This includes deciding what issues we investigate and what enforcement action we may take. You usually represent yourself and disputes are heard by a trained referee. For example, the terms and conditions could provide that the event organiser can change a performer line up in a festival. Organisers will need time to figure out their process and obligations. A Ticketek spokesperson said it took its legal obligations seriously and 90 per cent of fans were automatically refunded within 10 days of cancellations and nearly 100 per cent within 20 business days. use reasonable care and skill in managing the booking process or organising the event. Therefore, it's impossible to speak to an actual person. The law prevents ticket resales above the original sale price when an event is declared a major event under the Major Events Management Act. There is no customer service centre you can call, just an automated voice call telling you to email. We also ensure all reviews are published without moderation. But the event was postponed more than once, so Mrs Gillett requested an almost $1300 refund from Ticketek. Promoters, ticket agents and event organisers who are in business must comply with the guarantees in the Consumer Guarantees Act (CGA). Mr Cooke said there were at least 6000 performances cancelled in the second lockdown across Australia, which would have caused a backlog due to the number of refund requests, which means people are having to wait longer to get refunds. Should have a zero star rating available. Ms Sporne's credit card expired between buying the tickets and the concert getting cancelled so her refund could not be automatically processed. Complain to the Commerce Commission if the seller said they were a licensed trader, but were selling privately. ensure that the ticket matches the description provided on the website, including making sure that the ticket shows the correct seat or venue. A police report or crime number to confirm the theft(Self-declaration not accepted). Adverse weather with no Government Agency warnings not to travel. Think twice before buying from Viagogo. Ticketek responded saying "there are unfortunately certain situations that do not fall under the scope of the guidelines" and requested more medical information in a specific format. 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", Property News:Sunny playground where the growth is only just beginning - domain.com.au. "So, we're going to have to work really hard to rebuild that confidence.". Whether your bank or credit union can raise a chargeback on your behalf; and. "We are engaging with the companies involved, letting them know our expectations and really encouraging better communication," she said. Ms Davison received her refund from Ticketek within the 20-day grace period. Think twice before buying from Viagogo. I've bumped the ticket by responding as recently as January 2023. Specific reasons where refunds will not be provided: We do not refund for non-Attendance of a Booking directly or indirectly associated with: Definitions Graham Cooke from Finder's advice is: "Anyone who's had issues getting through to the ticket seller is to get onto your local consumer body.". Major Events Management Act(external link) Legislation NZ. They can provide you with information about your rights and options. means an unforeseen circumstance completely outside. Labeled Verified, theyre about genuine experiences.Learn more about other kinds of reviews. I'm out $991. Kerry said she was $770 out of pocket, while Mia said she was waiting on $300 to be returned. After following up, they said they'll investigate and give them 30 days, and basically after that they just went silent. Refunds, Payments & Exchanges - Ticketek Australia Refunds, Payments & Exchanges Refunds, Payments & Exchanges Ticketek Refundable Tickets Frequently Asked Questions for Eligible Refundable Ticket Customers. The website for Ticketek sends you to a website called "refundable" but then they tell you (too late ofcourse) that they can't help you and to go to Ticketek.So you go to Ticketek, then they take ages to do anything, only to forward your request to the theatre directly by which time it is past the time of the show and you can no longer get a refund. Where You are the business owner or registered Director, or a member of Your family is. I booked some Elton John tickets but didn't receive the pdfs in the original email confirming the purchase. Please contact the retailer/business in an attempt to resolve your matter before lodging your complaint. Definitely, Trustpilot should bring a starless option, these scammers even don't deserve 1 star! EmailSpecialist.Team@abc.net.au. We focus on issues that can result . IfYoudid not make reasonable alternative arrangements to AttendtheBooking. You might be out of luck. You may also be entitled to compensation for damages and loss. To find the most appropriate organisations to help you with your problem or complaint, view our Who to go to for help page. If Your flight is Your Booking and it is cancelled or postponed, and You have a right of compensation from the Airline or another Paying Party. I sent a message via the website and got the pdfs a day or so later. I will never purchase anything with you again. I couldn't return to where I was, no progress, the booking system repeated itself, etc. However, ticket sellers are not allowed to make false or misleading claims about the availability of tickets. Armed Forces Naval Service, Marines, Army or Air Force. Erin Turner from consumer group Choice said businesses were obligated to give refunds within a reasonable period of time and failing to do so could be breaking consumer laws. Hong Kong, Australia and New Zealand site for sports and entertainment ticketing online. Data from the NSW Office of Fair Trading complaints register shows Ticketek was in the top three most complained about businesses in the state in October, November and December 2021, with 75 complaints all up. Make a complaint(external link) Commerce Commission. Scalping, postponed events and cancellation. A copy of the notice of failure or disruption of the public transport. Ticketek wastes YOUR TIME like it doesn't matter. ?DO NOT BUY TICKETS FROM TICKETEK! Ms Sporneis one of many customers complaining to regulators around the country, and on Ticketek's own Facebook page, about massive delays for refunds that have been going on since October last year. if there is an official ticket reseller for the event. The reply was a generic "terms and conditions" response, which did not take into account the information provided in my query.For a company with such a large customer base and significant ticketing prices this is unacceptable. They have shown no human interaction or intent to refund the tickets I could not refund when I attempted to before the shows.I NEVER received my one (1) ticket for 21 April 2022 (originally for 28 Oct 2021), nor did I get a refund or any other information on what happened to my purchased ticket for that night. If the problem isnt fixed, there are other steps you can take. 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Companies can ask for reviews via automatic invitations. Delays or cancellation caused by events beyond a promoters or ticket agents control, eg earthquake, are also excused from liability under the CGA. means the unforeseen change of the date of an examination that. As ABC notes, Ticketeks Facebook page has been bombarded with complaints from customers awaiting refunds from shows cancelled in recent months as a result of the pandemic. If you feel youre being asked to pay too much Report price increases on Price Watch Ministry of Business, Innovation and Employment. This service may include material from Agence France-Presse (AFP), APTN, Reuters, AAP, CNN and the BBC World Service which is copyright and cannot be reproduced. Buying from resale sites can be risky and more expensive. Ticketek attracting complaints for delayed concert refunds after COVID cancellations, Former government services minister Stuart Robert is being questioned at theRobodebt inquiry, Keep up with the latest ASX and business news. They should make sure to get a receipt for their purchase. "However, there are always instances where an automatic refund is not successful, most commonly because a customer's credit card details have changed, which is a much more complex refund process," they said. - You can post or email the complaint letter to the business. "Customers can request a refund progress update by responding to the request confirmation email which includes their request number. Absolutely no customer service. Auto news:Shock new reason behind car delays - drive.com.au, Ukraine crisis: Heroic acts while a nation is torn apart. All rights reserved. Another gripe customers have is Ticketeks automated responses, which are being dished out in record numbers as the ticketing giant says its processing 20 times more refunds than it did pre-COVID. Chargeback rules are set by credit card companies, such as Mastercard and Visa. Submit a request - Ticketek UK Submit a request Submit a request Due to the large number of requests we receive, it is taking us longer than usual to respond. While disappointing, this is unlikely to break consumer law if the tickets were genuinely made available for sale. However, a remedy is not available under the CGA if the breach was due to something outside the control of the business and their agents. When he goes to the concert, he is refused entry. Ticketmaster gave Taylor Swift and all fans like me an absolute nightmare when trying to buy tickets online for the eras tour. It can also be useful to set out your complaint to the business in writing, by an email or letter. This is an informal, inexpensive and quick way to settle disputes up to $15,000 or up to $20,000 if both parties agree. Try to resolve your problem or complaint: We cannot help you with your problem or complaint if you have not tried to resolve the issue yourself first. We recommend getting advice from a lawyer if you are considering legal action. But this won't apply if the postponement was allowed for, eg if it's an outdoor event held over to the advertised rain day. This factsheet provides information about COVID-19 and chargebacks, including: What you should do before requesting a chargeback. 9, Report #1483756 . When consumers buy tickets to concerts, sporting events, festivals, shows, and other events, they have the usual consumer rights about the performance of services. Heya, I got tickets to a concert from ticketek that got cancelled of covid. Consumers may also have a right to a refund if the event is unable to be delivered safely. Attributing such complaints to the correct Venue or Promoter would ensure a more accurate Register, allowing consumers to make more informed purchasing decisions. Cancelled tours from Harry Styles and Faith No More are among those attracting a high number of complaints, with a fan of the former One Direction member, Thea Sporne, telling ABC she was concerned she wouldnt receive a refund at all after being informed by Ticketek they had no record of her account and the $700 worth of tickets she had purchased. You have one bloody job and thats to sell the god damn tickets!!! Ticketek had a total of 285 complaints in the past two years, while rival Ticketmaster had 64. Thea Sporne thought buying tickets to see pop star Harry Styles in 2020 would be a great 18th present for her niece. If you have tried to resolve your problem with a business, contact your local state and territory consumer protection agency. We accept reports where people consider a business is doing something they shouldnt do. Ms Travers' refund was processed following A Current Affair's involvement. 9am to 5pm Monday to Friday (except public holidays). Any statements by promoters, ticket sellers and event organisers must be true and not misleading. You can submit a report to the ACCC to help us understand where there are problems. I promptly contacted customer support and requested refunds as the online refund options were not functional.Ticketek have not responded other than automated emails saying; "Thank you for your email we will reply as quickly as we can" on Jul 16, 2022 and later. Britt Knight bought tickets to the Backstreet Boysin January 2020 as a 17th birthday present for her sister, Jordyn. We use these reports to inform our education, compliance and enforcement work. READ MORE: New twist for business owners who accused tradie of theft. . 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Or venue to break consumer law if the tickets were genuinely ticketek refund complaint available for sale who to go to help! More: New twist for business owners who accused tradie of ticketek refund complaint agent confirming they are unable to the. Description provided on the website, including: what you should do before requesting a chargeback on your behalf and. For business owners who accused tradie of theft bring a starless option, these scammers even n't! What you should do before requesting a chargeback on your behalf ; and website, including making sure that ticket! Your complaint made available for sale help us understand where there are problems our...