Port Vale is committed to providing its supporters with a level of service expected from a professional Football Club.This Customer Charter lays out the details of the service.

CUSTOMER SERVICE

The Club's customer service contacts are Bill Lodey, Club Secretary and Ted Wilcox, Ticket Office Manager. They are based at Vale Park, Stoke-on-Trent, ST6 1AW, Monday to Friday 9.00am to 5.00pm and on matchdays from 9.00am until the end of the match.

Their telephone and fax numbers are as follows, Bill Lodey Tel: 01782 655800 Fax: 01782 834981. Ted Wilcox Tel: 01782 655832 Fax: 01782 834981. It is the Club's policy to respond to customers within seven working days and this will be done either by telephone or letter.If it is not possible to provide a full response within this period then an acknowledgement will be issued and a full response given within a further fourteen days.

STAFF CONDUCT

Port Vale staff will conduct themselves at all times in a courteous manner when dealing with customers and will adhere strictly to The Football League anti discrimination policy.

INFORMATION

Information is available via the Club's web-site and match day magazine. The Club continues to develop its relationships with all supporters, i.e able bodied, disabled, hospitality box holders, sponsors and advertisers. Management and Staff are normally accessible at informal functions held at Vale Park during the year. The Club also ensures that all major announcements are made through local media. The Club has stayed with its traditional white team colours at home whilst adopting black as its preferred away change colour. Each kit is rotated bi-annually; prices for our replica kit are priced by size to keep costs reasonable for the supporters.(This may be affected by the change of the Main Shirt Sponsor).

SEATING

The Stadium is all seater with a current capacity of just over 18000. The visitor's area is the Hamil Road Stand and contains 4550 seats.

TICKETING

Ticket prices are competitive and give a wide range of seating within the price structure. Season Ticket prices give good discounts when compared to matchday prices.This does not preclude the club from making special offers during the season i.e Kids for a quid or similar.

The Club also operate a monthly payment scheme allowing supporters to pay for their next year's ticket at the current prices.At least 5% of tickets will be made available to non season ticket holders.

Matchday prices include concessionary rates for juveniles under 9 years, juveniles aged 9-16 years, young adults aged 16-21 years and all senior citizens over 60 years of age. With effect from the commencement of the 2007/2008 Season a Membership Scheme will operate for all home supporters wishing to gain admission at any concessionary rate. The cost is £10 for a period of three years but full terms and conditions are clearly contained on the individual application forms. We will extend these concessionary prices to those visiting supporters housed in the Hamil Road Visitors Stand. Season Ticket rates also include concessions for the above range of supporters. The Club has special concessions for any visiting disabled supporters and has a specialist facility stand specifically for the use of disabled supporters and their helpers.

AWAY TICKETS

The allocation of tickets for away fixtures is prioritised by giving Season Ticket holders priority purchase rights before going on general sale to other supporters. The Club sell these at the price determined by the home Club supplying the tickets.

CUP COMPETITIONS

Prices for cup competitions will be those prices agreed between the competing Clubs in accordance with the rules of the competition.

RETURNS/REFUNDS

Every effort will be made to facilitate the return and re-distribution of unwanted tickets. Following the introduction of legislation to combat ticket touts (section 166 of the Criminal Justice and Public Order Act 1994): any member of the public would be committing an offence if they should offer for sale any ticket that they have purchased. Unwanted tickets should be returned to the Club, before the date of the fixture, where, providing the ticket holder has a genuine reason for returning the ticket(s), a full refund will be given. If any fixture should be postponed before kick-off, ticket holders will be entitled to free admission to the rearranged match.If the match should be abandoned after kick-off, ticket holders will be entitled to half price admission to the re-arranged game. Should the match be abandoned after the second half has kicked-off, then no refund will be given.

ACCOMMODATING AWAY SUPPORTERS

The Club abides by the Football League's regulations governing the allocation of tickets to away supporters. 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 facilities, in particular, concessionary rates offered to senior citizens and junior supporters apply to supporters of a visiting club.

MERCHANDISE

The Club endeavours to ensure that all replica strip designs shall have a minimum lifespan of two seasons. (This may be affected by the change of the Main Shirt Sponsor).

Details of our next change of replica kit will be published to all our supporters prior to its sale via our Web-Site, Match Day Programmes and through advertisements in our local paper. The Club offers refunds on merchandise in accordance with its legal obligations.

COMMUNITY ACTIVITIES

Port Vale will continue to support and develop community based projects.

The Club's highly successful Football in the Community programme continues to grow and provides many different activities for the community that include a School Programme, birthday treats, after Schools Clubs, Saturday morning Clubs and Holiday Soccer Schools. These are open both to boys and girls of all abilities.

Our Community scheme seeks to encourage more people, especially children, to play and watch football but also educates them in issues including teamwork, racial discrimination, fair play and also how to lead a healthy lifestyle. The scheme also assists within the community by way of providing help and transport for old age pensioners to Day Centres etc and also to the Disabled.

STUDY SUPPORT PROGRAMME

Port Vale has a fully equipped Study Centre based at our Community Programme Office.We support the furthering of education in the areas of numeracy and literacy. The Club provides football related rewards, as well as staff and players to support the participants and also present prizes as required.

The Centre is also the base for children who undertake coaching sessions in the school holidays.