vic_logo
coronavirus.vic.gov.au

About the free Service Victoria QR Code app

The Service Victoria QR Code app is free for all Victorian businesses, organisations, clubs and events. This service helps contact tracers to contain a COVID-19 outbreak.

Key points

  • Record keeping is a crucial part of keeping Victorians safe and helping Victoria stay open. 
  • Fast and accurate contact information for anyone who has visited a COVID-19 public exposure site is vital to help contact tracers contain an outbreak quickly. All venues are required to check in workers and visitors and must ensure that all workers and visitors are able to check in using the free Service Victoria QR Code app.
  • There are limited exceptions, such as for students at schools. All other workplaces must ensure all workers and visitors check in.
  • Businesses should proactively encourage customers to check-in and use a COVID Check-in Marshal if accessing eased density limits (if applicable). 
  • Additionally, venues must make reasonable efforts to provide assistance to people who do not have access to a device, such as providing a Kiosk check-in service. Workplaces must use an alternative record keeping system (such as pen and paper) when it is not practicable for a person to record their attendance using a QR code service, or where there is a technical access issue.
  • For more information on record keeping refer to Check in with QR codes.

Scammers posing as Service Victoria

Scammers pretending to work for Service Victoriaare leaving threatening voicemails against members of the public.

These methods are designed to scare people into revealing personal and financial information.

If you receive a threatening voicemail claiming to be from Service Victoria, delete it immediately. And if you can, you should block the number.

The best way we can stop these scams is to report them to Scamwatch.

Which workplaces are required to use the Service Victoria QR Code app?

All workplaces require all visitors and workers to check-in using the free Service Victoria QR Code app with limited exceptions. This is to ensure that if a positive case visits the workplace, contact tracers can simply and rapidly access the details of everyone else who was there at the same time. Contact tracers can then let these people know they have been exposed to a positive case of COVID-19, and what actions to take.

Check-in is not required at all in these situations:

  • parents, guardians and carers can pick up or drop off children at schools, childcare, early childcare services or out of hours school care, so long as they do not enter any buildings on the premises
  • essential support groups and health services where confidentiality is typically required (for example, alcohol and drugs or family violence)
  • common property areas governed by owners corporations. However, shared facilities such as gyms, pools and cinemas must use check-in
  • contactless ‘click and collect’ transactions, where the transaction doesn’t involve the customer entering the premises (for example, where an employee drops the goods into the boot of a customer’s car whilst the customer remains in the car)
  • takeaway food providers in respect of customers attending the premises for the sole purpose of collecting food at a drive-through window
  • service stations in respect of customers who pay using contactless payment methods at the bowser and do not enter a building
  • emergency workers attendance at premises where check-in is not practical in the circumstances (for example, if urgent action is required)
  • where a person attends premises for the purposes of police or administration of justice matters, where the person requests that their attendance is kept confidential.
  • public transport stations and trains, trams and buses (with the exception of workers and operators, who need to check-in)
  • in relation to employees of intelligence agencies who attend premises for reasons of national security.

Check-in via the Service Victoria QR Code app is not required in these situations (although attendance must still be recorded by another means):

  • early stage land development site workplaces (however, any offices on site require check-in via the Service Victoria QR Code app)
  • hospitals and ambulances 
  • school buses in the School Bus Program (SBP), the Students with Disabilities Transport Program (SDTP), or any private bus arrangements between schools and bus companies
  • schools, childcare or early childhood services and outside school hours care services in respect of all students, teachers and other school staff (but not visitors, contractors or other workers). Other educational facilities must use check-in.
  • care facilities in respect to residents
  • farms in respect of workers and other persons attending for work-related purposes
  • premises where pre-ordered goods are being delivered via contactless delivery (e.g. a person delivering a meal and dropping off at a person’s door, doesn’t need to check-in)
  • any work undertaken at a private residence (for example, where a plumber enters a residence to undertake plumbing work); businesses that are operating from a residence (for example, hairdressing from the home) are still required to check-in visitors
  • accommodation, except where a person is not staying overnight and is attending a shared space
  • prisons, remand centres, youth residential centres or youth justice centres
  • sites operated by COVID-19 Quarantine Victoria
  • public transport or a stop or station for passenger services of a public transport service
  • sites where the use of electronic devices is prohibited due to safety concerns, for example petrochemical bulk storage and transport and other flammable liquid sites.

Commercial passenger vehicles can comply with their obligations by making available, clearly visible and accessible in the vehicle a sign that allows driver and passengers to check in using the Service Victoria QR Code app.

Businesses and venues must prominently display QR code signage at each entrance to their work premises so members of the public can record their attendance.

There are special rules for retail and food and drink facilities:

  • retail facility (total indoor space accessible to public is 2,000 sqm or more) or a market:
    • prominently display signage at all points of sale so members of the public can record attendance using Service Victoria QR code app
    • staff must request all members of public who attend, to record attendance at the entrance
  • retail facility (total indoor space accessible to public is less than 2,000 sqm) or market stall:
    • prominently display signage at all points of sale so members of the public can record attendance using Service Victoria QR
    • staff who interact with members of public at point of service must request members of the public record attendance using Service Victoria QR Code app
  • food and drink facility:
    • prominently display signage at all points of sale and all points of service, so members of public can record attendance using Service Victoria QR
    • staff must request all members of public to record attendance at entrance, point of sale or point of service.

A point of sale is where a customer pays for goods and services. A point of service includes where an employee interreacts with a customer elsewhere for example, a waiter attending table to take an order, or greeting a customer upon entry.

Workplaces should assist visitors without a phone or unable to check-in to record their details electronically by using the Kiosk check-in function.

Registering a business or venue for the Service Victoria QR Code app

  1. Below is some helpful information about the free Service Victoria QR Code app and what you need to know. For Commercial Passenger Vehicles, there is further information about those changes on the CPV website.

    When you can register

    To register, go to '2. Register your business' below.

    It’s free to use

    The QR Code Service is free for businesses, organisations, clubs and events to use to help with contact tracing. There are no ongoing costs to use the service. 

    Using other QR code services

    There are many digital check-in solutions available for businesses, organisations, clubs or events to use.

    Businesses that are required to use electronic record keeping, must use the free Service Victoria QR Code app. This ensures that the Victorian Department of Health contact tracers will be able to access the information quickly if required.

    If a confirmed case of COVID-19 is identified, this helps to quickly point contact tracing team members in the right direction.

    If a COVID-19 case is identified

    If your business, organisation, club or event is identified as having potentially been visited by someone with COVID-19, Victorian Department of Health contact tracers will contact the venue directly.

    Storing data

    All check-in data is housed in secure databases managed by Service Victoria, the Victorian Government’s online hub for transacting with government. Unless Department of Health contact tracers request data for COVID-19 contact tracing purposes, it is automatically deleted after 28 days.

    Deleting data

    Unless the Department of Health requests data for COVID-19 contact tracing, it is automatically deleted after 28 days. Information about your business (eg. name, address and contact details) will remain on the database.

  2. See how to register your business for a contact tracing QR code

    When setting up a QR code, you can: 

    • add locations 
    • add a primary contact person 
    • add areas 
    • add multiple locations 

    Find out how to add locations and areas

    If you have multiple businesses, organisations, clubs or events

    If you have more than one business, organisation, club or event, you must register each individually. 

    If your business, organisation, club or event has multiple locations or areas

    You can add more than one location under your business, organisation, club or event. Within these locations, add as many areas as you need to. For example, you may want to specify indoor and outdoor seating. 

    View a list of your locations or areas

    Once registered, you can view or add more locations and areas by logging into the Service Victoria QR Code app or the Commercial passenger vehicles guidance on QR code record keeping.

  3. How to download a QR code

    After registering, you will receive an email with a link to download your QR code poster. If you registered more than one location or more than one area under a location (e.g. indoor or outdoor dining), you will receive more than one download link. Make sure you display the correct QR code poster for each location or area. You can also download your codes via the Service Victoria QR Code app or the Commercial passenger vehicles guidance on QR code record keeping.

    Having trouble receiving emails from the Service Victoria QR Code app?

    It may be possible that organisational spam filters are blocking the delivery of emails to your nominated email addresses, including your welcome email and the email containing your QR Code posters. Please ensure that the domains @dhhs.vic.gov.au and @health.vic.gov.au have been whitelisted, emails sent from the from the Service Victoria QR Code app will come from the email sender noreplydvr@dhhs.vic.gov.au, please ensure this email sender is whitelisted, alternatively please ensure to check your Junk and Spam folders.

  4. QR codes are already embedded on the poster, which you can print out immediately.

    Make sure the posters are displayed prominently so that people can check in easily. QR Code posters should not be shrunk down to be printed on a smaller space as this may result in customers being unable to scan them.

    There are special rules for retail and food and drink facilities:

    • retail facility (other than a supermarket) (total indoor space accessible to public is 2,000 sqm or more) or a market: 
      • Must prominently display signage at all points of sale so members of the public can record attendance using Service Victoria QR Code app 
      • staff must request all members of public who attend to record their attendance at the entrance (other than for markets) 
    • retail facility (other than a supermarket) (total indoor space accessible to public is less than 2,000 sqm) or market stall: 
      • prominently display signage at all points of sale so members of the public can record attendance using the Service Victoria QR Code app 
      • staff who interact with members of public at point of service must request members of the public record attendance using the Service Victoria QR Code app 
    • food and drink facility: 
      • prominently display signage at all points of sale and all points of service, so members of the public can record attendance using Service Victoria QR Code app 
      • staff must request all members of the public to record attendance at the entrance, point of sale or point of service 
    • a supermarket: 
      • must prominently display signage at all points of sale so that members of the public can record their attendance using the Service Victoria QR Code app 
      • staff who interact with members of the public at the point of sale must request their public record attendance using the Service Victoria QR Code app 

    A point of sale is where a customer pays for goods and services. A point of service includes where an employee interreacts with a customer elsewhere e.g. a waiter attending a table to take an order, or greeting a customer upon entry.

    Displaying multiple QR code posters

    You should only receive multiple QR code posters if you have registered multiple locations on the service. Make sure you display the correct QR code poster in the correct location or area.

    Customising your QR Code Poster print settings

    Download your PDF, once you open your PDF go in to the “File” menu, then go to the “Print” menu, from here you will be able to edit the page size and colour settings etc to print your posters. 

    Can I laminate my QR Code posters?

    Yes, however sometimes the glare from the laminate, especially in outdoor dining settings can interfere with scanning. We recommend also having a full A4 size poster on display for each of your nominated areas.

  5. To support contact tracing, if a person (including staff) is at your location most businesses, workplaces and premises must record the person's:

    • first name
    • last name
    • phone number

    There are special rules for retail and food and drink facilities:

    • retail facility (total indoor space accessible to public is 2,000 sqm or more) or a market:  
      • must prominently display signage at all points of sale so members of the public can record attendance using the Service Victoria QR aCode pp 
      • staff must request all members of public who attend to record their attendance at the entrance (other than for markets) 
    • retail facility (total indoor space accessible to public is less than 2,000 sqm) or market stall: 
      • prominently display signage at all points of sale so members of the public can record attendance using the Service Victoria QR app 
      • staff who interact with members of public at point of service must request members of the public record attendance using Service Victoria QR Code app 
    • food and drink facility: 
      • prominently display signage at all points of sale and all points of service, so members of public can record their attendance using the Service Victoria QR app 
      • staff must request all members of public to record attendance at the entrance, point of sale or point of service. 

    A point of sale is where a customer pays for goods and services. A point of service includes where an employee interreacts with a customer elsewhere e.g. a waiter attending a table to take an order, or greeting a customer upon entry.

    Staff do not need to confirm whether the customer has checked-in. If a venue is accessing eased density limits with the use of a COVID Check-In Marshal, then the confirmation of check-in should be done by the COVID Check-In Marshal.

    Can you tell me how many patrons have checked in to my venue since I put up the QR check-in posters?

    No. Check-in data can only be accessed for the specific purpose of contact tracing in the event of an outbreak. We are unable to provide any usage statics of the QR Code posters within your business. 

    How do I check that the Service Victoria QR Code service is working? 

    Download the Service Victoria QR Code App if you have not already done so and scan your QR Code posters to see what your customers and patrons will experience.  

    QR Codes don’t work for some of my customers?

    Some older Android phones may have trouble scanning, we recommend if you are going to use smaller laminated codes throughout your venue also having a full A4 size poster on display. 

    Is there a manual check-in option?

    Yes. The Service Victoria QR Code App has a manual check-in option, this can be used by entering the 6-character unique Location Code that appears below the QR code on any displayed Victorian Government poster.

  6. What is Kiosk check-in?

    Kiosk check-in is a simple form to help staff record a visitor’s first name, family name and contact phone number electronically on the venue’s device. It is linked to a defined location or area at your venue, registered with the Service Victoria QR Code app.

    The form can be set up on any device with a modern web browser, such as a desktop, laptop, tablet or mobile phone – whatever is most suitable to your venue.

    How do I set up Kiosk check-in on my device?  

    To set up Kiosk check-in for your venue, follow these steps:

    Step 1: Log in to the Service Victoria QR Code app.

    Step 2: Select the location / area of your venue where you would like to have Kiosk check-in available. This could be an existing location / area or a new one created for this purpose.

    Step 3: Nominate a Kiosk Contact, by clicking on the pencil icon to edit the screen.

    Step 4: Enter the Kiosk Contact details.

    • If the location contact details are the same for the Kiosk Contact, tick the 'Copy existing location contact details' checkbox and select 'Save'. The contact details will be copied across automatically.
    • If you would like to nominate a different Kiosk Contact, enter their details in the Kiosk Contact details section and select 'Save'.

    The Kiosk Contact will receive an email with an 8-digit Kiosk code and instructions for setting up Kiosk check-in on your selected device. Ensure that your device is online.

    Step 5: Visit the Kiosk check-in on your device and bookmark the link in your browser.

    Step 6: Enter the 8-digit Kiosk code we sent to your Kiosk Contact and select 'Next'

    Step 7: Enter the Security Code (a one-time password that is emailed to the Kiosk Contact after they enter the Kiosk code) and select 'Verify'.

    You will be shown a success screen letting you know that your device is now ready to check-in visitors who are not able to check themselves in using the Service Victoria app.

    Make sure you apply the same hygiene rules as in any high-touch area.

    To check-in a visitor:

    • go to the Kiosk check-in
    • click 'Open check-in' to start to register your visitor’s details (ensure the device is online) 
    • enter the visitor’s name and contact phone number (mobile or landline)
    • Select 'Check-in to this location'.

    A confirmation screen will appear, and the visitor’s details will be removed immediately from the screen. These will not be stored on the device.

    Once set up, access to the Kiosk check-in service will be remembered on your device (even if you turn the device off) so that you won’t need to set it up each day.

    To support this:

    Will a visitor's details be auto-filled from their device?

    We have disabled autofill for most browsers when you access the Kiosk check-in on your device (for example, Chrome, Firefox, Microsoft Edge and Android).

    For venues using Mac OSX (desktop) with Safari browser

    If you're using an iCloud account connected with Address Book and a pre-saved profile, contact information will display as an autocomplete suggestion. This is a browser feature we can't switch off.

    To stop the browser from auto-filling, go into iCloud settings and untick 'sync contacts'. This will stop the browser populating auto suggestions.

    For venues using an iOS device (for example, iPhone or iPad)

    The device will display an autocomplete suggestion if a profile is saved on that device. This is a browser feature we can't switch off.

    To stop the browser from auto-filling in Safari, go to settings and untick each field that you would like not to be auto-filled.

    How should my business display QR code posters?

    Signage including QR code posters should be displayed prominently at each entrance to a venue or workplace, or near the entrance if required to prevent people from lining up or congregating unsafely.

    There are special rules for retail and food and drink facilities:

    • retail facility (total indoor space accessible to public is 2,000 sqm or more) or a market:
      • prominently display signage at all points of sale so members can record attendance using Service Victoria QR
      • staff must request all members of public who attend, to record attendance at entrance
    • retail facility (total indoor space accessible to public is less than 2,000 sqm) or market stall:
      • prominently display signage at all points of sale so members of public can record attendance using Service Victoria QR
      • staff who interact with members of public at point of service must request public records attendance
    • food and drink facility:
      • prominently display signage at all points of sale and all points of service, so members of public can record attendance using Service Victoria QR
      • staff must request all members of public to record attendance at entrance, point of sale or point of service.

    A point of sale is where a customer pays for goods and services. A point of services includes where an employee interreacts with a customer elsewhere e.g. a waiter attending table to take an order, or greeting a customer upon entry.

Will businesses be fined if they are not operating the free Service Victoria QR Code app?

If businesses that are mandated to utilise electronic record-keeping are not operating the free Service Victoria QR Code app, Authorised Officers may issue an on-the-spot $1,817 fine. 

In using the Service Victoria QR Code app, businesses will need to make sure the QR code is visible and accessible, and do everything possible to ensure people are checking in – for example, pointing the customer to the QR code and asking them to check in.

Businesses can register online here and will need to nominate a contact person for each business location.

What penalties apply to businesses that fail to comply?

If a business that is required to keep electronic records is found without the free Service Victoria QR Code app in place, or is not requiring customers to check in, they may be issued with a $1,817 on-the-spot fine for non-compliance, and may be issued with an improvement notice at the same time to ensure the non-compliance is rectified.

A business may be prosecuted in court for non-compliance.

Who decides the QR Code check-in requirements?

The Service Victoria QR Code check-in requirements are based on advice of the Chief Health Officer and public health advice.

Who enforces QR Code check-in requirements?

Authorised Officers from across various Victorian Government departments and agencies, such as Department of Health and WorkSafe, conduct regular inspections and enforce industry breaches of Chief Health Officer directions.

Reviewed 27 July 2021

Coronavirus Victoria

24/7 Coronavirus Hotline

If you suspect you may have COVID-19 call the dedicated hotline – open 24 hours, 7 days.

Please keep Triple Zero (000) for emergencies only.

Was this page helpful?