THE FANS' CHARTER

Crystal Palace Football Club are committed in working towards providing the best possible service to all its customers/supporters.

The Customer Charter sets out how the Club interacts with customers/supporters and covers a wide range of areas including ticket prices, supporter club memberships, community activities, merchandise and customer service policies.

The Club will respond to every letter, fax or email within 14 days of receipt.

If it is considered that the content of the letter cannot be responded to in full within 14 days, then an acknowledgment will be sent within 14 days setting out a time frame by which the Club will respond in full.

Kevin Watts, HR and Commercial Director, has overall responsibility for customer service. In the first instance however, the Club encourage customers/supporters to make an initial contact, verbal or written whichever you prefer, with the relevant department as listed below.

General Enquiries - Sandra West, Reception Manager on 020 8768 6000 or reception@cpfc.co.uk

Catering - Rob Earle, Catering Manager on 020 8771 5553 or rob.earle@cpfc.co.uk

Communications - Terry Byfield, Communications Manager on 020 8768 6020 or terry.byfield@cpfc.co.uk

Football In The Community - Colin Morris, on 020 8768 6006 or colin.morris@fitc.cpfc.co.uk

Health & Safety - Kevin Corner, Stadium Safety Officer on 020 8768 6000 or kevin.corner@cpfc.co.uk

Memberships - Karen Earl, Membership Co-coordi­nator on 020 8768 6081 or karen.earle@cpfc.co.uk

Merchandise - Liz Roake, Retail Operations Manager on 020 8768 6100 or liz.roake@cpfc.co.uk

Recruitment, Diversity - Kelly Culbertson, HR Officer on 020 8768 6045 or kelly.culbertson@cpfc.co.uk

Sales & Marketing -  Chris Powlson, Sales Executive on 020 8768 6010 or christopher.powlson@cpfc.co.uk

Special Needs - Pam Groves, Disabled Co-coordinator on 020 8768 6080 or boxoffice@cpfc.co.uk

Study Centre - Chris Myant, Centre Manager on 020 8768 6066 or cpssc@hotmail.com

Ticketing - Mandy Anderson-Myers, Box Office Manager on 020 8768 6081 or mandy.anderson-myers@cpfc.co.uk

Alternatively you can e-mail your enquiry to info@cpfc.co.uk marking it for the attention of the relevant contact and this will be immediately forwarded on.

In the event that you are dissatisfied with the response received, or the time taken to respond to you, then you should write to Kevin Watts, c/o of Stacie Muir, the Customer Services Officer at: CPFC, Selhurst Park, London SE25 6PU, or email: stacie.muir@cpfc.co.uk.

The Club consults its customers/supporters on a regular basis through forums, questionnaires and general feedback.

The Club will publicise its position on major policy issues in the Club matchday programme and on the official club website. In the past year we have run various surveys on the website to ascertain public opinion.

The Club continues to strive for wider access to matches by offering a broad range of ticket prices. It aims to provide a high quality, value for money customer/supporter experience that is accessible to the widest possible audience.

Specifically, the Club:-

- Will offer a wide choice of seating and a range of ticket prices including a significant reduction in both Season and matchday ticket prices for concessionary groups.

- Will retain at least 10% of available tickets to each home match for sale to non-Season Ticket holders.

- Will designate an area of the stadium for the use of family groups. The club are committed to our family and junior supporters and the family areas are in the Croydon Advertiser Stand and block J of the Main Stand. This represents over 12% of the home capacity. Block J of the Main Stand also provides a family lounge area accessible from the seating area.

- Will designate stands/areas of the stadium specifically as a non-smoking area.

- Will have an area for the casual disabled supporter in The Arthur Wait Stand, which has complete wheelchair access throughout and disabled toilet facilities. An adult concession ticket costs £18 or £15 (according to the grade of game A or B with an escort going free). Extra help can be obtained from stewards in this area who are happy to assist with purchasing refreshments.

- Will provide free access to all home reserve team matches for Season Ticket holders and members.

- Will make at least 10% of the stadium capacity available to supporters of visiting Clubs.

- Will charge the same admission prices to supporters of visiting Clubs for comparable stadium facilities. This policy will be extended to concession supporters of other clubs.

- Will abide by the FA Premier League and Football League regulations governing the allocation of tickets to visiting clubs.

As a general rule, ticket refunds are only issued in exceptional circumstances and at the discretion of the Club. Should a match be abandoned following admission to the stadium but before kick off, supporters will be entitled to free admission to the rearranged match. Should a match be abandoned after kick off, but before half time and the match rearranged, supporters will be entitled to half price admission. Should a match be abandoned at or after half time, discounted admission to a rearranged match is at the club's discretion.

Cup Competitions - tickets will be priced in accordance with Football Association and Football League regulations. The home club, in agreement with the away club, sets ticket prices for cup matches as the income is shared. Should the home and away clubs not agree, the home club has the right to request a ruling from the competitions governing body.

Where demand is likely to outstrip supply, tickets will be made available to Eagle Gold members (or Golden Eagle members who are Season Ticket holders), then Season Ticket holders. Where it is deemed necessary, priority will then be given to Club members before tickets are released for general sale.

In the event of an away game where demand is likely to outstrip supply, consideration will also be given to those Season Ticket holders with a pre-determined number of ticket stubs to earlier away games in the same season.

The Club currently offers all supporters the chance to pay for Season Tickets in installments, this facility is offered by a third party and the collection of direct debit payments attracts an administration fee. The third party sells no further finance and the data is not made available for other purposes.

The Club seek to offer a Half Season Ticket, subject to availability, for the period 1st January to the end of the season.

The Club will endeavour to consult with its customers/supporters regarding strip designs, the quality, range and price of official Club merchandise.

Specifically the Club:-

- Will endeavour to consult with supporters as to the frequency of strip changes and its design and pricing through the supporters committees / fans forums.

- Will ensure all replica home and away strip designs have a minimum lifespan of one season, subject to sponsorship contracts.

- Will fulfill its obligations under the Premier League/Football League rulebook to prevent price fixing in relation to the sale of replica strips.

- Will endeavour to inform supporters of changes in strip; details will be available in the club shops, on our official website and through our mail order service.

- Will ensure that all replica strip will have a label or tag attached to it, stating its launch date.

- Will offer refunds on merchandise purchased from the club shops, official website and mail order service in accordance with our legal obligations.

The Club do not sell Official Club Merchandise through any third party. Official Merchandise can only be obtained through the following outlets:

The Club Shop, Selhurst Park, Whitehorse Lane, London SE25 6PU.
Allders of Croydon (ground floor), Croydon, London.
By mail order over the telephone on 020 8768 6100.
On line at www.cpfc.co.uk - click on Club Shop.

The clubs official community schemes will continue to forge a strong link with its local community, the customers/supporters and the football club.

The Club participates in an extremely active Football In The Community scheme (call 020 8768 6047 for more details) offering a wide range of courses to local school and youth groups.

The Club also runs a successful CPFC Study Support Centre at Selhurst Park. This classroom facility caters for children in the local community in helping them to 'learn through football'. Football is used as a motivating factor helping them to improve proficiency in IT, numeracy, literacy and study skills in a safe environment.

We frequently make use of our sporting and lounge facilities at Selhurst in hosting a wide range of community activities. Call 020 8768 6014 for more details.

The Club provides assistance to charities and individuals wherever possible in a number of ways, including:-

- Donating Merchandise (both signed and unsigned) and matchday programmes.

- Providing free publicity over our tannoy system and using our giant screen.

- Allowing occasional matchday collections at our turnstiles.

- Projects local to Selhurst Park remain the focus with minority and disadvantaged groups receiving special priority.

- CPFC regularly provides complimentary match tickets to a wide range of local groups, whenever capacity and competition rules allow.

- The Club plays host to an annual Charity Ball event that alone raises tens of thousands of pounds for local and national charities.

The Club expects and requires all its members and employees to conduct themselves in a courte­ous and responsive manner. To be committed to confront and eliminate discrimination of any kind.

The Club is an equal opportunities employer. We are committed to equal opportunity within our own organisation and to encourage similar commitment from every organisation or individual acting within the game. Equal Opportunity at Crystal Palace Football Club means that in none of our activities will we discriminate against, or in any way treat less favourably, any person on grounds of sex, sexual orientation, race, nationality, ethnic origin, colour, religion or disability. This includes:-

- The advertisement of jobs.

- The selection of candidates for employment or promotion.

- Job location or working environment.

- Pay and employment terms and conditions.

- Internal training and development activities.

- External education activities and awards.

- Football Development activities.

The Club will also:-

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

- Support the Football Association in its commitment to develop a programme of ongoing training and awareness - raising events and activities in order to promote the eradication of discrimination.

- Wholeheartedly support schemes such as 'Kick It Out' to overcome racism within football and has participated regularly in boosting publicity for the initiatives by players and the manager sporting 'Kick it Out' badges and clothing.

- Allow customers/supporters with special needs to have access to all public areas of the club as far as is reasonably possible. These areas include the Club Shop, Box Office and a selection of stands within the stadium with and without corporate facilities or lounge facilities. Fourteen car parking spaces, 10% of the total car park, are available for disabled supporters in the Sainsbury's car park, all of which are positioned directly outside the stadium.

- Work with The National Association of Disabled Supporters (NADS). The Club, in association with NADS, provide commentary for the partially sighted or blind supporter. Recently the club have introduced specific information modules on the ticket office information line and the website in relation to special needs facilities.

 

GROUND REGULATIONS

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 FA, The FA Premier League, and The Football League in respect of the relevant competition. The Ground Regulations incorparate the Club's Customer Charter (if any). 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 (Crystal Palace FC).

"Match" means any association football match taking place at the Ground.

1. Permission to enter or to remain within the Ground (notwithstanding possession of any ticket) is at the absolute discretion of the Club, any police officer or authorised steward. On no account will admission be granted to a person who is the subject of a current Banning Order.

2. 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.

3. 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.

4. In the event of the postponement or abandonment of the Match, refunds (if any) will be made in accordance with the Clubs 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.

5. 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.

6. 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 possesion of such items will be refused entry into the Ground.

7. 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.

7.1. Racial 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

7.2. The following acts are arrestable offences under the Football (Offences) Act 1991, as ammended:

7.2.1. The throwing of an object within the Ground without lawful authority or excuse.

7.2.2. The chanting of anything of an incedent or racialist nature.

7.2.3. The entry onto the playing area or any adjacent area to which spectators are not generally admitted without lawful authority or excuse.

Conviction may result in a Banning Order being made.

8. All persons entering the Ground may only occupy the seat allocated to them but 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.

9. Nobody may stand in any seating area whilst play is in progress. Persistant standing in seated areas whilst play is in progress is strictly forbidden and may result in ejection from the Ground.

10. The obstruction of gangways, access ways, exits and entrances, stairways and like places is strictly forbidden. Nobody entering the Ground should be permitted to climb any structures within the Ground.

10.1. Selhurst Park Stadium is a completely no-smoking ground. 

11. Mobile telephones are permitted within the Ground, provided that they are used for personal and private use only.

12. Under the Sporting Events (Control of Alcohol etc) Act 1985, 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:

12.1. Attempting to enter the Ground or being inside the Ground whilst drunk.

12.2. Being in possesion of any intoxicating liquor, or bottle, can or other portable container 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.

13. 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.

14. No person (other than a person who holds an appropiate license) may bring into the Ground or use within the Ground any equipment, which is capable of recording or transmitting (by digital or other means) any audio, visual, or audio-visual material or any information or data in relation to the Match or the Ground. Copyright in any unauthorised recording or transmission is assigned (by way of present assignment of future copyright pursuant to section 91 of the Copyriht, Designs and Patents Act 1988) to the Club.

15. No goods (including literature) of any nature may be offered either free or for sale without the prior written permission of the Club. Any tickets offered for sale may be the Club.

15.1. Tickets are not transferable and may not be offered for sale without the prior written permission of the Club. Any tickets offered for sale may be confiscated by any steward, officer of the Club or any police officer.

16. 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, any recordings for use in any proceedings.

17. 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 officcer. Failure to comply with any instruction may lead to immediate ejection from the Ground.

18. The Club reserves absolutely the right to eject from the Ground any person failing to comply with any of the Ground Regulations or whose presence within the round is, or could, reasonaby be construed as constituting 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.

18.1. Entry to the Ground shall constiture acceptance of the Ground Regulations.

Published by the Football League Limited and The FA Premier League Limited, August 2003.