Passenger FAQs

General information

Vaccine

Domestic Borders

General information

Should passengers wear a face mask?

Yes. Face masks must be worn in commercial passenger vehicles.

A fitted face mask must cover the nose and mouth.

For more information on face masks see here.

A face mask is not required to be worn in some circumstances and when a lawful exemption exists. Lawful excuses or exceptions for not wearing a face mask can be found here. A medical certificate stating that a person has a lawful reason for not wearing a face mask is not required. If a person has a lawful reason for not wearing a face mask, they do not need to apply for an exemption or permit. If stopped by police in a setting where face masks are mandatory, they may be asked to confirm the lawful reason for not wearing a face mask.

What if I cannot check-in to the Service Victoria QR code?

If you are not able to check-in with the Service Victoria QR code (do not have a smartphone):

  • If travelling with a friend or family member who does have a smartphone, that they check them in using the Service Victoria QR code.
  • If the passenger books the trip in advance, the booking service provider can keep a record of the trip.

This information can be provided to the Department of Health if required for contact tracing purposes.

Can I use a commercial passenger vehicle if I am displaying symptoms of 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 spread and transmission of COVID-19?

Drivers must clean and disinfect high touch surfaces in their vehicle after each passenger.. For more information see Vehicle cleaning.

Vaccine

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 to the Service Victoria QR code.

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

No. You can continue to use CPV without receiving a 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. Drivers are not required to show their vaccination records to passengers. All CPV drivers are required to be fully vaccinated by 26 November 2021 to continue providing CPV services.

Domestic Borders

Where can I find information on domestic border entry requirements?

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

Where can I find information on entry to Victoria?

Entry to Victoria requires a permit. Information on the Victorian Travel Permit System can be found here.

You can check the Travel Permit System / Coronavirus (COVID-19) to see the status of any zones you have been in and if you meet the border entry requirements for Victoria.

It is your responsibility (whether you are a CPV driver or passenger) to ensure you meet the border entry requirements.  CPV drivers are not required to ensure their passenger/s meet the requirements.

Different rules may apply to people living in the Victoria/New South Wales or Victoria/South Australia border communities. Find more information on border communities here.

Where can I find information on border communities?

Different rules may apply for people living in the Victoria/New South Wales or Victoria/South Australia border communities. Find more information here.