The TaxiMan.ie

Date Published: 12/12/08
Dispatch Operators play a crucial role in bringing quality, accountable and accessible SPSV services to all consumers. The Commission for Taxi Regulation is looking forward to working with all Dispatch Operators and promoting their role within the SPSV Industry. The Commission aims to begin Dispatch Operator licensing in early summer 2009 and will be keeping registered operators informed of progress with regular bulletins. Dispatch Operator, Issue 1 Format: PDF

Dispatch Operator Issue 1 - text version

Dispatch Operator Newsletter Dispatch Operator Newsletter Issue 1 December 2008 Welcome to the first issue of the Dispatch Operator Newsletter Dispatch Operators play a crucial role in bringing quality, accountable and accessible SPSV services to all consumers. The Commission for Taxi Regulation is looking forward to working with all Dispatch Operators and promoting their role within the SPSV Industry. The Commission aims to begin Dispatch Operator licensing in early summer 2009 and will be keeping registered operators informed of progress with regular bulletins. Inside this issue: Issued by the Commission for Taxi Regulation Issue 1 December 2008 1 • Step-by-step guide to obtaining a Dispatch Operator Licence • Frequently asked questions • Update on Dispatch Operator licensing process The aim of the licensing process is to ensure that all Dispatch Operators are licensed and their full details are registered with the Commission. This will help to promote the effective provision of an accountable service for people with disabilities. The rollout of licensing of Dispatch Operators will take place on a phased basis over a six month period from the receipt of the first applications. Once the Official Manual for Operating in the SPSV Industry is available each operator will receive an application pack detailing how they can obtain a Commission Skills Development Programme Certificate and apply for a Dispatch Operator Licence. A Dispatch Operator Licence will be valid for one year. The Dispatch Operator sector of the industry has consistently shown itself to be responsible and compliant. The licensing process is therefore to be based on a self-declaration of compliance by each operator. Enforcement Officers will conduct on site spot checks on operators to verify that they meet the licensing requirements in practice, spot checks will be carried out on all Dispatch Operators on an ongoing basis. Dispatch Operators who are the subject of a complaint will be given high priority and any contraventions of regulations will be fully investigated by our Enforcement Team. Dispatch Operator Newsletter Rollout of the Dispatch Operator Licensing Process Step-by-step guide to obtaining a Dispatch Operator Licence Step 1: Put record keeping processes in place by end December 2008. Step 2: On receipt of the application pack and the Official Manual for Operating in the SPSV Industry, a nominated person from your organisation must prepare for the skills development test. Step 3: Apply for and pass the Skills Development Test. Step 4: Compile a staff training plan. This training plan applies to staff who engage in taking bookings within your organisation. It does not apply to any affiliated drivers, management personnel or board members who do not engage in taking bookings. Step 5: Fill in the application form and return it to the Commission along with the following documents: • Valid, original tax clearance certificate • Self-Declaration of Compliance • Dispatch Licence Fee of €250 2 Issue 1 December 2008 Step-by-step guide to obtaining a Dispatch Operator Licence Step 6: A full application will take a minimum of four weeks to process. Enforcement Officers may carry out an onsite assessment of an operator within this period. No notice will be given of this assessment. If the operator does not meet the licensing requirements in practice, the licence may be withheld until the operator has met all the requirements or it may be refused and the operator will be required to begin the application process again. Enforcement Officers will carry out spot checks on an ongoing basis and in response to valid complaints. An operator who is found to be in breach of regulations or who is found to have obtained a licence under false pretences will be subject to prosecution. Records relating to at least the four months prior to the date of assessment must be available for inspection. As such, we recommend that you put the requirements outlined below in place no later than end December 2008. Booking service Minimum requirements: • Bookings must be accepted by phone from the general public during operational hours and text and/or email bookings must be accepted for bookings of Wheelchair Accessible Taxis. • If the service cannot be delivered, the Dispatch Operator is required to communicate with the customer as soon as possible as to the reasons and assist with alternative arrangements. • Records of bookings must be made available to the Commission on request. o (See table 1.1 for a sample of the data that should be included as part of a booking record) • Booking records can be kept on paper and/or on computer. • All booking records must be kept for at least six months. • Commission Enforcement Officers will only check records dating back four months prior to the date of assessment during the initial licensing period. Additional services in relation to which the Enforcement Officer will gather information during the onsite assessment : • Accessible booking service options such as text, email and/or fax that are available to any customers with disabilities or to the general public. Step 1: Put record keeping processes in place no later than end December 2008 Issue 1 December 2008 3 Complaints process Minimum requirements: • Customers should be able to complain about the service received from a Dispatch Operator if they feel that the level of service is below that expected of a licensed Dispatch Operator.Where a complaint is made to the Commission that directly concerns a Dispatch Operator, the Commission will refer the complainant to the relevant Dispatch Operator first. It is only if the complaint cannot be resolved by the Dispatch Operator themselves that the Commission will then become involved. • Each Dispatch Operator is required to have a complaints process in place. • A record of each complaint should be kept and this record should detail the action that was taken to resolve the matter. • (Please see table 1.2 for a sample of the data that should be included as part of a complaint record) • Complaints records can be kept on computer and/or on paper. • All complaints records must be kept for at least six months. • During the initial licensing period Enforcement Officers will only check records dating back four months prior to the date of assessment. Up-to-date driver and vehicle licence records Minimum requirements: • Dispatch Operators must ensure that any driver affiliated to them holds a current SPSV driver licence. • It is the Dispatch Operator's responsibility to ensure that all vehicles affiliated to them are insured and licensed as small public service vehicles. • It is also their responsibility to ensure that the insurance certificate associated with each vehicle covers all drivers who use that vehicle as an SPSV. • Up-to-date and valid driver and vehicle records must be made available to the Commission on request. 4 Issue 1 December 2008 1.1 Booking Record Date Booking Name Booking contact number Destination Time 1.2 Complaints Record Reporting Date Complainant Name Complainant contact number Complaint Driver name 1.3 Staff Training Record Training Date From (time) To (time) List of attendees Module Dispatch Operator Newsletter A photocopy of the documents below must be kept on file: • SPSV Driver Licence • SPSV Licence • SPSV Insurance Certificate (The application pack will not be available until the Skills Development Programme is operational) • The Skills Development Programme is designed to provide a comprehensive outline of the SPSV industry in Ireland, the role of each sector within that industry and to equip both new and existing operators within the range of skills necessary to operate an SPSV service. • Dispatch Operators are required to have at least one member of staff with a Commission Skills Development Programme Certificate. • The modules covered in the Skills Development Programme include: o An overview of the SPSV industry and the role of the Commission for Taxi Regulation o The basic rules of operation in the SPSV business o Vehicle standards o Routes, area knowledge and fares o Customer service o Business and financial aspects of running an SPSV business o Driver and passenger safety and security issues • The area knowledge module requires considerable preparation. Detailed knowledge of the county or counties in which the Dispatch Operator provides a service will be required, including knowledge of the following: (overleaf) Issue 1 December 2008 5 Step 2: ON RECEIPT of the application pack and the Official Manual for Operating in the SPSV Industry, a nominated person from your organisation must prepare for the skills development test. Pick up point Driver assigned to collect Problems (if any) Incident Date Action taken Outcome Date complaint closed Trainer 6 Issue 1 December 2008 o Streets, districts, housing estates, industrial estates, routes around towns and around the county (including motorway and national road numbers). o Locations of places of interest such as tourist attractions, sporting and leisure facilities, public buildings and amenities, schools and colleges, hospitals, hotels and transport terminals. • Preparation for this part of the Skills Development Test can be done in advance of the release of the Official Manual for Operating in the SPSV Industry. The nominated person from the Dispatch Operator can o Research places of interest o Study maps o Go out and walk, cycle or drive around different areas getting to know the whole county • Details relevant to drivers are particularly important to note, such as pedestrian streets, one-way streets and cul-de-sacs. • The nominated person will only sit the area knowledge module for the county or counties in which the Dispatch Operator provides a service. • Here is a sample of some of the types of questions that may be asked as part of an area knowledge module: • Off which road in Arklow is The Maples housing estate located? (Wicklow) a. Dublin Road b. Sea Road c. Coolgreaney Road d. Wexford Road • Thomas Davis Street runs one-way between which of the following streets? (Dublin) a. John Dillon Street to Francis Street b. Francis Street to Meath Street c. Francis Street to John Dillon Street d. Meath Street to Francis Street • Where is Nenagh Town Hall located? (Tipperary) a. MacDonagh Street b. Banba Square c. Sarsfield Street d. Kenyon Street • 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 c. Carrigtwohill (Carrigtohill), Glounthaune d. Killeagh, Gortaroo • Full details on how to apply for a Skills Development Test will be outlined within the application pack. Step 3: Apply for and pass the Skills Development Test. Dispatch Operator Newsletter Issue 1 December 2008 7 Step 4: Provision of staff training Step 5: Fill in the application form and return it to the Commission along with the following documents: Minimum requirements: Note: Staff training is applicable to staff who are engaged in taking bookings only. The staff training plan does not apply to any affiliated drivers, management personnel or board members who do not engage in taking bookings. (It is optional for other staff members to participate in training). • Dispatch Operators must arrange training for staff employed by them in the following areas: 1. Customer care 2. Customer complaints 3. Fare structure 4. Assisting persons with disabilities • The above training is covered in the Skills Development Programme. • Once the nominated person from the Dispatch Operator has completed the Skills Development Programme, they can then provide training in the above areas to all other staff members. Training • Each Dispatch Operator must have a training plan in place before they return their application form. Evidence of a training plan must be available for inspection by the Enforcement Officers. (Please see table 1.3 for a sample of data that should be included as part of a training plan). • Each Dispatch Operator has three training options 1. Staff who are engaged in taking bookings can be given training by the person from the Dispatch Operator who holds a Commission Skills Development Programme Certificate. 2. All persons who are engaged in taking bookings can prepare for and sit the Skills Development Test and obtain the Commission Skills Development Programme Certificate. 3. Staff who are engaged in taking bookings can be trained by an external trainer. (All staff must undergo this training when they join the Dispatch Operator. External trainers who train staff in fare structure and assisting persons with disabilities must hold a Commission Skills Development Programme Certificate. Industry standard customer care courses are acceptable in relation to customer care and customer complaints.) (The application form will be included with the application pack which will be sent to all registered operators before the application process begins.) o Valid, original tax clearance certificate o Self-Declaration of compliance o Dispatch Operator Licence Fee of €250 • If any of the above documents are missing or the payment does not clear, the application pack will be returned to the applicant and the applicant will need to reapply with the correct documentation together with full payment. • Enforcement Officers may carry out an on site assessment at any time once the application has been submitted. • If the applicant is found to be noncompliant during an onsite assessment before the licence has been granted, dependent on the extent of the noncompliance, the applicant will either: o Be given a formal warning and two weeks notice within which to put all requirements in place, or o the licence may be refused and the applicant will be required to reapply from the beginning. • In order to meet the requirements of the onsite assessment, the applicant must have the following in place: o An effective booking service and up to date booking records o Complaints process o Up-to-date driver and vehicle records o Up-to-date staff training records o Provision for staff training o Commission Skills Development Programme Certificate Onsite assessment Q: What will happen if I do not meet the requirements during an onsite assessment? A: You will be given a formal warning and a two week period in which to meet the requirements. Enforcement Officers will then carry out a second onsite assessment. If you do not meet requirements, such as four months of booking records during the initial licensing period, you will be unable to rectify this in a short space of time and the licence will be refused. You should not send in your application until you meet all the requirements. Q: What will happen if I do not meet the requirements during the second onsite assessment? A: The licence will be refused. 8 Issue 1 December 2008 FAQ Step 6: On receipt of a completed application, the Commission will issue the operator with a licence. Dispatch Operator Newsletter Issue 1 December 2008 9 Phased process Q: How will the phased licensing process work? A: Licensing will be divided into three phases. Your application pack will include information on which phase you are in. Regardless of which phase you are allocated, you need to put the record keeping processes in place before the end of December 2008. Q: Why are you doing this on a phased basis? A: Application forms from all operators will be accepted at any time. The process is divided into phases to raise awareness that this process will be carried out over a six month period. Phase one will be made up of large and medium size operators. Phase two will be made up of medium size operators. Phase three will be made up of small operators. The Commission would like to stress that the division of the licensing process into three separate phases is solely due to the need to maximise the efficient use of the resources at our disposal for the implementation of Dispatch Operator licensing. The licensing requirements are achievable and designed to provide an industry standard across the Dispatch Operator industry. All registered Dispatch Operators will be sent the application pack at the same time. FAQ 10 Issue 1 December 2008 Staff training Q: Who needs to be trained? A: Anybody who is engaged in taking bookings must take part in your organisations training programme. Q: How will you test that they have been trained? A: A training plan must be available for inspection during an onsite assessment. If training has already taken place Enforcement Officers will ask staff some general questions about the modules they have been trained in. Q: Who needs to get a Commission Skills Development Programme Certificate? A: At least one member of staff from the Dispatch Operator should prepare for and sit the Skills Development Test. Q: I have already trained all my staff through an outsourced training company – do I have to train them again using the Skills Development Programme? A: Industry standard customer care courses are acceptable in relation to customer care and customer complaints. The other modules are specific to the Skills Development Programme but if you have a large organisation it is acceptable to outsource training in these modules to a professional training company. External trainers who instruct staff in fare structure and assisting persons with disabilities must hold a Commission Skills Development Programme Certificate. Dispatch Operator Newsletter Issue 1 December 2008 11 Dispatch Operator Timeline • Receive the first Dispatch Operator Newsletter • Review and revise record keeping processes • Train staff in updated record keeping processes if necessary • Record keeping processes are in place The nominated person begins to prepare for the area knowledge module within the Skills Development Test • The Official Manual for Operating in the SPSV industry is released. All registered applicants receive a Dispatch Operator Licensing pack • The nominated person from the Dispatch Operator begins to prepare for the core modules of the Skills Development Test • Obtain a Tax Clearance Certificate • Review all driver and vehicle records to ensure they are up to date • Phase 1 Operators are licensed • All currently registered Dispatch Operators are licensed • Phase 3 Operators are licensed • Phase 2 Operators are licensed • The Skills Development Test goes live for Dispatch Operators • Dispatch Operators in Phase 1 are encouraged to apply as early as possible • All Dispatch Operators can apply for and sit a Skills Development Test from this date • Dispatch Operators with the following in place apply for the licence: • Valid, original Tax Clearance Certificate • Self Declaration of Compliance • Commission Skills Development Programme Certificate • Booking records in place (minimum four months) • Complaints records process in place • Up-to-date driver and vehicle records • Staff training plan in place • Dispatch Operator Licence Fee Mid December 08 End December 08 January 09 Mid March 09 Mid April 09 Mid May 09 Mid August 09 Mid July 09 Mid June 09 End October 09 Further information is available on the Commission’s website www.taxiregulator.ie or by contacting the Commission at: Commission for Taxi Regulation 35 Fitzwilliam Square Dublin 2 Lo-call Industry Line 1890 347 347 Published by the Commission for Taxi Regulation. © Commission for Taxi Regulation. All rights reserved. No part of this document may be copied, transmitted or reproduced in any form or by any means without prior written consent of the copyright owner. The Taxi Regulator brand mark may not be used or reproduced by any third party without the owner’s written consent. Notice: This publication is not a legal document and does not purport to be a legal interpretation of the relevant legislation. Further information Design:

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