Taxi and Hire Car Knowledge Handbook

INTRODUCTION

CONTENTS1. PURPOSE................................................................................................................12. THE KNOWLEDGE TEST............................................................................................2

2.1 Who needs to take the Knowledge test?................................................................................22.2 Studying.................................................................................................................................2

3. APPLYING TO DRIVE A TAXI OR HIRE CAR..................................................................34. WHICH KNOWLEDGE MODULES DO YOU NEED TO COMPLETE?....................................4

4.1 If you are a new applicant.....................................................................................................44.2 If you are a driver accredited for less than five years as at 30 June 2014.............................54.3 If you are a renewing driver accredited for less than five years as at 30 June 2014and wish to transfer to another zone...........................................................................................64.4 If you are a renewing driver accredited for more than five years as at 30 June 2014and wish to transfer to another zone...........................................................................................74.5 If you want to drive a Wheelchair Accessible Taxi (WAT)......................................................8

5. TAKING THE KNOWLEDGE TEST................................................................................95.1 What do you need to know to pass the Knowledge test?......................................................95.2 Details of the Knowledge test modules.................................................................................95.3 Knowledge test conditions...................................................................................................105.4 English language assessment..............................................................................................105.5 TSC approved assessment centres......................................................................................115.6 Where to find further information........................................................................................11

This handbook is designed to support aspiring and current taxi and hire car drivers in Victoria. Aspiring drivers can use this guide as part of their preparation for the Knowledge test. There are five sections in this handbook:

Introduction Driver Behaviour General Understanding for Drivers Knowing Your Way Around Melbourne Driving a Hire Car

There is also the Wheelchair Accessible Taxi (WAT) Handbook for the purposes of preparing for taking the WAT assessment of the Knowledge test.The Knowledge test must be successfully completed if you wish to become accredited to drive a taxi in the Melbourne metropolitan zone or urban and large regional taxi zone, or a hire car in the metropolitan hire car zone. Existing taxi and hire car drivers in those zones, who were accredited for less than five years on 30 June 2014, will also have to complete the Knowledge test upon renewal, if they wish to continue driving in those zones.Each section of this handbook is designed to assist applicants to prepare for the different modules of the Knowledge test.

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1. PURPOSE

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2.1 Who needs to take the Knowledge test?The Knowledge test is designed to ensure drivers have the required skills to provide a safe and reliable service for people using taxis and hire cars.The Knowledge test applies to:

new taxi driver applicants in the Melbourne metropolitan zone

new taxi driver applicants in the urban and large regional zone

new hire car driver applicants in the metropolitan hire car zone

renewing drivers in the above categories who have held their accreditation for less than five years.

The Knowledge test does not apply to taxi and hire car drivers in the country or regional zones.The Knowledge test was developed by the TSC specifically for Victorian drivers. All applicants are assessed on safety, customer service, disability awareness and the rights and responsibilities of both passengers and drivers. Depending on the zone in which you want to drive, you will need to sit and pass different modules. Refer to section 4 or the TSC website: www.taxi.vic.gov.au. Modules are independent assessments that are undertaken separately, although you can undertake more than one module on the same day.Applicants who pass the required modules of the Knowledge will receive a personalised Knowledge badge and car sticker with their individual accreditation number on it. The stickers will be visible from the outside of the car, so customers will know which drivers have passed the Knowledge test.

2.2 StudyingThis handbook is designed to assist you in focusing your study for the Knowledge test.It is the applicant’s responsibility to undertake a sufficient amount of study and ensure they are adequately prepared for each assessment. However, training is not compulsory for applicants prior to sitting the Knowledge test.The Knowledge test is based on the following units of competency from within Certificate II in Driving Operations TLI21210:

Complete introduction to the transport industry (TLIL2060A)

Provide taxicab customer service (TLII2019A)

Carry out financial transactions and maintain records (TLIP2037A)

Comply with safety and security procedures (TLIF2072A)

Identify major roads, services and attractions (TLIH3004A)

Drive taxicab (TLIC2009A) Provide wheelchair accessible taxi

services to passengers with disabilities (TLIC2040A).

Applicants may choose to undertake some form of training or complete units of competency from the Certificate II in Driving Operations prior to undertaking the Knowledge test. These can be completed through various training organisations, or alternatively for those undertaking self-study the units of competency can be found on the TSC website: www.taxi.vic.gov.au.While completing training or the Certificate II in Driving Operations may assist applicants in successfully passing the Knowledge test, it is not a mandatory requirement before sitting the Knowledge test.

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2. THE KNOWLEDGE TEST

Applying for accreditation to drive a Melbourne metropolitan or urban taxi or metropolitan hire car involves a number of steps. You should keep this in mind when you are arranging to do the modules applicable to your driver accreditation. Details are available on the TSC website: www.taxi.vic.gov.au.To apply for driver accreditation, follow the three steps below:

Once you have successfully completed the relevant Knowledge modules, you can apply for driver accreditation.The following documents are required when submitting an application to the TSC for driver accreditation:

A full and current Victorian driver's licence and proof of having held a driver licence for a minimum of six months in any Australian state or territory or New Zealand.

Proof of identification (for details on accepted forms of identification please see the form – Proof of Identity (POI) for lodging an application for commercial passenger vehicle licences on the TSC website: www.taxi.vic.gov.au).

Proof of entitlement to work in Australia.

Apply for and hold a valid National Police Certificate – a Police record check available from Victoria Police. For details visit: www.police.vic.gov.au.

A complete application form including the medical section of the form completed by a medical practitioner.

Evidence of passing the relevant Knowledge modules.

Note that the National Police Certificate and medical assessment must be no older than six months when submitted with your application for driver accreditation. It is advisable to take this into consideration when you are arranging to undertake the modules applicable to your driver accreditation.

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3. APPLYING TO DRIVE A TAXI OR HIRE CAR

Individual Knowledge test requirements are current as at July 2016. Requirements may be subject to change, so ensure you refer to the TSC website for up-to-date information: www.taxi.vic.gov.au.

4.1 If you are a new applicantThe following diagram outlines the Knowledge modules required for new taxi driver applicants in the Melbourne metropolitan zone, new taxi driver applicants in the urban and large regional zone and new hire car driver applicants in the metropolitan hire car zone.

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4. WHICH KNOWLEDGE MODULES DO YOU

4.2 If you are a driver accredited for less than five years as at 30 June 2014The following diagram outlines the modules required for renewing drivers with LESS than five years accreditation.Further information for renewing drivers can be found on the TSC website: www.taxi.vic.gov.au.Although it is not a requirement, existing Melbourne Metropolitan and Urban and Large Regional taxi drivers and Metropolitan Hire Car drivers accredited for more than five years are welcome to also sit the Knowledge test.

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4.3 If you are a renewing driver accredited for less than five years as at 30 June 2014 and wish to transfer to another zoneThe following diagram outlines the modules required for drivers with LESS than five years accreditation (as at 30 June 2014) wishing to transfer to a zone that requires the Knowledge.

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4.4 If you are a renewing driver accredited for more than five years and wish to transfer to another zoneThe following diagram outlines the modules required for drivers with MORE than five years accreditation wishing to transfer to a zone that requires the Knowledge.

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4.5 If you want to drive a Wheelchair Accessible Taxi (WAT)Existing Melbourne Metropolitan and Urban and Large Regional taxi drivers renewing their accreditation within five years of first receiving it do not need to complete the WAT assessments in order to retain their WAT endorsement. The following table outlines the assessments required for new drivers wanting to become WAT endorsed.For more detailed information on the Knowledge WAT assessment, refer to the WAT Handbook and the Knowledge test requirements document on the TSC website: www.taxi.vic.gov.au.

KnowledgeWAT

Assessment

Melbourne metropolitan

zone taxi driver

Urban and large regional

zone taxi driver

Regional zone taxi driver

Country zone taxi driver

WAT Theory Module

(computer based)

Yes Yes No No

WAT Practical Module Yes Yes No No

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5.1 What do you need to know to pass the Knowledge test?The Knowledge test aims to improve public confidence, provide better safety and security for drivers, and improve service and choice for customers by ensuring drivers are properly prepared and knowledgeable.Applicants will need to have a comprehensive understanding of the following to be able to pass the Knowledge test:

a) customer service for taxis and/or hire cars

b) obligations of taxi drivers under the current regulations, if they intend to drive a taxi and/or hire car. Information on the regulations is available on the TSC website – www.taxi.vic.gov.au/actsandregulations

c) policies and procedures published by the TSC from time to time relating to driving a taxi or hire car

d) names and locations of streets, suburbs, and locations in Melbourne, if they intend to drive a taxi in the Melbourne metropolitan zone.

The test will also focus on:a) the provision of customer serviceb) ethical driver behaviourc) gender and cultural awarenessd) geographical and general knowledge

of Melbourne (where relevant)e) driving a taxi or hire car in

accordance with traffic regulationsf) providing customer service for

passengers with a disability or impairment.

The Knowledge test does not assess industry operational requirements, such as workplace policies and procedures, and the operation of dispatch systems.

5.2 Details of the Knowledge test modules

a) All Knowledge test modules are computer-based, except the Wheelchair Accessible Taxi (WAT) practical assessment.

b) All Knowledge test modules will be conducted at TSC approved assessment centres. For details visit: www.taxi.vic.gov.au/knowledge.

c) All assessments are written in English, or use conversational English.

d) No recognition of prior learning (RPL) will be granted.

e) All Knowledge test modules will be conducted under assessment conditions.

f) Assessment questions will require applicants to read and interpret written scenarios, listen to audio files and view images and respond accordingly. Response formats include, but are not limited to; multiple choice, listed answers, numerical questions, short answer, drag and drop, matching and missing word. Some questions may ask you to select more than one correct answer.*

g) For Melbourne metropolitan zone taxi drivers, the Geographical Assessment module requires applicants to know the names and locations of streets, suburbs and locations in Melbourne or any other area relevant to the specified class of vehicle.*

h) The Knowledge test requires applicants to understand customer service in the field of taxis and hire cars as relevant.

i) The Knowledge test requires applicants to know the relevant sections of the current regulations.

j) The Knowledge requires applicants to know the policies and procedures published by the TSC from time to time relating to the driving of a taxi or hire car.

k) Applicants are provided with the overall assessment result (Pass or Not Yet Competent) and a percentage score when they complete a module. This score will show the percentage of the questions that the applicant answered correctly. Individual correct or incorrect responses to each question will not be provided.

l) Applicants are not provided with detailed feedback during, or on completion of an assessment.

m) There is a minimum of 55 questions in each module.* †

n) The pass mark for each module is 85 per cent.*

o) The maximum duration of each module is 60 minutes.*

p) Applicants are allowed two attempts to pass each module within a three month period.* Does not apply to WAT practical module.

† Does not apply to WAT theoretical moduleSample Knowledge test questions are provided at the end of each chapter of this handbook and also at the end of the Wheelchair Accessible Taxi (WAT) Handbook.

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5. TAKING THEKNOWLEDGE TEST

These sample questions do not form part of the Knowledge test.

5.3 Knowledge test conditionsThe following test conditions apply when sitting the Knowledge test:

a) Applicants are not permitted to bring any material into the test.

b) Applicants are not permitted to bring into the test: mobile phones, smart phone watches, ear communication pieces or any other communication devices. An exception will be made for a hearing aid if an applicant has a hearing impairment.

c) The Knowledge test is not under any circumstances “open book” (where applicants can refer to notes or other material during the test).

d) Applicants must provide their Australian driver’s licence on entry into the Knowledge test as proof of identity.

e) Applicants will not be given access to any assessment material prior to entering the assessment centre.

f) Assessment centres are arranged in such a way as to minimise the ability of applicants to copy others' work.

g) Applicants will be monitored by an assessor at all times during the assessment.

h) If an applicant is caught behaving in a fraudulent manner, the assessment will cease immediately and the applicant will be banned from attempting any further modules for up to a two year period.

i) A specific time frame is allocated for each module. If the applicant does not complete the module in the allocated time, they will be marked on the amount completed.

j) During the Knowledge test, applicants are not permitted to communicate with each other under any circumstances.

5.4 English language assessmentIn order to pass the Knowledge test, applicants need a satisfactory understanding of and proficiency in the use of English.Prior to undertaking the Knowledge, every applicant must have the ability, using the English language, to:

a) read and interpret short simple text

b) locate specific information in a book/text that may contain graphic information

c) write basic sentences and fill in formsd) listen to and obtain information,

sufficient to providing a taxi or hire car service within Victoria (this includes listening to, understanding and obtaining information from people who use colloquialisms [also known as slang] and those who speak with an accent)

e) take part in short discussionsf) perform basic mathematical functionsg) read and interpret industry

information provided by the TSC on a regular basis.

5.5 TSC approved assessment centresTo find out where you can sit the Knowledge test visit the TSC website: www.taxi.vic.gov.au or call the TSC on 1800 638 802.

5.6 Where to find further informationVisit the TSC website: www.taxi.vic.gov.au or call 1800 638 802 for more information about the Knowledge test and becoming accredited to drive a taxi in the Melbourne metropolitan zone and urban and large regional zone, or a hire car in the metropolitan hire car zone.

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