The matter came to light recently after a driver complained that his e-hailing account had been suspended longer than usual during the document verification process.

Grab confirmed that drivers’ accounts are usually suspended during the exercise but denied that it would take up to 10 days as claimed.

“Grab has been working closely with the authorities to ensure updates are completed in a timely manner,” a company spokesman told FMT.

“The process is estimated to take three to five working days upon submission of the required documents by driver-partners,” she said.

The driver had complained that the company previously took fewer than three hours to verify documents such as road tax, insurance cover notes and car grants to keep yearly accounts active.

However, he said it could now take up to 10 working days, during which time the drivers were kept in the dark.

He said that during the verification process, the drivers’ accounts were suspended and they would be unable to receive any bookings.

“How do they expect us to survive for 10 days without any earnings? I’m the sole breadwinner for my family,” he told FMT.

He claimed to have sought an explanation from a Grab centre and was told that the delay was due to an increase in the number of driver-partners.

The Grab spokesman was unable to comment on the difficulties faced by the particular driver.

However, she reminded drivers that their documentation must be renewed before their expiry date to avoid difficulties.

“Driver-partners need to ensure all their documents are valid and that they have obtained the PSV licence and e-hailing vehicle permit (EVP) to provide transportation services,” she said.

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