WELCOME to the latest edition of our Customer Charter.Plymouth Argyle Football Club is firmly rooted at the heart of our community, as it has been throughout our proud and unique history, which inspires and informs our future. The loyalty of our supporters - the world famous Green Army - is the key foundation stone of the club and is enshrined and reflected in our motto, Semper Fidelis. We are totally committed to delivering the best possible service to all our customers, and aim to achieve this by embracing the values of honesty, integrity and transparency. Essential to our progress is striving to provide the best possible facilities at Home Park, and continuing to strengthen our links with the city of Plymouth and the entire Westcountry region. Based on the fundamentals of a successful business-model, the club aims to deliver a thriving, sustainable and successful football club, acting with integrity and respect for all, with a high-performing football team to drive a virtuous cycle of value-creation for fans and everyone associated with Plymouth Argyle. Our Club Charter - which will be updated periodically - outlines our ambitions in more detail. If we do not meet standards you would expect of Plymouth Argyle, please contact our Supporter Liaison and Customer Care Officer (details below). We would also be grateful to know when the club has exceeded your expectations, so that we can pass this information on to the relevant person or department. Your feedback is vital, and will help move the club forward. THREE SPECIFIC OBJECTIVES FOR THE 2012-13 SEASON - WE will increase our engagement and direct involvement with the club's worldwide fan-base by embracing and supporting the establishment and operation of an independent Plymouth Argyle Supporters Board, which will provide will provide a constructive challenge to the club's statutory board of directors; - WE will establish and develop a new Family Area at Home Park, where both home and away supporters can watch all our matches in a safe and entertaining family-friendly environment; - WE will improve the quality, range and availability of our match-day catering, involving supporters in the decision-making process. We expect our customers to be able to purchase a high-quality product at competitive rates. Where possible, we will use suppliers from within our community. GENERAL OBJECTIVESCUSTOMER SERVICE The primary contact is Supporter Liaison and Customer Care Officer Rick Cowdery, who, on a regular 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 Chris Parsons, on general matters, or Tara Reynolds, if your query concerns the Football in the Community Trust. The club prefers comments to be made in by email to: email@example.com. You can also write to: Plymouth Argyle Football Club, Home Park, Plymouth PL2 3DQ. Rick can also be contacted via: 01752 562561 (telephone) and 01752 606167 (fax) or firstname.lastname@example.org (email). The club will strive to 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. If you are not satisfied with our response, you are invited to contact: The Football League Customer Services Department, Operations Centre, Edward VII Quay, Navigation Way, Preston PR2 2YF. Telephone: 0844 335 0183. Fax: 0844 826 5188. E-mail: email@example.com. STAFF CONDUCT OUR staff are required and expected to maintain the highest professional standards of service and courtesy at all times, in all circumstances. Guidelines on expected behaviour, covering everything from personal interaction to social networking, are issued to all staff. We are dedicated to treating all customers equally, irrespective of age, sex, race, gender, creed or physical ability. EQUALITY WE operate a very clear policy of zero tolerance towards any form of unacceptable discrimination whether it is based upon age, race, creed, religion, sexual orientation or physical ability. Any form of discrimination has never been, and never will be, tolerated at Home Park. We are proud to be a family club, where people of all abilities, ages, beliefs, genders, races, religions and sexual orientation can unite to enjoy "the Beautiful Game". As a club, we have always embraced players and supporters of many nationalities and creeds; this is our heritage and our legacy. Prejudice and hatred simply do not mix with supporting our team. We remind all supporters that racist, sexist and homophobic chanting are criminal offences which will result in the perpetrators being banned from Home Park. We will continue to act against any supporters who commit such offences. SAFEGUARDING CHILDREN, YOUNG PEOPLE AND VULNERABLE ADULTS WE are committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expect all club officials, staff and volunteers to share this commitment. We acknowledge the role we play in creating a safer environment for everybody involved in the game, especially for the more vulnerable, including children and young people. We subscribe to the Football League's 'Good Practice Guidance' which outlines our responsibilities in helping make football a safer place for all. COMMUNITY ACTIVITY WE embrace Football in the Community, and endorse the employment of a Disability Officer. Full details of our wide-ranging and varied community-based activities and initiatives can be found on the Football in the Community section of our official club website, www.pafc.co.uk. The club will continue to 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 ensure management, players and officials support community programmes and events. SUPPORTER CONSULTATION AS stated above, we will increase our engagement and direct involvement with the club's worldwide fan-base by embracing and supporting the establishment and operation of an independent Plymouth Argyle Supporters Board, which will provide a constructive challenge to the club's statutory board of directors. 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 official club website, www.pafc.co.uk. 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. Our latest prices can be found at our official club website, www.pafc.co.uk, as can details of the Box Office opening hours 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 and can be found at our official club website, www.pafc.co.uk. 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. STADIUM WE will ensure that a safe stadium environment is provided and, in turn, ask that supporters adhere to the official Football League Ground Regulations which can be found at www.football-league.co.uk. MERCHANDISE OUR official club retail operation is the Argyle Superstore at Home park. Details of pricing, opening hours, etc. can be found at our official club website, www.pafc.co.uk. We also operate an online shopping service at www.argylesuperstore.co.uk. 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, our official website, and in the match-day programme as soon as possible. We will seek supporters' input on the design of new strips. 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. Complaints, suggestions, observations about the club's merchandising should be addressed to the Supporter Liaison and Customer Care Officer (details above).