Liverpool Football Club Information Charter 08/09

LIVERPOOL FOOTBALL CLUB INFORMATION CHARTER 08/09

Since its formation in 1892 Liverpool Football Club has always and continues to enjoy a unique relationship with its loyal and dedicated supporter base. It recognises and respects the invaluable contribution made by each and every supporter to the ongoing success and longevity of the Club. As such, Liverpool Football Club endeavours to be open and accessible to its supporters, communicating information via the appropriate channels in a clear and effective manner.

BUYING TICKETS

This is your football Club and we want it to be accessible to as many of you as possible. Our current capacity is 45,276, although on occasions this can be reduced with certain seats becoming unavailable for public sale due to areas for public safety reasons having to be segregated. For the majority of games at Anfield demand for tickets significantly exceeds supply, with almost every fixture selling out well in advance of the actual day of the game. This issue should improve significantly in the future as planning permission has now been received for the construction of a new stadium in Stanley Park. The new stadium, scheduled to be completed in time for the opening game of the 2011/2012 Season will initially be able to accommodate 60,000 spectators. Such is the design of the stadium it ultimately could house up to 73,000 supporters subject to further planning permission being received. Whilst supporters still face three more seasons of football at Anfield it is the club's belief that our ticketing policies make Liverpool Football Club accessible to all sections of the community.

Supporters can purchase tickets through a variety of methods:

In person at the ticket office which is situated in the Kop Grandstand, Walton Breck Road, Anfield, Liverpool and is open during the following hours:- Weekdays - 8.15 am to 5.30 pm Weekends - 9.00 am to 1.00 pm Match Days - 9.15 am up to the advertised Kick-Off time and then for a period fifteen minutes immediately following the final whistle By telephone on:- UK Residents - 0844 844 0844 Overseas Supporters - 0044 870 220 2151 On-line at www.liverpoolfc.tv By post:- Postal applications should be sent to the Liverpool Football Club Ticket Office, PO Box 204, Liverpool L69 4PQ with either a stamped addressed envelope or an International reply envelope enclosed along with a cheque made payable to:- Liverpool Football Club

For each home Premier League fixture tickets numbering in excess of 30% of the stadium capacity are made available for purchase by non season tickets holders. Of this number five thousand tickets are set aside for members of the club's Priority Ticket Scheme (PTS), which is limited to a membership of ten thousand. PTS members are able to apply/purchase their tickets five days prior to the sale to the general public and in the event that any tickets remain from a PTS sale then these will also be made available in the general sale.

SEASON TICKETS

The club operates a waiting list for those supporters wishing to purchase a season ticket at Anfield and supporters should be aware that this is a very extensive with in excess of 65,000 supporters currently awaiting the opportunity to secure their seat for the full season. Any supporter's who would like to join the waiting list should apply by completing a 'Be A Part Of Liverpool FC' application form, which can be obtained from the Ticket Office, the Club Stores, Museum, Reception, by writing to the Club, or by downloading such from the clubs website at: www.liverpoolfc.tv/tickets/fancard.htm by clicking on download Fan Card application form.

PLEASE NOTE that for concessionary adult/child tickets children must be aged under 16 years with a copy of his/her birth certificate being supplied upon application.

FAN CARD/MEMBERS CARDS

The Club is no longer issuing Fan Cards. The Fan card has now been replaced with the Liverpool Football Club Official Membership Members Card; this card can be used in the same way as the Fan Card. Current Fan Card holders who purchase the Official Membership will have their Fan card replaced with the Members Card; this will not affect any data stored against their record. Current Fan card holders can continue to use their Fan card to store purchase history, allowing the Club to operate Priority Ticket Selling arrangements based on previous attendances at home and away games in Domestic Cup Competitions and Cup ties played under the jurisdiction of UEFA. They will not, however, be able to take advantage of other offers made available to the Official Membership.

The Fan Card/Members Card is unique to each supporter and by purchasing one you will be provided with a unique Customer/Card Number and Password. The Customer/Card Number must be used when communicating with the Club and for ticket purchases. The Password will enable Fan Card / Members Card holders to purchase tickets online at www.liverpoolfc.tv.

All Season Ticket Holder's are provided with a Members card which has replaced the old style voucher/coupon book and these are now used as a method to gain access to the stadium on match days. The introduction of this automated entry/access system to Anfield has in the Club's view helped to reduce, although not as yet eradicate the problem of tickets being sold for above face value/touted for the majority of our home games.

Further information on the new Liverpool Football Club Official Membership can be obtained from the Club website at www.liverpoolfc.tv/membership, by telephoning 0844 844 2005 or by writing to the club.

MEMBERSHIP

Liverpool Football Club Official Membership was established to provide an important link between the Club and its worldwide supporter base. The Official Membership is open to both Adults and Children with the benefits offered being exclusively designed for members.

All official supporters clubs throughout the world are registered with the Association of International Branches. This provides a unique and fantastic communication link with our network of supporters both in the United Kingdom and internationally around the globe. It also serves as a social network for all supporters of Liverpool Football Club throughout the world. Each year, branch representatives are invited to attend an official AIB function at Anfield.

The Priority Ticket Scheme (PTS) is a membership linked with the Official Membership, providing its members with the opportunity to purchase tickets for each home game played in the Premier League. Membership of the scheme is capped at a maximum of 10,000 members and the Club makes available for each home Premier League match 5,000 tickets exclusively for purchase by members of the PTS scheme.

For further details on any of our memberships please visit the Club website or contact the Membership Office, whose details are set out below: -

Membership Office Liverpool Football Club Anfield Road Liverpool L4 0TH

Tel: 0844 499 3000 Fax: 0151 264 7213

PRIORITY SELLING ARRANGEMENTS (HOME DOMESTIC CUP & HOME UEFA COMPETITION MATCHES)

Tickets for these fixtures are now sold on a priority basis. In the first instance for each home game of the respective competition we will offer tickets to all Season Ticket Holders, then to all supporters with a Fan Card and then, subject to availability to members of the general public. For subsequent home games in each competition we will initially offer tickets to those who have attended the previous match or matches. All ticket purchases must be stored on the Fan Card in order to qualify.

ADMISSION PRICES

From single match and family tickets to corporate packages, a range of tickets are available for all first team matches at Anfield. For Season 2008/2009 tickets for Premier League matches are priced from £35.00. Tickets for Cup competitions, both domestic and European will be offered at a variety of prices, taking into consideration the competition and our opponents. For example, tickets for the majority of League Cup games, FA Cup ties against lower league opposition and UEFA Competition qualifying ties are heavily discounted, whilst tickets for later rounds of the FA Cup and UEFA Competitions are generally offered at the same rates as those charged for Premier League matches. In addition, more tickets at concessionary rates are generally offered for early rounds of the League Cup. A full list of ticket prices and categories can be obtained from information posted on the Notice Board outside the Club Ticket Office, on the Club's website at www.liverpoolfc.tv/tickets/howtoapply.htm or by writing to the club.

CONCESSIONS Concessionary tickets are available for both senior citizens and junior supporters aged Under 16. Adult/Child tickets are available in the Anfield Road Upper Stand in areas reserved for the exclusive use of family groups and junior supporters.

Seats that provide a restricted or severely restricted view of the playing area are discounted.

DISABLED SUPPORTERS

Help and assistance is provided for all disabled supporters and their personal assistants. Every Club Steward has or if newly appointed will receive training on disability issues to help and assist disabled supporters (both home and away) who attend games at Anfield. Tickets for wheelchair users, visually impaired supporters, ambulant disabled and their Personal Assistants are available from the Club Ticket Office. Details of ticket prices can be obtained from information posted on the Notice Board outside the Club Ticket Office, on the Club's website at www.liverpoolfc.tv/tickets/howtoapply.htm or by writing into the club.

Wheelchair places - the stadium has availability for up to two assistants to sit with each wheelchair user. Wheelchair places are situated in the Kop, Paddock and Anfield Road Stand with full disabled access into and out of the stadium as well as to disabled toilet facilities. Any supporter who has not previously applied for tickets in this section of the stadium will be asked to provide the Club with a letter from the Department of Work and Pensions confirming as to whether they are on a medium or higher rate of care.

Visually Impaired - Supporters applying for visually impaired tickets for the first time will have to provide the Club with a copy of their BD8 certificate which will then be held on file for future reference. Seats are available in the Paddock Enclosure, with availability for up to two assistants to accompany them to a game. The Club also provides headsets offering full match commentary.

Ambulant Disabled - We have a small number of ambulant disabled tickets available in the Main Stand Paddock, with full disabled access in to and out of the stadium. Facilities for disabled supporters are also accessible. Any supporter who has not previously applied for tickets in this section of the stadium will be asked to provide the club with a letter from the Department of Work and Pensions confirming as to whether they are on a medium or higher rate of care.

Applications for home league matches should be made in writing five weeks prior to the game including credit or debit card details or enclosing a cheque made payable to Liverpool Football Club.

For Cup games, prices and selling arrangements can vary and will be announced via the selling notice which is published in the local media and on the club website. Again a postal application is required with all applications being addressed for the attention of the Disabled Ticket Coordinator, at the address below. In the event that you should have a query regarding disabled tickets/admission, supporters should contact one of the clubs designated Disabled Ticket Coordinators, whose contact details are set out below :-

Disabled Ticket Coordinator - Emma Harrison Liverpool FC Ticket Office PO Box 204 Liverpool L69 4PQ

Tel: 0151 264 2320 Fax: 0151 264 1416 Email: [email protected] Textphone: 0151 264 2020

ADANDONED GAMES

In the event that a first team match at Anfield is abandoned, the policy of Liverpool Football Club is as follows:-

Should a first team match be abandoned before kick-off then ticket holders will be entitled to receive free admission on the date of the rearranged game. In the event of a first team match being abandoned at any time after the game has started then ticket holders shall be entitled to half-price admission for the re-arranged date. It is imperative that non-season ticket holders retain their original ticket stub's to present to the Club for when they purchase another ticket's for any game that has had to be abandoned after it has kicked off.

REFUNDS

Refunds for tickets to all home matches are given to supporters provided that the ticket's is/are returned to the ticket office not less than 72 hours prior to the advertised kick-off time.

RESERVE TEAM MATCHES After a successful first season (2007/2008) playing our Home games in the Barclays Premier Reserve League (North) at the home of Warrington Wolves Rugby League Club, we shall in 2008/2009 be returning to The Halliwell Jones Stadium, Winwick Road, Warrington WA2 7NE.

Season Ticket Holders are subject to availability and upon production of their valid Liverpool Football Club Fan Card entitled to free admission at all home Barclays Premier Reserve League (North) fixtures. Members of the Liverpool Football Club Official Membership and of the Priority Ticket Scheme (PTS) will be entitled to receive a discount of £2.00 per valid Members Card upon production of such at the turnstiles, subject to availability on the occasion of each home game.

Admission prices for Season 2007/2008 for members of the general public who are not in possession of one of the aforementioned cards are - £5.00 for Adults and £2.00 for Children aged sixteen years or under and Senior Citizens.

It is anticipated that all our home games in the Barclays Premier Reserve League (North) will be played at The Halliwell Jones Stadium. However on occasions it is possible that these matches may have to be rescheduled and played at an alternative venue such as Anfield or at the Liverpool Academy, The Liverpool Way, Kirkby, Merseyside L33 7ED. Upon a reserve team fixture being rescheduled, details of such change to the date of a game or venue or kick-off time will be immediately advised to supporters via the club website and local media outlets.

For the first time supporters can if they so wish purchase tickets in advance of any game at The Halliwell Jones Stadium by contacting Warrington Wolves direct either by telephone on 0871 622 1879 or via their website at www.warringtonwolves.com.

Due to first team commitments it is common practice for Reserve Team games to be rescheduled at relatively short notice. Supporters are recommended to always check that any fixture is being played as announced by contacting either the Club Website or the Club on 0151 263 2361 at least 48 hours prior to each game.

VISITING SUPPORTERS

Supporters of Clubs visiting Anfield will be allocated up to 3,000 seats in the Anfield Road Lower Stand. Prices will be the same as those paid by our own supporters for comparable accommodation in the same stand, including concessionary rates. The Club offers tickets for visiting disabled supporters at the same admission prices as home disabled supporters. Similarly, we will offer tickets for visiting visually impaired supporters at the same admission price and with the same facilities as home supporters. Visiting wheelchair supporters will be located with Home wheelchair supporters in an area adjacent to those sections reserved in the Anfield Road Stand for visiting supporters.

AWAY MATCHES (DOMESTIC)

At the beginning of the 2003/2004 season the club introduced a new Priority Scheme to reward those supporters who travelled most regularly to watch the team play in domestic competitions. This scheme will continue to operate throughout the current 2008/2009 Season.

Initially tickets will be placed on sale to Season Ticket Holders who have purchased tickets for a specified minimum number of games played during the previous season. All data covering matches attended by supporters will be held on their Season Ticket Fan Card. Ticket stubs will only be applicable/required if and when requested in any Selling Notice issued by the Club.

Details of the number of games that supporters will need to have attended will be included on the selling notice issued by the Club for each domestic away fixture.

On any occasion when tickets are still available after all priority sales have been completed then these shall be placed on sale to the general public.

The host Club will always be responsible for setting admission/ticket prices for all domestic away games

AWAY MATCHES (EUROPEAN)

Any supporter's wishing to apply for a ticket's for an away game in any European competition played under the jurisdiction of UEFA must either be a Season Ticket or Fan Card holder. The possession of either of these entitles the holder to apply to the Ticket Office for a ticket (one per membership) or to book on an organised trip with a recognized tour operator.

Please note that the Club will endeavour to give supporters the earliest possible notice of any changes that are made to our ticketing policies and the reasons for such changes.

CONSULTATION AND INFORMATION Regular dialogue and meetings with local community groups Meetings with recognised supporters' associations/groups upon request A twice yearly community news brochure Premier League supporter panels The annual Premier League Fan Survey

Details of any major policy decisions or changes at the Club will be published in the Match Day programme and on the Club website at www.liverpoolfc.tv.

The Club is in regular consultation with former shareholders, sponsors, and the local authority. We also consult 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 Stakeholders Group, Anfield Breckfield Partnership Forum, Anfield Breckfield Community Partnership, Anfield Breckside Community Council and Breckfield North Everton Community Council. The Club recognises its role as a major investor in the Anfield and Breckfield areas and as such it plays a key role in the regeneration plans for these communities.

COMMUNITY ACTIVITY

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:-

Football in the Community - This includes coaching for boys and girls in mainstream schools, as well as for adults and children with special needs. This programme also provides after school and holiday coaching programmes. The Community Department has a significant school assembly programme entitled "Truth 4 Youth" which covers important issues such as health, bullying, racism, gun crime and team work. Our Football in the Community Scheme has been granted Charitable Status, Registered Charity Number 1096572

Education - Reduc@te is the "Playing for Success" Centre located in the Kop end of the famous Anfield Stadium. The Centre celebrated its eighth birthday in 2007 and since its opening in July 2000 in excess of 27,000 school pupils have benefited from the exciting educational opportunities provided by the centre. In addition to providing "out of hours" learning programmes for local youngsters, Reduc@te has developed an extensive day time range of activities to help schools complement their curriculum requirements. Language classes, particularly Spanish have become increasingly popular at the Centre but the key focus with the majority of children continues to be that of improving literacy, numeracy and ICT skills. Reduc@te's summer programmes, which operate throughout the school summer holidays provide a variety of and enjoyable activities for children from the local community. In addition to a full time Centre Manager, Reduc@te has a full time Curriculum Development Officer whose role is to produce all curriculum material to be used at the Centre. These materials are also made available online for schools to download from the official Liverpool Football Club website at www.liverpoolfc.tv. The educational partnership with FC Barcelona continues to flourish and in March 2007 a group of Catalan students visited Liverpool, enjoying a four day visit to the city during which they attended the UEFA Champions League fixture at Anfield between the two clubs. A reciprocal visit took place in May when youngsters from a Liverpool Junior School travelled over to Barcelona for three days to sample life in mainland Europe. A successful funding bid from Reduc@te secured additional monies in the last twelve months to substantially refurbish the Centre and provide a brand new minibus to assist in the transportation of children to and from the Centre. Reduc@te continues to support Liverpool schools Work Placement programmes providing opportunities for young people to spend up to two weeks at the Centre gaining valuable work experience. The strong partnerships developed with the three Universities of Liverpool ensure that Reduc@te has a valuable source of talented students available to attend the Centre where they will be provided with valuable knowledge and guidance.

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

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

The Club co-ordinates a European funded 'Action for Health' programme for North Liverpool working with local and regional organisations to provide information and educational programmes, health checks and schools programmes to tackle poor health and promote healthy living. It also participates in the Healthy Stadia programme through Heart of Mersey that seeks ways of offering healthy choices to supporters and staff.

MERCHANDISE

All home replica Strips have a minimum lifespan of two seasons. All away replica Strips have a minimum lifespan of one season. Swing tickets are attached to each replica Strip stating the season that the Strip is in use. Details of the next intended change of kits can be obtained from the Club shop. The Club carries out its obligations under the Premier League Rulebook to prevent price fixing in relation to the sale of replica Strips.

We offer refunds on merchandise in accordance with our legal obligations. The Club, through the Kit manufacturer, undertakes research on the design and number of new Strips used by the team.

ANTI-RACISM

The Directors, Players, Management and Staff of Liverpool Football Club wish to make clear their abhorrence of racism in any form, a view that we are sure most supporters attending matches at Anfield will share. All supporters are welcome to attend matches at Anfield regardless of the colour of their skin, ethnic background, cultural or religious beliefs.

Any supporter caught racially abusing other supporters or any of the match participants faces arrest, prosecution, confiscation of their season ticket and being banned from attending future games involving Liverpool Football Club. Should you at any time hear or witness any abuse of this nature then please report it to the nearest steward or alternatively you can in confidence telephone the clubs Anti-Racism Incident Reporting Line on - 0800 298 4999. The Club is committed to thoroughly investigating all complaints left on this free phone number.

The Club is committed to continue working with football's anti-racism campaign, Kick It Out, to ensure that everything possible is being done to make Anfield an environment free of racism.

STAFF CONDUCT

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, 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.

CUSTOMER SERVICE

In the event that you should need to contact the Club either with a suggestion, complaint or any other feedback, then our Customer Services department can be contacted either by telephone on 0844 844 2005, by e-mail at [email protected], by facsimile on 0151 261 1416 or by post to Customer Services, Liverpool Football Club, PO Box 204, Liverpool L69 4PQ. You will then receive a response in a similar format - therefore if you would like the Club to telephone you, please include a relevant telephone number's.

If you do have reason to lodge a complaint with the Club, you should in the first instance contact the department which is relevant to the issue that you are complaining about. That department is then committed to send you an acknowledgement confirming receipt of your complaint within five (5) working days and shall endeavour to provide a specific response within ten (10) 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, you should write to Mr Ian Silvester, Assistant Secretary of Liverpool Football Club who has overall responsibility for the Clubs Customer Charter.

Further information on many of the policies and activities described above can be found on our website at www.liverpoolfc.tv, in our match day programme and in the Clubs weekly magazine.

Liverpool Football Club, Anfield Road, Liverpool L4 0TH Telephone: (0151) 263 2361 Facsimile: (0151) 260 8813 www.liverpoolfc.tv