Passenger FAQs

UPDATE 3/8/20: Following the Premier's announcement and the move to stage 4 restrictions in metropolitan Melbourne, commercial passenger vehicle services will remain available, but are only to be used to support access to permitted services and provide transport for permitted workers. We'll provide further details as they become available. Our FAQs, including those below, are still being reviewed to reflect the changes. In the meantime, visit the Department of Health and Human Services' website for general information.

New 5/8/20: When can I use a CPV to travel and where can I travel to?

All Victorians are required to stay home. You can use a commercial passenger vehicle to travel for a permitted purpose.  Permitted purposes are:

  • Metropolitan Melbourne: Stage 4 restrictions are in place from 6pm on 2 August in metropolitan Melbourne.  A curfew is in operation from 8pm to 5am every evening, with people only allowed to leave their house for work, and essential health, care or safety reasons.  There is new time, distance and gathering limits in metropolitan Melbourne. Visit the DHHS website for details.
  • Regional Victoria: From 11:59pm on 5 August, Stage 3 Stay at Home restrictions apply if you live and work in regional Victoria, including Mitchell Shire, there are only four reasons that you can leave home: for food and necessary goods or services, for care, caregiving and medical treatment, exercise, and for work or study if you can’t do it from home.

Please note 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 covering when you leave home (unless you have a lawful exemption). This includes while travelling in a CPV.

For more information about what you can do, visit the Department of Health and Human Services website.

Updated 5/8/20: Should passengers wear a face covering?

Yes. People 12 years and older living or travelling in metropolitan Melbourne or regional Victoria must wear a face covering when leaving home for one of the permitted reasons.

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

If you are travelling with others outside your household, including passengers or other people from your work, you must wear a face covering.

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

New 5/8/20: I’m a member of the Multi Purpose Taxi Program (MPTP). Am I allowed to travel?

Yes, you can use a commercial passenger vehicle to travel for a permitted purpose. Permitted purposes are:

  • Metropolitan Melbourne: Stage 4 restrictions are in place from 6pm on 2 August in metropolitan Melbourne.  A curfew is in operation from 8pm to 5am every evening, with people only allowed to leave their house for work, and essential health, care or safety reasons.  There is new time, distance and gathering limits in metropolitan Melbourne. Visit the DHHS website for details.
  • Regional Victoria: From 11:59pm on 5 August, Stage 3 Stay at Home restrictions apply if you live and work in regional Victoria, including Mitchell Shire, there are only four reasons that you can leave home: for food and necessary goods or services, for care, caregiving and medical treatment, exercise, and for work or study if you can’t do it from home.

Please note 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 covering when you leave home (unless you have a lawful exemption). This includes while travelling in a CPV.

To support MPTP members make essential and permitted travel, the MPTP subsidy has been increased from 50% to 70% of the total trip value until 3 November 2020. Per trip caps ($60) and annual limits are unchanged.

For more information about what you can do, visit the Department of Health and Human Services website.

Updated 21/7/20: I live near the NSW/Victoria border, can I use a commercial passenger vehicle service to cross the border?

From midnight Tuesday 21 July a border zone, clearly defined along the Murray River, will restrict entry to NSW for Victorians to extremely limited purposes. You can check service.nsw.gov.au to determine if your address falls within the newly established border restrictions.

Border zone residents will only be able to cross into the other side of the NSW-Victorian border zone 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 zone residents must have a permit issued by Service NSW to cross the border. Permits issued up until the commencement of the border zone will expire at midnight 21 July. You will need to reapply for a new border entry permit. 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 zone 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.

New 3/8/20: I live near the SA/Victoria border. Can I use a commercial passenger vehicle service to cross the border?

You can only use a commercial passenger service to cross the SA border if you are an essential traveller or essential traveller (restricted). Cross border community members are considered essential travellers if they ordinarily reside within 40km of the SA border.

Cross border community members can enter SA for employment or education, providing or receiving care and support, or obtaining food, fuel, supplies or medical care. You must not travel more than 40km 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 7 days or evidence of a negative test result from a coronavirus (COVID-19) test from the previous 7 days.

You will need to complete the cross border travel registration at least three days before travelling into South Australia.

See more information on the SA travel restrictions 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 travel 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 drivers refuse payment in cash?

We recognise that cash may not be a driver’s preferred method of payment in this environment. Digital and contactless payment methods may assist in reducing contact between drivers and passengers. 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.

Avoid touching your face with unwashed hands.

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 wash their own hands thoroughly with soap and water, or use hand sanitiser with at least 60 per cent alcohol, regularly. 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