Section 5 SERU | Hamlets Training Centre

Welcome to your Section 5 SERU

Name

Business

Phone

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

You will lose your driving licence.

You will lose your PHV driver’s licence.

You will have to pay a fine.

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Once a TfL investigation into a complaint has been completed

the results will remain secret

the results will be published on the TfL website

the PHV driver will be informed of the result

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

Engaging in polite conversation

Making sexual remarks about the passenger’s clothes or appearance

Staring at a passenger or suggesting having sex with them

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

They will be passed on to a court.

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

They will be investigated.

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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

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Unacceptable behaviour by a PHV driver will result in

action being taken by TfL and/or the police

the driving licence being revoked

a custodial sentence

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Allegations of sexual assault will

be investigated by the police

result in a fine imposed by TfL

be kept confidential by the operator

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Contacting a passenger for personal or social reasons is

a legitimate use of a passenger’s personal information

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

a misuse of a passenger’s personal information

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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.

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10.

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

Yes, but only if it is consensual.

No, never.

Only in exceptional circumstances.

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11.

Your behaviour as a driver should (2 correct answers)

make passengers feel at ease

promote TfL

be professional

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12.

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

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

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

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

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13.

What may happen if a complaint has been made?

TfL may investigate the complaint

It is likely to be ignored

The complaint will always be passed on the police

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14.

What kind of service does TfL expect from PHV drivers?

A funny service

A high-quality service

An entertaining service

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15.

Touching another person without their permission could be interpreted as

sexual assault

GBH

a minor offence

None

16.

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, sexual orientation or dietary preference

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

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17.

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

The DVLA

TfL

The operator or police

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18.

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

Only complaints of a sexual nature

All complaints involving possible criminal offences

All complaints

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19.

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.

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20.

What may be of particular concern to TfL?

A single complaint

A string of complaints indicating a pattern of poor behaviour

A complaint by a high-profile person or celebrity

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21.

In the course of a TfL investigation into a complaint

the complaint will always be kept secret from the driver

the police will always be contacted

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

None

22.

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 you have received appropriate first aid or medical training.

Only if the passenger is seriously ill.

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23.

Which behaviour below is acceptable for a PHV driver?

Watching, displaying or sharing pornographic or sexual pictures or material

Offering or accepting sex in place of a fare

Asking passengers how they are

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24.

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

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25.

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

Call 101 immediately.

Call the operator immediately.

Call 999 immediately.

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Thank you for taking - Section 5 SERU.

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