Procedure For Making A Complaint At Work & Driving A Taxi Or Private Hire Vehicle - IELTS Reading Answers & Explanations
From Cambridge IELTS 17 General Training Reading Test 3 · Part 2 · Questions 15–27
Reading Passage
==== Read the text below and answer questions 15-21 ====
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 decided 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 internal 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 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.
==== Read the text below and answer questions 22-27 ====
Driving a taxi or private hire vehicle
Taxis are an important part of any town of city’s transport system. Taxis have a licence plate and roof sign that states they are 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 care 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
Questions 15–21 Flow Chart Completion
Complete the flowchart below. Choose ONE WORD AND/OR A NUMBER from the text for each answer.
Raising a grievance at work
– Ask to see your immediate manager on an 15 basis
– If not satisfied find details of your company’s grievance procedure. This may be in a handbook 16 or on an internet site
– Write to your employer with details of your complaint. You may also suggest a 17 Make sure there is a date on your letter and keep a copy.
– Your employer should hold a meeting. You have the right to be accompanied by a 18 or a trade union representative.
– Your employer should then inform you of the decision in writing. If you are not happy with the decision, you can appeal in writing.
– Your employer should then arrange a further meeting. Where possible this should be led by a manager who is 19 to the previous one
– If you are still not happy with the decision you can
– think about the possibility of 20
– make an employment tribunal claim. This must be done within 21 of the date of the event.
Questions 22–27 Sentence Completion
Complete the sentences below. Choose ONE WORD ONLY from the text for the answer.
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.
It may be useful if a driver has evidence of some 27 ability.
Answers & Explanations Summary
| # | Answer | Evidence | Explanation |
|---|---|---|---|
| Q15 | Informal | Often the best way to sort out a problem is to request an informal meeting with your immediate manager to explain your concerns | Excerpt/Passage Explanation: The passage says that the best way to fix a problem is to have a casual meeting with your boss to talk about your worries. Answer Explanation: The answer means a relaxed or casual meeting without a formal setting. Reason For Correctness: The correct answer is 'informal' because the passage says that the best way to sort out a problem is to ask for an 'informal meeting' with your immediate manager to discuss your concerns. This shows that informal meetings are a good first step for addressing issues at work. |
| Q16 | Manual | you should be able to find details of this in your Company Handbook, HR or Personnel manual or on your company's HR internal site | Excerpt/Passage Explanation: The passage says you can find information about how to complain at work in your Company Handbook or a manual. This means that manuals are important sources of information. Answer Explanation: The answer is 'manual'. This means a book or document that gives information about company rules. Reason For Correctness: The correct answer is 'manual' because the passage mentions checking your company's grievance procedure, which can be found in your Company Handbook, HR or Personnel manual. A manual typically contains important information and guidelines about workplace procedures. |
| Q17 | Solution | Explain your problem and if you can think of a possible solution for resolving it give details of this | Excerpt/Passage Explanation: The passage says you should tell your employer what is wrong and if you have an idea to fix it, you should share that idea. Answer Explanation: The answer is 'Solution'. This means a way to fix the problem. Reason For Correctness: The correct answer is 'Solution' because after writing to your employer about your complaint, you may also suggest a way to fix the problem. The passage talks about resolving issues and mentions considering possible solutions. |
| Q18 | Colleague | You are entitled to ask either a colleague from work or a trade union representative to go to the meeting with you | Excerpt/Passage Explanation: The passage means you have the right to ask a co-worker or a person from your worker's group to join you at the meeting where you talk about your work problem. Answer Explanation: The answer is 'Colleague,' which means a person you work with. Reason For Correctness: The correct answer is 'Colleague' because the passage states that during the meeting about your complaint, you have the right to bring someone with you, and this person can be a colleague from work or a trade union representative. This shows that you can have support when discussing your grievance. |
| Q19 | Senior | A further meeting should then be called which should be led by a more senior manager if possible | Excerpt/Passage Explanation: The passage says that the next meeting should be led by someone who is higher in rank than the previous manager. Answer Explanation: The answer means 'higher-level' or 'more experienced' manager. Reason For Correctness: The correct answer is 'senior' because in the process of raising a grievance, if you want to appeal a decision, the passage says that the next meeting should be led by a manager who is more senior than the one who made the original decision. |
| Q20 | Mediation | 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 | Excerpt/Passage Explanation: The passage says that if you are not happy with the decision after the meeting, you can think about solving the problem with mediation. This means finding someone who can help both you and your employer talk about the issue. Answer Explanation: The answer 'mediation' means getting help from a neutral person to solve a problem. Reason For Correctness: The correct answer is 'mediation' because the passage explains that if you are still not satisfied with a decision after the second meeting, one way to solve the problem is through mediation. This means having a person who is not involved help you and your employer to discuss and try to fix the issue. |
| Q21 | 3 months / three months | You must do this no more than three months after the time when the event you are complaining about happened | Excerpt/Passage Explanation: The passage says you must make your claim within three months after the problem happens. If you wait longer, your claim will not be accepted. Answer Explanation: The answer is "three months." This means you have to make your claim within three months after the problem happened. Reason For Correctness: The correct answer is "three months" because the passage explains that if you want to make an employment tribunal claim, it must be done no more than three months after the event you are complaining about. If you wait longer than three months, your claim will usually not be accepted. |
| Q22 | Operator | As a private hire driver, you can only collect passengers who have pre booked through your operator | Excerpt/Passage Explanation: The passage says that private hire drivers can only pick up passengers who have made a booking through their operator. This means they cannot take passengers who just wave them down. Answer Explanation: The answer is 'Operator'. An operator is a person or company that organizes the work for private hire drivers. Reason For Correctness: The correct answer is 'Operator' because private hire drivers collect passengers only after they have made arrangements through this person or company. According to the passage, private hire drivers can only pick up passengers who have pre booked through their operator. |
| Q23 | Physical | Assist passengers with any physical conditions that make it difficult for them to get in and out of the vehicle | Excerpt/Passage Explanation: The passage says that taxi drivers help passengers who have body issues that make it hard for them to get in and out of the car. Answer Explanation: The answer 'physical' means related to the body. In this context, it refers to problems that affect a person's ability to move or get in and out of the vehicle. Reason For Correctness: The correct answer is 'physical' because the passage states that taxi drivers need to assist passengers with any issues that make it hard for them to enter or exit the vehicle. This means they help those who have physical problems. |
| Q24 | Evenings | You will find more work in the evenings | Excerpt/Passage Explanation: The passage says that taxi drivers have more chances to work during the evenings, which means it is a busy time for them. Answer Explanation: The answer is 'Evenings', which means the time of day when the sun goes down and it gets dark. Reason For Correctness: The correct answer is 'Evenings' because the passage says that taxi drivers find more work during this time. It explains that the job allows you to choose your hours, but there is greater demand for taxis in the evenings. |
| Q25 | Self-employed | In the UK, 17% of taxi drivers are employed full time, 17% are employed part time and 66% are self-employed | Excerpt/Passage Explanation: The passage says that most taxi drivers in the UK work for themselves. This is what 'self-employed' means, and it shows that many drivers do not have an employer. Answer Explanation: The answer is 'self-employed'. This means a person works for themselves and is not working for a company as an employee. Reason For Correctness: The correct answer is 'self-employed' because the passage says that in the UK, 66% of taxi drivers are self-employed. This means they work for themselves rather than as employees of a taxi company. |
| Q26 | Geography | you may also need to pass a test of knowledge about the local geography | Excerpt/Passage Explanation: The passage means that a taxi driver might have to take a test to know about the different places in the local area. Answer Explanation: The answer is 'Geography'. This means the study of places and how they relate to each other. Reason For Correctness: The correct answer is 'Geography' because the passage says that to be a taxi driver, one may need to pass a test about local geography. This shows that knowing the geography of the area is important for taxi drivers. |
| Q27 | Mechanical | Evidence of basic mechanical skills, such as RQF level 4, would also be welcome | Excerpt/Passage Explanation: The passage says that proof of basic mechanical skills can be helpful. This means knowing how machines work is good for taxi drivers. Answer Explanation: The answer is 'Mechanical'. This means related to machines or how they work. Reason For Correctness: The correct answer is 'Mechanical' because the passage mentions that having evidence of mechanical skills, such as RQF level 4, is seen as beneficial for taxi drivers. This shows that mechanical ability is important for the job. |