FAQ

AWARE SUPER: OUR NAMING RIGHTS PARTNER

Why have you changed the name of the theatre again?

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Our naming rights partner First State Super has changed their name to Aware Super, as they continue to expand and deliver more value to their members all across Australia. To find out more, head to the Aware Super website

When did the name of the theatre officially change?

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First State Super Theatre officially became Aware Super Theatre on 14 September 2020.

I have tickets for an event that list the old theatre name. Do I need to get a new ticket?

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As long as your tickets have been purchased through the official ticket seller (Ticketek for live entertainment events), they are still valid, even if they list the old theatre name.

I have tickets for a rescheduled event, but they list the old theatre name. Do I need to get a new ticket?

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If Ticketek has indicated that your current ticket will be valid for the new event date, there is nothing further you need to do, even if it lists the old theatre name.

You can find all the information about event postponements on our What’s On page.

Where can I keep up to date with information?

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You can follow Aware Super Theatre on Facebook, Instagram, or Twitter, or subscribe to our newsletter, we’ll let you know when this happens.

GENERAL FAQs

Why has the name changed from ICC Sydney Theatre?

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ICC Sydney is an important icon for Sydney, enriching its economic and cultural landscape for locals and visitors alike. A naming rights partner for the theatre was always part of the operating contract to ensure ICC Sydney retains its status as a beacon of the industry, delivering world class events and experiences for international and local visitors for years to come.

Why has Aware Super decided to take the naming rights of the Theatre?

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The 10-year naming rights deal strengthens an existing partnership Aware Super has with ICC Sydney. Aware Super members already own 45% of the asset. By investing in the naming rights of this Theatre, standing proudly in the heart of the Darling Harbour precinct, it significantly increases the visibility for their brand as well as ensuring members have access to benefits from and within the Theatre.

What is the capacity of Theatre?

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Aware Super Theatre holds 8,000 in fully seated mode and 9,000 capacity with general admission standing floor mode.

TICKETING FAQs

How do I contact Ticketek?

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Here’s their website:  https://premier.ticketek.com.au/

I found cheaper tickets online. Are they safe?

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Don’t be tempted. If it looks too good to be true, it usually is. Only register or purchase via the official event website and organiser. If you’re not sure if you have the right website, your best point of reference is the event organiser or promoter's website. You can always contact our team info@iccsydney.com to be sure!

Ticketek is the only authorised ticket seller for entertainment events held at Aware Super Theatre and Darling Harbour Theatre. Please be aware that ICC Sydney has NO obligation to honour tickets purchased from or through unauthorised re-sellers. If you have an issue with tickets purchased through an unofficial agency please return to the point of purchase for further assistance.

If you attend the event with a ticket purchased via an unauthorised seller such as Ticketmaster Resale, Viagogo, Tickets, eBay, Gumtree, Tickets Australia, Ticket Merchant, Ticket Blaster, TicketBis, Queenoftickets or any other unauthorised re-sellers, you may be refused entry to the event. Often the tickets have fake barcodes, have been sold to multiple people, or sold for seats that aren’t even available. Don’t spoil your night out and always make sure to purchase from the official seller.

What is a 'ticket reseller' and what is 'ticket scalping'?

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What is 'ticket scalping'?
The practice of buying and reselling tickets for profit. This has always existed but in the digital era, the scale of scalping has increased substantially. Many people try to re-sell their tickets via social media too. 

More about 'ticket resellers':
There are various unauthorised resale sites that provide sales platforms for individuals to resell event tickets anonymously at inflated prices. Generally they are listed in the top four searches on the internet above the official ticketing agent and more recently on fake Facebook event pages which redirect you to unauthorised reseller sites. The original ticket face value, exact seating allocation or information about seating restrictions are rarely provided at the time of purchase.

Professional scalpers:
An operator who uses sophisticated technology to harvest tickets from the official ticketing agents the minute tickets go on-sale. Scalpers rob tickets from real fans denying them the chance to purchase at face value, then resell them at inflated prices several times over the face value on these unauthorised resale sites. 

Confusing Fans:
As you may have experienced, resale websites are very cunning at giving the impression of being the official seller. When searching for tickets online, typing the tickets plus the artist will generally lead to paid listings which direct fans to highly priced tickets when more affordable alternatives at face value are often still available via the venue’s official seller.

Ticketek is the only authorised ticket seller for entertainment events held at Aware Super Theatre and Darling Harbour Theatre. Please be aware that ICC Sydney has NO obligation to honour tickets purchased from or through unauthorised re-sellers. If you have an issue with tickets purchased through an unofficial agency please return to the point of purchase for further assistance. If you attend the event with a ticket purchased via an unauthorised seller such as Ticketmaster Resale, Viagogo, Tickets, eBay, Gumtree, Tickets Australia, Ticket Merchant, Ticket Blaster, TicketBis, Queenoftickets or any other unauthorised re-sellers, you may be refused entry to the event.

You should be aware that forged and fraudulently-obtained tickets are presented and denied entry to nearly every event we present. Often the same barcodes are sold multiple times or the seat on the ticket may not even exist.

Don’t be caught. Buy your tickets ONLY from an authorised seller. There is limited consumer protection legislation to prevent the scalping of tickets in Australia. For more information on legislation that may apply in NSW please contact 13 32 20 or visit NSW Fair trading.

Who is the authorised ticket seller for live entertainment events?

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Ticketek is the only authorised ticket seller for entertainment events held at Aware Super Theatre and Darling Harbour Theatre. Please be aware that ICC Sydney has NO obligation to honour tickets purchased from or through unauthorised re-sellers.

The safest way to determine the official ticket seller is via the offical promoter and/or venue websites. In addition, be wary of the highest placed search results on the internet, as these can often be paid ads for the resellers. Most common unauthorised resellers in Australia include: eBay, Gumtree, Viagogo, Ticketmaster Resale, The Ticket Merchant, Queen of Tickets, Ticketbis etc.

If you have an issue with tickets purchased through an unofficial agency please return to the point of purchase for further assistance. If you attend the event with a ticket purchased via an unauthorised seller such as Ticketmaster Resale, Viagogo, Tickets, eBay, Gumtree, Tickets Australia, Ticket Merchant, Ticket Blaster, TicketBis, Queenoftickets or similar, you may be refused entry to the event. You should be aware that forged and fraudulently-obtained tickets are presented and denied entry to nearly every event we present.

Don’t be caught and buy your tickets ONLY from an authorised seller. There is limited consumer protection legislation to prevent the scalping of tickets in Australia. For more information on legislation that may apply in NSW please contact 13 32 20 or visit NSW Fair trading.

Still not sure if your buying through the right website? Call us on (02) 9215 7100 or email us at info@iccsydney.com and we'll check for you. 

What are the benefits of purchasing through an official ticket seller?

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When you purchase through the Official Ticket Seller, you pay the real price as determined by the Artist & Promoter.  In addition, the ticket you purchase is 100% guaranteed and if something goes wrong, you are able to speak to the staff to get it resolved.  In the unlikely event of a cancelled show, your ticket purchase will be automatically refunded to you with minimal fuss.  If you have purchased a resale ticket, you will need to contact the reseller direct to seek your refund.

I haven't bought from Ticketek, why can't the Box Office assist me?

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Venue Box Office staff are only able to assist with ticketing issues for those who purchased through the offiicial seller for entertainment events - Ticketek. If your tickets were not purchased through the official seller, staff will not have any record of your purchase or account. 

Our friendly staff will assist in helping you purchase a new seat if available, but will not be able to resolve your resale issue. We understand patrons will be disappointed, inconvenienced and out of pocket looking for assistance, however, please be aware any abuse or bad behaviour directed at any staff member when being told they cannot assist will not lead to any outcome. Please be aware that the venue has no obligation to honour tickets purchased via unauthorised sites.

How do I lodge a complaint against an unauthorised seller?

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If you have an issue with tickets purchased through an unofficial agency please return to the point of purchase for further assistance.

I thought the resale ticket guaranteed me entry into the event?

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No - the only way to guarantee that you are able to attend the event is to purchase through the official seller, Ticketek.Resellers may be able to offer a refund of your money after reviewing your complaint but cannot offer you a service through the venue Box Office.

Do I need to print my Mobile Ticket? How do I use it?

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No, you are not required to print a hard copy of your ticket. Simply save your Mobile Ticket to your device, and turn up the brightness when presenting the ticket to our team members who will assist in scanning upon entry. 

There are a few ways to save your mobile ticket:

  • Take a screenshot - the best way is take a screenshot of your ticket, the ticket then will be available to load from your photo gallery.
  • Ticketek app - the Ticketek app allows you to save your ticket on your mobile phon, and is currently available for iPhone and Android.
  • Wallet App - If you're using an iPhone, you can also save your ticket into a wallet app such as Passbook.

I received a message from Ticketek, how do I view my ticket?

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If you recieve an SMS from Ticketek, you have opted for a Mobile Ticket. Mobile Tickets are a convenient way to receive your ticket; instead of having your ticket delivered through postal or email, it will be send as an SMS/text message to your mobile number. You will need to use a smartphone to properly access your ticket.

See the question above for more information on how to save and use your Mobile Ticket.

I got an email of my ticket, is that also a Mobile Ticket?

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No, that is an EzyTicket and must be printed prior attending the event. 

I got an SMS/text message of my ticket, is that EzyTicket?

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No, that is a Mobile Ticket.

What is EzyTicket?

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EzyTicket is a print-at-home ticket option. Instead of having your ticket delivered to you through postal, you will receive an email containing a PDF attachment of your ticket.

You will need to print this ticket for scanning at the venue, as it is not designed to work on mobile devices. We do strongly recommend printing your EzyTicket, as should it not work you will need to line up at the box office to have your ticket printed and may experience delays in entering.

Do I need to print my EzyTicket?

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Yes, you need to print a hard copy of your ticket at home prior coming to the event. EzyTickets are not designed to be used on mobile devices, and should it not scan from your phone you will need to queue at the Box Office to have your ticket printed. This could result in delays in entering.

I didn't receive the email for my ticket, what happened?

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Please check your Spam/Junk mailbox. If you still can't find your ticket, please contact Ticketek at 13 28 49.

My ticket is showing blank, what went wrong?

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You might need to use PDF viewer app such as Adobe Acrobat Reader to view the information on your ticket. The app is available for Mac, PC, as well as for iPhone and Android phones. Please ensure you have the latest update of the software.

Can I use my mobile phone for scanning instead of printing the ticket?

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EzyTicket is designed to be printed on paper, the scanner might have problem reading the information from your phone. If you would like to use your phone please select Mobile Ticket as a delivery option instead.
 

 

How do I book accessible seating?

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If you’re attending an event at Aware Super Theatre, there are a number of ways to book accessible seating through Ticketek. This can be done via the Ticketek website, or by calling their accessibility hotline on 1300 665 915.

Wheelchairs are also available for hire at the Customer Service desk located on level two of Aware Super Theatre. We do strongly recommend bringing a friend or companion along, as the hirer will need to manage the collection, movement, and return of the chair.

You can find more information about accessibility and companion bookings on our accessibility page.

How do I get a companion ticket with my Companion Card?

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The Companion Card promotes the rights of those who require a companion to fair ticketing at events and venues. Although ICC Sydney is not officially affiliated with the Companion Card program, we do have an arrangement with majority of our hirers and can approach them on a show by show basis to obtain permission to offer a complimentary ticket for Companion Card holders.

To receive a companion ticket, simply provide a copy of the valid Companion Card to Ticketek when booking. This can be done via the Ticketek website, or their accessibility hotline on 1300 665 915.

Make sure to have your Companion Card at the ready when booking tickets for the first time, and on the event day. First time purchasers will be required to provide a copy of the front of the valid Companion Card when booking, and each time when collecting tickets from the Box Office on the event day.

 EVENT DAY FAQs

How do I get to Aware Super Theatre?

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Aware Super Theatre is accessible by public transport (train, bus, lightrail and ferry), car, foot and bicycle.

On busy event days, we always recommend catching public transport where possible, and checking the Transport NSW website for live updates on road work, delays and changes to transport timetables.

To plan your journey, head to our Getting Here page.

I need to drive – where do I park and how much is it?

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There are two car parks at ICC Sydney - P1 and P2 - which can be accessed via Darling Drive. P2 is the closest car park to Aware Super Theatre.

For information on parking and rates, visit the ICC Sydney website.

On busy event days we always recommend catching public transport wherever possible, as limited parking is available.

Save my spot! Can I pre-book my car spot?

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Unfortunately no, but don’t worry. We have a total of 826 parking spaces including 11 disabled parking bays, 25 motorcycle parking spaces, bicycle racks and 20 electric car charge spaces.

If you require a disabled parking bay and these are filled when you arrive see our Car Park office attendants for assistance.

See ICC Sydney's parking page for more information

Where is the closest place to get dropped off?

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If you're arriving by car, Zollner Circuit is the closest drop-off point for Aware Super Theatre, and is accessed via Darling Drive.

For more information, visit our Getting Here page.

Where do I go to collect my ticket?

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You can pick your tickets up when you arrive at the venue, however, we do recommend collecting them from a Ticketek agency prior to the event day. Our Box Office can become quite busy in the hours before the event which may cause delays on entry - and we know how excited you are to start your night! 

For a list of Ticketek agencies and opening times, please visit the Ticketek website. Whether collecting from Ticketek or the venue, please note that only the account or card holder who purchased the tickets will be able to pick them up. When collecting, make sure to have your valid ID and the card used to purchase the tickets handy!

Please also note that the Aware Super Theatre Box Office is only open at designated times on the event day. Box Office opening times will become available on our What's On page in the days leading up to the event.

What time does the show start?

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Please refer to your ticket to find your show time and date.

Event times are subject to change and can be fluid on the day - we always recommend arriving early just in case!

Will you lock me out if I’m late to the show?

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Lockout applies for some shows. You can find out if your show has a lockout policy in place in the event information sent prior to the show or our website. If a lockout policy is in place and you find yourself arriving after the show starts you’ll be let in at a suitable time.

How do I find out more information about an event?

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Our What's On page is the best place to find up to date information, which will become available a few days prior to the event.

If you are the ticket purchaser, make sure to opt-in for communications from ICC Sydney when booking, as detailed event information will be communicated to you via email and SMS.

You can also follow us on Facebook, Instagram and Twitter to stay up to date with all the latest info!

I'm hearing/vision impaired. Do you have any amenities that I can use?

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Yes! We have complimentary hearing augmentation devices available at our Customer Service Desk on Level 2, as well as braille provided on room door signage and on lifts throughout the venue.

To find out more, please head to our accessibility page.

Aware Super Theatre is dedicated to ensuring a comfortable and enjoyable experience for all of our guests - if you have any questions or consideration you're not sure about, please shoot us a message as we're happy to assist.

Can my service animal enter the venue with me?

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Accredited service animals are always welcome inside the venue! When booking your ticket (via the Ticketek accessible bookings hotline or Ticketek website), please notify Ticketek of this requirement, and we'll ensure comfortable seating for you and your companion.

For more information, head to our accessibility page.

How can I find out where I'm sitting?

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Our interactive Seating Map can help you find your seat before your arrive – just make sure you have your ticket or pass handy!

Please note that our seating plan is a standard configuration and may change per event.

I’m feeling peckish – what is there to eat?

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Lots! We have a variety of options to suit your taste. During events you’ll find more kiosk options open throughout the venue with menus tailored for the event. If you’ve got special dietary requirements or allergies be sure to let us know when you order.

If you're a member of Aware Super or have an American Express card, you'll be eligable to enter the respective member lounge located on level three and four. Find out more information here.

There are also a number of great dining options around Darling Harbour - you can find out more about them here.

Corporate events are often catered. For more information, we do suggest checking with the event organiser.

Do you serve alcohol?

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We do indeed. ICC Sydney is a licensed venue and we serve alcohol responsibly. Free drinking water is offered at every bar. Guests who look under 25 must show their current drivers’ licence, NSW Photo Card or passport. Penalties apply for patrons who fail to comply with conditions set out in the Liquor Act 2007.

What can't I bring to the show?

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Our Conditions of Entry apply to all shows, and can vary between events.

For all live events, water bottles, backpacks and bags over 30x30x15cm (A4 size) are not permitted, among other items.

To read our standard Conditions of Entry click here. Always ensure to check the event What’s On page and event information emails to stay up to date with all current event information.

If you're arriving with a prohibited item, fear not! We have free cloaking available at all events.

Can I take photos?

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Generally, no. Majority of concerts restrict filming or recording of any kind, even if it’s on your phone or iPad. If you’re attending an event be sure to check the photography policy in the information as there may be some further guidelines set by the event organiser. During live entertainment events you may be able to use small cameras as long as the flash is off however professional photography, and cameras with detachable lenses or lenses bigger than 5cm, are not allowed. Check your event, because specific restrictions may apply.

If you wish to take photos of our venue, inside or out, for commercial or other use then let’s chat. Send us an email at info@iccsydney.com.

Can I bring my backpack?

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Backpacks and bags over A4 size (30x30x15cm) are not permitted into the theatre for live entertainment events. If you've arrived with a backpack, don't worry - we have a free cloaking service available on the ground floor of the theatre (next to Fratelli Fresh).

Not sure what you can and can’t bring? Check out our Conditions of Entry.
 

Are you pro selfie sticks?

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We are not. Please leave your selfie sticks at home.

Can I bring my smartphone or tablet?

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If you’re attending a conference usually phones are okay, but they may be restricted at some events if the artist or organiser requests it. As standard, all types of photography and filming is prohibited at concerts.

Devices can also block the views of people behind you, so be considerate. During live entertainment shows you are not able to record or use flash photography. Always check your event information for what you can and can’t bring to the show. 

Where can I leave my coat or bag? Is it free?

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No item is too big or small. All cloaking at ICC Sydney is free. Before you arrive, check out the event page or information email to find out the cloak room location or conditions of entry for your tickets.

Aware Super Theatre

Before you pass through security, head to one of the cloak rooms on Tumbalong Boulevard or Moriarty Walk. Cloaking will be a separate queue in addition to your standard security entry queue, so be sure to allow plenty of time before the show starts. 

Cloaking is free.

Darling Harbour Theatre

Cloaking is available at the Customer Service desks on ground floor of the Convention Centre.

 

I forgot to collect my items from the cloakroom after the show...

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Once the event is over, cloaked items are handed to our Customer Service desks to be logged and then sent to our security office. If you’ve forgotten something, please give us a call on +61 2 9215 7100 or send us an email at info@iccsydney.com.  We’ll need to know when you lost it, which event you attended and a detailed description of your item. Pictures help if you can attach one.

 

Let’s dance?

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Definitely! But you should remain in front of your seat, be respectful of other people’s space and keep the aisles clear. Rest the temptation to stand on your seat – it’s not allowed, no matter how incredible the band is.

Can I camp overnight? How early can I line up for GA entry?

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Sorry, no camping is permitted outside the theatre or in the Darling Harbour precinct. You are not permitted to line up any earlier than 10am on the day of the event.

Should I let you know about my medical condition?

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If you have a food allergy, please let staff know right away. If you have a condition that requires you to carry medication (like EpiPens or insulin pens) and you’re attending a concert you will be permitted to carry these but please let security know.

We love merch. Do you love merch?

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We all love merch. Merchandise shops will be open for most events and accept credit cards and EFTPOS.

If you're super keen and want to find out what merchandise will be available before you arrive, we recommend heading to the event organiser's website.

 

Paywave, PayPass, ApplePay...do you take cards?

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Absolutely. EFTPOS and credit cards are accepted at all of our kiosks, and merchandise stands.

Are children allowed in the theatre?

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Yes! For ticketed events, children over the age of 2 do require a ticket and have to sit in their designated seat. Some shows will have different policies depending on the content.

Please note: We don’t recommend children younger than 2 attending due to the strong noise levels and the need to wear ear protection at that age.
 

Do you have somewhere to change my baby?

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We sure do! Our accessible parenting room is located in on level two (next to door four), and is equipped with a feeding area, change table and food preparation area.

What should I do with this pram or baby capsule?

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Prams and capsules are welcome, with some exceptions. Prams and capsules aren’t allowed in the seating area or aisles of the theatre. Usually prams will be kept at the Customer Service desk or the designed pram parking area arranged for the event. 

Please ensure to check communications (email and SMS messages) leading up to the event, or check with our friendly ushers when you arrive for further instructions.

What’s your policy on handing out flyers or pamphlets?

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Please don’t. Distributing any promotional items, flyers or printed materials is not permitted without permission ICC Sydney. Product sampling and giveaways are also prohibited.

I designed this huge banner – where can I hang it?

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Sorry, but no signs or posters are allowed during live entertainment shows. Seated guests can bring signs as long as they’re smaller than A3 so they don’t block the view for others.

Is there somewhere to have a cigarette?

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ICC Sydney is a non-smoking venue, so all types of smoking is prohibited, including e-cigarettes. You have to be at least 10 metres from the venue to smoke.

Oops! I lost an item at your venue.

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We understand - it happens!

To track down a lost item, please contact info@iccsydney.com with a description of the item, your contact details and which event you attended. Pictures of the item are very helpful for our team.

I want to leave feedback. Where can I go?

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We always appreciate your feedback.

If you want to get in touch, you can head to our Contact Us page to leave a message, or shoot us an email at info@iccsydney.com. If you have an urgent enquiry about an event, call our team on +61 2 9215 7100.