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Question 1 of 26
1. Question
Who is responsible for keeping details of all complaints made to them?
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Question 2 of 26
2. Question
When should operators report complaints involving possible crimes to the police?
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Question 3 of 26
3. Question
In cases where passengers are not satisfied with the operator’s handling of a complaint, who might they contact?
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Question 4 of 26
4. Question
What is the responsibility of a PHV driver towards passengers’ safety during the journey?
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Question 5 of 26
5. Question
What type of behaviour should a PHV driver exhibit to make passengers feel at ease?
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Question 6 of 26
6. Question
What action can be taken against drivers who behave in an unacceptable way?
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Question 7 of 26
7. Question
If a passenger with a disability asks for help entering or leaving the vehicle, what should the driver do?
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Question 8 of 26
8. Question
What is the stance on any type of sexual behaviour between a driver and a passenger?
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Question 9 of 26
9. Question
What action should a driver take if a passenger is seriously ill?
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Question 10 of 26
10. Question
What should a driver consider when interacting with passengers?
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Question 11 of 26
11. Question
What action might be taken if a driver exhibits a pattern of poor behaviour?
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Question 12 of 26
12. Question
How should a driver respond if a serious complaint is made against them?
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Question 13 of 26
13. Question
What should a driver do if a passenger asks for assistance with entering or leaving the vehicle?
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Question 14 of 26
14. Question
What type of behaviour is expected from a PHV driver towards passengers’ safety?
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Question 15 of 26
15. Question
What is the purpose of keeping details of all complaints made to operators?
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Question 16 of 26
16. Question
In what situations might TfL carry out its own investigation into a complaint?
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Question 17 of 26
17. Question
How does TfL determine the outcome of an investigation into a complaint?
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Question 18 of 26
18. Question
How can a driver best ensure passengers feel at ease during the journey?
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Question 19 of 26
19. Question
A conversation of a sexual nature with a passenger is (choose one)
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Question 20 of 26
20. Question
How can a driver ensure they provide the appropriate assistance to a passenger with a disability?
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Question 21 of 26
21. Question
What is the role of operators regarding passenger complaints?
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Question 22 of 26
22. Question
What action might TfL take if a driver receives a high number of complaints?
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Question 23 of 26
23. Question
In what situations might passengers contact the police directly regarding a complaint? Choose two
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Question 24 of 26
24. Question
How should a driver handle a passenger’s personal contact details?
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Question 25 of 26
25. Question
How should a driver treat a passenger when interacting with them?
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Question 26 of 26
26. Question
How should a driver respond if a passenger contacts the police directly about a complaint?
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