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Find out what is required when recording and keeping contact details under the public health orders.

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Collecting patron and staff details

Under public health orders some businesses and organisations are required to keep a record of all staff, patrons and contractors visiting their premises.

Businesses that need to collect patron and staff details must address this requirement in their COVID-19 Safety Plan. Failing to collect complete and accurate patron details is a breach of public health orders and may result in penalties.

From Monday 23 November 2020, it will be mandatory for certain types of businesses to use electronic check-in methods to collect patron details.

Why contact details need to be 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 complete and accurate records of all patrons and staff. If tracing teams are not able to obtain reliable information, people are unknowingly placed at risk and the virus can continue to spread throughout the community.

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 patron and staff details

Businesses and organisations that are required to collect patron records must record the following details for every person including staff, patrons and contractors entering the premises:

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

Records must 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.

From Monday 23 November, some businesses and organisation are required to collect details electronically (e.g. using a QR code). Processes must be in place to ensure that patrons provide the required contact information and deny entry to patrons who will not provide valid  details. 

If there are unexpected circumstances which prevent the use of electronic methods to collect contact details (such as an internet outage or technical limitations), any paper records must be entered into an electronic format such as a spreadsheet within 12 hours.

Patrons without smartphones

For patrons who do not have access to a smartphone, businesses and organisations are encouraged to 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) (PDF, 167.7 KB)

Businesses and organisations that have registered as COVID Safe can access the Service NSW Check-in Webform as part of their resources pack.

Patrons 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.


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