As usual, after i sent my wife to work, I click on the Grab driver app and login to the app to start driving. Suddenly i was greeted with this message and i realised something must be wrong!
Account suspended
I checked my phone and saw there was a SMS message sent to me which i have not read.
(Who uses SMS nowadays right!?)
SMS notification from Grab
Ahhh.. then i realised my account was suspended by Grab and i suspect it was due to the high cancellation rate because i tried to keep the AR up at 30% and above.
I called back to the SMS number and was told my account have been suspended but the person on the phone wouldn't tell me what exactly i have done wrong. He told me that i have to meet the Grab IO (Investigating Officer) to understand the situation more. I scheduled an appointment on the second day and went down the Midview City Grab Office to meet the Grab IO.
I was informed to proceed to Midview City, Block 18, #01-11. When i enter the unit, there was a security officer that asked for my NRIC and he asked me to wait while he went to photocopy my NRIC. I noticed there was a long list of drivers' name on a sheet of paper that had scheduled an appointment with the IO like me. I waited for about 15 minutes before it was my turn to meet the IO. The driver that met with the IO before me smiled at me when he passed me to leave the unit.
The security guard then led me to the room to meet the IO. There was 2 person in the room when i was there. One of them was the IO (male) and the other was a female but i don't know what she was doing there as she kept quiet for the entire process.
The IO and the lady greeted me politely and i greeted them them back then the IO started the interview process. Firstly, he informed me that i wasn't allowed to do video or audio recording during the process and requested me to show him my phone that i had no video or audio app running in the background. Although i could had rejected him but i accepted his request and showed him that i had no running apps in the background.
The IO then started asking me why i have a high cancellation rate (60%) and i explained to him that some job pings are too far and others require me to pay $3 ERP to complete a $6 job. Some riders had children below 1.35m and a few of them didn't show up. I also told him i don't like to accept Grabshare because of bad experience with Grabshare trips. Some other times is the destination is not where i want to go or i find the fares are too low etc. (cherry picking)
The entire process was civilized and well mannered. No shouting, no table banging whatsoever. It took about 20 minutes. I was giving a warning and 1 month account suspension. The IO then told me to login to the Grab driver app to withdraw the balance in my account. After i withdraw my balance, my account goes back to be suspended.
I was reminded that to i need to keep the AR (acceptance rate) above 30% and CR (cancellation rate) below 15%. The next time, i will be banned from their Grab platform.
Thoughts?
Not much. I respect Grab's policy requirement for AR and CR but i find them too harsh because i have to maintain the AR and CR even if i do not want to go for their incentives.
A fellow driver in our discord group had his account banned for having high cancellation rate.
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Thanks for reading. Safe driving!
