GrabExpress

Driver Handbook

GRAB CAR DRIVER HANDBOOK | 1

2 | GRAB CAR DRIVER HANDBOOK
What’s Inside?

4 Let’s Get Started

8 How to Complete a Job
Accepting a Job
Pick-up
Meeting the Sender/Representative
Confirming Item
Drop-off
Meeting the Recipient/Representative
E-Receipt and Payment Screen
Job Completed!
23 How to Use the E-Wallet
Credit Wallet vs Cash Wallet
Top-Up
Encash
36 General Reminders
Grab Reminder Reminders
Ratings
Messages for Customer
Delivery Standards
Best Practices to Improve Delivery Condition
41 How to Get Support
Help Center
Customer Service and Grab Website
Basic Troubleshooting Guide
Driver Center (Offices)
Grab Emergency Directory
Share My Location

GRAB CAR DRIVER HANDBOOK | 3

 Let’s Get
Started
Welcome, Ka-Grab! Masaya kami dahil ikaw ay parte
na ng aming pamilya. Tutulungan ka namin mula sa
pag-simula ng iyong Grab journey hanggang sa dulo
abot ng aming makakakaya. Ang handbook na ito
ang magsisilbing gabay sa iyong Grab journey.

We can’t wait to work with you, Ka-Grab!

4 | GRAB CAR DRIVER HANDBOOK
Download the
Driver Application
Upang simulan ang iyong Grab journey, i-download ang iyong Grab Driver App.

Step 1
Siguraduhing tama ang format ng Gmail Account na
naka-register sa GRAB.

Step 2
Tiyakin na may sapat na internet connection o WIFI.

Step 3
I-set ang time ng phone sa 12-hour format.

Step 4
Siguraduhing naka “ON” ang location o GPS at i-set sa high
accuracy.

Step 5
Tiyakin na hindi rooted ang cellphone na gagamitin.

Step 6
Mag download ng “GRAB DRIVER” application sa Playstore
o App Store.

GRAB CAR DRIVER HANDBOOK | 5

 Logging In
Maglog-in sa iyong Grab Driver App para makatanggap ng mga bookings.

Step 1
Buksan ang Grab Driver App.

Step 2
Basahin at i-check ang box ng
Terms of Service at pindutin ang
“Next.”

Step 3
Pindutin ang “Sign in with
Google.”

Step 4
Ilagay ang naka-register na Gmail
account sa GRAB.

Tandaan!
Dapat ang Gmail account ay
registered sa Grab.

6 | GRAB CAR DRIVER HANDBOOK

Home Screen
Ito ang makikita mo pagkabukas mo ng iyong Grab Driver App.

Toggle Button
On and off button upang
Power Button makakuha ng booking.
Online and offline button upang
magsimula sa paggamit ng app.

Heat Map
Dito makikita ang
lokasyon kung saan
mataas ang demand.

Reward Job Card Gems Button

Makikita rito ang iyong Makikita rito ang mga
target rides at rewards. GEMS na iyong naipon.

Driver Rating
Ito ang iyong performance
Completion Rate score base sa pag-rate ng
Dito makikita ang pagtaas pasahero.
at pagbaba ng rating ng
iyong pagkumpleto ng
mga booking.
History
Record ng lahat ng booking
natanggap.

GRAB CAR DRIVER HANDBOOK | 7

 How to
Complete
a Job
Ang step-by-step process kung paano
mag-complete ng Job.
8 | GRAB CAR DRIVER HANDBOOK
How to Complete a Job
Ang step-by-step process kung paano mag-complete ng Job.

Step 1
Accepting a Job

Step 2
Pick-up
Go to pick-up location.

Step 3
Meeting the Sender/Representative
Drive to destination

Step 4
Confirming Item

Step 5
Drop-off

Step 6
Meeting the Recipient/Representative

Step 7
E-recceipt and Payment Screen

Step 8
Job Completed!

GRAB CAR DRIVER HANDBOOK | 9

 Accepting a Job

Step 1

In order to accept a job, turn on and press the icon in

order to be online and available for jobs, only when you
are ready.

10 | GRAB CAR DRIVER HANDBOOK

Pick-up

Step 2

Fare

Typ e of Bookin g

Accep t Bu t t on

GRAB CAR DRIVER HANDBOOK | 11

 I’ve Arrived

Press “Delivery Details” to see the delivery location at

the notes from the sender

Press “I’ve Arrived” when you have arrived at the

location of the sender

12 | GRAB CAR DRIVER HANDBOOK

Meeting the Sender/
Representative
Step 3

Press “Correct Sender” if the name

being displayed is the sender, if not,
press “Met a Representative”. Get
the name and relationship of the
representative to the original sender.

NEED SCREENSHOT

Check the item if it has the correct

order number, weight, size, and if
there is damage. After checking,
press “Yes, Item is OK”, if not, press
“There’s an Issue With Item”

GRAB CAR DRIVER HANDBOOK | 13

 Info: Press the “More” icon to bring
up the Menu Contents. This is where
you can see your details from Grab
Benefits to Diagnostics.

14 | GRAB CAR DRIVER HANDBOOK

Confirming Item

Step 4
Take a photo of the package
Proof of Pick-up
- Ensure that there is a clear photo
of the package

GRAB CAR DRIVER HANDBOOK | 15

Press “Continue” if you already Press “Confirm Pick Up”
have a clear photo of the package

16 | GRAB CAR DRIVER HANDBOOK

Drop-off
Step 5
- Press “Delivery Details” to see the delivery
location and notes from the sender
- Press “I’ve Arrived” when you have arrived
at the location of the recipient

GRAB CAR DRIVER HANDBOOK | 17

 Meeting the Recipient/
Representative
Step 6
- Press “OK” if the item in the picture is the item you are
dropping off
- Press “Correct Recipient” if the person’s name being
displayed is the recipient, if not get the name and the
relationship of the representative to the original recipient.

18 | GRAB CAR DRIVER HANDBOOK

Again, take a clear photo of the
package Proof of delivery

GRAB CAR DRIVER HANDBOOK | 19

 After the picture, press “Confirm
Drop-Off”.

20 | GRAB CAR DRIVER HANDBOOK

E-receipt and
the Payment Screen
Step 7

GrabExpress Instant - Bike

GRAB CAR DRIVER HANDBOOK | 21

 Complete Job

Step 8

Reminder: After finishing a job,

20% commission will be deducted
NEED SCREENSHOT from your
credit balance.

22 | GRAB CAR DRIVER HANDBOOK

How to Use
the E-Wallet
GRAB CAR DRIVER HANDBOOK | 23
 Credit Wallet vs
Cash Wallet
Alamin natin ang paggamit ng E-Wallet sa loob ng iyong Grab Driver App at ang
nilalaman nito.

Credit Wallet
Reward Job Dito makikita ang Credit
Card Balance na binawasan
Dito makikita ang ni Grab ang commission
iyong mga target rides. fee sa kada booking na
nakumpleto.

Tandaan!
I-maintain ito na
hindi bababa sa Php
200 para patuloy
makakuha ng bookings
sa Grab.

GrabPay
Cash Wallet
Dito makikita at nareremit
Promos
ang lahat ng cashless
transactions ng driver.
Rebates

24 | GRAB CAR DRIVER HANDBOOK

4 Ways to Top-up
Mayroong 4 ways para magtop-up. Alamin sa mga susunod na pages.

1
Cash Wallet to Credit Wallet

2
Top-up via TouchPay

3
Top-up via PIN

4
Top-up via GCash

GRAB CAR DRIVER HANDBOOK | 25

 How to Maintain
your Credit Wallet
through Top-up?
Convert Cash Wallet to Credit Wallet (Top-up)
Mag-top-up ng Credit Balance on-the-go gamit ang laman ng iyong Cash Wallet
para tuloy-tuloy ang biyahe.

Step 1 Step 2
Pindutin ang “Credit Wallet” sa Pindutin ang “Top Up with
wallet icon. Account.”

26 | GRAB CAR DRIVER HANDBOOK

Step 3 Step 4
Ilagay ang amount at pindutin I-double check ang amount at
ang “Next.” pindutin ang “Confirm.”

Note: Pagkatapos, pwede na

itong magamit sa iyong
mga susunod na bookings.

GRAB CAR DRIVER HANDBOOK | 27

 Top-up via TouchPay
Mag-top-up sa mga physical stores na mayroong TouchPay.

Pano mag Top-up through TouchPay?

1. Choose “Service.”
2. Click “E-money Folder.”
3. Choose “Grab” or “Grab Express.”
4. Kiosk will show notice.
5. If driver agrees and chooses “Yes,” then
kiosk will request Mobile Number.
6. Type mobile number and click “Next.”
7. Choose preferred denomination.
8. Kiosk will show Payment Screen.
9. Insert enough money to activate “Pay.”
10. Press “Pay” and take receipt.

Para sa listahan ng locations, pumunta sa

https://grb.to/touchpaybranches.

Top-up via Retailer Stores

Maaari ring bumili ng physical top-up vouchers sa Retail Load Partners sa link na ito:
grb.to/retailerstores o kaya ay bumisita sa Grab HQ sa 12th Floor, Wilcon IT Hub,
2251 Chino Roces Ave., Makati City (near MRT Magallanes station).

28 | GRAB CAR DRIVER HANDBOOK

Top-up with Pin
Mag-top-up with Grab vouchers gamit ang 16-digit pin.

Step 1 Step 2
Pindutin ang “Credit Wallet” sa Pindutin ang “Top Up with Pin.”
wallet icon.

GRAB CAR DRIVER HANDBOOK | 29

 Step 3
Ilagay ang 16-digit code ng
voucher.

Step 4
I-confirm ang 16-digit code na
nilagay at pindutin ang “Done.”

Correct code

Wrong code
I-check kung tama ang
nilagay na code.

30 | GRAB CAR DRIVER HANDBOOK

Top-up via GCash
Load-an ang iyong GCash account sa mga establishments na mahahanap sa:
grb.to/gcashbranches.

Pano mag Top-up through GCash?

Step 1
I-dial ang *143*9*8*1*1#.

Step 2 Step 3 Step 4

Piliin ang voucher I-type ang GCash I-type ang recipient’s
denomination. account PIN (4 digit). (Driver’s) 11-digit mobile
number.

Step 5 Step 6
Ang driver ay makaka- Sa inyong Grab Driver app,
receive ng confirmation pumunta sa Credit Wallet
message na mayroong at piliin ang ”Top-Up
code na magagamit para with Pin“ upang iyong
matop-up ang credit i-type ang 16-digit code
balance. (refer to page 23).

GRAB CAR DRIVER HANDBOOK | 31

 GCash Reminders

Mahalagang Paalala
• Ang Grab driver voucher ay hindi automatic na ma-
load sa iyong driver app, ito ay ma-load lang kung
i-input ninyo sa mismong driver app.

• May service fee na Php 5.00 sa bawat purchase ng

voucher regardless sa halaga na binili.

• Kung hindi gumagana ang e-voucher na nabili,

ipaalam ito sa Grab.

• Kung nais i-void o ibalik ang e-voucher na nabili,

tumawag sa GCash Hotline, i-dial ang 2882 (press
2, 1, 5).

• Kapag hindi natanggap ang 16-digit code, tumawag sa

GCash Hotline, i-dial ang 2882 (press 2, 1, 5).

• For GCash replacement, pumunta sa Grab office

(refer to page 31).

32 | GRAB CAR DRIVER HANDBOOK

How to Get Cash from
Your Cash Wallet?
Encash through GCash
Para makuha as cash ang iyong mga remittances sa trips, i-transfer ito sa GCash
para ma-withdraw.

Step 1 Step 2
Pindutin ang “Cash Wallet” sa Pindutin ang “Transfer to
wallet icon. Account.”

GRAB CAR DRIVER HANDBOOK | 33

 Step 3 Step 4
Ilagay ang amount. Pindutin I-confirm at makikita ang
ang “Next.” “Request Sent.” Ang iyong
request ay papasok sa iyong
GCash pagkalipas ng 1 working
day.

34 | GRAB CAR DRIVER HANDBOOK

Passenger Request
to Top-up
Habang ikaw ay nasa trip, pwede ring makakuha ng instant cash on hand kung mag-top up
sa iyo ang pasahero.

Step 1 Step 2 Step 3

I-press lang “TOP UP” para Singilin lamang ang Mababawasan na ang
masagot ang request ng amount at i-press ang laman ng iyong Cash
pasahero. “Collected Cash.” Wallet at napalitan na ng
cash ng pasahero.

GRAB CAR DRIVER HANDBOOK | 35

General
Reminders
36 | GRAB CAR DRIVER HANDBOOK
Grab Rider Reminders
- Must be in complete gear before accepting a job
- Always use professional communication with customers
(No inappropriate text/calls)
- Manage your e-wallet and earn more with rewards
- Do not ask customers to cancel
- Always update your working capital, if not updated, it will
remain at the “UNLIMITED” default setting.
- Riders who commit fraud are subject to fines, banning,
and cases from Graba nd the Customer (Marked by the
NBI and the Police)
- Bring extra money for change

Ratings
Aim for a 5-Star rating and a 0% cancellation rate.

Required Ratings for Rewards:

- Acceptance Rate = 85%
- Star Rating = 4.5%
- Cancellation Rating = Below 10%

GRAB CAR DRIVER HANDBOOK | 37

 Messages for Customer

After Accepting a Booking:

- “Magandang araw po, confirm ko lang po ang
ipapadala ninyo, salamat po.”
- “Thank you, for safety and security reasons,
kindly leave your package open and unsealed for
inspection.”

For Receiver:
- “Grab Express is on the way to deliver the par-
cel/package to Mister and/or Miss.”
- “I’ll be there in roughly __ mins/hours. Kindly
confirm your availability. Thank you!”

End of Transaction:
- This is to inform you that your package has
been delivered. Thank you for using Grab Express
and we hope to be at your service again.
- Note: Wag kalimutan mag thank you at lagi mag-
ing magalang sa customer.

38 | GRAB CAR DRIVER HANDBOOK

Delivery Standards

1. Dress Code
- Presentable appearance (Ex. Groomed hair,
shaved goatee)
- Helmet

- Professional attire (Ex. Collared Shirt, Jacket)

- Pants/Jeans

- Shoes/Boots

- Sando, Shorts, Ripped Jeans, Slippers, and San

dals are not allowed.

2. Package Details
- Acceptable Standard Package (40x40x50)

- Max: 20 Kilos

- Prohibited items include illegal items (Ex. Guns,

Ammunition, Drugs)

Reminder:
For safety reasons, the driver has the right to
check the parcel that he is delivering and can
refuse if there are illegal items included.

GRAB CAR DRIVER HANDBOOK | 39

 Best Practices to Improve
Delivery Condition
- Protect the package and ensure that there are no
damages upon delivery.
- Ensure that the documents do not get crumpled
or damaged.
- Always maintain the cleanliness and appearance
of your motorcycle.
- Make sure the drinks you are carrying are secure
(They have the right lids and tape so they don’t spill
during transit)
- Take care of perishable products
- While at the store, before you leave, make sure
that the food for delivery is properly sealed.

40 | GRAB CAR DRIVER HANDBOOK

How to
Get Support
GRAB CAR DRIVER HANDBOOK | 41
 Help Center
Sa oras na kailangan mo ng tulong o ng reminders, nandito kami para tumulong.

Pindutin ang “Support” sa Menu Help Centre

Content o More. Kung nais magpadala ng
concern o humingi ng tulong
sa Grab.

App Demos
Kung nais balikan ang sample o
demo booking.

Grab Academy
Kung nais matutunan ang mga
tips at new features ng GRAB na
inihanda para sa inyo.

42 | GRAB CAR DRIVER HANDBOOK

Driver Basic
Troubleshooting Guide
Sa oras na hindi gumana nang maayos ang Grab Driver App, i-check lang ang link na ito kung
paano mag-troubleshoot: grb.to/drivertroubleshootingguide

Topics:

GPS GCash Update Gmail

Account

Credit Wallet Add Service Type Mobile Data

GRAB CAR DRIVER HANDBOOK | 43

 Driver Centers
Bisitahin ang link na ito upang makita ang mga Grab Driver Centers (GDC):
www.grab.com/ph/driver/gdc/

12F Wilcon IT Hub, Chino Roces Avenue, 4F Fisher Mall, Quezon Avenue,
Makati City Quezon City
Monday - Saturday Sunday - Friday
9:00 AM - 6:00 PM 10:00 AM - 7:00 PM
GrabTaxi Services GrabCar Services
• GrabTaxi Driver registration • Car Registration for new vehicle valid case
• Issuance of COA (Certificate of Accreditation) number or PA or CPC from LTFRB only
• Add / Switch Driver (Existing Grab)
GrabCar Services • ID Distribution
• Car Registration for new vehicle valid case
number or PA or CPC from LTFRB only After Sales Services
• Add/Switch Driver (Existing Grab) • Troubleshooting – Update Gmail, Mobile
• ID Distribution data issue, GPS issue, Additional service type
• Coins to GCASH migration (6-seater, Premium)
• General Inquiry – Conduction to new plate,
GrabExpress and GrabFood Services change plate
• New Motorbike registration (Saturday and • GCash concerns (except for lost, defective &
Sunday) coins to GCash migration)
• Add / Switch Driver (Existing Grab) • Incentive concerns
• ID Distribution • Lost & Found
• Change motor for GrabExpress
After Sales Services
• Troubleshooting – Update GMail, Mobile Prima Building Unit 104-A & B and 404, 16 East
data issue, GPS issue, Additional service type Avenue corner Magalang St., Brgy. Pinyahan,
(6-seater, Premium) Quezon City
• General Inquiry – Conduction to new plate, Monday - Friday
change plate 8:00 AM - 5:00 PM
• GCash concerns
• Incentive concerns TNVS Services
• Lost & Found • PA and CPC Application General Inquiries
• GrabExpress Top up • TNVS Inquiries
• GrabFood Hub • PAMI within building premises
• Notarial services within building premises
TNVS Services • Filing of Motions within building premises
• Checking of TNVS initial & CPC requirements
• Checking of CPC requirements Also Accepts Services Like:
• GC Activation for New Vehicle with case number
• GT Drivers Acquisition
• Issuance of CAGS (GrabTaxi)
Greenfield District Pavilion, Sto. Cristo Street,
Greenfield District, Mandaluyong City
Saturday - Thursday
9:00 AM - 6:00 PM
Services
• ID Distribution
• Car Registration for new vehicle valid case
number or PA or CPC from LTFRB only
• Add / Switch Driver (Existing Grab)
After Sales Services
• Troubleshooting – Update GMail, Mobile Data
issues, GPS issues, Additional Service Type
(6-seater, Premium)
• General Inquiry – Conduction to new plate,
change plate
• GCash Concerns (except for lost, defective &
Coins to GCash migration)
• Incentive concerns
• Lost & Found

44 | GRAB CAR DRIVER HANDBOOK

Driver Self-Service Links
Narito ang iba’t ibang Driver Self-Service Links na maaari mong i-access para hindi mo na
kailangan pumunta sa ating mga Grab Driver Centres.

Request for BIR 2307 Fleet inquiry

grb.to/2307certificaterequest grb.to/fltacqui

Update of Plate Number List of Top-up locations

grb.to/plateupdate grb.to/topuplocations

Update of OR/CR, License Update of Pending

and/or Comprehensive Requirements
grb.to/pendingreq
Insurance
grb.to/safetyinfo

Add Pin locations

grb.to/addPOI
Request for Certificate of
Good Standing
grb.to/cags Log in to Grab Passbook
www.grabpassbook.com

Update of Driver’s License

grb.to/licenseupdate Passenger Appeal
https://www.grab.com/ph/appeal/
passenger/
Update of TNVS Status
grb.to/tnvsstatusupdate
Remittance Review Request
grb.to/remittancereview
Submission of PA
grb.to/pasubmission

GRAB CAR DRIVER HANDBOOK | 45

 Customer Service
and Grab Website
Tumawag sa Grab Driver Hotline kung may emergency o bisitahin ang social media at
website ng Grab para makita ang mga important announcements.

FOR EMERGENCY
Driver Hotline
(02) 883-7100
Social Media
www.facebook.com/GrabPH
www.facebook.com/BrianCu

Grab Website
www.grab.com/ph/

46 | GRAB CAR DRIVER HANDBOOK

Grab Emergency
Directory
Ang Grab Emergency Directory ay naglalaman ng mga hotline numbers, locations, at
navigation ng mga police stations at iba pa.

Pindutin ang “Emergency” sa Makikita sa Emergency Directory ang

Menu Content o More. mga hotline number, location, at
distance o navigation ng patungo sa
mga Police Station.

GRAB CAR DRIVER HANDBOOK | 47

 Share My Location
Dahil safety mo ang priority ang natin sa Grab, maaari mo nang i-update ang iyong mga
mahal sa buhay tungkol sa iyong location gamit ang Share My Location.

Gamit ang Share My Location button, maaari kang:

• Mag-share ng live location link.

• Mag-send ng SMS at location link sa iyong Emergency Contacts.
• Humingi ng tulong sa awtoridad para sa mga emergency o urgent
situations.

48 | GRAB CAR DRIVER HANDBOOK

Paano ilagay ang
Emergency Contacts?

Step 1
I-click ang “More” sa iyong account
name at “Emergency Contacts.”

Step 2
Piliin ang “Add Contacts” mula
sa iyong contact list o kaya isa-isa
mong ilagay ang mga detalye. I-click
“Save” at magdagdag ng contacts
kung kinakailangan.

Step 3
Kung may Grab account ang
mga nasa Emergency Contacts,
makatatanggap sila ng notification
sa Grab Driver App.

Kung wala silang Grab account,

makatatanggap sila ng SMS.

GRAB CAR DRIVER HANDBOOK | 49

 Paano I-share ang
Live Location sa iyong
Emergency Contacts?

Step 1
Siguraduhing ikaw ay online at
available for jobs.I-click ang
“Share my location” button.

Step 2
I-click ang “Share my location.”
I-click ang “SMS Emergency
Contacts.” Makatatanggap ka ng
SMS ang iyong Emergency Contacts.

Step 3
Matatanggap ng iyong recipient ang
link ng iyong live location.

Step 4
Para itigil ang pag share ng iyong
location, i-click ang
“Share my location“ button at piliin
ang “Stop sharing my location.”

50 | GRAB CAR DRIVER HANDBOOK

Paano Tumawag sa
Awtoridad?

Step 1
I-click ang “My share location”
button.

Step 2
I-click ang “Share my location.”
I-click ang “Call Police.”

Paalala!
Maaari mong piliin ang “Call
Police” kahit na ikaw ay offline at
unavailable for jobs.

Step 3
Lalabas ang iyong pop-up. I-click ang
“Call” at matatawagan na ang
local police.

GRAB CAR DRIVER HANDBOOK | 51

The goals we’ve set for ourselves aren’t easy to achieve. But we
believe one day soon, every single person in Southeast Asia
will be able to travel safely, comfortably, and easily to work,
to college, and to tea with a few friends.

With every single day that passes, we’re more certain of it.
Because we have you to help get us there. That’s what Grab is
really about. Bringing people together to make
life better for all.

Forward Together