Part 2

You should spend about 20 minutes on Questions 15-27, which are based on Reading Passage 2 below.

Procedure for making a complaint at work

If you have a problem or complaint at work, you might want to take this up with your employer. This is called ‘raising a grievance’.

Often the best way to sort out a problem is to request an informal meeting with your immediate manager to explain your concerns. You may find it is possible to sort the problem out in this way without having to take any further action.However, if you do not feel your problem has been solved,you may decide to raise a formal grievance. In this case you should first try to find out your company’s grievance procedure. You should be able to find details of this in your Company Handbook, HR or Personnel manual, or on your company’s HR intranet site.

The next step will probably be to write to your employer. Explain your problem, and if you can think of a possible solution for resolving it, give details of this. When you have written your letter, check that you have written the date, and retain a copy so that you have a record of what you wrote. Your employer should arrange an initial meeting at a reasonable time and place to discuss your grievance.You are entitled to ask either a colleague from work or a trade union representative to go to the meeting with you. After the meeting, your employer should write to you, telling you what they have decided to do about your grievance.

If you don’t agree with your employer’s decision, you have the right to appeal against it. This must be done in writing. A further meeting should then be called, which should be led by a more senior manager if possible. If you are still not satisfied with the decision made at this meeting, you may consider whether one way to solve the problem might be through mediation.This may be done inside the company or by an external agent. Alternatively, you can make an employment tribunal claim.You must do this no more than three months after the time when the event you are complaining about happened. If your application is received after this time limit, the tribunal will not usually accept it.

Questions 15 – 21

Complete the flow-chart.

Write ONE WORD AND/OR A NUMBER from the text in each gap. Write your answers in each gap.

Raising a grievance at work

↓

↓

↓

↓

↓

↓

Driving a taxi or private hire vehicle

Taxis are an important part of any town or city’s transport system. Taxis have a licence plate and roof sign that states they are a taxi.As a taxi driver, you might be booked in advance, wait on a taxi rank or pick up passengers while on the move. You could combine normal ‘pick-up’ jobs with prearranged contracts such as regular trips for schoolchildren or those unable to drive. You might also make longer-distance trips such as taking people to airports. The other type of passenger transport is a private hire vehicle.As a private hire driver, you can only collect passengers who have pre-booked through your operator. You cannot be flagged down in the street.

When working in a taxi or private hire vehicle, you would:

• take job details over the radio from the operator at the office or by an in-car computer

• help to load and unload passengers’ luggage

• assist passengers with any physical conditions that make it difficult for them to get in and out of the vehicle

• take payments

• keep the vehicle clean and roadworthy

• keep accounts and records, if self-employed.

Working conditions and skills

You would spend most of your time on the road, sometimes in heavy traffic, and you would be constantly on the move.The job allows you to choose your hours, but you will find more work in the evenings. You would work between 40 and 60 hours a week if full time. In the UK,17% of taxi drivers are employed full time,17% are employed part time and 66% are self-employed.As well as being a skilled driver, you need to be good at communicating with people and helping customers. You must be tactful when dealing with problems and have good time management and numeracy skills.

Requirements

You will need a special licence from your local authority to be a taxi driver or private car hire driver. For this, you usually need to be over 21 years old, to have a clean current driving licence and to have been driving for at least 12 months. You may also need to pass a test of knowledge about the local geography. If you are using your own vehicle, it will also need a special licence.

Many employers value additional driver training which could include the Advanced Driving Test offered by the Institute of Advanced Motorists. Evidence of basic mechanical skills, such as RQF level 4, would also be welcome.

Questions 22 – 27

Complete the sentences below.

Choose ONE WORD ONLY from the passage for each answer. Write your answers in each gap.

Private hire drivers only take passengers by arrangement with an 22_______________ .

A driver’s job may involve helping those with 23______________problems.

Working hours for drivers may vary, but the greatest demand is in the 24______________.

The majority of drivers are 25______________.

A driver needs to be familiar with the 26______________of the area.

lt may be useful if a driver has evidence of some 27_____________ability.