Facts about ticket resale and scalping
Canberra Theatre Centre is the sole official ticket sellers for the productions that perform at the Canberra Theatre Centre, however a number of other websites also advertise and purport to sell tickets, such as Viagogo and Queen of Tickets.
These websites are not ticket agents; they provide a platform on which ticket holders can re-sell their tickets to other people.
Some people who re-sell tickets on these sites do so because they are no longer able to attend the performance they had booked. Other people buy tickets with the express intention to re-sell them for a profit. This means that tickets listed on resale websites can sometimes be sold for prices significantly higher than what was originally paid. While this may seem unfair, it is not an illegal practice in Australia (for most events).
Sometimes one of the following problems can affect tickets purchased from resale tickets:
• A low-priced seat with an inferior view of the stage is re-sold at a premium price and/or with no advisory about the sightline restriction.
• An e-ticket/print-at-home ticket is sold multiple times to different people. Once the first ticket holder is scanned into the venue, all the remaining copies of that ticket become void and refused admission.
In either of these instances, affected ticket holders should contact the website from which they purchased tickets as soon as possible. Most resale sites offer a money-back guarantee that the tickets sold via their website are genuine, and a refund should be sought if tickets are found to be fraudulent.
Please note that the venue and official ticket agents are unable to issue replacement tickets to customers who have been the victims of misleading or fraudulent resale practise.
Unfortunately, with the rapid growth of the resale industry in Australia, issues such as these have become more common. We need your help to combat these practices.
Here are some practical steps you can take raise awareness about ticket resale:
• Visit a consumer review site (such as www.trustpilot.com) and leave honest feedback about your experience with the resale company.
• Notify consumer watchdog groups, especially the ACCC https://www.accc.gov.au/consumers/complaints-problems
• Tell your friends and family, and use social media to make others aware of your experience.To check who the official ticket agent is for an event, always visit the venue or event website, which will usually have a direct link through to buy tickets from the approved ticketing provider.
If you have any further questions about your tickets to shows at Canberra Theatre Centre or what to do if you have been adversely affected by resale practices, please contact our Box Office on 6275 2700.
We hope this information has been helpful.
SAFE TICKET BUYING GUIDE
The practice of buying and reselling tickets for profit has always existed but, in the digital era, the scale of scalping has increased substantially for a variety of reasons:
Acting together using sophisticated technology to harvest tickets to purchase tickets the minute they go on sale.
LACK OF REGULATION
Unlike other markets, there is limited legislation to prevent the scalping of tickets, and those that are in place are not regularly policed. Additionally, terms and conditions of resellers are not enforced with tickets regularly listed without the original price, seat location or any restrictions.
FANS ARE CONFUSED
As you may have experienced, resellers are very cunning at giving the impression of being the official seller. Typing in ‘tickets + artist’ will generally lead to paid results directing fans to highly priced tickets, when more affordable alternatives at face value are available.
I THOUGHT MY RESALE TICKETS WERE GUARANTEED TO GET ME INTO THE EVENT?
No. The only way to ‘guarantee’ that you are able to attend your event is to purchase through the official seller, in this case Canberra Theatre Centre (CTC) or Canberra Ticketing. Resellers may be able to offer a refund of your money after reviewing your complaint but cannot offer service through the Box Office. Please be aware, CTC has no obligation to honour tickets purchased via unauthorised re-sellers.
WHY CAN’T BOX OFFICE STAFF ASSIST ME?
As your tickets were not purchased through CTC or Canberra Ticketing, the official seller and operator of the Box Office, staff do not have any record of your purchase or account. Where possible, staff will attempt to sell you a new seat but are not able to resolve your resale issue.
HOW DO I KNOW WHO THE ‘OFFICIAL’ TICKET SELLER IS?
The safest way to determine the ‘official’ ticket seller is to search the venue website. Always be wary of the highest placed search results as these can often be paid ads for resellers identified on the right hand side of this poster.
WHAT ARE THE BENEFITS OF PURCHASING THROUGH THE OFFICIAL TICKET SELLER?
When you purchase through official sellers, you pay a fixed price as determined by the artist. In addition, the ticket you purchase is 100% guaranteed and if something goes wrong, you are able to speak to Box Office staff at the event.
HOW TO LODGE YOUR COMPLAINT AGAINST UNAUTHORISED RESELLERS
If you have been scammed or had a problem with your purchase, report it to the police and/or consumer protection agency in your state or territory:
NSW Fair Trading
Consumer Affairs Victoria
QLD Office of Fair Trading
WA Consumer Protection
SA Office of Consumer and Business Services
Tasmanian Consumer Affairs and Fair Trading
NT Consumer Affairs
You can also contact the Australian Competition and Consumer Commission
BUY VIA THE VENUE.