TAXI SERVICES COMMISSION
Taxi and Hire Car Knowledge Handbook
DRIVING A HIRE CAR
The Taxi Services Commission (TSC) has prepared the Taxi and Hire Car Knowledge Handbook for the purposes of preparing for taking one or more modules of the Knowledge test. There are five sections in this handbook:
· Introduction
· Driver Behaviour
· General Understanding for Drivers
· Knowing Your Way Around Melbourne
· Driving a Hire Car.
There is also the Wheelchair Accessible Taxi (WAT) Handbook for the purposes of preparing for taking the Wheelchair Accessible Taxi (WAT) Endorsement:
· Theoretical assessment (computer based)
· Practical assessment.
Published by Taxi Services Commission
80 Collins Street
Melbourne VIC 3000.
© Taxi Services Commission 2015
This publication is copyright. No part may be reproduced by any process except in accordance with the provisions of the Copyright Act 1968.
Authorised by Taxi Services Commission, 80 Collins Street, Melbourne VIC 3000.
Disclaimer
The TSC may update this handbook from time to time. Please visit www.taxi.vic.gov.au for the most up to date version of this handbook.
The information presented in this and the other Knowledge handbooks is of a general nature only. It is a summary of the information taxi and/or hire car drivers will need to know to pass relevant modules of the Knowledge test, and does not replace the need to consult relevant laws or any conditions that may apply to your accreditation. Driver accreditation applicants using this handbook are responsible for their own preparation. The Taxi Services Commission does not guarantee or make any representations that users of this handbook will be able to obtain driver accreditation. For more information on driver accreditation, please visit www.taxi.vic.gov.au.
You can view laws relevant to the Knowledge test, including the Transport (Compliance and Miscellaneous) Act 1983,Transport (Taxi-Cabs) Regulations 2005, Road Safety Road Rules 2009, and other Acts or Regulations at www.legislation.vic.gov.au. Commonwealth legislation, including the Disability Discrimination Act 1992, is available at www.comlaw.gov.au.
CONTENTS
1. METROPOLITAN HIRE CAR MODULE OF THE KNOWLEDGE TEST 1
2. THE RULES FOR HIRE CARS 2
2.1 How hire cars operate 2
2.2 Annual vehicle inspection 2
3. THE RULES FOR HIRE CAR DRIVERS 3
3.1 Expected behaviour of hire car drivers 3
3.2 Knowing and obeying the road rules 3
3.3 Use of mobile phones 3
3.4 Seatbelts for passengers 4
3.5 No touting 4
3.6 Use of visual display units (VDUs) 5
3.7 No discrimination 5
3.8 Assault 6
4. CUSTOMER SERVICE 7
4.1 Greeting customers 7
4.2 Verbal and non-verbal communication (presentation) 7
4.3 Communication with passengers with disability 8
4.4 Dealing with different people 9
4.5 Being a professional driver 9
4.6 Anticipate issues to determine the best route of travel 10
4.7 Using mobile phones 11
4.8 Behaving appropriately around passengers 11
4.9 Handling customer dissatisfaction 13
4.10 Responding to passenger needs 13
4.11 Dealing with difficult situations 14
4.12 Methods for dealing with difficult customers 14
4.13 Handling unacceptable customer behaviour 15
5. DRIVING SAFELY 16
5.1 Emergency situations 16
5.2 Dealing with bad driving from others 16
5.3 Managing fatigue 16
5.4 Driving safely according to road conditions 17
SAMPLE KNOWLEDGE QUESTIONS 19
1. METROPOLITAN HIRE CAR MODULE OF THE KNOWLEDGE TEST
This section of the handbook is designed to provide useful information that can act as reference and support for the hire car industry, existing drivers and other interested parties. This section is also a useful guide to those wishing to prepare to sit the Metropolitan Hire Car module of the Knowledge test.
Applicants who want to be accredited to drive a hire car in the metropolitan hire car zone need to pass the Metropolitan Hire Car module of the Knowledge test.
Drivers who have been accredited for less than five years, and want to continue driving a hire car in the metropolitan hire car zone, will also need to pass the Metropolitan Hire Car module of the Knowledge test.
If a driver fails to complete the module, their endorsement to drive in the metropolitan hire car zone may be removed and it will be an offence to continue to drive in the metropolitan hire car zone.
For more information see the Introduction section of this handbook or visit www.taxi.vic.gov.au.
2. THE RULES FOR HIRE CARS
2.1 How hire cars operate
Hire cars can be luxury sedans, stretched limousines, hybrids or non-luxury vehicles. They must always be pre-booked.
Hire cars are an alternative for people who are looking for point-to-point travel options, but are able to plan and book in advance.
Similarities between hire cars and taxis
Both hire cars and taxis:
· are Commercial Passenger Vehicles (CPVs)
· drivers must obey the road rules
· include GST in the fares
· drivers must hold a valid driver accreditation.
Differences between hire cars and taxis
The major differences are:
· Hire cars can only accept pre-booked fares. Taxis can accept pre-booked fares but can also pick up passengers from a taxi rank and people who hail the taxi.
· Fares for hire cars are negotiated between a passenger and a driver or the hire company before the journey. Taxis fares are determined by the taximeter through a regulated maximum fare or a price notified fare, and may also include other relevant surcharges and fees.
· Zones
· Hire cars are licensed to operate in either the metropolitan hire car zone or the country hire car zone.
· Metropolitan hire cars can accept pre-booked work to or from anywhere in Victoria.
· Country hire cars can accept pre-booked work to or from anywhere in Victoria, except for a journey that is wholly within the metropolitan hire car zone.
Additional information
There is more information about hire cars and hire car drivers on the Taxi Services Commission (TSC) website – www.taxi.vic.gov.au.
2.2 Annual vehicle inspection
It is a condition of a hire car licence that the vehicle is inspected by a licensed taxi tester at least once every
12 months.
A full roadworthy test must be completed and the roadworthy sticker kept up to date inside the vehicle.
3. THE RULES FOR HIRE CAR DRIVERS
3.1 Expected behaviour of hire car drivers
As a professional hire car driver you are expected to:
· be courteous, polite and helpful to passengers
· know and follow the road rules
· understand, read and speak English
· be honest
· carry your Driver Accreditation Certificate
· be ethical.
TIPYou must have your Driver Accreditation Certificate with you when you are driving a passenger.
3.2 Knowing and obeying the road rules
You must know and obey the Victorian road rules.
You can find out about the Victorian road rules from:
· the VicRoads website at www.vicroads.vic.gov.au
· the Road To Solo Driving handbook, which is available in English, Arabic, Mandarin, Turkish and Vietnamese.
You can download the Road to Solo Driving handbook online from VicRoads at www.vicroads.vic.gov.au. You can also purchase a copy of the Road to Solo Driving handbook:
· from a VicRoads Customer Service Centre
· by calling VicRoads on (03) 8391 3255
· from the Royal Automobile Club of Victoria (RACV), selected news agencies, some libraries and other retail outlets.
Many road rules are common throughout Australia, but some are specific to Victoria, such as those relating to trams and making right hand turns (hook turns) in the Melbourne CBD.
Sometimes passengers will ask you to do things that are unreasonable or illegal, such as speeding because they are running late, or doing an illegal U-turn or parking illegally to drop them off. You should always follow the road rules.
TIPYou must always follow the road rules and obey parking restrictions.
3.3 Use of mobile phones
It is illegal to use a mobile phone while you are driving, including when the vehicle is moving or stopped in traffic, unless you are:
· making or receiving a phone call using voice activation (hands free), or the mobile is in an approved holder (a commercially designed mobile phone holder attached to the vehicle)
· playing music while driving and the mobile is not being held by you or it is an approved holder
· using a map application with the mobile in an approved holder.
While you are driving (when the vehicle is moving or stationary in traffic) you must not:
· send or read a text message
· send or read emails or any similar message communications.
Also see 4.7 Using mobile phones.
TIPIf you need to use your mobile to send or read a text message or email, pull over and park legally on the side of the road first.
3.4 Seatbelts for passengers
All passengers are expected to wear seatbelts.
You are responsible for making sure that:
· all passengers are wearing seatbelts or using child restraints correctly
· there is only one person in each seating position and seatbelt.
Note that while taxis have an exemption for the child car seat requirements, hire cars do not.
3.5 No touting
Under the Transport (Compliance and Miscellaneous) Act 1983, it is illegal for you to tout your hire car services. Touting is when you, or someone on your behalf, approach a potential passenger offering the use of your hire car.
SITUATION / TOUTING OR NOT TOUTINGA woman at the airport notices your car and asks you for your business card so she can use your services next time. / This is not touting
You approach a family coming out of the airport terminal and ask if they would like to hire your car. / This is touting
You have dropped off a passenger at an event. A group approach you and ask for your card so they can call you at the end of the event. / This is not touting
You see a group of people trying to hail a taxi. You approach them and offer your hire car services. / This is touting
A man asks you where the taxi rank is. You offer your hire car as an alternative. / This is not touting as the man approached the hire car. BUT it is a breach of hire car licence conditions as the passenger did not pre-book the hire car.
You work with a ‘spotter’ at the airport. This person approaches people to ask if they would like to use a hire car. The spotter then brings the passenger to your hire car. / This is touting
You have an agreement with the management at a hotel to leave your cards in the hotel lobby. / This is not touting
3.6 Use of visual display units (VDUs)
Some hire cars have visual display units (VDUs) installed to display advertising. Any advertising must comply with the Australian Association of National Advertisers (AANA) Code of Ethics. Advertising should not:
· be for sexual or erotic services
· use overtly sexualised imagery or messaging
· have references to a religious service or belief
· promote a political party, group or belief.
Only VDUs that are approved by TSC for displaying commercial advertising for rear seat viewing are permitted.
3.7 No discrimination
You are not allowed to discriminate against people based on their culture, race, language, religion, gender, age, disability or sexual orientation.
Examples of discrimination are:
· not taking someone from a different cultural or religious background
· not taking someone who has different coloured skin from yours
· not taking a couple who are the same sex
· not taking someone who has a disability (this is covered in the Disability Discrimination Act 1992 [Cth]).
What is racism?
Racism is treating someone unfairly simply because of their race, colour, descent, nationality, ethnic origin or immigrant status. Racism is unacceptable and illegal and under the law you must treat people of all backgrounds equally.
As a hire car driver you must treat all passengers with politeness, courtesy and respect.
It is not okay to refuse a passenger because they are from a different background or have values you do not believe in.
TIPYou need to be fair to everyone all the time.
3.8 Assault
It is not acceptable for you to assault a passenger under any circumstances, even if the passenger is being offensive or racist towards you.
If you assault a passenger you have committed an offence and could face criminal charges, large fines and lose your driver accreditation.
4. CUSTOMER SERVICE
4.1 Greeting customers
Greeting passengers positively can involve greeting different people in different ways. When you greet a passenger you should always be polite and courteous. You should:
· smile
· speak in a friendly voice
· be polite, even if they are rude
· use positive body language
· show respect for all customers
· offer to help with putting luggage or belongings into the cab or boot.
4.2 Verbal and non-verbal communication (presentation)
Verbal communication is what you say. Non-verbal communication is using your body to communicate. Non-verbal communication is also called body language. Examples of non-verbal communication are:
· nodding or shaking your head
· smiling and other facial expressions
· making eye contact
· making gestures
· shrugging your shoulders
· standing with your hands on your hips
· folding your arms across your body.
There is positive and negative non-verbal communication. Positive non-verbal communication gives a good impression. Negative non-verbal communication gives a poor impression.
Examples of positive non-verbal communication / Examples of negative non-verbal communicationNodding to agree or show you are listening. / Not giving any indication you are listening.
Making eye contact with the passenger when you are speaking with them. / Not looking at the passenger’s face when you first meet them.
Sitting straight. / Reclining on the seat.
Driving with both hands on the wheel in the 10 o’clock and 2 o’clock positions / Driving with one hand on the wheel and the other arm on the window.
Smiling. / Scowling.
Standing outside the car without lounging. / Lounging against the car smoking.
4.3 Communication with passengers with disability