Tottenham Hotspur Club Charter Season 2002-03

1. TICKET SALES

To ensure our ticketing service is transparent and accountable, the Club has produced the Ticket Charter which provides essential information and procedures involved when applying for, purchasing and owning a ticket, detailed contact information, Club Ticketing Policies (including the loyalty scheme), and answers to frequently asked questions. The Ticket Charter can be viewed on www.spurs.co.uk or alternatively, send a an A5 self addressed envelope to the Ticket Office for your own copy.

1.1 The Club continues to strive for wider access to matches by offering:

1.1.1 a broad range of ticket prices;

1.1.2 at least 25% of tickets to each game to non-season ticket holders;

1.1.3 concessions for junior members, senior citizen members, seats with a restricted view of the pitch and disabled supporters and their carers;

1.1.4 an area of the Members North Stand (with an additional area reserved in the East Stand) for the exclusive use of family groups and junior supporters;

1.1.5 support for disabled supporters and their carers including separate entrance into and out of the ground, own catering and toilet facilities and use of a lift where required. A Disabled Co-ordinator has been specifically appointed to facilitate disabled supporters' requirements and needs and can be contacted on 020 8365 5161 between 10.00am and 6.00pm Monday to Friday;

1.1.6 free admission to replays of abandoned games, which are called off after spectators have been admitted to the ground, but before kick off;

1.1.7 half price admission to replays of abandoned games, which are called off after kick off.

1.2 Tickets for Cup Competitions are priced in accordance with the tariff set for League games, and are allocated in identical fashion.

1.3 The Club does not offer refunds in respect of sales of season tickets and/or individual match tickets. However, in exceptional circumstances, the Club will consider offering refunds to season ticket holders.

1.4 The Club's supporters are allocated tickets for away matches through a loyalty scheme based on away match attendance. The Club also runs an away season ticket scheme for supporters who can pre-purchase match tickets for all away League matches. A proportion of away tickets may be reserved for Corporate Hospitality use. The costs of the tickets and any concessions are determined by the away club.

2. AWAY CLUB SUPPORTERS

2.1 The Club charges the same admission prices to supporters of a visiting club as it charges it's own supporters for comparable seating in the South Stand and offers concessions to junior and senior citizen away supporters.

2.2 The Club abides by the FA Premier League Rules governing the allocation of tickets to visiting clubs.

3. LOYALTY

Our guiding principles in determining the ticket policies for the Club are that the Club's Loyalty scheme is FAIR and RIGHT for the majority of our fans and should reward those who attend most regularly. Fans who purchase match tickets can accumulate loyalty points towards preferential ticket applications for matches where demand is expected to exceed the available supply. Full details of the scheme is available as part of the Ticket Charter and can be viewed on www.spurs.co.uk or alternatively, send an A5 self addressed envelope to the Ticket Office.

4. MEMBERSHIP

4.1 The Club runs a membership scheme with many benefits including priority bookings, merchandise and stadium tours. Supporters who renew their membership by 1st June receive a discount on the standard membership fee. Full details and membership forms available on www.spurs.co.uk or the Members office.

Members benefits include:

5. CONSULTATION AND INFORMATION

5.1 The Club consults supporters on a regular basis and invites constructive comment through The Tottenham Hotspur Supporters Trust, football forums, www.spurs.co.uk and other official publications as well as through the FAPL's annual fans survey and supporters panels.

5.2 The Club publicises its position on major policy issues on www.spurs.co.uk its official publications and interim/annual reports to shareholders.

5.3 The Club has and continues to develop ways to consult with its shareholders, sponsors, the local authority and other interested parties.

5.4 The Club gives the earliest possible notice of any changes to its ticketing policy and the reasons for the changes. General up to date ticketing information can be found on www.spurs.co.uk, Ticketline 0870011 2222 and in our match day programmes.

5.5 The Club undertakes research on the design and number of new Strips together with its kit manufacturer.

6. COMMUNITY ACTIVITY

6.1 Football In The Community

The Club undertakes considerable and varied community activity through its Football in the Community Scheme. The Club organises courses at the Stadium, Training Ground, North London, Essex and Herts for children of mixed abilities between the ages of six to fourteen to improve their basic skills and enhance their knowledge of the game in a fun, friendly and safe environment. The Club further visits schools in and around the local area to offer coaching, allowing children of all standards opportunities they may not normally have. Generally, the Club strives to reach all areas of its local community - young and old, male and female, able and disabled - not just in relation to football activities but to show the Club recognises the responsibilities it has as an integral part of the area in which they and the Club live and work.

The Club will support a number of community based programmes and initiatives;

6.1.1 Disability Programme - To encourage less abled children to enjoy participation and inclusion in sport by playing in disability tournaments. Sponsored by Barclaycard

6.1.2 Maths Trail Education Programme - Aims to improve maths skill in children from Haringey and Enfield schools whilst utilizing the resources of the football stadium. Children are invited to complete maths tasks around the stadium.

6.1.3 After School Clubs - Encourages children to stay off the street and gain an interest in Sport

6.1.4 Peace Week - Brings all children together from different parts of the community to play football games against one another to break down multi- ethnic barriers. Funded by Railtrack

6.1.5 Football Tournaments - run for local Haringey schools to improve childrens' ball skills, confidence and self-esteem. Funded by McDonalds, C.I.S. and Railtrack.

A copy of the Football In The Community brochure is available on request, please contact 0208 365 5054.

6.2 The Study Support Centre

The Study Support Centre was established on September 2001 and caters for children in the local community in helping them to ‘learn through football' - football as the main motivating factor to help kids improve their IT, numeracy, literacy and study skills.

The centre is funded through central government, Haringey LEA and Tottenham Hotspur FC with the club providing the Centre inside White Hart Lane. The Centre has a state of the art ICT suite complete with an interactive whiteboard. In addition to our mainstream activities, the students tour the ground, visit the shop and attend a Premiership match - with complements from the Club.

Please contact the Study Support Centre Manager on 0208 880 9370 for further information or a full brochure of services.

7. MERCHANDISE

7.1 Under the new kit manufacturing contract all home replica Strip designs have a life span of two seasons and the away Strip designs have a life span of one season.

7.2 The Club provides swing tickets attached to replica Strip stating its launch date

7.3 Details of the next intended change of replica Strip are available from www.spurs.co.uk or upon request from the Club's retail outlets.

7.4 The Club has always carried out its obligations under the Premier League Rulebook to prevent price fixing in relation to the sale of replica Strip and will continue to comply.

7.5 The Club offers refunds on merchandise if requested within a reasonable time subject to proof of purchase.

8. CATERING

Our Caterers, Crown Venue Catering and Lindley Caterers are fully committed to providing high quality catering operations within the constraints of the existing stadium infrastructure. If you have any comments regarding the catering operations, please contact the Catering Services Manager on 0208 365 5157

9. STAFF CONDUCT

9.1 The Club is an equal opportunities employer and all applicants for employment will be regarded equally and be given equal opportunities irrespective of their race, colour, nationality, religion, sex, sexual orientation, marital status, age, disability or ethnic origin.

9.2 The Club expects its employees to deal with the public courteously.

9.3 All customer interfacing staff will be identifiable to those using our facilities. On match days, some will wear high visibility clothing indicating their role e.g. Steward. Staff are expected to be civil, smartly dressed and courteous at all times.

10. THE STADIUM

10.1 The Club endeavors to ensure that the Stadium is maintained to the highest standards ensuring that its safe, functional and pleasant environment for supporters and all other users.

10.2 Supporters are assured that the Club is in communication with the police and local authority to ensure that crowd safety in the stadium and its surroundings on match days in not compromised so far as matters are within the Club's control.

10.3 The Club's match day stewards will receive comprehensive induction training on fire, first aid, general health and safety procedures and customer service.

11. CUSTOMER SERVICE

11.1 The Club acknowledges all complaints received from customers immediately and promised to investigate and respond fully within 10 working days.

11.2 The Club responds by telephone, email, fax or letter dependent upon the nature of the request. If a customer requests a response in writing s/he will receive one.

11.3 The Club encourages customers in the first instance to contact the Manager of the department relevant to their query.

11.4 If your complaint has not been dealt with to your satisfaction, please write to Hester Stuart, Marketing Services Manager who co-ordinates Customer Care and the Customer Charter.

Customer Charter date of issue: __Friday 23rd August 2002_ The Club reserves the right to amend this Charter at any time.