Frequently Asked Questions

 

QPAC is following the requirements of current health advice from the Queensland and Australian Government. Please see our safety measures and things you must do. If you can’t find the answer to your question or have a general question or comment about this website please contact us


What should I do if I am unwell?

If any of the following apply to you or any member of your booking party, you or they must not come to QPAC.

  • Required to self-isolate under laws aimed at reducing the spread of COVID-19
  • Diagnosed as having COVID-19
  • Experiencing any COVID-19 symptoms including fever, cough, sore throat, fatigue, shortness of breath, runny nose, or loss of taste or smell
  • You or a member of your household has been in close contact with a confirmed case of COVID-19
  • You or a member of your household has travelled overseas in the past 14 days
  • You or a member of your household has travelled to a COVID-19 hotspot in Australia in the past 14 days

If these apply to you or any member of your booking party, please contact QTIX 136 246 to arrange a refund for that ticket. Find opening hours for QTIX here.

If I am unwell and cannot attend my performance will I receive a refund?

Any cancellations required due to illness or exposure to COVID-19 will be fully refunded. Patrons should contact QTIX on 136 246 to request a refund. Refunds will not apply to patrons attending a QPAC event who are asked to leave due to displaying symptoms of COVID-19 or failure to comply with COVID-19 guidelines. Check our Ticketing Terms and Conditions.

In accordance with our Conditions of Entry, all visitors enter QPAC at their own risk. Whilst QPAC has implemented all legally required and recommended control measures in relation to the COVID-19 pandemic, by entering QPAC all visitors acknowledge and accept that there currently remains an unquantifiable risk of transmission of COVID-19. All visitors are assumed to have assessed this risk of transmission, including through consideration of their own health condition, in making the decision to attend the centre.

 


Contact Tracing at QPAC

QPAC is currently operating at 100% capacity under a COVID Safe Plan approved by Queensland Health. For contact tracing purposes we are using the Check In Qld app and encourage all patrons to download the app and fill out their details prior to attending performances at QPAC.

Google Play Store Apple App Store

How do I provide or update guest details?

We’re working with the Queensland Government to keep our patrons, staff, artists and all visitors safe by collecting contact tracing information through the Check In Qld app. This is the safest, secure and convenient way for us to collect your details. Your details will be stored securely by the Queensland Government for fast contact tracing if needed.

We recommend you download the app prior to your next QPAC visit, if you haven’t already, and enter your details and those of your guests prior to arrival at QPAC. When you arrive at QPAC, all you’ll be required to do is scan the unique QR Code for your theatre and show our staff you’ve checked in. Please see our friendly QPAC Staff if you need assistance.


Preparing for your visit

What should I wear?

It's not really necessary to get dressed up to come to QPAC. Although if you are coming to an opening night, it is likely that guests will be dressed to attend a special occasion. Usually, smart casual dress is perfect - more formal than you would wear to a barbecue, but less so than you would wear to a wedding. Because all of our theatres are air conditioned, you may want to bring a light wrap or jacket, especially if you are dressed for Brisbane's summer weather.

Will I need to wear a mask?

Masks are strongly recommended for all patrons in our foyers and theatres. Please bring your own mask with you. To find out more visit the connecting safely at QPAC page here.

How do I find out the duration for my event?

You will be able to find the duration of your event on the event page.

Will the QPAC Cloakroom be available for performances?

QPAC’s cloakroom facilities will be available to patrons. Signage, floor markings, bollards and staff will direct patrons to stand 1.5m apart when queuing for the cloakroom and hand sanitizer will be available to all patrons. Patrons will be encouraged to limit contact with staff during the cloaking process.

Is the car park open?

The Performing Arts Car Park facility remains open and payment can be made on entry by credit card only (Visa or MasterCard). No cash payments are accepted. Please visit our parking page for further information.

What should I expect when arriving at QPAC

To ensure physical distancing and the safety of staff and patrons, entry to QPAC foyers and theatres will be directed via signage, floor markings, bollards and staff. QPAC staff will be on hand to answer any patron queries and to assist with patron movement throughout the building.

We encourage all QPAC patrons to download the Check In Qld app. QPAC is utilising this Queensland Government app to collect patron details for contact tracing if needed. Using this digital check in means your details are stored securely by the Queensland Government for fast contact tracing.

Download the app from the Google Play Store or Apple App Store prior to your visit to QPAC and then all you will be required to do is scan our unique QR codes and show our staff you’ve checked in.

When should I arrive at QPAC to attend a performance?

It is recommended that patrons leave more time than usual to attend a performance at QPAC as movement throughout the foyers and theatres may be slower than normal to allow for physical distancing.

Will I be able to purchase food and drink whilst at QPAC?

QPAC’s foyer bars will be open for performance times with strict guidelines around queuing and contactless payment strongly encouraged. Staggered and lengthened interval times will limit the number of patrons in the foyers at any given time. For QPAC restaurant opening times and reservations please check here.


Parking

Where should I park?

QPAC is located on the corner of Grey and Melbourne Streets, South Bank. The closest parking is at the Performing Arts Car Park (P1), located on the riverside of QPAC under the Victoria Bridge. It can only be accessed via Stanley Place via the Cultural Centre Tunnel.

Visit our getting here page for more options.

How do I use a QPAC car park ticket?

Pre-paid car parking is available only at the Performing Arts Car Park (P1). Your car park ticket can be used even when CAR PARK FULL sign is displayed.

If you have pre-purchased parking at the Performing Arts Car Park (P1), simply present the parking ticket to the attendant on entry to the car park.

If you have nominated to collect your tickets and car parking ticket from the Box Office, please note you must collect your car parking ticket before you can enter the car park.

Visit our parking page for more information.


While at QPAC

How will I maintain physical distancing at QPAC?

All patron movement whilst at QPAC will be directed by signage, floor markings, bollards and staff to ensure physical distancing is maintained, where possible. Designated separate entry and exit points will be monitored by QPAC staff and earlier access to theatres will ensure limited interactions between patron groups.

Furniture in QPAC’s foyers and food and beverage outlets has been arranged in line with physical distancing requirements.

What hygiene facilities will be in place?

Under its COVID Safe Plan QPAC is ensuring more frequent and intense cleaning of all facilities within its venues. Patrons will have regular access to sanitizer and QPAC is encouraging contactless interactions and payment wherever possible. Limited numbers in lifts and bathroom facilities at any given time will be monitored by QPAC staff.

When do the foyers open?

Foyers generally open 90 minutes prior to the performance start time.

How do I find my door?

Each venue has doors numbered from 1 onwards. Please check your ticket carefully for the correct venue and door number. The Concert Hall and Lyric Theatre share the main foyer off Melbourne Street. On the left hand side as you come up the stairs, you will find the even numbered doors for the Lyric Theatre, while on the right hand side, you will find the odd numbered doors for the Concert Hall. To find the even numbered doors for the Concert Hall, cross the foyer to the Grey Street (Railway) side of the building. To find the odd numbered doors for the Lyric Theatre, cross the foyer to the river side of the building. If you are unsure of how to find your door, please ask an usher.

How many people will be in the theatre?

QPAC theatres are operating at 100% capacity. This means theatres will no longer be ticketed in a checkerboard style with seats left vacant between booking groups and there may be patrons occupying the seats directly beside, behind or in front of you during a performance. Masks are mandatory for all patrons until otherwise advised. Please bring your own mask with you to the theatre.

Do I need to stay in my seat once inside the theatre?

Patrons are strongly encouraged to stay in their allocated seats.

Are booster cushions available?

Due to Covid-19, booster cushions/booster seats may not be available. Patrons are encouraged to bring their own soft cushions (not car booster seats) if they are required.

Can I take photographs or make recordings during the performance?

No, due to copyright restrictions, it is not permitted to take any photos or make any recordings of productions.

How will physical distancing be maintained as patrons exit the theatre?

Patrons are requested to leave the theatre in a staggered manner to maintain a distance of 1.5m from other groups when exiting the theatre for interval or at the end of the performance.

As with entry to the theatres and foyers, patrons will be required to exit via the designated exit points. Signage and floor markings will assist with directions as will QPAC staff.

Will staff be available to answer any questions I may have?

QPAC staff will be readily available onsite and prior to a QPAC visit via 136 246 and appropriately trained to answer patron queries and assist where necessary.


Cancelled / Postponed events and refund information

All patrons holding tickets for an impacted event will be contacted directly and offered refunds or transfers to new dates where performances are able to be rescheduled.

I purchased tickets for an event and that event has been cancelled, what happens now?

Unfortunately this does happen, though only very occasionally. Should your performance be cancelled, QPAC will contact you to advise of the refund procedure.

I purchased tickets for an event and that event has been postponed, what happens now?

If the promoter postpones an event, your tickets are valid for the new date/time. If you are unable to attend the new date, there may be limitations set by the promoter as to how refunds will be handled. If you are unable to attend the rescheduled date, and refunds are authorised by the promoter, you will be refunded the full amount paid (including booking fees). For further details please phone 136 246.

When will I receive my refund?

Please rest assured all refunds will be processed in due course. Given the volume of refunds we are currently processing this make take a little longer than usual and we ask for your patience. If you purchased your ticket(s) using credit card or PayPal, you will be refunded automatically and do not need to take further action. Please check your bank balance before contacting us.

My credit card details have changed. How will I receive my refund?

If your credit card details have changed, please email refunds@qtix.com.au with “changed credit card details” in the subject line, include your name and booking reference number in the email, but do not include your card number and information.

If I purchased my ticket(s) with cash or EFTPOS, how will I receive my refund?

QTIX will contact you using the contact details you supplied when you booked your ticket(s) to organise a refund.


Around QPAC

Where is the Box Office?

The main Box Office is on the first level through the main entrance at the front of the building (facing Melbourne Street). The Box Office is open from 9am to 8:30pm Monday to Saturday and 2 hours prior to scheduled performances on Sundays. If you have chosen to collect your tickets from the Box Office and you are collecting your tickets more than one hour before your show, the tickets will be available from the main Box Office. You can also use this Box Office for collection of tickets to performances in the Concert Hall or Lyric Theatre within an hour of your performance start time. If you are seeing a show in the Playhouse or Cremorne Theatre, you can collect your tickets from the Box Office at your theatre within an hour of your performance start time.

Where is the Lyric/Concert Hall/Playhouse/Cremorne Theatre within QPAC?

The Lyric Theatre and Concert Hall are on the Melbourne Street side of the building. The Cremorne Theatre is on the side facing the Brisbane River and the Playhouse faces South Bank, adjacent to the Wheel of Brisbane. Read more information on how to find your theatre.

Are there any dining options at QPAC?

Yes. QPAC has a range of dining options to suit every taste and budget and all just moments from your theatre seats. More information on dining options.

I think I might have left something behind at QPAC

We keep a register of all lost property found at QPAC. To check if your property has been found, please contact QPAC Stage Door on (07) 3840 7500 or email stagedoor@qpac.com.au.

Are there cloakroom facilities at QPAC?

Each of our four theatres has a cloakroom, with facilities available free of charge to QPAC ticketholders. Please have your performance tickets available for inspection at the cloakroom. All bags – including handbags – larger than an A4 piece of paper, all backpacks, multiple bags, umbrellas and other items including flowers must be left in the cloakroom. Any bag that is cloaked will be inspected.

Under our terms and conditions of entry, QPAC has the right to refuse to cloak any item that is deemed inappropriate.

Cloakrooms open 90 minutes before the start of your performance and close 30 minutes after the performance ends. Any items not claimed within 30 minutes of the end of the performance will be transferred to lost property. They can be reclaimed through QPAC Stage Door.

The Lyric Theatre and Concert Hall cloakroom is on Level M, opposite Box Office. The Playhouse and Cremorne Theatre cloakrooms are on the ground floor of their respective theatres.


Ticket delivery & collection

Where do I collect my tickets?

The main Box Office is on the first level through the main entrance at the front of the building (facing Melbourne Street).

See our contact page for the Box Office opening hours.

If you have chosen to collect your tickets from the Box Office and you are collecting your tickets more than one hour before your show, the tickets will be available from the main Box Office. You can also use this Box Office for the collection of tickets to performances in the Concert Hall or Lyric Theatre within an hour of your performance start time. If you are seeing a show in the Playhouse or Cremorne Theatre, you can collect your tickets from the box office at your theatre within an hour of your performance start time.

When will my tickets arrive by mail?

If you require your tickets to be mailed, they will be processed by the Box Office and delivered by Australia Post standard (regular) mail. Please note, impacts of the pandemic are causing minor delays. Thank you for your patience.

Please note: do not supply a Parcel Locker address. Australia Post have advised the parcel locker system is for the collection of parcels. It is not to be used as a postal address for ordinary mail.

How do I get my tickets when booking more than 14 days before an event?

When booking online more than 14 days prior to the performance date, you can choose to have your tickets emailed for you to print at home, mailed to you via Australia Post standard (regular) mail or collect them from the Box Office.

How do I receive my tickets when booking 14 days (or less) before an event?

When booking online 14 days (or less) prior to the performance date, you can choose to have your tickets emailed to you. You can show your tickets on your phone, print them at home or collect them from the Box Office.


Patrons with individual needs (Accessibility)

I have special seating requirements (eg: wheelchair access, hearing difficulties, need an aisle seat) or I am accompanied by a guide, hearing or assistance dogs. How do I book tickets?

PWD bookings cannot be made online. Please phone 136 246 (the Box Office is open from 9am to 4:30pm Monday to Tuesday and from 9am to 7:30pm Wednesday to Saturday) to let us know the specific seating arrangements you require and the Box Office staff will endeavour to accommodate your needs and seating requests. All venues ticketed by QTIX have seating areas allocated for people with disabilities and special access needs.

Does QPAC offer audio-described services for patrons who are blind or have low vision?

Yes. Access Arts Inc. (Qld), Vision Australia and QPAC are pleased to announce that Vision Australia's Audio Description Service will be available at QPAC, with live descriptions of the visual elements to complement the theatre experience. Find out more about audio-described events at QPAC or phone (07) 3840 7466 (the Box Office is open from 9am to 4:30pm Monday to Tuesday and from 9am to 7:30pm Wednesday to Saturday) to book your ticket.

Can I use my Companion Card at QPAC?

QPAC is an affiliate of the Queensland Government's Companion Card program. A Companion Card is issued to those with a disability who have a lifelong need for attendant care support in order to participate in community activities and attend venues.
As an affiliate of the Companion Card program, QPAC provides Companion Card holders with a second ticket for their chosen companion at no cost.

Access to the Companion Card program is only available to Companion Card holders when booking tickets in person, or calling the Box Office on 136 246. The cardholder must provide their Companion Card details when making bookings and present the valid ID card to receive their (free) ticket/s from the Box Office at the QPAC venue one hour prior to the event.

Collections for events at the Lyric or Concert Hall theatres will be from the Box Office on the Mezzanine Level, QPAC. Playhouse and Cremorne Theatre collections will be from the Box Office located at each of these venues. For more information on the Companion Card program, visit the Department of Communities website.


My QPAC account

I have forgotten my QPAC Account password. How do I reset it?

If you have forgotten your password you can request to have an activation link emailed to you to be able to reset your password. Simply enter your email address on the password request page and then click on the activation link which you will receive in an email. Follow the prompts on the page to reset your password.

 

How do I update my QPAC Account contact details?

You can maintain your contact information by logging into your account here.

How do I update my email address?

You can go online and change or update your email address by doing the following:

 

  • Login to the QPAC website here
  • Once logged in go to the 'Account Details' tab and click on 'Change Email/Password' and then enter your new email address
  • Once you have updated your email address you will need to reset your password to ensure you can login again next time
  • Log out of the website then visit the following page to reset your password
  • Enter your new updated email address and select the 'Reset my password button'
  • Follow the instructions to reset your password, you can keep your original password.

Buying a ticket online

If you experience any problems with your online booking please contact us

Can I choose my seat?

Yes. When booking online you are able to select your seats by clicking on the section you would like to sit in on the seating plan (stalls or balcony). The section will highlight when you place the cursor over it if it is available. You can then select from available seats in your chosen section. You can choose your own seating for the majority of events at QPAC.

I get a warning message when I try to select my seat. What does it mean?

You are trying to select a seat that leaves one or three seats vacant beside you. Please try again by selecting a coloured square next to a grey (unavailable) square, without leaving a vacant seat.

I wish to purchase 12 tickets but there is a limit of 10 for the website, what do I do?

Many events offer Group Discounts for adult and school groups of 10+. Please email your group enquiry or school group enquiry to our Group Sales team or phone them on (07) 3840 7466.

I need to cancel/change my order. What should I do?

It is a condition of sale that there are no refunds, cancellations or exchanges once bookings have been confirmed. This is in line with the LPA Code of Practice for Event Ticketing in Australia.

How much time do I have to book tickets?

Because we operate a 'real-time' booking system we are unable to hold tickets for patrons. From the time you click to 'confirm your ticket selection', you will have 10 minutes to complete your transaction before your tickets (and held seats) will be released.

Are there concession or children's tickets available?

If concession and children's tickets are available for an event this information will be listed on the event page on the website. Please note that ushers or Box Office staff have the right to request and see the appropriate identification and proof of age when presented with a concession or child's ticket.

How do I know when the official opening night is occurring for a season of performances?

The timing of an official opening night for a performance at QPAC is often at the discretion of the Producer or Promoter of that performance. The opening night date and time may not be finalised when tickets first go on sale. There may or may not be performances that occur in the season prior to opening night. At times performances prior to an official opening night may be labelled a "preview performance". However many major touring productions may simply have full-priced performances available prior to their official opening night event based on a timing preference for that event. Some productions may even choose not to have an official opening night event. If you specifically want to know whether the performance you are buying tickets for is an official opening night, a preview performance or a performance that falls before the official opening night we recommend you contact the Box Office on 136 246.

Can I purchase gift vouchers online?

Yes, gift vouchers can be purchased online and are valid for three (3) years from the date of purchase. Gift vouchers can be redeemed online, by phone on 136 246 and also in person at the Box Office.

I've put in my credit card details but I have not received a confirmation email. Has my booking gone through?

Do not put your credit card number in again as you may be charged twice. Call the Box Office straight away on 136 246 and the operator can check whether your card has been charged, and if not make the booking for you.

How can I pay for my tickets?

QPAC accepts Paypal and most major credit cards including American Express, Visa, MasterCard and Diners Club.  Valid QPAC Gift Vouchers may be redeemed online as well as specific event gift vouchers (for that event only).  Be assured that the QPAC website provides a secure online transaction site, where your credit card details are safe to send over the internet.  If you do not hold a credit card, have a PayPal account or QPAC Gift Voucher, please phone 136 246 to find out about alternative purchase options.

Do transaction fees apply to bookings?

A transaction fee applies to the purchase of tickets for events at QPAC venues. This fee applies per transaction regardless of number of tickets purchased in that transaction. The fee is irrespective of the ticket price/s set out for the ticketed event. The transaction fee covers the base costs associated with the provision of ticketing services for QPAC bookings made online, over the phone in person at a QPAC Box Office, or at any QTIX outlet. Specifically, the transaction fee supports the provision of QPAC’s ticketing services and ticketing administration. This includes but is not limited to the human and digital resources and development of those resources to consistently deliver and grow the efficiency of ticketing services for purchasers. The transaction fee is always detailed separately to the ticket price so that ticket purchasers can see this transparently. Selected ticket delivery methods may incur an additional charge. 

Information on the resale of tickets

QPAC recognises that some patrons choose to re-sell their tickets. We discourage this practice, as authenticity is only guaranteed where tickets are purchased directly from QPAC or an agreed provider.

The Information Privacy Act prohibits QPAC from disclosing patrons' personal information to third parties. Accordingly, QPAC will only discuss specific booking details (including refunds or patron information) with the original ticket purchaser.

The re-sale of any tickets at a premium or for commercial purposes without QPAC or the Presenter's prior written consent is a contravention of our conditions of ticket sale.

Any ticket sold in contravention may be cancelled without refund and the bearer of the ticket may be denied admission.

Any ticket purchase through an unapproved provider is made entirely at the purchaser's own risk.

For enquiries please phone the Box Office on 136 246 or email them to info@qtix.com.au.

Purchasing tickets from another customer or source?

QTIX is the official ticketing service for events at QPAC. Selected packages are sold through authorised resellers only.

Any tickets sold through unauthorised sales channels may be seized or cancelled without refund or exchange. The bearer of the ticket may be denied admission.

Unauthorised sales channels include Viagogo, eBay and Gumtree. Visit our facts page for more information.


Tickets

My tickets have been lost / stolen / misplaced, what should I do?

Please phone 136 246 as soon as possible. In most instances we will arrange for a Lost Ticket Pass (replacement tickets) which can be collected from the Box Office on the day of the performance only. The theft of tickets should be reported to the police. Please note that General Admission tickets will not be replaced.

I am having issues viewing my print at home tickets. What should I do?

We recommend checking that you have the current version of Adobe Acrobat Reader. To download the latest version, go to https://get.adobe.com/reader/. (Don’t worry, it’s safe, easy and free to download.)


Searching for events

How do I find an event on the QPAC website?

For your convenience we display all our events, packages and extras on the website. You can search for what you are interested in by searching by keywords, interests or date ranges.


What's On at QPAC

How can I get information about upcoming shows?

You can register online for QPAC What's On, our fortnightly newsletter. That keeps you up to date with QPAC shows, special and priority offers that may be available from time to time. The QPAC website provides information on shows on sale and allows you to book online. Simply use the event search tool at the top of the QPAC homepage in order to search for events on sale.

I have signed up to receive QPAC emails but I haven't received any. What should I do?

Make sure you check your junk folder first as email programs can easily mistake emails you have requested to receive for junk mail and automatically put them in your junk folder. Add qpac@events.qpac.com.au to your address book or safe sender list now to ensure you don't miss out on news, updates and special offers from QPAC.


QPAC Membership

Does QPAC offer Memberships?

Yes, QPAC offers a 12 month Membership. For more information visit the Membership page.


Contacting QPAC and Company information

How can I contact QPAC about a general enquiry?

For general enquiries, please review our Contact us page or email us at info@qtix.com.au

When will I hear back from QTIX about my query?

We will endeavour to respond to your query as soon as possible, however, this may take a little longer than usual given the volume of queries our team is currently processing.

What is the Queensland Performing Arts Centre (QPAC)?

Opened in 1985, QPAC is Queensland’s largest arts centre and employer of arts workers. Administered by the Queensland Performing Arts Trust (QPAT) and the responsibility of the State’s Minister for the Arts, QPAC employs more than 100 permanent staff and in excess of 350 casual staff. As a Statutory Authority, a board oversees the Trust and is bound by the QPAT Act 1977.

What is QTIX?

QTIX is a Queensland-based ticketing services provider that is owned and operated by QPAC. Tickets to all QPAC events are sold through QTIX. Tickets can be purchased by phone, online or mail as well as in person at the QPAC Box Office and other ticket outlets. QTIX also provides ticketing services for events staged in venues other than QPAC.

QPAC NOW

Acknowledgement of Traditional Owners

We pay our respects to the Aboriginal and Torres Strait Islander ancestors of this land, their spirits and their legacy. The foundations laid by these ancestors - our First Nations Peoples - gives strength, inspiration and courage to current and future generations, both Indigenous and non-Indigenous, towards creating a better Queensland. Queensland Government’s RAP Acknowledgment of Country