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Ticketed events

All your usual consumer rights and protections apply to ticketed events, just like any other goods or services you purchase, but there are some things you can do to further protect yourself.

Buying tickets

The best way to buy tickets is to:

  • only purchase from the authorised ticket seller
  • consider paying by credit card. If something goes wrong you may be able to get a charge back. Contact your bank for information
  • don’t make any online payments unless you’re on a secure website.
  • make sure you read and understand the terms and conditions of sale, the returns and refund policy, and the delivery details
  • know the full cost, including any currency conversion, taxes, postage, delivery fees and packaging
  • understand the business’s privacy policy and do not give out information, unless it is legitimately required and you are certain the business is a reputable trader.

Ticket resale

Some events are very popular and sell out quickly, so not everyone who wants a ticket will be able to get one.

Despite this, we strongly recommend you only buy tickets from the authorised seller.

If you buy tickets from someone other than the authorised seller, you:

  • risk breaching ticket scalping laws
  • may find your ticket is invalid, is not accepted when you attempt to enter the venue, or does not arrive at all
  • are not guaranteed the same protections you have when buying from the authorised seller.

The price of tickets is not regulated. Ticket resale websites provide a forum for transactions, but do not regulate the resale prices of tickets. Prices are set by those reselling the tickets.

Ticket scalping

For events at major Queensland venues, it is illegal to resell or buy a ticket at a price greater than 10% above the original ticket price.

The Stadiums Queensland website lists the venues where these ticket scalping rules apply.

You can report ticket scalping to the Queensland Police Service.

Cancelled events

You have the right to a refund if you bought a ticket to a cancelled event. This applies even if the terms and conditions on the ticket say that you can’t get a refund. This is an illegal statement, because your consumer rights do apply.

If an event's date changes or if there is a significant venue change after you’ve bought your ticket, and this change means that you can’t use your ticket, you may be entitled to a refund  .

Some event organisers are members of Live Performance Australia (LPA). LPA members must follow a code of practice for ticketing. This includes holding all ticketing money in a separate account, which they can’t access until after the event. This speeds up the refund process if an event is cancelled.

Most LPA events have conditions that limit your rights if you buy your ticket from an unauthorised re-seller (a ‘ticket scalper’). The organiser may even cancel your tickets.

Misleading promotions

If you bought a ticket to an event and it did not go ahead as promoted, you may have the right to a full or partial refund.

This might be because:

  • a headline act doesn’t perform
  • the promoter didn’t have a liquor licence if they claimed they would
  • the event isn’t open to all ages, even though the promoter said it would be.

Making a complaint

If you have a problem with an event, the first thing you should do is talk to the ticketing agent or organiser. Usually, people want to do the right thing and will be happy to fix any problems.

Talk to the business

You can call in, phone or write to the manager. Make sure you set out the problem and how you would like them to fix it.

Get some tips

Contact the LPA

If the organiser is a member of the LPA, you should use their complaint process first.

Visit the LPA website

Lodge a formal complaint

Sometimes the business won’t help. If this happens, you can make a formal complaint.

Make a complaint

Last updated
17 July 2017
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