Ipswich Town FC's Customer Charter
CUSTOMER CHARTER 2014
At Ipswich Town Football Club we care about our customers and within this Customer Charter we outline the minimum standards of service that all customers will receive.
We are committed to providing the best facilities and excellence in service and are constantly striving to improve in everything we do. We monitor our performance using independent market research but undoubtedly the best way to improve is to listen to the views of our customers so if you have any comments to make about this Charter or any other customer service issue please be assured that we will welcome your feedback. Contact us at email@example.com.
We have delivered against our objectives for the 2013/14 season.
The Club will be actively focusing on the following objectives to both add value to our products and provide easier access.
Our focus for the year 2014 onwards is to re-examine how we can bring together our family areas into one stand so that we can serve our families better. We have already created a robust Junior Blues club and wish to expand that to encourage young supporters for the future.
A report on how we perform against our Customer Charter incorporating any improvements we have put in place is submitted to the Football League and the Independent Football Ombudsman annually.
For convenience relevant information can be found under the following headings:
Facilities for Disabled Supporters
Inclusion & Anti-Discrimination
Communication - Local Charity & Public Relations
Supporter Liaison Officer [SLO]
Information on ticket availability etc, will be updated daily and can be obtained by visiting our www.itfcdirect.com website, by telephoning our Ticket Enquiries Team on 03330 05 05 03 and at the Club’s Planet Blue store.
This information will also be available on our official website on www.itfc.co.uk and will be announced on our match day public address system. We offer a wide choice of seating and a range of Season Ticket prices that enable customers to select a ticket to suit their budget. Full details of the range are mailed out to all Season Ticket holders and members prior to the start of the season and are available on request from our Ticket Enquiries Team and on our official website www.itfc.co.uk.
Hospitality is available for all home fixtures and full details can be obtained by calling 01473 400594, firstname.lastname@example.org, or visitingwww.numberonevenu.co.uk.
Season Ticket holders are offered the opportunity of spreading the cost of their tickets through a direct debit scheme. The scheme now offers a period of 12 months for purchasers who opt in before the Club’s early bird deadline date and also allows for spread payments over a variable time span for purchases throughout the season.
The Club will limit Season Ticket sales so that a minimum of 5% of our home supporter capacity will be made available for sale on a match-by-match basis.
4,700 seats within the Stadium are in our designated Family areas. We regulate the sale of adult tickets against junior tickets in this area to retain and foster an atmosphere that is welcoming to our younger supporters. The new base for Junior Blues in the East of England Co-operative Stand will give young fans a chance to meet up with others in prior to a game.
In line with national and FA legislation, the whole Stadium is designated a non-smoking area. Anyone who is found smoking will be ejected from the ground. This is in addition to any fine that could be imposed by the Ipswich Borough Council Enforcement Officers on the individual or upon the Club. For anyone considering leaving the stadium to smoke, please note that no re-admission to the ground will be permitted.
We will continue to operate a ticket booking priority system for both home and away matches to ensure that tickets are allocated to supporters fairly. The following information is communicated to all Season Ticket holders and Club members prior to the start of the season. Please note that prior to any tickets going to general sale, members or Season Ticket holders can only purchase one ticket each for away matches.
Ticket priority for home league matches
- Season Ticket holders have their own seat for every home league match.
- Debenture holders
- Platinum members
- Silver members
- Gold members
- Season ticket holders
- General Sale
Ticket priority for FA Cup and League Cup home matches
- Season Ticket holders to purchase their own seat.
- Debenture holders
- Platinum members
- Silver members
- General sale and including additional tickets for Gold members and Season Ticket holders.
The club reserves the right to change maximum and minimum allocation levels at priority stage for home league and cup matches which are deemed to be of high demand.
Ticket priority for away matches
When the Club receives a limited allocation of tickets for an away match, it reserves the right to allocate tickets to Club members and season ticket holders who have attended a minimum number of away matches in the season. Please note that for the Club to be able to register away match tickets they must be purchased from Ipswich Town FC, using the individual customer number of each supporter purchasing, and not bought directly from the away club.
For away matches where we have sufficient tickets to meet general demand the following priority will apply:
- Debenture holders.
- Platinum members
- Gold members
- Season ticket holders
- Silver members
- General sale
Please note that Junior Blues membership does not carry with it any ticketing privileges. However if the Junior Blue is also a Season Ticket holder then Gold Club members may purchase tickets on their behalf. Similarly Silver Club members can purchase on behalf of a Junior Blues member.
A full refund will be given to any supporter returning a match ticket for a home match to the Ticket Enquiries Centre prior to kick off of the match. This excludes Season Ticket holders’ pre-paid cup tie tickets.
A full refund will be given to any supporter returning an away match ticket 5 days prior to the match.
Refunds for Season Tickets are allowed only at the discretion of the Club. Supporters must apply in writing stating the reason for the request and enclosing any supporting facts.
No refunds are given on seasonal or single match hospitality packages, should the customer wish to cancel or reduce the package in any way.
The Club offers free or reduced admission to replays of abandoned games to those who had purchased tickets for the original match. If a match is abandoned after spectators are admitted to the ground but before kick-off, ticket holders are entitled to free admission to the rearranged match. If a match is abandoned after kick off, spectators are entitled to half price admission to the rearranged match.
In the event that a fixture is postponed or moved due to cup matches, any hospitality package purchased will be valid for the rescheduled date. If the customer cannot attend the new fixture date, transfer to another fixture can be arranged, subject to availability. Should no available date be suitable, the Club may offer a refund at their discretion.
Full details on this and other Club policies can be found on the Club’s ground regulations displayed within the Club’s Planet Blue Store, Ticket Enquiries Centre and on the official website at www.itfc.co.uk
Full hospitality terms and conditions can be found on the club website, or can be requested by emailing email@example.com.
Concession priced match tickets are available to juniors under the age of 16, to senior citizens aged 60 and above, under 20s and to students in full time education. Season Tickets are also offered at concession prices to under 11s, 16s, 20s, students in full time education and senior citizens over 60. The under 11 categories are only available in the designated Family Areas and the South Stand lower tier. Supporters applying for any concession priced tickets may be asked to provide proof of date of birth or in the case of students, current proof of full time education.
No concession rates are offered on hospitality packages.
Ipswich Town Football Club abides by the Football League’s ticket allocation policy for visiting clubs including the allocation of 10% of available disabled seats to away supporters.
Admission prices for away supporters will be no higher than those charged for matchday tickets for home supporters in comparable areas.
Concession prices for under 16s, under 20s, students in full time education and Senior Citizens are also offered to away supporters.
Away supporters are welcome in hospitality areas. However, as these facilities are situated in home areas of the ground, away supporters are expected to behave in a respectful manner, especially in the event of a goal being scored.
The Club operates a range of Membership schemes
- Platinum membership for adult Season Ticket holders
- Gold Club membership for adult Season Ticket holders
- Silver Club membership for adult non Season Ticket holders
- Cobbold Club membership
- Junior Blues membership for juniors aged 5 to 15.
Adult Club members benefit from ticket priority for home and away matches, and also waivered ticket booking fees for standard home and away league matches purchased via the Club’s online booking service or Club Shop.
Cobbold Club membership is a paid scheme offering with extremely attractive privileges for adult home supporters. Members are invited to attend free events, receive priority booking and discounts on hospitality, advertising and sponsorship at ITFC, plus the opportunity to enjoy a home match with a guest in the ITFC Directors’ Box for a home match. For more information contact the Sales Team on 01473 400594 or email firstname.lastname@example.org.
Junior Bluesis a paid membership scheme aimed at 5 to 15 year old supporters of Ipswich Town Football Club. It is a seasonal product running from August to July. It includes a number of benefits with members being able to book places on exclusive events and excursions that take place throughout the season.
In order to cater for the large age range that the Club are aiming to attract for the 2014/15 season, three new membership options have been created. Bluey’s bunch will cater for those supporters aged from 5-7, Crazee’s Crew is suited to those aged from 8-12, and finally Town Teens, which is a new concept and is being developed for those older children to whom an adult membership is not quite suitable for. All of these memberships offer many benefits including the opportunity to spend time at Portman Road, by way of offering a free family ticket for the member to redeem.
Junior Blues also has its own dedicated websitewww.itfcjuniorblues.co.uk, a Facebook page and a twitter page. These sites are constantly updated with information that is particularly relevant to younger fans and aims to make them particularly aware of forthcoming family events. A further addition to this, is the creation of a microsite which will provide both supporters, and those that are new to the Club with an enhanced amount of information regarding ticket purchase, club facilities and other details which are particularly relevant to first time visitors to Ipswich Town.
Town Toddleris a further membership that introduces the younger supporter (0-4 years) to Ipswich Town. Like Junior Blues, it is a seasonal membership and benefits of joining include a certificate and gifts.
3. Facilities for Disabled Supporters
Portman Road has over 300 spaces for disabled supporters and carers in 9 different positions. Concessions are offered in these areas for disabled supporters in receipt of Disability Living Allowance (DLA) at medium or higher levels or the new PIP’s at enhanced or standard levels.
The majority of our hospitality areas also have disabled access. More information can be obtained on hospitality suitable for disabled supporters by contacting the Sales Team on 01473 400594 email@example.com. Disabled customers utilising hospitality areas would be required to complete and return a Personal Emergency Evacuation Plan (PEEP) form prior to arrival.
There are approximately 50 car parking spaces designated for match day use by disabled supporters in the local authority’s Portman Road public car park and these spaces are sold on the day on a first come, first served basis. In addition, there are a small number of reserved car parking spaces available on a matchday for home and away supporters. These can be booked via the contacts shown below.
There is an active disabled supporter’s club, ITDSA. Full details can be found on the Club’s official website on www.itfc.co.uk.
For more information or to book tickets call Warner Duff, Disability Liaison Officer on 01473 400556 or e-mail firstname.lastname@example.org
4. Inclusion & Anti-Discrimination
Ipswich Town Football Club is committed to confronting and eliminating discrimination whether by reason of gender, age, sexual orientation, race, nationality, ethnic origin, colour, religion or disability.
The Club will not tolerate sexual or racial based harassment or any other discriminatory behaviour, whether physical or verbal, and will work to ensure that such behaviour is met with appropriate disciplinary action in whatever context it occurs.
The Club fully supports the Football League and The Football Association in their commitment to develop a programme of discrimination awareness training to promote the eradication of discrimination.
The Club is an equal opportunities employer. All employees will receive equal treatment regardless of colour, race, nationality or ethnic origin, religion, sex, age, marital status or political views.
The Club has a dedicated text messaging service for supporters to be able to report on any discrimination issue at a match, including during the game. It goes direct to the control room and will ensure that no one reporting inappropriate behaviour need be fearful of recrimination. STAMP IT OUT = 07834 439 429.
5. Staff Conduct
Ipswich Town Football Club expects all members of staff to conduct themselves in accordance with the highest ethical standards and to carry out their duties with integrity and professionalism.
We are committed to briefing staff on key issues so that they have sufficient knowledge to answer the majority of supporters’ queries.
6.Communication - Local Charity & Public Relations
At Ipswich Town Football Club, we understand our responsibilities within the community and appreciate that just like the support from our fans; our support can mean a lot to individual causes, local schools and charitable organisations. Unfortunately, as much as we would like to, due to limited resources and budgets we aren’t in a position to be able to help everyone.We have therefore launched our own community-focused scheme which concentrates on supporting those living in and around Suffolk and our efforts are centred on these projects. This includes working with local schools through a brand new curriculum-relevant Education programme and the launch of our Memories Project, which supports those with dementia.
Whilst we aren’t in a position to help everyone to the extent that they would like, we do endeavour to support non-Club related local charities where we can although we are not able to make any financial donations. We do however offer to donate a prize to assist with fundraising.
For us to be able to consider any charitable support, we require that the fundraiser applies to us in writing giving the date and details of the event. Registered charities need to write to us on headed paper which includes their registered charity number.Those making requests to fundraise on behalf of a charity will need to include a letter from the charitable organisation to confirm that all money raised by the donation of a prize will go directly to the charity.
Request along with the required documents as outlined above need to be sent to:
Ipswich Town Football Club,
Suffolk IP1 2DA
Unfortunately the Club cannot guarantee that we are able to accommodate all requests due to the large volume we receive and are only able to support those registered by the charities commission.
Charity liaison is overseen by the Club’s Public Relations Manager, Jade Cole who can be contacted via email@example.com
The Club’s official website www.itfc.co.uk, twitter page @Official_ITFC and facebook page www.facebook.com/officialitfc are updated daily to ensure all news, information and its position on major policy issues reaches our customers as soon as possible..
In addition,www.numberonevenue.co.ukis a dedicated website for information on hospitality, conferencing and events at ITFC.
On a match day our programme and public address system both inside and outside the stadium gives up to the minute information on ticketing and events.
The press and media are fully briefed on a regular basis by the Club’s Press Office
Full details on ticketing, membership ticket priority, etc is sent to all Season Ticket holders and members prior to the start of the season.
The Club is committed to a policy of continual improvement in the service it offers its customers and actively seeks and encourages feedback to aid this quest through the following:
- Via the feedback feature on the Club’s official website at www.itfc.co.uk
- Regular meetings with the official Supporters Club & Branch Representatives.
- Via feedback with the Disabled Supporters Liaison Officer.
- The Senior Executive Team liaise regularly with Supporter Groups.
- Forums seeking feedback from our customers on specific areas of our operation.
- Supporters’ Forum – a cross section of supporters meet with key members of the Club’s management team on a regular basis to discuss Club issues and policies under the guidance of the SLO
- Football League customer service assessments.
- Match day questionnaires on specific topics
Information on replica strip life span will be displayed in merchandise stores, on swing tickets and via the online shopping service.
Merchandise is available online atwww.itfcdirect.comwith a General Enquiries Service to answer queries from stock availability to order despatch dates status on 01473 400501.
We promise to despatch goods within a maximum of five working days, with the exception of goods currently out of stock and during the busy Christmas period when we promise to despatch within ten working days. N.B. The Club cannot be held responsible for delays incurred through the actions of the postal service or couriers.
We will offer refunds on new, unused merchandise purchased online from our official website if returned within 14 days, or from our Planet Blue stores if returned within 28 days, and accompanied by proof of purchase. Please note videos or DVDs will only be exchanged or refunded if faulty. Sale items must be returned, in original condition within 7 days of purchase. Personalised shirts may only be returned if faulty, unsuitable sizes cannot be refunded.
8. Community Activities
The Club remains totally committed to grass roots football development involving football participation, training and coaching provided by our Advanced Coaching Programme for boys and girls from 6 to 16 years of age.
Our emphasis is on encouraging boys and girls to enjoy themselves and to take part in all football related activities. We ensure that all those who participate in any activity will receive the same high standard of coaching, tuition and professionalism irrespective of age, sex, ethnic background or ability. All of our activities are delivered by experienced FA qualified coaches and all staff working unsupervised with children have completed an enhanced level CRB (Criminal Records Bureau) check.
More details are available from David Llewellyn on 01473 400500.
9. Data Protection
The Club recognises its responsibility with reference to all customer information on our databases. All information is stored confidentially in accordance with the Data Protection Act (1998) and no data is issued or sold without prior consent.
ITFC have introduced a continual assessment programme for stewarding personnel which will be carried out by the Stewards’ Training Officer and Assessors. In the event of developmental needs being identified appropriate training, instruction and/or courses will be undertaken.
11. Complaints Procedure
If any customer has a complaint or query we encourage them to contact the relevant department within the Club, preferably by letter or email. All complaints and responses are logged on the Club’s customer database. Whilst our aim will be to resolve a complaint as soon as possible we do give an assurance that we will respond within a maximum of 7 working days.
Should any customer not receive an answer to a complaint or is not satisfied with the answer given to that complaint then they can take the matter further by contacting the Football League. Contact information for the Football League is:
The Football League Customer Services Department
Edward VII Quay
Telephone: 0844 335 0183
If a customer is still not satisfied that the complaint has been resolved they should contact the Independent Football Ombudsman (IFO). Contact information for the IFO is:
The Independent Football Ombudsman
33 Great George Street
Leeds LS1 3AJ
Telephone: 0800 588 4066
12. Supporter Liaison Officer (SLO)
Following the Culture Media and Sports Select Committee review of Football there is now a requirement for Football League Clubs to appoint a Supporter Liaison Officer, whose role includes the responsibility of the delivery of the Club’s Policy with regard to supporters, acts as a point of contact for fans and liaises with the Club’s Management on pertinent issues. The Club Secretary, Sally Webb, has been appointed to the role. If you wish to contact her please call 01473 400500.
Updated 30th June 2014