Taxi and 8 seater minibus service. 01603 898747

Section 1. General conduct and work.

1. Control should give adequate warning to reach a pickup point on time, and as such drivers are expected to reach the pickup point at or before (5 minutes before) the time agreed with the booking customer.
2. Drivers must always accept any job presented, within their agreed working hours. Unless they have a specific reason for not picking up a particular passenger(s).
3. 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.
4. Requests for particular drivers, by customers, though welcome, must be verified and approved by control.

1. Drivers should be given adequate warning to reach a pickup on time, if a driver chooses to delay setting of to the pickup, then it is then their responsibility to arrive there at the agreed time.
2. 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.
3. 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.
4. Drivers should not sound their horns to attract the attention of a passenger, particularly in residential areas, or early morning / late at night.
5. Vehicles should not be parked or stopped so as to cause an obstruction to other road users or private land.
6. Drivers must attempt to park for a pickup in a safe place, where the driver, the passenger(s) or the vehicle would be safe from collisions or damage during loading of passenger(s) and/or luggage.
7. The driver of any vehicle should ensure that any under 18’s are wearing a seatbelt.

1. 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.
2. 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.
3. Drivers should not drive aggressively or too fast, nor should they act or behave in any way that may scare or intimidate passenger(s).
4. Owner drivers have the last word on any activity in a vehicle, within the limitations of the law and district council & county 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.
5. Drivers should take the optimal route for any given journey. This can be verified with control at any time.
6. 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.
7. Passengers should make their identity known to a driver, in order to ensure the correct people are being picked up. Drivers should not offer job details to someone unless they are confident that it is the correct passenger.
8. Passengers, who may be elderly or infirm, or otherwise in need of assistance, should be assisted into the vehicle, although drivers are reminded to avoid physical contact with passengers where possible.

1. Passengers, who may be elderly or infirm, or otherwise in need of assistance, should be assisted out of the vehicle, although drivers are reminded to avoid physical contact with passengers where possible.
2. Vehicles should not be parked or stopped so as to cause an obstruction to other road users or private land.
3. Drivers must attempt to park for a drop-off in a safe place, where the driver, the passenger(s) or the vehicle would be safe from collisions or damage during unloading of passenger(s) and/or luggage.
4. 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.
5. If the passenger(s) refuse to pay the agreed fare, for any reason, the driver should inform control. Advice will be given by control and if necessary, the police will be informed of events.
6. 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.

1. Unfortunately unacceptable behaviour is often associated with working with the public. Drivers should use their own discretion when a situation becomes aggressive or inflamed. If help is needed a driver should try to stop in a busy public place, contact control and if necessary, the police.
2. Drivers must not behave in an unacceptable manner; this includes using abusive language or making comments that are likely to offend.
3. 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.
4. Passengers must not behave in an unacceptable manner; this includes using abusive language or making comments that are likely to offend.
5. In the event that a passenger is being abusive or threatening towards a driver, the driver has the right to refuse entry to the vehicle or in cases where the passenger(s) are already on board, the driver may stop in a safe place to do so and instruct the passengers to exit the vehicle. Thus terminating the agreed journey.
6. 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.
7. As with many problems, prevention is the best option. Drivers should use their own discretion, to try to calm an aggressive situation.
8. It is advised that drivers avoid any physical contact with passengers or any member of the public, where possible.
9. It is recommended that drivers view health and safety executive documentation regarding lone workers and working with the public. Copies of these are given to all drivers, with a copy being kept by control. These documents are available online.
10. Any driver must never drink alcohol before or during working hours, attention is also drawn to “morning after” drink driving.