knowledge handbook introduction - final...
TRANSCRIPT
Taxi and Hire Car Knowledge Handbook
INTRODUCTION
CONTENTS
1. PURPOSE ........................................................................................................................................................................ 1
2. THE KNOWLEDGE TEST .............................................................................................................................................. 2
2.1 Who needs to take the Knowledge test? ........................................................................................................................... 2
2.2 Studying ............................................................................................................................................................................................ 2
3. APPLYING TO DRIVE A TAXI OR HIRE CAR ........................................................................................................... 3
4. WHICH KNOWLEDGE MODULES DO YOU NEED TO COMPLETE? ..................................................................... 4
4.1 If you are a new applicant ........................................................................................................................................................ 4
4.2 If you are a driver accredited for less than five years as at 30 June 2014 .......................................................... 5
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 zone .......................................................................................................................................... 6
4.4 If you are a renewing driver accredited for more than five years as at 30 June 2014
and wish to transfer to another zone .......................................................................................................................................... 7
4.5 If you want to drive a Wheelchair Accessible Taxi (WAT) ........................................................................................... 8
5. TAKING THE KNOWLEDGE TEST .............................................................................................................................. 9
5.1 What do you need to know to pass the Knowledge test? ......................................................................................... 9
5.2 Details of the Knowledge test modules .............................................................................................................................. 9
5.3 Knowledge test conditions ..................................................................................................................................................... 10
5.4 English language assessment ............................................................................................................................................... 10
5.5 TSC approved assessment centres ..................................................................................................................................... 11
5.6 Where to find further information ...................................................................................................................................... 11
1
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.
1. PURPOSE
2
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 Studying
This 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.
2. THE KNOWLEDGE TEST
3
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.
3. APPLYING TO DRIVE A TAXI OR HIRE CAR
4
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 applicant
The 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.
4. WHICH KNOWLEDGE MODULES DO YOU NEED TO COMPLETE?
5
4.2 If you are a driver accredited for
less than five years as at 30 June
2014
The 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.
6
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 zone
The 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.
7
4.4 If you are a renewing driver
accredited for more than five years
and wish to transfer to another zone
The following diagram outlines the modules required for
drivers with MORE than five years accreditation wishing
to transfer to a zone that requires the Knowledge.
8
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.
Knowledge
WAT 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 service
b) ethical driver behaviour
c) gender and cultural awareness
d) geographical and general knowledge of
Melbourne (where relevant)
e) driving a taxi or hire car in accordance with
traffic regulations
f) 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)
5. TAKING THE KNOWLEDGE TEST
10
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 module
Sample 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.
These sample questions do not form part of the
Knowledge test.
5.3 Knowledge test conditions
The 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 assessment
In 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 forms
d) 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)
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e) take part in short discussions
f) perform basic mathematical functions
g) read and interpret industry information provided
by the TSC on a regular basis.
5.5 TSC approved assessment
centres
To 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
information
Visit 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.