Taxi Knowledge Test
Back to the practice page

SERU equality and disability: questions and answers

37 practice questions for the TfL SERU assessment, with answers and explanations at the end.

Free from taxiknowledgetest.co.uk. Not an official council or TfL document: check the current official guidance.

Questions

Helping passengers

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

    • A. Take their arm at once and walk them to the vehicle
    • B. Say nothing and wait until they complain about it
    • C. Ask the person with them what they think is best
    • D. Ask if they need help, then wait for an answer

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

    • A. The disabled passenger
    • B. The carer
    • C. Your operator
    • D. Whoever is nearer to you

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

    • A. hands
    • B. lips
    • C. licence
    • D. eyes

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

    • A. To keep a record of each passenger's disability
    • B. To ask passengers to sign for any extra charges
    • C. To write things down for passengers who need that
    • D. To draw a route map for your operator each day

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

    • A. Hold their arm and pull them towards the vehicle
    • B. Walk ahead of them and call out to them as you go
    • C. Hold their shoulders and push them gently forward
    • D. Stand by their side and let them hold your arm

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

    • A. lap
    • B. bag
    • C. hand
    • D. pocket

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

    • A. Tell them about the change
    • B. Say nothing unless they ask you
    • C. Tell them after you have arrived
    • D. Ask them to call your operator

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

    • A. hear
    • B. count
    • C. see
    • D. check

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

    • A. fastened
    • B. loosened
    • C. removed
    • D. folded

The Equality Act

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

    • A. Income
    • B. Sexual orientation
    • C. Job title
    • D. Home address

  2. Pregnancy and is a protected characteristic under the Equality Act.

    • A. childcare
    • B. family size
    • C. maternity
    • D. health

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

    • A. ceremony
    • B. law
    • C. union
    • D. partnership

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

    • A. It is acceptable if the person cannot hear it
    • B. It is unacceptable from drivers and customers
    • C. It only matters if it comes from the driver
    • D. It is only a problem if the operator is told

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

    • A. With questions about where they come from
    • B. With a higher fare, in case of any trouble
    • C. With a refusal, if you explain your reason
    • D. With the same respect as any passenger

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

    • A. warn
    • B. retrain
    • C. prosecute
    • D. fine

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

    • A. Move your licence to another operator instead
    • B. Ask you to pay your passenger's future fares
    • C. Suspend or revoke your PHV driver's licence
    • D. Take no action on your PHV licence at all

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

    • A. choice of destination
    • B. method of payment
    • C. late booking time
    • D. gender reassignment

Wheelchair users and mobility aids

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

    • A. Ask them to move into a passenger seat for the trip
    • B. Carry them in it, with the safety belts attached
    • C. Refuse the booking, unless another person comes along
    • D. Carry them in it, with the safety belts left undone

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

    • A. removed
    • B. attached
    • C. tied
    • D. fitted loose

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

    • A. Yes, if you explain the charge before setting off
    • B. Yes, but only if the journey is outside London
    • C. No, you cannot charge or propose any extra
    • D. Yes, a small extra charge is allowed for time

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

    • A. operator
    • B. insurer
    • C. mechanic
    • D. passenger

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

    • A. corner
    • B. slope
    • C. bridge
    • D. junction

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

    • A. Refuse it, as only designated vehicles have this duty
    • B. Carry it, but add an extra charge for loading it
    • C. Carry it, help them load it and not charge extra
    • D. Carry it only if the passenger can load it alone

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

    • A. shopping trolley
    • B. pushchair
    • C. folding bike
    • D. mobility aids

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

    • A. Tell them to look out for the number plate
    • B. Wait in the vehicle until they come to find it
    • C. Take reasonable steps to help them find it
    • D. Charge a small fee for going to meet them

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

    • A. payment
    • B. badge
    • C. phone call
    • D. certificate

Assistance dogs

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

    • A. In the footwell, with the passenger
    • B. In the boot, with the luggage
    • C. On the seat next to the driver
    • D. In a crate on the back seat

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

    • A. 165
    • B. 168
    • C. 173
    • D. 170

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

    • A. No, you cannot charge extra for the dog
    • B. Yes, if you tell them before you set off
    • C. Yes, but only on a longer journey
    • D. Yes, but only if your operator agrees it

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

    • A. guard
    • B. working
    • C. police
    • D. farm

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

    • A. Letting it sit in the footwell
    • B. Stroking or feeding it
    • C. Letting its owner hold the lead
    • D. Driving the passenger as booked

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

    • A. Accept the booking, as not all dogs wear a jacket
    • B. Refuse the booking, as all these dogs wear a jacket
    • C. Charge extra until you have seen the dog's jacket
    • D. Ask them to come back with a dog wearing a jacket

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

    • A. colour
    • B. price
    • C. age
    • D. size

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

    • A. They must carry it, unless they have a medical exemption
    • B. They can refuse it on religious grounds at any time
    • C. They can refuse it if they tell their operator first
    • D. They can refuse it if they find another driver for it

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

    • A. religious
    • B. medical
    • C. personal
    • D. financial

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

    • A. Wanting to keep your seats clean
    • B. Being busy during a long shift
    • C. Having a vehicle that is new
    • D. Asthma that gets worse near dogs

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

    • A. windscreen
    • B. glove box
    • C. boot
    • D. rear door

Answers

  1. 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.
  2. A. The disabled passenger. The Handbook says to talk directly to the older or disabled person, not to the person with them.
  3. B. lips. The Handbook says facing them so they can see your lips can help, and so can speaking loudly and clearly.
  4. 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.
  5. 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.
  6. C. hand. Counting the money into their hand lets the passenger check it is right.
  7. 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.
  8. C. see. The Handbook says not all disabilities are easy to see, so offer help or be prepared to help any passenger.
  9. A. fastened. The Handbook says to be patient and make sure they are comfortable, with their seat belt fastened, before you set off.
  10. 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.
  11. C. maternity. Pregnancy and maternity is one of the characteristics the Handbook lists.
  12. D. partnership. Marriage and civil partnership is one of the characteristics the Handbook lists.
  13. 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.
  14. 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.
  15. 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.
  16. 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.
  17. D. gender reassignment. Gender reassignment is a protected characteristic. The Handbook says it is illegal to treat anyone unfairly because of one.
  18. 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.
  19. B. attached. The belts go on the wheelchair itself. That stops it moving during the journey.
  20. 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.
  21. A. operator. Your operator needs to know that the vehicle you drive is designated.
  22. B. slope. The Handbook says to be careful where you stop for wheelchair users, and to avoid sloping pavements.
  23. 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.
  24. 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.
  25. 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.
  26. 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.
  27. A. In the footwell, with the passenger. The dog stays with its owner, in the footwell. You must allow this.
  28. D. 170. Section 170 covers private hire vehicles. Section 168 is the matching rule for taxis.
  29. A. No, you cannot charge extra for the dog. Drivers and operators cannot charge, or propose to charge, extra for carrying an assistance dog.
  30. B. working. The Handbook calls them highly trained working animals. Do not stroke them, feed them or distract them.
  31. B. Stroking or feeding it. The Handbook says not to stroke or feed assistance dogs, or distract them in any way.
  32. 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.
  33. A. colour. The Handbook says the colour of the jacket can sometimes show what type of assistance the dog provides.
  34. 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.
  35. B. medical. The Handbook and section 171 say an exemption is only for medical reasons. The driver must apply to TfL.
  36. 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.
  37. A. windscreen. The Handbook says to display the Exemption Notice in the windscreen of your vehicle.

Sources

  • Private Hire Vehicle Driver's Handbook, version 1.0, Transport for London, published 30 September 2021. Checked 1 November 2026. https://content.tfl.gov.uk/phv-driver-handbook-v1.pdf
  • Equality Act 2010, section 164A: disabled passengers, duties of drivers, legislation.gov.uk, Latest revised text, read as it stands today.. Checked 1 November 2026. https://www.legislation.gov.uk/ukpga/2010/15/section/164A
  • Equality Act 2010, section 165: designated taxis and private hire vehicles, legislation.gov.uk, Latest revised text, read as it stands today.. Checked 1 November 2026. https://www.legislation.gov.uk/ukpga/2010/15/section/165
  • Equality Act 2010, section 165A: help to find the vehicle, legislation.gov.uk, Latest revised text, read as it stands today.. Checked 1 November 2026. https://www.legislation.gov.uk/ukpga/2010/15/section/165A
  • Equality Act 2010, section 166: exemption certificates, legislation.gov.uk, Latest revised text, read as it stands today.. Checked 1 November 2026. https://www.legislation.gov.uk/ukpga/2010/15/section/166
  • Equality Act 2010, section 170: assistance dogs in private hire vehicles, legislation.gov.uk, Latest revised text, read as it stands today.. Checked 1 November 2026. https://www.legislation.gov.uk/ukpga/2010/15/section/170
  • Equality Act 2010, section 171: assistance dog exemption certificates, legislation.gov.uk, Latest revised text, read as it stands today.. Checked 1 November 2026. https://www.legislation.gov.uk/ukpga/2010/15/section/171
  • Taxis and Private Hire Vehicles (Disabled Persons) Act 2022, section 1, legislation.gov.uk, Latest revised text, read as it stands today.. Checked 1 November 2026. https://www.legislation.gov.uk/ukpga/2022/29/section/1