• AAMI are the official naming rights partner of AAMI Park
• Established in 1970, AAMI today has more than 2.5 million policy holders and is a leader in car insurance, home insurance, compulsory third-party insurance and small business insurance.

• Melbourne & Olympic Parks (M&OP)is very committed to delivering an experience driven by equality, inclusion and accessibility for all guests
• Disability refers to several conditions that effect people and the way they go about their daily life
• A disability can be:
  • Physical
  • Intellectual
  • Sensory
  • Neurological
  • Learning related
  • Disease or injury related
• It is important to remember that disabilities may not be visible and guests may have invisible disabilities that may not seem obvious. It is important to treat all guests with respect and if a guest indicates they need to use an accessible facility you should allow them to do so without question
• At M&OP we strive to all guests can have the most enjoyable experience possible.
• This new line added.

• AAMI Park offers accessible and companion seating on Level 1 and Level 3
• Pre booked tickets for guests with accessibility requirements is done directly through Ticketek for the Melbourne & Olympic Parks Accessible Seating Service:
  • Reach them by phone on 03 9286 1208
  • Submit a request to be contacted online by visiting https://help.ticketek.com.au/hc/en-us/requests/new
• If lodged online, the Ticketek Accessible Seating team will contact you to finalise the transaction
• If there’s still availability, tickets may also be purchased on the day from the ticket windows at Ticket Sales F (East) or Ticket Sales E (West) on Ground Level
• If a guest has booked standard seating but has an accessibility requirement, they are encouraged to call the Ticketek Accessible Seating Service as soon as possible
• If the guest(s) arrive at an event with an accessibility requirement which was not accounted for at time of booking, M&OP team members will do what they can to re-locate them to an appropriate area, however this may not always be possible
• There are two types of accessible seating at AAMI Park:
  • Wheelchair Accessible Seating
  • Enhanced Amenity Seating (EAS)

• Access to the Stadium for guests with accessibility requirements is via Olympic Boulevard ONLY. There is no access from Batman Ave
• Guests with accessibility needs will generally be ticketed to enter the Stadium via Gate 2 or 7
• Gate 2 and Gate 7 have an accessible turnstile to accommodate access for guests with accessibility needs
• Gate 4 (Olympic Park Room) & Gate 5 (Corporate Suites) also have accessible turnstile for guests with accessibility needs ticketed for Level 2 corporate areas
• Guests with accessibility needs may be dropped off/picked up in the Drop Off areas located before the boom gates on Entrance E (for Gate 5 or Gate 7) and Entrance F (for Gate 4 or Gate 2)
  • The areas are for drop offs only. There is strictly no parking unless a disabled bay is pre booked through Ticketek.
• External lifts are located halfway down the roadway at Entrance E and at Entrance F to enable guests with accessibility needs to get from Ground Level to Level 1 External Concourse and Gates 2 or 7
• Internal Lifts 1, 2 & 3 (Aisle 7) and 4 & 5 (Aisle 24) facilitate movement within the Stadium. There are no ramps either externally or internally
• Guests with accessibility needs ticketed for Level 2 East - Olympic Park Room or Level 3 East Aisles 1-10 must be referred to Lift 1, 2 & 3 at Aisle 7
• Guests with accessibility needs ticketed for Level 2 West - Corporate Suites or Level 3 West Aisles 21-30 must be referred to Lifts 4 & 5 at Aisle 24

• Familiarise yourself with all accreditation passes in your Event Information/Briefing Notes for samples and details of Event-specific accreditation and what access each pass permits
• AAMI Park also has their own Accreditation system
• These are different from the M&OP passes
• Accreditation passes are applicable for all events
• Each venue hirer has their own accreditation system in place No one should be entering areas without the appropriate accreditation
• All accreditation passes must be facing the correct way and physically checked prior to granting access to the specific area
• No person is provided entry without a valid accreditation pass or ticket
• At each position or access point, there will be an accreditation board displayed with details of what passes can go past that point. This will vary depending on the location and event.

• Familiarise yourself with all accreditation passes in your Event Information/Briefing Notes for samples and details of Event-specific accreditation and what access each pass permits
• Accreditation passes are applicable for all events
• Each venue hirer has their own accreditation system in place 
• No one should be entering areas without the appropriate accreditation
• All accreditation passes must be facing the correct way and physically checked prior to granting access to the specific area. No person is provided entry without a valid accreditation pass or ticket
• Make sure you familiarise yourself with the accreditation board at your position At each position or access point, there will be an accreditation board displayed with details of what passes can go past that point. This will vary depending on the location and event.

Location: Olympic Boulevard, Melbourne 3001 

Postal: GPO Box 4611, Melbourne 3001

• Event tickets and the Stadium wayfinding signage system use Levels and Aisles as the primary means of directing guests
• Aisles should be used as much as possible when directing guests around the Stadium
• Guests are unable to circulate the Stadium on Level 2 or 3 and therefore must be referred to the correct lifts or stairs to access their seat.
• Aisles 11 to 20 and 31 to 38 do not exist on Level 2 or Level 3, only Level 1

The distribution of promotional items, flyers, pamphlets, samples, gifts, products and printed materials as well as solicitation of signatures is not permitted without authorisation from Venue Management. 

Details of persons authorised for any activity listed above will be included on the Event Information/Briefing Notes. 

Any person suspected of unauthorised activity must be reported to your Supervisor or the Venue Control Centre (VCC)/Stadium Communication Centre (SCC).

Guests can report antisocial behaviour or any guest concerns by sending a text to 0421 268 555 during an event. 

The number is displayed on MATV screens around the concourse and food & beverage outlet facilities, as well as being permanently displayed within the seating bowl 

The texts are monitored and managed by the SCC Operator/Supervisor

Area Wardens should take direction from the Chief Warden. It should be clearly understood that the primary duty of Area Wardens is not to combat emergencies, but to ensure, as far as practicable, the safety of the occupants and their orderly evacuation from the danger zone. 

Area Wardens are responsible for the evacuation of all guests, contractors and team members in their area, if required, due to: 

- An immediate danger in your area (notify the VCC/SCC immediately of your decision) 

- An instruction from the Chief Warden 

- An instruction from the Communications Officer 

- A Public Address announcement 

- An EWIS/Evacuation siren 

Area Wardens are required to: 

- Inform and instruct all wardens in your area 

- Delegate (checking toilets, plant rooms, stairwells, etc.) 

- Inform wardens of change of exit or assembly area 

- Provide timely information to the Chief Warden 

- Conduct daily inspections of the area prior to occupancy 

- Direct and assist wardens 

- Ensure your area is completely evacuated if safe to do so

Internal: 

Level 1 - Gate 2 Level 1 - Gate 7 

External:

 Ground Level Entrance E – under North West Stairs to Level 1 Ground Level Entrance F – under North East Stairs to Level 1

The Authorised Officer is appointed under the Major Events Act 2009. The Act protects the right to a safe and enjoyable environment for participants and guests attending major events in Victoria. 

The Act primarily supported Major Sporting events, however, was updated in 2019 to now include cultural events, including theatre events, concerts, gallery exhibitions and festivals. The update ensures greater protection for the community from ticket scalpers. 

Generally, the Event Manager is the nominated Authorised Officer at events. An Authorised Officer has the power to: 

- Search and inspect 

- Power to require name and address 

- Surrender to confiscation of prohibited items 

- Direct guests to leave the event venue or event area 

- Direct guests to leave for disruptive behaviour

Back of House (BOH) is located at Ground Level – West BOH is accessible via the Players & Official’s Entry. 

The following facilities are located within the Back of House area: 

- Team Change rooms 

- Theatrette 

- Referee Change room 

- Drug Testing Room - Photographers Room 

- Gymnasium - Pool 

- Melbourne Victory & Melbourne Storm’s exclusive Locker, Physio and Doctor Rooms 

- Match Day Medical Room 

- Main First Aid Room 

Refer to individual rooms for more information i.e. Refer to G – Gymnasium.

Backpack and Bag Restrictions are dependent on the Event. 

Sporting / Family events - backpacks and bags may be permitted if they fit under your seat. 

Concerts - No backpacks of any shape or size, including handbags that can be worn as a backpack, are not permitted. 

All other bags need to be 40x30x30cm or smaller. 

If you need a backpack or bigger bag for medical purposes, this is permitted, but you will still need to be ready to be searched when entering the venue and event team members need to be notified of bags needed for medical reasons. 

Refer to C - Conditions of Entry, P - Prohibited Items or Event Information/Briefing Notes for further information.

Prior to entering the venue all guests will be asked to consent to an inspection of their bags and other belongings for prohibited items. Guests refusing an inspection will be refused entry into the venue. 

Refer to C - Conditions of Entry.

A bootlegger refers to the unauthorised sale or distribution of products. 

This is typically seen either before or after an event where a person is selling unauthorised copies of artist merchandise external to the venue/precinct. 

The only official point of sale for Merchandise at any event is through the venue Merchandise outlets. 

If a team member witnesses or is made aware of the unauthorised sale of Merchandise it should be reported to the VCC/SCC.

Bus routes which stop within easy walking distance of the precinct and venues include: 

Bus 246 (Latrobe Uni – Elsternwick Station) stops at corner of Olympic Boulevard and Punt Road. 

Other nearby bus stops include: 

• Swan St/Punt Rd 
• Rowena Parade/Punt Rd 
• Wellington Pde/Hoddle St 
• Bridge Rd/Hoddle St
• Anderson St/Alexandra Ave

Located: Bus Park, via Entrance D off Olympic Boulevard 

Cost: $50.00 per bus. 

Parking is subject to availability and bookings are essential. Go to https://prebook.mopt.vic.gov.au

There are several Café onsite at the M&OP precinct which are open to the public: 

Collective Café. Refer to C - Collective Café for more details. 

Edwin’s Café. Refer to E - Edwin’s Café for more details 

Glasshouse. Refer to G - Glasshouse for more details

The following are not permitted into the Stadium: 

• Professional cameras, audio recording devices or video cameras (including iPads and tablets) 
• Camera Tripods and detachable lenses above 300mm 

This policy is subject to change. 

Refer to C - Conditions of Entry or Event Information/Briefing Notes for event specific restrictions.

The following are not permitted into the venue: 

• Professional cameras including; DSLR, mirrorless or any cameras with a detachable lens (some events prohibit the use of all cameras, or flash photography) 
• Audio recording devices or video cameras 
• Camera Tripods 

This policy is subject to change – please refer to Event Information/Briefing Notes for event specific restrictions.

M&OP has the following Car Parks – 

• Entrance A – access to Northern Car Park. Public Parking available. 
• Entrance B – authorised personnel parking only. No Public Parking. 
• Entrance C – authorised personnel parking only. No Public Parking. 
• Entrance D – access to John Cain Arena Loading Dock (authorised personnel parking only), Eastern Plaza Car Park and Bus Car Park. Public Parking available. 
• Entrance E – stadium authorised parking only. No Public Parking. 
• Entrance F – stadium authorised parking only. No Public Parking. 
• Entrance G – currently non-operational, utilised for Australian Open only. 

Parking throughout the M&OP precinct can be booked online at www.mopt.com.au. Pre-booked event parking is at the discounted rate of $20.00 and must be booked prior to 11:59pm the day prior to the booking. 

Limited public parking may be available at other M&OP car parks at $30.00 per car. Availability is dependent on other events in the precinct. 

Yarra Park at the Melbourne Cricket Ground (MCG) is generally open for large events, however, guests should check prior for availability. Parking throughout the M&OP precinct is severely limited. Guests are strongly encouraged to use public transport.

O’Brien Group Australia (OBGA) are the contracted caterer at the Stadium for the provision of all corporate and retail food and beverage. 

Refer to O – O’Brien Group Australia (OBGA) for further information. 

Refer to F - Food and Beverage Outlets for future information. 

Calibre Feasts is the caterer for the onsite café only – Edwin’s Café. Refer to E – Edwin’s Café for more information.

Baby change tables are available in all accessible (disabled) toilets and in the Parents Room located at Level 1 Aisles 18 and Aisle 37. 

There is an adult change table located in the accessible toilet at Level 1 Aisle 37.

A baby change table is also available at Edwin’s Café (External – Ground Level North) within the accessible toilet. 

Refer to Multi-Level Directional Map

The age for free tickets is determined by the hirer. 

Any child admitted free into the venue is not entitled to occupy a seat. 

The child must sit on the lap of the accompanying ticketed guest in a reserved seating area. 

In the absence of a free age being stipulated the standard M&OP Policy will apply. 

The standard policy stipulates that: 

• Any child aged 3 and under (0-3) for RLA, MCA & JCA events will be admitted free entry 
• Any child aged 4 and under (0-4) for AAMI Park sporting matches will be admitted free entry 

Exceptions to this policy are children's events, which require all children 12 months and over to hold a valid ticket. 

Note: This is a guide and subject to change per event and hirer.

Cleaning services at all venues is outsourced and managed by Cirka who are the Precinct's Cleaning Service Partner. 

They are contracted to complete all cleaning operations at M&OP which includes pre, during and post-event cleans as well as ongoing maintenance cleans of venues .

All requests for cleaning during an event should be referred to the VCC/SCC. 

Cirka's administration office onsite is located in John Cain Arena on Basement level opposite the Arena Management offices next to Staff Entry.

Located: 

• Coaches Box 1 - Level 2 West – next to Media Centre (South) 
• Coaches Box 2 - Level 2 West - next to Media Centre (North) 

Access: 

• Lift 4 & 5 Aisle 24 
• Gate 6 stairs Aisles 23 & 24 or Gate 8 stairs Aisles 27 & 28. 

MSS Security manage the coaches runs to and from Back of House areas.

The Collective Café is open to the public Monday to Friday, between 7:30AM – 5:00PM. 

Collective Café is managed by Delaware North.

Location: Level 2 – Tennis HQ.

Access: Northern Car Park/Garden Square and Rod Laver Arena Tram Stop

M&OP are committed to the Companion Card Scheme. All venue hirers are required to participate. 

The Companion Card is a card issued by the Victorian Government to people with a profound disability who require the assistance of a companion to access the venue and event. 

The Companion Card Scheme entitles a companion to one complimentary ticket for free entry to an event when attending with the card holder. When booking tickets the card holder is required to quote their card number and then bring their card to collect the ticket at the event. 

For more information contact the Companion Card Information Line on 1800 650 611.

All complaints, where possible, should be resolved on the day by team members, with assistance from a Supervisor or Event Manager if necessary. 

Guests with complaints that that cannot be resolved on the day must submit their complaint in writing to receive a response. 

The Information Desk/Customer Service Centre has business cards that include the contact details of where guests need to send a written complaint. These are given out to guests as required. Please advise the guest they need to email our Guest Services team with information including, the event attended, a description of what happened and their desired outcome when submitting a written complaint. 

All feedback received is read and complaints will be escalated throughout the business as required to reach a resolution if necessary. Guests may email or post their complaint to: 

enquiries@mopt.vic.gov.au 

OR 

M&OP Management 

GPO Box 4611 

Melbourne 3001

Concessions applicable for an event are determined by the hirer. 

Guests must prove eligibility for concession by producing valid concession documentation when purchasing a concession ticket. 

Guests must prove eligibility for concession when entering the venue by producing valid concession documentation with their event ticket on entry. 

Any person holding a valid and current: Seniors Card, Pensioner Concession Card, Full-time Student Card, Library card (for Juniors only), Repatriation Health Care Card or are Totally and Permanently Incapacitated. 

Health Care Cards are not accepted as a form of concession. 

If a valid and current concession card is not presented, entry to the venue may be refused. 

A guest who is unable to produce valid concession documentation at the Box Office/Ticket Sales outlet must not be allowed to purchase a concession ticket.

All contractors and personnel in a working capacity must complete the Online Safety Induction prior to commencing work onsite. Inductions can also be completed on the spot prior to entering the venue via this link: http://www.onlineinduction.com/mopt/.

Artist and performers are not required to complete this induction.

All contractors and personnel requiring access to the Catwalk must complete the specific Catwalk Induction (online) and can only be granted access by the designated Contract Manager or M&OP Operations Supervisor.

All contractors and personnel should be referred back to their Contractor Manager for access to the induction.

Refer to S – Service Partners for further information on venue event contractors.

Access:

• Gate 4 - Corporate Dining (Olympic Park Room)
• Gate 5 - Corporate Suites 1-24.
• Note: accredited media may also enter via Gate 5 on an event day.

Location:

• Gate 4 - Ground Level off Entrance F (East)
• Gate 5 - Ground Level off Entrance E (West)

Couriers must be directed to M&OP Reception at Tennis HQ Administration Building (THQ), located in the Northern Car Park. Access for couriers is via Entrance A (off Batman Avenue) for small, mid-week deliveries. Courier and delivery drives can contact Reception on 9286 1600.

Couriers for AAMI Park must be directed to the Stadium Security Office off Entrance E.

Refer to D - Deliveries for further information and event specific delivery information.

Unauthorised event team members must not sign for or accept any items delivered by courier. This may change for Special Events, please refer to Event Information/Briefing Notes for further information.

Courtsiding is the practice of transmitting information from an event for the purpose of gambling, or placing of bets directly from an event, predominately seen in sport.

Courtsiding is not permitted in venue and any team member that suspect a guest of courtsiding or displaying unusual behaviour that is not typically seen are to notify a Supervisor or VCC/SCC.

Any person working in a security or crowd control capacity or position at M&OP’s venues must hold the appropriate security or Crowd Control License for their duties.

All staff will hold a minimum qualification of Certificate II in Crowd Control.

All security staff working in a security or crowd control capacity must carry their valid license with them  at all times, sign in and out of the Crowd Control Register and wear a security number or accreditation, issued by M&OP or M&OP’s security contractor.

Crowd Controllers and Security Guards will be familiar with and act in accordance with all relevant legislation.

M&OP endeavours to make a space available for a Cry Room although this is subject to event mode and an available spaces, a designated space isn't available and cannot always be guaranteed.

Refer to Event Information/Briefing Notes for further information or contact VCC/SCC

There are two Customer Service Centres (CSC’s) located externally on Level 1:

• Gate 1 (Level 1 Aisle 3) Customer Service Centre (East)
• Gate 8 (Level 1 Aisle 28) Customer Service Centre (West)

Gate 1 Customer Service Centre – 9286 1157

Gate 8 Customer Service Centre – 9286 1159

The Customer Service Centres provide the following services:

• General information
• Cloaking
• Administration of lost and found property
• Reception area for lost and found children / persons
• Customer feedback and complaints

For any ticket scanning or seating issues or general ticket sales, upgrades or collections, refer the guest to Ticket Sales E or F.

A guest with a ticket that will not scan at the turnstile must not be admitted into the Venue.

The guest must be referred to the closest Ticket Box Office /Ticket Sales outlet. Refer to T - Ticket Sales.

The Ticketing team members will check the ticket to ensure that it is a valid event ticket and if so re-print the ticket for the guest so that it can be scanned.

Defibrillators (AED) are located in the following areas:

• Within the Stadium Security Office, Ground Level West via Entrance E
• Eastern Admin Corridor for Tenants, Ground Level - East

Defibrillators will also be located in the First Aid Post(s) and/or with roving St John crews.

Asthma Kits are also located with the Defibrillators. Refer to A  Asthma Kits

Delaware North Catering (DNC) is M&OP’s Catering Service Partner responsible for all catering at the Arenas, including RLA, MCA and JCA.

DNC manage all food and beverage requirements including corporate catering and retail food & beverage outlets.

DNC have an administration office onsite located on the 5th Floor of M&OP’s Tennis HQ Administration Building.

Large event deliveries must be directed to the relevant venue locations at the request/approval of Venue Management.

• RLA & MCA: M&OP Gate House (Entrance C), Batman Avenue
• JCA: Stage Door (Entrance D)
• AAMI Park: Stadium Security Office (Entrance E)

Unauthorised event team members must not sign for or accept any items delivered by courier.

Healthy food options (gluten friendly) available at:

Level 1

- Aisle 4

- Aisle 28

Vegetarian food options available at:

Level 1

- Aisle 4

- Aisle 28

Always refer to  Event Information/Briefing Notes for food and beverage outlets in use.

Think Person First! Treat everyone equally as a person and not a person with a disability.

Don’t make assumptions

No two people are alike and no two people with a similar impairment are alike.

Listen to the guests needs and ask what assistance you may offer.

Be knowledgeable of services we offer, be prepared to answer accurately.

Always address the guest rather than their companion, unless indicated otherwise.

Keep good eye contact, be relaxed and talk normally.

Avoid Jargon; use plain language, making it easy to understand.

Guests are encouraged to wear a top (e.g. Shirt, singlet ) at all times.

Guest must always have footwear (e.g. shoes, thongs, sandals)

Designated passenger drop off areas are available across the precinct in the following locations::

• In front of John Cain Arena on Olympic Boulevard
• Opposite Gosch’s Paddock on Olympic Boulevard
• Within the Northern Car Park (Entrance A – Batman Avenue), near Garden Square
• Mobility impaired passengers may be dropped off before the boom gate at Entrance F (East) and Entrance E (West) near AAMI Park

Guests should be directed to use these zones, especially for those who may experience mobility issues. A time limit applies in these areas and will be enforced.

Car park attendants located at near each Entrance will coordinate which vehicles are permitted access to the drop off areas.

Additional designated drop off zones may be implemented depending on the event, for example parents dropping off their children to a concert with a demographic under the age of 18.

Refer to your Event Information/Briefing Notes for further information.   

If a same seat allocation problem is reported where two guests have a ticket for the same seat, team members should do the following:

Carefully check both sets of tickets ensuring that event, event date, level, aisle, row and seat number are the same.

Re-direct the guest who is in the wrong seat.

If the tickets are the same clearly mark who belongs to which tickets.

Temporarily seat the guests (if seats are available) and call a Supervisor.

If the guests do not want to wait for a Supervisor refer them to the closest Ticket Box Office/Ticket Sales outlet

The Supervisor will take both sets of tickets to the closest Ticket Box Office/Ticket Sales outlet where Ticketing team members will investigate and resolve the issue.

If necessary Ticketing team members will provide alternative seating for either party.

If a ticket is a member ticket, the member is entitled to their seats and the Ticketek holder will need to be relocated.

EFTPOS/Tap & Go is available at all catering outlets and most merchandise outlets (may differ from event to event).

No minimum purchase  required and all major cards are accepted.

All guests are able to collect a pair of ear plugs at the nearest Information Desk/Customer Service Desk of the venue they are attending.

Refer to I - Information Desk (for RLA, MCA & JCA) or C - Customer Service Centre (for AAMI Park) for further information

The Edwin Flack Bridge links the south side of Olympic Boulevard (Olympic Park) to the north side of Olympic Boulevard (Melbourne Park).

It is located externally at AAMI Park on Level 1 West Concourse (near Gate 8) and continues to John Cain Arena, the National Tennis Centre and the Eastern Plaza.

Located: Ground Level North of AAMI Park

Access: via Olympic Boulevard

Edwin’s Café is managed by Calibre Feasts (not O’Brien Group Australia)

Edwin’s is a cafe that is open to the public Monday – Friday between 7:00am-3:30pm.

Edwin’s cafe may open pre, post or during an event. Please refer to the Event Information/Briefing Notes for event details.

Edwin’s Café also can also cater for private functions

Refer to E - Emergencies for further information

Alert Alarm "Beep, Beep, Beep" - all area wardens and wardens to respond. All other occupants standby-by for instructions from wardens. This is not an evacuation alarm.

Evacuation Alarm “Whoop, Whoop, Whoop” – instruct people in your area to evacuate to the nearest Assembly Point as directed by the Chief Warden.

• Put on your Warden Hats / Vests ;
• Do not use Lifts during an emergency;
• Ensure Fire/Smoke doors remain closed;
• Remain calm;
• People with accessibilty needs should be moved to a safe area to wait for Emergency Services to assist them.

Use the public message (as listed below) when asking people to evacuate:

“This is an emergency evacuation, it is not a drill. Please move calmly to the nearest exit then move outside the venue. Do not use the lifts or your mobile phones.”

If any person in your area refuses to leave, ask them firmly a second time, then leave without them. Report this situation (number of people and locations if possible) to your Area Warden.

Once the area is evacuated, all Wardens should move to the designated assembly area assisting guests on the way to the assembly point.

Chief Warden - White Hat/Vest

Area Warden - Yellow Hat/Vest

Warden - Red Hat/Vest

Refer to Emergency Procedures attached to the Event Information/Briefing Notes.

Red = Fire or Smoke 

Orange = Evacuation

Yellow = Internal Emergency (failure or threat to essential services)

Purple = Bomb Threat or Suspect Package

Black = Personal Threat (Armed or dangerous person) 

Blue = Medical Emergency

Brown = External Emergency

Report emergencies by Radio, Landline, WIP, Mobile Phone or Runner, to the VCC/SCC. State the below –

• Your call sign / name
• Code _______________ (Emergency Code Colour)
• Exact Location
• Details of the emergency
• Assistance Required / Action Taken

In the unlikely event of an emergency requiring evacuation, the M&OP Emergency Management Plan will be implemented.

The public address announcer will read a message asking guests to exit the venue by the nearest safest exit in an orderly manner and direct them to the designated Assembly area.

Refer to Event Information/Briefing Notes for Assembly Area map.

Refer to W – Wardens for further information on responsibilities of being a Warden.

The following entries are in the Stadium:

Gates 1 to 8 . Refer to G – Gates

Staff Entry. Refer to S – Staff Entry & Sign On

Players and Officials Entry. Refer to P – Players and Officials Entry

Gates 4 & 6 used as Corporate Entry points to the Stadium and are separate to general public gates and located on Ground Level.

Refer to Event Information/Briefing Notes for further information

AAMI Park has 8 gates for public entry into the Stadium.

• The main public entrances are at Gates 2 & 7.
• Additional public entry points may be open for large events, which include Gates 1 & 3 (Gosch's paddock side of the venue) and Gates 6 & 8 (Olympic Park side of the venue)

All public gates are located on Level 1

Refer to G - Gates for further information.

Event Workforce Group (EWG) are M&OP's front of house service partner.

EWG provide additional Patron Services and Merchandise team members for events held at all venues.

EWG team members sign on area is shared with M&OP at Staff Sign On.

Administration offices are located off site.

Upcoming events at M&OP can be found on the precinct's website:

- www.mopt.com.au/event/coming-events/

Or alternatively on each individual venue's website:

- AAMI Park: www.aamipark.com.au/event/coming-events/

- John Cain Arena: www.melbournearena.com.au/event/coming-events/

- MCA: www.margaretcourtarena.com.au/all-events/

- Rod Laver Arena: www.rodlaverarena.com.au/coming-events/

Evictions should be carried out by a crowd controller, and where possible a supervisor should be present.

Any decision to evict a person(s) should be made by the Event Manager or by the delegated authority given to a Security or Sector Supervisor within the Conditions of Entry or under the Major Events Act 2009 (Vic)

If you are involved in an eviction, please ensure you complete the Incident Report within the new Crowd Control Register, plus the M&OP Incident Report (both available at Staff Sign On). These MUST be completed by the end of your shift.

All evictions must be called through to VCC/SCC as they are happening to ensure the incident actions, number of evictions occurring and the reason for eviction are all logged and also captured on CCTV where possible.

Also referred to as the Fire Control Room.

Located: Ground Level West - Adjacent to Stadium Security Office

Access: Entrance E off Olympic Boulevard.

First Aid kits are located in the following areas:

• Main First Room – Ground Level West – Back of House
• First Aid Room - Level 1: Aisle 1
• First Aid Room - Level 1: Aisle 21
• Stadium Security Office – Ground Level West via Entrance E
• Staff Break Area – Ground Level East via Staff Entry
• Staff Tea Room – Level 1 North – Aisle 32
• Staff Tea Room – Level 2 West – opposite Suite 22
• Horticulture Workshop - Ground Level - South End

Refer to D - Defibrillator and A - Asthma Kits for further information on location

Flags, poles and banners exceeding 1 metre in length are considered prohibited items and are not permitted into the venue, flag poles exceeding 1 metres may not be cloaked. Insert AP flag pole 1.6m in here Guests are required to surrender the item to a team member or return the item to their vehicle.

The following items are also not permitted into the venue:

• Large banners that take up more than the guest's seat.
• Flags and banners which may cause offense to guests, team members, hirers, performing artists or athletes.
• Flags and banners which conflict with venue or event sponsors and/or are advertising.

A hirer may also enforce further or ease existing restrictions on the types of flags and banners permitted into the Venues.  For example, for international netball or basketball events, only the national flags of the competing teams may be permitted at the event. Refer to the Event Information/Briefing Notes for confirmation.

It is the responsibility of trained security staff and/or Victoria Police (if onsite) to manage any flare related incidents within the Stadium.

If you suspect a guest may be in possession of a flare/incendiary device or you witness a flare ignited then please notify the SCC/VCC as soon as possible.

Please refer to the Flare Management Procedure for the latest protocol.

Retail Food and Beverage is supplied by Stadium partner O’Brien Group Australia.

Food outlets are located at:

Coffee carts are also positioned in up to 6 locations on Level 1 & Level 3.

Soft drinks/water is available at all food outlets. No alcohol.

Beverage outlets are located at:

A guest who has forgotten their ticket (left it at home or work etc.) must not be permitted into the venue without a valid ticket.

A forgotten ticket should be reported to a Ticket Box Office/Ticket Sales outlet as soon as possible. A M&OP Team Member should direct a guest who has forgotten their ticket to the nearest Ticket Box Office/Ticket Sales outlet

Once notified of the forgotten ticket, Ticketing team members will check to ascertain if the ticket has already been used for entry into the event.

If the ticket has already been used for the event, the guest will be required to purchase a new ticket.

If the ticket has not been used Ticketing team members will cancel the original ticket and make it invalid for entry. The ticket will scan STOP with the message ”Ticket Not Valid” at the turnstiles.

The ticket will be replaced by Ticketing team members provided that the ticket owner and seat allocation can be verified.

Located at City Entry (Northern Entry), a garden area that is open to the public.

Access to RLA, MCA and CENTREPIECE is through Garden Square.

The Rod Laver Arena Tram Stop (Route 70) is also located adjacent to Garden Square

Gate opening time is determined by the Hirer. Refer to Event Information/Briefing Notes for exact gate opening time.

Stadium entrance gates must remain closed, regardless of the time, until the direction to open is communicated by the Event Manager via the Stadium Communication Centre (SCC).

Those who require access prior to Gate Opening must get approval from the Event Manager or the Stadium Security Office (Security).

The Stadium has eight Gates numbered 1 – 8.

Gates 1, 2 & 3 (East, Gosch's Paddock side) and 6, 7 & 8 (West., Olympic Oval side) are public access Gates on Level 1.

The main Gates are 2 & 7.

The smaller Gates (1, 3, 6 & 8) will only be utilised for larger events.  These gates are split into two sections and can be partially opened if required.

Level 1 Gate 2 (East) and 7 (West) are the designated disabled entries with accessible turnstiles to accommodate wheelchairs or guests with special needs.

Ground Level Gate 4 (East) and 5 (West) are designated corporate entries.

ACCESS

Gate 4 is for Corporate Dining (Olympic Park Room).

Gate 5 is for Corporate Suites 1 -24. Gate 5 is also the media entry on an event day.

Access to Level 1 Gates 1, 2 and 3 is via the Entrance F stairs (Olympic Boulevard) or South East stairs (Batman Avenue).

Mobility impaired guests access Gate 2 via External Lift F off Entrance F.

Access to Level 1 Gates 6, 7 and 8 is via the Entrance E stairs (Olympic Boulevard) or South West stairs (Batman Avenue).

Mobility impaired guests access Gate  7 via External Lift E off Entrance E.

Located: Glasshouse/Holden Centre on Olympic Blvd, Olympic Park

Access: via Olympic Boulevard

Glasshouse Eatery is managed by The Big Group

Glasshouse Eatery is a cafe that is open to the public Monday – Friday between 7:00am-3:00pm.

The Ground Announcer is located in the Scoreboard/PA room - Level 2 West within the Stadium Control Centre.

Access via Lifts 4 & 5 at Aisle 24 or the stairs at Gate 6 or Gate 8 stairs.

Group ticket bookings are available for selected events and are subject to availability.

Group bookings needs to be made direct through Tickets:

•  Tel: 1300 364 001
•  Email: groupbookings@ticketek.com.au

Minimum group booking numbers are usually 10 people, however, this may vary by event

• Advantages of booking through the Groups department include:
•  Personalised service
•  Discounted on selected events
•  Bulk ticket purchases
•  Reserved group seats and pay later (note - part payments will not be accepted)
•  Special offers & incentives

AAMI Park houses a sports campus including an elite training centre, gymnasium and a 25m lap pool.

The Gymnasium and Pool are located on Ground Level West (via Entrance E) within the Back of House (BOH) area.

There is no public access to the gymnasium or pool.

An external contractor manages the use and scheduling of these shared player facilities on behalf of Melbourne Storm, Melbourne Victory FC and Melbourne Football Club.

There is both internal, via the BOH corridor, and external access into these areas.

The pool area also includes a rehabilitation spa and ice baths.

Only Melbourne Storm, Melbourne Victory and Melbourne Football Club have access to these facilities. Melbourne City and Melbourne Rebels are not to be provided access into these facilities unless pre-approved at the start of the season and as detailed in the Event Information/Briefing Notes.

There are 4 rehabilitation ice baths located within the pool area (Ground Level West – Back of House).

An external contractor manages this shared area on behalf of Melbourne Storm, Melbourne Victory FC and Melbourne Football Club.

No public access to these ice baths.

There are an additional 2 ice baths located within both main change rooms. Other hirers e.g. Melbourne City, Melbourne Rebels, and all competing teams will utilise these ice baths as they do not have access to the pool area unless pre-approved at the start of the season and as detailed in the Event Information/Briefing Notes.

Incidents at our venues are classified as:

• Minor Incident, Hazard or Near Miss
• Significant Incident or
• Emergency

All incidents must be reported immediately to the Venue Control Centre (VCC) or Stadium Communication Centre (SCC) via two-way radio or phone. The VCC/SCC is responsible for the classification and management of an incident.

All team members or service partners involved in an incident (even if only an observer) must fill in an Incident Report Form.

Incident Report Forms are available from Staff Sign On and all Safety Noticeboards (which are within all team member tea rooms). The Incident Report Form should be returned to your Supervisor or Staff Sign On.

When a safety incident is reported a job reference number is generated by the VCC/SCC. This number must be included on the incident report form in the space provided.

The Stadium has 9 lifts:

• 2 External Lifts
• 5 Internal Lifts
• 2 Goods Lifts

Lifts are the only means of ingress and egress at the Stadium for guests with accessibility needs who are unable to manage stairs. There are no ramp facilities internally or externally (only stairs).

Goods Lifts are strictly for team members only. At a standard event the Goods Lifts are locked and all staff that require access have been issued a swipe card. The Goods Lift is only manned for special events and concerts.

Unless for working purposes (i.e. for a security or medical incident), team members are NOT permitted to use the Lifts at Corporate Gate 4 or 5.  These are for Corporate guests only. Please use the stairs.

NOTE: Goods Lifts E and F operate back of house with the exception of Level 1 where they open into a public area (Level 1 Concourse).

Alcohol must not be removed from the venue

No more than 4 drinks may be purchased in any single transaction (comprising 4 beers or 4 ciders or a combination comprising no more than 2 spirits)

Under no circumstances are minors to be served alcohol.

Drink serving limits may change based on the event, or over the duration of the event if the Event Manager deems it appropriate based on intoxication levels. This decision will be communicated during the Event with Catering Management and the VCC/SCC will notify all staff of any changes via radio.

At M&OP the standard practice is that service of liquor in the public areas will cease 15-30 minutes before the scheduled end of the event. This may vary event by event, refer to Event Information/Briefing Notes for further information.

Please refer to the Liquor Licence displayed at various points around the venue, at all bars and where alcohol is served, for further information.

AAMI Park has a different Liquor Licence to venues on Melbourne Park (RLA, MCA and JCA) due to different catering contracts.

Located: Ground Level South

Access to the Loading Dock is via the Service Road Entrance E off Olympic Boulevard ONLY.

The Service Road is ONE WAY operating in an anti-clockwise direction from Entrance E

All vehicles must report to the Stadium Security Office.

The Service Road is protected by security gates. Core Security manages access into the Service Road and loading dock area.

This may change for Special Events and Concerts. Please refer to Event Information/Briefing Notes for specific information.

The enquiry / drop off points for all lost property found during an event are the Information Desks/Customer Service Centres.

Any lost property found by team members or handed to team members must be taken to an Information Desk/Customer Service Centre as soon as possible. If a team member is unable to leave their position, they should contact their Supervisor or the closest Event Security Team members.

A guest looking for lost property is to be directed to an Information Desk/Customer Service Centre.

Note - Some ‘found’ items should be treated as unusual or suspicious.  Do not touch any item that you believe is suspicious and refer the item to your Supervisor or nearest Event Security team member.

There is also an online form which guests can complete and submit post-event if they have lost an item at an event, direct guests to visit www.mopt.com.au/lost-property/

A guest who has lost or had their ticket stolen must not be admitted into the venue without a valid ticket.

The guest must be referred to the Ticket Box Office/Sales outlet for the appropriate investigation and action to be taken.

MSS Security (MSS) are our Precinct Security Service Partner.

They supply Core Security team members for the precinct who are located in the Precinct Operations Centre and the AAMI Park Security Control Office.

MSS also provide additional Event Security for events held at all venues. At a standard event, they would be utilised in the following roles, but is not limited to:

• Bag Search & Wanding
• CCTV
• Crash Fence

MSS Employee Sign On area is shared with M&OP at Staff Sign On.

Administration offices are located off site.

All requests for assistance from Event Security must be referred to the VCC/SCC.

The Act was developed to consolidate all the laws relating to major sporting events and venues. It is designed to provide all the powers and protections required to stage major sporting events in the State of Victoria.

The Act supports and protects events in a range of area including crowd management, operational arrangements, aerial advertising, commercial obligations and ticket scalping.

GROUND LEVEL – BACK OF HOUSE

Ground Level facilities:

• Theatre for press conferences (pre and post match)
• Photographers Room

Access: Accredited Media Only

• via Gate 5 or Players and Officials Entry (for Photographers Room)
• From Level 1: Lift 4 & 5 Aisle 24 or Gate 6 stairs Aisles 23 & 24

LEVEL 2 MEDIA CENTRE – LEVEL 2 WEST

Level 2 Media Centre includes:

• Print Media Area
• 2 x Radio Broadcast Boxes
• TV Broadcast Room
• Media Lounge with tea/coffee facilities and separate toilet facilities

Access: Accredited Media Only

• Level 2 West Via Gate 5
• From Level 1: Lift 4 & 5 Aisle 24 or Gate 6 stairs Aisles 23 & 24 or Gate 8 stairs Aisles 27 & 28.

OUTSIDE BROADCAST (OB) MEDIA AREA

Refer to O – Outside Broadcast

Location: Gate 5 - Ground Level West

Access: via Entrance E off Olympic Boulevard

Accredited media enter the Stadium via Gate 5 – Ground Level West.

Gate 5 facilitates direct access via Lift 4 & 5 to the Level 2 Media Centre which includes the Broadcast Box, Radio Boxes, Print Media area and Media Lounge.

Please refer to the Event Information/Briefing Notes for the exact time Gate 5 is open for media access.

Media requiring access outside this time will be via Player & Officials Entry. To gain access, media will need to check in at the Stadium Security Office via Entrance E.

Event staff and contractors are not permitted under any circumstances to make comments to the media regarding any issue involving the venues(s), hirers or events.

The Policy includes directly answering media questions, general comments, or speculation and comments off the record.

All requests from the media must be referred to the M&OP Corporate Communications Team Department via the Event Manager for a response.

Sporting Venue Hirers may have team memberships which can be used to enter the venue containing barcodes to be scanned upon entry and may also include seating information.

Refer to the Event Information/Briefing Notes for further information

There are three merchandise outlets located:

• Level 1 Aisle 3 - Internal
• Level 1 Aisle 23 – Internal
• Ground Level North – Front Forecourt External (Melbourne Victory and Melbourne Storm only)

The merchandise outlets are managed and staffed by team members or volunteers organised by the venue hirer.

A merchandise shop is also located externally on ground level at the front of the Stadium (Olympic Boulevard). This is managed by Melbourne Storm & Melbourne Victory FC and contains only their merchandise. This shop is open on Event Days only.

M&OP strive to ensure that the personal safety of team members and guests are maintained at all times

Once in position for the event all team members should:

• Identify the location of the closest team member allocated a two-way radio
• Note the locations of the nearest fire extinguishers and emergency exit points
• Complete a White Level Inspection. Refer to W - White Level Inspection
• Make sure your work area is clean and safe by checking for hazards or anything requiring maintenance. Report cleaning / maintenance issues to your Supervisor or the VCC/SCC.
• All team member should be aware of the assembly areas in an emergency. Refer to Evacuation Procedures Map in Event Information/Briefing Notes.

Safety Noticeboards are located in the Muster Rooms. Refer to these for up to date information regarding OH&S

For reporting of any OH&S incidents refer to I - Incident Reporting for further information

The Stadium has one main corporate dining facility – Olympic Park Room.

Located on Level 2 East (Richmond side).

Capacity:

• 1,000 guests seated (sit-down dinner)
• 1,138 total capacity (stand-up or a combination of sit-down and stand-up)

The room can also be divided into three separate rooms using a retractable wall system:

Corporate Dining Guests are ticketed to enter via Gate 4 Corporate Dining – Olympic Park Room

Internally the Olympic Park Room can be accessed via:

• Lift 1, 2 & 3 at Aisle 7
• Gate 1 stairs at Aisle 3 & 4 / Gate 3 stairs at Aisle 7 & 8

The seating for the Olympic Park Room is located outside immediately in front in Aisles 1 – 10. Access to seating is through the room.

The OB compound is located external to the Stadium within Car Park E.

Access is via Entrance E off Olympic Boulevard and the driveway into Car Park E.

Broadcasters arriving to set up in the OB area must report to the Stadium Security Office (SSO) on arrival. The SSO will facilitate access into the compound.

Toilet facilities are available in this area.

A Parents Room is a secure space for parents and their children, where fathers can take their daughters and mothers their sons to the toilet comfortably, as well as also providing the facilities necessary to tend to a baby.

• Located Level 1 Aisle 18 & Aisle 37

The facilities available in the Parents Rooms include:

• Toilet
• Baby Change Table and nappy disposal bins.
• A microwave for heating bottles and baby food.
• Baby feeding areas.

M&OP offer multiple parking opportunities available across the precinct. For further information on types of parking offered:

Car Parking. Refer to C - Car Parking

Accessible Parking. Refer to A - Accessible - Access, Ticketing & Facilities

Bus Parking. Refer to B - Bus Parking

The use of paper pass outs is very limited at the Stadium.

In order to leave the Stadium and then re-enter guests are required to scan out their ticket at the exit turnstile.

Exit turnstiles are located:

• Level 1 Gate 2 and Gate 7 only
•  Ground Level Gate 4 Corporate Dining and Gate 5 Corporate Suites

The guest can re-enter through their relevant gate.

The exception to this is the Smokers Exit / Re-entry at Major Breaks Procedure (half time).  In order to accommodate the large volume of smokers leaving the Stadium at the same time, the external concourses on both sides of the Stadium are secured at the access points allowing guests to exit the Stadium (onto the concourse area) and re-enter without scanning their ticket out and in.

Guests wishing to exit the concourse area during this period will require a paper pass out from Event Security located at the stairs. They need to present their pass out and ticket to re-enter.

NOTE: The external concourse is licensed during sporting events for the period of a major break only. The license permits guests to take alcohol out of the Stadium on to the external concourse for the duration of the major break only. Alcohol is not permitted to be taken from the Stadium at any other time.

During concerts and special events, designated smoking areas may apply. Refer to the Event Information/Briefing Notes for further information.

The maintenance of the pitch is managed in house by the M&OP Horticulture Department.

Pitch size: 135.8m x 82m.

Artificial Turf has been installed around the perimeter of the pitch 3 metres wide.

No team member should ever walk across the pitch, unless directed or approved by Stadium Management

There are two pitch ramps that lead off the field at the south end in each corner that connect the southern back roadway to the field-of-play.

These pitch ramps are in the eastern and western corners at the southern or Yarra River end of the venue, and provide a key function for operational access between the back-of-house and field-of-play for all event content including sports, concerts and exhibitions events such as Monster Jam.

The Players Race is located on the western side of the venue, directly on the halfway point of the field-of-play and is the only means of direct travel to-and-from from the western BOH area.

There are no direct races from individual change rooms to the field-of-play, and the Players Race is the only event operational route for accredited event and venue workforce personnel moving between the field-of-play and the western BOH spaces.

Located: Ground Level West (City side)

Access: Via Entrance E off Olympic Boulevard

Accredited players and officials only are permitted to access the Stadium via the Players and Officials Entry.

A back of house drop off area is located outside the Players and Officials Entry to enable team buses to drop off and collect players and officials from the door.

M&OP endeavours to make a space available for a Prayer Room although this is subject to event mode and an available spaces, a designated space isn't available and cannot always be guaranteed.

Refer to the Event Information/Briefing Notes, VCC or your supervisor for more information or to follow up a guest request.

Located: Rod Laver Arena, Level 1

Precinct Operations Centre: 9286 1255 / 1180

Access: Accredited team members, service partners only

The Precinct Operations Centre is staffed 24 hours a day 7 days per week

During non-event times the main responsibilities of the Precinct Operations Centre is to facilitate and control access into the venues and to protect the building and precinct assets

On event days the Precinct Operations Centre carries out business as usual and general precinct responses whilst venues (RLA, MCA and JCA) manage and control their event(s) separately via the Venue Control Centre (VCC) and assume tasks such as:

• Control access and respond to request from event team members
• Monitor CCTV

The Precinct Operations Centre may be called upon to provide additional Event support as required which will come from the VCC.

The Stadium Security Office conducts this role for AAMI Park and Olympic Park

Most problems with tickets will be discovered when a guest is entering the venue via turnstiles or a hand scanner.

Guests with tickets that scan RED must NOT be permitted entry into the venue. This may be an invalid ticket or has already been scanned in.

Carefully check the ticket to check that is the right venue, event, event date and time

The guest must be referred back to the Ticket Box Office/Ticket Sales outlet, so that the problem with the ticket can be investigated and rectified.

Paging members of the public over the public address system is done in cases of emergency only     

Refer any requests for paging to your Supervisor or the VCC/SCC.

Melbourne & Olympic Park's Reception is located on Level 1 of Tennis HQ.

Tel: + 61 3 9286 1600

Email: enquiries@mopt.vic.gov.au

Postal Address: Melbourne & Olympic Parks, GPO Box 4611, Melbourne VIC 3001

Location: Ground Level West within BOH.

Referees are accredited to enter via the Players and Officials Entry. Access via Entrance E.

Facilities include the following:

• Male Referee change rooms including lockers, toilets, showers, massage tables
• Female Referee change rooms including lockers, toilets, showers, massage tables

Restricted items differ from prohibited items as do not pose an immediate threat to guest safety, security or the commercial interest of the venue.

Guests are permitted to bring restricted items into the Venue provided they abide by the conditions imposed in allowing the item into the venue.

Restricted items include but are not limited to:

Umbrellas

• Umbrellas are permitted into the venue however must not be opened. Guests must abide by the conditions imposed to allow them inside.
• The purpose of the policy is to ensure that a guest's line of sight to the field of play or stage is not obstructed by another guest's open umbrella.
• Open umbrellas also pose a risk to guest safety.

Prams and Pushers

• Prams and pushers are permitted into the venue provided that they are stowed safely under the guest's seat or used in a location where guest access and egress is not inhibited or blocked by the pram or pusher.   
• In the case that a guest wishes to use their pram or pusher, the guest may be able to exchange their ticket and relocate to nearby Accessible Seating depending on availability.
• Prams can be cloaked at the Customer Service Centres.

Eskies, Bags and Other Belongings

• Other items are permitted into the venue providing they fit safely under the guest's seat without impeding access. If not, guests will be required to cloak the item.

Laptops

• Laptops may be taken into the venue but may not be used within the Venue.

If a restricted item poses a threat to safety or security it is to be treated as a prohibited item and must be cloaked.

Refer to C - Cloaking for further information on cloaking locations

AAMI Park has Victorian's glowing with pride, lighting up Melbourne’s skyline each night with a spectacular lighting design which utilises 1544 LED lights.

The environmentally friendly lights are a key element of the sustainable design of the stadium, with LEDs using around one tenth of the power required to floodlight the stadium, and without any light spill into the surrounding area.

The lights operate with specific sequences designed for event and non-event nights such as Game Day, Team Colours, Resting and Festival modes. AAMI Park's roof lighting is available to be booked for not-for-profit events, such as festivals and charity causes.

The lights are visible from dusk each night.

Sanitary Dispensers are available in the following Female toilet locations: 

Level 1: Aisle 3 & Aisle 27 

Level 3: Aisle 3 & Aisle 27

Located: Level 2 West within the Stadium Control Centre next to the SCC

Access: Accredited team members and service partners only

Lifts 4 & 5 Aisle 24

Gate 6 stairs Aisles 23 & 24 or Gate 8 stairs Aisles 27 & 28.

If there is a seat allocation problem reported whereby a seat does not exist, M&OP team members should do the following:

• Carefully check the ticket to ensure that the event, event date, level, door, row and seat number are correct.
• Re-direct the guest if they are in the wrong area.
• Verify that the seat does not exist.
• Temporarily seat the guest (if seats are available) and call a Supervisor or the VCC/SCC.
• If the guest does not want to wait for a Supervisor refer them to the Ticket Box Office/Ticket Sales outlet.
• The Supervisor will take the ticket to the Ticket Box Office/Ticket Sales outlet, where Ticketing team members will investigate and resolve the issue.

If appropriate, Ticketing team members will provide alternative seating for the guest.

The total seated capacity is 30,052 (includes wheelchair bays)

Seats are located by Level, Aisle, Row and Seat Number

Each Row is identified by a letter of the alphabet.

Each Row is clearly marked by a plate located on the stair nosing. Seat numbers are also included on the plate.

The front row of each level starts with the letter A. After the letter Z the Rows commence AA.

• Level 1 Row A up to NN
• Level 2 Corporate Dining (Olympic Park Room) A – E
• Level 2 Corporate Suites A – C
• Level 3 A up to DD

NOTE: There are NO Rows I or Q on any Level in the Stadium (I and L / O and Q are easily confused on event tickets).

Seat numbering starts at 1 one each level. The highest number in the Stadium is 559.

On Level 1 the seat numbers repeat once (the Stadium is divided North and South).

Level 2 the seat numbers are unique and do not repeat.

Level 3 the seat numbers are unique and do not repeat.

Typically for sporting events, patrons who smoke are directed to the external concourses on the eastern and western sides of the Stadium

The external concourse becomes an extension of the event space with public access points controlled by the event security contractor to ensure only ticketed and accredited personnel gain access. The external concourses are also part of the licensed area of the stadium, and therefore patrons are permitted to have stadium purchased alcohol in their possession when smoking on these external concourse areas.

During concerts and special events, designated smoking areas may apply. Refer to the Event Information/Briefing Notes for further information.

All venues at M&OP are smoke free.

Smoking is not permitted anywhere inside the venues.

Electronic cigarettes and vaporisers are also prohibited within the venue.

Guests are required to exit the venue in order to smoke and ensure they are the required distance by law from any entrances or food and beverage outlets.

Refer to your Event Information/Briefing Notes for smoking areas.

Guests can follow AAMI Park through the AAMI Park website, Facebook, Instagram and Twitter.

Website: https://www.aamipark.com.au/

Facebook: https://www.facebook.com/AAMIParkMelbourne/

Instagram: https://www.instagram.com/aamipark/

Twitter: https://twitter.com/AAMIPark

Join the conversation using #AAMIPark or @AAMIPark

Location: Level 2 West – next to Corporate Suite 24

Access: Accredited team members and service partners only

• Lifts 4 & 5- Aisle 24
• Gate 6 stairs - Aisles 23 & 24 or Gate 8 stairs - Aisles 27 & 28

The Stadium Communication Centre (SCC) operates as the control room during events. The primary role of the SCC is to monitor, manage and record the operation of the event and to facilitate communication between the various departments

Stadium Management are located in this room on an event day as well as representatives from Victoria Police, St John Ambulance and MSS Security

The CCTV Operator located in the SCC records footage of incidents and/or the response and management of incidents.

The SCC Supervisor/Operator manages all radio and phone communications and is responsible for the logging of all jobs and incidents.

Incidents and Emergencies are to be reported to the SCC on 9286 1050 or via two-way radio (all channels)

General requests and enquiries are to be reported to the SCC on 9286 1055 or via two-way radio (all channels).

Refer to R – Radios for radio channels utilised.

Location: Ground Level West

Access: via Entrance E off Olympic Boulevard.

The Stadium Security Office is staffed 24 hours a day 7 days per week

During non-event times the main responsibilities of the SSO is to facilitate and control access into the Stadium and to protect the building and Stadium assets.

On event days the SSO conducts the following roles whilst the Stadium Communications Centre (SCC) controls event operations:

• Control the entry and exit of all vehicles requiring access to the Service Road
• Provide an escort for emergency vehicles and personnel as required.

All team members are required to attend a briefing prior to commencing their shift.

Staff briefings commence at shift start times, therefore, all team members are encouraged to arrive early to be ready for the start of their shift and briefing.

The staff briefings are done by the team members’ immediate supervisor or an Event Manager.

The locations of the staff briefing areas (by position) are displayed on the Position Sheet which is displayed at Staff Sign On.

Location: Ground Level East

Access: via Entrance F off Olympic Boulevard

The Staff Entry is a security checkpoint which controls the entry and exit of all casual team members and service partners rostered for an event. All event day personnel (team member, service partners and other service providers) unless otherwise accredited must enter the Stadium on an event day via the Staff Entry and be checked in.

This includes event team members from M&OP, O’Brien Group Australia, MSS Security, EWG, Merchandise, Ticketek, Victoria Police, St John Ambulance and other miscellaneous employees and service partners.

Entry via Stadium Gates without a valid event ticket is strictly forbidden.

Staff Entry facilitates access to the following:

• Staff Entry Checkpoint
• Staff Sign On
• Muster Room (waiting area/ tea room)
• Change rooms, toilets and lockers
• Stadium

The Staff Entry door is locked after approximately half time on an event day.

Staff Sign On is the administration area for all M&OP Patron Services and Event Security team members.

• Located inside the Staff Entry – Ground Level East.
• All M&OP team members are required to report to Staff Sign On to sign on/sign off, and to collect Event Information/Briefing Notes, uniform and equipment.
• Staff Entry will verify the right of the team member or service partner to enter the Stadium for the event from employee lists provided.

Stairs facilitate access to all levels within the Stadium. There are no ramps in the Stadium. The lifts also provide access to each level however these are not to be used in an emergency.

SOP’s are available for each position from Staff Sign On 

All staff should read the SOP for their position prior to commencing their shift.

The Stadium is designed to be fully seated. 

There are no standing areas within the Stadium.

The main team members break room is located Ground Level in the Muster Area inside the Staff Entry. All team members and service partners may use the Muster Room for breaks.

Other smaller tea / break rooms for all team members are located:

• Level 1 North – Aisle 32
• Level 2 West – Opposite Suite 22

Stadium tenants include: 

All court bookings are made via Tennis World

1300 TENNIS (1300 836 647)

tennisworld@tennis.com.au

Guests can personally book courts via the on-site Pro Shop. Refer to T - Tennis World

Tennis HQ is an administration building located onsite.

Reception desks for M&OP and Tennis Australia can be found on the Ground Level.

M&OP and Delaware administration is located on Level 5

Tennis Australia's administration also occupies various levels of THQ

Large, multi-purpose function rooms and spaces are located on Levels 2 and Level 3

Collective Café is accessible by all and located on Level 2. Refer to C - Collective Café.

The Australian Open Tennis shop (Pro Shop/Tennis World) is run by Tennis Australia and located next to the National Tennis Centre Café.

The shop offers Tours, AO merchandise, public tennis court hire, tennis workouts, coaching, tournaments, competitions, restringing, racquet hire, BBQ functions, social tennis days etc.

Operating hours are:

Pro Shop

Monday – Thursday 10:00-23:00

Friday 10:00-19:00

Saturday – Sunday 08:30-18:00

National Tennis Centre

Monday – Thursday 06:30-22:30

Friday 06:30-21:00

Saturday – Sunday 08:30-18:00

Telephone: 1300 TENNIS (1300 836 647)

For further information please visit www.mopt.com.au or www.tennis.com.au

Located: Ground Level West within Back of House area.

Access: Gate 5 or Player and Officials Entry.

The theatrette is used on event days for pre and post-match press conferences.

On non-event days, the theatrette is mainly used by AAMI Park tenants for press conferences or team meetings.

Ticketek collections are generally located at Ticket Box Office / Ticket Sales unless otherwise specified. 

Refer to the Event Information/Briefing Notes for the location of hirer ticket collections.

Ticket Sales are encouraged to be purchased in advance prior to arriving at the venue via Ticketek, which can be done online (www.ticketek.com.au), at any Ticketek agency location or through the Ticketek Call Centre (13 28 49).

Each venue has registered Ticket Box Office/Ticket Sales outlets which are open on event days where tickets may be purchased, subject to availability. Refer to T - Ticket Box Office/Ticket Sales Outlets for locations and more information

Ticket scalping is the practice of buying and reselling tickets for a profit which is not permitted onsite to ensure fans are protected from being ripped off by ticket scalpers and to ensure that tickets to events are available for everyone.

Ticket scalpers must be reported in to a Supervisor or VCC/SCC and asked to move on offsite.

Ticketek are the contracted ticketing agent for all M&OP venues (with the exception of the Australian Open).

Tickets can be purchased in advance online at www.ticketek.com.au, at any Ticketek agency location or through the Ticketek Call Centre 13 28 49. The nearest Ticketek agency to M&OP is located in the Melbourne CBD.

Tickets for events may also be purchased from a ticket sales outlet on the day of the event (assuming tickets are still available).

Refer to T - Ticket Box Office/Ticket Sales for further information.

Tickets are sold by Ticketek as agent for the organisation ("seller") responsible for the event. All claims are the sole responsibility of the seller. The ticket is sold subject to the following conditions:

No refund or exchange on any ticket except in accordance with the (Live Performance Australia Ticketing Code of Practice).

The right is reserved to charge a fee for the replacement of tickets. Ticketek reserves the right not to replace tickets where seating is not allocated (general admission tickets).

The right is reserved to add, withdraw or substitute artists and / or vary advertised programs, prices, seating arrangements and audience capacity.

The right of admission is reserved and is subject to the seller's and the venue's terms of admission, copies of which are available on request.

Late arrival may result in non-admittance until a suitable break in the performance.

Cameras, audio and video recorders may not be permitted.

It may be a condition of entry to individual events that a search of person or possessions will be required at the time of entry to the venue. If concerned, please consult the venue.

This ticket may not, without the prior written consent of Ticketek or the Seller, be resold at a premium or used for advertising, promotion or other commercial purposes (including competitions and trade promotions) or to enhance the demand for other goods or services. If a ticket is sold or used in breach of this condition, the bearer of the ticket will be refused admission.

Entry may be refused if tickets are damaged or defaced in any way or are not purchased from Ticketek or other authorised points of sale.

Located: Level 2 West (City side) within the Stadium Control Centre (Production Room)

Access: via Lifts 4 & 5 Aisle 24 or Stairs Aisles 23 & 24 or 27 & 28

There is a public toilet facility available on the north-west corner of Gosch’s Paddock.

Public toilets are also available in Edwin’s Cafe located Ground Level North off Olympic Boulevard.

Access to these toilets however is subject to the hours of operation and may be limited if Edwin’s is booked for a function.

There are multiple toilet facilities throughout AAMI Park as listed below.

**Swing Toilets (can be converted to either Male or Female)

**All swing toilets are converted to MALE toilets during sporting events.

Team member toilets, showers and changeroom facilities are located on Ground Level East near Staff Sign On.

Team member lockers are located inside the changerooms. Lockers are free of charge and for M&OP team members only.

Tennis World currently offer Australian Open Guided Tours that walk  through areas such as the RLA Player Pod, training areas, changing rooms, player lounge and underground paths.

Tours run Mondays, Wednesday and Fridays at 11:30am, 1:00pm and 2:30pm. Tours will not run on public holidays.

Tours can be booked through Tennis World, refer to T - Tennis World for further information.

No public tours are currently being offered at AAMI Park, JCA, or MCA.

Train stations within easy walking distance of the precinct and venues include:

Flinders Street Station

• 15 minute walk
• All Train Lines
• The last train on weekdays is approximately 12:00am. On Friday & Saturday evenings, Night Trains run every 60 minutes after midnight.

Richmond Station

• 10 minute walk
• Lilydale, Belgrave, Alamein, Glen Waverley, Sandringham, Frankston, Cranbourne Lines
• The last train on weekdays is approximately 11:45pm. On Friday & Saturday evenings, Night Trains run every 60 minutes after midnight.

Jolimont Station

• 10 minute walk
• Epping, Hurstbridge Lines
• The last train on weekdays is approximately 12:15am. On Friday & Saturday evenings, Night Trains run every 60 minutes after midnight.

The closest tram stops that are within easy walking distance to the precinct and venues include:

• Tram 70 (Wattle Park) from Flinders Street and Richmond Stations. This stops at Rod Laver Arena (Stop 7B), Hisense/Melbourne Arena (Stop 7C) and AAMI Park (Stop 7D). The last tram on weekdays is approximately 12:00am. On Friday & Saturday evenings, the last tram is approximately 1:30am.
• Tram 48 (North Balwyn) and Tram 75 (Vermont South) stops adjacent to MCG on Wellington Parade. The last tram on weekdays is approximately 12:00am for both lines. On Friday & Saturday evenings, the last Tram 48 (North Balwyn) is approximately 1:15am. On Friday & Saturday evenings Tram 75 (Vermont South), runs every 30 minutes as part of the Night Network.

The turnstiles operate with a three light system on the rear of the unit:

• Green light indicates a valid adult ticket.
• Orange light indicates that the ticket is concession or child (request to see the guest's concession card if they are not a child).
• Red light indicates an invalid event ticket.

The guest should follow the instructions on the screen on the front of the turnstiles.

Scanning:

• A ticket needs to be held face up with the barcode forward.
• For mobile tickets ensure the screen brightness is turned all the way up
• The barcode is placed under the scanner. The scanners are multidirectional so the barcode can be entered straight or on an angle.
• Holding the ticket still under the scanner will result in a faster scan.
• The turnstiles do not take the guest's ticket. The guest is required to hold the ticket whilst it is scanned and then take the ticket before moving through the turnstile arm.
• Once a ticket has been scanned at a turnstile, the guest is unable to scan the same ticket for 30 seconds.  This feature aims to eliminate an accidental double scan where a ticket presents immediately as a second entry.
• A guest has 30 seconds to walk through the turnstile.  If the guest does not walk through in 30 seconds the turnstile will clear the scan and the ticket will remain unused.

The two-way radio system at the Stadium is a digital system with three designated channels:

• AP - Emergency
• AP - M&OP
• AP - Security

The remainder of the M&OP site operates on a separate system.

The radio channel number and name will appear on the screen. Please check you are listening to the correct radio channel as outlined in the Event Information/Briefing Notes.

If a team member's position requires a two-way radio one will be allocated and distributed by Staff Sign On.

Prior to a shift team members are expected to have completed two-way radio training as part of the induction

Be familiar and adhere to radio etiquette, ensuring communications via radio are clear and concise, think about what you are going to say before you speak and ensure you don't speak over another conversation unless it is an emergency

The SCC operators monitor all channels relevant to the event. This includes the 3 Stadium specific channels as well the rest of the M&OP system. Therefore staff and contractors on these channels do not need to switch channels to contact the SCC.

Team members and service partners requesting contact or assistance from another work stream on a different channel must radio through to the Stadium Communication Centre (SCC).

Area AAMI Park Radio Channels Other M&OP Radios/Channels

• Event Manager AP – M&OP
• Stadium Communication Centre ALL
• Sector Supervisors AP – M&OP
• Patron Services AP – M&OP
• Event Security AP – M&OP
• MSS Security AP - ACG
• CCTV Operator AP - ACG
• Cleaning Cleaning
• Operations AP – M&OP
• Duty Technician AP - M&OP
• Customer Service Centre’s AP – M&OP
• Car Park Car Park 1
• First Aid AP – M&OP
• FIP Operator AP – M&OP
• Victoria Police Not on M&OP system–communication via SCC

The two-way radio system at RLA, MCA & JCA is a digital system with 25 designated channels.

AP operates on a separate radio system and channels.

The radio channel number and name will appear on the screen. Please check you are listening to the correct radio channel as outlined in the Event Information/Briefing Notes.

If a team member's position requires a two-way radio one will be allocated and distributed by Staff Sign On.

Prior to a shift team members are expected to have completed two-way radio training as part of the induction

Be familiar and adhere to radio etiquette, ensuring communications via radio are clear and concise, think about what you are going to say before you speak and ensure you don't speak over another conversation unless it is an emergency

Team members and service partners requesting contact or assistance from another work stream on a different channel must radio through to the Venue Control Centre (VCC).

The VCC operator monitors all channels relevant to the event, logging jobs, incidents and radio calls. Therefore staff and contractors on these channels do not need to switch channels to contact the VCC.

Two Way Radio Channel Listing

Typically umbrellas are a prohibited or restricted item, with certain types not permitted into the venue

• Larger golf umbrellas must be cloaked at the relevant cloaking booth free of charge.
• Smaller compact umbrellas may be permitted into the venue if they are small and are not opened in the venue or auditorium
• Guests must abide by the conditions imposed to allow them inside.
• The purpose of the policy is to ensure that a guest's line of sight to the field of play or stage is not obstructed by another guest's open umbrella.
• Open umbrellas also pose a risk to guest safety.

Refer to C - Conditions of Entry, P - Prohibited Items or R - Restricted Items

Victoria Police are on site for all football events at the Stadium

Victoria Police may attend other stadium events depending on the risk profile associated with each event

The Police Rooms are located on Ground Level East off Entrance F.

2 parking spaces are reserved for Police vehicles outside the Staff Entry. Access is via Service Road – Entrance E.

Victoria Police members enter the Stadium via Staff Entry.

Police members in uniform are not required to report to Staff Entry on arrival – their uniform is sufficient for access.

Internal access to the Police Rooms is via Goods Lift F or Lift 1, 2 & 3 Aisle 7.

All requests for Victoria Police assistance must be referred to the Stadium Communication Centre (SCC).

Located: Level 2 West - Media Centre

Access: via Lifts 4 & 5 Aisle 24

Gate 6 stairs Aisles 23 & 24 or Gate 8 stairs Aisles 27 & 28.

The Stadium has two video boards.

The video screens are large LED screens that are used on an event day to broadcast match information such as a live feed of the game, instant replays, the time clock and the scoreboard. The video screens are also used for advertising and for public announcements and displays.

The surface area of the video boards is 51.8 m².

The video screens are located inside the seating bowl Level 1:

• South West Aisle 19&20
• North East Aisle 38

The video screens are operated from the Scoreboard/PA Room which is located Level 2 North West.

The Stadium also has LED signage on the front of the east and west seating bowl of Level 3, as well as around the pitch in front of Level 1 seating on 3 sides (north, east and south), event dependent.

Wardens are appointed to assist Area Wardens with the safe and orderly evacuation of their area.

If safe to do so, assist your Area Wardens to ensure that all persons have been evacuated from your immediate area. This may include checking toilets, offices, plant rooms and stairwells along the way. The SOP (Standard Operating Procedure) and Warden Card for your position may also have additional Warden Information – please read these.

It should be clearly understood that the primary duty of Wardens is not to combat emergencies, but to ensure, as far as practicable, the safety of the occupants and their orderly evacuation from the danger zone.

Make sure you are familiar with your area, emergency response equipment and at least two exit routes.

Continually check your area for hazards – spills, blocked pathways, faulty lighting, trip hazards, etc.

If you have a two-way radio, communicate messages and instructions to staff that do not have radios.

Follow your Area Warden and Chief Warden's instructions

Emergency Procedures and Assembly Areas are attached in your Event Information/Briefing Notes

In venue, free drinking water is available to all guests and can be accessible from the following (venue-dependent):

• From all bars/catering outlets (cup of water only)
• Water Drinking Fountains (if applicable). Refer to W - Water Drinking Fountains for location details.
• Crash Fence at all General Admission Floor events

Bottles of water are available for purchase at all catering retail outlets.

Free water drinking fountains can be located: 

Level 1 – Aisle 1 & Aisle 21 

Level 3 – Aisle 1 & Aisle 30

https://mopt.com.au/ 

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A “White Level Inspection” is an inspection carried out by all staff of their respective workplace for any items that are unusual, suspicious or unable to be accounted.

These inspections are conducted to ensure the workplace is secure and items that are not normally found in specific locations are identified for further inspection to ensure they do not possess a security or health risk to those in that area.

All team members are expected as part of their role to conduct a White Level Inspection of their area on arrival to their position before their shift commences and the venue opens to public