Club Charter

MACCLESFIELD TOWN FOOTBALL CLUB

CUSTOMER CHARTER

CUSTOMER SERVICE

 The Customer Services Contact is the Commercial Manager who is available between the hours of 9.30am and 5.00pm, Monday to Friday.

Telephone: 01625 264686 Fax: 01625 264692 email: admin@mtfc.co.uk

 The Club responds to any contact from a customer within a maximum of 5 working days.

 The Club responds by telephone, fax, email or letter. If a customer requests a response in writing he/she receives one.

STAFF CONDUCT

 It is the Club's policy that all staff will act in a professional and courteous manner when dealing with customers.

 All staff are encouraged to be polite and efficient when dealing with customers.

 The Club operates an anti-discrimination policy and is committed to confront and eliminate discrimination, whether by reason of sex, sexual orientation, race, nationality, ethnic origin, colour, religion or disability.

 The Club is an equal opportunities employer and is committed to equal opportunities within the Club.

 Equality of opportunity at the Club means that in none of our activities will we discriminate against, or in any way treat less favourably, any person on the grounds of sex, sexual orientation, race, nationality, ethnic origin, colour, religion or disability.

 The Club will not tolerate sexual or racially based harassment or other discriminatory behaviour, whether physical or verbal, and will work to ensure that such behaviour is met with appropriate disciplinary action in whatever context it occurs.

 The Club supports both The Football Association and The Football League in their commitment to develop a programme of ongoing training and awareness raising events and activities in order to promote the eradication of discrimination.

CONSULTATION AND INFORMATION

 The Club consults supporters on a regular basis through regular representation at Fans Forum meetings, Supporters Trust meetings, questionnaires, polls and other face to face and on-line interactions.

 The Club publicises its position on major policy issues in the Club Matchday programme and on its website.

 The Club has, and continues to develop, ways to consult with Shareholders, sponsors, the local authority and other interested parties.

 The Club gives the earliest possible notice of any changes to its ticketing policy and the reasons for the changes.

 The Club undertakes research on the design and number of new Strips.

TICKETING

Pricing

 The Club continues to strive for wider access to matches by offering a broad range of ticket prices.

 From August 2011 under 12's pay £3 and under 18's and students £5. Adult Seating prices are £18 with concessions at £14; Adult Standing prices are £14 with concessions at £10.

Early Purchase Discount

 A discount is available on all tickets purchased before the day of the game

Allocation

 At least 25% of tickets to each game will be made available to non season ticket holders.

Concessions

 Concessionary prices are available to junior supporters, senior citizens and students. Reduced prices are available for children under 18. Senior Citizens qualify for concessionary prices if 60 and over. 

 The Club provides an area of the ground for the use of family groups and junior supporters.

 Accomodation and support is available for both home and away disabled spectators and their carers. The Club's administrative staff can be contacted for details of our disabled facilities and ticket allocation on 01625 264686 (Email: office@mtfc.co.uk)

Junior Supporters under 14 years of age must be accompanied by an adult.

Away Matches

 The Club's supporters are allocated tickets for away matches as follows:

Season ticket holders take priority; any remaining tickets are sold on a first come basis. The home club determines the cost of these tickets.

Cup Competitions

 Tickets for Cup Competitions are priced immediately after the draw for each round. Factors taken into consideration include the stage of the competition and the status of opponents.

 They are allocated as follows: Season ticket holder take priority, any remaining tickets are sold on a first come basis.

 Visiting supporters receive allocation based on competition requirements.

Returns/Refunds

 The Club will make refunds on pre-purchased tickets only in exceptional circumstances and at the Club's discretion.

 If a match is postponed before kick off, ticket holders are entitled to free admission to the rearranged game. If a match is abandoned after kick-off, spectators are issued with a ticket entitling them to half price admission to the rearranged match.

ACCOMODATING AWAY SUPPORTERS

 The Club abides by Football League and Football Association Regulations governing the allocation of tickets to visiting clubs.

 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.

 The Club can accommodate away supporters in both standing and seated accommodation. The Club's policy is to provide reciprocal accommodation to visiting supporters. Clubs offering visiting supporters the choice of standing and seated accommodation will be offered both options at Moss Rose. Supporters of clubs which do not offer visiting supporters that choice will be accommodated in the seated section at Moss Rose unless visiting supporter numbers are expected to exceed the capacity of the away seats when both terrace and seated sections will be utilised. 

MERCHANDISE

 The Club endeavours to ensure that all replica Strip designs shall have a minimum lifespan of two seasons. This policy will always be subject to the requirements of shirt sponsors.

 Details of any intended change of kits are available from the club shop and offices.

 The Club carries out its obligations under Football League Regulations to prevent price fixing in relation to the sale of replica Strip.

 The Club offers refunds on merchandise in accordance with its legal obligations.

MACCLESFIELD TOWN COMMUNITY SPORTS TRUST

 The aims and objective of the Trust are:

The promotion of community participation in healthy recreation in particular by the provision of facilities for the playing and undertaking of sporting activities.

This charter was updated on 29th June 2011.