PHV DRIVER HANDBOOK SECTION 8

Summary

The script emphasizes TfL's commitment to inclusivity in London's transport, ensuring accessibility for all, including the elderly and disabled. It outlines PHV drivers' responsibilities to provide high-standard service, offering assistance to those needing extra help. Tips are provided for aiding passengers, such as communicating clearly and patiently, especially for the vision-impaired. The script also covers legal duties under the Equality Act 2010, mandating non-discrimination and the proper handling of wheelchair users and assistance dogs. It concludes with the consequences of non-compliance, including potential license revocation.

Takeaways

• 🚌 TfL is dedicated to making transport in London more accessible, safe, and reliable for all users.
• 👥 Public transport is crucial for providing access to education, employment, and essential services, enabling social connections and independent living.
• 👂 PHV drivers are expected to offer a high standard of customer service to all passengers, including those who may need additional assistance.
• 📢 Always ask passengers if they need help and be prepared to accommodate their unique needs.
• 👁️‍🗨️ Offer assistance such as writing information down, giving extra time, facing passengers for lip-reading, or speaking clearly for those with hearing difficulties.
• 🚶‍♂️ Be patient with passengers who may need more time to enter or exit the vehicle, ensuring their safety and comfort.
• 🛴 For wheelchair users, ensure the vehicle is equipped for accessibility and avoid slopes or other challenging terrains for pick-up and drop-off.
• 📢 Keep vision-impaired and other vulnerable passengers informed about delays or route changes to prevent distress.
• 💵 When giving change to vision-impaired passengers, count out the coins and notes to assist them.
• 🐕 PHV drivers must accept passengers with assistance dogs, allowing them to sit in the footwell without charging extra or treating them as pets.
• ⚖️ The Equality Act 2010 protects individuals from unfair treatment based on characteristics like age, disability, and sexual orientation, and PHV drivers must adhere to these regulations.

Q & A

What is the primary goal of TFL in terms of public transport accessibility?

The primary goal of TFL (Transport for London) is to improve transport in London by making it more accessible, safer, and reliable for everyone, including older and disabled people.

How does public transport benefit individuals in London?

Public transport in London helps provide access to education, employment, and essential services. It also allows people to stay connected with family and friends and enables many individuals to live independently.

What are the responsibilities of PHV drivers in providing service to passengers?

PHV (Private Hire Vehicle) drivers are expected to deliver a high standard of customer service to all passengers, assist disabled and older passengers, and provide help according to the specific needs of each passenger.

What should a driver do if a vision-impaired passenger needs guidance to the vehicle?

If a vision-impaired passenger asks for guidance, the driver should stand by the passenger’s side, allow them to take hold of their arm or elbow, and guide them along without pulling or pushing them in any direction.

What are some tips for PHV drivers to assist passengers effectively?

PHV drivers should always ask if a passenger needs help, listen to their requests, provide additional time, face passengers so they can read lips if needed, speak clearly, ensure passengers are comfortable, and provide help with belongings or guiding them to a safe place.

What are PHV drivers' duties regarding wheelchair-accessible vehicles?

PHV drivers with designated wheelchair-accessible vehicles must carry passengers in their wheelchairs, secure the wheelchair safely, not charge extra fees, and assist with any help reasonably required.

Under what circumstances can a PHV driver be exempt from carrying wheelchairs or assistance dogs?

A PHV driver can only be exempt from carrying wheelchairs or assistance dogs for medical reasons, such as allergies, phobias, or other health conditions. They must apply for an exemption certificate from TFL.

What should drivers do when dealing with passengers who have assistance dogs?

Drivers should accept passengers with assistance dogs without charging extra. They should not stroke, feed, or distract the assistance dogs and should be aware that assistance dogs may not always wear jackets.

What are the possible consequences if a PHV driver violates the Equality Act?

If a PHV driver is found to have violated the Equality Act, TFL will investigate. If there is enough evidence and it is in the public interest, TFL will prosecute the driver. A conviction may lead to the suspension or revocation of the driver's license.

What characteristics are protected under the Equality Act 2010?

The Equality Act 2010 protects characteristics including age, disability, gender reassignment, marriage and civil partnership, race, religion or belief, sex, sexual orientation, pregnancy, and maternity. It is illegal to discriminate based on any of these characteristics.