Ticket Reseller Viagogo Under Fire With NSW Fair Trading

In a time when the arts and the entertainment industries are nearing a breaking point, contentious ticket reseller Viagogo has found itself in the spotlight yet again today. 

NSW Fair Trading has announced an official investigation, following a spike in consumer complaints as ticketed events slowly come back to life.

With 36 complaints against Viagogo in 2021 so far, the announcement follows a watershed moment back in 2018 when NSW Fair Trading made ticket scalping illegal, as well as the various rulings both in Australia and abroad condemning various practices carried out by the resale platform. 

Of the complaints received this year alone:

• 16 complaints related to ticket scalping
• 11 complaints related to the cancellation of events that were not refunded
• 5 complaints related to misleading customers that Viagogo was the authorised seller
• 3 complaints related to tickets not being delivered in a timely manner
• 1 complaint related to Viagogo not providing age restriction advice

Today, NSW Fair Trading Commissioner Rose Webb spoke vehemently with a very strong message to ticket scalpers, and Viagogo in particular, as the embattled live event industry continues to suffer:

"It was big news in 2018 when NSW Fair Trading made ticket scalping illegal by making it an offence for ticket resellers such as Viagogo to charge more than 10% extra on the original ticket price and transactions costs,” Webb said. 

“We did briefly see a drop off in complaints but then we saw a spike at the end of 2019. When the pandemic hit complaints obviously dropped off again as events were not able to go ahead.

“However, now that events are back on the agenda, we have seen a spike again and despite Viagogo being explicitly warned and receiving a $7 million fine from the ACCC in 2020, they continue to flout the rules.

“Those within the entertainment and arts industry have been vocal about the obliteration of their industry due to COVID and they do not need the additional stress of ticket resellers scalping well-meaning fans. 

“We will be investigating and using our powers to stop any unlawful behaviour.”

As New South Wales grapples with its significant COVID-19 resurgence, the driving star of the Viagogo investigation in the state is the hit musical Hamilton, currently on pause at the Sydney Lyric Theatre at The Star Sydney, with the most common complaints to NSW Fair Trading revolving around tickets for the event exceeding the 110% cap. 

Anyone who has witnessed or experienced ticket scalping is advised to report the incident at the Fair Trading website: Make a complaint | NSW Fair Trading.

For more information about consumer rights and ticket reselling go to Tickets, parties and events | NSW Fair Trading.