DRIVER

MANUAL
GrabCar
 DRIVER MANUAL
CONTENT

A WELCOME TO THE GRAB FAMILY 4

B HOW TO USE THE GRAB APP 6

C MAINTAINING EXCELLENT CUSTOMER SERVICE 10

D INCENTIVES & PAYOUT 13

E GRAB REWARDS 15

F CONTACT DETAILS 16
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A
Welcome To The Grab Family DRIVER MANUAL

WELCOME TO
THE GRAB FAMILY
 DRIVER MANUAL
GRAB MISSIONS

To create the safest transportation platform

Safety is our priority. Passengers and partners
of Grab should travel with confidence with 
our service.

Welcome To The Grab Family

To improve the lives of our partners
We commit to those who are willing to
earn extra income and help them pursue
a rewarding livelihood by providing the
best service toour users.

To be accessible to all
We offer various options to meet everyones
needs and price points.

5
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B
How To Use The Grab App DRIVER MANUAL

HOW TO USE
THE GRAB APP
 DRIVER MANUAL
1. Signing In & Going Online
Sign in using the Gmail address registered
with Grab
Tap on the ( ) icon to go online (green) and
start receiving bookings.
You will also see your Acceptance Rating,
Driver Rating, and Cancellation Rating which
will help towards earning special incentives.

B
2. Accepting Booking

How To Use The Grab App

The booking screen contains the pick-up
address, drop-o address, and the trip fare.
You may also see any comments related
to the booking such as specific entrance
if pick-up from malls.
You have 15 seconds to accept the booking
by tapping the Green button.
If you ignore the job, your acceptance rating
will drop and you may miss out on special
driver incentives.
Promo: If you see the wording PROMO,
the passenger will pay you a reduced nal
fare depending on the promo amount.
This amount will be credited back to your
Credit Balance.

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DRIVER MANUAL

3. Passenger Pick-Up
Once you accept the booking, you will see
the passengers contact details. Always call
your passenger to conrm the address and
inform them of the estimated time of arrival.
Tap on the ( ) icon to navigate to your
pick-up location using Waze or Google Maps.
GrabPay: If you see a blue GRABPAY icon
(top left corner), DO NOT collect cash from
the passenger as it is a credit/debit card
transaction - the amount will be reected in
your Cash Wallet.

B
4. Confirming Pick-Up
How To Use The Grab App

Only press Pick-Up once the passenger is

in the car as you would not be able to find
the passengers contact details & pick-up
location after pressing pick-up.
Once youve picked up the passenger,
20% commission will be deducted from
your credit balance. If you need to cancel
the job for good reason, tap on the
cancel button for options.

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 DRIVER MANUAL
5. Passenger Drop-Off
Tap on the ( ) icon to navigate to your
destination using Waze or Google Maps.
Only press Drop-O after the passenger
leaves your car.

B
6. e-receipt

How To Use The Grab App

The e-receipt will show the total of the trip
fare, including any promo discounts.
Tap on "Tolls and Others" to key in any toll
charges incurred during the trip.
Tap "Submit and Continue" to send the
e-receipt to the passengers email account.

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 C
Maintaining Excellent Customer Service DRIVER MANUAL

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CUSTOMER SERVICE
MAINTAINING EXCELLENT
 DRIVER MANUAL
5 TIPS TO 5 STARS
1. 2. 3.

Always communicate Put on a smile Keep a clean car

with your passenger Greet the passenger and presentable
Make a call before with a smile to make appearance
picking up the them feel welcome. Make sure the car
passenger and/or If the passenger is is always clean and
C
text them to confirm willing, have a friendly comfortable. You
the pick-up and conversation otherwise must also dress

Maintaining Excellent Customer Service

drop-off location as respect the passengers well - do not wear
well as to let them request for privacy. shorts, slippers or
know the estimated sleeveless tops. Do
time of arrival. not smoke in the car.

4. 5.

Drive safely Do something extra

Use a phone holder. Offer a drink, sweets
Do not text and drive. or a magazine for
Always be alert and passengers to enjoy
obey traffic rules. during the ride. If
the passenger wants
to talk, be courteous.

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DRIVER MANUAL

RULES OF CONDUCT
In order to ensure that passengers receive the best experience
possible, please do not:

1. Tap Pick-Up without 6. Be rude or fight with difficult

a passenger in the car. passengers. Please kindly
refer it to our Customer
Experience Team.

C 2. Pick up another passenger while 7. Be aggressive or rude against

already driving a passenger. Grab staff including our
Maintaining Excellent Customer Service

Customer Experience agents.

3. Have family members/friends 8. Cancel 50% or more jobs in

inside the car while on a job. a week.

4. Drive dangerously (not 9. Drive another car other than

using seatbelts, speeding, the one registered with Grab
running the red light, drunk- or allow another driver to drive
driving, etc.) using your Grab account.

5. Harass or stalk, including 10. Make fraudulent trips that

texting/calling the passengers are completed without
after the trip has ended. actually ferrying a passenger.

Any driver who do not follow the rules of conduct may be subject
to warning, suspension, and even termination. For a full list,
please see here http://j.mp/gc_sop

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DRIVER MANUAL Incentives & Payout

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D
INCENTIVES
& PAYOUT
DRIVER MANUAL

1. Weekly cycle starts on Monday 12am and ends on Sunday 11.59pm

For example, If you start doing trips on Friday and finish off on
Sunday before the end of the current cycle, the incentives and
any excess credit balance will be cashed out the following week
(next cycle).

2. Incentives credit top-up every Wednesday

Any incentives earned from trips or referrals
will be calculated and credited into your
Credit Balance (top amount) each Wednesday.

D
3. Cash Balance (GrabPay)
Incentives & Payout

All credit card (GrabPay) transactions will be reflected in your

Cash Balance (inside Menu > Wallet: bottom amount). You may
choose to cash out (minimum RM10) to your bank account or
transfer it to the Credit Balance. If you cash out by Sunday night
of the current cycle, you will get the amount in your next cycle.

4. Email registered must be the same with Google Playstore

In order to view your cash balance and successfully cash out,
you will need to sync your email with our system. Ensure that
the email you registered with us is the same email you use in
your Google Playstore.

5. Final payout on Friday

If your Credit Balance exceeds RM150 (see no.3), the extra
amount will automatically be cashed out to your bank account
by Friday (if non-Maybank, by Monday latest). Same goes for
your GrabPay manual cash out.

For more information on incentives, visit bit.ly/grabcar_incentive

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 DRIVER MANUAL
GRAB
REWARDS Rewarding.
Awesome.
Grabbers.

Grabbing is rewarding! E
Grab Rewards is created specially to reward YOU with savings and more.

Grab Rewards
Some of our rewards even helped our Grabbers save over RM200 in a
single month! Check out what we have in store for you below:

Auto Maintenance Living Expenses

Personal
Lifestyle
Development

Others

For more information on the above rewards, visit grb.to/rewards

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 F
Contact Details DRIVER MANUAL

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DETAILS
CONTACT
 DRIVER MANUAL
1. CUSTOMER EXPERIENCE (CE) PHONE NUMBER
1300 80 5858

2. SIGN UP NEW DRIVER

http://my.grabcar.com/signup

3. RECRUITMENT/ACTIVATION/DOCUMENT UPDATE/
GC+ UPGRADE
recruit.my@grabcar.com
F
4. PAYMENT RELATED

Contact Details
gc.my.payments@grab.com

5. GENERAL ENQUIRIES
support.my@grabcar.com

6. FREQUENTLY ASKED QUESTIONS

http://my.grabcar.com/faq

7. HOW TO USE THE GRAB APP

http://grb.to/gcmy_video

8. SECURITY EMERGENCY (ASSAULT/VANDALISM/INJURY)

018 263 2340

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 DRIVER MANUAL

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NOTES
GrabCar