Big-name concerts, festivals and community events are some of the best ways to get out and enjoy yourself but when ticket troubles strike, the fun can disappear fast.
Every year, excited fans end up disappointed, out of pocket, or left at the gate because of issues with the event or their tickets. So, before you hit “buy now”, it’s worth knowing your rights and how to protect your hard-earned cash when purchasing tickets.
You’ll be happy to know that the Australian Consumer Law (ACL) has your back. Organisers must run events as advertised and deliver them with due care and skill. This means if the gig is cancelled or changed you could be entitled to a remedy such as a refund or a partial refund.
Remember the ‘Willy Wonka Chocolate Experience’ in Glasgow that went viral in 2024 for all the wrong reasons? This shambolic event was significantly different from what was advertised and in a similar situation, under the ACL you would have the right to a refund on the grounds you were misled. This also applies if the line up, venue, date or any other important feature changes. In these cases, you can argue you would not have bought a ticket in the first place had you known these changes would occur.
If you lost extra money due to the cancellation or changes, such as from flights or accommodation, you could also be entitled to further compensation.
However, if the event can’t go ahead because of something outside the organiser’s control, like severe weather, your rights will depend on the ticket’s terms and conditions.
What happens if a support act cancels, or maybe it was small change to the location or time? In these types of cases there may be grounds to receive a partial refund.
With any of these issues, in the first instance you should contact the authorised seller to attempt to negotiate a solution. If you have issues obtaining a refund or the ticket is refused at the gate, the event is cancelled or your ticket doesn’t arrive, then we recommend seeking a chargeback from your bank. This highlights the importance of paying for tickets through secure payment methods such as credit card or PayPal.
And just like any other purchase, hold on to your receipts and purchase details.
Your consumer rights don’t just apply to music festivals and live concerts. You have the same rights if the event is a food or arts festival, expo, sporting event, convention or other large, ticketed event.
If you can no longer go to an event and want to sell your ticket, use secure authorised reselling platforms if they are available and remember that under WA’s ticket scalping laws you cannot sell a ticket for more than 10 per cent above the original price.
Be cautious when buying from private resellers too. People who buy through unauthorised resellers can end up with fake tickets, seats that don’t exist, or tickets that won’t scan at the gate. Refunds can also be difficult to secure if the event is cancelled or rescheduled.
If you decide to go ahead and buy from a private seller on social media or other online marketplace, try and use PayPal instead of a direct bank transfer, as this gives you the best chance of getting your money back if something goes wrong. Just remember not to use the “friends and family” option, since it doesn’t offer any buyer protection.
Of course, scammers try and get in on the act by selling convincing-looking fake tickets online. Double-check your ticket against the venue’s seating plan on the authorised seller’s website and if someone is selling tickets at a price that seems too good to be true, it probably is, so think twice before handing over your cash.
To avoid the ticketing blues, do your homework, buy smart, and make sure the only surprises you get are the ones on stage.
If issues can’t be resolved, lodge a complaint on the Consumer Protection website consumerprotection.wa.gov.au or call 1300 30 40 54. For more information on your rights when it comes events, check out our fact sheet on the website: https://www.consumerprotection.wa.gov.au/events-tickets-and-ticket-scalping
