SERU Assessment section 8 multiple choice
TfL believes it is important to provide a public transport system which all people can use, so that older and disabled people have the same opportunities to travel as all other people. TfL expects PHV drivers to deliver a high standard of customer service to all passengers, whatever their needs. However, we know that some passengers may need more help.
Which of the following is an inappropriate action in terms of helping passengers with need?
If the passenger is visually-impaired and asks you to guide them to the vehicle, stand by the person’s side and allow them to take hold of your arm/elbow so you can guide the customer along.
Do not take hold of the passenger and pull or push them in a particular direction.
Always ask your passengers if they need any help and wait for your offer to be accepted. Listen to any requests and remember that everyone is different
Always take hold of the passenger and pull or push them in a particular direction.
What should you do, if the passenger is visually-impaired and asks you to guide them to the vehicle?
Stand by the person’s side and allow them to take hold of your arm/elbow so you can guide the customer along.
Take hold of the passenger and pull or push them in a particular direction.
Stand by the person’s side and take hold of their arm/elbow so that they can be guided to vehicle.
Please read the following information carefully and answer the question below.
Be ready to give disabled and older passengers some help. This could be as simple as writing things down for them, giving them a little extra time, facing them so they can see your lips as you speak, or speaking loudly and clearly if they have problems hearing you.
Which of the following is incorrect?
Always be ready to give disabled and older passengers some help.
Helping disable and older passenger could be as simple as writing things down for them and giving them a little extra time to get in and out of the vehicle.
Helping disable and older passenger could be as simple as facing them so they can see your lips as you speak, or speaking loudly and clearly if they have problems hearing you
Helping disable and older passenger does not include writing things down for them and giving them a little extra time to get in and out of the vehicle.
How should you talk to the older or disabled person?
Talk directly to the older or disabled person rather than to the person with them if they are travelling with someone.
Do not talk directly to the older or disabled person rather talk to the person with them if they are travelling with someone.
Avoid talking directly to the older or disabled person and communicate with the person with them if they are travelling with someone.
TfL believes it is important to provide a public transport system which all people can use, so that older and disabled people have the same opportunities to travel as all other people. TfL expects PHV drivers to deliver a high standard of customer service to all passengers, whatever their needs.
Which of the following will help prevent accident and injury?
Tell the passenger where they are going and let them know about any possible dangers, such as pavement kerbs, doors opening towards or away from them and slopes going up or down.
Never tell the passenger where they are going and let them know about any possible dangers, such as pavement kerbs, doors opening towards or away from them and slopes going up or down.
Tell the passenger where they are going and but do not let them know about any possible dangers, such as pavement kerbs, doors opening towards or away from them and slopes going up or down.
TfL believes it is important to provide a public transport system which all people can use, so that older and disabled people have the same opportunities to travel as all other people. TfL expects PHV drivers to deliver a high standard of customer service to all passengers, whatever their needs.
What should you do when you arrive at your destination?
When you arrive at your destination, tell the passenger the location, then offer to assist them out of the vehicle and to guide them to a safe place before leaving them.
When you arrive at your destination, gently ask your passengers to leave the car.
When you arrive at your destination, tell the passenger the location but never offer to assist them out of the vehicle and to guide them to a safe place before leaving them.
TfL believes it is important to provide a public transport system which all people can use, so that older and disabled people have the same opportunities to travel as all other people. TfL expects PHV drivers to deliver a high standard of customer service to all passengers, whatever their needs.
Which of the following is not correct in regards to fare and giving out change?
Clearly tell the passenger how much the fare is.
When you give change to passengers who are visually impaired, it is important to count out the coins and notes into their hand.
Offer to help count out the change if a passenger seems to be having problems.
Never offer to help count out the change event if a passenger seems to be having problems.
What can you do to help passengers who have a problem with hearing or passengers who do not speak much English?
Always have a pen and paper with you so that you can write things down. This can help passengers who have a problem hearing or passengers who do not speak much English.
You do not need to do anything about it as this is not your problem. The passengers must find a way to communicate with you.
Always have a pen and paper with you so that the passengers can write things down and communicate with you.
What do you need to be aware and careful of if you drive a wheelchair accessible vehicle? Select all the correct answers.
if you drive a wheelchair accessible vehicle
Be careful of where you pick up and drop off wheelchair users. Avoid places where the pavement is on a slope.
Disabled or older passengers may need more time or help to get in and out of your vehicle. For their safety, be patient and make sure they are comfortable and have their seatbelt fastened before you start the journey
Be careful of where you pick up and drop off wheelchair users. You can drop off the passengers where the pavement is on a slope.
Please read the following information carefully and answer the question below.
During the journey, visually-impaired passengers in particular should be told about any delays, or changes to the route. This is also a good thing to do with any elderly passengers or passengers who have a learning disability, as they might get worried or upset if there is a change to the route they expected to take.
Which of the following is not correct?
During the journey, you should told visually-impaired passengers in particular about any delays, or changes to the route
You should also communicate any delays or changes to the route with any elderly passengers or passengers who have a learning disability, as they might get worried or upset if there is a change to the route they expected to take.
You do not need to communicate any delay or changes to the route with any passengers including visually-impaired passengers, elderly passengers or passengers who have a learning disability
Why should you be prepared to help all passengers?
Because not all disabilities are easy to see, so offer, or be prepared to help any passenger.
Because the passengers may give you a tip if you offer to help them?
If you do not offer to help all passengers, TfL may suspend your license.
Please read the following information carefully and answer the question below.
It is illegal to treat anyone unfairly based on any of the characteristics protected under the Equality Act. It is unacceptable for you as a PHV driver, or for any of your customers, to use language or behave in a way that discriminates against any person. As a PHV driver you are expected to treat all passengers in a professional and respectful way without making a judgement about any person’s personal characteristics or assuming anything about them.
Which of the following is not correct?
A PHV driver should treat all passengers in a professional and respectful way without making a judgement about any person’s personal characteristics or assuming anything about them.
Neither a PHV driver nor any of their passengers, can use language or behave in a way that discriminates against any person.
It is acceptable for you as a PHV driver, or for any of your customers, to use language or behave in a way that discriminates against any person.
Which of the following characteristics you think are protected under the Equality Act?
Gender reassignment, gender, pregnancy and maternity, sex, sexual orientation, religion or belief, age, marriage and civil partnership and race
Gender reassignment, email address, gender, pregnancy and maternity, sex, sexual orientation, religion or belief, age, marriage and civil partnership and race
Gender reassignment, phone number, gender, pregnancy and maternity, sex, sexual orientation, religion or belief, age, marriage and civil partnership and race
If you drive a designated wheelchair accessible PHV, you have certain duties under the law. Your operator should be aware that the vehicle you are driving is a designated wheelchair accessible vehicle.
If your vehicle is a designated wheelchair accessible PHV, which of the following you must not do?
Carry the passenger while they remain in the wheelchair and make sure the safety belts are attached to the wheelchair to keep it in a safe position.
Not charge extra because a passenger uses a wheelchair.
Carry the wheelchair safely and securely if the passenger chooses to sit in a passenger seat.
Make sure the passenger is carried safely and in reasonable comfort.
Ensure the passenger is carried unsafely and in uncomfortably
Please read the following information carefully and answer the question below.
A driver can only get permission to not carry wheelchairs for medical reasons. If a driver cannot carry out the duties of section 165 of the Equality Act because the driver’s poor health or fitness makes it impossible or unreasonable, an exemption certificate may be given to the driver. You will need to contact TfL to apply for an exemption certificate and, if granted, you will need to display an Exemption Notice in the windscreen of your vehicle.
Which of the following is not correct?
A driver can only get permission to not carry wheelchairs for personal reasons.
A PHV driver can be exempt from carrying wheelchairs only if they medically unfit
A PHV driver may obtain an exemption certificate if they are unable to carry carry out the duties of section 165 of the Equality Act because the driver’s poor health or fitness makes it impossible or unreasonable
A PHV driver needs to contact TfL to apply for an exemption certificate and, if granted, they will need to display an Exemption Notice in the windscreen of their vehicle.
When can a driver get permission to not carry wheelchairs?
If a driver cannot carry out the duties of section 165 of the Equality Act because the driver’s poor health or fitness makes it impossible or unreasonable, an exemption certificate may be given to the driver.
If a driver cannot carry out the duties of section 165 of the Equality Act because the driver’s personal reason makes it impossible or unreasonable, an exemption certificate may be given to the driver.
If a driver cannot carry out the duties of section 165 of the Equality Act because the driver’s professional reason makes it impossible or unreasonable, an exemption certificate may be given to the driver.
Section 170 of the Equality Act says that PHV drivers must accept passengers with assistance dogs.
Which of the following is not correct?
PHV drivers must accept passengers with assistance dogs and must allow the assistance dog to sit in the footwell, next to the passenger.
Assistance dogs are highly-trained ‘working’ animals so should not be treated like pets. Do not stroke or feed assistance dogs or distract them in any way.
There is a wide range of assistance dogs. You can sometimes see what type of assistance a dog provides by looking at the colour of the jacket it is wearing. Remember, though, that an assistance dog may not always wear a jacket.
It is up to the PHV drivers to decide whether or not to accept a passenger with assistance dogs
The pictures below are of some of the dogs you might come across. Please remember that assistance dogs are not always the same breed as shown in the pictures and not all assistance dogs have a jacket to identify them.
Which picture does not represent an assitance dog?
In regards to passengers with assistance dogs, which of the following is correct?
PHV drivers and operators cannot refuse or charge a passenger extra because they have an assistance dog.
PHV drivers and operators cannot refuse a passenger with an assistance dog but can charge a passenger extra because they have an assistance dog.
PHV drivers and operators can refuse passengers with assistance dogs.
What is the Shariat Council's ruling in regards to passengers with assistance dogs?
In 2002, the Shariat Council confirmed that trained assistance dogs may accompany disabled people in PHVs managed or driven by Muslims.
In 2002, the Shariat Council confirmed that trained assistance dogs cannot accompany any passengers in PHVs managed or driven by Muslims.
Please read the following information carefully and answer the question below.
If a driver has a medical condition, such as asthma which gets worst when near dogs, or if the driver is allergic or has a fear of dogs (a phobia), it may be possible for them to get an exemption. You will need to contact TfL to apply for an exemption certificate and, if granted, you will need to display an Exemption Notice in the windscreen of your vehicle.
Which of the following is correct?
A PHV driver can only get an exemption from carrying assistance dogs for medical reasons.
A PHV driver can only get an exemption from carrying assistance dogs for personal reasons.
A PHV driver can only get an exemption from carrying assistance dogs for professional reasons.
Please read the following information carefully and answer the question below.
TfL will investigate any complaint they receive about a PHV driver breaking the Equality Act. If there is enough evidence of an offence being committed and it is in the public interest to do so, they will always prosecute the driver. If you are convicted of an offence under the Equality Act TfL will decide how suitable you are to be a licensed PHV driver and they may suspend or revoke your PHV driver’s licence.
Which of the following is not correct?
If a PHV driver breaks the Equality Act, TfL will investigate the matter if they receive a complaint.
TfL will always prosecute the driver if there is enough evidence of an offence being committed and it is in the public interest to do so.
TfL will decide how suitable you are to be a licensed PHV driver and they may suspend or revoke your PHV driver’s licence if you are convicted of an offence under the Equality Act.
TfL will never investigate any complaint they receive about a PHV driver breaking the Equality Act and will not take licensing action against them.
Please read the following information carefully and answer the question below.
TfL will investigate any complaint they receive about a PHV driver breaking the Equality Act. If there is enough evidence of an offence being committed and it is in the public interest to do so, they will always prosecute the driver. If you are convicted of an offence under the Equality Act TfL will decide how suitable you are to be a licensed PHV driver and they may suspend or revoke your PHV driver’s licence.
Which of the following is correct?
If you are convicted of an offence under the Equality Act TfL will decide how suitable you are to be a licensed PHV driver and they may suspend or revoke your PHV driver’s licence.
TfL will never investigate any complaint they receive about a PHV driver breaking the Equality Act and will not take licensing action against them.
TfL may prosecute the driver if there is enough evidence of an offence being committed and it is in the public interest to do so.
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