What are my rights if a place or event promises to be accessibility and it isn’t?

Sometimes you might buy a ticket or membership to a place or event (like a movie or cricket match) because the person selling it promised it would be accessible. If the place or event is not as accessible as promised, you have the right to get your money back.

Getting your money back is called a refund. You have the right to a refund if you buy a product or service and it doesn’t do what you were told it would do. This includes the right to get a refund if a product or service is not as accessible as promised.

For example, if you were told by an event website that the event is wheelchair-accessible and it isn’t, you have the right to a refund. You should get back all of the money you spent on the ticket. Another example is if you buy tickets to see a play. If you were told that a hearing loop would be available and it didn’t work, you have the right to a refund.

To get a refund this way, somebody needs to have said the inaccessible product or service would be accessible. This could include a website, brochure, sign, TV or radio ad, or somebody who works for the company telling you.

First, you should ask the company or group that sold you the ticket for a refund. If this doesn’t work, you can get help from Consumer Affairs Victoria.

If you pay to go to a place or event that is not accessible and you were not promised that it would be accessible, things are a bit different. If you want a refund, you will need to use other laws. For example, you could use the Disability Discrimination Act, or the Equal Opportunity Act which protect your right to access the community.