Gojek Driver Onboarding Handbooks User Guide
- June 9, 2024
- Gojek
Table of Contents
Gojek Driver Onboarding Handbooks User Guide
Download our app
Search for Gojek Driver Singapore on the Google Play Store (if you’re using an
iPhone, hold on tight – we’re working on an app just for you!)
Driving essentials
PDVL decal
All private-hire cars for chau˜feured services must display a pair of tamper-
evident decals on the front and back windscreens.
- At the top right-hand corner of the front windscreen
- At the top le˜t-hand corner of the rear windscreen, These decals must always remain visible!
Essential documents
Staying safe
Please follow rules as stated in the Road Tra˜fic Act at all times and take
breaks when you need them.
Following the demand
Our app comes equipped with a heatmap – this shows you the areas in which
there are more customers looking for a ride!
Going online
Tap the blue bu˛ton on the top right-hand corner to go online. This is also
the bu˛ton to go o˜fline for the day!
To turn on Autobid
where all requests will be automatically accepted; simply go back to the
dashboard found on the top right-hand corner of the home screen and switch on
Autobid.
Accepting an order request
Accepting an order request
When you receive an order, you will be able to see the customer’s pickup
location and destination. Tap on ‘Accept’, then drive towards the pick-up
location.
Picking your customer up
Picking your customer up
Swipe on ‘I have arrived’ to let your customer know once you’re almost at the
pick-up point. O˜fer a friendly greeting and confirm the destination with your
customer. To begin an order, swipe on ‘Pickup Customer’ once the customer has
entered your vehicle. Tap on the navigation bu˛ton to find the best route.
Let’s go!
Contacting your customer
Contacting your customer
Stuck in a jam, arriving later than expected, or already at the pick-up point?
Let your customer know via the in-app chat or the call function. O˜fer a
friendly greeting and confirm the destination with your customer. To begin an
order, swipe on ‘Pickup Customer’ once the customer has entered your vehicle.
Tap on the navigation bu˛ton to find the best route.
Taking a break
Make sure to tap on ‘Go online after I complete this trip’ while you’re on your current trip to take a break before getting another ride request. To go o˜fline for the day, tap on ‘Inactivate’ (it’s the bu˛ton below where AUTOBID is)!
Arriving at destination
Swipe on ‘End trip’.
Don’t forget to enter any incurred ERP charges into the app! If the customer is paying by cash, don’t forget to collect the fare as shown on the app. Remember to rate your customers too!
Incentives
The performance serves as a quality checkpoint and requirement to your incentives. The calculation of performance is as follows: Total trips completed Total trips received – total customer canceled trips To track this and read about the latest incentives, go to your Gojek Driver app. You will not be penalized for any trips voluntarily canceled by the customer.
Withdrawals
Tap on the ‘Balance’ bu˛ton on your home screen to see how much you have in your Earnings Wallet – this is where all your earnings and incentives are. Tap on ‘Withdraw’ to transfer money from your Earnings Wallet to your bank account. You can do this immediately and at any time, as long as your transaction amount is at least S$50. We’ll let you know when your withdrawal is successful – your earnings will be credited to your bank account in a few minutes.
Things to note
If your customer needs to change the drop-off point, please advise them to ‘Edit Destination’ after every stop. Don’t worry – your fare will be updated based on distance!
Pick your customers up only at these arrival doors:
- Terminal 1 Doors 1–3
- Terminal 2 Doors 2–4
- Terminal 3 Doors 1–3
- Terminal 4 Doors 1–3
Please do not linger and wait at the pick-up points. You may drop off customers at the departure halls, as per usual.
Tap on ‘Cancel’ before the trip begins if you need to. You will not be able to cancel a trip whilst in the middle of it – please write in via the in-app help or call us and we’ll sort it out! Please cancel only when necessary to avoid a poor customer experience.
If your customer has a child below 1.35m and you don’t have a car seat, please cancel the order and select ‘I do not have a car seat for children’. If you do have a car seat, feel free to accept the ride!
We’ve increased our token of appreciation from $5 to $10 – credited to your Wallet when you return lost belongings to customers directly
If a
customer has made a significant mess in your vehicle, we’ll do our best to
help you. Send photos of the mess along with a cleaning receipt via in-app
help and we’ll cover up to $50 of your cleaning costs.
Your customers will rate their trips between 1 to 5 stars, with 5 being the best. This rating helps us maintain a quality customer experience. Your rating is calculated based on the average of your last 150 orders in the past 2 months, or from the total number of orders you’ve taken if less than 150.
Here’s how!
- Ask customers if they have a preferred route.
- Ensure your vehicle remains clean and odorless.
- Begin and end your order on time – start only when the customer has entered the vehicle, and end it when you have arrived at the destination.
You are responsible for the safety of everyone in the vehicle, and a customer’s satisfaction depends on the service you give!
Safety first
Please refrain from doing the following:
Sharing your account
Each Gojek partner must have their own account.
Making pre-arranged trips
Trips should not be arranged between customers and partners. This is
considered fraud and may result in losing access to the Gojek platform.
Self-booking
Booking your own trips with a customer account is considered fraud and may
result in losing access to the Gojek platform.
Discrimination
Discriminating against customers or partners based on race, nationality,
religion, gender, gender identity, physical or mental disability, medical
condition, marital status, age, or sexual orientation is not allowed. Doing so
may result in losing access to the Gojek platform.
Sexual misconduct
Gojek does not tolerate sexual misconduct and will cooperate with relevant
authorities if you are proven to have conducted any sexual misconduct.
Fraud
Any fraudulent activities/misuse of the Gojek app may result in account
deactivation. Note that Gojek may also withhold the balance in your Earning
Wallet if the transactions are believed to be fraudulent.
Excessive cancellations
Cancel trips only when necessary – this directly impacts your incentives and
makes for a bad customer experience.
Protect customers’ personal data in compliance with the PDPA‘s and LTA’s
rules
In compliance with PDPA’s and LTA’s rules, please refrain from retaining,
using, or sharing (including on social media) the personal data of customers
for any other purposes but picking them up or dropping them off. For more
information, visit gk. sg/guidelines
Other useful links
Hotspots: g˛k.sg/hotspots
FAQs: g˛k.sg/driverfaq
Rent with GoFleet: g˛k.sg/GFInc Telegram: g˛k.sg/join channel
Visit us ˝.gojek.com/sg
Talk to us (24/7) at +65 3135 3135
drivercare.sg@go-jek.com
Find us in person
38 Sin Ming Lane S
Hear from us (Telegram Messenger) g˛k.sg/join channel
Download PDF:Gojek Driver Onboarding Handbooks User Guide