Welcome to Grab1. You will learn the basics about operating the Grab apps here. Grab’s History • Grab began as MyTeksi in 2012 • Currently offer multiple services (Taxi, Car, Bike, Delivery, Carpooling) across 55 cities in SouthEast Asia *as of July 2017 • Leading ride-hailing platform making transport freedom a reality for 620 million people Grab’s Mission Provide the Make Improve the safest Transportation lives of our transport accessible to all partners platform 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. Smile APPEARANCE – Clean car. Posture RELIABILITY – Trustworthy. Grooming. Integrity EXCELLENCE – Providing best service at all time .5 STAR Driver tips: WeCARE COURTEOUS – Greet. Friendly. Driver App . Only cancel when you have to (when passenger no show/you have waited more than 5 minutes). .● Acceptance Rating (AR): The % of job accepted by driver – Make sure it is not less than 30% per week & if you want to go for incentive. make sure it is above 80% ● Star Rating (SR): The rating passenger rated driver after the ride – If you want to go for incentive make sure it is not less than 4. If there is a pattern in your cancellation.70 rating.5 ● Cancellation Rating (CR): Please take care of your cancellation. you might be suspended or banned. Cannot be less than 4. When the ‘online’ button is tapped. it will turn green and you will receive jobs. the ‘online’ button is greyed out and you won’t be able to receive jobs.IPHONE EXAMPLE ● When the Driver app is launched. • The top left button could be used to see and check the wallet and job history . ANDROID EXAMPLE Offline and not connected Online but NOT Available for Jobs Online & Available for Jobs . Cash Credit Card Discount Collect Cash at the end of Do not collect any money Promo – The discount the ride as the credit will be sent to amount will be topped back you to your Cash Wallet up to your cash wallet . ● Use the GRABCHAT to contact passenger ● Tap “DROP-OFF” when arrived at destination. Driver taps “PICK UP” and the screen updates to show the drop-off location. . ● Once picked up. Map shows pick-up location.Upcoming Scheduled Scheduled Job information Job Pick-up / Drop-off Screen ● Pick-up location is shown while Driver is on the way to Passenger. DRIVER APPLICATION: E-RESIT PROCESS Key-in in the toll amount BEFORE pressing Proceed . Turn on/off the heat map . the higher the demand. ● You can even zoom in on the map to see which areas exactly have high job demand. Job Heatmap ● These locations have high Job demand. ● The redder the dot. Payments. Incentives . CREDIT WALLET FROM TOP UP NO JOBS IF LESS THAN RM15 . CASH WALLET to CREDIT WALLET . CASH WALLET to BANK . Transfer it to your credit wallet . The amounts will remain there until you manually : 1. drivers would need to top up in order to continue receiving jobs. Cash Wallet – All the GrabPay transactions. Or top-up through cash wallet. (Top up at any place that has E-Pay facility & minimum top up is RM10).Promo discount and incentives will be added to your cash wallet. Cash out to your bank account 2.CREDIT/CASH WALLET Credit Wallet – If the amount is below RM15. Fri-Sun will process on Monday. Cash wallet (GRABPAY/INCENTIVES/PROMO) Cashout: Minimum balance of RM10 to cash out. Minimum transfer is RM10. IMPORTANT: Gmail registered MUST be SAME with Google Playstore .Payment Process 1. process daily from Mon-Thu . Incentive Payment : Incentive top up to cash wallet on every Wednesday 2. Weekly Driver Statements 1. Weekly statement: Breakdown of Payout –airport top up. Bank Notification: Directly from Maybank2u to your email notifying you of the transaction . Incentives. and Referrals 2. Driving License.grabcar. To check if your car is eligible for premium.com subject to fulfilling conditions (refer to my. Car Insurance • Upgrade to GrabCar+ (Premium) Request at recruit.Start up bonus & Premium cars • Bonus startup credit: RM20 • Complete online registration form • Complete supporting documents: IC.com/faq for further details).to/carslist .my@grabcar. please visit grb. to/gc_referral Referral Level Referral Amount 1st Level RM75 each 2nd Level RM50 each 3rd Level RM25 each • Unlimited L1. Multi-Level Driver Referral Scheme Read more at: grb. L3 referrals • Referrals must complete 30 trips/1st month for referrer to earn • Referrer must be active drivers - complete min 20 jobs in past 30 days (or 5 jobs/week if new driver) **Only for Klang Valley drivers . L2. GRAB Features . You will now see upcoming jobs as you approach the drop off point of your current passenger (before your drop off) .Accept the job even if you have not dropped off the passenger in your car .Proceed to pick up your next passenger after you drop off your passenger .Back2Back How it works? . Cont’ Your next passenger will see from his/her passenger app that you are currently dropping off another passenger... Driver. Cancellation Rating… Treat it like any normal trips . Back2Back How it works?. along with your estimated arrival time Back2Back Jobs affect your Acceptance. Upcoming Scheduled Toggle On or Off Job • When you are in transit and need to take a break after completing a ride. your account will remain offline until you switch back on again . you may toggle off (turn off your availability) • You will be “offline” while in transit (no job will come in) • After competing the current job and pressed drop off. GRABSHARE | Driver training . GrabShare | How is it different from GrabCar? Take two bookings instead of one Can only take one booking Maximum of 2 passengers per booking Up to 4 passengers per booking Job cards are blue and labelled Job cards are grey and labelled “GrabShare” on the top-left corner “GrabCar” on the top-left corner . Cancellation Rate and Driver Rating Earnings structure – GrabShare rides contribute towards your GrabCar rides target! Applicable for Grab Ambassador.GrabShare | How is it the same as GrabCar? & share the following things… The same app – ensuring your driving experience remains the same! Your Acceptance Rate. Grab-Pro and Grab-Flexi! . Pax B Pax B Pick up Drop off Passenger A is dropped off first. Driver proceeds to Pick up Drop off pick up Passenger B. Driver proceeds to Pax A Pax A drop off Passenger B. Driver picks up and drops off Pick up Drop off Pax A Pax A only one passenger. ABBA Passenger A is picked up first. Driver proceeds to Pax A drop off Passenger A. A (no match) Ride is not matched.GrabShare | Possible pick up & drop off scenarios Ride Scenarios Description ABAB Passenger A is picked up first. . Drop off Pick up Pax A Passenger B is dropped off first. Driver proceeds to Pick up Drop off Pax B Pax B pick up Passenger B. GrabShare Driver Top FAQs What questions are other drivers asking? . 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 | What’s next for me? Remember to check your email for: 1. GrabShare Step By Step Tutorial Refresher of the key steps as highlighted during the classroom training 3. 3. How is the ride fare for a multi-stop ride calculated? For fix fare rides. There is no need for the driver to add any additional fee.Grab Multi-stop Ride 1. Passenger cannot add an extra stop via their app while in transit Passenger are not allowed to add additional stop(s) after he/she commence the journey . What is Multi-stop Ride? Multi-stop Ride is a system which allows passengers to set 2 drop off points in the Grab application. upfront fare takes the additional distance driven for the extra stop into consideration. 2. 6. A multi-stop ride will only be counted as ONE trip towards the calculation of driver’s incentives. 5. Fare will be charged as shown in app even if passenger drop the additional stop booked. except the time taken for the passenger to be picked-up or dropped-off. There should be no wait time at the extra stop. Passenger would not be able to change or edit the extra stop via their app while in transit Passenger are not allowed to change the additional stop after he/she commence the journey. If the passenger requires additional waiting time.What you need to know about Multi-Stop Ride… 4. the passenger should end the trip and book another ride . driver will and final destination. Multi-Stop Ride | Flow Driver will see the After accepting the job. and the order show the locations of need to click on the driver will need to click on of the stops when the two stops relative ‘1st DROP-OFF’ the ‘2st DROP-OFF’ button being assigned the to passenger’s pickup button to complete the job job location 1 2 3 4 . Upon reaching the Upon reaching the second address of both driver’s in-app map will first stop. stops. What happens when you do the DONTs • Dangerous Driving (fast/using phone while driving/no seat belt) • Late for more than 20 minutes without notifying passenger • Rude towards passenger • Dirty. smelly & messy car • Requesting passenger to sit in front WARNING • Accept another job with passenger on board • 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 . What happens when you do the DONTs again • Accepted job and didn’t pick customer/No Show. 3 DAY • Drop passenger off halfway/at wrong destination SUSPENSION • Pick up another driver’s passenger • Verbally insult/ intimidate passenger • Do not honor promo code • Overcharging passenger • Follow the laws of JPJ & PDRM & SPAD . What happens when you do the DONTs again and again • Pick up other passengers along the way 5 DAY • Insisting passenger share ride with another SUSPENSION person/friend/family . .The DONTs • Previous 5-day suspension and / or • Gaming the system* • Harass/Assault/Stalk passenger • Using other GC driver’s account/license/car BANNED!!!!!! • Stealing Passenger’s Belonging • Fighting with other drivers in public • Threaten GrabCar employee/CS agent • Drunk Driving *Gaming (fraud) means manipulating the This guideline serves as a referrance system for personal profit. For more details and is subject to change by GrabCar on this.grabcar. please visit my.com/faq management without prior notice. ignore jobs. No regulars – Do not take in the same passenger more than 2 times in a week. accepted jobs & ask passenger to cancel 5. 2. Leaving vehicle to acquire booking 4. Staying Online hours but being inactive with below minimum balance. 3.GAMING 1. Do not press Pick Up* or Drop Off* if you didn’t do so. High Cancellation (Driver & Passenger) . .Grab Reminders 1. Grab will have a system to alert/inform drivers about their driving habits and things that drivers can do to improve it 2. Please do remember Grab takes SAFETY seriously and we are monitoring drivers to make sure everyone is safe on the road. You would receive an email to you on your driving behaviors and also statements from the passengers. Here. 2. you will see the Star Rating that passengers has rate you.1. . . These are statements from the passengers about your driving These are the findings we get from your phone Safety is something that we take seriously and we are looking at your driving pattern. com • Payment related: http://help.grabcar.com/signup (assault/injury/vandalism): 018-263 2340 • Incentives: https://www. • General support line (24-hrs): 1300 80 58 58 Sign up new referrals at • Security Emergency ONLY Hotline my.grabcar.com/faq admin.grab.grab.com/hc/ms • Watch video again @ grb.my@grabcar. Thank you.to/gcmy_video Please visit: https://www.com/my/blog/driver Frequently Asked Questions • Recruitment/activation/docs/upgrade: my.grab.com/my/blog/driver/grabmy-community-guidelines/ .