We will investigate any complaint we receive about a PHV driver breaking the Equality Act. If there is enough evidence of an offence (a)……………………… committed and it is in the public interest to do so, we will always prosecute the driver. If you are (b)……………………… of an offence under the Equality Act we will decide how suitable you are to be a licensed PHV (c)……………………… and we may suspend or revoke your PHV driver’s licence.

Tell the passenger where they are going and let (a)……………………… know about any (b)……………………… dangers, such as pavement kerbs, doors opening towards or away from them and slopes going up or down. This will help prevent (c)……………………… and injury.

Disabled or older (a)……………………… may need more time or help to get in and out of your vehicle. For their safety, be patient and make sure they are (b)……………………… and have their seatbelt fastened before you (c)……………………… the journey.

If the passenger is vision-impaired and asks you to (a)……………………… them to the vehicle, standby the person’s side and allow them (b)……………………… hold of your arm/elbow so you can guide the customer (c)………………………. Do not take hold of the passenger and pull or push theming a particular direction.

TfL is committed to (a)……………………… transport in London by making it more (b)………………………, safer and reliable for all. Public transport plays an important (c)………………………in opening up opportunities by providing access to education, employment and other essential services.

Give cyclists room. (a)……………………… a safe distance from cyclists and don’t try to overtake when there is not (b)……………………… space. Give as much space as you would for another car.If a cyclist is using the middle of the lane, wait (c)……………………… until you can pass safely.

PHV drivers spend a lot of time on the roads and are almost twice as likely as private car drivers to be (a)……………………… in a collision that results in the death or serious injury of a cyclist. Because of this, it is very important that you (b)……………………… the advice below so you can reduce the risk of a collision and help make sure that everyone travels (c)………………………

You should (a)……………………… your driving behaviour when the weather conditions change, so that you are always driving safely. If it (b)……………………… starts to rain heavily or there is thick fog, reduce your (c)……………………….

Tiredness can have a (a)……………………… effect on a driver as drinking alcohol and can result in death (b)……………………… serious injury. Plan your day to include regular breaks from (c)……………………… and do not begin a journey if you are already tired.

Remember it is also (a)……………………… to use a hand-held phone or similar device when you are driving unless you are calling the emergency services in an emergency and it is (b)……………………… or impractical to stop. This (c)……………………… when you are stopped in a queue of traffic e.g. at traffic lights, delays, etc.

As a PHV driver, you offer an (a)……………………… important service to the travelling public. You have a (b)……………………… to make sure your passengers (c)……………………… safe when they travel in your vehicle. The way that you interact with them will affect the way they will about their journey with you.

If a serious complaint is made (a)……………………… 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 (b)………………………, TfL may have to suspend or (c)……………………… your licence.

Although your operator will normally deal with (a)………………………, passengers might contact the police or TfL directly. They might also contact TfL if they are not (b)……………………… with the way the operator has (c)……………………… with their complaint.

It is important that each time a passenger gets into a (a)……………………… they receive a high quality of service from their private hire driver. Operators must (b)……………………… details of all complaints made to them. Operators must report to the police any complaints that (c)……………………… possible crimes, so that they can be investigated.

The (a)……………………… owner can decide where to put this signage, but it must be displayed (b)……………………… that it does not block the driver’s view. It must also be as visible as possible to passengers as they enter the vehicle and while they are (c)……………………… in it.

Installing CCTV cameras into a vehicle can reduce (a)……………………… and violence against drivers. Signs in the vehicle (b)……………………… passengers that CCTV is used (c)……………………… also help to prevent aggressive or violent behaviour.

(a)……………………… away from the aggressive person and exit the situation. If (b)………………………, find somewhere safe to stop the vehicle, turn off the (c)………………………, take the keys then get out of the vehicle.

If the passenger is unconscious, (a)……………………… unwell or seems to be injured or in an (b)……………………… situation, and there is no-one else to help them, call the emergency services on 999 and stay with them until the services (c)………………………

If the passenger cannot communicate (a)……………………… to confirm their destination, or is unable to walk because of drink or (b)………………………, you have the right to refuse to take them in your vehicle. You can do this because you cannot be sure that they have given you the correct address or that they will be able to get out of your vehicle (c)……………………… help.

You should avoid picking up or dropping off passengers at bus stops as this can delay buses and may not be allowed at some bus stops. Taxi ranks can only be used by licensed London taxis, not by PHVs. PHVs should not park or wait on working taxi ranks at any time, nor pick up or drop off passengers on a taxi rank. If you park or wait on a taxi rank you may be fined and TfL may also take licensing action against you. This could include suspending or revoking your PHV driver’s licence.

Question: Which one of the following statements is correct?

⦿ You can pick up or drop off passengers in most bus lanes, even though you are not allowed to drive in them, but you should avoid doing this if possible. You must: • Enter and leave the bus lane in the most direct and safe way. Pay careful attention to cyclists and motorcyclists who are able to use bus lanes and to pedestrians and bus passengers that may be getting off the bus and crossing the road.

Not stop at ‘bus stop clearways’ marked with a wide yellow line by the kerb. On red routes, you cannot stop at bus stops marked with a wide red line by the kerb. You should try not to stop at other red route bus stops to avoid delaying or obstructing buses • Remember that only licensed taxis can use bus lanes – PHVs are not allowed to.

Question: Which one of the following statements is correct?

⦿ If there are waiting or parking restrictions, you cannot stop for longer than is needed for the passenger to get in or out of the vehicle. (There is no general permission that allows you to leave your vehicle to help a passenger to or from a building. However, some councils understand and accept that this is an important part of your job. If your passenger needs help, you should spend only a short time away from your vehicle, if possible, and make a note of the passenger’s details/booking, just in case you get a Penalty Charge Notice (PCN). It will be down to the council who issued the PCN to decide whether to accept this evidence and cancel the PCN • If you are not picking up or dropping off a passenger, you may get a PCN if you wait somewhere where there are restrictions. This can happen even if you have arrived early for a booking or the passenger is late, or if a passenger has asked you to stop and wait while they visit a shop or use a cashpoint • You should not leave your engine running while you are waiting. If your engine is running while you are parked or waiting you are polluting the environment, and this can be illegal on a public road • Never drop passengers off in the middle of the road, even if your vehicle is stopped due to traffic. You should always get close to the kerb.

Question: Which one of the following statements is correct?

⦿ You should check what signage is displayed about stopping or waiting and make sure you understand and follow the instructions: • You can pick up or drop off passengers: – On single and double red lines – On single and double yellow lines – In places where loading is not allowed (shown by markings on the kerb) – In most parking bays – In most bus lanes, although you should avoid this if possible as it might delay or obstruct buses. But remember you cannot wait for passengers in these areas. • You can stop in the above locations only long enough for the passengers to get in or out of your vehicle. This includes the time to help passengers who need assistance, for example wheelchair users, including the time needed to make sure the wheelchair is in the right position and safely secured • You should not stop on taxi ranks, even when picking up or dropping off passengers.

Question: Which one of the following statements is correct?

⦿ You should check what signage is displayed about stopping or waiting and make sure you understand and follow the instructions: • You can pick up or drop off passengers: – On single and double red lines – On single and double yellow lines – In places where loading is not allowed (shown by markings on the kerb) – In most parking bays – In most bus lanes, although you should avoid this if possible as it might delay or obstruct buses. But remember you cannot wait for passengers in these areas. • You can stop in the above locations only long enough for the passengers to get in or out of your vehicle. This includes the time to help passengers who need assistance, for example wheelchair users, including the time needed to make sure the wheelchair is in the right position and safely secured • You should not stop on taxi ranks, even when picking up or dropping off passengers.

Question: Which one of the following statements is correct?

⦿ You can pick up or drop off passengers in most bus lanes, even though you are not allowed to drive in them, but you should avoid doing this if possible. You must: • Enter and leave the bus lane in the most direct and safe way. Pay careful attention to cyclists and motorcyclists who are able to use bus lanes and to pedestrians and bus passengers that may be getting off the bus and crossing the road.

Not stop at ‘bus stop clearways’ marked with a wide yellow line by the kerb. On red routes, you cannot stop at bus stops marked with a wide red line by the kerb. You should try not to stop at other red route bus stops to avoid delaying or obstructing buses • Remember that only licensed taxis can use bus lanes – PHVs are not allowed to.

Question: Which one of the following statements is correct?

You must remember that: • PHVs are not allowed to drive in bus lanes • PHVs are not allowed to park, wait, drop off or collect passengers on a taxi rank • PHVs are not allowed to use or park on electric taxi charge points A PHV is not a taxi. If a road sign shows that access is for a taxi you are not allowed access. Private hire drivers can stop to pick up or drop off passengers in many areas where there are rules in place to limit waiting or stopping. You need to remember that: • PHV drivers should not stop in any place where they might stop other vehicles moving or be a danger to other road users. • PHV drivers must not stop on zig-zag lines (for example, by pedestrian crossings, outside schools)

Question: Which one of the following statements is correct?

⦿ You must remember that: • PHVs are not allowed to drive in bus lanes • PHVs are not allowed to park, wait, drop off or collect passengers on a taxi rank • PHVs are not allowed to use or park on electric taxi charge points A PHV is not a taxi. If a road sign shows that access is for a taxi you are not allowed access. Private hire drivers can stop to pick up or drop off passengers in many areas where there are rules in place to limit waiting or stopping. You need to remember that: • PHV drivers should not stop in any place where they might stop other vehicles moving or be a danger to other road users. • PHV drivers must not stop on zig-zag lines (for example, by pedestrian crossings, outside schools)

Question: Which one of the following statements is correct?

⦿ You should avoid picking up or dropping off passengers at bus stops as this can delay buses and may not be allowed at some bus stops. Taxi ranks can only be used by licensed London taxis, not by PHVs. PHVs should not park or wait on working taxi ranks at any time, nor pick up or drop off passengers on a taxi rank. If you park or wait on a taxi rank you may be fined and TfL may also take licensing action against you. This could include suspending or revoking your PHV driver’s licence.

Question: Which one of the following statements is correct?

⦿ If there are waiting or parking restrictions, you cannot stop for longer than is needed for the passenger to get in or out of the vehicle. (There is no general permission that allows you to leave your vehicle to help a passenger to or from a building. However, some councils understand and accept that this is an important part of your job. If your passenger needs help, you should spend only a short time away from your vehicle, if possible, and make a note of the passenger’s details/booking, just in case you get a Penalty Charge Notice (PCN). It will be down to the council who issued the PCN to decide whether to accept this evidence and cancel the PCN • If you are not picking up or dropping off a passenger, you may get a PCN if you wait somewhere where there are restrictions. This can happen even if you have arrived early for a booking or the passenger is late, or if a passenger has asked you to stop and wait while they visit a shop or use a cashpoint • You should not leave your engine running while you are waiting. If your engine is running while you are parked or waiting you are polluting the environment, and this can be illegal on a public road • Never drop passengers off in the middle of the road, even if your vehicle is stopped due to traffic. You should always get close to the kerb.

Question: Which one of the following statements is correct?

⦿ You can pick up or drop off passengers in most bus lanes, even though you are not allowed to drive in them, but you should avoid doing this if possible. You must: • Enter and leave the bus lane in the most direct and safe way. Pay careful attention to cyclists and motorcyclists who are able to use bus lanes and to pedestrians and bus passengers that may be getting off the bus and crossing the road.

Not stop at ‘bus stop clearways’ marked with a wide yellow line by the kerb. On red routes, you cannot stop at bus stops marked with a wide red line by the kerb. You should try not to stop at other red route bus stops to avoid delaying or obstructing buses • Remember that only licensed taxis can use bus lanes – PHVs are not allowed to.

Question: Which one of the following statements is correct?

⦿ When an operator has accepted a booking and you have agreed to carry it out, you should carry out that booking unless you have a very good reason. There may be situations where you do not feel able or safe enough to take passengers, for example if they are carrying open bottles or cans of alcohol or anything dangerous or inflammable, or if they are acting in a violent or offensive way. If you do refuse to carry out a booking, be polite and explain why. This could help avoid a complaint. Make sure you tell your operator the full reasons why you did not carry out the booking. Because the operator accepted the booking, the operator is also responsible for either arranging for another driver to carry out the booking or to make it clear to the passenger that it has been cancelled. You must not refuse to take passengers because they are disabled or they are travelling with assistance dogs.

Question: Which one of the following statements is correct?

⦿ Airports are private property and can make their own rules (byelaws) about taxis and PHVs. Heathrow Airport has its own set of byelaws which you can find here. You should know about these in case you get a booking to or from the airport. You cannot enter Heathrow Airport to pick up passengers unless you have a booking from your operator or you are parking in an official car park or the PHV Authorised Vehicle Area to wait for a booking. When picking up passengers you must always use an official car park. You should not wait in local car parks or residential streets. Remember that the taxi ranks at Heathrow Airport and London City Airport are for licensed taxis (black cabs) only. You must not stop, wait, pick up or drop off passengers at the airport taxi ranks.

Question: Which one of the following statements is correct?

⦿ You must not encourage any member of the public to approach you or your PHV if they don’t have a valid booking. If someone does come up to you, you are allowed to hand out a business card with the number of your operator on it or you can provide other contact details such as a website. Before the start of each journey, your operator is required to record certain information about the booking. Although you are not personally responsible for collecting or recording these details, you should know about this requirement and let your operator know about any changes.

Question: Which one of the following statements is correct?

⦿ If your operator has a licence to operate from a late-night venue, (e.g. a pub or nightclub) the operator can only take bookings inside the venue at the booking location specified on their licence. You can only accept a fare if the passenger has booked the journey through a licensed London operator. You must not approach people on the pavement or outside a late night venue to offer them private hire services. If you do this, you may be committing an offence and could be prosecuted. If a customer approaches you, then you should tell them to contact a licensed private hire operator to make a booking.

Question: Which one of the following statements is correct?

⦿ You should check with your operator what to do if your passenger disagrees with the fare or is unable to pay it at the end of the journey. You should also check with your operator what the arrangements are for giving out receipts. At the end of the journey, you should remind passengers to make sure they have not left anything behind. You should also check your vehicle for lost property after every journey. If you have put any of the passenger’s luggage in the boot, do not forget to check that too. If you find any lost property you should take it back to your operator. The operator will keep the property and make a record of it. By law your operator must keep a record of any items of lost property they hold. Let your operator know as soon as you find anything in case the passenger has already been in contact about the item.

Question: Which one of the following statements is correct?