TFL SERU - Section 5: Driver Behaviour

Transport for London (TfL) sets expectations for licensed private hire vehicle (PHV) drivers to deliver a professional and safe service. This involves addressing complaints, ensuring passenger safety, and maintaining a high standard of behavior. Here are key points covered in the text:
* Complaints Handling:
* Passengers deserve a high-quality service, and operators must record and address all complaints.
* Criminal complaints must be reported to the police for investigation.
* TfL may conduct its own investigation if passengers are dissatisfied with the operator's response, requiring drivers' cooperation.
* Unacceptable Behavior:
* Drivers must prioritize passenger safety and create a professional atmosphere.
* Misusing passengers' personal information for personal communication is strictly prohibited.
* Discriminatory comments or jokes based on age, race, religion, disability, sexual orientation, or gender identity are unacceptable.
* TfL and/or the police take action against drivers exhibiting unacceptable behavior, potentially leading to license suspension or revocation.
* Passenger Interaction:
* Drivers should refrain from entering the back seat of the vehicle, except in emergencies, to avoid discomfort or misunderstandings.
* Emergency situations involving seriously ill passengers necessitate contacting emergency services rather than attempting physical checks or first aid without proper training.
* Assistance for ill or disabled passengers should involve minimal, consent-based physical contact.
* Unacceptable Sexual Behavior:
* Any form of sexual behavior between drivers and passengers is strictly prohibited.
* TfL and the police thoroughly investigate complaints or reports of unacceptable sexual behavior.
* Violations can result in the loss of a driver's license.
* Specific prohibited actions include making sexual remarks, unwanted physical contact, suggesting or engaging in sexual activity, and sharing explicit material.
* Consideration and Caution:
* Drivers are reminded to consider their actions and potential effects on passengers.
* Even well-intentioned behavior may be misinterpreted, so drivers should avoid actions that could be perceived as sexual.
In essence, TfL emphasizes a commitment to passenger safety, professionalism, and a zero-tolerance policy toward inappropriate behavior, ensuring a secure and respectful environment for all.