COVID-19 - Updated FAQs for Movers

All our COVID-19 info in one place

This page will be regularly updated as the situation with COVID-19 changes.

Last updated Thursday 29 July at 10:30am.


We're operating as a permitted business in the Road Transport (passenger and freight) category, with a COVID Safe Plan. Download here.

We are working with a Socially Distanced protocol at this time.

There are cases of COVID-19 in the community, please immediately check if you were at any of the exposure sites by following this link.

Mask rules have changed for the public from 15 July, more info here.

Our current mask rules are unchanged, scroll down for more information on when and how to wear a mask.


This page

This FAQ page contains information on the MWAV Socially Distanced Moves protocol, followed by a section on safety procedures, then a section on business performance and employment. Further down, there’s the pre-arrival phone script for movers, and the truck disinfection checklist.


Firstly, a huge thanks

A massive (virtual!) pat on the back from management to all movers, as we continue to adapt to a difficult and regularly-changing situation. We appreciate the continued effort it takes to work with changing protocols and difficult conditions due to the pandemic.


Customers need to:

  • Socially distance. At the beginning of the move, and again at the conclusion, they can take part in a socially-distanced walkthrough to talk through the items being moved on the day. They must keep a distance of 1.5 metres from the movers during this process
  • Isolate. Aside from the initial and final walk-throughs, they are requested to either head off-site for the remainder of the move, or isolate in a room with a closed door while movers are working
  • Allow movers to wash their hands. Frequent hand-washing helps reduce the risk of transmission - it's for everyone's benefit

Movers need to:

  • Call the customer around 15 minutes prior to arrival to discuss the move, running them through the pre-arrival phone script (full script is towards the bottom of this article)
  • Wash hands with soap or sanitise as regularly as possible on the job
  • Follow the cleaning procedure detailed on the truck disinfection checklist at the end of each day of work
  • Avoid accepting cash payments. EFTPOS terminals must be wiped down after use and phones must not be shared
  • Wear masks at all times when not strenuously exercising (‘huffing and puffing’)
  • If at any stage customers are not adhering to the above guidelines, movers need to remind them. If they continue not to follow the directives, or are unable to do so, you should immediately get in touch with the office so we can help solve the problem

Office staff need to:

  • Ensure that customers are aware of what is required of them at the time of booking. Customers need to accept and agree the move rules and not just have a "she'll be right" attitude.

If you feel that any of the above protocol is not being followed, or that the move is likely to infringe the rules (even before you arrive), you must call the office and speak to a manager, explain the situation.



I'm feeling sick, or have symptoms. What should I do?

Do not attend work. You should remain at home, self-isolate and arrange for a test. Notify the manager on duty in the office (94173443) as soon as you have your result. Please take a screenshot of your result, and send it through to for confirmation.

If you're at work and begin to experience symptoms, contact the manager on duty as soon as possible. We will arrange to transport you home, where you should self-isolate and arrange for a test, as described above.


Where can I find useful information on social distancing, hygiene and what to do if I have symptoms?

All staff should familiarise themselves with the DHHS advice on distancing, cough hygiene, hand washing, and what to if symptomatic, available at

We've also got posters up on the depot with information about these practices, as well as floor markings in the depot and office showing the appropriate spacings between people. There are posters displaying the maximum number of people in each area at any given time. (4 square metre rule).


What if the customer fails to self-isolate during the move?

Your customer may be failing to take the precautions seriously. If they won’t stay off-site, or isolate in a separate room, or stay 1.5 metres from you during the walk-throughs, follow the below steps.

First time: move to a safe distance and remind them of the contactless rules.

Second time: remind the customer again that it is important that they follow the rules, and tell them you’ll have to call the office for advice. Go to the truck cab and call the office, and a manager will call the customer to explain the rules, explain why we need them followed, and say that we’ll need to leave if there are further issues with keeping the move safe.

Third time: head back to the truck, call the office, a manager will speak to the customer and let them know the move will need to be cancelled. The customer will be told to re-book for a time when they’re able or prepared to follow the guidelines.

Important: the above three steps are merely a suggestion. You can (and should) call the office at any time you are concerned about the move's progression, or your customer or teammates' approach to safety, so that a manager can advise you how to proceed. Even the smallest health concern is worth a call to discuss if you're not sure.

Useful phrases:

  • “I’m sorry, but I need to ask you to leave us to it - we’re not allowed to work with customers present at the moment, due to our contactless move rules.”
  • “Sorry if it seems a bit over-the-top to you, but the rules are there to protect you, as well as us.”
  • “I can see that you’re trying to help, but we need to complete this job without any contact. I’m sorry but I have to ask you to keep an appropriate distance or self-isolate while we’re here, and call us on the phone if you have anything you want to discuss.”
  • “I’m just going to give the office a call to check with them on how to proceed with this move. Please keep an eye on your phone, because my manager might need to call you to discuss.”


How should I use face-masks and gloves on the job?


Full advice from the Department of Health and Human Services is here - We've summarised the relevant points for movers in this section.

Man With A Van requires that you use a face-mask, and not another type of face shield. The company provides 3-layer face masks for all staff.

What counts as a lawful reason?

There are a number of lawful excuses for not wearing a face covering including: 

  • if you have a medical condition or other condition that impairs your ability to wear a face covering, 
  • doing strenuous exercise or 
  • if you are unable to do your job while wearing a face covering. 
  • People who have a medical condition, including problems with their breathing, do not have to wear face coverings. Some people who have past experiences of trauma are unable to wear a face covering due to psychological impacts. This is a valid reason not to wear or carry a face covering when you leave home. 

You can remove your face covering if you are communicating with a person who is deaf or hard of hearing, where the ability to see the mouth is essential for communication. A person may remove their face covering to smoke or use an e-cigarette, but must put a face covering back on as soon as they finish.  You can take your face covering off when eating or drinking.  

You mentioned strenuous exercise?

The current DHHS advice states that if you are doing a physically strenuous task which leaves you "out of breath or puffing", you can remove your mask while that remains the case. Once you're not in a state of puffing or strenuous movement, you should put the mask back on. So, if your mask is uncomfortable while you're moving stuff up/downstairs or on a steep slope, you are able to remove it - but you need to put it back on as soon as you're back in a non-puffing/out-of-breath state. If you're able, wear it all the time.

Have a discussion about mask wearing with each customer during your day of work.

You should always arrive to the job and greet the customer wearing a face mask. If you are going to remove your face mask because of the 'strenuous exercise' involved in the job, discuss this with the customer first, explaining the 'strenuous exercise' or 'huffing and puffing' rules, to put them at ease.

Do I have to wear a mask in the trucks?

If you are driving alone or only travelling with people from your household, you do not need to wear a face covering.  You should put your face covering on before you leave your vehicle or if you wind down the window to talk to someone.

If you are driving with people for work or people you don’t live with then you must wear a face covering unless you have a lawful excuse.

You must wear a face covering if you are a passenger or driver in a commercial vehicle such as a taxi or Uber, unless you have a lawful excuse.

That’s a lot of mask wearing. Can I take a break?

It is important you wear your face covering when at work, but some people may require short breaks from wearing their face covering. When you do so, ensure you are not near other people, and follow this advice when removing your covering. Only a short break should be required, or when you're huffing and puffing.

How do I wear a face covering correctly? Cloth mask

A cloth mask should fit securely around the face, specifically covering the nose and the mouth areas. The mask should fit snugly on your face and be secured by ties at the back of your head or ear loops. If you are using a mask with ear loops, you can use a plastic clip or tie to join the ends together at the back of your head to make sure it fits snugly on your face.

Make sure that your mask does not have holes or any unfiltered one-way valves. This can result in breathing out the virus if you have coronavirus (COVID-19).

Wash your hands for at least 20 seconds with soap and water, or use hand sanitiser that is made up of over 60% alcohol, before putting on your mask and after taking it off. Avoid touching your eyes, nose, or mouth at all times and store used cloth face masks in a plastic bag until you have an opportunity to wash them.

How do I wear a face covering correctly? Surgical mask (single use)

  • Before putting on the mask, wash your hands for at least 20 seconds with soap and water, or use a hand sanitiser that is made up of over 60% alcohol.
  • Check for defects in the mask, such as tears or broken loops.
  • Position the outer side of the mask outward according to the instructions of the manufacturer.
  • If present, make sure the metallic strip is at the top of the mask and positioned against the bridge of your nose.
  • If the mask has:
    • ear loops: hold the mask by both ear loops and place one loop over each ear
    • ties: hold the mask by the upper strings. Tie the upper strings in a secure bow near the crown of your head. Tie the bottom strings securely in a bow near the nape of your neck
    • dual elastic bands: pull the bottom band over your head and position it against the nape of your neck. Pull the top band over your head and position it against the crown of your head.
  • Mould the bendable metallic upper strip to the shape of your nose by pinching and pressing down on it with your fingers.
  • Pull the bottom of the mask over your mouth and chin.
  • Be sure the mask fits snugly.
  • Don’t touch the mask once in position.

If the mask gets soiled or damp, replace it with a new one.

How do I know my cloth face mask is working?

You know your mask is working to protect you if it is well fitted. If the ties are loose, tighten them to ensure a snug fit. The mask should fit snugly and cover your nose and mouth. Keep an eye on the integrity of the fabric as it may thin over time with repeated washing. If this happens, replace the mask

When should I wash my cloth mask?

A cloth mask should be washed each day after use. However, if during the day your mask is visibly dirty or wet, do not continue wearing your mask; the mask needs to be washed.

Re-using a cloth mask without washing is risky because it can become contaminated or may not be as effective in protecting you.

How do I wash my cloth mask?

Cloth masks can be washed in the washing machine with other clothes, or hand-washed using soap and the warmest appropriate water setting for the cloth.

Your cloth mask should be dry before re-using it. You can use the heat setting on your dryer or lay out flat to air dry. If possible, place the cloth mask in direct sunlight. Wash your hands after handling used face masks.


Gloves: Disposable gloves should be used when entering a property, where the doors need to be opened by you. Secure the doors open and/or sanitise door handles if they will need to be used while you’re onsite. Then dispose of the gloves.


How are we reducing risk in the office?

Our aim has been to distance people as much as possible in the limited office space we have. We’ve removed some stations so that office staff are further apart when sitting. All office staff have their own keyboard, headset and mouse. Managers who can work from home are doing so whenever possible. The air conditioning runs continuously to keep ventilation at maximum possible.


If I'm sick, what do I need to do?

If you’re sick, stay home from work. If you have any coronavirus symptoms, seek out a test. Do not attend work, meet up with others or go shopping until you have a negative test results. See for Victorian government advice.


What if my workmate isn't taking the safety procedures seriously?

If you feel that your workmate isn't taking the required precautions, please speak to managers Matt Windsor or Jack Tandy in the office, or Health and Safety Rep Nick Reich. It's a serious situation, and all staff need to have that at front-of-mind while working.


How do I report a safety issue (whether COVID-related or otherwise)?

All safety issues should be logged at (for personal injury or near misses), or at (vehicle and property damage and vehicle safety issue reporting). If you have a positive test result, please notify a manager as soon as possible via phone, but also log a report at when you are able.

What financial support is available?



We're currently very busy, due to a backlog of moves which were unable to be completed during the extended lockdown period. We have plenty of shifts available. If you’d like to pick up more shifts, or talk about your roster/availability, please email or speak to a manager on 94173443.




“Hi, it’s [me + other mover] from Man With A Van. We’re going to arrive in about 15 minutes. I was just calling to confirm that you’re aware that today’s move will be a socially-distanced one, due to COVID-19. Our office should have sent you an email describing our protocols in detail.”

Socially distanced move requirements

“When we arrive, we’ll do a walk-through with you to see what needs to be moved, we need to maintain a 1.5m distance during this. After that, we’ll need to ask you to wait off-site, or in a room we don’t need to access for the move. We can do another distanced walk-through at the end to make sure everything is in the right spot.”

Any risks?

  • “Is there anyone sick or self-isolating at the properties, or who could be in a high-risk COVID group?”

Thanks, see you soon

“Ok, thanks for the chat.

If you’ve got any further questions, let me know and I can get a manager to give you a call to discuss it with you. See you soon.”


Action: Put on PPE before arrival

You should already be wearing your mask, as per government guidelines (as you are out in public). You should also put on gloves in case you need them while you secure access doors open. Arriving with PPE on helps customers see you are taking the requirements seriously.



Please follow these steps to disinfect frequently touched areas of the truck.  It’s best to wash your hands before and after disinfecting wherever possible. If you can’t wash your hands with soap and water, hand sanitiser is your next best option.  

When packing up the truck at the end of your day of work, please follow these steps:

  • Remove any rubbish and sweep out the truck
  • When using the chlorine, spray it directly onto the cloth and then wipe surfaces with the cloth.
  • In the back of the truck please wipe down all hard surfaces that you’ve touched that day. That might include rails, entry points, trolley handles, strap buckles, broom etc.
  • At this stage jump out of the truck and wipe down a few more things things before heading back to the depot:
  1. Ramp: Wipe down the sides of the ramp and then stow it.  Before you slide it right in, give the end a wipe as well.
  2. Doors: You’re just aiming to get the areas where people place their hands.
  3. Handles: Wipe down the accessibility handles on either side of the truck.
  4. Fuel cap: Wipe the fuel cap if you’ve filled up with fuel today
    • Dash:  Wipe down the whole dash especially all the console controls.  Make sure the cloth isn’t excessively damp when wiping down the electronics.  Wipe the whole steering wheel including the horn and the light, indicator and windscreen wiper controls. Wipe down the phone mount. Wipe down the gear stick and the hand brake.
    • Seat belts:  Just a quick wipe of the buckles.
    • Sun visors:  Wipe down the visors and the edge of the compartments above where people place their hands.  Grab out the first aid kit and fuel card box and wipe down the exteriors. 
    • Positioning controls: Wipe down the levers that adjust the position of the seats and the steering shaft.
    • Doors:  Wipe down the door handles, window controls and accessibility handles.  Then jump out of the truck and wipe down the exterior door handles, black casing around the rearview mirrors and the black bars the mirrors are mounted on.
    • Phone etc: Wipe down the phone, eftpos terminal and keys before you return them their pigeonhole.  Again, make sure your cloth is not excessively damp when wiping the electronics.

Put back in box: 

    • 2 spray bottles
    • 2 hand sanitisers
    • Roll of paper towel and garbage bag roll
    • Box of gloves
    • All unused cloths

All dirty cloths go into the bucket in depot to be washed.

  • Park your truck and wash your hands before signing off or touching the staff computer (or anything else).





If you have any further questions about MWAV’s COVID-19 response, whether regarding safety, employment, or anything else, please email to or call the office on 9417 3443. You can also submit anonymously at

MWAV Pty Ltd trading as Man With A Van

ABN 49 144 077 547 • ACN 144 077 547

Terms & Conditions

Man With A Van

53 Church St, Abbotsford VIC 3067

(03) 9417 3443

Website by Studio Buster
Brand by Liqourice