From ticket exchange flexibility to what to expect on arrival, read our FAQs below to find out more. For any other enquires please contact us at email@example.com.
MTC’s policies and procedures are regularly reviewed against the latest Victorian Government advice. We will update this page as information changes, so please be sure to check back here before your visit.
TICKET EXCHANGE FLEXIBILITY
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, are awaiting the results of a COVID-19 test or are required to isolate after attending a public exposure site, 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 if my performance is cancelled or rescheduled?
There are a number of options available if you have tickets to a performance that is cancelled or rescheduled due to a lockdown or capacity restrictions. Read more about how to exchange to another date or performance and other ticketing options here.
PREPARING FOR YOUR VISIT
Is proof of vaccination required for audience members?
In accordance with government regulations, proof of full COVID-19 vaccination or valid medical exemption will be required for anyone over the age of 16 to enter Southbank Theatre. All staff at MTC venues will likewise be fully vaccinated.
You will be required to check-in on arrival and show proof of your vaccination status or medical exemption before you enter the building.
There are four types of evidence that will be accepted:
- Vaccination certificate integrated into the Services Victoria check-in app
- Vaccination certificate in your smartphone wallet
- Digital or printed vaccination certificate issued by the Australian Government along with photo ID
- Digital or printed medical certificate or letter of exemption from an authorised medical professional along with photo ID
If you cannot provide the required proof on arrival you will be unable to enter Southbank Theatre or attend an MTC performance.
What’s the best way for me to collect my tickets?
We recommend opting for eTicket delivery where possible. 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.
If you are purchasing a subscription to Season 2022, your tickets will be posted to you once your booking has been finalised with our subscriptions team.
Having your tickets in advance as eTickets or through your subscription package means you don’t have to queue at the box office prior to the performance, and the handling of tickets is minimised.
Will the seating in the auditorium be socially distanced?
Unless otherwise advised, there will be no social distancing between booking groups.
The maximum audience capacity at Southbank Theatre will be as per Government guidelines at the time of each performance.
For shows playing in the Fairfax and Playhouse, 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 currently closed for in person visits but will reopen on Monday 8 November. Opening hours will be 12pm-6pm, Monday-Friday or 2 hours prior to a performance start time. For all ticketing enquiries while the box office is closed, please contact us at firstname.lastname@example.org.
Please note that our ticketing team is currently dealing with a very high volume of queries due to the cancellation of three productions during lockdown. With remote working arrangements it is taking longer than usual to respond to each request.
Will the bars at Southbank Theatre be open?
The Foyer Bars will open before performances and during interval, if government directives allow. There may also be restrictions on how food and beverages are served and consumed, including the possible need to be seated. Due to mandatory mask requirements, we expect that food and drinks will not be allowed in the auditorium for the foreseeable future.
Please note that the Southbank Theatre Bars are cash-free. We welcome payment by card, Apple Pay or Google Pay. You can learn more about the Southbank Theatre bars on our website.
Script Bar & Bistro and Blondie Bar are both expected to be open when we return to the theatre, 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?
As announced by the Victorian Government on 25 May 2021, face masks must be worn indoors unless you have a personal exemption. Please remember to bring your mask to the theatre and wear it at all times while in the building.
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, hard copy programmes will not be available for performances in our 2021 season. Programmes will continue to be available digitally in Season 2022.
Will the cloak room be operating?
The the cloak room will be open but to help minimise handling of personal items, please avoid bringing large bags or other bulky items to the theatre wherever possible.
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.
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.
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.
AT THE THEATRE
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 Victorian Government and show proof of vaccination or valid medical exemption. Please have these ready to show a member of the MTC team. 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 Victorian Government. Please have your mobile phone ready for our staff to assist you. We recommend downloading the Services Victoria app before you arrive.
If you do not have a smartphone you can write your details on the paper form provided, 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.
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.
What have you done to reduce touchpoints in the venue?
To help us reduce the amount of physical touchpoints at Southbank Theatre, we have made the following changes.
- The glass entrance doors to the male and female toilets are left open
- Programmes can be downloaded from our website using the QR codes placed around the foyers
- Check-in QR codes are available at all entrances
- eTickets are sent ahead of your performance, with contactless scanning at auditorium doors
- Whilst card payments are preferred at the Box Office, the Southbank Theatre Bars are cash-free. We welcome payment by card, Apple Pay or Google Pay.
We recommend that you take advantage of our digital offerings where possible and, as always, please regularly sanitise your hands with the sanitiser provided around the venue.
What are your cleaning procedures at the venue?
Cleaners will be onsite before and during your arrival at the theatre, where they will disinfect high touch surfaces like door handles, handrails, lift buttons, etc. up until the performance begins. Seats inside the auditorium will be individually sanitised after each performance.
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.
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.