Month: October 2018

1.3 Over-charging or Short-changing Policy

Section A

Over-charging is the number one reason we lose customers. Sometimes customers will not complain they will just stop using the company.

What Can Happen

1. Customer given less change is the same as over-charging.
2. Customer has a text saying one price and your PDA another price
3. Customer is being awkward and trying to avoid paying
4. Customer wants to collect money from house
5. Customer expects no charge for stopping “on the way”

Section B

What Not To Do

1. “Sting” customer because they kept you waiting
2. Make up the price because you didn’t base
3. Say you have no change, in this case you must charge customer less
4. Refuse to give customer their change
5. Charge a different price to the PDA
6. Any other charge or action not sanctioned by the base

Section C

What We Will Do

We will conduct a transparent investigation:

1. Listen to your side of story
2. Ensure it was not the company’s fault
3. Assess your level of remorse
4. Check your past record
5. Take action against passenger by Blacklisting (If Necessary)

Section D

The Sanctions

A Fine of double what was charged e.g. Quoted £10 Driver Charged £12 Fine = £24

The maximum fine for overcharge will be £50

1. Warning
2. Final Warning
3. Dismissal

Anything considered Gross Misconduct could result in Summary Dismissal, in such circumstances we reserve the right to use Section D Item 3 in its own right.

1.2 Late Jobs Policy

Section A

As a licensed driver we expect you to move off as soon as you receive a booking.  Picking up jobs late is one of the main reasons we lose customers. It damages our business and our reputation. During busy times, we know jobs can get late. There are also other reasons that jobs can get late and the driver is not to blame.

What Can Happen

1. Lone females stranded.
2. Medical emergency turns tragic
3. Train or Placed
4. Appointment missed
5. Any other consequence

Section B

What Not To Do

1. Accept job and then does not move for 10 plus minutes.
2. Make a job late by taking a personal de-tour.
3. Accept job, then go to fuel up
4. Stops to go to the shop.
5. Stops to go to toilet.
6. Pops home for 5 minutes on the way to the job.
7. Making the journey longer. This happens when the Driver does not have a Sat Nav or Mapping App downloaded on their phone. Not knowing how to use a Sat Nav or Maps App also a to this happening
8. Driver clears his job early and then bids for another job and makes this job late.
9. Any other reckless act.

 

Section C

What We Will Do

We will conduct a transparent investigation:

1. Listen to your side of story
2. Ensure it was not the company’s fault
3. Assess your level of remorse
4. Check your past record
5. Take action against passenger by Blacklisting (If Necessary)

 

Section D

The Sanctions

A Fine of between £10.00 minimum to a maximum of £50 for every offence

1. Warning
2. Final Warning
3. Dismissal

Anything considered Gross Misconduct could result in Summary Dismissal, in such circumstances we reserve the right to use Section D Item 3 in its own right.

1.1 Driver Behaviour Policy

Section A

As a licensed driver we expect you to behave in a professional manner at all times.

What Can Happen

As a Taxi Driver there are certain things you will experience

1. Some customers will show you a lack of appreciation and respect.
2. When it is extremely busy they will be late coming out.
3. Customers will make you wait. When you ask them for waiting time they will say ‘it was only a couple minute’s mate’
4. They will slam your doors.
5. Any other unreasonable action.

Section B

What Not To Do

All the following are unacceptable behaviour(s) by Drivers.

1. Shouting at the customer(s)
2. Swearing at the customer(s)
3. Threatening the customer(s)
4. Make inappropriate comments or conversation with female/male customer(s).
5. Not helping the customer with shopping/luggage.
6. Driving too fast/dangerously.
7. Any other unreasonable action.

Section C

What We Will Do

We will conduct a transparent investigation:

1. Listen to your side of story
2. Assess your level of remorse
3. Check your past record
4. Take action against passenger by Blacklisting (If Necessary)

Section D

The Sanctions

A Fine of between £10.00 minimum to a maximum of £50 for every offence

1. Warning
2. Final Warning
3. Dismissal

Anything considered Gross Misconduct could result in Summary Dismissal, in such circumstances we reserve the right to use Section D Item 3 in its own right.