Driver FAQs

  • New Workplace Directions place additional obligations on the CPV industry from 22 November. We'll update our FAQs when we have more details.
  • A permit system is now in place for crossing the border with South Australia. Find more information on the DHHS website.
  • New laws that reflect our current cleaning advice are in effect from 18 November 2020. This page has information on how to comply.

General information

Vehicle cleaning

Roadmap for reopening

Passenger restrictions

Border restrictions

General information

Should I wear a face mask? (updated 23/11/20)

Yes. People 12 years and older living or travelling in metropolitan Melbourne or regional Victoria must wear a fitted face mask when indoors – for example the supermarket or on public transport. This includes in public transport, commercial passenger vehicles and ride shares.

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. If you are driving on your own in a vehicle for work, you do not need to wear a face mask. When you leave your vehicle and can’t maintain 1.5 metres distance from others you should put on a face mask. 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 mask.

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

If you are unwell, stay at home and get tested.

How do I stop my face mask fogging up my glasses?

If a face mask is causing a safety risk, for example causing glasses to become foggy appropriate action should be taken to ensure the situation is safe.

You can try the following things to avoid your glasses fogging up while wearing a face mask:

  • washing the glasses with disinfectant, detergent or apply lens cleaner
  • put your glasses over the face mask, ensuring it is pinched at the nose.
  • use Micropore tape (available at all pharmacies) to tape the face mask along the bridge of your nose and cheeks, then put the glasses on top
  • put a folded tissue across the bridge of your nose, then put the face mask on and your glasses on top.

If the safety risk continues, discuss the matter either with your BSP or CPVV at safety@cpv.vic.gov.au

How should I clean my vehicle?

You should clean and disinfect high touch surfaces in your vehicle after each passenger and after each driver with recommended products. For more information on vehicle cleaning, see here.

What support services are available to drivers?

The Victorian Government has invested $22 million towards a range of initiatives to boost the industry and support vulnerable Victorians who rely on the service and drivers who have lost work with the reduction in trips.

Full details on the assistance package can be found here.

Other State and Federal Government financial assistance packages are available to businesses. Details can be found here.

Do I still have to complete my medical assessment?

CPVV has temporarily amended its medical assessment requirements for accredited drivers to minimise pressure on the Victorian health system during coronavirus (COVID-19).

CPVV will contact currently accredited drivers who are due to submit a follow-up medical report with instructions on how to manage this process during coronavirus (COVID-19). In the meantime, these drivers can continue to provide CPV or bus services.

Accredited drivers are still required to report any changes to their medical condition that may affect their fitness to drive a CPV.

CPVV will issue communications when the annual fee and medical requirements are due to recommence.

What should I do if I suspect or am aware of someone in breach of restrictions?

All members of the community have a responsibility to report any concerning activity to Victoria Police. This includes individuals or groups ignoring the restrictions around gatherings, or those suspected of failing to self-isolate. There are significant penalties in place for those found to be breaching restrictions.

For example, a CPV driver may pick up or drop off a passenger or passengers to a large gathering, or may be aware of an individual who is not self-isolating.

Anyone aware of concerning activity is encouraged to contact Crimestoppers on 1800 333 000.

What should I do if I suspect I have coronavirus, or I have been in close contact with someone who has coronavirus?

It is more important than ever that if you have any symptoms, however mild, you stay home and get tested. You should not provide commercial passenger services. Learn more.

Vehicle cleaning

What am I required to do?

As at 18 November 2020, it will be law for CPV drivers to do the following:

  • Make hand sanitiser with a minimum 60% alcohol content available to your passengers
  • Clean all driver high touch surfaces and passenger high touch surfaces at the beginning of your shift and after you have used your vehicle for private use
  • Clean all passenger high touch surfaces between CPV trips
  • Clean all driver high touch surfaces between drivers (if the vehicle is used by multiple drivers)
  • Clean all driver high touch surfaces once per day (if the vehicle is used by one driver only).

You can find vehicle cleaning tips for drivers here.

Your BSP is also required to have a process for recording your cleaning activities. You must follow your BSPs instructions and ensure your cleaning records are complete and accurate. If you operate independently, you need to keep these records yourself, see here.

When am I required to clean my vehicle?

As at 18 November 2020, you must by law clean both driver and passenger high touch surfaces at the start of your shift. You must also clean passenger high touch surfaces between each CPV trip. If your vehicle has multiple drivers, you must clean the driver high touch surfaces in between drivers. If you are the only driver, you must clean the driver high touch surfaces once a day. If your vehicle is used for private use, you must clean both the driver and passenger high touch surfaces before providing a CPV trip.

What is a driver high touch surface?

High touch surfaces are described in new cleaning regulations as "driver proximate surfaces" and include:

  • any hand-held payment device
  • the centre console
  • external and internal door handles, including the boot handle
  • the gear stick
  • the glove box
  • the handbrake
  • heat and air conditioner controls
  • navigation and radio controls
  • the radio mouthpiece
  • the rear-view mirror
  • seat belt clips
  • the steering wheel, including any buttons on the steering wheel
  • the transmission control
  • visors
  • wheelchair hoists (if applicable)
  • wheelchair restraints (if applicable)
  • windows, window controls and window handles.

What is a passenger high touch surface?

High touch surfaces are described in new cleaning regulations as "passenger proximate surfaces" and include:

  • any hand-held payment device
  • the centre console
  • external and internal door handles, including the boot handle
  • heat and air conditioner controls
  • seat belt clips
  • visors
  • wheelchair hoists (if applicable)
  • wheelchair restraints (if applicable)
  • windows, window controls and window handles.

What hand sanitiser and cleaning products should I use?

As at 18 November 2020, you are required to provide hand sanitiser that has a minimum of 60% alcohol content. For cleaning, you must use approved disinfectant that has anti-bacterial or anti-viral proprieties. For more information on cleaning and disinfectant products see here.

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

If you are a booking service provider (BSP) that is exempt from registering with CPVV, you must (effective 18 November 2020) 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 this applies to you, please see the BSP section for more information.

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.

Roadmap for reopening

Can CPV services operate at each Step of Victoria's roadmap for reopening? (updated 13/11/20)

Yes. CPV services can operate under each step of the roadmap for reopening

  • There are no commercial passenger vehicle restrictions for drivers and passengers throughout Victoria.
  • Passengers are permitted to use a commercial passenger vehicle to travel for any distance or reason.
  • Drivers are no longer required to have a permit to work. Drivers must continue to comply with a COVIDSafe Plan.

Drivers must:

  • wear a face mask when you leave home (unless you have a lawful exemption), and
  • clean and disinfect high-touch surfaces in your vehicle after each passenger and after each driver, with recommended products.

See further details on the vehicle cleaning webpage

When will we move to last step on the roadmap for reopening? (updated 13/11/20)

For information and requirements about when Victoria can move to the next Step, visit the roadmap to reopening webpage.

What does the ‘open with COVIDSafe Plan’ category mean? (updated 13/11/20)

You can find information on the COVIDSafe Plans webpage.

Are commercial passenger vehicle drivers required to have a permit to provide services? (updated 13/11/20)

No. Drivers are no longer required to have a permit to work.

Do I still need to have an annual safety inspection?

Yes. Safety inspections, regular maintenance and servicing of commercial passenger vehicles is permitted and is still required.

Can I continue to work for multiple booking service providers?

Yes, as long as each booking service provider has a COVIDSafe Plan which meets the requirements outlined on the Business Victoria website. You must comply with the requirements of their COVIDSafe Plan.

Can I travel between metropolitan Melbourne and regional Victoria to provide services? (updated 13/11/20)

Yes. There is no restriction on travel between metropolitan Melbourne and regional Victoria.

Is a COVIDSafe Plan required for all drivers?

Drivers must comply with any requirements of the COVIDSafe Plan of their booking service provider.

If you are not affiliated with a booking service provider, you must have your own COVIDSafe Plan.

You can find more information at Business Victoria.

What if I can’t maintain 1.5 metres between people in my vehicle? Can I still operate?

You can still provide CPV services as long as:

  • you follow advice about vehicle cleaning
  • you comply with the COVIDSafe Plan of your booking service provider, or your own COVID Safe Plan, if you’re not affiliated with a booking service provider; and
  • you and your passenger wear a face mask (unless you or your passenger has a lawful exemption).

Passenger restrictions

Can I pick up, or drop off a passenger from metropolitan Melbourne or regional Victoria and where can they travel to? (updated 13/11/20)

There are no restrictions on distance or where a passenger may travel when using a commercial passenger vehicle service in Victoria. Passengers can travel for any reason or any distance.

Can I refuse to pick up or drop off passengers in metropolitan Melbourne or regional Victoria?

If you believe that you cannot provide a service safely, then you may choose to refuse or terminate a trip. Please note, it is never OK 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 continue to apply to fare refusal.

Is there a limit on the number of passengers that can travel in a commercial passenger vehicle?

There isn’t a limit on the number of passengers, however where possible, passengers should sit in the back seat. Drivers should set the air-conditioning to external airflow instead of recirculation and make hand sanitiser available for passengers where possible.

Booking service providers may choose to implement their own passenger limits. Please check with your preferred booking service provider if they have introduced any limits or additional safety measures.

What if I can’t maintain four square metres per person within my vehicle, can I still operate?

You can still provide CPV services provided:

  • you follow advice about vehicle cleaning
  • comply with the COVIDSafe Plan of your booking service provider (if they are required to have a COVIDSafe Plan); and
  • you and your passenger wear a face mask (unless you or your passenger has a lawful exemption).

Can I ask passengers to apply disinfectant hand sanitiser?

While you can’t require a passenger to use hand sanitiser, you can certainly offer hand sanitiser to your passengers. You should also clean and disinfect surfaces in your vehicle which you and your passengers touch after each passenger and after each driver with recommended products. See further details in Vehicle cleaning.

You should also wash your own hands thoroughly with soap and water, or hand sanitiser with at least 60 per cent alcohol, regularly.

Can I accept cash as payment?

Digital and contactless payment methods are recommended where possible.

Booking service providers may have their own policy regarding cash payments. You should check with your BSPs in the first instance. Find information on handling digital payments safely here.

If you do receive cash, you should wash your hands thoroughly with soap and water or use hand sanitiser with 60 percent alcohol after handling it.

Can I still pick up passengers arriving via the domestic airport terminals?

Yes, you can continue to pick up passengers that arrive on domestic flights to Victorian airports. For up-to-date information visit the Melbourne Airport website.

What do I need to do if I am transporting a high-risk or COVID-19 positive passenger?

There are guidelines that outline the minimum requirements for PPE, cleaning and the disposal of waste for a commercial passenger vehicle (CPV) that is being used to transport high risk and COVID-19 positive passenger(s). These guidelines should be used in conjunction with other operational controls to ensure the health and safety of the driver, passenger and community.

Border restrictions

I am a driver. Can I cross the NSW border to provide a commercial passenger vehicle service? (updated 13/11/20)

The NSW Government has announced that the border between NSW and Victoria will reopen from 12.01am 23 November 2020. The current restrictions on movement across the NSW-Victoria border (see below) will stay in place until 23 November.

Victorians in the border region are allowed entry to New South Wales (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 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. You will need to apply for a border entry permit. You can apply for a permit online here: www.service.nsw.gov.au.

You must self-isolate when you are not providing CPV services.

Your passengers will also need a permit or be authorised to enter NSW under the Public Health Amendment Order 2020. Drivers are not expected to ensure their passengers are permitted to enter NSW. However, you should be aware that you may be stopped at the border if your passenger cannot demonstrate they are allowed to enter NSW.

If you live outside the border region, your employer or organisation will need to register you for a COVID-19 NSW border entry permit.

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

When providing cross-border services, you should also be aware of the requirements in border towns. See here for more information.

Can I use the sanitisation station in Albury if I cross into NSW?

Yes, the sanitisation station at Railway Place, Albury, is open to Victorian CPVs. This is a complimentary service entitling you to one sanitisation per vehicle, per day. For more information, please see here.

Can I cross the SA border to provide commercial passenger vehicle services?

Yes. You can cross the SA border to provide commercial passenger vehicles services. You must follow the requirements in SA cross-border travel and wear a face covering, as well as quarantine in SA when you are not providing CPV services.  

If requested by an 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. You will need a letter from your employer or other evidence to demonstrate you are an essential traveller.

Your passengers will need to meet SA requirements to enter SA. Drivers are not expected to ensure their passengers are permitted to enter SA. However, you should be aware that you may be stopped at the border if your passengers cannot demonstrate they are allowed to enter SA.

See more information on the SA travel restrictions or phone the SA Information Line on 1800 253 787.