Grab Vietnam Responds After Customer Accused of Attacking Driver

Recently, a GrabFood driver falsely reported a male customer for physical assault in Hanoi. Grab issued an official statement outlining its investigation steps. Immediately after receiving the report, the platform contacted both parties to gather information and ensure an objective resolution.

Grab explained that calling the customer was a standard verification step designed to protect everyone involved.

Driver Admits to False Report

During verification, the driver admitted to fabricating the assault claim in his initial report. He expressed deep remorse and requested a chance to keep working on the platform.

Grab carefully reviewed the incident, the driver’s operating history, and its Partner Code of Conduct. Consequently, the company suspended the driver’s account temporarily.

Grab also required the driver to complete mandatory retraining before reviewing any request to reactivate his account.

“We sincerely regret that this situation impacted the user’s experience. Grab constantly strives to refine our reporting and verification process based on feedback,” the representative added.

Accused of Assault 30 Minutes After Picking Up Food

The incident began on the afternoon of July 28. Mr. H.P., an office worker in Hanoi, ordered food through the GrabFood app from a restaurant on Nguyen Thi Dinh Street.

According to Mr. H.P., the delivery went smoothly. He walked down to the building lobby, collected his food, and returned to his office without any argument.

However, 30 minutes later, Grab customer service called to inform him that the driver had reported him for physical assault.

Knowing the claim was false, Mr. H.P. asked the driver to return so they could review the building’s security footage together. Both the security footage and the building guards confirmed that no assault occurred.

Mr. H.P. felt frustrated because Grab initially appeared to rely solely on the driver’s one-sided claim. Furthermore, customer support asked him to provide video evidence to prove his innocence.

The driver also claimed the customer made him wait too long. However, call logs showed the driver called at 12:31 PM and again at 12:35 PM—the exact time Mr. H.P. arrived in the lobby. The four-minute wait was simply the time needed to take the elevator down from the 22nd floor.

After verifying the facts, Grab contacted Mr. H.P. to apologize and confirmed the driver lied. In an email, Grab stated the driver recognized the severity of his actions and wanted to apologize.

Grab clarified that asking customers for evidence is not meant to force them to prove innocence. Instead, it helps the platform cross-check reports from both sides.

Ultimately, Grab acknowledged that the incident damaged the customer’s experience and promised to improve its dispute resolution process moving forward.