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

We are continually updating our health and safety measures in line with Victorian Government advice. We will update this page as information changes, so please be sure to check back here before your visit.


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.

Please see our Ticket Exchange page for further information on ticket exchanges.


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.

If you are purchasing a subscription to Act 2, your season tickets will be posted to you once your booking has been finalised with our subscriptions team.

Will the seating in the auditorium be socially distanced?

The maximum audience capacity in the Sumner will be as per Government guidelines for seated indoor entertainment venues, at the time of each performance. 

In line with recently updated Victorian Government guidelines, Southbank Theatre will now be operating at 100% capacity. The quadrants inside the Sumner will remain in place for the season of Berlin, however seating will not be socially distanced. 

For performances in Act 2, there will be no social distancing between subscription groups unless otherwise advised and, unlike Act 1, the Sumner auditorium will no longer be separated into four quadrants.

For shows playing in the Fairfax, you can learn more about Arts Centre Melbourne's COVIDSafe & Wellbeing Plan on their website.


Will the box office be open?

The Southbank Theatre Box Office is open Monday to Friday, 12pm to 6pm and two hours prior to each performance. The box office will remain open until the last performance of each day. 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.

Will the bars at Southbank Theatre be open?

The foyer bars of Southbank Theatre are currently closed and we are continuing to assess when it is appropriate to open them. However Script Bar & Bistro and Blondie Bar remain open, with additional seating in our newly landscaped outdoor forecourt. Be sure to check their websites for the most up-to-date opening hours.

Will I have to wear a face mask?

Face masks are no longer mandatory at Southbank Theatre, but MTC strongly recommends wearing them during your visit. This change means that while some audience members may continue wearing masks, there will also be some who choose not to. Southbank Theatre staff will continue to wear face masks.

Will the cloak room be operating?

To avoid the handling of your personal items, the cloak room is currently closed and we are continuing to assess when it is appropriate to open it. For the time being, 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. Simply look for the QR codes around the theatre foyer to download your copy, or view online

In an effort to reduce our print output, printed programmes will not be available for performances in Act 1. Further details about Act 2 programmes will be available closer to the season commencing.


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

Headsets will be available to loan as usual. They are sanitised after each use and provided to you in a sealed packet. Simply ask one of our staff members at the check-in Welcome Desk as you enter Southbank Theatre.

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 is currently not 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 is currently closed to restrict traffic flow through the foyers.

Audiences will be required to check-in on arrival 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.

Patrons are now welcome to wait inside the foyer before the auditorium doors open 30 minutes prior to the performance time. As per government requirements, MTC staff will monitor capacity limits in the foyer and we ask that you continue to maintain a safe distance from other patrons and staff.


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 Act 1 & 2?

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.

Running times for Act 2 will be available closer to the production seasons.

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. The foyers will also be cleaned at the end of each performance. 

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.