Ethical behaviour towards passengers with special needs

As you are aware a taxi driver must always behave ethically (do the right thing) and avoid any form of:

• sexual harassment
• physical or mental abuse
• intimidation

This applies to all passengers as we reviewed in the Quality Customer Service Module. It particularly applies to certain people with special needs who may, because of physical or intellectual disability, be in a more vulnerable position. They may be less able to assert their rights and stand up for themselves. They may have communication difficulties.

Under no circumstances must you behave unethically towards any passenger. If you do you risk not only your job but also possible imprisonment.

Offensive, Intimidatory, Discriminatory or Racially Prejudiced Behaviour of Taxi Drivers

In Module 3: Key Rules and Regulations, we looked at offensive driver behaviour from a regulatory viewpoint. Now we are going to examine this from a Customer Service viewpoint towards people with special needs.

As a professional taxi driver you must, at all times, give the highest level of customer service. This applies to all customers.

You must not discriminate against passengers or harass them for any reason, whether this is:

• Physical disability
• Intellectual disability
• Psychiatric disability
• Gender
• Sexual preference: gay, lesbian or heterosexual
• Physical appearance
• Dress
• Religious views
• Race
• Any other distinguishing features

It is against the Law to discriminate or harass people and is also obviously extremely poor customer service. It is bad for you as a taxi driver and also bad for our whole Taxi Industry.

All passengers must be given customer service that avoids any offensive behaviour or remarks. It is important that all passengers feel safe and comfortable when taking a taxi. They have a right to a professional standard of behaviour from their taxi driver.

When driving any passenger always apply the following code of behaviour

• Do not make any remarks about any passenger or other person's disability, preferences, views or race. Your passenger may be offended by remarks about others.
• Do not comment on people's appearance or behaviour
• Do not ask personal questions of your passengers, respect their privacy
• Do not make jokes or "funny" remarks that ridicule people's behaviour, appearance or preferences
• Avoid any aggressive behaviour or language
• Take a professional approach with all passengers
• Treat all passengers with equal respect

Remember you are doing a professional job and you must behave at all times like a professional.

Sexual Harassment

Sexual harassment is sexual conduct that is uninvited and unwelcome.

Obviously a cab driver should not sexually harass passengers or put up with sexual harassment from them. As a professional driver it is completely unacceptable to behave in this way towards a passenger.

Sexual harassment can take several forms including:

• telling smutty jokes
• leering and staring
• making suggestive remarks
• displaying offensive pictures and publications in the cab
• interrogating someone about their sexual activities or private life
• touching someone unnecessarily

Be aware that a remark you may not think is suggestive may be suggestive to others

Sexual harassment can be threatening and intimidating to the victim. As a Taxi Driver you must avoid any form of sexual harassment. You can lose your Taxi Authority and even be charged by the Police for serious offences.