Privacy Policy

1. About this Privacy Policy

TRN TRADING PTY. LTD. (ABN 36 690 098 527), trading as TRN EVENTS ("TRN EVENTS", "we", "us" or "our"), respects the privacy of individuals who interact with our business.

This Privacy Policy explains how we collect, hold, use, disclose and protect personal information in connection with:

• concerts, festivals and live events;
• ticket sales and event registrations;
• presales and waitlists;
• websites and landing pages;
• competitions and promotions;
• email and SMS communications;
• social media;
• digital advertising;
• customer enquiries;
• artists, venues and event partners; and
• other event-related activities and services.

Where the Privacy Act 1988 (Cth) applies to our activities, we handle personal information in accordance with the Australian Privacy Principles (APPs).

We also manage electronic marketing communications in accordance with applicable requirements, including the Spam Act 2003 (Cth).

This policy should be read together with any event-specific ticketing terms, entry conditions, competition terms or collection notices provided when we collect your information.

2. What is personal information?

Personal information is information or an opinion about an identified individual, or an individual who is reasonably identifiable.

Depending on how you interact with TRN EVENTS, personal information we collect may include:

• name;
• email address;
• mobile number;
• residential or postal address;
• suburb, city, state or region;
• date of birth or age where relevant;
• ticket-holder details;
• booking and transaction information;
• event attendance information;
• marketing preferences;
• correspondence with us;
• competition entries;
• accessibility requirements;
• emergency contact details;
• website and advertising interaction data; and
• other information you choose to provide.

3. Ticketing and booking information

When you purchase, register for or receive tickets, we may collect or receive information including:

• purchaser name;
• ticket-holder name;
• email address;
• mobile number;
• ticket category;
• ticket quantity;
• booking or order number;
• purchase date;
• payment status;
• refund status;
• cancellation status;
• check-in or attendance status;
• seating or allocation information; and
• communications relating to your booking.

Payment card information is generally processed by our ticketing or payment providers.

TRN EVENTS does not intentionally retain full payment card details unless this is necessary, lawful and appropriately secured.

4. Waitlists, presales and registrations

If you join an event waitlist, presale list or expression-of-interest form, we may collect:

• your name;
• email address;
• phone number;
• location;
• the event or artist you are interested in;
• the number of tickets you may wish to purchase; and
• other information included in the registration form.

Joining a waitlist does not mean that you have purchased a ticket.

We may compare waitlist information with ticket-purchaser information to:

• understand event demand;
• identify duplicate records;
• determine whether a waitlisted person later purchased a ticket;
• manage future ticket releases; and
• improve event planning.

Matching may use information such as name, email address and phone number.

5. Information about other people

You may provide us with personal information about another person, for example where you:

• purchase a ticket for another attendee;
• register a group;
• nominate an emergency contact;
• provide details of a carer or support person; or
• otherwise provide information relating to another individual.

Before providing another person's information, you should ensure that you are authorised or otherwise entitled to provide it.

Where reasonably practicable, you should also tell that person that their information has been provided to TRN EVENTS and make them aware of this Privacy Policy.

6. Sensitive information

Some information is treated as sensitive information under Australian privacy law.

In an event context, this may include information about:

• health conditions;
• disability;
• accessibility requirements;
• mobility requirements;
• medical support requirements; or
• other sensitive circumstances you choose to disclose.

We collect sensitive information only where it is reasonably necessary for our activities and where you have consented, or where collection is otherwise permitted by law.

We generally use this information to:

• arrange appropriate accessibility support;
• assist with event safety;
• communicate relevant requirements to a venue or service provider; or
• respond to a specific request you have made.

We do not use health or accessibility information for advertising or general promotional targeting without appropriate consent.

Ordinary event photography or video is not automatically treated as sensitive information merely because a person appears in an image. Different rules may apply where biometric information is used for automated identification or verification.

7. Information collected automatically

When you visit our website, landing pages, ticket links or digital campaigns, technical information may be collected automatically.

This may include:

• IP address;
• browser type;
• device type;
• operating system;
• approximate geographic location;
• referring website;
• campaign source;
• pages viewed;
• links clicked;
• session information;
• date and time of access; and
• advertising or analytics identifiers.

Some of this information may be personal information where it can reasonably be linked to an identifiable individual.

8. How we collect personal information

We may collect personal information directly from you when you:

• purchase tickets;
• register for an event;
• join a waitlist;
• register for a presale;
• subscribe to email or SMS communications;
• enter a competition;
• contact us;
• complete a survey;
• interact with us through social media;
• attend an event; or
• submit information through our website.

We may also receive information from third parties including:

• ticketing platforms;
• venues;
• event organisers;
• co-promoters;
• artists and artist representatives;
• payment providers;
• marketing agencies;
• competition partners; and
• other event service providers.

9. Anonymity and pseudonymity

Where practical, you may interact with TRN EVENTS anonymously or by using a pseudonym.

For example, you may be able to make a general enquiry without identifying yourself.

In some circumstances, we need to identify you in order to provide a service.

This may include:

• processing a ticket purchase;
• replacing or verifying tickets;
• processing a refund;
• investigating a transaction;
• verifying age;
• providing certain accessibility arrangements;
• managing a complaint relating to your booking; or
• complying with a legal requirement.

Where identification is not reasonably necessary, we will not require you to identify yourself.

10. Unsolicited personal information

TRN EVENTS may occasionally receive personal information that we did not request.

If this occurs, we will assess whether we could lawfully have collected the information ourselves.

If we determine that we could not appropriately have collected it, and we are not required to retain it, we will take reasonable steps to destroy or de-identify the information where lawful and reasonable to do so.

11. How we use personal information

Event and ticket administration

• process registrations;
• administer ticket purchases;
• issue event communications;
• manage entry and check-in;
• verify bookings;
• manage ticket allocations;
• process refunds or cancellations;
• communicate event changes;
• respond to enquiries; and
• provide customer assistance.

Event safety and operations

• provide accessibility support;
• manage venue requirements;
• respond to incidents;
• communicate important operational information; and
• assist with event safety.

Business administration

• maintain financial records;
• prevent fraud;
• handle disputes;
• prepare internal reports;
• analyse event performance;
• forecast demand;
• improve our services; and
• comply with legal requirements.

12. Marketing communications

Where permitted by law, TRN EVENTS may communicate with you about:

• upcoming concerts;
• festivals;
• tours;
• artist announcements;
• presales;
• ticket releases;
• competitions;
• giveaways;
• special offers; and
• other TRN EVENTS activities.

These communications may be sent through:

• email;
• SMS;
• social media;
• online advertising; and
• other electronic channels.

We will send commercial electronic communications only where permitted by law.

You may unsubscribe from promotional communications at any time.

Unsubscribing from marketing does not prevent us from sending essential transactional or operational messages relating to an event or ticket you have registered for or purchased.

13. Unsubscribing from marketing

You may unsubscribe by:

• selecting the unsubscribe link in an email;
• following the opt-out instructions in an SMS;
• using another unsubscribe mechanism provided in the communication; or
• contacting TRN EVENTS.

We will process valid unsubscribe requests within the period required by applicable law.

We may retain limited information on a suppression list so that we can continue to respect your preference not to receive promotional communications.

14. Cookies and tracking technologies

Our website uses cookies and similar technologies to:

• operate website functionality;
• remember preferences;
• analyse website traffic;
• understand visitor behaviour;
• measure campaign performance;
• understand ticket-purchase journeys;
• measure advertising conversions; and
• improve our digital services.

You may be able to control tracking through:

• browser cookie settings;
• cookie preference tools made available on our website;
• Google advertising settings;
• Meta advertising settings; and
• other platform-specific privacy controls.

Disabling some tracking technologies may affect certain website functions.

15. Google Analytics and Google advertising

TRN EVENTS uses Google technologies for website analytics, campaign measurement and digital advertising.

These services may process information such as:

• website visits;
• pages viewed;
• campaign interactions;
• referral sources;
• device information;
• approximate location; and
• advertising identifiers.

We use this information to understand website performance, customer journeys and campaign effectiveness.

Google may independently process information in accordance with its own privacy policies and account settings.

Where customer-list matching functionality is used, identifiers such as email addresses or phone numbers may be converted into a hashed or otherwise protected format before being provided to Google for matching purposes.

This may be used to:

• create or refine advertising audiences;
• exclude existing customers from particular campaigns;
• measure campaign performance; or
• reach relevant audiences.

Users can manage Google advertising personalisation through their Google account and advertising controls.

16. Meta Pixel and Meta advertising

TRN EVENTS uses Meta advertising technologies, which may include Meta Pixel and related campaign tools.

These technologies may help us understand actions taken after a person interacts with our advertising, including:

• viewing an event page;
• joining a waitlist;
• registering for a presale;
• clicking a ticket link;
• completing an enquiry; or
• purchasing a ticket.

We use this information to:

• measure campaign performance;
• optimise advertising;
• understand customer journeys;
• create advertising audiences; and
• conduct retargeting.

TRN EVENTS may also provide customer identifiers such as email addresses or phone numbers to Meta in hashed or otherwise protected form for audience-matching purposes.

This may be used for activities including:

• Custom Audiences;
• excluding existing customers from particular campaigns;
• audience measurement;
• relevant event advertising; and
• creating similar or lookalike audiences.

Meta independently handles information in accordance with its own privacy policies and account settings.

Users can manage personalised advertising through their Meta privacy and advertising settings.

17. Ticket purchasers, waitlists and refunded customers

TRN EVENTS may maintain different statuses within its event management systems, including:

• waitlist registered;
• presale registered;
• ticket purchased;
• payment completed;
• ticket refunded;
• ticket cancelled;
• attended;
• did not attend;
• marketing subscribed; and
• marketing unsubscribed.

These statuses are separate.

For example:

• joining a waitlist does not mean that you have purchased a ticket;
• purchasing a ticket does not automatically mean you have consented to all future marketing;
• receiving a refund does not automatically remove you from all legally required business records; and
• unsubscribing from marketing does not prevent us from retaining necessary transaction records.

We may use reasonable data-matching and deduplication processes to maintain accurate records.

18. Social media

TRN EVENTS may operate accounts on services such as:

• Facebook;
• Instagram;
• TikTok;
• YouTube; and
• other social media platforms.

When you interact with us through these services, the platform may collect information independently.

Your use of those services is also subject to the privacy terms of the relevant platform.

19. Event photography, video and recordings

TRN EVENTS events may be photographed, filmed, livestreamed or otherwise recorded.

Images and recordings may be used for:

• event coverage;
• social media;
• event recap material;
• websites;
• publicity;
• advertising;
• future event promotion; and
• archival purposes.

Photography and filming arrangements may also be communicated through:

• ticket terms and conditions;
• event entry conditions;
• venue signage; and
• event-specific notices.

Where an individual is specifically featured in promotional content and additional consent is appropriate or required, we may seek further permission.

Image removal requests

If TRN EVENTS publishes an image or recording that identifies you and you have a genuine privacy concern about its continued use, you may contact us.

Please identify, where possible:

• the event;
• the relevant image or video;
• where it was published; and
• the reason for your request.

We will review the request having regard to the circumstances, applicable rights and legal obligations.

Submitting a request does not automatically mean that removal will be required in every case.

20. Children and young people

Some TRN EVENTS events may be attended by children and young people.

Age restrictions may vary depending on the event or venue and will be stated in applicable ticketing or entry conditions.

Where we collect information from a young person, we consider whether they are capable of understanding:

• what information is being collected;
• why it is being collected;
• how it may be used; and
• who it may be disclosed to.

Where appropriate, particularly for younger children, we may require a parent or guardian to provide consent or information.

TRN EVENTS does not knowingly use sensitive information relating to children for general direct marketing without appropriate consent.

Photography or filming involving minors may also be subject to event-specific arrangements, venue requirements or additional parent or guardian consent where appropriate.

21. Event partners and service providers

We may disclose personal information to organisations that assist us in delivering our events and services.

These may include:

• ticketing providers;
• venues;
• artists;
• artist representatives;
• co-promoters;
• production companies;
• security providers;
• event contractors;
• payment processors;
• marketing providers;
• email and SMS platforms;
• website hosts;
• IT providers;
• analytics providers;
• professional advisers; and
• regulatory, government or law-enforcement bodies where required or authorised by law.

We seek to disclose only information reasonably necessary for the relevant purpose.

22. Artists, sponsors and promotional partners

TRN EVENTS may work with artists, sponsors, brands and promotional partners.

We do not sell our customer database to unrelated organisations for their independent marketing.

Where an event, campaign or competition involves personal information being shared with another organisation for its own purposes, we will provide appropriate notice and obtain consent where required.

23. Ticketing and payment providers

When you purchase a ticket through an external ticketing provider, you may provide information directly to that provider.

The provider may have its own:

• privacy policy;
• terms and conditions;
• payment systems;
• security practices; and
• data retention arrangements.

TRN EVENTS may receive relevant booking information from the ticketing provider to:

• administer the event;
• manage attendance;
• provide customer service;
• communicate event information;
• administer event changes;
• process or assist with refunds; and
• carry out other permitted activities.

24. Overseas storage and disclosure

Some service providers used by TRN EVENTS may store or process information outside Australia.

These may include providers of:

• ticketing services;
• cloud storage;
• website hosting;
• analytics;
• advertising;
• email;
• SMS;
• social media; and
• customer-management systems.

The countries involved may vary depending on the service provider used.

Where Australian privacy law applies to an overseas disclosure, we will take reasonable steps required by applicable law.

25. Security

TRN EVENTS takes reasonable steps to protect personal information from:

• misuse;
• interference;
• loss;
• unauthorised access;
• unauthorised modification; and
• unauthorised disclosure.

Our security measures may include:

• limiting access to authorised personnel;
• password-protected systems;
• role-based access controls;
• secure cloud systems;
• confidentiality obligations;
• access reviews; and
• appropriate technical and organisational controls.

No electronic system can be guaranteed to be completely secure.

26. How long we keep personal information

We do not intend to keep personal information indefinitely.

Financial and transaction records

Records required for accounting, corporate, taxation or legal purposes may generally be retained for up to 7 years, or longer where required by law.

Ticket and booking records

Ticket and booking records may generally be retained for up to 7 years where they form part of our financial or business records.

Waitlist information

Inactive waitlist records that are not linked to an ongoing customer relationship will generally be reviewed for deletion or de-identification within 24 months after the relevant event.

Marketing information

Marketing subscriber information may be retained while you remain subscribed and for a reasonable period afterwards where required for recordkeeping or compliance purposes.

Unsubscribe records

We may retain limited suppression information for as long as reasonably necessary to ensure that your unsubscribe preference continues to be respected.

Accessibility or health information

Accessibility or health-related information will generally be retained only for as long as required to manage the relevant event and any related incident, complaint or legal obligation.

Incident and security information

Incident, insurance or security records may be retained for the period reasonably necessary having regard to legal, insurance, safety and dispute-resolution requirements.

When personal information is no longer reasonably required, we will take reasonable steps to securely destroy or de-identify it.

27. Access to your personal information

You may request access to personal information TRN EVENTS holds about you.

We may need to verify your identity before providing access.

We aim to provide a substantive response to an access request within 30 calendar days.

If more time is reasonably required because of the complexity or scope of the request, we will contact you and explain the expected timeframe.

In some circumstances, access may be refused where permitted by law.

Where required, we will explain the reasons for refusal and available complaint options.

28. Correcting your information

You may ask us to correct information you believe is:

• inaccurate;
• incomplete;
• out of date;
• irrelevant; or
• misleading.

We will take reasonable steps to consider and respond to correction requests.

29. Privacy complaints

If you believe TRN EVENTS has mishandled your personal information, you may make a privacy complaint.

We aim to:

• acknowledge your complaint within 7 calendar days; and
• provide a substantive response or outcome within 30 calendar days, where reasonably practicable.

If additional time is required, we will explain why and provide an updated timeframe.

If you are not satisfied with our response and the Privacy Act applies to the matter, you may be able to contact:

30. Data breaches

TRN EVENTS maintains procedures for responding to suspected or confirmed data breaches.

If a breach occurs, we will take reasonable steps to:

• contain the incident;
• investigate what happened;
• identify affected information;
• assess potential harm;
• reduce the risk of further harm; and
• implement appropriate remedial measures.

Where TRN EVENTS is subject to the Notifiable Data Breaches (NDB) scheme under the Privacy Act 1988 (Cth), we will assess suspected eligible data breaches and notify affected individuals and the OAIC where required by law.

31. Third-party websites

Our website, advertisements, social media pages and communications may contain links to third-party websites.

TRN EVENTS is not responsible for the privacy practices or security of independent third-party websites or platforms.

We recommend reviewing the privacy policy of any external service before providing personal information.

32. Changes to this Privacy Policy

TRN EVENTS may update this Privacy Policy from time to time.

Changes may be made because of:

• changes to our business;
• new event services;
• new ticketing systems;
• changes to advertising technology;
• changes to service providers;
• changes to legal requirements; or
• changes to how we handle personal information.

The current version will be published on the TRN EVENTS website.

The date shown at the beginning of this policy indicates when it was most recently updated.

33. Contact TRN EVENTS

For privacy questions, access or correction requests, image-removal requests, complaints or other privacy enquiries, please contact: