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FAQs

This information was updated on Tuesday 1st December, 2020 at 8:26AM.

Based on the latest health advice of  Phase 4 of the WA COVID-19 roadmap, the Margaret River HEART is open to a restricted capacity, subject to change depending on the current situation.

For a seated performance or seated entertainment that is ticketed in our venue, the new maximum capacity is 60 per cent of the fixed seating capacity or (if it is higher) as many as would be allowed under the 2 square metre rule.

In Phase 5, the 2 square metre rule and capacity levels for major venues will be removed, meaning all venues and businesses will be able to operate at full capacity. The decision around when Phase 5 comes into effect will be based on health advice. Phase 5 will only go ahead when the Chief Health Officer is confident it is safe to do so.

More information can be viewed here.

Bookings for event space and meeting venue hire are being taken via email at [email protected] or by phone on 9780 5294.

 

What we’re asking you to do

  • Book online! As events are released, tickets will be available for purchase via our website.
  • Coming in a bubble? Please buy your tickets together (in one transaction) to be seated with your bubble for the show.  If you purchase tickets in multiple transactions, each group of tickets will be seated in separate groups separated by approximately 1.5m. Bubble seating applies to people living in the same household.
  • Provide your name and contact details when booking or on entry to support contact tracing. Anyone booking on behalf of others is required to provide those people’s contact details, if requested.
  • If you’re coming to an event, please only arrive for the time you’ve booked and wait to be guided in to the venue space by HEART staff.
  • If you’re coming to visit or take a look at an exhibition, please come in small groups of no more than 4 people between 10am and 4pm Monday to Friday.
  • When arriving for a ticketed event: Please arrive only when doors open.
  • You’ll need to wait for everyone in your bubble to arrive before you queue to enter the ticketed venue space (whether it be the Main Theatre or the Studio Theatre) so we can seat you all together. Your bubble is the group of people living in the same house whose tickets were purchased in one transaction. This will help us to maintain physical distancing between bubbles inside the venue. When queuing to enter your event space, please queue in your bubble and leave 1.5m spacing between your bubble and other bubbles around you.
  • Bring a credit or debit card for any on-site purchases – we prefer not to transact in cash.
  • Avoid bringing large bags – you’ll have to carry any bag at your side or on your front.
  • Don’t visit in a large group.
  • Don’t visit if you’re unwell, have experienced cold or flu symptoms in the last 14 days
  • We encourage all to download and use the COVIDSafe app.
  • All visitors to our centre must register for contact tracing. This is mandatory. We encourage all patrons to download the SafeWA app from the Apple App Store or the Google Play Store now.

 

At the Venue

  • Use the hand-sanitiser provided on arrival.
  • Keep at least 1.5 metres distance from others at all times.
  • Wait in a marked queue or go elsewhere if a particular space has too many people.
  • Allow those who cannot use stairs to use elevators first, or consider using the stairs instead if you’re able to.
  • Cough and sneeze into your elbow or a tissue, and put the tissue in a bin.
  • Wash your hands with soap for at least 20 seconds in our restrooms.
  • Please don’t touch anything unnecessarily.
  • Visitors with access requirements can still use ramps and lifts.

Visitors who don’t comply with these conditions will not be admitted or will be asked to leave to ensure the safety of all.

 

What we’re doing for you

  • We are distancing ticketed events in our spaces. We will have bollards, floor markings and/or signage to help visitors maintain safe distances.
  • Each space has its maximum capacity, based on the rule of 1 person per 2 square metres. Please follow instructions from staff.
  • We’re cleaning frequently with hospital-grade disinfectants, and high-touch items are sanitised after each use.
  • We’ve provided hand sanitisers at the entry, bathrooms and at various places throughout the building.
  • We will continue to be guided by the WA Government’s health guidelines and will provide updates to this information.

 

Ticket FAQs

If you are not feeling well in the week prior to the event please play it safe; stay home and rest up rather than attending the show.  Send us an email to  [email protected]  to discuss your ticket/s in this scenario.

To make changes to your booking, call the HEART on 08 9780 5294 or email  [email protected] (Monday to Friday only).

 

We are all in this together. We look forward to seeing you at the Margaret River HEART soon!

Margaret River HEART Box Office and Administration are open from 10am-4pm weekdays.

Online

To subscribe to monthly email updates from the HEART, enter your preferred email address into the News and Updates email field at the very bottom of our website and simply click the red arrow to be added to our online mailing list.

You can also find all our current and upcoming events on the ‘What’s On’ page of our website.

 

In person & Over the phone

Feel free to pop in to our Box Office between 10am and 4pm Monday to Friday and talk to our friendly staff, we’re happy to chat about upcoming events and help you find something you like!

You can also call us on 08 9780 5294 between 10am and 4pm Monday to Friday if you’d prefer to chat over the phone.

The following is a shorter overview of access and inclusion at the HEART. The full details can be found in the Accessibility section on the previous ‘All you need to know’ page.

Do you have suggestions, questions, comments, or concerns about access and inclusion at the Margaret River HEART? If the information below doesn’t tell you what you need to know, email us on [email protected] and our friendly staff will take it from there!

 

Prams and strollers

Unfortunately, we can’t allow prams/strollers in the Main and Studio Theatres. They can block accessways which could be very dangerous in a dimly lit theatre or in the event of an emergency evacuation. They may be allowed in the more versatile Studio Theatre for some events, so call us ahead of time on (08) 9780 5294 to check, or to discuss storage options for a pram/stroller during an event.

Aside from the Main and Studio Theatres though, the rest of the venue is completely pram and stroller accessible, and families of all kinds are welcomed.

 

People from non-English speaking backgrounds

Unfortunately, we don’t have the resources or online materials available in any languages except English right now. This may change in the future, as Margaret River is and always has been a very multicultural community. We greatly value the diversity of the locals and visitors in this town.

 

Physical access (Inside)

Doors:

  • Most doors are easy to open, theatre doors will be open already or can be propped open on request.
  • All doorways are wide enough to get a wheelchair or pram through.

Counters:

  • All counters and information are within reach of a person using a wheelchair or similar device.

Floors:

  • Surfaces are even, spacious, and easy to navigate in a wheelchair or similar device.
  • There are tactile paving strips around the staircase leading from the Foyer to the Mezzanine level.

Toilets:

  • Unisex / Accessible toilets have tactile and Braille signage showing left or right-handed suitability, and all signs use standard symbols.
  • Baby changing facilities and Unisex / Accessible shower / changing facilities are available.
  • There is one Ambulant toilet in each public access bathroom.
  • All toilets are easy to navigate.

Stage Access:

  • The Main Theatre stage has a wheelchair lift to give access to anyone not able to use the stairs.

Theatre Access:

  • The Main Theatre has tiered seating with short stairs and the Mezzanine level has staircase and lift access.
  • Ground level flat seating in the Main Theatre has four wheelchair spaces, each with an optional companion seat.
  • Wheelchair spaces can be booked ahead of time by visiting our Box Office or calling (08) 9780 5294 Monday to Friday between 10am – 4pm.

 

Physical access (Outside)

Parking:

  • We have seven clearly marked ACROD parking bays nearby. These are in the Recreation Centre parking lot, the parking lot between the HEART and Gloucester Park Oval, and the parking area between the Shire Offices and the Youth Precinct (skate park)

Pathways:

  • Paths from parking areas to all entries of the venue are continuous, maintained, wide, and clear of obstacles.
  • Paths to raised areas are all accessible by ramp.
  • The path from the Recreation Centre parking to the venue’s main entrance is about 150m long and is on a slight slope. The path from Gloucester Oval parking lot is shorter and flatter.
  • Outside stairs and paths connected to parking bays and roads have tactile strips along the edges.

Backstage Access:

  • The raised loading dock in the Recreation Centre parking lot is accessible by ramp, and the edge is marked with a yellow stripe. The ramp is 1.2m wide and is a little steep.
  • You can contact the HEART ahead of time to discuss the most practical way to enter the building on (08) 9780 5294 or at [email protected] Monday to Friday between 10am and 4pm.

 

Visual impairments

Documents:

  • Documents made by the Margaret River HEART are almost always in Arial font, all other fonts used are easy to read and Sans-Serif. Text is kept at a readable size.
  • Copies of HEART documents in large print (18-point font) can be made available upon request. Please be prepared to wait for us to make the conversion.
  • We try to avoid using upper case where possible, except in the Margaret River HEART acronym, as HEART stands for Hub of Entertainment, Arts, and Regional Tourism. We apologise for any inconvenience caused.

Signage:

  • Margaret River HEART official colours are high-contrast. Other colours used aim to optimise readability and give clear contrast.
  • All signs use universal symbols and readable text and toilets have Braille and tactile signage on the doors.

Guide Dogs and Assistance Animals:

  • Margaret River HEART is a Guide Dog friendly venue and welcomes any registered Assistance Animals into all areas.
  • Other than Assistance Animals any animal coming on site must have prior consent from the venue and must be expertly cared for.

 

Hearing impairments

  • The venue has 24 Augmented Hearing Devices to support people with hearing impairments during events.
  • These cannot be booked when purchasing tickets or right before an event, as they must be tested with the user beforehand. To book an Augmented Hearing Device, please email us ahead of time at [email protected].
  • When made aware of a person’s hearing impairment, all staff will speak clearly and naturally facing the person, and can communicate through writing if requested to.

 

Dementia & cognitive/processing impairments

Communication:

  • There are some background noises and distractions we can’t always control. Background music played in the Foyer can be turned down on request, but other factors can be hard to change. Our team will try to accommodate requests.
  • Staff are patient and understanding and try to communicate simply and understandably.

Signage:

  • We have lots of wayfinding signage around, including exit signs. All signs are non-glaring, have clear contrast, use universal symbols, and only show essential information.
  • Signs are placed high so they’re visible over a crowd, but not so high that they’re unreadable.

Tapware:

  • Tapware is intuitive, easy to use and has temperature marked with words and/or with red and blue.
  • Most taps have a handle attached to tap. To dispense water, lift handle away from tap then move it towards side of fixture with desired temperature label to change temperature. Push handle back to starting position to shut off water.

Lighting:

  • Lighting can vary depending on event, weather, and time of day. Many events involve sitting in dim/dark lighting.
  • Some performance lighting and special effects may be disorienting, please call us ahead of time on (08) 9780 5294 to check.
  • Carpet pattern in the Main Theatre, on the staircase in the Foyer, and on the Mezzanine level may be confusing or disorienting.

Wi-Fi connection is free of charge across the entire venue during events.

The use of photographic or video and/or audio recording equipment is strictly prohibited in the Main and Studio Theatres at all times.

Food and beverages from outside the HEART are not permitted on the premises.

However, our Bar and Kiosk will be open for service before and during most major performances, and unless stated otherwise, food and beverages purchased from our Bar and Kiosk are permitted in both the Main and Studio Theatres.

As we are a fully licensed venue, visitors are not permitted to bring their own alcohol into the precinct.

Doors generally open one hour prior to performances, unless stated otherwise. For event running times please check your ticket or go to the event page for more details.

Please allow enough time to get to the HEART, find parking and enter the venue. If you do arrive early, our Bar and Kiosk will be open for service before and during most major performances.

If you arrive late to a performance, you will be admitted at the first suitable break determined by the promoter. Some events have a strict lock-out policy to ensure that seated patrons and performers are not disturbed. In this case the earliest admittance may be at interval.

To find out the duration of your event, please call the HEART Box Office between the hours of 10am and 4pm Monday to Friday in the week prior to the event to receive the most accurate time, or check the times on the event page.

All items left at the venue remain here until claimed within a reasonable period of time. If you find something at the HEART that you think may be lost property, please inform one of our HEART staff or bring it to the Box Office.

If you have lost something please call 08 9780 5294 between the hours of 10am and 4pm Monday to Friday.

The HEART does not accept liability for items which have been left or lost at the venue.

The closest ATM is located inside the River Hotel on Wallcliffe Road, which is just up the road on the opposite side from the HEART. You’ll find ATM’s for Bankwest, NAB, Commonwealth Bank and Westpac along the Bussell Highway close by.

The HEART accepts both cash and EFTPOS transaction payments.

If you’re looking for somewhere to stay while visiting Margaret River, the region has accommodation options for every budget, and many just a few minutes from both the Margaret River HEART and the town itself!

Whether you’re after the perfect hotel, resort, caravan park, camping ground, backpackers, B&B, villa or farm stay, it is best to book in advance to avoid missing out during the holiday season.

A range of accommodation availability can be checked on Your Margaret River Region, alongside recommendations for the best restaurants and attractions in town.