Terms & Conditions
#Queensland Symphony Orchestra Terms and Conditions of Sale
Tickets are valid only when purchased from authorised ticketing agents - Queensland Symphony Orchestra, qtix, ACGA, Ticketek, Ticketmaster, etc. All patrons, irrespective of age, must hold a valid ticket and occupy a seat or dedicated position (unless this has the potential to cause injury to the person).
Tickets are not refundable. Subscription tickets may be exchanged to a different event if completed a minimum of 2 working days prior to the event. Please see below for further information on our exchange policy.
Audience members' cameras and other recording devices are prohibited in the venue's auditorium. Mobile phones and similar equipment must be turned off before entry into the venue's auditorium. Queensland Symphony Orchestra reserves the right to record, broadcast and simulcast any performance.
You may be photographed, filmed or taped whilst attending a Queensland Symphony Orchestra performance, and purchase of your ticket implies your consent for Queensland Symphony Orchestra to do so. In this instance, Queensland Symphony Orchestra may broadcast, publish, license and use any photographs, film, recordings or images of you without compensation. Queensland Symphony Orchestra and any third party who has the right to use the material are not liable to you in any way for its use.
You acknowledge that you are responsible for your own property and safety and for the safety of any person accompanying you at a Queensland Symphony Orchestra performance. To the extent permitted by the law, you release Queensland Symphony Orchestra (including its directors, officers, employees, consultants, contractors, agents and volunteers) from any liability for any damage, loss, liability or injury you may suffer in relation to your attendance at a venue, howsoever caused, including due to any negligence or other act or omission of Queensland Symphony Orchestra. Patrons who disrupt a performance may be asked to leave the venue.
You agree to compensate for any damage, loss, liability or injury Queensland Symphony Orchestra may suffer as a result of your wilful, reckless or negligent acts or omissions at a venue.
Concession, Student and Child Tickets
Proof of ID will be required for each discount claimed but not for children 14 and under. Please carry the relevant ID when attending the concert.
Concession discount available to Centrelink issued card holders. Seniors Card holders are not eligible. Concession card needs to be valid at the time of purchase.
Student discount is available to full time students only. Student cards need to have a clearly indicated expiry date. Student subscriptions require a valid student card for the duration of the subscription. Orders with student tickets will be held at Box Office until a valid Student ID is sighted.
Child tickets available to a person aged 18 and under. For family and kiddies concerts children aged 18 months and under may attend free of charge if sat on a parent’s lap. For standard concerts at QPAC children 2 years and under may attend free of charge if sat on a parent’s lap, however for all other venues children 18 month and under may attend free of charge.
To take advantage of our Kids at the Orchestra $30 under 18 tickets, a parent or guardian must attend with the child. $30 under 18 tickets are not available at Friday 11am performances.
For concerts in the QSO Studio, all persons under 18 must be accompanied by an adult at all times. This includes the foyer area of the ABC building. Proof of age may be required on entry. If a group of under 18s are attending an event, one adult is required per five children. Please note this ratio is different for school bookings.
Companion Card
Queensland Symphony Orchestra participates in the Queensland Government Companion Card scheme. This is a discount scheme for those with a disability and a lifelong need for ‘attendant care support’. If you already hold a companion card indicate this at the time of booking. QSO Box Office need to sight the card. Orders with companion tickets will be held at Box Office until the card is sighted.
#Subscription Tickets
Payment
Payment must accompany your booking and can be made by cheque, credit card or by cash at the QSO Box Office only. Tickets are non-refundable, please refer below for further information on our exchange policy for subscribers.
Processing your package/subscription order
Tickets will be allocated in date order of receipt. Seats are subject to availability. Your credit card will be debited or your cheque banked on receipt of your subscription application. Please let our team know if you have any specific seating requests when booking. The team will seat you as close as possible to these requests and will attempt to call you if there are no seats available in the specified area. If we are unable to speak to you, or no seating requests are received then you will be seated based on previous bookings. If there are no previous bookings, then our team will seat you in the best available seats within the selected pricing reserve. Tickets will be posted within five working days of receipt of your booking. It can take 10 working days for you tickets to reach you via Australia Post. Tickets will be posted to the primary contact listed on the booking form.
Paying by instalment
For bookings made during the subscription priority period, if paying by credit card, payment for your subscription can be split over two instalments. QSO will take half of the cost of your booking, plus deferred payment fee of $15, transaction fee and any donation, upon receipt of your booking. Please note that your second instalment will automatically be deducted on Wednesday 18 January 2023 without further notice from QSO. When paying in instalments your tickets will be posted to you after the final payment is taken.
Extra tickets
Choose to add extra tickets to concerts to bring friends and family or to add to your set series. If you wish to sit together you may have to relinquish your renewable seats for that specific concert. Please complete the ‘Extra Tickets’ column on the booking form. These tickets are at Choose-Your-Own 3+ subscriber rates.
Concession and student tickets
Concession discount available to Centrelink issued card holders. Seniors Card holders are not eligible. Student discount is available to full time students. Student cards need to have a clearly indicated expiry date. Please supply proof of ID for each discount claimed. Please remember to bring your Centrelink card or Student card with you to the concert. Orders with student tickets will be held at Box Office until Student ID is sighted.
Subscriber ticket exchange benefit
If you are unable to attend a performance in your subscription package you may exchange your ticket to another performance. To complete an exchange, tickets must be returned to the Queensland Symphony Orchestra Box Office either in person, by post or via email (with an image ripped in half) no later than two working days before the affected concert. Subscriber ticket exchanges cannot be completed at QPAC or any other venue. Ticket exchanges are subject to availability and if the tickets are not received within this timeframe, the exchange cannot be completed.
Ticket exchange fees
Subscribers will not be charged for their first three concerts exchanged. Subscribers will be charged an exchange fee of $5 from their fourth tickets exchanged for another concert, different seating, or any other exchanges. If the ticket being exchanged is less expensive than the new ticket, you will need to pay the difference in price plus any $5 exchange fees applicable. If the ticket being exchanged is more expensive than the new ticket, you will not be refunded the difference in ticket value, and will be charged any $5 exchange fees applicable.
Donations to Queensland Symphony Orchestra
Payments for donations to Queensland Symphony Orchestra will be processed and charged upon receipt of booking.
Lost tickets
If you lose your ticket(s) please contact the Queensland Symphony Orchestra Box Office on 07 3833 5044 and we will re-print your tickets. Re-printed tickets will not be posted. Re-printed tickets can only be collected from 1½ hours prior to the performance start time onwards from Queensland Symphony Orchestra staff at the venue Box Office.
Pre-book your car park at QPAC
Patrons wishing to book parking at QPAC will need to contact QPAC on 136 246.
Sunshine Coast bus
Val Bradfield organises transport from the Sunshine Coast for Queensland Symphony Orchestra Friday Morning Masterworks concerts. Phone Val direct on 07 5491 4668 for details. Please note, this is a privately run service.
COVID-19 Exchanges
In the unfortunate event that a subscriber tests positive for COVID19 and is required to isolate, please email info@qso.com.au as soon as possible and before the start time of the concert. Please state which QSO concert you’d like to exchange into, along with an image of your current tickets clearly ripped in half as proof that they cannot be used for the COVID19 impacted concert. Our team will process the exchange the next working day. Any requests received after the concert will not be processed.
#Piano + Ticketing Terms & Conditions of sale
1. Application of These Terms and Conditions
The sale of tickets for an Event and attendance at an Event are subject to these Terms and Conditions of Sale and any additional terms and conditions notified at the time of ticket sale. Such terms apply to both the original purchaser / ticket holder and any subsequent ticket holder, and you agree to those terms by acquiring an Event ticket and/or seeking to attend an Event. By purchasing a ticket on behalf of someone else, you undertake to inform them of those terms.
‘We', 'our' and 'us' means Piano+.
'You' means the person seeking to purchase or acquire a ticket to an Event, the person holding a ticket to an Event and the person seeking to attend an Event.
'Event' means a concert, recital, competition, masterclass, or other participatory opportunity or performance arranged or presented by us or for which we sell tickets.
'LPA Code' means the Live Performance Australia Ticketing Code of Practice (Consumer Code and Industry Code) in effect at the time of ticket sale.
'Authorised ticket seller' means us or a person authorised by us to supply tickets to an Event.
These Terms and Conditions of Sale also apply to tickets issued by other authorised ticket sellers (if any). If an Event is presented by another company or held at another person's venue, tickets and attendance may also be subject to the other presenter / venue's terms and conditions.
We are a member of Live Performance Australia. We issue tickets to Events and liaise with consumers in accordance with the LPA Code. [this is correct]
2. Covid-19 Safety Plans Safe Practices
Attending our Events while under quarantine or isolation orders is prohibited, and if you appear to have COVID-19 symptoms we may need to deny you entry or ask you to leave. Attending our Events when unwell places others as well as yourself at risk. For the safety and wellbeing of everyone, you must not come to our venues for an Event if you:
• feel unwell or if you are displaying any of the COVID-19 symptoms as identified by NSW Health from time to time (such as fever, cough, sore/scratchy throat, shortness of breath, loss of smell or loss of taste)
• are awaiting the results of a COVID-19 test
• are required to self-isolate for any reason
• are required to quarantine
Please also consider your own safety and wellbeing, and guidance from NSW Health - is attending the right thing for you? By attending our Events at this time, you voluntarily assume the risks posed by COVID-19.
If the Department of Health or other Government Department makes a formal request, we may be required to disclose your personal information (such as full name, contact email &/or contact phone number) for contact tracing purposes. By purchasing your ticket, you are providing us with your permission to do so.
If you are attending the Event as part of a group, as the primary ticket purchaser, you are responsible for knowing the contact details of all attendees in your group. In the event you are contacted directly by the Government, including the Department of Health for the purposes of contact tracing, you must: (a) make the contact details of your group available to the Government (if you have the consent of each group member to do so); or (b) contact each member of your group, and request that they provide their contact details to the Government directly.
3. Ticket Prices, Delivery and Limits
Prices listed on this site are displayed in Australian dollars and include GST where applicable.
A transaction fee may apply to your ticket purchase. You will be notified of all applicable fees prior to purchase.
We may require you to collect tickets at the Box Office of the venue in which the Event is being presented.
We may impose a maximum ticket limit. Unless otherwise specified, the maximum number specified applies to the season overall of an Event, not to each performance of an Event. We may refuse to accept orders which exceed the maximum ticket limit. Tickets purchased in excess of a ticket limit may be cancelled without notice.
4. Admission to Events
You must hold a valid ticket to attend an Event. We may refuse admission or remove any ticket holder from the venue in accordance with the LPA Code, including (but not limited to) where:
(a) you cannot produce a valid ticket for the Event;
(b) you produce a ticket that has been handled or dealt with in a way that is contrary to these Terms and Conditions of Sale or any additional terms and conditions notified at the time of ticket sale;
(c) you cannot produce proof of your concession entitlement where a concession ticket has been purchased;
(d) you have in your possession and/or refuse to surrender to the venue manager’s staff any prohibited object or article;
(e) you refuse to be subject to a visual search of your possessions;
(f) you behave in a manner which causes or may cause property damage or that threatens or may threaten the safety of performers, other consumers or any other persons, including as a result of intoxication;
(g) you behave in a manner that unreasonably interferes with other consumers’ enjoyment of the Event;
(h) you otherwise breach these Terms and Conditions of Sale or any additional terms and conditions notified at the time of ticket sale, or fail to follow the reasonable directions of the venue manager’s staff;
(i) you refuse to remain in the area or seat designated on your Ticket;
(k) you or any attendees in your group cannot produce proof of age, and
(l) you or any attendee in your group refuses to comply with venue safety requirements.
Latecomers will not be given access to the Event venue unless there is a suitable/convenient break in the program. Seating may be relocated as a result of late entry.
5. Venue Requirements
The use of phones, photographic or recording equipment is prohibited. Your device must be turned off or to flight mode upon entry to avoid disruption to the Event.
You must allow adequate time for collection of tickets on arrival at the venue and provide adequate proof of ticket purchase, if requested. We do not accept responsibility for any delays that may be encountered at the Box Office prior to an Event.
To help ensure the safety and security of Events, your person, bags and personal belongings may be subject to a visual search.
If at the time of the Event, either you or any other attendees of your group are feeling unwell with COVID-19 symptoms or are subject to a self-quarantine or self-isolation period, you agree not to attend the Event.
Umbrellas, prams, backpacks, larger bags and other items that may be hazardous or restrict the movement of visitors may not be permitted into the venue or may be required to be cloaked, depending on the nature of the Event.
You are responsible for your personal possessions such as bags, mobile phones and other items you carry with you. It is your responsibility to collect any cloaked items after the performance.
Normally, food and drink are not allowed inside a performance space, unless otherwise specified. Other items that are prohibited inside a theatre or other performance space include alcohol purchased from outside, glass bottles, offensive signs or clothing, laser pointers and any other items that could present a safety hazard to others or interfere with the performance. You will be notified if other items are prohibited for particular Events.
You should make your own further inquiries before deciding whether an Event is suitable.
6. Changes
Event details may change sometimes with little or no notice. For example, artists or other participants may be added, withdrawn or substituted.
We may vary seating arrangements. Despite any seat number on your ticket, we do not guarantee you any particular seat. If we need to allocate a different seat to you for operational reasons, including a change of venue, we will use reasonable endeavours to ensure it is in a location of comparable value to the seat number on your ticket.
At times, during the course of selling tickets to an Event, we may alter the price of tickets on sale in response to varying levels of consumer demand. Such alterations do not affect the Terms and Conditions applying to tickets purchased before the price change and do not entitle you to claim a refund on your ticket price or the difference between your ticket price and the newly adjusted ticket price.
At times, during the course of selling tickets to an Event, we may release additional seats (for example, when final staging requirements are known or in response to demand) or additional dates for presentation of the Event. Such alterations do not affect the Terms and Conditions applying to tickets purchased before the release of additional seats or dates and do not entitle you to claim a refund for tickets purchased prior to the release of additional seats or dates.
7. Resale Restrictions
We are the only authorised ticket seller for Events, unless otherwise specified on our website for specific Events. If you purchase tickets from an unauthorised seller you risk that these tickets are fake, invalid or have previously been cancelled and that you may be refused admission to the relevant Event. We strongly recommend you only purchase tickets from an authorised ticket seller. You can contact our Office to confirm if a ticket seller is authorised.
Tickets must not be resold for a profit by the original purchaser / ticket holder (including via online resale or auction sites). If a ticket is offered, advertised or resold for more than 110% of the original supply cost by any person, we may cancel the ticket without a refund and the bearer of the ticket may be refused admission. The original supply cost is the amount for which the ticket was sold to the first purchaser by an authorised ticket seller (excluding transaction costs), as printed on each ticket.
We may request evidence of the resale price paid in order to enforce this resale restriction. We will consider any authentic evidence which can reasonably prove that the resale price paid was no more than 110% of the original supply cost. This evidence may include:
(a) bank statement;
(b) a resale account receipt or tax invoice;
(c) other official documentation which evidences the original supply cost and resale price paid; and
(d) correspondence between reseller and buyer accompanying any of the above.
If such evidence is not provided to us on request in a reasonable time, we may cancel the relevant ticket/s without a refund and without notice, and the bearer of the ticket may be refused admission.
Tickets must also not be offered or advertised for resale for a profit by the original purchaser / ticket holder (including via online resale or auction sites).
Any advertisements for the resale of an Event ticket must specify:
(a) the original supply cost of the ticket; and
(b) details of the location from which the ticket holder is authorised to view the Event (including any bay number, row number and seat number for the ticket).
If an Event ticket is advertised for resale in breach of these conditions, or for more than 110% of the original supply cost, we may cancel the ticket without a refund and without notice and the bearer of the ticket may be refused admission.
8. Refunds and Exchanges
Tickets cannot be refunded or exchanged after purchase except as outlined in these Terms and Conditions of Sale, the LPA Code or otherwise as required by the Australian Consumer Law and applicable state consumer laws.
The original purchaser of a ticket is entitled to a refund (less transaction/ handling/booking fees or delivery charges) if the relevant Event is cancelled or rescheduled before the Event, or is significantly relocated, or if we are unable to provide you with the Event in question.
Any refund payable for a ticket will be made to the original purchaser of that ticket. Refunds will not be issued for tickets purchased from a reseller or an unauthorised seller. If you are not the original purchaser because you bought your ticket from a reseller, there is no guarantee that any refund provided to the original purchaser will be passed on to you.
We may cancel a ticket to an Event if we reasonably consider that the ticket was purchased fraudulently. Refunds will not be issued for tickets which have been cancelled due to fraud or a breach of these Terms and Conditions of Sale.
Unless required by law (including the Australian Consumer Law), we will not be liable for auxiliary expenses incurred by you in connection with your attendance or non-attendance at an Event, including if the Event is cancelled, rescheduled or relocated. Auxiliary expenses include, but are not limited to, the cost of travel, car-parking, child-care and accommodation. You should carefully consider the refund and cancellation policies of travel, accommodation and other goods or service providers when making arrangements associated with attendance at an Event.
9. Lost Tickets
It is your responsibility to keep your tickets safe. We may refund or replace lost, stolen or missing tickets at our sole discretion and fees may apply.
10. Liability
Our liability to you in relation to tickets is limited to the obligations specified in these Terms and Conditions of Sale and our obligations under applicable laws (including the Australian Consumer Law) and the LPA Code.
The Australian Consumer Law provides certain statutory guarantees for consumers which cannot be excluded, for example that services will be provided with due care and skill. Nothing in these Terms and Conditions of Sale seeks to modify or exclude those guarantees.
Ticket holders enter Event venues at their own risk. To the maximum extent permitted by law (including the Australian Consumer Law), we will not be liable for any loss, damage, expense or injury to the extent arising from your wilful, reckless or negligent acts or omissions, any pre-existing medical condition, your breach of these Terms and Conditions, the cancellation of your tickets due to your breach of these Terms and Conditions, or your reliance on reviews and opinions about Events and performers.
You agree to compensate us for any damage, loss, liability or injury we may suffer as a result of your wilful, reckless or negligent acts or omissions at an Event venue.
11. PHOTOGRAPHS, RECORDINGS AND PRIVACY
Closed circuit television (CCTV) cameras operate at some venues.
We reserve the right to record, photograph, broadcast and/or telecast any Event and you consent to us doing so. You consent to the editing, reproducing and communicating by us, or permitted by us, of any image or recording taken of you, and anyone for whom you are responsible, while on the premises, in whole or part to the public in any place and in all media. We are not obliged to provide or reproduce to you any such image or recording.
Refer to our Privacy Policy for information about how we handle your personal information.
12. No Waiver
Without limitation, we reserve the right to enforce these Terms and Conditions of Sale if:
(a) you have purchased a ticket to an Event in contravention of these Terms and Conditions of Sale; or
(b) we have not enforced our rights under these Terms and Conditions of Sale on a prior occasion.
13. Amendments
We may amend these Terms and Conditions of Sale by updating them on our website. Any variations become effective upon their first publication on our website and apply to ticket purchases made after that time.
We may also amend these Terms and Conditions of Sale as they apply to tickets which have already been sold, if those amendments are made to ensure that these Terms and Conditions of Sale reflect changes or developments in applicable laws or regulations, and any changes to the LPA Code. We will provide you with reasonable notice of such amendments.
You should review these Terms and Conditions of Sale before seeking to purchase tickets for Events and before attending Events.
14. Feedback
We value your feedback, both positive and negative. You can provide your comments by email or post to:
Piano+
PO Box R104
Royal Exchange
NSW 1225
Info@pianoplus.com.au
#Ticket Delivery Methods
Subscription ticket delivery/collection
Tickets purchased as part of a subscription package will be posted (no postage fee applies) unless requested otherwise. If you do request to collect your tickets, they will be available from the Queensland Symphony Orchestra Box Office, 114 Grey Street, South Brisbane, QLD 4101 (Mon - Fri, 9am - 4.30pm) up to the day before the first performance in your subscription. On the day of a performance tickets can be collected from Queensland Symphony Orchestra staff at the venue Box Office from 1½ hours prior to the start of the performance onwards.
Performance tickets purchased via Queensland Symphony Orchestra Box Office
Queensland Symphony Orchestra sells tickets for all performances held at Queensland Symphony Orchestra Studio South Bank, Brisbane City Hall, and The Courier-Mail South Bank Piazza. For tickets purchased via the Orchestra, which are not purchased as part of a subscription package, you may choose to have your tickets posted to you or to collect tickets at the Box Office.
Queensland Symphony Orchestra Venues - Postage: The cost of postage is included in the transaction charge. Tickets will be delivered within seven working days of purchase. Due to insufficient time to guarantee delivery, tickets purchased less than 10 working days before a performance will be available for collection at the Box Office of the venue where the performance is to take place from one and a half hours before the performance only.
Queensland Symphony Orchestra Venues - Collect from Box Office: Customers may choose to collect their tickets. Customers may collect tickets from Queensland Symphony Orchestra reception, located ground floor of the ABC Building, corner of Grey and Russell Street, South Bank, 9am to 4.30pm, Monday to Friday. If you wish to collect tickets on the same day as a performance then the tickets will be available for collection at the Box Office at the venue the performance is held at from 1 and a half hours prior to the start of the performance only (as tickets may be in transit from Queensland Symphony Orchestra to the venue at any earlier time during that day).
QPAC Concert Hall - Performance tickets purchased via Qtix and QPAC Box Office
Tickets are valid only when purchased from authorised ticketing agents - Queensland Symphony Orchestra, qtix, ACGA, Ticketek, and Ticketmaster. All patrons, irrespective of age, must hold a valid ticket and occupy a seat or dedicated position (unless this has the potential to cause injury to the person). This condition also covers free ticketed events at QSO Studio and other QSO venues.
If you are in breach of any of the above conditions, Queensland Symphony Orchestra withholds the right to cancel your ticket order without refund.
#Terms and Conditions for competitions with Queensland Symphony Orchestra
This sets out the terms of participation for all Queensland Symphony Orchestra competitions (each a "Competition").
1. The promoter of the Competition is the Queensland Symphony Orchestra (the "Promoter") (ABN 97 094 916 444) of 114 Grey Street, South Brisbane, Queensland 4101.
2. The Competition is open to all residents of Queensland. An entrant must be an individual and not a company or organisation. Entrants under the age of 18 years must have the consent of their parent or guardian to enter. Employees of the Promoter and their immediate families and any organisation or individual associated with the provision of the prize(s) are not eligible to enter.
3. Each entry must be entered in accordance with these Terms and Conditions. By entering the Competition, each entrant agrees to be bound by these Terms and Conditions. The Promoter may in its discretion refuse to award any prize to any entrant who fails to comply with these Terms and Conditions.
4. Entry into the Competition is free unless otherwise stipulated.
5. Any entry received after the specified competition period will be deemed invalid. No responsibility is accepted for late, lost, delayed or misdirected entries.
6. You may not enter the Competition more than once.
7. No component of the prize can be transferred or redeemed for cash. In the event that any of the prizes become unavailable due to circumstances beyond the Promoter's control, the Promoter reserves the right to provide a similar product to the same or greater value as the original prize, subject to any applicable laws or written directions made under applicable legislation.
8. Decisions of the Promoter are final and will be binding on each person who enters the Competition and no correspondence will be entered into.
9. Prizes will either be delivered by post to the winner or the winner will be notified that they are required to collect the prize from the Promoter's premises. The Promoter takes no responsibility for any prize that is lost in transit and will be under no obligation to replace the lost prize.
10. If there is any event that prevents or hinders the Promoter's conduct of the Competition or the Promoter's ability to deliver the prize to the prize winners, the Promoter may, in its discretion, cancel the Competition and recommence it at another time under the same conditions or select another winner.
11. The Promoter is not responsible for any incorrect or inaccurate information, or for any technical error that may occur in the course of the administration of this Competition. The Promoter assumes no responsibility for any error, omission, interruption, deletion, defect, delay in operation or transmission, communications line failure, theft or destruction or unauthorised access to or alteration of entries.
12. To the full extent permitted by the law, the Promoter will not be liable for any death, injury, damages, expenses, or loss whatsoever (whether direct or inconsequential) to persons or property as a result of any person entering into the Competition or accepting or using any prize, including without limitation non-receipt of any prize and damage to any prize in transit.
#Patron Feedback and Complaints Handling Policy
About this policy
Queensland Symphony Orchestra encourages feedback as part of improving our patron experience. This is a guide for consumers and patrons who have feedback or wish to make a complaint about their experience with Queensland Symphony Orchestra brand, events, facilities and/or services. For claims about injury and/or loss, separate guidelines apply.
Ticket Refunds and Exchanges
The Live Performance Australia (LPA) Ticketing Code of Practice: Consumer Code explains when consumers may be entitled to a refund or exchange on ticket purchases.
Queensland Symphony Orchestra encourages consumers to try to resolve problems as soon as possible after they arise so that Queensland Symphony Orchestra has the best opportunity to find a solution.
Prior to the performance: If a problem arises before a performance, you should report the problem to Queensland Symphony Orchestra, the event presenter, or the ticket seller (where applicable).
At the time of the performance: If the complaint occurs at the time of the performance, you should inform staff at the Venue as soon as possible, or within the first 30 minutes of the performance or at interval. This will give staff at the Venue the opportunity to resolve the problem in time for you to properly enjoy the rest of the performance.
Subsequent to the performance: If a problem arises after a performance, you should contact Queensland Symphony Orchestra. Queensland Symphony Orchestra may then advise you who to contact to report the problem.
How do I provide feedback or make a complaint?
You can provide feedback or make a complaint:
(a) in person by approaching any of our team members or venue staff. If feedback cannot be actioned by our team at the time, we will request your contact details to follow up with a phone call;
(b) via email: info@qso.com.au
(c) via our website: qso.com.au
How does Queensland Symphony Orchestra handle feedback and complaints?
Upon receiving feedback or a complaint, Queensland Symphony Orchestra will contact you to discuss the issue, request further information if necessary and advise how the issue is likely to be resolved.
Queensland Symphony Orchestra will not respond to feedback / complaints that:
(a) violate State or Federal laws, or suggest that others do so;
(b) contain profane, violent, abusive, sexually explicit language or hate speech; or
(c) are bullying, harassing, vexatious or disruptive in nature.
Will my complaint be kept confidential?
Queensland Symphony Orchestra keeps consumer feedback and complaints confidential and only discloses personal information if it is necessary to make enquiries with external presenters, hirers and ticket sellers to resolve the complaint; or where LPA is involved in investigating a complaint. For more information read our Privacy Policy.
How long will it take for my complaint to be resolved?
The time it takes to resolve a matter depends on the issues raised and any enquiries that need to be made.
As a guide, Queensland Symphony Orchestra aims to:
(a) respond to all written feedback and complaints within 2 business days of receipt (if an email address or phone number is provided).
Queensland Symphony Orchestra will consider a matter closed if:
(a) you indicate that you are satisfied with the response; or
(b) Queensland Symphony Orchestra does not hear from you within 10 business days after sending you its response.
What if I’m not happy with the response?
If you are dissatisfied with Queensland Symphony Orchestra’s response you are encouraged to contact Queensland Symphony Orchestra to request an internal review. You should outline in writing:
(a) why you are dissatisfied with the response; and
(b) the outcome you are seeking.
Queensland Symphony Orchestra will provide a further response within 10 business days of receiving this information. If you are dissatisfied with Queensland Symphony Orchestra’s internal review response, and the matter is covered by the LPA Ticketing Code of Practice, you can contact the LPA Complaints Officer.
The contact details are:
The Complaints Officer
Live Performance Australia
Level 1, 15 - 17 Queen St
Melbourne VIC 3000
Phone: 03 8614 2000 – ask for the Complaints Officer
Email: complaints@liveperformance.com.au