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Welcome to Wollongong’s Home of the Performing Arts

Safety Information

We’re committed to delivering safe & enjoyable performing arts experiences for you to enjoy.

Please note that as NSW Public Health restrictions and guidelines change, the information on this page will be updated. We recommend that you check this page 24 hours before your event.

We are also here to help between 10am and 4pm weekdays via email or by calling (02) 4224 5999.

Important information about your visit

Keeping you, our staff and performing artists safe is our number one priority, and we are operating in accordance with NSW Health rules and guidelines for entertainment venues.

When you visit, it is really important that you are feeling well, and prepared to stick to the safety practices of our venues. Face masks, digital check-ins and proof of vaccination are currently mandatory for all visitors. (This also includes everyone working on site.)

If you’re experiencing any COVID symptoms, even if they are very mild, or are required to isolate for any reason, you must stay home and contact us prior to your event to arrange a ticket exchange or refund.

As a condition of entry, all visitors must comply with NSW Public Health Orders in place at the time. Visitors who do not meet the health and safety requirements outlined above will not be permitted to enter.

FAQs

Q. What is the capacity and seating arrangements?

A. Our audience capacities are in line with current Government restrictions and may change as required. Currently, we are able to operate events at 100% of the seated venue capacity.
All patrons need to comply with allocated seating arrangements, and our staff will be there to assist. If you have any concerns about your seating arrangements, please contact the Box Office between 10am and 4pm weekdays to discuss.

Q. When should I arrive for my show?

A. We would advise you to arrive a little earlier than normal. We will be opening the auditorium doors 30 minutes prior to all events so that patrons can go straight through and find their seats. Once you’re in the auditorium you will need to remain in your allocated seats. Please be patient and respectful of the patrons around you. If you are waiting for guests, we ask that you wait outdoors.

Q. Can I get food or drinks?

A. For events at IPAC, food and/or drinks are available for guests at our on-site cafe, The Social. We recommend booking a table and arriving early. At show time, you are welcome to bring your drinks into the auditorium with you.
For events at the Wollongong Town Hall and The Music Lounge, a bar is available at the venue.
You must be seated when eating or drinking.  Card payment is encouraged when ordering at our bars.

Q. How will you be cleaning and sanitising your venues?

A. Venue cleaning remains at a high standard with professional grade disinfectants & soaps used throughout. All public areas, including bathrooms, foyers, cafe, bars and auditoriums are cleaned daily by a professional cleaner with additional COVID Safe infectious training. Our Front of House and Cafe staff will ensure all touch points in public spaces throughout the venue are cleaned & sanitised regularly before, during and after performances.

In the event of a suspected or confirmed case in our venues, we will close the theatre and professionally deep clean in accordance with health guidelines.

Q. Can I pay by cash?

A. Cash payment is accepted, however, we encourage cashless payment wherever possible.

Q. I don’t have a mobile phone. How do I check in?

A. All visitors are required to check-in on arrival at our venues. We recommend that you order a COVID-19 Check-in card from Service NSW.  Otherwise, our friendly staff can also help you check in when you arrive.

Q. I have purchased tickets to a show, but I have not had two doses of a COVID-19 vaccination. Can I still attend?

A. Entering our venues without being fully vaccinated is a breach of the Public Health Order effective from 11 October until at least 15 December 2021. You must be fully vaccinated to enter our venues during this time.  If you have purchased tickets and your event falls in this period, we will be happy to arrange a refund or exchange. You must contact us by email prior to your event.

If you have a valid medical exemption, you need to provide us with a copy of the NSW Health Medical Contraindication form signed by your GP or specialist. A secure digital copy will be kept on file for up to 30 days after your visit.

Q. How will you be checking COVID-19 vaccination status?

A. Currently, visitors can show proof of vaccination status to our staff in any of the following ways:
– Your COVID-19 digital certificate which shows proof of your COVID-19 vaccinations that you can add to a digital wallet (like Apple Wallet or GPay).
– A copy of your Medicare immunisation history statement which lists your COVID-19 vaccinations and all other vaccinations.

Your proof of vaccination can now be integrated with the Service NSW app, making it easier for you to check-in. Click here to visit the Service NSW website for more details.

If you have a valid medical exemption, you must provide us with a copy of the NSW Health Medical Contraindication form signed by your GP or specialist. A secure digital copy will be kept on file for up to 30 days after your visit.

Q. Can unvaccinated children enter the venue?

A. People under 16 years of age who are not fully vaccinated must be accompanied by a fully vaccinated household member.

Q. If I am required to self-isolate, can I get a refund?

A. Yes. If you or a member of your household is required to self-isolate, and the event falls within the isolation period, you must not attend the theatre and you are eligible for a full refund.
This includes anyone diagnosed or in close contact with an active case of COVID-19, anyone waiting for COVID-19 test results, as well as returned travellers within the isolation period. Please see NSW self-isolation rules for more information.
Please call (02) 4224 5999 or email boxoffice@merrigong.com.au prior to your event to arrange your refund. You may need to supply supporting documentation with your refund request.

Q. It’s the day of my event and I’m not feeling 100% well. What do I do?

A. Even if you have very mild symptoms, you must stay home, and we will be happy to offer you an exchange or a gift certificate to the value of your ticket.
Please note that if you’ve booked as part of a group, ticket exchanges are only valid for you and anyone living in your household. Please call (02) 4224 5999 or email info@merrigong.com.au prior to your event.

Q. Do I have to wear a mask?

A. Yes. The use of face masks is compulsory.

Q. I have a health condition that means I can’t wear a mask. What do I do?

A. If you have a physical or mental health illness or condition, or disability, that makes wearing a fitted face covering unsuitable, you may be exempt from wearing a mask. Please inform a staff member on arrival at the venue, and you will be issued with a sticker to be displayed on your person at all times while in the venue.

Q. I am very nervous about attending my event. What can I do?

A. We understand that you may be nervous about attending public events. Rest assured that we are operating in accordance with the latest advice from NSW Health at all times. The best ways to protect yourself are to wear a mask, and to regularly wash your hands for at least 20 seconds with soap (or alcohol-based hand rub) and to physically distance where possible. Please avoid congregating in foyers or bars and remain in your allocated seats for the duration of the performance.
If you are at-risk of severe illness from COVID-19 (e.g., have a chronic medical condition, compromised immune system, are over 70 years of age, or other higher risk group), you may be eligible for an exchange of your tickets. Please email info@merrigong.com.au no more than 7 days prior to your event with the details of your request. Or call us on (02) 4224 5999 if you would like to speak to one of our team.

Q. How far out from an event can I request a refund or exchange?

A. A request for an exchange or refund can only be made up to 7 days prior to your event. Please email the details of your request and circumstances to info@merrigong.com.au.

For the latest public health updates

Visit NSW Health or call the NSW Health Department Helpline 1300 066 055.

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