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Keeping a digital record of passengers

What are the rules around QR codes? (updated 21/5/21)

It is mandatory for CPV owners to have a digital record-keeping system in their vehicle for passengers to check in.

From 28 May 2021, vehicle owners must provide the Service Victoria QR code in their commercial passenger vehicle for drivers and passengers to check in. The Service Victoria app collects:

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

In addition to this, owners are required by Department of Health to keep:

  • copies of cleaning records and booked commercial passenger vehicle service trip data if the booking service provider maintains these
  • trip data about any unbooked services the vehicle provides.

Service Victoria has developed QR codes specifically for commercial passenger vehicles that are free and easy to use.

You can download a Service Victoria QR code for your commercial passenger vehicle here: https://busreg.covid19.dhhs.vic.gov.au/vehicles/s/login/SelfRegister

This Service Victoria app is integrated with the Victorian Government’s contact tracing system to enable a quick response to outbreaks.

Vehicle owners should work with drivers to ensure passengers are encouraged to check in when using the service. Drivers are not responsible for making sure passengers use the QR code and there is no mandatory requirement for passengers to check in. However, it is highly recommended that they do so for contact tracing purposes.

To find out more about the Service Victoria app and QR Code service visit the Victorian Government’s COVID-19 website.

Why do people need to provide their last names when checking in? (updated 21/5/21)

The Service Victoria app now records surnames to provide contact tracers with more information to contact people quickly if an outbreak occurs.

The Service Vic app will record a customer’s first name, surname, and phone number from 9am on Tuesday 18 May 2021, as required by the Chief Health Officer’s directions.

If you have already switched to the Service Vic app, then you do not need to take any action. If you have not yet switched over, you have until 28 May 2021 to do so.

The collection of last names makes it easier and faster for contact tracers to identify and contact people who may have been exposed to a COVID-19 case at a venue they have visited.

The more rapidly contact tracers can identify close contacts, the faster we can get on top of an outbreak. These measures protect all Victorians and enable us to keep doing the things we enjoy.

What is a QR code?

A QR code is a website link that a smartphone camera can recognise. If a user points their smartphone camera at a code, the weblink should open. In the case of record keeping sites, the user is taken to a form where they can provide their contact details. This allows business owners, including owners of commercial passenger vehicles, to keep visitor or passenger records for COVID-19 contact tracing purposes, helping us to stay safe and stay open.

What other records are vehicle owners required to keep?

If you are:

  • an owner driver, including if you lease the vehicle
  • a vehicle owner who engages drivers to provide commercial passenger vehicle services using your vehicle/s
  • a booking service provider that owns vehicles used to provide commercial passenger vehicle services

you must keep records to demonstrate compliance with the Directions.

For example, if you engage drivers to provide commercial passenger vehicle services using your vehicle/s, you must keep records of driver payments (these may be used to cross-check shift information). Examples used to demonstrate you are meeting the requirement includes, but is not limited to:

  • copies of cleaning records and booked commercial passenger vehicle service trip data if your booking service provider maintains these
  • trip data about any unbooked services your vehicle provides.

Why is digital record keeping a requirement?

The Victorian Government has identified commercial passenger vehicles as high-risk environments for the spread of COVID-19. Record keeping using QR codes helps the Victorian Department of Health with contact tracing to limit the spread of COVID-19, allowing us to stay safe and stay open.

Which businesses does this requirement apply to? (updated 21/5/21)

This applies to anyone whose vehicle is registered as a commercial passenger vehicle (taxi, rideshare vehicle or hire car) with Commercial Passenger Vehicles Victoria (CPVV). If your vehicle appears on the CPVV public register and is actively providing CPV services, you need to make available a digital system (such as a QR code).

From 28 May 2021, vehicle owners must provide the Service Victoria QR code in their commercial passenger vehicle for drivers and passengers to check in.

Where should vehicle owners display the QR code?

The QR code needs to be displayed inside the vehicle in an area that is easily accessible and visible to passengers at all times, for example, on the back of the driver’s or front passenger seat. The QR code will be usable for longer and will be easier to clean if it is laminated. Vehicle owners are responsible for printing out and laminating their own QR codes.

Helping passengers check in by offering them a paper information sheet about using QR codes is an infection risk. These sheets must be laminated or placed in a plastic sleeve, so they can be cleaned regularly.

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.

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.

What is the penalty if a digital record keeping system is not made available in commercial passenger vehicles?

Department of Health authorised officers, police officers and WorkSafe inspectors can enforce this change.

Penalties of up to $1652 for individuals and $9913 for businesses can be issued if owners are not following the rules.

What if a passenger doesn’t want to scan the QR code?

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 recommended that passengers are encouraged to use the QR code.

A digital record keeping solution is a secure and safe way for passengers to check in and allows for data to be quickly and privately accessed by the Department of Health for contact tracing purposes.

However, to encourage passengers to check in using the code we recommend printing a free reminder below and placing it next to the code in your vehicle.

Where can commercial passenger vehicle owners go for more information about the free Victorian Government QR Code Service?

Visit the Coronavirus Victoria website here.

How long does the Victorian Government QR Code Service keep passenger records for?

Services Victoria will store all passenger records for 28 days. Records are only provided to the Department of Health for contact tracing purposes if someone who has used a vehicle, or visited a venue, tests positive to COVID-19.

Can Commercial Passenger Vehicles Victoria use the data collected through QR code record-keeping services to fulfil booking service providers’ record-keeping requirements?

No. The passenger record data is collected by Service Victoria and can only be accessed by the Department of Health for COVID-19 contract tracing purposes.

What if a passenger is not able to use the QR code to check in?

It is strongly recommended that passengers when using a CPV check in with the available digital record keeping solution such as a QR code; however it is not a requirement.

If passengers do not have a smartphone to check in CPVV recommends:

  • If travelling with a friend or family member who does have a smartphone, that they check them in using the digital solution provided in the CPV.
  • The passenger book the trip in advance. By booking a trip in advance the booking service provider will keep a record of the booking and will be able to work with the Department of Health to support contact tracing should this be needed.