Customer Charter

Customer Charter

Dundee Football Club recognises the special bond between the Club and its supporters. It further 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 its policies and practices are open, accessible and communicated as effectively as possible with its supporters.

The Club will conduct an annual review of its customers charter and associated activates and make changes as found appropriate in line with the guidance from relevant governing bodies. Documentary evidence of this shall be included in its Club Licensing audit submission.

Key Issues

1 Accessibility

2 Visiting Support/ Away Matches

3 Loyalty and Membership

4 Consultation and information

5 Community Activity

6 Equality

7 Customer Service

1 Accessibility

Dundee FC continues to strive for wider access to matches by offering Concession rate tickets for chosen groups (under 12, under 16, full time students over 65s and disabled supporters).Corporate packages are tailored to suit a variety of budgets and requirements.Visually impaired supporters are offered a commentary service which is available to all home matches.Free tickets are issued to children taking part in the DFC in the community soccer camps during the school term holidays.DFC has a comprehensive Ticket Policy which is displayed in the Ticket Office. Tickets can be purchased in person at the Ticket office, by Telephone and on line.Tickets for cup competitions are offered on a preference basis first to season ticket holders, Corporate season ticket holders. Thereafter, they go on general sale.As a general rule tickets purchased are non-refundable except where the club for whatever reason does not fulfil the fixture for which the ticket was purchased. The Club’s Ticket Policy clearly sets out the circumstances under which such refunds are made.

2 Visiting Support/ Away Matches

The Clubs supporters are allocated tickets for away matches in a similar way to that used for home matches. Tickets will normally be offered initially to Season Ticket Holders and Corporate season ticket holders. The hosting club normally determines the cost of these tickets after consultation with the visiting club.The Club will not charge admission prices to visiting supporters which are higher than those charges to home supporters for comparable accommodation. In particular, our concessionary rates offered to senior citizens, young supporters, students and the disabled are also available to the away support.The Club will always adhere to the rules of both the SFA and SPFL when allocating ticket allocations to visiting clubs.

3 Loyalty and Membership.

Dundee FC offer a number of membership packages. DEETV memberships are available on two levels, Home Virtual Season Ticket and Overseas Virtual Season Tickets. These are available in both yearly and monthly sign ups. The Club runs a membership scheme for junior supporters (Junior Dees) which is free to U12 season ticket holders. This entitles members to a range of benefits such as a Junior Dees Birthday & Christmas Card, an invitation to the Christmas Party, and the opportunity to be a mascot, with a random draw being made for each home game.

4 Consultation & Information

The club will consult with supporters on a regular basis through representation by two elected supporters representatives on the clubs main board, Q&A sessions open to all supporters may be orgainsed and regular information disseminated via Official Club website and match day magazine.The club will publicise its position on major policy issues in a concise format in the Match Day Magazine, Official Website and through press releases.The Club will give the earliest possible notice where changes are made to club policies. This will of course have been preceded by Board discussion and decision which will involve supporter’s representatives including the SLO.The Club will, where possible, consult with supporter’s representatives (on the Club Board) regarding the design of both home and away kit. The method and timing of this consultation process will be determined by the Board.

5 Community Activity

The Club supports activity both in the local community and the wider football community and it is actively involved in a number of schemes through its DFC in the community scheme. This looks to bring football to the community whilst tackling important social issues such as disability, racism, discrimination of all kinds and general social inclusion. This scheme employs a full time Community Development Coach who organises and delivers a variety of football based activities in local schools and community facilities.The Club works with outside agencies including the Local Authority to bring our community programme to a variety of social groups including the disabled, ethnic minorities, looked after children and the unemployed.The Club will continue to work with the “Show Racism the Red Card” organisation to tackle problems of racism within football and the wider community.The Club has constructed a Charity Policy which is in place to regulate donations and awards and to ensure a process is in place which is fair and equitable The Club will conduct an annual review of performance against the objectives set out in this document.The club offers pre-arranged stadium tours to all interested parties

6 Equality

It is the policy of the Club that there should be equal opportunity for all. This applies to external recruitment, internal appointments, terms of employment, conditions of service and opportunity for training and promotion regardless of sex, marital status, creed or religion, colour, race, age, disability, sexual orientation, ethnic or natural origin. The club is also committed to the development and promotion of such equality or opportunity. This policy also applies to the treatment of customers, clients and suppliers.

7 Customer Service

Dundee Football Club strives to achieve and provide good value for money in all areas of its business.All Customers will be treated with courtesy and respect.The club will ensure that all information on its automated telephone answering systems is relevant and current.The Club will respond promptly to any contact from customers.For the avoidance of doubt, the club would prefer that any complaints are made in writing by email, fax or letter and will be responded to in the same form. In the first instance we would ask that customer contact the relevant department or director who should acknowledge any complaint within 3 working days of receipt and will endeavour to provide a full response within 10 working days.If you feel your complaints has not been dealt with speedily and within the timescales above, please contact the General Manager, Jim Thomson, who has overall responsibility for customer service. Contact Details are as follows

Post: Dundee Football Club, Dens Park, Sandeman Street, Dundee, DD3 7JY

Tel: 01382 818250

Fax: 01382 832284

Email: jimt@dundeefc.co.uk

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