Sydney’s Qudos Bank Arena explains wheelchair dispute: “safety of all patrons is of paramount importance”

Qudos Bank Arena in Sydney has responded to an incident which took place last Saturday night at a P!NK concert.

Gold Coast-based freelance music journalist Marlena Katene, who has cerebral palsy, and her carer Bert Hibbert were refused access to the VIP area, for which she had two tickets for.

They told the Gold Coast Bulletin that they were asked by security to go to an empty wheelchair-specific area.

They refused, first because they wanted to be with other fans, and secondly because a week earlier in Melbourne, they were allowed on to the general admission area a metre from the stage.

Hibbert, who said the conversation between security and a manager, had been “polite and respectful”, was told it was “policy”.

Venue staff offered the pair free food, free merchandise and a refund of the ticket, but they refused.

According to the Bulletin, Hibbert was accused of being aggressive and escorted out of the venue and told to stay 50 metres away or he’d be arrested for trespassing.

Katene stayed inside on her own.

Qudos Bank Arena general manager, Steve Hevern, issued a statement: “The safety of all patrons is of paramount importance.

“Safety is one of the primary areas of the venue’s operation, for which we are responsible.

“We respect Ms Katene’s enthusiasm and excitement to enjoy the concert in the way she had anticipated, however we have a duty of care to Ms Katene as well as all other patrons to ensure a safe event for all.”

He said venue staff had contacted Katene before she entered the arena to explain requirements about her safety.  

Hevern’s statement continued: “Our goal was to provide a safe alternative in an equivalently-priced location to ensure the best possible experience for Ms Katene.

“We are disappointed our efforts to safely accommodate Ms Katene did not meet her expectations, therefore we provided a full refund to her and Mr Hibbert.

“We take the comfort and safety of all patrons of all levels of ability extremely seriously and will continue to work closely with all of our staff to ensure people feel welcome and safe.”