WELCOME to the latest edition of our Customer Charter, which contains information on a wide range of issues. The club is currently engaged in a process to thoroughly examine and update all customer touch-points. However, we invite you to take note of the Charter and, should you have any queries, please do not hesitate to contact us. Plymouth Argyle Football Club remains totally committed to delivering the best possible service to all of our customers. Points of Contact The primary contact is Supporters’ Liaison Officer Rick Cowdery, who, on a day-to-day basis, will: attend to any complaints requiring immediate resolution; collate all other complaints and forward them to the appropriate official for action and reply; maintain a record of complaints; and ensure prompt and substantive replies. Rick can be contacted in normal club hours, 9am-5pm each weekday. In his absence, please contact Rob McNichol, on general matters, or Mark Lovell, if your query concerns the Football in the Community Trust. The club prefers comments to be made in writing to: Plymouth Argyle Football Club Home Park Plymouth PL2 3DQ. Rick can also be contacted via: 01752 562561 (telephone) 01752 606167 (fax) or firstname.lastname@example.org (email). The club will make its substantive reply via post, e-mail or fax within 14 days. If circumstances dictate that this is not possible, an interim response will be made and a substantive response made as soon as possible thereafter. Verbal comments will be responded to verbally. A record of all comments will be retained and we will report the number received once a year and aim to improve on them annually. Should a supporter be unsatisfied by the club’s response or failure to respond, they should contact the Football League’s Customer Service Department at: The Football League Limited Edward VII Quay Navigation Way Preston PR2 2YF. The Football League’s Customer Service Department can also be contacted at: 0844 335 0183 (telephone) or email@example.com (email) The Independent Football Ombudsman has been established to receive and adjudicate on complaints which have not been resolved at an earlier stage and can be reached at: Suite 49 57 Great George Street Leeds LS1 3AJ. Customer Service Our staff are required and expected to maintain the highest standards of service and courtesy at all times, in all circumstances. The club does not tolerate discrimination or harassment against any individual or group on the basis of age, sex, religion, race, nationality or disability. All staff, members, supporters and applicants for employment will be regarded equally and be given equal opportunities. Consultation and Information We have in place processes which will allow our supporters to play a significant role in the governance of the club. We also continue to develop our relationship with sponsors, the media, Plymouth City Council and other stakeholders. We will publicise our position on major policy issues in the match-day programme, through mailings, or on our website, www.pafc.co.uk. We undertake research on the design and number of new strips and will continue to involve our supporters in the selection process via governance arrangements. Ticketing We are committed to providing value for money to the widest spectator base, through our Membership schemes, pre-match day purchase discounts, appropriate concessions, and occasional offers. We will review ticket-pricing annually and give the earliest possible notice of any changes to our ticketing policy. Young people (anyone under 18) and senior citizens (65 years and over) will be among those entitled to a concessionary ticket price. The club’s current policy to its disabled fans is posted on the club website. Away supporters in the appropriate category will enjoy the same concessions, and no away supporter will be subjected to any higher charge than that made to our fans. To improve security and safety, away supporters are required to use the area of the stadium allocated to them. Although each case will be considered on its merits, in general, refunds are only made in exceptional circumstances at the discretion of the club. Football League regulations will be followed in the event of postponed and abandoned matches. If a match has to be postponed before kick-off, ticket-holders will be entitled to free admission to the rearranged fixture, on production of a valid ticket. If the game is abandoned after kick-off, spectators will be entitled to half-price admission to the rearranged fixture, on production of a valid ticket. Merchandise All replica strip designs shall have a maximum lifespan of one season. Details of the next intended change of strips will be available via the shop, official website, and match-day programme as quickly as possible. The club carries out its obligations under Football League regulations to prevent price fixing in relation to the sale of replica strip. The club offers refunds on merchandise in accordance with its legal obligations and on production of a valid receipt. Community Activities The club embraces Football in the Community, and it endorses the employment of the Disability Officer. The club will co-operate on joint ventures to benefit the community through local public authorities, particularly schools and colleges, business, commercial, charitable and voluntary organisations. We will endeavour to ensure management players and officials are available to support community programmes and events; The club is committed to assisting more people to play and watch football. Stadium The club will ensure that a safe stadium environment is provided and, in turn, ask that supporters adhere to the official ground regulations which can be found by clicking this link. Stewarding and Crowd Control We operate a fair and open stewarding policy, with spectator safety being the primary focus. Our stewards are trained up to SIA level and are briefed to ensure that supporters comply with club and Football League ground regulations. Standing in all areas is not accepted and all gangways must be kept clear at all times. Banning Procedure Banning orders may be enforced after an incident has been reported to us, either directly or through the Police, and may vary in length dependent upon the nature of the incident. Each case will be dealt with on its own merits. Examples of unacceptable behaviour leading to banning orders include but are not limited to: violent or abusive behaviour towards the public or club officials; drunken behaviour; racist chanting or comments; and encroaching on to the playing surface. Banned supporters will have the opportunity to discuss their conduct with the club before any ban is considered. Banned supporters are not entitled to any refunds. Stadium Parking We have limited parking spaces available on match-days, a number of which are allocated on a first come, first served basis to drivers with a valid Blue Badge. First Aid We provide full medical support for spectators inside Home Park. Catering We aim to provide variety and value for money and variety of choice in all our catering outlets and hospitality areas. Data Collection Any data disclosed to us is collected, stored and used in a responsible and secure manner as required under the Data Protection Act 1998. Charity Partner We will identify an official charity partner at the beginning of each season and assist them in raising funds and increasing awareness of their work. Safeguarding We are committed to the safeguarding of both children and vulnerable adults. All staff who work closely with children and young people receive appropriate training and are DBS checked where appropriate. Corporate Social Responsibility We are committed to achieving best practice and being a good corporate citizen. This involves, but is not limited to, adherence to industry standards and reporting frameworks. Environmental Policy We acknowledge that our activities impact the environment and strive to be environmentally friendly. We seek opportunities to minimise resources we consume, thereby ultimately limiting waste. We shall acknowledge environmental legislation and regulations, and aim to exceed them wherever possible. We shall document, communicate and educate employees, shareholders and investors our policy, and encourage them to participate. We shall encourage recycling in partnership with our Waste Disposal partners. This Season • We will hold a minimum three meetings between the club’s Board of Directors and the club’s supporters next season, open to all, and give all established supporters’ groups direct access to our chief executive for face-to-face meetings; • We will, in partnership with the University of St Mark and St John, offer a unique Higher Education studies programme in the shape of a foundation degree in Football Coaching and Development, taught via resources including tutor-led sessions, coaching sessions, work-based learning and coach-development days. • We will, in tandem with supporters groups, participate in and act upon a close-season survey eliciting opinions on their customer experiences.