At iTICKET, we’re all about making ticketing simple, transparent, and fair. That’s why we’re proud to support the New Zealand Ticketing Code of Practice, which was signed into existence in October 2025. 

This framework is a game-changer for Aotearoa’s live events scene, tackling challenges unique to our market and setting clear expectations for everyone involved—venues, promoters, and, most importantly, ticket buyers.

Let’s dive into why this code matters and how it’s shaping the future of live entertainment in New Zealand.

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Why was this code needed?

For years, New Zealand relied on Australia’s ticketing code of conduct, created by Live Performance Australia (LPA). It worked for a time, but as our live events industry grew, it became clear we needed something tailored to our own challenges and opportunities.

Here are the main reasons the code was developed:

  • Misleading Practices: Some ticketing companies were less than transparent, with hidden fees and unclear refund policies that left consumers confused and frustrated.
  • Consumer Protection: A local framework was needed to give Kiwis confidence when buying tickets, ensuring they understood their rights and could trust the system.
  • Ethical Standards: As live events boomed in Aotearoa, EVANZ (Entertainment Venues Association of New Zealand) and industry leaders saw the need for consistent, fair ticketing practices.

Sadly, there have been cases where ticketing companies collapsed, leaving venues, promoters, and customers out of pocket - sometimes by millions of dollars. The new code aims to prevent that, restoring trust and protecting everyone involved.

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What’s in It for the Industry?

The Industry Code of Practice is essentially a blueprint for ticketing done right. It covers everything: advertising, ticket sales, rescheduling, refunds, resale—you name it.

Here’s how it helps industry professionals:

  • Clear Legal Guidance: Whether you’re a venue, promoter, or agent, the code helps you stay compliant with New Zealand laws.
  • A Handy Training Tool: Onboarding new staff? The code is a great resource to get them up to speed on best practices and how to handle customer questions.
  • Confidence in Processes: Promoters and venue managers can operate knowing they’re ticking all the legal and ethical boxes, reducing risk and ensuring consistency.

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How does the code benefit consumers?

At its heart, this code is all about making life easier for ticket buyers. The accompanying Simplified Consumer Code breaks down the dos and don’ts in plain language, giving customers a clear understanding of their rights.

Here’s what consumers can expect:

  • Stronger Protections: From refund policies to terms and conditions, everything is designed to be upfront and easy to understand.
  • Legal Alignment: The code ensures ticketing practices meet the standards of the Fair Trading Act 1986 and the Consumer Guarantees Act 1993, so buyers can trust the system.
  • Clear Dispute Resolution: Got a complaint? The code outlines straightforward steps to resolve issues fairly.

Ultimately, this transparency builds trust, empowering consumers and boosting confidence in the live events industry.

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A collaborative effort

This code wasn’t created in a vacuum. Over two years, it was developed with input from iTICKET, Eventfinda, Ticketek, Ticketmaster, EVANZ, and the New Zealand Promoters Association (NZPA). By bringing all these voices to the table, the code reflects the real needs of our industry and aligns with global best practices.

With such widespread support, any provider choosing not to adopt the code will face serious questions about their reliability. At iTICKET, we’re fully behind it because we believe it’s vital for maintaining trust and stability in our sector.

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What’s next?

Introducing this code is a big milestone, but it’s just the start. As the live events landscape evolves, a dedicated working group will continue to review and refine the code, ensuring it stays relevant and effective.

For us at iTICKET, supporting this code isn’t just about ticking boxes - it’s about doing the right thing for our customers and the industry. We’re committed to creating a ticketing experience that’s fair, transparent, and future-proof.

Together, under this new framework, we can build a stronger, more sustainable live events industry. Whether you’re a promoter, a venue, or a fan, everyone wins when ticketing is done right - and iTICKET is proud to lead the charge.

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