Making private hire services more accessible to disabled people

A good practice guide for Private Hire Vehicle operators and drivers

Overview

Booking a PHV
Responsibilities of Booking Staff
Other means of booking a PHV

Identifying the vehicle and driver
Identifying the vehicle
Identifying the driver

Driver training issues
Items that should be covered
The safe carriage of wheelchair users in vehicles

Setting up a training scheme
When setting up a training scheme
At the end of training
Examples of training schemes

The personal security of passengers
Checking the integrity of drivers
Making the passenger feel safe

Taxi and PHV quality partnership

Affordability issues
Setting up voucher schemes

Bibliography

Some useful contacts

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Overview

This booklet provides guidance on making private hire services (sometimes referred to as minicab services but which will be referred to throughout this document as PHV services; in Scotland they are referred to as private hire cars) easier to use for disabled people. The focus is on customer care and customer service, rather than the type of vehicles used and their physical characteristics. Among the issues covered are training of drivers and booking staff, the personal security of passengers and the setting up of voucher schemes to make PHVs more affordable. Guidance presented here is based on best practice. There are also examples of some novel products and devices which should make services available and convenient for more people.

Whilst the prime objective of this publication is to improve mobility opportunities for disabled people, it should be pointed out that better understanding of customers' needs will save time, reduce the likelihood of accidents occurring, increase patronage of the private hire sector and generally make the job of staff within the industry more rewarding as a result of providing a better service.

The booklet has been commissioned by the Disabled Persons Transport Advisory Committee (DPTAC), in collaboration with the Disability Rights Commission (DRC). In analysing the guidance, DPTAC has consulted representatives of the PHV industry and organisations representing the interests of disabled people. This publication is aimed at both operators, who provide a service to the public, and Licensing Authorities, who can improve the accessibility of PHVs by encouraging best practice.

Accessibility is a term that is interpreted differently by different audiences. By accessibility for disabled people we are seeking inclusive transport systems and built environments which are easy to reach, use and understand in safety and comfort.

Published: 03 December 2003

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