200809 DCFC Club Charter

1
2008-09 DCFC Club Charter 21st March 2009
2
Introduction

• Welcome to the 2008-09 update edition of the
  Derby County Football Club Charter.
• Derby County Football Club has continued its
  commitment to the Customer Charter. We view this
  document as the public expression of the
  partnership we continually strive to build for
  our supporters.
• The Club introduced its Fans First Vision
  Statement in March 2009.
• The Charter is available on our website
  www.dcfc.co.uk and demonstrates the Clubs
  responsibilities towards its fans and customers.
• In addition to this, the Customer Charter is
  available upon request via the Marketing
  Department or at Main Reception, Pride Park
  Stadium.

3
Fans First
4
Consultation information

• Derby County Football Club
• Consults supporters on a regular basis through
  its Fans Forums and fan associated supporters
  group meetings.
• Publicises its position on major policy issues
  through the clubs media channels including Vision
  Rams, match day programme and at www.dcfc.co.uk
• Continues to develop ways to consult with
  sponsors, third party suppliers, local
  authorities and other interested parties.
• Gives the earliest possible notice of any changes
  to its ticketing policy and the reasons for any
  change

5
Ticketing Accessibility

• The Club fulfilled its pledge in providing
  supporters with a wider access to matches
  through
• Stretching our range of ticket prices
• Special promotions
• A range of concessionary prices
• Season ticket installment schemes
• Ticketing
• Match tickets for Coca-Cola Championship fixtures
  have been divided into 3 categories
• Platinum, Gold Silver, dependent upon the
  perceived quality of our opponents and
  foreseeable demand in ticket sales.
• Prices are detailed the club website at
  http//www.dcfc.premiumtv.co.uk/page/PrideParkPric
  es/0,,10270,00.html
• Fixture categories may be subject to change.

6
Ticket Sales

• For Season tickets we provide a variety of
  methods of sale to our supporters in an effort to
  be as accommodating as possible for the varying
  needs of our fans. Tickets can be bought on-line
  at www.shopdcfc.co.uk, in person through the club
  shop at Pride Park, or by calling the club on
• 0871 472 1884.
• Priority Scheme
• The club operates a ticket priority system to
  ensure that tickets are distributed to supporters
  as fairly as
• possible. Priority however does not guarantee a
  ticket and tickets are restricted to one ticket
  per
• member.
• Home League Matches
• Tickets go on sale approximately one month before
  the date in which the fixture is to be played.
• This is the normal priority order
• 1) Gold members2) Valid customer number
  holders3) General sale

7
Ticket Sales

• Home Cup Matches
• This is the normal priority order
• Season ticket holders have a limited given notice
  period to renew their own seat. South Stand
  season tickets holders must use this period to
  purchase a seat in other areas of the stadium.
• 2) Gold members
• 3) Valid customer number holders
• 4) General sale
• Young Rams
• In 1970, Derby County Football Club created
  something that was absolutely new to football in
  this country
• a club for junior fans. To this day Derby County
  Football Club remain committed to encouraging
• youngsters into the club, offering them fair
  prices and excellent service.
• Last season we proved to young people in Derby
  and the surrounding areas that being the first
  also means
• they get the very best in terms of great deals
  and fantastic exclusive events.
• Thanks to some exciting new ideas, membership is
  continuing to grow. Prices have remained static
  at 10

8
Ticket Sales

• Our list of events during the season is growing
  all the time, from Ramtastic activity days and
  half-
• time shoot-outs to our popular Play on the Pitch
  festival and pre-match Play and Stay Club.
• To ensure we can more effectively let junior
  members know about offers and events, in 2008/09
  we
• offer shopDCFC Direct voucher as part of the
  membership package to parents/guardians who
• provide a valid contact e-mail address.
• If parents/guardians don't have internet access
  at home, the club will accept a friend or
  relative's
• address as we feel it is important to ensure
  everyone has access to the very best offers.

9
Ticket Sales

• Away Support
• Derby County have implemented a scheme for fans
  travelling to away fixtures - Rams on Tour .
• This has been introduced to eliminate the
  inconvenience of applying for away match tickets
  and with easy payment made by direct debit or
  credit card. Tickets are automatically sent to
  members approximately three weeks before each
  away match. A joining fee of 25 covers
  administrative and postage.
• The club also organise coach travel for all away
  fixtures under the brand RoadRider with tickets
  purchased alongside match tickets so that fans
  can organise their whole trip in one simple
  transaction.
• When the club receives a limited supply of away
  tickets or demand is expected to exceed supply,
  we reserve the right to allocate tickets to those
  supporters who have attended a certain number of
  away matches in the season.
• In these instances, supporters need to apply for
  tickets by written application.
• The number of qualifying matches, dependent on
  how far into the season the date of the match is,
  will be announced should we need to use this
  additional criteria.

10
Facilities for Disabled Supporters
Derby County offers a range of facilities for
wheelchair and ambulant disabled supporters
accompanied by their assistants. Pitch-level
wheelchair and assistant seating Elevated
wheelchair and assistant seating Hearing looped
equipped seating Dedicated seating for ambulant
and visually impaired supporters Disabled toilet
facilities using the radar key system Catering
facilities are also available throughout the
stadium. Match day prices for disabled
supporters cost 15 and can be booked by calling
Keith Marson, the club's disabled liaison
officer, on 01332 667531. Home and away disabled
fans are able to sit amongst their fellow
supporters in covered viewing accommodation, and
stewards trained in disability awareness are on
hand to assist. Lowered refreshment counters are
available in all the relevant areas and a waiter
service is provided pitch side. Supporters who
are visually impaired can access commentary in
three different areas of the ground 1.
radio induction loop system 2. 20
headsets (available upon request) 3. The
Club also has a Minicom textphone which is
compatible with the internal e-mail system.
This ensures any inquiries via this method
could be directed to any given individual within
the Club. Disabled parking facilities at the Club
consist of almost 200 spaces in 3 locations with
8 being provided in close Close proximity to the
visitors enclosure for away fans. Golf buggies
with drivers ferry those with mobility problems
from the car parks to their relevant point of
entry into the stadium. This facility operates
both pre and post match.
11
Diversity Anti-Racism
Derby County actively support the Kick It Out
campaign as well as a number of local
initiatives. Our community scheme is primarily
aimed at creating, developing and delivering
opportunities for children and adults to
participate in high quality physical activity
irrespective of age, gender, ability, ethnicity
and social circumstance. Merchandise Derby
County Football Clubs policy on merchandise is
drawn up in line with football industry
standards. The clubs home kit is worn by the
First Team for one season unless otherwise
stated. The Away Kit , Goalkeeping kit and third
kits will operate for one or two seasons and will
be changed according to announcements made at the
time of launch and displayed on the club website
and in the club store at Pride Park. If the club
changes kit or shirt sponsor, all kits are liable
to change Information relating to the start date
of kits is contained on the clubs official web
site ShopDCFC (club shop) offers a 28 day money
back or exchange guarantee on purchases of
merchandise on production of a valid receipt and
all packaging. Personalised replica products are
excluded. The product must be returned in an
acceptable condition to warrant re-sale and are
subject to stock. This offer does not affect
normal statutory rights.
12
Customer Service Staff Conduct
Note This section reflects Derby County
Football Clubs own commitment to customer
service Derby County Football Club will-
Strive to provide value for money in all areas of
its business Seek to achieve the highest
levels of service Treat all fans and customers
with due respect and courtesy Respond to all
feedback received Protect under legal
legislation all confidential information
Regarding third-party suppliers we strive to
implement our own customer-service standards
promises and in doing so translate these to
our suppliers
13
Complaints Procedure
All complaints must be received in writing by
either email or letter with a valid address and
contact name for response. Derby County Football
Club seek to respond to the complaint in the
first instance within 10 working days of receipt,
thereafter will be subject to an internal
investigation (if necessary) If you are still
not satisfied, you may write to the Football
League or the Football Association, depending on
the issue. If, after the football authorities
have dealt with the matter you are still
unsatisfied with the response, you may contact
the Independent Football Commission. Please note
however the IFC has no authority to deal with
complaints until all other avenues have been
exhausted. IFC contact details shown at the foot
of this charter. All complaints should be
forwarded to Kim Thompson kim.thompson_at_dcfc.co.u
k 01332 667522
14
(No Transcript)