Case Studies - Work-related Violence: Taxi Drivers

Work-related violence is a real and growing problem. It can include physical assault, threats or verbal abuse. In a recent study, HSL investigated how organisations manage the risk of violence to their lone working staff and presented the findings as a set of case studies.

One of the case studies focused on ‘black cab’ taxi drivers in London. ‘Black cab’ drivers can pick up customers by being hailed in the street or waiting at designated taxi ranks. Certain aspects of the taxi drivers’ work expose them to the risk of violence from the public. These include carrying money in the cab (or the public perception that the driver is carrying money), drunken and disorderly behaviour, and working late at night or early in the morning.

Members of the taxi organisations that HSL talked to had experienced robberies involving a variety of weapons, and verbal abuse and aggressive behaviour by passengers. The consequences of violent and abusive attacks include physical injuries, depression, and in the worst case death.

The organisations reported many cost-effective measures that drivers can use to help prevent and manage violence. Prevention is the key; drivers are encouraged not to put themselves in situations where they might be at risk. Training messages include being polite to passengers, acting in a non-confrontational manner and not retaliating if threatened. Communication between drivers and liaison with local police is essential. Although most drivers are self-employed, they are prepared to help fellow drivers if an incident occurs or if a cab breaks down.

Other measures relate to the use of equipment. These include the use of deadlocks in known violent areas; the installation of CCTV and visible signage in cabs; use of a decoy money bag; and lockable sliding screens fitted between the passenger and driver. Drivers are also able to do account work, which means that no cash changes hands between the driver and customer. This helps to minimise the risk of robbery. Taxi drivers also avoid known trouble spots.

The case study showed that using violence prevention and management measures increased drivers’ confidence and enabled self-employed drivers to continue to work with minimum risks to their health and safety.

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