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Live Performance Australia releases updated Ticketing Code of Practice

Live Performance Australia releases updated Ticketing Code of Practice
November 18, 2020

New guidance for consumers’ rights when an event is affected by a cause outside of the organiser’s control - such as the disruption caused by COVID-19 during 2020 - is included in Live Performance Australia’s (LPA) newly released updated Ticketing Code of Practice.

The updated Ticketing Code includes a new part dealing with cancelled, rescheduled or significantly relocated events due to ‘intervening circumstances’.

The Code sets out the expectations regarding conduct and representations, communications to consumers, indicative timeframes for announcing new dates for postponed events, possible remedies, and timeframes for offering refunds.

The eighth edition of the Ticketing Code of Practice (the ‘Ticketing Code’) will come into force from 1st January 2021.

The Code is a comprehensive and robust framework that sets out expectations for industry best practice and ensures that consumers are treated fairly. LPA has consulted with the ACCC on revisions to the Code.

LPA Chief Executive, Evelyn Richardson notes “while the unprecedented disruption to live performance events caused by COVID-19 was the impetus for the Code update, it is also designed to address future circumstances beyond the current pandemic.

“We never previously had to envisage a situation where our entire industry was shut down across the country and globally for months on end, due to circumstances beyond our control, such as the public health response to the global pandemic.

“As we transition to living and working in a COVID-normal world, we obviously need to anticipate the possibility of more disruptions in the future, although they are more likely in the form of targeted and localised restrictions to contain any Coronavirus outbreaks.”

Richardson adds “our industry has faced incredible challenges this year in responding to the impact of the COVID-19 pandemic. Venues were forced to close overnight, and performances had to be cancelled or rescheduled despite ongoing uncertainty about the duration and severity of public health restrictions in different jurisdictions.

“Our Members have worked diligently on the rescheduling of events or processing of refunds amidst great uncertainty about when they can resume live performance events.

“We thank our audiences for their patience during this period, and also acknowledge the many ticket holders who have donated their ticket refunds to live performance companies in a gesture of support during this very difficult time for our performers, production crews and venues.”

The Ticketing Code of Practice is available online

Related Articles

10th August 2020 - Live Performance Australia releases comprehensive COVIDSafe guidelines

7th August 2020 - Live Performance Australia commends Western Australian Government for shared risk funding

4th June 2020 - Live Performance Australia’s $345 million plan to restart and rebuild the entertainment industry

5th May 2020 - Live Performance Australia slams NSW Government’s lack of support for cultural sector in crisis during Coronavirus crisis

9th April 2020 - LPA welcomes additional arts support but highlights much more is needed

4th April 2020 - LPA believes funding still not enough to prevent decimation of live performance industry

23rd March 2020 - LPA seeks targeted financial stimulus for live performance industry

20th March 2020 - LPA concerned over Government’s inaction in helping cultural sector survive Coronavirus crisis

17th March 2020 - LPA calls for $850 million live performance support and stimulus package

15th March 2020 - LPA calls for urgent confirmation on timeframe for government’s ban on public events

3rd December 2019 - LPA reports live performance industry drives cultural economy but growth rate slowing

11th May 2019 - LPA welcomes Labor vision for creative Australia

14th February 2019 - LPA calls on NSW Premier to halt new regulations until proper industry consultation undertaken

30th November 2018 - LPA welcomes Labor Plans on Ticketing and Music

19th March 2018 - LPA launches video to help online ticket buyers avoid scams

20th February 2018 - LPA releases new Safety Guidelines for the Live Entertainment and Events Industries

8th August 2017 - LPA releases guide to help consumers avoid ticketing scams


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