The club

SUPPORTERS’ CHARTER

DUNDEE UNITED FOOTBALL COMPANY LIMITED SUPPORTERS’ CHARTER

Dundee United Football Company Limited (“The Club”) recognises the special relationship between the Club and its supporters. It also recognises and respects the invaluable contribution that supporters make to the life of the Club. As such, the Club will make every effort to ensure that Dundee United supporters are provided with a responsible role in the affairs of the Club. The Club will additionally ensure that its policies and practices are open, accessible and communicated as effectively as possible with its supporter base.

The Club also recognises that it holds a special position within the local community and has a responsibility to initiate and promote community-based schemes and facilities, and to enhance the image and reputation of the community in which it serves.

The Club is committed to providing a quality service by professional and caring staff, with customer satisfaction being the focus of all of its activities. The Club is additionally committed to confront and eliminate discrimination whether by reason of age, gender, marital status, creed or religion, colour, race, disability, sexual orientation or ethnic or national origin.

This Charter sets out the Club’s policies in all of these respects and complements other specific policy documents in respect of Equal Opportunities, Anti Discrimination and Anti Racism. The Club will review this Charter and associated activities from time to time and make changes in line with guidance from the relevant governing bodies and also after consultation with its supporters. Documentary evidence of this review shall be included in the Club’s audit submission and made available publicly.

CONTENTS

Accessibility
Matchday
Away Support
Loyalty and Membership Schemes
Communications and Consultation
Community Activity
Merchandise
Staff Conduct
Customer Satisfaction

1. Accessibility

The Club continues to strive for wider access to matches by offering:

  • A broad range of ticket prices to reflect demand and affordability, in terms of season tickets (£18 – £440), match day tickets (£10 – £27) and corporate packages. Supporters will have the opportunity to buy their season tickets at discounted prices and have the facility to pay for these tickets by instalments.
  • A substantial number of tickets for each game to non-season ticket holders.
  • Concessions to supporters 65 years of age and over, to supporters under the ages of 12 and 18, and for full-time students, upon presentation of a valid matriculation card.
  • Discounted tickets to disabled and visually impaired supporters as well as Personal Assistants. Assistance is also provided to these supporters without Personal Assistants on match days.
  • Free or reduced admission to replays of abandoned or postponed games. If a match is postponed or abandoned after spectators have been admitted to the ground, ticket holders are entitled to free admission to the re-arranged match or to a voucher, the value set by Board of Directors. No cash refund will be given on the day. A comprehensive refund policy is on display at the ticket office.
  • Tickets for seats with a restricted view at reduced prices.Tickets for cup competitions are announced to supporters following discussions between the clubs. Tickets for cup matches are usually offered to season ticket holders and official supporters’ clubs in the first instance and then to the general public.

The Club will give the earliest possible notice of any changes to its ticketing policy and the reasons for the change.

As a general rule, ticket refunds are only issued in exceptional circumstances and at the discretion of the Club. For full details of the Club’s refund policy, please contact Fran Ritchie, Ticket Office Manager on 01382 833166 or email boxoffice@dundeeunitedfc.co.uk.

2.Matchday

The Club will endeavour to provide a safe, trouble-free environment for all spectators and provide a quality service through its turnstile staff, catering outlets, stewards and all other staff employed on match days.

In return, the Club expects spectators to refrain from using foul and abusive language, taunts or gestures of a racist, sectarian or obscene nature and to inform members of the security staff regarding anyone engaging in such activity.

For security and safety reasons, under the terms of our Ground Regulations, standing is forbidden in seated viewing areas whilst the match is underway. The Club is obliged to advise any spectators in breach of this requirement to desist and failure to comply with this request may result in the person, or persons, being removed from the ground.

The ground is now a non-smoking stadium.

3. Away Support

The Club’s supporters are allocated tickets for away matches on the same basis as that for cup competitions. The hosting club determines the cost of these tickets; however consultation with the away club may occur as appropriate.

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. The Club offers discounted admission to disabled and visually impaired fans of visiting clubs and their Personal Assistants, subject to availability of the same facilities as our own fans.

The Club abides by the SPFL rules governing the allocation of tickets to visiting clubs.

4. Loyalty and Membership Schemes

The Club operates a membership scheme for junior supporters, The Young Arabs Supporters Club, with an annual membership fee of £10.00 for non-season ticket holders, and £5 for season ticket holders. Members are provided with a variety of benefits including the opportunity of free admission to selected games.

Dundee United Lottery membership enables supporters to participate in the weekly lottery draw by means of Standing Order.

5. Communications and Consultation

The Club will consult supporters on a regular basis through meetings and dialogue with the Federation of Dundee United Supporters’ Clubs, ArabTRUST – the Dundee United Supporters’ Trust, the Dundee United Business Club and attendance at meetings of supporters’ groups throughout Scotland. The club also intends to undertake, at regular intervals, questionnaires, opinion polls and suggestion schemes, to allow as many of our supporters as possible to express their views and opinions on a wide range of issues.

The Club intends to initiate regular fans’ forums, in association with the supporters’ bodies mentioned above. Individual fans have an opportunity to use the Fans’ Forum section of the Club’s official website, dufc.co.

The Club will continue to ensure that shares in Dundee United Football Company are made available to ArabTRUST, in order to provide Dundee United fans with a collectively owned shareholding in the Club and to provide voting rights in the Club. The Board of Directors of the Club also supports the principle of an elected Trust representative being appointed to the Board of Directors, once an appropriate number of shares have been acquired. At present, the Trust is represented by an Associate Director.

The Club publicises its position on major policy issues in a concise format in the club match day programme, through the official website, through media releases and via a weekly enewsletter, Arab NEWS, which is sent out overnight every Thursday to subscribers free of charge. Individual newsletters are also issued weekly for various departments within the Club.

The Club continues to develop ways to consult with shareholders, sponsors, the media, local authorities, community groups and other interested parties.

6. Community Activities

The Club recognises that it has an important role to play in the local community, and in the wider football community, and will promote and support football-based activities, education activities, community initiatives and good causes. The Club will endeavour to ensure that young children in particular benefit from the positive influences which football can deliver in these matters.

The United in the Community programme (the J League) at the Club primarily aims to widen opportunities for football participation, training and coaching, at all levels, in Dundee and its surrounding areas. The programme also provides for educational initiatives and additionally seeks to introduce young people, male and female, to football as players, coaches and spectators.

The Club will continue to develop the provision of football opportunities for girls’ and women’s football and aims to provide a pathway from grass roots girls’ football via support for Dundee United Girls’ teams. Dundee United FC launched their new Women’s Football Team who will be based at the GA Arena, and will be playing in the SWFL2 East Division from March 2016.

The Club will support and work with outsides agencies, especially disadvantaged groups, and recognises that it has a role to play in promoting local social inclusion policies. The Club intends to undertake football participation and coaching schemes for people with learning difficulties and the disabled.

School visits are an important part of the Club’s community programme and these are designed to promote and encourage not only football activity but also health promotion and social awareness activities.

An indicator of the Club’s commitment in this regard is the Neil Glen Memorial Trophy for local primary schools, whose inaugural competition was held at Tannadice Park in May 2005.

The Club supports community events and will encourage players to attend such events wherever possible and to participate in public appearances and activities organised by the Club.

Once a year, the Club, in association with the Business Club, organises an Open Day, featuring a host of events including open access to the players for autographs and photographs.

7. Merchandise

Both home and away replica strips designs will normally have a life span of two seasons, unless changes are enforced due to contractual obligations. It will be appreciated that changes in sponsor or manufacturer make it impossible to guarantee a two year minimum period.

The Club intends to communicate with supporters regarding new replica strip designs and prospective launch dates.

The Club offers refunds on merchandise in accordance with its legal obligations and on production of a valid receipt.

8. Staff Conduct

All employees and members of staff will conduct themselves in a courteous and responsive manner in all dealings with our customers.

It is the policy of the Club that there should be equal opportunity for all. This applies to external recruitment, internal appointment, terms of employment, conditions of service and opportunities for training and promotion regardless of age, gender, marital status, creed or religion, colour, race, disability, sexual orientation, or ethnic or national origin.

The Club is committed to the development and promotion of such equality of opportunity. The policy also applies equally to the treatment of our customers, clients and suppliers. The Club has an anti-discrimination policy that lays out its commitment to eliminate all discriminatory behaviour, together with an anti-racism policy which is designed to provide clarity to employees, stakeholders, supporters and everyone connected with the club on the Club’s attitude to racial harassment and abuse.

9.Customer Satisfaction 

The Club will strive to provide value for money in all areas of its business, seeking to achieve the highest level of service and treating all customers with respect and courtesy.

The Club will respond promptly to any contact from customers. To avoid confusion and delay, any complaints should be made in writing as this as this will ensure that a thorough investigation, together with a documented record, is established. Oral complaints (by telephone or in person) will be responded to courteously, but confirmation in writing of the complaint will be requested for the reasons stated above. Email communications is acceptable for this purpose.

Any complaints should be clearly marked for the attention of the Supporter Services Executive. Postal complaints should be addressed to the Supporter Services Executive at Dundee United Football Company Limited, Tannadice Park, Dundee, DD3 7JW. Alternatively, the Supporter Services Executive may be contacted by fax on 01382 889398 or by email at supporterservices@dundeeunitedfc.co.uk.

The Club will respond to written complaints as quickly as possible. If it is not possible to resolve the matter immediately, an acknowledgement of the letter of complaint will normally be sent within 3 working days of receipt. Depending upon the nature of the complaint or the complexity involved, the Club will endeavour to forward a full response within 14 days of receipt.

The Club will maintain a record of all written complaints received and use the information provided by this record as part of its programme to continuously monitor and improve its services.

In return, the Club expects supporters to refrain from using foul and abusive language of a racist, sectarian or obscene nature when complaining.


As the Charter will be reviewed and updated from time to time, the Club would welcome any comments and suggestions. These should be forwarded to the Supporter Services Executive, at the Club address above.

The Club will make every effort to undertake all of the policies included in this Charter. However, it will be appreciated that changing circumstances throughout the year may require certain adjustments to be made.

January, 2017

 



CONTACT DUFC

Dundee United Football Club
Tannadice Park, Tannadice Street,
Dundee, DD3 7JW
Telephone: 01382 833166
Fax: (01382) 889398
admin@dundeeunitedfc.co.uk
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