Taxi and Hire Car Knowledge Handbook - Study Guide for the Metropolitan Hire Car Assessment - DRIVING A HIRE CAR
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Taxi and Hire Car Knowledge Handbook DRIVING A HIRE CAR Study Guide for the Metropolitan Hire Car Assessment
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 ..................................................................................................................................................................... 4
3.4 Seatbelts for passengers ................................................................................................................................................................. 4
3.5 No touting ............................................................................................................................................................................................. 5
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......................................................................................................................................................... 10
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 .......................................................................................................................................... 12
4.10 Responding to passenger needs .......................................................................................................................................... 13
4.11 Dealing with difficult situations ............................................................................................................................................. 14
4.12 Methods for dealing with difficult customers ................................................................................................................ 15
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 .......................................................................................................................................................... 18
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.
1
2. THE RULES FOR HIRE CARS
2.1 How hire cars operate
Zones
Hire cars can be luxury sedans, stretched limousines,
Hire cars are licensed to operate in either the
hybrids or non-luxury vehicles. They must always be pre-
metropolitan hire car zone or the country hire car zone.
booked.
Metropolitan hire cars can accept pre-booked work to or
Hire cars are an alternative for people who are looking
from anywhere in Victoria.
for point-to-point travel options, but are able to plan
and book in advance. 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.
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 Additional information
by the taximeter through a regulated maximum
There is more information about hire cars and hire car
fare or a price notified fare, and may also
drivers on the Taxi Services Commission (TSC) website –
include other relevant surcharges and fees.
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.
2
3. THE RULES FOR HIRE
CAR DRIVERS
3.1 Expected behaviour of hire car 3.2 Knowing and obeying the road
drivers 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
As a professional hire car driver you are expected to:
road rules.
• be courteous, polite and helpful to passengers
• know and follow the road rules
• understand, read and speak English You must always follow the road rules
• be honest and obey parking restrictions.
• carry your Driver Accreditation Certificate
• be ethical.
You must have your Driver Accreditation
Certificate with you when you are driving
a passenger.
3
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 If you need to use your mobile to send
traffic, unless you are: or read a text message or email, pull
over and park legally on the side of the
• making or receiving a phone call using voice
road first.
activation (hands free), or the mobile is in an
approved holder (a commercially designed
mobile phone holder attached to the vehicle)
3.4 Seatbelts for passengers
• playing music while driving and the mobile is
not being held by you or it is an approved
holder All passengers are expected to wear seatbelts.
• using a map application with the mobile in an
You are responsible for making sure that:
approved holder.
• 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.
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 .
4
3.5 No touting
Under the Transport (Compliance and Miscellaneous) Act
You have an agreement with the This is not
management at a hotel to leave
1983 , it is illegal for you to tout your hire car services. touting
Touting is when you, or someone on your behalf, your cards in the hotel lobby.
approach a potential passenger offering the use of your
hire car.
3.6 Use of visual display units (VDUs)
A woman at the airport notices
your car and asks you for your This is not
business card so she can use touting Some hire cars have visual display units (VDUs) installed
your services next time. to display advertising. Any advertising must comply with
the Australian Association of National Advertisers (AANA)
You approach a family coming
Code of Ethics. Advertising should not:
out of the airport terminal and
This is touting
ask if they would like to hire • be for sexual or erotic services
your car. • use overtly sexualised imagery or messaging
• have references to a religious service or belief
You have dropped off a
• promote a political party, group or belief.
passenger at an event. A group
This is not
approach you and ask for your Only VDUs that are approved by TSC for displaying
touting
card so they can call you at the commercial advertising for rear seat viewing are
end of the event. permitted.
You see a group of people trying
to hail a taxi. You approach them This is touting
3.7 No discrimination
and offer your hire car services.
This is not
touting as the You are not allowed to discriminate against people
man approached based on their culture, race, language, religion, gender,
the hire car. BUT age, disability or sexual orientation.
A man asks you where the taxi it is a breach of
Examples of discrimination are:
rank is. You offer your hire car as
hire car licence
an alternative. conditions as the • not taking someone from a different cultural or
passenger did religious background
not pre-book the • not taking someone who has different coloured
hire car. skin from yours
• not taking a couple who are the same sex
You work with a ‘spotter’ at the • not taking someone who has a disability (this is
airport. This person approaches covered in the Disability Discrimination Act 1992
people to ask if they would like [Cth]).
This is touting
to use a hire car. The spotter
then brings the passenger to
your hire car.
5
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.
You 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.
6
4. CUSTOMER SERVICE
4.1 Greeting customers 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.
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.
74.3 Communication with passengers
Examples of positive non- Examples of negative
with disability
verbal communication non-verbal
communication You will sometimes drive a passenger who has an
intellectual disability or who has difficulty speaking to
Nodding to agree or show Not giving any indication you or hearing you. In this situation:
you are listening. you are listening.
• be clear, concise and courteous when talking to
Making eye contact with Not looking at the the passenger
the passenger when you passenger’s face when you • ask what your passenger's preferred method of
are speaking with them. first meet them. communication is
• speak clearly, but not aggressively, when
Sitting straight. Reclining on the seat.
communicating with your passenger
Driving with both hands on Driving with one hand on • listen to what your passenger tells you they
the wheel in the 10 o’clock the wheel and the other need and do not prejudge their requirements
and 2 o’clock positions arm on the window. • politely ask your passenger to repeat themselves
if you did not understand them
Smiling. Scowling.
• politely confirm your passenger's instructions or
Standing outside the car Lounging against the car directions to ensure you have understood what
without lounging. smoking. they have told you
• keep your explanations brief and clear
• check that your passenger has understood what
you have told them.
The TSC has produced ‘Talking Taxis Communication
Boards’ to help you with passengers with communication
difficulties (contact the TSC for details).
On the next page are some other ideas to help you
communicate with and assist people with disability.
84.4 Dealing with different people
Disability How you should act
Hire car drivers are required to deal with different people
Vision impairment Tell them your name.
every day, including:
Some people with Offer assistance, but don’t
• people from a range of cultural backgrounds
vision impairment will assume they need or want
• people of different ages, ranging from children
have a seeing-eye dog help.
to the elderly
or assistance animal.
If the person has a seeing-eye • people with disability
dog you must allow the dog to • people with different gender and sexual
travel with the passenger. orientations, including lesbian, gay, bi-sexual,
transgender and intersex.
Tell the passenger what is
happening, particularly if you You need to be polite, courteous and show respect to all
are held up in traffic or need your passengers no matter who they are.
to change the route.
Of course, people with disability or elderly passengers
Hearing impairment If the person has a guide dog, may require some additional assistance. This may range
let it travel with the passenger. from help getting into and out of the car or assistance
Some people with
with belongings, to communicating with a passenger
hearing impairment Be courteous in your body
who has an intellectual disability or has difficulty
will have a guide dog language.
speaking to you or hearing you.
or assistance animal.
If it is safe to do so, face the
person when you speak to
them.
Speak clearly.
Use facial expressions and
gestures if appropriate.
Offer pen and paper if needed.
Physical impairment Ask the passenger for
permission prior to moving
Some people with
them in the wheelchair.
physical disability will
be in a wheelchair. Ask how you can assist the
Some wheelchairs fold passenger into and out of the
and will fit in a car.
conventional car.
Make sure the folding
wheelchair is safely stowed in
the boot.
Intellectual Always be polite.
impairment If you need to change the
route, tell them why you are
doing this.
94.5 Being a professional driver
Hire car drivers are professionals and need to look
professional and provide professional service. The most
important part of providing a professional service is
following the road rules, even if a passenger asks you
not to. This includes obeying parking restrictions, not
performing illegal U-turns or exceeding the speed limit,
etc. (see 3.2 Knowing and obeying the road rules ).
Some other ideas to help you maintain a professional
image and service:
• always look clean, neat and tidy
• make sure the car is clean
4.6 Anticipate issues to determine
be approachable to potential passengers
the best route of travel
•
• drive courteously
• be polite to passengers
You need to take note of things such as road closures,
• know about your city and local area – main
traffic flows and special events that will affect route
roads, suburbs and landmarks
choice and travel times in and around Melbourne.
• always be on time.
VicRoads has up to date details of major roadworks and
Unprofessional drivers: incidents on its website: www.vicroads.vic.gov.au.
• look messy and not very clean As all your work is pre-booked, you should have
• break the road rules sufficient time to plan your route in advance before
• drive aggressively collecting your passenger.
• do not know where common landmarks and
If there are major roadworks or other delays on the most
main roads are
direct route to a passenger’s destination, you should:
• are late
• behave unethically. • advise them of the possible delay
• suggest an alternative route
• let the passenger decide which route to take.
Professional hire car drivers follow the
If you are in an unfamiliar area you should monitor the
road rules at all times.
road and traffic conditions and adjust your route, if
needed. It is okay to check a map if you are unsure of
where to go. You should also be prepared to ask your
passenger for information about the area, if there are
things you are not sure about, rather than losing your
way.
A GPS unit may not always give you the
most efficient route of travel and take into
account all factors that affect travel times.
10What to consider in selecting the best route
There are some situations where it is okay
You need to take into account factors that may affect
to use your mobile, such as while parked
travel time, such as:
waiting for a customer, but when a person
• The number of traffic lights. opens the door to get in, you should end
• The number of railway crossings. the call and greet them.
• The traffic flow at that time. The traffic flow will
differ at different times of the day and/or week.
• Roadworks. 4.8 Behaving appropriately around
passengers
• Parades or planned events.
• School zones.
• Speed limits. Talking to customers is part of the job and you need to
The best route may vary depending on the time of the be polite but not intrusive. Here are some examples of
day or week. what you could do and what you should not do.
Continually monitor road and traffic
conditions so you can choose the best
route.
4.7 Using mobile phones
As well as obeying the laws related to using a mobile
phone, it is important that you consider good customer
service when it comes to using your mobile around
passengers. Make sure that you make your passengers
feel comfortable by not making or receiving calls while
you are driving, because a passenger:
You pick up a customer from the airport
• may not feel safe, because they think you could
You could ask NOT
be distracted by talking on your mobile while
driving
• may want to give directions or ask you a
question, but feel uncomfortable interrupting
How was Are you
your flight? single?
your conversation.
It is poor customer service to use a mobile phone while
driving, even if it can be used legally. It is best to have What was the Do you go to
weather like? church often?
your phone on silent while driving with passengers and
let mobile calls go through to a voicemail service. Do not
have a ringtone that could be considered offensive by a
passenger. This is polite and not
See also 3.3 Use of mobile phones.
intrusive.
11You pick up a customer from an office building You pick up an elderly woman from a house
You could ask NOT You could ask NOT
How has your What is How was your Is that your
day been? your job? day/evening? house?
How long have Are you a
you worked widow?
there?
This is polite and not This is polite and not
intrusive. intrusive.
You pick up a group of people from the Aussie rules
footy final. It is obvious that they have been drinking. 4.9 Handling customer
You could ask NOT dissatisfaction
Be courteous and polite and listen carefully to a
Did you Are you passenger’s concerns. If you need to apologise, do it in a
enjoy the drunk? polite and calm voice and take action to address the
game?
concerns (see 4.11 Dealing with difficult situations ).
It may be that a passenger has had a poor customer
Do you drink
service experience earlier with another hire car driver. If
a lot?
this is the case you should:
This is polite and not
intrusive • see this trip as an opportunity to improve the
passenger's day by providing better customer
service
It is never acceptable to use offensive language or to • listen to the passenger courteously if they want
swear in front of a passenger, even if: to tell you about their experience.
• the passenger swears during their conversation It is best practice to let passengers know they can make
with you a complaint if they wish. You can direct them to the TSC
• you feel threatened or offended by the website for details: www.taxi.vic.gov.au.
passenger's behaviour
• another driver is aggressive toward you.
124.10 Responding to passenger needs
It is important that you try to respond as much as
possible to your passengers’ needs. This may include
helping with luggage, assisting an elderly passenger with
their seatbelt and providing advice or information to
tourists. However, you should always ask first if you can
help and only do so if the passenger says ‘yes’.
Sometimes passengers will ask you to do things that are
unreasonable or illegal such as speeding, making an
illegal U-turn or parking illegally to drop them off.
You must always obey the road rules,
including parking restrictions.
Helping with luggage and other items
It is good customer service to provide reasonable help
with passengers’ luggage or other items. This includes
assistance with getting luggage into and out of the hire
car and taking reasonable care of it while in the vehicle.
This assistance should only be provided if the passenger
is happy for you to do so.
You must let passengers unload their own luggage if Assisting tourists
they choose to, even if it delays you getting to your next
As a hire car driver you should be able to recommend
job.
places that people unfamiliar with the area may want to
If you see a passenger struggling with their luggage or visit and provide information about landmarks you pass.
belongings, you should offer to assist them and do so if This gives you an opportunity to provide an enhanced
they give their consent. service to your passengers.
134.11 Dealing with difficult situations
As a hire car driver you will occasionally face difficult and
challenging situations with passengers. Here are some
examples of possible situations and strategies for how to
deal with them.
Examples of difficult
Strategies to deal with these
situations
You are a few Apologise to the passenger in a
minutes late arriving polite and calm voice, and
to pick up a explain briefly why you were
passenger. delayed.
Apologise to the passenger in a
Going the wrong polite and calm voice. Explain
When you don’t need to agree to a passenger’s way. that you have made a mistake
request and correct your route.
A passenger may ask you to turn up the radio or music
Apologise to the passenger in a
to an unreasonably high volume or to adjust the air
Having an accident polite and calm voice. If
conditioner or heater to make the car very hot or cold.
or a near miss. appropriate, explain that you
You do not have to do these things if it will make you
were not at fault.
very uncomfortable, but you may like to compromise by
turning the music up slightly or adjusting the heater or Apologise to the passenger in a
air conditioner a little. polite and calm voice. If you are
Someone
driving quite safely then explain
commenting
that this is the case. Consider
negatively on your
slowing down or taking similar
driving.
actions to reassure the
passenger.
Complaints about Politely offer to turn it off or
the radio station you ask if there is a radio station
are listening to. the passenger would prefer.
144.12 Methods for dealing with 4.13 Handling unacceptable
difficult customers customer behaviour
As a hire car driver you may from time to time Sometimes you might have to deal with passengers who
experience difficult behaviour by your passengers. It is are offensive towards you or threaten to hurt you.
important to know what you should do in these
situations: Offensive behaviour
• be courteous and polite to a difficult passenger Some passengers may make racist, insulting or offensive
at all times comments about you or they may start swearing and
• ensure you have the correct address and/or using offensive language.
directions for the passenger’s destination
Some tips to help you deal with these situations:
• speak clearly and repeat what the customer says
to ensure you have understood them correctly • ignore the comments – the passenger may stop
• listen carefully to what your customer says and • remain polite
offer to help in any way you can. • if they continue, politely ask the passenger to
stop making the comments
At times you may need to assist a passenger who has
• if the offensive behaviour continues you can pull
drunk too much alcohol.
over and refuse to take the passenger any
There are also times when a passenger may fall asleep in further.
your car. Avoid touching the passenger to wake them
and be careful to act appropriately. As you approach
your passenger's destination try:
• raising your voice slightly, and repeating that
you have reached their destination
• turning on the interior light
• turning the air conditioner to a lower
temperature
• turning on the radio.
155. DRIVING SAFELY
5.1 Emergency situations 5.3 Managing fatigue
Unfortunately, emergencies happen and you need to Driver fatigue (being tired) is a risk to your health and
know what to do. safety and to the public. Being able to see the signs of
fatigue can help you to decide if it is safe for you to
If you hear or see an emergency vehicle (ambulance, fire
drive. Fatigue is more likely to occur at night.
engine, police car) with its flashing lights or siren on, you
must pull over to get out of its way. This may mean Some signs of fatigue are:
turning into a street that takes you off the route or
• poor concentration
driving past the passenger’s destination.
• difficulty remembering periods of time when
If a passenger becomes seriously ill, such as complaining driving
of chest pains or other severe pain, pull over and call the • not being able to see clearly
emergency number 000 (triple zero). The operator will • having blurred vision
tell you what to do next. • sore or heavy eyes
• difficulty keeping eyes open and on the road
• frequent yawning
5.2 Dealing with bad driving from • falling asleep at work
others
• not feeling refreshed after sleep
• the need for longer sleep during breaks
There are times when other drivers will behave and drive • wanting things done quickly (or having a short
badly. As a professional hire car driver you should never temper)
behave badly towards other drivers, whatever they do to • fidgeting
you. This includes: • stretching
• stiff muscles
• not swearing or yelling
• poor control when driving
• not making rude gestures
• difficulty maintaining steady speed
• not sounding your horn in anger
• drifting outside your lane.
• not flashing your lights
• not driving aggressively to intimidate other
drivers e.g. tailgating (driving very close to the
Not drinking enough water can also make
car in front).
you feel tired.
You must drive courteously at all times. For example:
• if you find a driver is tailgating you, let them
Stop driving immediately if you find it hard to keep your
pass
eyes open and your head is nodding. These often
• if a driver cuts you off, drop back a little.
happen after microsleeps, which are very short periods of
sleep you may not even be aware of.
The only real way to treat fatigue is to sleep. Aim to get
seven and a half hours of quality (uninterrupted) sleep
each day or night.
16Make sure you get out of the car and have a break every
5.4 Driving safely according to road
two hours. Even if it's only for ten minutes, this helps
manage fatigue. You should also drink plenty of water to conditions
keep well hydrated as this will help to keep you aware
Driving safely means you have to change how you drive:
and thinking clearly.
• if the roads are in bad condition
• for the weather conditions.
If the wind is strong, there is a storm, heavy rain or hail
you will need to:
• reduce your speed
• increase the distance between you and the
vehicle in front (your following distance)
• turn on your headlights.
Make sure you get a decent sleep before your shift
starts, especially if you are changing from day shift to
night shift.
To help manage driver fatigue, the TSC has developed
Fatigue Management Guidelines . These include:
Maximum working hours (including
12 hours
breaks) in a 24 hour period
Minimum break between shifts 10 hours
Minimum break when changing from
24 hours
day to night shift
You can find the Fatigue Management Guidelines on the
TSC website: www.taxi.vic.gov.au.
17SAMPLE KNOWLEDGE
QUESTIONS
1. Which of the following are correct statements about Hire Cars?
[Identify the three correct responses]
A. Hire cars must follow the road rules.
B. Hire cars must take the most direct route to a destination, even if the passenger requests a different route.
C. Hire cars only accept pre-booked fares. D
,C
,
D. Hire cars fares are agreed to between a passenger and the driver. A
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A
.1
2. You have arrived at your passenger's destination in a busy part of the Melbourne CBD. Your passenger says, “Can
you please pull in there, where the ‘No Stopping’ sign is? It’s just in front of the building I’m going to.”
What should you do?
[Identify the correct response]
o A. Comply with their request. Hire cars can stop where there is a ‘No Stopping’ sign.
o B. Comply with their request. You can stop where there is a ‘No Stopping’ sign if you have are only a few minutes
and you remain with your vehicle.
o C. Find another place where you can park legally even though it may be less convenient for the passenger.
C:
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sn
A
.2
3. In the Melbourne CBD you may need to do a hook turn. Which statement about hook turns is correct?
[Identify the correct response]
o A. You must wait until the traffic lights on the road you are entering turn green.
o B. You can go at any time as long as there is no traffic or pedestrians.
o C. You must wait until the traffic lights on the road you are entering turn amber (orange). A
:r
e
o D. Hook turns are used for U turns across tram lines. w
sn
A
.3
184. Which of the following statements are true and which are false?
[Two are TRUE, three are FALSE]
TRUE FALSE
A. You are responsible for all passengers wearing seatbelts.
B. You are responsible for passengers under 16 years wearing a seatbelt. E,
D
,C
:E
C. You have to carry a child restraint or a booster seat at all times. SL
A
F
B,
D. Like taxis, children under seven years can be carried in a hire car even if there is
A
:E
not an appropriate child restraint or booster seat in the car. U
RT
:s
re
E. All passengers must wear a seatbelt – but they can share seatbelts. w
sn
A
.4
5. As a hire car driver, you are not permitted to tout the hire car service. Which of the following is an example of
touting?
[Identify the four correct responses]
A. You see a man trying to hire a taxi. You stop and offer your hire car to take him to his destination.
B. You have left pamphlets advertising your hire car service with a number of hotels and the local tourist
information office. The management of the hotels and the tourist office have agreed to you doing this.
C. You approach a person at the airport asking if they would like to use your hire car.
D. You approach a person at the airport asking if they would like to use your hire car. They agree but your phone
rings and it is your wife saying you must come home because one of your children is ill. You ask another hire car
driver to take your passenger.
E. You approach a woman who asks where the nearest taxi rank is. You offer your hire car and when she agrees
you say she must first ring you to make a booking.
E,
D
,C
,
A
:r
e
w
sn
A
.5
196. “My next passenger is a regular customer. I have trouble understanding her and it takes her a while to understand
me when I speak to her.”
Do you have any ideas to help me communicate better with her?
[Identify the four correct responses]
A. Use simple, easy to understand language.
B. Concentrate on what your passenger is saying.
C. Pretend to understand what the passenger tells you so you don’t offend them. E,
D
,B
D. Confirm any instructions the passenger gives you. ,
A
:s
E. Be patient and give the person time to speak. re
w
sn
A
.6
7. It is illegal to use mobile phones while driving unless …
[Identify the correct response]
o A. you are using a map application and the phone is on the seat next to you
o B. you are using voice activation (hands free) and the phone is in an approved holder
o C. you are using a voice activation (hands free) and the phone is on your lap B:
re
o D. you are stopped in traffic and can safely pick the phone up. w
sn
A
.7
8. The passenger has become abusive to you and is swearing and making racist comments.
What would be the best thing to do?
[Identify the correct response]
o A. Refuse to take the passenger any further.
o B. Be polite and courteous, but if you believe your safety is at risk stop the car
B:
and politely ask them to get out. re
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sn
o C. Swear back at the passenger, so they know that you won't put up with that behaviour. A
.8
209. “I find that after about 3 or 4 hours of driving I get really tired. What can I do to overcome fatigue (being tired)?”
[Identify the three correct responses]
A. Turn the radio up.
B. Get a good night’s sleep.
D
,C
C. Drink lots of water. ,B
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D. Have a break and get out of the car every two hours. re
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E. Have a break of at least 4 hours between shifts. A
.9
10. You sometimes find that other drivers on the road behave badly. They cut you off, tailgate (travel too close
behind), or turn in front of you. It is very annoying. What should you do?
[Two are what you should DO, three are what you should NOT DO]
DO NOT DO
A. Sound your horn.
B. Let a driver who is tailgating you pass.
C. Flash your lights.
D. Is a driver cuts you off, you should drop back a little.
E,
E. Yell at the other driver and make rude gestures. C,
A
:
O
D
T
O
N
D
,B
:
O
D
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A
.0
1
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