SERU Equality Act and disability: what to know

Protected characteristics

The handbook lists nine: age, disability, gender reassignment, marriage and civil partnership, race, religion or belief, sex, sexual orientation, and pregnancy and maternity. It is illegal to treat anyone unfairly because of one of them.

Assistance dogs

• You must accept a passenger with an assistance dog and let the dog sit in the footwell with them.
• You cannot refuse the booking or charge extra.
• Assistance dogs are working animals, not pets. Do not stroke, feed or distract them.
• A dog may not wear a jacket, and it can be any breed.

Wheelchair users

• If your vehicle is a designated wheelchair accessible vehicle, you must carry the passenger in the wheelchair and fasten the safety belts.
• You must not charge extra because they use a wheelchair.
• If the passenger chooses to sit in a seat, you must carry the wheelchair safely.
• Keep the equipment in working order. Avoid sloping pavements for pick-up and drop-off.

Exemption

The handbook says a driver can be excused from wheelchair duties, or from carrying assistance dogs, only for medical reasons. An example for dogs is an allergy or asthma made worse by dogs. You must contact TfL for an exemption certificate and display the exemption notice in the windscreen. You cannot excuse yourself.

Helping passengers

Ask passengers if they need help and wait for them to accept. Talk to the passenger, not the person with them. To guide a person with a vision impairment, let them hold your arm. Tell them about delays and route changes. Have a pen and paper for passengers who cannot hear well or speak little English.

TfL investigates complaints. If you break the Equality Act you may be prosecuted and TfL may suspend or revoke your licence.

Practise

Equality and disability is a big part of the handbook. Read what each section covers, then try free Mock 1.

Sources

• TfL: PHV Driver's Handbook (PDF)
• TfL: SERU for private hire drivers
• TfL: London taxi and PHV driver policy (PDF)