HUDDERSFIELD TOWN

CUSTOMER CHARTER

Customer Charter 2008/09

Huddersfield Town AFC is committed to providing excellent service. This charter details the Club's policies.

Mission Statement

The Club's objectives are:

1.Improve the matchday experience

2.Maintain high level of commitment to families and Fans of the Future

3.Increase communication with supporters groups

Customer service

The Club's customer service contacts are Alisdair Straughan, Media Manager and Ann Hough, Club Secretary.

They are based at the Galpharm Stadium, Huddersfield, HD1 6PX. Monday to Friday between the hours of 9:00am and 5:00pm and on matchdays from from 9:00am until kick off.

Contact numbers:

Alisdair Straughan: 01484 484173 media@htafc.com

Ann Hough: 01484 484105 ann.hough@htafc.com

Fax: 01484 484101

Website: www.htafc.com

Department heads

Commercial - Tracy Nelson - sales@htafc.com

Ticket - Sue Beaumont - tickets@htafc.com

Media - Alisdair Straughan - media@htafc.com

Retail - Michele Adamson - retail@htafc.com

Lottery - Karen Haigh - lotteries@htafc.com

Football In The Community - community@htafc.com

It is the Club's policy to respond to customers within a maximum of seven working days and this will be done either by telephone, email or letter. If it is not possible to provide a full response at that time, an acknowledgement will be sent and a detailed reply will follow within twenty-one working days of receipt of the original communication.

Staff Conduct

Huddersfield Town staff will conduct themselves in a courteous manner at all times when dealing with customers and will strictly adhere to The Football League's anti-discrimination policy.

Anti Discrimination Policy

The Club seeks to ensure that the talents of all employees are used to the full and that opportunities afforded to employees and prospective employees will be solely on the grounds of capability. In order that this may be achieved, no employee or job applicant will receive less favourable treatment by the Club on any of the following grounds: gender, marital status, race or ethnic origin, religious belief, age, sexual orientation, disability or any other unjustifiable reason. This policy applies to all current and prospective employees.

Consultation and Information

Input from groups - Club officials meet regularly with supporter groups in a variety of forums. The Club engages in a two-way relationship with customer in anything from ad-hoc meetings at the Galpharm involving one supporter group member, to organised Development Association meetings which involve Club department heads and a representative from each supporter group.

The Club continues to develop ways in which to consult customers and supporter groups. The Club holds corporate events throughout the season where directors, management and playing staff are accessible to our sponsors in an informal atmosphere. The Club also organises variations on the 'open-day' theme, when fans can meet the players and management.

The Stadium has won praise and awards for its design in relation to disabled facilities and regular consultation with the disability bodies within the district has helped us achieve this.

Details of any changes to the ticketing policy at the Stadium are publicised through the Club's official website, matchday programme and advertisements placed in the local paper.

All major news and announcements are publicised through the official website and through the local media. Information is also being passed on through frequent supporters' meetings attended by Club officials.

Ticketing

Pricing

The ticket prices offered are competitive and fair giving a range for the quality of seating provided

During our centenary season adult Season tickets were offered for a period at £100offering massive discounts on matchday ticket prices, taking into account the fact that special offer schemes may be offered for certain fixtures during the season.

Allocation

Of the 24,500 capacity we have approximately16,200 season ticket holders.A maximum of4052 tickets are available to the visiting club and the balance is available to non-season ticket holders.

WANT TO BRING A FRIEND BUT NO SEATS NEARBY?

Season ticket holders who wish to bring a friend or relative to a gamewill be able to transfer into the Direct Golf Stand Uppertier free of charge with their friend paying matchday price.Where possible exchanges should be carried out prior to matchday

Concessions

We offerconcessionary rates on match tickets for under 16's, over 60's and full time students (on production valid ID).

Juniors registered on our Fans of the Future Scheme can pre-purchase junior tickets for £5 per game.Pre-purchase family tickets (2 adults 2 juniors) are available Fantastic Media Lower Tier for £25-00.

Disabled tickets are available with free access for the PA or carer (this applies to both match tickets and season tickets)

Free season tickets are offered to accompanied under 8's and season ticket concessions are available tounder 13s (accompanied), under 18's, full time students and over 60's.

Huddersfield Town is committed to working with young people in the area and we adopt a policy of encouraging family groups in all areas of the ground.

The Club provides support for disabled spectators and their carers and was commended in a NADS (National Association for Disabled Supporters) audit report for its overall facilities and helpful staff.Ticket office manager Sue Beaumont can be contacted for details of ourdisabled facilities and ticket allocation.

Loyalty and Membership Schemes

The Club runs the following loyalty and membership schemes:

Season ticket holders

Blue & White Foundation Members

Patrons

Young Terriers

Travel Club

Away Matches

Suggested ticket priority for away matches:

Category 1 covers supporters in the following groups:

Season Ticket Holder & Blue & White Foundation Member who also has a specified number of away ticket stubs

Season Ticket Holder & Patron who also has a specified number of away ticket stubs

Category 2 covers supporters in the following groups:

Season Ticket Holder & Blue & White Foundation Member

Season Ticket Holder & Patron

Season Ticket Holder with a specified number of away ticket stubs

Category 3 covers

Season Ticket Holders

Category 4

General Sale

The number of away stubs required will be determined depending when the fixture falls.

Please note that further discussions are currently taking place regarding the above priority following feedback from supporters -the above policy is currently being reviewed and any changes will be reported before the start of the 2008/09 season.

Cup Competitions

Tickets for Cup competitions are priced as home League games or dependent on the stage of the competition and agreement of the opposition may be reduced.

Returns/Refunds

Tickets

Every effort is made to facilitate the return and redistribution of unwanted tickets.Following the introduction of legislation to combat ticket touts (section 166 of the Criminal Justice and Public Order Act 1994): any member of the public would be committing an offence if they should offer for sale any ticket that they have purchased.

Unwanted tickets should be returned to the Club before the date of the fixture where, providing the ticket holder has a genuine reason for returning the ticket(s) a full refund will be given.

If any fixture should be postponed before kick off, ticket holders will be entitled toadmission to the re-arranged match.If the match should be abandoned after kick off, ticket holders will be entitled to half price admission to the re-arranged game.Should the match be abandoned after the second half has kicked off, then no refund will be given.

Accommodating Away Supporters

The Club abides by the Football League's regulations governing the allocation of tickets to away supporters.

The Club does not change admission prices to supporters of a visiting club which are higher than those charged to our own supporters for comparable seating.In particular any concessionary rates offered to senior citizens and junior supporters will apply to supporters of a visiting club.

Retail

Time limit for returned goods is 28 days after date of purchase .

All goods must be returned in an unworn/unused condition with original packaging. (Goods will be examined and a form will be completed).

Proof of purchase is required for cash refunds, otherwise credit note/voucher or replacement goods will be offered.

Refunds will be returned according to original payment method.

If no receipt and the price has been subsequently reduced, then only the sale price is given as credit note/voucher or replacement goods.

Any goods found to be faulty may be given a cash refund. They must be accompanied by proof of purchase on return.

We are unable to exchange or refund a custom printed shirt or accept responsibility if a player leaves the club or changes his squad number.

We promise that to our knowledge our products are:

• Of satisfactory quality and safe to use.
• Fit for the purpose for which they are sold.
• As described. (Packaging and signage)

Retail Kit Cycle

Home Shirts have a lifespan of 1 season. Away shirts will be introduced every season and used the following campaign as a third kit shirt. Training kits are changed annually. N.B. The kit cycle is dependent on kit and main sponsors.

Whenever possible, the Club will consult fans and ask them to vote for their favourite kit design. This will be done through the Club's official website and media partners.

Community Activities

Huddersfield Town FC will continue to support the development of community based projects.

The Club's highly successful Football in the Community programme continues to grow and provides many different activities for the community that include a schools programme, birthday treats and holiday soccer schools which are open to boys and girls of all abilities. It now operates from The Zone, a standalone indoor facility near the stadium.

The scheme seeks to actively encourage more people, especially children, to play and watch football and also educate them in issues including teamwork, racial discrimination, fair play and also how to lead a healthy lifestyle. The scheme also assists within the community by way of providing help and transport for old age pensioners to Day Centres etc and the disabled.

Study Support Programme

Huddersfield Town Study Support Centre stared operating in April 1999 and now operates from the Zone. The initiative called 'Playing For Success' is a partnership between the Dept For Education and Skills, Huddersfield Town Football Club and Kirklees Metropolitan Council. It is aimed at children aged between 10 and 14 who have been identified by their school as those who may benefit from intensive work in numeracy and literacy through IT.

The Club actively hosts and supports the centre by providing football related rewards and access to players as incentives for children.

The centre also works with local community groups and provides sessions for children on Friday evenings in term time over a period of ten weeks and during the school term.

HuddersfieldTown were the first Club in the Country to open a Study Support Centre Satellite in the local community. It predominantly, but not exclusively, helps children from ethnic backgrounds to learn through sport. The satellite was opened in Thornton Lodge a predominantly ethnic area of Huddersfield which has strong links with local community leaders.