We’re Service Victoria. We are the Victorian Government’s customer service agency. Here’s how to contact us.
We’re collecting your personal info to support the public health response to the COVID-19 pandemic by registering that you were here. This helps the Victorian Government protect the public through COVID-19 contact tracing.
We will collect information including your name, contact phone number, the date and time of when you checked in, as well as the location.
You can check in another person if that person is unable to check in.
If someone can check themselves in, they should.
We’ll share this info with the Victorian Department of Health and others authorised to do contact tracing if the Chief Health Officer requires it for contact tracing under the Workplace Directions. The Directions are issued under the Public Health and Wellbeing Act 2008.
We'll also use this info to generate statistical analysis to support compliance and the Department of Health’s response to the COVID-19 pandemic.
If you link your COVID-19 digital certificate to our app, your vaccination status shows on your screen when you check-in. We don’t keep a record of your vaccination status when you check-in.
Our app records your visit history on your device for 28 days. This supports you to check where you have been. To save you time, the app now checks your check-in history against the high-risk public exposure sites which the Department of Health publishes online.
The Department of Health has changed the way they alert you to exposure sites. Only the high-risk, Tier 1 sites are made public. This is because lower-risk sites, or those with comprehensive record keeping and contact tracing measures, aren’t added to the list anymore. Small, private locations aren’t usually added either.
If you now use the Service Victoria app to check in and the Department of Health publishes that location as an exposure site at the same time and date you were there, you will receive a notification in the app. This notification pops-up the next time you open the app.
This notification will give you information from the Department of Health about the exposure site and what you should do next, including any requirements to get tested. If you later get more specific advice from the Department of Health, make sure to follow that advice.
We have designed this feature to protect your privacy. The app won’t send us your name and phone number for this, but it will send to our system a unique location reference and the time and date you checked in. This isn’t accessed by humans, but simply allows the system at our end to alert your app when you have been to one of the high-risk priority public exposure sites published on the Department of Health website.
If you don’t want your app to let you know when you have been to one of these high-risk sites, you can remove location history in the app. Contact tracers can still access the official check-in data if needed.
If we get asked to share check-in data for purposes other than contact tracing, then our general position is to say ‘no’, except where an individual asks for their own data. This includes requests from law enforcement agencies.
Where possible, the Department of Health will handle any formal legal requests for check-in data, not Service Victoria. The Department of Health’s policy is to oppose this request. If the court says ‘no’ and requires us to share your info, we will need to follow this order.
We’ll permanently delete all check-in data in 28 days but the Department of Health can keep any info we share for more than 28 days.
You can access the personal info we hold about you at any time and request to update, correct or amend your personal information using the contact details set out in the Service Victoria Privacy and Security Policy.
If you can’t check in using our app, you will need to ask the venue to help you check-in. They have a kiosk system or paper forms they can use to record details of your visit. If you don’t check in or show your vaccination status when you need to, the venue may not let you enter.