At St Jerome’s Laneway Festival (Laneway Festival), we are committed to respecting your privacy. Laneway Festival is part of the Ticketek Entertainment Group (TEG), and we are committed to protecting your personal information. 

To keep things simple, we use a few key terms throughout this Privacy Policy:

• When we say, "Laneway Festival", "we", "our" or "us", we’re referring to St Jerome’s Laneway Pty Ltd (ABN 44 647 789 482) in Australia.
• When we refer to "personal information" we mean any information or opinion that identifies you (or could reasonably identify you), either on its own or when combined with other details.
• When we talk about how we "handle" your personal information, we mean activities like collecting, using, storing, sharing or updating it, whether online, on paper or in conversation.

If you have any questions about this policy or how we handle your personal information, you can find our contact details in the Contact Us section below.

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1. When does this Privacy Policy apply?

This Privacy Policy applies to the personal information we handle when providing music festival and other entertainment events  and related services to you. By providing your personal information to us, you consent to us handling that information in accordance with, and for the purposes specified in, this Privacy Policy.

If you work for us, you can contact our People team for more information about how your personal information is handled. 

2. What personal information does Laneway Festival handle about me?

The types of personal information we handle about you depends on how you interact with us. Generally, we may handle the following kinds of information:

Contact and identity information

• Your name, email address, state, phone number and information contained in identification documents such as your passport or driver's licence.

Purchase and account details

• Transaction history for tickets, memberships, merchandise or other purchases through our channels (website, app, box office, etc.)

Marketing, feedback and engagement

• Your responses to competitions, surveys, promotions or research
• Your marketing preferences and opt-in status
• Content you submit to us (e.g. competition entries, photos or videos)

Digital and device information

• Your interactions with our websites, apps and social media accounts (including events you view, promotions you activate, and your cart contents)
• Device and browser details, app usage statistics, and location data (if enabled)
• IP address and device identifiers (e.g. when using our apps on smartphones or smart devices)

Event attendance and venue-related information

• CCTV footage and other security recordings at our events
• Details if you are involved in or report a safety or medical incident
• Images or video footage captured for promotional purposes
• Payment details if you make an onsite purchase

Biometric information

• Biometric data (such as facial recognition or fingerprint data) where required for event access, security, or identification purposes, and only where permitted by law and with your consent where required. 

Health information

• Any relevant health information required to meet your accessibility requirements, where you have provided explicit consent.
• Details of relevant health information to process refund requests, where you have provided explicit consent. 

Professional or business-related details

• If you’re a representative of a partner, sponsor, venue, sporting club, government agency or contractor: your business contact details and role information.

3. How do we collect your personal information?

We collect your personal information when you interact with us, either directly (like when you contact us) or through trusted partners and services that support our operations. We do this with your consent, or where it’s reasonably necessary to deliver our services, operate our business, or comply with the law. More specifically, we collect your personal information: 

• Directly from you (e.g. signing up for our mailing list, contacting support, etc.). 
• From other sources. This includes: 
  
  • Ticketek Entertainment Group companies such as Ticketek or Ovation Research. 
  • Event Partners which include any third party involved in the operation, promotion or delivery of an Event such as the venue, event organiser, co-promoter, performer or performing act, sporting club, association, funding body, or sponsor.
  • Service providers and strategic partners who help us operate our business, such as:

• Marketing and digital agencies;
• Research, analytics and development partners; 
• Data enrichment or verification partners

• Through analytics or combining datasets. Meaning that in some cases, we may also derive personal information by combining or analysing datasets. While these datasets may not include your personal information on their own, they may become identifiable when grouped or analysed together.

From time to time, we may collect, use or hold your information for other purposes. Where necessary, we’ll let you know at the time of collection.

4. Why do we collect and handle your personal information?

We collect and handle your personal information to deliver a smooth, secure and personalised experience, promote relevant products and services, and run our business effectively. This may include:

• Managing waitlists, ballots and pre-sales. We collect your details when you sign up for these features, so we can hold your place in the queue or notify you when tickets become available.
• Supporting refunds and exchanges. If you request a refund, exchange or replace a lost ticket, we collect personal information to verify your identity and process your request.
• Assisting with enquiries and support. If you contact or engage with our customer solutions team, we collect information to help respond to your questions, complaints, or accessibility requests.
• Keeping your records accurate and up to date. This includes storing current contact and transaction details for account, communication and legal purposes.
• Keeping you informed about events. We may use your details to send important updates, such as cancellations, reschedules or changes to event details.
• Running competitions, surveys and promotions. If you participate, we collect relevant details to manage entries, select winners, and use submitted content.
• Sending marketing communications. If you’ve opted in, we’ll send you updates about events, offers or rewards from Laneway Festival or trusted third parties. You can opt out at any time.
• Tailoring your experience. We use your activity and preferences to recommend events or offers and to improve how our platforms look and feel.
• Delivering online advertising. We may show you personalised ads and promotions across websites and social platforms, using tools like data analytics, segmentation and audience matching.
• Rewarding Laneway Festival members. When you sign up for marketing communications, we collect and use your information to offer personalised content and exclusive benefits.
• Analysing trends and improving services. Your feedback, survey responses and usage patterns help us build better tools and experiences.
• Performing data analytics and research. We may conduct research, predict trends and create aggregated reports (which don’t identify you) for our internal use or for partners.
• Managing professional relationships. We collect information to engage with suppliers, sponsors, service providers and other business contacts.
• Ensuring event and workplace safety. This includes using CCTV, managing access to venues, recording incidents, and keeping attendees, staff and Event Partners safe.
• Managing business operations. We collect and use information to support daily business activities (including staff and contractor management), and to facilitate business changes such as mergers, restructures or sales.
• Meeting legal obligations. We handle your information to comply with laws, respond to law enforcement or regulators, and enforce our legal rights.

5. How do we use your information for marketing and how can you opt out?

When you register to become a Laneway subscriber, we may use your de-identified information for research purposes. If you subscribe to receive promotional communications from us, we may use your personal information for that purpose until you unsubscribe. Depending on your communication preferences, this may include communicating with you via various channels including by email or SMS, in app and push notifications, chatbot, social media DMs and mail.

You can unsubscribe from receiving marketing communications at any time:

• By using the unsubscribe facility in an email or SMS; or
• By contacting us and letting us know what communications you no longer want to receive by email to info@lanewayfestival.com.au.

Please note that even if you unsubscribe from marketing messages, from time to time we may still send you important service-related communications, such as updates about events you are attending or changes to our terms and conditions.

6. Who might Laneway Festival disclose my personal information to and why?

Like most businesses, we work with third parties to deliver better experiences for you. This means we may share personal information we hold about you. This may include sharing information with:

• Event Partners. We may share your information with Event Partners so they can manage the event and for other reasons described in their privacy policies. This may include contacting you about things like event schedule changes, start times, safety measures, or accessibility details. Sharing this information ensures a smooth event experience and allows our Event Partners to meet their operational and customer service responsibilities. 

If you consent, Event Partners may also use your personal information to provide you with promotional and marketing material. You may change your preference to receive email marketing at any time directly with the Event Partner. 

• Product and service partners. We may sell products and services which are provided by third parties, such as venues, artists, merchandising companies or other suppliers, and sold through our authorised ticketing providers, in which case we may exchange information about your purchases. This could include charity contributions as part of the ticket purchase.
• Resellers. We may share your information with authorised ticket on-sellers and resellers who (unless they obtain a separate consent from you) use it for operational purposes only, for example, to provide you with additional information about the event or venue that you are attending.
• Ticketek Entertainment Group. We may share your information within other Ticketek Entertainment Group (TEG) companies, their contractors (such as data management providers) and any TEG successors. TEG group companies include TEG Live, Ovation Research, Eventopia and any entities that may in future become part of the TEG group of companies or in which TEG may have an interest. We may disclose your personal information to these entities for the purposes of, for example, ensuring that information collected is accurate, complete and up to date, producing anonymised and aggregated information for the benefit of other TEG companies, and enabling us and other TEG companies to better understand and meet your needs and interests. 
• Third Parties. We may share your personal information with trusted third-party contractors and service providers who help us operate our business and deliver our ticketing and related services. These third parties support us across a range of functions, including operating our IT systems and infrastructure, fraud detection and prevention, marketing and digital media services, customer communications (e.g. email and SMS distribution), data cleaning and enrichment, demographic and behavioural analysis, identity verification, customer relationship management, and analytics and product development. We also engage third parties who provide storage, hosting, printing, fulfilment, and other operational support services necessary to run our business efficiently.

Otherwise, Laneway Festival will only disclose your personal information:

• where we are required to do so by law;
• if the disclosure is permitted under the Privacy Act 1988 (Cth); or
• if you have consented to the disclosure.

When we work with third parties, we require them to handle your personal information securely and in compliance with all relevant privacy laws.

7. Does Laneway Festival disclose personal information to overseas recipients?

For the purpose of providing you with services, we may transfer, process and store your personal information outside of Australia, to where we or our third-party service providers operate. 

Whenever, we share personal information overseas, we take measures to ensure that our service providers or recipients are required to protect this information in accordance with the Privacy Act. They are only permitted to use the personal information for the specific purpose for which it was shared.

We may share or store your personal information in a number of countries, including The Philippines and New Zealand. For example, from time to time we disclose personal information to our related company, St Jerome’s Laneway NZ Ltd in New Zealand. We may share your personal information overseas for reasons including:

• Where we have made a business decision to engage with a service provider to assist with certain functions.
• For disclosures between our Group companies. Our main business location is in Australia, and New Zealand but some of our Group companies may be based in other countries, including, Malaysia, Philippines, Singapore, Hong Kong, European Union, United Kingdom and the United States.
  

8. How do we keep your information secure?

At Laneway Festival, we take the security of your personal information seriously. We implement a range of physical, technical and administrative safeguards designed to protect your information from misuse, interference, loss, and unauthorised access, modification or disclosure.

We store your personal information in secure systems, including electronic databases managed by trusted third-party data storage providers. These systems use industry-standard security protocols and technologies such as encryption, firewalls, intrusion detection systems and virus scanning tools. Data transmitted during internet transactions is encrypted, and stored data is protected in secure Microsoft SQL databases that are not publicly accessible online.

Access to our systems is restricted to authorised personnel who are required to use unique credentials and undergo training in handling personal information securely. Our team members are also required to follow internal protocols and privacy obligations, including periodic reviews and updates to ensure ongoing protection.

We also take steps to safeguard information collected through our websites and mobile apps, including the use of cookies and tracking technologies configured to maintain user anonymity where appropriate. More information on this is available in our Cookies Statement.

While we take all reasonable steps to protect your personal information, no data transmission or storage system is guaranteed to be 100% secure. If a data breach occurs that is likely to result in serious harm, we will notify you in accordance with our obligations under the Privacy Act 1988 (Cth).

9. What if you don’t want to give us your personal information?

Where it is lawful and practicable to do so, we will give you the option of not providing personal information, or of using a pseudonym, when you deal with Laneway Festival. For some events, you may be able to make a cash transaction at a retail agency without providing personal information.

However, if you don’t give us your personal information at the point of sale or when you interact with us, this could impact the level of service we can provide to you. For example, we will not be able to contact you in the case of an event cancellation or venue change or we may not be able to properly respond to your inquiry or investigate your complaint or fully process your transaction. 

In addition, for fraud prevention and security reasons, some events are only accessible using digital in-app tickets, which require you to have a Laneway Festival account. In these cases, providing your personal information is necessary to issue and manage your ticket.

10. What should you know about cookies, tracking and ads?

How We Use Cookies and Tracking Technologies

When you visit our website, we use methods such as cookies and pixel tracking to collect information such as your IP address, general location (such as your postcode and region), the pages you visit and your preferences to help us:

• enhance your experience while using our website or mobile app and enabled us to provide a more personalised service to you.
• show you relevant content on our websites and our partners’ website. 

Sharing Data with Advertising Partners
We may share this information with our advertising partners (including companies that Laneway Festival allows to place advertisement on its web pages) and other third parties for the purpose of providing you, and others, with a more targeted ticket and event information and/or an enhanced advertising experience both on and off the Laneway Festival website. For example, if you visit our website, ad serving companies may collect information such as your domain type, your IP address and clickstream information. You can read more in our Cookies Statement.

Managing Your Cookie Preferences
You may refuse to use cookies by selecting the appropriate settings on your device. However, please note that if you do this, you may not be able to use the full functionality of the website.

Using Cookies for Research and Improvements
We further use cookies to measure, collect, analyse and report anonymised data from our website, as well as for general marketing and research purposes. This helps us better understand our users and improve the design and functionality of our website. All tracking is carried out in a way that maintains visitor anonymity.

Links to Third Party Websites
Additionally, the Laneway Festival website may sometimes contain links to third party websites, for your convenience and information. When you access a non-Laneway Festival website, please understand that Laneway Festival is not responsible for the privacy practices of that site. We suggest that you review the privacy policies of each site you visit.

11. How long does Laneway Festival keep my personal information?

We keep your personal information for as long as necessary to deliver our services, meet our legal obligations, resolve disputes, and support our business operations.

The amount of time we keep your information depends on the nature of the personal information and how you interact with us. For example:

• Marketing preferences: If you’ve opted in to receive marketing communications, we’ll retain your contact details and preferences until you update them or unsubscribe. If you choose to unsubscribe, we’ll record your request and take steps to ensure it’s actioned in accordance with our legal obligations, including keeping evidence of the request and your removal from our marketing lists, in line with our obligations under the Spam Act 2003 (Cth).
• Cookies and website usage data: We retain information collected through cookies and tracking technologies for a limited period to improve your online experience and support marketing and analytics.

When we no longer need your personal information, we either delete it or de-identify it so that it can no longer be used to identify you.

12. Does Laneway Festival use Artificial Intelligence (AI)?

Laneway Festival may use artificial intelligence (AI) technologies, including machine learning algorithms, to enhance our products and services. These technologies may assist with tasks such as data analysis, personalisation, customer support and improving user experience.

Any personal information processed by AI systems is handled in accordance with this Privacy Policy and in compliance with regulatory requirements. We take reasonable steps to ensure that AI systems are used responsibly. We do not sell or share your personal information with third-party AI providers for their own marketing or profiling purposes. Where AI tools are provided by third parties, we ensure that appropriate data protection and confidentiality agreements are in place.

If you have any concerns about our use of AI, you can contact us using the details provided in below in the Contact Us section of this policy.

13. Minors and Responsible Adults

Some of our festivals may welcome attendees under the age of 18. Where this is the case, those attendees may be required to be accompanied by a responsible adult.

When collecting personal information in relation to minors, we may also need to collect limited details of the responsible adult (for example, name and contact details). The personal information of the responsible adult will be collected and managed in accordance with this Privacy Policy.

If you are providing us with the personal information of a responsible adult, please ensure that you have obtained their consent before doing so.

We do not knowingly collect personal information directly from children under the age of 16 without the involvement of a responsible adult. If we become aware that such information has been provided to us without appropriate consent, we will take reasonable steps to delete it.

14. Contact Us: Managing Your Information and Raising Concerns

Requesting Access or Corrections

You have a right to request access to the personal information that Laneway Festival holds about you and seek its correction. If you wish to access or correct your personal information, please contact our Privacy Officer using the contact details provided below.

Verifying Your Identity

Before we can give you access to your personal information, we’ll need to verify your identity. This includes confirming your contact details (such as your email and phone number).

Fees for Complex Requests

We do not charge you a fee for making such request. However, if fulfilling your request requires a significant amount of time due to its complexity or scope, we may charge a fee to cover the effort involved in consolidating the personal information you have requested. If a fee applies, we will inform you of the estimated cost in advance, so you can decide whether to proceed.

Response Time

We aim to respond to requests for access or correction within 30 days. If we need more than 30 days to complete your request, we will notify you.

When We May Decline a Request. 

There are circumstances under the Australian Privacy Principles where we may be permitted to refuse access to or correction of your personal information. If this occurs, we will notify you in writing and explain the reasons for our decision.‍

How to Contact Us

If you would like to access or correct the personal information Laneway Festival holds about you, or have any queries regarding this Privacy Policy or the information that we hold about you, please contact our Privacy Officer using the details below: 

Email: info@lanewayfestival.com.au

Making a Complaint

We take privacy seriously and will investigate your complaint or concern carefully. Our aim is to respond as promptly as possible, generally within 30 days. If you’re not satisfied with our response, you can contact the Office of the Australian Information Commissioner (OAIC) for further guidance, using the information below:   

Phone: 1300 363 992

Website: www.oaic.gov.au

Complaints form: https://www.oaic.gov.au/privacy/privacy-complaints

We may update this Policy periodically. The most current version is always available on our website at Privacy Policy | Australia or you can contact our Privacy Officer using the method outlined in the Contact Us section above.

Effective Date: September 2025