The Australian Competition and Consumer Commission welcomes joint ACCC/SOCOG initiatives to help resolve a number of concerns about Olympic ticketing following negotiations yesterday in Sydney.
"An improved outcome for consumers has been achieved", Australian Competition and Consumer Commission Chairman, Professor Allan Fels, said.
SOCOG will offer all customers who secured a second alternative ticket (i.e. their third choice) a refund.
Specifically, SOCOG will write to people who secured second alternative tickets (i.e. their third choice) and offer a refund or credit this amount to their account.
(Some more details are available in a separate attachment entitled Joint SOCOG-ACCC Ticketing Initiatives.)
SOCOG will establish a complaints handling and resolution mechanism led by an independent person with appropriate experience to ensure this refund process proceeds smoothly.
Trained people will be available at the SOCOG call centre to handle any enquiries.
"There was a positive problem-solving approach to the meeting between the ACCC and SOCOG yesterday," Professor Fels said.
Refunds
Arrangements concerning all refunds (not just those above), were discussed and clarified by the ACCC and SOCOG.
Refunds are being processed and dispatched at the following times: people who requested a refund of the remaining balance after the first public ballot: Tuesday 9 November 1999; people who choose additional tickets in the second round and have credit remaining: 30 November 1999; people who request a refund on the "second alternative" choice ticket offer [as per the above point]: 15 December 1999; and people who make no request for a refund but for whom a balance remains: 15 December 1999.
Commemorative booklet
People who got nothing in the first round but the commemorative program, will be offered a refund of $15 for the program.
Future consumer protection
SOCOG will develop in consultation with the ACCC consumer protection principles for further SOCOG ticketing offers and promotional material.
An independent consumer protection advisory committee will be established to monitor compliance with the principles and report to the SOCOG board on compliance with these principles.
SOCOG will make these reports publicly available.
SOCOG will periodically report progress with these initiatives to the ACCC.
If the ACCC receives complaints they will be referred to SOCOG at the first instance. SOCOG will address these complaints.
SOCOG and the ACCC will periodically consult with each other to address issues that may have arisen or public matters of common interest.
General
"Difficult circumstances have arisen following SOCOGs marketing campaign," Professor Fels said.
"I believe that the prompt adoption by SOCOGs Board of the proposals to provide a more consumer-friendly outcome means that a significant number of consumer concerns about the ticketing process will be resolved. In addition, the future promotion of the Games is less likely to cause such concerns".
As well, the action will help restore a positive image for the Australian Olympic Games effort.
"The ACCC will be liaising with SOCOG to ensure the successful implementation of these initiatives," he said.
"An improved outcome for consumers has been achieved", Australian Competition and Consumer Commission Chairman, Professor Allan Fels, said.
SOCOG will offer all customers who secured a second alternative ticket (i.e. their third choice) a refund.
Specifically, SOCOG will write to people who secured second alternative tickets (i.e. their third choice) and offer a refund or credit this amount to their account.
(Some more details are available in a separate attachment entitled Joint SOCOG-ACCC Ticketing Initiatives.)
SOCOG will establish a complaints handling and resolution mechanism led by an independent person with appropriate experience to ensure this refund process proceeds smoothly.
Trained people will be available at the SOCOG call centre to handle any enquiries.
"There was a positive problem-solving approach to the meeting between the ACCC and SOCOG yesterday," Professor Fels said.
Refunds
Arrangements concerning all refunds (not just those above), were discussed and clarified by the ACCC and SOCOG.
Refunds are being processed and dispatched at the following times: people who requested a refund of the remaining balance after the first public ballot: Tuesday 9 November 1999; people who choose additional tickets in the second round and have credit remaining: 30 November 1999; people who request a refund on the "second alternative" choice ticket offer [as per the above point]: 15 December 1999; and people who make no request for a refund but for whom a balance remains: 15 December 1999.
Commemorative booklet
People who got nothing in the first round but the commemorative program, will be offered a refund of $15 for the program.
Future consumer protection
SOCOG will develop in consultation with the ACCC consumer protection principles for further SOCOG ticketing offers and promotional material.
An independent consumer protection advisory committee will be established to monitor compliance with the principles and report to the SOCOG board on compliance with these principles.
SOCOG will make these reports publicly available.
SOCOG will periodically report progress with these initiatives to the ACCC.
If the ACCC receives complaints they will be referred to SOCOG at the first instance. SOCOG will address these complaints.
SOCOG and the ACCC will periodically consult with each other to address issues that may have arisen or public matters of common interest.
General
"Difficult circumstances have arisen following SOCOGs marketing campaign," Professor Fels said.
"I believe that the prompt adoption by SOCOGs Board of the proposals to provide a more consumer-friendly outcome means that a significant number of consumer concerns about the ticketing process will be resolved. In addition, the future promotion of the Games is less likely to cause such concerns".
As well, the action will help restore a positive image for the Australian Olympic Games effort.
"The ACCC will be liaising with SOCOG to ensure the successful implementation of these initiatives," he said.