ILSA - Independent Liverpool Supporters Association

It is a requirement of all top divsion clubs to submit a customer charter to the Premier League. This customer charter covers ticketing (home and away), racism, disabled facilities, consultation, merchandise etc

LFC's updated customer charter for season 2002-2003 is shown below. There have been a number of improvements in the charter - many relating to points laid out by ILSA in our meeting with Rick Parry.

We would advise anyone to quote the relevant section of the charter in any communications you have with LFC. If you do not receive a satisfactory reply to your communication, send a copy to the Football Association as they closely monitor club charters. Please note that Jonathan Hargreaves has taken over from Bryce Morrison as the person responsible for the charter at LFC.

Liverpool Football Club Charter Season 2001/2002

Liverpool Football Club recognises the unique bond between the Club and its supporters. It recognises and respects the invaluable contribution the supporters make to the life of the Club. As such, the Club makes every effort to ensure that it is open and accessible and communicates as effectively as possible with its supporters.

1. ACCESSIBILITY
1.1 The Club continues to strive for wider access to matches through the following methods:

1.1.1 The Club offers a broad range of ticket prices. Customers buying more expensive seats or packages enable us to charge other customers less for their tickets.
· From single match tickets and family tickets to corporate packages, a range of tickets is available.
· In addition, all season ticket holders and Official Supporters' Club members are admitted free to all reserve team matches.
· Tickets are also available for reserve team matches at £3 for adults and £1 for children.

1.1.2 More than 30% of tickets to each game are made available to non-season ticket holders.

1.1.3 Concessions are available for senior citizens, and for junior supporters. Discounted tickets are provided for supporters with a severely restricted view of the pitch.

1.1.4 two areas of the ground are made available for the exclusive use of family groups and junior supporters.

1.1.5 Help and assistance is provided for disabled supporters and their Personal Assistants. Club Stewards are now being trained on disability issues to ensure that we continue to meet our duties under the Disability Discrimination Act. Tickets for wheelchair users and visually impaired people and their Personal Assistants are available at heavily discounted rates. The Club also provides audio commentary facilities for blind and visually impaired supporters. Full details of facilities and ticket allocation can be obtained by contacting Jill Haywood or Lynne Byrne on 0870 220 2345 or by visiting the Club Website at www.liverpoolfc.tv

1.1.6 The Club offers free or reduced admission to replays of abandoned games. If a match is abandoned before kick-off, ticket holders are entitled to free admission to the rearranged match. If a match is abandoned after kick-off, supporters are entitled to half-price admission to the pre-arranged match. Non-season ticket holders must retain their original ticket stubs.

1.1.7 As a result of recent consultation with supporters, the Club is currently looking at ways of providing alternative methods of payment for season tickets.

1.2 Tickets for Cup competitions are offered at a variety of prices, depending upon the competition and opposition. For example, tickets for the majority of Worthington Cup games are heavily discounted, whilst tickets for later rounds of the F.A. Cup and U.E.F.A. Competitions are generally offered at the same rates as Barclaycard Premiership matches. In addition, more tickets at concessionary rates are generally offered for early rounds of the Worthington Cup. Tickets for Cup matches are usually offered to season ticket holders in the first instance, and then to the general public.

1.3 Refunds for all match tickets are given provided that the ticket is returned to the ticket office not less than 48 hours prior to kick-off.

2.1 The Club's supporters are allocated tickets for away matches as follows: tickets go on sale to season ticket holders in the first instance, and then if any remain, they go on sale to the general public. The hosting club determines the cost of these tickets.

2.2 The Club does not charge admission prices to supporters of a visiting club that are higher than those charged to our own supporters for comparable accommodation. In particular our concessionary rates offered to senior citizens and junior supporters apply to supporters of a visiting club. The Club offers tickets for away disabled supporters at the same admission prices as home disabled supporters. The Club also intends to offer tickets for away visually impaired fans at the same admission price and with the same facilities as home fans.

2.3 The Club abides by the F.A. Premier League Rules governing the allocation of tickets to visiting clubs.

3.1 The Club operates a Priority Ticket Membership Scheme that enables its members to have the opportunity to purchase match tickets for Barclaycard Premiership matches. This Membership Scheme has a capacity of 10,000 members. The number of match tickets available under this scheme is 5,000

3.2 The Club is currently developing a Loyalty Scheme for the distribution of tickets for Barclaycard Premiership Away fixtures, all Domestic & European Cup competitions. It is anticipated that this Loyalty Scheme will be fully operational for Season 2003/04.

4.1 The Club consults supporters on a regular basis through the following methods:
· Regular dialogue and meetings with local community groups
· Meet with recognised supporters associations/groups upon request
· Twice yearly community news brochure
· Premier League supporter panels
· The annual Premier League fans survey

4.2 The Club publicises its position on major policy issues in the Matchday magazine and on the Club website at www.liverpoolfc.tv

4.3 The Club is in regular consultation with shareholders, sponsors, and the local authority. The Club also regularly consults with members of the local community, residents' associations and organisations concerned with the development and regeneration of the Anfield area such as the North Liverpool Partnership and the Stanley Partnership. The Club recognises its role as a major investor in the Anfield and Breckfield area and as such takes a positive interest in the regeneration of the area.

4.4 The Club gives the earliest possible notice of any changes to its ticketing policy and the reasons for the changes.

4.5 The Club, through the Kit manufacturer, undertakes research on the design and number of new Strips.

5.1 The Club recognises the role it can play in generating and supporting activity both in the local community and the wider football community, and is actively involved in a number of schemes:

5.2 Football coaching & tournaments - This includes coaching for boys and girls in mainstream schools, as well as for adults and children with special needs.

5.3 Education - The Reducate Study Support Centre is a learning centre located in the Kop Grandstand, which aims to maximise the potential of school pupils and raise their motivation. A partnership between the Club, the D.F.E.E., the local education authority, and with support from commercial sponsors and the Liverpool Universities, it provides after-school tuition in a relaxed and informal setting. Teaching is structured to enhance school education and provide individual attention, and focuses on Literacy, Numeracy, I.C.T. and Independent Learning Skills. The Centre also runs Summer schools and daytime literacy and numeracy mornings. Attendance for all courses is voluntary and is currently running at over 90%. Demand is high and a range of educational materials unique to the Club is available to all schools, thus ensuring wider access to the facility.

5.4 Performing and Visual Arts - The Club is involved in promoting issues such as anti-racism and anti-drug and crime messages through the media of performing and visual arts.

5.5 Anti-racism initiatives - The Club supports the aims of leading initiatives such as 'Kick it Out' to tackle problems of racism in the game.

6.1 All home replica Strips have a minimum lifespan of two seasons. All away replica Strips have a minimum lifespan of one season.

6.2 The Club provides swing tickets attached to each replica Strip stating the season that the Strip is in use.

6.3 Details of the next intended change of kits are available from the club shop.

6.4 The Club carries out its obligations under the Premier League Rulebook to prevent price fixing in relation to the sale of replica Strip.

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

7.1 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 opportunity for training and promotion regardless of sex, marital status, creed, colour, race, age, disability, sexual orientation or ethnic or national origin and 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.

8.1 To avoid potential confusion, Liverpool Football Club prefers all complaints to be made in writing via e-mail, fax or letter, and will respond to them in like form or by telephone. In the first instance, Liverpool Football Club encourage customers/supporters to contact the department relevant to their complaint. That department is then committed to acknowledge receipt within 5 working days and will endeavour to provide a specific response within 10 days working days of this acknowledgement.

In the event that you feel your complaint has not been dealt with promptly or satisfactorily by the department concerned, Liverpool Football Club requests that you contact in writing Mr. Jonathan Hargreaves, who has overall responsibility for the Customer Charter.