Black & White Cabs is marketing our services to DVA Service Providers, accessing more and more work for our fleet "YOU". It is important to be as close to booking times as possible. If you get caught in traffic or held up, you MUST advise the Query Operator straight away. We need your realistic ETA so we can advise the Veteran you're on your way. This helps to keep our high standard of service for this important contract.
Queensland Transport Taxi Subsidy Scheme Update
Over the past few months Drivers have been experiencing some issues with electronic transactions, particularly with acceptance of the TSS cards. Because of this it was even suggested (by rank rumour) that drivers should not accept TSS cards and ask the passengers for cash. THIS IS NOT CORRECT as it is a legislative requirement that drivers must accept payment by a TSS card when a member is travelling in a Queensland taxi.
If a TSS card is failing at transaction time because of either the Cabcharge system is not working or
the EFTPOS unit in the cab is faulty, Drivers should then complete the Restricted Use Slip (RUS)
Obviously if the Cabcharge network is not working it is out of the Driver's hands. Alternatively however if the EFTPOS unit is not working, the Driver should go to an authorised Cabcharge Service Agent and have the unit replaced.
Further improvements to the system will follow the introduction of the latest Cabcharge EFTPOS terminals. It is expected that our fleet will have access to these terminals from September 2009.
Please note that we are now accepting RUS?s for either direct credit to your account or for cashing as we are now confident of our revised processing procedures that will allow us to pay Operators in the normal fashion.
SUBMITTING YOUR PAPER DOCKETS TO FLEET SERVICES DEPARTMENT FOR PROCESSING
Operators can now submit the following dockets all on the one batch header:-
Cabcharge blue dockets
Green emergency dockets : (Code B / manual e-Tickets / imprinted credit cards)
Restricted Use Slips (RUS)
PLEASE NOTE: IF YOU HAVE MORE THAN 75 OF THE SAME TYPE OF DOCKET, PLEASE USE AN ADDITIONAL BATCH HEADER. 75 IS THE MAXIMUM NUMBER OF DOCKETS YOU CAN SUBMIT ON THE ONE BATCH HEADER
Groups dockets must be presented on a different batch header.
WHAT TO DO WITH YOUR E-TICKETS!
Drivers and operators are reminded that TAXI eTICKETS are an EFTPOS only transaction. Although they can be processed manually this can only be done where EFTPOS transactions have failed (due to a communication error) or a terminal is not fitted or functioning. Any TAXI eTICKET transaction declined in a terminal, can not be processed manually and another form of payment should be sought, although this could simply mean asking for another ticket.
Transacting a TAXI eTICKET manually then later processing the fare via an EFTPOS terminal, will result in a chargeback. Passengers and account holders are entitled to have accurate time/date and fare details recorded against their statement of account. This can only happen when the fare is processed at the end of a journey or a manual docket is submitted with all details completed accurately.
- Tickets advise they are to be retained by the driver, this is to ensure customers know to hand over the single use ticket. However, drivers must then hand them to the operator at the completion of a shift.
- Once processed via EFTPOS, the TAXI eTICKET must be attached to the drivers EFTPOS receipt.
- TAXI eTICKETS should be removed from the Taxi at the end of each shift and stored securely.
- Failure to store securely may mean the original fare is also lost, should the TAXI eTICKET be used for another transaction (remember TAXI eTICKETS may be asked for verification of any fare, and not just in the weeks after a fare)
- As with EFTPOS drivers receipts, the TAXI eTICKETS should be stored until such time as the drivers receipts would no longer be required (minimum 12 months) at which time they must be destroyed. Failure to destroy them could mean a chargeback if another party uses the TAXI eTICKET to claim a fare.
- Under no circumstances should the passenger retain the used e-Ticket.
Taxi Security Camera Systems
Taxi Licence Owners, Operators and Drivers are reminded of the following important requirements for the operation of a Security Camera in a cab in Queensland.
- All must ensure the taxi operated under the licence is fitted with an approved taxi security camera.
- All must ensure that the taxi security camera is fully operational
- All must ensure that an approved taxi security system sign is displayed at each relevant place in or on the taxi.
Taxi Operators are required to ensure that all of their affiliated Drivers are competent in the operation of the Taxi Security Camera System.
Queensland Transport Taxi Subsidy Scheme Update
Talking on a mobile phone with passengers in your cab
This practice is illegal contravening current Road Rules. From a Black & White Cabs customer perspective it is both rude and dangerous as the passenger's best interests and safety is being jeopardised.
Overtaking other cabs whilst on Airport Drive
It appears as though tension is created in the airport feeder ranks when some Drivers appear to jump the queue. All Drivers are asked to observe common courtesy and good manners in relation to this matter. The airport is a consistent source of good work for our fleet. Let's make sure the feeder ranks are an area that driver can relax in and enjoy a peaceful environment whilst waiting for their next fare.
Allowing passengers to drink alcohol in your cab
This practice contravenes legislation in that passengers cannot eat or drink in a cab in Queensland. It appears as though some drivers are condoning the practice and creating a difficult situation for the driver of the next cab the passenger catches and is refused entry to the cab as they are still drinking from an open container of alcohol. This is an issue that needs the support of all of our Drivers, for the good of all of our Drivers.
"Why do I need to plot ahead?"
From time to time you may have experienced a delay with your MDT receiving data. This can occur when your cab is travelling at speed along a freeway. The job data being transmitted can have trouble getting through because your MDT will be changing radio channels as you travel. This can also scramble information at times resulting in only half the data being received (e.g. only the destination, or not all of the booking information).
At other times you may have received a job nowhere near you (usually way back behind where you have previously driven through). This occurs for the same reason. As your MDT changes channels while you drive, this slows down the data being transmitted to your car, so the system can start to dispatch a job to you while you are still in the area but by the time it finishes several minutes later you are long gone.
Plotting ahead helps you avoid wasting your time either running great distances or having to recall jobs. This also greatly reduces fuel costs and the frustrations of possibly receiving "Time-outs".
"When and why should I not set my Districts?"
38% of the bookings entered and dispatched are done so without having to speak to a Customer Service Operator by customer use of our IVR System. Bookings made through the IVR do not contain destination details. Many of these bookings can go to the Airport. Subsequently, Drivers setting districts are eliminating access to 38% of total bookings, thus reducing potential income.
Other jobs also don't have destinations, such as those leaving the Brisbane Taxi Service Area and are entered as "As Directed" with remarks added describing (eg Ipswich, Coolangatta Airport, Surfers Paradise, Maroochydore Airport etc) These jobs to district set cars have no destination so will not go to those cars. This reduces the chance of receiving MDT work by 38%.
If you (as recommended) use districts for the likes of change-over (or covering school groups, or even a personal appointment), then you need to understand how they work. The local (255), local and adjacent (254), and 10 km (253) districts are fairly straightforward and are explained in detail below.
The destination area district is more complicated. There is a full explanation below which you should read, but one of the most important points to remember is that you can be sent a long way past the area you set as a destination district. So if you need to head in a particular direction and you don't have much spare time, you could set a destination district for somewhere just past half way to where you want to go and keep updating as you get closer. If you are in Kenmore and need to be at Spring Hill set a destination district for Main Roads area 25. In this case you may end up anywhere as far as Chermside, Murarrie, Salisbury, The Gap or anywhere within (including local). If you haven't got time to go that far set a destination district for Taringa so you don't risk going beyond Mt Coot-tha, Corinda, Ashgrove or Annerley and Rocklea. If any job is sent through to you that has a destination beyond that, it can be recalled without your car being "timed out". As you get closer in to Taringa you could reset your destination district as Milton (113) or Paddington (106), although you could still end up at Ashgrove, Kelvin Grove, or the Valley.
How Districts Work
Districts allow you to specify a preferred destination, and the Raywood system will not allocate jobs to you that do not suit the destination you entered. Press C-6-7 (Main Menu - Next Page - Districts) and you will see the following screen:
*** SET DISTRICT ***
Enter the Required District?
253 10k - 254 Adj - 255 Local
There are 4 types of Districts:
Destination Area (C-6-7-A#-E) - You nominate the area you wish to head to. The computer only allocates jobs to you that take you closer to your nominated destination area than from where the job is dispatched. Please note: The job could take you the same distance past the area. To think about this correctly, imagine a circle drawn centred on the area you have set the district to. The circle should be big enough to reach to where you are plotted. Try this on a UBD to realise how big this area is.
District 253 (C-6-7-253-E-A#-E) - 10km. After you set district 253 and enter an area number, the computer only allocates jobs that have a destination area within 10km of the centre of the nominated area. You must be within 10km of the area you set.
District 254 (C-6-7-254-E) - Local and Adjacent. After you set district 254, the computer only allocates jobs finishing local or adjacent to your current area.
District 255 (C-6-7-255-E) - Local. After you set District 255, you are only allocated jobs finishing local - in the area you are in.
When you set Districts, the Main Menu displays D (destination area), T (10k), A (local and adjacent), or L (local) followed by the area number on the right hand top of the screen.
Some important points:
Once Districts are set they stay set, and are only cancelled by pressing C-6-7-0-E. They can also stay set for you when the driver before you logs off. Do this at the start of every shift to be sure.
Districts work by not giving you jobs, not by trying to find a job that suits you. If another car is in front of you, it will always get the job.
Districts only look at the destination of the job, never at the pickup address.
If you have the correct district set and you have to recall a job because it doesn't suit you, you will not get a penalty. If you do not have Districts set, you may be penalised.
Jobs without destinations (usually automated bookings from ecab or our IVR) will not be given to cars with districts set.
Districts will sometimes give you jobs that don't suit you:
Districts cannot take geography into account, so it takes no notice of rivers, freeways or anything else. For example, you could be plotted to Chermside with a district set to Albion (C-6-7-042-E), and the system would give you a job to Hawthorne.
The system relies on getting an accurate destination from the customer. If the customer changes their mind after booking, the district won't work.
Like with everything else, sometimes the system will just get it wrong. It doesn't happen often, but it does happen.
Despite these limitations, Districts can still help you get to or stay in a particular area. Use them coming up to changeover to help you get home on time.
"How do I make top money?"
Stay away from the Airport unless dropping a fare there. It is always best to drive back to the work in the suburbs and business districts, than it is to risk sitting on the feeder for more time than necessary. The chances of getting a fare to Surfers Paradise after a lengthy wait can lower your hourly rate. If you have driven away from the Airport and picked up continual work around Brisbane the chances of improving your hourly return would probably increase.
Too many cabs sitting in the feeder rank can also have a negative impact on our Service Levels to the travelling public. Our Minimum Service Levels are a critical factor used by Queensland Transport when assessing the number of taxi required in Brisbane to service demand.
Yuletide Street Holland Park Taxi Rank
Drivers are asked to keep noise to a minimum when using this rank and in particular not to rank there if the rank has 4 cabs already using the available spaces.
HANDY TIPS FOR DRIVERS & TAXI OPERATORS
Following an increase in reports of drivers plotting rank when not in the vicinity of the rank, a 15 Minute Time out has been introduced. Once a report is received, the Query Operators will GPS the identified car, confirm the driver's location and only when it is certain the driver is not on the rank will the 15 minutes time out be given. This has been introduced for a trial period to prove that the problem can be fixed in this fashion, as well as ensuring that frivolous reports are not being made.
To ensure you do not experience a delay in payment of dockets or dockets being rejected, please make sure you fill out ALL details in the fields provided.
Accounts Department are under instructions to ensure all dockets are presented correctly. In particular all dockets require the Veterans File number. This number begins with a "Q". EG: qx1234, qss1234. Leave no part of any docket blank.
Code A or B bookings
Bookings tagged with a Code A or Code B (as identified on the MDT Screen) are account customers. Never ask for these customers to pay cash. Use your green docket and fill out with all the information given on the job, or payment may be delayed.
Automatic No Job
We have been testing certain jobs to be cleared for a no job automatically in a bid to free up the Query. If you receive an auto no job a message will be sent to your MDT. We have had positive feedback from both Query Operators and our drivers. Any inquiries to Fleet Operations NOT Query.
Help us to help you - Groups Dockets
Groups and the Fleet Services Docket Window have experienced problems recently with some Groups Dockets brought in that have little or incorrect information.
Please note that all Groups Dockets must have a Week Ending date on the right hand side (under FROM: Suburb). Without this information we do not know when you did the job, and cannot validate it.
Also ensure you enter the correct Group Number which consists of a CODE and NUMBER. This information is in the top right hand corner next to GROUP, and you will find your Group Number in the Customer line of the job on your MDT. For example if you have ST 6169 - 2 PAX in the Customer line this will be CODE: ST and NUMBER: 6169.
This Group Number as well as the Week Ending Date is what Fleet Services Docket Window staff use to determine if your claim is valid.
Groups will assist if possible with genuine docket errors i.e. we understand drivers do get the Group Number mixed up occasionally or the amount is different to what a driver was asked for. However it is not our responsibility to find your docket information for you, and often we just don't have the time to go back and search for it.
Remember this is your money, you must do all you can to ensure you are paid.
Finally, just remember that the signature required on the Docket must be yours - no one else is required to sign. We hope the above will help solve any confusion and assist you in getting in and out at the Docket Window quickly.
Fares processed via an EFTPOS terminal are the safest option for protecting income. Terminals advise drivers if any fare processed has been approved and payment will be received. However, drivers are also notified when fares are declined, and another form of payment should be sought.
Unless the reason for a decline is a communication/terminal error, and a second attempt can be made, the fare should not be attempted again. Seek an alternate method of payment.
Declined messages are to alert the driver that the card/TAXI eTICKET may be cancelled, lost, stolen or insufficient funds are available to cover the fare. Also be aware that where a signature is required, the signature MUST be verified with that on the card. Even a fare processed electronically can be lost if receipts do not bear a signature that matches the cardholder's signature.
Continual attempts to process a fare via the terminal, even after being declined, can be seen as a deliberate attempt to defraud and may cause the loss of all transactions associated with that card/TAXI eTICKET.
Remember, all fares processed and approved via the EFTPOS Terminal are paid up to twice a week, giving a speedy return of your funds. Paper dockets of all types will still take 30 to 45 days for processing and payment once received by Cabcharge.
Drivers Uniform Rules
Can be a Black & White Cabs uniform cap, religious headwear or a hat approved by Black & White Cabs.
The uniform tie as sold by Black & White Cabs. The tie is optional when wearing a uniform shirt or white business shirt with epaulettes and uniform slides. The tie is compulsory when wearing a plain white business shirt.
Fully enclosed dress shoes or boots or fully enclosed black or white sports shoe.
Thongs, sandals and bare feet are not acceptable.
White long socks are to be worn with shorts and short black socks with trousers.
No longer permitted to be worn when driving a Black & White Cab.
No longer permitted to be worn when driving a Black & White Cab.
Our uniform shirt as sold by Black & White Cabs (with logo) or a long or short sleeved white business shirt with epaulettes and Black & White Cabs slides; or a long or short sleeved white business shirt worn with a Black & White Cabs uniform tie.
As sold by Black & White Cabs, may be worn tucked in or outside shorts or trousers for comfort. The style of the shirt allows either way to look good and offer maximum comfort for our drivers.
Shorts & trousers:
Denim material is not permitted. Black shorts of dress standard worn with a belt if belt loops are supplied. Black cargo style pants are permitted.
Jumpers / Jackets & Vests:
Black jumpers jackets or vests carrying Black & White Cabs logos or plain without logos are permitted.
For a full summary of the Driver Presentation Standards please contact Fleet Services.