Torquay United AFC plc

CUSTOMER CHARTER

CUSTOMER SERVICE

Customers may contact the Chairman Simon Baker on the Club number. The Chairman is usually available during office hours 9am-4.30pm.

He can also be contacted by email on reception@torquayunited.com or by writing directly to the Club.

Phone calls, if not answered immediately, will normally be responded to within 24 hours. Letters will normally be answered within 5 days and emails, if warranting a reply, within 24 hours.

STAFF CONDUCT

Our staff members from the Directors to the part-time staff are here only to serve your needs. Football exists only for its supporters and we at Torquay United are aware of their importance. Staff members are expected to treat customers with civility and due respect at all times and, when a customer is on our premises, the staff undertake to ensure that the visit is enjoyable and safe. TUFC support and endorse the aims and requirements of the law in respect of racism and all forms of abuse.

CONSULTATION AND INFORMATION

The Club takes note of supporters concerns whether expressed in letters or phone calls or via the Club website, which is at - www.torquayunited.com

Major policy issues are publicised in the Club programme and on the website.

The Club gives the earliest possible notice of any alterations to ticket prices or policy together with reasons for any change.

The Club invites submissions from supporters with regard to new strips.

TICKETING

The Club continues in its low admission price policy and offers concessionary prices to Senior Citizens (over 65 years), to Under 16's and to full-time students.

The Family Stand is primarily for family groups and we provide facilities for wheelchair users and their helpers.

For blind supporters there is a match commentary system.

For details of these services please contact Ann Sandford on 01803 328666.

If a match is abandoned before kick-off those who have paid to enter the ground will be given a full refund. If the match is abandoned after kick-off then those who have paid to enter will be given a 50% credit for the rearranged fixture.

Prices will remain as normal except for cup matches or high risk matches where additional security is required. Ample notice will be given for these matches.

AWAY SUPPORTERS

The Club will charge any away supporter exactly the same entrance fee as for home supporters for similar accommodation.

All concessions given to home supporters are available to away supporters.

MERCHANDISE

The Club has a policy of replacing its strip every two years thus the home kit will be renewed in year one followed by the change kit in year two.

COMMUNITY ACTIVITIES

The Club supports the Football in the Community Programme.

ABANDONED MATCHES

CONTACTS

Torquay United AFC plc, Plainmoor, Torquay, TQ1 3PS

Telephone: 01803 328666 or Fax: 01803 323976

Reception e-mail: reception@torquayunited.com

Commercial e-mail: commercial@torquayunited.com

 Official Website: www.torquayunited.com

Website e-mail: webmaster@torquayunited.com

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DISABILITY INFORMATION

In order to comply with the Disability Discrimination Act, the final stage of which became law on 1st October 2004 and in the interests of equality, we have decided to make the following changes to our policy concerning Concessionary Admission.

All supporters will now pay full price regardless of their disability but where a carer is needed to accompany the person there will be no charge for that carer. The carer is required to sit close to the disabled person and to attend to their needs.

Disabled persons who need a carer are required to furnish proof of their level of disability and those who attend Plainmoor regularly will be advised to apply for a free pass to dispense with the need to produce such proof each time they attend.
Registered blind persons fall into this category and must also pay full price.
Occasional supporters, such as away fans, should carry proof of their disability level. Acceptable proof will be documents referring to any benefit payment they receive or a doctor's note or certificate, together with proof of identity.

More information on disabled facilities at Plainmoor can be found on the ticket page of this site.

We apologise for the formality of this notice and assure you that it our intention to do our best to ensure that your visit to Plainmoor is as comfortable as is reasonably possible. If you require any assistance during your time with us then please contact the nearest steward who will attend to the matter.

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FA GROUND REGULATIONS

Notice: Entry to the Ground is expressly subject to acceptance by the visitor of these Ground Regulations and the rules and regulations of FIFA, UEFA, The Football Association, The F.A. Premier League and The Football League in respect of the relevant competition. The Ground Regulations incorporate the Club's Customer Charter (if any). Entry to the Ground shall constitute acceptance of the Ground Regulations.

"Ground" means Plainmoor and all locations owned, occupied or utilised by the Club.

"Club" means Torquay United AFC.

"Match" means any association football match taking place at the Ground.

1. Permission to enter or to remain within the Ground (notwithstanding possession of any tickets) is at the absolute discretion of the Club, any police officer or authorised steward. On no account will admission be granted to a person who is the subject of a current Banning Order.
2. The Club excludes to the maximum extent permitted by law any liability for loss, injury or damage to persons/property in or around the Ground.
3. No guarantees can be given by the Club that a Match will take place at a particular time or on a particular date and the Club reserves the right to reschedule the Match without notice and without any liability whatsoever.
4. In the event of the postponement or abandonment of the Match, refunds (if any) will be made in accordance with the Club's Customer Charter. The Club will have no further liability whatsoever, including (but not limited to) any indirect or consequential loss or damage, such as (but not limited to) loss of enjoyment or travel costs.
5. All persons seeking entrance to the Ground acknowledge the Club's right to search any person entering the Ground and to refuse entry to or eject from the Ground any person refusing to submit to such a search.
6. The following articles must not be brought within the Ground - knives, fireworks, smoke canisters, air-horns, flares, weapons, dangerous or hazardous items, laser devices, bottles, glass vessels, cans, poles and any article that might be used as a weapon and/or compromise public safety. Any person in possession of such items will be refused entry to the Ground
7. The use of threatening behaviour, foul or abusive language is strictly forbidden and will result in arrest and/or ejection from the Ground. The club may impose a ban for one or more Matches.
7.1 Racial abuse, chanting or harassment is strictly forbidden and will result in arrest and/or ejection from the Ground. The Club may impose a ban for one or more Matches.
7.2 The following acts are arrestable offences under the Football (Offences) Act 1991, as amended:
7.2.1 The throwing of any object within the Ground without lawful authority or excuse.
7.2.2 The chanting of anything of an indecent or racialist nature.
7.2.3 The entry onto the playing area or any adjacent area to which spectators are not generally admitted without lawful authority or excuse.
Conviction may result in a Banning Order being made.
8. All persons entering the Ground may only occupy the seat allocated to them by their ticket and must not move from any one part of the Ground to another without the express permission or instruction of any steward, officer of the Club and/or any police officer.
9. Nobody may stand in any seating area whilst play is in progress. Persistent standing in seated areas whilst play is in progress is strictly forbidden and may result in ejection from the Ground.
10. The obstruction of gangways, access ways, exits and entrances, stairways and like places is strictly forbidden. Nobody entering the Ground shall be permitted to climb any structures within the Ground.
10.1 Smoking in No-Smoking areas is strictly forbidden.
11. Mobile telephones are permitted within the Ground, provided that they are used for personal and private use only.
12. Under the Sporting Events (Control of Alcohol etc) Act 1985, the following are offences for which a person can be arrested by a police officer and conviction could result in a Banning Order being made:
12.1 Attempting to enter the Ground or being inside the Ground whilst drunk;
12.2 Being in possession of any intoxicating liquor, or bottle, can or other portable container and which could cause damage or personal injury, when entering the Ground or in a public area of the Ground from which the event can be directly viewed.
13. Any individual who has entered any part of the Ground designated for the use of any group of supporters to which he does not belong may be ejected from the Ground either for the purposes of his own safety or for any other reason.
14. No person (other than a person who holds an appropriate licence) may bring into or use within the Ground any equipment, which is capable of recording or transmitting (by digital or other means) any audio, visual or audio-visual material or any information or data in relation to the Match or the Ground. Copyright in any unauthorised recoding or transmission is assigned (by way of present assignment of future copyright pursuant to section 91 of the Copyright, Designs and Patents Act 1988) to the Club.
15. No goods (including literature) of any nature may be offered either free or for sale by any person within the Ground without the express written permission of the Club.
15.1 Tickets are not transferable and may not be offered for sale without the prior written permission of the Club. Any tickets offered for sale may be confiscated by any steward, officer of the Club or a police officer.
16. CCTV cameras are in use around and in the Ground and the Club may itself use or pass to the police or any Football Authority, any recordings for use in any proceedings.
17. At all times whilst present in the Ground, persons must comply with any and all instructions of any steward or officer of the Club and/or any police officer. Failure to comply with any instruction may lead to immediate ejection from the Ground.
18. The club reserves absolutely the right to eject from the Ground any person failing to comply with any of the Ground Regulations or whose presence within the Ground is, or could, reasonably be construed as constituting a source of danger, nuisance or annoyance to any other person. This could lead to further action by the Club including, but not limited to, the withdrawal of any season ticket (without reimbursement) and other benefits.
18.1 Entry to the Ground shall constitute acceptance of the Ground Regulations.

Published by the Football League Limited and the FA Premier League, August 2001