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‘Provision of Excellence in Passenger Care’

(Customer Care)

v1 May 2018

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ABOUT US

Black & White Cabs is a leading transport service provider in the greater Brisbane area. We have a strong and hardworking team that aim to meet and exceed the needs of our customers on every taxi fare. We are proud to have been providing personal transport services to the community for over 100 years. In the pursuit of continual improvement Black & White Cabs has developed this course to provide drivers and staff with the tools to ensure Black & White Cabs remains the leader in the marketplace. Black & White Cabs continually strives to achieve the highest level of care and service for all customers.

COURSE OVERVIEW

The objective of this course is to provide drivers with knowledge and skills to deliver excellence in transport services and customer care. Knowledge and skills included but not limited to:

• Provision of exceptional Customer Service skills

• Driving practices

• Compliance of Black & White Cabs practices and procedures.

DRIVER PRESENTATION STANDARDS

Looking professional is the first step towards acting professional. First impressions are invaluable, so both your uniform and personal grooming are vital aspects of becoming a professional taxi driver and representing Black & White Cabs. Wearing the Black & White uniform is not an option; it is a mandatory requirement. In addition, drivers are expected to be well presented and tidy. Simply wearing the uniform is not an indication that you have met the standards that Black & White Cabs or our customers expect. Under no circumstances is any uniform item to display any advertising or logos aside from those approved by Black & White Cabs.

GROOMING AND APPEARANCE - ALL DRIVERS:

Uniform: Must be washed and ironed and shirts or blouses should be tucked in at all times. An untucked or unironed shirt is unacceptable and considered to be out of uniform. Hygiene: Face and hands and fingernails to be clean, deodorant or similar to be used. Hair must be neat, clean and tidy. General: All aspects of a driver’s appearance, including items of jewellery, tattoos, hair colour and style etc. are to be of an appropriate and acceptable standard for dealing with the public. Mobile Phone Ear Pieces: Drivers are not to wear ear pieces or other equipment for mobile phones or similar at any time. You should utilise Bluetooth or other technology and run phones through the radio in the taxi. Once engaged, all mobile phone calls are to be terminated and if a call comes in during a paid fare, the call is not to be accepted.

MALE DRIVERS - TAXI & MAXI

Headwear: (Optional)

• Black & White Cabs uniform cap;

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• Religious headwear or;

• Hat approved by Black & White Cabs

Tie:

• Uniform tie as sold by Black & White Cabs.

• The tie is optional when wearing a uniform shirt or white business shirt with epaulettes and uniform slides.

• The tie is compulsory when wearing a plain white business shirt.

Socks:

• Black socks with trousers or White long socks are to be worn with shorts.

Shoes: NB: Thongs, sandals and bare feet are not acceptable.

• Fully enclosed dress black shoe or boot; or

• Fully enclosed black or white sports shoe.

Shirt:

• Uniform shirt as sold by Black & White Cabs; or

• A long or short-sleeved white business shirt with epaulettes, worn with Black & White Cabs uniform slides; or

• A long or short-sleeved white business shirt worn with a Black & White Cabs uniform tie.

Shorts/Trousers: NOTE - (Denim material is not acceptable)

• Black shorts of dress standard (if belt loops supplied - belt must be worn). Length to be no shorter than 10cm above the knee when seated; or

• Black trousers of dress standard (if belt loops supplied - belt must be worn).

Jumpers/Jackets/Vests:

• Uniform jumpers or jackets as sold by Black & White Cabs; or

• Black jumpers, jackets or vests without logos or advertising material.

BUSINESS CLASS

Shirt: A long-sleeved white business shirt with epaulettes, worn with the Business Class slides and Business Class tie.

Tie: (Compulsory) Business Class tie as sold by Black & White Cabs.

Trousers: Black trousers of dress standard. Belt must be worn at all times

Socks: Black socks must be worn at all times.

FEMALE DRIVERS – TAXI & MAXI

Headwear: (Optional)

• Black & White Cabs uniform cap

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• Religious headwear or

• Hat approved by Black & White Cabs Tie/Scarf:

• Uniform tie as sold by Black & White Cabs or a black and white OR black or white scarf.

• The tie or scarf is optional when wearing a uniform shirt, white blouse or white business shirt with epaulettes.

• The tie is compulsory when wearing a non-uniform white blouse or white business shirt. Stockings/Socks:

• Black or white long or short socks or

• Black or skin coloured stockings must be worn at all times. Shoes: NB: Thongs, sandals and bare feet are not acceptable.

• Fully enclosed dress black shoe or boot; or

• Fully enclosed black or white sports shoe. Jumpers/Jackets/Vests:

• Uniform jumpers or jackets as sold by Black & White Cabs; or

• Black jumpers, jackets or vests without logos or advertising material.

Shirt/Blouse:

• Uniform shirt as sold by Black & White Cabs

• A long or short-sleeved white blouse or white business shirt with epaulettes; or

• A long or short-sleeved white blouse or white business shirt worn with a Black & White Cabs uniform tie or scarf.

Shorts/Culottes/Skirts/Trousers: (Denim material is are not acceptable)

• Black shorts, culottes or skirt of dress standard (if belt loops supplied - belt must be worn). Length to be no shorter than 10cm above the knee when seated; or

• Black trousers of dress standard (if belt loops supplied - belt must be worn).

BUSINESS CLASS

Blouse: A long-sleeved white blouse with epaulettes, worn with Business Class slides and the standard of scarf. Skirt: Black skirts of dress standard (if belt loops supplied - belt must be worn). Length to be no shorter than 10cm above the knee when seated. Scarf: (Compulsory if not wearing tie) Black and/or white scarf approved by Black & White Cabs. Stockings: Skin coloured stockings must be worn at all times.

BUSINESS CLASS LOGO

The only logo to be worn is the Black & White Cabs Business Class logo. The wearing of any other logos is not permitted.

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IMPORTANT INFORMATION

If you have a medical, religious or other reason for being unable to comply with our driver presentation standard, you must seek approval from Black & White Cabs before you drive.

Obtain a medical certificate if appropriate or if it is request.

Black & White Cabs uniform shirts, slides, ties, caps and jackets are available for sale at the following locations: -

Fleet Services Black & White Cabs Headquarters 11 Dryandra Road Brisbane Airport Telephone: 3860 1800 Zevra Taxi Management 45 Rosedale Street Coopers Plains Telephone: 3255 5900

• Orders can be taken at Fleet Services for custom uniform trousers, shorts, shirts and other items of clothing.

• All items of uniform with a Black & White Cabs logo must be sold or approved by Black & White Cabs.

BREACHES OF UNIFORM AND UNIFORM STANDARDS:

Drivers reported and confirmed to be in breach of the uniform, or the uniform standard will be validated and sent a message to attend headquarters within a period of time. Penalties may include time penalties, fine or disaffiliation. If a driver disagrees with the report, they have one (1) hour to send a photo showing them being in full uniform. Drivers can send a photo by emailing: driverphotos@blackandwhitecabs.com.au ATTN: Fleet Operations. Driver movements can be tracked to see if the driver has driven somewhere to obtain a uniform. Notations of the validation and the reason will be noted on the drivers file. The Operator of the driver’s vehicle will also be sent an email advising of the situation. Repeat offences could result in increased penalties or even disaffiliation.

VEHICLE STANDARDS

It is Black & White Cabs policy that each vehicle is maintained on a daily basis and as per shift basis if required.

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Black & White Cabs fleet vehicles must:

• Be clean inside & out at all times

• Have the inside of vehicle vacuumed (including seats) prior to the commencement of every shift

• Have no visible damage to vehicle – panel, lights etc.

• Have all of the required decals intact and in good condition this includes the hail light

• The positioning of decals must be in accordance with approved Black & White Cabs schematics for taxis in each individual fleet.

• Have a fully functional alarm system – M12, M13 and camera system.

From time to time, damaged vehicles may be given a period to continue operating whilst some repairs are attended to. This permission is at the discretion of the Fleet Operations team and should be cleared via that Department prior to commencing a shift (if not previously confirmed)

DRIVERS MUST ENSURE THAT BEFORE THE COMMENCEMENT OF ANY SHIFT, THAT THE INTERIOR AND EXTERIOR OF THE VEHICLE IS COMPLIANT WITH OPERATIONAL AND CLEANLINESS STANDARDS. THE DRIVER IN THE VEHICLE AT THE TIME OF A DEFECT IS REPORTED, SIGHTED OR PULLED OVER WILL BE THE ONE LIABLE TO FACE ANY ACTION BY QPS, TMR OR THE COMPANY.

There are a number of requirements under legislation or in the company procedures that drivers are required to comply with during a shift. Again, the driver of the vehicle if found in breach will be liable for any penalties that are applied.

Drivers must ensure they have a working MTData system in the vehicle and they are logged into it. On top of this, drivers must ensure the following is in place and they have a full understanding of why each is required:

✓ Cabcharge or similar system that can process Taxi Subsidy Scheme payments is on and active.

✓ Drivers MUST be logged into a system that accepts and processes TSS payments at all times.

✓ There MUST be a Manual Credit Card swipe machine in the vehicle.

✓ The Meter must be fully integrated with the MTData system.

✓ Drivers must carry either a street directory or have access to an electronic navigator. If using an electronic navigator that requires data, drivers must ensure they have sufficient data available to complete the shift.

✓ A supply of docket book and other necessary paperwork.

✓ A copy of the Driver Handbook

✓ A hard copy or electronic copy of Annexure C of the Taxi Service Licence

✓ A hard copy or electronic copy of the relevant Taxi Service Contract area that the taxi is licenced to work in.

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CUSTOMER SERVICE

Providing exceptional customer service is a critical when you are a Taxi driver. Your customers should always see you as a helpful, friendly, attentive person who is responsive to their needs, while being confident and positive. Understanding the importance of meeting the needs of customers as well as developing strategies to exceed their expectations is paramount. Research shows that customers will form their first impression of you and the business within the first few seconds of their initial contact. Black & White Cabs believes that the customer has a right to expect the following:

• A Professional, courteous and prompt service;

• Service of a consistently high standard and quality;

• Assistance for those individuals which are reasonable to expect in relation to the particular service

Customer care is not only about driving someone from point A to point B. It is about the way you look after your customer. Things that contribute to your performance as a true professional include:

• Being well-presented and having a clean car. Your appearance with clean, ironed uniform, well-groomed as well as a vehicle that is clean, well presented and reflects your professionalism all add to this impression.

• Greeting the customer, and how you greet them. Have a smile ready and waiting. Say ‘Hello’ or “good morning/afternoon/evening” and always acknowledge any response from the client. At the commencement of the journey, try and establish the destination and agree on the most appropriate route. Confirming this with the customer will assist in ensuring no issues at the end of the fare.

• Driving safely and professionally is expected. This is done by always driving within the speed limits, driving smoothly and consistently and avoiding harsh braking and turning.

• Communicating with the customer in an appropriate manner. There is a fine line between a friendly look and an unwelcome stare, especially with female passengers. It is vital that drivers know the difference.

• Be aware that customers can be influenced by past experiences with other taxi drivers and companies. They will remember past experiences and usually judge you in the first instance on those previous impressions. Driver who provide an exceptional ride for the customer and instill confidence in our service make it easier for the next driver. Conversely poor drivers leave impressions that make life harder for the next driver.

Remember, first impressions play a major role in how a taxi driver relates to his/her customers. These first impressions customers have of you will affect the rest of the journey.

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COMMUNICATION

When dispatched to do a booking, you should be given all particulars including name, pick up address, and other details. It is vital that upon accepting a job, drivers read all of the comments that are on the job. There is often particular instructions unique to that particular booking and drivers assuming they know cause a lot of problems in terms of customer complaints. Do not assume – always read the full instructions. This information gives you an advantage. If supplied, greet the client by name and confirm the details. Introduce yourself if you wish, and try to make the ride as comfortable and enjoyable for all. Confirm the destination and as highlighted earlier, try and always confirm a route that the passenger is comfortable with. Inform of tolls prior to beginning the trip and ask if this is suitable or offer another route. Advise the customers tolls add to the meter at the conclusion of the journey. Keep them informed and form trust.

Never assume.

Ask Listen Confirm

Always assess whether a passenger wishes to communicate with you during a journey. Many people want to talk with a taxi driver and a few simple questions at the commencement will ascertain if this is the case with your current passenger. With experience you will be able to immediately pick up whether your customer is in the mood to talk with you or not. After you have greeted the passenger, keep the conversation simple. Discussing the weather is safe. Politics and controversial issues are not. If prompted to talk of the “issue of the day”, try and listen to the customers customer opinion rather than press your own opinion. Remember: some customers may choose not to communicate and you need to respect this decision and be comfortable with silence. Do not conclude because they are silent that they are annoyed with you or rude. Every customer has a right to choose not to engage in conversation. Communication allows people to:

• Give and share information or knowledge.

• Give or share feelings or emotions.

• Give feedback on how well they are doing their job.

• Good communication is like a tennis match - people like to take turns.

• There is a natural desire to be a talker rather than a listener but good communicators talk and listen.

• Good communicators are more often good listeners rather than good talkers.

Good communication skills are critical to the business of being a professional and respected taxi driver. If you are not clear about the passenger’s requirements then tell them so and clarify the situation.

• Speak clearly and ensure you are understood

• Establish eye contact

• Ensure you have their attention

• Face them at the same level

Don’t proceed until you are 100% sure of where you are going and of any other requirements. It may take time for the passenger to confirm the route they would like but be patient. Good customer service brings rewards beyond the few extra seconds it takes to get it right…. Don’t use derogatory terms. There are correct and acceptable phrases to use and derogatory remarks can result in drivers finding themselves in trouble with not only the Company, but also a number of

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government enforcement bodies. It is advisable to use sensitive terms if you need to refer to the condition, such as physical disability / intellectual disability or person in a wheelchair.

VOICE

How you use your voice is very important in any conversation. If your voice is flat or dull, and has little variation in pitch or loudness, it can give a poor impression of you as a person. An interesting voice gives the message that you are an interesting person and that you are interested in what the customer has to say.

BODY LANGUAGE

Body language is important. Smiles, head nods, how we sit or stand, how we look at people when we talk to them and our general physical gestures all contribute to impressions of you as a person. Body language can tell others a lot about how we are feeling.

• A “smile” is a form of body language that has a major role in good communication.

• A smile done right says, “Welcome! Where can I take you today?”

• The nodding of your head shows that you are listening and also suggests that you understand what the other person is saying.

• There is a fine line between a friendly look and an unwelcome stare – don’t get this wrong.

MISCOMMUNICATION

Because of miscommunication, it is wise to adopt the talk, listen and check approach. To avoid miscommunication /or being misunderstood, every time you pick up a new customer follow this regime:

• Always ask the customer where they want to go.

• Listen to what they say.

• Check that you understand by repeating in your own words what they said.

• This repeats and confirms destination and route to be taken.

ASK QUESTIONS

The active listener hears, thinks and asks questions. As a driver, you should always check that you understand where and by what route the customer wants to get to their destination.

SUBJECTS TO AVOID

Drivers should attempt to never hold conversations with passengers on any of the topics that fall into the categories listed below:

• Sex

• Politics

• Religion

• Sensitive Subjects

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MEETING PEOPLE FOR THE FIRST TIME

People often look at other people and watch how they behave while making guesses about whom they are and what they might be like. This is normal, everyday human behaviour. Every day as a driver, you will be making dozens of assessments about who your customers are. Remember that the impressions we form of people are made in the first few seconds of meeting them. These first impressions are also extremely important. As taxi drivers we form our impressions about customers using all sorts of information. In particular we look for clues in our customers based on assessments from such things as:

• The way they are dressed and their general appearance

• Their attitude

• Their mannerisms and body language.

• The location of the pick-up or destination

Similarely, your customers will also form an impression about your taxi and you based on:

• How you greet them.

• How well you communicate with them, and understand where they want to go.

• Your appearance and the appearance of your taxi.

• Past experiences with other taxi drivers and companies.

• The way you drive.

• The overall quality of service they receive.

Again, first impressions play a major role in how a taxi driver relates to his/her customers, especially in deciding what they may want to talk about; if of course they want to talk at all. These first impressions customers have of a taxi driver also affect how they relate and communicate during the journey.

CUSTOMER TYPES

Passengers come from a wide range of backgrounds and all have different beliefs, values wants and desires. In this industry drivers must remember that you carry human beings with feelings, opinons and values – and the are all unique.

FEMALE PASSENGERS

Female passengers may be naturally cautious of you if you are a male taxi driver, particularly as they are travelling alone in a confined space with someone they do not know.

You can do a lot to reassure them that they are perfectly safe in your vehicle. No matter what you think may acceptable, never, ever make suggestive comments or remarks.

All customers, especially women travelling on their own, have the absolute right to enter a taxi, feel safe and be safe. This is not negotiable at any time – whether in a cab, or in the street. Never touch a female for any reason whilst in your taxi. Remember you are a professional driver, not a friend. Maintain boundaries at all times.

BUSINESS PASSENGERS

Business people will expect you to be reliable, efficient and a good service provider. They are busy people who do not want to be inconvenienced and they need to be on time to keep their appointments. They often will certainly show their gratitude if they get first class service. If the passenger is using their mobile phone, ensure you turn off the vehicle’s radio for them.

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CHILDREN

Always ensure that children are correctly secured in restraints before moving off and if not supervised by an adult, that their behaviour during the journey is controlled. It is wise to reassure children by talking to them in a language and tone they are comfortable with. It is essential that children are always picked up on time and that your behaviour towards them is beyond reproach. Never drop children off without someone taking responsibility for them. When doing School Runs ensure they are dropped off at the correct school.

PEOPLE WITH DISABILITIES

People with a disability should be given the same high standard of service as everyone else.

In accordance with the Anti-Discrimination Act 1991, Disability Discrimination Act 1992, Disability Services Act 1992 and Equal Opportunity Act 1984, plus general common sense, passengers with disabilities must receive exactly the same service as any passenger. This includes response times, the carriage of seeing-eye dogs, assistance dogs and customers with wheelchair access.

People with disability are more reliant on taxis than many in the community and therefore the potential earnings for drivers can be a direct benefit for providing exceptional service to the disabled community.

Types of disability are wide and varied and can include:

• Physical impairment

• Intellectual impairment

• Psychiatric impairment

• Sensory impairment

• Neurological impairment

• Learning impairment

• Physical disfigurement

• The presence in the body of disease causing organisms (cancer)

• Those discriminated against may include:

• A person who has a legally defined disability

Legislation support includes people who may be an associate of a person who has a disability and this can include a spouse, a relative, a carer or a person in a business sporting or recreational relationship with a person with a disability.

The Disability Discrimination Act 1992 (DDA) and the Disability Services Act 1986 (DSA) provide the legislative environment in which services to people with disabilities are delivered. Providers of all goods and services should be familiar with these provisions.

ASSISTING PEOPLE WITH DISABILITIES

Some of the most difficult barriers people with disabilities face are the negative attitudes and perceptions of other people. Sometimes those attitudes are just unconscious misconceptions that result in impolite or thoughtless acts by otherwise well-meaning people. Don’t assume people with disabilities need your help.

Make eye contact and speak directly to the person, not through their companion. Avoid actions and words that suggest the person should be treated differently. It is acceptable to invite a person in a wheelchair to “go for a walk” or to ask a blind person if she “sees what you mean.” Treat people with disabilities with the same respect and consideration that you have for everyone else.

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WHAT IS AN IMPAIRMENT?

This denotes any loss or abnormality of bodily function, whether physiological, psychological or anatomical. This can include brain lesions, loss of a limb or damage to or malfunction of organs. When speaking of impairment, the accent is on the medical problem.

WHAT IS A DISABILITY?

Generally, a disability is a restriction or lack of ability to perform an activity in a normal manner, resulting from impairment. The emphasis is on the practical problems faced in the performance of activities.

WHAT IS A HANDICAP?

Handicaps are the social, behavioural and psychological consequences of disabilities. They are the disadvantages facing the individual resulting from an impairment or disability, which limits or prevents them from fulfilling a normal social role of someone of their age, sex and culture.

ASSISTANCE

If it appears obvious to you that the passenger requires assistance, don’t presume that they do or that you know exactly what assistance they require. Ask if they require assistance and how you can be of assistance.

Never hold or touch the passenger without their permission and only assist in the way they ask you.

Ask if they need any assistance or help and if so what help do they need. The passenger lives with their disability 24 hours a day and is more than likely to be aware of what they can or cannot do than you.

If you offer assistance and it is declined, then do not pursue the matter. No is No.

These fares can take more time prior to travel and upon completion for a variety of reasons. Be patient.

If you have to lean across the passenger to assist, it is essential that you advise prior to commencing the act and you tell them that what you will have to do and why. If you need to touch them to render assistance always obtain their permission in advance.

Ask about the temperature of the car once the customer is safely in the vehicle before commencing the journey. Be aware that some people can be hypersensitive to temperature.

DISABILITY AIDS

Disability Aids can include walking sticks, frames or crutches. Treat these items carefully and be sure to secure them correctly.

If driving a Wheelchair accessible taxi, you can assist an elderley customer into the vehicle via the hoist if they are comfortable with you doing this. Make sure you assist the passenger, ensuring they hold the handrail. Ensure , you put any walking assistance aids in the vheicle, seperately before loading the customer on the hoist.

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MOBILITY DEVICES

Queensland Transport’s policy on the carriage of scooters and mobility aids in wheelchair accessible taxis states that it is unsafe for a person to travel in a taxi while seated on a mobility scooter.

Allowing the customer to travel on the scooter in the vehicle, puts the scooter user, the driver and any other passengers in the taxi may be at risk should an accident occur. Policy is that a passenger must transfer from the scooter to a fixed seat in the vehicle. If they cannot do this, or are not prepared to transfer, you may refuse the job, but always contact the office and discuss this prior to leaving the job pick up location.

If a mobility scooter has the appropriate anchorage points, it must be secured into the Taxi. Irrespective of this, the user must transfer from the scooter to a vehicle seat.

Neither 3-wheeled nor 4-wheeled scooter type mobility devices (as pictured) are recognised as wheelchairs in the Transport Regulations. Passengers are not allowed by legislation to ride on a scooter or scooter type mobility aid while the taxi is moving.

INTOXICATED PASSENGERS

Not all intoxicated customers are problem fares. There is no guarantee, they will give you a hard time, be abusive, assault you, rob you or evade the fare. If they are too drunk (for example, can’t stand up or get in the taxi on their own), simply do not pick them up especially if they are travelling alone. However, ensure you speak with the office prior to leaving the location.

Heavily intoxicated persons are prone to falling asleep and upon arrival at the destination you have the unpleasant task of trying to wake them up without physically handling them. To avoid problems, you need to be very clear at the start of the trip and establish the exact destination and if necessary ask for the fare up front. This is permissable within the legislation.

DEALING WITH CONFLICT

There are some basic ways listed below when dealing with someone who wants to be argumentative or even worse; fight.

• Always speak calmly to them.

• Stay calm, even if it’s necessary to agree with them, use the rules of being a good listener.

• Try to get them explain what has gone wrong to make them so upset & angry. Use the skill of showing empathy. Empathy is to understand what the customer sees and feels by putting yourself in his or her shoes.

• Ask yourself, who is this person, and where is he or she coming from?

The fact is the customer is only in the taxi for a short period of time. Your best option might be to ignore the person who is argumentative or aggressive. Always give them time to cool down, and don’t under any circumstances say or do anything to antagonise them. If this does not help, work with them, by listening, saying that you know how they feel and at all times, above all else, always stay calm and agreeable.

UNDESIRABLE CUSTOMERS

Drivers can refuse a fare without being discriminatory in some circumstances.

• Drivers who believe, on reasonable grounds, that any passenger who is in or about to enter their taxi & is likely to cause a nuisance or annoyance or danger to the driver or other persons may direct the passenger to exit or not to enter the taxi.

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• Drivers who believe a customer may soil the taxi can be refused entry or asked to exit the taxi.

• Drivers who believe a customer will not pay the taxi fare can be refused entry or asked to exit.

A driver must not give this direction if such an action is likely to endanger the safety of the passenger.

It is a company requirement that any such incident is immediately reported to the Customer Service Centre via the Query channel.

Trust your instincts

BE POSITIVE

Do not initiate a conversation, which may take a completely negative view of an issue.

For example - when you pick up a customer from the airport who has just flown in from interstate or overseas, the customer does not want to hear that Brisbane is the worse place to come to or how bad your day has been.

**If you cannot be positive, it is simply best not to say anything at all**

CUSTOMER CONFIDENTIALITY

It is possible that during a conversation with a passenger, you will overhear matters that obviously should not be repeated outside your vehicle. Respect their confidentiality and avoid getting into a discussion or debate with passengers if the subject relates to politics, religion and sex.

In general, what you hear inside the taxi should stay inside the taxi.

ANTI-DISCRIMINATION & SEXUAL HARRASSMENT

The Queensland Anti-Discrimination Act 1991, states a taxi driver who supplies a taxi service must not discriminate against another person:

• By failing to supply the taxi service.

• By treating the person unfavourably in any way in connection with the supply of the taxi services.

Discrimination involves unfavourable treatment due to:

• Sex

• Relationship status

• Pregnancy or breastfeeding

• Parental status or family responsibilities

• Age

• Race

• Impairment

• Gender identity

• Political belief or activity

• Trade union activity

• Religious belief or religious activity

Unfavourable treatment covers refusing a fare, treatment of a fare or could be as simple as refusing a fare because the driver did not want to accept a payment by credit card, insisting on cash.

Most importantly, drivers must be aware that the use of slang and descriptive Australian colloquialisms can also be regarded as discriminatory.

Such terms include terms of endearment (such as ‘darling’, ‘sweetie’, or ‘love’), or phrases uses to describe immigrant groups and or terms for Australian Aborigines/Islanders (correct term is ATSIs).

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WHAT IS SEXUAL HARASSMENT?

Sexual harassment is far more than aggressive acts such as physical assault or a demand for sex. In most cases harassment that is reported is more subtle. Drivers must not at any time:

• Use suggestive language.

• Tease or make taunts of a sexual nature, lewd comments, smutty jokes, or ask questions about the customers private life.

• Make physical contact or sexual advances.

• Use offensive language.

• Brag about sexual prowess or make comments with sexual overtones, including comments that you may feel are “compliments”.

• Requests for dates. Customers want transport, not a date!

• Touching, brushing against someone

• Asking for sex

Remember, it is not necessary to prove psychological harm - a victim only must prove that the harassment was unwelcome from their perspective, not yours! Put yourself or a loved one in this position. What would be your reaction if a driver acted in this way towards you or your loved one? All customers have the absolute right to enter a taxi, feel safe and be safe. This is simply not negotiable. Our industry relies on trust and any breach costs everyone. While there will always be the chance of mutual attraction between a driver & a customer, don’t mix your social life with your professional life. The cab is a workplace, not a pick-up joint.

PREJUDICE AND DISCRIMINATION

Prejudice is an attitude towards another person or group of people. The basis of prejudice is a generalisation, often based on hearsay about a group of people.

Discrimination is the behaviour towards another person or group.

Many people who hold prejudiced attitudes never engage in discrimination because they are not given the opportunity or because they realise it is bad for business. Others, however are prejudiced, and find themselves in situations where they act in an unfair manner towards another person.

Taxi drivers need to accept this inherent cultural diversity and the need to learn to enjoy the diversity of their customers. All customers irrespective of background must be treated equally.

CULTURE - TOURISTS

When you pick up a customer who is a visitor or new to Australia, they are probably very excited but also possibly confused. Many new arrivals experience culture shock. A friendly face and welcome smile can make a big difference in the day of a confused tourist.

Be patient, show empathy - think about how difficult you have found it when you have been lost or in a strange place.

Speak clearly, slowly and use your face and hand gestures to communicate.

Remember that the impressions a tourist has of Black & White Cabs and Brisbane are often based on how well they are first greeted and looked after. Taxi Drivers are often the first people they meet. Your behaviour and your level of service will influence the impression they will form of both our State and

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Australia. The tourist dollar is as important for taxi drivers as it is to the economic well-being of the community in general.

HINTS FOR DEALING WITH PEOPLE FROM DIFFERENT BACKGROUNDS

• Expect to be uncertain in dealing with a customer from a different culture.

• Treat with respect - do not make them feel small or unusual because they are different.

• If they seem confused, show empathy, this means to “put yourself in their shoes”.

• When you talk to others, look them in the eye to show respect.

• Use a big smile - it helps customers to relax.

• When you speak to people who are non-English speakers, be brief and to the point.

• When you refuse a request, explain why you may not be able to follow through on their request. e.g. Company policy.

• When the language barrier is difficult, get the passenger to write down the address.

• Never use language that could be judged to be offensive or prejudiced.

• Learn to enjoy difference and people who are different.

**Always tell the customer what you can do, rather than what you can’t do**

GUIDE DOGS, HEARING AND ASSISTANCE ANIMALS

The Queensland Guide, Hearing and Assistance Dogs Act 2009 came into effect on 1 July 2009.

The legislation ensures that every person who relies on a guide, hearing or assistance dog has the same access rights as others to public places and public passenger vehicles. This includes cafes, restaurants, pubs, clubs, sports venues, taxis and buses.

A guide dog, hearing dog or assistance dog is specially trained to perform specific physical tasks and behaviours to assist a person with a disability and reduce their need for support.

CERTIFICATION

To legally accompany passengers on public transport, a guide, hearing or assistance dog must be certified, and have passed the public access test (PAT).

Once certified, the owner must display the 'guide hearing and assistance dogs' badge (shown on the right) on the dog's coat or harness.

As well as the state Guide, Hearing and Assistance Dog legislation it is also covered under The Disability Discrimination Act 1992 (Commonwealth). It also confirms the rights of people with a disability accompanied by guide, hearing or assistance dogs.

If a passenger tells you that the dog is an assistance dog but has no identification as outlined under the state act, you need to tread very carefully if you are going to refuse carriage of the animal. Even if a dog does not display the approved badge, they may still have access rights under the DDA 1992.

A guide, hearing or assistance dog is not a pet or a ‘companion’ dog. Most people are familiar with the guide dogs used by people with vision impairment however, there are many other dogs that assist people with a disability in their day-to-day activities, including dogs that:

• Alert people with a hearing impairment to a sound.

• Pull wheelchairs or carry and pick up items for people with mobility impairments.

• Help people with mobility impairments to balance.

Dogs certified under the Act must also undergo regular skill updating and testing to ensure they remain effective and safe. When you meet a person with a guide, hearing or assistance dog, it’s important to

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remember that the dog is working. Keep in mind that even though it may appear that the dog is not performing a task at that moment.

PENALTIES

Significant penalties do apply to individuals and corporations for breaches of the Act. Under the Act, a person with a disability who relies on a certified guide, hearing or assistance dog must have the same access rights as other members of the public. Further, they must not be segregated from other patrons or separated from their dog.

Individuals in control of a public place or public transport vehicle can be fined up to $10,000 and privately owned businesses including restaurants, hotels, shops, taxis, theatres and sports facilities can be fined up to $50,000. For more information about how these new laws affect people in charge of public places and public passenger vehicles, call 1800 210 976 or go to www.disability.qld.gov.au.

TRANSPORTING PASSENGERS DOOR - THROUGH - DOOR SERVICE

Some of our customers, whether Account or per request, may need more personalised assistance due to immobility or disability needs. We call this service “Door- through-Door” as opposed to our normal “Door-to-Door” service. Door-through-door service will offer a high level of service for travelers who may have significant mobility limitations. It also means that we provide real assistance to people who act as caregivers for seniors, people with disabilities, and others in need of highly personalised transportation services. These services are extremely important to the quality of life of the passengers, and their caregivers. The mobility provided through door-through-door transportation is a key component of independent living. People living in the community but have serious mobility limitations need door-through-door services to fulfil their basic mobility needs. Some examples of where passengers may require help include (but are not limited to):

• In or Out of the door at a passenger’s home

• Into the vehicle and out again, and

• Through the door at the destination.

While “opening doors” is certainly a key feature of door-through-door Transportation, it is the personal, hands-on support for passengers that distinguishes this service from other transportation programs. The door-through-door transport includes several possible steps or levels of assistance .

1. Gentle support: Opening doors and providing verbal Guidance

2. Physical support: Providing physical support for the passenger to assist with balance, assist in climbing steps, or performing similar functions. This support may include delivering the passenger to an attendant at the destination who then takes over the task of personal support and assistance.

3. Activity support: The driver stays with the passenger and helps with the activity at the destination.

For example, the driver may assist the passenger inside a grocery store or chemist, or serve as an advocate for the rider’s travel needs.

4. Personal support: The driver may help the passenger by putting groceries in the passenger’s home.

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What level of assistance? What kinds of assistance will passengers expect from your services? When provided specific instructions from doctors or other medical personnel, you will be required to assist the passenger as per those instructions. Drivers will assist in transferring passengers from their residences to vehicles, - whether by way of assisted walking or with aids such as canes, walkers or wheelchairs. They also are required to provide assistance into and out of the vehicle and assist in escorting the passenger to their destination, where an authorised responsible person will then take responsibility. Naturally, drivers will assist with luggage, groceries or any other personal items. Into the home? and into destinations? A big question for many door-through-door services is: “Will the drivers go into the homes of the passengers to help them in or out of the doors of their homes”; or “will the drivers or escorts go into destinations (such as doctors’ offices and grocery stores), or are the riders left at the doorway? Simple answer is: YES Drivers will provide the assistance required to ensure the passenger is safe, and assisted from within their home if required, and to the vehicle ensuring they are placed in the most appropriate position for their comfort and safety. Drivers will assist the passenger to the destination and escort them to a person who is then responsible for the passengers care or welfare. The requirements of Door – Through – Door transport are high and can be demanding. It is essential that you utilise your training in assistance of passengers professionally and with total assurance of passenger comfort and safety.

Transfer a patient to a car

Transfer to a car from a wheelchair.

Assist the person, up from the chair, and

setting them down on the seat of the car.

Place one arm behind their back and one

arm under their legs to pivot them into

the car. Help them buckle in.

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Ensure:

• Wheelchair is close to car

• Open car door wide

• Put wheelchair brakes on

• Fold away or remove

footplates

• Ensure adequate room to

manoeuvre

• Slide back car seat if needed.

When lowering the person into the vehicle, ensure you give support with your arms. Protect their head

from contact with the door sill.

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You may have to assist in placing the legs and feet into the car ensuring the person turns (pivots) as you do

this action.

Do not use any force that may cause the person pain or

injury.

When assisting the person from the vehicle, you may have

to assist in getting their feet and legs out of the vehicle and

onto the ground. Again, do not force but assist the person

as they turn.

Have the wheelchair in position close to the car but

allowing enough room to move. Ensure wheelchair brakes

are on. When lowering the person into the wheelchair,

support them with both of your arms and have them hold

onto the handles on the wheelchair for stability.

Ensure they are seated in an upright stable position and are

comfortable. You can now take the person to their

destination.

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Assisting up/down stairs

Assisting up the stairs:

• Stand behind the person to assist

• Encourage the person to step up with the stronger leg first

• Encourage the person to hold onto the handrail if available

to increase stability

• Encourage the person to do one step at a time

Assisting down the stairs:

• Stand in front or to the side of the person

• Encourage the person to hold onto the handrail if

available to increase stability

• Avoid descending the stairs at the same time as the

person, you should be one step ahead of them.

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How to Safely Transfer a Patient from a Bed In certain circumstances, you may assist in transferring a person from a bed to a wheelchair.

Tell the patient you are transferring them. Explain the steps you are going to take to transfer them to a chair or a stretcher. Be clear about each step and how you are going to move them or support them. This will prepare them for the move so they are not caught off guard.

• You may say, “I am going to transfer you to

this chair, supporting you with my arms,”

Identify the patient’s dominant side. Hold the patient’s hands, placing 1 hand in each of their hands. Ask the patient to squeeze your hands as hard as they can. Notice if 1 side feels stronger in your hands

Check that the transfer area is free of any obstructions or slipping hazards.

Look around the transfer area for any items to ensure they are not in your way. Move any items or throw

rugs that could cause you to trip.

Place your feet firmly on the ground in the transfer area so you are not at risk of slipping or losing your footing

Non-slip shoes will ensure you have a solid grip on the floor.

Check that the bed does not move or shift when you transfer the patient.

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Lifting a Patient into a Chair Place the chair next to the patient’s bed on their dominant side. Make sure the chair is within arm’s reach of you so you can get to it easily. Make sure the wheels on the Wheelchair are locked and swing away the foot rests at the bottom of the chair so the patient can slide into it easily

Putting the chair on the patient’s dominant

side will help you move them more easily, as

they will be able to put more strength into you

as you transfer them. If there is an arm guard

on the bed, lower it so it is not in the way.

Use your hands to roll the patient onto the same side as the chair. Gently turn the patient so they are on their side, facing the chair. Ask them to keep their arms tucked into their chest or under their head so they feel supported.

Roll the patient as close to the edge of the bed

as possible when you shift them onto their

side.

Swing the patient’s feet off the edge of the

bed and move them into a sitting position.

Place one arm under the patient’s shoulders

and the other arm behind their knees.

Bend your knees as you swing the patient’s

feet off the edge of the bed.

Shift your weight to your back foot and gently ease them

into an upright sitting position, facing you.

Some patients may have a gait belt, if so, please use it. If the patient has suffered a stroke or other issues that affects their motor functions, attach a gait belt around their waist.

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The gait belt will also give you a better grip during the transfer so the patient does not fall out of your arms. Wrap the belt around the patient’s waist so it is snug, but not too tight. Tuck any extra fabric at the end of the belt into the belt so it is not a tripping hazard.

Do not use the gait belt as a handle or a way to

pick up the patient, it’s purpose is to create

friction when you lift the patient so they do

not fall.

Lock your hands behind the patient or at the gait belt.

Stand as close as possible to the patient and reach around their chest with your hands.

Lock your hands together behind the patient, at their

mid back.

If they have a gait belt on, hold the gait belt between

your hands and line up your arms. Place the patient’s outside leg between your knees. The patient’s outside leg will be the leg furthest from the chair.

Position their leg between your knees for support and bend your knees, keeping your back straight. Tell the patient you are going to count to 3, and on 3 you are going to stand up and lift them.

Make sure the patient keeps their hands by their

sides so they can support themselves when you lift

them. If the patient has strength in their legs, instruct

the patient to support their weight with their legs as

you transfer them.

Stand and lift the patient, pivoting towards the chair.

Count out loud, “1-2-3.” On “3,” slowly stand up,

using your legs to lift the patient.

As you lift the patient, ask them to push off the bed using their hands.

Shift the patient towards the chair, making sure your back is aligned with your hips.

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Lower the patient into the chair. Once the patient’s legs touch the seat of the chair, bend your knees and slowly lower them into the seat. Have the patient reach for the armrests to support themselves as you lower them down.

When lowering them into a wheelchair, reposition the feet guards and instruct the patient to put their feet

in the guards so they are well supported in the chair.

Confirm the move went well by asking the patient, “How do you feel?” or “Are you feeling okay in the

chair?” If they answer “yes,” You can then start to take them to the vehicle.

Health and Safety – Lifting and Twisting

Correct lifting and turning is important to ensure

that you do not injure yourself.

People responsible for moving and handling

people in need of mobility help, can suffer from

shoulder and back injuries, an increased risk of

tendonitis and various other chronic concerns.

It is important that you consider your health as

well whilst performing lifting or manoeuvring

tasks with persons or their aids (e.g. folding and

placing a wheelchair into the boot).

Step 1: Communicate

The first step in safe moving practices is taking the time to speak to the person you’re going to lift. Don’t simply approach a person and start to lift them without any plan or warning. Instead, take the time to put these people at ease, and tell them how you might plan to move them, or where you think you should move them and for what reason. Remember to continue communicating throughout the transfer too.

Step 2: Use your Legs

If you’ve ever worked in a professional position where you’ve been asked to move heavy boxes or objects before, then you should have been told that you never lift with your back. Instead of putting all the pressure on your back during a lift, you should be focusing on using the strength that you have in your legs.

Step 3: Help, Don’t Lift

If the person that you are assisting has some mobility capabilities, make the lifting and movement process into a joint effort.

For instance, ask the person to help you wherever they can. Try to make sure that you’re working together as a team.

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Step 4: Don’t Lift from Their Waist

Although it’s often tempting to wrap your arms around the waist of a person that you’re trying to lift, doing this can be more difficult for you, and increase the risk of injury.

Instead, try to make sure that you ask the patient to push themselves up using their arms, and support their forearms just beneath their elbows. Simple instructions as an Overview :– Helping Someone Sit Up in Bed

• If the person is not strong enough to push up with his or her hands to a sitting position, place one of your arms under the client’s legs and your other arm under his or her back. • Move the persons legs over the edge of the bed while pivoting his or her body so he/she ends up sitting on the edge of the bed. • Keep your feet shoulder-width apart, your knees bent and your back in a natural straight alignment. Helping Someone Stand Up • If the person uses a wheelchair, put the wheelchair close to the bed or wherever he/she is sitting and lock the wheels. • If the person needs assistance getting into the chair, face him/her, place your feet shoulder-width apart, and bend your knees. • Position the persons feet on the floor and slightly apart. His/her hands should be on the bed or on your shoulders. • Place your arms around the persons back and clasp your hands together. Nurses, physical therapists, and others in hospitals often use lifting belts, which are fastened around a patient’s waist.

• Hold the person close to you, lean back and shift your weight.

Helping Someone Sit Down

• Pivot toward the chair, bend your knees, and lower the client into the chair.

• The person should have both hands on the arms of the chair before lowering him or her down.

Safety of the person is an important consideration whenever a person needs mobility assistance.

Take the time to think about the move and how to best position yourself. How to make the lift safely and

will help to insure injury-free assistance.

Health and Safety Risk of Infection

Whilst handling patients, it is important to ensure the risk of spreading germs is minimised.

Infectious agents can be spread in a variety of ways, including:

• Airborne - coughs or sneezes release airborne pathogens, which are then inhaled by others.

• Skin-to-skin contact - the transfer of some pathogens can occur through touch, or by sharing personal items, clothing or objects.

• Contaminated objects or food - pathogens may be spread to food or other objects, if their hands are dirty.

• Contact with body fluids - pathogens in saliva, urine, faeces or blood can be passed to another person's body via cuts or abrasions, or through the mucus membranes of the mouth and eyes.

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Personal Hygiene is important to consider at all times. Infection control procedures relating to good personal hygiene include:

• Hand washing - the spread of many pathogens can be prevented with regular hand washing. You should thoroughly wash your hands with water and soap for at least 15 seconds after visiting the toilet, before preparing food, and after touching clients or equipment. Dry your hands with disposable paper towels.

• Unbroken skin - intact and healthy skin is a major barrier to pathogens. Any cuts or abrasions should be covered with a waterproof dressing.

• Gloves - wear gloves if you are handling body fluids or equipment containing body fluids, if you are touching someone else's broken skin or mucus membrane, or performing any other invasive procedure. Wash your hands between each client and use fresh gloves for each client where necessary.

• Personal items - don't share towels, clothing, razors, toothbrushes, shavers or other personal items.

Dealing with persons who have lowered immune systems is also a great consideration. All drivers involved in specialist transport of passengers must be immunised. These drivers will be immunised in accordance of State Government Health guidelines.

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Proper Lifting Technique

When lifting customer’s Groceries or Luggage ensure you avoid injury by NOT using your back or twisting during the lift.

Follow these tips to avoid injury to your lower back when you are lifting:

Keep a wide base of support. Your feet should be shoulder-width apart, with one foot slightly ahead of the other.

Squat down, bending at the hips and knees only. If needed, put one knee to the floor and your other knee in front of you, bent at a right angle (half kneeling).

Keep good posture. Look straight ahead, and keep your back straight, your chest out, and your shoulders back. This helps keep your upper back straight while having a slight arch in your lower back.

Slowly lift by straightening your hips and knees (not your back). Keep your back straight, and don't twist as you lift.

Hold the load as close to your body as possible, at the level of your belly button.

Use your feet to change direction, taking small steps.

Lead with your hips as you change direction. Keep your shoulders in line with your hips as you move.

Set down your load carefully, squatting with the knees and hips only.

Keep in mind:

Do not attempt to lift by bending forward. Bend your hips and knees to squat down to your load, keep it close to your body, and straighten your legs to lift.

Never lift a heavy object above shoulder level.

Avoid turning or twisting your body while lifting or holding a heavy object.

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First Aid Training First aid is the assistance provided to any person suffering a sudden illness or injury. By providing first aid, the main purpose is to preserve life and prevent the condition from worsening.

In other words, it’s the first care giving before the professional medical help arrives or become available.

Whilst driving a Taxi, many situations occur where First Aid may be required, either for us, passengers travelling with us or our co-workers or even members of the public. Basic knowledge to recognise and identify medical conditions or injuries can prove to be a life-saving quality. You may be alone without any help. In that situation, you can call for assistance and give life-saving support to someone.

**Remember, before doing anything, assess the situation and surroundings to ensure your own safety.***

In the following pages, you will find some examples of issues that a taxi driver may confront and some recommended steps to take. At all times remember, this is a guide only and if unsure, err on the side of caution.

DRS ABCD – is the backbone to all first aid training. Knowing this simple process will arm you with the knowledge to deal with most emergencies.

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Minor Cuts and Abrasions:

Sometimes minor cuts tend to bleed a lot even though they are not life threatening. Apply gentle pressure with a dry clean cloth and elevate the wound until bleeding stops.

Larger Cuts - (Lacerations):

Step 1 – Call or ask the office to call “000”.

Step 2 – Try and stop the bleeding by following the items below:

• Apply direct pressure on the wound with a clean cloth, tissue, or piece of gauze until bleeding stops.

• If blood soaks through the material, do not remove it. Put more cloth or gauze on top of it and continue to apply pressure.

• If the wound is on the arm or leg, raise the limb above the heart, (if possible), to help slow bleeding. • Wash your hands both before and after giving any first aid or dressing the wound. • Do not apply a tourniquet unless the bleeding is severe and not stopped with direct pressure.

Choking:

Step 1 – Call or ask the office to call “000”.

Identify the problem – A person with a partly blocked airway can still breathe, speak or cough. Symptoms include:

• Panicked and distressed behaviour • Inability to talk in complete sentences or at full volume • Frantic coughing • Unusual breathing sounds, such as wheezing or whistling • Clutching at the throat • Watery eyes • Red face.

If the person’s airway is completely blocked and they cannot breathe, speak or cough at all, they will show some or all of the above symptoms including vigorous attempts to breathe, then turning pale and then blue due to lack of oxygen (cyanosis), before collapsing into unconsciousness. Once you have identified the problem and have not been able to remove the blockage, ensure that someone contacts “000”.

Whilst awaiting assistance from Emergency services, you should try and reassure the person and encourage them to breathe and cough.

Step 2 – Bend the person well forward and give five back blows with the heel of your hand between their shoulder blades – checking if the blockage has been removed after each blow. If this is unsuccessful; Step 3 – Give five chest thrusts by placing one hand in the middle of their back for support and the heel of the other hand on the lower part of their breastbone – checking if the blockage has been removed after each thrust.

The technique for adults and children is different from that required for babies. You will need to apply different methods for:

• An adult or child – ask the person to lean over with their hands on their knees or sit in a chair leaning forward. The amount of force used on a child is less than that used on an adult

• Baby – place the baby on your lap or forearm, with their head lower than their body. Ensure that you have them in a firm hold. The amount of force is less than that used on a child.

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Stroke:

Step 1 – Call or ask the office to call “000”.

If someone has a stroke, it is usually difficult for them to explain the situation. In that case we must do the F.A.S.T test. Note though, that not all symptoms may occur, and this is a guide only.

• Face – Ask the person to smile or say something. If the one side of their face droops or appears numb. Their smile may be uneven on one side of their face.

• Arms – Ask the person to raise their arms. If they can’t lift their arms, or one arm drifts downwards, they are possibly suffering from stroke.

• Speech – Ask the person their name or age. Listen for if their words are slurred or they get trouble to speak and difficult to understand them.

• Time – If the person has any combination of these symptoms, ensure someone has called “000” and go to Query as soon as possible. Explain the situation and where you are. It is also of great assistance if you can try and write down the time when the person’s symptoms appeared. This information may helpful to the medical staff to better care of the person.

Whilst awaiting assistance, try and make the person comfortable. Talk calmly and reassure them that help is on the way.

Do NOT let the patient go to sleep or give them medication, food or drinks.

Heart Attack:

Step 1 – Call or ask the office to call “000”.

Symptoms:

This can often feel like a heaviness, tightness or pressure. People who have had a heart attack have commonly described it as like “an elephant sitting on my chest”, “a belt that’s been tightened around my chest” or “bad indigestion”.

The discomfort may spread to different parts of the upper body and the victim may also feel discomfort in their arm(s), shoulder(s), neck, jaw or back. They may also experience a choking feeling in their throat. There is also the chance that the arms may feel heavy or useless.

Symptoms of a heart attack include:

• feel short of breath • feel nauseous • have a cold sweat • feel dizzy or light-headed.

Some people have also described feeling generally unwell or “not quite right”. Symptoms can come on suddenly or develop over minutes and get progressively worse. They usually last for at least 10 minutes.

If someone is experience a heart attack, you should Call ‘000’ immediately.

A cardiac arrest occurs when your heart suddenly stops beating. A person in cardiac arrest will be unresponsive, not breathing normally and not moving. They need an immediate response. You should begin cardiopulmonary resuscitation (CPR) straight away and continue until an ambulance arrives. (30 chest compressions to 2 breaths).

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Vomiting

Vomiting is the most common condition that is faced while driving a taxi - especially on the weekend nights. We strongly recommend that driver should carry a few Vomit bags in the taxi for emergency. The small cost may prove invaluable as in the event of a sick passenger, the bags will help to keep the vehicle clean and most importantly keep any germs contained.

Alcohol and some drugs 'turn off' the brain areas that control consciousness, respiration and heart rate. This can result in unconsciousness, coma and, in extreme cases, even death. Put simply, your body has been poisoned! Vomiting can be life-threatening, and deaths can occur from choking on one’s own vomit.

You should endeavour to keep the person awake and upright, in a seating position, leaning forward with plenty of air space. Call ‘000’ for assistance if required.

Epileptic seizure

If any of your passengers are having a tonic-clonic seizure, (the muscles suddenly stiffen, and the person may fall), you should:

• Stay calm and remain with the person

• Note the time of the seizure from the beginning until it has ended, as you may have to call 000, if it lasts for five or more minutes.

• If you feel unsure, call 000 straight away and remain with the casualty until medical help arrives

• Loosen any tight clothing that is around their neck

• Try to roll the person onto their side if it is possible to do so, as if the tongue moves backwards it can cause a serious blockage to breathing

• Do not force any food, pills or drink until recovery is complete

Childbirth in the taxi

You may find yourself in that situation, when you have a passenger who is in Labour.

• Take a deep breath and stay calm

• Communicate with the passenger and if she confirms that waters are broken and contractions have started already.

• Stop and park in a safe spot.

• Ring ‘000’ and inform of situation and location and your mobile number.

• Do NOT start driving to hospital unless advised to do so by the “000” operator, or base,

• Keep reassuring the passenger

Diabetic Condition

Diabetes is a very common disease these days both with children and adults. It can be life threatening if the emergency situation is not been attended properly. There are two types of diabetes which is type 1 (Insulin – dependent diabetes) and type 2 (also known as non–insulin dependent diabetes).

Both situations can be serious and lead to emergency, where their blood sugar becomes either too low or too high.

Providing first aid to a diabetic person:

If you realise someone having a diabetic emergency with symptoms like,

• Really thirsty

• Fruity smell breath

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• Drowsiness weakness

• Sweating with cold

• Medical wearing bracelet or necklace

• Medication such as an insulation pen or tablets

If you are unsure whether their blood sugar is low or high and they are not improving quickly and getting unconscious, CALL ‘000’ without losing any time for medical help.

• In the meantime, open their airway and check their breathing.

• Stay calm and remain with casualty.

• If the person is conscious and want to insulin himself/herself, allow them to self-medicate (insulin) if they wish to do so.

• As a first aider, you are NOT permitted to provide insulin to the casualty in any first aid situation.

Flu

During the flu season, taxi drivers are very susceptible to catching colds and flu’s. It does not affect only the driver’s health but also their income due to both a more lethargic attitude or worse, time off to recover.

With some precaution we can prevent this situation. Drivers should take steps to reduce the risk during the flu season. Flu shots, dressing warmly, setting air-conditioning so that air is flowing in from outside the vehicle are all sensible steps that help reduce risk.

Snake Bite

Queensland’s tropical and hot weather means that it is very common for snakes and reptiles to be out and about. This can be all year round and due to a number of reasons. Snakes can be hiding in or under cars and drivers should always be mindful when near bushland.

If you or someone nearby is bitten by a snake, you should call 000 immediately. Apply a pressure immobilisation bandage and keep the victim calm and as still as possible until medical help arrives. The purpose of the pressure immobilisation technique is to restrain the movement of venom from the bite site into the circulation, thus “buying time” for the patient to reach medical care. Apply a bandage over the bitten area as tightly as you would for a sprained ankle and immobilise the limb. Extend the bandage up the entire limb. Only use the pressure immobilisation technique for funnel web spider and snake bites.

Avoid washing the bite area because any venom left on the skin can help identify the snake.

DO NOT apply a tourniquet, cut the wound or attempt to suck the venom out.

Spider Bite

Australia is home to a vast array of spiders that come in a variety of shapes, sizes and colours, many of which are amongst the most venomous in the world – but Australia’s spider reputation is bigger than its bite.

Records show no deaths from spider bites in Australia since 1981. While there are approximately 2,900 species of spiders in Australia, a majority of these are harmless and will only cause minor symptoms such as itching and minor rashes.

Spiders can be entering your cab at any time the vehicle is immobile.

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Even if a spider had weak venom, follow it with the same precaution as a funnel-web spider bite. A spider bite reaction can differ from person to person, potentially leading to an anaphylactic (Shock), reaction which can be life threatening.

• Keep the casualty at rest, reassured and under observation • Call 000 • Follow the basic life support guidelines (DRSABCD) • Apply Pressure Immobilisation Technique • The purpose of the pressure immobilisation technique is to restrain the movement of venom from

the bite site into the circulation, thus “buying time” for the patient to reach medical care. Apply a bandage over the bitten area as tightly as you would for a sprained ankle and immobilise the limb. Extend the bandage up the limb. Only use the pressure immobilisation technique for funnel web spider and snake bites.

• Do not; use a tourniquet OR cut, suck or wash the bite site

In all spider bite cases, please seek medical assistance as soon as you can.

Equipment

The following four things may prove invaluable to both your personal health, and your working conditions.

• Use hand sanitizer - It is the best thing if you don’t have access to a sink to wash hands. Keep a small hand sanitiser with you at all the time during work. Rub it all over your hands until they are dry.

• Antibacterial Wet Wipes – Before starting your shift, try to clean the door handle of your vehicle and inside the car wipe down car steering wheel, Hand brake and dash board. It will prevent the spread of germs.

• Influenza Vaccination – We strongly recommend you consider have an influenza vaccination before flu season starts. It is not just helpful for you, but for others as well.

• Sick bags – a small stock kept on hand may save a lot a heartache later.

Pressure Immobilisation Technique