Lalamove Addresses Fraud Concerns with Driver Facial Recognition and Government Support

Lalamove Philippines has taken decisive action to tackle fraudulent activities amid reports of driver accounts being sold or shared. To assure customers of safe and reliable deliveries, the leading on-demand delivery platform is reinforcing security protocols while working closely with the Department of Information and Communications Technology (DICT).

Facial Recognition Feature for Enhanced Security 

As part of its anti-fraud measures, Lalamove has introduced facial recognition verification feature within its Driver App to ensure that only authorized drivers can access the platform.

All partner drivers must verify their identity through a facial scan before accepting bookings, ensuring that only legitimate drivers handle deliveries. The feature reinforces driver accountability and works in tandem with other monitoring systems, including manual reviews and activity trend analysis.

Drivers with mismatched information are subject to routine monitoring and are added to a watchlist, which triggers further investigation to prevent potential misuse. Offenders identified through these measures will be permanently banned from the platform under Lalamove’s one-hit policy.

Zero Tolerance for Fraud 

With the new facial recognition feature in place, Lalamove’s stand is clear: selling or sharing driver accounts is strictly prohibited by the platform.

Lalamove Philippines Managing Director Djon Nacario emphasized, “Through our facial recognition feature, we can ensure that only authorized and verified partner drivers have access to the platform, ensuring a fair environment for all consumers. This initiative, with the support of DICT, reflects our zero-tolerance stance on fraudulent activities and our commitment to protecting both partner drivers and users.”

He also clarified that the feature complies with the Data Privacy Act of 2012, ensuring that the personal information of our partner drivers is handled securely while giving customers peace of mind.

Anti-Scam Tips for App Users

With the holiday season coming in, Lalamove encourages users to carefully and religiously double-check partner driver details—including name, photo, plate number, and vehicle information—before releasing items. If anything seems off, customers should report the issue immediately via Lalamove’s in-app Live Chat and reassign the order to another partner driver using the app’s "Find a New Driver" option.

“We deeply appreciate the trust and patience of our customers, especially the small businesses that rely on us daily,” Nacario added. “Our commitment remains strong and true – to providing a safe, reliable, and secure service to support livelihoods and keep deliveries running smoothly for the communities we serve.”