Skip to main content

Customer record keeping

Customer contact details collected by pubs, restaurants, places of worship and other businesses and organisations make contact tracing more efficient and help stop the spread of COVID-19.

Helping business get back to work

On this page

Checking into venues

Some business such as those in the hospitality sector (including pubs, registered clubs, bars, restaurants, cafes, casinos etc) are required to keep a record of all staff, patrons and contractors visiting their premises.

Businesses that need to collect customer details will find this requirement in their COVID-19 Safety Plan.

There are significant penalties for businesses and organisations that fail to comply with Public Health Orders.

Authorised officers are currently visiting businesses to assess their compliance with COVID Orders. If a breach of the COVID-19 Orders is found, a Penalty Infringement Notice may be issued for non-compliance. This on-the-spot fine is $1,000 for individuals or $5,000 for a business. There are much larger penalties for repeat offences.

How to collect contact details

The method used to record contact details is up to the business owner, provided all the requirements detailed here can be fulfilled. 

QR code check in is strongly encouraged as a contactless, hygienic method of collecting details. A free QR code check in option is available for businesses and organisations that register as COVID Safe.

This template can be used if the business needs to keep a written list (PDF, 167.7 KB)

If required to collect details, the business or organisation must:

  • record the name and contact details (date, a phone number, entry time) for every person including staff, patrons and contractors entering the premises
  • maintain these records for a minimum period of 28 days
  • ensure details are accurate - allocate a staff member to oversee that patrons are providing the required information
  • deny entry to patrons who will not provide valid contact information
  • ensure the information recorded is stored confidentially and securely and only used for the purpose of COVID-19 contact tracing
  • provide appropriate cleaning and/or access to sanitiser between customer use for shared items such as pens
  • provide the information to an Authorised Officer immediately or as soon as practicable if requested.

Premises have an obligation to ensure they have provisions in place to ensure all patrons provide their details. Leaving an unsupervised log at one of many entry points is likely to fail, and is not a reasonable excuse for not collecting contact details.  

Records are not required for customers or visitors collecting takeaway items or dropping off goods.

Why contact details need to be collected

The recent increase in cases of COVID-19 across NSW highlights the importance of acting quickly and decisively to break the chain of COVID-19 transmission. When new cases are detected, contact tracing teams from NSW Health rely upon the timely provision of accurate details of people who may have been in close contact with affected people.

If tracing teams cannot obtain reliable information on such contacts, the virus can continue to spread throughout the community.

It is important that businesses and their patrons co-operate with these contact tracing requirements to support the public health and economic well-being of the broader community during this pandemic.

Last updated: 28 August 2020

Top of page