Safeguarding, equality, accessibility and passenger safety
Spot, record, report
Safeguarding covers children and adults at risk. Learn the indicators of child sexual exploitation, county lines involvement, modern slavery and trafficking, domestic abuse and hate crime: a child out late with an unrelated adult, a passenger who cannot speak for themselves, someone who seems coached about where they are going, unexplained injuries, or a fare paid by a third party who controls the conversation. Do not investigate or question; note the time, place, people and what was said, and report to the police and to the licensing authority's safeguarding contact. Keep DBS checks current and complete any safeguarding training the council requires.
Equality Act 2010: drivers must not discriminate over the protected characteristics. Drivers of designated wheelchair-accessible vehicles must carry wheelchair users at no extra charge, provide reasonable assistance and must not charge for the wheelchair itself. Assistance dogs must be carried free of charge; refusal can lead to a fine and licensing action.
Passenger safety: never exceed the licensed seating capacity, ensure seat belts are worn, use child locks with care, check the vehicle after every drop-off for sleeping children and lost property, and let passengers out on the pavement side.
Traps: charging extra for a guide dog or a wheelchair is unlawful; "religious grounds" is not a defence for refusing an assistance dog; a driver who suspects exploitation but says nothing can still face licensing consequences.
Rule of thumb: if a passenger may be vulnerable, ask "who needs to know?" and write it down while it is fresh.