Customer Charter
1. Customer Service
1.1. Comments regarding any aspect of Customer Service should be made to the Football Secretary who can be contacted on (01395) 232784 during normal office hours (Monday to Friday).
1.2. Customer feedback is encouraged regarding both positive and negative aspects of the business and activities of Exeter City Football Club.
1.3. The Club will make an initial response to any contact from a customer within five working days. If the initial contact from the customer is in a written format then a telephone call or email may be made to acknowledge receipt and to establish any further facts required.
1.4. In the case of a written complaint an initial investigation will be carried out and a response issued in writing within a further ten working days from the date of acknowledgement.
1.5. Whilst initial responses may be in the form of a telephone conversation, a fax or an email, all such communication will then be confirmed in writing by post.
1.6. Any complaints received from customers will be recorded in a register held and reported to the relevant football authority as may be required together with the reports of investigations into the complaints.
1.7. It is hoped and expected that any complaints received by the Club regarding customer service can be resolved to the supporter's satisfaction and the Club will make every effort to do so. If that is not the case then the Club recognises the right of the supporter making the complaint to refer the complaint to the relevant football authority.
2. Staff Conduct
2.1. Staff will endeavour to be courteous and helpful to customers at all times, offering them the best possible service and information available at any given time.
2.2. Exeter City Football Club is committed to briefing staff on key issues so that they are sufficiently knowledgeable to be able to directly answer the majority of supporter queries.
2.3. All members of staff will do their best to answer supporters' queries or concerns. If they are individually unable to answer a supporter's query they will refer the matter to their supervisor and the supporter will receive a response as quickly as possible but no later than 14 days.
3. Consultation and Information
3.1. This is an opportunity to remind supporters that the Club's majority shareholder is the Exeter City Supporters' Trust. Whilst many other supporters strive to have a voice at Board level within their clubs we, the supporters of Exeter City Football Club, effectively own our club.
3.2. Our Supporters' Trust is registered as an independent provident society which means each member has one vote and members determine the make up of the Trust's Board of Society by democratic election, based on 'one member - one vote' principles.
3.3. The Board of Society in turn determines the Directors appointed to the Board of Exeter City A.F.C. Ltd. Under the present constitution the Chair of the Board of Society of Exeter City Supporters' Trust and a representative from the Exeter City Supporters' Club will automatically be Directors, therefore ensuring that supporters views are not only represented at Board meetings but that their representatives have a vote in any decisions made by the club.
3.4. The Club actively consults supporters on a regular basis through a variety of forums. The Supporters' Trust holds 'fans forums' during which question and answer sessions are a regular occurrence. Similarly, meetings are held outside Exeter in order to ensure that our 'exiled' Supporters' Groups are consulted and can make a contribution.
3.5. The Supporters' Trust has pledged that any significant decision regarding the Club that needs shareholder approval will be determined by a vote of Supporters' Trust members in accordance with its constitution.
3.6. The Club publicises its position on major policy issues on the official Club website, on the Exeter City Supporters' Trust website and in the Match Day Programme.
3.7. The Club also issues information on local radio, newspapers and via the Press Association.
3.8. The Club has and continues to develop ways to consult with stakeholder groups as follows:
3.8.1. Supporters' Trust open meetings, 'Fans' Forums' and meetings with other Supporters' Groups provide opportunities for fans to raise issues and debate all matters regarding Exeter City Football Club.
3.8.2. The Grecian Groups' Forum has been established to facilitate the sharing of information between the Club, supporters, and other affiliated groups
3.8.3. Operation Perryman seeks to enlist support from all those who provide essential public transport to and from the ground
3.8.4. Exeter City Council and Devon County Council continue to provide valuable assistance and the Club aims to at least match their support by way of community activity.
3.9. The Club gives the earliest possible notice of any changes to its ticketing policy and the reasons for the changes. The Club welcomes constructive input from Supporters regarding customer improvement and satisfaction.
4. Ticketing
4.1. Pricing
4.1.1. The Club continues to strive for wider access to matches by offering a broad range of ticket prices and initiatives in order to attract new supporters or specific target groups.
4.1.2. The Club currently operates, and will make its best endeavours to continue to operate a scheme whereby early purchase of a season ticket is accompanied by a discount.
4.1.3. All people entering the ground must pay at the turnstile for admission or have a valid ticket.
4.1.4. Fully restricted view tickets are not generally on sale, but if requested will be sold at a discounted rate.
4.1.5. The Club reserves the right to increase general admission charges at any point throughout the season.
4.2. Sales
4.2.1. In the case of an all-ticket game, the last opportunity for purchasing tickets, subject to availability, will be before the close of business, as publicised, the day prior to the game unless otherwise stated.
4.2.2. Ticket Office opening hours will be adjusted for increased accessibility for all-ticket fixtures. Details of opening hours will be publicised in the Official Club website, Match Day Programme and local media.
4.2.3. The Club reserves the right to charge an administration charge for processing telephone bookings for tickets for all fixtures.
4.2.4. Tickets booked over the telephone can be posted out to customers, but will be left for collection if the booking is made any later than three clear working days before the date of the fixture.
4.2.5. Tickets for 'all-ticket' matches will not be held for collection later than three clear working days before the date of the fixture without prior payment.
4.2.6. The Club reserves the right to withdraw Season Tickets from supporters whose conduct is not in keeping with that stated in this Customer Charter under Supporters' Conduct.
4.3. Allocation
4.3.1. At least 5% of tickets for each game will be made available to non Season Ticket holders.
4.3.2. For 'all ticket' home matches the Club will sell tickets in the following order of priority subject to availability. Discretion will be applied to the number of tickets available to each applicant:
4.3.2.1. Season ticket holders, Exeter City Supporters' Trust members, Exeter City Supporters' Club members (including members of the Red Army), 'Red or Dead?' members.
4.3.2.2. Centre of Excellence players, Corporate sponsors
4.3.2.3. General Sale
4.3.3. For 'all ticket' away matches the Club will sell tickets in the following order of priority subject to availability. Discretion will be applied to the number of tickets available to each applicant:
4.3.3.1. Season ticket holders, Exeter City Supporters' Trust members, Exeter City Supporters' Club members (including members of the Red Army), 'Red or Dead?' members.
4.3.3.2. Centre of Excellence players, Club and casual Matchday staff
4.3.3.3. Corporate sponsors
4.3.3.4. General Sale
4.4. Concessions
4.4.1. Concessionary prices are available to junior supporters (under 16 on 31st August of the current season), senior citizens (age 65 and over at the commencement of the current season) and full-time students possessing a current and valid student card or proof of full-time education. The Club reserves the right to charge normal match day admission prices in the absence of proof of qualifying for a concessionary rate. Children under three years of age will be admitted to the ground free of charge.
4.4.2. The Club provides an area of the ground for the use of family groups and junior supporters, which has been designated a non-smoking area of the ground. The Club reserves the right to extend the no-smoking policy to other sections or areas of the ground.
4.4.3. The Club provides accommodation and assistance for disabled spectators and their carers. Tickets should be booked in advance, as admission cannot be guaranteed on the day of the game. Please contact the Ticket Office for details of our disabled facilities, admission prices and ticket allocation. The Club has a written policy detailing its commitment to disabled supporters in accordance with the requirements of the Disability Discrimination Act 1995.
4.5. Cup Competitions
4.5.1. The Club reserves the right to decrease or increase the price of admission to home Cup fixtures.
4.5.2. Season Ticket holders are guaranteed admission to home Cup fixtures and will be given priority over the general public for ticket sales as set out above providing they have purchased tickets before the date advertised for those tickets to go on general sale.
4.6. Returns/Refunds
4.6.1. Refunds are issued on unwanted tickets provided they are returned to the Club at least 48 hours in advance of the advertised kick-off time of the game for which they have been issued.
4.6.2. If a match is postponed before kick-off and after entry to the Stadium, tickets will be valid for the re-arranged fixture. For those supporters not issued with a ticket upon entry, vouchers will be issued on exiting the ground that will enable free admission to the re-arranged fixture.
4.6.3. If a match is abandoned after kick-off, but before half-time, spectators will be entitled to up to 50% reduced-price admission to the re-arranged match on production of an original ticket or voucher issued on exiting the ground. The Club reserves the right to set the reduced price of admission.
4.6.4. If a match is abandoned after half-time, spectators will be entitled to reduced-price admission to the re-arranged match on production of an original ticket or voucher issued on exiting the ground. The Club reserves the right to set the reduced price of admission.
4.6.5. Tickets bought for the original fixture or vouchers issued on exiting the ground must be retained in order to qualify for the above.
4.7. Accommodating Away Supporters
4.7.1. The Club abides by Football League, Nationwide Conference and Football Association Regulations governing the allocation of tickets to visiting Clubs.
4.7.1.1. The Club does not charge admission prices to supporters of a visiting Club higher than those charged to our own supporters for comparable accommodation.
4.7.1.2. Concessionary rates offered to senior citizens, students and junior supporters also apply to supporters of a visiting Club.
4.7.1.3. The Club reserves the right to charge normal match day admission prices in the absence of proof of qualifying for a concessionary rate.
5. Merchandise
5.1. The Club endeavours to ensure that all reproduction strip designs shall have a minimum lifespan of two seasons, subject to the kit suppliers and shirt sponsors remaining unchanged.
5.2. The Club will display a sign, and detail on the website, stating the launch date of reproduction kit sold in the Club Shop. Club Staff are also expected to inform the customer of this information, especially in circumstances where the introduction of a new kit is imminent.
5.3. The Club carries out its obligations under current regulations to prevent price fixing in relation to the sale of reproduction strip.
5.4. The Club offers refunds on items of clothing returned unsoiled in accordance with its legal obligations.
5.5. Any supporter who is unhappy with any item purchased from the Club Shop can return that item and receive a full refund on production of a receipt provided the item is returned within 28 days.
5.5.1. In the event that the supporter is unable to provide a receipt then the Club will exchange the item or provide vouchers to the current retail value. Customers' statutory rights are not affected
6. Community Activities
6.1. Exeter City is proud of its increasingly developing role in the local community and there is a commitment to further this from all sections of the Club, especially from the Supporters' Trust, Football in the Community Scheme, Centre of Excellence and Youth Development Scheme, Management and Playing Staff.
7. Supporters' Conduct
7.1. The Club wants the supporters to be part of the passion at St. James' Park in a safe, secure and enjoyable environment. The Club is therefore committed to preventing people from behaving in a manor likely to jeopardise the safety or enjoyment of others, or to bring discredit on the Club or City of Exeter.
7.1.1. If the Club becomes aware of any person having been convicted of a football related offence (whether at the Club's ground or otherwise) or having been in serious breach of any of the Club's ground Regulations, it will, in consultation with the Devon and Cornwall Constabulary, or the relevant Police Authority in the case of an away game, and representatives of the Club's Supporters' Group, make a decision as to whether that person should become subject to a Club ban.
7.1.2. Each case will be judged on its own merits and the length of any ban will depend on the severity of the offence and/or the breach of the Club's Ground Regulations.
8. Disabled Supporters
8.1. The Club has a dedicated contact for all disabled supporters. The disabled supporters' representative person can be contacted by calling 01392 411243
8.2. Existing disabled area Season Ticket Holders will have the opportunity to renew their disabled area season tickets at best possible prices.
8.3. Season Tickets for the 2005/06 Season will be allocated as follows:
8.3.1. 1st Priority will be given to existing disabled area Season Ticket Holders whose seats will be reserved until the final season ticket renewal deadline.
8.3.2. 2nd Priority goes to existing non-disabled area Season Ticket Holders who wish to move to a disabled area.
8.3.3. 3rd Priority will be given to any current members of the Supporters' Trust or an affiliated group who wish to upgrade to a season ticket.
8.3.4. 4th Priority goes on general sale on a first come, first served basis.
8.4. Ticket availability and dates of sale will be available from the ticket office.
8.5. Current capacity within all disabled areas at St. James' Park is 44 wheelchair and escort spaces. For Health and Safety reasons all supporters using a wheelchair must be accompanied.
8.6. For all away matches it must be noted that the allocation of disabled tickets is at the discretion of the home side and therefore Exeter City Football Club cannot guarantee disabled tickets for all those requesting them.
8.6.1. In the event that demand exceeds supply for disabled away tickets the priority will be the same as for season ticket allocations.
8.6.2. Should there be insufficient tickets for disabled season ticket holders then tickets will be issued on a first come, first served basis.
9. Equal Opportunities
9.1. At Exeter City A.F.C. Limited we respect and value the diversity that exists in our community and are committed to challenging attitudes that promote discrimination.
9.2. Equality of Opportunities means that in pursuit of our aims and objectives the Club will not discriminate against, or in any way treat less favourably, any person on the grounds of gender, ethnicity, disability, sexual identity, marital status, or political or religious belief. This includes:
9.2.1. Access to tickets and other products such as Club merchandise
9.2.2. Ability to book corporate or other facilities
9.2.3. Ability to join membership schemes
9.2.4. The selection of candidates for employment or promotion
9.2.5. Pay and employment terms and conditions
9.2.6. Internal training and development activities
9.2.7. External education activities
9.2.8. Football development activities
9.2.9. Selection for representative teams
9.2.10.Appointments to honorary positions.
9.3. The Club is an equal opportunities employer and has a Staff Equal Opportunities Policy.
9.4. The Club will not tolerate sexual or racial harassment or other discriminatory behaviour, whether physical or verbal, and will work to ensure that such behaviour is met with appropriate disciplinary action whenever and wherever it occurs.
9.5. The Club is committed to confronting and eliminating discrimination whether by reason of gender, ethnicity, disability, sexual identity, marital status, or political or religious belief.
9.6. The Club wholeheartedly supports The Football Association in its commitment to develop a programme of ongoing training and education in order to promote the eradication of discrimination.
