A GrabFood rider, Roger Phua, shared on Facebook how he was allegedly suspended for no reason after being falsely accused of stealing a customer’s shoes.
Here is the story:
“This may be a long message but it is a true incident happening today…
Now I know how it feels to be framed for something that you did not do and you lose time, money and trust in a big organization that would not value your contribution. DAMN you, Grab and GrabFood!
I know in service line, customer is always right. But does it also occur to you (Grab) that when your people are falsely accused and your company reputation is at stake, you have the responsibility to make it right? You don’t punish your partners until they are proven guilty. But you just did the opposite…
On 9 Dec 2021, I was performing my GrabFood delivery service in the evening as usual, until about 1 plus in the morning on 10 Dec.
At 3 plus AM, I received a notification on my Grab Driver app that I’m being suspended from using the app. I was obviously shocked! As it was already passed the Grab support hotline working hours, I have no choice but to contact Grab later in the morning.
On 10 Dec afternoon when I managed to contact Grab hotline and reported this incident, I was told that I needed to make a trip down to Grab Investigation Office for an investigation.
I asked for a reason why I should make that trip down but they refused to tell me and insisted that I should arrange an appointment with their Investigating officer next week. That means I lose 3-4 days of earning opportunities just because they can’t settle my issue over a phone call. This is absurd!
As food delivery is just my part-time quest to earn extra income, and I was busy with video projects in the coming week, I decided not to waste my time on this ridiculous issue and refused to make an appointment with the Grab investigating officer.
But this uneasy feeling of being suspended for no good reason and not being able to make extra income kept bugging me, as I couldn’t recall what offence i have committed that caused me to be suspended. So I finally decided to make an appointment to meet the investigating officer after Christmas so as to trash out this stupid issue once and for all.
Today on 28 Dec afternoon, I arrived at Grab office to see the investigating officer. 2 officers were at the desk to “interrogate” me. I wasn’t fearful as I know I have done no wrong. They told me that they will be recording me for archival purpose and insist that I must remove any running apps that is on my handphone.
I asked them why so and why they have to record me and can I not let them do this? They said if I don’t allow them to record me, then they can’t proceed.
To me personally, I think they are imposing on my personal rights just becoz they are the “big boss” or should I say they think they are the “authority”. They can record me but I can’t record them for my own evidence protection. Anyway, my intention for this meetup is to trash out the issue since I already made the time and effort to be there. I obliged unwilling…
The main IO first asked me if I know why I’m here? To me, it’s a stupid question. They refused to tell me on the phone in the first place when I contacted them. How would I know what I’m in for?
After going round-the-bush to explain their intention, they finally told me that I got suspended because a customer has filed a police report on me for stealing his Adidas shoes after I made the food delivery – which I DID NOT! Who in the right frame of mind would steal the customer’s shoes after he made the delivery??? If it’s true that I have stolen the customer’s shoes, is there visual evidence?
The IO said they do not have the physical evidence as they are only taking action because the customer has complained about me. As a staff working in the Grab Investigation Office, don’t they have the right protocol to investigate throughly first and don’t they know that every person accused of any crime is considered innocent until proven guilty? So how can Grab just suspended my service without any proof of evidence, adhering to only 1 side of the story? Just because the customer claimed that he has filed a theft report on me at the AMK police station, does it prove that I’m the confirmed culprit?
The IO refused to reinstate my account and claimed that I will need to file a report to the police station against the customer if I’m truly innocent. If proven innocent by the police, I will then be removed from my suspension. They were simply just pushing their investigative job to the police even though they are the one that created this mess! Branding me a suspect without proof and causing me to lose my earnings for no “F#%¥?ing” reason! I walked out of the Grab office feeling that I had just wasted a few hours of my time for nothing. Nothing settled at all!!!
Out of anger and anxiety, I headed straight to the police station at Sengkang. On my way, I was wondering why the IO claimed that the customer filed a report against me at AMK police station and not at Sengkang where he stays? Anyway, I made the report at Sengkang police station claiming that I want to file a report against my customer who claimed that he has reported against me. Sound funny right?
I have no choice as I was curious to know what evidence he has against me.
The lady police officer did a check on her system and even with the AMK police station and to my surprise, she could not find any record of me being reported of any offence. If the customer didn’t file a police report on me in the first place, how can he lied to Grab and Grab readily acknowledged and condemned me? There isn’t any police allegation against me in the first place. So how can the Authority give me a verdict when there is no case?
To the IOs that runs the Grab Investigation Office… please do your job properly and according to the right protocol. Don’t just listen to 1 side of the story and discriminate your delivery partners just because they are not your official staff. We as delivery partners work hard day and night (with Blood Sweat) to bring your organisation to this stage of prosperity but you seldom show your appreciation to your partners. Instead of appreciating, you rather discriminate. Not all delivery partners are criminals!!!
Becoz of your blunder, you have made me lose 3 weeks (and counting) of my earnings and my integrity is hurt by your false allegation.
I doubt you will ever apologize…”
Image source: @shxfoto via GrabFoodSG Facebook