Customer Service

Question 1

The Equal Opportunity Act prevents drivers from discriminating against passengers on grounds of:

Answer 1

• Race
• Religion
• Sexuality
• Gender
• Age

Question 2

Who does a driver talk to about safe working and procedures?

Answer 2

Principal Driver

Question 3

Who does a driver talk to about company policies and procedures?

Answer 3

Depot manager

Question 4

Times when a driver needs to make PA annoucements? (8)

Answer 4

• 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

Question 5

A driver must never make PA announcements…

Answer 5

… when within the braking zone towards a platform or signal, and when actively departing a platform

Question 6

If auto-announcements are inoperative, when must a manual PA be made? (4)

Answer 6

• Pre-departure
• Major/Junction platforms
• Terminal stations
• Express running conditions

Question 7

What must be included in pre-departure announcements

Answer 7

• Destination
• Stopping conditions of service

Question 8

When must a pre-departure announcement be made?

Answer 8

Two minutes prior, and only when safe. Must be completed 30 seconds prior to departure

Question 9

What must a driver do if a wheelchair ramp is found to be unserviceable?

Answer 9

Swap it at first opportunity and report as per the FMP

Question 10

Where are primary and secondary doors on Comeng and Xtrap?

Answer 10

Primary: leading cab doors 1 and 6
Secondary: leading cab doors 2 and 5

Question 11

If a PA system is broken, when must a driver make announcements (4)?

Answer 11

1. pre-departure
2. major/Junction platforms
3. terminal stations
4. express running conditions

Question 12

What must a driver inform of in pre-departure announcement?

Answer 12

• Destination
• Running conditions

Question 13

During extended delays, how often must PA announcements be made?

Answer 13

Every 5 minutes

Question 14

On Siemens where are primary and secondary doors?

Answer 14

Primary doors: leading cab doors 1 and 4

Secondary doors: lead centre motor doors 1 and 4

Question 15

Primary and secondary doors on a HCMT?

Answer 15

Primary doors: doors 1 and 2
Secondary doors: DMp doors 1 and 2

Question 16

What is protocol if driver is being relieved at opposite end but needs to detrain a special needs passenger?

Answer 16

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

Question 17

What is a “near miss”

Answer 17

Where the driver has to react by applying either unscheduled normal brake or emergency brake to avoid collision with an obstruction

Question 18

Where is the most common “near miss”?

Answer 18

Pedestrians crossing tracks at level crossings

Question 19

If a train is involved in an accident with a dangerous goods vehicle, precautions that must be taken are: (4)

Answer 19

1. Stay upwind of gas
2. Avoid contact with materials
3. avoid inhalation of gas, fumes, mist or dust
4. Ensure no signs of ignition

Question 20

When encountering minor dangerous goods spills, a driver should:

Answer 20

1. check vehicle for spills kit
2. notify train controller
3. Ensure drains and waterways are protected from runoff