SERU staying safe: questions and answers

1. A passenger in your PHV starts to shout angrily at you. What can you do first?

1. Shout back so that they stop
2. Tell them you will not accept that behaviour (correct answer)
3. Say nothing and hope that they calm down
4. Drive faster to finish the journey early

Answer: B. Tell them you will not accept that behaviour. You have a right to say that you will not accept angry or violent behaviour. If that fails, you can ask them to leave when it is safe. TfL PHV Driver's Handbook, Section 4

2. You can ask a violent passenger to leave your vehicle, but only if it is blank.

1. paid for already
2. safe to do so (correct answer)
3. agreed by TfL
4. during the day

Answer: B. safe to do so. The Handbook puts safety first. Ask the person to leave only when it is safe to do this. TfL PHV Driver's Handbook, Section 4

3. Someone shouts offensive words at you because of your faith. What is this?

1. A hate crime (correct answer)
2. A parking offence
3. A customer complaint
4. A licensing matter only

Answer: A. A hate crime. Offensive or violent behaviour because of race, faith, sexual orientation, disability or gender identity is a hate crime. TfL urges you to report it to the police. TfL PHV Driver's Handbook, Section 4

4. A passenger racially abused you yesterday. Nobody is in danger now. Which number should you call to tell the police?

1. 999
2. 111
3. 116 123
4. 101 (correct answer)

Answer: D. 101. TfL advises drivers to report these incidents to the police as soon as possible. Use 101, or 999 in an emergency. TfL PHV Driver's Handbook, Section 4

5. Check the passenger's name and destination before they get in. This helps to make sure they do not get into the blank.

1. back seat
2. wrong vehicle (correct answer)
3. front seat
4. next booking

Answer: B. wrong vehicle. A check before the passenger gets in helps to stop mistakes and reduces the risk of a disagreement. TfL PHV Driver's Handbook, Section 4

6. Before the journey starts, tell the passenger where you are going, the route, how long it may take and the blank.

1. tip
2. mileage
3. fare (correct answer)
4. traffic

Answer: C. fare. Being clear about these things at the start reduces the risk of a disagreement later. TfL PHV Driver's Handbook, Section 4

7. A passenger changes the destination while you are driving. Who must then tell the passenger the new fare?

1. The driver
2. TfL
3. The operator (correct answer)
4. The vehicle owner

Answer: C. The operator. Tell your operator about the change. It is the operator's job to give the passenger the new fare. TfL PHV Driver's Handbook, Section 4

8. A device that lets you call for help when you work alone is called a blank device.

1. card payment
2. lone worker (correct answer)
3. speed limiter
4. route planning

Answer: B. lone worker. You should think about carrying a lone worker device or asking your operator for one. You can use it to let someone know you need help. TfL PHV Driver's Handbook, Section 4

9. Which of these can be a warning sign that a passenger may become aggressive?

1. Looking out of the window
2. Reading messages on a phone
3. Asking how long the trip will take
4. Hands held tightly in fists (correct answer)

Answer: D. Hands held tightly in fists. Tight fists are a sign that someone is getting angrier. Others include aggressive staring, a raised voice and a sudden change in behaviour. TfL PHV Driver's Handbook, Section 4

10. A passenger who keeps blank their fingers and has crossed arms may be getting angry.

1. washing
2. counting
3. warming
4. tapping (correct answer)

Answer: D. tapping. Tapping fingers and crossed arms are both on the Handbook's list of signs that someone may become aggressive. TfL PHV Driver's Handbook, Section 4

11. A quiet passenger suddenly changes how they speak and you feel worried. What should you do?

1. Wait to see if they start to shout
2. Ignore it, as they are probably just tired
3. Ask them to give you a good rating
4. Trust your feelings and act straight away (correct answer)

Answer: D. Trust your feelings and act straight away. A change in voice or behaviour can be a warning sign. Do not ignore these signs. If you are concerned, act immediately. TfL PHV Driver's Handbook, Section 4

12. If you notice a possible problem early, you have more blank to avoid it.

1. choices (correct answer)
2. rights
3. money
4. passengers

Answer: A. choices. Spotting a problem early gives you more ways to deal with it before it gets worse. TfL PHV Driver's Handbook, Section 4

13. A passenger is upset and getting louder. What is the best way to speak to them?

1. Calmly, without raising your voice (correct answer)
2. Loudly, so they can hear you clearly
3. Quickly, so the talk ends sooner
4. Not at all, even if they ask you something

Answer: A. Calmly, without raising your voice. Talking calmly and not raising your voice is one of the ways to reduce the chance of violence. TfL PHV Driver's Handbook, Section 4

14. When an angry passenger is telling you their problem, listen and do not blank them.

1. answer
2. look at
3. help
4. interrupt (correct answer)

Answer: D. interrupt. Listening without interrupting, responding to their concerns and asking questions can all reduce the risk of violence. TfL PHV Driver's Handbook, Section 4

15. A passenger keeps complaining about something you cannot fix. What is a good way to end the talk?

1. Say that the problem is their own fault
2. Promise them a refund from your own money
3. Say someone at the destination may be able to sort it out (correct answer)
4. Turn up the radio until they stop talking

Answer: C. Say someone at the destination may be able to sort it out. A planned way to excuse yourself helps in a difficult situation, such as saying someone at the address may be able to help. TfL PHV Driver's Handbook, Section 4

16. You cannot calm a passenger and fear violence. If necessary, find a safe place to stop, turn off the engine and blank.

1. take the keys and get out (correct answer)
2. leave the keys and get out
3. stay in your seat and wait
4. lock the passenger inside

Answer: A. take the keys and get out. Getting away is the aim. If the person also gets out, you may be able to get back in, lock the doors and drive away if it is safe. TfL PHV Driver's Handbook, Section 4

17. Why can a passenger who has taken drugs or alcohol be difficult to deal with?

1. They are not allowed to use a PHV
2. They always refuse to pay the fare
3. Their behaviour can be hard to predict (correct answer)
4. They will always become violent

Answer: C. Their behaviour can be hard to predict. Drink and drugs can affect how clearly someone thinks and communicates. Some people may become aggressive, but not all. TfL PHV Driver's Handbook, Section 4

18. Drink and drugs can make it harder for a passenger to think or blank clearly.

1. sleep
2. pay
3. sit
4. communicate (correct answer)

Answer: D. communicate. This is why a passenger may not be able to confirm where they want to go. TfL PHV Driver's Handbook, Section 4

19. You arrive at a pick-up. You are worried about the passenger's condition. What should you do?

1. Contact TfL to ask for a new licence
2. Contact your operator immediately (correct answer)
3. Leave without telling anyone at all
4. Ask them to walk in a straight line

Answer: B. Contact your operator immediately. Pick-up is your chance to see how the passenger is, in body and mind. If you are worried, call your operator straight away. TfL PHV Driver's Handbook, Section 4

20. You have the right to refuse a passenger who cannot blank because of drink or drugs.

1. walk (correct answer)
2. pay by card
3. sit in the front
4. use a phone

Answer: A. walk. You can refuse them because you cannot be sure they could get out of your vehicle without help. TfL PHV Driver's Handbook, Section 4

21. A passenger is too drunk to confirm the address, but a friend is with them. What should you try to do?

1. Ask the friend to pay double the fare
2. Drive to the address in their phone
3. Insist that the friend travels with them (correct answer)
4. Drop them at the nearest police station

Answer: C. Insist that the friend travels with them. If possible, insist a friend comes with them, or speak to a friend by phone to confirm the destination. TfL PHV Driver's Handbook, Section 4

22. A passenger is unconscious and no one else can help. Call 999 and blank until the emergency services arrive.

1. drive them to hospital
2. move them out of the car
3. go to your next booking
4. stay with them (correct answer)

Answer: D. stay with them. If someone is unconscious, extremely unwell or injured and there is no one else to help, call 999 and stay until help comes. TfL PHV Driver's Handbook, Section 4

23. An injured passenger is being violent while you wait for an ambulance. Where should you wait?

1. Somewhere safe where you can still see them (correct answer)
2. Right beside them, to hold them still
3. Far away, where you cannot see them
4. In the car with them and the doors locked

Answer: A. Somewhere safe where you can still see them. Think about your own safety first. Move somewhere safe, but keep the person in view until the emergency services arrive. TfL PHV Driver's Handbook, Section 4

24. When a passenger is unwell and aggressive, think about your blank first and do not put yourself at risk.

1. next booking
2. personal safety (correct answer)
3. star rating
4. vehicle insurance

Answer: B. personal safety. You should help by calling the emergency services, but you must not put yourself in danger. TfL PHV Driver's Handbook, Section 4

25. A passenger attacks you. Who should you tell?

1. Only your family, as it is a private matter
2. Your operator and, if needed, the police or an ambulance (correct answer)
3. No one, unless you have a serious injury
4. Only the next passenger who gets in your car

Answer: B. Your operator and, if needed, the police or an ambulance. Tell your operator. If necessary, also call the police, an ambulance or both, depending on what happened. TfL PHV Driver's Handbook, Section 4

26. Find out blank what your operator's reporting procedures are.

1. only after an attack
2. when your licence ends
3. before anything happens (correct answer)
4. when a passenger asks

Answer: C. before anything happens. It is important to know in advance where you can go for help and how to report an incident. TfL PHV Driver's Handbook, Section 4

27. A passenger almost hit you, but in the end nothing happened. What should you do?

1. Forget about it, as no one was hurt
2. Find the passenger and speak to them
3. Record and report it (correct answer)
4. Report it only if it happens three times

Answer: C. Record and report it. Incidents that almost happened should be recorded and reported, as well as ones that did happen. TfL PHV Driver's Handbook, Section 4

28. Which of these should you put in your record of an incident?

1. Details of any witnesses (correct answer)
2. How much you earned that day
3. The weather forecast for the next day
4. Your views on the attacker's country

Answer: A. Details of any witnesses. A record should include when and where it happened, details of the attacker, witnesses, injuries and what action was taken. TfL PHV Driver's Handbook, Section 4

29. When you record an incident, say what type it was, for example a verbal threat, a written threat or a physical blank.

1. fault
2. assault (correct answer)
3. delay
4. repair

Answer: B. assault. The type of incident is one of the details the Handbook asks you to record. TfL PHV Driver's Handbook, Section 4

30. Something frightening happens while you are away from your vehicle. What should you do when you get back to it?

1. Drive off fast in case they come back
2. Start your next booking to take your mind off it
3. Go back and find the person who did it
4. Try to calm down before you drive off (correct answer)

Answer: D. Try to calm down before you drive off. Get to your vehicle when you can, then try to take time to calm down before driving. TfL PHV Driver's Handbook, Section 4

31. A CCTV camera may make your insurance cheaper, because a recording can be useful blank in a dispute.

1. advertising
2. entertainment
3. evidence (correct answer)
4. training

Answer: C. evidence. A recording can help to show what happened when there is a dispute with a passenger. CCTV can also reduce threats and violence. TfL PHV Driver's Handbook, Section 4

32. Your PHV has CCTV. Where must the TfL CCTV sign go?

1. Where passengers can see it and it does not block your view (correct answer)
2. On the outside of the boot of the vehicle
3. In the glove box, ready to show if someone asks
4. Inside the driver's door, facing the driver

Answer: A. Where passengers can see it and it does not block your view. TfL requires a sign in all PHVs with CCTV. The owner chooses the place, but it must be easy for passengers to see and must not block the driver's view. TfL PHV Driver's Handbook, Section 4