Section 5 SERU | Hamlets Training Centre

Welcome to your Section 5 SERU

Name

Business

Phone

What may happen if a complaint has been made?

TfL may investigate the complaint

The complaint will always be passed on the police

It is likely to be ignored

None

Contacting a passenger for personal or social reasons is

a common and acceptable use of a passenger’s personal information

a misuse of a passenger’s personal information

a legitimate use of a passenger’s personal information

None

What happens to complaints that are reported to TfL or the police?

They will be investigated.

They will lead to points on a driver’s licence.

They will be passed on to a court.

None

What kind of service does TfL expect from PHV drivers?

A high-quality service

A funny service

An entertaining service

None

What will happen if you are found to have acted in an unsuitable way towards a passenger?

You will lose your PHV driver’s licence.

You will lose your driving licence.

You will have to pay a fine.

None

What should you avoid as a PHV driver? (2 correct answers)

Staring at a passenger or suggesting having sex with them

Making sexual remarks about the passenger’s clothes or appearance

Engaging in polite conversation

None

What should you do as a PHV driver if a passenger is seriously ill?

Call 999 immediately.

Call the operator immediately.

Call 101 immediately.

None

Unacceptable behaviour by a PHV driver will result in

action being taken by TfL and/or the police

a custodial sentence

the driving licence being revoked

None

Once a TfL investigation into a complaint has been completed

the results will be published on the TfL website

the PHV driver will be informed of the result

the results will remain secret

None

10.

What is a PHV driver’s main responsibility?

Keeping passengers safe while they are travelling in the vehicle

Keeping the passengers entertained while they are travelling in the vehicle

Keeping the passengers comfortable while they are travelling in the vehicle

None

11.

In what circumstances may TfL suspend or revoke your PHV licence? (2 correct answers)

If the passenger making the complaint is a high-ranking civil servant

If all other corrective action or measures have been exhausted and failed

If there has been a serious complaint or a number of complaints suggesting a pattern of misconduct

None

12.

Certain characteristics are protected by law and you should not make jokes about them, including

age, race, religion, sexual orientation or dietary preference

age, race, religion, disability, sexual orientation or gender identity

age, height, hair, disability, sexual orientation or gender identity

None

13.

What may be of particular concern to TfL?

A single complaint

A complaint by a high-profile person or celebrity

A string of complaints indicating a pattern of poor behaviour

None

14.

Which behaviour below is acceptable for a PHV driver?

Asking passengers how they are

Offering or accepting sex in place of a fare

Watching, displaying or sharing pornographic or sexual pictures or material

None

15.

Is it acceptable to reject a passenger because of their sexual orientation or gender identity?

Only if the passenger is very vocal about his or her sexual orientation or gender identity.

Yes, if it offends you as the driver.

No, it is not.

None

16.

Under what circumstances are you as a PHV driver allowed to administer first aid to a passenger? (2 correct answers)

Only if you are following the instructions of the emergency services.

Only if the passenger is seriously ill.

Only if you have received appropriate first aid or medical training.

None

17.

Who can a passenger address their complaint to? (2 correct answers)

TfL

The operator or police

The DVLA

None

18.

In the course of a TfL investigation into a complaint

the concerned PHV driver may be contacted and asked about the complaint

the complaint will always be kept secret from the driver

the police will always be contacted

None

19.

Allegations of sexual assault will

result in a fine imposed by TfL

be kept confidential by the operator

be investigated by the police

None

20.

Is sexual behaviour between a passenger and a PHV driver acceptable?

No, never.

Yes, but only if it is consensual.

Only in exceptional circumstances.

None

21.

Which type of complaint must TfL licensed private hire operators report to the police?

Only complaints of a sexual nature

All complaints

All complaints involving possible criminal offences

None

22.

Your behaviour as a driver should (2 correct answers)

promote TfL

make passengers feel at ease

be professional

None

23.

What are the guidelines about entering the back of a private hire vehicle?

The driver should never enter the back of a vehicle while a passenger is travelling in it

PHV drivers can enter the back of their vehicle any time they like

The driver should enter the back of a vehicle while a passenger is travelling in it only in case of emergency

None

24.

What should you do as a PHV driver if a passenger requires help getting in and out of the car?

You should call the operator and wait for help to arrive.

You can provide physical support as instructed by the passenger, but keep it to a minimum.

You must not touch the passenger under any circumstances.

None

25.

Touching another person without their permission could be interpreted as

a minor offence

sexual assault

GBH

None

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