Charter

At Charlton Athletic Football Company Limited we are committed to protecting your privacy. We use the information we collect about you to process orders and to provide a more personalised experience.

Any personal information provided or to be gathered by Charlton Athletic Football Company Limited is controlled primarily by Charlton Athletic Football Company Limited of The Valley, Floyd Road, Charlton SE7 8BL.

1 Accessibility

1.1 The club continues to strive for wider access to matches by offering:

1.1.1 a pricing strategy which meets the needs of all individuals, including those purchasing hospitality packages.

1.1.2 a minimum of five per cent of tickets to each game to non season-ticket holders.

1.1.3 concessions for junior supporters, full-time students, supporters over 60 years of age and disabled supporters.

1.1.4 an area of the ground for the exclusive use of family groups and junior supporters.

1.1.5 support for disabled supporters and their carers. Our ticket office can be contacted at The Valley for details of our disabled facilities and ticket allocation.

1.1.6 free or reduced admission to replays of abandoned games. 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.

1.1.7 season tickets payable by instalments through an external credit agency.

1.1.8 a programme of ground improvement through stand development which has increased the seated capacity from 8,337 in 1992 to 27, 111 in 2004, with permission now being sought to further extend the capacity to over 31,000

1.2 Tickets for domestic cup competitions are announced to supporters following discussions between the clubs. Away clubs will receive a maximum of 15 per cent of stadium capacity in accordance with competition rules, subject to any safety and segregation issues. Season-ticket holders have their seat reserved for them for a certain period of time prior to them being released for sale to anyone meeting the appropriate sales criteria. If their seat becomes unavailable for any reason, they will be offered alternative comparable accomodation.

1.3 Refunds for tickets are obtainable up to 24 hours prior to kick-off.

2 Away Support

2.1 The club's supporters are allocated tickets for away league matches in the following order of priority:-

• Away season-ticket holders
• Five-year season-ticket holders, season-ticket holders in Valley Gold and season-ticket holders able to produce ticket stubs for previous away games where appropriate
• Remaining season-ticket holders
• Members of the Charlton Athletic Membership Scheme (CAMS), Valley Gold members
• General sale, if deemed appropriate

This order of priority also applies to away cup fixtures or those staged at neutral venues, but this is subject to variation dependent upon the allocation of tickets received.

2.2 The club does not charge admission prices to supporters of a visiting club which are higher than those charged to our own supporters for comparable accommodation. In particular, our concessionary rates offered to senior citizens and junior supporters apply to supporters of a visiting club.

2.3 The club abides by the FA Premier League rules governing the allocation of tickets to visiting clubs. These state that unless otherwise agreed by the board or between the clubs, each home club shall make available to its visiting club:

2.3.1 3,000 tickets (or, if the capacity of the home club's ground is less than 30,000, such number of tickets as is equal to 10 per cent of its ground capacity) and, whether or not that allocation is taken up,

2.3.2 Tickets for a minimum of 10 per cent of the home club's disabled spectator accommodation.

2.4 At least half of the tickets referred to in 2.3.1 must be made available on a sale or return basis and the balance must be ordered by the visiting club at least four weeks before the league match to which they relate.

3 Loyalty and membership

3.1 The club runs and manages membership schemes, or acknowledges schemes run on an independent basis. The benefits are:-

Charlton Athletic Membership Scheme (CAMS) - costs £20 per season for adults, £5 for senior citizens, under 18s, under 16s and disabled fans. This entitles members to priority on tickets for home and away fixtures immediately after season ticket holders and prior to tickets going on general sale where appropriate. Each adult member receives a £1 discount on each match ticket they purchase against their membership number.

Valley Gold - opportunity to win weekly and annual cash prizes; priority for away ticket allocation; discounts on club merchandise; discounts on selected products and services from Valley Gold associated companies. This scheme is operated independently on a day to day basis.

Junior Reds - opportunity to be a matchday mascot at Charlton home games, opportunity to be a ball boy/girl at Charlton home games; a membership pack; newsletter; certificate of membership; free football coaching and swimming at local leisure centre; exclusive lounge for Junior Reds and families.

Charlton Athletic International Supporters Club - costs £25 to join as a one off payment and open exclusively to non UK residents, members receive an introductory pack, regular updates from the club and the chance to purchase 2 tickets for any Charlton Athletic domestic League fixture subject to notice and availability.

4 Consultation and information

4.1 The club consults supporters on a regular basis through supporters' club meetings, questionnaires, the FA Premier League annual fan survey and forum, and focus groups.

4.2 The club publicises its position on major policy issues in an easily digested format in the club match magazine, via the official Internet site, through press releases and its daily e-mail bulletin.

4.3 The club has and continues to develop ways to consult with shareholders, sponsors, the local authority, residents' groups, ethnic minority groups, disabled organisations and other connected groups.

4.4 The club gives early notice of any changes to its ticketing policy and the reasons for the changes.

4.5 The club undertakes research on the design and number of new first-team strips.

5 Community Activity

5.1 Key objectives in this area include:-

To encourage the involvement of ethnic minority groups;

To provide football coaching for disabled people through the Ability Counts programme;

To manage the development of the Junior Reds organisation;

To organise and participate in community events;

To instigate and operate in a partnership with the local authority, a Study Support Centre, which is part of the national scheme "Playing for Success";

To operate a girls'/women's Centre of Excellence;

To develop and implement an anti-racist strategy in conjunction with Greenwich Council;

To support local charities and worthy causes;

To regularly liaise and meet with local residents.

5.2 Key activities in this area include:-

To implement a programme of school and community visits by players;

Conducting special promotions with schools, community groups and associations;

Overseeing the development of Football in the Community schemes through schools, junior clubs, after school clubs, school day coaching, school visits, holiday courses, match day coaching, weekend community coaching, specialist schemes and Learning through Football schemes;

Participating in a series of summer events within the local community.

6 Merchandise

6.1 Home replica strip designs normally have a life span of two seasons, unless changes are enforced due to contractual obligations. Subject to such obligations, the club will also introduce an alternate replica kit with a life span of usually one, but no more than two seasons at the start of each season.

6.2 The club communicates with its supporters regarding new replica strip designs and prospective launch dates when it is practical to do so.

6.3 Details of the next intended change of replica strips are available from the club.

6.4 The club carries out its obligations, under the FA Premier League rulebook, to prevent price fixing in relation to the sale of replica strips.

6.5 The club offers refunds on merchandise in accordance with its stated policy and legal obligations. This can be found in the "conditions of sale" section of our official merchandise catalogue. A copy of our conditions of sale is also available in the Superstore.

6.6 The club is happy to print a name and number on the reverse of replica kit, provided that it is not of an obscene or racist nature. However, whilst the club will print the name and squad number of any current member of the playing squad, no refund can be provided or alteration to the kit made should the player in question cease to be a member of the playing staff through a transfer or otherwise.

7 Staff conduct

7.1 The club operates an equal opportunities policy, copies of which have been issued to all staff and a copy is also issued to new members of staff on their appointment. A club copy can be obtained via the office of our Personnel Officer.

8 Customer service

8.1 Where required, the club will acknowledge receipt of any contact from a customer within 48 hours and a full written response, if deemed necessary, will be exercised within 14 days.

8.2 The club responds by telephone, e-mail, fax or letter. If a customer requests a response in writing they receive such a reply.

8.3 The club encourages customers to contact the department relevant to their query and, in addition, Ian Cartwright, the Club Development Manager, has overall responsibility for customer service. When a customer feels that they have not been satisfied by the relevant department, they are encouraged to write directly to him.

8.4 The club endeavours to ensure that every telephone call is answered within four rings.

8.5 The club guarantees that all messages on its automatic telephoning answering service will be current.

Any expression of dissatisfaction, whether justified or otherwise, will be deemed as a complaint and is therefore subject to the club's complaint handling policy. The complaint will, in the first instance, acknowledge receipt within 48 hours. A response will then be provided within 14 days. If the complaint cannot be satisfactorily resolved within this period, it will be escalated via the office of the Chief Executive and may ultimately be subject to the FA Premier League's escalation policy.

Signed Peter Varney (chief executive)

Date: Wednesday, February 16th 2005

For and on behalf of Charlton Athletic Football Company Limited