Protecting yourself, warning signs, drunk passengers, calming conflict, reporting attacks and CCTV.
The section in short
Section 4 is about keeping you and your passengers safe. It explains how to prevent trouble, calm a tense situation and what to do after an incident. SERU questions here often ask which action is the safest choice.
You do not have to accept abuse
Nobody should treat you with anger or violence at work. If a passenger turns angry, you can tell them you will not accept it. If that fails and it is safe, ask them to get out. Abuse because of your race, disability, faith, gender identity or sexual orientation is a hate crime. Report it to the police. Call 101, or call 999 if it is an emergency. (Page 18)
Steps that prevent trouble
Talk to your operator about how they can keep you safe from aggressive passengers. Make sure you have the passenger's name, pickup and destination, and check them before the passenger gets in. Agree the route, likely time and fare at the start. Tell your operator about any change so they can give the new fare. Think about carrying a lone worker device. Report any aggressive passenger to your operator at once. (Page 18)
Warning signs
Watch for signs that anger is building. These include finger tapping, folded arms, clenched fists, hard staring and a louder voice. An angry face, a change in tone or a sudden change in behaviour are warnings too. Trust your instincts and act early. The sooner you spot trouble, the more ways you have to avoid it. (Page 19)
Drink and drugs
Drink or drugs can make people confused and hard to predict. If you are worried at pickup, call your operator. You may refuse someone who cannot clearly confirm the address or cannot walk. If possible, have a friend ride with them or confirm the address by phone. If a passenger is unconscious or badly hurt and alone, call 999 and stay until help comes. (Page 19)
Calming a tense situation
Speak calmly and keep your voice low. Listen without interrupting, respond to their worries and ask questions. Explain rather than argue. Plan a polite way out, such as saying someone at the destination may be able to help. You can also explain that you will stop the car and may call the police if the aggression continues. (Page 20)
When calming does not work
Get away from the person. If needed, stop somewhere safe, switch off, take the keys and get out. If they follow you out, you may be able to get back in, lock the doors and drive off safely. A lone worker device can call for help. Afterwards, talk to someone you trust, look for support and report what happened. (Page 20)
Recording an attack
Learn your operator's reporting process before anything happens. After an incident, tell your operator and call the police or an ambulance if needed. Record near misses as well. Note when and where it happened, who the attacker was and whether they were a passenger. Add what happened, the likely cause, any witnesses, the type of incident, injuries and the action you took. (Page 21)
CCTV
A camera can reduce threats and may lower insurance costs, because footage helps settle disputes. You can buy or rent one. If the car has CCTV, it must display the TfL CCTV sign. The owner chooses where it goes, but it must not block the driver's view. Passengers should see it easily as they get in and during the trip. (Page 21)