The tram operator has issued a statement after pictures on social media showed survey staff without masks on board.
It occurred as Tramlink, which oversees the tram service operating in Nottingham, launched a campaign to ensure that all tram users are travelling with a ticket.
Surveys started on Monday (December 6) and staff have been appointed to determine the travel patterns of the tram customers.
However, three of the surveyors appointed by the service were spotted without masks while on a tram.
The incident has been flagged up by one Twitter user, who posted the picture alongside the caption: "Nice to see that @NETTram staff don’t need to follow the rules the rest of us do…checking peoples tickets and having a loud chat with not a mask between them."
The photo was released on December 11, after the mandatory mask measures have been reinforced.
It has later been mentioned that the people in the picture are not part of the NET staff.
Responding to these concerns, a spokesperson for Tramlink said: "I’ve contacted the company who are conducting this survey to make sure that the surveyors are wearing masks and if they have an exemption that they have a lanyard showing this. This was explained before the surveying started but I will ensure it is reinforced.
"We started the survey last Monday to try and determine the travel patterns of our customers and to get a figure for the amount of ticketless travel on the network.
"As you will be aware we increased the penalty for ticketless travel to £70 from £50 in October and will be starting a campaign in January to try and stop ticketless travel. This includes making ticket purchase easier by introducing new ticket machines and a new website.
"This, as far as I’m aware, is an isolated incident and I will as I’ve said previously ensure this is fed back to the company conducting the surveys."
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