Partner-Drivers' Code of Conduct

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1.         INTRODUCTION  

 

Maxim is committed to providing a safe, efficient, and trustworthy transportation service across Malaysia. This Code of Conduct outlines the standards of professional behavior, legal compliance, and safety guidelines expected of every Partner-driver.

 

This Code of Conduct forms part of obligations stated in the License Agreement: https://legal.taximaxim.com/license-agreement/-/license-agreement/2092/?country=MY, privacy policy: https://legal.taximaxim.com/privacy/?country=MY and Terms of use: https://legal.taximaxim.com/public-offer/?country=MY alongside applicable laws, including regulations and guidelines published by the Agency for Pengangkutan Awam Darat (APAD), Lembaga Pelesenan Kenderaan Perdagangan (LPKP) Sabah & Sarawak, Jabatan Pengangkutan Jalan (JPJ) and all relevant traffic and safety rules & regulations in Malaysia. The Code intend the Partner-driver relationship to be governed as a gig-worker under the applicable service agreement. Nothing in this Code is intended to exclude or waive any statutory right applicable to a gig worker.

 

2.         COMPLIANCE

 

2.1       Licensing & documentation

 

You must at all times hold and maintain-

 

-        A valid Malaysian driving license in appropriate vehicle class

-        A valid PSV license (vocational license) for e-hailing

-        A valid and current vehicle registration

-        Valid e-hailing permit (eVP)

-        Valid motor insurance with e-hailing coverage

 

You agree to display, produce, and maintain all permits, licenses or other necessary documentation when requested by authorities during an inspection.

 

2.2       Regulatory compliance

 

Drivers must adhere to all applicable laws, rules & guidelines including but not limited to:

 

-        Regulations enforced by JPJ or any other authorities

-        E-hailing regulations & guidelines enforced by APAD or LPKP (e.g., e-hailing sticker display, right attitude, decent attire).

-        Land Public Transport Act 2010, Commercial Vehicles Licensing Board Act 1987, Personal Data Protection Act, 2010

-        Any other requirements related to e-hailing which will be updated time to time.

 

3.         PASSENGER & DRIVER SAFETY

 

3.1       Safe driving

 

Your safety and the safety of passengers is the first priority. You must:

 

-        Obey traffic laws (speed limits, signals, road signs)

-        Use seatbelts at all times and ensure passengers do the same.

-        Never operate a vehicle under the influence of alcohol, drugs, or any substance that impairs ability.

-        Not use mobile devices while driving (unless phone holder)

-        Maintain good vehicle condition and inspect vehicles by PUSPAKOM for vehicles over three (03) years.

 

3.2       Vehicle cleanliness & condition

 

-        The vehicle must be clean, hygienic, and well-maintained.

-        All safety equipment such as seat belts, headrests, child seat must be functional.

 

3.3       Emergency protocols

 

In emergencies or accidents:

 

-        Ensure well-being of yourself and your passenger;

-        Report any incidents or unwanted events to 999 by pressing the in-app SOS button within 24 hours;

-        Do not admit liability or negotiate settlements on behalf of Maxim or passengers.

 

4.         PROFESSIONAL CONDUCT & SERVICE STANDARD

 

4.1       Respect & courtesy

 

-        Treat all passengers with respect regardless of gender, race, religion, nationality, disability, or age

-        sexual harassment, discrimination, verbal abuse, or inappropriate behavior is strictly prohibited

-        To respect passenger privacy.

 

4.2       Communication

 

-        Use polite and professional language.

-        Partner-Driver initiated communication with passengers should be relevant to the booking only.

 

4.3       Unlawful behavior

 

Drivers must not engage in:

 

-        Soliciting passengers outside of the app

-        Charging more than the fare shown in the app

-        Smoking, vaping, or consuming alcohol in the vehicle

-        Carrying drugs or unauthorized hazardous materials

 

5.         PASSENGER SAFETY & PROTECTION

 

5.1       Passenger identification & verification

 

-        Only pick up passengers booked through the Maxim app

-        Refrain from boarding extra passengers beyond vehicle capacity

 

5.2       Child seat & special assistance

 

-        Ensure compliance with child seat requirements as per Malaysian law

-        Provide assistance to passengers with accessibility needs whenever reasonable and safe.

 

6.         PARTNER-DRIVER SUPPORT FROM MAXIM

 

Maxim values its Partner-drivers safety and livelihood. We commit to:

 

6.1         Safety tips & resources

 

-        Provide onboarding training materials on regulatory compliance, safety trainings and general requirements;

-        Provide logistics support such as co-operation with driving schools, clinics for medical checkup, co-operation with vehicle workshops etc.;

-        Co-operate with relevant authorities to educate Partner-drivers awareness about traffic rules

 

6.2       Fair treatment

-     A transparent system for complaints and support by User Support Department;

-     Clear processes for dispute resolution between all parties involved (Refer to Clause 11).

 

6.3       Incident assistance

-     Guidance for partner-drivers after accidents or safety threats;

-     In-app SOS button, Support & Feedback section in the app, dedicated hotline number for Maxim offices in cities where operating

 

7.         DATA PRIVACY & CONFIDENTIALITY

 

Drivers must respect data privacy obligations:

 

-        Prohibited from sharing any personal data of passenger outside the app and always comply with the privacy laws of Malaysia;

-        Use passenger information only for booking purposes and not for any other purpose;

-        Prohibited from unauthorized sharing of login credentials to third parties

 

8.         ENFORCEMENT & CONSEQUENCES

 

Breaches of this Code of Conduct may result in:

 

-        Warnings and corrective counselling

-        Temporary deactivation pending investigation

-        Permanent removal from the app

 

9.         ENFORCEMENT FRAMEWORK: FINES, SANCTIONS & CORRECTIVE ACTIONS

 

To maintain quality and regulatory compliance, Maxim shall apply a progressive enforcement model combining training, corrective measures, and sanctions. Sanctions may be applied based on-

 

-        Severity of the violation

-        Frequency of repeated violations

-        Risk to passenger or safety

-        Regulatory implications under Malaysian law

 

10.       CATEGORIES OF VIOLATIONS

 

Category A –

 

-        Driving under the influence of alcohol or drugs;

-        Dangerous or reckless driving;

-        Fraud, harassment, or engaged in criminal activity;

-        Identity mismatch or account sharing

-        Violation of Code of Conduct

-        Violation of License Agreement & Rules

 

Category B –

 

-        Trip manipulation or fare fraud;

-        Excessive cancellations or unauthorized trips;

-        Refusal to follow booking rules;

-        Repeated passenger complaints

 

Category C

 

-        Poor vehicle condition

-        Unprofessional conduct

-        Repeated complaints

-        Sexual harassment

 

 

10.1     Investigation process shall be -

 

-        Receive complaint;

-        Conduct internal review and evidence assessment

-        Request driver explanation (if required)

-        Apply enforcement decision

-        Immediate suspension may apply for critical safety risks.

 

11.       GRIEVANCE & DISPUTE RESOLUTION PROCEDURE

 

11.1      Complaints and dispute resolution

 

Maxim is committed to maintaining a fair, transparent and safe platform environment. Any Partner-driver, who is affected by conduct, decisions, actions, omissions, or operational matters arising from the use of Maxim may submit a complaint for review in accordance with this Clause. All complaints shall be handled impartially, confidentially where reasonably practicable, and without retaliation against any person who raises a complaint in good faith. Partner-drivers shall not be penalised solely for submitting complaints, participating in investigations, or exercising lawful rights in good faith.

 

11.2      Two-Tier complaint resolution framework

 

Maxim shall maintain the following complaint and dispute resolution structure:

 

Tier 1 – Partner-driver support resolution

 

Tier 1 shall apply to routine operational matters, including but not limited to:

 

·        Fare disputes;

·        Disputes related to commission;

·        Booking related issues;

·        Lost and found issues;

·        Account access issues;

·        Service quality concerns;

·        Technical support matters;

 

Complaints may be lodged through:

 

·        Support and Feedback section from TaxSee Driver app;

·        Email: taximaximktn@gmail.com

 

Maxim shall endeavour to acknowledge complaints within three (03) working day and resolve the matter within fourteen (14) working days.

 

Tier 2 – Appeal Mechanism

 

If a Partner-driver is dissatisfied with the Tier 1 outcome, the case may be escalated to Tier 2 and shall be submitted within fourteen (14) working days from the date of such outcome of Tier 1.

 

Tier 2 shall may include:

 

·        Outcome of Tier 1

·        wrongful suspension or deactivation;

·        sexual harassment or discrimination;

·        repeated payment disputes;

·        fraudulent activities;

·        safety incidents;

·        accident-related concerns;

·        breach of this Code of Conduct;

 

Complaints may be submitted to:

 

·        Appeal can be email at: taximaximktn@gmail.com

 

Partner-driver should provide the following evidences:

     

·          Dashcam footage

·          Police reports

·          Trip records

·          Witness statements

 

The Company shall endeavour to acknowledge receipt within three (03) working days and issue a decision within thirty (30) working days, subject to complexity and availability of evidence. The decision provided in the Appeal shall be final without prejudice to any legal rights available under applicable law.

 

11.3      Confidentiality

 

Complaint information shall be handled sensitively and disclosed only on a need-to-know basis, subject to legal, regulatory, operational, and safety requirements.

 

11.4.     Record retention

 

Maxim may maintain records of complaints, investigations, evidence, decisions, and remedial actions in accordance with PDPA and internal data governance policies.

 

12.       APP MONITORING & SAFETY TECHNOLOGY

 

To improve safety and integrity of the service Maxim may use automated and manual monitoring systems. Automated monitoring tools may assist operational decision-making; however, significant enforcement actions may also involve human review where reasonably practicable.

 

12.1     Automated monitoring mechanisms

 

Mechanisms may include -

 

-        GPS route analysis

-        Trip pattern anomaly detection

-        Cancellation behavior tracking

-        Passenger feedback analytics

-        Identity verification checks

-        Vehicle & driver document verification

 

12.2     Privacy safeguards

 

All monitoring is conducted in accordance with applicable data protection laws in Malaysia and privacy policy of the company which is available at: https://legal.taximaxim.com/privacy/?country=MY.

 

The Code of Conduct may be amended time to time. Such amendments shall be effective once they are posted on the official website and officially informed through the official channel of communication. It is the responsibility of the Partner-driver to review the Code of Conduct regularly. Partner-drivers continued usage of the service after any such amendments, whether or not reviewed by the Partner-drivers, shall constitute agreement to be bound by such amendments.

 

The original Code of Conduct is written in the English. In the event of any conflict between the English and other language versions, the English version shall prevail.