1. Introduction

The Inner West Symphony Orchestra (IWSO) is committed to ensuring fair and transparent ticket sales in accordance with industry standards and consumer laws. This policy outlines the procedures for ticket purchases, refunds, and resales, ensuring compliance with the Live Performance Australia (LPA) Ticketing Code of Practice.

2. Ticket Availability

• Fair Access to Tickets: IWSO will ensure that all tickets are available for purchase through authorised sales channels, including the official IWSO website and approved partners.
• Pre-sale Information: Any pre-sale opportunities (e.g., for members or partners) will be clearly communicated with details on how to access these tickets. Pre-sale tickets will be offered in designated seating areas.
• Booking Facilities: IWSO will ensure that adequate online and offline booking facilities are provided for ticket sales. Customers will be notified of any purchase limits and anti-ticket scalping strategies.

3. Pricing and Fees

• Transparent Pricing: All ticket prices will include mandatory charges such as booking fees, credit card fees, and taxes. Any optional fees (e.g., delivery charges) will be clearly displayed upfront.
• No Drip Pricing: IWSO prohibits any practice of incremental disclosure of fees during the purchasing process. The final ticket price will be clearly communicated at the start of the transaction.
• Concession Pricing: Where applicable, IWSO will offer concession prices, which will be clearly displayed during the ticket purchase process.

4. Refunds, Exchanges, and Cancellations

• Cancelled Events: If an event is cancelled, customers will be entitled to a full refund or the option to exchange their tickets for another performance. Customers may also be offered the opportunity to donate the value of their tickets.
• Rescheduled Events: If an event is rescheduled, customers will have the option to attend the rescheduled event or request a refund within a reasonable timeframe.
• Refund Timeframes: Refund requests for cancelled or rescheduled events must be submitted within four weeks of the announcement. Refunds will be processed within 10 business days after receipt of the request.

5. Secondary Ticket Sales

• Prohibition of Unauthorised Resale: Tickets purchased through IWSO cannot be resold at a premium price. Reselling tickets in a manner that breaches Australian Consumer Law or IWSO’s terms is strictly prohibited.
• Authorised Sellers: Tickets for IWSO performances may only be sold by authorised platforms. Any ticket found to be sold through unauthorised channels may be voided, and entry to the event may be denied.

6. Complaints and Dispute Resolution

• Complaints Process: IWSO is committed to addressing customer concerns promptly. Customers may submit complaints via the designated customer service email or phone number listed on our website. All complaints will be handled in accordance with the LPA Complaints Handling and Dispute Resolution Policy.
• Escalation Procedures: If a complaint cannot be resolved through IWSO’s internal process, customers may escalate the issue to Live Performance Australia for further mediation.

7. Privacy and Data Protection

IWSO adheres to the Privacy Act 1988 (Cth) in the handling of customer data. Personal information collected during the ticket purchase process will only be used for the purposes of managing the event and providing customer service. Customers’ data will not be shared with third parties without their consent.