Sports Technology

Following the release of a consumer guide to the Ticketing Code of Practice in December, Live Performance Australia (LPA) has explained how the ticketing industry is accepting the Code of Practice.

Writing in the latest Australasian Leisure Management, LPA Policy Advisor Zac Gillam explains "one of the challenges for LPA is to ensure that the Code achieves a high level of industry and consumer recognition. As the peak industry body, we see it as our responsibility to advocate for high standards of consumer protection across the industry, to ensure that the industry as a whole retains a positive reputation with the general public.

"This is a responsibility we take seriously, having first introduced the Code in 2001. In order to fulfil this obligation, it is important to continually develop and maintain the Code, and monitor its effectiveness. In order to achieve the former, we review the Code every three years to ensure it remains current. And to achieve the latter, we conduct an annual Compliance Review.

"The most recent triennial review of the Code was held in 2011, and resulted in the fifth and current edition of the Code – which came into effect on 1st February 2012.

"This was an important edition of the Code, and represents the most user friendly and concise version of the document to date. The distinction between the two 'halves' of the Code was clarified, and new provisions were inserted to deal with re-located events, and the rise of online last minute discount ticket providers. The fifth edition was exhaustively rolled out, through multiple information seminars to LPA Members in most capital cities, along with online materials distributed through our web-site.

"As part of our ongoing maintenance of the Code, LPA also conducts an annual Compliance Review among our Membership, which we report to our Executive Council annually.

"The Compliance Review is conducted as a self-reporting Member Survey, and although it does not achieve a full response rate - it is significant enough to give a strong indication of the Code's effectiveness.

"The 2012 Annual Compliance Report was finalised in October 2012, and reported the following key results:

• There were high levels of compliance by LPA Members regarding their obligations under the Code with respect to cancelled or re-scheduled events (the primary grounds for refunds);

• There were high levels of compliance by LPA Members regarding their obligations under the Code with respect to the correct handling of advance ticket monies, although there could be higher levels of explicit acknowledgement of consumer's interests in ticket funds;

• A large proportion of members had developed procedures and policies for dealing with complaints and resolving disputes with consumers, which represented a significant improvement on the previous Compliance Review. That being said, more could be done by Members to publicise their dispute handling procedures, once developed;

• Standards of dispute resolution were generally very high, resolved in a timely manner and often over and above the requirements of the Code;

• Some members continue to use the phrase 'no refunds or exchanges', which is legally incorrect and may potentially leave those who use it vulnerable to action by the Australian Competition and Consumer Commission (ACCC). The 2011 Compliance Review found that 42% of survey respondents were using the phrase, while the 2012 Compliance Review saw this increase to 55% of respondents;

• As with the previous Compliance Review, it was found that consumer awareness of the Code could be higher, and that Members rates of awareness regarding the statutory obligations owed to consumers, could also be higher."

To view the Consumer Guide to the Live Performance Australia Ticketing Code of Practice click on the link below.

For more information on the LPA Ticketing Code of Practice, contact the LPA Complaints Officer on Email: complaints@liveperformance.com.au, www.liveperformance.com.au/site/_content/document/00000283-source.pdf

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