Grab All
Stars (Grab Driver rewards program)
GrabCar Referral Bonus
3
• RM100 per successful referral
Earn Smart
Win more
•

•
Referrals must complete 50 trips
within1st month for referrer to earn
Referrer must be active drivers -
RM100
rewards complete min 7 jobs in a week (or 5
jobs/week if new driver)

Grab All Stars • Exclusive Grab Driver rewards

program based on 3 performance
tiers: Gold, Silver, Platinum
• Drivers receive great discounts and
vouchers from our partners like
Petronas, Tesco and more
• You automatically qualify as long
as you hit the driving requirements!

https://graballstars.com/
 Back2Back is a feature of grab that allows driver to accept another
new booking while in transit. This would enable driver to faster
receive jobs thus 30% waiting time could be saved.

Earn Smart Remember to turn off your

availability if you are unable to
Explore Grab accept another new job.
features: Eg. In a bad jam, need to go to
Back2Back the toilet or prayers

Please note that cancellations without

valid reason will result in disciplinary
action, ie getting passengers to cancel
 GrabShare is a carpooling service that allows passengers to
share the ride and the fare while driver-partners get to earn
more by completing multiple bookings going the same way.
4 (max 2 pax per booking).

Earn Smart
Explore Grab
features:
GrabShare
4

Earn Smart
Explore Grab
features:
GrabShare
 UNMATCHED RIDE MATCHED RIDE

Earn Smart
Explore Grab
features:
GrabShare
GrabShare | Optimal Pick Up Sequence

Optimal Pick Up Sequence Feature

1 2 3

*Do note that this is not the exact driver screen, this is just for illustration purposes
GrabShare | Optimal Pick Up Sequence

Optimal Pick Up Sequence Feature

4 5 6

*Do note that this is not the exact driver screen, this is just for illustration purposes
 GrabShare | What’s next for me?

Remember to check your email for:

1. GrabShare Online Training Video
How does GrabShare work and how do I deal with incoming jobs?
Reminder: You will start receiving GrabShare jobs even if you don’t complete the training

2. GrabShare Step By Step Tutorial

Refresher of the key steps as highlighted during the classroom training

3. GrabShare Driver Top FAQs

What questions are other drivers asking?
Multiple Products Multiple
to Meet Passenger
Job Needs
Ride is a system which allows passengers
to set 2 drop off points in the Grab application.
4 - For fix fare rides, upfront fare takes the additional distance
driven for the extra stop into consideration. There is no need for
Earn Smart the driver to add any additional fee.
Multiple job
- Passenger are not allowed to add/change/remove additional
rides stop(s) after he/she commence the journey

- A multi-stop ride will only be counted as ONE trip towards the

calculation of driver’s incentives

- Driver will only wait up to a maximum of 3 minutes at the first

pick up point.
 Multi-Stop Ride | Flow
After accepting the
Driver will see the
job, driver’s in-app
address of both
map will show the
stops, and the
locations of the two
order of the stops
stops relative to
when being
passenger’s pickup
assigned the job
location
1 2
Upon reaching the
Upon reaching the
second and final
first stop, driver will
destination, driver will
need to click on the
need to click on the ‘2st
‘1st DROP-OFF’
DROP-OFF’ button to
button
complete the job
3 4
 My Destination is a feature that allows drivers to key in a
Multiple Products particular
to Meetdestination,
Passenger Needs
and receive jobs that are along the way to
their destination.

** Click in your phone SUPPORT > HELP CENTRE > PARTNER GUIDE >
DRIVER APP GUIDE > MY DESTINATION
Earn Smart - After enabling My Destination mode, the driver will only receive jobs that are
My Destination nearby, or along the way to, the set destination (e.g. driving home, driving to
lunch, etc.)

- Drivers have a quota of two My Destination sessions with completed jobs

❖ Quota only deducted when the driver activates My Destination mode
and completes at least one job in that session

- Drivers can complete multiple jobs en route to their destination

- 5 destination can be saved for easy access.

- Drivers no longer drive home with an empty car.

My Destination
● Jobs completed while on the My Destination do not count towards incentives (trip based or
hourly guaranteed)

● Accepting, ignoring, cancelling, and completing a My Destination job will affect DAX’s AR,
CR, DR like any other job, thus potentially drivers eligibility for incentives.

● Enabling the feature does not guarantee the availability of jobs

● Availability of jobs is determined by

(1) the selected destination, and (2) passenger demand

● The feature does not apply to GrabShare, back-to-back jobs, advanced bookings, and multi-
stop rides
My Destination
● Drivers will not be able to set My Destination to the airport (this would include KLIA, KLIA2,
Mitsui and KLIA Landsite Ops) area

● Drivers will not receive any airport bookings (this would include KLIA, KLIA2, Mitsui and KLIA
Landsite Ops) while using My Destination
 Auto Accept is a feature that allows drivers to accept jobs
automatically without going through a job card

4 • Auto accepted jobs will appear as

shown in picture.
Earn Smart
• Notes will appear after you receive
Explore Grab the job
features: • You may turn on or off in the
Auto Accept “SETTING”

• Auto accept would help drivers who

has difficulties in accepting jobs
while driving (due to Back2back).
 WHY ON AUTO ACCEPT?

4 • 20% Commission For All Auto Accept (AA) Rides –

Earn Smart Instead of the normal 25%

Explore Grab • Priority Allocation – Drivers are always guaranteed the

features: closest job to them
Auto Accept
What will change
for Android?
 Activating Auto Accept (Android)

ALL NEW Adjust

DRIVERS Auto
WILL Accept
First HAVE Settings
Login AUTO
ACCEPT
Option to
BY Toggle
DEFAULT On/Off
Manual Accept Auto Accept

Job Card No Job

Appears Card

Auto
Notes on
Accept Job
Job Card

Notes
Accept Appear
within After Job
10 Secs Accepted
What will change
for iOS?
 Activating Auto Accept (iOS)

ALL NEW Adjust

DRIVERS Auto
WILL Accept
First HAVE Settings
Login AUTO
ACCEPT
Option to
BY Toggle
DEFAULT On/Off
Auto Accept Notification on Navigation Map iOS

Back to GrabShare
Back Job Matched
(B2BJ) Ride
 Fare Per Minute

Fares will be calculated based on:

System estimated distance and estimated trip time.

Earn Smart
Fare per Minute
 TIME BOOSTER

EARN SMART
Time Booster
TIME BOOSTER

1. Fair compensation for your driving effort and time.

2. Instant payout to cash wallet

The payouts will be credited to your cash wallet upon
completion of ride.
 TIME BOOSTER

HOW IT WORKS?

EARN SMART
TIME BOOSTER

*subjected to
change
 TIME BOOSTER

HOW IT WORKS?
NEW TIME BOOSTER
EARN SMART
TIME BOOSTER
RM0.65 x 38mins

Nett Fare ( NF ) = Gross Fare – Commission deduction

RM24-20% (20/100 x 24) = RM19.20

Guaranteed Nett Earnings ( GNE ) = RM0.65 x 38minutes

= RM24.70

Payout = GNE – NF
= RM24.70 – RM19.20
= RM5.50
 TIME BOOSTER
In-App

Please DO NOT
EARN SMART collect this value
from the Passenger,
TIME BOOSTER as it would be
credited
automatically to your
cash wallet
 CANCELLATION COMPENSATION

Cancellation could be compensated**

Terms and Conditions applied

EARN SMART Passenger Cancellation Driver Cancellation

Cancellation Driver arrived and waited
Compensation Driver cancelled after
>5min
waiting > 5min**
Driver attempted to reach GrabShare Service – Driver
pick-up destination, but Pax arrived at pick-up point but
cancelled cancelled due to >2 Pax
>5min
 MULTI CITY

4 • 20% Commission For All Auto Accept (AA) Rides –

Earn Smart Instead of the normal 25%

Multi City Rides • Drivers would only get fares at different cities –
Incentives is only calculated for the cities drivers signed
up in.

• AR/CR/DR – Will reset if change city.

Look Smart
Look Smart

Know the Grab standards and best practices for personal grooming and car
conditions.

Personal Grooming Car Conditions Best Practices

 Personal Presentation

Look Smart
Best Practices
Your Hair Your Face Your Wardrobe
for Personal
Presentation

Oral and Physical Footwear Accessories

Hygiene
 • Please make sure that the interior and exterior if the car
is clean.
• If your car has any foul smell, please get it cleaned
before taking passengers.
Look Smart • Please also check the conditions of the car every week
Car Condition before driving to ensure the safety of yourself and the
passengers.
 Car Condition

Look Smart
Best Practices Make sure that the choice Maintain Cool Clean your car regularly
to Improve of music is appropriate. temperature
Car Condition Keep it at the right volume.

Ensure that your car Keep the air in the car Vacuum to keep
is insect-free fresh and nice dust away
Serve Smart
Serve Smart

Learn how you can provide excellent service and a good ride experience through Grab Service Steps. The
Do’s and Don’ts

Start of Day Best Practices

Checklist
 -PRE- RIDE

Serve Smart -REET

-ECONFIRM

-ASSIST 6 GRAB SERVICE

STEPS

-ELONGINGS

-FARE
Serve Smart
Best Practices
Invite them to give you 5 Stars!
 Do’s
and Don’ts
 Here are some driver community guidelines to help you on
your Grab journey
• Respect is a two-way street: Before, during and even after your journey, it
Do’s and is essential that you maintain respect for those you transport, making them

don’t’s feel safe and secure throughout their journey. We expect all passengers to
uphold the same principle of respect
Community • Always remember, safety first
• When in doubt, do not hesitate to call Customer Service Hotline at 1300-
Guidelines 80-6688 and they will assist you with your questions

Please visit our community guidelines page here:

https://www.grab.com/my/blog/driver/grabmy-community-guidelines/
What happens when you do the DONTs
• Dangerous Driving (fast/using phone/no seat belt)
• Late for more than 20 minutes without notifying passenger
• Rude towards passenger (even in GrabChat)
• Dirty, smelly & messy Car SUSPEND/BAN
• Requesting passenger to sit in front (Case to case Basis)
• Do not leave passenger alone in the car
• Driver didn’t use GPS and took a longer route
• Cancel job/get passenger to cancel without reason
• Press pickup without passenger in car
• Press drop off before passenger gets out of the car
• Filling petrol while passenger in car without consent
• Wrong amount in e-receipt
• Do not leave your car unattended
 What happens when you do the DONTs again

SUSPEND/BAN
• Accepted job and didn’t pick customer/No Show. (Case to case Basis)
• Drop passenger off halfway/at wrong destination
• Pick up another driver’s passenger
• Verbally insult/ intimidate passenger
• Do not honor promo code
• Overcharging passenger
• Do not leave valuables in car
• Follow the laws of PDRM & JPJ & GRAB
The DONTs
• Gaming the system*
• Harass/Assault/Stalk passenger
• Using other GC driver’s account/license/car
• Stealing Passenger’s Belonging
BANNED!!!!!!
• Fighting with other drivers in public
• Threaten GrabCar employee/CS agent
• Drunk Driving
• Pick up other passengers along the way
• Insisting passenger share ride with another
person/friend/family
*Gaming (fraud) means manipulating the system for This guideline serves as a referrance and is
personal profit. For more details on this, please visit subject to change by GrabCar management
my.grabcar.com/faq without prior notice.
 In addition, we do not tolerate any fraudulent activities as they
harm other driver-partners who are making a genuine living on
our platform
Do’s and Frauding or gaming means manipulating the Grab system for

don’t’s personal profit. For more details on this, please visit my.grabcar.com/faq

Community DO NOT:
• Use unauthorized 3rd party software/applications to manipulate with the Grab
Guidelines
system
• Use fake GPS to manipulate your actual location
• Use a/multiple passenger account/s to self-book yourself as a driver
• Conspire with other passengers, drivers or 3rd party to engage in gaming, fraud or
manipulation of the Grab system
• Complete a booking without picking up the passenger
• Cancel a booking but agreeing to take the passenger to their drop off point offline
• Contacting passengers to make bookings with their friends offline and then cancel on
the original ride

Drivers caught for frauding or gaming Grab can be suspended/banned

as it violates our Terms of Use
 What will happen if you Ignore/cancel job consecutively?
• Drivers who ignores/cancels multiple job continuously will have their
Do’s and •
application disabled temporary.
Please remember to off the ‘Availability’ button if you are not able to
don’t’s •
accept jobs.
Duration min 30 sec.
• This feature will apply for ALL service types.
Driver Timeout
Feature Drivers who get their apps locked and will not be able to receive jobs for
X minutes

Tapping ‘Got it’ returns to the home screen and job availability is
automatically disabled

If DAX attempts to toggle job availability too early, he/she is informed that
the timer is still running

After timer reaches zero in the background, DAX receives a prompt to

continue receiving jobs
New flow 1 - Locking out after consecutive job ignores

Driver ignores jobs After # consecutive Tapping ‘Got it’ returns

Driver is currently idle in
consecutively by either ignores, Driver is to the home screen and
the home screen (i.e. not
tapping ‘X’ or letting the informed he/she won’t job availability is
in the middle of a job)
timer run down to zero receive jobs for X minutes automatically disabled
New flow 1 - Locking out after consecutive job ignores

If driver attempts to toggle Tapping ‘Got it’ returns After timer reaches zero If driver taps on the unlock
job availability too early, to the home screen, in the background, driver icon, driver returns to
he/she is informed that and job availability is receives a prompt to home screen and job
the timer is still running still disabled continue receiving jobs availability is enabled
Help &
Support
Help and Support (Self-service
Firstly, Help
use our self-service Centre)
Help Centre
frequently asked questions by drivers!
which has answers to

Help &
Access the Help Centre in your driver app in 3 steps:

Support
Self-service Help
Centre
 You can also use the Help Centre to report a trip issue to Grab
for further investigation
Select “report a past trip issue” and pick the reason for reporting the issue:
Help &
Support
Self-service Help
Centre
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We can
Support
Help
now check the informationCentre)
about Grab training in the

Help &
Access the Help Centre in your driver app in 3 steps:

Support
In-App Training
Help and Support (Self-service
If you Help Centre)
need more help in understanding the Grab application,
You can check out the Training portion in Support.

Help &
Access the Training in your driver app in these steps:

Support
In-App Training
Quick links to help you:

• General support line (24-hrs): 1300-80-6688

• Incentives: Refer to your Grab Driver App
• Recruitment/activation/docs/upgrade:
https://grabdriverhelp.zendesk.com/hc/ms
• Payment related: http://help.grab.com/hc/ms
• Sign up new referrals at: my.grabcar.com/signup
• Grab All Stars (driver rewards): http://graballstars.com
• Anti Harassment:
https://www.grab.com/my/grabs-anti-harassment-policy/
• Finally, for overall Grab community guidelines:
https://www.grab.com/my/blog/community/