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 five 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. Torquay United 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.
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 ideas.
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 Kerry Haggan 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. If the second half of the match has commenced at the time of abandonment then no refund or credit will be given.
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.
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
DISABILITY INFORMATION
IN order to comply with the Disability Discrimination Act, the final stage of which became law in 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.
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.
