QPAC

QPAC is committed to protecting our customers’ privacy.

The Queensland Performing Arts Trust (ABN 13 967 571 128) (called ‘QPAC’, ‘we’, ‘us’, and ‘our’ in this Privacy Policy) understand and appreciate that visitors and users of our website and our services are concerned about their privacy and the confidentiality and security of any information that may be provided to us. The following outlines our Privacy Policy.

We respect the privacy of personal information you may provide to us.

The way we manage your personal information is governed by the Information Privacy Act 2009 (Qld) (Act) and the Queensland Privacy Principles established under the Act. Any application to access or correct your personal information is also subject to the Right to Information Act 2009 (Qld).

This Privacy Policy tells you how we manage any personal information we may obtain about you.

QPAC also owns and operates the ticketing service, QTIX. This Privacy Policy applies to any dealings you have with QPAC’s website or services. The QTIX Privacy Policy may also apply to your purchase of tickets to an event at QPAC.

The following definitions are used in this Privacy Policy:

Performing Arts Company – means Opera Queensland, Queensland Ballet, Queensland Symphony Orchestra, Queensland Theatre, any other member of the Australian Major Performing Arts Group, any other performing arts company, or any government, government-related or not-for-profit entity that delivers a performance at QPAC, including where it does so jointly with QPAC or another organisation.

Promoter – means an organisation that provides a performance at QPAC, including where it does so jointly with QPAC or another organisation. For the avoidance of doubt, and without limitation, the term Promoter includes a Performing Arts Company.

1. What is personal information?

For the purposes of this Privacy Policy, "personal information" is information or an opinion, in any form and whether true or not, about an individual whose identity is apparent or can be reasonably ascertained from the information or opinion.

2. Collecting personal information

2.1 What kind of personal information do we collect and use?

The types of personal information we may collect and use include

• your name;
• your contact details (address, telephone number(s) and email address);
• your date of birth (if provided in connection with your entry to a competition);
• your gender (if indicated through your nominated title); transactional information you provide when you make a purchase with us (for example, credit card details and transaction history);
• any preferences you select; the areas you have visited on our website and how you have accessed our website e.g. via a link from one of our emails;
• disability or other information relating to your mobility that may affect your ability to attend our performance or determine the adjustments we may make to facilitate your attendance;
• personal information you provide when you commence a business relationship with us; 
• any correspondence between you and us;
• any other personal information you provide when you make an inquiry, request information, enter a competition, respond to marketing, lodge a complaint, provide feedback, seek employment with QPAC or correspond with us;
• your ‘Mosaic Type’ and ‘Group’ from our third-party consumer classification tool; and
• any other information we are required by law to collect.

2.2 Reasons for collecting your personal information

We collect your personal information to enable us to provide you with the products, services and information you request. In particular, we may collect your personal information to:

• determine your requirements in order to provide you with appropriate products and services;
• process your purchases and issue you with tickets to performances;
• notify you of changes to performance details or cancelled performances;
• replace and re-issue lost tickets;
• contact you in relation to lost property and to return lost property to you;
• provide you with information about upcoming performances or events;
• recommend to you, or people who have similar interests to you, other services we or selected partners offer which may be of interest to you, including other performances or events;
• process any communications you send to us (for example, responding to your queries, assessing your application for employment, and dealing with any complaints or feedback you have);
• detect and prevent fraud and unauthorised ticket onselling;
• help us develop and improve the services to our patrons, and the services we provide to our QTIX clients and customers;
• where you have provided us with your consent, conduct marketing;
• get in touch with you if we need to;
• do anything which you authorise or consent to us doing; or
• take any action we are required or authorised by law to take.

In certain circumstances, your personal information may be combined and analysed where our data indicates that you are transacting with us across different purchases through either QPAC or QTIX (whether or not through different accounts, or ‘guest’ transactions). This data may be combined with other data we may have collected on your interactions with QPAC or QTIX services, including interactions with marketing material or your entry into a competition, to create a singular user profile.

If you do not provide us with your personal information, it is generally not possible for us to provide you with the products or services you have requested (for example, to issue you tickets to performances). Where it is lawful and practical to do so, we may allow you to deal with us anonymously. Purchasing tickets through a ‘guest’ profile is not an anonymous transaction, and QPAC may still collect and use the data associated with your ‘guest’ transaction in accordance with this Privacy Policy.

2.3 How do we collect personal information

Wherever possible, we always try to collect personal information directly from you, for example, when you:

• become an email subscriber;
• purchase performance tickets from us - either online, over the phone, at the QPAC Box Office or at one of our authorised outlets;
• use our website;
• request information over the internet or telephone, or use our website or interact with us through social media;
• enter a competition run by us; or
• correspond with us.
• provide us with your personal information for another purpose, in person, by email, by phone or over the internet.

We may also obtain your personal information from third parties we deal with, such as:

• event organisers, promoters, performance companies, venues, sponsors and our business partners to whom you have provided your personal information; and
• from time to time, providers of third party applications which collect and share information, such as
  • analytics providers;
  • social media platforms;
  • payment service providers;
  • marketing and outreach tools; and
  • advertising partners

We may also collect personal information from third parties you refer to us. If we do so, we will assume, and you will ensure, that you have made that third party aware of the referral and the purpose(s) of the collection, use and disclosure of the relevant personal information.

When you communicate with QPAC through social media sites or using applications provided by third parties (such as via your smartphone), we may collect your personal information from that communication. We assume that you have informed yourself of the ways in which such sites or applications can collect and disclose your personal information.

3. Disclosing your personal information

3.1 Performing Arts Companies

QPAC will disclose your personal information to Performing Arts Companies where they have provided, or jointly provided, a performance you attend at QPAC. Those Performing Arts Companies will process your personal information in accordance with their own privacy policies, including for the purposes of providing the performance and related services to you and to provide marketing materials to you where you have provided consent to receive such materials.

3.2 Other organisations to whom we may disclose your personal information

Without limiting QPAC’s rights of disclosure described in 3.1, we may disclose your personal information to:

• Promoters where it is necessary to ensure that they are able to provide the performance to you or to provide you with products and services that you have requested e.g. merchandise, or where you have consented to receive marketing materials from Promoters;
• our related entities and businesses (for example, QTIX which will handle your personal information in accordance with the QTIX Privacy Policy);
• any entity to which we are authorised or required by law to disclose your personal information (for example, law enforcement agencies, Federal, State or Local Government bodies and public health agencies);
• our professional advisers, contractors or other service providers we engage to carry out (or advise on) our functions and activities - for example, our ticketing software providers, our mail service contractors, marketing consultants and insurers;
• organisations who may assist us with detecting fraud or unauthorised ticket onselling;
• social media sites or applications for the purpose of marketing to you and people who have similar interests to you;
• any specific parties which we have advised you of at the time we collect your personal information; and
• with your consent (express or implied) - other entities.

The above entities (excluding QPAC’s service providers) may in turn disclose your personal information to any other entities as described in their privacy policies or statements.

When purchasing a ticket to a performance, your details will be held on a customer databased shared by QPAC and QTIX.

3.3 Direct marketing and subscriptions

As indicated above, we may also use your personal information to provide you with information about our products and services.

By applying to become a QPAC email subscriber (including QPAC e-News, QTIX Box Office or other QPAC emails), you will be required to consent to us sending you the requested newsletters and information (including via social media), and also other information about upcoming performances and other products and services offered by QPAC.

In addition, when you create an account with us, and during many ticket transactions, we will also ask you whether you would like to receive news and offers from us and the Promoter/s of the event to which you are purchasing a ticket. If you agree to receiving news, special offers and information from QPAC, you agree that we may send you marketing communications (including via social media), and that our Promoters may send your marketing communications. Your preference to receive or not receive marketing will continue to apply until changed by you.

3.4 Stopping marketing and promotional material from QPAC

You may change your decision at any time in the future by contacting us (details below) or by changing your preferences in your online account. If you tell us you no longer wish to receive marketing or promotional material from us, we will not send you any such material. If you change your mind in the future and wish to receive marketing or promotional material from us, please contact us.

You can opt-out of customised and targeted advertising we may direct via social media sites (e.g. Facebook) by using one of many online tools such as http://www.aboutads.info/choices.

If you opt-out of our marketing activities, we will continue to send you required service related emails, such as booking confirmation emails and tickets.

If you opt-out of our marketing activities, ​we will still continue to send you required service related emails, such as booking confirmation emails and tickets.

3.5 Marketing and promotional material from third parties

If you agree to receiving marketing information from Promoters, you are agreeing that they (including, where applicable, Performing Arts Companies) may contact you directly for marketing purposes.

As a general rule, if third parties (excluding QPAC’s service providers) have received your personal information, their handling of your personal information will be governed by their privacy policies. If you wish to unsubscribe from any marketing from third parties to whom we have disclosed your personal information in accordance with this Privacy Policy, it will also be necessary for you to contact the relevant organisations to notify them of your decision.

As indicated above, while your data from transacting with QPAC and QTIX may be combined, please note that unsubscribing from QPAC will not mean that you have unsubscribed from QTIX newsletters and other information. If you wish to unsubscribe from QTIX news and events messages, you can log into your QTIX account and update your preferences there, click ‘unsubscribe’ to any QTIX communication, or contact QTIX via the QTIX website.

As and when you purchase more tickets for events at QPAC, any previously provided preference to receive or not receive marketing from Promoters will apply to benefit additional Promoters, unless changed by you.

4. Storing your personal information

QPAC will take precautions to safeguard your personal information from loss, misuse, unauthorised access, modification or disclosure.

As a general rule, we store your personal information in our electronic databases. From time to time, QPAC may engage service providers to store personal information. Such service providers could have servers located overseas. This means that personal information may sometimes be sent overseas for storage, for example in the United Kingdom and United States of America (USA). Our current ticketing provider stores ticketing information in the USA. We take reasonable steps to ensure that our service providers are carefully chosen and have policies, procedures and systems in place to keep personal information secure.

If we are required by law to collect your personal information, we will store and delete that information in compliance with that law.

5. Overseas transfer of information

QPAC may transfer your personal information to an entity outside of Australia if a recipient that is permitted to receive your personal information under this Privacy Policy is located outside of Australia, or if it is necessary for the performance of our functions in relation to you. The key country we may transfer your personal information to is the USA.

6. Accessing and correcting your personal information

If you wish to have access to any documents held by us which contain your personal information, please contact us (details below).

Please note that we may ask you to make your request in writing and provide us with reasonable evidence of your identity (for example, we may ask you to allow us to sight photo identification, such as a copy of your current driver's licence or passport).

Please also note that under some circumstances under the Act or other legislation, we may not be required to provide you with the access you have requested.

To effectively conduct our business with you, it is important that the personal information we hold about you is complete, accurate and current. At any time while we hold your personal information, we may ask you to tell us of any changes to your personal information. Alternatively, if you are aware that the personal information we hold needs to be corrected or updated, please contact us (details below). Under certain circumstances in the Act, we may not be required to correct your personal information.

If we decide not to provide you with access to or correct your personal information, we will give you reasons for our decision.

7. Dealing with QPAC online

We take reasonable steps to maintain the security of cookie and personal information we collect online. If your browser is correctly configured, it will advise you whether the information you are sending us will be secure (encrypted) or unsecure (unencrypted).

When you purchase tickets online from us, we use an industry approved 256-bit SSL Extended Validation Certificate to protect the information you transmit to us during the transaction. SSL software encrypts any information you input.

We seek to keep current with available security and encryption technology so as to maintain the effectiveness of our security systems. However, no transmission over the internet can be guaranteed as totally secure and accordingly, we cannot warrant or ensure the security of any information you provide to us over the Internet. Please note that you transmit information at your own risk.

When you visit our website or interact with marketing emails you have agreed to receive, we, our contractors and/or our Promoters, may collect certain information about your visit through the use of web tracking tools and technology such as cookies, conversion pixels and remarketing tags to give you the best experience of our website, and for marketing purposes.

7.1 Cookies

A cookie is a data file that a website sends to your browser, which is then stored on your computer or other device you’re using to access our website. We (and our contractors and/or our Promoters may) use cookies on our website that collect the following information: pages visited, date and time of connection, your IP address, the content you viewed and purchased (including tickets that you entered in your Basket but did not purchase), type of browser and operating system you are using and other technical information. This data is stored in our (or where relevant our contractors’ and/or Promoters’) cookies on your computer or other device used to access our website.

We will also use cookies to track your browsing habits on our website, and we may include that information in our systems alongside other personal information we may hold about you. When consent to marketing is given as indicated above, we may use this data to enhance your account experience and improve the relevancy and effectiveness of our marketing communications.

We allow certain Promoters to utilise cookies on our website to receive aggregate data about their events, and to receive information about any bookings or partially completed booking for their events. Such Promoters may use that information to update your details on their own systems or to follow up with you in relation to any incomplete bookings.

You can set your browser to notify you when a cookie has been sent. This allows you to decide whether or not to accept or reject the cookie (although rejecting a cookie may affect your use of a website). You can disable cookies in your web browser. If you disable all cookies used by your browser, this may cause certain settings or information to be altered or lost and you may not be able to make full use of the QPAC website, as it may not function optimally and may be difficult to navigate. Please note that rejecting cookies will disable your browser from purchasing tickets from our websites, but you will still be able to view "information only" pages on our website.

7.2 Site visit information

We (and/or our contractors and Promoters may) use other automated technical methods, including Google Analytics, to collect statistics about how our website is accessed. This information may include your server address, the date and time of your visit, the page you accessed, and the type of internet browser you use. We (and/or contractors and Promoters may) use this information in an anonymous, aggregated form, for statistical purposes to assist us with improving the quality of our website, monitor effectiveness of marketing campaigns and to measure conversions and sales. In some instances, Promoters may use cookies to track your browsing habits on our website, and may include that information in their systems alongside other personal information they may hold about you, including to make their communications to you more relevant according to your preferences.

The information generated by the cookie about your use of our website will be transmitted to and stored by Google on servers located outside of Australia. No personally identifying information is recorded or provided to Google. If you are logged in to our website as a registered user, information about your user account is not linked to data recorded by Google Analytics and is not provided to Google.

7.3 Links to third party websites

The QPAC website may contain links to third party websites. These links are provided as a service for your convenience and information only. QPAC is not responsible for the content, products or services available through non-QPAC websites, nor are we responsible for how that site manages any personal information you provide to it. Unless we advise otherwise, third party websites are not governed by this Privacy Policy. Please review the privacy policies and terms of use for each site you visit before transacting on the site or providing your personal information. QPAC will not be liable for any privacy breach occurring as a result of your access to and/or use of any third party sites.

8. Complaints

If you have a complaint about how we have handled your personal information, please contact us (details below). Please note that we will ask you to lodge your complaint in writing.

We will:

• within 14 business days of receiving your complaint in writing - acknowledge receipt of your complaint; and
• within 45 business days of receiving your complaint - investigate the circumstances of your complaint and provide you with a response.

9. Changes to our Privacy Policy

We may from time to time make changes to this Privacy Policy. If we amend our Privacy Policy, we will post the amended Privacy Policy on our website - www.qpac.com.au

10. Our contact details

If you wish to contact us regarding any of the matters covered in this Privacy Policy, or have any queries or concerns about how we handle your personal information, please contact us:

• via our website
• in writing: The Privacy Officer, QPAC, PO Box 3567, South Bank QLD 4101