As a Private Hire Vehicle (PHV) driver in London, providing a professional and safe service to passengers is paramount. Transport for London (TfL) sets clear guidelines to ensure that passengers feel secure and respected during their journeys. Here are the key behaviours that are considered unacceptable for PHV drivers in London.
- Misuse of Passenger Contact Details
One of the primary rules is the correct use of passenger information. As a PHV driver, you must never use a passenger’s personal contact details for anything other than the booked journey. Initiating contact for personal or social reasons is strictly prohibited and is considered a misuse of personal information.
- Inappropriate Comments and Jokes
Respect for all passengers is crucial. You should never make comments or jokes about someone’s:
– Age
– Race
– Religion
– Disability
– Sexual orientation
– Gender identity
Such behaviour is not only unprofessional but also discriminatory and can result in severe consequences from TfL and possibly the police.
- Unacceptable Sexual Behaviour
TfL has a zero-tolerance policy towards any form of sexual behaviour between drivers and passengers.This includes:
– Staring at a passenger inappropriately.
– Making sexual remarks or comments about a passenger’s appearance or clothing.
– Engaging in conversations of a sexual nature, such as asking questions about someone’s sex life or telling sexual jokes.
– Touching a passenger in any way that could be considered inappropriate. Physical contact should be limited to what is necessary to assist a passenger and always with their consent.
– Suggesting or offering sexual activity in exchange for a fare.
– Engaging in any sexual activity with a passenger, even if both parties agree to it.
Such actions can lead to the loss of your PHV driver’s license and potential criminal charges.
- Entering the Back of Your Vehicle
Except in emergencies, drivers should not get into the back seat of their vehicle while passengers are on board. This can make passengers feel uncomfortable and may be seen as inappropriate behaviour. If a passenger is seriously ill, call emergency services and follow their instructions rather than attempting to administer first aid unless you are trained to do so.
- Handling Complaints
Maintaining a high standard of service is essential. Operators are required to keep records of all complaints and report any involving possible crimes to the police. TfL may also investigate complaints and take necessary actions, including suspending or revoking a driver’s license for serious or repeated complaints.
Conclusion
Professionalism and respect are the cornerstones of providing a safe and pleasant service as a PHV driver in London. By adhering to TfL’s guidelines and avoiding unacceptable behaviours, you help ensure a positive experience for all passengers and maintain the integrity of the PHV service. Remember, your actions directly impact passengers’ perceptions and trust in the service, so always strive to conduct yourself in a manner that is both respectful and professional.