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.

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