Reducing Expenditure

Consumer Education Secondary ticketing resource

This workbook has been produced by the Citizens Advice Consumer Strategy team.

Although care has been taken to ensure the accuracy, completeness and reliability of the information provided, Citizens Advice assumes no responsibility. The user of the information agrees that the information is subject to change without notice. To the extent permitted by law, Citizens Advice excludes all liability for any claim, loss, demands or damages of any kind whatsoever (whether such claims, loss, demands or damages were foreseeable, known or otherwise) arising out of or in connection with the drafting, accuracy and/or its interpretation, including without limitation, indirect or consequential loss or damage and whether arising in tort (including negligence), contract or otherwise.

Copyright © 2015 Citizens Advice All rights reserved. Any reproduction of part or all of the contents in any form is prohibited except with the express written permission of Citizens Advice. Examples of newspaper articles and video clips sources have been referenced in the Appendix.

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Guidelines

The Aim of this session is to introduce the changes the Consumer Rights Act brings to rules for secondary ticketing sites (and sales) and how consumers can make an informed purchase.

Objectives are:

To raise awareness of what information the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act require consumers to be given about secondary ticketing sales; To make informed choices. To avoid ticket scams and financial detriment. To know how to look for reputable ticket sites/ sellers.

Evaluation Guidance is now located in the document for trainers to be able to complete their own evaluation. However, for using the materials for the purposes of National Consumer Week please direct feedback to the campaigns team survey monkey via the Citizens Advice campaigns page https://www.citizensadvice.org.uk/about-us/campaigns/current_campaigns/

General Guidance Notes It is important for trainers to let participants know that these rules apply when a ticket is first offered for re-sale through a secondary ticketing facility on or after 27th May 2015. Tickets put up for re-sale in advance of that date will not be required to meet the new information requirements that the Consumer Rights Act sets out. However, it is essential that the education materials are not used as advice tools. If advice on a particular case is required then participants should be directed to their local Citizens Advice or the Citizens Advice consumer service.

This workbook is for the trainers use. The pack contains basic information, activities and worksheets for trainers and replica worksheets for participants.

Secondary Ticketing Lesson plan p 5

Session specific guidance p 6 Subject information, relevant links and top tips Activity one p 9 What is Secondary Ticketing? For this activity discuss with participants what they know about secondary ticketing and what their experiences are.

Activity two p 11 How to avoid being ripped off. For this activity discuss and use resources to identify what key information consumers should look for to avoid being scammed or ripped off. Activity three p 13 Selling tickets? Do it right! For this activity participants create their own secondary ticketing add, referring to legislation to ensure it is correct. Closing a session p 15 Summarise the importance of the secondary ticketing requirements, what participants have learned and what other relevant topics they would like to explore in the future. Appendix p 17

Lesson Plan

This alternative lesson plan has been designed to show tutors/ trainers/ educators how they can use and manage the resources within the pack. It will allow the tutor/ trainer/ educator to plan around time constraints and indicates how to prioritise activities, allowing a more flexible teaching model.

1 Activity 1 will require the ability to play video clips.

Activities could be used as a project in formal education for business studies or economics if 2 merged together. However, for this 3 audience a research project could be proposed, on the scale of secondary ticketing, scams and consumer redress. These activities Closing can be used as prompts. session

Green activities – Are essential to any session on this topic Amber activities – Are highly recommended but not essential Red activities – Are optional activities, if time allows

The size of the bubble indicates roughly how much time – relative to the session - to spend on an activity. More guidance is in the trainer’s notes.

Some resources will have alternative pathways for resources so that trainers can tailor sessions to a participant’s need as it becomes clear.

Basic guidance for Trainers

This training pack provides some basic information on the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and Consumer Rights Act 2015, but some of the activities may require further investigation by participants, time and resources will need to be determined by the trainer. Further information on consumer rights can be researched on the Citizens Advice website with relevant weblinks in the Appendix . The trainer may also wish to contact their local Trading Standards or local Citizens Advice to see if they can support the session.

Guidance and legislation that applies to secondary ticketing Timeline – Information and Legislation

Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013

The regulations set out: the information which a trader must give to a consumer before and after making a sale how that information should be given the right for consumers to change their minds when buying at a distance or off-premises delivery times and passing of risk a prohibition on any additional payments which appear as a default option a prohibition on consumers having to pay more than the basic rate for post-contract customer helplines. (1)

These regulations apply to contracts concluded on or after 13 June 2014. More detail on each area can be found using the link above.

Consumer Rights Act 2015 – Secondary Ticketing This applies where a person re-sells a ticket for a recreational, sporting or cultural event in the UK through a secondary ticketing facility. This will most likely be a website but could equally be a web based application such as a classified ads or auction site. This applies to tickets first offered for re-sale. (note that it is a criminal offence to resell tickets for a football match under the Violent Crime Reduction Act 2006.) ©2015 Citizens Advice

Detail of what is covered in the Consumer Rights Act is provided here http://www.legislation.gov.uk/ukpga/2015/15/part/3/chapter/5 and http://www.legislation.gov.uk/ukpga/2015/15/notes/division/3/3/5/2 Content below has been taken from these sources.

Duty to provide information about tickets The duty to provide information rests on both the seller of the ticket and the person operating the online facility through which it is being sold. In practice, it will be for the seller to give the information when they go to list their tickets online, and for the operator then to ensure that this information is given to the buyer.

There are four pieces of information which must be given. 1) Information that will enable the buyer to identify the particular seat or standing area of the venue to which the ticket applies. • This includes, where applicable, the name of the relevant area of the venue, • the block in which the seat or relevant area is located, • the row and number of the seat. Where the seat and row are identified by something other than a number, this identifier must also be given. 2) The buyer must be given information about any restrictions that apply to the ticket and concern who can use it. For example, the ticket might be for a specific area reserved for disabled persons or an age restriction. (Student, memberships or OAP may need to be indicated too.)

3) The face value of the ticket to be given. This is the price printed on the ticket itself. This will likely be the price at which the seller originally bought the ticket for.

4) If the seller has a connection with the online facility on which they are selling, or the organiser of the event for which the ticket is being sold, they must state that this is the case, and what that connection is. Where the seller is the operator of the facility itself, this information must be given.

Information to be provided in a clear and comprehensible manner, and before the buyer purchases the ticket. (2)

(1) BIS consumer-contracts-information-cancellation-and-additional- payments-regulations-guidance.pdf

(2) http://www.legislation.gov.uk/ukpga/2015/15/notes/division/3/3/5/2

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Top Tips

Encourage participants to talk about their own experiences but keep focused on the topic.

Use local and current newspaper cuttings or web articles (examples can be found in the appendix section of this pack if necessary.)

Where possible use video clips of news items or consumer programs that focus on this topic (a search of consumer programmes secondary ticketing will bring up familiar TV program clips.)

Ensure that participants leave the session with relevant contact details for help, including the Citizens Advice consumer service and local Citizens Advice .

Do not advise on specific cases. Remind participants again that advice on specific cases cannot be given in the session and they should refer to relevant advice organisations i.e. Trading Standards, the police and the Citizens Advice consumer service.

Activity 1: What is secondary ticketing? Trainer’s worksheet

For this activity discuss with participants what they know about secondary ticketing and what their experiences are. Use the trainer notes in the guidance example resources from the appendix and resource notes. This will require access to the internet to show newspaper articles and the video clips from BBC Watchdog Video clips BBC Watchdog Second- hand ticketing Part 2 and 3 http://www.bbc.co.uk/programmes/articles/3Sn9kz60SZPXy0g0qCy2zk8/sec ond-hand-ticketing

Ask the following questions…

1) What does secondary ticketing mean? where a person re-sells a ticket (via a secondary ticketing facility, such as a website, a web based application such as a classified ads or auction site.

2) Where do you find secondary ticketing? Secondary ticketing sites online, web based applications Classified ads – for example ebay, gumtree

3) How do you receive your tickets from secondary ticketing? Via email Tickets transferred/ posted to buyer Arrange to meet the seller or seller’s representative at the venue

4) How can you pay for tickets through secondary ticketing? How can you ensure this is safe? Online payment system Credit card Ensure that you are paying through a credible source and secure payment system (paypal, credit card etc…) check policies for if things go wrong, i.e. tickets do not arrive, mis-described

Activity 1: What is secondary ticketing? Participant’s worksheet

For this activity discuss with the trainer what you/ the group know about secondary ticketing and what your experiences are. Watch the video clips from BBC Watchdog Second- hand ticketing 2 and 3 http://www.bbc.co.uk/programmes/articles/3Sn9kz60SZPXy0g0qCy2zk8/sec ond-hand-ticketing and look at examples of newspaper articles on secondary ticketing and answer the following questions…

1) What does secondary ticketing mean?

2) Where do you find secondary ticketing?

3) How do you receive your tickets from secondary ticketing?

4) How can you pay for tickets through secondary ticketing? How can you ensure this is safe?

Activity 2: How to avoid being ripped off! Trainer’s worksheet

The Consumer Rights Act aims to make information about secondary ticketing clear so that consumers can make informed choices. However, with the resale of tickets being such a lucrative business it paves the way for many scams, such as people selling tickets they do not have possession of, which can amount to fraud by false representation. In order to avoid financial detriment and disappointment consumers should be able to identify areas of concern. Direct participants to information on Consumer Rights information, Get Safe online and Actionfraud information. Provide examples of newspaper articles on ticket scams and ask participants to identify key areas of concern…

WHO? WHAT? Who is selling the ticket What information is being given? and how can you What information is given on refunds? Is contact them? there any information/ a policy? Who can help if there is What are secure methods of payment? a problem? What is the risk?

WHERE? WHEN? When is the event? Where is the ticket being When is the event? advertised? When was the ticket posted Where will your tickets be onto the site? delivered to? When will you get the tickets?

Activity 2: How to avoid being ripped off! Participant’s worksheet The Consumer Rights Act aims to make secondary ticketing information more clear and help consumers to make informed choices. However with secondary tickets being such a lucrative business it paves the way for many scams or people selling tickets they do not have possession of, which can be known as fraud by false representation. In order to avoid financial detriment and disappointment consumers should be able to identify areas of concern. Look at the Consumer Rights information, secondary ticketing sites and examples of newspaper articles on ticket scams and identify key areas of concern. Look at Actionfraud and Get safe online information, use this information to answer the questions below, before you make a purchase.

WHAT? WHO? What information is being given? Who is selling the ticket What information is given on refunds? Is and how can you there any information/ a policy? contact them? What are secure methods of payment? Who can help if there is What is the risk? a problem?

WHEN? WHERE?

When is the event? When is the event? Where is the ticket being When was the ticket posted advertised? onto the site? Where will your tickets be When will you get the delivered to? tickets?

HOW? How is information provided? How much information is provided? How can you pay for tickets? How do you know this is secure? How much can you afford?

Activity 3: Selling tickets? Do it right! Trainer’s worksheet The Consumer Rights Act states that as a secondary ticket seller you must provide information necessary to enable the buyer to identify the seat or standing area in the venue, this includes, as applicable:

• name of the area in the venue in which the seat is located such as the stand title, entrance details • the area (block) in which the seat or standing area is located, • the row in which the seat is located • the seat number or letter • information about any restriction which limits use of the ticket (student, disabled, age restriction) • the face value of the ticket - the amount stated on the ticket In the box below create an advert to sell your ticket for an event…

Remind participants to include the band or show How much you are charging How much the face value of the ticket is How you will transfer the ticket to the buyer

Activity 3: Selling tickets? Do it right? Participant’s worksheet

The Consumer Rights Act states that as a secondary ticket seller you must provide information necessary to enable the buyer to identify the seat or standing area in the venue, this includes, as applicable: • name of the area in the venue in which the seat is located such as the stand title, entrance details • the area (block) in which the seat or standing area is located, • the row in which the seat is located • the seat number or letter • information about any restriction which limits use of the ticket to persons of a particular description (student, disabled, age restriction) • the face value of the ticket - the amount stated on the ticket

In the box below create your advert to sell your ticket for an event… (remember you want to comply with the law!!)

Take a look at some secondary ticketing sites to see how they lay out ads. Look also at classified ads sites to see how accurate they are, whether they give you enough information and if you trust them to deliver your tickets. ©2015 Citizens Advice

Closing a session - Stage one

Summarise the importance of the secondary ticketing requirements and ask participants to create a short list of things of what they have learnt from the session. Ensure that the participant can: offer at least two points of learning; identify what might be a fake website or untrustworthy seller; calculate the final cost of buying from a secondary ticketing site; know what they must comply with if they intend to sell tickets on such a site themselves. know how to contact the Citizens Advice consumer service 03454 04 05 06, Welsh-speaking adviser on 03454 04 05 05

Closing Session - Stage two

A list of topics that the participant is interested in should have evolved naturally out of the themes covered in the activities. The participant can choose from the list to decide what they would like to discuss next time. This not only provides very useful information for Citizens Advice, it also increases the likelihood the participant will return. If you have concerns about a participant engaging in a risky purchase or potential scam, strongly encourage them to visit their local Citizens Advice or contact the Citizens Advice consumer service. If you found this useful; why not try:

Financial Capability resources on Budgeting and Debt Consumer education on Scams Campaigns on self -employment Digital Money Coach resources

Closing Session - Evaluation Framework

A Citizens Advice evaluation will be available on the education page; however, the framework offers the trainer questions that will enable a more in-depth analysis of the session. This can be done as a post-session analysis by the trainer or can be discussed with the participants. This will be dependent on the timescale available and also the engagement of the participants.

The trainer should feedback their experience of the resources to Citizens Advice, with specific note to: o The ease of use of the materials o The effectiveness of the activities o Any recommended top tips o Any other recommendations for the resource o Any interest from participants for other resource topics o Other requests or overall comments

Appendix

Consumer Contracts (Information, Cancellation and Additional Charges) Regulations https://www.gov.uk/government/uploads/system/uploads/attachment_data/fil e/429300/bis-13-1368-consumer-contracts-information-cancellation-and- additional-payments-regulations-guidance.pdf

Consumer Rights Act (Chapter 5) http://www.legislation.gov.uk/ukpga/2015/15/part/3/chapter/5

Consumer Rights Act Explanatory notes http://www.legislation.gov.uk/ukpga/2015/15/notes/division/3/3/5/2

Get Safe Online https://www.getsafeonline.org/shopping-banking/buying-tickets

Guide from Action Fraud website http://www.actionfraud.police.uk/fraud-az-ticket-scam

Additional Reference materials

News articles for Activity One

Video clips BBC Watchdog Second- hand ticketing Part 2 and 3 http://www.bbc.co.uk/programmes/articles/3Sn9kz60SZPXy0g0qCy2zk8/sec ond-hand-ticketing

Examples of newspaper articles http://www.telegraph.co.uk/sport/rugbyunion/rugby-world- cup/11755861/Revealed-fans-at-risk-of-being-ripped-off-by-secondary- ticketing-scams.html http://www.theargus.co.uk/news/13655578.Teenagers_furious_after_friend_f ails_to_produce___150_000_worth_Bestival_tickets/ http://www.bbc.co.uk/news/uk-27419369