SERU equality and disability: questions and answers

1. A passenger looks as if they might need help. What should you do first?

1. Take their arm at once and walk them to the vehicle
2. Say nothing and wait until they complain about it
3. Ask the person with them what they think is best
4. Ask if they need help, then wait for an answer (correct answer)

Answer: D. Ask if they need help, then wait for an answer. The Handbook says to always ask if passengers need help, wait for your offer to be accepted, and listen to what they ask for. TfL PHV Driver's Handbook, Section 8

2. A disabled passenger is travelling with a carer. Who should you talk to?

1. The disabled passenger (correct answer)
2. The carer
3. Your operator
4. Whoever is nearer to you

Answer: A. The disabled passenger. The Handbook says to talk directly to the older or disabled person, not to the person with them. TfL PHV Driver's Handbook, Section 8

3. If a passenger has problems hearing you, face them so they can see your blank as you speak.

1. hands
2. lips (correct answer)
3. licence
4. eyes

Answer: B. lips. The Handbook says facing them so they can see your lips can help, and so can speaking loudly and clearly. TfL PHV Driver's Handbook, Section 8

4. Why should you always have a pen and paper with you?

1. To keep a record of each passenger's disability
2. To ask passengers to sign for any extra charges
3. To write things down for passengers who need that (correct answer)
4. To draw a route map for your operator each day

Answer: C. To write things down for passengers who need that. The Handbook says writing things down can help passengers who have hearing problems or who do not speak much English. TfL PHV Driver's Handbook, Section 8

5. A vision-impaired passenger asks you to guide them to the vehicle. What should you do?

1. Hold their arm and pull them towards the vehicle
2. Walk ahead of them and call out to them as you go
3. Hold their shoulders and push them gently forward
4. Stand by their side and let them hold your arm (correct answer)

Answer: D. Stand by their side and let them hold your arm. The Handbook says to stand beside them and let them hold your arm or elbow. Do not pull or push them. TfL PHV Driver's Handbook, Section 8

6. When you give change to a vision-impaired passenger, count the coins and notes into their blank.

1. lap
2. bag
3. hand (correct answer)
4. pocket

Answer: C. hand. Counting the money into their hand lets the passenger check it is right. TfL PHV Driver's Handbook, Section 8

7. Your route changes because of a road closure. You have a vision-impaired passenger. What should you do?

1. Tell them about the change (correct answer)
2. Say nothing unless they ask you
3. Tell them after you have arrived
4. Ask them to call your operator

Answer: A. Tell them about the change. The Handbook says vision-impaired passengers should be told about delays or route changes during the journey. This also helps elderly passengers and those with a learning disability. TfL PHV Driver's Handbook, Section 8

8. Not all disabilities are easy to blank, so be ready to help any passenger.

1. hear
2. count
3. see (correct answer)
4. check

Answer: C. see. The Handbook says not all disabilities are easy to see, so offer help or be prepared to help any passenger. TfL PHV Driver's Handbook, Section 8

9. Before you start the journey, make sure a disabled passenger is comfortable and has their seat belt blank.

1. fastened (correct answer)
2. loosened
3. removed
4. folded

Answer: A. fastened. The Handbook says to be patient and make sure they are comfortable, with their seat belt fastened, before you set off. TfL PHV Driver's Handbook, Section 8

10. Which of these is a protected characteristic under the Equality Act?

1. Income
2. Sexual orientation (correct answer)
3. Job title
4. Home address

Answer: B. Sexual orientation. The Act lists age, disability, gender reassignment, marriage and civil partnership, race, religion or belief, sex, sexual orientation, and pregnancy and maternity. TfL PHV Driver's Handbook, Section 8

11. Pregnancy and blank is a protected characteristic under the Equality Act.

1. childcare
2. family size
3. maternity (correct answer)
4. health

Answer: C. maternity. Pregnancy and maternity is one of the characteristics the Handbook lists. TfL PHV Driver's Handbook, Section 8

12. Marriage and civil blank is a protected characteristic under the Equality Act.

1. ceremony
2. law
3. union
4. partnership (correct answer)

Answer: D. partnership. Marriage and civil partnership is one of the characteristics the Handbook lists. TfL PHV Driver's Handbook, Section 8

13. A passenger uses racist language about another person. What does the Handbook say about this?

1. It is acceptable if the person cannot hear it
2. It is unacceptable from drivers and customers (correct answer)
3. It only matters if it comes from the driver
4. It is only a problem if the operator is told

Answer: B. It is unacceptable from drivers and customers. The Handbook says it is unacceptable for a driver or a customer to use language or behave in a way that discriminates. TfL PHV Driver's Handbook, Section 8

14. A passenger's religious dress makes you feel uneasy. How should you treat them?

1. With questions about where they come from
2. With a higher fare, in case of any trouble
3. With a refusal, if you explain your reason
4. With the same respect as any passenger (correct answer)

Answer: D. With the same respect as any passenger. The Handbook says treat all passengers in a professional, respectful way, without judging or assuming anything about them. TfL PHV Driver's Handbook, Section 8

15. If there is enough evidence and it is in the public interest, TfL will always blank a driver who breaks the Equality Act.

1. warn
2. retrain
3. prosecute (correct answer)
4. fine

Answer: C. prosecute. The Handbook says TfL investigates any complaint and will always prosecute if there is enough evidence and it is in the public interest. TfL PHV Driver's Handbook, Section 8

16. You are convicted of an offence under the Equality Act. What may TfL do?

1. Move your licence to another operator instead
2. Ask you to pay your passenger's future fares
3. Suspend or revoke your PHV driver's licence (correct answer)
4. Take no action on your PHV licence at all

Answer: C. Suspend or revoke your PHV driver's licence. TfL will decide if you are suitable to be a licensed PHV driver, and may suspend or revoke your licence. TfL PHV Driver's Handbook, Section 8

17. It is illegal to treat a person unfairly because of their blank.

1. choice of destination
2. method of payment
3. late booking time
4. gender reassignment (correct answer)

Answer: D. gender reassignment. Gender reassignment is a protected characteristic. The Handbook says it is illegal to treat anyone unfairly because of one. TfL PHV Driver's Handbook, Section 8

18. You drive a designated wheelchair accessible PHV. A passenger wants to stay in their wheelchair. What must you do?

1. Ask them to move into a passenger seat for the trip
2. Carry them in it, with the safety belts attached (correct answer)
3. Refuse the booking, unless another person comes along
4. Carry them in it, with the safety belts left undone

Answer: B. Carry them in it, with the safety belts attached. Section 165 says you must carry the passenger in the wheelchair, and the Handbook says the safety belts must be attached to keep it in a safe position. TfL PHV Driver's Handbook, Section 8; Equality Act 2010, s.165

19. In a designated vehicle, safety belts must be blank to the wheelchair so it stays in a safe position.

1. removed
2. attached (correct answer)
3. tied
4. fitted loose

Answer: B. attached. The belts go on the wheelchair itself. That stops it moving during the journey. TfL PHV Driver's Handbook, Section 8; Equality Act 2010, s.165

20. Loading a passenger's wheelchair takes ten extra minutes. Can you charge more for this?

1. Yes, if you explain the charge before setting off
2. Yes, but only if the journey is outside London
3. No, you cannot charge or propose any extra (correct answer)
4. Yes, a small extra charge is allowed for time

Answer: C. No, you cannot charge or propose any extra. The law says no additional charge may be made, or proposed, for carrying out these duties. TfL PHV Driver's Handbook, Section 8; Equality Act 2010, s.165

21. You drive a designated wheelchair accessible vehicle. Your blank should know this.

1. operator (correct answer)
2. insurer
3. mechanic
4. passenger

Answer: A. operator. Your operator needs to know that the vehicle you drive is designated. TfL PHV Driver's Handbook, Section 8

22. When you pick up or drop off a wheelchair user, avoid places where the pavement is on a blank.

1. corner
2. slope (correct answer)
3. bridge
4. junction

Answer: B. slope. The Handbook says to be careful where you stop for wheelchair users, and to avoid sloping pavements. TfL PHV Driver's Handbook, Section 8

23. Your PHV is not on the designated list. A disabled passenger's folded wheelchair fits safely in the boot. What must you do?

1. Refuse it, as only designated vehicles have this duty
2. Carry it, but add an extra charge for loading it
3. Carry it, help them load it and not charge extra (correct answer)
4. Carry it only if the passenger can load it alone

Answer: C. Carry it, help them load it and not charge extra. Since June 2022, section 164A has covered PHVs that are not designated. You must carry the wheelchair and give reasonable help, at no extra charge. TfL PHV Driver's Handbook, Section 8; Equality Act 2010, s.164A

24. You must also carry a disabled passenger's blank, such as a walking frame, at no extra charge.

1. shopping trolley
2. pushchair
3. folding bike
4. mobility aids (correct answer)

Answer: D. mobility aids. Since June 2022 the law includes mobility aids, which are items a passenger uses to help them get around. There is a defence if they cannot safely or reasonably be carried. TfL PHV Driver's Handbook, Section 8; Equality Act 2010, s.164A and s.165

25. You are told before a journey that a disabled passenger needs help to find your PHV. What must you do?

1. Tell them to look out for the number plate
2. Wait in the vehicle until they come to find it
3. Take reasonable steps to help them find it (correct answer)
4. Charge a small fee for going to meet them

Answer: C. Take reasonable steps to help them find it. Section 165A says you must take reasonable steps to help them identify and find the vehicle, and you cannot charge extra. TfL PHV Driver's Handbook, Section 8; Equality Act 2010, s.165A

26. A driver whose poor health makes it too hard to help wheelchair users can apply to TfL for an exemption blank.

1. payment
2. badge
3. phone call
4. certificate (correct answer)

Answer: D. certificate. The Handbook says to contact TfL to apply. Under section 166 it covers the mobility assistance duties, on medical grounds or because of the driver's physical condition. TfL PHV Driver's Handbook, Section 8; Equality Act 2010, s.166

27. A passenger with an assistance dog gets in your PHV. Where does the dog travel?

1. In the footwell, with the passenger (correct answer)
2. In the boot, with the luggage
3. On the seat next to the driver
4. In a crate on the back seat

Answer: A. In the footwell, with the passenger. The dog stays with its owner, in the footwell. You must allow this. TfL PHV Driver's Handbook, Section 8; Equality Act 2010, s.170

28. Section blank of the Equality Act says PHV drivers must accept passengers with assistance dogs.

1. 165
2. 168
3. 173
4. 170 (correct answer)

Answer: D. 170. Section 170 covers private hire vehicles. Section 168 is the matching rule for taxis. TfL PHV Driver's Handbook, Section 8; Equality Act 2010, s.170

29. You accept a booking for a passenger with an assistance dog. Can you add a charge for the dog?

1. No, you cannot charge extra for the dog (correct answer)
2. Yes, if you tell them before you set off
3. Yes, but only on a longer journey
4. Yes, but only if your operator agrees it

Answer: A. No, you cannot charge extra for the dog. Drivers and operators cannot charge, or propose to charge, extra for carrying an assistance dog. TfL PHV Driver's Handbook, Section 8; Equality Act 2010, s.170

30. Assistance dogs are blank animals, so do not treat them like pets.

1. guard
2. working (correct answer)
3. police
4. farm

Answer: B. working. The Handbook calls them highly trained working animals. Do not stroke them, feed them or distract them. TfL PHV Driver's Handbook, Section 8

31. An assistance dog gets into your vehicle. Which of these should you avoid?

1. Letting it sit in the footwell
2. Stroking or feeding it (correct answer)
3. Letting its owner hold the lead
4. Driving the passenger as booked

Answer: B. Stroking or feeding it. The Handbook says not to stroke or feed assistance dogs, or distract them in any way. TfL PHV Driver's Handbook, Section 8

32. A passenger says their dog is an assistance dog, but it has no jacket. What should you do?

1. Accept the booking, as not all dogs wear a jacket (correct answer)
2. Refuse the booking, as all these dogs wear a jacket
3. Charge extra until you have seen the dog's jacket
4. Ask them to come back with a dog wearing a jacket

Answer: A. Accept the booking, as not all dogs wear a jacket. The Handbook says an assistance dog may not always wear a jacket. Assistance dogs are also not always the same breed. TfL PHV Driver's Handbook, Section 8; Equality Act 2010, s.170

33. You can sometimes tell what help a dog gives from the blank of its jacket.

1. colour (correct answer)
2. price
3. age
4. size

Answer: A. colour. The Handbook says the colour of the jacket can sometimes show what type of assistance the dog provides. TfL PHV Driver's Handbook, Section 8

34. A driver says their religion means they cannot carry an assistance dog. What is the position?

1. They must carry it, unless they have a medical exemption (correct answer)
2. They can refuse it on religious grounds at any time
3. They can refuse it if they tell their operator first
4. They can refuse it if they find another driver for it

Answer: A. They must carry it, unless they have a medical exemption. The Handbook says exemptions are only for medical reasons. In 2002 the Shariat Council confirmed trained assistance dogs may travel in PHVs driven by Muslims. TfL PHV Driver's Handbook, Section 8; Equality Act 2010, s.171

35. The only reason a PHV driver can get an exemption from carrying assistance dogs is blank reasons.

1. religious
2. medical (correct answer)
3. personal
4. financial

Answer: B. medical. The Handbook and section 171 say an exemption is only for medical reasons. The driver must apply to TfL. TfL PHV Driver's Handbook, Section 8; Equality Act 2010, s.171

36. Which of these could support an application for an exemption from carrying assistance dogs?

1. Wanting to keep your seats clean
2. Being busy during a long shift
3. Having a vehicle that is new
4. Asthma that gets worse near dogs (correct answer)

Answer: D. Asthma that gets worse near dogs. The Handbook gives asthma made worse by dogs, an allergy, and a fear of dogs (a phobia) as examples. TfL PHV Driver's Handbook, Section 8; Equality Act 2010, s.171

37. If TfL grants an exemption, you must display an Exemption Notice in the blank of your vehicle.

1. windscreen (correct answer)
2. glove box
3. boot
4. rear door

Answer: A. windscreen. The Handbook says to display the Exemption Notice in the windscreen of your vehicle. TfL PHV Driver's Handbook, Section 8