GOJEK

Help Centre

Help Centre

Driver Help

BETA
Service
Account
Payments
Incentives
Support
GOJEK Community Guidelines

GOJEK BETA Programme

Thank you for being the pioneer batch of driver-partners in our BETA Programme! We’re excited to have you on board as we test our app – and we look forward to your valuable feedback.


Why GOJEK?

  • At GOJEK, we want to provide fairer incentives and better support. Watch this space for more updates along the way.
    • Unlimited earning withdrawals
    • Daily earnings structure v.s. weekly
    • No shared trips
    • 24/7 Phone Support

Here’s all you need to know about the BETA Programme:


  1. What is the GOJEK BETA Programme?
    The BETA Programme is a testing period for GOJEK. We will be evaluating the user experience and everything else related to the app – your feedback will help us optimise operations as we prepare for public launch.

  2. How much can I earn?
    Driver-partners on GOJEK earn from the following:
    1) Fares
    2) Incentives: Points and Minimum Weekly Earnings

    Fares
    In the first few weeks of BETA, there will be no dynamic pricing – but don’t worry, your earnings will be boosted with attractive incentives and points!

    Note that all fares are subjected to a 20% service fee.

    Points
    You will earn points with every trip you complete – these points vary depending on time, destination, etc. These points will automatically be cashed out for more earnings, and will reset every day.

    Minimum Weekly Earnings (MWE)
    The MWE helps cover the difference and makes sure you earn a minimum amount if your own fares and point payouts fall below it.

    What are peak and off-peak hours?
    Peak
    Weekdays 7AM–9.59AM and 5PM–7.59PM
    Weekends 12PM–7.59PM

    All other hours are off-peak. These hours are subject to change – check your app for any updates!

    *There are no MHEs from 1AM–6.59AM daily.
    *Incentives are not subjected to service fees. Click here for more.

    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 completed orders + No. of customer cancellations
                       Total received orders

    For more information on Incentives, click here.

  3. Where is GOJEK available?
    For BETA, service area is currently limited to ensure an optimised testing environment. Click here to view the areas where GOJEK is running in Singapore.




    Please stay within the service area to be eligible for these incentives – you will only receive trip requests within these areas too.

  4. Get help anytime 
    Our dedicated support team is ready to help 24/7 – call us at +65 3135 3135 or visit our in-app help.

  5. We want to hear your thoughts!
    Your feedback plays a huge part in our ongoing efforts to deliver a great experience for everyone on the GOJEK platform. To report a bug, request for a feature, or simply want to tell us how you feel, go to Help > Feedback within the app.


FAQ

Help! I’ve registered but have not been onboarded.

Onboarding is being done in batches. Please be patient – you will receive an invitation to visit one of our in-person onboarding locations soon, along with a list of items to bring. Note that applicants who visit without prior invitation will not be allowed in.


Help! I have been onboarded but cannot access the GOJEK BETA app.

Access to GOJEK BETA is being rolled out in batches. Please be patient – you will be notified via SMS when our app is ready for you!


When is GOJEK available to the public?

GOJEK is currently operating at selected areas for selected users. Please wait as we get the app fully up and running for Singapore!


When will the service area be open islandwide?

Service areas throughout Singapore will be open in phases. Please stay tuned as we prepare to get the app ready for the whole of Singapore!


Have other questions? Visit our Help Centre.

What is GOCAR?

GOCAR is a service that matches customers with the closest private hire car.

How much can I earn on GOCAR orders?

Minimum fare: S$6.00*

Base fare: S$2.70

Per KM (≤15KM): S$0.70/KM

Per KM (>15KM): S$0.75

 

Dynamic pricing will apply for specific hours and areas, ensuring that your earnings remain fair and you are compensated for your time on the road.

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!

What is the GOJEK service fee for GOCAR orders?

GOJEK charges a 20% service fee on all GOCAR orders.

Does GOCAR currently offer rides for families with children?

Not currently – we’re working on it!

 

If you’ve received an order request from a customer with a child below 1.35m in height, you may choose to cancel it by choosing “I do not have a car seat for children”. Please feel free to take the order request if you have your own car seat or if the customer indicates that they have their own.

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.

Are ERP charges included in the 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.

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.

Do I get incentives when I drive with GOJEK?

Yes! Please refer to the Performance tab on your GOJEK app to view the incentives for the day. Incentive promotions are subjected to changes and may differ from driver-partner to driver-partner.

Can I pick my customers up anywhere?

No – please be aware of prohibited pickup zones like taxi stands and bus stops.

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:

  1. Terminal 1: Doors 3, 4, 5
  2. Terminal 2: Doors 2, 3, 4
  3. Terminal 3: All doors
  4. Terminal 4: Doors 2, 3

 

You may drop off customers at the departure halls, as per usual. And don’t forget: waiting is not allowed.

Are there charges for entering Sentosa?

Admission to Sentosa is chargeable when you have a customer on board. These charges vary according to time – click here for the most updated information. You may wish to pay in cash or with your cash card at any of the gantry lanes. Don’t forget to key in this charge at the end of your trip!


You will not be charged for admission to Sentosa when you’re entering to pick a customer up. All you need to do is enter via the manual lanes (1-3 from the left) and show your Driver app, along with trip details like date and pick-up address.


Customers with a valid Islander Membership may also enter Sentosa free of charge.

What are the requirements to join as a driver-partner on GOJEK?

  • Singaporean/PR/Foreigner
  • Minimum 1 year of driving experience (TDVL) or 2 years of driving experience (PDVL)
  • 21 years old and above

How do I get started?

  1. Create your GOJEK Driver-partner account
  2. Download the GOJEK Driver-partner app and upload your documents for review
  3. You’re ready to drive!
    1. We’ll send an SMS notification upon account activation.
    2. Go online and take your first order!

What documents will I need to upload?

Please prepare all the documents here to get your account activated:

  • NRIC (front and back)
  • Driver's licence (front and back)
  • Valid PDVL/TDVL (front and back)
  • LTA vehicle log card
  • Commercial insurance
  • Rental agreement (optional)
  • Vehicle image
  • Private hire car decal image
  • Bank statement

 

For more details, click here.

Can I share my GOJEK account with others?

No, each GOJEK driver-partner must have their own account.

Why can’t I log into my GOJEK account on my phone?

Due to overwhelming demand, GOJEK driver-partner accounts will be activated in phases. We appreciate your patience and understanding as we continue to work on providing excellent experiences for both customers and driver-partners on our platform. Please stay tuned for updates on your account activation status.

How do I update or add a new vehicle?

To update your vehicle details, please fill up the form on your in-app help or send an email to drivercare.sg@go-jek.com with your updated documents:

  • LTA vehicle log card
  • Commercial insurance
  • Vehicle image
  • Private hire car decal image

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.

What is GOJEK Community Guidelines?

Please visit bit.ly/community-guidelines for our Community Guidelines.

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.

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.

Can I use my Earnings Wallet to make transactions?

Currently, no. Your Earnings Wallet can only be used for withdrawals.

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 GOHUB with the following details:

  • Bank name
  • Bank account holder name
  • Bank account number
  • Image of bank book or a copy of your banking statement

What are GOJEK’s incentives?

  • Points
    Each order you complete on the GOJEK platform earns you points! These points can then be collected and automatically cashed out for more earnings, as long as the minimum performance requirements are met. Points and payout tiers are subject to change.

  • GOGETTER
    Occasionally, flash incentives such as the GOGETTER programme helps you earn more. Watch out for these in-app

  • Minimum Weekly Earnings (MWEs)
    Earn minimum earnings when you complete trip targets. Watch out for these in-app.

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 GOJEK driver app. You will not be penalised for any trips voluntarily cancelled by the customer.

Where do I check my incentives?

You can find your incentives under the Performance tab in your GOJEK Driver-partner App.

When will I get my incentives?

Points will be immediately converted into cash in  your Earnings Wallet. Payouts from MWEs will be credited on a weekly basis, every Wednesday.

[Points] What are peak and off-peak hours?

Peak

Weekdays (Mon–Thu) 7AM–9:59AM and 5PM–7:59PM

Weekends (Fri–Sun) 8AM–9:59AM and 5PM–11:59PM

 

All other hours are off-peak. These hours are subject to change – check your app for any updates!

[Points] Will my points ever reset?

The point system is a daily incentive. It will reset daily at 1AM, along with your performance.

[Points] How many points do I need to earn?

Different trips will reward you with different amount of points. The points and payout tiers are subject to change – check them on your app daily!

[Points] How do I track my points?

You can see how many points you’ve gotten under the “Performance” tab.

Where can I get help?

Please visit GOHUB, our new in-person support centre at 38 Sin Ming Lane, Mon-Fri : 10AM-6PM, Sat: 10AM-2PM. Click here to register for GOJEK.


If you already have an active account, you can write in for in-app support. If you need to talk to someone immediately, give us a call at our 24/7 hotline: +65 3135 3135.

What do I do when a customer has left something in my car?

Please return the lost item directly to the customer it belongs to. Because we value your time and effort, driver-partners will be awarded a token of $5 when they return a lost item to a customer.

 

If you don’t know who the item belongs to, please return it to the police station.

GOJEK community guidelines

At GOJEK, we’re dedicated to creating an enjoyable and safe environment for everyone on our platform – and we can’t do this without your help! These community guidelines serve as a standard for how users – both customers and driver-partners – within the GOJEK community can ensure a pleasant experience for everyone sharing a ride on the roads.

 

We want to:

Respect each other

As a general rule, treat each other the same way you’d like to be treated. That means being on time for your trips, keeping your spaces clean, cleaning up after yourself, and embracing differences – GOJEK users come from all backgrounds!

 

Stay safe

Safety is of the utmost importance in GOJEK, which means users must follow road laws at all times. Don’t go faster than the speed limit or ask drivers to do so, and make sure that all distractions are minimised when the vehicle is on the move. Don’t forget to keep pickups and drop-offs in areas that are permitted.

 

Be honest

GOJEK follows a 1 - to 5-star rating approach, with 5 being the best. Both customers and drivers are invited to send their ratings and feedback after every order. We’d love for everyone to be honest with how they feel – this helps us improve our services for the entire GOJEK community!

 

How users can lose access

Users can lose access to their GOJEK accounts if they don’t follow these community guidelines. Actions that can be deemed as harassment – such as unwanted physical contact and making improper remarks – as well as discrimination of any kind go against GOJEK’s mission to spread positive social impact through technology.

Driver-Partner guidelines

Quality

Customers on GOJEK expect safe and comfortable rides with courteous and professional drivers. Beyond the basic levels of courtesy and professionalism, the higher the quality of service, the more customers will use GOJEK – which means more earnings for you!

 

Here’s how we define quality:

  1. Ratings

    After the end of every order, your customers will be invited to rate and give feedback, on a scale of 1 to 5 stars (with 5 being the best).

    The rating on your app is the average number of stars you have received in the last 150 rated orders over 2 months, or from the total number of orders you’ve taken if less than that.

    To maintain quality rides on GOJEK, 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’ve taken significant steps to improve your rating. For more information, contact us at our 24/7 support hotline at +65 3135 3135 

  2. Performance

    Similar to acceptance and cancellation rate requirements, the performance serves as a quality checkpoint and requirement for your incentives. As an app that keeps the city going, we rely on high acceptance rates. Cancelling too many times or cherry-picking your orders may result in temporary account suspension – be sure to go online only when you’re ready to accept orders.

  3. Fraud

    Accounts associated with fraudulent activity or misuse of the GOJEK app may be deactivated. These activities include creating fake orders and customer accounts, accepting and completing orders in unreasonable timings or speed, and allowing someone else to use your account.

BETA

chevron copy Created with Sketch.
chevron copy 2 Created with Sketch.

GOJEK BETA Programme

Thank you for being the pioneer batch of driver-partners in our BETA Programme! We’re excited to have you on board as we test our app – and we look forward to your valuable feedback.


Why GOJEK?

  • At GOJEK, we want to provide fairer incentives and better support. Watch this space for more updates along the way.
    • Unlimited earning withdrawals
    • Daily earnings structure v.s. weekly
    • No shared trips
    • 24/7 Phone Support

Here’s all you need to know about the BETA Programme:


  1. What is the GOJEK BETA Programme?
    The BETA Programme is a testing period for GOJEK. We will be evaluating the user experience and everything else related to the app – your feedback will help us optimise operations as we prepare for public launch.

  2. How much can I earn?
    Driver-partners on GOJEK earn from the following:
    1) Fares
    2) Incentives: Points and Minimum Weekly Earnings

    Fares
    In the first few weeks of BETA, there will be no dynamic pricing – but don’t worry, your earnings will be boosted with attractive incentives and points!

    Note that all fares are subjected to a 20% service fee.

    Points
    You will earn points with every trip you complete – these points vary depending on time, destination, etc. These points will automatically be cashed out for more earnings, and will reset every day.

    Minimum Weekly Earnings (MWE)
    The MWE helps cover the difference and makes sure you earn a minimum amount if your own fares and point payouts fall below it.

    What are peak and off-peak hours?
    Peak
    Weekdays 7AM–9.59AM and 5PM–7.59PM
    Weekends 12PM–7.59PM

    All other hours are off-peak. These hours are subject to change – check your app for any updates!

    *There are no MHEs from 1AM–6.59AM daily.
    *Incentives are not subjected to service fees. Click here for more.

    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 completed orders + No. of customer cancellations
                       Total received orders

    For more information on Incentives, click here.

  3. Where is GOJEK available?
    For BETA, service area is currently limited to ensure an optimised testing environment. Click here to view the areas where GOJEK is running in Singapore.




    Please stay within the service area to be eligible for these incentives – you will only receive trip requests within these areas too.

  4. Get help anytime 
    Our dedicated support team is ready to help 24/7 – call us at +65 3135 3135 or visit our in-app help.

  5. We want to hear your thoughts!
    Your feedback plays a huge part in our ongoing efforts to deliver a great experience for everyone on the GOJEK platform. To report a bug, request for a feature, or simply want to tell us how you feel, go to Help > Feedback within the app.


FAQ

Help! I’ve registered but have not been onboarded.

Onboarding is being done in batches. Please be patient – you will receive an invitation to visit one of our in-person onboarding locations soon, along with a list of items to bring. Note that applicants who visit without prior invitation will not be allowed in.


Help! I have been onboarded but cannot access the GOJEK BETA app.

Access to GOJEK BETA is being rolled out in batches. Please be patient – you will be notified via SMS when our app is ready for you!


When is GOJEK available to the public?

GOJEK is currently operating at selected areas for selected users. Please wait as we get the app fully up and running for Singapore!


When will the service area be open islandwide?

Service areas throughout Singapore will be open in phases. Please stay tuned as we prepare to get the app ready for the whole of Singapore!


Have other questions? Visit our Help Centre.

Service

chevron copy Created with Sketch.
chevron copy 2 Created with Sketch.

What is GOCAR?

GOCAR is a service that matches customers with the closest private hire car.

How much can I earn on GOCAR orders?

Minimum fare: S$6.00*

Base fare: S$2.70

Per KM (≤15KM): S$0.70/KM

Per KM (>15KM): S$0.75

 

Dynamic pricing will apply for specific hours and areas, ensuring that your earnings remain fair and you are compensated for your time on the road.

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!

What is the GOJEK service fee for GOCAR orders?

GOJEK charges a 20% service fee on all GOCAR orders.

Does GOCAR currently offer rides for families with children?

Not currently – we’re working on it!

 

If you’ve received an order request from a customer with a child below 1.35m in height, you may choose to cancel it by choosing “I do not have a car seat for children”. Please feel free to take the order request if you have your own car seat or if the customer indicates that they have their own.

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.

Are ERP charges included in the 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.

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.

Do I get incentives when I drive with GOJEK?

Yes! Please refer to the Performance tab on your GOJEK app to view the incentives for the day. Incentive promotions are subjected to changes and may differ from driver-partner to driver-partner.

Can I pick my customers up anywhere?

No – please be aware of prohibited pickup zones like taxi stands and bus stops.

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:

  1. Terminal 1: Doors 3, 4, 5
  2. Terminal 2: Doors 2, 3, 4
  3. Terminal 3: All doors
  4. Terminal 4: Doors 2, 3

 

You may drop off customers at the departure halls, as per usual. And don’t forget: waiting is not allowed.

Are there charges for entering Sentosa?

Admission to Sentosa is chargeable when you have a customer on board. These charges vary according to time – click here for the most updated information. You may wish to pay in cash or with your cash card at any of the gantry lanes. Don’t forget to key in this charge at the end of your trip!


You will not be charged for admission to Sentosa when you’re entering to pick a customer up. All you need to do is enter via the manual lanes (1-3 from the left) and show your Driver app, along with trip details like date and pick-up address.


Customers with a valid Islander Membership may also enter Sentosa free of charge.

Account

chevron copy Created with Sketch.
chevron copy 2 Created with Sketch.

What are the requirements to join as a driver-partner on GOJEK?

  • Singaporean/PR/Foreigner
  • Minimum 1 year of driving experience (TDVL) or 2 years of driving experience (PDVL)
  • 21 years old and above

How do I get started?

  1. Create your GOJEK Driver-partner account
  2. Download the GOJEK Driver-partner app and upload your documents for review
  3. You’re ready to drive!
    1. We’ll send an SMS notification upon account activation.
    2. Go online and take your first order!

What documents will I need to upload?

Please prepare all the documents here to get your account activated:

  • NRIC (front and back)
  • Driver's licence (front and back)
  • Valid PDVL/TDVL (front and back)
  • LTA vehicle log card
  • Commercial insurance
  • Rental agreement (optional)
  • Vehicle image
  • Private hire car decal image
  • Bank statement

 

For more details, click here.

Can I share my GOJEK account with others?

No, each GOJEK driver-partner must have their own account.

Why can’t I log into my GOJEK account on my phone?

Due to overwhelming demand, GOJEK driver-partner accounts will be activated in phases. We appreciate your patience and understanding as we continue to work on providing excellent experiences for both customers and driver-partners on our platform. Please stay tuned for updates on your account activation status.

How do I update or add a new vehicle?

To update your vehicle details, please fill up the form on your in-app help or send an email to drivercare.sg@go-jek.com with your updated documents:

  • LTA vehicle log card
  • Commercial insurance
  • Vehicle image
  • Private hire car decal image

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.

What is GOJEK Community Guidelines?

Please visit bit.ly/community-guidelines for our Community Guidelines.

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.

Payments

chevron copy Created with Sketch.
chevron copy 2 Created with Sketch.

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.

Can I use my Earnings Wallet to make transactions?

Currently, no. Your Earnings Wallet can only be used for withdrawals.

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 GOHUB with the following details:

  • Bank name
  • Bank account holder name
  • Bank account number
  • Image of bank book or a copy of your banking statement

Incentives

chevron copy Created with Sketch.
chevron copy 2 Created with Sketch.

What are GOJEK’s incentives?

  • Points
    Each order you complete on the GOJEK platform earns you points! These points can then be collected and automatically cashed out for more earnings, as long as the minimum performance requirements are met. Points and payout tiers are subject to change.

  • GOGETTER
    Occasionally, flash incentives such as the GOGETTER programme helps you earn more. Watch out for these in-app

  • Minimum Weekly Earnings (MWEs)
    Earn minimum earnings when you complete trip targets. Watch out for these in-app.

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 GOJEK driver app. You will not be penalised for any trips voluntarily cancelled by the customer.

Where do I check my incentives?

You can find your incentives under the Performance tab in your GOJEK Driver-partner App.

When will I get my incentives?

Points will be immediately converted into cash in  your Earnings Wallet. Payouts from MWEs will be credited on a weekly basis, every Wednesday.

[Points] What are peak and off-peak hours?

Peak

Weekdays (Mon–Thu) 7AM–9:59AM and 5PM–7:59PM

Weekends (Fri–Sun) 8AM–9:59AM and 5PM–11:59PM

 

All other hours are off-peak. These hours are subject to change – check your app for any updates!

[Points] Will my points ever reset?

The point system is a daily incentive. It will reset daily at 1AM, along with your performance.

[Points] How many points do I need to earn?

Different trips will reward you with different amount of points. The points and payout tiers are subject to change – check them on your app daily!

[Points] How do I track my points?

You can see how many points you’ve gotten under the “Performance” tab.

Support

chevron copy Created with Sketch.
chevron copy 2 Created with Sketch.

Where can I get help?

Please visit GOHUB, our new in-person support centre at 38 Sin Ming Lane, Mon-Fri : 10AM-6PM, Sat: 10AM-2PM. Click here to register for GOJEK.


If you already have an active account, you can write in for in-app support. If you need to talk to someone immediately, give us a call at our 24/7 hotline: +65 3135 3135.

What do I do when a customer has left something in my car?

Please return the lost item directly to the customer it belongs to. Because we value your time and effort, driver-partners will be awarded a token of $5 when they return a lost item to a customer.

 

If you don’t know who the item belongs to, please return it to the police station.

GOJEK Community Guidelines

chevron copy Created with Sketch.
chevron copy 2 Created with Sketch.

GOJEK community guidelines

At GOJEK, we’re dedicated to creating an enjoyable and safe environment for everyone on our platform – and we can’t do this without your help! These community guidelines serve as a standard for how users – both customers and driver-partners – within the GOJEK community can ensure a pleasant experience for everyone sharing a ride on the roads.

 

We want to:

Respect each other

As a general rule, treat each other the same way you’d like to be treated. That means being on time for your trips, keeping your spaces clean, cleaning up after yourself, and embracing differences – GOJEK users come from all backgrounds!

 

Stay safe

Safety is of the utmost importance in GOJEK, which means users must follow road laws at all times. Don’t go faster than the speed limit or ask drivers to do so, and make sure that all distractions are minimised when the vehicle is on the move. Don’t forget to keep pickups and drop-offs in areas that are permitted.

 

Be honest

GOJEK follows a 1 - to 5-star rating approach, with 5 being the best. Both customers and drivers are invited to send their ratings and feedback after every order. We’d love for everyone to be honest with how they feel – this helps us improve our services for the entire GOJEK community!

 

How users can lose access

Users can lose access to their GOJEK accounts if they don’t follow these community guidelines. Actions that can be deemed as harassment – such as unwanted physical contact and making improper remarks – as well as discrimination of any kind go against GOJEK’s mission to spread positive social impact through technology.

Driver-Partner guidelines

Quality

Customers on GOJEK expect safe and comfortable rides with courteous and professional drivers. Beyond the basic levels of courtesy and professionalism, the higher the quality of service, the more customers will use GOJEK – which means more earnings for you!

 

Here’s how we define quality:

  1. Ratings

    After the end of every order, your customers will be invited to rate and give feedback, on a scale of 1 to 5 stars (with 5 being the best).

    The rating on your app is the average number of stars you have received in the last 150 rated orders over 2 months, or from the total number of orders you’ve taken if less than that.

    To maintain quality rides on GOJEK, 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’ve taken significant steps to improve your rating. For more information, contact us at our 24/7 support hotline at +65 3135 3135 

  2. Performance

    Similar to acceptance and cancellation rate requirements, the performance serves as a quality checkpoint and requirement for your incentives. As an app that keeps the city going, we rely on high acceptance rates. Cancelling too many times or cherry-picking your orders may result in temporary account suspension – be sure to go online only when you’re ready to accept orders.

  3. Fraud

    Accounts associated with fraudulent activity or misuse of the GOJEK app may be deactivated. These activities include creating fake orders and customer accounts, accepting and completing orders in unreasonable timings or speed, and allowing someone else to use your account.