Chauffeur FAQ — Presentation, Etiquette & Professional Standards

Luxury Chauffeur and Tours Pty Ltd  |  ACN 648 690 466  |  www.luxurychauffeurandtours.com.au

As a chauffeur with Luxury Chauffeur and Tours, you are the face of our brand. Many of our clients are corporate, executive, wedding and high-profile passengers who expect a discreet, polished and flawless experience. This FAQ sets the standards we expect of every chauffeur — in presentation, etiquette, punctuality and conduct — alongside your obligations under New South Wales point-to-point transport law. It applies whether you are engaged as an employee or a contractor, and works together with your engagement agreement and our policies. If anything is unclear, ask us before you drive.

Last updated: [insert date]

1. Dress and appearance — looking the part

What is the dress standard? You must be neatly and professionally dressed for every booking. Our standard attire is:

• A clean, well-pressed dark suit (charcoal, navy or black), or the uniform we provide.
• A crisp, ironed white or light business shirt.
• A conservative tie (unless we advise otherwise for a specific booking), and a jacket worn on arrival and when assisting passengers.
• Polished black leather closed shoes with dark socks.
• Any name badge or identification we issue, worn and visible.

Clothing must be clean, pressed, free of stains, tears, fading or wear, and appropriate to the season and the booking. If you are unsure what is required for a particular job (for example a wedding or black-tie event), ask us in advance.

Are there things I should not wear? Avoid casual items (jeans, sneakers, t-shirts, shorts), visible non-company logos or slogans, novelty items, and anything dishevelled or ill-fitting. Sunglasses should be removed when speaking with passengers.

2. Grooming and personal hygiene

What grooming standards apply? Immaculate personal grooming is essential in a luxury service:

• Hair clean, neat and tidy; facial hair clean-shaven or neatly trimmed.
• Hands and fingernails clean and well-kept (you will be opening doors and handling luggage at close quarters).
• Fresh personal hygiene each day, with discreet or no fragrance — never strong cologne or perfume, which can affect passengers.
• No smell of smoke, food or body odour in your clothing or on your person.
• Tattoos and piercings kept discreet where reasonably practicable, in keeping with a professional appearance.

You should arrive for every shift presented as though meeting your most important client — because you may be.

3. Personal etiquette and client interaction

How should I greet and address passengers? Greet passengers warmly, calmly and professionally. Where you have the passenger's name, address them respectfully (for example "Good morning, Mr Smith") and confirm the booking discreetly. Offer assistance with doors and luggage, hold the door for entry and exit where it is safe to do so, and ensure passengers are comfortable before departing.

What level of discretion and conduct is expected? Discretion is one of the most valued qualities in a chauffeur:

• Follow the passenger's lead on conversation. Some will wish to chat; many prefer quiet. Never force conversation.
• Avoid controversial topics such as politics and religion, and never comment on or repeat anything you see or hear.
• Keep your own phone silent and never take personal calls or use social media while a passenger is aboard.
• Anticipate needs — temperature, music, route preference, a bottle of water, help with bags — without being asked where you can.
• Be courteous to everyone you deal with on a job: hotel, venue, airport and event staff, and other road users.
• Maintain professional boundaries at all times; never solicit tips, personal contact or private work.

How should I handle a difficult or distressed passenger? Stay calm, polite and professional. Do not argue. If a passenger behaves unsafely, unlawfully or abusively, or is dangerously intoxicated, you may end the journey in a safe location and must report the incident to us promptly.

4. Punctuality and reliability

How early should I arrive? Always arrive early — we expect you to be at the pick-up point and ready at least 10–15 minutes before the booked time. Plan your route in advance, allow generous buffers for traffic, roadworks, parking and venue access, and complete your vehicle checks before you set out.

What if I'm delayed or there's a problem? Communicate immediately. If anything threatens your punctuality — traffic, a breakdown, illness — contact dispatch straight away so we can keep the client informed or arrange a backup. Never leave a passenger waiting and wondering.

How do you measure reliability? Reliability is fundamental to our reputation. That means: only accepting jobs you can genuinely fulfil, honouring your roster and confirmed bookings, never cancelling at the last minute except in a genuine emergency, monitoring flights and sailings for transfers and adjusting to actual arrival times, and following through on every detail of the booking. Repeated lateness, no-shows or last-minute cancellations are treated as serious performance issues.

5. Vehicle presentation

What condition must the vehicle be in? The vehicle is part of the experience. Before every booking it must be:

• Clean and detailed inside and out, free of odours, marks, rubbish and personal items.
• Fully fuelled or charged, with climate control set to a comfortable temperature.
• Stocked with any agreed amenities (for example water or tissues), and presented to our standard.
• Checked for safety and roadworthiness as part of your pre-trip inspection (tyres, lights, brakes, fluids, cleanliness).

Never present a vehicle that is dirty, damaged, low on fuel, or that you believe is unsafe.

6. Eligibility and licensing (NSW compliance)

What must I hold to drive passengers for hire in NSW? You must meet all driver eligibility requirements under the Point to Point Transport (Taxis and Hire Vehicles) Act 2016 and Regulation before you carry a passenger:

• An unrestricted Australian driver licence (not a learner or provisional licence) held for at least 12 months in the preceding four years.
• The medical standard for commercial drivers, evidenced by a current Passenger Transport Licence Code (PT Code) on your NSW licence.
• No disqualifying offences, and no driver authority cancelled or refused in the past 10 years on "fit and proper person" grounds.

We verify your eligibility before you start and monitor it on an ongoing basis, including criminal-history checks.

What must I tell the business, and when? Notify us immediately of anything affecting your eligibility or safety — any change, suspension or condition on your licence; any change to your PT Code or medical fitness; any charge or conviction; or any medical condition, medication, injury or fatigue affecting your driving. Keeping your credentials current is your responsibility.

7. Bookings, safety and the rules of the road

Can I accept street hails or take cash jobs? No. We are a booked hire-vehicle service. Under NSW law, hire vehicles may only be engaged by prior booking — you must never tout, ply for hire, accept street hails or take rank work. Only accept jobs allocated through Luxury Chauffeur and Tours, and never take private cash bookings or divert our clients (see Section 9).

What are the alcohol, drug and fatigue rules? NSW law applies a 0.02 blood alcohol concentration limit to licensed point-to-point drivers. Our policy is stricter: you must be entirely free of alcohol and any impairing or illicit drug while on duty, and must not drive if any medication could impair you. You must arrive rested, take required rest breaks under our fatigue policy, and stop driving if you become unfit to continue. Tell us immediately if you are too tired or unwell to drive safely.

What is my duty of care on the road? You have a legal duty to take reasonable care for the safety of yourself, your passengers and others, and to follow our reasonable directions. Drive lawfully, smoothly and courteously, keep to road rules and speed limits, never use a hand-held phone while driving, and ensure all passengers are seat-belted and that children are in approved restraints before moving off. No smoking or vaping in our vehicles at any time.

8. Incidents and notifiable occurrences

What do I do in an accident or breakdown? Stop, make the scene safe, check on anyone injured and call emergency services if needed. Do not admit liability. Notify us as soon as practicable and complete an incident report.

Which incidents must I report to the business straight away? Certain serious incidents are "notifiable occurrences" that the business must report to the Point to Point Transport Commissioner as soon as practicable — and failing to report is an offence carrying heavy penalties. So we can meet that duty, tell us immediately if any of the following occur:

• a mechanical fault that prevents the vehicle completing its journey;
• any incident leading to a police complaint about sexual assault, indecent exposure, actual assault, physical threats or other intimidation;
• you being charged with a major offence under the Road Transport Act 2013.

When in doubt, report it and let us assess. Never delay.

9. Confidentiality, privacy and protecting the business

How must I treat client information? All passenger identities, itineraries, conversations, locations and personal information are strictly confidential. Do not photograph passengers or vehicles, do not post anything about your work on social media, and do not discuss or use client information for any purpose other than completing the booking. This obligation continues after your engagement ends.

What is the non-circumvention rule? You must not solicit, divert or accept work from our clients privately or for a competitor, share our client lists or pricing, or otherwise bypass the business. Our clients, pricing, booking systems and methods are confidential and remain the property of Luxury Chauffeur and Tours.

How must I handle personal data? Handle personal information (booking, contact, payment and location data) only as needed to do your job, keep it secure, and comply with our Privacy Policy and applicable Australian privacy laws.

10. Lost property

A passenger left something behind — what should I do? Do not keep it. Secure and log the item and hand it in to us promptly with the booking details, so we can return it to the passenger through the proper process.

11. What happens if I don't meet these standards?

These standards exist to keep passengers safe and to protect the reputation and licence of the business we all rely on. Breaches — such as poor presentation, lateness or unreliability, driving while ineligible or impaired, failing to disclose a relevant change, touting or taking cash jobs, breaching confidentiality, or failing to report an incident — may result in re-training, suspension or termination of your engagement, and can expose you to penalties under NSW law.

12. Who to contact

Operations / dispatch: [insert phone / email] Compliance & incidents (urgent): [insert 24/7 contact] Point to Point Transport Commissioner: 131 727 — www.pointtopoint.nsw.gov.au Luxury Chauffeur and Tours Pty Ltd (ACN 648 690 466) — www.luxurychauffeurandtours.com.au Booking Service Provider Authorisation No.: 417486 This FAQ forms part of our policies and your engagement. It does not replace your obligations under NSW point-to-point transport law or your engagement agreement, which prevail where there is any inconsistency. We will update this document as laws and standards change.