From ticket exchange flexibility to what to expect on arrival, read some of our FAQs below, or for any other enquires please contact us at


What if I become unwell? Can I exchange my ticket to another date?

If you have experienced any coronavirus symptoms in the past 14 days or are awaiting the results of a COVID-19 test, please stay home and contact us in advance of your scheduled performance so we can help you change your ticket to a future date.

Our dedicated box office staff will be available to assist you up to 1 hour prior to every performance on 03 8688 0800.


What’s the best way for me to collect my tickets?

The safest and most efficient way for you to receive your tickets is by choosing the eTicket delivery method when purchasing online. eTickets are sent via email and can be displayed and scanned directly from a smart phone, so there’s no need to print your tickets.

This will ensure you don’t have to queue at the box office prior to the performance and minimises the handling of tickets.

Will the seating in the auditorium be socially distanced?

Seating will be distanced in line with Victoria’s current health and safety guidelines for seated indoor entertainment venues at the time of performance. This page will be updated with our distancing measures as new information comes to light.

Capacity for each performance will be limited, so we encourage you to book early to avoid disappointment.

Will the box office be open?

The box office will be open two hours prior to a performance. You can still buy tickets at the box office, however we recommend booking online in advance and choosing the eTicket delivery method.

If you have an enquiry for our ticketing team, please email or call 03 8688 0800. Ticketing staff will be available to take your call Monday to Thursday, 10am - 4.30pm.

Will the bars at Southbank Theatre be open?

The foyer bars will be closed. Script Bar & Bistro will be open before and after evening performances, with additional seating in our newly landscaped outdoor forecourt, while Blondie Bar will be open before and after matinee performances.

Will I have to wear a face mask?

Yes. For the health and safety of all patrons, please wear a face mask during your visit to Southbank Theatre and inside the auditorium during the performance. If you have a medical exemption, or are aged under 12 years old, simply let one of our staff members know on arrival.

Will the cloak room be operating?

To avoid the handling of your personal items, the cloak room will be closed. Please avoid bringing large bags or other bulky items to the theatre.

Will the bathrooms be open?

The bathrooms will be available for use by patrons attending a performance. We ask that you maintain a safe distance when queuing in line.

Will programmes be available?

Digital programmes are available to download for free.

Printed programmes will not be available for performances in MTC 2021 – Act 1 to minimise the handling of physical items at the theatre.

What if I need to use a headset for hearing assistance? How are they being cleaned?

Headsets will be available to loan from the box office as usual. Headsets will be sanitised after each use and provided to you in a sealed packet.

Will the water fountains be available to use?

The water tap will be available to fill disposable cups and water bottles, however the water bubbler will not be operating.


What happens when I arrive?

Our front of house attendants will be waiting to greet you at the Southbank Blvd main entrance. The Dodd St side entrance will be closed to restrict traffic flow through the foyers.

The box office will be open two hours prior to the performance, however waiting or gathering in the foyers is currently not permitted due to social distancing guidelines.

We ask that you wait in our newly landscaped outdoor forecourt until doors to the Sumner open approximately 30 minutes prior to the performance when you can take your seat inside the auditorium.

Are you keeping a record of who visits the venue?

Upon arrival, you will be required to register your attendance for contact tracing using the QR code supplied by the Department of Health and Human Services. Please have your mobile phone ready for our staff to assist you, and we recommend downloading the Services Victoria app before you arrive.

If you do not have a smartphone, you can take a printed form to fill out and drop in one of our collection boxes before entering the auditorium.

All data collected through the Victorian Government QR code is securely stored, protecting customers from any on-selling of contact details. Data will be deleted after 28 days unless it is specifically requested by the Department of Health and Human Services for contact tracing purposes.

Please refer to our privacy policy for more information.

What is the duration of the performances in MTC 2021 – Act 1?

While each performance duration is slightly different, all productions in Act 1 will be under 100 minutes in length with no intervals. See each event page for approximate running time.

What have you done to reduce touchpoints in the venue?

The cloak room and foyer bars will not be operating to reduce contact touchpoints at the venue.

We also recommend that you take advantage of our digital offerings where possible, such as eTickets and downloadable programmes to minimise the handling of physical items.

If making purchases at the box office, card payments are preferred.

Will staff be available to help me into my seat?

Due to health and safety guidelines, our staff are unable to physically assist you into your seat at the venue. Please speak with a member of our ticketing office at the time of booking to assist you to choose an accessible seating option, that will suit your needs.

What are your new cleaning procedures at the venue?

Cleaners will be onsite before and during your arrival at the theatre, where they will continue to disinfect high touch surfaces like door handles, handrails, lift buttons, etc. up until the performance begins. 

Seats inside the auditorium will be individually cleaned each day.

In addition to this high frequency cleaning, we ask that you please sanitise your hands on arrival and during your visit when necessary. Hand sanitiser will be available around the venue.

I’m worried about airflow in the building. How does your air conditioning system work?

On expert advice we have recently upgraded all of the filters in our air conditioning system, which has increased its capacity to capture more airborne droplets.

Our system has been reprogrammed to increase fresh air drawn in from outside and reduce recirculated air flow inside the building.