Any queries, questions or suggestions regarding this document should be forwarded to control. We strive to achieve and maintain honesty and openness within our organisation. Feedback from drivers and customers is always welcome.
Drivers should be of smart and clean appearance. Trousers, shoes or boots, and a collared shirt are preferred. Jeans are acceptable, but not blue/stonewashed type.
Vehicles must be kept clean, inside and out. With any damage being reported to control and repaired at the earliest convenience.
Drivers are reminded they must not use hand held mobile phones, except when parked, or out of their vehicle.
Drivers must not have audio or entertainment equipment at high volume where it may disturb the public. For example in residential areas, in particular during the night or early morning.
Drivers should never swear at, or in front of passengers, or members of the public.
Drivers must never make remarks or comments that could be regarded as racist, sexist, ageist or discriminate against those with disability.
Drivers must never attack or assault a passenger or member of the public. It is also advised that drivers avoid any physical contact with passengers where possible.
It is recommended that drivers do not enter passenger’s homes, except on explicit request for help or assistance.
Any requests for bookings made by passengers whilst travelling must be passed on to control. This must be done in front of the customer and before the termination of the journey.
Requests for particular drivers, by customers, though welcome, must be verified and approved by control.
Drivers are advised to carry local maps (Norwich & Norfolk) and/or use satellite navigation. If a driver is in any doubt as to the location of a pickup point, they should contact control and state as such.
Upon arrival at a pickup point, drivers should try to establish contact with the passenger(s). Face to face contact is advised, if this is not possible then a contact number should be called.
Drivers should not sound their horns to attract the attention of a passenger, particularly in residential areas, or early morning / late at night.
Drivers must attempt to park for a pickup and drop-off in a safe place, where the driver, the passenger(s) or the vehicle would be safe from collisions or damage during loading and unloading of passenger(s) and/or luggage.
Drivers must verify upon pickup, the agreed destination with the passenger(s). If there is a variation from the agreed journey schedule, control must be notified immediately.
Drivers should verify upon pickup, the agreed fare/price with the passengers, with regard to the agreed journey. This is particularly relevant to higher priced jobs. Control should be informed if all parties cannot agree on the price.
Drivers should not drive aggressively or too fast. Nor should they act or behave in any way that may scare or intimidate passenger(s).
Owner drivers have the last word on any activity in a vehicle, within the limitations of the law and district council regulations. However it is recommended that drivers do not allow passengers to eat or drink in the vehicle, and of course smoking is not allowed in a private hire vehicle.
Drivers should take the optimal route for any given journey. This can be verified with control at any time.
In the event of any form of delay, this could be caused by the driver, passenger(s) or an external influence, drivers should notify control of the problem and give an E.T.A.
Vehicles should not be parked or stopped so as to cause an obstruction to other road users or private land.
Upon unloading of passengers, drivers must obtain the agreed fare for the job. With the exception of account customers, where the driver will be informed of the fact in advance.
Passengers who may be elderly or infirm, or otherwise in need of assistance, should be transferred into the custody of a relevant guardian. If this is not possible, they should be seen or escorted into the main door of their home or required destination.
Drivers must not behave in an unacceptable manner, this includes using abusive language or making comments that are likely to offend.
Passengers must not behave in an unacceptable manner, this includes using abusive language or making comments that are likely to offend.
Should a passenger attack or assault a driver or wilfully damage a vehicle, then the journey should be terminated at the first possible opportunity, as long as it is safe to do so. The driver should contact control and if necessary, the police.
All guidelines and/or rules in this document are superseded by relevant government, county council or district council regulations.
It is a driver’s responsibility to understand and adhere to, relevant government, county council or district council regulations.