Frequently Asked Questions (FAQ)

1. What is LERS?

Law Enforcement Response System is Grab’s dedicated system created in order to facilitate requests concerning law enforcement procedures. Grab has a specialized unit dedicated to work and coordinating with authorized law enforcement in order to request information and data related to ongoing law enforcement processes which can be accessed through the Grab Public Service Response Portal. 

2.How do I ask for a request document for Legal Process to Grab?

If you are a law enforcement agent or government official who would like to access data from Grab for legal processes, you can request the data through the LERS Portal. Law enforcement should only use the LERS Portal as a means to communicate with Grab when submitting legal processes, preservation requests, or emergency disclosure requests to obtain evidence in connection with official legal proceedings. The authorized law enforcer will create an account and verify it first before requesting data/documents.

3.How long will the request take to be answered by LERS?

LERS response team strives to respond to all requests in a timely manner, but response times may vary particularly due to the volume of the caseload at that time and the complexity of the request. If a particular request is time-limited, we will ask the requesting law enforcement agency to note this in the request (explaining why). Responses may take longer if the request does not meet and explain the urgency clearly.

4. Does Grab notify the User upon Legal Process?

Depends on the circumstances. Pursuant to Grab’s User Notice Policy, Grab should notify the user unless there is a particular reason or a request from law enforcement to not contact the related subject. 

5. What should law enforcement do with the records it obtained from Grab once the investigation or case is closed?

Electronic Data and/or Electronic information obtained from LERS would be provided with encrypted links, which cannot be downloaded and only able to be accessed within a specific period. In addition, for some cases, there will be a 3-months retention period from LERS which is stipulated in the agreement between Grab and the Law Enforcement before receiving the documents. 

6. What is the Grab policy for deactivating accounts? Does Grab deactivate accounts upon request? Will Grab keep an account open if requested?

Depending on the situation, in normal cases, Grab does not have the authority to deactivate the user account. But, in extraordinary cases, if there is legitimate proof and an authorization letter from police for a user subjected to terrorism or fraudulence then Grab will deactivate the account. 

7. Will Grab request reimbursement for costs related to responding to the legal process?

No, Grab does not seek reimbursement for assisting in the legal process. 

8. Can Grab Provide Passwords to Users?

No, Grab does not have access to the user password. If you lost your password and cannot be retrieved from the “forgot my password” link, you can contact us to delete your account and recreate a new one. All data associated with the account will be lost.

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