Code of Practice
A live entertainment and performing arts edited industry guide that Daisy Tickets refers to.
OBJECTIVES
Encourage best practice
Maintain fair standards to the public
Ensure acceptance and consistency in compliance with fair standards
Provide guidelines on fair resolution of complaints
THE CODE GUIDE
1. Advertising and promotion material should give details of
(a) main performance, main attraction or performer
(b) support attraction or performer
(c) the name of the Promoter
(d) Venue
(e) scheduled date
2. Advance booking arrangements should seek to maximize fair access to Tickets by
(a) providing adequate booking facilities
(b) advising the number and type of performances that will occur
(c) advising the particular seats or seating
3. Venue box offices should prominently display or make available information about
(a) performance details including
(i) main performance, attraction or performer
(ii) understudies may be used where the principal performer is unavailable
(iii) support attractions or where information can be obtained prior to the performance
(iv) the Promoter reserving the right to change the support attraction without directly notifying the Ticket Holder
(v) commencement times
(vi) anticipated duration of the performance if it is likely to differ substantially from expected norms for that type of performance
(vii) any specific conditions of entry for each performance
(b) limitations, restrictions or special conditions on Ticket sales
(c) Ticket prices and any additional charges
(d) refund or exchange policy as set out in Clauses 8 and 9
4. Daisy Ticketing website information should have
(a) performance details as in Clause 3(a), unless such information has been provided in all advertising and promotion material
(b) the matters set out in Clauses 3(b), (c) and (d)
(c) refund or exchange conditions set out in Clauses 8 and 9
(d) service charges additional to the price of a Ticket
5. Tickets that are sold as part of a hospitality package should have
(a) performance details as in Clause 3(a) unless such information has been provided in all advertising and promotion material
(b) the matters set out in Clauses 3(b) and (c)
(c) refund or exchange conditions set out in Clauses 8 and 9
(d) the area of the Venue that the Ticket will be in or the type of Ticket and the price category in which it falls (e.g. A Reserve, B Reserve)
6. Telephone booking and website services should have
(a) the price of the Ticket and all charges additional to the price of a Ticket
(b) the general location of allocated seating or the specific location
7. Money paid in advance of the date of the performance
Should be deposited in a secure and segregated bank account to ensure that the funds from Ticket sales are available for Ticket refunds to be made should this be required.
8. Cancelled or re-scheduled performances
The Promoter, Venue and Daisy Tickets should use their best endeavours to advise customers when a performance is re-scheduled or cancelled. The Promoter should ensure that a Ticket Holder is entitled to entry in a similar location at a re-scheduled performance. If a performance is cancelled or abandoned by the Promoter and if the Ticket Holder is unable to attend the re-scheduled performance, or if the performance is not re-scheduled, the Promoter should ensure that the Ticket Holder receives a full refund of the Ticket price and other Ticket charges. Ticket Holders should apply for a refund in a timely manner and where possible, before the date of any re-scheduled performance.
9. Refund and exchange conditions
If a Ticket Holder reports a problem for which they feel they have grounds for complaint, other than those specified in this Code and has reported the problem to the Venue before the completion of the performance, the Promoter should take all reasonable steps to determine whether the Ticket Holder is entitled to an exchange option or refund. Where a substitute seat is found that is satisfactory to the Ticket Holder, no refund will be available. If an exchange option to another performance of the same performance, or a refund is to be made, the Ticket Holder has no right to attend the remaining portion of the performance for which the exchange or refund has been made.
At all times, the original Ticket and proof of purchase may be required and any refund may not necessarily be available at the Venue at the time the complaint is made.
10. A Promoter will not be required to provide an exchange option or refund
Where the Ticket Holder is unable or chooses not to attend the performance, or where the Ticket Holder has been refused entry or evicted from the Venue in any of the circumstances outlined in Clause 12 or 13.
11. Where a Ticket Holder applies for a refund
Only on the grounds that a performance does not meet his or her expectations, the Promoter is not required to make a refund. The Promoter acknowledges that a Ticket Holder has access to remedies under any relevant Trade Practices or Fair Trading Laws in the event of any false, misleading or deceptive representation.
12. Right to refuse entry
The circumstances in which a Promoter or Venue may refuse entry to the Venue to a Ticket Holder include, but are not limited to, any of the following circumstances
(a) where a Ticket Holder cannot produce a valid Ticket
(b) where a concession Ticket Holder cannot produce proof of their concession entitlement
(c) where a Ticket Holder produces a Ticket that has been purchased or obtained through an unauthorised source, or where the Ticket has been obtained by illegal means
(d) where a Ticket Holder has in his or her possession or refuses to surrender to the Venue any prohibited object or article that is not permitted to be brought into or used in that Venue
(e) where a Ticket Holder refuses to undergo a physical search or a search of their possessions where the conditions of entry state that a search may be required
(f) where a Ticket Holder is behaving in a manner which may cause property damage or that threatens the safety of performers, other Ticket Holders, or any other persons.
13. Right to evict a Ticket Holder
The circumstances in which a Presenter or Venue may evict a Ticket Holder from the Venue include, but are not limited to, any of the following circumstances
(a) where a concession Ticket Holder cannot produce proof of their concession entitlement.
(b) where a Ticket Holder has in his or her possession or refuses to surrender any prohibited object or article that is not permitted to be brought into or used in that Venue.
(c) where a Ticket Holder is behaving in a manner which may cause property damage or that threatens the safety of performers, other Ticket Holders, or any other persons.
(d) where a Ticket Holder is behaving in a manner that reasonably interferes with other Ticket Holders’ enjoyment of the performance.
(e) where a Ticket Holder refuses to remain in the area or seat designated on their Ticket.
14. Presenters and Venues reserve the right to refuse admission
A Ticket Holder who arrives late to a Venue or a part of the Venue may not be located in the designated seat or area, until there is a suitable break, if any, or at the interval period.
15. Patrons with a disability
Promoters and Venues should ensure that access is provided to performances in accordance with Federal, State and local government legislation.
16. Code of Practice notice on Ticket
Daisy Tickets, Venues and Promoters should where possible, include the following on the back of Tickets:
For information regarding Ticket complaints, ask Daisy Tickets for a copy of the Code of Practice.
Complaints Procedures
A Ticket Holder who considers that this Code has not been observed, or who has a complaint that this Code has not been observed, may do any one of the following.
1. Prior to the performance
If the complaint occurs prior to the performance, the Ticket Holder should report the complaint to Daisy Tickets.
2. At the time of the performance
If the complaint occurs at the time of the performance, the Ticket Holder should lodge a complaint with the Venue, which should then ensure that the complaint is reported to the appropriate person so that the complaint is addressed.
3. Subsequent to the performance
If the complaint occurs subsequent to the performance, the Ticket Holder should contact the Venue who should assist and advise the Ticket Holder to whom they should report the complaint to have it addressed.
In the event that the Ticket Holder’s complaint is unable to be resolved, the Promoter should refer the Ticket Holder to the Office of Fair Trading or any Small Claims Tribunal. More information from Australian Consumer Law.