{"content":"<div data-wrapper=\"true\" style=\"font-weight: 400; font-family: &quot;Segoe UI&quot;, &quot;Helvetica Neue&quot;, sans-serif\"><p>At Grab, we’re committed to ensuring food safety and quality for everyone.</p>\n<p>The Merchant Food Safety &amp; Quality Framework, introduced in September 2020, helps Merchant-Partners maintain high standards while addressing customer concerns. This framework not only improves customer satisfaction but also strengthens your reputation as a trusted partner on the Grab platform.</p>\n<p>We understand that mistakes can happen, so we’ve adopted a progressive approach. Merchant-Partners will receive warnings for initial complaints, giving you time to improve.</p>\n<p>However, repeated or severe incidents may lead to stricter actions, such as fines or temporary store pauses.</p>\n<h3>What is the Merchant Food Safety &amp; Quality Framework?</h3>\n<p>The framework uses a strike system to address food safety and quality issues reported by customers.</p>\n<p>Depending on the severity of the incident, Merchant-Partners may receive up to three reminders via email or in-app inbox before further actions, such as fines or temporary store suspension, are taken.</p>\n<h3>What can happen?</h3>\n<p>Actions may include:</p>\n<ul><li>A temporary pause in business operations on the Grab app</li><li>A fine of RM150</li><li>Permanent removal from the platform for severe food safety violations</li></ul>\n<h3>How will Merchant-Partners be notified?</h3>\n<p>Notifications will be sent via email or in-app inbox. You’ll have three working days to respond.</p>\n<p>If no response is received within this timeframe, your store may be temporarily paused.</p>\n<h3>Types of incidents that may lead to strikes</h3>\n<p>Here are examples of incidents that could result in strikes:</p>\n<table><tbody><tr><th>Category</th><th>Examples</th></tr><tr><td><p><strong>Incorrect order</strong></p></td><td><ul><li>Customer received an item different from what was ordered</li></ul></td></tr><tr><td><p><strong>Missing order</strong></p></td><td><ul><li>Part or all of the order was missing</li></ul></td></tr><tr><td><p><strong>Food poisoning</strong></p></td><td><ul><li>Food poisoning resulting in death or hospitalisation</li><li>Multiple incidents within 24 hours</li></ul></td></tr><tr><td><p><strong>Spoiled or undercooked food</strong></p></td><td><ul><li>Rotting food, maggots, or raw meat</li></ul></td></tr><tr><td><p><strong>Foreign objects in food</strong></p></td><td><ul><li>Hazardous items like nails, pests, or sharp objects</li></ul></td></tr><tr><td><p><strong>Expired items</strong></p></td><td><ul><li>Items past their expiration date</li><li>Items showing signs of expiration</li></ul></td></tr><tr><td><p><strong>Damaged packaging</strong></p></td><td><ul><li>Cracks, leaks, or improper packaging causing spillage</li></ul></td></tr><tr><td><p><strong>Merchant behaviour &amp; ethics</strong></p></td><td><ul><li>Impolite behaviour or harassment</li><li>Deliberate delays in order preparation</li><li>Incorrect store details</li><li>Failure to follow valid customer instructions</li></ul></td></tr></tbody></table>\n<p><i>*Note: This list is subject to revision by Grab.</i></p>\n<h3>What if the complaint is invalid?</h3>\n<p>We understand that some complaints may be invalid.</p>\n<p>Grab will investigate thoroughly before escalating issues to Merchant-Partners. If you believe a complaint is invalid, you can submit an appeal <a href=\"https://help.grab.com/merchant/en-my/4408013944729\" target=\"_self\">here</a>.</p></div><style type=\"text/css\">h3 { margin: 1.5em 0 0.8em !important; color: rgba(0, 83, 57, 1) !important; border-bottom: 1px solid rgba(0, 83, 57, 0.2) !important; padding-bottom: 8px !important; width: 100% !important }\nsummary { outline: none !important; cursor: pointer !important; font-weight: 600 !important; color: rgba(51, 51, 51, 1) !important; margin-bottom: 8px !important }\ndetails { padding: 12px !important; border: 1px solid rgba(221, 221, 221, 1) !important; border-radius: 4px !important; margin-bottom: 5px !important }\ndetails:nth-of-type(2n+1) { background-color: rgba(248, 248, 248, 1) !important }\ndetails:nth-of-type(2n) { background-color: rgba(232, 245, 233, 1) !important }\ndetails details, details details:nth-of-type(1n) { background-color: rgba(255, 255, 255, 1) !important; border: 1px solid rgba(204, 204, 204, 1) !important; margin: 5px 0 0 15px !important }\ndetails:last-of-type { margin-bottom: 30px !important }\ntable { width: 100% !important; border-collapse: collapse !important; margin: 20px 0 !important; box-shadow: 0 2px 8px rgba(0, 0, 0, 0.1) !important }\nth, td { border: 1px solid rgba(221, 221, 221, 1) !important; padding: 12px !important; font-size: 0.875rem !important }\nth { background-color: rgba(0, 83, 57, 1) !important; color: rgba(255, 255, 255, 1) !important; text-align: left !important; font-weight: 700 !important; letter-spacing: 0.02em !important }\ntd { background-color: rgba(255, 255, 255, 1) !important; vertical-align: top; font-weight: 400 !important; color: rgba(85, 85, 85, 1) !important }\ntbody tr:hover td { background-color: rgba(245, 245, 245, 1) !important; color: rgba(0, 0, 0, 1) !important }</style>","hreflang":["en-my","ms-my","en-ph","km-kh","en-kh"],"form":{"afterSubmit":"thanks","items":[]}}