Section 5 SERU | Hamlets Training Centre

Welcome to your Section 5 SERU

Name

Business

Phone

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 passed on to a court.

They will be investigated.

None

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

Call 101 immediately.

Call the operator immediately.

Call 999 immediately.

None

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

Making sexual remarks about the passenger’s clothes or appearance

Staring at a passenger or suggesting having sex with them

Engaging in polite conversation

None

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

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

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

None

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

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 must not touch the passenger under any circumstances.

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

None

Touching another person without their permission could be interpreted as

sexual assault

a minor offence

GBH

None

Your behaviour as a driver should (2 correct answers)

make passengers feel at ease

be professional

promote TfL

None

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

No, never.

Only in exceptional circumstances.

Yes, but only if it is consensual.

None

10.

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

TfL

The operator or police

The DVLA

None

11.

Contacting a passenger for personal or social reasons is

a misuse of a passenger’s personal information

a legitimate use of a passenger’s personal information

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

None

12.

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

Only if the passenger is seriously ill.

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

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

None

13.

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

14.

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

15.

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

16.

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 have to pay a fine.

You will lose your driving licence.

None

17.

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

18.

Once a TfL investigation into a complaint has been completed

the results will remain secret

the PHV driver will be informed of the result

the results will be published on the TfL website

None

19.

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

20.

Allegations of sexual assault will

be investigated by the police

result in a fine imposed by TfL

be kept confidential by the operator

None

21.

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

22.

In the course of a TfL investigation into a complaint

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

the police will always be contacted

the complaint will always be kept secret from the driver

None

23.

What may be of particular concern to TfL?

A string of complaints indicating a pattern of poor behaviour

A complaint by a high-profile person or celebrity

A single complaint

None

24.

What kind of service does TfL expect from PHV drivers?

A high-quality service

A funny service

An entertaining service

None

25.

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

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

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

age, race, religion, sexual orientation or dietary preference

None

Thank you for taking - Section 5 SERU.

Time's up

Time is Up!