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THE QPR CUSTOMER CHARTER
In July 2008, the club posted on its Official Site its "Customer Charter" for 2008-2009. If the club has revised or retracted on its charter, I'm not aware of when it made that announcement.
Among other things, the QPR Customer charter declared:
• The Club consults supporters on a regular basis through the Official Supporters Club and Fans Forums which are attended by QPR Staff and Directors.
• The Club publicises its position on major policy issues in the Club programme and on its Website (qpr.co.uk)
• The Club has and continues to develop ways to consult with Shareholders, sponsors, the local authority, local residents associations, community groups and other interested parties.
• Comments and suggestions from supporters are welcomed and can be addressed to the individual departments or via the Official Supporters Club or the club email on feedback@qpr.co.uk
• The Club will give the earliest possible notice of any changes to its ticketing policy and the reasons for the changes.
• The Club will where possible, consult supporters on kit design and number of new Strips.
July 2008
QUEENS PARK RANGERS FOOTBALL CLUB
CUSTOMER CHARTER SEASON 2008/09
CUSTOMER SERVICE
• The Club does not have a specific Customer Service Contact as each Department deals with the various queries either received by telephone or in writing.
• The Club operates a Feedback Service via e-mail where supporters can address any nature of enquiry and these are passed internally to the relevant Department. feedback@qpr.co.uk
• The Club will endeavour to respond to any letter, telephone call, e-mail or fax within seven days of receipt. If a full response cannot be made within that time scale, an acknowledgement will be sent and a detailed reply will follow within 21 days of receipt of the original communication.
STAFF CONDUCT
Mission Statement
The Club’s aim is that all customers attending matches at Loftus Road do so in the knowledge that they will be treated in a civil and courteous manner by a team of professional personnel on duty around the Stadium.
Anti-Discrimination Policy
1. The Club is committed to confront and eliminate discrimination whether by reason of sex, sexual orientation, race, nationality, ethnic origin, religion or disability.
2. The Club is an equal opportunities employer. This means that in none of its activities will it 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
• Pay and employment terms and conditions
• Internal training and development activities
• External education activities and awards
• Football development activities
3. 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.
4. The Club supports The Football Association and The Football League in its 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 the Official Supporters Club and Fans Forums which are attended by QPR Staff and Directors.
• The Club publicises its position on major policy issues in the Club programme and on its Website (qpr.co.uk)
• The Club has and continues to develop ways to consult with Shareholders, sponsors, the local authority, local residents associations, community groups and other interested parties.
• Comments and suggestions from supporters are welcomed and can be addressed to the individual departments or via the Official Supporters Club or the club email on feedback@qpr.co.uk
• The Club will give the earliest possible notice of any changes to its ticketing policy and the reasons for the changes.
• The Club will where possible, consult supporters on kit design and number of new Strips.
TICKETING
Pricing• The Club offers a broad range of ticket prices to encourage access for as many people as possible.
• The Club offers the best possible pricing for its Season Ticket holders with considerable discounts for Season Tickets including free for U’8’s accompanied by adult
• An allocation of tickets will be given to the Community Department for various games allowing school and community groups the opportunity to support QPR during the season.
TICKET PRICES
South Africa Road Stand
Adults
Platinum £35
Gold £30
Silver £25
Juniors Under 16, Senior Citizens Over 60, Young Adults 16-21
Platinum £25
Gold £20
Silver £15
Kids Under 8 accompanied by an adult
Silver Free (prior to match day)
Ellerslie Road Stand
Adults
Gold £30
Silver £25
Juniors Under 16, Senior Citizens Over 60, Young Adults 16-21
Gold £20
Silver £15
Kids Under 8 accompanied by an adult
Silver Free (prior to match day)
Loftus Road Stand Family Stand (Lower Tier)
£25 Adults
£15 Juniors Under 16, Senior Citizens Over 60, Young Adults 16-21
Free Kids Under 8 accompanied by an adult (prior to match day)
Loftus Road Stand (Upper Tier)
Adults
Gold £30
Bronze £20
Juniors Under 16, Senior Citizens Over 60, Young Adults 16-21
Gold £20
Bronze £12
Kids Under 8 accompanied by an adult
Bronze Free (prior to match day)
East & West Paddocks
Adults
Silver £25
Bronze £20
Juniors Under 16, Senior Citizens Over 60, Young Adults 16-21
Silver £15
Bronze £12
Kids Under 8 accompanied by an adult
Free (prior to match day)
School End Lower Tier (Visiting Supporters) (capacity 1,421) **
£25 Adults
£15 Juniors Under 16, Senior Citizens Over 60, Young Adults 16-21
** The School End Lower Tier will only be offered to a visiting club if the demand from
home supporters allows for this and in such an event they would be on a guaranteed
sales basis.
School End Upper Tier (Visiting Supporters) (capacity 2,045)
Adults
Gold £30
Bronze £20
Juniors Under 16, Senior Citizens Over 60, Young Adults 16-21
Gold £20
Bronze £12
Kids Under 8 accompanied by an adult
Bronze Free (prior to match day)
All tickets issued are subject to the rules and regulations of FIFA, UEFA, The Football Association, The FA Premier League and The Football League in respect of the Relevant competition and Queens Park Rangers Ground regulations.
We would remind you that any person wishing to obtain a refund on match tickets not subsequently required must ensure that the tickets are in possession of QPR no later than 24 hours prior to the time of the advertised kick off.
QPR accepts no responsibility to replace lost, stolen or damaged tickets.
QPR exclude to the maximum extent permitted by law any liability for loss, injury or damage to persons/property in or around the ground.
If tickets are resold or transferred without prior written consent of QPR it will become void and the holder may be refused entry or ejected from the stadium.
The use of tickets to enter the ground constitutes acceptance of such rules and regulations and the ground regulations and QPR reserves the right to eject from the stadium any person who fails to comply with such rules and regulations.
In line with the government legislation and football league policy, there will be NO SMOKING allowed in any part of the stadium, QPR also operate a NO RE-ADMISSION policy.
• The Club currently operates a scheme to enable supporters to pay for season tickets by instalment. We endeavour to ensure that we can offer as competitive an APR as is possible given the financial and commercial criteria.
Allocation• At least 20% of tickets to each home game will be made available to non-season ticket holders for the foreseeable future.
Concessions
Kids Under 8 – this offer is limited to two per full paying adult and cannot be used in conjunction with any other offer and that tickets must be purchased at the same time. To register for Under 8’s PROOF OF AGE IS REQUIRED. Please forward a photocopy of birth certificate or passport. Kids must be under 8 on 1st August 2008 (born on or after 01.08.2000)
Juniors must be under 16 on 1st August 2008 (born on or after 01.08.92). Proof of age is required.
Senior Citizens must be over 60 on 1st August 2008 (born on or before 01-08-48). Proof of age is required.
Student tickets must be aged between 16 and 21 as at 1st August 2008. Proof of age is required.
The Club provides:
Support for disabled spectators and their carers, including facilities for the blind. (Malcolm Oakley in our Box Office can be contacted for details of our disabled facilities and ticket allocation on 020 8740 2504, email : malcolmo@qpr.co.uk
Restricted Views
The Club’s policy for the reduction in prices of restricted view seats is as follows and the tickets are clearly marked accordingly:-
• £2.00 off the normal price for a restricted view on the adult price, £1 off concession price.
• £4.00 off the normal price for a severely obscured view on the adult price, £1 off concession price.
Membership Scheme
The Club runs a Membership scheme, the prices of which per season are as follows:
Adult - £30.00 Junior - £20.00
The benefits for Members are as follows:-
Adults
• A membership pack containing a QPR branded Mouse Mat, Parker pen, Key ring, Oyster card holder, and ‘Official Member’ Jacquard Scarf
• Priority access to all home league match tickets
• A £10 voucher to be spent in the Queens Park Rangers Superstore
• Gain 20 loyalty points
• A ‘Members Only’ e-zine with exclusive Club information
• Become a member of the Hoops Rewards program
• Free entry to our exclusive ‘Members Open Day’
• Discounts from over 100 organisations, e.g RAC, Attractions World, and Virgin Experiences
Terms & Conditions:
1) The £10 Superstore voucher can only be used on orders with a minimum value of £50
2) The Members Open Day date is subject to the First Team squads availability
Junior Hoops receive the following membership benefits:-
• A membership pack containing QPR branded Autograph Book, Water bottle, Gym bag, Sticker set, and Badge collection
• Entry into the ballot for the chance to be a home match day mascot
• 10% discount on QPR Football Coaching courses – when booked in advance
• Free entry into our monthly draw to win a signed shirt
• Win a signed football when you bring 10 or more of your friends to one of our ‘Matchday Experience’ days
• Gain 20 loyalty points
• A ‘Junior Hoops’ monthly e-zine with exclusive Club information
• Free entry to our exclusive ‘Members Open Day’
• Receive Birthday and Christmas cards from the Club
• Birthday greeting displayed on the Club website
• Birthday greeting displayed in the Matchday programme (August – May only)
• Discounts from over 100 organisations e.g. Attractions World, and Virgin Experiences
Terms & Conditions:
1) The Matchday Experience package is subject to availability
2) The Members Open Day date is subject to the First Team squads availability
Away Matches
The Club now operates a new Loyalty Scheme for away matches. The loyalty points vary for each game based on factors such as location and which day of the week the match is played (games played midweek at Preston, for example would score highly).
70 loyalty points Existing Season Ticket Holder
50 loyalty points New Season Ticket Holder
1-10 loyalty points Away matches
Supporters with the highest number of loyalty points across the season will therefore be first to have the option of tickets for the big matches across the season.
Date Team Loyalty Points
Sat 16 August Sheffield United 7
Sat 30 August Bristol City 4
Tue 16 September Norwich City 9
Sat 20 September Coventry City 4
Sat 4 October Birmingham City 5
Tue 21 October Swansea City 9
Sat 25 October Reading 2
Sat 1 November Ipswich Town 6
Sat 22 November Watford 1
Sat 29 November Crystal Palace 1
Tue 9 December Sheffield Wed 10
Sat 13 December Plymouth Argyle 8
Fri 26 December Charlton Athletic 3
Sat 17 January Derby County 6
Tue 27 January Blackpool 10
Sat 7 February Nottingham Forest 6
Sun 15 February Cardiff City 5
Sat 28 February Barnsley 7
Tue 10 March Doncaster Rovers 10
Sat 14 March Southampton 4
Sat 11 April Burnley 8
Sat 18 April Wolves 5
Sun 3 May Preston North End 8
Cup Competitions• An Automatic Cup Tie Ticket service is available for home and away games
• Tickets for Cup Competitions are priced and allocated the same as for League matches (referred to on page 2). The Visiting Club is entitled to claim the following tickets although we would expect a Visiting Club to reduce its claim taking into account the demand from its own supporters.
School End Lower 1,421
School End Upper 2,045 (of which 116 have restricted view and 208 have
severely restricted view)
The Club reserves the right to reduce prices as appropriate for certain Cup matches, in consultation and agreement with the opposing Club and in accordance with the Rules of the Competition in question.
Returns/Refunds
The Club’s policy on the return and distribution of unwanted tickets is as follows.
1. If a match is postponed prior to the day of the match the ticket will be valid for the re-arranged date.
2. If a match is postponed on the day but before kick-off, ticket holders are entitled to free admission to the re-arranged game on production of a ticket from the postponed match.
3. If a match is abandoned after kick-off spectators are entitled to half price admission to the re-arranged game on production of a ticket from the abandoned game.
4. If a match is postponed and the customer cannot attend the re-arranged date a full refund will only be considered if the ticket is received no later than 24 hours prior to kick-off of the new date. Refunds will not be available on the day of postponement.
5. If a supporter cannot make a game for any reason they will only receive a refund if the ticket has been returned 24 hours prior to kick off.
IN ALL CASES WHEN A MATCH HAS BEEN POSTPONED OR ABANDONED AND PART OF THE TICKET HAS BEEN TORN OFF AT THE TURNSTILES THE HOLDER OF THE TICKET MUST PRODUCE IT AT THE BOX OFFICE AT LEAST 24 HOURS IN ADVANCE FOR THE TICKET TO BE RE-ISSUED FOR THE RE-ARRANGED 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 its own supporters for comparable accommodation. In particular, the concession rates offered to QPR senior citizens and junior supporters apply to supporters of a visiting club.
MERCHANDISE
• The Club will provide a published, well-communicated kit cycle policy with all fans being aware of kit change dates.
• Details of the next intended change of kits will be available from the Club Shop or on qpr.co.uk as soon as these are determined.
• The Club carries out its obligation under Football League Regulations to prevent price fixing in relation to the sale of replica Strip.
• The Club offers refunds on merchandise provided proof of purchase is available and is within its legal obligations.
COMMUNITY SCHEME
Mission Statement
To use the power of the football club to forge stronger & deeper connections with its community.
QPR in the Community focuses on creating progressive, vibrant hubs of sporting & social activities, leading to enhanced life experiences.
The Club has operated a Community Programme since January 1994. Its main objectives are:
Maintain QPR FC reputation as a “true” Community & Family Club
Use QPR FC brand as a high profile vehicle to tackle social issues that affect youth.
Be innovative and progressive in the sporting community
Build a national & international community sport profile
QPR in the Community to achieve Trust, Foundation and Charity Status
Provide inspiration, encouragement, excitement and guidance to young people leading to enhanced health, education and career opportunities.
To be a “best practice model” and leader in the field of community development.
Be a community partner with local authority to develop premier community facilities.
Ensure clear pathways to excellence for local talented footballers.
The Club’s Community Programme currently works in conjunction with the following London Boroughs:
• Hammersmith & Fulham
• North Kensington & Chelsea
• Westminster
• Brent
• Hillingdon
STUDY SUPPORT CENTRE
The Club and Hammersmith & Fulham London Education Authority, in partnership with the Department of Education & Employment established a Study Support Centre to motivate and improve the achievement of children within the Board. The Centre initially opened in November 1998 with a pilot scheme and was officially opened in January 1999 by the Rt. Hon David Blunkett MP and currently has a waiting list for attendance.
Every school in the Borough of Hammersmith & Fulham is allotted a time to attend the QPR Study Support Centre. Children can attend for every evening of each week for a ten week period.
• Primary schools are asked to select Year 6 pupils
• Secondary schools are asked to select Years 7, 8 and 9 pupils
The Centre is open in the evenings during term time
• Primary Schools 3.30 to 5.30 p.m.
• Secondary pupils 5.45 to 7.00 p.m.
The Centre provides pupils with the opportunity to study using excellent ICT facilities. There is a Centre Manager (an experienced teacher), study support assistants, an IT technician and an administrative assistant at the Centre. They facilitate a learning programme designed to motivate and encourage pupils to develop skills in literacy, numeracy, ICT, homework and football related activities (including history and geography. Alternatively the children may bring their own homework where assistance and support is provided if required.
The programme is intended to encourage positive attitudes to learning and raise the standards of literacy and numeracy. Children set individual targets for their period of study support in partnership with their schools and the Centre and there are rewards and incentives offered to those attending the Centre for effort and achievement which are usually related to football.
QUEENS PARK RANGERS CONTACT DETAILS
Loftus Road Stadium, South Africa Road, Shepherds Bush, London W12 7PA
Main Switchboard 020 8743 0262 Fax 020 8749 0994
Box Office 08444 777 007 Fax 020 8740 2505
Club Shop 020 8749 6862 Fax 020 8749 6862
Community 020 8740 2509 Fax 020 8740 2573
Commercial Sales 020 8740 2588 Fax 020 8740 2512
Website www.qpr.co.uk
Clubcall 09068 121162 (calls cost 60p per minute at all times)
Club Secretary – Sheila Marson
Deputy Marketing & Commercial Manager – David Orman
Operations Manager – Steve Pike
Safety Officer – Clive Doyle
Box Office Manager – Jenny Elliott
Press & Publications Manager – Ian Taylor
Retail & Merchandise Manager – Francis Atkinson
Community Scheme Manager – Andy Evans
QPR - July 2008
