Grab says it set to refund its drivers any excess commission that has been levied on them upon its drivers after complaints were made about this. Some Grab drivers have protested that the ride-hailing provider has been taking more than 20% in commission from them, which is the maximum allowed by the government under new regulations for the industry, The Star reports.

The contention is about a 5% fee – on top of the usual commission – being charged on drivers who opted to manually accept a ride order. In a memo issued by the company to drivers, which was seen by the publication, refunds will be made on August 5. “To comply with regulations, we will reimburse the 5% manual-accept fee for all non-auto-accept jobs completed after July 11. We will make this reimbursement on Aug 5,” the memo stated.

Grab clarified the reason why the 5% fee was charged. “Almost 20% of the driver-partners choose to manually accept their rides. Therefore, a fee of 5% was introduced to safeguard and compensate other driver-partners each time a ride was ignored or cancelled. That is important to reduce unexpected situations and maintain the balance in supply and demand as we serve the daily commuting needs of everyone,” a spokesman told the publication.

The spokesman said that Grab will reimburse the 5% fee to its driver-partners who had previously chose to manually accept jobs through the app after July 11. “This means that all driver-partners will now be required to auto accept rides,” the spokesman added.

Under the new regulations for the ride-hailing industry that came into effect on July 12, ride-hailing operators cannot collect more than 20% from fares paid to drivers. Transport minister Anthony Loke warned operators against collecting more than the maximum allowed by disguising the cuts under different terms.

“We know they are trying to beat the system by not calling it (the extra charges) a commission, but by calling it a fee, a charge and all that. This is not allowed,” Loke said. He added that action will be taken against an operator if it violates the rules.