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Accessible - Access, Ticketing & Facilities
M&OP
  • 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.
Accessible Parking
M&OP
  • Accessible Parking is booked through Ticketek for the Melbourne & Olympic Parks Accessible Seating Service, (03) 9286 1208
  • All accessible parking must be pre-booked and will be charged in advance by Ticketek, which requires payment at the time of booking. Booking can be made subject to space available
  • Guests with an Australian Disabled Parking Permit may pre-book parking at either:
    • Eastern Car Park via Entrance D off Olympic Boulevard
    • Northern Car Park via Entrance A off Batman Avenue
    • AAMI Park via Entrance F off Olympic Boulevard
  • Event day cost for pre booked accessible parking is $20.00 when pre-booked or $30.00 for drive up. Public Disabled parking is also available in front of John Cain Arena however cannot be pre-booked and is subject to availability.
Wheelchair Accessible Seating
MCA

Wheelchair accessible seating allows a space or a person with accessibility needs an adjacent companion seat.

Wheelchair accessible seating is available via Doors 5, 9, 16 and 19 and Doors 22 and 25.

There are 38 wheelchair bays throughout the arena, event mode dependent.

  • Level 2 – 34 spaces
  • Level 3 – 4 spaces

If a guest has floor tickets and requires accessible access, they should be directed to Lift 2 (internal service lift) located opposite Door 3 on the concourse and will receive a staff escort to Level 1 for access to the floor.

Accessible Tickets/Seating
MCA
  • MCA offers accessible and companion seating on all levels
  • Pre booked tickets for guests with accessibility or special needs seating 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 MCA Box Office located in Garden Square (next to the Main Entry)
  • If a guest has booked standard seating, but have 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.
Accessible Venue Access
MCA
  • There are two main points of entry to MCA – Garden Square Entrance and Tanderrum Bridge Entrance
  • Both entries can be accessed via Birrarung Marr, Batman Avenue (Entrance A), Rod Laver Arena Tram Stop (Route 70) and Olympic Boulevard, all of which are accessibility friendly
  • An external lift (Lift 1) in Garden Square, adjacent to the MCA Box Office, is available to provide guest access to the Level 2 & 3 concourses and arena doors. This lift is not accessible by the public. A team member will need to contact their Supervisor or Incident Response to assist guest(s) with accessing the venue through Lift 1
  • Lift 1 Entry will have a team member positioned externally on the Ground Level, with a hand scanner to accommodate guests with accessibility needs to access Level 2 & 3. Lift 1 is located opposite Door 19 on the Level 2 concourse
  • Tanderrum Bridge has ramp access to the main entry/concourse. However, this entry is not always in use. Check Event Information/Briefing Notes to confirm
  • A pick-up and drop-off zone is available within the Northern Car Park (off Batman Avenue through Entrance A) or along Olympic Boulevard outside John Cain Arena. Guests should be directed to use these zones, especially for those who have a disability or accessibility needs. A time limit applies in these areas and will be enforced.
Accreditation
M&OP
  • 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.
Address
MCA

Location: Olympic Boulevard, Melbourne 3001 

Postal: GPO Box 4611, Melbourne 3003

Ambulant & Accessible Toilets
MCA
  • Ambulant toilets are specifically designed for guests with disabilities that do not require the extra space that is provided by Accessible toilets. Primarily, they are for those that do not require the use of a wheelchair, for example, those with arthritis or require the use of a walking frame, cane or crutches
  • Ambulant toilets are available in all toilet blocks (male, female and all gender) throughout the venue, located near Doors 11, 16 & 19 (at Ground Level) and are fitted with outward opening doors and grab rails
  • Accessible toilets are specifically designed to provide enough space to accommodate wheelchair access and assistance when transferring from wheelchair to toilet
  • Accessible toilets include features such as lower mirrors and washbasins, grab rails and braille signage. Designated accessible toilets are located throughout MCA as follows: 

 

LEVELACCESSIBILITY
GROUND LEVEL

- Floor Bar (West)

- North East Toilets (External Access)

- North West Toilets (External Access)

- Player Change Room A (Accredited/BOH Access Only)

- Player Change Room B (Accredited/BOH Access Only)

- Player Change Room C (Accredited/BOH Access Only)

- Player Change Room D (Accredited/BOH Access Only)

LEVEL 2

- Adjacent to Door 6

- Adjacent to Door 9

- Opposite Door 16

- Opposite Door 19

Refer to Multi-Level Directional Map

Ambush Marketing
M&OP

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).

Amex Lounge
MCA

The AMEX Lounge is a premium hospitality experience, offering specialty food and drink menus, hassle-free merchandise shopping and private bathroom facilities for events in RLA & selected MCA events. The AMEX Lounge is serviced out of the Davis Cup Room (Level 3 – opposite Door 23). This space should only be referred to as the AMEX Lounge moving forward. 

The dedicated space is offered to AMEX card holders and provides direct access to and from the RLA seating bowl and easy access into the MCA Seating bowl. 

The AMEX Lounge is not open for all MCA events – refer to Event Information/Briefing Notes for further information.

Animals
M&OP

Animals other than assistance animals (usually dogs) are not permitted inside the venues. Assistance Animals should have an assistance animal pass Refer to C - Conditions of Entry or P - Prohibited Items

Antisocial Behaviour Number
MCA

Guests can report antisocial behaviour or any guest concerns by sending a text to 0499 072 072 during an event. 

The number is displayed on IPTV screen around the concourse and in public bathroom areas. 

The texts are monitored and managed by the VCC Operator

Area Warden Responsibilities
M&OP

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

Artist Entry
MCA
Located Level 1 (Ground) of MCA and the access point where artist enter the venue. Entry through Entrance B off Batman Avenue.
Asthma Kits
MCA

Asthma Kits are located with the Defibrillators (AED) in the following areas: 

Level 1 – East: Precinct Operations Centre (POC) 

Level 1 – North: RLA/MCA Staff Muster Area

Atm
MCA

Internal: 

Located next to Lift 1 (Ground Level) in the lobby opposite Show Court 3 or at Door 12 (Level 2). 

External: 

The closest ATM externally is located at AAMI Park - Entrance E, Ground Level under North West stairs and Entrance F, Ground Level under North East stairs

Authorised Officer
M&OP

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

B

Baby Change Facilities
MCA
Refer to C – Change Table – Baby & Adult
Back of House (BOH)
MCA

Back of House is located at Ground Level (Level 1). To access BOH, access should be via the Artist Entry position (external or corridor opposite the VCC). 

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

- Artist Entry 

- Change Rooms A, B, C, D, E & F 

- Room 2 – Multi-Purpose Room (Catering/Crew Room) 

- Room 3 – Main Artist Green Room 

- Room 4 – Promoter Office 

- Room 5 – Production/Promoter Room 

- Room 6 – Production/Promoter Room 

- Room 8 & 9 – Crew & Store Room (Unavailable to Hirer)

Further information on BOH will be provided in Backstage Briefing Notes.

Bag Restrictions & Backpacks
MCA

Backpack and Bag Restrictions are subject to change and are dependent on the Event – please refer to your Event Information/Briefing Notes for event specific conditions. 

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 30x30x30cm 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 Supervisors need to be notified of bags required for medical reasons. 

Sporting / Family events - backpacks and bags may be permitted provided they meet the specific Conditions of Entry for the event. 

Check the Event Information/Briefing Notes for further information. 

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

Bag Search Policy
M&OP

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
MCA

Refer to F - Food and Beverage Outlets

Bicycle Racks
M&OP

Bicycles are not permitted into any Venue. 

Bicycle racks are located outside the venue in the following locations: 

  • Garden Square – near the Northern Car Park / RLA Tram Stop 
  • Further bike racks will be installed off the Northern Roadway to the rear of THQ 
  • Olympic Boulevard (in front of RLA & JCA) 
  • Eastern Car Park 
  • Entrance E Roadway 
  • next to AAMI Park - Entrance F Roadway 
  • next to AAMI Park 

Bicycles are not permitted to be chained to any venue infrastructure, temporary or permanent, with the designated bicycle racks required to be used. 

Cyclists are required to supply their own bicycle lock. 

M&OP are not responsible for loss or damage to bicycles secured on site.

Bootlegger/Unauthorised Merchandise Seller
M&OP

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
M&OP

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
Bus Parking
M&OP

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

C

CENTREPIECE
M&OP

CENTREPIECE at Melbourne Park is M&OP’s newest venue. Construction is set for completion in July 2021, with the first events scheduled for August 2021. 

CENTREPIECE will replace the old Melbourne Park Function Centre and Tennis HQ Staff Café. 

Designed to host year-round events such as conferences, gala dinners, awards nights, weddings, exhibitions, cocktail parties and speaking events, 

CENTREPIECE at Melbourne Park will also host the worlds media during the Australian Open and restaurants/Corporate Hospitality. 

CENTREPIECE sits adjacent to Rod Laver Arena and Tennis HQ and once completed will feature the following: 

  • 2,000 sqm pillarless ballroom with operable walls that can separate the space into 3. The ballroom can host up to 1400 guests for a dinner or 3000 cocktail style.
  • 800 sqm pre-function space - 260 sqm outdoor terrace on Level 2
  • 180 sqm outdoor terrace on Level 3
  • 250 seat auditorium
  • 10 broadcast Studios (AO) that will be used as small meeting rooms Year Round
  • A further 5 small meeting rooms
  • Green Rooms and state of the art back of house facilities
  • Connection into Tennis HQ

As part of the Development, a 5,000 seat Showcourt Arena is being constructed for the Australian Open and for outdoor concerts Year-Round. The following is also being constructed as part of the Stage 3 Redevelopment Project: 

  • Central Production Kitchen on Level One
  • Central Logistics Hub on Level One, with connections into RLA, Tennis HQ and MCA
  • Dedicated Waste Compound
  • New Public Café and Hiring spaces adjacent to Garden Square.

For more information and updates visit the CENTREPIECE website www.centrepiecemelbourne.com

Café
M&OP

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

Camera Policy
M&OP

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.

Car Parking
M&OP

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.

Catering
MCA

Delaware North Catering (DNC) is the contracted caterer at the venue for the provision of both BOH, corporate and retail food and beverage offerings. 

Delaware North also operate the onsite café Collective Café located on Level 2 of Tennis HQ (THQ). 

Refer to C - Collective Cafe for further information. 

Refer to D – Delaware North Catering (DNC) for more information. 

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

Last Supper is a catering contractor utilised in all three arenas (RLA, MCA & JCA) for the provision of food and beverage offerings to select Hirers and in BOH areas only. The engagement of Last Supper is at the discretion of venue management.

Change Table – Baby
MCA

Baby change tables are available in all accessible (disabled) toilets located on Level 2 Concourse, next to Doors 6, 9, 16 & 19. 

A baby change table is also available in the Parents Room located on Level 2 Concourse between Doors 9 & 10 and Doors 19 & 20. 

Refer to Multi-Level Directional Map

Changerooms – Teams
MCA

Located: Basement Level - Back Of House Access: Accredited Personnel only MCA has several Changeroom/dressing room facilities within the Back of House areas. For each event, BOH room signage is displayed to indicate what changerooms are in use and by what teams/performers. 

Changerooms include toilets, basins and showering facilities, locker spaces, benches / seating and TV screens. 

All changerooms are flexible in design and have the ability to be divided into smaller changeroom spaces if required.

Changing Places
MCA
  • A Changing Places is a toilet and change facility that caters for guests with complex disabilities and their carers where they require additional space, assistance and specialised equipment to allow them to use toilets safely and comfortably. 
  • Each facility is equipped with a height adjustable adult-sized changing bench and a tracking hoist system with adequate space for a person with a disability and up to two carers. 
  • Unfortunately, MCA does not currently have a Changing Places facility.
Children - Free Entry (Babes in Arms)
M&OP

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.

Cirka Cleaning
M&OP

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.

Cloaking
MCA

Cloaking facilities are available at the following locations: 

  • Internal: Information Desk – opposite Door 7
  • External: Show Court 3 – opposite the MCA Box Office

There is no fee charged for cloaking. 

Large items such as suitcases, camping gear, fold-out chairs, pillows or sleeping bags will not be accepted to cloak. Small carry on size suitcases are permitted. 

All items will be visually inspected by our staff, and venue management reserve the right not to cloak certain items. 

Refer to P – Prohibited Items.

 

Items not collected at the end of an event are treated as Lost Property and are managed by M&OP’s Customer Service Officer and reception team. 

Refer to L - Lost Property for further information

Collective Café
M&OP

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

Companion Card
M&OP

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.

Complaints & Feedback
M&OP

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

Concession Cards/Tickets
M&OP
Refer to C - Concession Cards/Tickets
Concession Cards/Tickets
M&OP

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.

Conditions of Entry
MCA

The Conditions of Entry are prominently displayed at all guest entry points into the venue. Guests entering the Venue are bound by the Conditions of Entry. A guest who breaches any of the Conditions of Entry may be ejected from the venue.  At times, additional event conditions may also apply.

The Conditions of Entry Signage reads as below -

PROHIBITED ITEMS

The following items are not permitted in the venue:

  • Illegal substances including controlled, dangerous or illicit drugs
  • Flares, fireworks, smoke bombs or any other incendiary devices
  • Firearms and explosives, chemical, radioactive or biological substances
  • Laser lights
  • Alcohol
  • Plastic water bottles cannot exceed 600ml in size and must be unopened. There are water drinking fountains located in the concourse where you will be able to refill bottles at no cost.
  • Aerosol Cans of any kind
  • Animals (other than Assistance Dogs)
  • Bicycles, scooters, skateboards and rollerblades/ skates
  • 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
  • Chairs/ Stools
  • Glass (including bottles) or cans, metal or hard plastic containers including metal water bottles. (Note: at some events all bottles may be prohibited)
  • Posters, banners or flags larger than 1m in width or height, including any handles
  • Unauthorised advertising material or flyers
  • Musical instruments
  • Umbrellas
  • Prams, pushers, and strollers
  • Any large item that cannot be placed under a seat; and
  • Any other item that in the opinion of MOPT management could cause harm or public nuisance

BAG RESTRICTIONS FOR ENTERTAINMENT EVENTS:

In addition to our prohibited items list, there will be strict bag restrictions in place for entertainment events (concerts, comedy shows). The below bags will NOT be permitted into the Venue:

  • Backpacks of any size, including handbag style backpacks
  • Sports bags of any size
  • Any other bag larger than 30x30x30cm
  • Backpacks and larger bags will be permitted for sports events and children's shows. Any bags brought into the venue for these events must be able to fit comfortably under your seat.

Further bag restrictions may apply, pending event requirements – refer to Event Information/Briefing Notes for event specific restrictions.

ALCOHOL

The Arena is licensed and as such, the following provisions apply:

  • Alcoholic beverages must not be taken into or from the Venue.
  • Intoxicated persons will be refused entry/ evicted from the Venue.
  • Alcohol may only be consumed in designated areas,
  • Alcohol may not be permitted inside the Auditorium at some events.
  • It is an offence for minors to purchase or consume alcohol, or for a person to supply alcohol to a Minor.

Breaches of these laws may result in eviction from the Venue and the persons being reported to the Police (penalties apply under the Liquor Control Reform Act 1998).

SMOKING

  • Smoking is not permitted within the Venue.

TICKETS

  • Tickets must be retained at all times (unless exchanged for a wristband).
  • Any tickets that are damaged, defaced or have been purchased from an unauthorised agent will not permit the holder to be admitted to the Venue.
  • Guests must occupy the seats specified on their ticket.
  • Guests who have purchased a concessional ticket for an event must be able to provide valid proof of concession (i.e. proof of age identification or concession card) upon entry into the Venue or when requested.

RESTRICTIONS ON ENTRY

M&OP management reserves the right to:

  • Refuse entry to any person;
  • Inspect any bags, clothing or other items at entry point or within the Venue at any time.

EJECTION FROM VENUE

A person may be liable for prosecution or a fine or may be ejected from the Venue where that person:

  • Uses foul or abusive language or makes racial or threatening remarks or gestures;
  • Is deemed by Venue Management to be displaying offensive, disorderly or unlawful behaviour;
  • Enters the Venue or other restricted internal area without proper authorisation; or
  • Fails to comply with these conditions of entry or a lawful request from Venue staff.
  • No ticket refund will be paid to any person who is ejected from the Venue. It is an offence for a person to re-enter the Venue for a period of 24 hours after being ejected from the Venue.

OTHER CONDITIONS OF ENTRY

  • Persons under 12 years of age must be accompanied by a parent or guardian at all times within the Venue
  • By entering the Venue, guests agree for their image, likeness or voice to be used as part of any recording of the event.
  • Guests are advised that the Venue is fitted with electronic surveillance and guests may be filmed in any area of the Venue.
  • Pass outs will be issued at the discretion of the Venue Hirer or Venue Management.
  • Guests enter the Venue at their own risk. MOPT has no liability whatsoever for any damaged, lost or stolen property nor for any other loss, damage or injury suffered by any guest, whether in contract, tort or statutory liability to the full extent permitted by law.

In addition to the matters set out above, the Trust may exercise any rights granted under the Major Sporting Events Act 2009 (Vic) or other legislation or regulations pertaining to the Venue.

These conditions may vary between events.

Contractor Induction
M&OP

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.

Corporate Suites
MCA

There are 3 Corporate Suites at MCA (located at Level 3 North) – named Box A, B & C.

Internally the Corporate Suites can be accessed via Lift 1 (North East) or using the stairwells in the North East or North West corners of the Level 2 concourse.

There is no outdoor seating for the suites.

No glassware is permitted outside the corporate suite.

Couriers
M&OP

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 / Gambling & Betting In Venue
M&OP

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.

Crowd Controller
M&OP

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.

Crying Room
M&OP

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

D

Damaged Ticket
M&OP

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.

Defibrillator (AED)
MCA

Defibrillators (AED) are located in the following areas:

  • Level 1 – East: Precinct Operations Centre (POC)
  • Level 1 – North: RLA/MCA Staff Muster Area

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
M&OP

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.

Deliveries
M&OP

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.

Dietary Requirements
MCA

Healthy food options (gluten friendly) available at:

 

OutletLocationFood Options
LoadedBetween Door 6 & 7Loaded in a Bowl
Food Store SouthBetween Door 30 & 31Beef Burger

 

Vegetarian food options available at:

 

OutletLocationFood Options
Food Store SouthBetween Door 30 & 31Vegie Katsu
The ChipperBetween Door 6 & 7The Chipper Vegetarian
Food Store NorthBetween Door 16 & 17Hot Chips
LoadedBetween Door 6 & 7Hot Chips
Food Store SouthBetween Door 30 & 31Hot Chips
LoadedBetween Door 6 & 7Vegetarian Loaded
Salads at Butchers BlockBetween Door 30 & 31Packaged Sandwiches and Salads
Terrace BarOpposite Door 10Packaged Sandwiches and Salads

 

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

Disabled Access, Ticketing and Facilities
M&OP
Refer to A - Accessible Access, Ticketing & Facilities
Diversity Inclusion
M&OP

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.

Door Opening Times
MCA

Door opening times are determined by the hirer. They may set differing times for Inner and Outer Door Opening. Refer to Event Information/Briefing Notes for exact times.

The MCA Box Office typically opens between 15-30 minutes prior to Outer Door Opening.

All doors must remain closed, regardless of the time, until the direction to open is communicated by the Event Manager or the VCC

Those who require access prior to Door Opening must get approval from the Event Manager or the VCC.

Doors
MCA

MCA has a total of 42 Arena Door around the venue, Doors 1-20 are located on Level 2 Concourse and Doors 21-42 are located on Level 3 of the venue. Not all doors are always open and operational for every event, refer to Event Information/Briefing Notes for further information.

Event tickets and venue wayfinding systems use Levels and Doors as the primary means of directing guests.

Referring to door numbers should be used as much as possible when directing guests around the venue.

Guests are able to circulate the venue on Level 2 or 3, however, it is still important to referred them to the correct lifts or stairs to access their seat.

Floor access is via the Stairs to Floor within the lower seating bowl. Alternatively, for those who cannot manage stairs, Lift 2 can be utilised to access the Floor area via staff escort.

During entertainment events, doors should be closed once an artist is on stage to mitigate light and noise bleed.

Dress Code (Guest)
M&OP

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

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

Drop Off Areas
M&OP

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.   

Duplicate Ticket
M&OP

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.

E

EFTPOS
M&OP

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.

Ear Plugs
M&OP

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

Edwin Flack Bridge
M&OP

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.

Edwin’s Cafe
M&OP

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

Emergencies
M&OP
Emergency Alarms & Evacuation Procedures
M&OP

Refer to E - Emergencies for further information

Emergency Alarms & Evacuation Procedures
M&OP

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.

Emergency Codes
M&OP

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
Emergency Management
M&OP

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.

Entry Points
M&OP
Entry Points (Public)
MCA

MCA has two main public entries into the venue:

  • Garden Square Entry (North East)
  • Tanderrum Bridge Entry (North West)

Simultaneous use of both entries will only be utilised for the larger events, or as directed by the Event Manager.

The North East entry is the primary accessible entry. Guests with limited mobility will be directed to enter the Arena via Lift 1, off Garden Square.

Lift 1 Entry will have a security checkpoint and team member located with hand held scanner to accommodate guests with accessibility needs.

 

All entrances are accessibility friendly.

Security screening which includes bag checks and wanding are in place at each entrance.

For Internal access, refer to D - Doors

Event Workforce Group (EWG)
M&OP

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.

Events (Upcoming)
M&OP

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/

Eviction Process
M&OP

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.

Exit Doors (Access to Floor)
MCA

MCA has 3 Exit Doors off the floor located:

  • Exit Door 1 – North East – Ramp (BOH – No access to the general public)
  • Exit Door 2 – South East – Ramp (Access to Loading Dock Area & Guest Access to floor from Lift 2)
  • Exit Door 3 – South West – Stairs (Access to Floor Bar & Entrance B Car Park)
Exit/Re-Entry Process to Venue
M&OP
Refer to P - Pass Out Policy

F

Fire Indicator Panel Room (FIP Room)
MCA

Also referred to as the Fire Control Room.

MCA does not have its own FIP Room and is instead shared with Rod Laver Arena.

Located: Rod Laver Arena – Loading Dock Fire Control Room (Opposite Gate 3)

Access: Entrance C off Batman Avenue.

An additional mimic panel can be found in the Precinct Operations Centre (Rod Laver Arena – adjacent to the VCC).

First Aid
MCA

St John Ambulance personnel are onsite for every event to provide guests and staff with first aid medical assistance, if required.

There is one dedicated First Aid Room within MCA for public access:

  • Level 2 Concourse: Between Doors 5 & 6

At times (for larger or higher risk events), there may be a number of temporary First Aid Posts positioned around the venue.  Whilst some locations may be used more frequently than others, please ensure you refer to your Event Information/Briefing Notes for confirmation. Below is a list of temporary locations:

  • Ground Level – Exit Door 2 Ramp (BOH )
  • Ground Level – Stage Left / Stage Right (Floor)
  • Level 2 Concourse: RLA First Aid Post (between RLA Doors 14 & 15)   
  • Ground Level – MCA Room 8 & 9

In addition to the First Aid Room(s), St John Ambulance may have crews positioned around the venue (fixed position or roving).

Guests requesting minor first aid (band aid, headache tablet etc.) should be referred to the closest First Aid location/crew – ‘walk-ins’ are welcome. Refer to your Event Information/Briefing Notes.

First Aid
MCA
St John Ambulance personnel are onsite for every event to provide guests and staff with first aid medical assistance, if required. There are two dedicated First Aid Rooms for public access: Level 1: Aisle 1 Level 1: Aisle 21 The Main First Aid Room is: Located back of house on Ground Level West. No public access to this room. Access to the Main First Aid Room for emergency vehicles is via the Players and Officials Entry off Entrance E. Internal access via Goods Lift E is restricted to members in uniform and accompanied patients and family/friends. Guests may be transferred to the Main First Aid Room for observation or transportation by ambulance or private vehicle. The location of the Main First Aid Room is subject to change. Refer to Event Information/Briefing Notes for further restrictions. In addition to First Aid Room(s), St John Ambulance may have crews positioned around the Stadium (fixed position or roving). A guest requiring first aid may ‘walk in’ to either of the First Aid Rooms on Level 1 for assistance.
Guests requesting minor first aid (band aid, headache tablet) should be referred to the closest First Aid Room on Level 1. For more serious ailments or if there is any doubt as to the nature or severity of the incident, a request for first aid assistance must be communicated to the SCC. If the guest is able to walk safely, escort them to the closest First Aid location. If unable to do so, stay with them, contact the SCC via two-way radio or and provide the  following information: Problem (e.g. feeling dizzy, unconscious/breathing, laceration to leg, etc. as much relevant information as possible) Approximate age and sex of guest Location (Exact location of the incident/guest, not where caller is at that time) – A crew will be dispatched to this location If contact with the SCC cannot be made, go to the nearest First Aid post and request assistance directly. It is important that only one request per incident is made. If you contact the SCC and also request assistance from a First Aid Post, it will be assumed that there are two separate incidents resulting in two crews being deployed, creating delays and wasting resources.
First Aid Equipment
MCA

First Aid kits are located in the following areas:

  • Ground Level – East: Outside MCA Room 8 & 9 (BOH – Loading Dock Roadway)
  • Ground Level – East: Precinct Operations Centre (POC)
  • Ground Level – South: Gatehouse Keeper Control Room (BOH – Loading Dock)
  • Ground Level – North: RLA/MCA Staff Sign On & Tea Room
  • Level 2 – East: Between Doors 5 & 6
  • Level 2 – South: Information Counter (Opposite Door 7)
  • Level 3 – North: Between Doors 40 & 41

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

Flags and Banners Policy
M&OP

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.

Floor Bar
MCA

Floor Bar located through Exit Door 3. Accessible via the Arena floor.

Floor Bar has alcoholic and non-alcoholic beverages and snacks available for guests on the floor.

The Floor Bar is not open for all events – please refer to your Event Information/Briefing Notes.

Food and Beverage Outlets
MCA

Retail Food and Beverage is supplied by Delaware North.

All permanent public food and beverage outlets are located on the concourse:

 

DOOR NO/LOCATIONOUTLETOFFERINGBAR
Level 2 - Door 17 & 18North BarBar & CoffeeYES
Level 2 - Doors 18 & 19Food Store NorthHot dogs, Fish & Chips & BurgersNO
North EndLoadedHot chips, Chicken/lamb flatbreadsNO
Level 2 - Doors 6 & 7Botanical Bar (South)Bar & CoffeeYES
Level 2 - Doors 6 & 7The Chipper (South)Bar & Loaded FriesYES
Level 2 - Doors 7 & 8Butcher's Block (South)Bar & Roast Meat RollsYES
Level 2 - Doors 8 & 9Food Store SouthBar & Hot dogs, Fish & Chips & BurgersYES
Level 2 - Doors 9 & 10Terrace BarBar & CoffeeYES
Floor - Exit Door 3Floor BarBarYES
Garden Square EntranceElbow BarBarYES
RLA ConcourseRLA Bar 7BarYes

 

Food and Beverage outlets are subject to change, to provide specialised offerings per event – refer to the Event Information/Briefing Notes for confirmation.

Forgotten Tickets
M&OP

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.

Function Rooms
MCA

LEVEL 3 LANDINGS

MCA has a number of unique spaces, that are ideal for hosting exclusive pre or post event functions.  These spaces offer outstanding views across Melbourne’s CBD skyline, the Yarra River and the Royal Botanic Gardens, or the world class tennis courts of the Australian Open.

City View Landing – North West – Opposite Door 38 and 39

River View Landing – South – Opposite Door 29

AMEX Lounge

Refer to A - AMEX Lounge

CENTREPIECE

Refer to C - CENTREPIECE

G

Garden Square
M&OP

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

General Admission
M&OP

General Admission (GA) refers to an unreserved seat/section, ticket or event, where a seat is not reserved and allocated to a guest.

General Admission tickets can be for:

  • A standing floor
  • Unreserved seating: can be the entire venue seating bowl or a designated section(s) of seats within a venue
  • Access to the standing floor and unreserved seating. Refer to G - General Admission Free Flow

Sporting teams may also have General Admission Memberships as well which provides members access to an unreserved seat within a designated team area/section in the venue.

General Admission Free Flow
MCA

General Admission (GA) Free Flow is an event mode with a single ticket price point. All tickets for this event are General Admission and have the ability to access both the standing floor and auditorium seating.

GA Free Flow involves a combination of seating and standing areas within the venue, with the standing area on the floor having a strict capacity with access on a first come, first served basis.

Check your Event Information/Briefing Notes for further information.

Glasshouse (Eatery)
M&OP

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 Bookings
M&OP

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

H

Hand scanners
M&OP

Hand Scanners may be used in some venues in place of turnstiles or in addition to.

Hand Scanner Operations:

  1. Aim the scan window towards the barcode. Hold the scanner approx. 30cm away from the ticket.
  2. Press yellow Scan button (on side or front). The LED status light on the front will turn red while the scanner is active.
  3. Centre the laser on the barcode.
  4. Wait for the scanner to scan the barcode. The LED status light will change to green and the device will beep, scanner will indicate the scan result on the screen

Hints:

  • If the barcode does not read easily, move the scanner slowly towards and away from the ticket
  • Look and Listen for the STOP and GO symbols and sounds
  • Ask customers to switch to highest brightness for Mobile Tickets
  • Only scan Print-At-Home tickets if printed out, not off a mobile
  • If STOP symbol appears, the Response Box above it will outline the reasoning e.g. Invalid Event, Invalid Date, Invalid Time, Already In or Cancelled and the guest must be directed to the Ticket Box Office/Ticket Sales

Entry/Exit Scanning

Depending on the device there is two ways you can switch between Entry and Exit mode:

  1. Go to the File > Setup screen and check the Exit Mode box. Uncheck the box to return to Entry Mode.
  2. Click the GoTo EXIT button on the PGate Home Screen. The button will change to a GoToEntry button. Press that button to return to Entry Mode.
Hearing Augmentation & Hearing Loop
MCA

Hearing Augmentation is the transmitting and receiving system to enhance the audio for people with a hearing impairment.

MCA has available individual receivers that are worn by a guest to receive the radio waves via an FM transmitter to pick up the sound of an event. Hearing Augmentation FM transmissions can be picked up from any location within the auditorium.

Hearing Augmentation FM devices can be sourced from the Information Desk along with further information on the devices and system.

Hearing Augmentation via the FM transmitter is only available, MCA does not have Hearing Loop infrastructure within the seating bowl like MA.

Hearing Augmentation is available at some events where the audio feed is provided to the venue by the hirer. Please confirm with the Event Manager or VCC as to whether the Hearing Augmentation devices or Hearing Loop are applicable for the event.

Hearing Augmentation & Hearing Loop
MCA
HEARING AUGMENTATION Hearing Augmentation is the transmitting and receiving system to enhance the audio for people with a hearing impairment. John Cain Arena has available individual receivers that are worn by a guest to receive the radio waves via an FM transmitter to pick up the sound of an event. Hearing Augmentation FM transmissions can be picked up from any location within the auditorium. Hearing Augmentation FM devices can be sourced from the Information Desk along with further information on the devices and system.
HEARING LOOP A Hearing Loop is an audio signal which is amplified via an induction loop embedded in the floor of a specific section on seating in the venue creating a magnetic field in which guests in those seats can receive a wireless audio signal via their own hearing aid.  At John Cain Arena the Hearing Loop section is located in the last two rows of sections 33 & 34 (Rows T & U) and the front row of section 58 (Row AA). Hearing Augmentation and Hearing Loop is available at some events where in-house venue PA is used or the audio feed is provided to the venue by the hirer. Please confirm with the Event Manager or VCC as to whether the Hearing Augmentation devices or Hearing Loop are applicable for the event.

I

Incident Reporting
M&OP

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.

Information Desk
MCA

MCA operates an Information Desk on the internal concourse (Level 2), which can be found opposite Door 7. Information Staff can be reached via two-way radio, or by phone on 9286 8017.

The Information Desk provides the following services:

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

J

No listings under J

K

No listings under K

L

Levels
M&OP
Levels (External)
MCA

Externally the Venue has the following areas located within their levels:

LEVEL 1 (GROUND LEVEL)

Ground Level, Garden Square

Lift 1 Lobby – Accessible Turnstile Entry, ATM access & Bathroom facilities

Artist Entry

MCA Ticket Box Office

External Cloaking (Show Court 3)

LEVEL 2

Main Entries, Garden Square Entrance and Tanderrum Bridge Entrance

Smoking Area (South/Berm) – Opposite Doors 8 & 9

Levels (Internal)
MCA

Internally there are three levels, three of which include seating.

LEVEL 1 (GROUND LEVEL)

Includes: Arena Floor, Artist Entry, ATM, Back of House Areas, Box Office (Ticket Sales), Changerooms A-F, Exit Doors 1-3 (Access to Floor), Lift 1 (Public), Lift 2 (BOH Only), Loading Dock/Stage Door, Promoter Parking, Production Offices, Venue Control Centre, Security Office, Staff Entry Corridor, Staff Muster Area, Staff Sign On, Main Kitchen and Tennis World.

LEVEL 2 (CONCOURSE LEVEL)

Includes: Public Entry Turnstiles (North East), Public Seating Doors 1 –  20, Toilets, Food & Beverage Outlets, Information & Cloaking, Internal Stairs, Lift 1 (Public), Lift 2 (BOH Only), Parents Rooms, Baby Change Facilities, Merchandise Outlets, Smoking Area, First Aid Room, North West Concourse – Opposite Doors 16 (near Tanderrum Bridge Entry) and South West Concourse – Opposite Door 10 (near Terrace Bar)

LEVEL 3

Public Seating Doors 21 – 42, Media Boxes A, B & C, Roof Control Room and Control Room (House Lighting, Arena Audio & PA), Video Board Room x 4, Lift 1 (Public), Lift 2 (BOH Only) and Internal Stairs.

Lifts
MCA

Lifts are the primary means of ingress, egress and guest movements between levels of the venue at MCA for guests with accessibility needs who are unable to manage stairs.

Team members and service partners are not permitted to use public lifts once doors have opened.

Back of House Lifts are strictly for team members only – unless approved by the Event Manager (e.g. guests with accessibility needs requiring access the Arena Floor).

LIFT LOCATIONACCESS TO
Lift 1Garden Square Entrance – North East CornerGround Level, Level 2 and Level 3 – Public Areas.
Lift 2Level 2 – Opposite Door 3 (East)Ground Level (BOH, Floor & Loading Dock), Back of House to Elbow Bar (Level 2),  and Amex Lounge (Level 3).
Lift 3Western Berm / Back of House RoadwayGround Level (BOH) & Level 2 (External – South)
Lift 4Floor Bar (Exit Door 3)Ground Level – Floor Bar & Accessible Toilet only
Liquor Licence
M&OP

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.

Loading Dock and Roadway
MCA

MCA

Ground Level, South East

Gate 2 Off Batman Avenue

Also used by DNC

RLA

Ground Level, South West

Off Batman Avenue

Lost and Found Children/Persons
M&OP

The designated reception areas for lost children or persons are the Information Desks/Customer Service Centres at each Venue.

When a lost child or person is reported lost or is found:

  • Report the finding of the lost child / person or the report of a lost child / person or to your Supervisor or VCC/SCC immediately.
  • Remain with the companion or lost child / person in the same location until your Supervisor arrives or advised by the VCC/SCC.
  • Reassure them that every effort will be made to reunite them with their companion or lost child / person.

REPORTING OF A LOST CHILD/PERSON

Find out the child / person’s name, age, sex, height, build, hair colour / style, other distinguishing features and description of clothing. Refer to Lost and Found Children and Persons Checklist:

Ask if the child / person has any disabilities such as mental, physical or language.

Call the VCC/SCC and provide all details.

Accompany the companion back to their seats to see if the child / person has returned to their seat.

Determine whether there were any arrangements made if they became separated, for example, meet at Door 1. Accompany the companion to the meeting point.

If the child / person cannot be found during this time, escort the companion to the nearest Information Desk/Customer Service Centre.

M&OP Team members should do the following if they hear a radio broadcast from the VCC/SCC regarding a lost child or person:

Listen carefully to the description of the lost child or person.

If able to leave your position have a look for the lost child or person in nearby toilets, food, beverage and merchandise outlets, parents’ rooms, seating areas, lifts and stairs. Team members in external positions should check the external concourse, car parks etc.

Pass the information on to other team members who do not have a two-way radio.

REPORTING OF A FOUND CHILD/PERSON

Notify the VCC/SCC that you have found a lost child / person and their name in case the companion has already reported them lost.

Ask the lost child / person where they became separated or the last time they saw their companion.

Remain with the lost child / person in that location for a short period of time (10 to 15 minutes) as their companion may be looking for them.

Find out the name of and relationship of their companion.

Ask the child / person if they know their companions mobile phone number. If so, ask the VCC/SCC to call the number.

Ask them if they have their event ticket or if not, do they know where they were sitting. Accompany the lost child / person back to their seat to see if their companion is there.

Ask them if there were any arrangements made if they became separated, for example, meet at Door 1. Accompany the child / person to that meeting point.

If the companion is found, ensure that the lost child / person can confirm who they are. Request identification and record the details prior to handing back the lost child / person.

If the companion cannot be found during this time provide full details to the VCC/SCC including name (check for visible identification and / or a wristband with a telephone number) or if not possible provide a full description – age, sex, height, build, hair colour / style, other distinguishing features and description of clothing etc.

Escort the child / person to the nearest Information Desk/Customer Service Centre.

Lost and Found Property
M&OP

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/

Lost or Stolen Tickets
M&OP

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.

M

MSS Security (MSS)
M&OP

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.

Major Sporting Events Act 2009
M&OP

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.

Media Centre & Facilities
MCA

Level 3

Media Box A between Doors 39 & 40

Media Box B between Doors 40 & 41

Media Box C between Doors 38 & 39


Access: Accredited Media Only

via Garden Square Entrance (North East) Turnstiles

From Level 2: Lift 1 or all internal stairs access to Level 3 (opposite Door 20 and Door 16)

Media Policy
M&OP

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.

Merchandise
MCA

There are three merchandise outlets utilised at MCA events:

  • Level 2 – Door 6 (Internal)
  • Level 2 – Door 19 (Internal)
  • Ground Level – Garden Square (Show Court 3 – External)

In addition to permanent merchandise outlets, there are also opportunities for temporary merchandise outlets to be set up on the internal concourse or external to the venue.  Check your Event Information/Briefing Notes at each event to determine which outlets are open as this will vary from event to event.

For most events at MCA, the merchandise outlets are managed and staffed by M&OP team members.

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

N

National Tennis Centre
M&OP

Melbourne Park and Rod Laver Arena was previously known as the National Tennis Centre.

Melbourne and Olympic Park’s new National Tennis Centre was opened in 2014.

The National Tennis Centre features eight indoor and 13 outdoor courts for elite training and general public use, as well as a state of the art player gym, lounge and change room facilities.  There are cameras on every court with video analysis facilities

The Eastern Plaza includes eight indoor tennis courts, five outdoor hard courts, further down the ramp there are six outdoor Italian clay courts and two additional hard courts.

Courts can be booked through Tennis World. Refer to T - Tennis Court Hire.

The National Tennis Centre also includes warm up and warm down facilities for athletes, including recovery pools.

Refer to T - Tennis World for further information.

 

O

Occupational Health & Safety (OH&S)
M&OP

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

Outside Broadcast (OB) Compound
MCA

The OB compound can be set up in the following areas:

Ground Level –  MCA Loading Dock, via Gate 2 (Batman Avenue)

Broadcasters arriving to set up in the OB area must report to the Precinct Operations Centre, or if rostered on, the Gatehouse Keeper on arrival. The Security Control Office or Gatehouse Keeper will facilitate access.

P

Parents Room
MCA

Parents Rooms also provide the facilities necessary to tend to a baby.

The facilities available in the Parents Rooms include:

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

Parents Rooms are available at the following locations:

  • Level 2 – between Door 5 & 6
  • Level 2 – between Door 19 & 20
  • Level 2 – between Door 8 & 9
  • Level 2 – between Door 15 & 16

There are no toilets facilities within this room, however, there is an Accessible toilet opposite the parent room if required.

Parking
M&OP

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

Pass Out Policy
MCA

In order to leave an event at MCA, then re-enter, guests are required to scan their ticket out at the exit turnstile or hand scanner.

Exit turnstiles or hand scanners are located at the main entry points.

The guest can re-enter through any entry with a turnstile or hand scanner.

Guests wishing to smoke should be directed to the designated smoking area (external), if available, or will otherwise need to scan out.

Guests will generally exit at major breaks e.g. interval for a concert and then look to re-enter the venue again.

There may be exceptions for certain events or corporate spaces, refer to the Event Information/Briefing Notes for more details.   

Pram Policy
M&OP
Refer to R – Restricted Items
Prayer Room (Multi Faith)
M&OP

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.

Precinct Operations Centre (POC)
M&OP

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

Problem Tickets
M&OP

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.

Prohibited Items
MCA

Prohibited items are not permitted into the venue, under any circumstances. There are two types of prohibited items:

  1.  Those items prohibited by law:
  • Illegal substances including controlled, dangerous or illicit drugs
  • Incendiary devices (flares, fireworks and smoke bombs)
  • Firearms and explosives
  • Chemical, radioactive or biological substances
  • Police must be involved where a guest is found to be in possession of an item prohibited by law.

     2. Those items deemed by the venue to be a security or safety risk or a threat to the commercial interests of the venue:

  • Laser lights
  • Alcohol
  • Aerosol Cans of Sunscreen
  • Animals (other than Assistance Dogs)
  • Bicycles, scooters, skateboards and rollerblades/ skates
  • 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
  • Laptops
  • Camera Tripods
  • Chairs/ Stools
  • Glass (including bottles) or cans, metal or hard plastic containers including metal water bottles. (Note: at some events all bottles may be prohibited)
  • Plastic water bottles cannot exceed 600ml in size.
  • Posters, banners or flags larger than 1m in width or height, including any handles
  • Unauthorised advertising material or flyers
  • Musical instruments
  • Umbrellas
  • Prams, pushers, and strollers
  • Any large item that cannot be placed under a seat; and
  • Any other item that in the opinion of MOPT management could cause harm or public nuisance

Guests in possession of items prohibited by the venue will be required to cloak them, surrender them or return the item to their vehicle depending on the item.

The following prohibited items only can be cloaked.

  • Scooters, skateboards and rollerblades/skates
  • Professional cameras, audio recording devices or video cameras
  • Camera Tripods and detachable lenses
  • Laptops
  • Glass (including bottles) or cans, metal or hard plastic containers including metal water bottles.
  • Musical instruments
  • Umbrellas
  • Prams, pushers, and strollers
  • Any large item that cannot be placed under a seat

Cloaking will not accept large items such as suitcases, camping gear, fold-out chairs, pillows or sleeping bags. Small carry on size suitcases are permitted.

Refer also to C - Conditions of Entry and R – Restricted Items

Public Address
M&OP

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.

Public Phones
MCA
There are no public phones available at MCA
Public Transport
M&OP
No Text

Q

No listings under Q

R

Radios
M&OP
No Text
Reception
M&OP

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

Restricted Items (Umbrellas, Prams, Laptops, Eskies and other large items) Policies
MCA

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

  • Small umbrellas are permitted into the venue however must not be opened.
  • Larger golf umbrellas must be cloaked at the relevant cloaking booth free of charge.

Refer to U - Umbrellas for further information.

  • 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 required to be cloaked and are not permitted into the auditorium. Egress is restricted or blocked by prams or pushers in the auditorium.
  • For exceptional circumstances please request support from a Supervisor or the VCC.

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

S

Scoreboard
MCA
Refer to V – Video Screens / LEDs
Seat Does Not Exist
M&OP

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.

Seating Areas for Public
MCA

There are multiple seating options available for guests around MCA:

Level 2 (Concourse)

  • Between Doors 17 - 19  - northern concourse (tables and chairs)
  • Between Doors 6 - 9 - southern concourse (tables and chairs)
  • Between Doors 11 - 15 against the glass wall of MCA (bench seating)

Level 3

  • Landing near Lift 1, close to Door 21 (couches)
Seats
MCA

The total seated capacity in MCA when in-the-round is 7,568 (including wheelchair bays), however, is event and mode dependent.

Seats are located by Level, Section, Door, 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 as well as on each seat.

The front row of each level starts with the letter A. The rows of the Upper Sections on Level 3 is marked with two letters of the alphabet, for example the front row is AA.

NOTE: There are NO Rows I or Q on any Level in the Arena (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 venue is 407 on Level 2 and 454 on Level 3. Seat numbers go in an clockwise direction on Level 2 and Level 3.

Level 2 the seat numbers are unique and do not repeat. Seat number 1 begins in Section 4 with easiest access through Door 20.

Level 3 the seat numbers are unique and do not repeat. Seat number 1 begins in Section 22 with easiest access through door 42.

Floor seating is dependent on the event and will differ on the mode, please refer to your Event Information/Briefing notes for more information.

An event-specific ticketing seating map will be provided in your Event Information/Briefing Notes for further information.

Smoking Area
MCA

Guests wishing to smoke should be directed to the designated smoking area (external) – opposite Door 8 & 9 near the south concourse. 

The external smoking area is included in the ticketed/licensed zone, which permits guests to take alcohol into this area. 

Refer to the Event Information/Briefing Notes for confirmation on smoking areas and locations

Smoking Policy
M&OP

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.

Social Media
MCA

Guests can follow Margaret Court Arena through the MCA website, Facebook, Instagram and Twitter.

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

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

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

Twitter: https://twitter.com/MCourtArena

Join the conversation using #MCA,  #MargaretCourtArena or @mcourtarena

St John Ambulance
M&OP

St John Ambulance is M&OPs First Aid Service Partner and are onsite for all events. 

Refer to F - First Aid for further information.

Staff Briefings
M&OP

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.

Staff Entry & Sign On
MCA

Located: Rod Laver Arena, Level 1

Access: via Garden Square and through the Keymaster doors.

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 members, service partners and other service providers) unless otherwise accredited must enter the venue on an event day via the Staff Entry and be checked in.

This includes event team members from M&OP, Delaware North, MSS Security, EWG, Merchandise, Ticketek, Victoria Police, St John Ambulance and other miscellaneous team members and service partners

Entry to the venue via external public doors 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
  • Venue

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

  • All team members and service partners must report to the Staff Entry checkpoint upon arrival and are required to report to Staff Sign On to sign on/sign off, collect Event Information/Briefing Notes, uniform and equipment
  • Staff Sign On will verify the right of the team member or service partner to enter the venue for the Event from employee lists provided
Staff Facilities
M&OP
Staff Food & Beverage Discounted Outlet
M&OP
Staff have access to a discount to food outlets when they are on shift in uniform. Refer to Event Information/Briefing Notes for further information on which outlets can be accessed and are open.
Stairs
MCA

Stairs facilitate access to all levels within the venue.

Level 3 access via stairs on Level 2 opposite Door 7, 16 and 20

LocationReferenceAccess
External
External East (Garden Square)North East Stairs

Level 1 External

Level 2 Internal – Main Turnstiles

LocationReferenceAccess
Internal
North EastNorth East StairsLevel 1,2,3
North WestNorth West StairsLevel 1,2,3
South EastSouth East StairsLevel 2,3
North EastNorth East StairsLevel 2,3

There are no ramps in the arena concourse or auditorium.

The lifts also provide access to each level however these are not to be used in an emergency.

Stairs to Floor
MCA

Stairs to Floor access for guests depends on the event, refer to the Event Information/Briefing Notes for specific details. 

They accommodate access to the floor from the lower seating bowl. 

The maximum number of stairs to floor for events in MCA is six (6).

Standard Operating Procedures (SOP’s)
M&OP

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.

Standing Areas
MCA

With exception of the General Admission Arena Floor, MCA is designed to be fully seated. This is subject to change as some events will allow standing and dancing in front of seats, any questions should be referred to your supervisor or the VCC.

For safety measures, there are no standing areas on the transverse aisles or dancing on the stairs.

Sustainability
M&OP

M&OP is committed to being an environmentally responsible organisation and is working to reduce water, waste and energy consumption in its efforts to deliver benefits to the people of Victoria.

M&OP demonstrates sustainability through the following ways:

LEED Gold Certified Buildings

• The M&OP precinct is home to several LEED (leadership in Energy and Environment Total Design) Gold certified venues which include Margaret Court Arena, the National Tennis Centre, Tennis HQ administrative building, Rod Laver Arena's Eastern Annex as well as the soon to be CENTREPIECE.

• These venues are recognised for their best-in-class building strategies and practices ensuring water and energy efficiency, use of materials and resources and innovation in design are achieved

Food & Beverage Packaging

• Straws: bio-degradable ‘Eco Straws’ are available on request only, having been removed from being freely available ad counters and condiment stands within Rod Laver Arena and John Cain Arena.

• Post-mix cups: an alternative lid has been sourced to eliminate the need for straws.

• Packaging, paper plates, napkins and paper towels: made from recycled materials.

• Wooden cutlery: made from either recycled materials or sustainable plantation timbers.

• Plastic cutlery: items are biodegradable.

• Plastic cups: bio-compostable and all certified to AS4736 standards.

• Cup carry trays: plastic with a Recycle 6 mark.

• Corporate area plates: made with sustainable plantation bamboo.

Green Space

• Emphasis on green spaces across the site, including planting of trees to provide shade, garden beds and grassed areas.

Water Harvesting System

• M&OP has an underground 4.5 megalitre stormwater retention tank under GSO which harvest rainwater of which is used for flushing toilets and irrigation of some of the precincts green space areas

T

Taxi Rank
M&OP
A taxi rank is located on Olympic Boulevard in between Rod Laver Arena and John Cain Arena.
Tea / Break Rooms
MCA

The team members’ break room is located within the Muster area. All team members and service partners may use the Muster Room for breaks.

Team member toilets, showers and change room facilities are located near the Muster Room

Team member's can cloak personal items in lockers located inside the adjacent change rooms

Tennis Court Hire
M&OP

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
M&OP

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.

Tennis World
M&OP

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

Ticket Box Office/ Ticket Sales Outlets
M&OP

Ticket sales (subject to availability) and ticket collection will be available at the registered Venue Ticket Box Offices/Ticket Sales Outlets listed below:

AAMI Park Ticket Sales:

There are two ticket sales box offices at the Stadium:

Ticket Sales E (Ground Level North West)            

Ticket Sales F (Ground Level North East)             

Ticket sales outlets are open 15 minutes prior to gate opening time and close 15 minutes after half time (or once the game has recommenced).

John Cain Arena Ticket Box Office:

The JCA Ticket Box Office is located on the Western side of the venue next to the main entry near Grand Slam Oval.

The Box Office will generally open 30 minutes prior to the Outer Door opening time

Margaret Court Arena Ticket Box Office:

The MCA Ticket Box Office is located next to the Northern Entry opposite Show Court 3.

The Box Office will generally open 30 minutes prior to the Outer Door opening time

Rod Laver Arena Ticket Box Office:

The Ticket Box Office is located next to the Eastern Entry off Grand Slam Oval.

The Box Office will generally open 30 minutes prior to the Outer Door opening time

Please refer to Event Information/Briefing Notes for confirmed Box Office / Ticket Sale locations and confirmed times.

Ticket Collections
M&OP

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 Policies
M&OP
Ticket Sales
M&OP

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 Scalpers
M&OP

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
M&OP

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.

Ticketing Terms & Conditions
M&OP

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.

Toilets
M&OP
Toilets - External
MCA

There is a public toilet facility available on the City side of Show Court 3.

There are also public toilets available within the Collective Café at Tennis HQ. Access to these toilets however is subject to the hours of operation and may be limited.

Toilets - Internal
MCA

There are multiple toilet facilities throughout MCA as listed below.

LEVEL 1

Main toilets located on Level 1 but are accessed via Level 2 stairs.

LEVEL 2

  • Opposite Door 11 - South West Corner Toilet Block (All gender toilets)
  • Opposite Door 16
  • Opposite Door 19
  • Accessible toilets are located near Doors 6, 9, 16 and 19.

Refer to Multi-Level Map

Toilets and Changerooms
MCA

Team member toilets, showers and change room facilities are located on Level 1, next to the Staff Sign On.

Tours
M&OP

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
M&OP

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.
Tram
M&OP

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.
Trophy Cabinet
MCA

The MCA Trophy Cabinets are located:

  • Between Door 20 and Door 1
  • The Botanical Bar opposite Door 8
  • Outside Door 11 opposite Door 16
Turnstiles
MCA

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.

Hand scanners can be collected from the MCA Box Office (Opposite Show Court 3). They must be returned at the conclusion of an event.

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.
LocationTurnstile
Tanderrum Bridge Entry8 x Entry turnstiles
1 x Exit turnstile

 

Garden Square Entry (RLA / MCA Airlock - Northern Entry)

RLA side 9 x Entry turnstiles
RLA side 1 x Exit turnstile
MCA side 9 x Entry turnstiles
MCA side 1 x Exit turnstile

There are 3 spare turnstiles in MCA near Western Stairs.

Two Way Radios
M&OP

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

Sr. NoChannel Listing
1Building Services
2Carpark 1
3Carpark 2
4Cleaning 1
5Cleaning 2
6Control Room
7Corporate
8Event Management
9Incident Management
10Merchandise
11Operations HA (used by John Cain Arena Operations)
12Operations MCA
13Operations RLA
14Venue HA (used by John Cain Arena FOH event staff)
15Venue MCA
16Venue RLA
17VCC
18Spare 1
19Spare 2
20AO External
21AO Birrarung
22AO Court Security 1
23AO Court Security 2
24AO Player Escort

 

U

Umbrellas
M&OP

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

V

VIP Packages
MCA
Refer to Event Information/Briefing Notes
Venue Control Centre (VCC)
MCA

Location: Level 1 next to the Precinct Operations Centre

The Venue Control Centre (VCC) operates as the control room during events.

The primary role of the VCC is to monitor, manage and record the operation of the event and to facilitate communication between the various departments.

Venue Management are located in this room on an event day. Other representatives that may also be located in the VCC depending on the event include: Ticketing, St John Ambulance, MSS Security, Ambulance Victoria, Victoria Police

The CCTV Operator located in the VCC, monitors event activity and  records footage of incidents and/or the response and management of incidents.

The VCC 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 VCC on 9286 1684 or via two-way radio.

Refer to Event Information/Briefing Notes for radio channels utilised.

Victoria Police
MCA

Victoria Police are not always onsite for all events at MCA.

Victoria Police may have an external presence around the precinct to maintain public order and monitoring crowd behaviour when there are large numbers of guests onsite when more than one venue has an event on, or if the event is considered high risk.

Crowd Controllers are rostered on to events to be able to manage most security-related incidents in the first instance.

If a situation arises, Venue Management and VCC will determine whether Victoria Police will need to be contacted by calling 000 based on the nature of the incident or event

Video Boards and PA Operating Room (Arena Production Room)
MCA

Located: Level 3, between Doors 41 & 42

Access: Accredited team members and service partners only

Lift 1 or 2 or all internal stairs that access to Level 3. Closest stairs are Yellow Stairs (North East) located opposite Doors 19 & 20 on Level 2.

Video Screens / LEDs
MCA

MCA has several video boards located in the seating bowl:

  • 4 x Large LED video screen boards are located in  each corner on Level 3
  • For sporting events, the screens may broadcast a live feed of the event and are also used for displaying team stats, images, graphics, scores, times advertising and for public announcements and displays.
  • All screens are managed in the main Control Room on Level 3, with the option to manage from the Arena Floor.

W

Warden Responsibilities
M&OP

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

Wardens
M&OP
Water - Free
M&OP

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.

Water Drinking Fountains
MCA

Free water drinking fountains are available externally in the smoker’s area opposite Door 8 & 9 near the southern concourse. 

Free drinking water is also available from all catering outlets.

Website
M&OP

https://mopt.com.au/ 

Bus

 

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White Level Inspection
M&OP

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

Wi-Fi
MCA

Free Wi-Fi is available at MCA under network Margaret Court Arena + Free Wi-Fi 

Guests will need to register their name and email on the landing page for the Wi-Fi usage.

Wristbands
MCA

Wristbands are used throughout MCA as an identifier for Public or Staff.

Staff Wristbands are distributed via the Gatehouse or Artist Entry for BOH staff that are onsite in a working capacity and have access were applicable on relevant accreditation boards.

Public wristbands are distributed by venue staff or promoter representatives, these are an indicator for General Admission floor access, VIP packages, special guest experiences or other ticketed packages.

Refer to Event Information/Briefing Notes for further information, or contact your Supervisor or VCC.

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