Passenger FAQs

  • Victoria is declaring all exposure sites published by NSW Health as Tier 1 exposure sites. Read more: Latest COVID-19 case locations and alerts in NSW - COVID-19 (Coronavirus). If you are currently in Victoria and have been to any of the exposure sites locations on the days and times specified, you must contact the Victorian Department of Health at 1300 651 160, immediately isolate and get tested, and quarantine for 14 days.
  • It is now mandatory for CPV owners to have a digital record keeping system, such as a QR code, visible and accessible in their vehicle for passengers to check-in with their details. Read more in our FAQs
  • Find out more about the new cleaning laws and additional obligations that apply to the CPV industry.


Borders and international arrivals

Should passengers wear a face mask?

Yes. Fitted face masks must be worn in rideshare vehicles and taxis.

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.

For more information about restrictions in Victoria, visit

What if I am unable to use the QR code to check-in when using a CPV?

It is strongly recommended that CPV passengers check-in with the available digital record keeping solution in the vehicle, such as QR code. However, this is not a requirement.

If passengers do not have a smartphone to check-in with, 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.

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

There are currently 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.

You must not travel if you are unwell or have even mild coronavirus (COVID-19 symptoms. If you are sick, stay home and get tested.

You must also wear a face mask when travelling in a CPV, unless you have a lawful exemption.

COVIDSafe Settings

COVIDSafe Setting restrictions apply from 6pm on Friday 26 March 2021.

Restrictions that remain include:

  • Face masks must be carried at all times
  • Face masks continue to be required in commercial passenger vehicles for passengers and drivers (unless a lawful exemption applies); on public transport and by visitors to a hospital or by visitors to a care facility (while indoors).
  • Up to 100 visitors to a home in a day (infants under 12 months not included).
  • Up to 200 people can gather in public from any number of household (infants under 12 months not included).

Further information on COVIDSafe Settings can be found here.

Note: Cleaning and COVIDSafe requirements still apply under Workplace Directions and CPV industry cleaning laws.

Read a statement from the Acting Premier and download a full list of restrictions.

Follow CPVV on Facebook or Twitter to get the latest COVID-19 updates for the industry.

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.


If I get the COVID-19 vaccine, do I still need to continue to be COVIDSafe?

Yes. COVIDSafe practices remain vital for everyone whether you’ve been vaccinated or not. No vaccine is 100 per cent effective. We must all remain COVIDSafe.

This means passenger must continue to wear a face mask while travelling in a CPV and should check-in using the provided digital record keeping solution, such as a QR code.

Please keep playing your part in keeping everyone safe. If you have any symptoms, get tested and isolate until you get a negative result.

Do I have to get a COVID-19 vaccine to use CPVs?

No. You can continue to use CPV without receiving the COVID-19 vaccines.

The Australian Government’s policy is that receiving a vaccination is voluntary, although it aims to have as many Australians vaccinated as possible.

Can I ask my driver if they have had a COVID-19 vaccine?

No. You can continue to be a CPV driver without receiving the COVID-19 vaccines.

The Australian Government’s policy is that receiving a vaccination is voluntary, although it aims to have as many Australians vaccinated as possible.

Borders and international arrivals

Where can I find information on other jurisdictions' border entry requirements?

Each jurisdiction may have their own border entry requirements. Please check the links below for the current border entry requirements:

Can passengers travelling from another state or territory use a CPV service to enter Victoria?

Yes. However from 11 January 2021, all entry into Victoria requires a permit.

The permit system addresses an ongoing need for Victoria to maintain vigilance over its borders to protect the community. The permit system is based on a traffic light system in which areas across Australia are designated as green, orange or red zones according to their risk, and apply to both travellers to Victoria and residents of Victoria returning from interstate travel.

Information on the Victorian Travel Permit System can be found here.

You should check Victorian Travel Permit System | Coronavirus (COVID-19) Victoria to see what zones you have been in and if you are eligible for entry into Victoria. Zones may change regularly, and you should check these prior to applying for a permit.

Those living in designated Victoria/NSW border communities will continue to be exempt from obtaining and carrying a permit. If you live within one of the designated border areas, you can use a form of official photo identification that shows your residential address. If you have been in an orange or red zone in the last 14 days you will need to apply for a permit. More information on border communities can be found here.

Residents of South Australia/Victoria border communities will require a permit to enter Victoria.

Passengers are responsible for ensuring they meet the requirements for the Victorian border crossing. The border crossing permit application form is available at

CPV drivers are not responsible for ensuring their passengers meet the required entry requirements. This is the responsibility of passengers.

If I arrive from New Zealand, can I use a CPV at the airport? (new 20/4/21)

Yes. Passengers arriving from New Zealand (including air crew) can use a CPV at the airport. The Australian Government has designated New Zealand as a green zone country. Further information from the Australian Government can be found here .

To enter Victoria, travellers need to have a green zone or orange zone permit. More information on entering Victoria can be found here.

It is the passenger’s responsibility to ensure they meet the entry requirements to Victoria.

CPV drivers who feel that they are unable to offer a service safely for both themselves and passenger/s, are not required to accept the trip.