Section 5: Driver behaviour

Numbers to remember

The section in short

Section 5 sets out how TfL expects you to treat passengers and other road users. It covers complaints, respect, physical contact and sexual conduct. Breaking these rules can cost you your licence, and the SERU tests them closely.

How complaints are handled

TfL expects a professional, safe service on every trip. Operators must keep a record of all complaints made to them. They must pass any that may involve a crime to the police. Passengers can also go straight to the police or TfL. They may contact TfL if they are unhappy with how the operator dealt with their complaint. (Page 23)

When TfL investigates you

If TfL looks into a complaint about you, it sends you the details and asks for your side. After you reply and TfL makes any other checks, it tells you the outcome. Always answer, because TfL decides only on what it knows. TfL may suspend or revoke your licence after a serious complaint or several complaints. A pattern of poor behaviour that does not improve can lead to the same. (Page 23)

Respect and privacy

Passengers should feel safe and at ease with you. Use their contact details only for the booked trip. Messaging them for personal or social reasons misuses their data and is not allowed. Never joke or comment about someone's race, age, disability, religion, gender identity or sexual orientation. TfL or the police will act against drivers who behave badly. (Page 23)

Staying out of the back seat

Do not get into the back while passengers are on board, except in an emergency. It can make them uneasy and may be misread. If a passenger is seriously ill, call 999 straight away. Do not examine them or give first aid yourself. The exceptions are if you are trained, or if the emergency services or a medical professional guide you. (Page 24)

Helping a passenger in or out

A passenger who is ill or disabled may ask for help getting in or out. First check exactly what help they want, such as holding your arm. Then keep contact to the minimum needed for that help. Avoid any other touching, as it can lead to misunderstandings or complaints. Touching someone without their consent could be a sexual assault. (Page 24)

Sexual behaviour is never allowed

Any sexual behaviour with a passenger is forbidden. This is true even when you both agree, or the passenger suggests it. Do not stare at their body or comment on their looks or clothes. Avoid sexual talk, jokes or questions about their sex life. Never suggest sex, or offer or accept it instead of a fare. Do not watch, show or share sexual images. Drivers who act this way lose their licence. (Page 24)

Think about how you come across

Passengers expect to be treated properly. Think about how your words and actions might feel to them. Avoid anything that could be read as sexual, however good your intentions. Something you see as harmless may not feel harmless to the passenger. TfL and the police fully investigate every complaint and report of this kind. (Page 25)

Easy to mix up

• Sexual activity with a passenger is never allowed, even when the passenger agrees or suggests it.
• You may enter the back seat only in an emergency, and give first aid only if trained or guided by the emergency services or a medical professional.
• Using a passenger's phone number for anything other than the booked trip is a misuse of their data.

Key terms

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Read it from TfL

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