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Listen To Customers, Grab Enhances Security Features As GrabCar Plus Service Is Being Tested

After starting face-to-face dialogues with female consumers from various backgrounds and opening an official platform for the public to provide feedback, Grab Indonesia announced several service improvements. These improvements are made to enhance the comfort and safety of consumers, especially for four-wheeled transportation service users. In addition to tightening the selection of Driver Partners, various updates have also been made to features in the application, such as Trip Monitoring and Audio Protect. Still in the spirit of listening to consumer aspirations, Grab also launched two new innovations, namely the Family Account feature and the GrabCar Plus service.

"As part of a community that relies heavily on online taxi services, we understand that consumer safety and comfort are top priorities that cannot be compromised. We have listened directly and learned what the main priorities of consumers are for GrabCar services. We thank everyone who has participated in providing their time and thoughts for our service improvements," said Tyas Widyastuti, Director of Mobility & Logistics, Grab Indonesia.

Within a week, Grab Indonesia has received a lot of feedback, including regarding the recruitment of Driver Partners. In addition to tightening data verification to ensure that Partner identity data matches the data in the government system, Grab Indonesia also implements the obligation of face-to-face psychological tests. These two are additional general requirements that have been done such as the inclusion of a Police Record Certificate (SKCK).

"As a pioneer in the ride-hailing industry, Grab is gradually implementing face-to-face psychological tests for our Driver Partners. Not only that, we also collaborate with third parties who have official permits to validate and verify all Driver Partner identity documents, both those who will join and those who have already joined, in accordance with government population data."

Furthermore, there are several additional feature updates available in the GrabCar service, including:

Trip Monitoring

Grab is tightening the trip monitoring process to detect real-time trips and minimize the possibility of unwanted actions with manual intervention. Manual intervention is proactive, where the Grab Support team will contact passengers and drivers if there are deviations from the route or unusual stops at certain times, especially if they do not respond to notifications in the Grab app.

Audio Protect

The feature of audio recording with passenger consent is only owned by Grab in the ride-hailing industry. Audio recording will be automatically done since the Driver Partner receives a booking from a passenger who has given consent. In addition, consumers who have given their consent can access Audio Protect through the Safety Center, making recording settings easier.

Emergency Button

By the end of 2024, Grab will relocate the Emergency Button location in the passenger app to make it more visible and easily accessible in case of an emergency.

Family Account

With a more dominant percentage of female users in Grab, one of the feedback received is from mothers who want automatic notifications if a family member is using Grab's transportation services. In response to this need, Grab has also launched the Family Account feature. If the admin has added family members to the Family Account, they will receive automatic notifications and the ability to see the car's position in real-time when they travel with Grab.

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Tag: Driver Partners Grab Indonesia GrabCar Plus Tyas Widyastuti