WELCOME to the second edition of our Customer Charter, which contains information on a wide range of issues, from ticketing to customer service.

We invite you to take note of its contents and, should you have any queries, please do not hesitate to contact the responsible individual identified below.

Plymouth Argyle Football Club remains totally committed to delivering the best possible service to our supporters, sponsors and customers.

Supporters and Customer Service

THE primary contact is Carole Rowntree, 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.

Carole can be contacted in normal club hours, 9am-5pm each weekday. In her absence, please contact Dave Boobyer, on general matters, or Tara Reynolds, if your query concerns the JAGS.

The club prefers comments to be made in writing to:

Home Park
Outland Road
Plymouth
PL2 3DQ

Carole can also be contacted via:
01752 562561
(telephone)
01752 606167
(fax)
argyle@pafc.co.uk
(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.

Staff Conduct

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.

Consultation and Information

WE continue to develop ways to consult with our supporters via forums, questionnaires and meetings with appropriate individuals and groups.

We also continue to develop our relationship with sponsors, the media, Plymouth City Council and other interested parties.

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.

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.

Junior Greens (16 years and under), students, senior citizens (65 years and over on August 1) are all entitled to a concessionary ticket price.

The club's current policy to its disabled fans is well known but, in accordance with the DDA, a separate policy will be adopted from the 2004-05 season and is available from the club.

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;

PAFC is committed to assisting more people to play and watch football.