COVID-19 update: If you are planning to go into a Service Centre, check the opening times before you visit. 

Our online transactions are available 24/7. For assistance visit COVID-19.

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What changes are made from 24 December?

  • Masks will be required for all indoor settings from 24 December to 27 January.
  • One  person per 2sqm density limit applies to indoor hospitality venues and nightclubs.
  • COVID safety plans will remain for businesses and will be supported by SafeWork NSW; 
  • QR check-ins will only be required at high-risk venues including hospitals, aged and disability care facilities, gyms, places of worship, funerals or memorial services, personal services (e.g. hairdressers and beauty salons), limited hospitality settings (including pubs, small bars, registered clubs and nightclubs), and for indoor music festivals with more than 1,000 people; and 
  • Proof of vaccination will remain at the business' discretion. Proof of vaccination will still be required for indoor music festivals with more than 1,000 people.

What changes are made from 27 December?

From 27 December to 27 January, QR check-ins will only be required at high-risk venues including hospitals, aged and disability care facilities, gyms, places of worship, funerals or memorial services, personal services (e.g. hairdressers and beauty salons), all hospitality settings (including pubs, cafes, restaurants, small bars, registered clubs and nightclubs), retail premises and for indoor music festivals with more than 1,000 people.

Will I be required to check-in after 27 December? 

QR check-ins will only be required at high-risk venues including: 

  • pubs, registered clubs and small bars
  • strip clubs
  • sex on premises venues, being restricted premises where sex between patrons 
    is permitted on the premises
  • sex services premises 
  • nightclubs 
  • places of public worship 
  • business premises that are hairdressers, spas, nail salons, beauty salons, waxing salons, tanning salons, tattoo parlours or massage parlours, residential care facilities or hostels, but not in relation to the residents
  • retail premises, being premises used for the purpose of selling items by retail, or hiring or displaying items for the purpose of selling them or hiring them out, whether the items are goods or materials or whether sold by wholesale 

  • hospitality venues  

  • hospitals, but not in relation to:
    • hospitals with an electronic entry recording system that records sufficient information about persons entering the hospital to enable contact tracing to happen, or
    • patients of hospitals 
  • a gym that is a recreation facility (indoor) and that is open to members of the 
    public, but does not include a dance, yoga, Pilates, gymnastics or martial arts 
    studio, 
  • musical festivals held in an indoor area of premises with more than 1,000 
    attendees. 

Will I be required to show my vaccination status after 15 December?  

Proof of vaccination will no longer be required by Public Health Order for most activities (businesses can still require proof at their own discretion). Proof of vaccination will still be required for indoor music festivals with more than 1,000 people. 

Will I be required to wear a mask?  

Masks will be required for all indoor settings.

If I am unvaccinated, will I be able to enter venues?  

Proof of vaccination will no longer be required by Public Health Order for most activities (businesses can still require proof at their own discretion). 

General information

What is a COVID Safe business?

A COVID Safe business has completed its COVID-19 Safety Plan (optional) and registered as COVID Safe. For further information, visit the NSW Government website or call 13 77 88.

What is COVID Safe Check-in?

The COVID Safe Check-in tool on the Service NSW app allows customers, staff and visitors to check in at businesses across NSW, and helps organisations to remain COVID safe and meet requirements for the quick and accurate collection of customer contact details.

This data protects the community in allowing timely contact tracing by NSW Health.

What is the COVID Safe Check-in feature?

The COVID Safe Check-In feature on the Service NSW app provides a contactless method – a QR code – to record your visit to COVID Safe businesses.

What is a QR code?

A QR code is like a barcode that can be scanned using a mobile device to access a website or online tool.

When signing in to a COVID Safe business, you can:

  • use your mobile phone camera or a QR code reader to scan the business’s QR code provided to them by the NSW Government, or
  • ask the business to scan the QR code on your COVID-19 check-in card, as an alternative check-in method.

How do I scan a business' QR code?

  1. You scan the COVID Safe Check-in code with your phone camera or a QR code reader.
  2. The smartphone reads the QR code and:
    • if the Service NSW app is already installed on your phone, this app will open and prompt you to confirm your contact details via the COVID Safe Check-in tool.
    • if the Service NSW app is not installed on your phone, you'll be directed to a webpage where you'll be given the choice to download the Service NSW app to check in or check in using the Service NSW webform.

Checking in requirements

Do I need to check in if I have been vaccinated for COVID-19?

Yes, you still need to check-in when you enter a venue.

I am under 18 – do I need to check in?

If you are under 18 and have a phone, or you are with someone who can check you in, please do so. If you are by yourself and do not have a phone or device, you do not have to check in.

What if I do not want to provide my details?

Some businesses are required to record customers' contact details under the Public Health Order, to assist with any contact tracing that may be necessary. Under the Order, you’re required to provide your details upon entry to these businesses. If you choose not to provide your details, you’ll be refused entry.

Signing in on someone's behalf

Can I sign in on behalf of someone, such as my family and friends?

You can use the Service NSW app to register contact details for another person if that person is unable to complete their own electronic registration. This might be because of age, disability, difficulty understanding electronic registration or not owning a mobile device.

If you are signing in someone who is not a member of your household, make sure you confirm the best contact number for them. You should also show them the privacy notice displayed in the app.

What if I’m a carer/parent or guardian of a person, can I sign in on their behalf?

You can use the Service NSW app to register contact details for a dependant if that person is unable to complete their own electronic registration.

Checking out

Do I need to check out every time I leave the business location?

When leaving the business location, you're encouraged to ‘check out now’ using the COVID Safe Check-in tool in the Service NSW app. Checking out is optional but does help with contact tracing.

I’ve received a notification reminding me to check out. What does this mean?

The Service NSW app will send you a notification 2 hours after you’ve checked in, to remind you to check out. This does not mean you have been automatically checked out. If you are ready to check out, you can click on the notification, which will open the Service NSW app and you will be prompted to ‘check out now’ or choose a different check-out time.

I forgot to check out of the last location I visited and have checked in to another venue. How can I record when I checked out of the first location?

You can now check out in your COVID Safe history. To do this, simply navigate to the ‘history’ tab in the COVID Safe Check-in tool within the Service NSW app. You can then select the venue or business you would like to check out of, provided it is within 48 hours of checking in. Click ‘check out’ and you will be prompted to select and confirm your check-out time.

How do I check out of a shopping centre after I have checked in to other stores?

You can now check out from your COVID Safe history. To do this, simply navigate to the ‘history’ tab in the COVID Safe Check-in tool within the Service NSW app. You can then select the venue or business name you would like to check out of, provided it is within 48 hours of checking-in. Click ‘check out’ and you will be prompted to select and confirm your check-out time.

Why am I unable to check out after 48 hours?

To ensure we collect accurate details for NSW Health contact tracing, we have restricted the entry of check-out details to 48 hours.

Multiple venue visits and entry points

What if I leave the business and return later, do I need to check in again?

Yes, you need to check in each time you enter a business.

You’re also encouraged to ‘check out now’ using the COVID Safe Check-in tool in the Service NSW app when you leave the business. Checking out is strongly encouraged to help with contact tracing as it provides a more accurate window of time as to when you were at the business.

If I visit a business that has QR codes displayed at the entry to all the different areas within the complex (for example, café, pool and restaurant), do I need to check in at each area?

Yes, you need to check in at each of the different areas where QR codes are displayed. Checking in to each area provides more accurate information as to where you were within the business and helps with contact tracing.

How do I check in when I visit a shopping centre with multiple retail shops?

When visiting a shopping centre, you must check in at the main entry point, and continue to check in to any retail premises, hospitality venue, entertainment facility or gym you visit within the shopping centre. This is also the case for all other multi-tenancy premises.

Do I need to check in if I’ve already made a booking at the business or if they already hold information about me?

Yes. The business may collect and hold other types of personal information, such as loyalty cards or booking information, but this information cannot be used for the purposes of contact tracing.

Why am I being checked in to previously visited locations when I use COVID Safe Check-in?

We are currently investigating a bug that is causing customers with Samsung phones to be checked into previous locations when they scan NSW Government QR codes with their phone camera.

If you experience this issue, please scan the NSW Government QR code using the scanner within the Service NSW app instead of your phone camera. To do this:

  • open the Service NSW app
  • tap on 'COVID Safe Check-in'
  • check in use the scanning function within the tool.

Service NSW app and webform

What are the minimum operating systems for the Service NSW app and the webform?

To use the app, ensure you have the latest operating system:

  • Android: Android 6 ("Marshmallow")
  • Apple: iOS 11.

To use the webform, ensure you have the latest version of your browser installed.

Note: If your device is not compatible with the minimum operating requirements, please ask staff for alternative ways to check in.

Can I extend the login time for the Service NSW app so that I do not have to enter my passcode every time I check in?

Yes, you can extend the time you stay logged into the Service NSW app for up to 4 hours without needing to re-enter your passcode.

How do I change the login time for the Service NSW app?

If you would like to extend or reduce your login time for the Service NSW app, navigate to the settings page within the app by selecting the cog in the top right corner. Click on ‘auto log out’ under the ‘security’ header and you will be able to choose an auto log-out time from 5 minutes up to 4 hours.

Note: The default login time is 5 minutes.

How do I manage notifications on my device?

You can manage push notifications from the Service NSW app – at the top right, click the settings icon, select Notification Preferences, then make your choice for Push notifications.

If you have turned on your notifications and still are not receiving push notifications, please visit your phone settings, click on notifications, and allow notifications for Service NSW.

Do I need a MyServiceNSW Account in order to use the COVID Safe Check-in tool in the Service NSW app?

No, you do not need a MyServiceNSW Account. You can complete a guest check-in (no account log-in required) using the COVID Safe Check-in tool in the Service NSW app.

If you do not wish to download the Service NSW app you can complete the Service NSW webform check-in.

What support is available?

If you’re experiencing issues with the Service NSW app or require further information, contact Service NSW on 13 77 88 or visit your local Service NSW service centre.

COVIDSafe app

I have the COVIDSafe app. Do I need to sign in at the business?

Yes. The COVIDSafe app is a public health tool to help slow the spread of coronavirus in Australia. Businesses in NSW are required to record customers contact details to remain COVID Safe and assist with any future contact tracing that may be necessary.

Does the COVID Safe Check-in replace the federal COVIDSafe app?

No, the COVID Safe Check-in tool on the Service NSW app is to help businesses comply with record-keeping regarding who has attended their premises.

  • It provides businesses with a free, reliable and easy to use solution for check-ins.
  • It provides NSW residents with peace of mind their data is being stored securely.
  • It provides NSW residents with one common, easy-to-use system.
  • This system complements the COVIDSafe app.

COVID-19 check-in card

The COVID-19 check-in card provides a quicker, alternative electronic check-in method for customers without a smartphone.

The COVID-19 check-in card is a hard copy card with a unique QR code that contains a customer’s registered contact details. Customers can present their card for scanning at participating businesses to electronically check in.

How does the COVID-19 check-in card work?

A customer can present their COVID-19 check-in card and have it scanned by a business as an alternative electronic check-in method.

When a business scans the QR code on the card, the customer’s registered contact details automatically populate in the Service NSW business online webform.

The customer’s check-in information is directly available for NSW Health’s contact tracing team in the event of a positive COVID-19 case.

How do I apply for the COVID-19 check-in card?

You can apply for the COVID-19 check-in card online, or by calling Service NSW on 13 77 88.

You will need to provide basic personal details such as your name and phone number. If you would like the card mailed or emailed to you, you will need to provide these contact details too.

Can I apply for a COVID-19 check-in card on behalf of someone else?

Yes, you can apply for the COVID-19 check-in card on behalf of someone else. We encourage you to create a QR code for a loved one who may not have a QR compatible device so they can check in to venues. You do not need proof of identity, a power of attorney or enduring guardianship to do this. However, please note it is an offence to provide false or misleading information.

Do I have to use a COVID-19 check-in card?

No, the NSW Government developed the COVID-19 check-in card to make it easier for people without smartphones to electronically check in.

The card is an optional, alternative check-in method.

COVID-19 case alerts and contact tracing

What is a COVID-19 case alert?

A COVID-19 case alert is a red icon which will appear in the COVID Safe Check-in history inside the Service NSW app if you have attended a venue around the same time as a positive COVID-19 case.

The alert will display the business name and date of the positive COVID-19 case and general advice to monitor for symptoms and get tested if symptoms appear.

What do I do if I receive a COVID-19 case alert?

You can click the red alert icon that provides general advice to monitor for symptoms and get tested if symptoms appear.

NSW Health will continue their current contact tracing procedures.

Customers who have received a COVID-19 case alert do not need to contact their family or friends about the alert.

Note: NSW Health will continue to contact people who are close contacts that need to take further actions.

How will I know if I've visited a business or organisation where an identified COVID-19 case has been?

You will receive a notification from Service NSW to check your COVID Safe check-in history for a COVID-19 case alert, if you have visited a venue around the same time as a COVID-19 positive case.

Businesses will receive an email notification to their registered business email address if a positive COVID-19 case visited the venue.

NSW Health will be in contact if they require more information or if you need to take further action.

Can I access my check-in history?

If you access the COVID Safe Check-in tool using your MyServiceNSW Account via the Service NSW app, you will be able to see the details of all previous check-ins for the past 28 days only. You will also be able to check out of a premises up to 48 hours after you check in to that premises. This will only be available on your device when you are logged in.

If you would prefer not to have a history of your check-ins, you can continue as a ‘guest’ user by logging out of your MyServiceNSW Account, and using the COVID Safe Check-in tool in the Service NSW app. This means you will not be able to view the 28-day COVID Safe Check-in history or check out of a premises after 48 hours.

What if I have questions around my specific circumstances (e.g., I am unvaccinated, have chronic health conditions or dependants)?

If you have symptoms or questions about COVID-19, customers should call the National Coronavirus Health Information Line on 1800 020 080. If you require translating or interpreting services, call 131 450.

You can find more information on COVID-19 symptoms on nsw.gov.au.

For other enquiries, including self-isolation requirements in NSW, visit Service NSW or call 13 77 88.

What if I checked in as a 'guest' user?

If you do not have a MyServiceNSW Account, you can check in as a guest user via the Service NSW app, self-serve webform, business online webform or COVID-19 check-in cards. If you checked in as a guest around the same time as a positive COVID-19 case, you will receive an SMS notification from Service NSW.

The SMS will advise that you may have been in contact with a COVID-19 positive case and provide general advice to monitor for symptoms.

What privacy controls are in place – will people know if I test positive?

A COVID-19 case alert will not advise of any personal information of the person who tested positive for COVID-19.

The COVID-19 case information received by Service NSW is not stored permanently and phone numbers are deleted after COVID-19 case alerts are issued.

What should I do if I check my COVID Safe history and find multiple sites are listed?

Follow the general advice provided in the COVID-19 case alert to monitor for symptoms and get tested if symptoms appear. NSW Health will contact you if required.

Troubleshooting

There’s no internet connection at the business. What do I need to do?

Please check your phone’s internet connection and try again. If you’re still unable to get internet connection, please check in via the alternative method provided by the business.

For customers without smartphones, the COVID-19 check-in card is a handy alternative. Find out more about the COVID-19 check-in card.

I cannot scan the venue code on my device.

To check in with the Service NSW app, you need to enable the camera on your device through your device settings.

If it is still not working, please sign in via the alternative method provided by the business.

I do not have a mobile or I do not have my mobile with me. What do I need to do?

If you do not have a mobile phone or you're not carrying it with you, please check in via an alternative method provided by the business.

For customers without smartphones, the COVID-19 check-in card is a handy alternative to other manual check-in methods. Find out more about the COVID-19 check-in card.

Privacy

For what purpose will my information be used?

Service NSW will only collect your name, contact details (as available on your MyServiceNSW Account), and date and time of entry so that NSW Health may contact you for the purpose of contact tracing, should it be necessary.

Who has access to the contact details I gave when I checked in using the COVID Safe Check-in tool?

To protect customers’ privacy, businesses and organisations using the NSW Government QR code are not able to access the customer contact details submitted at check-in.

Access to the customer contact details (name and phone number) provided at check-in is restricted to authorised personnel in Service NSW and NSW Health.

NSW Government regulatory bodies are also able to view the total number of COVID Safe Check-ins at a business for a specific time and date to ensure businesses are meeting their COVID Safe responsibilities. Regulatory bodies do not have access to customer contact details.

How long will my information be stored for?

The information you submit via the COVID Safe Check-in tool in the Service NSW app and the Service NSW webforms is stored securely for 28 days. After this time, Service NSW will permanently delete the record of your attendance. Any information transferred to NSW Health may be retained for more than 28 days in accordance with the Public Health Order.

How is my data protected?

The contact details submitted via the COVID Safe Check-in tool are stored securely on a NSW Government database.

More information