Passenger FAQs

When can I use a commercial passenger vehicle to travel and where can I travel to?

Under the First and Second Steps you can only use a commercial passenger vehicle to travel for a permitted purpose. That includes if you are a permitted worker, for emergencies, medical, care or compassionate purposes. You should only travel with members of your household, or a carer where possible. From the Third Step, you may travel for any purpose.

The driver is not required to ascertain whether the passengers is permitted to travel. You must not travel outside these permitted purposes, if you are unwell or displaying even the mildest of symptoms.

You must also wear a face mask when you leave home, unless you have a lawful exemption. This includes while travelling in a commercial passenger vehicle.

For more information about restrictions in Victoria, visit the Department of Health and Human Services website.

Should passengers wear a face mask?

Yes. People 12 years and older living or travelling in metropolitan Melbourne or regional Victoria must wear a fitted face mask when leaving home. A fitted face mask must cover the nose and mouth.

There are exemptions for individuals with breathing difficulties, and those who have physical conditions that make it difficult to wear a face mask. For information about face mask suppliers and how to wear a face mask, see here.

See the Department of Health and Human Services website for more information.

I’m a member of the Multi Purpose Taxi Program (MPTP). Am I allowed to travel? (Updated 30/10/20)

Under the First and Second Steps you can only use a commercial passenger vehicle to travel for a permitted purpose. That includes if you are a permitted worker, for emergencies, medical, care or compassionate purposes. You should only travel with members of your household, or a carer where possible. From Step Three, you may travel for any purpose.

You must not travel outside these permitted purposes, if you are unwell or displaying even the mildest of symptoms.

You must also wear a face mask when you leave home, unless you have a lawful exemption. This includes while travelling in a commercial passenger vehicle.

To support essential and permitted travel for MPTP members, the MPTP subsidy has been increased from 50 per cent to 70 per cent of the total trip value until 16 December 2020. Per trip caps ($60) and annual limits are unchanged.

I live near the NSW/Victoria border, can I use a commercial passenger vehicle service to cross the border?

Victorians in the region are allowed entry to NSW for extremely limited purposes. You can check service.nsw.gov.au to determine if your address falls within the border region.

Border region residents will only be able to cross into the other side of the NSW-Victorian border region to go to work or attend an education institution if they can’t work or learn from home or to obtain medical care, supplies or health services.

All border region residents must have a new permit issued by Service NSW to cross the border. You can apply for a new permit online at service.nsw.gov.au.

Your driver will also need a permit to enter NSW.

You should not stay in NSW for longer than reasonably for work, education or to obtain medical care, supplies or health services.

If you live or have travelled in Victoria outside the border region within the last 14 days, you are not permitted to enter NSW unless you are authorised under the NSW public health amendment order.

For more information see NSW border restrictions on the NSW government website.

I live near the SA/Victoria border. Can I use a commercial passenger vehicle service to cross the border? (Updated 26/10/20)

Yes. Cross-border community members as at 24 October 2020 can enter SA for any reason. Cross-border community members must ordinarily reside within 70km of the border and must not travel more than 70km into South Australia.

If requested by a SA authorised officer, you must also be able to produce evidence that you have undertaken a coronavirus (COVID-19) test in the previous seven days or evidence of a negative test result from a coronavirus (COVID-19) test from the previous seven days.

You will need to complete the cross-border travel registration before travelling into South Australia.

Find more information on the travel restrictions on this Government of South Australia website or phone the SA Information Line on 1800 253 787.

Can I use a commercial passenger vehicle if I am displaying symptoms of coronavirus (COVID-19) or travelling to a place of self-isolation?

Wherever possible, unwell passengers should use a personal mode of transport to minimise exposure to others.

If you do need to use a commercial passenger vehicle to travel to a location for isolation and you are displaying symptoms, then you should avoid contact with others (stay more than 1.5 metres from people).

You should sit in the back seat to achieve as much separation as is reasonably possible.

You should use hand sanitisers with at least 60 per cent alcohol, if available.

If the driver believes you have not taken the above precautions and cannot provide a safe service, then the driver may choose to refuse or terminate the trip.

It is never OK for drivers to refuse or cancel a trip based on a passenger’s nationality, disability or cultural background. There are equal opportunity and anti-discrimination laws that apply to fare refusal.

Can I pay my fare in cash?

A booking service provider may have their own policy regarding cash payments. You should check with the booking service provider or driver before riding in a commercial passenger vehicle. Digital and contactless payment methods are recommended where possible.

If you do pay in cash, you should wash your hands thoroughly with soap and water or hand sanitiser with at least 60 per cent alcohol after handling it.

Are drivers required to clean their vehicles after each trip to minimise the impact of the virus?

Drivers have been advised to clean and disinfect high touch surfaces in their vehicle after each passenger and after each driver with recommended products. For more information see Vehicle cleaning.

They are also advised to regularly wash their own hands thoroughly with soap and water, or use hand sanitiser with at least 60 per cent alcohol. Guidance on the cleaning of frequently touched surfaces is available here.

It is also recommended that drivers keep a box of tissues in the car.