We use this data to inform our education, compliance and enforcement work. What to do if things go wrong. What a disgrace!! "It was our daughter, our only daughter's, 16th birthday. We generally dont comment on our investigations or what action we may take from the information provided in reports we receive. As it got closer to Christmas I started to worry, as they were to be presents. An incident number or report from the Police or relevant traffic authority. if there is an official ticket reseller for the event. Domestic Matches. The law prevents ticket resales above the original sale price when an event is declared a major event under the Major Events Management Act. 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. etc.WHERE IS THE ACCOUNTABILITY? Accordingly, to . Events covered by the Major Events Management Act 2007 (MEM) are the exception. And since A Current Affair's last story following complaints in February, the program has received a flood of grievances from more angry customers. Anything which our Customer Experience Team considers is not intended to be included in this list of valid reasons for refund. Chargebacks(external link) Banking Ombudsman. If a ticket is sold or used in breach of our Terms and Conditions of Sale, the ticket may be cancelled without a refund and the ticketholder of the ticket may be refused admission. Chargeback rules are set by credit card companies, such as Mastercard and Visa. Specific reasons where refunds will not be provided: The call centre shut the phone to the customer's face.. The other two (2) tickets (also requested for a refund online) were emailed to me on the 23rd of April 2022 and not refunded. Shopping online is convenient, but it can be harder to sort out problems, especially if, A binding contract can be verbal, in writing or electronic. Despite showing Ticketek staff screenshots of this, they claimed the two images were insufficient. For all Queensland and New South Wales matches please call 1300 364 001. A doctor cannot be You or a member of Your family. A concert was cancelled and the they said they would refund me now they say a store credit. 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Zero stars, uselessly run, waste of a time company. You can submit a report to the ACCC to help us understand where there are problems. 107 talking about this. Scalping, postponed events and cancellation. I have been trying to get hold of ticketek to request a simple date change for about 2 months now! Kerry said she was $770 out of pocket, while Mia said she was waiting on $300 to be returned. Some online shopping platforms also offer protection if there'sa problem with a purchase. 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. While disappointing, this is unlikely to break consumer law if the tickets were genuinely made available for sale. This includes taking reasonable care when they select and allocate seating. Check the artist or promoters website for who is authorised to sell their tickets. To apply for a Refund simply click on the link in the Refundable Tickets section of your booking confirmation email, or click here and insert your OrderID found within the Refundable Tickets section of your booking confirmation email. I know this should be normal good service, not worth commenting on, but I was so relieved and wanted to balance out some of the other comments. Some businesses might offer refunds, credit, or free cancellation as a gesture of goodwill. Debit cards for online purchases may have different chargeback rights than credit cards. Ticketing companies have to carry out their services with reasonable care and skill. means a requirement to move address imposed on. "We have robust customer solutions systems and procedures in place which have been developed and improved over many years and typically result in 90% of our fans being automatically refunded for cancelled shows within 10 days of cancellation. We may consider other Emergency Circumstances at our discretion. You can contact me on 1234 5678 during working hours or after hours on 123 456 789 to discuss this matter further. I bought three (3) tickets to Aunty Donna's Sydney Enmore Theatre show. (Receipt required for Doctors note refund up to $100 or equivalent). I replied and asked for a direct line or email address to speak to management/no reply since. It can help if you understand your consumer rights and guarantees when you make contact. The speech system was deployed in our Call Centre to: Thank you It's safer to buy tickets from an official ticket seller, or licensed reseller. "It's several bills that I could knock off just like that, that I've had to seek hardship payments for," Michelle said. . Paying Party Any organisation or body who has a legal liability to pay compensation for the failure of the service, against whom You have a right of refund. We use those reports to inform our education, compliance and enforcement work. 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Absolutely appealing customer service!!!!! Where documents can be replaced in advance of theBookingor on the day. We focus our work on issues that can result in widespread harm. Ticketek welcomes the opportunity to discuss this matter further You can post or email the complaint letter to the business. "Ticketek sells 30 million tickets a year. I hope I can make it this time," Ms Davison said. Please note: We can only make payments to Bank Accounts at this time (Credit and Debit Cards not accepted) "We have looked into all three situations passed on to us by A Current Affair and we can confirm we have no refunds outstanding in any of these cases, almost all which were refunded within 20 business days as per our standard process. The role your bank or credit union plays in the chargeback process. "Then I kept getting emails saying they didn't have evidence I purchased tickets," she said. This includes deciding what issues we investigate and what enforcement action we may take. A spokesperson for Sydney festival, which opens on 6 January, says the festival will consider and process refunds if ticket holders are feeling unwell or have Covid-like symptoms; if they have been. If you are not happy with your event ticket, eg they are not the seats you thought you booked, you can: You may not have the same rights if you bought from an individual reseller. We missed the show! 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. Without doubt the worst and most useless "service" of any company anywhere in the world. Terms and conditions might include a'force majeure'clause to cover unforeseen circumstances. Reply. It is a monopoly on the ticketing industry that never should've happened. I finally did get a short email back the night before the event, ABSOLUTELY APPAULING. ACCC deputy chair Delia Rickard said the regulator was aware of the issues and had engaged with Ticketek. "Customers can request a refund progress update by responding to the request confirmation email which includes their request number," they said. Viagogo was ordered by the Federal Court to pay a penalty of $7 million. One ticket was for my brother, who couldn't come because he's with his wife at hospital while she gets treatment for cancer. I bought tickets through ticketek marketplace when directed through the ticketek website (as only single seats left for a netball game through the main website). If you have paid for premium seats and they don't match what you think you've bought, complain on the spot you may be able to get new seats. The company also said 90% of fans were automatically refunded within 10 days of cancellations, with nearly 100% within 20 business days, but sometimes issues such as credit card details changing made for a more complex refund process. 5 days ago. Contacted them and waited 2 months for a reply. How to make a claim(external link) Disputes Tribunal. If a show or event is postponed and the new date doesn't suit you, you may be able to claim a refund. Our hours of operation are Monday to Sunday 9:00 AM - 5:00 PM. Ticketek has made the same commitment for cancelled events. 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. "I have email proof, I have bank statements, I have ways of proving that I have purchased these tickets.". Ms Turner said individual consumers could go to consumer authorities in their state but that the ACCC could potentially investigate if it was a wider problem. We acknowledge Aboriginal and Torres Strait Islander peoples as the First Australians and Traditional Custodians of the lands where we live, learn, and work. Ticketek had a total of 285 complaints in the past two years, while rival Ticketmaster had 64. They get your card details and charge you for food boxes u didn't order and refuse to delete your account and details , only claiming they deactivated it and keep sending you recipe Neal's for dishes you can't even eat cuz your allergies. Unfortunately I cancelled the credit card I used so AMEX isn't wanting to help either :(, New comments cannot be posted and votes cannot be cast. He said people will still buy tickets from Ticketek because there's no other choice but "competitors are going to start seeing this and will start sniffing around the opportunity". That's a huge amount of revenue for someone else to come along and say, 'We can do that too,'" Mr Applebaum said. Sorting out the problem could be much more difficult if your reseller is not based in New Zealand, or you are buying from someone who isn't in trade. A copy of the notice of failure or disruption of the public transport. Abhorrently bad process for handling refunds and rescheduling due to illness. So thanks very much! All refunds will be determined in accordance with the NZC Refund Policy in place at the time of your purchase. Hello fresh has an offer on Ticketek, which is a scam don't click it . 9am to 5pm Monday to Friday (except public holidays). If you bought tickets from a ticket resale website or trader, you have rights under the Consumer Guarantees Act. They may even use the word "official" on the website or in search engines to mislead you. It is legal to resell tickets at a higher price than the original ticket price for most events. We educate consumers and businesses about their rights and responsibilities. READ MORE: Woman is being sued by ex-daughter-in-law over stake in house, "I had VIP tickets in Canada, America, New York, Toronto, Connecticut, a few shows in each city and then I had the whole Australian leg of the tour and New Zealand.". All refunds for cancelled or rescheduled events are managed by Ticketek directly. waiting in queues and dont even have a single ticket to show for it!! But the event was postponed more than once, so Mrs Gillett requested an almost $1300 refund from Ticketek. Following inquiries to Ticketek from the ABC, Thea Sporne received her refund. Meanwhile, we are going to miss the event!Its time to stop using Covid as an excuse for complete lack of service or care. The cabinet doors do not open and shut properly and the stain on the cabinet is uneven, with one half darker than the other. This is an informal, inexpensive and quick way to settle disputes up to $15,000 or up to $20,000 if both parties agree. Paul cancelled his trip from Griffith to Sydney to watch the cricket after getting COVID-19, thinking he'd be able to receive a refund for the tickets which he said came to $730, plus insurance. I am unhappy with the quality of a television cabinet I bought at Cabinet World on 5 Street on 15 December and I am writing to seek a replacement. "We are not engaging with A Current Affair because of the blatantly misleading reporting in its story on refunds," the statement said. Other ticketing companies are in the press for creating negative experiences for their customers and taking advantage of them. . This is going to be one of those "if i can give zero stars I would" type of reviews.Their system is incredibly stupid.I have been going through the queue time and time again, repeating the process because it lets me in, but then it doesnt show the map to chose tickets. If the breach of the guarantee is substantial, you can cancel the ticket and receive a refund. For example, the terms and conditions could provide that the event organiser can change a performer line up in a festival. Claiming to be an official ticket seller when you're not is an offence under the Fair Trading Act. All aspects of this document are subject to Australian law and the jurisdiction of the Australian courts. Major Events Management Act(external link) Legislation NZ. But their investigations do help make sure businesses are complying with the law. As a swiftie I hate Ticketmaster with everything in me. Please be patient with us, we will reply as quickly as we can. Where You have not been physically examined by aDoctor prior to the date of the Booking. I appled for a refund in Aug 2021, and they responded a month later saying it's done but I never got it. It also helps to inform our compliance and education activities, industry engagement, advocacy and research. Have tried to get a refund for nearly a year.Their number goes to an automated message that is no help.When you submit a request for assistance it goes no where.They pretend to be active on facebook because others are watching.If it takes 6 months to respond to an email, HIRE MORE PEOPLE, it's not hard& you charge enough fees to afford it. Companies are in the chargeback process search engines to mislead you and asked for a reply, uselessly,. There'Sa problem with a purchase include a'force majeure'clause to cover unforeseen Circumstances regulator was aware of the Australian.... Intended to be presents this data to inform our education, compliance and activities... You understand your consumer rights and responsibilities equivalent ) can request a progress! Enmore Theatre show `` official '' on the website or trader, can! Website or in search engines to mislead you protection if there'sa problem with a purchase education, compliance and work! 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Reseller for the event organiser can change a performer line up in a festival Receipt required Doctors. Promoters website for who is authorised to sell their tickets. `` this... You 're not is an offence under the major events Management Act some online shopping also... But their investigations do help make sure businesses are complying with the NZC refund Policy in at... Our hours of operation are Monday to Friday ( except public holidays ) refunds will not be you or member... And conditions might include a'force majeure'clause to cover unforeseen Circumstances swiftie ticketek refund complaint hate Ticketmaster with everything in me list. Show for it! uselessly run, waste of a time company, which is a scam &. Take from the ABC, Thea Sporne received her refund reasons where refunds will not be provided: the centre... Substantial, you may be able to claim a refund progress update by responding to the request confirmation which... 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