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Cover visuals - Irish SPSV test

1. The Official Mel alerol mney Operating in the SPSV Industry 5th Edition May 2015 Important Notice for Test Candidates Please check your test booking confirmation letter to verify that you have the correct edition of the Manual Visit www nationaltransport ie for the latest update The National Transport Authority is committed to continually refining and enhancing its activities relating to the small public service vehicle SPSV industry and improving practices and procedures relating to licensing and compliance To receive updates to your phone or by email call 0761 064 000 with your details to hand or register on www nationaltransport ie Updates to this Official Manual for Operating in the SPSV Industry the Manual will be published on the website to reflect changes in regulations and industry standards Disclaimer The contents of the Manual are believed to be correct at the time of production The National Transport Authority makes no representations or warranties of any kind express or implied about the completeness accuracy reliability suitability or availability with respect to the Manual or any information products or services referred to in it Any reliance you place on such information is therefore strictly at your own risk In no event will the National Transport Authority be liable for any loss or damage including without limitation indirect or consequential loss or damage or any loss or da
2. fares and charges m Unreasonable refusal to carry a passenger where the journey is not more than 30 80 kilometres Refusal to carry assistance dog or guide dog in a small public service vehicle 40 m Applying a booking fee in respect of a taxi which is engaged while plying for hire or 60 standing for hire or without having been booked in advance by the consumer Failure to print and offer a receipt in the prescribed form to a passenger upon 40 completion of a journey in a taxi m Failure to make available a receipt in the prescribed form to a passenger upon 40 completion of a journey in a hackney or limousine Failure of the driver of a hackney or limousine to carry the required booking record 60 in respect of a hire The fixed payment notice specifies the amount of the penalty which you must pay in order to avoid prosecution as shown in the table above Within 28 days of the date of the notice you can pay the amount specified in the notice or m Within 56 days of the date of the notice you can pay the amount specified in the notice plus an additional 50 per cent If you do not pay within 56 days of the date of the notice court proceedings are initiated Demerits In addition to the monetary penalties that can be imposed for breaches of the SPSV regulations the Authority may also apply demerits to a driver s SPSV licence The number of demerits varies depending on the offence If eight demerits
3. An appointment can be offered only within a time period during which all required documents are valid and your vehicle meets the age rules When booking your appointment you will also be required to pay the licence renewal fee by credit or debit card Submitting the vehicle for its Licence Renewal Assessment The Licence Renewal Assessment takes place at one of the vehicle licensing centres around the country The assessment consists of a visual check of the vehicle s condition along with inspection of key suitability items to make sure that the vehicle continues to meet the legal minimum standards The Official Manual for Operating in the SPSV Industry 5th Edition National Transport Authority 2015 37 The vehicle is expected to be in good and clean condition inside and out when presented for inspection The luggage area should be free from personal objects and the required safety items should be readily available to the inspector All windows and door catches and locks should be fully functional Your insurance cover will be confirmed on the day of inspection with reference to your insurance disc and original certificate To pass the inspection the name on the insurance certificate must be identical to name on the vehicle licence see page 29 If your vehicle is not suitably insured on the day of your Licence Renewal Assessment the licence will not be renewed If your vehicle passes the Licence Renewal Assessment the Licen
4. Purchase of vehicle see Chapters 3 and 4 for conditions Initial vehicle licence fee Initial Suitability Inspection fee Purchase of roof sign branding taximeter and printer taxi only Calibration and verification of taximeter taxi only Fee for SPSV Entry Test SPSV driver licence fee Safety equipment Frequent Fuel a Cleaning valeting m Servicing m Advertising and promotion advertising in local papers directories business cards flyers etc m Loan repayments Radio rental affiliation to dispatch operator Occasional m SPSV equipment pen and paper receipt rolls replacement safety equipment including fire extinguisher first aid kit reflective vest and advance warning triangle Spare parts replacement tyres for vehicle Recalibration and re verification of taximeter whenever National Maximum Taxi Fare changes or vehicle is changed Every year m Licence Renewal Assessment fee NCT test Insurance must cover use of the vehicle as an SPSV Some insurance companies facilitate payment over ten or twelve months Road tax can be paid half yearly or quarterly Airport permit charges if applicable Every five years m SPSV driver licence renewal fee Infrequent Decide how often your vehicle will need to be replaced This will depend largely on the age mileage and condition of the car Remember that age and size restrictions apply see Chapters 3 and 4 and Appendix A Unpredictable Repair
5. Slightly bend your knees and back as shown Do not stoop The Official Manual for Operating in the SPSV Industry 5th Edition National Transport Authority 2015 107 Keep a good hold on the item Hold Keep your head up and look ahead Keep your the item close to your body with the shoulders in line with your hips and look straight heaviest part of the item closest to ahead Do not bend or twist your back or lean you Move smoothly and avoid jerking sideways as you lift Move your feet to turn or snatching the item Put down before you adjust If you need to reposition an item for example in the boot of your vehicle put it down before sliding it into position The Official Manual for Operating in the SPSV Industry 5th Edition National Transport Authority 2015 108 Complying with regulations Under the Safety Health and Welfare at Work Act 2005 self employed persons and this includes the majority of SPSV operators must comply with the same statutory requirements as apply to employers This means that you must take all reasonable steps to ensure the safety health and welfare of individuals at your defined place of work your car You are legally obliged to identify and carry out a written risk assessment of any hazards to which you or your passengers are exposed and to take reasonable steps to reduce or eliminate them This means for example maintaining your vehicle in good
6. Taxis are however allowed to display their own or their dispatch operator s contact details on the roof sign Not reduce the visibility of the word TAXI or TACSAI the licence number the area sticker or if applicable the accessibility symbol on the roof sign and Not reduce the visibility of the passenger in vehicle information card inside the vehicle Advertising in or on hackneys and limousines A hackney or limousine may not display any sign or advertisement unless it has been individually approved in writing by the Authority Equipping a vehicle for operation as a taxi or wheelchair accessible taxi Taxis and wheelchair accessible taxis must have a taximeter and printer installed and calibrated in line with the National Maximum Taxi Fare have a regulation roof sign and carry the approved taxi branding as described below They must display the in vehicle information card or sticker in a visible position in the front passenger area About taximeters A taximeter is an electronic device that is programmed to automatically calculate and display the correct fare for a taxi journey based on the formula set out in the National Maximum Taxi Fare It must be securely attached where it is easy for a passenger in the vehicle to see and read it It must be connected to a printer capable of automatically printing receipts The best place to install a taximeter is centrally above the dashboard subject to the location of any
7. airbags The Official Manual for Operating in the SPSV Industry 5th Edition National Transport Authority 2015 31 About taximeters continued Every owner or user of a taximeter is obliged to have it verified by the Legal Metrology Service part of the National Standards Authority of Ireland to confirm that it complies with legal requirements The National Transport Authority cooperates and shares information with the Legal Metrology Service on the regulation of taximeters Purchasing a taximeter A number of commercial organisations supply and fit taximeters The suppliers of taximeters are not regulated but the taximeters installed in taxis must use programs approved by the Legal Metrology Service to calculate fares New taximeters on sale must be EC approved in line with the Measuring Instruments Directive 2006 Choosing the right one for you Compare models and prices before deciding on your purchase as different models have different features and different costs Consider the following when choosing a taximeter m ls there a suitable location to install the taximeter in your vehicle Customers must be able to see the taximeter clearly and it must not impede your view for driving Does the cost of installation include calibration with the National Maximum Taxi Fare by the installer or do you have to have your taximeter calibrated by someone else Remember if your taximeter is not calibrated correctly when you submit it f
8. and wheelchair ramps and m Check that the driver display card is on display and that the driver is in possession of the ID card and that in a taxi the fare information is displayed In order to help them to do their job and allow you to carry on with yours as quickly as possible you should cooperate with any reasonable request that the officer makes Compliance officers may impose fixed payment penalties for specified breaches of regulations as outlined on page 52 Failure to pay these penalties could result in prosecution heavier penalties a criminal record and in extreme cases loss of licence Authorised persons You must give reasonable assistance and information to authorised persons including the Authority s compliance officers and members of An Garda S och na It is an offence to obstruct impede fail to comply with or give false or misleading information to an authorised person Authorised persons have the power to request and seize documents and they can also enter premises connected with the provision of an SPSV service for example a dispatch operator s office where they can secure evidence for potential prosecutions Mandatory Area Knowledge Test The Authority may request a licence holder to provide evidence that he or she has adequate knowledge of the area in which they are operating If the Authority receives three or more complaints relating to your knowledge of the area in which you are operati
9. intimidatory racially prejudiced or harassing risks breaching this principle Remember that matters of taste are subjective a remark that you believe to be harmless might be seen by others as offensive People from different cultural backgrounds or different age groups for example might not share your sense of humour Bear in mind the needs of customers with special needs including older people and those with disabilities as they may be less able to assert their rights themselves The Irish Human Rights amp Equality Commission has a number of recommendations that you should keep in mind when you are providing an SPSV service Recommendations from Irish Human Rights amp Equality Commission Besensitive as to what you display in your vehicle pictures signs and slogans that are racist or capable of inciting hatred are illegal and those that you find amusing may not be amusing to others or may be completely inappropriate Treat all passengers respectfully and professionally Do not make remarks or jokes about a customer s or anyone else s appearance behaviour preferences views race or disability Do not ask your passengers personal questions and do not feel obliged to answer any they have a right to privacy and so do you Do not behave or speak aggressively Avoid any form of behaviour that could be interpreted as sexual harassment such as offensive jokes asking about a customer s private life or touching a pers
10. s attire and personal presentation is as important as the cleanliness and tidiness of their vehicle in portraying a professional image Drivers should dress in such a way that their professionalism is immediately apparent to all prospective passengers Clothing should be smart clean and comfortable SPSV drivers may be required to pick up or drop off passengers and luggage in locations such as hotels or office buildings where more formal dress is expected and items of clothing such as shorts vest tops or tracksuits are inappropriate National Transport Authority The Official Manual for Operating in the SPSV Industry 5th Edition NTA 2015 71 Things to think about when agreeing the hire Advance bookings Agree method and time of payment Confirm destination and route Identify any special requirements Agree type of vehicle required Agree collection procedure such as a signal to indicate that you have arrived Plan route Allow sufficient times between bookings On street hires taxi only Confirm destination and route Ask for advance payment or deposit if required First impressions last Customers will usually appreciate your efforts to deliver a good travelling experience A well presented vehicle a friendly and welcoming tone and an offer to assist with luggage all help to give a positive image of your service Older customers or those with young children and pushchairs may particularly appreciate extra h
11. side windows must be clean and readily operable In vehicles for taxi and hackney licences standard and wheelchair accessible side windows next to passengers must allow at least 70 per cent visible light transmission In practice this means that only glass behind the passenger area can be darker Check the approval number on the glass if there is a Roman numeral V next to the European approval number the glass is too dark and will not pass the Initial Suitability Inspection Roof Vehicles for taxi and hackney licences standard and wheelchair accessible must have a permanent rigid roof A properly fitted sunroof is permitted The Official Manual for Operating in the SPSV Industry 5th Edition National Transport Authority 2015 22 Seats The minimum dimensions of the passenger seats their height from the floor and the distance between them are specified precisely see the nitial Suitability Inspection Manual for more details Side facing seats are not permitted except in limousines Seats seat anchorages seat mechanisms head restraints safety belts and belt anchorages must comply with the relevant standards and regulations outlined in the nitial Suitability Inspection Manual Cleanliness The vehicle must be in a good clean condition The seats must be properly upholstered clean and in a hygienic condition The exterior paint must be consistent The vehicle must not have paint or bodywork repairs in progress I
12. whether or not there are passengers in it The environmental health officers of the Health Service Executive are authorised officers with responsibility for enforcing the legislation They will prosecute drivers and passengers who do not comply You have the right to refuse service to passengers who insist on smoking in the vehicle Alcohol and drugs You must not drive under the influence of any intoxicant including alcohol and or drugs to do so is against the law Even small amounts of alcohol affect your judgment and ability to drive The Road Safety Authority s recommendation is Never ever drink and drive The effects of alcohol and the duration of those effects differ from person to person It is quite possible to have alcohol in your blood the day after a night s drinking You should therefore consider very carefully the potential consequences of working the day after a night out when alcohol has been consumed If you are taking prescription medication check with your doctor for any possible side effects such as drowsiness before driving The Official Manual for Operating in the SPSV Industry 5th Edition National Transport Authority 2015 100 Further information For more information on safer driving see the following m The Road Safety Authority www rsa ie m Drink Aware website www drinkaware ie m See Driving Schools in the telephone directory or search the internet for advanced driver trainin
13. Advertising and promotion are important to the success of your business and can help you to stand out in a busy marketplace Look at the advertising and promotion that others are doing assess how effective they are and where you might improve on what they are doing The type of SPSV you choose to operate will determine to a large degree how you advertise and promote your business Here are a few typical ways to advertise and promote a business m Advertising in newspapers in directories for example the Golden Pages in shops on notice boards on local radio stations Setting up a website containing all your details and services and possibly an online booking facility and linking it to associated specialist sites that focus on for example weddings or local events Putting your contact details on your receipt to encourage repeat business Giving out business cards Distributing flyers and leaflets to householders businesses and wherever your customers are including targeted promotion for specific events such as debs weddings etc Advertising in publications targeted at commercial and public sector organisations m Arranging for articles or features about you or your service to be printed in appropriate papers or magazines Supporting and sponsoring local events and charities m If you have a taxi advertising on your vehicle hackneys and limousines are not permitted to advertise in this way This is not only a way of promo
14. Failure to comply with taxi roof sign requirements 40 Failure to display the required in vehicle information 40 m Displaying on a hackney or limousine a sign or advertisement other than one 40 prescribed by the National Transport Authority Failure to comply with the vehicle standards and requirements applicable to the 60 licence category m Failure to have prescribed signage affixed to the front doors of taxi or wheelchair 250 accessible taxi Fixed payment offences taximeter taxi only Failure to comply with the requirements in relation to the calibration of taximeters 250 a Failure to comply with the requirements in relation to the fitting and operation of a 60 taximeter Operating taximeter while taxi is standing for hire or plying for hire 60 Failure to operate taximeter while taxi is on hire 60 The Official Manual for Operating in the SPSV Industry 5th Edition National Transport Authority 2015 52 Fixed payment offences standing or plying for hire m Standing at appointed stand while the vehicle is not available for hire 40 m Standing for hire in a taxi otherwise than at an appointed stand 40 m Standing or plying for hire in a county without a licence to stand or ply for hire in 40 that county Standing with a taxi on part of a public road adjoining or in proximity to an 40 appointed stand when the appointed stand is full Fixed payment offences
15. Garda S och na m The Department of Social Protection m The Road Safety Authority m The Department of Transport Local Authorities m The Health amp Safety Authority a National Standards Authority of Ireland m The Equality Authority Legal Metrology Service m The Office of the Ombudsman m The Health Service Executive m The Competition Authority m The Revenue Commissioners m The Office of the Data Protection Commissioner The National Transport Authority works closely with these bodies to ensure compliance with regulations and where appropriate shares information with them This is to ensure that all SPSV operators work to the same high standards that the service provided to the public is consistent and of high quality and that legitimate SPSV operators do not face unfair competition from others who do not comply with their legal obligations The benefits of regulation The Authority is responsible for setting standards that must be met by all operators in the SPSV industry SPSV regulations are set in the context of the Government s White Paper Regulating Better and conform to the core principles of necessity effectiveness proportionality transparency accountability and consistency The Authority adheres to these principles through extensive consultation and in depth research The Authority is committed to keeping all stakeholders informed of its work and research on an ongoing basis through its website www nationaltransport ie Regula
16. Toil and Trouble downloadable from their website at www welfare ie The Local Enterprise Offices offer information advice and training to new and existing businesses See www localenterprise ie The Department of Jobs Enterprise amp Innovation has a useful website with links to sites offering information about setting and up running a business on www djei ie enterprise smes syob htm The Companies Registration Office can provide details on the registration of companies and company names and the requirements for filing accounts See www cro ie The Irish Small and Medium Enterprises Association ISME is a membership based organisation supporting and representing small businesses Its website has a range of information and services See www isme ie The Small Firms Association SFA is another membership based organisation that offers advice and support for small businesses Further information at www sfa ie Many banks also produce useful guides to setting up a business The Official Manual for Operating in the SPSV Industry 5th Edition National Transport Authority 2015 95 Additional considerations for dispatch operators If you intend to set up as a dispatch operator you will need to obtain a licence see Appendix C You will then need accommodation to use as an office and this may involve extra expense You will need to furnish the office and equip it with telephone systems and driver communication equipment su
17. a credit or debit card phone 0761 064 000 The Authority will issue you with a receipt for this fee This fee is non refundable you should pay it only if you are confident that you can satisfy all the conditions for licensing Obtain two identical passport style photographs each measuring approximately 10cm by 7cm showing your head and shoulders and complying in other respects with standards for passport photographs Then complete the renewal application form and submit it to your local Garda PSV office outside Dublin or to the Carriage Office in Dublin along with The receipt for your renewal fee Your photographs Your tax clearance certificate Your driving licence Your SPSV driver licence A written undertaking that you will not drive an SPSV for more than 11 hours on any three consecutive days VVVVV V Vv Details of any other occupation in which you are engaged including name and address of employer if relevant and if that other occupation involves driving evidence that you have informed the employer that you are applying for renewal of an SPSV driver licence gt A declaration that your health does not materially affect your ability to drive an SPSV and that you are not taking drugs or medication that would be likely to impair your ability to drive safely gt A declaration that you have not been convicted of any of the offences specified in section 30 3 or the Schedule to the Taxi Regulation Act 2013
18. and 4am and are more likely to involve customers hired on the street than pre bookings Drivers therefore should be extra vigilant in such circumstances If the driver is affiliated to a dispatch operator detailed records of all bookings are taken and this provides the driver with an added level of security Having radio contact with the dispatch operator means that you can contact someone immediately if there is any problem or emergency Some online booking apps maintain details of the driver the passenger and the journey and this provides further security Dealing with difficult customers Customers are more likely to become aggressive if they are under the influence of alcohol or drugs Be particularly careful and alert during higher risk times An Garda Siochana recommends some extra precautions you can take for a safer journey m Take extra care in isolated areas try to pick up customers in well lit and well populated areas avoid getting out of your vehicle in isolated areas m Make eye contact and interact look at all your customers when they get into your vehicle and continue to make eye contact with them in your rear view mirror This tells them that you have seen them and would be able to identify them if necessary Interacting with your customers and being pleasant and non confrontational to them may also deter aggressive behaviour m Reverse into culs de sac where possible reverse into single entry streets so that you can dr
19. are accumulated on a licence the licence holder will be disqualified for a period of three months The Official Manual for Operating in the SPSV Industry 5th Edition National Transport Authority 2015 53 Changing details Change of address If you change your address or other contact details such as mobile number or email address you are required to inform the Authority as soon as possible either in writing or by calling the SPSV Information Line 0761 064 000 This is important to ensure that you receive updates from the Authority regarding your licences the Authority takes no responsibility if you do not receive important correspondence because you have not registered a change of contact details Holders of SPSV driver licences are also obliged to inform An Garda Siochana when they change address Other occupation If you hold an SPSV driver licence and you become engaged in another occupation you are required to give An Garda S och na details of that occupation including name and address of employer if relevant and if that other occupation involves driving evidence that you have informed the employer that you hold an SPSV driver licence and that you drive an SPSV for hire or reward Control of company If an SPSV licence is held by a company and control of the company changes the licence is automatically revoked The company must inform the Authority of the change in control and return the licence with the notifica
20. be well able to handle their dogs and may prefer to have them sitting at their feet so do not try to take a guide dog from a customer unless the customer asks you to Guide dogs are working dogs so do not be tempted to distract them for example do not be tempted to pet or feed them During the journey drive smoothly Keep in mind that it may take your passenger longer to find the fare at the end of the journey How to assist customers who are deaf or hard of hearing To get the attention of someone who is deaf or hard of hearing while you are not driving tap them gently on the arm or shoulder and if possible approach them from the front Do not shout or raise your voice unless you are asked Speak clearly and slowly Customers may prefer to lip read what you are saying and to use a combination of speaking and gesturing to communicate with you It is important to keep your face turned towards customers who are lip reading National Transport Authority The Official Manual for Operating in the SPSV Industry 5th Edition NTA 2015 76 If a customer speaks to you through an interpreter you should still look at the customer as you talk but do not be put off if the customer looks at the interpreter and not at you Finally if you do not understand say so During a journey avoid stopping suddenly as this can give customers who are hard of hearing a shock Switch your internal lights on and off to attract their attention Point out
21. condition driving safely and ensuring that your passengers do not engage in behaviour that puts you them or others in danger It also means that you must consider specific risks to you as the driver to your passengers and to other road users for example noise exhaust fumes extremes of temperature danger of collision fire and explosion fatigue and stress Fatigue is a well documented hazard associated with driving and appropriate measures need to be put in place to minimise the risk If you are an employee you still have a responsibility to take reasonable steps to protect the safety health and welfare of yourself and anyone who may be affected by your actions while working This means that if anything may affect your performance while at work such as fatigue you are obliged to inform your employer When you have identified the areas of risk you should take steps to manage and control them This may mean obtaining relevant safety and health information going on a training course or investing in protective equipment It may mean taking the time to study the manual that came with your car to learn how to adjust the seat and steering column for maximum comfort and safety Or it may mean ensuring that you control the ventilation heating and cooling systems properly Further information For more information about the Safety Health and Welfare at Work Act 2005 contact the Health amp Safety Authority www hsa ie The Official Man
22. could reduce your chances of obtaining finance in the future 5 Plan for financial security As the SPSV industry is predominantly a cash business you need to plan very carefully what to do with the money you take in fares It is important to remember that not all the money you earn is profit You have a responsibility to pay income tax and will need to set money aside if you are repaying a loan You will also need to consider finances to cover other known expenses 6 Consider affiliating with a dispatch operator If you are considering affiliating with a dispatch operator you should make sure you fully understand how they operate and the terms of their agreements with drivers some dispatch operators just charge a flat fee for radio rental others impose a charge for each job allocated Some use vehicle tracking technology that enables them to provide an efficient service that benefits both customers and drivers There are also a number of Internet and mobile phone app based services for booking taxis and hackneys and it may be useful to examine their terms and conditions and consider registering with one of them Further information Revenue s website www revenue ie has information about the tax system for businesses and a downloadable guide Starting a Business The various forms that you need to register your business for tax are also downloadable from there The Department of Social Protection has a guide to setting up a business
23. driver licence applications see Appendix B How your application is processed Your application will then be processed by An Garda S och na The process includes an assessment of you as a suitable person to hold an SPSV driver licence This vetting may take up to twelve weeks to complete All queries relating to your application should be directed to An Garda S och na Mandatory disqualification If you have been convicted in Ireland or elsewhere of any of the offences that are specified in the Schedule to the Taxi Regulation Act 2013 you are disqualified from holding an SPSV driver The Official Manual for Operating in the SPSV Industry 5th Edition National Transport Authority 2015 12 licence Any SPSV driver licence you hold will be revoked and no new licence or renewal will be granted for the duration of the disqualification For some convictions listed in Part 1 of the Schedule including those for murder rape and some sexual offences this can be a lifetime disqualification For other convictions set out in Part 2 of the Schedule the duration of the disqualification may be limited to 12 months in the case of a suspended sentence or up to five years after release where a term of imprisonment was imposed Furthermore where a driver is disqualified from driving for any of the following Road Traffic Act offences or their international equivalents the driver will be disqualified from driving an SPSV for the period of
24. fare m Average cost to you of each journey taking into account fuel insurance tax vehicle maintenance and other expenses Start up finance How much finance you will need to start up your business Operating costs vs income How your SPSV business will be financially viable Identifying your market Before you start your business it is important to do some market research Find out as much as you can about the demand for the service you are thinking of offering in the area in which you are thinking of operating and the current supply of services in that area This involves finding out who your customers are likely to be when and where you are likely to find them and what you can do to attract them and build up repeat custom Are there many hotels restaurants shopping centres transport terminals or large businesses in the area If so you may be able to secure a good deal of business from these sources However it is not enough simply to identify the opportunities you should try to realistically determine your The Official Manual for Operating in the SPSV Industry 5th Edition National Transport Authority 2015 86 likelihood of actually securing business from these sources That means going to places where you think you might find customers at different times of the day and night Talk to potential customers and people who work with or near potential customers for example business managers Find out what t
25. fines The Official Manual for Operating in the SPSV Industry 5th Edition National Transport Authority 2015 iv There are eleven chapters in this Manual 1 The SPSV industry Gives a general overview of the SPSV industry the role of the National Transport Authority and the objectives of the Skills Development Programme 2 Driver licensing Describes what is required in order to be licensed as an SPSV driver and sets out the procedures involved in applying for an SPSV driver licence and renewing such a licence It also outlines the principal rights and responsibilities of SPSV drivers 3 Choosing a vehicle to use as an SPSV Describes the standards that your vehicle needs to meet in order to be licensed as an SPSV 4 SPSV licensing Describes the processes involved in applying for a vehicle licence renewing a vehicle licence changing the vehicle on a vehicle replacing a licence that has expired and surrendering a licence 5 Working as an SPSV operator Outlines the regulations that apply to vehicles being operated as SPSVs and to the persons driving them 6 Finding your way around Deals with map reading and other ways of working out the best route to take your passenger to his or her destination 7 Fares Describes how the fare is calculated and charged for each journey 8 Delivering customer satisfaction Looks at ways in which SPSV operators can deliver a high quality s
26. no change of vehicle since 1 January 2013 Standard hackney licence numbered below 45000 on which there 15 years has been no change of vehicle since 1 January 2013 Wheelchair accessible No change of vehicle since 1 April 2014 No limit taxi licence Change of vehicle since 1 April 2014 15 years Wheelchair accessible No change of vehicle since 1 April 2014 No limit hackney licence Change of vehicle since 1 April 2014 15 years Limousine licence No limit SPSV licences other than those specified above 10 years Change of vehicle transactions When the vehicle associated with an SPSV licence is changed the maximum age of the replacement vehicle is as follows Standard taxi 10 years Standard hackney 10 years Local area hackney 10 years Wheelchair accessible taxi or hackney licence issued on The age of the vehicle it replaces or or after 1 April 2014 10 years whichever is less Other wheelchair accessible taxi or hackney 10 years Limousine No limit Exchange of licence category The holder of a standard taxi licence may apply to exchange their licence for a wheelchair accessible taxi licence A person who has previously exchanged a standard taxi licence for a wheelchair accessible taxi licence may apply to revert to a standard taxi licence The maximum age of the vehicle in these transactions is as follows Licensing transaction Maximum age Wheelchair accessible taxi replacing a standard taxi 6 years Standard taxi replacing a wheel
27. number Seat height and Specified minimum and maximum for seat height N legroom width and clearance Internal and entrance Adequate targeted or localised lighting is required at lighting entrance steps signage and floor areas and money N slots in any dividing screen Window glass Must be clear at least 70 visible light sat N transmission Handholds Must be provided in the vicinity of the doors steps and central pathways Must be in a colour that N contrasts with adjacent surfaces and approximately circular in cross section and 35mm in diameter User manual Must cover both the vehicle and any specialist y equipment in it Before you buy a vehicle for use as a wheelchair accessible SPSV you should check that the vehicle meets these standards and that this can be verified by a qualified Technical Assessor You must obtain several items of documentation from the vehicle manufacturer or converter to support your application You will need manufacturer certification for any seats that have been added or adapted and test reports or type approvals for the in vehicle strength of these and the wheelchair tie down anchorages and for the wheelchair occupant seat belt anchorages Without this documentation the Technical Assessor will be unable to certify the vehicle Important the in vehicle strength tests cannot be undertaken retrospectively Further information If you are considering applying for a wheelchair accessible vehi
28. of customers who will choose you first when they want an SPSV If you always look after their needs and never let them down they will be less likely to seek an alternative supplier This is especially true for wheelchair accessible services For taxi drivers even customers picked up on the street can be turned into regular repeat customers Encourage them to think of you any time they need a taxi by meeting and exceeding their expectations Arranging to collect them from wherever you dropped them off is one of the first steps in building up a regular customer list Follow this up by encouraging them The Official Manual for Operating in the SPSV Industry 5th Edition National Transport Authority 2015 89 to book you when they need to be collected from home or work and remember always to give them a business card or at least ensure that your contact details are printed on your receipts Remind passengers that the taxi fare as calculated on the taximeter is for the journey and except for the small additional passenger charge is independent of the number travelling For a group of say four passengers travelling together in a taxi the fare may be less per person than the equivalent bus or train fare Ask existing customers to mention you to their friends and colleagues if they are satisfied with your service This helps to spread the word about your business and grow your potential customer base Data protection If you collect person
29. permitted to travel in SPSVs without seatbelts or other restraints unless a suitable child restraint system is available in which case they must use it However they must travel only in the rear seats under no circumstances is a child permitted to travel in the front seat of an SPSV unrestrained and without the appropriate child seat Recommendations from the Road Safety Authority Avoid driver fatigue get enough sleep Drive with care and consideration for all other road users Drive within the speed limits Do not use a mobile phone while driving switch off before you drive off Never drink and drive and never drive under the influence of drugs and or alcohol Wear a seatbelt Remind your passengers to wear their seatbelts and ensure that where appropriate children are suitably restrained Looking after your personal security As an SPSV operator the nature of your work presents some particular challenges You work alone and often at night or in isolated areas you carry cash and you do not know your The Official Manual for Operating in the SPSV Industry 5th Edition National Transport Authority 2015 101 customers Most of the time this poses no difficulty but occasionally SPSV operators find themselves in unpleasant or dangerous situations According to the Garda Crime Prevention Unit violent incidents and robberies involving SPSV operators are more likely to take place on weekend nights between midnight
30. possible Accelerate and slow down smoothly by sensibly combining observation and anticipation m Drive in the highest gear possible without labouring the engine and change up as soon as you can Turn off your engine if you re likely to be standing still in a queue for more than three minutes m If you can do so safely and without affecting the comfort of your passengers turn off unnecessary electrical loads such as air conditioning fans and heated rear windscreens Compliance and enforcement The Authority is committed to ensuring compliance with the SPSV regulations in order to ensure that legitimate professional operators do not have to compete with others operating to lower standards and in order to ensure continued public confidence in SPSV services The Authority has a team of compliance officers who are empowered to investigate complaints or reports of non compliance in all aspects of the industry including vehicle standards driver behaviour and identification and issues relating to bookings and fares The Authority has the right to prosecute for certain offences including unlicensed drivers and unlicensed vehicles operating as SPSVs Compliance officers may also issue on the spot penalties for a number of specified fixed payment offences A summary of the fixed payment offences is provided in the table starting on page 52 Fixed payment offences Commonly referred to as on the spot fines this term refers to brea
31. proof licence discs The tamper proof licence discs specify licence and vehicle details These include the vehicle licence number and expiry date the vehicle registration number colour and type and how many passengers the vehicle is licensed to carry The Licensing Inspector places the tamper proof licence discs on the front and rear windows of your vehicle when it has passed the Initial Suitability Inspection or Licence Renewal Assessment These discs remain the property of the Authority at all times The colour of the tamper proof licence discs indicates the category of SPSV for which the vehicle is licensed The colours used at time of publication of this manual are Yellow for taxis and wheelchair accessible taxis m Blue for hackneys wheelchair accessible hackneys and local area hackneys and m Silver for limousines The Official Manual for Operating in the SPSV Industry 5th Edition National Transport Authority 2015 42 All tamper proof discs have a green surround as below Naisiunta i ot Tronepott Aulhoniy 42345 RED 20DD54335 200054335 01 01 1625 mc BMW fran aap 01 01 14 A Cesdiniihs Licensed r 4 co Sn seda Naisiunta Nationa tompor Authority A235 Loca RED aire 20DD54335 unis Tri s hs BMW Train gage Ewa gy 01 01 16 lt f Nice 01 01 16 l Licensed Coadungitha Licensed gt P ceny n AA NUNI on tocarry o Y 2 Q o isn i seks 3 Limousine tamper proof disc Local area h
32. qualified Technical Assessor see below who must complete a Technical Assessor s Full Report to certify that the vehicle meets the required standards The template for this report is available from the Authority s website and this template must be used In making the assessment the Technical Assessor will measure some items and will rely on formal test data provided by the vehicle manufacturer the vehicle converter or the supplier or installer of parts for others The Official Manual for Operating in the SPSV Industry 5th Edition National Transport Authority 2015 23 The Technical Assessor s Full Report must be dated no more than 60 days before the date of the Initial Suitability Inspection The Technical Assessor The Technical Assessor who examines and certifies a wheelchair accessible vehicle must m Hold an engineering qualification Level 7 or higher on the National Framework of Qualifications having followed a course of study accredited by Engineers Ireland orbe accredited by Engineers Ireland as a Chartered or Associate Engineer or be a Member or Incorporated Member of the Institute of Automotive Engineer Assessors Have a minimum of five years experience of working in a suitable technical environment preferably automotive or engineering Have access to adequate facilities to carry out a thorough vehicle examination and Hold appropriate professional indemnity insurance Suitability requirements for wheelchair ac
33. ronilum ate 8pm to 8am 1 40 per km or 1 75 per km displayed as 2 Monday to Saturday 0 49 per a th Moke Warsielate le Wise 4 00 inut on e all day 4 ays minute 0 62 per taximeter most public holidays Up to total minute 24 40 Special 8pm 24 December to Premium Rate 8am 26 December 1 75 per km displayed as 3 8pm 31 December to 4 00 or on the 8am 1 January 0 62 per minute taximeter Extra charges Apart from the fare calculated on time distance and rate as outlined above the driver can choose to charge extra for the following Booking fee of 2 see next page for details Extra passengers taxi drivers may charge a fee 1 for each adult passenger after the first In relation to additional child passengers one child under 12 years of age is carried at no extra charge the fee for two or three children under 12 is 1 for four or five children 2 and for six or seven children 3 Road tolls may be charged as incurred for toll schemes adopted by a road authority see next page Soiling a fee may be charged where a passenger either soils the vehicle or damages it so much that the driver has to take it out of service or has to pay to have it cleaned or repaired The maximum such fee is 140 but the actual fee charged may be lower it should reflect the costs reasonably incurred by the operator and m Payment by credit or debit card a fee may be charged for payme
34. safe make sure that you are safe yourself before helping others Place coats or rugs on anyone who is injured to keep them warm but do not give them anything to eat or drink Donot move injured people to reduce the risk of making injuries worse move injured people only if there is a risk of fire or of a vehicle turning over Do not remove helmets from injured motorcyclists Do not try to lift a vehicle off an injured person without help Do not smoke do not allow anyone to smoke nearby due to the risk of fire Wait monitor the condition of anyone who is injured until the emergency services arrive If there is any clear deterioration in the injured person s condition phone 999 or 112 again and inform the emergency services Report the collision if you are involved in a collision in which any people injured you are legally bound to report the collision to An Garda S och na either to a Garda at the scene or at the nearest Garda station You must also give your personal and vehicle details including insurance details to anybody involved in the crash and to any independent witness who requests them Be aware of your own condition even after a minor incident in which you have not received any visible injury you will probably suffer from shock which in some cases may not be immediately apparent This may impair your ability to drive safely Give yourself time to recover If possible get someone else to drive you home and rest unt
35. that it does not interfere with airbags or other safety features The in vehicle information card for taxis includes details of relevance both to the operator and to the passenger and this must be displayed in the back of the vehicle The Official Manual for Operating in the SPSV Industry 5th Edition National Transport Authority 2015 65 Taxi receipts Taxi Receipt The taximeter must be on and calculating the fare in line Taxi Licence No 54321 with the maximum national taxi fare for all passenger Reg No 11088588 i Receipt No 3904 journeys even if a fare is agreed in advance of the Date 20 07 2015 journey Start time 02 48 00 i i Fare 23 80 You must offer a taxi receipt printed by the printer attached Extras 4 00 to the taximeter not handwritten to all customers Total 27 80 If the amount you are paid differs from the amount TipS TOLLS corno calculated on the taximeter you should write on the receipt Macatee s Heae to show the difference and the reason for it for example if n I ET E oe E the customer includes a tip or you offer a discount on the tered f Dist km 14 64 mered tare End Time 03 05 00 THANK YOU Hackney and limousine fares Customers must pre book hackneys and limousines and agree the fare before the journey starts Hackney drivers and limousine drivers except limousine drivers engaged for weddings or funerals are required to carry a document in their vehicle showing the details of the bo
36. the Authority s SPSV Information Line 0761 064 000 for further information Tax clearance Applicants must have an up to date tax clearance certificate This is the TC2 certificate obtainable from the local Revenue office which confirms that the applicant s tax affairs are up to date The name on the certificate must be identical to the name on the licence application see examples below and must be valid on the date on which the SPSV driver licence is granted Licence holders are required to maintain their tax clearance status throughout the period of their licence Name on licence application Name on tax clearance certificate Suitable for licensing James Murphy Jim Murphy No James Murphy Jnr No James J Murphy No S amus Murch No James Murphy Yes The Official Manual for Operating in the SPSV Industry 5th Edition National Transport Authority 2015 11 Applying for an SPSV driver licence To apply for an SPSV driver licence you must m Obtain a PSV 15 18 application form from your local Garda station Successfully complete the SPSV Entry Test and receive your SPSV Skills Development Certificate m Pay the relevant licence fee to the Authority You can do this on the Information Line 0761 064 000 using a credit or debit card As this fee is non refundable you should pay it only after you have passed the SPSV Entry Test and you are confident that you can satisfy all the other conditions for licensing The Aut
37. the driver or others A group of passengers who wish to travel together but who together would exceed the licensed passenger carrying capacity of the vehicle as shown on its tamper proof licence discs m A passenger who asks the driver to put his health or safety at risk for example by asking the driver to lift an unreasonably heavy load m A passenger under the age of 17 but of adult size who refuses to wear a seatbelt A small child who in the driver s judgement cannot be carried safely in the vehicle m A passenger who refuses to show ability to pay the fare when asked or who refuses to pay a reasonable deposit before starting the journey A person attempting to hire the vehicle for the transport of goods without an accompanying passenger and A passenger or intending passenger who refuses to extinguish a cigarette Where a dispute arises you should keep a record of the event by writing down the details so that you can explain the circumstances to the Authority s compliance officers if a complaint follows a refusal of service Keeping your vehicle in good condition You are required to keep your vehicle in a clean and roadworthy condition at all times when operating it as an SPSV What to check The Automobile Association AA recommends that you check your vehicle regularly as outlined on the next page Prevention is better than cure it is almost always cheaper quicker and easier to fix problems as soon as they o
38. to The condition roadworthiness and cleanliness of a vehicle The conduct behaviour and identification of a driver Overcharging or other matters relating to fares including the failure to issue a receipt Matters relating to the hiring and booking of an SPSV and Identification and the general appearance of an SPSV including logos stickers and advertisements on the vehicle Other complaints are handled by the appropriate agencies for example An Garda S och na handles breaches of general road legislation and criminal matters and the Office of Tobacco Control handles breaches of the ban on smoking in workplaces Customers can check driver and vehicle licence details using the Driver Check app which is available for free download from the iTunes and Android appstores Customers who wish to complain can do so online at www transportforireland ie taxi taxi compliments complaints If a service was booked through a dispatch operator the customer should make the complaint in the first instance to the dispatch operator It is essential that a person complaining identifies a driver or vehicle by a reference to the name SPSV driver licence number vehicle licence number or vehicle registration number The Authority will investigate the complaint and in almost all cases will contact the driver Based on the evidence the Authority will decide whether to m Take no further action Provide advice to the driver Issue a reprimand cauti
39. to silence If you do strike up a conversation with them do not ask personal questions avoid controversial topics such as religion politics and National Transport Authority The Official Manual for Operating in the SPSV Industry 5th Edition NTA 2015 72 nationality and do not engage in any conversation that is or could be construed as offensive If you disagree with something a customer says do not show it instead try to change the subject How is your driving Drive safely and show respect and consideration to other road users When you pull over to pick up a customer do so legally and avoid blocking other traffic for example buses should always be able to access or depart from bus stops Driving in busy traffic can be stressful stay calm and your customers will respect your patience as well as your skills as a professional driver They will also thank you for a more comfortable and relaxing journey Things to think about during the journey m Drive safely and smoothly observe and anticipate Respect passengers wishes for silence Use radios air conditioning heater and windows with consideration for passengers comfort and respond to any reasonable requests they make If possible respond to passengers requests for local information and advice m Advise the passenger of any unexpected delays or traffic problems that might affect your estimated journey time Do not use a mobile phone including a
40. you have one The incident may seem trivial to you but it may be one of a series that the Garda are investigating and it may help them with other enquiries If you have a security camera make sure the evidence is locked and saved Write down a summary of the incident as soon as possible including details such as m Where when and how the incident happened A description of your attacker A description of your own condition during and after the incident and m Details of who you reported the incident to Hazard avoidance and safety equipment As outlined in Chapter 3 all SPSV drivers are required to carry the following items of safety equipment in their vehicles a A fire extinguisher A first aid kit An advance warning triangle A torch and A high visibility reflective safety vest The Authority has issued technical specifications for all of these items In the event of a collision or fire the safety equipment should be available for immediate use by anyone at the scene who is capable of using it Further information For more information about safety and security equipment and schemes see the nitial Suitability Inspection Manual downloadable from www nationaltransport ie The nitial Suitability Inspection Manual also covers technical specifications for in vehicle safety equipment For more information on using CCTV equipment contact the Data Protection Commissioner at www dataprotection ie The Offici
41. FSC 12 10 00 Connolly Stn Phibsboro E 10 30 Mater Killester 12 11 50 Killester Malahide 19 12 45 Malahide Connolly E28 13 00 Connolly Heuston 9 An example of a daily record Mobile phone apps and other technological devices are also available that can provide useful records of your activity some simply record where you were and when others provide more detailed logs of your journeys Taxi drivers should also note that their taximeter may be able to maintain detailed records of their activity The Official Manual for Operating in the SPSV Industry 5th Edition National Transport Authority 2015 92 As well as helping to keep you tax compliant good records can help you plan your work for example you can identify the locations and times of day that are best for business Good records are very useful when you are doing longer term financial planning Also if you are applying for a bank loan the bank will almost certainly want to see your records A diary is also a useful way of recording incidents that may subsequently come under investigation by An Garda Siochana or by the Authority A diary entry written at the time of the incident is a far more reliable record of the event than a verbal account based on your memory and carries more weight as evidence in court You should also note in your diary reminders of important dates relating to your licences because without valid licences you are not al
42. Key information needed for the Area Knowledge Test Urban centres You will need a detailed knowledge of m One way systems a Districts m Street names m Adjoining streets m Housing estates Routes to other towns or villages National roads and motorways You will need to know the numbers of national roads and motorways for example N3 or M1 Questions may reference the main routes out of the county being tested For example an applicant in Laois might be asked what road links Laois and Dublin The Official Manual for Operating in the SPSV Industry 5th Edition National Transport Authority 2015 115 Places of interest You will need to be able to name the streets in your county on which places of interest in the following categories are located Hospitals and medical centres m Sporting and leisure facilities for example Nearest airports the nearest airport might swimming pools bowling alleys cinemas not be located within your operating area theatres and libraries Local ferries and boat services m Shopping centres and retail parks Transport terminals for example bus Public buildings and amenities train Luas m Industrial estates and business parks Hotels and holiday centres m Well known pubs restaurants and Stadiums and prominent club grounds nightclubs Sports clubs for example golf clubs yacht m Schools universities and other clubs tennis clubs educational institutions m Major landmarks and tourist attractions
43. National Transport Authority The Official Manual for Operating in the SPSV Industry 5th Edition NTA 2015 73 The role of dispatch operators A customer may hire a taxi at a taxi rank or by hailing it on the street but it is often better for the customer and better for your business to work through a dispatch operator This gives customers more choice and flexibility as they can arrange a service when and where it suits them Hackneys and limousines must be booked in advance They may not pick up passengers from a taxi rank or respond to someone hailing them on the street Many hackneys and limousines are affiliated to a dispatch operator Dispatch operators have a key role to play in providing a first class service to the travelling public The customer service advantages they offer include m A 24 hour 7 day booking service for some dispatch operators in urban areas Standards of service required by the Authority The ability to identify special requirements in advance The ability to confirm the route to be taken and the precise destination Prioritising of booking for wheelchair accessible vehicles for people with disabilities as far as reasonably practicable and m Procedures for dealing effectively with any customer issues that may arise Dispatch operators must be licensed by the Authority see Appendix C Drivers who are considering affiliating to a dispatch operator should make sure that the dispatch operator in questio
44. SV driver licence holders are encouraged to take the Industry Knowledge Test in order to obtain the Authority s certification and m The Area Knowledge Test Existing SPSV driver licence holders who wish to be licensed to stand or ply for hire in an additional county must take the Area Knowledge Test for that county The SPSV Entry Test The SPSV Entry Test is designed to verify that as a new entrant to the industry you know the regulatory framework for the SPSV industry as set out in the Taxi Regulation Act 2013 and the Taxi Regulation Small Public Service Vehicle Regulations 2015 that you are familiar with good practice in the industry and that you have a good working knowledge of the county in which you wish to operate You must pass this test before you apply for an SPSV driver licence The test consists of 90 questions in two sections The first section the Industry Knowledge Module consists of 54 questions relating to regulations and good practice in the SPSV industry as set out in this manual The second section the Area Knowledge Module consists of 36 questions relating to the county in which you wish to be licensed You select the county before the start of the test You need to score at least 80 in each section to pass The test lasts approximately 1 hour 45 minutes in total The Industry Knowledge Module takes approximately 1 hour 10 minutes the Area Knowledge Module takes 35 minutes You should allow an ex
45. The dispatch operator licence An SPSV dispatch operator is an individual or organisation that provides a service for taking bookings for SPSV services that are delivered by someone else or who provides a service that enables intending passengers to arrange the hire of an SPSV themselves The Authority grants dispatch operator licences to individuals or companies that meet set criteria The Authority believes that dispatch operators have an important role to play in providing a first class service to the travelling public In particular dispatch operators play a key role in improving the delivery of door to door services to people with disabilities The requirements for licensing and the processes involved are described in Appendix C The Official Manual for Operating in the SPSV Industry 5th Edition National Transport Authority 2015 5 Regulations that apply to SPSVs and their drivers To achieve its objective of promoting a high quality SPSV service the Authority has been given powers under the Taxi Regulation Act 2013 to make and enforce regulations in relation to the licensing control and operation of ma SPSV drivers SPSVs vehicles and m SPSV dispatch operators People working in the SPSV industry must also comply with a wider range of regulations that apply to them as road users and as business service providers These regulations are enforced by a range of statutory bodies including but not limited to m An
46. The roof sign must be securely mounted on the vehicle and also easily removable from the vehicle It should be mounted in such a way that the details on it are legible from the front and rear of the vehicle except on journeys that are likely to exceed 30 kilometres in which case with the passenger s consent the roof sign may be positioned longitudinally on the roof of the vehicle to conserve fuel The materials construction colours and dimensions of the roof sign and the various elements on it are described in detail in the nitial Suitability Inspection Manual and should be familiar to any reputable supplier of roof signs The roof sign must be removed from the vehicle when it is in a public place but not being operated as a taxi Step 4 Preparing for the Initial Suitability Inspection The next step is to make sure that you have all the required documentation and to book the vehicle s Initial Suitability Inspection The Initial Suitability Inspection Manual available on the Authority s website outlines the inspection criteria Please read this manual to understand what items are inspected and how they are checked If you do this you will be better able to prepare your vehicle for the inspection and increase the likelihood that it will pass Required documentation You will need the following documents to complete the licensing process Tax clearance You must have a valid tax clearance certificate in the name of the prospect
47. ace when operating a taxi or wheelchair accessible taxi and you must remove it when the vehicle is in a public area and not being operated as a taxi or wheelchair accessible taxi Keep the roof sign light switched on when your vehicle is available for hire including when standing at a rank and switched off when not available for hire for example while carrying a passenger or while driving to pick up a pre booked customer There is no requirement to link the taxi roof sign light to the meter each may be switched on and off independently If you are on a journey of more than 30km that takes you outside the urban limits you may with the prior consent of the passenger position the roof sign lengthways for more efficient fuel consumption The Official Manual for Operating in the SPSV Industry 5th Edition National Transport Authority 2015 47 Refusing a passenger There are specific circumstances under which an SPSV driver may refuse to accept a passenger request a passenger to leave the vehicle or refuse to follow a passenger s instructions These circumstances include A request to take the passenger on a journey of over 30km in a taxi A passenger who is or becomes disorderly abusive or offensive A passenger who is consuming food or drink A passenger who is likely to soil or damage the vehicle A passenger with too much luggage to be carried safely in the interior of the vehicle or whose luggage poses a danger to
48. ackney tamper proof disc Removing and disposing of tamper proof licence discs To prevent their unlawful use on unlicensed vehicles only Licensing Inspectors may ordinarily remove and dispose of tamper proof licence discs However there are a number of circumstances where you might have to arrange removal of discs yourself such as Changing the vehicle associated with your licence to a different vehicle Note the discs cannot be used on another vehicle see below Having your windscreen replaced Selling or disposing of your vehicle or m Surrendering your licence Once removed tamper proof licence discs are not reusable It is an offence to remove the discs for use on another vehicle For any licensing transaction that involves the issue of new tamper proof discs you must return the old discs when presenting your vehicle for inspection or provide documentary evidence that the discs have been destroyed securely This could take the form of report from An Garda Siochana or the insurance company Licensing staff will inform you of the procedure in such circumstances Call the SPSV Information Line 0761 064 000 if you have any query in relation to tamper proof discs Remember It is a serious offence to operate a vehicle as an SPSV without a current active vehicle licence The driver of an unlicensed vehicle commits an offence and the owner of the vehicle if different from the driver also commits an offence for allowing the vehicle
49. al Manual for Operating in the SPSV Industry 5th Edition National Transport Authority 2015 104 If you are working outside the vehicle in poorly lit places at night you should wear the high visibility vest for example if you are loading luggage or helping a person using a wheelchair into your vehicle on a badly lit road What to do in the event of a collision or other emergency Road collision victims have a much greater chance of survival and their injuries are likely to be much less severe if they receive first aid and medical assistance immediately or within the golden hour after the collision Therefore it is important to follow a few simple guidelines if you are at the scene of a collision or emergency Remain calm do not panic Switch off your engine apply the handbrake and assess the situation Warn others switch on your hazard warning lights and place the advance warning triangle a good distance away from the scene Organise bystanders to warn oncoming traffic but make sure that you and others are visible by wearing high visibility vests reflective armbands and bright clothing or by carrying torches Call for help contact the emergency services on 999 or 112 Do not assume that others at the scene have already called for help Give precise information regarding the location of the collision the number of vehicles involved and an estimate of the number of people who are injured m Make yourself and others
50. al information such as customer contact details you must not share it with anybody else and you must use it only for the purpose for which it was provided The collection and storage of personal information is regulated by the Data Protection Acts 1988 and 2003 For more information see the Data Protection Commissioner s website www dataprotection ie Looking for new customers Ask yourself how you decided to buy something you have come to depend on for example your mobile phone Was it simply the phone itself Was it the price you paid Was it because the phone company was easy to find Was it their advertising or their reputation for reliability You will most likely find that the deciding factor was what others told you about the phone that is word of mouth Word of mouth is considered to be the most powerful and effective way for customers to learn about products and services Imagine the sort of SPSV service that would make such an impression on you that you would tell all your friends about it Then concentrate on delivering that service to your customers If you drive a taxi it may be worthwhile planning your shift around a route that takes in local places that are likely to be busy at pre determined times Most local newspapers list theatre times concert details and local sports events and with a little planning it may be possible to be in the right place at the right time Customers now expect the service to come to the
51. amper proof discs see Chapter 5 The vehicle may then be operated as an SPSV in the category to which the licence applies A licence certificate is issued to the person presenting the vehicle The licence may be valid for one year six months or until the vehicle reaches its maximum age limit see Renewing Your Vehicle Licence next page Remember It is an offence to operate a vehicle as an SPSV without a valid vehicle licence A conditional offer is not a licence to operate Taximeter verification and sealing taxis and wheelchair accessible taxis only Once the vehicle has passed the Initial Suitability Inspection for operation as a taxi or wheelchair accessible taxi and the licence has been issued you should make an appointment with Legal Metrology Services part of the National Standards Authority of Ireland NSAI to arrange verification and sealing of the taximeter You should retain any verification appointment letter in the vehicle until the taximeter is verified and sealed see page 32 Renewing your vehicle licence A vehicle licence is normally valid for twelve months from date of issue Vehicles that are over ten years old are licensed for a maximum of six months at a time Vehicles that are approaching their maximum age limit are licensed only until that age limit the vehicle s tenth or fifteenth birthday See Appendix A for details A local area hackney licence can be renewed only until three years after it was fi
52. an stand or ply for hire in a taxi These are valuable items essential to your work as an SPSV driver and you must keep them safely If you lose either of these identification cards you must report the loss to the Garda Siochana PSV Office immediately Identification cards are issued in three different colours Purple identification cards are issued to operators who have passed the SPSV Entry Test or in the case of drivers licensed prior to the introduction of the Skills Development Programme the Industry Knowledge Test These cards confirm to customers that the driver is certified by the Authority to have the relevant industry knowledge m Yellow identification cards are issued to drivers licensed prior to the introduction of the Skills Development Programme who hold a current valid SPSV driver licence but who have not yet obtained the Authority s certification Such drivers can apply to take the Industry Knowledge Test at any time see Chapter 11 Green identification cards are issued to local area hackney drivers and show the specific area in which the driver is licensed to operate The Official Manual for Operating in the SPSV Industry 5th Edition National Transport Authority 2015 13 Once you have a valid SPSV driver licence other than a local area hackney driver licence you are entitled to drive any category of SPSV taxi wheelchair accessible taxi hackney wheelchair accessible hackney local area hackney limousin
53. and gt Any other documents required by An Garda S och na How your renewal application is processed Your renewal application will be processed by An Garda Siochana and if approved you will in due course be issued with an SPSV driver licence The Authority will then process and issue you with your driver display card and smart card Remember It is a serious criminal offence to operate as an SPSV driver without a current SPSV driver licence A conviction for this offence attracts a penalty of up to 5 000 The Official Manual for Operating in the SPSV Industry 5th Edition National Transport Authority 2015 17 Your rights and responsibilities as an SPSV driver If you hold a standard SPSV driver licence you are entitled to drive any licensed SPSV and to stand or ply for hire in a taxi or wheelchair accessible taxi in the county specified on your driver display card If you hold a local area hackney driver licence you are entitled to drive a local area hackney and to accept passengers in the area specified in your licence Your rights As an SPSV driver you have certain rights including the right to be paid in full for each hire and to reasonably refuse passengers who you suspect cannot pay or will refuse to pay the fare The rights of an SPSV driver Fares tis your right to be paid the full fare as agreed in advance or as calculated on the taximeter whichever is less for each hire m You may terminate the hire of
54. anning on the internet GPS phone apps and satellite navigation systems sat navs Remember however that every technology has its flaws as well as its advantages you cannot rely exclusively on any technology your area knowledge experience and judgement are always needed to plan the best route to follow it and to change it when necessary to take account of special circumstances The table on the next page lists some of the available technologies and some of the factors you should bear in mind when considering their use The Official Manual for Operating in the SPSV Industry 5th Edition National Transport Authority 2015 60 Radio Many national and local radio stations Information is often out of date by broadcast traffic and travel updates at the time it is broadcast regular times during the morning and evening rush hours Some city and town councils have their own dedicated traffic news stations Telephone The larger motoring organisations have Most useful when planning longer telephone lines providing traffic reports journeys Phone cannot be used while driving Internet Some local councils and the larger Only useful when planning longer motoring organisations publish details of pre booked journeys oaaao aon aug other Tome Route planning facilities include related information on their websites estimates of me Sat nav GPS In car navigation systems generally Destination must be specified And come with preloaded maps fo
55. arefully and pay particular attention to ramps and bumps corner brake and accelerate smoothly and at an appropriate speed m Ifa customer asks you to help them pay the fare ask them for permission to remove money from a purse or wallet and remove it in full view explaining exactly what you are doing Complete the transaction and return their purse or wallet to where you found it How to assist customers who are blind or vision impaired When you pick up a customer who is blind or vision impaired introduce yourself and use the customer s name if you know it If picking up a pre booked customer do not sound the horn to let them know you have arrived Instead at the time of booking you could arrange to do something like give them two rings on their telephone when you arrive and then escort them to your vehicle Look at them and speak to them directly as you would to anyone else do not address your comments to a companion or interpreter Ask them how you can help them and if they want you to guide them allow them to take your arm just above your elbow Make sure they have a firm hold and allow them to set the pace never grab them or push them forward Warn the person about obstacles such as steps or them hitting their head off the roof of the car When you stop guiding a customer direct them towards a firm landmark such as a bench or wall and tell them where they are never just leave them standing in the open Customers with guide dogs will
56. ation contact your local motor tax office 3 Separate personal from business It is good practice to operate separate bank accounts for your business dealings and your personal finances Use the business account to pay business related expenses and lodge all business income to it When you need money for personal reasons you should transfer money from the business account into your personal account This will make it much easier to make tax returns and to analyse the performance of your business 4 Seek professional financial advice Although there is no requirement to engage a professional accountant doing so will make your life a lot easier when it comes to tax compliance and other aspects of financial management Accountants understand how the tax system works They know what your entitlements are in relation to tax credits and reliefs and they sometimes even save you more in tax than they charge you So it makes good business and financial sense to consider using an accountant Remember however that accountants can only work with the material that you give them The better your records are the easier your accountant s job will be when it comes to preparing tax returns and giving you advice The Official Manual for Operating in the SPSV Industry 5th Edition National Transport Authority 2015 94 While Revenue may not require audited accounts many lending institutions do and not having formally and professionally audited accounts
57. axi Operating a taxi in more than one county If as a taxi driver you propose to stand or ply for hire in any county other than the one in which you were originally licensed you will need to pass the Area Knowledge Test for each such additional county Apply for the test as described in Chapter 11 When you apply specify that you want to take the Area Knowledge Test only and you will be asked for your SPSV driver licence number Bring your SPSV smart card or display card with you to the test If you are successful you will be issued with a driver display card and a smart card showing the additional county for which you are licensed Changing your address or contact details If you change your address or other contact details such as mobile number or email address you are required to inform the Authority as soon as possible either in writing or by calling the SPSV Information Line 0761 064 000 Failure to notify the Authority within 21 days of a change of address is an offence Such notifications are important to ensure that you receive updates from the Authority regarding your licence The Authority takes no responsibility if you do not receive important correspondence because you have not registered a change of contact details Holders of SPSV driver licences are also obliged to inform An Garda Siochana when they change address The Official Manual for Operating in the SPSV Industry 5th Edition National Transport Author
58. axis Taxi customers are entitled to have the fare for their entire journey calculated and charged on the taximeter and the fare calculated in this way is the maximum fare that the driver can charge for any journey This is the case even where the fare for a journey has been agreed in advance A taxi driver may charge the pre agreed fare only if it is less than the fare calculated on the meter The calculation of the fare is based on m When the journey takes place Standard Premium or Special Premium rate may apply and m The length of the journey and or the time taken Initial Charge always applies and additional charges based on Tariff A and Tariff B may also apply The Initial Charge is fixed and covers any distance up to 500 metres or time period up to 85 seconds After that the fare is calculated based on the distance travelled or if the speed drops below 21 2 km h the journey time The table on the next page summarises the main features of the Maximum Fares Order effective 30 April 2015 The Official Manual for Operating in the SPSV Industry 5th Edition National Transport Authority 2015 63 National Maximum Taxi Fare Up to 0 5 km Next 14 5 km Thereafter Applies or 85 secs or 41 mins Standard Rate 8am to 8pm 1 10 per km or 1 45 per km displayed as 1 Monday to Saturday 0 39 per on the except public 3 60 minute 0 51 per taximeter holidays Up to total s minute 19 60 Premium R t 1 4 k
59. be certain that this is what you want to do To surrender your licence Complete the I wish to surrender this Licence section on the back of the licence certificate m Read the declaration and then sign and date it to confirm that you understand and accept it m Send the completed form and the tamper proof discs to the Authority at the following address SPSV Licensing Section National Transport Authority PO BOX 436 City North Business Park Tuam Road Galway The Official Manual for Operating in the SPSV Industry 5th Edition National Transport Authority 2015 40 5 Working as an SPSV operator This chapter outlines the regulations that apply to vehicles being operated as SPSVs and to the persons driving them See Page mu Vehicle requirements 42 Operating an SPSV owned by another person 44 a Renting a taxi 44 a Maintaining operational data 44 Rules of operation for each category of SPSV 45 m Use of taxi ranks 47 Use of bus lanes by taxis 47 m Refusing a passenger 48 Compliance and enforcement 50 Fixed payment offences 52 m Changing address or contact details on a licence 53 The Official Manual for Operating in the SPSV Industry 5th Edition National Transport Authority 2015 41 Vehicle requirements Any vehicle being operated as an SPSV must comply with SPSV Regulations If a vehicle is operated as an SPSV without a licence both the owner of the vehicle and the d
60. bility symbol Taxi and wheelchair accessible taxi regulation roof signs are also permitted to display m The official credit debit card symbol to indicate that the fare may be paid by credit or debit card Approved artwork for this symbol is available from the Authority and this can be used to produce an adhesive sticker for application to the roof sign Other credit card logos must not be displayed on the regulation roof sign Contact details for the taxi operator or dispatch operator to which the driver is affiliated No information other than that described above may be included on the roof sign Details of the taxi operator s representative body may not be carried on the roof sign The Official Manual for Operating in the SPSV Industry 5th Edition National Transport Authority 2015 33 Taxi roof sign continued Standard taxi roof sign viewed from front This space is available for additional area stickers or for dispatch operator taxi contact details Otherwise it must remain blank The vehicle licence number must be displayed front and back in this panel Wheelchair accessible vehicles must display the accessibility symbol prominently front and back The roof sign must incorporate internal electric illumination that is switched on when the vehicle is available for hire and switched off when the vehicle is hired Additional lights must not be attached to the regulation roof sign
61. blic service vehicle sector It includes the following Page m About the National Transport Authority 2 The importance of the SPSV industry 2 m Licensing vehicles drivers and dispatch operators 5 Regulations that apply to SPSVs and their drivers 6 m Getting an SPSV on the road 7 m National SPSV registers 8 The Official Manual for Operating in the SPSV Industry 5th Edition National Transport Authority 2015 Welcome Welcome to The Official Manual for Operating in the SPSV Industry The acronym SPSV stands for small public service vehicle vehicles that are used to carry up to eight passengers excluding the driver for hire or reward The term covers taxis wheelchair accessible taxis hackneys wheelchair accessible hackneys local area hackneys and limousines SPSVs play a key role in the delivery of public transport services This Manual has been produced by the National Transport Authority to give SPSV operators the information they need to obtain and keep the relevant licences and to help them develop the skills needed to operate successfully in the industry It will be of benefit to aspiring and new entrants as well as to those already in the industry In this Manual existing SPSV operators will find information on the standards and regulations that apply in the SPSV industry and useful guidelines for the development and maintenance of a professional service to the travelling public They can use this Manual
62. ccur If you wait the problem is likely to become worse and more expensive to fix Always consult the owner s handbook The Official Manual for Operating in the SPSV Industry 5th Edition National Transport Authority 2015 48 AA vehicle check Tyres Check your tyre pressures regularly including the spare Under inflated tyres create more rolling resistance and result in higher fuel consumption Most vehicles must have a minimum tread depth of 1 6mm Replace your tyres before they become this worn or if they are damaged Tyre pressure and condition are important both for safety and for fuel economy Lights and mirrors Keep your lights indicators and mirrors clean and in good working order Check that they are correctly adjusted Rear light failures often go unnoticed by the driver check rear lights at night by reversing up to a wall so you can view the light operation in the mirrors or ask someone else to check them for you Oil Check the oil level and keep it topped up between oil changes Check for oil leaks underneath your vehicle Make sure you use the correct grade of oil see the owner s handbook Windscreen and wipers Clean your windscreen regularly inside and out Keep your windscreen washer solution topped up Keep your windscreen wiper blades in good working condition Battery and warning lights Check your battery listen for signs of a weak battery when starting your engine Check warning lights on your da
63. cessible vehicles Requirements for wheelchair accessible vehicles are summarised in nformation Guide G9 available on the Authority s website They include Main requirements For details and other requirements see the Documentary evidence required Initial Suitability Inspection Manual Seatbelts Wheelchair occupant seatbelts Wheelchair restraint tie down EC approval markings or labels e or E marking Approval markings or labels usually ISO standard or e or E marking Approval markings or labels usually ISO or DIN or FMVSS SAE standard Seatbelt anchorages Wheelchair and wheelchair occupant restraint anchorages Seat and seatbelt Strength test reports usually seatbelt to seat connection based on Directive 76 115 EEC as amended In vehicle strength test reports These tests are destructive and cannot be performed retrospectively They must have been performed on the same type of bodyshell and the results properly documented and certified The suppliers of a flooring system may be EUC ege able to provide the required test data Headroom Minimum 1 350mm in vicinity of wheelchair occupant during turning and restraining Doors Minimum one wheelchair accessible door at least External step at nearside or rear door where opening height of door exceeds 1150mm 745mm x 1 250mm and one other door to passenger compartment If floor or integral step of pa
64. ch as two way radio There are many other factors to be taken into consideration relating to finance and accounting staff employment legal liability insurance health and safety These are beyond the scope of this manual and you should seek professional advice before going ahead The Official Manual for Operating in the SPSV Industry 5th Edition National Transport Authority 2015 96 10 Staying safe This chapter deals with the steps you can take to make your working life safer more secure and compliant with current health and safety legislation Page m The Authority s role in safety 98 Looking after your safety and that of your customers 98 m Looking after your personal security 101 m What to do in the event of a collision or any other emergency 105 m Handling and transporting luggage and other heavy items 106 a Complying with regulations 109 The Official Manual for Operating in the SPSV Industry 5th Edition National Transport Authority 2015 97 The Authority s role in safety In pursuing its objective of developing a professional and safe SPSV service the Authority clearly defines the rights and responsibilities of both SPSV operators and customers Under SPSV Regulations a driver may refuse to carry a disorderly or abusive passenger or one who is unwilling or unable to pay the fare On safety grounds drivers may also decline to lift or transport items that are too bulky too heavy or otherwise u
65. chair accessible taxi 10 years The Official Manual for Operating in the SPSV Industry 5th Edition National Transport Authority 2015 120 B Local Area Hackneys In most respects the regulations that apply to local area hackneys and local area hackney drivers are the same as those that apply to hackneys and their drivers There are however a number of important differences as outlined in this appendix Applying for a local area hackney vehicle licence To apply for a local area hackney licence the requirements are similar to those described in Chapters 3 and 4 with the following additions and exceptions 1 You must provide written confirmation of the need for a service in the proposed area from either a local business representative organisation or a local charity 2 You must provide an analysis of the need for a local area hackney service in the proposed area carried out by or on behalf of the local authority and written confirmation from that local authority that the need is real Local area hackney licences specify the area covered by the licence Licence holders must not provide or advertise the provision of hackney services outside the area specified The holder of a local area hackney licence is not permitted to hold any other SPSV vehicle licence during the term of the local area hackney licence Renewing a local area hackney vehicle licence A local area hackney licence must be renewed annually in the same way a
66. ches of SPSV regulations for which a penalty may be imposed See page 52 The Authority s compliance team The Authority s compliance officers work for the benefit of the industry and the travelling public They support the vast majority of SPSV operators who provide an excellent public service and ensure that standards throughout the industry remain high Compliance officers have the right to approach any SPSV operator while they are working They will generally want to carry out some basic checks on the vehicle or the driver sometimes this is a routine check and sometimes it is part of an investigation into a complaint The Authority has a duty to investigate all complaints thoroughly some of these however arise from an incorrect understanding of the rights and responsibilities of drivers and passengers and do not warrant any further action on the part of the Authority The Official Manual for Operating in the SPSV Industry 5th Edition National Transport Authority 2015 50 As a driver if you are approached by a compliance officer you can expect the officer to m Identify themselves and show you their warrant of appointment identity card Be polite and civil m Understand that you are working and not delay you unnecessarily m Check compliance with basic vehicle standards tamper proof licence discs in vehicle passenger information safety equipment cleanliness and where relevant roof sign taximeter and printer
67. chnical Assessor You must obtain several items of documentation from the vehicle manufacturer or converter to support your application You will need manufacturer certification for any seats that have been added or adapted and test reports or type approvals for the in vehicle strength of these and the wheelchair tie down anchorages and for the wheelchair occupant seat belt anchorages Without this documentation the Technical Assessor will be unable to certify the vehicle Important the in vehicle strength tests cannot be undertaken retrospectively Further information If you are considering applying for a wheelchair accessible vehicle licence or changing the vehicle associated with such a licence you should read the nitial Suitability Inspection Manual and the associated nformation Guides If you are still unsure please contact the Authority for advice The Official Manual for Operating in the SPSV Industry 5th Edition National Transport Authority 2015 25 Limousines Vehicles associated with limousine licences do not have any age limits and are not subject to the same clear glass requirements as other SPSVs although general road traffic legislation requires the front windscreen and front side windows to be clear The following are requirements for limousines m While there are no interior size limits on limousines the vehicle must be a passenger vehicle which by reason of its style and condition is evidently suitable
68. cle licence or changing the vehicle associated with such a licence you should read the nitial Suitability Inspection Manual and the associated nformation Guides If you are still unsure please contact the Authority for advice The Official Manual for Operating in the SPSV Industry 5th Edition National Transport Authority 2015 25 Limousines Vehicles associated with limousine licences do not have any age limits and are not subject to the same clear glass requirements as other SPSVs although general road traffic legislation requires the front windscreen and front side windows to be clear The following are requirements for limousines m While there are no interior size limits on limousines the vehicle must be a passenger vehicle which by reason of its style and condition is evidently suitable for hire for ceremonial occasions or for corporate or other prestige purposes m For licences granted after 1 January 2013 the design gross vehicle weight must not exceed 3 500 kilogrammes m The vehicle must be a make and model specified by the Authority or otherwise approved by the Authority An acceptable vehicle list is available on the Authority s website If your proposed limousine is not on that list please ensure you confirm the vehicle s suitability with the Authority prior to purchase m If the vehicle has been modified from its original specification for example a stretched vehicle or a kit car and the assessor views t
69. complaints from people with disabilities who fail to obtain service from a wheelchair accessible licence holder Further information Information on disability awareness training courses is available from the Irish Wheelchair Association www iwa ie Irish sign language courses are available at the Irish Sign Language Academy ISL See www deaf ie The National Council for the Blind in Ireland NCBI www ncbi ie offers disability awareness training under the Services for Organisations link See the National Disability Authority s Towards Best Practice in Provision of Transport Services for People with Disabilities in Ireland available from www nda ie Diversity and equality Equality legislation and the SPSV operator As an SPSV operator you have the right to equal and respectful treatment and you have the responsibility to treat all your customers equally and with respect Treating your customers with the highest respect will make journeys more comfortable for customers and for you Demonstrating a professional standard of behaviour as an SPSV operator will also give your business a good name and help to generate more business National Transport Authority The Official Manual for Operating in the SPSV Industry 5th Edition NTA 2015 78 The Equal Status Acts 2000 2011 which apply to all providers of goods and services promote equality and positive measures to encourage equality They prohibit certain kinds of discrimi
70. ctronic communication before the licence expires with a reminder to renew The Licence Renewal Assessment Manual available on the Authority s website outlines the inspection criteria Please read this manual to understand what items are inspected and how they are checked If you do this you will be better able to prepare your vehicle for the inspection and increase the likelihood that it will pass Required documentation You must have the following documents to hand when calling to book your Licence Renewal Assessment as you will need to give the details over the phone m A tax clearance certificate m An insurance certificate m An NCT certificate The requirements for these documents are the same as for new licence application described on page 34 If your vehicle has been modified since its last inspection you will need to obtain a Technical Assessor s Basic Report as described in Chapter 3 and bring a copy with you to leave at the Licence Renewal Assessment Booking your assessment Book your Licence Renewal Assessment by calling 0761 064 000 The appointment may be made only by the licence holder Security questions will be asked to confirm the caller s identity The Authority validates all documentation online at time of booking and verifies your ownership of the vehicle or your legal right to use and possess it You will be unable to book a Licence Renewal Assessment unless your documentation is valid and verifiable online
71. d it is worthwhile learning how to do so properly All SPSV drivers are recommended to take a manual handling course with a professional organisation It is important to consider not only whether you can safely load an item into your vehicle but also whether transporting the item presents a potential health and safety risk to you your passenger or others for example bulky luggage that cannot be suitably restrained or that affects your ability to control the vehicle or to see through the windows As an SPSV driver you may refuse to lift or carry any item that in your judgement is liable to cause injury to yourself or to others The Official Manual for Operating in the SPSV Industry 5th Edition National Transport Authority 2015 106 Some guidelines for handling heavy or bulky items The Health and Safety Authority offers some guidelines to help you reduce the risk of injuring yourself J Lift only if it is safe to do so Do not lift or handle anything if you believe it will put you at risk of injury You may be able to lift something but you may not be able to do so safely Remember also that it may be easier and safer to put something into the boot of a vehicle than to take it out Think before you lift Remove Start in a good position Balance yourself by obstructions from around the item and keeping your feet slightly apart and one foot decide where you are going to place it slightly forward
72. d other road users in terms of your personal health and well being and in terms of your running and repair costs The Road Safety Authority points out that aggressive driving is dangerous stressful and expensive You should avoid rapid acceleration and sudden braking except where necessary Do not use the horn to express frustration or annoyance Observe the legal speed limits and do not drive too close to the car in front And above all do not respond to aggressive driving by other drivers Remember that you are a professional driver Your customers place their safety in your hands and they have a right to expect a safe and comfortable journey If they get that they are more likely to express their appreciation and to give you repeat business Penalty points can be awarded for poor driving and these are much more significant for an SPSV driver than for an ordinary road user Your insurance premium is likely to increase and if you lose your licence you lose your livelihood You might consider taking an advanced driver training programme These are offered by a number of driving schools Apart from making your work safer and more secure it may qualify you for a reduction in your insurance premium Ask your insurance company or broker for details You must take all reasonable precautions to ensure the safety of customers while they are in your vehicle and while they are getting into and out of it Make sure that you let passengers ou
73. d promoting your business or of making the service you offer more attractive to customers Reviewing the market Review the market on an ongoing basis gather information about where and how to attract customers to your service and assess where the best opportunities are It is your business and you know it better than anyone else your daily and weekly records of fares and expenses are a good source of basic information about where the current business opportunities are in your area and may help you to identify further opportunities Create a plan of action for breaking into new market areas Here are some questions to consider when reviewing your market a What are your busiest areas and times Are there any opportunities you can build on m What are the specific requirements or expectations of the different types of potential customers Consider the entire range of customer types from late night club and party goers to business people Ask your existing and potential customers what they are looking for in an SPSV service provider What are they currently happy with What are they unhappy with or what do they feel is currently missing Ask customers what makes them decide between one SPSV service and another m Who are your competitors and how well are they meeting their customers needs Can you provide a better service or fill a gap in service Getting more business from existing customers Think about how you can build up a list
74. destinations and point to the taximeter to show the fare How to assist customers who have difficulty speaking or communicating When talking to customers who have difficulty speaking or communicating give them your undivided attention and speak clearly Be patient wait for them to finish what they are saying and tell them if you do not understand Expect that people who cannot communicate verbally may still be able to communicate in some other way For example they may be carrying a communication aid look for the instructions which may accompany it and take the time to read them Ask them how they say yes and no and how they point to objects Ask them yes and no questions one at a time and wait for them to reply How to assist customers with reduced mobility People with reduced mobility may find it difficult to walk or stand for long periods They may also have difficulty using steps bending stretching or carrying heavy objects Their reduced mobility may be caused by a hidden disability for example a heart condition breathing difficulties or painful joints due to arthritis or some other medical condition Offer customers support by offering your arm for them to hold on to as they enter and leave your vehicle but never grab them Your patience is the most important factor in assisting customers with reduced mobility Drive with consideration and take extra care to slow down at speed bumps and potholes the impact from jolts may cau
75. drivers and dispatch operators There are three core areas of licensing in the SPSV industry Driver licences are granted by An Garda S och na with the support of the Authority m Vehicle licences are granted and administered by the Authority and m Dispatch operator licences are granted and administered by the Authority The SPSV driver licence The holder of a standard SPSV driver licence granted by An Garda S och na is licensed to drive any category of SPSV However the holder of a local area hackney driver licence which is anon standard SPSV driver licence is licensed to drive only local area hackneys When driving a taxi the driver is licensed to stand or ply for hire only in the county or counties for which they have been granted a licence The SPSV driver may drive their own licensed vehicle drive a licensed vehicle owned by another person or be employed as a driver by another person The requirements for driver licensing and the processes involved are described in Chapter 2 The vehicle licence An SPSV driver may drive for hire or reward only in a licensed SPSV There are six categories of vehicle licences Taxi Wheelchair accessible taxi Hackney Wheelchair accessible hackney Local area hackney and Limousine The requirements for vehicle licensing are described in Chapter 3 The vehicle licensing processes are described in Chapter 4 A vehicle may be licensed in only one category at any time
76. dustry 5th Edition National Transport Authority 2015 102 Lock your vehicle always lock your vehicle when you are not in it and when you are driving in isolated areas Lock the doors and close the windows while parked on the street or waiting for a customer to arrive Consider fitting an alarm or immobiliser to your car m When picking up a customer in an isolated location contact your customer by phone rather than getting out of your vehicle m When picking up a customer at night in an isolated location ask them to leave a porch or hall light on Reducing the risk of fare evasion Fare evasion customers not paying a fare is a problem faced by many SPSV drivers and it can be difficult to avoid An Garda Siochana suggests some guidelines to reduce the risk of it happening to you Ask for an exact address make sure you know the exact location of your destination before you start driving If you work with a dispatch operator tell them the destination if you are unsure about a customer s ability to pay Settle the fare inside the vehicle you are more at risk from fare evasion if you allow customers to pay their fare after they have left the vehicle Ask for a deposit if you have concerns that a customer might not be able to pay the fare you have the right to ask them for a deposit or proof of their ability to pay before accepting them as a passenger If they refuse to make an advance payment you could reasonably refuse se
77. e The vehicle must be licensed as an SPSV If it is a taxi or wheelchair accessible taxi you may stand or ply for hire only in the county or counties for which you are licensed If you hold a local area hackney driver licence you are entitled to drive only a local area hackney and to accept passengers only in the specific area for which you and the vehicle are licensed Before you drive any SPSV you must provide the Authority with details of the vehicle see Chapter 5 The SPSV driver licence What the SPSV driver licence permits If you hold a regular SPSV driver licence you are entitled to drive any category of SPSV taxi wheelchair accessible taxi hackney wheelchair accessible hackney local area hackney or limousine When driving a taxi or wheelchair accessible taxi you are entitled to stand or ply for hire only in the county specified on your driver display card When driving a local area hackney you are entitled to accept passengers only in the specific area for which the vehicle is licensed What the local area hackney driver licence permits If you hold a local area hackney driver licence you are entitled to drive only a local area hackney and to accept passengers only in the specific area for which you are licensed Period of validity An SPSV driver licence except for a local area hackney driver licence is valid for five years The renewal process is described on page 16 A local area hackney driver licence
78. e comfortable National Transport Authority The Official Manual for Operating in the SPSV Industry 5th Edition NTA 2015 74 How to give safe and appropriate help Customers with disabilities do not necessarily want assistance The most important thing is your attitude towards them Show respect to all your customers but be yourself If you are relaxed and caring you will put your customers at ease Listen carefully to what your customers say and when you do offer help give them a choice Treat them as you would wish to be treated yourself and do not patronise Keep all equipment in your vehicle in good working order Ask customers if they prefer to use an aid such as a step or ramp While operating equipment involve the customer and explain what you are doing as you go along The most important thing is to take your time and be patient Allow time at the beginning and end of a journey to get in and out of your vehicle and discuss the destination Have a pen and paper available for writing down and confirming destinations with customers particularly those who are deaf or hard of hearing The National Disability Authority has a number of recommendations on how you might help customers with disabilities to have a more comfortable journey see next page Guide dogs and assistance dogs A guide dog or assistance dog may accompany their owner free of charge Allow the owner to direct the dog themselves All guide dogs wear a harness
79. e ee teat ee ee saaeeeeeeaaeeeeesaaeeeeeeaeeeeeenaeeeesenaes 27 5 Working as an SPSV operator oo ec cceeee ee ceeeee ee eeee eter eeneeeeeseneeeeeseneaeeeseeeaeeeeeenaeees 41 6 Finding your Way around 0000 eee eeee cece ee eeeeeeeeeeeaeeeeeeaaeeeeeeaaeeeeeeaaeeeseeaaeeeeeenaeeeeeeaaes 55 T FAW OS aicadceess ceadeys Goel abet vated nad rascal cate tel eae egal oe ck aan abd at eel atau 62 8 Delivering customer Satisfaction cece cece ee ceeeeeeeeeeeeeeeeeeeeeeeseeeaeeeseneaeeeeeenaeees 68 9 Your SPSV business 2 02 00 ect sheclite needed eesbic anes ace enesbadestaesdedenesbeeaeneneadecnertidennerededseeets 83 10 Staying Sates suain E indiana does ans A A 97 11 Preparing for your test ossessioni piace cas gecesi eee teed pease ed endl en died ieee 110 Appendices A Vehicle age rules ais tecs ite iin es eee vances added eae ae 119 B Local area hackmeys cccc2isctosetiecstevntuc idian detuned ceeuedbactauedeveieuptes denies 121 C Dispatch operator licensing ccccccceceeeeeeeecee cece aiiai ata ag ii aiaia 122 The Official Manual for Operating in the SPSV Industry 5th Edition National Transport Authority 2015 iii Preface The purpose of this Manual is to help you develop the range of skills that you need in your day to day work as a driver owner or renter of a Small Public Service Vehicle SPSV Even if you are an experienced SPSV operator you will find information that will help you sta
80. e freedom of being your own boss 1 Keep good business records Everyone who is in business needs to keep records particularly records of income and expenditure You will need good records in order to help you to manage your business to make accurate tax returns and to deal with the Authority s licensing and other requirements A professional accountant can advise you on what to record and what is required by law for taxation purposes As the SPSV business is largely cash based keeping the required records is relatively simple m Keep a manual or electronic diary to record daily and weekly totals of all the fares you receive and m Keep a record of everything you spend that relates to your business fuel vehicle maintenance and accessories will be the major items here Keep all the receipts the simplest thing to do is to staple the receipts to the relevant page in your diary Keep a diary As a first step towards keeping good records use a simple diary to note down income and expenditure Do it every day otherwise you will forget Divide the page in two on the left note all your fares and on the right note all your expenses particularly fuel See the diary example below 25 July 2015 Fares Expenses receipts attached 720 Drumcondra Airport 19 Diesel Raheny 40 2 7 i 2 amp 00 Clonshaugh Wilton Place 18 Puncture repair Ringsend 10 9 00 Green Lansdowne EF i Car wash Killester 6 9 40 RDS I
81. e with SPSV legislation Investigating complaints and Prosecuting breaches of SPSV legislation The Official Manual for Operating in the SPSV Industry 5th Edition National Transport Authority 2015 84 In order to obtain or renew any vehicle SPSV driver or dispatch operator licence you must prove that your tax affairs are up to date The Authority s interest in your SPSV business however is not confined to tax compliance The Authority encourages all SPSV operators to conduct their business affairs efficiently and professionally as this will help them to build sustainable businesses that will be better able to serve the travelling public Planning to become an SPSV operator Before you decide to enter the SPSV industry there are some important issues you need to consider These issues also arise for existing operators who are considering a change or expansion of their activities You must carefully weigh the advantages and disadvantages of working in the industry Be realistic at this stage get as much information and advice as you can and decide whether or not setting up in the SPSV industry is right for you If you are well informed and well prepared you will have a far better chance of creating and running a successful business Preparation is also important if you are applying for a bank loan or credit facilities your bank manager will need to know that you have thought carefully about the decision and have built a comprehe
82. eady installed you should ask the previous owner for all the relevant documentation for example operating guides name and contact details of the supplier and when it was last verified The taximeter will need to be reprogrammed and verified with the new vehicle licence number The Official Manual for Operating in the SPSV Industry 5th Edition National Transport Authority 2015 32 Further information For further information on taximeter verification and Legal Metrology Services see www nsai ie Taxi branding All taxis and wheelchair accessible taxis must have taxi branding in the format specified by the Authority including the vehicle licence number applied to the front doors of the vehicle by a supplier authorised by the Authority _ S A list of authorised suppliers is available on the Authority s website www nationaltransport ie All taxis and wheelchair accessible taxis must be fitted with a regulation roof sign displaying m The word TAXI or TACSAI m The vehicle licence number and the words licence number or uimhir cheadunais m The area sticker or stickers indicating the county or counties in which the driver is licensed to stand or ply for hire If the vehicle is driven as a taxi by more than one driver each of whom is licensed for different counties a different roof sign may be needed for each driver m If the vehicle is licensed as a wheelchair accessible taxi the accessi
83. ed only on the vehicle specified on your licence You must get new branding for the replacement vehicle Authorised suppliers of taxi door branding offer a removal service fees may be charged Required documentation You must have the following documents to hand when calling to book the Initial Suitability Inspection for the replacement vehicle as you will need to give the details over the phone m A valid tax clearance certificate An insurance certificate for the replacement vehicle and m An NCT certificate for the replacement vehicle The requirements for these documents are the same as for a new licence application described on page 34 You will be unable to book an Initial Suitability Inspection unless your documentation is valid and verifiable online Book an appointment by calling 0761 064 000 Booking appointments may be made only by the licence holder security questions will be asked to confirm the caller s identity The Authority validates all documentation online at the time of booking and verifies your ownership of the vehicle or your legal right to use and possess it When booking your appointment you will also be required to pay the licence and inspection fees by credit or debit card Initial Suitability Inspection The Initial Suitability Inspection takes place at one of the vehicle licensing centres around the country as described on page 35 Once you have satisfied the Authority s licensing conditions and y
84. efore committing to a purchase Check the Model Report Information Guide G9 and the Initial Suitability Inspection Manual all available on the Authority s website for more details of the requirements and how the vehicle will be checked See Appendix A for the age rules A vehicle licence can be issued only to the person who is the registered owner of the vehicle or is otherwise legally entitled to the use and possession of the vehicle such as under a lease or hire purchase agreement What to do with the vehicle being replaced Before you dispose of the vehicle that you are replacing on the licence you should m Remove the tamper proof discs from the front and rear windows of the vehicle you must bring these with you to the Initial Suitability Inspection of the replacement vehicle m Ona taxi or wheelchair accessible taxi Remove the roof sign this can be used on the replacement vehicle once the change of vehicle process has been completed The Official Manual for Operating in the SPSV Industry 5th Edition National Transport Authority 2015 38 m Ona taxi or wheelchair accessible taxi Remove the taximeter and printer these can be used in the replacement vehicle but they must first be programmed and calibrated specifically for the replacement vehicle and m Ona taxi or wheelchair accessible taxi Remove the taxi branding from the front doors of the vehicle The branding includes your SPSV licence number and must be us
85. eir associated grid references The Official Manual for Operating in the SPSV Industry 5th Edition National Transport Authority 2015 58 Map features This fictional map shows many of the features you would expect to find on a town map A B c D National primary road National secondary road Regional road Main road street Other road street Pedestrian street me me me Direction of traffic one way 2 Parking Hospital Garda Post office 3 Church Railway station Ashington o Eate Togettier National School Building of note 3NV1 431504 Cinema 3 2 A 3 Gaelic grounds 4 MILL TERRACE School or college cS asor 15 CASTLE TERRACE f Z GEORGE S TERRACE no te DIGGS CLOSE ae AN Ashington 5 5 Technical College P foul Tourist office IWY NTI Fire brigade station Shopping complex Public building 10907000H Ot On How to find a location on a map To find a location on a map similar to the one shown first identify the square your location is likely to be in If necessary look up the location in the map index and get the grid reference for the square Then pinpoint your location in the square Very small streets may be indicated by number rather than name In an index the grid reference for such a street will be followed by the number in smaller type for example A28 Example number 1 To find the location of Kilbride Shopping Centre i
86. elp You should always wear a seatbelt while driving and if necessary you should remind your customers courteously of the requirement to fasten their seatbelt Remember for customers under 17 years of age it is the driver s responsibility to ensure that they wear seatbelts or are otherwise suitably restrained see Chapter 10 for more details On the right route Ask your customer where they would like to go and when practical take the shortest route to get there When there is more than one possible route check which route your customer would like to take Tell them the advantages and disadvantages of taking one route rather than another for example the route via the bypass might be longer in distance but quicker because it is not as busy as the route through town If after you have explained the options your customer chooses a route that in your opinion is not the best do not disagree with them Give them an estimate of the time and cost of their journey Things to think about when starting the journey Confirm destination and route Start taximeter taxi and wheelchair accessible taxi only Give reasonable assistance with luggage Remind passengers of their responsibility to use seatbelts Give the passenger an estimate of the journey time The right sort of communication Of course you need to talk to your customer about their destination but they may not feel like talking about anything else Respect their right
87. er licences are valid for five years It is your responsibility to know when your SPSV driver licence expires and to make arrangements to renew your licence on time Local area hackney driver licences are valid for three years and cannot be renewed The holder may however apply for a new licence The Authority sends out reminder notifications advising drivers to renew their licence early in order to ensure that their licence does not expire and that they receive their updated driver display card and smart card in time to continue working without interruption Drivers can apply for renewal of their licence up to three months before the licence expires There is no disadvantage to applying for early renewal the period of validity of the renewed licence commences immediately after the expiry of the old licence The Official Manual for Operating in the SPSV Industry 5th Edition National Transport Authority 2015 16 Requirements To renew your SPSV driver licence you must hold m A valid full Irish driving licence or equivalent m A valid SPSV driver licence An up to date tax clearance certificate The details of these requirements are the same as those for licence application as described on page 11 Renewal application To apply for renewal of an SPSV driver licence you must m Obtain a renewal application form from your local Garda station m Pay the relevant licence fee to the Authority You can do this over the phone using
88. ervice to all of their customers including those with disabilities It also looks at issues of equality and diversity and describes how customer complaints are dealt with 9 Your SPSV business Outlines the operational and financial aspects of running an SPSV business It includes details of how to maintain business records and how to ensure that you remain tax compliant together with some ideas on how to identify opportunities for maximising your income 10 Staying safe Looks at a wide range of driver and passenger safety and security issues 11 Preparing for your test Describes how the SPSV Entry Test and the other tests in the National Transport Authority s Skills Development Programme for the SPSV industry are administered It also provides some sample questions for the tests There are three appendices A Vehicle age rules Sets out the maximum age of vehicle for SPSV licensing under different circumstances B Local area hackneys Describes the requirements and procedures for licensing local area hackneys and local area hackney drivers C Dispatch operator licensing Describes the requirements and procedures for licensing SPSV dispatch operators The Official Manual for Operating in the SPSV Industry 5th Edition National Transport Authority 2015 1 The SPSV industry This chapter gives a general overview of the role of the National Transport Authority in relation to the small pu
89. es The maximum age of a vehicle that can be licensed as an SPSV depends on a number of factors including m The licensing transaction new licence renewal change of vehicle or change of licence category m The licence category taxi wheelchair accessible taxi hackney wheelchair accessible hackney local area hackney and limousine and m The licence history when it was first issued as indicated by the licence number when the vehicle was first associated with it and whether the licence category has been changed on it The age of a vehicle is measured from the date of its first registration in any country The date of first registration in any country is shown in the vehicle s registration certificate the logbook in Box B New licence transactions The maximum age of a vehicle proposed for a new SPSV licence is Licence category Maximum age Standard taxi Standard hackney Local area hackney Wheelchair accessible taxi Wheelchair accessible hackney Limousine The Official Manual for Operating in the SPSV Industry 5th Edition National Transport Authority 2015 New licences not currently available New licences not currently available 10 years 6 years 6 years No limit 119 Licence renewal transactions An SPSV licence can be renewed only until the vehicle associated with it reaches its maximum age as follows Standard taxi licence numbered below 45000 on which there has 15 years been
90. es during which it will be available for hire An application for a limousine licence relating to a modified vehicle must be accompanied by a copy of a Technical Assessor s Basic Report as described in Chapter 3 The Official Manual for Operating in the SPSV Industry 5th Edition National Transport Authority 2015 29 An application for a local area hackney licence must be accompanied by documentary evidence of the need for a local area hackney service as outlined in Appendix B Do not send your original documents Photocopies are accepted If you are not an Irish national your application should be accompanied by a declaration that the conditions of your permission to remain in Ireland do not preclude you from operating a business or being self employed in the State You may subsequently be required to produce evidence to support this Send your application along with the relevant fee and any required supporting documents to SPSV Licensing Section National Transport Authority PO BOX 436 City North Business Park Tuam Road Galway The Authority will verify your tax clearance status with Revenue You do not need to supply your TC2 certificate with your application just your PPS number If all the required information is received the Authority will process your application and respond within five working days The Authority reserves the right to return any application that has not been completed correctly and in full If
91. es to facilitate law enforcement and regulatory compliance as may be required The national register includes the following details m The name and address of the licence holder m The date on which the licence was granted Details of any suspension applying to a licence including the period of the suspension a reference to the reason for the suspension and particulars of all removals of such suspensions and m Details of the revocation of a licence and the reasons for revocation In relation to vehicle licences the register includes the following additional details m The vehicle licence number The registration number of the licensed vehicle The category of SPSV to which the licence applies Details of any changes of vehicle associated with the licence In relation to SPSV driver licences the register includes the following additional details m The SPSV driver licence number and m The county or counties for which the SPSV driver licence has been granted Public online register As required by statute a limited subset of the licence record information above is made available to the general public on the Authority s consumer facing website www transportforireland ie The Authority does not publish the address details of licence holders details of suspensions or revocations of licences or certain personal details about the licence holder on this website however it is obliged under Section 18 of the Taxi Regulation Ac
92. esponsibilities of the Authority The various consultation processes and policy documents published by the Authority and m The current membership of the Advisory Committee on Small Public Service Vehicles The importance of the SPSV industry The six categories of SPSV taxis wheelchair accessible taxis hackneys wheelchair accessible hackneys local area hackneys and limousines together play a key role in the national public transport infrastructure They are the only type of public transport service that operates a personalised service door to door 24 hours a day 365 days a year The Authority s overall objective is to ensure that the public can avail of a professional regulated SPSV service operated by professional drivers vehicle owners dispatch operators and booking services focused on providing quality customer service The Authority recognises that people operating in the SPSV industry work hard often under difficult conditions and is committed to supporting them in their efforts to deliver an excellent service to the travelling public The standards that the Authority has set for the industry aim to m Raise the quality of service provided by the industry m Increase public confidence in the service and m Enhance business opportunities for those who meet and exceed those standards The Official Manual for Operating in the SPSV Industry 5th Edition National Transport Authority 2015 4 Licensing vehicles
93. evice during the test Any breach of these rules will disqualify the candidate The results Your test is scored automatically and you get the results immediately If you pass the Authority presents you with the relevant SPSV Skills Development Certificate at the test centre on the day If you fail you are given a report and details of how to apply for a re test What you need to know for the Industry Knowledge Test This manual covers the industry knowledge you need for the Test If you study it you will learn the SPSV regulations and other topics that may be tested The questions in the table below will give you an idea of the type of questions asked in the Industry Knowledge Module of the SPSV Entry Test or in the Industry Knowledge Test Sample questions Industry Knowledge Which of the following describes a taxi standing for hire a The taxi is parked on a road b The taxi is stationary and available for hire c The taxi is in motion and available for hire d The taxi has a passenger and is on route The Fixed Payment Offence Failure to display tamper proof disc carries a penalty of 40 60 80 250 aog The Official Manual for Operating in the SPSV Industry 5th Edition National Transport Authority 2015 113 All SPSV operators must use the taxi industry portal to notify the Authority of the SPSV they will be operating a True b False How many weeks prior to the expiry date are drivers advised to renew t
94. for hire for ceremonial occasions or for corporate or other prestige purposes m For licences granted after 1 January 2013 the design gross vehicle weight must not exceed 3 500 kilogrammes m The vehicle must be a make and model specified by the Authority or otherwise approved by the Authority An acceptable vehicle list is available on the Authority s website If your proposed limousine is not on that list please ensure you confirm the vehicle s suitability with the Authority prior to purchase m If the vehicle has been modified from its original specification for example a stretched vehicle or a kit car and the assessor views the design characteristics to be unique then you must obtain a Technical Assessor s Basic Report for the vehicle before it is first licensed This must be dated no earlier than 60 days before the Initial Suitability Inspection The template for this report is available from the Authority and this template must be used The Official Manual for Operating in the SPSV Industry 5th Edition National Transport Authority 2015 26 Main requirements Documentary For details and other requirements see the evidence Initial Suitability Inspection Manual required Continuous surface Maximum slope of ramp 16 capable of supporting access ramp 300kg If detachable ramp must be suitable for handling N securely fixed when in use safely stored when not in use and permanently marked with the vehicle registration
95. for taxis Must have specialist equipment including boarding aids wheelchair anchorages and suitable seatbelts Must have the accessibility symbol displayed on their roof sign Must accommodate at least one person seated in their wheelchair and at least one other passenger at the same time Must give priority to bookings for people with disabilities m The driver must keep a record of all bookings The Official Manual for Operating in the SPSV Industry 5th Edition National Transport Authority 2015 45 Hackneys Must agree the fare to be charged in advance the fare is not calculated on a meter Must make a written receipt available to the customer see Chapter 7 Must be pre booked may not be hailed on the street or stand for hire at a taxi rank Must from the time of receipt of the notification of the hire to its completion carry a document in the vehicle showing the details of the booking name of hirer starting point and destination fare agreed m Are not permitted to use bus lanes Are not permitted to display signs or advertisements except as prescribed by the Authority m The driver must notify the Authority each time they take over the operation of a vehicle Wheelchair accessible hackneys Must adhere to the rules set out above for hackneys Must have specialist equipment including ramps wheelchair anchorages and suitable seatbelts Must accommodate at least one person seated
96. g Seatbelts and child restraint systems The law requires all drivers to wear a seatbelt Failure to wear a seatbelt while driving is a criminal offence The only exemption for SPSV drivers as for all other road users is on specific medical grounds Failure to comply leaves you open to a fixed payment penalty penalty points on your licence and prosecution in court Note that you do not have to wear a seatbelt while reversing the vehicle Any person aged 17 years or over travelling in a motor car whether in the front or the rear seat is required to wear a seatbelt It is the responsibility of your adult passengers to comply with this legal requirement but you might like to remind them of this responsibility Failure to comply leaves them open to a prosecution in court and a penalty of up to 2 000 In relation to persons under the age of 17 the situation is more complicated It is the driver s responsibility to ensure that where appropriate a person under 17 wears a seatbelt Failure to comply leaves the driver open to a fixed payment penalty penalty points and prosecution in court As seatbelts are primarily designed to accommodate adults it is only children who are at least 135cm approximately 4 feet in height who are required to wear a seatbelt in an SPSV For smaller children and babies the law normally requires special seats harnesses or restraint systems but SPSVs are exempt from this requirement Such children are
97. h operator or someone at home will be able to find out where you are at all times These devices can be connected to an alarm that you can activate in an emergency The dispatch operator can then direct the Gardai to your exact location Many mobile phones incorporate similar facilities You might also consider using an emergency radio with an open mic switch that will enable you to communicate quickly and easily with someone who can help The Official Manual for Operating in the SPSV Industry 5th Edition National Transport Authority 2015 103 Using CCTV If you wish to use CCTV equipment you should contact a legal adviser or the Data Protection Commissioner www dataprotection ie for advice and consider whether you have a reasonable basis for using such equipment for example for personal security reasons You should also check your legal rights and obligations in relation to m The storage of and access to personal data and its use as evidence in the event of a security incident and m Obtaining the customer s consent for example through signs prominently displayed in the vehicle What to do after an incident If you are the victim of an assault or robbery An Garda S och na recommends that you remain as calm as possible and do not chase the perpetrator Raise the alarm and call for help as soon as you can and call an ambulance if you are hurt Report the incident to the Garda and to your dispatch operator if
98. hands free mobile phone during the journey The end of the journey When a customer pays the fare you must give them the complete change due to them even if it is a relatively insignificant amount Ensure that you have sufficient change ready at the start of your shift In a taxi you must give a receipt printed by the printer attached to the taximeter not handwritten to all customers In a hackney or limousine you must give the customer a written receipt Offer customers help getting out of the vehicle or unloading luggage and pushchairs Things to think about at the end of the journey Give reasonable assistance with luggage Stop the taximeter taxi and wheelchair accessible taxi only Explain the fare including any extras or discounts included Offer a receipt printed in the case of a taxi or wheelchair accessible taxi Offer a business card with your contact details to help secure repeat business Remember You must maintain the appearance and comfort of your vehicle and your own presentation must be professional and polite You must give reasonable assistance with loading and unloading luggage You must not invite or allow another person to travel in the vehicle without the consent of the hirer You must drive a customer and their luggage to their chosen destination You must use the customer s preferred route or the shortest route if the customer has not stated a preference and drive at a reasonable speed
99. has advantages and disadvantages different costs and different earning potential It is important that you research the options and make choices according to what suits you best and will give you a satisfactory return for your investment and effort Careful planning in the early stages will also help to avoid problems in the future Sole trader business model This chapter focuses mainly on the business issues opportunities and problems faced by an SPSV owner driver established as a sole trader the business model chosen by the majority of operators in the industry However many of the issues raised apply equally to other business models Some other sources of useful information are listed on page 95 While the SPSV Entry Test may include some questions relating to running a business the Authority s remit does not include giving business advice to individuals Independent experts will be able to give you the best advice Talk to an accountant or someone else suitably qualified to guide you through the process of setting up and managing your own business The Authority s role in SPSV business operations The Authority is involved in a number of key activities that may directly impact your business Setting standards for the provision of SPSV services including vehicles Licensing vehicles for use as SPSVs Administering SPSV driver licences after An Garda Siochana have issued them Licensing dispatch operators Monitoring complianc
100. hat you own the vehicle or are otherwise legally entitled to the use and possession of the vehicle such as under a lease or hire purchase agreement You will also be asked to confirm your acceptance of the terms and conditions associated with the issue of an SPSV licence An appointment for an Initial Suitability Inspection will be offered only if all the documentation is valid and verified The appointment can only be offered within the time period during which all of your documents are valid The vehicle s age is calculated when an appointment is being made for its Initial Suitability Inspection An appointment will not be booked if the vehicle will fail the relevant age requirement on the date of the inspection see Appendix A Changing your appointment for vehicle licensing inspection You can cancel or reschedule an appointment for a vehicle licensing inspection without charge up to two working days before the appointment If you cancel or reschedule on the working day immediately before the appointment a late cancellation fee is charged You cannot cancel or reschedule a vehicle licensing inspection on the day of the appointment If you do not present the vehicle for inspection at the appointed time the entire fee is forfeit Step 5 Submitting the vehicle for its Initial Suitability Inspection The Initial Suitability Inspection takes place at one of the vehicle licensing centres around the country The inspection is designed
101. he design characteristics to be unique then you must obtain a Technical Assessor s Basic Report for the vehicle before it is first licensed This must be dated no earlier than 60 days before the Initial Suitability Inspection The template for this report is available from the Authority and this template must be used The Official Manual for Operating in the SPSV Industry 5th Edition National Transport Authority 2015 26 4 SPSV licensing This chapter describes the procedures relating to SPSV licensing Page m About the vehicle licence 28 m Applying for a vehicle licence 29 m Renewing a vehicle licence 36 m Replacing an expired vehicle licence 38 m Changing the vehicle on a vehicle licence 38 m Reassigning a vehicle licence on death of the licence holder 40 m Exchanging vehicle licence for one of a different category 40 m Surrendering a vehicle licence 40 The Official Manual for Operating in the SPSV Industry 5th Edition National Transport Authority 2015 27 About the vehicle licence If you want to operate a vehicle as a taxi wheelchair accessible taxi hackney wheelchair accessible hackney local area hackney or limousine that vehicle must be licensed as a small public service vehicle SPSV These licences are issued by the National Transport Authority to applicants who meet certain conditions and whose vehicles meet the required standards A vehicle licence may be held by a person individually or b
102. he vehicle is not permitted The person providing the rental must notify the Authority of the rental either using the Authority s online system or by calling the SPSV Information Line 0761 064 000 They must provide the Authority with the details of the period of the arrangement the renter s SPSV driver licence number and the vehicle registration number They must maintain a record of the vehicle licence associated with the rental agreement Maintaining operational data The Authority maintains a database of links between each licensed SPSV and its current driver It is the driver s responsibility to ensure that this information is current at all times by informing the Authority whenever they take over the operation of an SPSV If you own and operate only one vehicle and that vehicle is never operated by anyone else you need notify the Authority only once in relation to that vehicle If however a vehicle is operated by more than one driver each driver must notify the Authority each and every time they commence operating that vehicle The Authority provides a number of ways for you to keep this operational data up to date You can do it by using m The Authority s web portal https taxi nationaltransport ie m The Authority s Industry App which can be downloaded free of charge from the iTunes and Android app stores The SPSV Information Line 0761 064 000 or m The Authority s SMS service For more information on how to reg
103. heir SPSV driver licences a 6 weeks b 8 weeks c 10 weeks d 12 weeks The charge per kilometre on Tariff A Premium Rate of the National Maximum Taxi Fare is a 1 35 b 1 57 c 1 40 d 1 75 The charge per kilometre on Tariff B Premium Rate of the National Maximum Taxi Fare is a 1 35 b 1 57 c 1 40 d 1 75 The charge per kilometre on Tariff A Special Premium Rate of the National Maximum Taxi Fare is a 1 35 b 1 57 c i Io d 1 95 Which of the following is found on a Passenger Information card a Vehicle registration number b Operator s name c Taxi licence number d Changeover speed On a map with a scale of 1 450000 a distance measured on the map is a 450 times smaller than it is on the ground b 4 500 times smaller than it is on the ground c 45 000 times smaller than it is on the ground d 450 000 times smaller than it is on the ground The Official Manual for Operating in the SPSV Industry 5th Edition National Transport Authority 2015 114 What you need to know for the Area Knowledge Test In order to deliver a quality customer service SPSV operators need a comprehensive knowledge of the county in which they are operating For that reason the Area Knowledge Test is a core part of the Authority s SPSV Entry Test Existing operators intending to ply or stand for hire in an additional county must also pass this test for the additional county The Area Knowledge Test
104. heir needs are how those needs are currently being met and what type of service you could offer that would be attractive to them You should also try to find out as much as you can about the type and extent of competition you will face Is your area already well served with SPSVs and other forms of public transport If so it will be more difficult for you to make a living Think about what you can do to encourage customers to choose your service rather than another SPSV provider or another mode of transport Consider providing a fully accessible service in the area you propose to operate Look up your local directory and look for hospital listings medical centres or nursing homes and see if there is any contract work available If you already have your SPSV driver licence you might consider renting a licensed vehicle for a short while to build your understanding of the demand for services and to identify the most profitable times of operation Doing your research Consider the following questions when carrying out your research In what area would you like to operate your business m When is the peak time for business in the area in which you propose to operate m What hours would you propose to work Would you propose to operate your vehicle 24 hours a day through renting or sharing your vehicle with another licensed driver If so how would you organise additional drivers What contract work may be available in the area and how c
105. hicle licences the additional equipment needed General requirements All SPSVs must be mechanically propelled vehicles designed and constructed for carrying up to eight persons excluding the driver and weighing no more than 3 500 kilograms All SPSVs must have at least four wheels and except for some limousines all require four doors There are specific technical requirements relating to the wheelbase the track width the side to side variation in wheelbase the tyre load rating and the operation of the doors These are set out in the nitial Suitability Inspection Manual Vehicles must not be a crew cab or pick up In practice this means that the vehicles must be designed predominantly for the carriage of passengers rather than goods The Official Manual for Operating in the SPSV Industry 5th Edition National Transport Authority 2015 21 Age The age of the vehicle is important because while careful maintenance can keep a vehicle in good condition modern vehicles incorporate safety and environmental features that were not available on earlier models The maximum age of a vehicle that can be licensed as an SPSV depends on a number of factors including m The category of licence m The licensing transaction new licence renewal change of vehicle or change of licence category and m The licence history when it was first issued as indicated by the licence number when the vehicle was first associated w
106. hority will issue you with a receipt for this fee a Obtain two identical passport style photographs each measuring approximately 10cm by 7cm showing your head and shoulders and complying in other respects with standards for passport photographs m Then complete the PSV 15 18 application form and submit it to the Garda station nearest to your residence if you live outside Dublin or to the Carriage Office if you live in Dublin gt The receipt for your licence fee gt Your photographs gt Your tax clearance certificate gt Your driving licence gt Your SPSV Skills Development Certificate gt Awritten undertaking that you will not drive an SPSV for more than 11 hours on any three consecutive days gt Details of any other occupation in which you are engaged including name and address of employer if relevant and if that other occupation involves driving evidence that you have informed the employer of your intention to apply for an SPSV driver licence gt A declaration that your health does not materially affect your ability to drive an SPSV and that you are not taking drugs or medication that would be likely to impair your ability to drive safely gt A declaration that you have not been convicted of any of the offences specified in section 30 3 or the Schedule to the Taxi Regulation Act 2013 and gt Any other documents requested by An Garda S och na There are some different requirements for local area hackney
107. hould advise passengers of the alternative routes available and the likely costs and journey times associated with each If any of the alternatives involves a toll under a road authority toll scheme for example the M50 you should tell the passenger what the toll charge will be The customer is entitled to choose the route even if you disagree with their choice If the chosen route is subject to toll charges you are entitled to include the toll charge in the fare charged to the passenger Such toll charges should be recorded on the receipt If you are using an electronic tag to pay the toll it may not be obvious to the passenger what the charge is You are advised to keep a schedule of toll charges in the car so that you can show it to customers if necessary for example on the M50 or in the Port Tunnel Further information See the Authority s website www nationaltransport ie for more information on the national maximum taxi fare Discounts As a taxi driver you have the right to charge the amount calculated on the taximeter plus any permitted extras such as road tolls You must not charge more but you may charge less if you wish You should record any discount in writing on the receipt The in vehicle information card and sticker You must display the in vehicle information sticker in full near the front passenger seat where it can be easily seen by the passenger The best place is on the sun visor or the dashboard but make sure
108. il you have fully recovered The golden rule is do no harm Do not put yourself at risk by attempting heroic rescues in dangerous circumstances If you do you may reduce your ability to help others and may even make things worse The Official Manual for Operating in the SPSV Industry 5th Edition National Transport Authority 2015 105 In case of fire make your fire extinguisher available to anyone at the scene who feels confident to use it However be aware that vehicle fires can burn very fiercely they can be considerably more dangerous than they first appear Similarly make your first aid kit available to anyone at the scene of a collision who is competent to use it Further information The following organisations publish useful information on first aid and what to do in the event of a collision or emergency m The Road Safety Authority www rsa ie m The Irish Red Cross www redcross ie m The Order of Malta www orderofmalta ie and m The St John Ambulance Brigade of Ireland http sja ie Consider doing a first aid course with one of these or a similar organisation so that you can provide competent assistance in an emergency situation Handling and transporting luggage and other heavy items Many working days are lost because of injuries including back injuries caused by incorrect handling and lifting of heavy or bulky items As an SPSV driver you will frequently be asked to help customers with luggage an
109. illages national roads and motorways Travelling on the N25 from Midleton towards Youghal which of the following town or village centres would you pass through Cork a Castlemartyr Killeagh b Ballynacora Cloyne Cc Carrigtwohill Carrigtohill Glounthaune d Ladysbridge and Gortaroo Places of interest hospitals On which street is the Coombe Hospital located Dublin a Dolphin Road b Dolphin s Barn Street C Cork Street d Parnell Road Places of interest public buildings and amenities Where is Nenagh Town Hall located Tipperary a MacDonagh Street b Banba Square Cc Sarsfield Street d Kenyon Street Places of interest major landmarks and tourist attractions Which of the following is NOT a tourist attraction in Cork Cork a Derrynane House b Dursey Island Cable Car Cc Schull Planetarium d The Jameson Experience The Official Manual for Operating in the SPSV Industry 5th Edition National Transport Authority 2015 117 Urban centres street names In Clonmel which street does NOT adjoin Queen Street Tipperary St Oliver Plunkett Terrace Bolton Street William Street Cashel Road National roads and motorways Which national road connects Galway City and Headford Galway aog a N6 b N17 C N59 d N84 The Official Manual for Operating in the SPSV Industry 5th Edition National Transport Authority 2015 118 Appendix A Vehicle age rul
110. in their wheelchair and at least one other passenger at the same time Must have the accessibility symbol displayed on a passenger door Must give priority to bookings for people with disabilities m The driver must keep a record of all bookings Local area hackneys m The rules for hackneys above apply also to local area hackneys The area of operation is specified on the local area hackney licence and licence holders must not provide or advertise the provision of hackney services outside the area specified Limousines m The rules for hackneys above apply also to limousines with the exception while engaged as part of a wedding or funeral service of the requirement to carry a document showing details of the booking The Official Manual for Operating in the SPSV Industry 5th Edition National Transport Authority 2015 46 Use of taxi ranks Local authorities in consultation with An Garda S och na are responsible for planning the location of taxi ranks deciding on their size and hours of operation building and maintaining them and managing their use The Authority s role in this regard is limited to offering advice and guidelines to the local authorities Some taxi ranks are in operation permanently and full time some only at certain times of day and some only temporarily to provide service at a public event such as a concert Taxi ranks are identified In addition some ranks are provided by othe
111. inance do you have m Can you raise enough to start the business The Official Manual for Operating in the SPSV Industry 5th Edition National Transport Authority 2015 85 Creating a business plan Writing a business plan is a useful way of clarifying your reasons for getting into the SPSV business and the expectations you have for the business It will also help you to plan your activities and finances and to evaluate your performance It will almost certainly be required by your bank manager if you are applying for a loan or overdraft facilities Writing a business plan can be as simple as addressing the issues raised in the table below Business plan About me m Who you are your background your work experience Type of SPSV operation m Taxi hackney or limousine Local area hackney Standard or wheelchair accessible vehicle Vehicle and or driver or dispatch operator Who are my customers Your target customers for example city centre shoppers and workers customers requiring accessible services travellers at transport terminals corporate customers and late night revellers What makes me stand out from other SPSV operators m Distinguishing selling points such as luxury car eight seater car wheelchair accessible vehicle discounts for multiple bookings Fares How many customers you expect to have during each shift how many shifts how much customers will pay you on average for each journey Cost of each
112. is designed to ensure that you are sufficiently familiar with the county in which you wish to become licensed as an SPSV driver so that you can provide an effective and efficient service to your customers The table on the next page shows the main topics that are tested and the table on page 116 provides sample questions which will give you an idea of the type of questions asked in the Area Knowledge Module of the SPSV Entry Test or in the Area Knowledge Test Building up your knowledge Here are some tips for building up the local knowledge you will need to pass the Area Knowledge Test m Examine street and road maps to get an overall view of the main roads and districts in the county m Focus on one district at a time and use a map to identify the location of all the main roads and places of interest such as hospitals and stations as listed in the table on the next page Go out and physically explore a district armed with a map Walking or cycling may enable you to explore a district more thoroughly You might find it easier to do this at off peak times You can stop and start as you wish examine your map and read place names Pay attention to details such as one way streets culs de sac and street names and Drive around the same district you just walked or cycled around and make sure you know how to find your way around the road layouts and one way systems Drive safely refer to the map only when your vehicle is stationary
113. is valid for three years and cannot be renewed The holder can however apply for a new local area hackney driver licence Can an SPSV driver licence be transferred An SPSV driver licence or a local area hackney driver licence is issued to a specified individual and cannot be used by anyone other than that person The local area hackney driver licence The local area hackney driver licence differs from other SPSV driver licences in a number of important respects m The holder is permitted to drive local area hackneys only m The licence specifies a restricted area usually within a radius of 5 to 7 km from the holder s normal residence within which the holder can pick up passengers An applicant for a local area hackney driver licence must already hold a vehicle licence for a local area hackney A local area hackney driver licence is valid for three years and cannot be renewed The local area hackney driver licence holder can however apply for a new local area hackney driver licence See Appendix B for more information The Official Manual for Operating in the SPSV Industry 5th Edition National Transport Authority 2015 14 Driver display card Your driver display card must be clearly visible on the dashboard of the vehicle at all times when you are operating The card shows the county in which you are licensed to stand or ply for hire in a taxi or wheelchair accessible taxi or in the case of a local area hackney driver
114. ister and use these tools please visit the Authority s website The Official Manual for Operating in the SPSV Industry 5th Edition National Transport Authority 2015 44 Rules of operation The rules of operation for different categories of SPSV are summarised on these pages Taxis May be hired only when standing at an official taxi rank or while plying for hire on the street or via pre booking a May stand ata taxi rank but only while the vehicle is available for hire see page 47 m May use with flow bus lanes when operating as an SPSV see page 47 Must use a verified calibrated taximeter to calculate the fare and charge the customer either the amount so calculated or a lesser amount Must operate the taximeter on all passenger journeys Must not charge more than the National Maximum Taxi Fare Must print a receipt from the printer attached to the taximeter and offer it to the customer see Chapter 7 Must have approved branding on the front door of the vehicle and a regulation roof sign Must display the National Maximum Taxi Fare sticker in the front of the vehicle and the passenger information card in the rear m The driver should not leave a taxi unattended at a taxi rank m The driver should keep a record of all bookings m The driver must notify the Authority each time they take over the operation of a vehicle Wheelchair accessible taxis Must adhere to the rules set out above
115. ith it and whether the licence category has been changed on it The age rules are detailed in Appendix A Size of vehicle Vehicles for taxi and hackney licences standard and wheelchair accessible must meet the size requirements explained in the nitial Suitability Inspection Manual The vehicle must incorporate a luggage area of at least 420 litres secured by a guard or cover including space capable of accommodating a folded wheelchair It must be available for luggage it must not contain any other unsecured items or be dirty or damp The luggage capacity requirement may be reduced for certain vehicles such as electric or hybrid vehicles and it does not apply to vehicles associated with local area hackney licences The Authority has produced a list of vehicles by make and model that indicates whether or not a vehicle meets the size requirements This is known as the Model Report It is available on the Authority s website Before you buy any vehicle to use as a taxi or hackney you should check the Model Report and the Initial Suitability Inspection Manual to satisfy yourself that the vehicle is suitable If there is no information for the vehicle you are considering or the entry in the Model Report is incomplete you should contact the Authority for advice Windows The front windscreen must allow at least 70 per cent visible light transmission It may have a darker band at the top not exceeding 125mm in depth All passenger
116. ity 2015 19 3 Choosing a vehicle to use as an SPSV Before you buy a vehicle that you intend to use as an SPSV you should make sure that it is suitable for use as an SPSV The National Transport Authority sets the minimum criteria that must be met by all vehicles in the SPSV fleet This chapter deals with the criteria that are applied to vehicles entering the SPSV fleet for the first time either on new licences or as replacement vehicles on existing licences Page m Vehicle standards 21 m Roadworthiness 21 SPSV suitability 21 m Wheelchair accessible vehicles 23 m Limousines 26 j The Official Manual for Operating in the SPSV Industry 5th Edition National Transport Authority 2015 20 Vehicle standards The standards that apply to SPSVs are of two kinds Roadworthiness standards which relate to the maintenance and safety of the vehicle and a SPSV specific suitability standards which relate to the vehicle s specification age condition and comfort and for wheelchair accessible vehicle licences the additional equipment needed Roadworthiness A vehicle must pass the National Car Test NCT roadworthiness test before it can be licensed as an SPSV This is the same test as private motor cars are required to pass the difference is that vehicles to be licensed as SPSVs must pass the test before they are first licensed and before each licence renewal There is one exception to this an NCT is no
117. ive away quickly if necessary m Arrange a code word agree a pre arranged code word that you can use on a two way radio or mobile phone to warn a dispatch operator or some other contact person that you have or suspect that you may have a problem m Keep a spare key carry a spare key to your vehicle in your pocket Then if someone takes the keys from your ignition or takes your vehicle and abandons it a short distance away you will still be able to recover the vehicle and drive for help Reducing the risk of robbery As an SPSV driver you will usually have cash in your vehicle which makes you more vulnerable to robbery An Garda Siochana recommends a number of steps you can take to reduce the risks Avoid carrying large amounts of cash deposit cash at a bank or leave it in a secure place at home while on a break during your shift Do not show or tell your customers how much cash you have when they are paying for a fare customers should only be able to see a small amount of your money for change keep the rest of your takings hidden If a customer asks about your working day do not tell them that you have had a busy or long shift Do not display valuables keep all valuables such as wallets and mobile phones hidden Expensive looking jewellery or watches could make you more vulnerable to an attack Remove items such as SatNav or phone equipment when you leave your vehicle The Official Manual for Operating in the SPSV In
118. ive licence holder see page 29 it is important that the names be identical You do not need to supply the certificate as this is verified online at time of booking The Official Manual for Operating in the SPSV Industry 5th Edition National Transport Authority 2015 34 Insurance You must have a valid original certificate of insurance in the name of the prospective licence holder again it is important that the names be identical stating the vehicle registration number and specifying that the vehicle is covered for use as an SPSV m An NCT certificate for the vehicle you propose to license issued within 90 days of the date of your inspection appointment You do not need to supply the certificate as this is verified online at the time of booking and A copy of the Technical Assessor s Full or Basic Report if relevant see Chapter 3 The Authority validates most documentation online during the licensing process Booking the Initial Suitability Inspection Book your Initial Suitability Inspection by calling 0761 064 000 You must have your insurance tax clearance and NCT certificates to hand when calling to book your Initial Suitability Inspection as you will need to give the details over the phone The booking must be made by the person applying for the licence security questions will be asked to confirm your identity The booking agent will verify your insurance tax clearance certificate and NCT details and check t
119. ivers m Pursue the continued development of a qualitative and customer orientated licensing system regulatory code and standards for small public service vehicles small public service vehicle licence holders and small public service vehicle drivers m Oversee the development of a professional safe efficient and customer friendly service by small public service vehicles and their drivers m Encourage and promote competition in relation to services including fares offered by small public service vehicles m Have due regard to the protection of service users and providers alike The Official Manual for Operating in the SPSV Industry 5th Edition National Transport Authority 2015 2 Promote measures to facilitate increased integration of taxi services in the public transport system m Promote the development of high quality cost effective services by small public service vehicles and their drivers which meet a wide range of customer needs including those of passengers with mobility or sensory impairments m Promote access to and the availability and affordability of small public service vehicles by persons with disabilities and m Encourage investment to support and enhance the services offered by small public service vehicles and to promote innovation in this regard The responsibilities and legal powers of the Authority in relation to SPSVs Regulation The Authority may make regulations and set standards in relation to the
120. k in a unique customer service business that offers a 24 hour door to door public transport service The nature of the business means that you are constantly dealing face to face with customers most often in the confined space of your car Operating in this environment presents many customer service challenges and the opportunity to deliver a quality service that will be appreciated by your passengers It is one of the Authority s objectives to ensure that all SPSV operators provide a professional efficient safe accessible and customer friendly service to their passengers The Authority supports SPSV users in a variety of ways including Aconsumer app Driver Check that enables SPSV users to confirm the details of an individual driver and vehicle prior to or during a trip downloadable from the Apple App store for iPhone and iPad or Google Play store for Android devices m The Authority s website www transportforireland ie which provides consumer information relating to SPSVs and other public transport services It provides the simplest and quickest means for customers to report exemplary service or make a complaint and m The Authority s SPSV Information Line 0761 064 000 is available to provide SPSV users with information on all aspects of the service Customers can also use this channel to report exemplary service or make a complaint Customers with disabilities or specific requirements are also an important focus of the Autho
121. l maximum taxi fare is set out in law in a Maximum Fares Order the latest such Order came into law on 30 April 2015 When does a taxi journey start For taxis and wheelchair accessible taxis there is sometimes confusion about when exactly the hire starts and when the taximeter can be started The table below clarifies the situation How taxi is engaged When hire starts When to start the taximeter By taking a passenger The hire starts You are entitled to start the taximeter when you from a taxi rank or in when you agree to agree to take the passenger for example response to being take the passenger before you help the passenger with luggage hailed on the street In response to a pre The hire starts You are entitled to start the taximeter if you are booked request see when you present at the agreed place at the agreed time not page 65 yourself to the earlier Any delay caused by the passenger at customer at the the beginning of the journey is calculated on the agreed time taximeter as a time based charge Similarly any delay in the course of the journey for example to pick up additional passengers is also calculated on the taximeter How taxi fares are calculated The maximum fares that taxis and wheelchair accessible taxis can charge are regulated by the national Maximum Fares Order The national maximum taxi fare is programmed into the taximeter that must be installed in all taxis and wheelchair accessible t
122. le to pay the fare Behaviour m Customer behaviour should be civil and orderly Customers must not damage or dirty the vehicle consume food or drink in it or smoke in it A soiling charge is payable by passengers who dirty or damage a taxi to the extent that it has to be taken out of service or will have to be cleaned or repaired m Customers should comply with any reasonable request by the driver to leave or not to enter the vehicle Safety m Customers should not ask the driver to carry more passengers than the maximum number shown on the tamper proof licence disc Customers should not ask the driver to break any road traffic legislation for example to exceed the speed limit Aspects of good customer service Delivering good customer service means looking after your customers from the moment they engage you to the end of their journey Professional presentation The appearance and comfort of your vehicle and your own professional presentation are very important in determining the customer s experience of your service m Keep your vehicle clean and tidy and store your own belongings away from the customer seats You should aim to maintain your vehicle at all times at the standard required for the Initial Suitability Inspection mu Make sure the customer information is clearly displayed inside the vehicle Keep your vehicle in good repair and repair any faults quickly Professional presentation An SPSV driver
123. licence the area in which you are licensed to accept passengers While operating a taxi or wheelchair accessible taxi you are permitted to stand or ply for hire only in the county specified on your driver display card You can of course drive a passenger to a destination outside this area and you are permitted to accept pre booked journeys from other counties However if you want to stand or ply for hire in more than one county you will need to pass the Area Knowledge Test for each additional county If you pass the Area Knowledge Test for more than one county you receive a driver display card for each one Then if you are standing or plying for hire you should display the card that relates to the county in which you are operating Local area hackney drivers may accept passengers only within the area specified on their driver display card although they may drive a passenger to a destination outside this area Driver display card yellow for drivers who have not yet obtained the Authority s certification 5 x Uderas Naisiunta ompei Kaona Aastticnt Trans ony forireland A Driver display card green for local area hackney drivers Driver display card purple for drivers who have obtained the Authority s certification TIOMANAI DEIMHNITHE The Official Manual for Operating in the SPSV Industry 5th Edition National Transport Authority 2015 15 Smart card You must carry y
124. licensing control and operation of SPSV drivers vehicles renters dispatch operators and booking and other services Licensing Licences are granted only to SPSV drivers vehicle operators and dispatch operators or other booking services who meet the required standards It is illegal to operate in the SPSV industry without the appropriate licence or licences Compliance The Authority monitors the industry to ensure nationwide compliance with the law It investigates complaints from the public and where necessary administers fines or prosecutes for breaches of the SPSV legislation Consumer and industry information The Authority provides a range of information services to the public and the industry and operates a complaints process and a commendation scheme Skills development The Authority is responsible for ensuring that SPSV operators meet high standards of knowledge and skill so that consumers can be confident of receiving quality services Policy development The Authority is committed to ensuring that SPSV services integrate into the overall public transport system that adequate services are available nationally and that people with disabilities can access suitable services In developing policy the Authority works closely with Government departments and agencies with local authorities and with An Garda S och na to ensure that issues affecting SPSV services are taken into account in the development of national regio
125. lish listen to them carefully and avoid interrupting them unless you need to clarify something Summarise what they have said to show you understand Do not pretend to understand if you do not it is much better to say that you do not understand and ask them to repeat what they said Your main priority is to get your customer to the correct destination Make a note If you are not sure you have understood the destination the customer wants to go to write it down or use diagrams or maps to confirm the destination It might also be helpful to keep a few illustrated tourist maps in the vehicle Further information For further information about equality legislation see the Irish Human Rights amp Equality Commission s website at www ihrec ie The Authority is working with the Immigrant Council of Ireland to help eradicate racism The Immigrant Council of Ireland provides a range of supports to people who have experienced or witnessed racism See www immigrantcouncil ie National Transport Authority The Official Manual for Operating in the SPSV Industry 5th Edition NTA 2015 80 Dealing with complaints Most customers are happy with the journeys they take in taxis hackneys and limousines On the rare occasions when they are not happy with the standard of an SPSV service or vehicle or if they feel they were overcharged or unreasonably refused service they can make a complaint The Authority handles complaints that relate
126. lm m Listen let unhappy customers speak and listen carefully Show them you are listening and let them see that you understand the source of their anger or impatience Try to resolve any issue in an amicable manner Refer the matter if all else fails tell unsatisfied customers they are entitled to make a complaint to the National Transport Authority and give them the number of the SPSV Information Line 0761 064 000 Give them your driver and vehicle licence number If customers ask you to carry more passengers than the maximum number permitted in your vehicle as shown on the vehicle s tamper proof licence discs explain that it is against the law for you to do so Suggest that they take two SPSVs If they repeat the request refuse to take the passengers and safely drive away Similarly drive away or ask customers to leave your vehicle if they insist on asking you to break other regulations for example to exceed speed limits or to park illegally National Transport Authority The Official Manual for Operating in the SPSV Industry 5th Edition NTA 2015 82 9 Your SPSV business This chapter deals with some of the things you need to know about when you are operating an SPSV business Page a Working in the SPSV industry 84 m The Authority s role in SPSV business operations 84 Planning to become an SPSV operator 85 m Selecting the right business model for you 89 Promoting your business 89 m Running
127. lowed to operate In particular note the following m The renewal date for your SPSV driver licence You should apply to have it renewed at least six weeks before the expiry date The expiry date of your vehicle licence You can start the renewal process up to 60 days before the vehicle licence expires m The renewal date of your insurance policy While your insurance company or broker will almost certainly send you a reminder it is a criminal offence to drive an uninsured vehicle The expiry date of your motor tax disc it is unlawful to drive an untaxed vehicle The expiry date of your standard driving licence The expiry date of your tax clearance certificate The expiry date of your NCT test certificate Remember that keeping these things up to date involves other people and organisations and can sometimes be delayed If you start the process in good time you reduce the risk of your licences becoming invalid with consequent loss of earnings and possible penalty charges For example it can take 48 hours for Revenue or NCT information to update the system that enables the Authority to verify your tax or NCT status and when you change your vehicle or other details on an insurance policy it can be a week before you receive the new documents 2 Remain tax compliant As a self employed person you must register for tax with the Revenue Commissioners and you are obliged to pay any tax reckonable on your income every year by 31 Octobe
128. m they may not necessarily go to a taxi rank Mobile phone apps for booking taxi or hackney services have increased customer expectations in this respect Standing out from the competition Being available when customers need you is a very important part of any SPSV service An SPSV service should also offer Value for money A comfortable journey for all passengers Safe and legal driving A clean properly serviced and valeted vehicle Door to door delivery to wherever customers want to go Whatever assistance customers need with luggage and entering or leaving the vehicle and Polite and courteous service The Official Manual for Operating in the SPSV Industry 5th Edition National Transport Authority 2015 90 All of these features combine to give customers a very good reason to call you again Giving them a receipt or business card with your contact details will make it easier for them to call you than to look for another SPSV in the phone book or even on the internet However to become and remain a successful business you need to go one step further and consider how you can give your customers a compelling reason to call you rather than another SPSV operator What can you do to make a customer s journey more enjoyable more comfortable better value safer more efficient or even more entertaining To begin with choose just one of these features and concentrate on applying it to your business Advertising and promotion
129. m Garda stations Towns and villages You will need to know the location of all towns and villages within your operating area in relation to all regional and national routes Questions in the test may reference towns and other locations in counties bordering on the county being tested For example an applicant in Kilkenny might be asked about routes to Waterford City or New Ross Sample questions Area Knowledge The table below shows the type of question you can expect in the Area Knowledge Module of the SPSV Entry Test or in the Area Knowledge Test Urban centres one way streets Thomas Davis Street runs one way between which of the following streets Dublin John Dillon Street to Francis Street Francis Street to Meath Street Francis Street to John Dillon Street aog Meath Street to Francis Street Urban centres districts Taking the most direct route from Blackrock to Merrion Square which of the following districts would you pass Dublin a Booterstown Merrion and Ballsbridge b Booterstown Mount Merrion and Donnybrook Cc Stillorgan Mount Merrion and Donnybrook d Merrion Sandymount and Irishtown The Official Manual for Operating in the SPSV Industry 5th Edition National Transport Authority 2015 116 Urban centres housing estates Off which road in Arklow is The Maples housing estate located Wicklow a Dublin Road b Sea Road Cc Coolgreaney Road d Wexford Road Towns and v
130. mage whatsoever arising out of or in connection with the use of this Manual The Official Manual for Operating in the SPSV Industry 5 Edition National Transport Authority May 2015 All information and graphics in this Manual are the copyright of the National Transport Authority No part of this document may be copied or reproduced without prior permission Requests for permission should be directed to the National Transport Authority at info nationaltransport ie This material is authorised for use in a bona fide educational context for the individual user All unauthorised use reproduction or alteration of this material is prohibited Any breach of good faith will result in the producers taking appropriate legal action to protect their intellectual property and other rights National Transport Authority dar s N is nta lompair D n Sc ine D n Sc ine Harcourt Lane L na Fhearchair Dublin 2 Baile tha Cliath 2 Information Line 0761 064 000 L ne Eolais 0761 064 000 www nationaltransport ie www nationaltransport ie The Official Manual for Operating in the SPSV Industry 5th Edition National Transport Authority 2015 ii Contents 1 The SPSV ind stry cescnscccencniiiiini inn ieee Sates esenned EE 1 2 SPSV driver licensing serra a ENa E A ENAERE EEEE 10 3 Choosing a vehicle to use as an SPSV 00 0 ccc eee ee eeeee ee teeeeeeeteneaeeeteeeaeeeseenaeees 20 4 SPSV licensing oo eect ee eee te ee eee atte eee ae e
131. make a nomination by completing a Form S15N The nominee will be recorded against the vehicle licence specified on the form In the event of the death of the licence holder the nominated person so recorded may then apply to the Authority to continue to operate the licence The person applying to operate the licence must satisfy all the conditions that apply to a person applying for a new SPSV vehicle licence If the application is successful the nominated person becomes the holder of the licence and may renew and operate it as normal Exchanging a vehicle licence for one of a different category The holder of a standard taxi licence when changing their vehicle can apply to exchange their licence for a wheelchair accessible taxi licence provided that the replacement vehicle meets the required accessible standards The original licence number remains unchanged Similarly licence holders who have previously exchanged a standard taxi licence for a wheelchair accessible taxi licence can apply to revert to a standard taxi licence The original licence number remains unchanged The age rules that apply to such changes of licence category are outlined in Appendix A Surrendering a vehicle licence When a vehicle licence is surrendered it is permanently and irreversibly deactivated A vehicle licence should therefore be surrendered only by a vehicle licence holder who intends that the licence is never operated again Before doing so you should
132. n is properly licensed Information on licensed dispatch operators can be found on the Authority s website www nationaltransport ie Two way radios The Commission for Communications Regulation ComReg licenses two way radios It is illegal to operate a two way radio without a licence See www comreg ie for details Assisting customers with disabilities Understanding different types of disability Many people with disabilities are frequent users of SPSVs There are different types of disability and they can make travelling in SPSVs difficult in different ways If you know something about the various types of disability you will be better able to give SPSV users the help they need when they need it Types of disabilities include a Physical disabilities that affect a person s ability to move Sensory disabilities that may affect a person s ability to communicate for example impaired sight hearing or speech m Learning disabilities that affect a person s ability to learn Mental health problems that affect a person s behaviour and m Hidden disabilities that may not be readily apparent for example arthritis diabetes and epilepsy These disabilities may make it more difficult for a passenger to get into and out of the vehicle or may prevent them from understanding what others are saying or from making themselves understood In each case a driver who is aware and sensitive can help and make the passenger feel mor
133. n the sample district map The map s street index tells you that Kilbride Shopping Centre is located in grid reference C2 The map legend tells you that buildings of note are marked as red shapes In the square labelled C2 on the map Kilbride Shopping Centre is marked as a red shape The Official Manual for Operating in the SPSV Industry 5th Edition National Transport Authority 2015 59 Example number 2 To work out on the sample district map a route from Ashington Technical College on James Street to Kilbride Train Station The map s street index indicates that James Street is located in grid reference B5 and the station is marked in the map by an larnr d Eireann Irish Rail symbol in square D1 One of the most direct routes is Head south on James Street as this is indicated on the map as a one way street Take a left onto Reilly Road and continue towards Shop Street Turn left onto Shop Street and head north Turn right onto Peter s Street Follow Peter s Street and turn left onto Station Road and Kilbride Station is located at the top of Station Road on your left Using technology for route planning While a good knowledge of the operating area is essential for every SPSV operator a number of technologies are available to help you plan your route and find your destination More traditional sources include travel updates on the radio and telephone information services newer technologies include online route pl
134. n to your regular driving licence 2 Alicensed SPSV The vehicle must be licensed to operate in one of the six categories of SPSV The vehicle licence must be valid and in date 3 A valid certificate of insurance The vehicle must be insured to operate as an SPSV 4 A valid certificate of roadworthiness The vehicle must have a current NCT certificate 5 Tax clearance You are required to maintain your tax clearance status throughout the period of your licence and to provide the Authority with a Tax Clearance Certificate on request 6 Driver to Vehicle Link You are required to provide the Authority with details of the SPSV you are driving at all times The Authority maintains a record of each licensed SPSV and the driver currently associated with it This is described further in Chapter 5 Further information Contact the Authority s SPSV Information Line on 0761 064 000 Visit the website at www nationaltransport ie The SPSV Skills Development Programme Every successful business invests in ongoing training and skills development The SPSV business which operates in a constantly changing and challenging environment and relies heavily on personal skills will prosper only if it too makes this kind of investment The Authority s Skills Development Programme for SPSV operators as set out in this Manual is designed to help you develop the range of skills that you will need to operate in the SPSV industry on a day to day ba
135. nal and local policies It also works towards ensuring that the interests of the wider community are reflected in the Authority s own policies and standards The Authority will continue to ensure a fair regulatory process which strikes a balance between the needs of the consumer and those of the licence holder The Official Manual for Operating in the SPSV Industry 5th Edition National Transport Authority 2015 3 Advisory Committee on Small Public Service Vehicles The Advisory Committee on Small Public Service Vehicles often referred to as the Taxi Advisory Committee is appointed by the Minister for Transport Tourism amp Sport to advise the Authority or the Minister as appropriate in relation to issues relevant to SPSVs and their operators The Advisory Committee represents the interests of a wide range of stakeholders nationally including m SPSV operators and drivers Local authorities An Garda Siochana Consumers Persons with disabilities Businesses Older persons Tourism interests Competition interests Specialist experts The Authority refers key issues that are relevant to SPSVs to the Advisory Committee for advice which the Authority then considers in arriving at final decisions The Authority is however not bound to act on the advice received from the Advisory Committee Further information See the Authority s industry website www nationaltransport ie for more information regarding m The functions and r
136. nation across nine grounds m Gender a Marital status m Family status m Age m Disability Sexual orientation m Religion Race Membership of the Traveller community This legislation prohibits bullying harassment including sexual harassment and victimisation It also requires you to do all that is reasonable to accommodate the needs of a person with a disability This involves providing special treatment or facilities in circumstances where without these it would be impossible or unduly difficult for a customer to avail of the service For further information in relation to your duties in this area please visit the Irish Human Rights amp Equality Commission website at www ihrec ie Your right to equal and fair treatment You have the right to refuse to carry or request to leave any customer who in your judgement is behaving in a disorderly or offensive manner It is also a customer s responsibility to behave in a civil and orderly manner and to comply with any reasonable request you make to leave your vehicle It follows that if someone subjects you to discrimination or harassment based on any of the nine grounds listed above you have the right to ask them to leave your vehicle or to refuse to take the hire in the first instance You can also report racist incidents to your local Gardai Your customer s right to equal and fair treatment You must treat all your customers with respect Any behaviour that could be interpreted as
137. ne else or who provides a service that enables intending passengers to arrange the hire of an SPSV themselves The Taxi Regulation Act 2013 gives the Authority the power to regulate and license dispatch operators Persons who wish to provide SPSV booking services are required to obtain a dispatch operator licence from the Authority This requirement does not apply to booking services for limousines The requirements and standards for an SPSV dispatch operator licence The dispatch operator must m Have a valid tax clearance certificate This is the TC2 certificate obtainable from the local Revenue office which confirms that the applicant s tax affairs are up to date Note that the name on the certificate must be identical to the name on the licence application this can be an individual or a company Maintain up to date records of all drivers affiliated to the dispatch operator including vehicle and driver licences and insurance records m Keep a record of all bookings received m Provide the Authority with the contact information used for booking SPSV services including any trading name used or proposed to be used m Have a procedure for recording and dealing with complaints and a Pay the relevant licence fee to the Authority The Official Manual for Operating in the SPSV Industry 5th Edition National Transport Authority 2015 122 Drivers and vehicles Dispatch operators who have drivers affiliated to them m
138. ng during the previous three years the Authority may require you to sit and pass the relevant Area Knowledge Test prior to renewing your licence Mandatory disqualification If you have been convicted in Ireland or elsewhere of any of the offences that are specified in the Schedule to the Taxi Regulation Act 2013 you are disqualified from holding an SPSV driver licence in some cases for life in other cases for specified periods of time You are required to notify An Garda Siochana of any such conviction If you are disqualified for this reason you can apply to the appropriate or relevant court to have the disqualification lifted If you believe you may be affected by this it is strongly advised that you consult the legislation and seek legal advice The Official Manual for Operating in the SPSV Industry 5th Edition National Transport Authority 2015 51 Fixed payment offences The principal fixed payment offences at time of publication are set out below Other offences may be categorised as fixed payment offences from time to time Fixed payment offences SPSV operators Removal or attempted removal of tamper proof disc from a small public service 80 vehicle Failure to display tamper proof disc 80 Failure to display required driver identification 60 Failure to notify details of small public service vehicle being operated 40 Fixed payment offences vehicle equipment
139. nsafe Although the Authority does not enforce regulations that relate to road safety or smoking in the workplace it is important for you to be aware of these regulations and to understand the benefits of complying with them as they directly affect your working life In addition to the Authority there are a number of organisations responsible for setting and enforcing the safety and security regulations that apply to you as an SPSV operator Area of responsibility Further Information An Garda Siochana Vehicle safety regulations including the Local Garda stations use of mobile phones while driving nationwide Road and traffic legislation www garda ie Criminal incidents theft robbery and assault Road Safety Authority Vehicle standards regulations other than www rsa ie those issued by the National Transport www rulesoftheroad ie Authority Driving standards Health and Safety Enforcement of the Safety Health amp www hsa ie Authority Welfare at Work Act 2005 and associated legislation Health Service Compliance with smoke free workplace www hse ie Executive legislation Operating in accordance with the legislation and the associated regulations has benefits both for your customers and for you Maintaining an excellent standard of health and safety is a crucial factor in offering a first class professional service A safer journey means a better customer experience and that increases your chance of repeat business and m
140. nsive and realistic business plan You need to decide what type of SPSV you want to operate taxi wheelchair accessible taxi hackney wheelchair accessible hackney local area hackney or limousine All of these modes of transport can operate 24 hours a day 365 days a year From time to time the Authority may temporarily limit the issuing of new licences to one or more categories of SPSV in order to improve the services available to the public Details of any such measure are published on the Authority s website and will be made available to all applicants through the licensing process At the time of publication of this manual new applications for vehicle licences are being accepted only for wheelchair accessible taxis wheelchair accessible hackneys local area hackneys and limousines Have you considered the following Overall plan What is your overall plan for your business How do you want it to develop Market Have you identified a market for your SPSV business How will you promote your services Vehicle u What type of vehicle do you need and how much will it cost a Remember it may be more expensive to run and maintain an SPSV than a private vehicle See Chapter 3 for requirements Operating costs versus profit m Have you calculated your expected running costs and made an estimate of your income Will you be able to generate sufficient surplus to pay yourself enough to live on Finance a What f
141. nt by card This fee must not exceed the actual cost to the operator of accepting card payments and must not be greater than 5 of the fare calculated in accordance with the national maximum taxi fare No minimum fare may be set for payment by credit or debit card These extra charges are listed on the in vehicle information card and sticker They are discretionary the driver can choose to impose them or not However if extra charges are likely to be significant the driver should make them clear to the customer in advance Charges for booking and for extra passengers where charged are recorded on the taximeter The Official Manual for Operating in the SPSV Industry 5th Edition National Transport Authority 2015 64 An extra charge must not be imposed for carrying luggage or an assistance dog Booking fees An SPSV driver may charge a booking fee of 2 for any method of engagement other than engaging at a taxi rank including at an airport or other transport station or terminal or hailing in the street as summarised below You may charge a booking fee for m A booking made by telephone email smartphone app fax text or letter or m A booking made through a telephone call or a personal visit to a dispatch operator s office You may not charge a booking fee if A customer hails you in the street or A customer engages you at a taxi rank including an airport or other transport terminal rank Road tolls You s
142. nterior lights The standard interior lights must be operational Temperature control The vehicle must be capable of maintaining a passenger compartment temperature of 20 C while the outside temperature is 5 C Bull bars A bull bar is a supplementary bumper or similar separate structure at the front of the vehicle If such equipment is fitted it must comply with EC Regulation 78 2009 EC Wheelchair accessible vehicles Wheelchair accessible taxis and wheelchair accessible hackneys must be constructed or converted specifically to accommodate at least one person sitting in a wheelchair and at least one other adult passenger When no wheelchair is carried the vehicle must be capable of accommodating three adult passengers Wheelchair accessible vehicles must also have specialist equipment including m Wheelchair ramps or lifts m Approved restraints for wheelchairs and passengers travelling in wheelchairs and m The internationally recognised accessibility symbol on the roof sign wheelchair accessible taxi or door wheelchair accessible hackney All wheelchair accessible vehicles are essentially modified vehicles and the structural changes need formal certification Licences are issued only for vehicles that meet the standards explained in the Authority s Initial Suitability Inspection Manual available on the Authority s website www nationaltransport ie and summarised on the next page These standards must be certified by a
143. oking name and contact details of hirer starting point and destination fare agreed at all times from the time of receipt of the notification of the hire to its completion Hackney and limousine drivers should keep records that show m The journeys they have taken m The fares they charged for the journeys and m The receipts they issued The Authority can ask to see these records at any time The driver of a hackney or limousine must make a receipt available to the passenger on completion of the journey as illustrated below Receipt pate 15 02 2015 Receipt Number 1804 R EC El PT SPSV Licence No S4321 Reg No 1S1D 33332 SPSV Licence No in aiT nE A AEE a RES aeae sheana Serre aS aioe 2251 Reg No a AEE TLA E E A AEE EA AT ae 11 03 2015 Total Dist km Total 830 00 Signature Signature Aa Sample hackney receipt Sample limousine receipt Receipts are not required for journeys in hackneys or limousines by passengers availing of pre existing payment accounts or for journeys in limousines hired for weddings or funerals The Official Manual for Operating in the SPSV Industry 5th Edition National Transport Authority 2015 66 Getting paid At the end of the journey a tis your right to get paid the correct fare and m Itis your customer s right to be charged the correct fare Taxi fares are calculated on the taximeter The driver may at his her discretion offer a discount on the metered fare but may not cha
144. on or formal warning or Proceed to prosecution You should keep a detailed record of any incident that may result in a formal complaint you will then be able to refer to this record later if you are questioned about an incident If the Authority receives three or more complaints relating to a driver s knowledge of the area in which he she is operating the Authority may require the driver to sit and pass the relevant Area Knowledge Test prior to renewing the licence Further information The Authority s consumer website www transportforireland ie has information on how to make a complaint regarding SPSV services National Transport Authority The Official Manual for Operating in the SPSV Industry 5th Edition NTA 2015 81 Dealing with difficult customers While most of your customers will be polite and friendly at some stage you will probably have to deal with difficult customers Some customers may be impatient rude demanding or simply indecisive Remember that you can only control your own behaviour although your own behaviour could influence someone else s Here are a few tips m Interact greet your customers at the start of a journey and be friendly towards them It is more difficult for them to be unpleasant to you if you are friendly towards them m Stay calm and controlled avoid disagreeing with or raising your voice to customers If you stay calm and speak clearly you may also encourage your customer to remain ca
145. on unnecessarily National Transport Authority The Official Manual for Operating in the SPSV Industry 5th Edition NTA 2015 79 Operating an SPSV in a diverse Ireland In the course of your work as an SPSV operator you will meet people who now live and work in Ireland and who come from a wide variety of cultural and ethnic backgrounds Similarly you might be one of the first people that a newly arrived visitor from another country meets or you yourself might have recently come from another country In every case best practice includes giving excellent service to customers from all backgrounds cultures and countries Operating an SPSV in a diverse Ireland Communicating with your customers Customers whose first language is not English may get frustrated if they cannot express what they want to say or tell you clearly where they want to go Be patient It will help customers with little knowledge of English to understand if you speak slowly and clearly using simple short sentences pausing after each sentence Do not shout or speak in an exaggerated tone as this will not make it any easier for customers to understand you Watch your language It is best to avoid using very colloquial language Expressions such as how s the craic or we could cut through the Park may not be easily understood by someone from outside Ireland and may cause confusion Time to listen If your customer is not very proficient in Eng
146. or and refer the complaint to the Authority only if they fail to resolve it with the dispatch operator Dispatch operators must make their complaint records available to the Authority on request Applying for an SPSV dispatch operator licence To apply for a dispatch operator licence download Form DO1 Application for a Dispatch Operator Licence and its associated guidance note from the Authority s website You must complete and return the form to the Authority along with a current tax clearance certificate and the licence fee Send them to SPSV Licensing Section National Transport Authority PO Box 436 City North Business Park Tuam Road Galway The Official Manual for Operating in the SPSV Industry 5th Edition National Transport Authority 2015 123 Changing details on a dispatch operator licence Changing your address or contact details If you change your address you are required to inform the Authority within 14 days either in writing or by calling the SPSV Information Line 0761 064 000 This is important to ensure that you receive correspondence from the Authority regarding your licences the Authority takes no responsibility if you do not receive important correspondence because you have not registered a change of address Changing the name on your licence If your name changes or the name on your licence is incorrect or the name on your licence does not exactly match that on your Tax Clearance Certificate y
147. or verification it cannot be verified and you will have to make a return visit which will incur extra cost Can the taximeter be easily reprogrammed if a new fare structure comes into effect How much does reprogramming cost m What are the operating costs receipt rolls printer ink etc What after sales service is offered by the supplier Installing a taximeter If you buy a vehicle for use as a taxi or wheelchair accessible taxi you must have a taximeter installed and programmed before you present your vehicle for the Initial Suitability Inspection The taximeter must be programmed with the vehicle registration number the vehicle licence number and the current fare structure including correct time and date Once the vehicle has passed the Initial Suitability Inspection and the licence has been issued you should make an appointment with Legal Metrology Services to arrange verification and sealing of the taximeter You should keep the letter confirming your appointment to have it verified in the vehicle until the taximeter is sealed It is possible to remove a taximeter from one vehicle and install it in another such as for example when changing the vehicle on a licence but the program and the verification are unique to the car and licence combination In this case you need to have the taximeter reprogrammed and verified for the new vehicle If you buy a vehicle that has been previously licensed as a taxi and has a taximeter alr
148. ore income Looking after your own safety and that of your customers Avoiding driver fatigue According to the Road Safety Authority driver fatigue is a contributory factor in as many as one in five collisions An over tired driver is not a good driver and you should plan your shifts carefully to make sure you get enough sleep and avoid fatigue Whenever you have a short break you should take a quick rest get some fresh air or stretch your legs When you apply for an SPSV driver licence you give a formal undertaking that you will not drive or use an SPSV for more than 11 hours on any three consecutive days The Official Manual for Operating in the SPSV Industry 5th Edition National Transport Authority 2015 98 This means that if for example you drive or use an SPSV for more than 11 hours on Monday and again on Tuesday you may not do so again on Wednesday and you must not have done so on the previous Sunday You may drive on the Wednesday but it must be for less than 11 hours Safer driving Always drive with care and consideration for fellow road users In particular watch out for vulnerable road users such as pedestrians cyclists and motorcyclists As an SPSV driver you are on the road much more than the average road user you are probably more experienced than most and you see all sorts of road behaviour both good and bad Developing good driving habits will pay in terms of your own safety and that of your passengers an
149. ou can have the name on your licence changed Any change of name or trading name must be notified to the Authority within 14 days To effect such a change download Form VL7 Change of Name on an SPSV Licence complete it and send it to the Authority along with a copy of your passport or birth certificate Any significant change in name such as a change of name following marriage may require further supporting documents Note however that this process cannot be used to transfer a licence from one person to another Remember that when your licence comes up for renewal the name on your renewal application must exactly match that on your Tax Clearance Certificate If the name on your licence is correct and you wish to amend the name on your Tax Clearance Certificate you should contact your local Revenue office Renewing an SPSV Dispatch Operator Licence Approximately 8 weeks before the expiry of your licence the Authority sends you a renewal letter and a renewal application form DO2 You must complete and return the form to the Authority along with a current tax clearance certificate and the renewal fee Send them to SPSV Licensing Section National Transport Authority PO Box 436 City North Business Park Tuam Road Galway The Official Manual for Operating in the SPSV Industry 5th Edition National Transport Authority 2015 124
150. ou should avoid relying exclusively on any one Printed resources m OSI maps m AA Ireland maps Internet resources m Google Maps m Trip Advisor Google Street View a Citizens Information a OSI maps online m Irish Rail a AA ireland route planner a Garda ie Discover Ireland An Post The more you use maps the easier they become to use Most maps present information in a standard way and once you have used one you will find that others are easy The more common features of maps are described on the next pages The Official Manual for Operating in the SPSV Industry 5th Edition National Transport Authority 2015 56 Place names Cities and larger towns are usually written in bigger or bolder letters or in capital letters Scale and scale bar The scale of the map tells you how to convert distances on the map into real distances For example if the scale is 1 450000 that means that everything on the map is 450 000 times smaller than it is in reality In other words a distance of 1cm on the map represents 4 5km on the ground Maps usually have a scale bar so you can visualise the distances on the map Scale 1 450 000 1cm 4 5km 0 5 10 15 20 25 30 35 Map distances In some cases maps include distances in miles or kilometres measured between two markers The example below indicates the distance in kilometres between Kells and Navan ie See oe NAVAN Standard symbols Standa
151. ould you secure contract work Are there dispatch operators in the area and what are their commercial arrangements Is there an online booking service that operates in your area Should you consider operating the business in partnership with another person How could you promote your business in the area Financial planning To see whether the business you are considering is viable develop a set of financial projections that is as comprehensive and as precise as possible This is not as complicated as it sounds You should start with a list of the costs you are likely to incur and then figure out when they are likely to arise Start by grouping them by the frequency with which you think they will occur The Authority generally conducts a review of the Taxi Cost Index the underlying basis for the National Maximum Taxi Fare every two years this contains helpful cost and operational information that can form the basis of your cost projections Once you have this projection of expenditure you can work out how much you need to make on a monthly or weekly basis to cover the cost of operating the business You will also be better able to predict when the peaks in your expenditure are likely to occur and determine your need for overdraft or loan facilities to deal with them The Official Manual for Operating in the SPSV Industry 5th Edition National Transport Authority 2015 87 Projected expenditure for typical SPSV operator Start up costs
152. our smart card with you at all times when you are operating as an SPSV driver Driver smart card yellow for drivers who have not yet obtained the Authority s certification Uimhir chead nasa Aitheantas Tiom na Driver ID Driver smart card purple era for drivers who have D ta aga Ainm Name L 3 4 obtained the Authority s 18 DECEN a yee E K certification loggs Unita chai MEURT Z00000 D ta aga green for local area a a 14 2014 Zi hackney drivers Driver ID requirements To comply with SPSV regulations while operating as an SPSV driver you must Display your driver display card clearly on the dashboard of the vehicle and m Carry your driver smart card at all times Area stickers SPSV Regulations stipulate that the driver of a taxi or wheelchair accessible taxi must display an area sticker on their roof sign The area sticker is a silver coloured sticker with a one or two letter code denoting the county in which the SPSV driver is licensed to stand or ply for hire Multiple stickers can be affixed if the driver is licensed for more than one county It is the driver s responsibility to ensure the correct area sticker is affixed to the operational roof sign Drivers who fail to display the appropriate area sticker while standing or plying for hire may incur a fixed payment penalty Renewing your SPSV driver licence SPSV driver licences except local area hackney driv
153. our vehicle has passed the Initial Suitability Inspection the licence details are updated and the Licensing Inspector applies tamper proof licence discs to the front and rear windows of the replacement vehicle The licence period for the replacement vehicle starts from the date of its Initial Suitability Inspection irrespective of the expiry date of the licence for the previous vehicle Remember You must not begin operating the replacement vehicle as an SPSV before you have completed the change of vehicle licensing process Taximeter verification and sealing taxis and wheelchair accessible taxis only Once the vehicle has passed the Initial Suitability Inspection and the licence has been issued you should make an appointment with Legal Metrology Services to arrange verification and sealing of the taximeter You should retain any verification appointment letter in the vehicle until the taximeter is verified and sealed See page 32 The Official Manual for Operating in the SPSV Industry 5th Edition National Transport Authority 2015 39 Reassigning a licence on death of licence holder Section 15 The holder of an SPSV vehicle licence may nominate a person who in the event of the licence holder s death may apply to the Authority to continue to operate the licence This facility is available only for licences held by individuals it is not available for licences held by corporate entities The first step for the licence holder is to
154. ousines A person who is permitted to remain in Ireland as the holder of an Immigration Stamp 2 student visa issued by the Irish Naturalisation and Immigration Service of the Department of Justice amp Equality is not permitted to hold an SPSV vehicle licence nor may they rent a licensed vehicle to operate as an SPSV nor with effect from 1 January 2015 may they work as a taxi driver either as an employee or in their own right Such students may not engage in self employment The Official Manual for Operating in the SPSV Industry 5th Edition National Transport Authority 2015 28 Applying for a vehicle licence There are five steps in applying for and obtaining a licence for an SPSV a Step 1 Getting the right vehicle Step 2 Submitting the application Step 3 Equipping the vehicle in accordance with SPSV regulations Step 4 Preparing for the Initial Suitability Inspection and Step 5 Submitting the vehicle for its Initial Suitability Inspection Step 1 Getting the right vehicle A vehicle licence can be issued only to a person who is the registered owner of the vehicle or is otherwise legally entitled to the use and possession of the vehicle such as under a lease or hire purchase agreement To obtain a licence to operate a vehicle as an SPSV the vehicle must be Roadworthy You must have a NCT certificate of roadworthiness for the vehicle This must be issued no more than 90 days before your Ini
155. r You are required to provide the Revenue Commissioners with details of all your income from whatever source The Authority requires you to maintain your tax clearance status throughout the period of your licence and you must have an up to date tax clearance certificate TC2 to hold or renew your SPSV driver licence or vehicle licence The Authority periodically shares information with the Revenue Commissioners the Department of Social Protection and other relevant agencies in relation to its law enforcement function How to register for tax When you start in business you must register for tax by filling in the appropriate registration form To register you must have a Personal Public Service Number PPS number If you are an Irish national you probably already have one otherwise you can obtain one by registering with the Department of Social Protection How to pay income tax As a self employed sole trader you are required to pay income tax through the self assessment system This involves submitting a return of your income each year the amount by which your The Official Manual for Operating in the SPSV Industry 5th Edition National Transport Authority 2015 93 sales income has exceeded your costs and paying the appropriate taxes on it While you are not required to submit annual accounts to the Revenue you are required to keep records of all income and payments and you must include extracts from your accounts with your tax retu
156. r Ireland before starting to drive epee Ingy provide routing mrormaNan on a Voice commands may be display screen and may provide voice distracting or irritating to apps instructions GPS apps are available for smart phones These have much the same functionality as sat navs passengers Maps may not be up to date Danger of confusing places with the same or similar names Lack of knowledge of local traffic conditions but may be helpful in indicating one way streets Further information The AA lists details of its traffic and travel broadcasts on its AA Roadwatch website www aaroadwatch ie closures Dublin City Council www dublincity ie Dublin City FM LiveDrive 103 2FM Dun Laoghaire Rathdown Council www dircoco ie Cork City Council www corkcorp ie The websites of many other local councils also provide information on road works and The Official Manual for Operating in the SPSV Industry 5th Edition National Transport Authority 2015 61 f Fares This chapter deals with how the fare is calculated and charged for each journey The Official Manual for Operating in the SPSV Industry 5th Edition National Transport Authority 2015 62 Taxi fares In 2006 to assist in the development of taxi services nationally the whole country was designated as a single taximeter area and a national maximum taxi fare was introduced to ensure that fares are transparent and predictable The nationa
157. r bodies on their own by this sign premises such as airports For some of these ranks drivers are required to obtain a permit and pay a fee that allows them to stand for hire at the rank Taxis standing at an official taxi rank must be available for hire m Drivers should not leave a taxi unattended at a taxi rank Customers have the right to choose which taxi they hire they do not necessarily have to hire the first taxi in the queue A taxi may be hailed and hired by a customer in close proximity to a taxi rank Hackneys and limousines are not permitted to stand for hire at a taxi rank and No extra charge is payable by customers for hiring a taxi from a rank Use of bus lanes by taxis The Road Traffic Regulations 1997 permit taxis in the course of business to use normal with flow bus lanes A taxi can use a normal with flow bus lane only while it is operating as an SPSV carrying a passenger on the way to pick up a pre booked customer or plying for hire Taxis must not use bus lanes if they are not operating as an SPSV for example driving home at the end of a shift travelling on personal business or transporting only goods and not passengers Taxis are not allowed to use contra flow bus lanes in which traffic travels in the opposite direction to the traffic beside it under any circumstances Hackneys and limousines are not permitted to use bus lanes Using your roof sign You must have your roof sign in pl
158. r identification and relevant documentation have been validated your personal belongings are stored in a secure locker and you are taken to a workstation to complete the test The Official Manual for Operating in the SPSV Industry 5th Edition National Transport Authority 2015 112 Taking the test To take the test you use a mouse or a touch screen to answer questions that are presented to you on a computer screen Each question is presented along with a number of alternative answers In some cases only one of the answers presented is correct and you are asked to select the answer you think is correct by clicking on or touching your chosen option In other cases you are asked to identify which two of the answers presented are correct by selecting them in the same way Before the test starts a short demonstration will show you how to answer the questions You do not need to be able to use a computer to take the test Within each group of questions you can cancel and change your answers and if you skip a question you can go back and answer it before proceeding to the next section Once you finish a section however you cannot go back so you should ensure you have reviewed all questions in the section before proceeding Conduct during the test All tests are monitored by an invigilator and recorded on CCTV Candidates must not confer with one another must not refer to any written material and must not use a mobile phone or other d
159. rd symbols show the location of landmarks such as schools hospitals railway stations parks and shopping centres A key or legend explains what the symbols on a map mean If you do not know what a symbol means check it in the legend Motorways and roads Different types of roads are marked in different colours and thicknesses Bigger roads are thicker motorways are blue national primary roads are usually green national secondary roads are usually alternating green and white _ _ Motorway National primary road _ NI R750 National secondary road Regional road _ _ _ _ _ _ _ _ _ Main road street Road under construction Other road street Pedestrian street city maps The Official Manual for Operating in the SPSV Industry 5th Edition National Transport Authority 2015 57 Grid The index to a road map generally identifies places by their grid reference on a particular page This is a way of helping you to identify each square on the map Usually the areas between horizontal lines have numbers and those between vertical lines have letters In this example the blue square is identified as E5 corresponding roughly to County Wexford and this combination of letter and number is the grid reference for that square BS Be Se eee ee County Wexford Index In town or city maps the index contains a list of all streets on the map and th
160. rge more than the metered fare See Discounts on page 65 Hackney and limousine fares are agreed in advance between the driver or dispatch operator and the customer Staying compliant The Authority s compliance officers will investigate complaints or reports of non compliance in relation to SPSV fares and charges They may impose fixed payment penalties for offences relating to fares and charges as described in Chapter 5 Complaints may be submitted through the Authority s website www transportforireland ie The Official Manual for Operating in the SPSV Industry 5th Edition National Transport Authority 2015 67 8 Delivering customer satisfaction This chapter deals with the topic of customer service Page m The Authority s role in customer service 69 Good customer service is good business 69 m Thecustomer s rights and responsibilities 70 Aspects of good customer service 71 Assisting customers with disabilities 74 Diversity and equality 78 Dealing with complaints 81 Dealing with difficult customers 82 National Transport Authority The Official Manual for Operating in the SPSV Industry 5th Edition NTA 2015 68 The Authority s role in customer service As an SPSV operator you are in the service business and it is very important that you deliver an efficient safe and quality service both for the sake of your customers and for the sake of your business SPSV operators wor
161. rity s statutory objectives and the Authority is constantly examining ways to make SPSV services more accessible to all passengers Good customer service is good business Customers have the right to expect their SPSV service to be delivered in a professional manner When you treat your passengers politely efficiently and with respect they will have a more comfortable and pleasant journey and are more likely to book your services again to be generous with tips and to recommend you to family friends and work colleagues Delivering good customer service also means that you will have fewer complaints to deal with and be better able to handle difficult customers This will help to reduce some of the potential stress of being an SPSV operator National Transport Authority The Official Manual for Operating in the SPSV Industry 5th Edition NTA 2015 69 The customer s rights and responsibilities A customer has certain rights and responsibilities these are summarised on the information card displayed in the vehicle The customer s rights Fares and receipts Taxi drivers may not charge more than the fare calculated on the taximeter even with a prior written agreement and must offer customers the printed receipt for the journey which contains specific information m Drivers may not charge more than the agreed fare and must make available to the customer a written receipt containing specific information hackney and limou
162. river can be charged with the offence However it always remains the driver s responsibility to ensure that the vehicle he or she is operating complies with the regulations irrespective of who holds the vehicle licence or who owns the vehicle All SPSVs must m Have an active vehicle licence as shown on the tamper proof licence discs Have the tamper proof licence discs displayed in the front and rear windows of the vehicle Exception vintage vehicles in the limousine category that are over 30 years old are exempt from the requirement to display a rear disc Be fully roadworthy it is illegal to operate with a faulty vehicle Carry the required safety equipment see Chapter 3 for full details and Not carry more passengers than indicated on the tamper proof licence discs In addition taxis and wheelchair accessible taxis must have A taximeter calibrated and verified with the current National Maximum Taxi Fare and connected to a working printer m A regulation roof sign and Approved taxi branding applied to its front doors In addition wheelchair accessible taxis and wheelchair accessible hackneys must have m The required wheelchair equipment installed and functioning correctly In addition wheelchair accessible taxis must have m The accessibility symbol displayed on the regulation roof sign In addition wheelchair accessible hackneys must have m The accessibility symbol displayed on a passenger door Tamper
163. rns Your accounts are subject to random inspection by the authorities for up to six years after filing Under the Revenue s Pay and File system you must file a tax return online or by post and pay tax by 31 October each year By this date you must File your tax return for the previous year m Pay any balance of tax due for the previous year and m Pay your estimated tax preliminary tax for the current year To avoid interest charges the amount paid as preliminary tax must be 90 or more of your final liability for the current year or 100 of your final liability for the previous year Your tax liabilities including preliminary tax liabilities include income tax self employed PRSI Pay Related Social Insurance and Universal Social Charge each of which is calculated as a percentage of your income VAT Passenger transport services are exempt from standard VAT rules As an SPSV operator you provide a VAT exempt service This means that you do not charge VAT on the service you provide However it also means that you are not entitled to reclaim VAT on any taxable business purchases for example your taximeter or roof sign Motor tax A vehicle that is licensed as an SPSV and is used for purposes incidental to SPSV use and for no other purpose is eligible for a reduced rate of motor tax A vehicle that is licensed as an SPSV but is not used solely for that purpose is required to pay the full rate of motor tax For further inform
164. rst granted Note It is a serious offence to operate a vehicle as an SPSV without an active vehicle licence A conviction for this offence attracts a maximum penalty of 5 000 The licence can be renewed up to 60 days before its expiry date The new licence period starts the day following the expiry of the old licence so there is no disadvantage in renewing early There is however a significant additional fee payable for licences that are renewed late after their expiry date see Replacing an expired vehicle licence page 38 An exception applies to vehicles licensed as limousines that were first registered before 15t January 1980 Licences for such vintage limousines are renewed for twelve months The Official Manual for Operating in the SPSV Industry 5th Edition National Transport Authority 2015 36 A vehicle licence can be renewed only for the person who is the registered owner of the vehicle or is otherwise legally entitled to the use and possession of the vehicle such as under a lease or hire purchase agreement Vehicle licences in most SPSV categories will be renewed only for vehicles that meet the age requirements described in Appendix A As a licence holder you are advised to allow adequate time to prepare for renewal of your licence You need to obtain the necessary documentation and to arrange a Licence Renewal Assessment As a courtesy the Authority notifies the licence holder by letter or by ele
165. rvice If you do ask for any advance payment the amount should not be more than what you expect the metered fare for the journey to be and if the metered fare turns out to be less than the deposit you must refund the difference to the passenger Do not chase fare evaders do not put your own personal safety at risk for the sake of a lost fare Do not take any action that might be deemed to be illegal do not attempt to detain a passenger by force or take them anywhere they do not want to go If there is a problem simply call the Gardai and ask the passenger to remain with you until the Gardai arrive Using security equipment There are a number of products and safety devices that can reduce risk for SPSV drivers For example you could fit a safety screen that will protect you from attack by someone in the rear seat of the vehicle Or you could install an additional rear view mirror that enables you to see the entire width of the rear seat at once You can get additional protection by installing a security camera to record events inside your vehicle Where the quality of such devices is sufficiently high evidence from them may be used in court If you intend to fit a camera you should make sure that you comply with data protection legislation and that you respect your customers rights to privacy Some global positioning systems GPS allow your position to be tracked If you use a navigation device that has this capability your dispatc
166. s you need to allow a contingency amount to cater for the unexpected The Official Manual for Operating in the SPSV Industry 5th Edition National Transport Authority 2015 88 Selecting the right business model One of the most important decisions you must make when starting a new SPSV business or expanding an existing one is to choose whether to operate as a sole trader or to form a private limited company Each of these business models has benefits and drawbacks and you should seek independent expert advice before deciding on which business model to use Building up and promoting your business Whatever type of SPSV business you decide to set up vehicle operator driver or dispatch operator you will need to think carefully about how you design and promote your business a process usually referred to as marketing While market research is important in planning to set up as an SPSV operator as mentioned above marketing should continue after you are up and running When you are running a business it is easy just to concentrate on the day to day activities However it is also important to spend time on activities that will keep your business going in the long term and secure your future Depending on what part of the country you operate in and what times of day you operate you might find that you have enough work to achieve your business aims In other circumstances however you might need to think of ways of advertising an
167. s a hackney licence Chapter 4 It can be renewed only until the third anniversary of the date it was first granted After that an operator who wishes to continue to operate the vehicle as a local area hackney must make a new application with documentary evidence in the same way as described above Applying for a local area hackney driver licence To apply for a local area hackney driver licence the requirements are similar to those described in Chapter 2 with the following additions and exceptions 1 You must first hold a local area hackney vehicle licence 2 You must provide evidence that your application relates to the area for which the local area hackney licence was granted 3 You are not required to pass the SPSV Entry Test Renewing a local area hackney driver licence Local area hackney driver licences are granted for a period of three years and are not renewable A driver who wishes to continue in operation must make a new application with documentary evidence in the same way as described above The Official Manual for Operating in the SPSV Industry 5th Edition National Transport Authority 2015 121 C Dispatch operator licensing This appendix describes the licensing requirements and procedures that apply to SPSV dispatch operators Requirements for operating as an SPSV dispatch operator A dispatch operator is a person who provides a service for taking bookings for SPSV services that are delivered by someo
168. s for obtaining an SPSV driver licence 11 m The procedure for applying for an SPSV driver licence 12 m The procedure for renewing an SPSV driver licence 16 m The rights and responsibilities of an SPSV driver 18 There are two bodies involved in the SPSV driver licensing process m An Garda S och na the national police service of Ireland as the SPSV driver licensing authority is responsible for gt Making SPSV driver licence application forms PSV 15 18 available at Garda stations gt Administering applications received gt Vetting applicants to assess their suitability and gt Where appropriate granting and renewing SPSV driver licences m The National Transport Authority is responsible for gt Administering the SPSV Entry Test gt Processing SPSV driver licence fees gt On receipt of the SPSV driver licence from An Garda S och na issuing the SPSV driver identification cards that an SPSV driver must have with them at all times while operating and gt Maintaining the SPSV driver licence register as described in Chapter 1 Note that with effect from 1 January 2015 a person who is permitted to remain in Ireland as the holder of an Immigration Stamp 2 student visa issued by the Irish Naturalisation and Immigration Service of the Department of Justice amp Equality is not permitted to work as a taxi driver either as an employee or in their own right Such students may not engage in self employment The Official Man
169. se some customers pain If a customer has poor hand coordination it may take them longer to pay you the fare The Authority strongly encourages vehicle licence holders and operators of wheelchair accessible vehicles to complete a recognised disability awareness training course Such training is currently obligatory in some circumstances such as obtaining a wheelchair accessible vehicle grant when such grants are available and may become a general requirement in the future How to assist customers travelling in their wheelchairs Do not presume that a customer with a wheelchair needs assistance but do ask them if they need help If you are talking to a customer at the beginning or end of a journey sit kneel or bend down at their level When a customer with a wheelchair is entering your wheelchair accessible vehicle you must m Always use the ramp and position it correctly Ask motorised wheelchair users if they want to drive up the ramp themselves Assist customers with manual wheelchairs in going up the ramp Position the wheelchair facing either forwards or rearwards inside the vehicle and never sideways Connect the restraints to the wheelchair and the passenger correctly and comfortably and m Ask the customer to apply the wheelchair brakes National Transport Authority The Official Manual for Operating in the SPSV Industry 5th Edition NTA 2015 77 When a customer is leaving your wheelchair accessible vehicle make s
170. shboard for other possible faults in particular those relating to brake or engine management systems Other items to check include Fluid levels check fluid levels including battery and brake fluid and top them up if necessary Battery terminals and cables clean if corroded Hoses and belts replace if damaged Brakes inspect for signs of wear and tear including the handbrake and always investigate any brake noises or change in pedal travel Horn check it is working Exhaust system listen out for changes in exhaust noise Fixing emission control components early for example catalytic converters will save money in the long run m Shock absorbers worn shock absorbers can be both dangerous and uncomfortable Be aware of changes in the car s feel especially in relation to bumps and investigate any unusual noises from the suspension system Further information AA basic car checks www theaa com breakdown cover basic car checks html The Official Manual for Operating in the SPSV Industry 5th Edition National Transport Authority 2015 49 Keeping costs down If your vehicle is regularly serviced and well maintained the engine is likely to operate at its best As advised by the AA you can also reduce your fuel consumption and maintenance costs as well as giving your passengers a more comfortable journey by observing a few simple guidelines Drive as smoothly as possible and brake gently wherever
171. sine only Unreasonable refusal of service m Taxi drivers may not unreasonably refuse service for journeys of 30km or less This will occasionally mean that you must take a passenger for only a very short journey Customer service ma SPSV operators should be courteous helpful and neatly dressed SPSV operators should have a good working knowledge of major routes and destinations and should follow any direction or route chosen by the passenger SPSV drivers must offer reasonable assistance with luggage The vehicle must be clean and roadworthy Regulations SPSV drivers must display their driver identification card and the in vehicle information card in clear view of the customer Ata taxi rank the passenger may choose to travel in a taxi other than the one at the head of the queue Guide dogs assistance dogs mobility aids SPSVs must carry guide dogs assistance dogs and mobility aids at no extra charge for passengers who need them National Transport Authority The Official Manual for Operating in the SPSV Industry 5th Edition NTA 2015 70 The customer s responsibilities Fares Customers are required to pay the full metered fare or agreed fare including booking fees and other permitted extras where appropriate for each hire taxi only Customers must agree the fare before the journey begins hackney and limousine only The driver may request customers to give a deposit or to show proof that they are ab
172. sing Inspector updates the details on the Register of Licensed SPSVs removes the old tamper proof discs and applies new tamper proof discs to the front and rear windows of the vehicle The vehicle may then be operated as an SPSV in the category to which the licence applies A licence certificate is then issued to the person presenting the vehicle for renewal Do not remove the tamper proof discs from the vehicle yourself If for any reason you do not have the tamper proof discs you should contact the Authority on 0761 064 000 prior to the Licence Renewal Assessment as the renewal cannot be completed unless they are surrendered to the Licensing Inspector Tamper proof discs remain the property of the Authority at all times Replacing an expired vehicle licence If your vehicle licence expires you may within 12 months of its expiry date apply to have it replaced Exception a local area hackney licence cannot be renewed or replaced after three years from its original first issue date There are additional fees for replacing an expired licence It is not possible to replace any vehicle licence that has expired for more than 12 months Changing the vehicle on an SPSV licence You can change the vehicle associated with an SPSV licence provided the replacement vehicle is roadworthy suitable for use as an SPSV and suitably equipped as described in Chapter 3 It is your responsibility to make sure that the vehicle will meet these conditions b
173. sis The Authority is committed to developing and maintaining a comprehensive Skills Development Programme in line with international best practice The Official Manual for Operating in the SPSV Industry 5th Edition National Transport Authority 2015 7 ma If you are a new applicant for an SPSV driver licence you must complete the Skills Development Programme and pass the SPSV Entry Test which includes both the Industry Knowledge Module and the Area Knowledge Module m If you already hold an SPSV driver licence you are encouraged to take the Industry Knowledge Test m If you already hold an SPSV driver licence and you wish to stand or ply for hire in a county other than the one in which you were originally licensed you will be required to take the Area Knowledge Test for that county In addition you may be required to sit and pass the Area Knowledge Test before your licence is renewed if during the previous three years the Authority receives three or more complaints relating to your area knowledge SPSV operators undoubtedly do a difficult and demanding job in which they can feel constantly challenged and tested The Authority believes that the information in this Manual will help them to deal with some of these challenges National SPSV registers licence database Under Section 18 of the Taxi Regulation Act 2013 the Authority is required to maintain a national register of licences which the Authority makes available to other agenci
174. ssenger compartment is more than 230mm from the ground an access step is required See www engineersireland ie Accredited Courses The Official Manual for Operating in the SPSV Industry 5th Edition National Transport Authority 2015 Main requirements Documentary For details and other requirements see the evidence Initial Suitability Inspection Manual required Continuous surface Maximum slope of ramp 16 capable of supporting access ramp 300kg If detachable ramp must be suitable for handling N securely fixed when in use safely stored when not in use and permanently marked with the vehicle registration number Seat height and Specified minimum and maximum for seat height N legroom width and clearance Internal and entrance Adequate targeted or localised lighting is required at lighting entrance steps signage and floor areas and money N slots in any dividing screen Window glass Must be clear at least 70 visible light sat N transmission Handholds Must be provided in the vicinity of the doors steps and central pathways Must be in a colour that N contrasts with adjacent surfaces and approximately circular in cross section and 35mm in diameter User manual Must cover both the vehicle and any specialist y equipment in it Before you buy a vehicle for use as a wheelchair accessible SPSV you should check that the vehicle meets these standards and that this can be verified by a qualified Te
175. stracting and puts you your passengers and other road users at risk You could be prosecuted for dangerous driving careless driving or driving without due care and attention You are strongly advised not to use your phone while driving even if it is equipped with a hands free system If you need to use the phone stop the car where it is safe and legal to do so and then answer or make the call and read or send text messages The Road Safety Authority recommends the following guidelines while driving m Never attempt to write notes Never try to look up a number on your phone m Never engage in long complicated emotional or stressful conversations While the use of two way radios is not explicitly prohibited it can be distracting or dangerous and could leave you open to prosecution Smoking A vehicle that is taxed as an SPSV is legally considered to be a place of work and therefore under the Public Health Tobacco Amendment Act 2004 smoking is prohibited in it at all times This means that neither you nor your passengers may smoke in the vehicle whether or not it is in operation as an SPSV at the time The same Act requires that a sign must be displayed in your SPSV stating that smoking is not permitted in the vehicle It is the owner and or person in charge of the SPSV who is responsible for ensuring compliance If the vehicle is not taxed as an SPSV the prohibition on smoking applies while the vehicle is in operation as an SPSV
176. t 2013 to supply details including address details of any licence holder on receipt of a written request for a certificate of information Any such request must be accompanied by the relevant fee The Official Manual for Operating in the SPSV Industry 5th Edition National Transport Authority 2015 8 The information published on the Authority s consumer facing website transportforireland ie includes the following m SPSV driver licence information m Vehicle licence information SPSV driver licence number The holder s name Vehicle licence number Licence type Vehicle registration number The holder s name Licence status and Licence expiry date Licensed areas of operation Licence status and Licence expiry date VVVV V VVVV VV m Dispatch operator information Dispatch operator licence number Company name Contact name Licence status and Licence expiry date VVVV V Contacting the Authority You can contact the Authority in a number of ways By phoning the SPSV Information Line 0761 064 000 By email taxis nationaltransport ie m Through the Contact Us form on the Authority s industry website contactus nationaltransport ie By post National Transport Authority Dun Sc ine Harcourt Lane Dublin 2 The Official Manual for Operating in the SPSV Industry 5th Edition National Transport Authority 2015 2 SPSV driver licensing This chapter sets out Page The requirement
177. t of the vehicle only where it is safe to do so and warn them of any potential hazards Similarly be aware of any danger posed to other road users including pedestrians and cyclists by alighting passengers Mobile phones Holding a mobile phone while driving is an offence It is unsafe because it prevents you from concentrating fully on your driving For that reason it is illegal when you are driving to hold a mobile phone in your hand or to support it with another part of your body for example between your head and shoulder You are permitted however to make emergency calls to 999 or 112 Drivers charged with reading or sending a text message or email while driving face a compulsory court appearance and may be fined up to 1 000 for a first offence and up to 2 000 and or three months in prison for a third or subsequent offence within a twelve month The Official Manual for Operating in the SPSV Industry 5th Edition National Transport Authority 2015 99 period This applies even if the phone is held in a cradle in the car There is no option to take the lesser punishment of penalty points on this offence Smartphone apps used by booking services to notify a driver that a fare is waiting allow a driver to accept a fare by pushing a button and display details of the pick up location and a map of how to get there are not currently impacted by these regulations Using a hands free kit with your phone is not illegal but it is di
178. t required for a vehicle that is less than three months old and that has travelled less than 3 000 kilometres The Road Safety Authority RSA sets the criteria used to assess the roadworthiness of all road vehicles testing is carried out by National Car Testing Services NCTS The NCT Test Manual and information on the test procedures are available on the NCTS website at www ncts ie To find out how to book an NCT roadworthiness test visit www ncts ie When booking your NCT you should specify that the test is for the purpose of SPSV licensing The NCT certificate must be issued no earlier than 90 days prior to the Initial Suitability Inspection see below SPSV suitability The Authority has developed a comprehensive and detailed set of standards with which all vehicles operating in the industry must comply These are explained in the Authority s nitial Suitability Inspection Manual which is available online at www nationaltransport ie The primary aim of these standards is to ensure the quality of vehicles in the SPSV industry They include minimum standards for age size accessibility and comfort All SPSVs are tested for suitability before they are first licensed as SPSVs and again prior to renewal of the vehicle licence The criteria used in suitability testing depend on the vehicle licence category and when the licence was first issued They include the vehicle s specification age and condition and for wheelchair accessible ve
179. te The test consists of 36 questions and lasts approximately 35 minutes You should allow an extra 20 minutes for a tutorial at the beginning and a survey at the end of the test Test administration Applying for a test SPSV tests can be taken in any one of five test locations around the country and you can arrange to take your test at a time and location that is convenient When you feel that you are sufficiently prepared you can apply for a test by calling 0761 064 000 You will need Your contact details Your PPS number a A full Irish driving licence or a driving licence from another EU EEA or other recognised state and m The test fee which can be paid by credit or debit card cheque or postal order If you have any special requirements please specify them at the time of booking There are various options available to assist candidates with special reading needs in taking the test You can apply to have extra time to take your test or request one to one assistance For further information please call 0761 064 000 or visit www nationaltransport ie Your test appointment When your application has been processed you are notified by email or post of the date time and location of your test and reminded of the documentation that you must take with you to the test Before the test When you arrive at the test centre your identification is checked bring your current driving licence with you for this purpose Once you
180. that indicates the type of guide dog they are guide dogs for the blind have a white and yellow reflective strip older harnesses may have an orange reflective strip assistance dogs for families of children with autism have a blue harness Guide dog owners and assistance dog owners will often carry an ID card giving their name and the name of their dog Guide dog for the blind Assistance dog National Transport Authority The Official Manual for Operating in the SPSV Industry 5th Edition NTA 2015 75 Recommendations from the National Disability Authority Speak clearly do not shout or raise your voice unless a customer asks you to do so Determine an exact drop off point for your customer If you find it difficult to understand the customer or you think the customer has difficulty understanding you write down the destination and ask the customer to confirm it Ask customers if they want help never presume as this might come across as patronising Give them a choice and follow their requests Look at your customers and involve them in your actions Explain what you are doing as you secure equipment for example as you attach a wheelchair restraint Do not take aids such as walking sticks and crutches from customers unless they ask you to Avoid touching wheelchairs and other aids unless you need to in the course of assisting customers Help customers to fasten their seatbelts if they say they want help Drive c
181. the application is approved the Authority sends you a Conditional Offer letter which specifies a five digit provisional licence number For taxis and wheelchair accessible taxis this number is required for programming the taximeter and purchasing the matching roof sign and taxi branding The Conditional Offer is specific to the vehicle identified in the application and valid for 90 days during which you must complete the other steps in the licensing process Note The Conditional Offer is not a licence to operate the vehicle as an SPSV Step 3 Equipping the vehicle in accordance with SPSV regulations Safety and passenger communication equipment All SPSVs are required to carry the following safety and passenger communication equipment at all times a A fire extinguisher with a capacity of at least 2kg of dry powder or equivalent complying with EN3 standard as shown on its label in date and stowed safely in the vehicle a A first aid kit that complies with DIN13164 standard or a comparable kit recommended by the Health amp Safety Authority Some of the items in the kit may have a Use By date and these will need to be replaced from time to time All items should be in date at the time of inspection a Ahigh visibility reflective safety vest that complies with EN471 standard as shown on its label a An advance warning triangle to ECE Regulation 27 standard A working handheld torch A pen and paper to help you communicate
182. the standard driving disqualification plus a further three to five years Careless driving Dangerous driving Driving under the influence of an intoxicant Being in charge of a vehicle under the influence of an intoxicant Failing to provide a specimen You are required to notify An Garda S och na immediately of any relevant conviction If you have received a mandatory disqualification you can apply to the appropriate or relevant court to be allowed to apply for an SPSV driver licence or to have the revocation of an existing licence lifted You are required to notify both An Garda S och na and the Authority if you wish to appeal a mandatory disqualification If you believe you may be affected by this it is strongly advised that you consult the legislation and seek legal advice Licences and ID cards When your application for an SPSV driver licence has been processed and approved An Garda S och na issues you with an SPSV driver licence and informs the Authority Your paper licence is sent to you directly from the Garda Siochana PSV Office The Authority then sends you two forms of identification a large driver display card for display on the dashboard of any SPSV you drive and a smart card that you are required to keep with you at all times while you are operating as an SPSV driver Both forms of identification show your photograph your name your driver licence number the expiry date of your licence and the area in which you c
183. tial Suitability Inspection See Chapter 3 for details Suitable The vehicle must meet the requirements for operation as an SPSV in the category specified on the licence application including the relevant age and size rules see Chapter 3 Check the Model Report Information Guide G9 and the Initial Suitability Inspection Manual all available on the Authority s website www nationaltransport ie for more details of the requirements and how the vehicle will be checked See Appendix A for age rules Step 2 Submitting the application To apply for a new vehicle licence complete Form VL1 which can be downloaded from the Authority s website Before submitting the form you should apply to your local Revenue office for a TC2 certificate which confirms that your tax affairs are up to date Note that the name on the TC2 certificate must be identical to the name on the licence application Name on licence application Name on tax clearance Suitable for licensing certificate James Murphy Jim Murphy No James Murphy Jnr No James J Murphy No S amus Murch No James Murphy Yes An application relating to a wheelchair accessible vehicle must be accompanied by a copy of a Technical Assessor s Full Report and supporting test data as described in Chapter 3 The VL1 form must contain the names of anybody who will drive the vehicle the contact details for booking the vehicle the area in which it is proposed to operate it and the days and tim
184. ting your own business but may also be a way of generating additional revenue from other businesses m Joining a local business network and Telling everyone you know about your business and asking them to support you and to pass your name on to others A key point is that one of your best forms of advertising is a satisfied customer who will advertise and promote your business by word of mouth at no cost to you Note that the use of the word taxi in advertising is restricted by law specifically to the SPSV categories of taxi and wheelchair accessible taxi Advertising and promotional materials featuring unlicensed vehicles are not permitted Running your own business Most people who work in the SPSV industry are self employed This gives them a certain freedom to work as much or as little as they would like and to work hours of their own choosing It also imposes certain legal responsibilities on them regarding how they conduct their business The Official Manual for Operating in the SPSV Industry 5th Edition National Transport Authority 2015 91 Being your own boss is a challenge that requires discipline and determination However running your own business gives your greater control over your working life Ultimately it can be a rewarding and fulfilling experience Understanding some of the basics of running a small business as outlined below and on the next few pages will help you to earn more money and help you enjoy th
185. tion benefits both SPSV operators and their customers Regulation ensures that there is a level playing field for everyone in the industry so that legitimate operators do not have to compete for business with people who have not met the relevant standards m Customers can reasonably expect high standards of vehicle comfort and safety and a high quality of customer service a By helping to maintain standards regulation raises the profile of the SPSV industry and presents a professional image of the industry to the travelling public Consumers have greater confidence in the industry and are more inclined to avail of its services knowing that it is operating to a set of well defined standards that are monitored and enforced The Official Manual for Operating in the SPSV Industry 5th Edition National Transport Authority 2015 6 Compliance with the regulations Compliance with SPSV regulations is monitored and enforced by the Authority s dedicated compliance team together with An Garda Siochana The Authority s compliance team works closely with An Garda Siochana and undertakes joint operations with them Getting an SPSV on the road Whether you drive your own vehicle drive a vehicle owned by someone else or work as an employee for a third party you must comply with the SPSV regulations SPSV regulations To drive an SPSV you must have 1 An SPSV driver licence You must hold a current SPSV driver licence in additio
186. tion within 14 days of the date of change in control This requirement does not apply when the change in control of the company arises from the death of a member of the company Changes to the National Maximum Taxi Fare If the National Maximum Taxi Fare changes the taximeter in a taxi or wheelchair accessible taxi must be reprogrammed with the new fare structure within the 90 days prior to the fare change coming into effect and the taximeter must be verified by the Legal Metrology Service as soon as possible thereafter The Official Manual for Operating in the SPSV Industry 5th Edition National Transport Authority 2015 54 6 Finding your way around This chapter deals with ways of working out the best route to take your passenger to his or her destination Page Route planning 56 m Map reading and route selection 56 m Using technology for route planning 60 a What you need to know for the Area Knowledge Test 61 The Official Manual for Operating in the SPSV Industry 5th Edition National Transport Authority 2015 55 Route planning SPSV operators are required to have better area knowledge than most other road users and they use this knowledge all the time to get passengers to their destinations quickly and safely Sometimes however the best route from A to B is not the shortest in kilometres and there are always different factors that can influence your choice of route commuter traffic school times road
187. to be operated as an SPSV Both can be fined up to 5 000 on conviction for these offences The Official Manual for Operating in the SPSV Industry 5th Edition National Transport Authority 2015 43 Operating an SPSV owned by another person The holder of a vehicle licence may permit the vehicle to be operated by any licensed SPSV driver Note however that the holder of a local area hackney driver licence may not drive any SPSV except a local area hackney The vehicle licence holder must Ensure that the person driving is fully licensed to drive the vehicle as an SPSV m Provide and maintain appropriate SPSV insurance m Keep a record of the name address and contact number of each person driving the SPSV and their SPSV driver licence details and m Retain these records and make them available for inspection by the Authority on request An SPSV driver who is operating a vehicle owned by someone else as an SPSV must make sure that m The vehicle licence is in date m The vehicle is roadworthy m The vehicle is appropriately insured and The vehicle complies fully with the relevant regulations see page 42 Renting an SPSV The regulations permit a vehicle licence holder to rent the vehicle to another person The person providing the rental must own the vehicle and be the holder of the vehicle licence and must provide appropriate insurance for the period of the rental The rental of an SPSV licence only without t
188. to maintain and further develop their skills and knowledge For the most up to date information on changes in the industry refer to the Authority s industry website www nationaltransport ie New entrants to the industry can use this Manual to prepare for the SPSV Entry Test which they must pass this in order to obtain an SPSV driver licence The Manual will also help them in their day to day operations SPSV licence Throughout this Manual we refer to the SPSV licence as a vehicle licence This is the licence that allows a vehicle to be operated as an SPSV as distinct from the separate SPSV driver licence which allows a person to drive an SPSV About the National Transport Authority The National Transport Authority is a State body set up under statute in 2009 In this Manual the National Transport Authority is often referred to simply as the Authority In relation to the SPSV industry the principal function of the Authority is the development operation and maintenance of a regulatory framework for the control and operation of small public service vehicles and their drivers in accordance with the provisions of the Taxi Regulation Act 2013 and all associated regulations orders and codes The Authority incorporates the functions of the previous body the Commission for Taxi Regulation The objectives of the Authority are to Promote the provision and maintenance of quality services by small public service vehicles and their dr
189. to verify that the vehicle meets the requirements for the category of SPSV for which you are applying The vehicle is expected to be in good and clean condition inside and out when presented for inspection The luggage area should be free from personal objects and the required safety items should be readily available to the inspector All windows and door catches and locks should be fully functional The Official Manual for Operating in the SPSV Industry 5th Edition National Transport Authority 2015 35 If the vehicle has been modified from its original specification you must bring a copy of the Technical Assessor s Full or Basic Report for the vehicle with you to the Initial Suitability Inspection see Chapter 3 Your insurance cover will again be confirmed on the day of inspection with reference to your insurance disc and certificate Remember to bring your original insurance certificate along with you to the inspection and ensure that the name on the certificate matches exactly that on the licence application see page 29 If your vehicle is not suitably insured on the day of your Initial Suitability Inspection the licence cannot be issued Once you have satisfied the Authority s licensing conditions and your vehicle has passed the Initial Suitability Inspection the Licensing Inspector records the details on the Register of Licensed SPSVs and applies tamper proof discs to the front and rear windows of the vehicle For more on t
190. tra 20 minutes for a tutorial at the beginning of the test and a survey at the end The Industry Knowledge Test SPSV drivers who were licensed before the introduction of the Skills Development Programme are strongly encouraged to take the Industry Knowledge Test Purple identification cards are issued to operators who pass the Industry Knowledge Test these cards confirm to customers that the driver is certified by the Authority to have the relevant industry knowledge The test is designed to verify that you know the regulatory framework for the SPSV industry and that you are familiar with good practice in the industry The test consists of 54 questions and lasts approximately 1 hour 10 minutes You should allow an extra 20 minutes for a tutorial at the beginning of the test and a survey at the end i See www irishstatutebook ie for all legal texts t The material in the Appendices is for reference only it is not examined in the Test The Official Manual for Operating in the SPSV Industry 5th Edition National Transport Authority 2015 111 The Area Knowledge Test SPSV drivers who wish to be licensed to stand or ply for hire in an additional county must pass the Area Knowledge Test for that county The Authority may also require a licence holder to sit and pass the Area Knowledge Test prior to renewal of their licence The test is designed to verify that you have a good working knowledge of the county in which you wish to opera
191. ual for Operating in the SPSV Industry 5th Edition National Transport Authority 2015 10 Requirements for obtaining an SPSV driver licence SPSV driver licences are granted only to people who m Are confirmed by An Garda S och na to be suitable persons to hold SPSV driver licences Hold an Irish driving licence or a driving licence from another EU EEA or other recognised state Show that their tax affairs are up to date by producing a current tax clearance certificate and a Pass the SPSV Entry Test and obtain the SPSV Skills Development Certificate see Chapter 11 Exception applicants for local area hackney driver licences are not required to pass the SPSV Entry Test Driving licence Applicants for an SPSV driver licence must hold a full Irish driving licence Class B or higher free from disqualification and free from endorsement including penalty points or an equivalent licence from an EU or EEA Member State or another recognised state If the licence is in a language other than English or Irish and it is either a An EU licence issued prior to 19t January 2013 or b Issued by an EEA Member State or other recognised state outside the EU the applicant is required to include with their application a certified stamped letter from the relevant Embassy stating that the licence is true and valid Alternatively they may be entitled to exchange their driving licence for a full Irish driving licence contact
192. ual for Operating in the SPSV Industry 5th Edition National Transport Authority 2015 109 11 Preparing for your test This chapter gives details of the tests within the Authority s Skills Development Programme and how they are administered It also provides a sample of the types of question that you can expect in these tests Page m Testing in the Skills Development Programme 111 The SPSV Entry Test 111 m The Industry Knowledge Test 111 m The Area Knowledge Test 112 Test administration 112 m What you need to know for the Industry Knowledge Test 113 m What you need to know for the Area Knowledge Test 115 The Official Manual for Operating in the SPSV Industry 5th Edition National Transport Authority 2015 110 Testing in the Skills Development Programme The Authority s Skills Development Programme for the SPSV industry includes procedures for testing and certifying operators knowledge of the industry and its regulatory framework and of the area in which they operate The principal test in the Programme is the SPSV Entry Test which must be passed by all applicants for an SPSV driver licence with the exception of applicants for local area hackney driver licences This test includes two modules the Industry Knowledge Module and the Area Knowledge Module These two modules may also be administered as separate tests for existing SPSV driver licence holders m The Industry Knowledge Test Existing SP
193. ure that you position the ramp correctly and that the wheelchair is correctly positioned on the ramp Wheelchair accessible licence holders To encourage the wider provision of an accessible service the licence and renewal fees for wheelchair accessible taxis and wheelchair accessible hackneys are significantly lower than those for other categories of SPSVs The Authority does however require holders of wheelchair accessible vehicle licences to provide people with disabilities with the services they need It is a condition of wheelchair accessible vehicle licences that the details of such licences are held on the Authority s register of wheelchair accessible licences and made available to intending passengers who contact the Authority s SPSV Information Line 0761 064 000 For the purposes of this register the Authority requires all wheelchair accessible licence holders to Provide the Authority with contact details for booking their services either those of the licence holder or those of the licence holder s dispatch operator and details of their area of operation and times of service provision m Record the following details for all bookings date and time of booking name and contact details of the person who made the booking the destination and the time of arrival at the destination Holders of wheelchair accessible vehicle licences must give priority to bookings for people with disabilities The Authority will investigate
194. ust ensure that m Each driver has a current full driving licence and a current SPSV driver licence and m The vehicles they drive are currently licensed and insured as SPSVs Dispatch operators must keep records of all of their drivers contact details and licence information Booking service Dispatch operators must have a system for recording bookings and must make these records available to the Authority on request Dispatch operators play a key role in the provision of services to people with disabilities They should coordinate the drivers affiliated to them to ensure that as far as possible a fully accessible service is available during operational hours Operators of wheelchair accessible vehicles must give priority to bookings received from passengers who wish to travel in their wheelchairs As many bookings for wheelchair accessible services are booked through dispatch operators holders of wheelchair accessible vehicle licences are strongly encouraged to affiliate to dispatch operators Customer complaints Dispatch operators must have a complaints system in place that customers can use if they are unhappy with the service they receive If a customer makes a complaint the dispatch operator must record the details of the complaint and the action taken to remedy it If a customer has a complaint regarding a service booked through a dispatch operator the customer should deal in the first instance directly with the dispatch operat
195. ve of whether a fare has been agreed in advance for the trip Taxi drivers may not charge more than the National Maximum Taxi Fare for any journey Hackneys and limousines may not charge more than the agreed fare The Official Manual for Operating in the SPSV Industry 5th Edition National Transport Authority 2015 18 Customer service You must have a good knowledge of major routes and destinations and you must follow any direction or route chosen by the passenger The vehicle must be clean and roadworthy You must offer reasonable assistance with luggage Guide dogs assistance dogs mobility aids You must carry guide dogs assistance dogs and mobility aids for passengers who need them at no extra charge Receipts A taxi driver must print a receipt with the printer attached to the taximeter and offer it to the customer at the end of every journey see Chapter 7 for details A hackney or limousine driver must make a written receipt available to the customer at the end of the journey see Chapter 7 for details Regulations You must have an understanding of the SPSV regulations You must display the tamper proof licence discs and driver display card see Chapter 5 You must comply with seatbelt regulations You must comply with all Road Traffic Act and other relevant regulations You must stand or ply for hire only in the county or counties named on your driver display card s in a taxi or wheelchair accessible t
196. with passengers who have difficulty understanding you or making themselves understood The Official Manual for Operating in the SPSV Industry 5th Edition National Transport Authority 2015 30 You must also display in the vehicle the appropriate bilingual passenger information card which provides passengers with useful information about their rights and responsibilities and in the case of taxis includes fare information Advertising in all small public service vehicles No advertisement or sign or symbol that contains threatening discriminatory obscene or offensive words or images may be displayed in or on an SPSV Unless otherwise approved in writing by the Authority no electronic advertising sign that can be seen from outside the vehicle may be used in or on an SPSV No sign providing the name details or logo of any industry representative group that can be seen from outside the vehicle may be displayed in or on an SPSV Advertising in or on taxis Apart from the official taxi branding no sign or advertisement may be displayed on the front doors of a taxi In relation to any side door other than the two front doors the total area occupied by any advertisements and signs must not exceed 1 600 square centimetres Only the approved card payment symbol see right may be displayed to indicate acceptance of card payments Any advertising in or on a taxi or wheelchair accessible taxi must Not appear on the roof sign
197. works sporting events concerts and other events can cause congestion in particular areas For example you might want to avoid the Croke Park area in Dublin on the afternoon of an All Ireland final There are also some streets that become particularly busy during morning and evening rush hours Experience is the best teacher and most drivers develop a sense of how long a journey will take at any particular time of day If you believe that you should take a route that is not the most direct you should explain your suggestion to your passenger and get their agreement If you are not sure of the best route to take to a particular destination check it on a road map or ask the passenger if they prefer any particular route A passenger has the right to direct what route is taken if they express a preference for a particular route you should take that route Map reading and route selection You should familiarise yourself with using maps to help you find your way around Ordnance Survey Ireland OSI has published a range of maps that are invaluable in helping you to acquire the required level of area knowledge and map reading skills They are available online from www irishmaps ie or from OSI agents nationwide see www osi ie for details A selection of other maps and resources is listed below Each of these resources has different strengths and weaknesses You should familiarise yourself with them all to see which ones best fit your needs and y
198. y up to date with developments in your industry and some ideas on how to grow your business Terminology In this Manual the following terms are used SPSV This acronym stands for Small Public Service Vehicle It is a generic term covering the six categories of public service vehicle that have seating capacity for up to eight passengers excluding the driver taxis wheelchair accessible taxis hackneys wheelchair accessible hackneys local area hackneys and limousines The Authority Used in this Manual as shorthand for The National Transport Authority SPSV driver icenes This is the licence that allows a person to drive a licensed SPSV Vehicle licence This is the licence that allows a vehicle to be operated as an SPSV in a specific SPSV category Plying for hire A taxi is plying for hire when it is in motion and available for hire in a public area Standing for hire A taxi stands for hire when it is stationary and available for hire in a public area Taximeter Meter The term taximeter refers to the meter installed in a taxi that must be used for calculating and displaying the fare A taximeter is commonly referred to as a meter Fixed payment offence For certain breaches of the SPSV regulations known as fixed payment offences the Authority is empowered to impose penalties known as fixed payment penalties These are commonly referred to as on the spot
199. y a company The vehicle licence What the vehicle licence permits The licence permits a vehicle to be operated in one of the categories of SPSV that is asa taxi a wheelchair accessible taxi a hackney a wheelchair accessible hackney a local area hackney or a limousine Period of validity A vehicle licence may be valid for 12 months 6 months or until the vehicle reaches its maximum age limit See Appendix A for details of age limits Can the vehicle associated with a licence be changed Yes under certain conditions See page 38 Can more than one vehicle be associated with a licence No Only one vehicle may be associated with a licence at any time Can a vehicle be licensed in more than one category No A vehicle may be licensed in only one category at a time Can a vehicle licence be transferred to another person No However on the death of the licence holder it can be reassigned to a prior nominee See page 40 Can a vehicle licence held by a company be transferred to another entity No if the control of a company changes for example if the company is sold the licence is automatically revoked Can a vehicle licence category be changed Yes in specific circumstances from taxi to wheelchair accessible taxi and back again See page 40 At present the Authority is accepting new vehicle licence applications only for wheelchair accessible taxis wheelchair accessible hackneys local area hackneys and lim
200. your own business 91 The Official Manual for Operating in the SPSV Industry 5th Edition National Transport Authority 2015 83 Working in the SPSV industry There are many ways to work in the SPSV industry As a driver you can obtain an SPSV driver licence and drive a licensed SPSV that you own yourself or that is owned by someone else You must inform the Authority as to which vehicle you are driving see Chapter 5 If you already hold a local area hackney vehicle licence you can obtain a local area hackney driver licence and offer hackney services in the area for which it is licensed Asa vehicle owner you can obtain a vehicle licence and either drive the vehicle yourself if you hold an SPSV driver licence or allow it to be driven by another licensed SPSV driver The vehicle licence specifies whether the vehicle can be operated as a taxi a wheelchair accessible taxi a hackney a wheelchair accessible hackney a local area hackney or a limousine If you rent out the vehicle you must inform the Authority see Chapter 5 m As a dispatch operator you can obtain an SPSV dispatch operator licence see Appendix C and can then take bookings for SPSV services or put in place a system for taking bookings and arrange for those services to be delivered by drivers with whom you have an agreement A mix of the above with the appropriate licences you may fill more than one of the above roles Each of these options
201. your vehicle if the passenger fails or refuses to pay that fare Right to refuse service You may reasonably refuse To allow passengers to consume tobacco food or drink in your vehicle To carry or continue to carry passengers who are acting in an aggressive intoxicated drunk or disorderly manner To carry or continue to carry passengers who are likely to soil or damage the vehicle To undertake journeys of more than 30km in a taxi or wheelchair accessible taxi To undertake journeys where adverse weather or road conditions or traffic controls would make the journey unsafe or impractical m To carry passengers in a taxi which exceed the number of persons permitted to be carried under the vehicle licence and m To carry luggage or other articles in the person s possession which are in excess of the luggage carrying capacity of or could cause damage to a taxi Your responsibilities As an SPSV driver you also have certain responsibilities to the travelling public as outlined below The responsibilities of an SPSV driver Unreasonable refusal of service m You may not refuse service except as outlined above In particular a taxi may not unreasonably refuse service for a journey of 30km or less Fares Taxis must have a working taximeter that has been calibrated and verified in accordance with the National Maximum Taxi Fare Order Taximeters must be operated and calculate the fare for every journey taken irrespecti

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