Business check-in obligations

Recording and keeping contact details of staff and customers.

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Collecting staff and customer details

Follow the guidance for electronic check-in and check setting up electronic check-in and QR codes.

Optional COVID-19 Safety Plans are available to help businesses keep a safe environment for staff and customers. 

Why contact details are collected

When a new COVID-19 case is detected, contact tracing teams from NSW Health need to find all close contacts of the new case as quickly as possible to help stop or slow the spread of COVID-19.

Contact tracing teams rely on businesses and organisations keeping records of customers and staff.

Electronic check-in methods (such as QR codes) are better than paper records. Hand-written details can be difficult to read and need to be turned into an electronic format for contact tracing purposes. Electronic methods are also contactless and reduce physical contact between people.

Obligations for businesses collecting staff and customer details

Businesses and organisations can record the following details for people including staff, customers and contractors entering the premises:

  • full name
  • phone number (and email address where possible)
  • time of entry (and time of exit where possible).

Records should be kept for a minimum period of 28 days and provided as soon as possible, but within 4 hours, upon request from NSW Health, 7 days a week.

If there are circumstances which prevent the use of electronic methods to collect contact details (such as an internet outage or technical limitations or work health and safety requirements), any paper records must be entered into an electronic format such as a spreadsheet. That electronic record must be kept for at least 28 days and provided as soon as possible, but within 4 hours, to NSW Health upon request.

Customers without smartphones

For customers who do not have access to a smartphone, businesses and organisations can record their contact details and time of entry in digital form using a non-QR electronic device, such as a computer.  This record can be in the form of a spreadsheet or any other form of digital entry that can track customer check-ins and protects the privacy of your clientele. A record template is available. (PDF, 167.7 KB)

Customers unable to provide contact details

If a person is unable to provide contact details, for example due to age or language barriers, another person may provide contact details on their behalf.'

Customers who refuse to check in

If a person refuses to check in at your premises, you may refuse entry to that person. It is a matter for the occupier of each premises to exercise judgement on what is appropriate for your premises and for the well-being of your staff and customers.

If you intend to refuse entry, you should first ensure you understand their circumstances.

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