CUSTOMER SERVICE

Our point of contact for customer queries is the Personal Assistant to the Chairman, Julie Simons. She may be contacted as follows: By post - letters should be addressed to Julie Simons, Customer Services, Tranmere Rovers Football Club, Prenton Park, Prenton Road West, Birkenhead, Wirral CH42 9PY or by fax on 0151 609 0606 or telephone on 0871 221 2001 from 9.00am to 5.00pm Monday to Friday or by e-mail to customerservice@tranmererovers.co.uk.

Tranmere Rovers will endeavour to respond to any letter within seven working days of receipt of such letter. 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 following receipt of the original letter.

The Club will respond by whatever method is appropriate taking into account the nature of the initial contact.

ANTI - DISCRIMINATION POLICY

The Club is committed to eliminating discrimination. We will not tolerate sexual or racially based harassment or other discriminating behaviour and will work to ensure that such behaviour is met with appropriate disciplinary action in whatever context it occurs.

CONSULTATION AND INFORMATION

The Club consults supporters on a regular basis through supporters' forums and meetings with supporters associations.

Tranmere Rovers uses its official website (www.tranmererovers.co.uk), matchday programmes and local media to publicise its position on major policy issues or up and coming events.

Tranmere Rovers always strives to keep shareholders, supporters, sponsors, and the local authority informed and updated on relevant issues and changes.

Tranmere Rovers ensures the earliest possible notice is given when communicating changes relating to the pricing of tickets.

The Club is considering undertaking research amongst supporters on the design of new strips.

TICKETING

Tranmere Rovers will seek innovative ways to widen the spectator access to our fixtures. The Club ensures that there is wide access to matches by offering a broad range of ticket prices.

In recent years schemes have been introduced to provide discounted season tickets for Juniors (16 or under), Young Persons (17 to 22 years) and supporters living a significant distance from the Club (over 75 miles radius).

Tranmere Rovers season ticket holders have the option of paying by instalment.

ALLOCATION

At least 5% of tickets to each game are always made available to Non Season Ticket holders.

CONCESSIONS

Tranmere Rovers offers concessionary prices to junior supporters, young people and senior citizens. Concessions for senior citizens are available to men and women who are 60 or more.

The Club endeavours to make all areas of the ground suitable for families but there are designated family friendly areas in all stands, which are close to entrances, exits and facilities. Specially trained stewards will be close by.

There are a small number of restricted view seats in the Main Stand. These are only sold in the event of capacity attendance and customers are notified prior to purchasing a ticket.

DISABILITY POLICY

The Club is committed to ensuring that its disabled supporters and customers have as full access as is reasonably possible to make to all goods, services and facilities provided or offered to the public by the Club.

The Club will operate a concessionary ticketing policy for disabled supporters and will ensure that the scheme does not discriminate between disabled people with differing impairments.

The Club recognises that not all of its facilities are fully accessible to disabled customers and confirms that it is committed to making the necessary reasonable adjustments described by the Disability Discrimination Act and its relevant Codes of Practice to ensure full compliance with the legislation.

The Club has a grievance procedure in place and guarantees to its disabled supporters and customers that any complaints of discrimination will be dealt with quickly under that procedure.

The Club has advised its staff that any incident of discrimination under the provisions of the Act is a serious matter and will be dealt with under the Club's Disciplinary Procedures.

The Club will provide the following:

28 Wheelchair spaces
56 Ambulant disabled spaces
12 Car park spaces

Concessionary admission prices are available and carers are admitted free of charge.

For further information and to book these facilities, contact the Ticket Office on 0871 221 2001.

AWAY MATCHES

Season ticket holders receive priority for the purchase of tickets for away matches when it is considered that demand for tickets may exceed the allocation. The home club determines the cost of these tickets. Details are advertised locally, on the official website and in the matchday programme.

The Club arranges travel to away matches and has provided subsidised travel on a number of occasions over the last few seasons in appreciation of those who travel away.

CUP COMPETITIONS

Tickets for Cup Competitions are priced according to the competition, the stage in the competition and status of the opponent. In some competitions ticket prices must be agreed to by the opponent. Details are advertised locally, on the website and, when possible, in matchday programmes. Ticket allocation depends on the fixture but, whenever demand is expected to exceed the allocation, season ticket holders are given priority. Prices for the FA Cup Final, Carling Cup Final and Johnstone's Paint Trophy Final are fixed by the FA and The Football League, not by the clubs participating in the Final.

RETURNS/ REFUNDS

The Club's policy on the return and distribution of unwanted tickets is to offer a full refund up until 24 hours before kick off. The ticket is then made available for re-sale. After that time, refunds will not be given. This policy may be varied for high profile fixtures and, if so, details will be incorporated into ticket publicity for that match.

If the match is postponed before kick-off, ticket holders are entitled to use the ticket for the rearranged game and customers unable to attend that game are given a full refund up to 24 hours before the re-arranged match. If a match is abandoned after kick-off, spectators are entitled to half price admission to the rearranged match.

ACCOMMODATING AWAY SUPPORTERS

Tranmere Rovers abides by Football League Regulations governing the allocation of tickets to visiting clubs.

Tranmere Rovers does not charge admission prices to supporters of a visiting club, which 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 only exception to this would be where the Club offers discounted tickets to groups such as schools and charities as part of the Club's activities. Reciprocal offers are not available to schools in the locality of the visiting club. The visitors stand ("the Cowshed") has facilities that are better or comparable to those in the Main Stand.

MERCHANDISE

Tranmere Rovers endeavours to ensure that all home replica Strip designs shall have a minimum lifespan of two seasons.

Details of the next intended change of kits are available from the Club Shop.

Tranmere Rovers carries out its obligations under Football League Regulations to prevent price fixing in relation to the sale of replica Strip.

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

COMMUNITY ACTIVITIES

Tranmere Rovers is committed to working with the local community.

Tranmere Rovers' senior staff and players regularly make visits to local schools, hospitals and charities. For more information or to request a school visit please contact Julie Simons.

The 'Tranmere Rovers in the Community' team arranges coaching sessions in the community and gives advice about football, etc. They also run a Ladies Team. For more information please contact Steve Williams, Tranmere Rovers in the Community, Tranmere Rovers Football Club or telephone 0151 608 2354.