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Ulverstone Repertory Theatre Society Live Performance Ticketing Code
This Code provides guidelines for the repertory Society participants in establishing effective complaint handling procedures, and also establishes protocols for the appropriate handling of ticket revenue.
a) To establish high standards of Consumer protection in the
Live Performance industry, particularly in relation to Terms and Conditions associated with ticketing, including Consumer’s right of entry and ticket refunds.
b) To create a model of industry best practice
c) To inform Consumers of the standards of Consumer protection established by the code (i.e.: refund of tickets )
d) To provide guidelines on the fair resolution of Ticket related Consumer complaints
e) This code applies to the sale and re-sale of Tickets to Live Performance Events by the Ulverstone repertory Society Members
f) This code is self regulated
Publishment Of This Code
The Ulverstone repertory Society will ensure that information provided to the consumer, (such as summaries of the rights, remedies and facilities offered to the Consumers under this Code) is accessible to Consumers on the Ulverstone Repertory Society’s Web Site. www.ulverstonerep.com.au
Terms and Conditions of Sale and Entry
When a consumer buys a Ticket to a Live Performance, the terms and conditions of sale and entry set out the conditions applicable to that event, including, age restrictions for entry of minors, date of performance, time of performance, venue address and seat allocation.
Purchasing of tickets indicate the consumers agreement of the terms and conditions of sale.
In many cases the option to provide a refund lies at the discretion of the Ulverstone repertory Society. In the interest of maintaining good faith with the Consumer, refunds are sometimes provided when there is no strict legal requirement to do so.
However, there are a few limited circumstances in which the consumer has an automatic right to a refund, as indicated below:
a) when the Event has been cancelled
b) when the Event has been re-scheduled (and you cannot or do not wish to attend the re-scheduled Event
c) the Event has been significantly Re-located, as in that the location has been fundamentally altered by the change of venue
Protocols For Cancelled, Re-Scheduled Or Significantly Re-Located Events
A) Early Advice
When an Event is cancelled, re-scheduled or re-located the Ulverstone Repertory society should use their best endeavours to advise the consumer as soon as practicable. This can be done by approved advertisement in newspapers, advisement on the Repertory web site, posters outside the venue, public announcements and other media deemed necessary by the Society.
If the Event is cancelled, or the consumer does not wish to attend the re-scheduled or significantly re-located Event the Ulverstone Repertory Society must ensure that the consumer receives a full refund of the Ticket price.
In order to verify the authenticity of the original Ticket(s) proof of purchase may be required, and any refund may not necessarily be available at the Venue at the time the complaint is made.
Please note that refunds only apply to Tickets that have been purchased. The consumer is not entitled to a refund if Ticket was free or complimentary.
On occasion, Events are cancelled for unforeseen circumstances that arise during the Event, leaving the Event uncompleted. Occasionally such Events are re-scheduled, but often this is not possible.
If the Event is cancelled mid-event and is unable to be re-scheduled, the consumer is entitled to a refund.
c) Discretionary Refunds
Discretionary refunds may be offered in circumstances where an incident is out of the consumers control and has fundamentally affected the consumer’s enjoyment of the Event. Such an incident may include offensive behaviour by another consumer, a technical failure, or any other factor that significantly impacted on the consumer’s enjoyment of the Event.
Discretionary refunds will only be offered in circumstances in which the consumer lodged a timely complaint, as set out below:
a) Prior to the Event: if the incident giving rise to the consumer complaint occurs prior to the event, the consumer must address the Ticketing Service Provider, Presenter, Venue Manager, or agent representing the Repertory Society,( hereafter referred to as agent) whomever is available.
b) During the Event: if the incident giving rise to the consumer complaint occurs during the Event, the consumer should lodge a complaint with the Venue Manager or agent at the earliest possible opportunity. If possible, this should be done within 30 minutes of the commencement of the Event, or by the Interval at the latest. (where applicable)
1) A Venue Manage or agent, having verified the existence of an incident/complaint by the consumer should make all reasonable attempts to rectify the problem, including reseating the consumer
2) Where a complaint is rectified, no refund will be available to the consumer.
3) Where a complaint is not rectified a Venue Manager or agent, at his or her discretion, may provide the consumer an exchange option to another performance of the same Event, or may offer a full or p partial refund. If this occurs the consumer has no right to attend the remaining portion of the Event in which the exchange or refund as been made.
What Costs Are Refundable
Full refunds, where applicable, cover the entire cost of the Ticket.
Under no circumstances with the Ulverstone Repertory Society be required to reimburse the consumer for auxiliary expenses incurred by the consumer in attending or non attendance of an Event, including cancelled, re-scheduled or re-located Events. Auxiliary expenses include but are not limited to the cost of travel, car parking, child care and accommodation.
The consumer is encouraged to o obtain sufficient ticket or travel insurance cover for such expenses.
When The Consumer Is Not Entitled To A Refund
There are circumstances in which Consumers often mistakenly believe they are entitled to a refund. Although the Ulverstone Repertory Society may choose to provide a discretionary refund in some of these circumstances, such refunds do not arise out of any strict entitlement.
A) Event Dissatisfaction:
If the consumer applies for a refund only on the grounds that the performance standard of the Event does or did not meet his/her expectations, the Society is not required to provide a refund.
B) Failure or inability to attend event
The Ulverstone Repertory Society will not be required to provide an exchange option or refund where the consumer is unable to attend for reasons including illness, transport failure or delay, or chose not to attend the original Event for which the Ticket was purchased. The consumer is encouraged to obtain sufficient ticket or travel insurance cover for such circumstances.
C) Late attendance
The Ulverstone Repertory Society will not be required to provide an exchange option or refund where the consumer is late to an event, and are refused entry on the grounds that latecomers will not be admitted. Sometimes it will be at the Society’s discretion to admit late comers within the first 5 minutes of a performance; however seat allocation will be at the Society’s discretion.
D) Refused entry or evicted
The Ulverstone repertory Society will not be required to provide an exchange option or refund where the consumer has been refused entry or evicted from the Venue, these circumstances include but are not limited to any of the following circumstances:
1) Where the consumer cannot produce a Valid Ticket
2) Where the consumer cannot produce proof of concession entitlement where a concession Ticket has been purchased.
3) Where the consumer produces a Ticket that has been identified by the Society as having been sold or offered for resale for a profit by any person or organisation that is not authorised by the Society. (i.e. scalped ticket)
4) Where the consumer produces a Ticket hat has been handled or dealt with in a way that is contrary to its Terms and Conditions of sale
5) Where the consumer has in his/her possession or refuse to surrender to the Venue any prohibited object or article including but not limited to photographic or recording equipment, food or alcohol that is not permitted to be brought into or used in the Venue.
6) Where the consumer is behaving in a manner which may cause property damage or that threatens the safety of performers, other Consumers or any other persons
7) Where the consumer is behaving in a manner that unreasonable interferes with other Consumers enjoyment of the Event, including the use of cameras, mobile phones, personal computers, paging devices or other electronic equipment.
8) Where the consumer otherwise breaches the Venues conditions of entry or fail to follow the reasonable directions of Venues staff
9) Where the consumer refuses to remain in the area or seat designated on his/her ticket.
E) USE OF AN UNDERSTUDY
The Ulverstone Repertory Society will not be required to provide an exchange option or refund where a performance has been made by an understudy in the place of a main performer, provided the consumer has been made aware of the use of an understudy at the time of the Event.
F) Change in support act
The Ulverstone repertory Society will not be required to provide and exchange option or refund where a supporting act is replaced provided the consumer has been made aware of the change at the time of the Event.
G) Change in ticket Price
Occasionally during the course of selling Tickets to an Event, the Society will alter the Ticket price in response to varying levels of consumer demand. Such alterations do not affect the Terms and Conditions applying to Tickets purchased prior to the new selling seating allocation, and do not entitle the consumer to a refund for Tickets purchased prior to the new seating allocation
H) Release of additional seats
Occasionally during the course of selling Tickets to an Event, the Society will release additional seats in response to the levels of consumer demand. Such alterations do not affect the Terms and Conditions applying to Tickets purchased prior to the new seating allocation and do not entitle the consumer to a refund for Tickets prior to the new seating allocation.
I) Lost, Stolen or Invalid Tickets
The consumer should ensure the validity of the Tickets purchased by purchasing Tickets only from the Ticketing Service Providers authorised by the Society.
I f the Consumer reports Tickets for reserved seats as lost or stolen, it may be possible for the Society to replace them providing that the consumer is not engaging in deception or fraud. However not all Tickets can be traced and the consumer should safeguard against loss or theft by treating all Tickets like cash.
The society refuses to offer a refund for “print at home” tickets, as this is fraud.
If the consumer feels that he/she is entitled to a refund under the conditions described above the consumer may:
a) Approach the Venue Manager or agent as soon as possible in person.
Provide the manager or agent with name, address proof of purchase and reason for the refund request as outlined above.
b) Write to:
Ulverstone Repertory Society
P.O. Box 555
And provide Name, address, proof of purchase and reason for the refund request as outlined above
c) A notice will be placed in the local newspaper within three days with instructions for the consumer to obtain a permissible refund.
d) Information of how to obtain a refund will be posted on the Society’s web site.
e) The agent may offer the consumer an exchange ticket to the same event but scheduled at a later date, this is at the discretion of the Repertory Society. If the consumer accepts the exchange ticket there will be no other refund given.
Protocol For The Stage Manage Regarding Interruption Of An Event
1) If the performance is interrupted, the Stage Manager is to announce to the audience the nature of the interruption and advice the audience to remain seated until the cause of the interruption id determined.
a) Temporary interruption, as in a technical fault that can be rectified within 20 minutes, the performance will continue upon the announcement of the stage manager. The Society will not be obliged to offer exchange or refund of these tickets.
b) If the cause of the interruption is not rectified with 20 minutes the event will be deemed cancelled and the Stage Manage will announce details as to how the consumers will be able to obtain a refund. (as outlined above)
2) If the performance is interrupted by a fire alarm, the Stage Manager will make an announcement to the audience as to how to evacuate the building., and will advise the audience that if the fire alarm interrupts the performance for more than 20 minutes the Event will be deemed cancelled and instruct the consumers on how to obtain a refund ( As outline above)
All Ulverstone Repertory Society’s members and ushers will be required to assist and direct patrons to evacuate.
a) If the performance is interrupted by the fire alarm for less than 20 minutes and the Ulverstone Fire Brigade has determined no risk to the Event, as in a false alarm, the Stage Manager will announce that Patrons may return to their seats and the Event will continue. The Society will not be obliged to offer exchange or refund of these tickets.
b) The Stage Manager will be familiar with the Ulverstone Emergency Action Guide and will follow the protocols set out in the document. This document is posted within the Leven Theatre, and available on the Central Coast Council web site, and from the Ulverstone Repertory Society secretary.
c) Prior to an event the members and ushers will be drilled in emergency evacuations and procedures. All members and patrons will be under the control of the Stage Manager or his/her Agent.