12:00 01 July 2013
By Portsmouth FC
This charter is a revised edition for the coming season in relation to the Football Task Force recommendations of 1998. It represents the club policy in regard to the standards the general public can expect when dealing with all aspects and departments of Portsmouth Football Club. It is displayed at prominent areas of the club and also appears on the official club website.
Portsmouth Football Club is the biggest community-owned club in football and as such seeks to give its customers the highest standard of service possible in all areas.
The club will do its utmost to resolve any dissatisfaction through departmental heads or staff addressing any complaint or grievance.
We recognise that all supporters and customers should be respected and treated with courtesy and efficiency by all staff members at Portsmouth Football Club.
If customers do not receive satisfaction over a complaint/query they should ask for contact with the manager of the particular department they are dealing with. All departmental contacts’ names, email addresses and telephone numbers are listed below. There are also other staff that can be contacted.
Mark Catlin is the Chief Executive: firstname.lastname@example.org
Johnny Moore is the Press/Supporters Liaison Officer: email@example.com
Micah Hall is the Engagement Manager: firstname.lastname@example.org
The club aims to respond to customer complaints/suggestions within 14 days of receipt. If a complaint is followed through all the procedures then the club endeavour to resolve it within 30 days.
The procedure of customer care and the standards we attain will be closely monitored throughout the season with the aim of improving in this area for the coming season.
The Football League also has a customer services department and has its own customer charter. http://www.football-league.co.uk/page/CustomerCharterDetail
This sets out the league’s policies. Andrea Brown is the Customer Services Manager at the Football League and is the principal contact for matters relating to customer services. Contact can be made in the following ways:
Telephone: (0844) 335 0183
Fax: 0844 826 5188
Post: Customer Services Department, The Football League Operations Centre, Edward VII Quay, Navigation Way, Preston, PR2 2YF
Office hours: Monday-Friday (9am-5pm)
The Independent Football Ombudsman can be contacted at:
The Independent Football Ombudsman
57 Great George Street
SUPPORTER CONSULTATION AND INFORMATION
The Pompey Supporters’ Trust now has majority share of the football club after successfully completing the ownership of Portsmouth Community Football Club Limited on April 19 2013.
The PST is in the third year of existence after forming when the club was at the height of its financial problems in 2010. It put together its bid for the club with a community share scheme after Pompey were once again placed into administration in February 2012.
The club has 20 recognised official supporter clubs both at home and abroad. The club maintains an excellent relationship with most of these and a Supporters Liaison Officer has been employed at the club for the past 15 years.
Club officials, players and staff attend supporter club meetings as many times as possible. For supporter clubs outside the immediate locality, meetings are set up with club officials at the team hotel when the team has a match in their particular area.
There is also a supporters’ conference that meet regularly. The conference is made up of all the different supporters clubs and message board moderators and has had a real impact in making the supporter groups a more united group. The conference will be three years old in October 2013 and are very much seen as a vital cog in the wheel under community ownership. At the beginning of the 2013/14 season they will work more closely on projects with management at the club involving ticketing, matchday hospitality, matchday experience and other day-to-day issues.
The club also has regular dialogue with our disabled supporters and a disabled fan serves on the supporters’ conference.
Press & Supporters Liaison Officer: Johnny Moore
Phone: (023) 9273 1204
PRESS AND MEDIA
As soon as the club has any information to release this is relayed on the official website and via social media platforms, and subsequently the media are informed.
Press conferences are usually held on a Thursday preceding a weekend game, and on a Monday preceding one played in midweek.
On receipt of accreditation for matches, all accredited press are sent an information sheet containing answers to the most common questions in preparation for their visit to Fratton Park. The club strives to build on the excellent relationship already formed with the local/national press.
Head of Media: Neil Weld
Phone: (023) 9277 8568
TICKETS AND ACCESSIBILITY
Portsmouth Football Club will continue to strive to provide a quality service operation accessible to as many as circumstances allow.
Season Ticket holders are given first priority with regard to purchase of tickets for away league and cup matches. Subject to availability remaining tickets will go on general sale.
The club reserves the right to determine the number of tickets given to one individual, depending on the number available or the attractiveness of the fixture.
Up to date ticket information is published in our matchday programme, on our official web site and through the local media.
Portsmouth Football Club provides an allocated family area in the stadium with discounted prices for children and young people. Adults and seniors sitting in this part of the stadium must be accompanied by a child.
Portsmouth Football Club has in place a policy in respect of abandoned matches. In the event of a match being abandoned once the ground has been opened to the general public, a full or partial refund (depending on how much of the match has been played) will be offered to the customer on presentation of their ticket stub to the box office either in person or by post. If the match is postponed for any reason before the scheduled day then tickets bought in advance may be exchanged for a refund or alternatively will be applicable for any re-arranged date.
Complaints to the ticket office are always dealt with fairly and promptly ensuring the complaint is cleared before the customer leaves the premises. If a complaint is received by telephone it is usual to obtain the client’s number and get back in touch as quickly as possible. We do not leave that call without the person being happy that their complaint has been dealt with satisfactorily.
We provide our disabled supporters with facilities for home matches subject to availability and have a disabled liaison officer working from the ticket office. This is Allison McNeil who can be contacted on numbers below:
The club will make available to visiting supporters up to 2,000 tickets in compliance with the FA rule which states that away teams must be offered 10 per cent ground capacity.
Portsmouth Football Club will charge the same price to visiting supporters as home supporters for comparable areas.
The methods for obtaining tickets are as follows:
Phone: 0844 847 1898
Fax: 023 9273 4129
Post: Ticket Office, Portsmouth FC, Frogmore Road, Fratton Park, Portsmouth, Hampshire, P04 8SX
Ticket Office opening hours:
Saturday (Non-matchdays): Closed
Saturday (Matchdays): Times vary
Ticket Office Manager: Fawaz Almumen
Phone: (023) 9277 8559
Disabled Liaison Officer: Allison McNeil
Phone: (023) 9277 8509
All staff are made fully aware of their responsibilities to uphold the good name of Portsmouth Football Club, both in their general conduct and dealings with the general public. Matchday staff are also fully trained and briefed with their responsibility in providing a safe and pleasant environment when spectators visit the club. Portsmouth Football Club is fully committed to equal opportunities for all individuals regardless of race, colour or creed. We are also committed to our policy of non-discrimination in dealings with all individuals and to uphold their rights. The club has a written Equal Opportunities Policy as outlined below.
Portsmouth FC Equal Opportunities Policy
Portsmouth Football Club are fully committed to equal opportunities for all individuals whatever their race, colour, nationality, ethnic or natural origin, religious beliefs, gender, sexual orientation, marital status, age or disability. The aim and attitude of the club is such that no person, whether they are an employee, job applicant or customer will receive any less favourable treatment whichever category of the above they come into.
The football club strives to recognise all people as one and to further instil these values in all who are employed here. We view the bringing together of an optimum of multi faceted individuals as the key to bringing out the maximum ability in all to the benefit of Portsmouth Football Club. This ensures absence of any discrimination in our employment recruitment and promotional practices.
Everybody employed at Portsmouth Football Club has a personal responsibility to uphold this and the club’s Equal Opportunity Policy in the way they treat colleagues, prospective colleagues, job applicants and customers. This responsibility involves fairness and impartiality to all with regards to treatment and attitudes in a working environment that is devoid of personal vendetta, harassment, or bullying on the basis of race, colour nationality, ethnic or national origin, religious beliefs, gender, sexual orientation, marital status, age or disability.
A failure to uphold our Equal Opportunities Policy or an allegation to this effect will be vigorously investigated where necessary and may lead to summery dismissal. Similarly any allegation of bullying or harassment to any individual colleague whatever their race, colour, nationality, ethnic or national origin, religious beliefs, gender, sexual orientation, marital status, age or disability will also result in an investigation. Under the Criminal and Public Order Act of 1994 this could constitute a criminal offence punishable by imprisonment or a fine.
Human Resources Officer: Clair Payne
Phone: (023) 9277 8510
POMPEY IN THE COMMUNITY
Pompey in the Community (PitC) is the charitable arm of Portsmouth Football Club. Last season, across Portsmouth and the surrounding area, more than 32,000 people directly benefited from our programmes.
The club is the heartbeat of the city so PitC’s work is vital. Many clubs talk of being ‘community clubs’ but this is truly the case with Pompey, who offer an innovative range of coaching, inclusion, health and disability programmes.
It’s testimony to the dedication of our committed staff that despite the challenges that administration and several changes in ownership have presented, Portsmouth Football Club, through its community programme, has continued to thrive and grow.
We recognise that through the power of football, and more specifically Pompey, we can really impact the lives of local people. Our ethos is to use the motivational power of Pompey to promote education, healthy living and sporting participation and achievement among people of all ages.
Pompey’s inclusion projects are delivered through our Respect Programme which enables, promotes and encourages the social, emotional and physical development of children and young people primarily aged 8-19.
The provision of opportunities, combined with a comprehensive programme of support, promotes young people’s positive contribution to the local community. The programme has achieved wide recognition and this year alone has been short listed for the Positive Futures Contribution to Community Safety National Award 2012 and the National Outstanding Kickz Delivery Award 2012. The programme has also been awarded Positive Futures Outstanding National Project Award 2012 and achieved Artsmark Gold Award from the Arts Council in May 2012.
Pompey is widely recognised as having innovative and imaginative programmes that make a real impact and over the coming years we plan many more initiatives to work with our community in new and exciting ways.
We deliver a wide range of sports-related projects and educational programmes throughout Portsmouth, Gosport and Fareham, Leigh Park and Havant, West Sussex, Petersfield and Liphook and the Isle of Wight; meeting and exceeding the standards usually expected of a professional football club.
During this season we will be working with partner organisations to design and deliver projects that offer opportunities for all, targeting those who feel alienated from main stream provision by ensuring we develop accessible and affordable projects, while ensuring every opportunity is open to all regardless of background.
Pompey in the Community deal with all charity donation requests that come into the club. Every request dealt with receives a reply. Priority to the numerous requests the club receives is given to locally based charities that in turn benefit the community.
Director of Community Projects: Clare Martin
Phone: (023) 9277 6822
CONFERENCE & BANQUETING
We have a dedicated team in the C&B department who deal with all banqueting, corporate and hospitality for match and non-matchday operations. Our on-site caterers provide the highest quality of service at competitive prices throughout the stadium at all times, be it for matchday or non-matchday. The club regularly monitors feedback from the stadium kiosks as well as corporate and hospitality events and functions that are held throughout the year and look at ways to improve the service and packages that are on offer at Fratton Park.
Conference & Banqueting Manager: Steve Jones
Phone: (023) 9277 8558
STADIUM AND MATCHDAY
Portsmouth Football Club is fully committed to the welfare and safety of spectators attending Fratton Park on matchdays. We strive to make visits to Fratton Park a pleasurable experience for all concerned. All stewards are briefed prior to every game to be vigilant for any anti-social behaviour occurring. We also adhere strictly to the policy of kicking racism out of football. Stewards are instructed to deal with any offence that disrupts the enjoyment of others or contravenes stadium regulations which are displayed in vantage points around the stadium and outlined below. Derek Stone, the Head of Operations, is in charge of overall stadium operations.
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 Premier League and The Football League in respect of the relevant competition. The Ground Regulations incorporate the Club's Customer Charter. Entry to the Ground shall constitute acceptance of the Ground Regulations.
"Ground" means this football stadium and all locations owned, occupied or utilised by the Club.
"Club" means this football club.
"Match" means any association football match taking place at the Ground.
"Material" means any audio, visual or audio-visual material or any information or data.
“Football Authorities” means The Football League, Football Association, the Football Association of Wales, FIFA, UEFA and any other relevant governing body of association football
1. Notwithstanding possession of any ticket the Club, any police officer or authorised steward may refuse entry to (or eject from) the Ground any person:
1.1. that fails (or in the Club's reasonable opinion is likely to fail) to comply with these Ground Regulations or any reasonable instruction issued by a police officer or authorised steward; and/or
1.2. whose presence within the Ground is, or could (in the Club's reasonable opinion), constitute a source of danger, nuisance or annoyance to any other person.
2. On no account will admission be granted to a person who is the subject of a current Banning Order under the Football Spectators Act 1989 (as amended) or has been convicted of ticket touting offences under the Criminal Justice and Public Order 1994 (as amended).
3. 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.
4. 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.
5. 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.
6. 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.
7. 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.
8. Further, you may not bring into the Ground any sponsorship, promotional or marketing materials save in respect of official club merchandise and/or other football related clothing worn in good faith nor may you offer (either free or for sale by any person) any goods (including literature) of any nature without the express written approval of the Management.
9. 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.
10. Racial, homophobic or discriminatory 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.
11. The following acts are offences under the Football (Offences) Act 1991 (as amended):
11.1. The throwing of any object within the Ground without lawful authority or excuse.
11.2. The chanting of anything of an indecent or racialist nature.
11.3. The entry onto the playing area or any adjacent area to which spectators are not generally admitted without lawful authority or excuse.
11.4. Conviction may result in a Banning Order being made.
12. 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.
13. 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.
14. 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.
15. Football League stadia are smoke-free and smoking is not permitted inside the Ground.
16. Mobile telephones and other mobile devices are permitted within the Ground PROVIDED THAT (i) they are used for personal and private use only (which, for the avoidance of doubt and by way of example only, shall not include the capturing, logging, recording, transmitting, playing, issuing, showing, or any other communication of any Material for any commercial purposes); and (2) no Material that is captured by a mobile telephone or other mobile device may be published or otherwise made available to any third parties including, without limitation, via social networking sites.
17. Under the Sporting Events (Control of Alcohol etc) Act 1985 (as amended), 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:
17.1. Attempting to enter the Ground or being inside the Ground whilst drunk;
17.2. 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.
18. 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.
19. Save as set out in paragraph 16 above, no person (other than a person who holds an appropriate licence) may capture, log, record, transmit, play, issue, show or otherwise communicate (by digital or other means) any Material in relation to the Match, any players or other persons present in the Ground and/or the Ground, nor may they bring into the Ground or use within the Ground (or provide to, facilitate or otherwise assist another person to use within the Ground) any equipment or technology which is capable of capturing, logging, recording, transmitting, playing, issuing, showing or otherwise communicating (by digital or other means) any such Material. Copyright, database rights and any other intellectual property rights in any unauthorised recording or transmission is assigned (by way of present assignment of future rights) to the Club and The Football League. You further agree (if and whenever required to do so by the Club and/or The Football League) to promptly execute all instruments and do all things necessary to vest the right, title and interest in such rights to the Club and The Football League absolutely and with full title guarantee.
20. 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.
21. Tickets are not transferable and may not be offered for sale without the prior written permission of the Club. Any tickets that are transferred are transferred subject to these Ground Regulations. Any tickets offered for sale may be confiscated by any steward, officer of the Club or any police officer. The Club reserves the right to refuse admission to or eject from the Ground, any person who has transferred his/her ticket in contravention of the relevant ticket terms and conditions (and/or the holder of any ticket that has been transferred in contravention of the relevant ticket terms and conditions.) Tickets remain the property of the Club at all times.
22. 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 or other clubs, any recordings for use in any proceedings.
23. 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.
24. By entering the Ground, all persons are acknowledging that photographic images and/or video recordings (and/or stills taken from video recordings) may be taken of them and may also be used, by way of example and without limitation, in televised coverage of the game or by or on behalf of the Club or any Football Authority (or their commercial partners) for marketing, training or promotional purposes. Entry into the Ground is confirmation that all persons have consented to such use of their image. If these images should feature an individual prominently the Club will make reasonable efforts to gain the consent of that person before publishing such images, however, if this is not possible, then entry into the Ground shall be deemed consent unless the Club is notified in writing to the contrary.
25. Further to paragraph 24, if such person is under 18 years of age, the parent, guardian, or responsible adult who is accompanying them into the Ground shall be deemed to have provided consent on their behalf.
26. Refused entry to (or ejection from) the Ground may lead to further action by the Club including, but not limited to, the withdrawal of any season ticket (without reimbursement), Club Membership and other benefits.
The Club reserves absolutely the right to refuse entry to the Ground or eject from the Ground any person that fails (or in the Club’s reasonable opinion is likely to fail) to comply with any of the Ground Regulations or whose presence within the Ground is, or could (in the Club’s reasonable opinion) constitute 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.
STEWARDING & FIRST AID
First Aid cover is to the ration of 1 per 1,000 spectators to a maximum of 20,000 spectators and then 1 per 2,000 to the maximum ground capacity.
Paramedic Cover: Events with between 5,000 and 20,000 spectators in attendance
1 x Accident + Emergency Ambulance
2 x Ambulance Crew Members
1 x Paramedic 1 x Technician 2 x Command Officer
In the event of the crowd attendance potentially reaching capacity levels, these numbers may be reviewed and increased according with the Green Guide. A skeleton First Aid service will be in attendance when the gates are opened for admission of the public, prior to the fixture.
Head of Operations: Derek Stone
Phone: (023) 9277 8538
Sondico Professional, on behalf of the club, endeavour to provide quality football merchandise made to the highest possible standard and serve our customers with pride ensuring they are satisfied with both their purchases and the service they receive. The club believes that within the deal they offer some of the cheapest shirts in English football. The merchandise is also ethically produced to the highest standard. The company also aim to work with local suppliers wherever possible to ensure their merchandise has a local flavour to it as opposed to being generic. The club’s commitment to the community ethos goes hand in hand with Sondico Professional’s company ethos.
Engagement Manager: Micah Hall
Phone (023) 9273 1204