Club Charter

SUPPORTERS CHARTER

Revised 5th July 2011

OVERVIEW

Oxford United prides ourselves on being an integral part of the local community in Oxfordshire and will strive to enhance that position.We are committed to building a football club that is self-sufficient and can compete at the highest possible level of the game.

CUSTOMER SERVICE

· General Manager, Mick Brown is the club's principle customer service contact.He can generally be contacted, Monday to Friday between 10.00 am and 5.00 pm, at: Oxford United Football Club, Grenoble Road, Oxford, OX4 4XP, e-mail: gm@oufc.co.uk or Fax: 01865 337501

· The Club will endeavour to respond to any contact from a customer within 10 working days.If it is not possible to provide a full response within that time, an acknowledgement will be sent and a detailed reply will follow within 20 working days of receipt of the original communication. Customers are requested to include a contact phone number as well as their address.

· The Club prefers comments, complaints or praise by letter, fax or email.

STAFF CONDUCT

Our staff are encouraged to be helpful and courteous at all times.The Club is committed to offering equality of opportunities to supporters and employees in every aspect of its operation and employment practices.Any employee who breaches this commitment may be liable to disciplinary action as a result.We believe that our staff should be free to work in an environment free from harassment of any kind.

CONSULTATION AND INFORMATION

· The Club consults supporters on a regular basis, e.g. through open meetings, questionnaires and general dialogue during the week and especially on matchdays.

· The Club publicises its position on major policy issues in an easily digested format in the Club programme and on its website.

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

· The Club gives the earliest possible notice of any changes to its ticketing policy and fixture changes through our web site, programme and the media.

· 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.

· The Club operates a scheme in the close season to enable supporters to pay for season tickets by instalment at a reasonable rate of interest.

Allocation

· At least 5% of tickets in the home area for each game will be made available to non season ticket holders.

Concessions

· Concessionary prices are available to under 7's (under 11's - season tickets only), under 16's, students in full time education and over 65's.

Disabled Supporters

· Disabled supporters pay the normal price for the area dependent on their age and status.Where it is necessary for the disabled supporter to have a Personal Assistant (PA), the PA will receive a ticket free of charge provided the PA sits with the disabled supporter to assist him/her.

· Commentary for the visually impaired - provided by Radio Cherwell Hospital Broadcasting - is available within the stadium through special headsets, obtainable for a refundable deposit of £10 from the Club reception.

· Wheelchair users can view from the front of the South and East stands, slightly raised viewing platforms in the North stand and an upper wheelchair platform adjacent to the television gantry in the South stand.To reflect the distance and difficulty in gaining access to the catering outlets - on the floor below - the prices for the upper wheelchair platform are the same as for South lower.

· The club provides:

· A seating area for the exclusive use of family groups and junior supporters.

· Support for disabled spectators and their carers. Matt Everett can be contacted on 01865 337533 for details of our disabled facilities and ticket allocation.

Restricted View seats

· The club's policy for the reduction in prices of restricted view seats is they will not normally be sold.In the event of all the unrestricted view seats in an area being sold, restricted view seats may be offered for sale at a 25% discount.

Membership Scheme

· Although the Club runs a Membership scheme, it also suggests that supporters keep ticket stubs from all Oxford United matches.These could be useful in obtaining tickets for matches when it is anticipated that demand will exceed supply.

Home League Matches

· Tickets are sold in advance for all matches.In the event that it is anticipated demand will exceed supply tickets are sold as follows:

1. Members

2. Holders of ticket stub(s) from specified match(es).

3. General sale.

Home Cup Matches

· Tickets for Cup matches are normally priced as for League matches, although this generally has to be agreed with the visiting team.Tickets are sold in advance for all matches.In the event that it is anticipated demand will exceed supply, tickets are sold as follows:

1. Season ticket holders

2. Members

3. Holders of ticket stub(s) from specified match(es).

4. General sale.

Away League & Cup Matches

· If the Club's supporters are allocated tickets for away league or Cup matches and it is anticipated demand will exceed supply tickets are sold as follows:

1. Season ticket holders

2. Members

3. Holders of ticket stub(s) from specified match(es).

4. General sale.

The home club determines the cost of these tickets, generally in conjunction with the away team for Cup matches.

Returns/Refunds

· The Club's policy on the return and distribution of unwanted tickets is as follows:

Tickets returned to the point of purchase before 12 noon on the day of the match (12 noon on the last working day before the match in the case of an away game) will generally be refunded the cost of the ticket, but not the cost of any booking fee.At "All Ticket" matches the ticket must be returned no later than 12 noon the last working day before the match.

·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, match ticket holders are entitled to half price admission to the rearranged match.

Accommodating away supporters

· The Club abides by Football League 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 over 65's, students in full time education, under 16's, under 7's and disabled supporters apply to supporters of a visiting club.

MERCHANDISE

· The Club endeavours to ensure that the home and away replica Strip designs shall have a minimum lifespan of one season.

· The Club advertises in the Club Shop the launch date of each replica strip.

· Details of the next intended change of kits will be available from the club shop as soon as it is practicably possible.

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

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

DATA PROTECTION

Information and data on our customers may be stored on computers or manual files in order to maintain accurate records to assist us in providing products and services.We may from time-to-time contact customers by email, phone or post to inform about events, products or services that we think may be of interest.Customers can opt out by contacting the club.

COMMUNITY ACTIVITIES

The Club actively supports the "Oxford United Football in the Community" scheme whose aims and objectives are:

Ø to encourage more people (especially children) to play football

Ø to encourage more people (especially children) to watch football

Ø to encourage more people to become interested and support their local football club by forging closer links between them

Ø to improve the image of the game

Ø to improve atmosphere at matches

Ø to improve the behaviour of players and spectators

Locally established aims and objectives shall be:

Ø coaching within local schools

Ø promotion from grassroots of womens/girls football

Ø specialised coaching for children and adults with learning disabilities

Ø work with the unemployed and ethnic minorities

Ø player involvement with the community

Ø to run soccer schools for boys and girls in the area

Ø to promote a junior supporters club

Øto promote the community scheme to local companies in the hope that they will involve themselves within the scheme