Where can I pick my customers up or drop them off in the airport?
Avoid any pickups in taxi holding areas or stands – pick your customers up at these arrival doors instead:
You may drop off customers at the departure halls, as per usual. And don’t forget: waiting is not allowed.
Does GoCar currently offer trips for families with children?
If your customer books the wrong service type (e.g GoCar) and neither of you have a booster seat, please do NOT carry on with the order. Instead, please ask your customer to book another trip on GoCar Kids (4-7 years) and GoCar XL Kids (4-7 years).
Does GoCar have a service for pets?
We currently do not have a separate service for customers traveling with pets, but they're advised to ask you via in-app chat or phone call. If you aren’t comfortable with it, do politely advise them to cancel.
Otherwise, feel free to request a system cancellation so that your performance won't be affected, and we’ll match you with the next nearest rider.
Can customers make a multi-destination booking with GoCar?
Good news! As of 20 July 2020, customers may make up to 3 stops for every trip with Gojek. Fares will be adjusted based on the total distance travelled + surcharge of $4 per stop (subject to 15% service fee).
Note that each trip – no matter the number of stops – still counts as one order.
For more information, click here.
What is GoTaxi?
GoTaxi is a service that matches customers with the nearest available taxi. All taxis and driver-partners on the Gojek platform are commercially licenced.
How much does a GoTaxi ride cost?
GoTaxi charges customers a S$0.70 platform fee on top of what is priced according to your taxi company’s meter, which includes the following fares:
Flagdown fare | S$3.20–S$3.90 |
Booking fee | S$2.30–S$2.50 (Non-peak) S$3.50–S$4.50 (Peak) |
Trip fare / distance | S$0.22–S$0.25 for every 400M–10KM S$0.22–S$0.25 for every 350M after 10KM |
Time | S$0.22–S$0.25 for every 45s of waiting / idle time or less |
These metered fares are also subject to peak / night-time / location surcharges and ERP.
If the metered fare is S$10, your customer will pay a total of S$10.70.
For more on taxi fares, click here.
Does the metered fare include ERP?
Yes. The final fare as seen on your meter includes ERP and other surcharges – this is the only amount you’ll need to enter into the app at the end of the trip.
Are there additional fees I have to pay for GoTaxi trips?
GoTaxi trips are subject to a service fee of S$0.60 and a platform fee of S$0.70.
The service fee is what Gojek charges for use of the app. This will be deducted from your Earnings Wallet. Until 1 August 2021, this service fee will be waived for GoTaxi trips!
The platform fee is charged to customers and will be automatically included.
You will not need to include the service or platform fee when entering the metered fare into the app. Simply enter the final amount shown on your meter, as this amount is inclusive of all additional charges including ERP and tolls.
Am I eligible for cancellation fees for GoTaxi trips?
Definitely. The cancellation fees are applicable to all GoCar and Gojek trips to ensure that you’re well-compensated for your efforts.
How do I know if I am driving on a GoTaxi trip?
The logo on the top left of the screen when you receive your order will show “GoTaxi” instead of “GoCar”. Not to worry, we’ll also remind you to turn your meter on.
Can I opt out of GoCar or GoTaxi trips?
You can opt to toggle out either GoCar or GoTaxi trips.
What is Gojek's service fee?
Gojek charges a service fee of $0.60 per GoTaxi trip and a 15% service fee applies to each GoCar trip.
I would like to request a cancellation fee.
You will receive a $4 cancellation fee automatically if the customer cancels after 4 minutes when you’re matched to them, or you cancel more than 4 minutes after swiping ‘I have arrived’. You will also receive a cancellation fee if the customer cancels as soon as you arrive. The $4 cancellation fee will be credited immediately to your driver wallet if you meet the eligibility.
I would like to request a cleaning fee.
If a customer has made a mess in your vehicle, please let us know via drivercare.sg@gojek.com or via in-app help and include the following details:
Our GoTroops will investigate the issue and get back to you as soon as possible.
How are trip fares determined?
Fares on GoCar are based on various factors, such as trip distances, time of day, and location. These fares are also subject to dynamic pricing, thereby ensuring your earnings remain attractive.
What is dynamic pricing?
Dynamic pricing happens when demand for rides exceeds the number of vehicles available on the road – a multiplier is then added to the normal fares. For example, a trip during morning rush hours towards the CBD could cost 2x the amount at other hours.
This ensures that rides are available for customers whenever and wherever they need it, and you get compensated for trips that require more effort to complete!
Are ERP charges included in GoCar fares?
No, they are not. At the end of the order, enter the correct ERP charges incurred into the app before swiping the End trip button on your app.
I forgot to add ERP charges into the fares.
File a claim for your ERP charges by following these steps: tap on the Earnings icon in your app > Order History > choose the relevant trip > Need Help > I faced an issue with the trip / customer > Fares & Charges > I want to make a claim for ERP.
Do I get incentives when I drive with Gojek?
Yes! Please refer to the Incentives tab in the Earnings icon on your Gojek app to view the incentives for the day. Incentives promotions are subjected to changes and may differ from driver-partner to driver-partner.
I think my fares were miscalculated.
If you feel that there was an error in calculating your fares, let us know by tapping on Earnings icon > Order History > choosing the relevant trip > Need Help > I faced an issue with the trip / customer > Fares & Charges > I want to request for a fare recalculation.
Does Gojek charge a platform fee?
The platform fee is a flat fee of $0.70 automatically applied onto every trip, including GoTaxi. Customers will pay this fee on top of their fares and ERP charges (when applicable).
For more information, click here.
Where can I get help?
Please visit Gojek GoHub, our new in-person support centre at 38 Sin Ming Lane, Mon–Fri: 10AM–12PM & 1PM–6PM. GoHub is closed on Saturdays and Sundays until further notice.
Click here to make an appointment to register for Gojek, or here to make an appointment at GoHub.
If you already have an active account, you can also write in through in-app Help. Alternatively, you can write in to drivercare.sg@gojek.com.
What do I do when a customer has left something in my car?
Gojek support team or your customer may also reach out to you via:
If your customer reached out to you about a lost item, you may arrange a time and place to return the item(s) at your convenience.
Here’s how you can reach a customer if you’ve found their item(s):
This chat function is only available for 2 hours after a trip is completed, if you require more time, you can exchange contact details. If the customer has not replied by then, you may return the lost item(s) to GoHub.
*Post-trip chat is not available for drivers using GoPartner on iOS / iPhone.
If you’ve found an illegal item among the belongings:
List of item(s) that requires you to return to the police includes but not limited to:
Need help? Here's how you can write to us:
A member of our GoTroop team will get back to you as soon as possible!
I had an issue with my customer.
To report any difficulty faced on the trip with a customer, please follow these steps: tap on your profile picture in the app > Order History > choose the relevant trip > Help > I had an issue with my customer > fill in the details and submit!
I am facing an issue with my app.
If your Partner App isn’t working, try the following troubleshooting steps:
Tap on your profile picture in the app > Settings > Apps > GoPartner App > Storage > Clear cache.
If the issue persists, let us know and we’ll help you out – click here to contact us via in-app Help.
*Only accessible for viewing on phone/tablet.
I have been receiving fewer order requests.
If you think you have been receiving fewer pings, please let us know by reaching out to us via in-app Help.
I want to report an error in the pick-up/ drop-off point.
We’re working hard to improve our map and location accuracy, and we’re really sorry for any inconvenience.
Meanwhile, if you’ve found an error in the pick-up or drop-off points, here’s how you can report to us:
I was in an accident and there are injured parties.
I was in an accident but no one was injured.
Can my customer see my phone number?
The Gojek app is equipped with a privacy feature called number masking – any calls you make through our platform will be disguised with a placeholder number, so your privacy is ensured.
I want to report misuse of the Gojek app.
Gojek has been taking – and will take – swift action against users who are using modified versions of our app. These modified apps do not deliver on their claims and pose a security risk to users.
If you suspect that someone is using a modified app, please click here to contact us via in-app Help.
*Only accessible for viewing on phone/tablet.
What are the requirements to join as a driver-partner on Gojek?
How do I get started?
Sign up for a Gojek Driver-partner account here.
Download the GoPartner app and upload your documents for review
You're ready to drive!
What documents will I need to upload?
Please prepare all the documents here to get your account activated:
For more details, click here.
Can I share my Gojek account with others?
No, each Gojek driver-partner must have their own account.
What can I drive with on Gojek?
Vehicles used on the Gojek platform have to fulfill these requirements:
How do I update or add a new vehicle?
To update your vehicle details, log on to in-app help, tap on your profile picture, click on Settings > Edit vehicle > Edit vehicle > Add vehicle.
Make sure to have these documents and information ready:
For more information, click here.
How do I update my contact details?
Email us at drivercare.sg@go-jek.com for any changes in contact details, profile image, and name.
If you would like to update just your phone number, please follow these steps: tap on your profile picture > Settings > Edit Phone Number > YES, I’M SURE > key in your new phone number > SAVE.
How do I sign in to my account on a new device?
If you are switching to a new device, please follow the steps below to log in to your Gojek account: on your old device, tap on your profile picture > SIGN OUT > while back on the log-in page, tap on LOG IN FROM ANOTHER DEVICE. Then, on your new device, log in with your phone number as registered with Gojek.
Can I drive with other ride-sharing apps even when I am registered with Gojek?
Yes! You are free to drive with other apps. With our achievable incentive targets, you get to choose however much you want to drive and earn.
I was suspended due to expired documents.
To upload renewed documents for account reinstatement, please fill up and submit this form.
I was suspended due to inactivity.
Your Gojek driver-partner account may have been deactivated due to prolonged inactivity, which will cause issues with withdrawals from your Earnings Wallet.
If you would like to reactivate your account or require assistance with withdrawal, please follow these steps: on the app, tap on your profile picture > Help > Account > My account was deactivated due to inactivity > fill up the form > submit.
I want to appeal my suspension.
Please follow these steps: on the app, tap on your profile picture > Help > Account > I want to appeal my suspension > fill up the form > submit.
I want to deactivate my Gojek account.
We’re sorry to see you go! Please follow these steps: on the app, tap on your profile picture > Help > Account > I want to deactivate my Gojek account > select your reason for deactivating > submit.
How do I apply for an In-Vehicle Recording Device (IVRD)?
Step 1: Get approval from LTA
Interested driver-partners who wish to apply to install the in-vehicle recording device are encouraged to email LTA at: LTA_TVLS_PHC@lta.gov.sg
Step 2: Contact an LTA-authorized installation center
Upon approval, contact an LTA-authorized installation center, and make an appointment to get your IVRD installed in your vehicle. Note that installations can only be carried out at LTA-authorized installation centers, and only upon approval by LTA.
Step 3: Let Gojek know
Submit your vehicle details along with a copy of your approval letter from LTA here. Once we have verified this information, you will receive a confirmation SMS. In the meantime, please make sure that your IVRD is not yet in use.
We will then inform your passengers of the IVRD in your vehicle via automated messaging before every pick-up.
What happens if I already have an existing IVRD (installed prior to 15 July 2019)?
If you have an outward-facing IVRD, you will have to disable the audio-recording function in order to follow LTA’s regulations.
If you currently have any unauthorized inward-facing IVRDs, you will need to remove them, then apply for an authorized IVRD.
Note that you will not be able to use any other device (e.g. mobile phones, digital cameras) to record inward-facing audio or video footage.
What are the LTA-approved centers for installing IVRD?
|
Company |
Address* |
Contact |
Operating hours |
|
i Vision Pte Ltd |
No. 3 Pemimpin Drive #04-02, Lip Hing Industrial Building S(576147) |
6258 9980 |
Mon–Fri: 9AM–6PM Sat: 9AM–1PM |
|
Solo Pte Ltd |
24 Boon Lay Way #01-70, Tradehub 21 S(609969) |
6515 8803 Email: IVRD@solo.com.sg |
Mon–Sat: 9AM to 6PM |
|
SSTA Technology Development Pte Ltd |
63 Hillview Avenue #10-23 Lam Soon Industrial Building S(669569) |
6219 9883 |
Mon–Fri: 9AM–6PM Sat: 9AM–1PM |
*Please contact the respective companies for their installation addresses. Above addresses are their current office address.
What if my customer doesn’t want to be recorded?
We’ll let your customers know via automated messaging the minute you are matched. If they are uncomfortable with this, they will be able to cancel before pick-up.
I have already informed Gojek regarding my IVRD, but I have not received any confirmation SMS.
Gojek will process applications every Monday and Thursday by 8PM, in which we will update our systems to ensure that your customers are notified of the IVRD in your vehicle.
Because of LTA regulations, you will not be able to accept new bookings until Gojek sends you a confirmation SMS. Your driver account and/or certain functions may be temporarily suspended in the meantime – please stay patient!
How long are the recordings stored?
IVRD recordings are kept for a maximum of seven days in order to reduce the risk of misuse of the recordings.
How can I request for the IVRD recording in case of disputes with my customers?
Both drivers and customers are encouraged to lodge a report to us as soon as possible, as well as to relevant authorities: Singapore Police Force (SPF) and/or Land Transport Authority (LTA). Only these authorities are allowed access to these recordings.
If required for investigation, Gojek may also request for these recordings.
I would like to remove my IVRD.
If you would like to remove your IVRD, please fill up the following form: gjk.sg/updatedoc
How and when will I get my earnings?
Your earnings will be immediately credited into the Earnings Wallet after you complete an order.
You can withdraw your earnings into your bank account at any time, with no limit on how many times you wish to withdraw – note that the minimum withdrawal per transaction is $50.
What are Gojek’s incentives?
Different drivers are eligible for different incentives schemes that are tailored to suit driving patterns and customer demands. Incentives can come in the form of service fee rebates or monetary rewards, depending on the schemes that apply to you – remember to check your app for your incentive scheme. For more information, please refer here.
What is performance?
Similar to the acceptance and cancellation rate requirements, the performance serves as a quality checkpoint and requirement to your incentives. The performance is:
Total trips completed
Total trips received - total customer-cancelled trips
To track this, go to the Performance tab on your GoPartner app. You will not be penalised for any trips voluntarily cancelled by the customer
Can I use my Earnings Wallet to make transactions?
The Earnings Wallet does not support any service other than withdrawals at the moment.
Where do I check my incentives?
You can find your incentives under the Earnings icon in your GoPartner app.
When will I receive my earnings in my bank account after withdrawal?
It may take up to a few minutes for the funds to reach your bank account after you make a withdrawal.
How do I update my banking details?
Please visit gjk.sg/updatedoc and with the following details prepared:
When will I get my incentives?
Payouts will be made to your Earnings Wallet within one hour of achieving each tier.
When will I receive my payment statement?
You should receive a copy of your payment statement every Wednesday. Please note that some of the more recent payment statements may take time to reach you.
I would like to request for a payment statement.
If you would like to request for weekly or annual income statements, here's how:
Do I get more for further pick-ups?
Yes – if you received the trip with autobid turned on, you will receive a $3 for pick-ups further than 3KM away. This will be given to you immediately once your order is completed.
For more information, click here.
I have enquiries about my incentives.
If you have any incentive-related issue or enquiry, please click here to contact us via in-app Help.
*Only accessible for viewing on phone/tablet.
Is the 22% fuel discount an upfront discount?
Yes – you will immediately receive 22% off your petrol with your Gojek Esso Fuel Card when you use it at Esso stations islandwide.
How about the additional fuel rebates from Gojek?
Additional fuel rebates from Gojek will be accumulated weekly, then processed every two weeks. This will be processed and paid out within 14 working days after the end of each two-week period. For example, weekly rebates earned from 1 - 14 August 2022 will be paid out by 1 September 2022.
How much more discounts for fuel am I entitled to?
Your weekly additional fuel rebates from Gojek will be dependent on your GoalBetter tier and trips completed weekly. Click here for more.
How do I sign up or get my Gojek Esso Fuel Card?
Eligible driver-partners for the GoalBetter program will receive their Gojek Esso Fuel card in the mail. If you haven’t received it or want to ask for a replacement card, please contact Abecha at +65 6333 1188, or drop them an email at custcare_bc@abecha.com
I already have an existing Smiles Private Hire card. Which card should I use?
Please use the Gojek Esso Fuel Card – this is the only way to receive additional Gojek fuel rebates! If you have not received yours, please contact Abecha at +65 6333 1188, or drop them an email at custcare_bc@abecha.com.
Help! I’ve lost the enclosed Gojek Esso Fuel Card.
Please contact Abecha Pte Ltd by clicking here or drop an email to custcare_bc@abecha.com for a replacement card.
(FLEP) How much does FLEP coverage cost?
Driver-partners on Pro and Elite tiers don’t have to pay anything to enjoy this coverage – premiums will be fully paid for by Gojek, and you’ll receive your insurance documents automatically from Gigacover! Driver-partners on Classic and Premium GoalBetter tiers will be able to purchase this policy at highly subsidized rates.
(FLEP) When can I make a claim?
The earlier, the better – make a claim as soon as you receive your MC, and no later than 30 days from it.
(FLEP) Can I submit multiple MCs?
Yes, you can! MCs from the same hospital, polyclinic, or GP can be submitted sequentially and will be treated as one extended medical leave, as long as they are all for the same condition and there are no days not covered in between MCs.
(FLEP) Can I claim my medical bills?
No, you cannot. FLEP simply covers your loss of earnings with a payout of up to $80/day.
(FLEP) Are there exceptions to what can be claimed?
FLEP covers you if you have a valid MC caused by an illness, accident at work, accident outside of work, and necessary medical procedures. Some exclusions do apply, including hospitalisation or medical leave caused by:
(FLEP) Where will I receive the payout?
Gigacover will automatically attempt to complete your payouts via PayNow. If you do not have a bank account tied to PayNow, Gigacover will contact you to collect your bank details.
(FLEP) Who is the insurer for Gigacover’s FLEP?
The insurer for FLEP is Etiqa Insurance Pte Ltd, a fully regulated and authorised insurer, regulated by the Monetary Authority of Singapore (MAS). Etiqa Insurance is part of Maybank Group.
(FLEP) I have more questions. Who do I go to for help?
Drop an email at hey@gigacover.com
(On-trip insurance) Is there a deadline for a claim submission?
Claims related to an accident whilst on a trip should be submitted through email no later than 30 days after the accident.
(On-trip insurance) How long does it take to process the claim?
pon submission, your claim will be reviewed by AIG. If you submitted all the required information / documents and your claim has been approved by AIG, you will be reimbursed within the following estimated timelines:
(On-trip insurance) How do I know the status of my claim submission?
All details will be included in the email reply from AIG, so make sure to check your email inbox regularly. Alternatively, you may email Claims.SGGojek@marsh.com to enquire on the status of your claim submission.
Note that all claims are reviewed based on Policy Terms and Conditions. Please refer to the policy schedule and policy wording for full benefits, terms and conditions.
(Gigacover Essentials) How do I log in on the Gigacover web portal?
You’ll receive log-in details via email upon successful sign-up with Gojek. Make sure to check the email you’ve used to register to drive. On the Gigacover website, click on Sign Up / Login on the top-right corner.
If you need help, you can drop Gigacover an email at hey@gigacover.com
(Gigacover Essentials) How can I purchase a Gigacover Essentials plan?
Good news – all driver-partners regardless of GoalBetter tiers get to enjoy health benefits under Gigacover Essentials for free! For more information, visit Gigacover here
(Gigacover Essentials) What critical illnesses are covered under Gigacover Essentials?
The full list of critical illnesses as defined by Life Insurance Association of Singapore – as well as all exclusions – can be seen here
(Gigacover Essentials) What are the exclusions for critical illness coverage?
Exclusions include:
(Gigacover Essentials) I’m still having trouble adding my dependents / logging in.
Visit Gigacover’s step-by-step guide to adding dependents here. If you need more help, drop them an email at hey@gigacover.com
(Gigacover Essentials) Can my dependents visit the clinic without me?
Yes – all they would need is the Gigacover app on their phone. You’ll have to create an account for them and ensure that your eCard is activated. For more information, click here
What is Gojek’s code of conduct?
This Code of Conduct is a set of guidelines and standards that we hold our independent driver-partners accountable to, and which form part of the Policies referred to in the Driver Services Agreement. This helps us create an enjoyable and safe environment for everyone on our platform as well as to prevent abuse of our system. Gojek will not tolerate any breach of this code of conduct – any violation may result in the suspension or termination of your driver-partner account.
Legal & regulatory compliance
Compliance with laws and road traffic rules
We require our driver-partners to comply with all applicable laws and regulations, including laws and regulations in relation to the provision of your transportation services. Familiarize yourself with the road traffic rules and the rules applicable to your vocational licence and use best efforts to avoid accumulating demerit points. You must also cooperate with all public officers in any examination or investigation in their official capacity.
Your licences
You may only provide transportation services on our platform if you have a valid driver's and vocational licence. You must carry with you your driver's and vocational licence at all times while driving on our platform, and never allow any other person to use or have in their possession your driver’s or vocational licence. If your driver's licence or vocational licence is suspended or cancelled, you must surrender your licence to the LTA and cease driving on our platform.
Your vehicle
You may only use a vehicle that you have registered with Gojek to provide transportation services over our platform, and must at all times maintain a valid policy of liability insurance (Z10/Z11) and road tax for such vehicle.
PHV decal
Ensure that a valid PHV decal issued for your vehicle is properly affixed and displayed on your vehicle permanently (even when you are not providing ride-hailing services); and as long as your vehicle is registered as a chauffeured private hire car. Do not deface, obscure, cover, alter, or remove your decal, or affix or display the decal on another vehicle. If your decal is not properly affixed or shows any sign of being discoloured, faded or has become illegible, you must cease driving on our platform and arrange to replace it at an authorized inspection centre within 3 calendar days.
No plying for hire
It is strictly prohibited for PDVL drivers – or any driver not driving a taxi – to ply for hire.
Safety
Vehicle maintenance
Maintain your vehicle regularly to meet roadworthiness, emission, and other industry safety standards, as well as any regulatory requirements. You must also ensure that your vehicle undergoes annual vehicle inspections in accordance with LTA's requirements.
Vehicle plate numbers
For the safety of your passengers, ensure that your vehicle plate numbers are correctly reflected on the Gojek Partner app. If you are changing your vehicle, you must submit a vehicle change request to us via the in-app Settings page, using the ‘Edit Vehicle’ function. You may only use the new vehicle to complete orders over our platform after the request is approved.
Road safety
Do not endanger the lives of our customers and other road users by driving recklessly or dangerously. You must abide by traffic signals, speed limits, and all other road traffic rules. Ensure that all passengers fasten their seatbelts during the trip.
Use of alcohol or drugs
Gojek does not condone the use of alcohol or drugs by driver-partners using the Gojek app. Any driver-partner reported to be driving under the influence of drugs or alcohol while completing an order will be suspended pending investigation.
Health and wellness
Monitor your physical and mental health – do not drive if you are feeling unwell or under medication. Do also take regular breaks to prevent fatigue on the road.
Customer service & professionalism
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.
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.
Reporting of incidents and accidents
If you are involved in any safety incident, traffic accident, or other situations involving allegations of criminal offences or behaviour, or customer disputes while completing an order, report this to us as soon as possible and in any event, within 90 minutes of occurrence, via the in-app Help Centre. However, always seek help first by calling the police (999) and/or the SCDF (995) where any criminal activity or medical or other emergency is involved.
If you are involved in a road traffic accident, please follow the following steps:
Lost and found
If you discover an item in your vehicle left behind by one of your customers, please report this to us immediately via the in-app Help Centre. Customers will have a 12-hour period from the end of each trip to contact driver-partners via a masked number to arrange for a suitable time and place for the return of lost-and-found items. If the customer consents, you may return the item to the customer directly, or leave it with our support team at GoHub. If you do not hear from any customer after 12 hours from an item being left in your vehicle, you may leave the lost item with our support team at GoHub. Please refer to this post for more details on our lost-and-found process.
Data privacy
Compliance with data protection requirements
Gojek takes the privacy of users on our platform very seriously, and you are expected to do the same. Please comply with your obligations under the Personal Data Protection Act (PDPA) and any other LTA requirements concerning customer data you receive while driving with us.
Unauthorized processing of customer data
We share certain personal data about your customer with you (e.g. username, photo, pick-up and drop-off location) for the purposes of completing an order. Do not collect any other customer data (including by taking photographs or videos of customers) without their consent; or retain, use, or share any customer data for any purposes other than for the purposes of each order, including by saving or taking a screenshot of the customer’s details, contacting the customer after a completed/cancelled trip (except in relation to lost-and-found items), or sharing the customer’s details on social media channels (e.g. Facebook) or other messaging platforms (e.g. WhatsApp or Telegram).
In-vehicle recordings
We do not require you to install or use any inward-facing audio and/or video recording devices in your vehicle. If you wish to do so, you must do this in accordance with the PDPA and the LTA's requirements. More information on LTA's requirements for the installation and use of such devices is available here. You may not use any unauthorized recording devices such as mobile phones to make any unauthorised audio and/or visual recording within your vehicle. If your vehicle has an inward-facing IVRD installed you must display signs or decals to notify passengers of the installed device, and you may only disclose any footage to the LTA or other data controllers authorized by LTA.
Responsible usage of platform
Abuse and fraud
Any abuse of the Gojek platform or use of the Gojek platform to engage in any fraudulent, misleading, dishonest, or illegal activity will not be tolerated. This includes, without limitation: collusion with customers; dodging of service and platform fees; fare and incentive cheating; making and/or receiving fake orders; addition of unofficial charges to a fare; inducing customers to cancel an order; and deliberately misrepresenting your location to customers. Accounts suspected to be involved in fraudulent activity or misuse of the Gojek app will be suspended or deactivated.
Mod apps
The use of modified versions of the Gojek app (“mod apps”) is in violation of our Driver Services Agreement, and compromises the safety of both customers as well as driver-partners. A driver-partner suspected of using such mod apps will be suspended immediately.
Suspension of transactions and withholding payments
In addition to suspending or deactivating your account, Gojek may also suspend the processing of any transactions and/or withhold the balance in your Driver Earnings Wallet (including any incentive payments), if it is believed that the amounts involve or are derived from made are fraudulent, illegal, or criminal activity.
Treatment of Gojek personnel
All Gojek personnel are entitled to a safe working environment. We are committed to providing our driver-partners with the best customer service. We ask that you treat us with the same level of respect. We take a serious view of any physical or verbal abuse, property damage, or other nuisance, threatening or harassing behaviour towards our personnel, both within and outside of our premises (including, without limitation, unauthorized photos or videos of our personnel, and harassment or attacks on personal social media pages), and will not hesitate to report any offences committed against Gojek and/or Gojek's personnel to the relevant authorities.
(HAO stores) Can I get the 5% discount at all HAO stores?
Yes, the discount is available across all 50 HAO stores islandwide, including HAO Megamart and HAO Marts. Click here to find the store nearest to you
(HAO stores) Can I use the discount for all items in the store
The discount is available on all items except for any tobacco, newspaper, or promotional products. Be sure to ask the cashier before paying.
(HAO stores) Is the discount only applicable for certain payment methods?
Not to worry – the discount is valid for all payment methods.
(HAO stores) When will the discount expire?
The discount is valid until 31 December 2023, but may be extended.
(Car washes) How can I redeem $3 off my next car wash?
As long as you’re a registered active Gojek driver-partner with a Gojek decal on your car, you’ll get the discount.
(Car washes) Does the discount apply to all car washes?
No. You’ll only get $3 off for external car washes.
(Car washes) Is the offer available all year round?
Yes, except on weekends and public holidays.
(Car washes) Do I get the $3 discount if I pay with my credit card
No – please make sure to pay by cash or NETS to enjoy $3 off your next car wash.
What is Autobid?
Autobid is a function that automatically accepts all incoming orders for you! Note that while Autobid is turned on, you will not be able to see the fare and destination on incoming trip requests.
To turn Autobid on or off, tap on the small arrow on the top right-hand corner of your home screen.
How do ratings work?
Ratings and feedback are helpful in maintaining enjoyable, safe rides for all involved. Each customer can rate their driver and provide feedback after a completed order.
Your rating is based on an average of the number of post-order stars customers have given you (1 to 5 stars) from your last 150 rated orders, or from the total number of rated orders you've taken if less than 150.
I have some feedback on the Gojek app / service.
We’d love to hear from you – click here to contact us via in-app Help!
GoCar
Where can I pick my customers up or drop them off in the airport?
Avoid any pickups in taxi holding areas or stands – pick your customers up at these arrival doors instead:
You may drop off customers at the departure halls, as per usual. And don’t forget: waiting is not allowed.
Does GoCar currently offer trips for families with children?
If your customer books the wrong service type (e.g GoCar) and neither of you have a booster seat, please do NOT carry on with the order. Instead, please ask your customer to book another trip on GoCar Kids (4-7 years) and GoCar XL Kids (4-7 years).
Does GoCar have a service for pets?
We currently do not have a separate service for customers traveling with pets, but they're advised to ask you via in-app chat or phone call. If you aren’t comfortable with it, do politely advise them to cancel.
Otherwise, feel free to request a system cancellation so that your performance won't be affected, and we’ll match you with the next nearest rider.
Can customers make a multi-destination booking with GoCar?
Good news! As of 20 July 2020, customers may make up to 3 stops for every trip with Gojek. Fares will be adjusted based on the total distance travelled + surcharge of $4 per stop (subject to 15% service fee).
Note that each trip – no matter the number of stops – still counts as one order.
For more information, click here.
GoTaxi
What is GoTaxi?
GoTaxi is a service that matches customers with the nearest available taxi. All taxis and driver-partners on the Gojek platform are commercially licenced.
How much does a GoTaxi ride cost?
GoTaxi charges customers a S$0.70 platform fee on top of what is priced according to your taxi company’s meter, which includes the following fares:
Flagdown fare | S$3.20–S$3.90 |
Booking fee | S$2.30–S$2.50 (Non-peak) S$3.50–S$4.50 (Peak) |
Trip fare / distance | S$0.22–S$0.25 for every 400M–10KM S$0.22–S$0.25 for every 350M after 10KM |
Time | S$0.22–S$0.25 for every 45s of waiting / idle time or less |
These metered fares are also subject to peak / night-time / location surcharges and ERP.
If the metered fare is S$10, your customer will pay a total of S$10.70.
For more on taxi fares, click here.
Does the metered fare include ERP?
Yes. The final fare as seen on your meter includes ERP and other surcharges – this is the only amount you’ll need to enter into the app at the end of the trip.
Are there additional fees I have to pay for GoTaxi trips?
GoTaxi trips are subject to a service fee of S$0.60 and a platform fee of S$0.70.
The service fee is what Gojek charges for use of the app. This will be deducted from your Earnings Wallet. Until 1 August 2021, this service fee will be waived for GoTaxi trips!
The platform fee is charged to customers and will be automatically included.
You will not need to include the service or platform fee when entering the metered fare into the app. Simply enter the final amount shown on your meter, as this amount is inclusive of all additional charges including ERP and tolls.
Am I eligible for cancellation fees for GoTaxi trips?
Definitely. The cancellation fees are applicable to all GoCar and Gojek trips to ensure that you’re well-compensated for your efforts.
How do I know if I am driving on a GoTaxi trip?
The logo on the top left of the screen when you receive your order will show “GoTaxi” instead of “GoCar”. Not to worry, we’ll also remind you to turn your meter on.
Can I opt out of GoCar or GoTaxi trips?
You can opt to toggle out either GoCar or GoTaxi trips.
Fares and Charges
What is Gojek's service fee?
Gojek charges a service fee of $0.60 per GoTaxi trip and a 15% service fee applies to each GoCar trip.
I would like to request a cancellation fee.
You will receive a $4 cancellation fee automatically if the customer cancels after 4 minutes when you’re matched to them, or you cancel more than 4 minutes after swiping ‘I have arrived’. You will also receive a cancellation fee if the customer cancels as soon as you arrive. The $4 cancellation fee will be credited immediately to your driver wallet if you meet the eligibility.
I would like to request a cleaning fee.
If a customer has made a mess in your vehicle, please let us know via drivercare.sg@gojek.com or via in-app help and include the following details:
Our GoTroops will investigate the issue and get back to you as soon as possible.
How are trip fares determined?
Fares on GoCar are based on various factors, such as trip distances, time of day, and location. These fares are also subject to dynamic pricing, thereby ensuring your earnings remain attractive.
What is dynamic pricing?
Dynamic pricing happens when demand for rides exceeds the number of vehicles available on the road – a multiplier is then added to the normal fares. For example, a trip during morning rush hours towards the CBD could cost 2x the amount at other hours.
This ensures that rides are available for customers whenever and wherever they need it, and you get compensated for trips that require more effort to complete!
Are ERP charges included in GoCar fares?
No, they are not. At the end of the order, enter the correct ERP charges incurred into the app before swiping the End trip button on your app.
I forgot to add ERP charges into the fares.
File a claim for your ERP charges by following these steps: tap on the Earnings icon in your app > Order History > choose the relevant trip > Need Help > I faced an issue with the trip / customer > Fares & Charges > I want to make a claim for ERP.
Do I get incentives when I drive with Gojek?
Yes! Please refer to the Incentives tab in the Earnings icon on your Gojek app to view the incentives for the day. Incentives promotions are subjected to changes and may differ from driver-partner to driver-partner.
I think my fares were miscalculated.
If you feel that there was an error in calculating your fares, let us know by tapping on Earnings icon > Order History > choosing the relevant trip > Need Help > I faced an issue with the trip / customer > Fares & Charges > I want to request for a fare recalculation.
Does Gojek charge a platform fee?
The platform fee is a flat fee of $0.70 automatically applied onto every trip, including GoTaxi. Customers will pay this fee on top of their fares and ERP charges (when applicable).
For more information, click here.
Order experience
Where can I get help?
Please visit Gojek GoHub, our new in-person support centre at 38 Sin Ming Lane, Mon–Fri: 10AM–12PM & 1PM–6PM. GoHub is closed on Saturdays and Sundays until further notice.
Click here to make an appointment to register for Gojek, or here to make an appointment at GoHub.
If you already have an active account, you can also write in through in-app Help. Alternatively, you can write in to drivercare.sg@gojek.com.
What do I do when a customer has left something in my car?
Gojek support team or your customer may also reach out to you via:
If your customer reached out to you about a lost item, you may arrange a time and place to return the item(s) at your convenience.
Here’s how you can reach a customer if you’ve found their item(s):
This chat function is only available for 2 hours after a trip is completed, if you require more time, you can exchange contact details. If the customer has not replied by then, you may return the lost item(s) to GoHub.
*Post-trip chat is not available for drivers using GoPartner on iOS / iPhone.
If you’ve found an illegal item among the belongings:
List of item(s) that requires you to return to the police includes but not limited to:
Need help? Here's how you can write to us:
A member of our GoTroop team will get back to you as soon as possible!
I had an issue with my customer.
To report any difficulty faced on the trip with a customer, please follow these steps: tap on your profile picture in the app > Order History > choose the relevant trip > Help > I had an issue with my customer > fill in the details and submit!
I am facing an issue with my app.
If your Partner App isn’t working, try the following troubleshooting steps:
Tap on your profile picture in the app > Settings > Apps > GoPartner App > Storage > Clear cache.
If the issue persists, let us know and we’ll help you out – click here to contact us via in-app Help.
*Only accessible for viewing on phone/tablet.
I have been receiving fewer order requests.
If you think you have been receiving fewer pings, please let us know by reaching out to us via in-app Help.
I want to report an error in the pick-up/ drop-off point.
We’re working hard to improve our map and location accuracy, and we’re really sorry for any inconvenience.
Meanwhile, if you’ve found an error in the pick-up or drop-off points, here’s how you can report to us:
Accident and safety
I was in an accident and there are injured parties.
I was in an accident but no one was injured.
Can my customer see my phone number?
The Gojek app is equipped with a privacy feature called number masking – any calls you make through our platform will be disguised with a placeholder number, so your privacy is ensured.
I want to report misuse of the Gojek app.
Gojek has been taking – and will take – swift action against users who are using modified versions of our app. These modified apps do not deliver on their claims and pose a security risk to users.
If you suspect that someone is using a modified app, please click here to contact us via in-app Help.
*Only accessible for viewing on phone/tablet.
Account and Vehicle
What are the requirements to join as a driver-partner on Gojek?
How do I get started?
Sign up for a Gojek Driver-partner account here.
Download the GoPartner app and upload your documents for review
You're ready to drive!
What documents will I need to upload?
Please prepare all the documents here to get your account activated:
For more details, click here.
Can I share my Gojek account with others?
No, each Gojek driver-partner must have their own account.
What can I drive with on Gojek?
Vehicles used on the Gojek platform have to fulfill these requirements:
How do I update or add a new vehicle?
To update your vehicle details, log on to in-app help, tap on your profile picture, click on Settings > Edit vehicle > Edit vehicle > Add vehicle.
Make sure to have these documents and information ready:
For more information, click here.
How do I update my contact details?
Email us at drivercare.sg@go-jek.com for any changes in contact details, profile image, and name.
If you would like to update just your phone number, please follow these steps: tap on your profile picture > Settings > Edit Phone Number > YES, I’M SURE > key in your new phone number > SAVE.
How do I sign in to my account on a new device?
If you are switching to a new device, please follow the steps below to log in to your Gojek account: on your old device, tap on your profile picture > SIGN OUT > while back on the log-in page, tap on LOG IN FROM ANOTHER DEVICE. Then, on your new device, log in with your phone number as registered with Gojek.
Can I drive with other ride-sharing apps even when I am registered with Gojek?
Yes! You are free to drive with other apps. With our achievable incentive targets, you get to choose however much you want to drive and earn.
I was suspended due to expired documents.
To upload renewed documents for account reinstatement, please fill up and submit this form.
I was suspended due to inactivity.
Your Gojek driver-partner account may have been deactivated due to prolonged inactivity, which will cause issues with withdrawals from your Earnings Wallet.
If you would like to reactivate your account or require assistance with withdrawal, please follow these steps: on the app, tap on your profile picture > Help > Account > My account was deactivated due to inactivity > fill up the form > submit.
I want to appeal my suspension.
Please follow these steps: on the app, tap on your profile picture > Help > Account > I want to appeal my suspension > fill up the form > submit.
I want to deactivate my Gojek account.
We’re sorry to see you go! Please follow these steps: on the app, tap on your profile picture > Help > Account > I want to deactivate my Gojek account > select your reason for deactivating > submit.
In-Vehicle Recording Devices (IVRDs)
How do I apply for an In-Vehicle Recording Device (IVRD)?
Step 1: Get approval from LTA
Interested driver-partners who wish to apply to install the in-vehicle recording device are encouraged to email LTA at: LTA_TVLS_PHC@lta.gov.sg
Step 2: Contact an LTA-authorized installation center
Upon approval, contact an LTA-authorized installation center, and make an appointment to get your IVRD installed in your vehicle. Note that installations can only be carried out at LTA-authorized installation centers, and only upon approval by LTA.
Step 3: Let Gojek know
Submit your vehicle details along with a copy of your approval letter from LTA here. Once we have verified this information, you will receive a confirmation SMS. In the meantime, please make sure that your IVRD is not yet in use.
We will then inform your passengers of the IVRD in your vehicle via automated messaging before every pick-up.
What happens if I already have an existing IVRD (installed prior to 15 July 2019)?
If you have an outward-facing IVRD, you will have to disable the audio-recording function in order to follow LTA’s regulations.
If you currently have any unauthorized inward-facing IVRDs, you will need to remove them, then apply for an authorized IVRD.
Note that you will not be able to use any other device (e.g. mobile phones, digital cameras) to record inward-facing audio or video footage.
What are the LTA-approved centers for installing IVRD?
|
Company |
Address* |
Contact |
Operating hours |
|
i Vision Pte Ltd |
No. 3 Pemimpin Drive #04-02, Lip Hing Industrial Building S(576147) |
6258 9980 |
Mon–Fri: 9AM–6PM Sat: 9AM–1PM |
|
Solo Pte Ltd |
24 Boon Lay Way #01-70, Tradehub 21 S(609969) |
6515 8803 Email: IVRD@solo.com.sg |
Mon–Sat: 9AM to 6PM |
|
SSTA Technology Development Pte Ltd |
63 Hillview Avenue #10-23 Lam Soon Industrial Building S(669569) |
6219 9883 |
Mon–Fri: 9AM–6PM Sat: 9AM–1PM |
*Please contact the respective companies for their installation addresses. Above addresses are their current office address.
What if my customer doesn’t want to be recorded?
We’ll let your customers know via automated messaging the minute you are matched. If they are uncomfortable with this, they will be able to cancel before pick-up.
I have already informed Gojek regarding my IVRD, but I have not received any confirmation SMS.
Gojek will process applications every Monday and Thursday by 8PM, in which we will update our systems to ensure that your customers are notified of the IVRD in your vehicle.
Because of LTA regulations, you will not be able to accept new bookings until Gojek sends you a confirmation SMS. Your driver account and/or certain functions may be temporarily suspended in the meantime – please stay patient!
How long are the recordings stored?
IVRD recordings are kept for a maximum of seven days in order to reduce the risk of misuse of the recordings.
How can I request for the IVRD recording in case of disputes with my customers?
Both drivers and customers are encouraged to lodge a report to us as soon as possible, as well as to relevant authorities: Singapore Police Force (SPF) and/or Land Transport Authority (LTA). Only these authorities are allowed access to these recordings.
If required for investigation, Gojek may also request for these recordings.
I would like to remove my IVRD.
If you would like to remove your IVRD, please fill up the following form: gjk.sg/updatedoc
Incentives, Performance and Earnings
How and when will I get my earnings?
Your earnings will be immediately credited into the Earnings Wallet after you complete an order.
You can withdraw your earnings into your bank account at any time, with no limit on how many times you wish to withdraw – note that the minimum withdrawal per transaction is $50.
What are Gojek’s incentives?
Different drivers are eligible for different incentives schemes that are tailored to suit driving patterns and customer demands. Incentives can come in the form of service fee rebates or monetary rewards, depending on the schemes that apply to you – remember to check your app for your incentive scheme. For more information, please refer here.
What is performance?
Similar to the acceptance and cancellation rate requirements, the performance serves as a quality checkpoint and requirement to your incentives. The performance is:
Total trips completed
Total trips received - total customer-cancelled trips
To track this, go to the Performance tab on your GoPartner app. You will not be penalised for any trips voluntarily cancelled by the customer
Can I use my Earnings Wallet to make transactions?
The Earnings Wallet does not support any service other than withdrawals at the moment.
Where do I check my incentives?
You can find your incentives under the Earnings icon in your GoPartner app.
When will I receive my earnings in my bank account after withdrawal?
It may take up to a few minutes for the funds to reach your bank account after you make a withdrawal.
How do I update my banking details?
Please visit gjk.sg/updatedoc and with the following details prepared:
When will I get my incentives?
Payouts will be made to your Earnings Wallet within one hour of achieving each tier.
When will I receive my payment statement?
You should receive a copy of your payment statement every Wednesday. Please note that some of the more recent payment statements may take time to reach you.
I would like to request for a payment statement.
If you would like to request for weekly or annual income statements, here's how:
Do I get more for further pick-ups?
Yes – if you received the trip with autobid turned on, you will receive a $3 for pick-ups further than 3KM away. This will be given to you immediately once your order is completed.
For more information, click here.
I have enquiries about my incentives.
If you have any incentive-related issue or enquiry, please click here to contact us via in-app Help.
*Only accessible for viewing on phone/tablet.
GoalBetter: Fuel rebates
Is the 22% fuel discount an upfront discount?
Yes – you will immediately receive 22% off your petrol with your Gojek Esso Fuel Card when you use it at Esso stations islandwide.
How about the additional fuel rebates from Gojek?
Additional fuel rebates from Gojek will be accumulated weekly, then processed every two weeks. This will be processed and paid out within 14 working days after the end of each two-week period. For example, weekly rebates earned from 1 - 14 August 2022 will be paid out by 1 September 2022.
How much more discounts for fuel am I entitled to?
Your weekly additional fuel rebates from Gojek will be dependent on your GoalBetter tier and trips completed weekly. Click here for more.
How do I sign up or get my Gojek Esso Fuel Card?
Eligible driver-partners for the GoalBetter program will receive their Gojek Esso Fuel card in the mail. If you haven’t received it or want to ask for a replacement card, please contact Abecha at +65 6333 1188, or drop them an email at custcare_bc@abecha.com
I already have an existing Smiles Private Hire card. Which card should I use?
Please use the Gojek Esso Fuel Card – this is the only way to receive additional Gojek fuel rebates! If you have not received yours, please contact Abecha at +65 6333 1188, or drop them an email at custcare_bc@abecha.com.
Help! I’ve lost the enclosed Gojek Esso Fuel Card.
Please contact Abecha Pte Ltd by clicking here or drop an email to custcare_bc@abecha.com for a replacement card.
GoalBetter: Protection
(FLEP) How much does FLEP coverage cost?
Driver-partners on Pro and Elite tiers don’t have to pay anything to enjoy this coverage – premiums will be fully paid for by Gojek, and you’ll receive your insurance documents automatically from Gigacover! Driver-partners on Classic and Premium GoalBetter tiers will be able to purchase this policy at highly subsidized rates.
(FLEP) When can I make a claim?
The earlier, the better – make a claim as soon as you receive your MC, and no later than 30 days from it.
(FLEP) Can I submit multiple MCs?
Yes, you can! MCs from the same hospital, polyclinic, or GP can be submitted sequentially and will be treated as one extended medical leave, as long as they are all for the same condition and there are no days not covered in between MCs.
(FLEP) Can I claim my medical bills?
No, you cannot. FLEP simply covers your loss of earnings with a payout of up to $80/day.
(FLEP) Are there exceptions to what can be claimed?
FLEP covers you if you have a valid MC caused by an illness, accident at work, accident outside of work, and necessary medical procedures. Some exclusions do apply, including hospitalisation or medical leave caused by:
(FLEP) Where will I receive the payout?
Gigacover will automatically attempt to complete your payouts via PayNow. If you do not have a bank account tied to PayNow, Gigacover will contact you to collect your bank details.
(FLEP) Who is the insurer for Gigacover’s FLEP?
The insurer for FLEP is Etiqa Insurance Pte Ltd, a fully regulated and authorised insurer, regulated by the Monetary Authority of Singapore (MAS). Etiqa Insurance is part of Maybank Group.
(FLEP) I have more questions. Who do I go to for help?
Drop an email at hey@gigacover.com
(On-trip insurance) Is there a deadline for a claim submission?
Claims related to an accident whilst on a trip should be submitted through email no later than 30 days after the accident.
(On-trip insurance) How long does it take to process the claim?
pon submission, your claim will be reviewed by AIG. If you submitted all the required information / documents and your claim has been approved by AIG, you will be reimbursed within the following estimated timelines:
(On-trip insurance) How do I know the status of my claim submission?
All details will be included in the email reply from AIG, so make sure to check your email inbox regularly. Alternatively, you may email Claims.SGGojek@marsh.com to enquire on the status of your claim submission.
Note that all claims are reviewed based on Policy Terms and Conditions. Please refer to the policy schedule and policy wording for full benefits, terms and conditions.
GoalBetter: Healthcare
(Gigacover Essentials) How do I log in on the Gigacover web portal?
You’ll receive log-in details via email upon successful sign-up with Gojek. Make sure to check the email you’ve used to register to drive. On the Gigacover website, click on Sign Up / Login on the top-right corner.
If you need help, you can drop Gigacover an email at hey@gigacover.com
(Gigacover Essentials) How can I purchase a Gigacover Essentials plan?
Good news – all driver-partners regardless of GoalBetter tiers get to enjoy health benefits under Gigacover Essentials for free! For more information, visit Gigacover here
(Gigacover Essentials) What critical illnesses are covered under Gigacover Essentials?
The full list of critical illnesses as defined by Life Insurance Association of Singapore – as well as all exclusions – can be seen here
(Gigacover Essentials) What are the exclusions for critical illness coverage?
Exclusions include:
(Gigacover Essentials) I’m still having trouble adding my dependents / logging in.
Visit Gigacover’s step-by-step guide to adding dependents here. If you need more help, drop them an email at hey@gigacover.com
(Gigacover Essentials) Can my dependents visit the clinic without me?
Yes – all they would need is the Gigacover app on their phone. You’ll have to create an account for them and ensure that your eCard is activated. For more information, click here
Driver Code of Conduct
What is Gojek’s code of conduct?
This Code of Conduct is a set of guidelines and standards that we hold our independent driver-partners accountable to, and which form part of the Policies referred to in the Driver Services Agreement. This helps us create an enjoyable and safe environment for everyone on our platform as well as to prevent abuse of our system. Gojek will not tolerate any breach of this code of conduct – any violation may result in the suspension or termination of your driver-partner account.
Legal & regulatory compliance
Compliance with laws and road traffic rules
We require our driver-partners to comply with all applicable laws and regulations, including laws and regulations in relation to the provision of your transportation services. Familiarize yourself with the road traffic rules and the rules applicable to your vocational licence and use best efforts to avoid accumulating demerit points. You must also cooperate with all public officers in any examination or investigation in their official capacity.
Your licences
You may only provide transportation services on our platform if you have a valid driver's and vocational licence. You must carry with you your driver's and vocational licence at all times while driving on our platform, and never allow any other person to use or have in their possession your driver’s or vocational licence. If your driver's licence or vocational licence is suspended or cancelled, you must surrender your licence to the LTA and cease driving on our platform.
Your vehicle
You may only use a vehicle that you have registered with Gojek to provide transportation services over our platform, and must at all times maintain a valid policy of liability insurance (Z10/Z11) and road tax for such vehicle.
PHV decal
Ensure that a valid PHV decal issued for your vehicle is properly affixed and displayed on your vehicle permanently (even when you are not providing ride-hailing services); and as long as your vehicle is registered as a chauffeured private hire car. Do not deface, obscure, cover, alter, or remove your decal, or affix or display the decal on another vehicle. If your decal is not properly affixed or shows any sign of being discoloured, faded or has become illegible, you must cease driving on our platform and arrange to replace it at an authorized inspection centre within 3 calendar days.
No plying for hire
It is strictly prohibited for PDVL drivers – or any driver not driving a taxi – to ply for hire.
Safety
Vehicle maintenance
Maintain your vehicle regularly to meet roadworthiness, emission, and other industry safety standards, as well as any regulatory requirements. You must also ensure that your vehicle undergoes annual vehicle inspections in accordance with LTA's requirements.
Vehicle plate numbers
For the safety of your passengers, ensure that your vehicle plate numbers are correctly reflected on the Gojek Partner app. If you are changing your vehicle, you must submit a vehicle change request to us via the in-app Settings page, using the ‘Edit Vehicle’ function. You may only use the new vehicle to complete orders over our platform after the request is approved.
Road safety
Do not endanger the lives of our customers and other road users by driving recklessly or dangerously. You must abide by traffic signals, speed limits, and all other road traffic rules. Ensure that all passengers fasten their seatbelts during the trip.
Use of alcohol or drugs
Gojek does not condone the use of alcohol or drugs by driver-partners using the Gojek app. Any driver-partner reported to be driving under the influence of drugs or alcohol while completing an order will be suspended pending investigation.
Health and wellness
Monitor your physical and mental health – do not drive if you are feeling unwell or under medication. Do also take regular breaks to prevent fatigue on the road.
Customer service & professionalism
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.
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.
Reporting of incidents and accidents
If you are involved in any safety incident, traffic accident, or other situations involving allegations of criminal offences or behaviour, or customer disputes while completing an order, report this to us as soon as possible and in any event, within 90 minutes of occurrence, via the in-app Help Centre. However, always seek help first by calling the police (999) and/or the SCDF (995) where any criminal activity or medical or other emergency is involved.
If you are involved in a road traffic accident, please follow the following steps:
Lost and found
If you discover an item in your vehicle left behind by one of your customers, please report this to us immediately via the in-app Help Centre. Customers will have a 12-hour period from the end of each trip to contact driver-partners via a masked number to arrange for a suitable time and place for the return of lost-and-found items. If the customer consents, you may return the item to the customer directly, or leave it with our support team at GoHub. If you do not hear from any customer after 12 hours from an item being left in your vehicle, you may leave the lost item with our support team at GoHub. Please refer to this post for more details on our lost-and-found process.
Data privacy
Compliance with data protection requirements
Gojek takes the privacy of users on our platform very seriously, and you are expected to do the same. Please comply with your obligations under the Personal Data Protection Act (PDPA) and any other LTA requirements concerning customer data you receive while driving with us.
Unauthorized processing of customer data
We share certain personal data about your customer with you (e.g. username, photo, pick-up and drop-off location) for the purposes of completing an order. Do not collect any other customer data (including by taking photographs or videos of customers) without their consent; or retain, use, or share any customer data for any purposes other than for the purposes of each order, including by saving or taking a screenshot of the customer’s details, contacting the customer after a completed/cancelled trip (except in relation to lost-and-found items), or sharing the customer’s details on social media channels (e.g. Facebook) or other messaging platforms (e.g. WhatsApp or Telegram).
In-vehicle recordings
We do not require you to install or use any inward-facing audio and/or video recording devices in your vehicle. If you wish to do so, you must do this in accordance with the PDPA and the LTA's requirements. More information on LTA's requirements for the installation and use of such devices is available here. You may not use any unauthorized recording devices such as mobile phones to make any unauthorised audio and/or visual recording within your vehicle. If your vehicle has an inward-facing IVRD installed you must display signs or decals to notify passengers of the installed device, and you may only disclose any footage to the LTA or other data controllers authorized by LTA.
Responsible usage of platform
Abuse and fraud
Any abuse of the Gojek platform or use of the Gojek platform to engage in any fraudulent, misleading, dishonest, or illegal activity will not be tolerated. This includes, without limitation: collusion with customers; dodging of service and platform fees; fare and incentive cheating; making and/or receiving fake orders; addition of unofficial charges to a fare; inducing customers to cancel an order; and deliberately misrepresenting your location to customers. Accounts suspected to be involved in fraudulent activity or misuse of the Gojek app will be suspended or deactivated.
Mod apps
The use of modified versions of the Gojek app (“mod apps”) is in violation of our Driver Services Agreement, and compromises the safety of both customers as well as driver-partners. A driver-partner suspected of using such mod apps will be suspended immediately.
Suspension of transactions and withholding payments
In addition to suspending or deactivating your account, Gojek may also suspend the processing of any transactions and/or withhold the balance in your Driver Earnings Wallet (including any incentive payments), if it is believed that the amounts involve or are derived from made are fraudulent, illegal, or criminal activity.
Treatment of Gojek personnel
All Gojek personnel are entitled to a safe working environment. We are committed to providing our driver-partners with the best customer service. We ask that you treat us with the same level of respect. We take a serious view of any physical or verbal abuse, property damage, or other nuisance, threatening or harassing behaviour towards our personnel, both within and outside of our premises (including, without limitation, unauthorized photos or videos of our personnel, and harassment or attacks on personal social media pages), and will not hesitate to report any offences committed against Gojek and/or Gojek's personnel to the relevant authorities.
GoalBetter: Deals
(HAO stores) Can I get the 5% discount at all HAO stores?
Yes, the discount is available across all 50 HAO stores islandwide, including HAO Megamart and HAO Marts. Click here to find the store nearest to you
(HAO stores) Can I use the discount for all items in the store
The discount is available on all items except for any tobacco, newspaper, or promotional products. Be sure to ask the cashier before paying.
(HAO stores) Is the discount only applicable for certain payment methods?
Not to worry – the discount is valid for all payment methods.
(HAO stores) When will the discount expire?
The discount is valid until 31 December 2023, but may be extended.
(Car washes) How can I redeem $3 off my next car wash?
As long as you’re a registered active Gojek driver-partner with a Gojek decal on your car, you’ll get the discount.
(Car washes) Does the discount apply to all car washes?
No. You’ll only get $3 off for external car washes.
(Car washes) Is the offer available all year round?
Yes, except on weekends and public holidays.
(Car washes) Do I get the $3 discount if I pay with my credit card
No – please make sure to pay by cash or NETS to enjoy $3 off your next car wash.
Features and app
What is Autobid?
Autobid is a function that automatically accepts all incoming orders for you! Note that while Autobid is turned on, you will not be able to see the fare and destination on incoming trip requests.
To turn Autobid on or off, tap on the small arrow on the top right-hand corner of your home screen.
How do ratings work?
Ratings and feedback are helpful in maintaining enjoyable, safe rides for all involved. Each customer can rate their driver and provide feedback after a completed order.
Your rating is based on an average of the number of post-order stars customers have given you (1 to 5 stars) from your last 150 rated orders, or from the total number of rated orders you've taken if less than 150.
I have some feedback on the Gojek app / service.
We’d love to hear from you – click here to contact us via in-app Help!