Driver Handbook Draft

Version 2.0 February 2019

ALBATROSS CARS 01332

345-345

V o t e d

D e r b y s h i r e s

B e s t

T a x i

C o m p a n y

DRIVERS HANDBOOK w w w. a l b a t r o s s c a r s . c o m

Contents Contents About Us 4 Introduction 4 History 4 Licensing Laws 5 Services we provide 6 Executive 6 Wheelchair 6 Private Hire 6 Minibus 7 Wedding Hire 7 Parcel delivery 7 Executive 8 Overview 8 Expectations 8 Allocation 8 Airport Work 9 Wheelchair 10 Overview 10 Driver Responsibilities 10 Safety measures for wheelchair users 11 Exemption Certificate 11 Minibus 12 Overview 12 Boarding 12 Services we provide 12 Policies & Procedures 13 Equal opportunities, Disabilit Awareness,Safeguarding & Sexual Exploitation 14 Overview 14 Defining Abuse 14 Indicators of Risk 15 How Could this Affect You? 15 Scenarios 15 Who are the Offenders?

15 What can you do to help?

15 What are we doing to stop this?

15 What is Sexual Exploitation?

16 What is human trafficking?

16 What does this mean?

16 How Are Young People Targeted?

16 Warning Signs 16 What is human traff cking the Law? 16 Principals of Safeguarding 17 Good Safeguarding Practice 18 Legal obligations and duty of care responsibilities 19 Bookings & Vulnerable people 19 Safeguarding when an escort is present 19 Sexual exploitation of children and young people 20

Your responsibilities as a driver 20 Safeguarding children & keeping them safe 20 UN Convention on the Rights of the Child 21 Do’s & Don’ts 21 Mental Capacity Act 21 Management Overview 22 Derby City Multi-Agency Safeguarding Hub (MASH) 22 How to report your concern 22 Introduction 23 What the Law says 23 Health,Safety & Security 23 Health & Safety duties: 24 Minimising violence & aggression 24 Dealing with difficult & aggressive customers 25 Avoiding Robbery 25 Avoiding sprain & strain injuries 26 Handling luggage 26 Assisting people with disabilities or mobility issues 26 Managing fatigue 26 Enjoying good health and well being 27 Safety & Security 28 Working at night 28 Be aware of vague instructions 29 Elderly customers 29 Night passengers 29 Seat belts 29 Leaving your vehicle unattended 30 Legal requirements for Child restraints 30 Manual Handling 31 Information Governance & Data Protection 32 Overview 32 GDPR Compliance 32 What information do we collect about you? 32 Company Equipment 33 Effective Immediately: 33 Policy Purpose 33 Usage 33 Responsibility 33 Dog assistance policy 34 Driver Responsibilities 36 Documents 37 Accident & Accident damage 37 Change of vehicle & address 37

Lost property Special instructions Confidentiality Children No smoking Drugs & alchohol Mobile phones Personal hygeine Offensive material Good practice Promotions Driver representation Driver of the month Vehicle Drivers using Social media and Internet forums Personal possessions Passenger numbers Private jobs Recovering jobs Phone Use Accepting Jobs None payment of fare System failure Long distance fares No fares Personal Safety ‘Runners’ Collecting the right customer Motoring/Parking Offences Driving Standards - foul language Missing train/coach/flight Customer Service Conversation with a customer Assisting customer Difficult customers Bilking Soiling of your vehicle Sociability Dealing with customer complaints

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Contents

Passenger safety and courtesy Delivering a service Consideration Gratuities Customer bookings Transporting animals Deaf, Blind & Disabled The Physically Disabled Customer on Crutches Deaf Our senior citizens Foreign visitors The mentally Handicapped Account Customers & Partnerships Company & Business Accounts Refusal of Account work Hospitals (RDH & LRCH) Clinics Hotels Social Services/Schools DWP & Student Finance England Rolls Royce University of Derby Derby County Football Club Derbyshire County Cricket Club Driver Training Emergency First Aid PATS Syllabus PATS BTEC/Road Passenger Safety Courses Overview BTEC Syllabus Qualification information: Extras Albatross Discount Vouchers Driver Rent Payment Road accident collission procedures Office toilet facilities The Albatross Team

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About Us

Introduction Albatross Cars Derby LTD is a major part of public transport in Derbyshire carrying in excess of 3.5 million passengers a year and we recognise that without the customer, we do not exist.

This Driver Handbook provides guidance on policies and procedures of which drivers should be aware.

It should be retained as a source of reference and read in conjunction with the Agreement entered into between the Driver and Company.

Albatross Cars expect all drivers to deliver high levels of customer service whilst representing the company. This involves being polite and courteous to customers and other road users at all times.

Albatross Cars will achieve this target by ensuring positive working relationships between CUSTOMERS, STAFF & DRIVERS. We will continually work towards improving the QUALITY OF SERVICE to meet our customers needs.

Albatross Cars will constantly update systems, policies and procedures in order to keep up to date with the fast changing face of private hire.

CUSTOMER, SAFETY, WELL-BEING & SATISFACTION IS OUR NUMBER ONE PRIORITY.

History Albatross Cars Derby LTD has been trading since 1966 and is one of the longest continuously trading taxi businesses in Derby.

We continue to lead the field for the quality of service offered in the public transportation market and in 2014 we were voted Derbyshires Best Taxi Company by the Derby Telegraph.

In the last 12 years the business has grown from 20 cars to over 450 cars making it Derbyshires biggest taxi company. We believe our key to success has been placing a strong emphasis on providing a service that is reliabe, readily available and at all times courteous, and giving our customers a secure, safe, clean and pleasant atmosphere in which to travel.

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Licensing Laws

City, town, District and borough councils have licensing departments to handle the administration of both the private hire and hackney carriage industry. The same department also handles both vehicle and driving licences. It is important to remember the legal conditions apply to both your licence and vehicle plate. These are clearly shown on the rear of the licensing certificates issued to you and it is imperative that you make yourself familiar with these legal conditions.

The council provide enforcement officers to police the industry. Please treat these officers with respect and in the event, you are dissatisfied with any treatment you receive please contact the office and we will assist with any problem that may exist.

Private hire drivers cannot be hailed or stopped in the street by a ‘would be’ passenger.

All journeys have to be pre-booked through the company. The council is responsible for ensuring that private hire drivers do not ply for hire, which is an arrest able, criminal offence plying for hire is an activity that will not be tolerated by the Company and can result in instant dismissal.

You are guilty of an offence by indicating to a ‘would be’ passenger that you are free to carry them. That in a nutshell, is plying for hire. You are also guilty of an offence if you tell that person to ring the office to make a booking for you to carry out the journey. You can take a return or another booking from your passenger at the end of or during a journey; this is legal and is classed as a continuation of the journey.

In simple terms, unless the customer is pre-booked and the job is given to you via your data screen then you cannot carry the person legally. Be polite and advise the ‘would be’ customer that you are unable to carry them, suggest that in future they ring the office and make a booking in advance. Then MOVE OFF as you may be subject to an attempt at entrapment.

Remember, you do not have to carry the ‘would be’ passenger to commit an offence; you only have to indicate that you free to do so.

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Services we provide Private Hire With over 450 vehicles to transport passengers 24 Hours a day all year round, we offer one of the largest fleet in the East Midlands. Covering the whole of the Derbyshire area as well as National, International Airports and major cities.

Executive This is a high quality chauffeur driven service providing modern prestigious vehicles, with smartly presented professional chauffeurs.

This sector of our operation is designed for executives and VIP’s who require special services. The majority of this work will be corporate journeys.

Wheelchair The company offers a large range of Wheelchair accessible vehicles, these vehicles are primarily used for hospital runs, for patients who are not able to travel freely in a normal vehicle.

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Parcel delivery We provide a large amount of Parcel Delivery work for several companies throughout the Midlands, however with parcel delivery you will need to be verified and approved by the Management before you are enabled to do a parcel delivery job as further training would be required.

Minibus The company offers a variety of 5 to 16 seat minibus service as and when required. Drivers should be aware of this facility if passengers request information. Refer to the office for more detail.

Wedding Hire We provide an amazing range of wedding cars, which are used to transport the Bride, Groom, Groomsmen or Bridesmaids to the big day. These cars are tailor made to the customer’s preference.

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Executive

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Overview

The private hire market has dramatically changed over the years and Albatross Cars as a Company have had to continually adapt to the changing demands of the industry.

Albatross Cars have to procure work from other areas than just the general public which historically accounted for 99% of all taxi work. We now have work with corporate bodies the public sector and bodies, all of which demand a higher level of service than is normally expected from the private hire industry.

In some circumstances this type of work requires a regular driver that will meet the extra needs required for a particular patient or client. To procure this vast amount of work and to deliver the service levels required Albatross Cars needs access to allocated drivers that agree to deliver the service that is requested. All Albatross Cars drivers are expected to reach this standard.

Expectations • Drivers should be clean and dressed in a smart suit (shirt, trousers,tie, blazer).

• Driver must be well-groomed and maintained throughout • Keep conversation topic away from matters of a personal nature.

• Driver vehicles must always be clean, well maintained and the boot of the vehicle should always be empty.

• Meet & Greet at airport pickups with a name board with passenger name clearly displayed.

• Park in most convenient location at all airports as near as possible to the Arrivals section.

• Plan your route in advance and arrive promptly.

• Open door for client • Greet client with a smile & offer your personal help for any luggage and place safely in the boot of your vehicle.

• Always carry an umbrella as you may need to assist the client and shelter them from any wet weather conditions • Wi-fi must be available in the vehicle • During long-distant journies always ask the client whether they would like to stop at Services for a break.

• Ask the client whether they would like the radio station on/off or if they prefer to listen to any specific songs/music - connect via Bluetooth • Ask customer if they’d like to charge their mobile phone in your vehicle • Provide refreshments (water,mints etc)

Allocation All corporate work will be allocated via a rota system which will be strictly adhered to.

Drivers are not permitted to ring the office and request work.

• Drivers are not allowed to refuse a job on the basis that it is cash or account.

• If a driver refuses a job he will be moved to the bottom of the allocated list. Any driver who regularly refuses the next booking will be removed from the rota.

• Any driver who doesn’t come out for his allocated booking or arrives late for a corporate booking without a valid reason will be taken off the rota.

• If a driver encounters a delay in arriving at the pickup this must be reported to the office immediately.

• Any reports that a driver has not adhered to any of the above conditions may mean an immediate withdrawal from the executive drivers list and could result in non-payment for the journey.

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Airport Work • Executive work is allocated to drivers with a certain specification of vehicle and will be distributed from the “Executive Driver’s List”. This includes all airport transfers.

• Albatross Cars have 2 levels of Executive vehicle:

VIP vehicles: • • • • • • •

Mercedes E Class - Under 5 years Mercedes S Class - Under 5 years BMW 5 Series - Under 5 years BMW 7 Series - Under 5 years Audi A6 S-Line - Under 5 years Audi A7 - Under 5 years Audi A8 - Under 5 years

Standard Executive vehicles: • All VIP executive vehicles older than 5 years • Mercedes C Class - Under 5 years • BMW 3 series - Under 5 years • Skoda Superb Elegance - Under 5 years • VW Passat CC - Under 5 years

Operations may choose to add a different vehicle upon a driver’s request.

Drivers are responsible for: • Checking the flight arrival times • Arriving at the airport before passengers arrive at the terminal.

• Informing the office about changes to flight arrival times.

• Meeting the customer at the terminal gate • Preparing their vehicle for distance work • Ensuring they have sufficient fuel before collecting the customer.

• Ensuring their PDA & mobile phone are sufficiently charged.

• Drivers must give the first 45 minutes wait time free on airport pickups.

• Drivers are responsible for providing a receipt for parking to paying In.

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Wheelchair

DD

Overview

Disabled people often use a transportation service and require vehicles that are equipped to lift, secure and unload wheelchairs with people in them. For wheelchair transport you must complete the basic wheelchair training provided by Albatross Cars or your Licensing Authority. From this you will understand how to safely transport any wheelchair users.

A wheelchair driver provides transportation services for a disabled person. Using a vehicle that’s equipped with a lift and a mechanism to secure a wheelchair, the driver with full care & responsibility wheels the passenger into the vehicle, safely raises the passenger into the vehicle on the lift or ramp, secures the passengers wheelchair and transports the passenger to the destination. Upon arriving at the destination, the driver detaches the wheelchair security device, safely lowers the passenger out of the vehicle using the lift or ramp, and wheels the passenger to the destination. It is Albatross Cars policy that a wheelchair registered driver cannot refuse any wheelchair accessible bookings Upon purchasing a Wheelchair Accessible Vehicle please check your Local Councils vehicle guidelines to see if the vehicle is suitable, your Licensing Authority will maintain a list of designated vehicles.

Driver Responsibilities The duties are: • to carry the passenger while in the wheelchair; • not to make any additional charge for doing so; • if the passenger chooses to sit in a passenger seat, to carry the wheelchair; • to take such steps as are necessary to ensure that the passenger is carried in safety and reasonable comfort; • to give the passenger such mobility assistance as is reasonably required: • to enable the passenger to get into or out of the vehicle; • if the passenger wishes to remain in the wheelchair, to enable the passenger to get into and out of the vehicle while in the wheelchair; • to load the passenger’s luggage into or out of the vehicle; • if the passenger does not wish to remain in the wheelchair, to load the wheelchair into our out of the vehicle Although each situation will be different, we take the view that reasonable mobility assistance will be subject to other applicable law, including health and safety legislation. However, we would always expect drivers to provide assistance such as folding manual wheelchairs and placing them in the luggage compartment, installing the boarding ramp, or securing a wheelchair within the passenger compartment.

Depending on the weight of the wheelchair and the capability of the driver, reasonable mobility assistance could also include pushing a manual wheelchair or light electric wheelchair up a ramp, or stowing a light electric wheelchair in the luggage compartment. You must not leave the meter running whilst you’re performing the duties for the passengers, or when the passenger enters, leaves or secures their wheelchair within the passenger compartment.

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Safety measures for wheelchair users 1. Open the car door and place the wheelchair as close to the vehicle as possible.

2. Ensure the brakes of the wheelchair are applied to guarantee safety of the patient.

3. Turn the safety switch off from within the vehicle allowing the restraints to be accessible.

4. Lift the back seats up to give the patient and wheelchair enough space.

5. Attach the restraints to the front frame of the wheelchair 6. Slowly push in the wheelchair into the vehicle 7. Attach the restraints to the rear frame of the wheelchair to secure it into place 8. Switch on the safety switch to tighten the restraints and make sure the patient is secure in the vehicle.

9. Put the seat belt around the patient and fasten it to the restraint of the car.

Exemption Certificate • A licensing authority must issue a person with an exemption if satisfied that it is appropriate to do so: • on medical grounds, or • on the ground that the person’s physical condition makes it impossible or unreasonably difficult for the person to comply with the duties at s165.

• Exemption certificates have no prescribed format (and can already be issued) • Also needs an exemption notice, displayed in the vehicle which must be in the prescribed format, once there is one (to be set out in regulations shortly).

• No provisions to exempt a person from only some of the s165 duties.

• Appeal to a magistrate’s court against a refusal to grant an exemption.

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Minibus

DD

Overview

Minibuses provide a vital service for many people and organisations, enabling them to run an impressive range of social and educational activities.

However, driving a minibus is significantly different from driving a car. A minibus is larger, longer, wider and heavier than a car, and its steering, cornering and braking characteristics are markedly different.

Another important difference is the number of passengers being carried, some of whom may have special needs, may be taken ill on the journey, and who may need supervising.

It is intended to help drivers who are driving a minibus on behalf of Albatross Cars to ensure that they drive safely.

Boarding

•Never allow passengers to board until the minibus is at a complete standstill and safely parked by a pavement or traffic free area.

•Make sure the passengers enter the minibus from the pavement (unless using a ramp or lift at the rear). If the nearside door opens onto the road, take extra care.

•Ensure children are supervised when boarding, especially if they are using a rear door. Plan which passengers will sit in the front seats and by the doors.

•Do not exceed the carrying capacity of the minibus. Make sure everyone is sitting, one to a seat, and using seat belts.

•Check that no bags or clothing are caught in the doors, and check all mirrors every time before moving away in case latecomers are approaching the vehicle.

•Check that all luggage is secured and that gangways and exits are clear.

Albatross Cars offers a high quality minibus service. We offer a modern fleet of reliable minibuses ranging from 5-16 seaters.

Our minibus service is well established and have been in the public transport service for over 50 years.

Customers can request a quotation and make a booking by calling us at any time of the night or day and provide them with a minibus which fulfills the customer needs.

All minibus bookings are charged at a higher rate than a standard 4 passenger car.

All vehicles are available on request from Albatross Cars. We provide 5-7 seaters, 8 seater MPV’s, minibuses between 9-16 seats.

All vehicles adhere to the VOSA safety check guidelines, VOSA guide to maintaining roadworthyness and are fitted with seatbelts.

Services we provide

We can arrange a minibus hire for any kind of trip. There are certain services we are often asked to provide. These include: * Theme park * Weekend minibus hire * Day trip minibus hire * Sports trip minibus hire * Events minibus hire * Stag/hen party minibus hire

* European tour minibus hire * Airport minibus hire * UK tour minibus hire * Wedding minibus hire * Corporate minibus hire * Festival minibus hire * School minibus hire

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Policies & Procedures

Equal opportunities, Disabilit Awareness,Safeguarding & Sexual Exploitation Overview Albatross Cars Derby LTD is an equal opportunities contractor and employer.

Drivers, employees and self-employed sub-contractors are chosen and promoted on meritocracy and not on race, religion, gender, age or disability.

By the end of this section, you will be able to: • Be aware of what child sexual exploitation is • Be aware of what human traffi cking is • Be able to recognise and report a vulnerable person at risk • Understand how child sexual exploitation and human trafficking can relate to their business • Know how to protect yourself as a licensed driver and demonstrate due diligence

Defining Abuse ‘A violation of an individual’s human and civil rights by any other person or persons’ There are seven categories of abuse:

Physical abuse Hitting, striking and unwarranted restraint.

Neglect Ignoring the basic needs of the individual. This can be hygiene, warmth, love, nourishment or health requirements.

Psychological abuse Making someone feel frightened or afraid. Witnessing other types of abuse at home.

Sexual abuse Forcing someone to participate in sexual acts against their will.

Financial abuse Misusing, withholding or taking somebody else’s money or other belongings without their consent.

Discriminatory abuse Ill treatment or harassment based on someone’s age, gender, sexuality, disability, religion etc

Institutional abuse Instances of poor care and disregard for an individual’s opinions.

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Indicators of Risk

• Going missing from home • Relationships with older males or females • Concern that young person is sexually active • Breaking away from family, friends or professionals • Not attending school • Experimenting with drugs and/or alcohol • Secretive • Involved in offending behaviour • Unexplained mobile phones/credit • Accepting lifts in different cars • Sending and receiving inappropriate images • Spending increasing time on social networking sites

What are we doing to stop this?

• Professionals and Partners trained to spot signs of exploitation.

• Young people warned of risks.

• Those at risk supported by youth workers.

• Information passed to police to disrupt activities and prosecute offenders.

Who are the Offenders?

• Individuals who control adult sex workers • Drug dealers with links to violent crime • Groups of males who exploit for their own sexual gratification • Males who pass young people on to others for sex • Female offenders • Other young people

How Could this Affect You? • Concerns about young people in your vehicle.

• Concerns about locations/venues you drop young people off at.

• Concerns about adults paying for young

What can you do to help?

• Be aware of indicators of risk.

• Be aware of young people you think may be at risk.

• Be aware of addresses you are taking young people to.

Scenarios 1. You work in a city centre and often pick up passengers from pubs and clubs. You notice that there are often high numbers of young people who appear to be drunk and underage coming out of a particular night club at weekends.

On this occasion when you arrive to pick up your passenger you see a young girl leaving the premises. The girl seems to be about 14 or 15 years of age and is very intoxicated. She is with three significantly older men and the group is walking towards your vehicle.

2. An intoxicated 14 year old offers you sex in place of a taxi fare. She is dropped off at a children’s home.

3.You are called to a job at a massage parlour at 3.15am where you pick up an adult female who looks about 23 years old, she has a young girl and a boy with her who look about 13. They are escorted to the car by two older men who address the woman in a foreign language. The children appear afraid and the woman seems upset. The men are in a hurry and ask you to take the passengers to an address they give you.

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What is Sexual Exploitation?

• Young people receive something in return for engaging in sexual activities.

• Offenders have power over victims due to their age, gender, intellect, physical strength and/or economic or other resources.

• Violence, coercion and intimidation are common.

What is human traff cking the Law? What is human trafficking?

Section 59(A) Sexual offences act 2003 • A person intentionally arranges or facilitates: • The travel of a person within the UK For the purposes of sexual exploitation • During or after the journey • Believes that another person is likely to sexually exploit the person • During or after the journey

Human Trafficking is a process • Recruitment (Grooming) • Pre travel • Travel • Arrival • Exploitation • Rescue/escape

What does this mean?

• If a taxi driver transports a child knowing or believing that child will be sexually exploited • During or after the journey • That driver will commit the offence of Human Trafficking • Maximum sentence 14 years imprisonment • The international definition of Human Trafficking has 3 elements • The Act, what is done, Recruitment, transportation, transfer, harbouring, receipt of a person.

• The means, how you get someone to consent to the act. Children cannot consent to be exploited so this is not needed • The purpose, why it is done, Sexual Exploitation • As a child cannot consent to be exploited the only elements of the definition that need to be present to identify that an act of Human Trafficking has been committed are one of the elements at 2 above and the purpose Sexual Exploitation.

How Are Young People Targeted?

• Vulnerable • Befriended by offender • Grooming process • Blackmail/threats • Isolation from support

Warning Signs • Seem afraid or anxious to please others • Agree with everything others say • Have a very low self-esteem • Appear depressed • Appear very anxious • Talk about family and friends tempers / actions • Have frequent injuries • Injuries are referred to as ‘Accidents’ • Misses work / school / other events without explanation • Dresses in clothing designed to hide bruises – e.g long sleeves / sunglasses)

• • • • • • • • •

Show significant personality changes Poor mental health Poor living conditions Poor hygeine Self-harm Social exclusion Substance abuse Family problems General behavioural problems

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Principals of Safeguarding Albatross Cars have set out 6 principles to guide drivers and staff relating to safeguarding arrangements:

1. Empowerment

Albatross Cars request all persons associated with the company to report any form of abuse to operator management or report to the number provided as soon as possible. The management can then make an educated decision and inform the appropriate bodies.

2. Protection Albatross Cars have written in depth policies and implemented extensive protocols to ensure all drivers and staff are aware of how to behave around vulnerable adults and children.

3. Prevention Albatross Cars expects all persons associated with the company to read and understand the literature provided in an attempt to educate all regarding safeguarding. If we are aware of the dierent forms of abuse and the early signs, we may be able to help prevent further abuse. It is better to take action before an event occurs.

4. Proportionality Albatross Cars work very closely with councils, NHS and other care providers to share relevant information if and when necessary (whilst complying with our data protection policy).

If Albatross Cars are fully aware of the extenuating circumstances of the customers we can provide the drivers with relevant information. Through the sharing of information we can provide a better service to all customers.

5. Partnership

Albatross Cars works within the Government and NHS guidelines. We also work closely with accredited training companies to provide up to date and relevant training courses to drivers and employees. This places Albatross Cars in the best position for providing the most efficient, reliable and safe service for years to come.

6. Accountability

Albatross Cars expect all persons associated with the company to be proactive in their approach where safeguarding is concerned. All persons associated should accept responsibility and as a collective group be accountable for the safeguarding of all customers.

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Good Safeguarding Practice • Check at the point of booking if there are any vulnerability issues. This will allow you to prepare for the journey in the right way.

• Ask the person booking if an escort for the vulnerable passenger is required and if they are providing one • Let the office know (or keep a record) of the time you picked up the vulnerable passenger, the time and place you dropped them off and whether there was any incident or anything significant on the journey.

• If you refuse to take a passenger inform the office that you can’t take them so they can deal with the person another way (eg hospital staff; family; security staff if a club/pub) • Record incidents, be professional – try not to be over-friendly or talk about personal or intimate issues, don’t exchange personal contact information such as passenger’s telephone numbers or facebook address. Avoid swearing or aggressive behaviour. Do not touch passengers.

• Never accept an offer of a sexual favour instead of payment.

• Make sure you are wearing ID, either a badge or company uniform.

• Sit lone passengers in the back unless otherwise agreed.

• Ask or explain to passengers if using a centralised locking system – don’t just put it on without an explanation.

• DON’T ASSUME that your passenger wants help – ALWAYS ASK • Never follow a passenger into the house unless previously agreed / properly authorised • ASK before making a journey shorter by going off the main roads/using isolated country roads, explain and give the passenger a choice of route.

• NEVER set off with a passenger without a specific destination address • NEVER double up on a booking – even if passengers are travelling in a similar direction, they may pose a threat or risk to the other passenger • If you think the passenger is afraid, offer to ring the office to tell them you have a passenger named XXXX with you and give the address and approximate time of arrival; this reassures the person that they are safe and someone is monitoring the trip.

• As with all professions if you are concerned about another driver’s conduct report your concerns to the office.

• ALWAYS KEEP A RECORD and let the office know of ANY incidents or situations you were not happy with – the record should include a description of what happened and what you did to keep yourself and your passenger safe.

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Legal obligations and duty of care responsibilities While carrying out their normal Duties, Albatross Cars Drivers will invariably come into contact with children. Albatross Cars’ advice to drivers is to sit children in the rear of their vehicle and ensure the child’s seat belt is securely fastened.

All drivers have a duty of care to all passengers, this especially applies when transporting children.

When transporting children do not engage in conversations that involve personal information or are related to inappropriate subjects. These may include personal relationship or intimate issues.

If a child that is travelling becomes disruptive or agitated remain calm and attempt to reassure the child. At no point is it acceptable to use an aggressive nature or physical contact to restrain the child. If a child becomes unmanageable pull over in a safe place and report the incident to the oice. If the child becomes violent or threaten contact the police. Under no circumstances should a driver’s conduct or behaviour be responsible for escalating a situation.

Bookings & Vulnerable people Albatross Cars have various contracts which involve transporting vulnerable adults and children, passengers with physical disabilities and learning diiculties. These bookings are made by a responsible adult who has a duty of care for the vulnerable person being transported.

It is imperative that no changes are made to the transport without authorisation from the Albatross Cars office. Under no circumstances should a driver take direct instructions from the passenger whether this involves a detour via a shop or a change in destination.

Safeguarding when an escort is present Whether a child is travelling alone or with an escort, drivers have the same legal responsibilities and duty of care. When an escort is present they are responsible for controlling and managing the child’s behaviour. Do not get involved unless the escort specifically asks you to. If the escort requests assistance still follow original guidelines and do not use an aggressive nature or use physical contact to restrain the child.

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Sexual exploitation of children and young people Sexual exploitation of children and young people under 18 involves exploitative situations, contexts and relationships where young people (or a third person or persons) receive ‘something’ (e.g. food, accommodation, drugs, alcohol, cigarettes, money) as a result of them performing, and/or another or others performing on them, sexual activities.

Child sexual exploitation can occur through the use of technology without the child’s immediate recognition; for example being persuaded to post sexual images on the Internet/mobile phones without immediate payment or gain.

In all cases, those exploiting the child/young person have power over them by virtue of their age, gender, intellect, physical strength and/or economic or other resources. Violence, coercion and intimidation are common, involvement in exploitative relationships being characterised in the main by the child or young person’s limited availability of choice resulting from their social/economic and/or emotional vulnerability.

This definition of child sexual exploitation was created by the UK National Working Group for Sexually Exploited Children and Young People (NWG) and is used in statutory guidance for England.

Your responsibilities as a driver

• To read the Albatross Cars Driver Handbook • To complete a basic First Aid course • To complete the P.A.T.S course • To clarify your responsibilities and direct further questions towards Albatross Cars Operations Department • To adhere to the policies and guidelines set out by Albatross Cars in the river handbook (and any updates communicated to you by Albatross Cars) • Take responsibility for your own and others safety whilst at work • Be aware of the risk factors of adult abuse and child abuse • Recognise the dierent forms of abuse • Know how to act if a vulnerable person’s welfare or safety may be at risk • Know who to contact to access help and advice

Safeguarding children & keeping them safe All children in Derby have a right to feel and be safe. These rights are talked about in the United Nation’s Convention on the Rights of the Child. Wherever a child lives, these are the rights of all children. The law states that everyone under 18 is still a child and therefore is protected by the international law that makes up the Rights of the Child.

The rights apply whether children are at school, nursery, college, in hospital, in care, with a child minder, at Mosque, in a Church, in a Gurdwara, at play and everywhere in their home. There is no place where children’s right’s to be safe disappears. There isn’t a place where adult’s responsibilities to protect children don’t apply.

If you are worried about a child; give them an opportunity to talk or spend more time observing their behaviour.

All adults have a responsibility to share information to make sure that children are protected from harm.

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• Always avoid unnecessary physical contact.

• Do not divulge personal contact details.

• Do not make suggestive or inappropriate remarks.

• If a child makes an accusation this must be reported to Albatross Cars Management immediately.

• Remember those that abused children can be of any gender, age and ethnicity.

• Good practice revolves around setting a good example and being professional and responsible.

• Ensure the child’s seat belt is securely fastened.

• Seat Children in the rear of the vehicle.

UN Convention on the Rights of the Child • Every child shall have a family or if there is no family, people who love and care for them just the same.

• All children shall be listened to and helped to communicate their feelings and ideas.

• All children have a right to be protected from abuse and neglect from anyone, including their parents.

• All children have a right to rest and play.

• No child shall be punished in a degrading or inhuman way by anyone caring for them or teaching them.

• Children who have been harmed must be given help to recover.

If a child is in immediate danger call 999.

To contact social care about a child call the First Contact Team on 01332 641172.

More information is on www.derbyscb.org.uk

Do’s & Don’ts Do’s

• Listen t • Remain calm • Ask if something is wrong • Express concern • Offer help • Inform the Albatross Cars management immediately • Make a record

Mental Capacity Act

Don’ts • Judge • Blame • Give advice • Make promises you can’t keep • Place pressure • Place conditions on your support • Ask detailed or personal questions • Discuss the incident with anyone other than Albatross Cars management • Speak to the alleged perpetrator • Conduct your own investigation

The Mental Capacity Act (2005) outlines the legal framework for acting and making decisions on behalf of individuals who lack the mental capacity to make particular decisions for themselves. This act must be followed when making decisions on behalf of people who lack the mental capacity to make decisions. The same framework is to be followed whether the decision is a day to day matter or life changing event.

The act applies to individuals over the age of 16 years.

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Management Overview Albatross Cars take all reasonable steps to ensure our passengers have a safe and enjoyable experience while using our transport. This handbook has been produced in accordance with the NHS, Council and Police guidelines to educate everybody at Albatross Cars on the subject of safeguarding.

As well as reporting safeguarding issues Albatross Cars expect all drivers to escort vulnerable passengers from their pickup location to their vehicle. At the destination Albatross Cars expect all drivers to accompany the passenger to their property ensuring they are safely over the threshold before departing.

Albatross Cars instruct all drivers to handover vulnerable passengers to a responsible adult where possible.

Albatross Cars expect drivers to report back to management any signs of abuse. This can range from clear physical abuse to soiled clothes and an unsafe living environment. Albatross Cars request that all conversation is kept professional when transporting vulnerable children and adults.

Derby City Multi-Agency Safeguarding Hub (MASH) Partner agencies from both the Derby Safeguarding Children and Safeguarding Adults Boards have coma together to form a Multi-Agency Safeguarding Hub (MASH).

The MASH aims to: • Provide a co-ordinated partnership response to safeguarding issues for both adults and children within Derby City • Ensure a “Think Family” approach to Safeguarding • Improve consistency, co-ordination and responsiveness for safeguarding All concerns about children should be raised with the First Contact Team on 01332 641172. The First Contact Team will pass all new cases which meet the s.47 criteria (Child Protectionat risk of significant harm) to the Children and Young People Social Care team in the MASH. There is also a professional’s advice line which operates between 10am and 1pm, Monday to Friday, which can be contacted on 07812 300329 - please note this is not a referral line.

The MASH is a single point of access for all Safeguarding Adults referrals, and can be contacted Monday to Friday, 9am to 5pm, on 01332 642855. The Adult Social Care team will provide information and advice about Safeguarding Adults issues, and will process a referral as needed.

For any out of hours safeguarding concerns please contact Careline on 01332 786968

How to report your concern It is essential that you alert Albatross Cars or a relevant body regarding your concerns. Do not assume somebody else will do something about it.

Albatross Cars will support and advise you in the most appropriate way to proceed.

Phone 999 if risk is imminent / assault happened or likely to Record and report concerns to the police 101 and / or the safeguarding services if a child or vulnerable adult is involved.

Crimestoppers – 0800 555 111 22

Health,Safety & Security

Introduction

Private hire and Hackney carriage play a vital role in Derby’s public transport system and carry millions of passengers each year.

It is the policy of Albatross Cars to operate good Health and Safety practices for all staff, contractors and others who may provide services and directives of the company.. The aim of the policy is to ensure that all reasonable precautions will be taken to ensure good Health & Safety practices are carried out in order to protect staff, customers and contractors, as well as to enhance wherever possible the working environment.

This policy details the work health and safety duties and responsibilities of private hire and hackney carriage drivers. It also identifies the most common risks and injuries that occur in the taxi industry and how to reduce and eliminate these risks to ensure you are safe at work.

Albatross Cars take a responsible and positive attitude towards Health & Safety, as well as the welfare of its staff, contractors and customers. Our Health and Safety Policy is enclosed and Drivers must read this.

We believe that good working practices help to reduce the possibility of accidents, incidents, injury etc. and enhance the working environment.

All who provide a service for customers of the company, whether employee or contractor, to the company itself, or who represents the company in any way, have along with the company a responsibility to ensure good Health & Safety procedures.

Whilst most safe practices are common sense matters or have their basis in acquired skill, vigilance must be maintained to ensure high standards are ever present and that there is no lapse into poor practices.

Where poor practices or unsafe conditions are encountered, these must be reported to the company Health & Safety representative at the earliest opportunity.

What the Law says

The work health and safety law aims to ensure the health and safety of workers and others where work is carried out at a workplace. A workplace is anywhere work is done, including in or about a taxi.

Dealing with difficult or aggressive passengersPassengers may become aggressive or violent, particularly when under the influence of drugs or alcohol. Spotting the warning signs and acting on them can help avoid an assault.What can be done?Drivers can minimise the risks by:•when hailed, stopping the taxi a short distance from potential passengers to assess the situation. If the person/s are behaving erratically, or you feel unsafe, choose not to provide a service•keeping all doors and windows locked until you want to let passengers into your taxi•being alert and aware of your surroundings•interacting with passengers and discreetly monitoring their behaviour through the rear view mirror•remaining calm, speaking clearly in short sentences and not threatening aggressive passengers•pointing out security cameras to difficult or misbehaving passengers, and informing them that they are being recorded.Avoiding robberyTaxi drivers may have large amounts of cash in their vehicle, particularly towards the end of a shift, making them a target for robbery. If threatened, remain calm and cooperate with the assailant’s demands. No amount of money or property is worth risking your life.8Work health and safety for taxi drivers and operators What can be done?Drivers can help avoid robbery by:•always locking the taxi when alone in the vehicle or away from the taxi•minimising the amount of cash held in the taxi – leave it at home, or during breaks deposit it at a bank or well-lit automatic teller machine•never displaying money to passengers (when passengers are paying the fare only expose the float, keep the rest of the takings out of sight)•never telling passengers they have had ‘a good night’ in relation to fares or takings•promoting non-cash payments (credit cards or taxi vouchers)•not wearing expensive looking jewellery•not displaying expensive electronic items such as smart phones and electronic tablets•using distress alarms or other designated emergency communication devices if threatened 23

Health & Safety duties: Taxi drivers must: • ensure taxis are in roadworthy condition and are well maintained • ensure safety equipment (including security cameras) is fitted and maintained • ensure drivers understand how to operate the vehicle and its fittings • ensure drivers are aware of safety equipment including security devices, cameras and distress buttons, and are trained in operating the equipment • communicate and ensure safe operational procedures are understood by drivers, including procedures in case of an incident.

• comply with work health and safety systems agreed with Albatross Cars • ensure the health and safety of themselves, passengers, and any other person who may be affected by their driving activities.

• ensure the vehicle is safe to drive before commencing shifts by completing a check of the vehicle and if any faults are found must be repaired before driving the vehicle.

• Check to ensure all safety equipment (e.g. PDA, camera & alarms)

Minimising violence & aggression Taxi drivers may be at risk from passenger violence and aggression particularly because: • drivers work alone • drivers work shifts in busy night life areas • drivers work in high demand periods (e.g. events and holiday periods) • passengers may be under the influence of alcohol and /or drugs • no one is readily available to provide assistance • visibility can be poor or lighting inadequate, providing cover for potential assailants • there may be communication barriers

What can be done?

There are a number of ways taxi drivers can improve driver safety and security including: • developing procedures for working alone or in poorly lit or serviced areas such as keeping doors locked when alone in the vehicle.

• installing surveillance and security equipment in taxis such as alarms or emergency communication systems and checking their operation at the beginning of each shift.

• developing and obtaining training on how to tackle criminal activity • avoiding isolated areas • discouraging solo passenger from sitting directly behind you.

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Dealing with difficult & aggressive customers Passengers may become aggressive or violent, particularly when under the influence of drugs or alcohol. Spotting the warning signs and acting on them can help avoid an assault.

What can be done?

Drivers can minimise the risks by: •keeping all doors and windows locked until you want to let passengers into your taxi •being alert and aware of your surroundings •interacting with passengers and discreetly monitoring their behaviour through the rear view mirror •remaining calm, speaking clearly in short sentences and not threatening aggressive passengers •pointing out security cameras to difficult or misbehaving passengers, and informing them that they are being recorded.

Avoiding Robbery Taxi drivers may have large amounts of cash in their vehicle, particularly towards the end of a shift, making them a target for robbery. If threatened, remain calm and cooperate with the assailant’s demands. No amount of money or property is worth risking your life.

What can be done?

Drivers can help avoid robbery by: •always locking the taxi when alone in the vehicle or away from the taxi •minimising the amount of cash held in the taxi – leave it at home, or during breaks deposit it at a bank or well-lit automatic teller machine •never displaying money to passengers (when passengers are paying the fare only expose the float, keep the rest of the takings out of sight) •never telling passengers they have had ‘a good night’ in relation to fares or takings •promoting non-cash payments (credit cards or taxi vouchers) •not wearing expensive looking jewellery •not displaying expensive electronic items such as smart phones and electronic tablets •using distress alarms or other designated emergency communication devices if threatened

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Avoiding sprain & strain injuries Taxi drivers are at risk of suffering sprain and strain injuries, particularly as they remain in the same position for long hours, load and unload luggage and may need to assist people who have disabilities or mobility issues.

What can drivers do?

Driving

•Adjust your seat (including the height and back rest) so you are in a comfortable position and can easily reach vehicle controls.

•Adjust mirrors to eliminate body twisting.

•Use breaks to get out of the taxi and walk around to stretch your muscles.

Handling luggage •Keep the luggage as close to your body as possible when handling it.

•Avoid lifting luggage with your back fully bent or twisted.

•If required, get assistance for heavy or awkward loads from the passenger.

•Always test the weight of the load before lifting–sometimes luggage may be very heavy and you cannot tell just by looking at it. Do not lift the luggage if you believe it is too heavy or awkward.

•Seek health advice from qualified professionals if you experience sprain or strain injuries.

Assisting people with disabilities or mobility issues • Discuss and clarify your passengers’ requirements.

• Do not attempt to physically lift passengers into a vehicle

Managing fatigue Fatigue is the increasing difficulty a person experiences in performing mental and physical activities when they are in need of decent sleep.

The risk of illness and injury is increased when people work more than 60 hours per week, or 12 hours per day. Taxi drivers are likely to be at risk of fatigue due to: •shift work (working outside of Monday to Friday 6 am - 6 pm) •extended work hours (working more than eight hours per day or six days per week) •long periods awake •inadequate amount of sleep (less than seven hours per day) or poor quality sleep •irregular working hours.

Driving while tired is a contributing factor to the number of deaths and injuries on UK roads.

The effects of fatigue include: •slowed reaction time •decreased alertness •poor hand-eye coordination •poor communication •reduced decision-making ability •difficulty responding to emergencies •loss of awareness in critical situations.Self-assessment of fatigue is unreliable, as the more fatigued a person is, the less 26

What can drivers do?

Drivers should be aware of the warning signs of fatigue including: •blurred vision •drowsy relaxed feeling •poor concentration •irritability •difficulty keeping eyes open •not feeling refreshed after sleep (waking tired) •microsleeps (e.g. falling asleep for a few seconds) The following precautions can help drivers manage fatigue: •do not drive more than 12 hours in any 24 hour period •have at least one full 24 hour period without driving every week •take regular and adequate rest breaks •limit total hours worked to 55 hours per week (excluding breaks) •never drive when taking medication which can adversely affect your concentration and alertness levels •stop driving if you are tired and take a break (e.g. have a power nap for 10–45 minutes or get out of your vehicle and walk around) •avoid using the heater as it can make you feel drowsy. In cool conditions direct warmth to your feet, and open the window a little to allow fresh air on your face

Enjoying good health and well being Working long hours and shift work means that extra planning is required to ensure you eat well and get enough exercise to maintain your health and wellbeing.

Some tips to remember include: EAT WELL •Eat high fibre, slow release foods which give you energy and keep you feeling fuller for longer.

•Reduce your intake of fatty, salty and sugary foods.

•Drink plenty of water.

•Limit caffeine intake as caffeine will only keep you awake for short periods of time, but not if you are lacking sleep.

GET ACTIVE •Use your break or any spare moments to get out of the taxi, stretch and move around.

•On days off and between shifts exercise to keep yourself fit, as driving a taxi can be relatively inactive work.

SUN SAFETY Getting in and out of your vehicle during the day and UV radiation from the sun that reaches you through the windscreen and windows of your vehicle can result in sunburn and skin damage. Protect your skin from the sun by: •wearing protective clothing, particularly on your arms and your hands •apply and reapply sunscreen during the day to the parts of your body exposed to the sun.

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Safety & Security

It is extremely important that all taxi drivers, especially those that are new to the industry, understand the dangers involved and learn how not to become a victim of crime.

There are many reasons why you are at a greater risk of assault or robbery whilst at work.

These reasons are: • You work alone • You work all types of shifts including nights • You work in isolated areas • You always have ready cash • You are always dealing with strangers The very nature of your service requires you to deal with everyone If you have worked a long shift then you may be carrying large amounts of cash in your car. Try to be cautious about this, perhaps deposit the money at your home if passing or alternatively conceal your takings separately around the car. As well as the personal impact on your livelihood, it would be bad publicity should you be robbed of a large sum of money as word could spread that our drivers are ‘easy targets’.

Always report any incidents to the police and to the Albatross Cars Call Centre.

Be alert and aware • You must keep yourself aware of what is going on around you at all times, whether you are parked or driving.

• Be aware of who is around you when parked in the street. If you don’t you may be giving someone the chance to sneak up on you and catch you by surprise.

• It is essential that you make eye contact with each and everyone of your passengers as they are entering the vehicle. This sends a subtle message to them – ‘I see you. You see me. I Can identify you if I need to.

• All passengers potentially pose some level of risk to you. Read them, assess them, then act accordingly.

Working at night • The most dangerous times for you to operate are during the evenings and at night. At this time there are few people around as witnesses and more people will have been drinking alcohol.

• Even though these can be the most tiring hours you cannot afford to be careless and unaware. You must maintain a high state of alertness during these times.

Be alert to the security of your vehicle • Do not leave it unattended with the windows open, door unlocked or the keys left in the ignition (especially on filling station forecourts).

• Do not wear expense watch, neck chain or bracelet. If you do you may be providing the motivation for a person to rob you.

• If a person offers you a large denomination banknote, advise him that you will take him to get it changed at a nearby garage. Do not show him that you have money to change it.

• Windows should be opened enough to speak to people without them being able to reach through and cause injury or take property such as ignition key.

• Remove all valuables, moneybags, etc when parking up at the end of the shift.

• Thieves are aware that taxi-drivers leave money in their vehicles and target them accordingly.

• If you have a car alarm – activate it.

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Be aware of vague instructions • It is important that the customer gives you a fixed destination that they are going to before you drive away.

• If they are unsure and hesitate, read this as a sign that you should be alert to what they are up to. If they say, “just start driving, we will tell you the way,” this is a classic danger signal to you. Do not move, just politely advise them that the company policy requires you to get an exact address.

• When they do give you an address use your radio and advise the controller of the destination address. This will serve three purposes, firstly, it will warn the controller that you may have a problem, secondly, it will appear that you are telling the truth about your company policy and thirdly, it will give the passenger the understanding that the controller and others know where you are going. By doing this, you assume control of the passenger and the situation.

Elderly customers • Always be courteous and polite • Always offer to help but do not insist (many elderly value their independence) • Never over charge or complain with regards to short journeys • Do not ignore and try to have meaningful conversations (as you may be person they see each week)

Night passengers Working at night can be a dangerous job therefore it is at utmost importance to keep yourself safe as well as your customers and to also guard against any accusations that may occur: • When picking up a customer’s always make sure the information on your data corresponds to the information given to you by the customer • If it is more than a one car job try and wait for your colleagues to arrive and only pick the customer that is named on your data head • Picking up flyers or plying for hire is strictly against the rules and you are NOT INSURED in the case of an accident or incident (any driver plying for hire or flying will be immediately suspended and reported to the relevant authorities) • If picking up a drunken passenger do not deviate from you route. Do not try to overcharge. If the passenger becomes aggressive stay calm at all times, if in doubt refuse the fare and inform the base • Soiling charges – Albatross Cars recommends that all drivers should keep a bottle of water, some tissues or wipes, mints/ chewing gums at all times. If a customer seems to be in a state in which they could soil your vehicle pre-warn the customer of the soiling charges and offer to stop the vehicle if the customer feels unwell. Only demand the soiling charge as a last resort. If in doubt refuse the fare and inform the base. (The police do not have to help you gain this

Seat belts

• All passengers, front and back, should wear seat belts and the wearing of seat belts by those passengers of fourteen years (or younger) is this legal responsibility of the driver.

• The driver of a hackney carriage vehicle is exempt from the seat belt laws. However when driving a private hire vehicle, the driver is only exempt when there is a passenger aboard.

• Everyone knows they should wear a seat belt in the front seat but many people still don’t realise how dangerous it is not to wear a seat belt in the back.

• In a crash at a relatively low speed of 30mph, an adult back seat passenger is thrown forward with the force of three and a half tonnes – that’s the weight of an elephant!

• Its not hard to see why an unrestrained back seat passenger has a good chance of being killed and of killing the person sitting in front of them.

• Having a Hackney Carriage/Private Hire licence and driving without a seat belt would not prevent you from flying you from flying through the windscreen when involved in an accident – BE SAFE, BELT UP. 29

Leaving your vehicle unattended Never leave your vehicle unattended with the engine running, always lock it up and make it secure even when just walking to make contact with a customer. If you do leave your vehicle unattended, make sure that you put any valuables and your data head in a secure location or take them with you.

Legal requirements for Child restraints Children up to 3 years old In a licensed taxi or licensed hire car, if a child restraint is not available then the child may travel unrestrained in the rear. This is the only exemption, and has been introduced for practical rather than safety reasons. You should always think about ways to make sure that a child seat is available.

Children over 3 and either up to 1.35 metres tall OR up to age 12 There are three exemptions, where a child in this category does not have to use a child restraint. In each case the child MUST use the adult belt instead.

They are: 1) in a licensed taxi or private hire vehicle; 2) if the child is travelling on a short distance for reason of unexpected necessity; 3) if there are two occupied child restraints in the rear which prevent the fitment of a third.

It is the driver’s legal responsibility to ensure that the child is correctly restrained.

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Manual Handling Just because we have been lifting and carrying things all of our lives it does not follow that we have been doing so safely or that, with the changes that occur naturally in the body, we can continue to handle items in the same way.

Although there is formal training and guidance in manual handling techniques the following guidelines and hints should be observed.

The load • Always check the weight and balance of an item before trying to lift it.

• Check the item for sharp edges, staples, etc that could that can cut your hands and pierce your skin.

• Check the stability of the load.

• Check for gripping points (if any).

• Check any wrapping or packaging to ensure it is secure.

The route • Check your route for uneven surfaces.

• Check your route for uneven surfaces.

• Try to ensure that the route is as straight as possible.

The lift • Always use safe lifting techniques.

• Bend your knees, not your back.

• Keep your back straight (but not necessarily vertical) whilst lifting and carrying items.

• Where possible, when you grip the item, one hand should be advanced in front of the other.

• To maintain balance, when lifting, one foot should be advanced in front of the other.

• Wherever possible, keep your elbows close to your body during the lift.

• Try to hold the item as close to you as possible.

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Information Governance & Data Protection Overview Information governance is a set of multidisciplinary structures, policies, procedures and controls implemented to manage information.

Albatross Cars operates a strict approach to information governance. National and NHS guidelines are closely followed.

Due to the nature of work that Albatross Cars undertake, drivers may be told additional private information. This information is passed on to the drivers for their passengers’ safety.

Drivers are not permitted to discuss or share customer information that is given to them. This would include customers’ addresses, personal contact details or other personal details. If a driver breaches these confidentiality rules disciplinary action will be taken, possibly resulting in a driver’s equipment being removed.

GDPR Compliance What is GDPR? GDPR is a modernised version of the original European Data Protection Acts of 1988 and 2003. The improvements take a hard-line approach to ensuring best-in-class controls are in place when handling customer information.

Albatross Cars collects, stores and uses large amounts of personal data every day. This data is used by many people in the course of their work.

What information do we collect about you?

The Operations team are responsible for keeping your data in a safe and secure manner. These records help us keep compliant with the rules and regulations set by the various Councils and are used to liase with Licensing authorities when discussing matters in regards to you. These data includes: * Driving license (for Photo ID and proof of address) * Taxi badge (for record purposes and to liase with Licensing Authorities if any issues arise) * Compliance certificate (for record purposes and to liase with Licensing Authorities if any issues arise) * Vehicle insurance (for record purposes and to liase with Licensing Authorities if any issues arise) * Driver photo (face) - You photo becomes visible on the customer app making driver identification quicker and encouraging safety and security for the general public * Email address - Credit sheets and company news will be sent here * Contact number - for Call Customer feature and for the Dispatchers/Operations team to communicate in relation to work * Bank details (Sort Code, Account Number and Account Name) - to transfer any credit due * Certificates (PATS, NVQ, First Aid) - to see qualification as a private hire driver and whether you are eligible to undertake certain contract work. * National Insurance Number - to check your DVLA history (penalty points/motoring offenses) if driving a company vehicle.

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Company Equipment Effective Immediately:

Here at Albatross Cars we pride ourselves on being more than a company we are a team. A team that believes in a work place with Values & Ethics. Like Dedication,Integrity, Accountability and Collaboration.We believe in working efficiently, and effectively. We do not allow personal usage of company PDA’s and SIM cards. In the past few months we have been inundated with cases of defective PDA’s, broken PDA’s, stolen PDA’s and each time the company has replaced them free of charge. Due to the overwhelming volume of such cases, we must put a Company Equipment Policy in place that is effective immediately.

Policy Purpose

The purpose of this policy is to inform those who have been allocated company equipment or property of the procedures governing the care of this equipment. This policy covers item such as PDA’s, SIM’s, door signs, etc. and all assigned company equipment and the requirements for its use.Theft, loss or damage to company equipment is becoming increasingly commonplace. The costs of replacements are not just financial, it includes loss of data, lost productivity, and the time to configure and set up a new device. There are also risks associated with the loss or exposure of sensitive, unique or personal information, including reputation,commercial and privacy. This policy seeks to minimize these risks.

Usage

We advise all drivers to use their PDA’s in a safe and legal manner and not to be distracted by the software whilst driving as it can result in a road traffic accident. We also advise all drivers to only use the Call My Customer feature when their vehicle is parked and the engine is switched off to comply with the law. Voice requests and speaking to anybody using the PDA should only be done when your vehilce is safely parked and engine is switched off

Responsibility

1. Albatross Cars does not tolerate inappropriate use of any company property.

Offensive, pornographic, racist or abusive content found on company equipment is considered a violation of company rules and regulations.

2. Your company equipment or property is supplied with software. These are the only applications licensed for use. Do not install any additional software.

3. Don’t leave company equipment or property unattended, don’t allow anyone else to use company equipment or property it is company equipment and provides access to our customer data.

4. Albatross Cars equipment must not be altered or changed, including but not limited to software and hardware changes.

5. The driver must report damaged, lost or stolen equipment to the Operations department immediately via phone or email 6. If Albatross Cars equipment or property is stolen; the driver must initiate a police report before the equipment can be replaced.

7. If company equipment or property is apparently negligently handled and damaged, or is lost, the Operations department will determine that the Driver is responsible for paying the comparable equipment replacement cost.

8. Comparable equipment replacement cost will be based on the cost to Albatross Cars to replace the company equipment using the then current hardware standards of the Operations Department, not to exceed the original cost of the equipment.

9. At termination ofAgreement, company equipment must be returned to Albatross Cars in good working order or else be considered lost or damaged, wherein the Driver will be held responsible for paying the comparable equipment replacement cost.

If you should decide to leave Albatross Cars, please arrange to see a member of the Operations team Monday to Friday

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Dog assistance policy People working in the private hire industry have an important role to play in helping people with assistance dogs travel around the Capital. Here, we provide you with information about the different types of assistance dogs and outline your responsibilities to passengers who need to travel with them. It is against the law to refuse any passenger with a guide dog, regardless of religious or cultural beliefs. Severe civil and criminal actions may be taken against any driver which refuses this type of fair. The only exception to this rule would be if the driver has a prescribed medical condition, verified by a doctor and the certificate must be on display at all times. This medical certificate must also be handed into a member of management and will be kept in your Driver File.

Assistance dogs in the UK More than 7,000 people in the UK rely on a highly trained assistance dog to help them get around and to complete every-day tasks. Assistance Dogs UK helps ensure that all accredited assistance dogs meet high standards of training and that the dogs are well cared for.

Assistance dogs provide disabled people with the support and confidence to live an independent life, and are allowed unlimited access to all services.

Did you know?

• Under British law, passengers with accredited assistance dogs have the same right to private hire services as everyone else • Taxi and private hire drivers cannot refuse a passenger because they have an accredited assistance dog • Passengers cannot be charged more for a private hire journey because they have an accredited assistance dog • Assistance dogs must be seated with their owners at all times • It is illegal to refuse to carry a passenger with an accredited assistance dog. Drivers doing so could risk losing their licence or face a fine Assistance dogs help navigate the world Some drivers may feel they have reasons for refusing an assistance dog or charging more for a journey. However, the information below outlines some myths and the truth behind them.

Myth busters ‘Dogs are a safety risk’ - All assistance dogs must pass several tests and are trained to lie quietly by their owners’ feet.

Assistance dogs are trained by experts ‘Dogs are a health hazard’ - Assistance dogs have regular health tests, which means they are unlikely to be a risk to hygiene ‘Dogs are against my religion’ - UK law says that there are no religious grounds which would allow a driver to refuse or overcharge a passenger with an assistance dog ‘Dogs might bite me’ - All assistance dogs are specially chosen for their calm and caring nature. They undergo two years of intensive training and are regularly assessed ‘I will need to assist the dog’ - The owner of the assistance dog will know how to guide their dog into a vehicle

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There are a number of different types of assistance dogs recognised in the UK. The seven charities accredited by Assistance Dogs UK are: • Guide Dogs • Hearing Dogs for Deaf People • Dogs for the Disabled • Canine Partners • Dog AID • Support Dogs • Medical Detection Dogs How to spot the different types of assistance dogs You can work out the type of assistance a dog provides by looking at the colour of the jacket it is wearing.

Please note these dogs are not always the same breed and the illustrations are for guidance only.

Assistance dogs are your passengers too In this section, you can find out about the different types of assistance dogs and what they are mainly used for.

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Driver Responsibilities

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Documents All drivers are required to provide their up to date badge, vehicle plate and insurance details upon enrolment and provide copies of these documents at renewal. Please be aware failure to provide these documents will result in suspension from working until the documents have been provided.

All driver renewal or new documents must be emailed to the Operations Team at operations@albatrosscars.com

Accident & Accident damage Knowing the procedure in the event of an accident is very important. If anyone is injured, the police must be informed along with any other emergency service that is required. Let the dispatcher know of the accident and inform them if you need any assistance. Please remember to take notes and take details of all vehicles involved, names and numbers of attending Police oicers and addresses of any witnesses.

If your vehicle has incurred any damage, it is a condition of your license to report this to your Licensing Authority. Please ensure all documents – Insurance, Plate and Hire agreement – are provided to operations.

Change of vehicle & address If a driver wishes to change their vehicle they are requested to speak to the Operations department first and provide the documents for this vehicle.

If a driver changes their address they must immediately inform their local Licensing Authority as well as Albatross Cars and provide an up-to-date copy of their License.

Lost property There will be times when a customer leaves property in your vehicle by mistake. It is essential that you let the police know in case the customer contacts them in the short term. It is now our duty by law to make the best possible attempts to return the lost property back to its owner. If you have tried every means possible please take the item to the nearest police station and inform the operator.

Special instructions If a journey has any special instructions then they will be displayed on the PDA, this could be anything from assisting passengers to explaining that they are not to take any wheelchairs/walking frames/ oxygen or escorts to their hospital appointment. You must always be aware if a journey has multiple pickups or destinations by watching for whether the via screen is between the pickup and destination

Confidentiality At times you will overhear customers’ conversations: these should be regarded as private and confidential (unlawful activities are, however, exempt from this rule).

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Children • Always have your badge on display at all times • Always be polite and courteous to children • Always be on time especially if you have a school contract as these are very important to Albatross Cars • When required personally collect and sign for children • When dropping off from school / home always ensure the child has been greeted by a responsible adult • Do not EVER deviate from your route unless traffic is diverted ALWAYS inform school /parents of this diversion • Never physically handle a child unless another responsible adult is present • Do not be abusive or angry with children any issues should be reported to base and or the school • Do not pick up any children that are not on your list

No smoking It is illegal to smoke in a taxi or private hire vehicle, even when you are not working. Your vehicle is used by members of the public and therefore must remain smoke and smoke particle free.

Smoking is now considered very anti-social and could make you liable to a third party claim should an accident occur whilst smoking in your vehicle.

It is also very unpleasant to get into a car where the driver has recently been smoking, so please keep your car clean, tidy and smelling fresh at all times. You must also always have “No Smoking” stickers prominently displayed inside the vehicle. We ask you to also refrain from the use of electric cigarettes, from a distance they can look like a real cigarette is being smoked.

Drugs & alchohol It is a strict company policy that drivers do not drive for Albatross Cars whilst under the influence of drugs or alcohol. Failure to comply with this rule will result in a driver being instantly dismissed from working with the company.

CONDUCT All Drivers whilst driving for Albatross Cars are the public image of the company. They must drive in a professional manner, be considerate and courteous at all times and must be classed as a fit and proper person. (See Licensing Terms & Conditions).

DRESS CODE Albatross Cars drivers must be in full uniform at all times, displaying all appropriate signage.

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Good practice All drivers are expected to bring the following items with them to work: * Fully charged mobile phone with talk time * Notepad and pen * Cash float (at least ÂŁ20.00) * Maps/SatNav * Receipt pad * Business cards * Licensing badge * Magnets displayed correctly * Insurance certificate * Torch * Phone charger * Fuel before shift

Mobile phones Albatross Cars reminds drivers that it is illegal to use a mobile phone whilst driving a vehicle. If you have an accident while operating a mobile phone you may be liable to a third party claim against you and prosecution. Albatross Cars does not allow drivers to use hands free equipment while driving or when passengers are in your vehicle. If a driver is found to be using a mobile phone while driving or with customers in their vehicle this may result in the driver’s equipment being removed.

Drivers are not allowed to operate any function on their mobile phone while driving, whether this is to call, text or use an application. Drivers must not give their personal mobile numbers out to customers.

Personal hygeine All drivers should be clean, tidy and presentable at all times whilst working with Albatross Cars. If the company receives any complaints regarding your vehicle or you as a driver personally, we will look into the complaint immediately and work with the driver to resolve the issue. It is good practice to always carry deodorant in your vehicle, in summer it can get very hot when sat waiting for work and this can cause sweating without you realising it.

Offensive material Offensive stickers on cars, inappropriate football slogans, clothing etc, are not acceptable. Please remember to convey the company image whilst at work. Please be aware even when a driver is not carrying passengers he/she is still deemed to be representing Albatross Cars if their vehicle is displaying Albatross Cars signage or the driver is wearing Albatross Cars Uniform. Should a driver act in a way that is deemed to have brought the company into disrepute these actions may lead to the termination of the company agreement with the driver.

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Promotions From time to time we get involved in promotions with other carefully selected companies. Your assistance with all promotions is expected and appreciated. When promotions are negotiated and announced we always make sure that there is an excellent incentive for the driver or customer.

Driver representation Albatross Cars are able to refer you to licensing consultants, solicitors and barristers in connection with licensing and motoring law matters. If you require our assistance in dealing with your case and / or your lawyer, we will charge a fee, which we shall agree with you before we provide you with any assistance.

Driver of the month We encourage all Drivers to send pictures of their vehicles in beautiful surroundings and interesting and relevant locations and send the images to media@albatrosscars.com These pictures are then uploaded onto our various social media channels under the hashtag #AlbatrossPictureOfTheWeek.

Every month the best picture is chosen and the driver receieves an incentive.

These images are also used for promotion and marketing purposes and all drivers must agree to this before sending your images to Albatross Cars Derby LTD.

We encourage all Drivers to send pictures of their vehicles in beautiful surroundings and interesting and relevant locations and send the images to media@albatrosscars.com These pictures are then uploaded onto our various social media channels under the hashtag #AlbatrossPictureOfTheWeek.

Every month the best picture is chosen and the driver receieves an incentive.

These images are also used for promotion and marketing purposes and all drivers must agree to this before sending your images to Albatross Cars Derby LTD.

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Vehicle Cleanliness Vehicles must be kept presentable and clean inside and out at all times. We understand that in the winter months it is sometimes diicult to keep the outside of your car clean at all times, but please try as best as you can. We advise that you have a mini valet on your vehicle once a week to keep on top of the cleanliness of both inside and outside the vehicle. Reiterate here that boots must be empty. It is good practice to carry out a daily check on your vehicle.

Carry a spare key It is a good idea to have a spare key to the vehicle in your pocket. An offender may throw your keys away before making of, thinking that they depriving you of mobility. This way, should they leave the vehicle or dump it short distance away, you can get it going after they have left and get assistance.

Interior • • • • •

Always ensure the interior of the vehicle is vacuumed on a daily basis Ensure the cockpit is dust free and free of clutter Ensure the seats are stain and hair free Carry adequate cleaning materials Carry a blanket to avoid cat hairs being transferred to your next passenger

Engine • • • • • • • • •

Check oil levels every day before you commence your shift Check water levels when the engine is cold Don’t wait until the tank is empty before you refuel Fill vehicle with fuel before commencing shift Keep screen wash reservoir topped up and add anti-freeze agents during the winter Ensure coolant level topped up Ensure vehicle servicing is carried out as per manufactures recommendation Ensure brake fluid topped up at least one a week Ensure that the battery is well maintained

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Drivers using Social media and Internet forums Albatross Cars expect all Drivers to behave in a professional and courtesous manner and will not tolerate any of the following from a Driver on any sort of social media or online/non web-based platform: bring the organisation into disrepute, for example by: -criticising or arguing with customers, other Albatross Cars drivers or staff members; -making defamatory comments about Albatross Cars or any of its staff,customers or contractors; - criticising Albatross Cars - posting customer information - posting images of company data such as Zones/Plots/Messages/Earnings or technical issues (If Drivers have any concerns they want to raise then please book an appointment with a Driver Liaison Officer). breach confidentiality, for example by: -revealing trade secrets or information owned by the organisation; -giving away confidential information about an individual (such as a Driver or customer contact); do anything that could be considered discriminatory against, or bullying or harassment of, any individual, for example by: -using social media to bully another individual (such as an Albatross Cars employee, Driver, customer or Contractor of the organisation); or posting images that are discriminatory or offensive or links to such content.

Drivers should note that any breaches of the above points can lead to Termination of contract.

Tyres • Cars MUST have tread depth of a least 1.6mm across the central three-quarters of the breadth of the and around the entire circumference • Ensure the manufacture’s correct tire pressure is used • No bulges, splits over one inch or canvas showing • Radials and cross ply must be mixed on the same axle. If both types of tyre are fitted to the vehicle then the radial must go on the rear axle • Mountain kerbs (especially at speed) puts tracking out of alignment, increases the • Effect of tyre wear and is the main cause of potentially lethal, tyre blow out

Windscreen • Ensure windscreen is clean for maximum visibility • Stone chips increases the likelihood of windscreen brakeage • Cracked windscreens must be replaced • Ensure wipers are replaced as often as necessary • Remove any obstructions from the dashboard that may obstruct vision • Thieves are aware that taxi-drivers leave money in their vehicles and target them accordingly • If you have a car alarm – activate it.

Personal possessions • In an attempt to provide a clean and comfortable environmental, the driver’s personal possessions should be kept in glove box, door storage compartment or the boot • Newspapers and books kept on the dashboard look unprofessional. Always keep the passengers space clear of your possessions.

Passenger numbers • Always ensure that you do not carry more passengers than your vehicle’s plate denotes.

You will be in contravention of your private Hire/Hackney carriage vehicle licence and your vehicle insurance should you do so.

• The only exception to this is that two children (under the age of two years) may be

Private jobs Drivers must not give out their personal contact details to ANY customer. Should a customer wish to request you for a future job, give them your call sign ONLY and advise them to request when calling next time. Should any driver be found giving out their personal contact numbers to customers for private jobs, they will be subject to disciplinary procedures and reported to taxi licensing department.

Recovering jobs Recovering jobs is NOT allowed unless there is an emergency. You must inform the controller when you have a reason for this. Any drivers repeatedly recovering jobs will be subject to disciplinary proceedings.

Recovering jobs results in an inconvenience to controller, the customer, other drivers and the business itself 43

Phone Use • Drivers may only engage in phone calls using hands-free devices. (This is LAW) • Drivers should never take personal calls whilst there are customers in the vehicle.

• Drivers must never speak in a language other than English whilst carrying customers.

(This includes speaking to the controller)

Accepting Jobs • Drivers must always pick up named persons on their data.

• If there is no name, always confirm contact details.

• Avoid ‘no-jobbing’ early. Allow a minimum of five minutes after arrival.

• If no customer contact, driver should ring number given.

• If home address, try knocking on door.

• If customer has acknowledged driver’s presence, then be patient and do NOT apply meter before informing customer of your action. (Minimum 10 minutes free).

• Only pull off from the job after informing the controller.

None payment of fare

• If a customer runs away without paying for a fare DO NOT chase after the customer as this could lead to a dangerous situation ( it is better to continue earning than ending up in hospital or worse over a single fare) • If a customer refuses to pay stay calm and try to find the reason as to why the customer is refusing to pay. If it is something that can be resolved easily i.e. the customer thinks you are over charging them or taken them on a long route try to compromise with the customer. If it is more serious refer the customer to the complaints procedure and inform the base. Do not get aggressive with the customer as this will only leads to further conflicts. (if you would like to inform the police by all means do so but they may say it is a civil matter)

System failure There will be times when the computer system fails. At times such as these jobs will be despatched by voice and it is essential that the details you are given be written down. The controller and telephone operatives will be under considerable pressure and the last thing they need is such circumstances is a driver on enquiry asking, ‘what was that house number?’

During a system failure enquires should be kept to the absolute minimum

Long distance fares For all long distance, you should consider asking customers unknown to you for a deposit (the approximate total fare) before leaving. Use your direction, a family on the way to an airport laden down with luggage are a different proposition than an unknown customer from a pub. Those customers who refuse to pay in advance are generally those who are not intend to pay.

No fares If a customer has not been picked up within 10 minutes of the booked time, the driver must inform the controller, who will then check the relevant information. You will either be told to pull away or continue to wait, do not log yourself back into a zone. Before pulling away from a resident address, post a company business card through the 44 letterbox, indicating that we have called.

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Personal Safety ‘Runners’ When a passenger runs of without paying, you should remain in your vehicle, do not give chase, call for assistance; the controller will ring the police (who will attend if possible). Be observant on these occasions; make a note of all the information you can remember (Names used, description, clothing, distinguishing marks/tattoos, etc).

Collecting the right customer Please use your judgement where customers are concerned (evening drivers should always keep their doors locked before a pickup). Always ask the customer to divulge their name to you first at busy locations to ensure you the right person.

If friends carry someone out of a pub, under no circumstances should you let that person into your car, let the landlord who sold the drink sort things out. ‘Controlling’ customers is something that needs to be done politely, courteously and in a calm manner.

Motoring/Parking Offences Any traffic offence, endorsements, imposition of penalty points etc must be reported to your Licensing Authority. You are personally responsible for any fines and all drivers are required to pay any fixed penalty, such as for a parking offence, within the prescribed time.

Driving Standards - foul language Our customers wish to travel in a comfortable and safe fashion. You are expected to drive in a non-aggressive, professional manner that allows the customer to be relaxed and at ease, with you in full control. Please remember that your actions whilst driving reflect on all your colleagues and the company as a whole, so please conduct yourself accordingly. Private Hire/ Hackney Carriage ID Badges must be worn at all times whilst on duty.

The hallmark of a bad driver is impatience. Taxi drivers are not driving instructors and should not travel our roads telling people off for what they consider bad driving. Gestures to other motorists serve no purpose and only highlight the deficiencies of the person making the gesture. The professional driver will always remain calm, make allowances for other people’s errors and retain the high ground in any incident by keeping control of ones feelings. The use of a horn is counter-productive and serves no useful purpose. It is one instrument that

Missing train/coach/flight If a customer(s) misses their train,coach or flight due to driver error / irresponsibility, the driver shall compensate the customer for the cost of replacement ticket(s) and if that payment is made to the customer by Albatross Cars, you shall fully indemnify Albatross Cars.

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Customer Service

Conversation with a customer

It is imperative that conversations with customers are kept to a basic form and in no way should yo engage in any conversation that involves anything of a sexual nature, religion or politics. These type conversations can become highly volatile and can lead to strong arguments, fights or accusations again yourself. It is best practice to avoid these situations at all times. When transporting customers travellin on their own and they are of the opposite sex it is best practice to always ensure that the person is seate in the rear of the vehicle and not in your front passenger seat.

Please report any incidents that may concern you directly to the office.

Assisting customer

All drivers should go to the receptions at Hotels and help our clients with their luggage, help customers supermarkets with their shopping and always be prepared to assist infirm, disabled or vulnerable perso This enhances the reputation of Albatross Cars and encourages people to use our company the next tim they need a taxi. All drivers must adhere to the guidelines set out on their PATS course. It is part of yo licensing condition that the boot of your vehicle should be empty at all times when the vehicle is bei used for private hire work.

Drivers are instructed to assist wherever possible, the stowage of customers belongings such as: * Collapsible wheelchairs * Pushchairs * Luggage * Children * Pets/Guide dogs

Difficult customers On occasion you may experience a difficult customer, someone who is drunk, will not pay, acts in an aggressive manner etc. It is important not to get involved in an argument as this could result in a physical assault against yourself, or an assault charge against you. Try to keep calm and use dialogue as a way forward. If this fails, cut your losses rather than putting yourself in danger. In the cold light of day you will realise it is not worth it. If violence is used or threatened against you, press the ‘panic’ button and stay where you are until vehicles come to your assistance. Drivers are advised to report all serious incidents to the police. Please be advised call centre staff are unable to report an offence on your behalf.

Bilking (Non-Payers) If you have the misfortune of a passenger notpaying for the jour ney, inform both the call centre and the police. Albatross Cars will block the address and telephone number that they used to book the journey, and the Police now have a duty of care to either get the money owed to you and/or prosecute the people who have committed the offence.

Soiling of your vehicle In the unfortunate event of a customer accidently ‘soiling’ your vehicle it is important that you are suit

ably recompensed. The council guidelines regarding soilage charges are that you are entitled to charge a maximum of £70.00 to the customer depending on the severity of the incident. If the soilage occurs whilst carrying out an account job you will need to provide evidence of the valet in the form of a vale receipt otherwise we will not be able to pay you out for the charge. We advise that you use your mobile to take photographic evidence to prove what soiling occurred.

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Sociability * • Be sociable with your customer, assess the type of individual you have in your vehicle and treat them accordingly: • Open the conversation with Good morning/afternoon/evening • Ask them how they are today • If a customer is amenable to conversation it will develop from here • Topics can include the weather, current affairs, sport or their destination • Be positive; never introduce a negative or critical aspects • Avoid controversial topics, such as sex, extreme politics or religion • If customers wish to discuss last evening’s EastEnders, the big match or the price of fish, if you are familiar with the topic, converse with them • Point out places of interest to customers, especially to those from out of the city

Dealing with customer complaints It is important that you remain calm and do not get drawn into an argument when dealing with a customer complaint. If you cannot resolve the issue amicably then apologise to the customer and assure them that the complaint will be dealt with professionally and advise the customer to contact the Customer Relationship Manager during office hours on 01332 345 343 or email complaints@albatrosscars.com We are striving for total quality of service. There are going to be occasions where things go wrong. We shall try out best to resolve the issue.

Once the complaint has been logged we shall investigate and even refund the customer.

We have a very strict Complaints Department where every complaint is taken seriously and disciplinary action is taken against the person in question.

Passenger safety and courtesy It is the driver’s responsibility to ensure that anyone travelling in their vehicle is wearing a seatbelt.

Each passenger must wear a seatbelt (by law) and you must only carry up to the number of passengers licensed on your council plate. The company would advise all drivers to familiarize themselves with all taxi laws and seat belt regulations relevant at the current time. This should include the handling of children and young people, blind and disabled passengers and the vulnerable. Current legislation regarding these issues is available from the Derby City Council.

Courtesy goes a long way: * promote yours and Albatross Cars image e.g. on approaching a junction and should conditions allow, let other drivers out. * Maintain lane discipline. If you have made a mistake indicate a “sorry” to the other motorist. * Never use your horn as a sign of dissaproval. * Never make abusive gestures * Obey the speed limits * Signal your intentions early * Never tailgate Just to remind you, you are resprenting the Company when displaying Albatross Cars door signs.

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Delivering a service Providing a polite, efficient and friendly service is over utmost priority. Please ensure that you assist all passengers as good customer service leads to more business and creates good impression of the Albatross Cars brand. Please remember to continuously hand out business cards to all passengers.

Drivers are expected to: * Greet customers with “Good Morning/Afternoon/Evening” * Most importantly smile & thank the customer * Carry passengers in comfort & safety * Observe the speed limits * Show courtesy & respect to passengers * Open doors for passengers * Take passengers by the shortest & most economical route. * Adhere to traffic light signal laws

Consideration Never toot your car horn to gain a customers attention. It is illegal to use the horn between the hours of 11pm-7am. During the early hours it is best to lightly knock on the door rather than ring the bell and disturb the whole house.

To not joke on the way to a funeral and do not knock the institution of marriage on the way to a wedding

Gratuities Gratuities are a “perk” available to every driver. They are to be earned, not expected. Unsuprisingly the more courteous and helpful you are the better the gratuity.

Customer bookings Any customers requiring a return booking must book the job through our call centre. Do not take bookings from customers with the intention of carrying out the booking yourself as this is against your licensing conditions and you will not be properly insured. Albatross Cars are also licensed by Derby City Council and to meet the conditions in our operator’s license all jobs undertaken must be booked through our call centre.

Transporting animals We do book work that involves the carriage of animals, please note that this is a driver option so please check with the call centre that we have your preference recorded in our system. It is always wise to insist that animals are not carried on the seat but placed on the floor. Animals other than dogs should be carried in a suitable cage/container. Guide dogs or assistance dogs must always be carried (this is a requirement of UK Law) unless the driver has a licensing exemption certificate which must be presented in advance to the operations department.

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Deaf, Blind & Disabled YYYYYYYYYYYYY

The Physically Disabled When dealing with people regularly you will meet some individuals who are physically disabled in one way or another. Many people feel awkward if they have to deal with disabled customers. Whilst this may be understandable — especially if you have no experience of dealing with disabled people — there is really no need to see this as a problem. The important thing to remember is not to be patronising or treat people as if they are less intelligent just because they have a physical disability. Remember that they are used to dealing with their handicap and they do not feel embarrassed.

• Be ready to open the door of your vehicle.

• Do not rush them or appear impatient.

• Apart from being attentive, thoughtful and prepared to offer help when necessary, concentrate on the person rather than the disability • When assisting a wheelchair bound customer ensure that the waist belt and footrests are in place.

• Never tip a wheelchair forward if you have to go down a step or off a kerb. It is easier and safer to reverse a chair down steps.

• Make sure that your vehicle is a reasonable distance away from the kerb in order that your passenger may find access to your car easier • Always lift the footrests before the customer stands (to prevent them tripping over them).

• Once the customer is in your vehicle you will need to collapse the wheelchair before stowing it in the boot. It is a simple process — first, remove the cushion, lift the material under the cushion, one hand pulling the front, the other the rear. This automatically collapses the chair. There are two pins under the wheelchair handles that have to be slid downwards this collapses the handles. Stow the chair.

• On arrival at the destination, re-assemble the chair. Ensure the brakes are on until the customer is in the chair.

Customer on Crutches When you have to pick up a person on crutches, ensure the front passenger seat is as far back as it will go.

• Open the door for them and put their crutches in the rear or boot of the vehicle • Close the door for them and offer assistance with the seat belt • On arrival at the destination, get out of the vehicle, open the door and assist them to their feet • Retrieve the crutches from the rear of the vehicle or boot and hold them in position (open end of arm holes facing forward) until customer is ready to proceed

Deaf Bear in mind that you won’t know that someone is deaf (unless they tell you) as there are no visible signs.

If you think this may be the case make sure you look at the person when you speak to them (in case, they lip read) and speak relatively slowly and clearly. Do not shout!

The blind or partially sighted Speak as you approach to avoid startling them. Your voice will also guide them towards you. Someone who is completely blind will have a white stick. If you want a blind person to follow you then find out if they wish to be led by you — do not, simply grab hold of them. If you approach any steps, then say whether they are up or down and how many there are.

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Our senior citizens • Assistants should always be provided.

• Never rush them; a six-foot walk from your vehicle to the gate can be terrifying experience to someone who has had a fall.

• Elderly customers can be confused about their destination, be patient, and speak gently, calmly and deliberately.

• Open an close doors for them.

• Offer assistance with their seatbelts.

• Escort them to their door if they are unsteady on their feet.

• Carry any luggage or shopping for them, no matter how light it may seem to you.

• When assisting from a vehicle, never pull an elderly person by their wrist. Place your hand in the small of their back and ease them towards you. Ensure they are steady on their feet before you leave them.

Foreign visitors Other persons with special needs include customers who do not speak English very well, if at all. In this instance you struggle to discover what he or she really wants.

• Listen carefully and speak slowly • Use simple English and avoid long sentences • Repeat carefully what you think is meant, to check that you are correct • Give them a business card on arrival at their destination • Issue a receipt (many foreign customers will require a receipt but may not be familiar with the word in English – would you know the equivalent in Spanish, French, German or Italian?

Thank your customer. (if you know the phrase in their language, use it) Spanish: muchos gracias (moo-chos grah-theeas), French: merci beaucoup (mehr-see boecoo), Italian: milo grazi (meelow grah-zee), German: danke schon (dankuh shun) The mentally Handicapped People with a mental disability may have difficulty in conveying what they want or making you understand them, as their vocabulary may be limited. Be patient. They normally know what they want but may need time to cope with the situation.

More and more mentally disabled people are travelling by taxis to Day Centres, Hospitals and Drop-In-Centres — look after them.

Account Customers & Partnerships

Company & Business Accounts Account jobs and school contracts are very important to Albatross Cars. They entail a large number of jobs which help to keep drivers busy. These types of jobs should be treated with the same care and attention as ‘cash’ jobs. However, any driver who is found to be mistreating these jobs will face strong disciplinary action. Albatross Cars charges a 10% commission on all account work to cover costs of managing such accounts including staff time and administration and in paying the Driver ourselves being paid by the Account Customer.

We hold Accounts with all the major businesss in Derby ie Bombardier, Toyota, Rolls Royce, Reckitt Benckiser, Arriva and many more. We expect all drivers to behave professionaly and park in convenient places therefore not causing obstruction to staff or the general public.

Drivers are expected to wait patiently for the passengers and not to engage in a unprofessional manner to any of the security guards at the gates. Please wait patiently - you will be paid for waiting time after the Free Time Period has been given or if the passenger does not come out you will be paid a Cancellation Fee.

Refusal of Account work

No Driver is allowed to refuse Account Work as this can cause major complications in the Call Centre and a result we

Hospitals (RDH & LRCH) As you may be aware that Albatross Cars has accounts with all the NHS Hospitals in the Derbyshire area. These accounts are very sensitive and the passengers involved with these accounts require an extra level of customer service.

For this account we will require you to go above and beyond the role of a general Taxi Driver. When on any Hospital Contract Work, you must ensure your badge is worn at all times or else any medication transport or patient runs will be refused by the hospital staff. You must park in a safe area where you are not causing any obstruction to staff or members of the public. You must take the shortest route for all journeys. Do not start you rmeter until the patient is in the vehicle or when you have picked up the medication and you are back in your vehicle. And when you are dropping off parcel/medication back to the hospital the meter must be turned off once you have reached the relevant hosptial entrance.

Escorting Patients Please ensure you escort all NHS Patients to and from your vehicle to their address or the Hospital Ward/Clinic.

Assisting Patients Please make sure you assist your Passengers to and from you vehicle. This can be by lending them your arm for support.

Parcel Delivery We transport a huge amount of parcels for the Hospitals (NHS). We must ensure that we go to the ward to collect the parcel and deliver the parcel to where it states on your PDA.

Proof Of Delivery (POD). When you drop off the parcel to the ward you must make sure you get Proof Of Delivery (POD) on all parcels. Proof Of Delivery(POD) is the name of the person who has signed for the parcel (Printed Name), time the parcel was delivered. This is extremely important as if the parcel is misplaced it clears you from any liability for the contents of the parcel as a physical audit trail is kept and logged. You will also be delivering highly sensitive medication to patients addresses. In some cases you will not get a response at the door, we recommend you know on the door louder than you would normally or ring the bell several times and wait a good amount of time as the pateint can be elderly and can take their time to get to the door. If no response received you must make contact with the Operator and they shall give you the go-ahead to return the medication back to the hospital.

Albatross Cars offers a 5% discount to and from work for all NHS staff who display a valid ID card. This discount also applies to patients living in Derby who travel to Burton Hospital 53

Clinics

We at Albatross Cars provide transport services for many patients to vaious clinics. The patients attending these clinics will require a special level of care at all times. The types of Patients you will be dealing with are either elderly patients or patients with specific illnesses (Stroke, Physically Challenged, etc) Here is a list of Clinics that our Account Customers expect you know where they are located: Royal Derby Hopsital - Renal Unit Royal Derby Hospital - Cancer Unit Royal Derby Hospital - Childrens Hospital Royal Derby Hospital - Radbourne Unit Royal Derby Hospital - Pharmacy/Aseptics Royal Derby Hospital - Kings Treatment Centre London Road Community Hopital - Main Entrance as well as Ward 1-4 If you could familiarise yourself of the locations of these clinics, along with locations of other clinics which are not mentioned on the list as you will be tested on this.

Hotels As a driver for Albatross Cars it is very important that you are aware of all the major hotels in the Derby area.

When allocated a hotel booking, an Albatross Cars Driver must report to reception to collect the passenger/s. If your passenger does not come out, do not engage in an unprofessional manner with the Receptionist/staff at the hotel.

Penta Hotel - Pride Park Holiday Inn Express Pride Park Premier Inn - Wyvern Cathedral Quarter Hotel - St Marys Gate Holiday Inn - Bus Station Premier Inn - Full Street Premier Inn- Morledge Jurys Inn - King Street Breadsall Priory Hotel - Moor Rd, Breadsall Travelodge - Pentagon Travelodge - Nottingham Road, Chaddesden Travelodge - Pride Park

Best Western The Stuart Hotel - London Road The Derby Conference Centre - London Road Hallmark Inn - Midland Rd Hallmark Hotel - Midland Rd Aston Court Hotel - Midland Rd Hallmark Mickleover Court Hotel International Hotel Littleover Lodge Hotel IBIS Hotel - Willington Jurys Inn - East Midlands Airport Days Inn - A50 Premier Inn - East Midlands Airport Radisson Blu - East Midlands Airport

If you could familiarise yourself of the locations of these Hotels, along with locations of other Hotels which are not mentioned on the list as you will be tested on this as well as Bed and Breakfast’s/Guest Houses We also have staff Accounts set up for most of the hotels in Derby. The hotel will contribute a certain amount towards the fare per journey and the rest of the payment must be given to the Driver e.g the Fare is £8.50 -- £3.00 of this will be on Account and the rest of the £5.50 will be paid via cash by the passenger. All Account contributions will be stated on the Job Description on your PDA. 54

Social Services/Schools We at Albatross Cars provide transport for many children,to and from their education providers. Those accompanied by an adult are usually less of a problem Unaccompanied children such as those on school runs may be in need of help.

Bear in mind that some children may ask you to take them to a different destination than that you have on your screen.

Always check with the Social Services Department.

There is a 10% discount to the staff members of Derby City Council with a valid ID card.

Do’s

Children must wear seat belts — it is your legal responsibility to ensure children 14 and under wear a belt. Activate your child locks.

If you get to know a child well, address him or her by name, just as you would an adult.

Remember, they could become a regular, adult customer!

If a child is misbehaving and is unaccompanied, speak firmly — there is no need to shout.

Don’ts

Let children travel without seatbelts and if possible make them sit in the rear of the car.

Take or give children your mobile phone numbers under any circumstances. Give children any rewards either sweets or money under any circumstances Take children off the route that you have been given without first checking with the

DWP & Student Finance England We hold a lot of Accounts from the DWP and Student Finance sector. These individuals are entitled to transport due to a range of disabilities therefore DWP and Student Finance pay a contribution for their transport.

The majority of these accounts, you will receive a partial payment on Account and the rest will be cash (this will be clearly stated on the Job DescriptIon on your PDA and make sure the partial cash payment is taken as there will be no other way to reclaim your cash payment back.

Rolls Royce

Albatross Cars Derby LTD are the preferred taxi company of the majority of Rolls Royce customers who use us througho the day.

There is a 10% discount to the staff members of Rolls Royce if they show a valid ID card.

Drivers are expected to know and familiarise yourself with all the Rolls Royce gates including: Gate 10 Sinfin Lane Gate 3 Victory Road Rolls Royce Raynesway HP Gate Moor Lane Lombard building Victory Road Rolls Royce Social Club Moor Lane Rolls Royce Mens Club Osmaston Road 55

University of Derby

Albatross Cars are the Official Taxi Company of the University of Derby.

This means no other taxi company can advertise at the University apart from Albatross Cars.

We have a very good relationship with the University of Derby and the majority of students use Albatross Cars as their preferred taxi provider.

We also provide a service to the students at the University of Derby called a Student Safety Scheme.

To learn more about this please go to our YouTube Channel: AlbatrossDerby

All Drivers are expected to treat all student jobs in a professional manner and be patient with the students who range from local, national and international students.

Many of them have come to Derby for the first time and we want them to have good memories of Albatross Cars when they go back home.

Drivers are also expected to know the location of all the campuses including the main campus on Kedleston Road, other entrances on Pybus Street, Markeaton Street, Agard Street.

Drivers are also expected to know and familiriase themselves with all the student accomodations in Derby as follows:

- St Christophers Court - Princess Allis Court - Nunnery Court - Peak Court - Lonsdale Hall - Brookside Halls - Riverside Apartments - Babington Court - Agard Court - Cathedral Court - Darley Bank - Flamsteed Court

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Derby County Football Club

Albatross Cars are proud to say we are Proud Partners of Derby County Football Club.

Our billboards are directly outside the Pride Park Stadium and we have banners and digital advertising inside the Pride Park Stadium.

We also do many campaigns with Derby County Football Club on our various social media platforms.

All Drivers are to familiarise yourself with both the location of Pride Park Football Stadium and the Derby County Football Academy on Morley Road and we regularly transport the football team, the managers, and thousands of Derby County Football Club supporters.

All Drivers are expected to treat both home and away supporters in a professional and courteous manner

n Pictures above is the owner of Derby County Football Club - Mel Morris and some of the professional players.

For the latest fixtures and results please bookmark this website on your browser: www.dcfc.co.uk/fixtures

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Derbyshire County Cricket Club

Albatross Cars are proud to say we are the preferred taxi company of Derbyshire County Cricket Club.

We have advertising billboards on the cricket pitch, electronic billboards around the whole stadium and do various campaigns with the Derbyshire County Cricket Club on our social media platforms.

As well as cricket matches taking place at the club, numerous events take place such as concerts from Elton John, Little Mix and the annual fireworks display.

Albatross Cars have exclusive rights to advertise during these events and work is extremely busy during these periods.

Drivers are expected to know all the different entrances at the Derbyshire County Cricket Club and also to stay up to day of future events by bookmarking the following website on your browser: www.events.derbyshireccc.com (pictured above is our mascot Albert with 2 professional cricket players)

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Driver Training Emergency First Aid The Emergency First Aid at Work Syllabus Includes: • Health and safety (first aid) regulation • Managing an incident • The priorities of first aid • Treatment of an unconscious casualty • Unconsciousness • Resuscitation • Shock • Bleeding • Common workplace injuries Qualification information: • Designed for: All employees • Course duration: 6 hours (1 day) • Assessment method: Continuous Assessment by the trainer Upon successful completion certification is valid for three years*

PATS Syllabus The PATS syllabus includes: • Role of the Passenger Assistant • The roles and responsibilities of a passenger assistant including legal, practical and safety issues • Passenger awareness and assistance • Assisting passengers with physical disabilities.

• Professional etiquette required when assisting in to / out of a wheel chair • Assisting passengers with visual or hearing diiculties • Practical assessment required • Assisting passengers who travel in wheelchairs • Informing the passenger assistant of their duties when assisting a passenger who travels in a wheelchair

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PATS

(Passenger Assistant Training Scheme) Overview The PATS course is a qualification is designed for anyone who has care or supervision of passengers travelling by road - in cars, taxis, minicabs, minibuses or large buses. A PATS qualification covers legal, practical and safety issues and is known throughout the taxi industry as a comprehensive training package.

The aim of the PATS course is to improve passenger safety by providing the skills and information for passenger assistants to understand and meet the needs of their passengers

• Safe use of passenger lifts, wheelchair tie-down and occupant restraint systems linked to user safety on vehicles • Practical assessment required • Supervising children and young people with special needs • Covers a wide range of disabilities including physical, autism, sensory restrictions, emotional and behavioural diiculties • Working with adults who need care and supervision • The final module covers adults with learning diiculties, dementia, physical disabilities, sensory restrictions and people in mental or emotional distress • Safeguarding related to both children and adults

BTEC/Road Passenger Safety Courses Overview Albatross Cars require either an NVQ or a BTEC at level 2 to work on our fleet.

NVQ Level 2 – Road Passenger Vehicle Driving (most Councils require this to obtain a badge) BTEC Level 2 – Introduction to the Role of the Professional Taxi and Private Hire Driver The two above qualifications cover near identical topics, therefore we only require our drivers to obtain either the BTEC or NVQ. The qualifications is designed to develop, support and enhance the knowledge of prospective or existing drivers who wish to begin or develop a career in transporting passengers.

BTEC Syllabus The NVQ / BTEC syllabus includes: • Health and Safety • Road Safety • Customer Service • Dealing with Emergencies • Transporting children or young persons

Qualification information: • Designed for: All drivers • Course duration: 6 weeks • Assessment method: Continuous Assessment by the trainer BTEC / NVQ (Level 2)

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Extras

Racing Tournament

Albatross Discount Vouchers

Albatross Cars regularly do marketing campaigns where we distribute vouchers to households across the Derbyshire area. This will help us retain and maintain any existing customers & increase work for the drivers. Drivers must not refuse the voucher but accept it as a replacement of the fare. The voucher must be taken off the customer and handed into the office in order to be reimbursed through your weekly rent.

Please see below of an example of the voucher.

These vouchers can vary from £1, £5 and £7 depending on the campaign Please read below for Terms and Conditions

TERMS & CONDITIONS * Only one voucher can be redeemed per fare. * Please hand the voucher to the driver to receive your discounted fare. * this voucher can not be used in conjunctino with any other offer * No change will be given when redeeming this voucher. * This voucher is not refundable or exchangeable for any form of cash or credit alternative. * It may be used as full or part payment and will not be accepted if it has been damaged, defaced or spoiled or has been tampered with or altered in anyway. * Albatross Cars reserve the right to refuse usage of this voucher

Driver Rent Payment Please note Driver Rent Payments must be made by Wednesday 4pm. Any late payments will mean your PDA is blocked.

The Driver Rent Machine located next to the customer waiting area at our office on 14a Midland Rd, Derby, DE1 2SN is available 24/7 to use.

Payment can be made via cash or card using the Driver Rent Machine.

Once payment has been made the Driver Rent Machine will automatically generate a Transaction Receipt and we advise to keep all receipts as a record for any disputes.

Any credit owed to the Drivers, payment will be made automatically into the account given by the Driver. Credit balance will not be paid in cash. All credit is paid on a Thursday/Friday 17

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Road accident collission procedures If anyone is injured call emergency services and if there is any dispute call the police.

Albatross Cars have an in-house Accident Claims Department that deal with all motor accidents.

Replacement vehicles will be made available immediately and we shall also give an incentive for the Driver of cash and free weekly rent.

If you are ever involved in an accident please ring the Operations Department who will be able to assist you or you can report the incident to the Dispatcher in our Call Centre and someone from our Accident Claims Department shall be in touch with you.

Please note if you have an accident and offered a replacement vehicle by your insurance company or any other Claim Handler this will need to be authorised by Albatross Cars.

We advise you take the following information when involved in an accident as this information is vital when reporting to the Third Party.

1. Incident Information 2. Date & Time of Incident 3. Location of Incident 4. Third Party Details 5. Colour, Make, Model & Reg No. 6. Name of the Driver 7. Contact Number 8. Address 9. Number of Passengers in Vehicle 10. Insurance Company Details 11. Damage to the TP’s Vehicle 12. Our Driver Details 13. Colour, Make, Model & Reg No.

16. Damage to Vehicle 17. Number of Passengers in Vehicle 18. Pictures Taken 19. Witnesses Details 20. Name 21. Contact Number 22. Address 23.Incident Map & Details:

Office toilet facilities At no time is any driver allowed to park their car in the Albatross Cars car park or use the facilities of Albatross Cars. Office toilets are only for staff that work in the office.

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The Albatross Team Due to our expansion over the recent years we have now introduced departments within our organisation which will help the drivers to get any queries dealt with accordingly and efficiently.

Please see below all departments a long with their roles and responsibilties within the company and contact information.

Please refer to the relevant department regarding any issues you may have.

CALL CENTRE (DRIVER LINE) Tel: (01332) 345 348 Email: customerservices@albatrosscars.com Our call centre consists of Operators, Dispatchers and Supervisors Roles: * Day-to-day bookings * Assisting cash and account customers with their bookings * Dealing with quotations * Dispatching bookings to the Drivers * Dealing with Driver queries regarding bookings or any other issues. * Customer enquiries * Lost property enquiries

ACCOUNTS Tel: (01332) 345 343 Email: accounts@albatrosscars.com Roles: * Issuing Driver weekly credit sheets & emailing out to all drivers. * Calculating part-time and full-time drivers * Pricing account dockets * Processing card dockets * Paying out any credit owed to the Drivers. * Dealing with Driver account or payment queries * Invoicing account customers

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OPERATIONS Email: operations@albatrosscars.com Roles: * Driver training * Dealing with customer and driver complaints * If you have a complaint about phone staff or controllers, you must contact the relevant manager for an appointment to discuss the matter – do not contact the call centre staff about this. * Driver recruitment * Driver feedback * General driver queries * Driver system support ADMIN Tel: (01332) 345 343 Email: admin@albatrosscars.com Roles: * Dealing with day-to-day emails * Company filing and driver audit * Driver document management * Central focus point liasing with all departments * Dealing with Licensing queries * Managing and booking special request bookings * Processing receipts and refunds * Dealing with Schools & Social Services contacts * Tendering potentinal contacts * If you need assistance with any admin work, Albatross Cars will be pleased to assist you with this at a charge of £5 per letter HR Email: hr@albatrosscars.com Roles: * Staff training * Staff recruitment * Staff appraisals * Payroll & Holidays * Timetable management of call centre

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I.T Email: support@albatrosscars.com

Roles: * Internal hardware issues * Software development * Phone System management * Research & Development * Broadband managmenet * Dispatch System management * Website & Driver Portal management

SALES & MARKETING Email: marketing@albatrosscars.com Roles: * Social media management * Business to business promotions * Event/Sponsors planning and execution * Door-to-door distribution * Outdoor advertising * Traditional marketing (Newspaper, Radio etc) * Email marketing campaigns & Driver notifications * SMS Marketing campaigns * Guerilla Marketing

DRIVER LIAISON OFFICERS Roles: * Monitoring the standards of the vehicles on the fleet * Helping drivers to maintain the highest standards of their vehicles and customer service skills * Ensure we create a positive image for our customers and promote the Albatross Cars brand throughout Derbyshire * Regular communication with all drivers on the fleet to discuss any issues and make corrections & improvements * Enforcing the Rules & Regulations set out by Albatross Cars.

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W W W. A L B AT R O S S C A R S . C O M

WWW.ALBATROSSCARS.COM