Grab Tightens Safety Measures for Users’ Journeys and Transactions

JAKARTA — Grab Indonesia is strengthening protections for users of its transport and delivery services, from journey safety to the prevention of transaction fraud. The company is relying on in-app safety features and the monitoring of reports to anticipate risks faced by users.

Radhi Juniantino, Grab Indonesia’s Director of Trust & Safety and Grab Support, said user protection was not limited to safety during a journey. Monitoring also takes place before a booking and until the service is completed, including checks related to account and transaction security.

“Through the Safety Centre in the app, users can share journey details with people close to them, access emergency assistance and report problems more easily,” Radhi said in a written statement on Thursday (29 October 2026).

According to Radhi, these features provide users with a way to obtain help when they encounter a problem. Meanwhile, the Trust & Safety and Grab Support teams monitor incoming reports and follow them up.

Grab is also strengthening account and transaction protections to guard against various forms of fraud. The company is also providing safety training for driver and delivery partners and co-ordinating with the government, law enforcement and communities.

Radhi cautioned, however, that safety features cannot eliminate all risks associated with using the service. Users should still check the driver’s identity and vehicle registration number before starting a journey.

“Technology works best when supported by simple habits on the part of users: matching the driver’s identity and registration number, and promptly reporting anything suspicious through official channels,” Radhi said.

Radhi explained that safety also involves keeping in touch with people close to users and knowing what to do if a problem occurs. Users should therefore be familiar with the available support channels and report suspicious situations promptly.

“Grab’s features help users access information and support, but they still need to remain alert and contact emergency services if there is immediate danger,” Radhi added.

Radhi said the availability of safety features may vary depending on location, service type, account, device and app updates. In an emergency, users are still advised to put their personal safety first and contact local emergency services.

“If there is immediate danger, users should find a safe place and contact local emergency services,” Radhi said.