Section 5 SERU | Hamlets Training Centre

Welcome to your Section 5 SERU

Name

Business

Phone

Contacting a passenger for personal or social reasons is

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

a legitimate use of a passenger’s personal information

a misuse of a passenger’s personal information

None

Allegations of sexual assault will

result in a fine imposed by TfL

be investigated by the police

be kept confidential by the operator

None

What kind of service does TfL expect from PHV drivers?

A high-quality service

An entertaining service

A funny service

None

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

Yes, but only if it is consensual.

No, never.

Only in exceptional circumstances.

None

What is a PHV driver’s main responsibility?

Keeping the passengers entertained while they are travelling in the vehicle

Keeping passengers safe while they are travelling in the vehicle

Keeping the passengers comfortable while they are travelling in the vehicle

None

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

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

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

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

None

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

Your behaviour as a driver should (2 correct answers)

make passengers feel at ease

be professional

promote TfL

None

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

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

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

None

10.

Unacceptable behaviour by a PHV driver will result in

the driving licence being revoked

a custodial sentence

action being taken by TfL and/or the police

None

11.

Once a TfL investigation into a complaint has been completed

the PHV driver will be informed of the result

the results will be published on the TfL website

the results will remain secret

None

12.

Touching another person without their permission could be interpreted as

a minor offence

sexual assault

GBH

None

13.

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

You will have to pay a fine.

You will lose your PHV driver’s licence.

You will lose your driving licence.

None

14.

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

15.

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

Yes, if it offends you as the driver.

No, it is not.

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

None

16.

What may be of particular concern to TfL?

A complaint by a high-profile person or celebrity

A string of complaints indicating a pattern of poor behaviour

A single complaint

None

17.

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

Call 999 immediately.

Call 101 immediately.

Call the operator immediately.

None

18.

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

Making sexual remarks about the passenger’s clothes or appearance

Engaging in polite conversation

Staring at a passenger or suggesting having sex with them

None

19.

Which behaviour below is acceptable for a PHV driver?

Offering or accepting sex in place of a fare

Asking passengers how they are

Watching, displaying or sharing pornographic or sexual pictures or material

None

20.

What may happen if a complaint has been made?

The complaint will always be passed on the police

It is likely to be ignored

TfL may investigate the complaint

None

21.

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

All complaints

All complaints involving possible criminal offences

Only complaints of a sexual nature

None

22.

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

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

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

age, race, religion, sexual orientation or dietary preference

None

23.

In the course of a TfL investigation into a complaint

the police will always be contacted

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

the complaint will always be kept secret from the driver

None

24.

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

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

They will be investigated.

They will be passed on to a court.

None

25.

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

The operator or police

The DVLA

TfL

None

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