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Booking service provider FAQs

  • The Victorian Department of Health has identified COVID-19 public exposure sites. Please visit the exposure sites page to check if you have been to any of the sites at the listed times. Anyone who has visited a Tier 1 exposure site during the times listed must immediately isolate, get a COVID-19 test, and quarantine for 14 days from the date of exposure.
  • Victoria is declaring all exposure sites published by NSW Health as Tier 1 exposure sites. Read more in our Border FAQs and in  COVID-19 case locations and alerts in NSW.
  • It is now mandatory for CPV owners to have a digital record keeping system, such as QR code, available in their vehicle for passengers to check-in. From 28 May, CPVs must provide a Victorian Government QR Code in their vehicle for occupants to check into using the Service Victoria app. Read more.
  • CPV drivers, bus drivers and driving instructors are now eligible for a COVID-19 vaccination. Read more.
  • Make sure you understand the cleaning laws and additional obligations that now apply to the CPV industry.

Do CPVs need to have a digital system to record passenger details?

Yes. It is mandatory for owners of commercial passenger vehicles (CPVs) to provide a digital record-keeping system, such as a QR code, in their vehicle(s) which records:

  • passenger’s first name
  • phone number
  • date and time the passenger used the service
  • registration number of the vehicle.

This service is integrated with the Victorian Government’s contact tracing system to help contact tracers respond to outbreaks even faster.

Owners should work with drivers to ensure customers are encouraged to check in whenever using the service. Drivers are not responsible for making sure passengers use the QR code. There is no requirement for passengers to check-in when using a CPV; however, it is strongly recommended.

Drivers can assist passengers to check in by turning on internal lighting and remaining stationary until they have registered via the QR code, as scanning the code in the dark or in a moving vehicle can be difficult.

To remind passengers to wear their mask and to check-in using the QR code, we recommend printing a free reminder and placing it next to the code in your vehicle.

If vehicle owners choose to use another QR code system, it must be linked with the Victorian Government’s Visitation API (Application Program Interface).

Connected third parties can go to the Victorian Government Visitation API to check if the QR Code service they are using is connected to the Victorian Government Visitation API.

See more in Keeping a digital record of passengers FAQs.

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

Yes. In line with cleaning regulations effective 18 November 2020, 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 March 2020 need to be kept until March 2021.

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 the drivers they allocate bookings to are meeting cleaning requirements?

In line with cleaning regulations effective 18 November 2020, 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, 757.3 KB

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 new cleaning regulations which take effect from 18 November 2020.

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.


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? (updated 29/4/21)

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.