The mishandling part comes from Grab's misguided plan to make the traumatized sexual harassment victim with the sexual harasser. A commenter even said

"It’s like you are trying to form a public opinion on this. Just report it to the police to be investigated. Don’t make it look like the victim doesn’t want to fix the problem.”

This is also not the first time Grab's driver has sexually harassed their passengers. From kissing, sexually testing their passengers, and more.