KESUMA Gig Workers Tribunal Resolves 3 Grabcar Disputes

The Gig Workers Tribunal has resolved three dispute cases involving e-hailing drivers and GrabCar Sdn Bhd in Malaysia on 7 November 2026, awarding RM2,000 in compensation to one driver while upholding the permanent account deactivation of another.

Heard and decided by tribunal Deputy President Dr Suzarika Sahak, the disputes involved financial claims, digital platform system operations, and driver account deactivation under the Gig Workers Act 2025 (Akta 872), according to a statement released on Saturday by the Ministry of Human Resources (KESUMA).

Key Facts

The Gig Workers Tribunal has established binding rulings across three disputes involving GrabCar Sdn Bhd, addressing compensation, automated system mechanisms, and passenger safety under the Gig Workers Act 2025 (Akta 872). The Gig Workers Tribunal ordered GrabCar Sdn Bhd to pay RM2,000 compensation with eight per cent annual interest for statutory platform violations.

How Did GrabCar Violate the Gig Workers Act 2025?

GrabCar Sdn Bhd violated the Gig Workers Act 2025 (Akta 872) by operating dispatch and cancellation mechanisms that concealed trip details before job acceptance. In two separate cases, the Gig Workers Tribunal found GrabCar breached Section 8 transparency requirements by automatically assigning rides and imposing booking suspensions and cancellation quotas without clear terms.

In the first case, the tribunal partially allowed the financial claims of an e-hailing driver concerning earnings from Saver bookings, Cashback incentives, and Advance Booking. The tribunal awarded damages of RM2,000 together with interest of eight per cent per annum until full settlement. The tribunal determined that GrabCar's Auto Accept and Fast Cancel mechanisms breached Section 8(1)(b) and (c) of Act 872, which guarantees workers the right to be informed of the service type and agreed earnings before accepting a task.

In the second case, an e-hailing driver submitted seven non-financial claims regarding platform system operations. The tribunal established three distinct violations of Act 872:

• Temporary booking suspensions: Platform failure to state the conditions and duration of suspensions violated Section 8(1)(a) as well as Section 8(2)(a) and (b) of Act 872.
• Cancellation quotas: Failure to clearly inform drivers about quota calculation methods, the effects of quota exhaustion, and valid options for reasonable cancellations breached Section 8(2)(a) and (b) of Act 872.
• Auto Accept system: Forcing bookings to be accepted before drivers were informed of the service type and offered earnings contravened Section 8(1)(b) and (c) of Act 872.

Under Subsection 42(3) of Act 872, the tribunal issued recommendations for platform improvements. These include ensuring service and earnings details are shown prior to booking acceptance, providing a reasonable and safe cancellation window, clarifying temporary suspension rules, cancellation quotas, incentive programmes, and booking restrictions, improving driver access to human support staff, and establishing human review mechanisms for automated system decisions.

GrabCar Sdn Bhd breached Section 8 of Act 872 by dispatching bookings via Auto Accept before drivers were informed of service types and earnings.

Why Was the E-Hailing Driver's Account Deactivation Upheld?

The Gig Workers Tribunal upheld GrabCar Sdn Bhd's permanent deactivation of an e-hailing driver's account after three misconduct incidents against passengers were established. While acknowledging that account deactivation impacts a worker's livelihood, the tribunal ruled that passenger safety and personal security must strictly take precedence over platform access under the Gig Workers Act 2025.

The third dispute reviewed the permanent deactivation of an e-hailing driver's account following three substantiated misconduct incidents involving passengers. These incidents comprised improper conversations, behaviour deemed threatening or intimidating, and inappropriate personal inquiries.

"Walaupun penyahaktifan akaun boleh menjejaskan mata pencarian pemandu, tribunal berpandangan keselamatan dan kesejahteraan penumpang tidak boleh dikompromi, justeru tuntutan pemandu itu ditolak." (Although account deactivation can affect a driver's livelihood, the tribunal takes the view that passenger safety and well-being cannot be compromised, hence the driver's claim was dismissed.)

KESUMA stated that the tribunal's decision reflects an equitable approach that protects gig workers' rights, prioritises passenger safety, and preserves the operational interests of e-hailing platform providers.

The Gig Workers Tribunal confirmed that passenger safety takes precedence over gig worker livelihood when misconduct involving threatening behaviour or improper inquiries is proven.

Who Is This For in Malaysia?

These tribunal rulings directly affect Malaysian e-hailing drivers, platform operators, and gig economy workers governed by the Ministry of Human Resources (KESUMA). By enforcing the Gig Workers Act 2025 (Akta 872), the tribunal establishes legal standards that safeguard driver earnings, mandate transparent digital dispatch algorithms, and reinforce strict passenger safety protocols nationwide.

The decisions demonstrate KESUMA's commitment to reinforcing Act 872 as an independent, fair, and effective dispute resolution process. For e-hailing drivers, the rulings establish that digital platforms cannot conceal fare amounts or enforce arbitrary automated penalties. For platform providers such as GrabCar Sdn Bhd, the rulings require transparent terms for trip cancellations, clear suspension guidelines, and the provision of human review for algorithmic decisions.

The Gig Workers Tribunal serves as an independent dispute resolution mechanism to support a transparent and sustainable gig economy in Malaysia.

Common Questions

The Gig Workers Tribunal decisions clarify statutory protections for e-hailing drivers and passenger safety standards under the Gig Workers Act 2025 (Akta 872). Tribunal decisions under Act 872 establish binding precedents for digital platform operations and dispute resolution across Malaysia's gig economy.

What compensation did the Gig Workers Tribunal award against GrabCar?

The Gig Workers Tribunal awarded an e-hailing driver RM2,000 in damages with eight per cent annual interest until full settlement. The award partially resolved financial claims regarding GrabCar Saver bookings, Cashback incentives, and Advance Booking, following statutory violations under Section 8 of Act 872.

Can GrabCar automatically assign ride bookings to drivers in Malaysia?

GrabCar cannot operate Auto Accept mechanisms that assign trips before drivers view service types and offered earnings. The Gig Workers Tribunal ruled that such automated acceptance violates Section 8(1)(b) and (c) of Act 872, recommending transparent pre-booking information and safe cancellation timeframes for all drivers.

Can an e-hailing driver be permanently deactivated for passenger misconduct?

Yes, GrabCar can permanently deactivate a driver's account when passenger misconduct is proven. The Gig Workers Tribunal upheld the permanent deactivation of a driver following three substantiated incidents of inappropriate conversation, improper personal questions, and intimidating behaviour, ruling passenger safety strictly overrides driver livelihood concerns.

Sources and Methodology

This report documents the dispute resolutions issued by the Gig Workers Tribunal involving GrabCar Sdn Bhd under the Gig Workers Act 2025. Information in this article is derived directly from the official statement released by the Ministry of Human Resources (KESUMA) on 7 November 2026.

The source material was published in Malay by Careta and translated into English (British spelling). No currency conversions were required as all figures were originally reported in Ringgit Malaysia (RM). No external estimates or secondary datasets were added.

Original report: Careta

This article is based on the source report above and was last updated on 8 November 2026.