Customer Service Statement
The Ticket Office will deliver a fast, efficient and informative service to all ticket buyers and Drum Theatre clients.
The standard ticket purchasing conditions are printed on the back of Drum Theatre’s tickets and comply with Australian Entertainment Industry Association (AEIA) Code of Practice.
A booking fee of $1.10 per ticket is payable for tickets purchased on all tickets sold on line or tickets transacted by phone as a sale or reservation.
Tickets made as a reservation will be held for 2 working days awaiting payment unless you have a group booking of 10 or more or other arrangements are agreed at time of booking.
Tickets cannot be held without payment:
- within 72 hours of a performance
- if the performance is close to selling out.
Drum Theatre is happy to assist community groups, work colleagues, friends and family groups to access discounted group booking priced tickets for all Drum Theatre presentations and many other scheduled shows.
Group bookers are able to extend the holding period for reserved tickets without payment for groups of 10 people or more.
All group bookings payments are required by no later than one month from the performance unless it is sold out, in which case we will contact you and organise a suitable payment time.To make a group booking or for further information please call the Ticket Office on 8571 1666.
Concessions and Discounts
Drum Theatre recognises the following cards and will offer the holders of those cards a discounted ticket if available for the performance:
Pensioner Concession Cards, Veteran Affairs Pensioner, Health Care Card, DVA Gold Card, DVA White card, Victorian Seniors Card, Commonwealth Seniors Health Card, Student Card, Companion Card.
We welcome Companion Cards. Companion cardholders are entitled to receive an accompanying ticket for their companion at no cost when purchasing a ticket for themselves to an event.
Lost your tickets or left them at home? The Ticket Office team will be happy to reprint them for you on the day of the performance with suitable ID. A charge of $1.10 per ticket applies.
For Drum Theatre presented shows children under 2 will be admitted at no charge provided they sit on an accompanying adult’s knee and are taken outside if they are disturbing the enjoyment of other patrons. For some commercial performances the producer may request to vary this policy (for example: free admission only for children under 12 months or perhaps all children under 14 admitted free).
Producers may also require that everyone attending the performance hold a valid ticket, including babes in arms. Please call 8571 1666 to clarify any ticketing conditions relating to commerical shows and the Ticket Office team will be delighted to answer your questions.
At Drum Theatre we've got gift-giving wrapped up! Everyone loves the theatre so a Drum Theatre Gift Voucher is a perfect gift. Whatever the special occasion or whoever the special person, show your love with a ticket to a show they’ll love. You can purchase a gift certificate for a particular show, for Friends of Drum Theatre or for a specific value.
To purchase a gift certificate, simply contactthe Ticket Office on 8571 1666 and we’ll take care of the rest. It’s the drama-free way to give.
Gift vouchers and credits are valid for 12 months from time of purchase and can be redeemed via phone, online or in person at the Ticket Office.
All sales are final and there are no refunds or returns, with the exception of Friends of Drum Theatre who are able to return tickets as part of the benefits of being a Friend and a refund will be made up to 48 hours prior to performance. If Friends of Drum Theatre do utilise this benefit, charges may apply:
- if the tickets are part of a package deal, an extra charge may be incurred if group numbers are not achieved by cancellation of the tickets
- for tickets purchased online the internet booking fee of $1.10 per ticket is not refundable
- if the tickets were purchased with a credit card then the refund should be debited to that card.
A deferred payment plan is offered to Friends of Drum Theatre. Payment is charged against the customer’s credit card on the day of the performance. This transaction has the same status as any other ticket purchase.
Collection - Drum Theatre collects only the personal information necessary for performing ticketing and marketing functions.
Use and Disclosure - Drum Theatre does not sell or distribute lists of its patrons or their contact details to any other organisations or persons:
- unless specifically advised, with prior consent to do so by the patron
Data Quality - Drum Theatre endeavors to ensure personal information is accurate, complete and up to date.
Upon request we will disclose to the customer personal information we are holding in our data base. This information can be amended or deleted upon request. Individuals may gain access to information stored about them by contacting Cheryl Rush (Privacy Officer) on 8571 1603.
Anonymity - Where it is lawful and feasible to do so, a patron can transact with Drum Theatre without identifying themselves.