Customer Service Flashcards
The Equal Opportunity Act prevents drivers from discriminating against passengers on grounds of:
- Race
- Religion
- Sexuality
- Gender
- Age
Who does a driver talk to about safe working and procedures?
Principal Driver
Who does a driver talk to about company policies and procedures?
Depot manager
Times when a driver needs to make PA annoucements? (8)
- Pre-departure announcements
- Delays of 2 minutes
- When auto-announcements are broken
- Major disruptions
- Altered stopping conditions
- Planned occupations or unplanned closures
- Transposals
- Incidents or damage to platform
- When leaving cab
A driver must never make PA announcements…
… when within the braking zone towards a platform or signal, and when actively departing a platform
If auto-announcements are inoperative, when must a manual PA be made? (4)
- Pre-departure
- Major/Junction platforms
- Terminal stations
- Express running conditions
What must be included in pre-departure announcements
- Destination
- Stopping conditions of service
When must a pre-departure announcement be made?
Two minutes prior, and only when safe. Must be completed 30 seconds prior to departure
What must a driver do if a wheelchair ramp is found to be unserviceable?
Swap it at first opportunity and report as per the FMP
Where are primary and secondary doors on Comeng and Xtrap?
Primary: leading cab doors 1 and 6
Secondary: leading cab doors 2 and 5
If a PA system is broken, when must a driver make announcements (4)?
- pre-departure
- major/Junction platforms
- terminal stations
- express running conditions
What must a driver inform of in pre-departure announcement?
- Destination
- Running conditions
During extended delays, how often must PA announcements be made?
Every 5 minutes
On Siemens where are primary and secondary doors?
Primary doors: leading cab doors 1 and 4
Secondary doors: lead centre motor doors 1 and 4
Primary and secondary doors on a HCMT?
Primary doors: doors 1 and 2
Secondary doors: DMp doors 1 and 2
What is protocol if driver is being relieved at opposite end but needs to detrain a special needs passenger?
Comeng: brake controller must be moved to and left in Emergency
Other trains: Emergency Stop button must be activated
until passenger has been assisted and cab is isolated
What is a “near miss”
Where the driver has to react by applying either unscheduled normal brake or emergency brake to avoid collision with an obstruction
Where is the most common “near miss”?
Pedestrians crossing tracks at level crossings
If a train is involved in an accident with a dangerous goods vehicle, precautions that must be taken are: (4)
- Stay upwind of gas
- Avoid contact with materials
- avoid inhalation of gas, fumes, mist or dust
- Ensure no signs of ignition
When encountering minor dangerous goods spills, a driver should:
- check vehicle for spills kit
- notify train controller
- Ensure drains and waterways are protected from runoff
