Member organisations of LPA are bound by the LPA Ticketing Code of Practice (the Code). The LPA Complaints Handling & Dispute Resolution Policy explains to consumers our procedures for handling complaints and resolving disputes.
What Complaints and Disputes are Covered by this Policy?
The formal procedures set out in this Policy apply to complaints about matters covered by the Code from consumers. For example, you can make a complaint under this Policy if you think one of our members has not complied with one of their obligations under the Code.
How Can Consumers Make a Complaint?
Before making a complaint to either an LPA Member or to LPA directly, we recommend reading p.11 - 14 of the Consumer Code. This explains the circumstances under consumers may be entitled to a refund or exchange for a ticket purchase.
We encourage consumers to try to resolve any complaint at the earliest possible opportunity. In order to give the organisers of the event the best opportunity to fix the problem, we recommend that as soon as you are aware of a problem that you do any one of the following:
In the event that your complaint is unable to be resolved, you or the Presenter may refer the complaint to the LPA Complaints Officer, who will then deal with the complaint in accordance with the LPA Ticketing Code of Practice.
We aim to make it as easy as possible for you to bring complaints to our attention. For this reason, we offer a range of methods by which you can make a complaint to us:
By telephone (during business hours)
03 8614 2000 – ask for the Complaints Officer
03 9614 1166 – mark the fax to the attention of the Complaints Officer
The Complaints Officer
Level 1, 15 - 17 Queen St
Melbourne VIC 3000
To ensure that we can examine and respond to your complaint quickly, please make sure that you provide:
If you need assistance in describing or making a complaint, or if you just want to discuss your concerns informally before deciding whether to make a complaint, please feel free to contact us.
A full copy of the LPA Complaints Handling and Dispute Resolution Policy is available in pdf. format below.
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