Contact Consumer Protection
Tel: 1300 30 40 54
See all Consumer Protection office locations
With Acting Consumer Protection Commissioner David Hillyard
Summer’s here and that means music festival season. But what happens if a big outdoor event or live concert is cancelled or dramatically changed at the last moment?
The Australian Consumer Law (ACL) gives consumers rights if an Australian business fails to deliver what they said they would … that can include calling off a festival or altering the line-up, venue or amenities in a major way.
Know your consumer rights and follow our top tips to avoid your musical festival dreams turning into a nightmare.
When you buy a ticket, you are entering into a contract with terms and conditions that dictate what your purchase entitles you to, including refunds and redress if something goes wrong.
However, a company cannot waive their responsibilities under the ACL. If you buy a ticket to a festival and the event is either cancelled, or has a major change (such as a headlining act will not perform, or the date or location changes) you may be entitled to a refund. Sometimes the terms and conditions might say you are not entitled to a refund when in actual fact you are and the term itself may prove to be unfair or misleading.
Just like any other purchase, hold on to your receipts and purchase details. If something goes wrong, speak to the ticketing agent first. If you can’t resolve the matter come to Consumer Protection.
When buying your tickets online it’s safest to go through a reputable authorised seller with a secure connection.
Pay with a credit card or use a third party payment service, such as PayPal, where possible. The card provider or payment service usually offer you protection and the option of a transaction reversal if anything goes wrong with the purchase or there is an unauthorised deduction.
Be aware that debit cards do not have the same level of protection.
If you suffer a financial loss, such as cancelling flights or accommodation because the event is cancelled then you will need to consider whether you have a claim for consequential loss Contact your festival ticketing agent first. If you are having trouble with refunds and you paid with credit card or third party payment service (also known as an escrow agent) then seek a chargeback immediately.
You may still have rights under the Australian Consumer Law (ACL) even if you are unable to resolve a dispute with the ticket seller. For more information see the Consumer Protection website www.commerce.wa.gov.au/cp.