POLICY STATEMENT
It is our policy to provide a safe and reliable service that our customers are pleased to use.
We believe that the commitment to provide prompt, safe and reliable transport of both passengers and goods is paramount.
This commitment includes the provision of adequate internal resources and backup facilities to ensure that this policy is maintained.
The basic concept of meeting our obligations by working together in harmony with staff, drivers and customers is an essential element in the pursuit of this policy.
We endeavour to continually improve the Quality of Service to meet our customer’s needs.
This policy is communicated to company personnel at all levels.
We expect all company personnel to be responsible for the quality of their work, and that all company personnel must have a positive attitude and commitment to quality as a whole and to respond quickly and effectively to achieve the performance standards required of them.
Whilst the Company has given total commitment to providing a quality service, we should point out that safety, fire regulations, COSHH (Control of substances hazardous to health), product safety, statutory requirements and user safety take precedence over all Quality System procedures. Where there is any problem in this respect it should be brought to the immediate attention of the Managing Director.
INTRODUCTION
This manual is issued to all trainee drivers. It is intended as a guideline to illustrate the aims of the companies and the procedures that drivers are expected to follow.
Taxis are a major component of public transport in the UK carrying millions of passengers a year. The taxi industry have recognised that the ‘without the customer we do not exist‘ statement contains a profound message that successful service industries ignore at their peril.
Our service has been created for the customer, Taxi drivers can make a good living from our loyal passengers but drivers are expected to maintain the quality service levels those customers rightly expect.
We have placed a strong emphasis on providing a service that is reliable, readily available, at all times courteous and giving our customers a secure, safe, clean and pleasant atmosphere in which to travel.
Our objective is that together we will operate a business that is professional, efficient, reliable and above all, caring and trustworthy.
Health and Safety at Work
The Company has a written policy statement. All personnel are given a Health and Safety Manual; it is your duty to make yourself aware of the policies contained therein.
Quality Assurance
We operate a Quality Management System that meets the requirements of ISO 9001 2000. A copy of the Policy Statement can be seen on page 2.
Relevant copies of manuals and company procedures are available to all members and subcontractors of the company. You are expected to operate within these guidelines at all times.
Licensing Laws
City, Town, District and Borough Councils have licensing departments to handle the administration of both the Private Hire and Hackney Carriage industry. The same department also handles both vehicle and driving licenses. It is important to remember that legal conditions apply to both your licence and vehicle plate. These are clearly shown on the rear of the licensing certificates issued to you and it is imperative that you make yourself familiar with these legal conditions.
The council provide enforcement officers to police the industry. Please treat these officers with respect and in the event you are dissatisfied with any treatment you receive please contact the office and we will assist with any problem that may exist.
Private Hire drivers cannot be hailed or stopped in the street by a 'would be' passenger. All journeys have to be pre-booked through the Company. The Council are responsible for ensuring that private hire drivers do not ply for hire, which is an arrestable, criminal offence. Plying for hire is an activity that will not be tolerated by a Company and will result in instant dismissal.
You are guilty of an offence by indicating to a 'would be' passenger that you are free to carry them. That in a nutshell, is plying for hire. You are also guilty of an offence if you tell that person to ring the office to make a booking for you to carry out the journey. You can take a return or another booking from your passenger at the end of or during a journey; this is legal and is classed as a continuation of the journey.
In simple terms, unless the customer is pre-booked and the job is given to you via your data screen then you cannot carry that person legally. Be polite and advise the would be customer that you are unable to carry them, suggest that in future they ring the office and make a booking in advance. Then MOVE OFF as you may be subject to an attempt at entrapment. Remember, you do not have to carry the 'would be' passenger to commit an offence; you only have to indicate that you are free to do so.
Conduct
Please remember that whilst driving for the company you are the public image of the Company. We expect you to conduct yourself accordingly.
Appearance
All drivers will maintain a high quality professional image
Drivers and staff are expected to wear only company issue uniform (Jackets, jumpers, ties and epaulettes).
Male drivers must wear navy blue or black formal trousers, black formal shoes, white shirt, black socks and if a belt is worn it must be black.
Female drivers may wear navy blue or black skirts in place of trousers.
Company issue ties must be worn if epaulettes are not visible under company issue jackets or jumpers.
Male drivers are not permitted to wear earrings.
Visible tattoos are not permitted.
Personal hygiene must be maintained.
Drivers must be clean-shaven at the commencement of their shift. Beards are permissible – ‘designer stubble’ is not.
Smoking
To create a healthy, clean and pleasant atmosphere for our customers, smoking is STRICTLY PROHIBITED in all vehicles. This is a condition of many of our contracts and it also helps to keep vehicles in good condition. Any driver caught smoking in his/her vehicle will be disciplined for gross misconduct. In the event of a customer starting to smoke they should be politely asked to refrain from smoking for the duration of the journey.
Alcohol and Drugs
Despite significant progress in reducing the numbers of drink drive casualties, one in seven road deaths is related to people mixing alcohol and driving.
But it’s not just alcohol that impairs our ability to drive – drugs (illegal and prescribed) are capable of reducing our performance, and increasing the risks we present to others and ourselves.
A driver found to be under the influence of alcohol or drugs whilst on duty will face instant dismissal and will be reported to the relevant authorities. You are also requested to be aware of the relevant drink-drive laws and the time required for alcohol to clear one’s system. Any convictions or endorsements/loss of licence relating to this subject will lead to disciplinary action.
Foul Language
Foul language and triviality over the radio are totally unacceptable. The use of the system for non-company business other than emergencies is prohibited.
Driving Standards
Our customers wish to travel in a comfortable and safe fashion. You are expected to drive in a non-aggressive, professional manner that allows the customer to be relaxed and at ease, with you in full control. Please remember that your actions whilst driving a vehicle reflect on all your colleagues and the company as a whole, so please conduct yourself accordingly.
Private Hire / Hackney Carriage ID Badges must be worn at times whilst on duty.
The hallmark of a bad driver is impatience. Taxi drivers are not driving instructors and should not travel our roads telling people off for what they consider bad driving. Gestures to other motorists serve no purpose and only highlights the deficiencies of the person making the gesture. The professional driver will always remain calm, make allowances for other people’s errors and retain the high ground in any incident by keeping control of one’s feelings.
The use of a horn is counter-productive and serves no useful purpose. It is one instrument that could be removed from a vehicle and never be missed by the good driver and intelligent motorist.
WHAT ARE THE QUALITIES OF A GOOD DRIVER?
Responsibility, concentration, anticipation, patience, confidence
Responsibility: Proper concern for yourself, your passengers and other road users
Concentration: If you let your mind wander the risk of making a mistake increases
Anticipation: Means the ability to act promptly to fit in with what other road users are doing
Patience: Never drive in a spirit of retaliation
Never let bad temper or impatience over-ride your good road sense
Confidence: You have to be sure of what you are doing
You have to act positively confidence grows with experience
Never be over confident
Courtesy goes a long way
Promote both yours and the company image, e.g. on approaching a junction and should conditions allow, let other drivers out.
Maintain lane discipline, if you have made a mistake indicate an apology to the other motorist.
Never use your horn as a sign of disapproval.
Never make abusive gestures.
Obey the speed limits; many taxi drivers lose their livelihood accumulating speeding points.
Signal your intentions early i.e. Signal, manoeuvre not vice versa.
Never, ever tailgate. Only fools and poor drivers do.
Remember – You are easily identifiable, with company signs all over your vehicle.
Irate motorists will ring your office and they will investigate every complaint.
THE CUSTOMER
Courtesy to Customers
Drivers are expected to extend courtesy to every customer:
Greet your customer with Good morning / afternoon / evening.
Address them as Sir / Madam.
Carry luggage, shopping, pushchairs and you place the item in the boot.
Give your customer the choice of front or rear seat.
Open the door for the customer.
Ensure that the customer and their clothing are inside the vehicle before carefully closing the door for them.
Ensure the journey is carried out in comfort and safety.
Avoid controversial topics of conversation, such as sex, politics or religion.
Do not chew gum.
Do not play music or have the radio on unless the customer specifically requests it.
Ask the customer if the heating level meets their requirement.
Point out places of interest to customers, especially to those new to the city.
At the end of the journey offer a receipt, a business card and the opportunity of a return booking.
Most importantly, smile and thank the customer for using your company.
INDIVIDUALS WITH SPECIAL NEEDS
The Physically Handicapped
When dealing with people regularly you will meet some individuals who are physically handicapped in one way or another. Many people feel awkward if they have to deal with handicapped customers. Whilst this may be understandable - especially if you have no experience of dealing with handicapped people, there is really no need to see this as a problem. The important thing to remember is to not be patronising or treat people as if they are less intelligent just because they have a physical handicap. Remember that they are used to dealing with their handicap and they do not feel embarrassed.
• Be ready to open the door of your vehicle.
• Do not rush them or appear impatient.
• Apart from being attentive, thoughtful and prepared to help when necessary, concentrate on the person rather than the disability.
• When assisting a wheelchair bound customer ensure that the waist belt and footrests are in place.
• Never tip a wheelchair forward if you have to go down a step or off a kerb. It is easier and safer to reverse a chair down steps.
• Ensure that your vehicle is a reasonable distance away from the kerb in order that your passenger may find access to your car easier.
• Always lift the footrests before your customer stands (to prevent them falling over).
Once the customer is in the vehicle you will need to collapse the wheelchair before stowing it in the boot. It is a simple process – First, remove the footrests and cushion, lift the material on which the cushion sat, one hand pulling the front, the other the rear. This automatically collapses the chair.
There are two pins under the wheelchair handles that have to be pressed downwards – this collapses the handles. Stow the chair.
On arrival at the destination, re-assemble the chair. Ensure the brakes are on until the customer is in the chair.
Customers on Crutches
When you have to collect a person on crutches, ensure the front passenger seat is as far back as it will go.
• Open the door for them and stow their crutches in the rear or boot of the vehicle.
• Offer assistance with the seat belt and close the door for them.
• On arrival at the destination - alight the vehicle, open the door and assist them to their feet.
• Retrieve the crutches and hold them in position (open end of arm holes facing forward) until customer is ready to proceed.
Our Senior Citizens
• Assistance should always be provided.
• Never rush them; a six-foot walk from your vehicle to the gate can be a terrifying experience to someone who has had a fall.
• Elderly customers can be confused about their destination, be patient, and speak gently, calmly and deliberately.
• Open and close doors for them.
• Offer assistance with their seatbelts.
• Escort them to their door if they are unsteady on their feet.
• Carry any luggage or shopping for them, no matter how light it may seem to you.
• When assisting from a vehicle, never pull an elderly person by their wrists. Place your hand in the small of their back and ease them towards you. Ensure they are steady on their feet before you leave them.
• Always show elderly customers the currency note they have given to you and count out their change to them.
Children
Taxi drivers deal with children on a daily basis. Those accompanied by an adult are usually less of a problem (unless they are misbehaving and their parents are ignoring their actions). Unaccompanied children, such as those carried on school runs may be in need of assistance.
Bear in mind that some children may ask you to take them to a different destination to that displayed on your data screen, always check with the controller.
Children must wear seat belts – it is your legal responsibility to ensure children 14 and under wear a belt.
Activate your child locks.
If you get to know a child well, address him/her by name, just as you would an adult. Remember they could become a regular, adult customer!
If a child is misbehaving and is unaccompanied, speak firmly – there is no need to shout.
The Deaf
Bear in mind that you won’t know that someone is deaf (unless they tell you) as there are no visible signs. If you think this may be the case make sure you look at the person when you speak to them (in case they lip read) and speak relatively slowly and clearly. Do not shout!
The Blind or Partially Sighted
Speak as you approach to avoid startling them. Your voice will also guide them towards you. Someone who is completely blind will carry a white stick. If you wish for a blind person to follow you, ascertain if it is their wish to be guided by you – do not simply grab hold of their arm. When approaching steps, say whether they run up or down and how many there are.
The Mentally Handicapped
People with a mental handicap may have difficulty in conveying what they want or making you understand them, as their vocabulary may be limited. Be patient. They normally know what they want but may need time to cope with the situation.
More and more mentally handicapped people are travelling by taxis to day centres, hospitals and drop in centres – look after them.
Foreign Visitors
Other persons with special needs include customers who do not speak English very well, if at all. In this instance you may struggle to discover what he or she really wants.
• Listen carefully and speak slowly
• Use simple English and avoid long sentences
• Repeat carefully what you think is meant, to check that you are correct
• Give them a business card on arrival at their destination
• Issue a receipt (many foreign customers will require a receipt but may not be familiar with the word in English – would you know the equivalent in Spanish, French, German or Italian?
• Thank your customer. (If you know the phrase in their language, use it)
Spanish: Muchos gracias (Moo-chos grah-theeas), French: Merci beaucoup (Mehr-see boe- coo), Italian: Milo grazi (Meelow grah-zee), German: Danke schon (Dankuh shun)
Account Customers
If you receive an account job from the office, it will be clearly indicated as such by the account name/number. When a customer wishes to travel on an account facility but fails to advise at time of booking, you must get clearance from the office before commencing your journey. Always ensure the office has authorised the booking to be altered. Fill in every box on the docket EXCEPT THE PRICE (write details and any comments on the reverse); failure to do so may result in you not receiving payment for the journey.
NEVER COMPLAIN TO ANYONE ABOUT BEING GIVEN A DOCKET FOR YOUR JOURNEY – THIS WILL RESULT IN DISMISSAL
CUSTOMER COMPLAINTS
Although we strive for total quality of service, there are going to be occasions when things go wrong. Customers will often forgive mistakes and continue to use us if we react positively and make every effort to rectify the problem.
A customer who complains about poor service is a better customer than one who switches to another company without giving us the opportunity to investigate the cause of the problem and to put things right. People react differently when things go wrong. If we handle customer’s complaints correctly we will have a stronger relationship afterwards than if there had been no complaint in the first place.
Quick appropriate action is essential to placate a customer
When something goes wrong a driver is expected to apologise on behalf of his colleagues and the Company (not shrug shoulders and say, ‘it is not my problem’ or ‘it’s nothing to do with me’.
Controllers have been given permission to authorise the drivers to make a ‘no charge’ in cases of severe lateness. If travel connections are missed due to an error on our part, it is company policy to take the delayed passenger onto their ultimate destination, free of charge.
Disputes as to whose mistake it is are futile and are to be avoided. It is an argument that can never be won – only a customer we could lose.
In the event of a customer complaint against you, the incident will be properly investigated. Where it is found that a driver’s actions were inappropriate, it is company policy to refund the whole fare and/or give flowers or wine, subject to the nature of the complaint. Recent figures show that we only receive 100 complaints per 100,000 journeys. This is because our service and drivers are exceptional, but we must strive to reduce this number even further.
If a driver is summoned to appear at a disciplinary hearing for an offence in relation to a customer or the infringement of company rules then the company may issue verbal or written warnings. In some circumstances the company may dismiss a driver.
There is an appeal process in place for such disciplinary actions to the Managing Director who can revoke the warning or dismissal at his discretion.
LOST PROPERTY
After each completed journey you should undertake a visual inspection of the interior of your vehicle. Any lost property found in your vehicle should be reported to the duty controller and the item in question should be taken to the nearest police station and a receipt obtained – EXCEPTION In London the PCO insists that lost property be taken to the office of the company you work for and details entered into a lost property record.
*DO NOT BRING LOST PROPERTY INTO THE OFFICE*
Business Cards
Business cards are an excellent way of promoting the company. As a matter of course give every customer a card. Do not give them the option to refuse by saying, “Would you like a business card?” instead give them their change and say, “Here is a card should you need us later”. Those individuals here on business or first time visitors, providing you have given them good service, will at least use us on their return journey.
VEHICLES
Office procedures
Please park neatly in an available space at the side of the building (do not park on the forecourt).
Respect local residents right to park outside their homes.
Do not leave your vehicle blocking a fire exit.
If you have to leave the premises, leave your key with the Duty Controller in the event your vehicle needs moving or an alarm immobilised.
If a company vehicle has a defect rendering it unsafe or unreliable the keys should be handed to the Operations Manager or Duty Controller who will log details of the defect on a nonconforming product record form and attach a nonconforming product label.
Safety & Security
It is extremely important that all taxi drivers, especially those that are new to the industry, understand the dangers involved and learn how not to become a victim of crime.
There are many reasons why you are at a greater risk of assault or robbery whilst at work.
These reasons are:
• You work alone
• You work all types of shifts including nights
• You work in isolated areas
• You always have ready cash
• You are always dealing with strangers
• The very nature of your service requires you to deal with everyone
Basic Safety Rules
Radio and the Controller
• The most important piece of equipment in your vehicle is your radio/datapad because it links you with your controller. The controller is your ‘lifeline.’
• They are the ones who will get you help if you are in trouble
• They are the ones who will ‘sense’ you are in trouble and assist you
• They are the ones who will give you accurate information if you need it.
• They are the ones who will keep you informed about what is happening
• Have a pre-arranged code word in place or enter the appropriate code on your datapad to warn the controller of a potential problem, without raising the suspicions of the passenger
Be alert and aware
• You must keep yourself aware of what is going on around you at all times, whether you are parked or driving.
• Be aware of who is around you when parked in the street. If you don’t you may be giving someone the chance to sneak up on you and catch you by surprise.
• It is essential that you make eye contact with each and everyone of your passengers as they are entering the vehicle. This sends a subtle message to them – ‘I see you. You see me. I can identify you if I need to.’
• All passengers potentially pose some level of risk to you. Read them, assess them, then act accordingly. You must remember this point: never underestimate anybody!
Be alert to the security of your vehicle.
• Do not leave it unattended with the windows open, door unlocked or the keys left in the ignition (especially on filling station forecourts).
• Do not wear any type of expensive watch, neck chains or bracelet. If you do you may be providing the motivation for a person to rob you.
• If a person offers you a large denomination banknote, advise him that you will take him to get it changed at a nearby garage. Do not show him that you have money to change it.
• Windows should be open enough to speak to people without them being able to reach through and cause injury or take property such as the ignition key
• Remove all valuables, moneybags, etc when parking up at the end of a shift.
• Thieves are aware that taxi-drivers leave money in their vehicles and target them accordingly.
• If you have a car alarm – activate it.
Working at night
• The most dangerous times for you to operate are during the evenings and at night. At this time there are few people around as witnesses and more people will have been drinking alcohol.
• Even though these can be the most tiring hours you cannot afford to be careless and unaware. You must maintain a high state of alertness during these times.
Be aware of vague instructions
• It is important that the customer gives you a fixed destination that they are going to before you drive away.
• If they are unsure and hesitate, read this as a sign that you should be alert to what they are up to. If they say, “just start driving, we will tell you the way,” this is a classic danger signal to you. Do not move, just politely advise them that the company policy requires you to get an exact address.
• When they do give you an address use your radio and advise the contoller of the destination address. This will serve three purposes, firstly, it will warn the controller that you may have a problem, secondly, it will appear that you are telling the truth about your company policy and thirdly, it will give the passenger the understanding that the controller and others know where you are going. By doing this, you assume control of the passenger and the situation.
• Should the customer suddenly redirect you en route you should immediately alert your controller to the new address.
Be careful of passengers seated behind you
Never let passengers sit directly behind you, if at all possible. Ask the person to move over to the left side of the seat, use any reasonable excuse e.g., to balance the car, company policy, or whatever you need to politely get them to move. Fit a convex rear view mirror that replaces or fits over the existing one. This will allow you 100% rear seat visibility. It also sends a message to the customer that you can see them.
Never tell customers that you have had a good shift
Never tell an enquiring customer that you have had a good day/night and made multiple journeys and money. Most people just want to make conversation but on the other hand may be probing you to see if you are worth robbing. Gently change the subject.
Carry a spare key
It is a good idea to have a spare key to the vehicle in your pocket. An offender may throw your keys away before making off, thinking tht they are depriving you of mobility. This way, should they leave the ehicle or dump it a short distance away, you can get it going after they have left and get assistance.
Do not resist
Offer no resistance – if you do, the situation may escalate drastically. Remember – the offender wants your money, maybe the car. Give it to him, do not resist.
Vehicle Maintenance
Interior:
• Always ensure the interior of your vehicle is vacuumed on a daily basis
• Ensure the cockpit is dust free and free of clutter
• Ensure the seats are stain and hair free
• Carry adequate cleaning materials
• Carry a blanket to avoid pet hairs being transferred to your next passenger
•
Exterior:
• A clean car exterior is reflected in a driver’s personal appearance
• Ensure wheels are clear of brake dust
Engine:
• Check oil levels every day before you commence your shift
• Check water levels when the engine is cold
• Don’t wait until the tank is empty before you refuel
• Fill vehicle with fuel before commencing shift
• Keep screenwash reservoir topped up and add anti-freeze agents during the winter
• Ensure coolant level topped up
• Ensure vehicle servicing is carried out as per manufacturers recommendations
• Ensure brake fluid topped up at least once a week
• Ensure that the battery is well maintained
Lights:
• Ensure all bulbs are operational (including roof signs) and that spare bulbs are
• carried to replace non-functioning ones.
Tyres:
• Cars MUST have a tread depth of at least 1.6mm across the central three-quarters of the breadth of the tread and around the entire circumference
• Ensure the manufacturer’s correct tyre pressure is used
• No bulges, splits over one inch or canvas showing
• Radials and crossply must not be mixed on the same axle. If both types of tyre are
fitted to the vehicle then the radial must go on the rear axle
• Mounting kerbs (especially at speed) puts tracking out of alignment, increases the
• effect of tyre wear and is the main cause of potentially lethal, tyre blow-out
Windscreen:
• Ensure windscreen is clean for maximum visibility
• Stone chips increase the likelihood of windscreen breakage
• Cracked windscreens must be replaced
• Ensure wipers are replaced as often as necessary
• Remove any obstructions from the dashboard that may obstruct vision
TOOLS OF THE TRADE
All drivers are expected to bring the following items with them to work:
• Notepad and pens
• Cash float (approximately £20.00 in change)
• Local, regional and UK maps
• Current tariff card
• A torch or lamp
• Business cards
• Company dockets
• Driver manual
• Health and Safety manual
• Public Liability insurance certificate
• A blanket or seat covering
• A valid certificate of insurance
• Private Hire/Hackney Carriage Vehicle licence
• Private Hire/Hackney Carriage Driver licence
• DVLC driving licence/card
• A charged mobile phone
Personal Possessions
• In an attempt to provide a clean and comfortable environment, the driver’s personal possessions should be kept in the glove box, door storage compartment or the boot
• Newspapers and books kept on the dashboard look unprofessional. Always keep the passengers space clear of your possessions.
Passenger Numbers
• Always ensure that you do not carry more passengers than your vehicle’s plate denotes. You will be in contravention of your Private Hire/Hackney Carriage Vehicle licence and your vehicle insurance should you do so.
• The only exception to this is that two children (under the age of two years) may be carried in addition to the number specified on your private hire plate.
Seat Belts
• All passengers, front and back, should wear seat belts and the wearing of seat belts by those passengers of fourteen years (or younger) is the legal responsibility of the driver.
• The driver of a Hackney Carriage vehicle is exempt from the seat belt laws. However, when driving a Private Hire vehicle, the driver is only exempt when there is a passenger aboard.
• Everyone knows they should wear a seat belt in the front seat but many people still don’t realise how dangerous it is not to wear a seat belt in the back.
• In a crash at a relatively low speed of 30mph, an adult back seat passenger is thrown forward with the force of three and a half tonnes – that’s the weight of an elephant!
• It’s not hard to see why an unrestrained back seat passenger has a good chance of being killed and of killing the person sitting in front of them.
• Having a Hackney Carriage/Private Hire Licence and driving without a seatbelt would not prevent you from flying through the windscreen when involved in an accident – BE SAFE, BELT UP.
Accidents
In the event of an accident, you can do a number of things to help, especially with your first aid training.
Deal with Danger
Further collisions and fire are the main dangers following an accident. Approach any vehicle with caution, switch off the engine and if possible warn other traffic.
• All accidents/collisions must be reported immediately, however minor.
• If any damage is caused to a third party, you/we must notify the owner of the vehicle
• Any accidents involving personal injury must be reported to the Police immediately.
In our industry accidents do happen; we accept this and act accordingly, what we cannot accept is not being notified.
ON THE ROAD
Contacting the customer
The first stage of contact between you and the customer is the moment the doorbell is rung or the door knocked on. A few helpful tips will assist in good customer relations.
Do not ring/knock and then walk away, wait until the customer comes to the door.
If it is late or in the early hours it is advisable to knock gently at first, the customer is often waiting. A shrill ring of the doorbell or loud knocking can wake the whole house and put the customer on the defensive.
If you are early, advise the customer that you realise you are early and will wait, offer to take any luggage they may have.
If your customer is some 5-15 minutes over the booked time, remain professional and calm. Do not become frustrated, if you feel it is necessary seek advise from the controller.
Correct use of the taximeter
The general rule is that the meter is turned on as the wheels start to turn. A customer who is a little late should not be penalised by a driver activating the meter whilst waiting for the customer. Remember, when we are late we do not offer a discount. Taxi fares give a rewarding living. More and more passengers are using us in preference to taxi companies who have no consideration for their customers. Don’t throw away a customer for a little short-term gain that will turn into a long-term loss. Look after our customers and they will certainly look after you. Customers invariably tip you extra if you have had to wait, invest in your future prosperity with a little courtesy.
Radio and Data system
The radio and data pad are the communication tools of this organisation. It should be treated with the relative importance. Conduct must be professional in the use of this system.
Be patient when waiting for the controller to respond to your enquiry, there are a lot of you!
Always read every page on your data display screen.
System Failure
There will be times when the computer system fails. At times such as these jobs will be despatched by voice and it is essential that the details you are given be written down. The controller and telephone operatives will be under considerable pressure and the last thing they need in such circumstances is a driver on enquiry asking, ‘What was that house number?’
During a system failure enquiries should be kept to the absolute minimum.
Confidentiality
At times you will overhear customers’ conversations: these should be regarded as private and confidential (unlawful activities are exempt from this rule).
Fares Collected
We accept the following in payment for fares:
• Cash
• Cheques (when accompanied with a valid cheque guarantee card)
• Credit Cards (not debit cards), see page 17
• Dollars/Euros (check with office for exchange rate)
• As directed by the company from time to time
• Account dockets
Long distance fares
For all long distance, you should consider asking customers unknown to you for a deposit (the approximate total fare) before leaving. Use your discretion, a family on the way to an airport laden down with luggage are a different proposition than an unknown customer from a pub.
Those customers who refuse to pay in advance are generally those who do not intend to pay.
No Fares
If a customer has not been picked up within five minutes of the booked time, the driver must inform the controller, who will then check the relevant information. You will either be told to pull away or to continue to wait, do not log yourself back into a zone.
Before pulling away from a residential address, post a company business card through the letterbox, indicating that we have called.
Credit Cards
Credit cards are an international currency that Taxi drivers must accept. There are surcharges to the customer.. Your company will treat credit card slips as cash. Gratuities may be added to the credit cards at the request of the customer.
You are issued with detailed instructions with the credit card imprinter. It is imperative that you follow these instructions to the letter. Failure to abide by the simple instructions on how to fill in the credit card slip may well lead to the payment being disallowed by the clearing merchants.
PERSONAL SAFETY
‘Runners’
When a passenger runs off without paying, you should remain in your vehicle, do not give chase, call for assistance; the controller will ring the Police (who will attend if possible). Be observant on these occasions; make a note of all the information you can remember (Names used, description, clothing, height, distinguishing marks/tattoos, etc).
Collecting the right customer
Please use your judgement where customers are concerned (evening drivers should always keep their doors locked before a pick up). Always ask the customer to divulge their name to you first at busy locations to ensure you have the right person.
If friends carry someone out of a pub, under no circumstances should you let that person into your car, let the landlord who sold the drink sort things out. ‘Controlling’ customers is something that needs to be done politely, courteously and in a calm manner.
HEALTH AND SAFETY
First Aid
As part of training and a condition of being a Taxi driver you should undertake a first aid course. Taxi drivers are often called upon to assist passengers or help at roadside accidents. A first aid qualification is an admirable achievement for anyone to attain. In the home it can be invaluable and the qualification sets us apart from other taxi companies who are not prepared to invest in their drivers or to enhance their customer care programme.
Manual Handling
Just because we have been lifting and carrying things all of our lives it does not follow that we have been doing so safely or that, with the changes that occur naturally in the body, we can continue to handle items in the same way.
Although there is formal training and guidance in manual handling techniques the following guidelines and hints should be observed:
The Load
• Always check the weight and balance of an item before trying to lift it.
• Check the item for sharp edges, staples, etc that could cut your hands or pierce your skin.
• Check the stability of the load.
• Check for gripping points (if any).
• Check any wrapping or packaging to ensure it is secure.
The Route
• Check your route for uneven surfaces.
• Check your route for tripping or slipping hazards.
• Try to ensure that the route is as straight as possible.
• Check your route for obstructions.
The Lift
• Always use safe lifting techniques.
• Bend your knees, not your back.
• Keep your back straight (but not necessarily vertical) whilst lifting and carrying items.
• Where possible, when you grip the item, one hand should be advanced in front of the other.
• To maintain balance, when lifting, one foot should be advanced in front of the other.
• Wherever possible, keep your elbows close to your body during the lift.
• Try to hold the item as close to you as possible.
Mobile phones
Mobile phones can be invaluable to a motorist in an emergency and are a valuable security tool. However, they can be highly distracting and the use of a mobile phone whilst driving dramatically increases the risk of an accident and the new law incurs a fine and points.
Avoid taking calls. If you must answer, pull over, tell the caller you are driving and will return their call when you are in a safe position to do so. Fit a hands free device in your car.
Tiredness
• Never commence a long journey if you are already tired.
• Do not accept a long journey if you are more than halfway through your shift.
• Remember that opening a window or playing music has little effect in combatting tiredness.
• If you feel tired on the return leg of a journey, stop in a safe place (not the hard shoulder) and drink a caffeine based drink (tea, coffee or cola) and have a nap.
• Tiredness kills and is the cause of 10% of all accidents.
Breaks and Mealtimes
You must give the duty controller adequate warning of your intention to take a break.
End of Shift
On completion of a shift you must notify the duty controller who will give you permission to log off.
IMPORTANT TIME SCHEDULES AND PRACTICES TO BE ADHERED TO
• Irregular days off must be notified to a controller in advance (not on the day).
• Notification of sickness should be made at the earliest opportunity. The office requires an original doctor certification of sickness at the time. Retrospective sick notes are not acceptable.
• Holidays must be advised in writing to the office. Christmas holidays must be agreed (exceptional circumstances only) six months in advance.
• Providing a driver completes a normal shift as agreed in the contract, he/she may return and work on Friday/Saturday evenings and Sunday daytime on an open shift basis.
• You must provide the office with a copy of your insurance, vehicle and driver documents on renewal.
• You must carry vehicle insurance, public liability insurance, Private Hire vehicle licence, Private Hire driver licence and your driving licence at all times.
The DSA Driving Test
1a Eyesight Test
At the start of the test the examiner asked you to read a vehicle registration number. If you required glasses or contact lenses, you must wear them whenever you drive. If you had problems with the eyesight test, perhaps you should consider consulting an optician.
1b Highway Code Safety
If you didn't need to take a separate theory test, for example to obtain a licence for a tractor or other specialist vehicle, you will have been asked questions on the Highway Code and other related motoring matters.
You will have also been asked to identify some traffic signs. If you had difficulty with these questions make sure that you study properly by reading as wide a range of publications as you can to increase your understanding. If you have already passed a theory test you will not have been asked Highway Code questions at the practical test stage; but you should still have a thorough knowledge of it.
Safety questions (if applicable) - you should know the location of, and be able to operate, safety components such as fire extinguisher, fuel cut-off switch and emergency door.
On taxi tests, you will additionally be asked ‘Cabology’ questions (General questions relating to taxis and taxi driving)
2 Controlled stop
You will need to be able to display a high level of skill in bringing your vehicle to a stop, safely, promptly and under full control avoiding locking the wheels. Remember that in wet weather it can take twice as long to stop safely.
3, 4 and 5 Reverse exercises
You will need to display the ability to control the vehicle safely whilst reversing to the left, right, when parking on the road or into a parking bay. You must take good effective all round observation throughout the manoeuvre and show consideration to other road users.
6 Turn in the road
You will need to display the low speed control and observation skills necessary to carry out this exercise safely with due regard for other road users and pedestrians.
7 Vehicle Checks
You will need to display to the examiner a basic knowledge of the fundamental safety checks applicable to your vehicle, for example safe fluid levels, lighting and tyre checks.
8 Taxi manoeuvre
You must be able to display the ability to turn your car around by whatever means available, making sure you take effective, all round observation showing consideration to other road users and pedestrians.
You should control your vehicle smoothly making proper use of the clutch, accelerator, brakes and steering. You should not use a driveway or allow your vehicle to mount the pavement as this could damage your vehicle.
9 Taxi wheelchair
You should be able to securely erect wheelchair ramps, safely install the wheelchair and an imaginary wheelchair occupant into your vehicle, ensuring the wheelchair and its occupant are secured in readiness for the journey then reverse the entire process.
10 Vehicle & trailer combinations (uncoupling / re-coupling)
You will need to demonstrate the skills necessary when uncoupling and re-coupling your vehicle, driving the towing
vehicle to a designated position prior to re-coupling safely.
11 Precautions
Before you start the engine make sure that you are comfortably seated and all controls can be safely operated.
12 Control
This section covers, where appropriate, the safe and controlled use of accelerator, clutch, gears, footbrake, parking brake, and l steering. Additional specific control elements apply to the drivers of different vehicle categories.
Always try and use the vehicle controls as smoothly as possible.
This means less wear and tear on your vehicle and a smoother ride for your passengers. Make proper use of your accelerator and clutch to make a smooth start. Always depress the clutch just before you stop. Select the correct gear to match the road and traffic conditions. Change gear in good time but not too soon before a hazard. Do not allow the vehicle to coast by running on in neutral or with the clutch depressed.
There should be no need to look down at the gear lever when changing gear. Use the footbrake smoothly and progressively.
Brake in plenty of time for any hazard. Make full use of the parking brake whenever it would help you to prevent the vehicle rolling backwards or forwards, and if you are parking. Steer the vehicle as smoothly as possible.
Avoid harsh steering, or steering too early or too late as it may cause you to hit the kerb or swing out towards another road user.
If you are riding a motorcycle slowly, maintain a straight line and do not allow the machine to wobble towards other vehicles.
13 Move off
You will need to demonstrate your ability to move off smoothly and safely on the level, on a gradient and at an angle taking the correct precautionary observations.
14 Use of mirrors - Rear observations
Use all the mirrors fitted to your vehicle safely and effectively.
You must always check carefully before signalling, changing direction or changing speed. Use the Mirrors Signal Manoeuvre (MSM) routine effectively.
15 Signals
You must signal clearly to let others know what you intend to do.
You should only use the signals shown in the Highway Code if it would help other road users (including pedestrians).
Always signal in good time and ensure that the signal has been cancelled after the manoeuvre has been completed. Do not beckon to pedestrians to cross the road.
HACKNEY CARRIAGE / PRIVATE HIRE ASESSMENT EXPLAINED
16 Clearance to obstructions
Allow plenty of room to pass stationary vehicles, obstructions and be prepared to slow down or stop. A door may open, a child may run out or a vehicle may pull out without warning.
17 Response to signs/signals
You should understand and be able to react to all traffic signs and road markings, You must act correctly at traffic lights, and check that the road is clear before proceeding when the green light shows, Obey signals given by police officers, traffic wardens and school crossing patrols, Look out for signals given by other road users, including people in charge of animals, and be ready to act accordingly.
18 Use of Speed
You should make safe, reasonable progress along the road bearing in mind the road, traffic and weather conditions and the road signs and speed limits, Make sure that you can stop safely, well within the distance you can see to be clear, Do not speed. Remember, as a new driver, your licence will be revoked if you accrue six or more penalty points during the first two years, and you will have to retake and pass both theory and practical tests.
19 Following distance
Always keep a safe distance between yourself and other vehicles. Remember, on wet or slippery roads it takes much longer to stop. When you stop in traffic queues leave sufficient space to pull out if the vehicle in front has problems.
20 Maintain progress
In order to pass your test you must show that you can drive at a realistic speed appropriate to the road and traffic conditions. You should approach all hazards at a safe, controlled speed, without being over cautious or interfering with the progress of other traffic. Always be ready to move away from junctions as soon as, it is safe and correct to do so, driving excessively slowly can I create dangers for yourself and other drivers,
21 Junctions (including roundabouts)
You should be able to judge the correct speed of approach so that you can enter a junction safely and stop if necessary.
Position your vehicle correctly. Use the correct lane - if you are turning right, keep as near to the centre of the road as is safe.
Avoid cutting the corner when turning right. If turning left, keep over to the left and do not swing out. Watch out for cyclists and motorcyclists coming up on your left and pedestrians who are crossing, you must take effective observation before moving into a junction and make sure it is safe before proceeding.
22 Judgements
Only overtake when it is safe to do so. Allow enough room when you are overtaking another vehicle. Cyclists and
motorcyclists need as much space as other vehicles; they can wobble or swerve suddenly. Do not cut in too quickly after overtaking. Take care when the width of the road is restricted or when the road narrows. If there is an obstruction on your side or not enough room for two vehicles to pass safely, be prepared to wait and let the approaching vehicles through. When you turn right across the path of an approaching vehicle, make sure you can do so safely, other vehicles should not have to stop, slow down or swerve to allow you to complete your turn.
23 Positioning
You should position your vehicle sensibly, normally well to the left. Keep clear of parked vehicles and position correctly for the direction that you intend to take. Where lanes are marked, keep to the middle of the lane and avoid straddling lane markings. Do not change lanes unless necessary.
24 Pedestrian Crossings
You should be able to recognise the different types of pedestrian crossing and show courtesy and consideration towards pedestrians. At all crossings you should slow down and stop if there is anyone on the crossing. At zebra crossings you should slow down and be prepared to stop if there is anyone waiting to cross. Give way to any pedestrians on a pelican crossing when the amber lights are flashing. You should give way to cyclists as well as pedestrians on a toucan crossing and act correctly at puffin crossings.
25 Position / Normal Stops
Choose a safe, legal and convenient place to stop, close to the edge of the road, where you will not obstruct the road and create a hazard. You should know how and where to stop without causing danger to other road users.
26 Planning
You must be aware of other road users at all times. You should always think and plan ahead so you can judge what other road users are going to do, predict how their actions will affect you and react in good time. Take particular care to consider the actions of the more vulnerable groups of road users such as pedestrians, cyclists, motorcyclists and horse riders. Anticipate road and traffic conditions, and act in good time, rather than reacting to them at the last moment.
27 Ancillary Controls
You should understand the function of all the controls and switches, especially those that have a bearing on road safety.
These include indicators, lights, windscreen wipers, demisters and heaters. You should be able to find these controls and operate them correctly when necessary, without looking down.
You may now use
http://www.dsa.gov.uk to re-book your practical driving test online.
28 Health Declaration
You must declare any change to your health status since you last applied for a licence. It is a criminal offence for you (or anyone else) to make a false statement in order for you to obtain a driving licence and can lead to prosecution.
Login
Register
FAQ
