• 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.

• Melbourne & Olympic Parks (M&OP) is 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 ensure all guests can have the most enjoyable experience possible.

• 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.

• Not all events at CENTREPIECE will require or have accreditation passes
• For certain events that do have an event accreditation pass system (or equivalent):
• 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 or that has been provided in your Event Information/Briefing

Location: Olympic Boulevard, Melbourne 3001 

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).

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

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) refers to venue hirer and operation spaces which include change rooms, dressing rooms, loading dock and venue operational areas
• Any specific BOH information for an event will be provided in the Event Information/Briefing Notes as necessary.

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.

• Bars and alcohol offerings are event dependent
• Please refer to Event information/Briefing notes for further information.

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 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.

• Camera policy for events at CENTREPIECE will be event dependent
• 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.

• The Central Logistics Hub (CLH) at CENTREPIECE is where bump in and bump out, deliveries and staging take place in an undercover area
• The CLH is located via Entrance A or D and then through Gate J
• Access is via the Northern Roadway via either Entrance A (Batman Avenue) or Entrance D (Olympic Boulevard) 
• The CLH is managed by the Loading Dock Management team. Entrances are equipped with boom gates and intercoms to allow M&OP staff to provide advice to arriving vehicles
• All access via foot should be made via the Carpark Gate K 
• The CLH has two 19m loading bays that can accommodate a maximum of two 19m trucks, with a 4.5m height clearance 
• Vehicle parking is not permitted in the CLH with opportunities for parking either at the CENTREPIECE car park or other alternate parking locations throughout the precinct or offsite.

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.

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

• All complaints, where possible, should be resolved on the day by team members, with assistance from a Supervisor or Event Leader if necessary
• Guests with complaints that that cannot be resolved on the day must submit their complaint in writing to receive a response
• CENTREPIECE Reception 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.

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

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.

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.

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.

• Refer to the Event Information/Briefing notes for event specific entry point information
• Standard CENTREPIECE entry points include: 
  • Level 1 - Garden Square Lobby or directly into the event space Level 2 
  • Main CENTREPIECE Lobby or Pre-Function Space or Western Lobby

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.

Located: Adjacent CENTREPIECE Level 1, South-West off Northern Buggy Route 

Access: Entrance C Off Batman Avenue

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.

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

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.

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

• Hearing Loop is the transmitting and receiving system to enhance the audio for people with a hearing impairment 
• Before handing out the Hearing Loop, please ask the guest to show a form of ID and record their name and contact phone number
• The guest will need to sign the device back in on its return after the event
• CENTREPIECE has available individual receivers that are worn by a guest to receive the transmission signal from an AV system within the room (or a production feed) to a hearing loop amplifier which sends signal through an induction loop in the floor
• Guests can then tune their hearing aid(s) into the signal by switching to T Input and control equipment for these systems are normally housed in the communications racks which house the rest of the AV system 
• Hearing Loop devices can be sourced from the CENTREPIECE Reception along with further information on the devices and system 
• Hearing Loop is available at some events where the audio feed is provided to the venue by the hirer
• Please confirm with the Event Leader as to whether the Hearing Loop devices are applicable for the event

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.

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.

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.

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.

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 OB compound is located external to CENTREPIECE within the CENTREPIECE Car Park Access is via the Northern Roadway via either Entrance A (Batman Avenue) or Entrance D (Olympic Boulevard) and then through Gate J
• Temporary cabling can be installed from the car park into the Broadcast Patch Room within CENTREPIECE

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

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.

• CENTREPIECE has a dedicated Multi-Faith room located on Level 2, behind the Reception area
• The Multi-Faith room includes: 
  • A foot wash
  • A basin 
  • A space for prayer
• The prayer room is available to guests and open during all events.

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.

• Paging members of the public over the public address system is done in cases of emergency only
• Refer any requests for paging to your Event Leader

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

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.

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.

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.

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.

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

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.

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 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

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.

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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