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Booking service provider FAQs

CURRENT ALERTS: The current lockdown in Victoria has been extended. For more information, please see Current Restrictions in Victoria.

Due to the ongoing risk of COVID-19 in Victoria, the cleaning laws have been extended for 12 months until 1 October 2022.

CPV drivers must clean high-touch surfaces with approved products throughout a shift. They must also keep a record of every time the vehicle is cleaned.

Booking Service Providers (BSPs) and vehicle owners who take bookings, or only take unbooked services must:

  • give drivers a way to record and submit cleaning records
  • keep cleaning records for 12 months.
  • take reasonable steps to support drivers with their responsibilities.

An approved hand sanitiser must also be available to passengers for every CPV trip that starts in Victoria.

Read the CPV industry guidelines for an overview of the laws: CPV industry guidelines PDF, 13.8 MB

Read The Commercial Passenger Vehicle Industry Further Amendment Regulations 2020 for full details.

More information on the cleaning laws can be found here.

Do vehicle owners need to have the Service Victoria QR code in their vehicle?

Yes. It is mandatory for vehicle owners to have the Service Victoria QR code in their vehicle for use by drivers and passengers.

More information on the Service Victoria QR code requirements for commercial passenger vehicles can be found here.

Vehicle owners should work with drivers to encourage passengers to check-in using the Service Victoria QR code. Drivers are not responsible for ensuring passenger compliance with the Service Victoria QR code, and it is not mandatory for passengers to check-in but it is recommended.

Do I need to keep cleaning records for all drivers that I allocate bookings to?

Yes. In line with cleaning laws, you must keep a record of the cleaning activities for a CPV that you allocate bookings to. The cleaning records must be kept for 12 months.

For example, cleaning records created in October 2021 need to be kept until October 2022.

What information do I need to keep in a cleaning record?

For each vehicle, cleaning records must include the following information:

  • The registration number of the CPV.
  • A record that the vehicle has been cleaned every day before the driver’s first CPV trip.
  • The date and time the vehicle was cleaned, including:
    • the date and time the driver cleaned all driver high touch surfaces and passenger high touch surfaces at the beginning of a shift.
    • the date and time a driver cleaned all passenger high touch surfaces between each CPV trip
    • the date and time a driver cleaned all driver high touch surfaces between drivers (if the vehicle is used by multiple drivers)
    • the date and time the driver cleaned all high touch surfaces likely to be touched during private use by both the passenger and the driver before providing a CPV trip
  • the date and time the driver cleaned all driver high touch surfaces once per day (if the vehicle is used by one driver only)
  • The date and time of each CPV trip is provided.

For example, driver A has a booking at 8.30 am and another trip at 12 pm, with the last trip at 5pm. The vehicle will need to be cleaned before and after the 8.30 trip, after the 12 pm trip and at the conclusion of the 5pm trip. This means the vehicle is cleaned four times in one day.

Is there a specific format that a BSP must use when keeping cleaning records?

No. A BSP can choose the record keeping method that best suits their business. BSPs can also choose to use the cleaning record template developed by CPVV.

What requirement do BSPs have to make sure drivers they allocate bookings to are meeting cleaning requirements?

In line with cleaning laws, BSPs must take reasonable steps to make sure that drivers they allocate bookings to comply with the cleaning regulations. See our our BSP and vehicle owner cleaning regulations fact sheet PDF, 4.6 MB

BSPs must support drivers when driving a CPV to:

  • make hand sanitisers available to passengers
  • clean a CPV before providing a CPV trip
  • clean passenger high touch surfaces between CPV trips
  • clean driver high touch surfaces between drivers
  • clean driver high touch surfaces at the end of a shift.

Reasonable steps include (but are not limited to):

  • Providing drivers with hand sanitisers and cleaning products where possible
  • Auditing a driver’s cleaning activities and records
  • Providing training and resources to drivers on cleaning requirements and methods
  • Providing training and education on the cleaning laws

Specifically BSPs must provide information or instruction to drivers about:

  • wearing gloves and face masks when cleaning a CPV
  • the type of disinfectants and hand sanitisers to use
  • safely disposing of used cleaning products, gloves and masks
  • how to clean a CPV efficiently and effectively.

Will I have to limit the number of vehicles I provide bookings to?

No, there are no service restrictions on the commercial passenger vehicle industry. Travel restrictions may reduce the demand for commercial passenger vehicle services.

Do I need a COVIDSafe Plan and where do I find assistance to create one?

Yes. All booking services providers must have a COVIDSafe Plan. You do not need an individual plan for every vehicle in your fleet. Any drivers affiliated with your business must comply with your COVIDSafe Plan.

This COVIDSafe Sample Plan has been developed for booking service providers (BSPs) and operators not affiliated with a BSP to use.

You can find more information about COVIDSafe Plans here.

I am an independent owner/operator, what else do I need to know?

If you are a BSP that is exempt from registering with CPVV, you must also fulfil the requirements of a BSP. This includes vehicle owners that own one or two vehicles and accept bookings only for those vehicles.

If you only provide unbooked trips you must still ensure your vehicle is cleaned as required and keep cleaning records for your vehicle. For more information see What information do I need to keep in cleaning records.


Where can I find information on the COVID-19 vaccine program in another language?

Information on the vaccine program is available in multiple languages and can be found here.

Can I require my drivers get a COVID-19 vaccine?

No. The Australian Government’s policy is that receiving a vaccination is voluntary, although it aims to have as many Australians vaccinated as possible.

There are, however, limited circumstances where an employer may require their employees to be vaccinated. You can find more information on this matter here on the Fair Work Ombudsman’s website.

When are drivers able to get the COVID-19 vaccines?

Some drivers are eligible for a vaccine now under the Victorian state rollout.

Eligible drivers and driving instructors can now make a booking for their first does of the AstraZeneca vaccine. More information on if you are eligible and how to make a booking can be found here.