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Did you know that 99.9% of Grab rides and deliveries were completed without safety incidents last year? As reflected in the Group’s 2024 ESG Report, such a remarkable achievement speaks volumes about the platform’s continuous investment in safety design through robust technology and processes over the years.

Safety commitment at its core

Safety has always been at the heart of Grab’s ecosystem since day one. Founded on a vision to make transportation safer and more reliable for everyone, Grab’s commitment to safety extends far beyond rides – encompassing deliveries, payments and countless daily interactions between customers and partners across the platform – thanks to the thoughtfulness of Grab’s super app that serves millions of members, including Sabahans.

Growing from strength to strength, Grab continues to advance through purpose-driven innovations, trusted partnerships, and economic opportunities that uplift communities, all while keeping safety at its core.

“For Grab, safety tops our agenda. We never treat it as a completed task. It is an ongoing effort to protect our passengers, drivers and delivery partners at every step of their journey – before, during, and even after a trip ends,” affirmed Naomi Sundrasaykarum, Head of Regional Platform Safety, Grab.

“As a super app serving the masses, we recognise the interconnected nature of our services and the critical implications of safety and security to every user, and the community we serve. Therefore, we will continue to innovate and introduce advanced safety features on our platform, covering every aspect of the journey, from start to finish,” she added, highlighting that proactive safety measures are crucial for every trip.

“Safety is not an afterthought but a fundamental part built into our platform. Through technology-driven and user-centric measures, Grab is able to prevent, minimise and swiftly respond to safety risks, thus allowing us to maintain high safety standards at all times,” she emphasised.

Safety begins even before the journey

Every Grab journey, either a ride or a delivery, is safeguarded from the moment the booking is being initiated on the app. With safety concerns in mind, the platform embeds precautionary and preventive measures throughout its end-to-end processes to protect the well-being of everyone.

These include the following requirements:

• Customised onboarding training programmes – All driver- and delivery-partners need to equip themselves with essential knowledge through role-specific training programmes to operate safely, confidently, and effectively in different environments, whether driving passengers, delivering meals, or handling parcels.
• Stringent screening process – Prospective driver-partners are subject to background checks, driving behaviour assessments, and health evaluations before being accepted.
• AI-powered facial verification – Prior to using the app, driver-partners and passengers must submit a live selfie for identity verification by machine learning models to detect authenticity via movements and lighting.
• Number masking – A temporary, random set of digits is displayed to protect the privacy of both parties instead of actual phone numbers.
• Women Passengers Preferred BETA – Lets female driver-partners opt in to pick up women passengers only, preferred by 50% of them since launch.

Protection during the trip

Grab believes that once a trip begins, no one should ever feel alone. Therefore, a suite of in-app features comes in handy to provide real-time transparency, support, and protection.

The following features are included to ensure peace of mind:

• Share My Ride – Lets users share real-time trip details including routes, pick-up/ drop-off points, driver info, and estimated time of arrival, with contacts via SMS or chat apps.
• Emergency SOS Button – A one-tap 24/7 safety centre for driver-partners and passengers to access emergency help, report safety issues, and share ride details to track their whereabouts.
• AudioProtect – A system of opt-in encrypted in-ride audio recordings (accessible only if a safety incident is reported) to speed up investigation if issues arise; since the rollout, covered rides rose 2.4x and in-person safety incidents dropped by 24.5%; in Malaysia, this feature is now mandatory for nighttime rides (10pm – 6am).
• Trip monitoring technology – Makes use of GPS, traffic data, telematics, and map intelligence to detect anomalies like unplanned stops, route deviations or collisions, which helps identify potential safety incidents in real time.
• Content moderation – AI-powered moderation has helped detect and block 50% more sexually inappropriate messages on the platform.

Support beyond ride and delivery

Grab’s safety commitment continues even after passengers reach their destinations or deliveries are completed.

The platform is enhanced with the following tools to work behind the scenes:

• Telematics solution – Using smartphone sensors, Grab detects speeding, hard braking, and sharp turns to provide driver-partners with personalised safety insights such as Fatigue Nudge that alerts drivers who exceed recommended driving hours, prompting rest breaks, and Driving Safety Report that highlights unsafe driving events in the exact locations they occur for future improvement.
• Post-trip feedback – Passengers are prompted to rate and share feedback after every trip or delivery, helping partners continuously improve their service.
• 24/7 incident response team – A dedicated team provides round-the-clock support for safety incidents.

Additional well-being support for partners

In addition to promoting safer behaviour, the GrabBenefits programme empowers partners with safety training to safeguard their well-being, based on the following three pillars:

• Protection – Free Group Personal Accident Insurance via GrabInsure to cover on-the-job incidents, plus full subsidy for active partners through PERKESO’s SKSPS contributions.
• Savings – Discounts on fuel and vehicle maintenance, plus complimentary meals and merchandise.
• Education – GrabAcademy offers partners exclusive upskilling, reskilling, and safety training, including Driver & Passenger Safety, Road Safety, and Harassment Avoidance tips.

Policies and practices that put people first

At Grab, safety is more than a checklist. It’s a culture driven by clear policies, regular training, and everyday diligence that support its partners on and off the road.

“We are constantly raising the safety standards for our drivers- and delivery-partners. Through technology, training, or smarter processes, our goal is to equip them with the necessary tools and support they need to work confidently and safely every day,” pledged Naomi, referring to Grab's unwavering commitment to building a safe platform for everyone, in every aspect.

“We maintain a strict zero-tolerance policy towards any violations of our Code of Conduct, because creating a safe environment requires accountability from everyone on the platform,” she emphasised.

Learn more about Grab’s safety policies at: https://www.grab.com/my/about/trust-and-safety/