CUSTOMER CHARTER The EFL is committed to providing excellent service to its stakeholders and club supporters. This Charter sets out The League's policies. CUSTOMER SERVICE Andrea Brown is the Customer Services Manager at the EFL and is the principal contact for matters relating to Customer Services. The League is a listening organisation, which aims to be open and fair in its dealings with all persons representing the interests of the game. The aims of the EFL Customer Services Department are to provide a professional and approachable point of contact within The League for supporters and other members of the general public who need help, advice and information on any aspect of The League’s activities, and work within The League to ensure that a high level of customer service is provided to all our members and by all our members. Contact with the unit can be made in the following ways: By post: Letters should be addressed to Customer Services Department, the EFL Operations Centre, Edward VII Quay, Navigation Way, Preston PR2 2YF. By direct dial telephone: on 01772 325829 By fax: on 01772 325801 By e-mail: to firstname.lastname@example.org Normal Office Hours are 9am to 5pm, Monday to Friday. The League will endeavour to respond to any letter, fax or e-mail within 7 working days of receipt of such communication. If it is not possible to provide a full response to the issue raised within that time, an acknowledgement will be sent and a detailed reply will follow within 21 working days of receipt of the original communication. We will attempt to resolve all justifiable complaints within 28 working days. If, however, this cannot be done, we promise to keep the complainant updated on the progress of the complaint. The complainant does have the option after 28 working days of taking the complaint to the Independent Football Ombudsman if they are dissatisfied with the progress made. Further details about the Independent Football Ombudsman can be found at www.theifo.co.uk. Details of all complaints are recorded and information will be provided to the Independent Football Ombudsman as part of the reporting process. STAFF CONDUCT Employees of the EFL will conduct themselves in a courteous and responsive manner when dealing with all internal and external stakeholders. The EFL is committed to treating all people equally and fairly and have policies and procedures in place to safeguard individuals. ANTI-DISCRIMINATION POLICY The EFL is committed to promoting and valuing diversity and eliminating all forms of discrimination encompassing direct, indirect, associative or perceptive discrimination to all involved in the Professional Game. All individuals have the right to be treated with consideration and respect and the EFL is committed to eliminate each and every form of bullying, harassment which includes third party harassment, and victimisation. The EFL promotes inclusion and anti-discrimination both internally and externally and is committed to working with partner agencies to provide education and information to promote this. The EFL has procedures to deal with any allegations of prejudice ensuring that all individuals can raise their issue through the channels explained in this charter. On the receipt of any such complaint, the EFL will investigate, if appropriate, with assistance from other football and statutory agencies, and make recommendations and/or change procedures as necessary. SAFEGUARDING CHILDREN, YOUNG PEOPLE AND VULNERABLE ADULTS The EFL is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staff and volunteers to share this commitment. With so many people involved in and influenced by professional football, it is essential that the EFL and its member clubs acknowledge the role that they play in creating a safer environment for everybody involved in the game, especially for the more vulnerable, including children and young people. The EFL is working closely with other football governing bodies to help contribute to this safer environment. To this end, the EFL has developed and recently reviewed the Safeguarding ‘Good Practice Guidance’ to ensure member clubs are clear on their responsibilities in helping to make football a safer place for all. The guidance also endorses and promotes the Safeguarding Policy and Procedures developed across Affiliated Football in addition to those produced by The Football Association. This ensures that we have a proactive and integrated approach to safeguarding everybody within football. It recognises that professional clubs have a duty of care to all children, young people and vulnerable adults who participate in their activities and it outlines the arrangements clubs should have in place to meet that duty. COMMUNITY The EFL Trust is a national football charity which unites the inspirational work delivered across England and Wales by its dedicated network of community trusts associated to EFL clubs. These charities have a combined annual turnover of over £44 million, and 2,500 members of staff, including teachers, coaches and professional health workers. The global game speaks in a language people understand, with the power to go further where others fall short. The Trust embraces this magic to raise the aspirations of millions by delivering dynamic initiatives to a diverse demographic. Using the magnetism of club badges to connect, The Trust tackles society’s greater goals by promoting people and championing community through powerful projects built upon a foundation of sport, education, inclusion and health. Aspiring to change lives and create a legacy, The Trust excels in youth engagement, bringing learning to life through the spirit of sport. Beyond this, rising to the challenge of wider government agendas, from drug rehabilitation to dealing with dementia, The Trust provides an unrivalled platform for its partners to achieve against development and social responsibility targets. Since kick-off in 2007, winning partnerships have played an integral role, and today, The Trust is proud to team up with numerous organisations to turn goals into reality, including; the EFL, Premier League, The PFA, The FA, Sport England, Ferrero NCS, The Open University, University of South Wales, Network Rail and many more. Trustees John Nixon (Managing Director, Carlisle United) - Chairman Mal Brannigan (Managing Director of Sheffield United) Gordon Taylor (Chief Executive, The PFA) Simon Morgan (Head of Community, Premier League) Mike Farrar (CEO of the NHS Confederation) Donald Kerr (Co-Vice Chairman, Brentford FC) Charlotte Hill (Chief Executive, Step up to Serve) Peter Ackerley (Senior National Game Development Manager, The FA CONSULTATION The EFL continues to foster a good working relationship with other footballing bodies which include The Football Association, The Premier League, The Football Conference, The Professional Footballers Association, The League Managers Association and The European Professional Football Leagues. The EFL consults at national level with the Football Supporters' Federation, Supporters Direct and Level Playing Field (formerly the National Association of Disabled Supporters), contributing to discussion and responding to issues in order to improve supporters’ experience and enjoyment of the game. The League also has representation on the Kick it Out Professional Game Guidance Group and continues to develop ways to consult with other football bodies and Government. TICKETING The EFL, as event organiser, has direct responsibility for the staging of the final ties of the Capital One Cup, the Johnstone’s Paint Trophy and the EFL Play-Off Finals. The following policies apply in respect of these EFL events: Pricing The League continues to strive for wider access to matches by offering a broad range of ticket prices. Allocation The EFL will endeavour to allocate 80% of the available tickets to the two clubs competing in the final. Concessions Concessions will be available to junior supporters (16 years and under) and senior citizens (age determined in accordance with the ticketing policy of the competing clubs). Disabled Spectators Designated places will be available for disabled spectators in wheelchairs and their carers. These tickets will be distributed by the two clubs competing in the Final, at a cost equivalent to the relevant price for the area they are in and provide a personal assistant space free of charge (where a PA is required). Ambulant disabled supporters’ tickets will also be available. Again these tickets will be distributed by the two clubs competing in the Final, at a cost equivalent to the relevant price for the area they are in and provide a personal assistant space free of charge (where a PA is required). Concessionary prices will apply across all of these tickets. 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 for one of the EFL's Finals. Any unwanted tickets should therefore be returned in advance of the fixture to the point of sale (usually one of the clubs competing in the Final), where, providing the ticket-holder has a genuine reason for returning the ticket(s), a full refund will be given. If any of the EFL's Finals should be postponed before kick-off, ticket holders will be entitled to free admission to the rearranged game. If the match should be abandoned after kick-off, ticket holders will be entitled to half price admission to the rearranged match. DATA PROTECTION The EFL complies with The Data Protection Act 1998 and all other relevant legislation. All personal data held following communication with the Customer Services Department is only used for the purpose it is collected and is kept for as short a time as possible. The EFL is committed to the safe handling, use, storage, retention and disposal of personal data and a written policy on this is available. SOCIAL MEDIA The League has official social media accounts, including Facebook and Twitter. These accounts are outlets both to provide official information and news on the EFL and through which The League can engage with supporters. The League however cannot guarantee a response to every supporter who contacts us via our social media channels. Should supporters wish to make an enquiry or complaint they should follow the procedure outlined in the Customer Service section of the Customer Charter. OFFICIAL CHARITY PARTNER For 2016/17 Season Prostate Cancer UK are the Official Charity Partner of the EFL. The EFL is watched by over 16 million fans a season of which 77% are men, a ¼ of which are over 45. Everyone with a father, husband, partner, brother, son or best mate, has a vested interest in this cause. For further information visit the EFL website.