Customer service

We expect our driver-partners to provide a high standard of service to their customers to ensure the best user experience on our platform. Treat your customers with courtesy, and do your best to assist your customer and their reasonable requests so as to provide the best ride experience for them. If your customer requests for you to take a specific route, you can choose to accept or reject such requests. If you disagree with the customer’s preferred route, you must follow the GPS route. If your physical ability permits, assist passengers with boarding and alighting from your vehicle if they are physically handicapped; and with loading and unloading any bulky items from your vehicle (such as any luggage or wheelchair). You are encouraged to accept bookings from passengers who require the aid of a guide dog.

Customers with pets

All customers with pets have been advised to include this detail in their booking notes while booking a ride. The customer has also been advised to text or call the driver to inform them that they have a pet. You can choose to accept the ride or to cancel if you are not comfortable with taking passengers with pets.

Comfort and cleanliness

You should maintain the cleanliness of your vehicle so that you can provide your customers with a comfortable ride. Drivers are strictly prohibited from smoking in their vehicles.

You should check accessories (e.g. air-con, seat belts and child seats) regularly to ensure that they are in proper repair or good order, and send them for repairs as soon as possible.

Minimum average rating

To preserve quality user experience on the Gojek platform, driver-partners are required to maintain a minimum average rating to continue using the platform. If your rating is approaching this limit, you will be notified. If the rating continues to be below the minimum after multiple notifications, your account may be suspended. Your account may be reactivated again after you have taken the necessary steps to improve your rating. 

Accepting and rejecting orders 

Be sure to go online only when you’re ready to accept orders. While drivers are free to accept or reject orders at any time, excessive cancellation or ignoring orders negatively impacts the user experience on the Gojek platform, and may result in temporary suspension of your account.

Picking up and dropping off

You must allow your passengers to board and alight from your vehicle at a safe and authorized location. Never terminate the trip or require passengers to leave the vehicle before they are conveyed to the destination without reasonable excuse.

No third parties in vehicle

Apart from passengers and their pets, you should never have another person or your own pet in your vehicle while completing orders on the Gojek platform.

Attire

Dress professionally and in a manner that is safe and comfortable for driving. As a general rule of thumb, you should have on a collared top, long pants, and covered shoes.

No solicitation

Soliciting passengers to make personal or extra booking arrangements is strictly prohibited. This deprives them and other Gojek customers of being assigned a vehicle in the most efficient way.

Harassment

Gojek does not condone any form of conduct – be it physical, verbal or even virtual (i.e. online) – that is insulting, intimidating, or harassing. Be mindful of your passengers’ personal space and refrain from asking passengers overly personal questions or commenting on their appearance. Do not contact any customers after the trip for any personal reasons. Any incidents of alleged sexual offences will be reported to the relevant authorities.

Non-discrimination

Gojek does not condone any form of discrimination towards riders or driver-partners. You may not refuse to provide services to a customer on the basis of gender, race, religion, nationality, disability, or age; or make any discriminatory or insulting comments to any passengers.

Conflict management

In the event of a conflict with a customer, do not escalate any tension. Do not engage in aggressive and violent behaviour or speech at any point in time with a customer. This includes verbal disputes, the use of vulgar language, physical altercations, threats and harassment, whether or not the trip is ongoing or has ended. If you encounter an issue with a particular trip or customer, report it to our support team at drivercare.sg@gojek.com or through our in-app help centre. We will assist you to deal with the conflict and take appropriate action to resolve the issue. In the event of an emergency, please contact the police or SCDF at 999 or 995. Do not take unauthorized photographs or videos of your customer (even during any dispute) and share such material on social media channels (e.g. Facebook) and messaging platforms (e.g. WhatsApp or Telegram).

Commitment to improvement

We expect all our driver-partners to be committed to improving service quality and to be open to all forms of feedback. You should review and familiarize yourself with the features of the Gojek app and our driver-partner training resources on Gojek’s website, emails, Telegram, and other channels, as well as keep up to date with any changes thereto, in order to continue providing top-quality service to your customers.