Section 5

Which one of the following is correct in regard to making comments and jokes?

When you have a passenger in the back of your vehicle, If you get into the back seat, which one of the following is correct?

In terms of sexual behaviour behaviour a driver and a passenger, which of the following is correct?

If a serious complaint is made against you, or if there are a number of complaints, or there appears to be a pattern of poor behaviour and all the ways to improve your behaviour have been tried but have failed, what might TfL do?

In regard to using a passenger's personal contact details, which of the following purposes you can contact them for?

When can you enter the back of your vehicle when you have a passenger on board?

If your passenger is seriously ill, which one the following is correct?

If your passenger is seriously ill, which one the following is not correct?

Please read the statement below and answer the following question. As a PHV driver, you offer an extremely important service to the travelling public. You have a responsibility to make sure your passengers feel safe when they travel in your vehicle. The way that you interact with them will affect the way they will feel about their journey with you. It is important that you are professional and deal with passengers in a way that makes them feel at ease. You should never use a passenger’s personal contact details to start communicating with them about anything other than the booked journey. Contacting a passenger for personal or social reasons is unacceptable and a misuse of the passenger’s personal information. Which one of the following is correct?

Please read the statement below and answer the following question? TfL expects all licensed drivers to offer Londoners and visitors a professional and safe service. Providing excellent customer service is an important part being a London PHV driver. It is important that each time a passenger gets into a PHV they receive a high quality of service from their private hire driver. Operators must keep details of all complaints made to them. Operators must report to the police any complaints that involve possible crimes, so that they can be investigated. Which one of the following is correct?

Please read the statement below and answer the following question. Your operator will normally deal with complaints, passengers might contact the police or TfL directly. They might also contact TfL if they are not satisfied with the way the operator has dealt with their complaint. In these cases, TfL may carry out its own investigation. If TfL does investigate a complaint that relates to you, we will provide you with the details of the complaint and ask for your comments. As soon as you have had the opportunity to respond to the complaint and TfL has made any other necessary enquiries, TfL will tell you the result of that investigation. Which one of the following is correct?

Please read the statement below and answer the following question. Other than in an emergency, you must not get into the back seat of your vehicle while you have passengers on board. If you get into the back seat, you risk making your passengers uncomfortable and your actions may be misunderstood or considered inappropriate. If your passenger is seriously ill, you should call the emergency services on 999 immediately. You should not try to physically check the passenger or administer first aid yourself unless you are following the instructions of the emergency services or a medical professional, or you have had appropriate first aid or medical training. Which one of the following is correct?

Please read the statement below and answer the following question. No type of sexual behaviour between you and a passenger is ever acceptable, even if both of you agree to it. TfL takes this issue extremely seriously. TfL or the police will fully investigate all complaints and reports, and they will take appropriate action. You will lose your licence if you are found to have acted in an unsuitable way towards a passenger. Which one of the following is correct?

Please read the statement below and answer the following question. Your passengers expect to be treated in an appropriate way. Think about your actions and how they might affect a passenger. Avoid any behaviour that might be understood as being sexual, no matter how good your intentions are or how harmless you think your behaviour is. Which one of the following is correct?