SERU

SERU driver behaviour questions: free practice

Section 5 of the handbook is about how you behave with passengers: complaints, professional conduct and where you sit. Here are five original practice questions.

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What the driver behaviour chapter covers

Section 5, “Driver Behaviour”, covers complaints, professional conduct, entering the back seat and sexual behaviour. TfL expects every passenger to get a high quality of service each time they travel.

Five rules to know

Operators must keep details of all complaints. Passengers can also go straight to TfL or the police (p.23).
If TfL investigates a complaint about you, reply to every request. TfL decides using the information it has (p.23).
Use a passenger’s contact details only for the booked journey (p.23).
Do not get into the back seat while you have passengers on board, unless it is an emergency (p.24).
No sexual behaviour between a driver and a passenger is ever acceptable, even if both agree (p.24).

Five sample questions

These are original practice questions written from the public PHV Driver’s Handbook. They are not real SERU questions. Pick an answer before you read the answers section below.

1. A passenger complains to your operator about your driving. What must the operator do with the complaint?

A. Keep details of it.
B. Delete it after one week.
C. Send it only to the driver.
D. Wait for the passenger to contact TfL.

2. A passenger is not happy with how an operator dealt with their complaint. What can the passenger do?

A. Nothing, because the operator's decision is final.
B. Contact only the driver's family.
C. Contact TfL or the police directly.
D. Only complain on the next booking.

3. TfL is investigating a complaint about you and sends a letter asking for your comments. What should you do?

A. Ignore the letter, because the operator will answer.
B. Reply only if you think the complaint is true.
C. Wait to be asked a second time.
D. Reply to every request, because TfL decides using the information it has.

4. Your passenger is travelling alone and wants to chat. Is it acceptable for you to sit in the back seat with them?

A. Yes, if the passenger is a friend.
B. Yes, if you stay for under one minute.
C. Yes, if the passenger invites you.
D. No, not unless there is an emergency.

5. A passenger gets into your car wearing a short dress for a party. Which comment is acceptable?

A. "Please put your seat belt on."
B. "That dress looks great on you."
C. "You'll get a lot of attention tonight."
D. "I like the way you dress."

Answers

A. Operators must keep details of all complaints made to them. (operators and complaints, p.23)
C. Passengers may contact the police or TfL directly, including when they are unhappy with the way the operator handled a complaint. (contacting TfL, p.23)
D. If TfL investigates, it gives you the details and asks for your comments. (responding to TfL, p.23)
D. Other than in an emergency, you must not get into the back seat of your vehicle while you have passengers on board. (entering the back of the vehicle, p.24)
A. Never make sexual remarks or comments about a passenger's appearance or clothing. (remarks about appearance, p.24)

Practise the driver behaviour chapter

These five questions come from our free sample. Section 5 has 15 free questions and more with a pass. See also: Equality Act and disability.

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Questions

Can a passenger complain straight to TfL?

Yes. The handbook says passengers can contact the police or TfL directly, including when they are unhappy with how the operator handled a complaint (p.23).

Can I sit in the back seat to chat?

No. Other than in an emergency, you must not get into the back seat while you have passengers on board (p.24).

What if TfL writes to me about a complaint?

Reply to every request. The handbook says TfL decides using the information it receives (p.23).

Are these the real SERU conduct questions?

No. TfL does not publish its questions. These are our own practice questions, written from the public handbook.