KUALA LUMPUR – Two e-hailing groups disagree with the Gig Workers Tribunal’s recent finding that Grab’s Auto-Accept feature is a breach of gig workers’ rights, and caution that changing this feature to allow drivers greater freedom to reject trips could affect demand for e-hailing services.
Persatuan Rakan Grab Malaysia (PRGM) and Malaysian Digital Activists’ Sustainable Economy Organisation (LEAD Malaysia) both warn that allowing drivers greater discretion to reject bookings after reviewing fares and destinations could recreate problems associated with the traditional taxi industry.
The tribunal’s recommendation that drivers be informed of the type of service and earnings before accepting a booking, and be given a reasonable and safe window to cancel, could bring back the selective practices that plagued the taxi industry, the two groups said.
Other recommendations included providing drivers with clearer information on booking restrictions, cancellation quotas, access to platform support personnel and a human review process for decisions made by automated systems. The tribunal had ruled on disputes brought by e-hailing drivers against GrabCar Sdn Bhd.
PRGM deputy chairman Muhamad Akmal Mustapa Kamar said any changes should balance drivers’ rights with passengers’ expectations of a reliable service.
“Our concern is that excessive selectivity could recreate the previous taxi experience that generated so many passenger complaints,” he told Scoop.
Muhamad Akmal said Grab’s existing system already gives drivers up to 10 seconds to decide whether to accept or reject a booking through its Fast Cancel feature.
“Auto-Accept also offers practical benefits. It reduces the need for drivers to interact with the app to accept bookings while driving, helping them remain focused on the road,” he said.
The system helped streamline bookings, allowing drivers to spend more time completing trips and earning an income, he added.
He also stressed that any changes arising from the tribunal’s decision must be applied consistently across all e-hailing operators.
“If this recommendation applies to Grab, it must also apply to other e-hailing companies. We want the same recommendation to be applied across all companies. We cannot be selective to our recommendations.”
Muhamad Akmal said PRGM would meet the GrabCar management in the coming week to discuss the tribunal’s findings and propose improvements based on feedback from its members.
“We need to find a practical approach that strengthens driver choice without compromising passenger confidence or earning opportunities,” he said.
LEAD Malaysia secretary Zhafri Azizi Mohd Azme also questioned the need for further changes, arguing that the existing system already provided drivers with an opportunity to reject bookings.
Recalling past complaints about taxi drivers who chose passengers based on their preferred destinations, Zhafri said giving e-hailing drivers more freedom to reject trips will be “to the detriment of the service”.
He said e-hailing platforms needed to strike a balance between service providers and passenger demand, warning that a decline in demand would eventually affect drivers’ incomes.
On the tribunal’s recommendations, Zhafri said they should not be treated as a binding order, particularly when no implementation timeframe had been specified.
Option to switch Auto-Accept on or off
One e-hailing group, however, supports the tribunal’s findings, saying drivers’ rights to make informed decisions must take precedence over automated booking acceptance.
Gabungan eHailing Malaysia (GEM) chief activist Jose Rizal said the tribunal’s finding was clear — that GrabCar’s Auto-Accept mechanism breached Sections 8(1)(b) and (c) of the Gig Workers Act 2025 by accepting bookings before drivers could consider the type of service and earnings offered.
“Acceptance must be based on informed consent, not an automated decision made on behalf of the driver,” Jose told Scoop.
He stressed that GEM was not calling for unrestricted cancellations but wanted drivers to have the option of switching Auto-Accept on or off while retaining manual booking acceptance.
Jose said the Fast Cancel feature which allowed drivers to reject bookings after they had been automatically accepted, or asking passengers to cancel, was insufficient protection from possible penalties, cancellation restrictions and damage to their performance ratings.
“GEM does not advocate unrestricted or arbitrary cancellations. However, protecting passengers must not come at the expense of drivers’ statutory rights,” he added.
Jose added that the issue should also be viewed in the context of rising operating costs, including fuel, vehicle maintenance, insurance and unpaid travel time.
“If the fare structure does not adequately reflect these costs, we cannot expect service reliability to improve simply by restricting drivers’ choices,” he added.
He said all e-hailing and delivery platforms should review their booking systems to ensure compliance with the Act, adding that technology should not compromise workers’ livelihoods.
The Human Resources Ministry announced the tribunal’s ruling on November 7, in three disputes involving a driver’s financial claims, handling of digital platform systems and deactivation of a driver’s account due to misconduct with passengers.
While the tribunal upheld the deactivation of a driver’s account, it ruled that GrabCar’s Auto-Accept and Fast Cancel mechanisms breached Sections 8(1)(b) and (c) of the Gig Workers Act 2025. The breach occurred because the Auto-Accept system llowed bookings to be confirmed before drivers were informed of the service type and earnings offered.
The tribunal also found that Grab had breached the Act over temporary booking pauses and cancellation quotas, citing a lack of clear explanations on the terms, duration and conditions governing these measures. – November 10, 2026