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CLUB CHARTER

The Huddersfield Town Club Charter outlines principal commitments and policies, including those for ticketing, to ensure transparency and accountability.

Huddersfield Town is always reviewing key policies, which may change during the course of the season. If they do, this Charter will be updated.

Huddersfield Town is committed to providing excellent quality service and a value-for-money match day experience. They are integral parts of our values.

The Club's strategy is unchanged from the start of the ‘New Era’
"…. working together to be a successful, sustainable and financially viable Football Club, that we can all take pride in…."

The Club’s 10 values will be at the heart of everything it does:

- Honesty - It will be fair, truthful and morally upright
- Integrity - It will be steadfast and adhere to high principles and professional standards
- Trust - It will give people confidence in the good qualities of the Club, especially fairness, honour and ability
- Commitment - It will be devoted and dedicated to the Club, the players, the fans and its Community
- Pride - It will recognise the importance of all the Club efforts and achievements; that have made Yorkshire and our Club great
- Respect - It will have high regard, recognition and appreciation for everyone we deal with
- Quality - It will strive to have the highest standards we can in everything undertaken by the Club
- Value - It will provide value for money
- Success - It will be driven and focused on achieving individual, collective and Club success
- Character - It will be courageous, straight talking and entrepreneurial together with all its other qualities and values that is what will make Huddersfield Town distinctive

From its mission statement and values, the Club makes a 10-point pledge to its supporters, people and community to be:

- Always Sincere, Never Pretentious
- Always Positive, Never Downhearted
- Always Personal, Never Condescending
- Always Striving, Never Pushy
- Always Straight Talking, Never Lecturing
- Always Leading, Never Dictating
- Always Confident, Never Arrogant
- Always Inspiring, Never Depressing
- Always Honest, Never Deceitful
- Always HTAFC, Never Self-Interested

The Club will:

- Improve the match day experience, on and off the pitch
- Improve quality and breadth of communication with supporter’s groups
- Create an inspiring environment where people want to be associated
- Maintain a high level of commitment to all its supporters, especially families and young supporters
- Be seen as entrepreneurial, courageous, confident and willing to take a risk
- Make a difference in the community
- Attract new people to its following
- Become the place to be seen, be the place to do business, the place to bring your family and the place to enjoy football
- Embrace new business, youth and fresh thinking
- Have an open-door policy; it will be accessible - everyone is welcome to enjoy a family, business or social day out that will entertain and cross all divides

Huddersfield Town regards excellent service as a top priority for the business.

Any complaints or general enquiries are initially channelled into its general enquiries line 01484 960 600, and then routed to the relevant department if the enquiries operative is not able to give a satisfactory answer. Alternatively, the general enquiries email address is info@htafc.com.

General enquiries response times may vary due to the high volume of calls, particularly when match tickets go on sale.

It is the Club's policy to respond to supporters within a maximum of seven working days and this will be done either by telephone, email or letter. If it is not possible to provide a full response at that time, an acknowledgement will be sent, and a detailed reply will follow within 21 working days of receipt of the original communication.

If a supporter is not satisfied with the immediate response, or if the issue is more complex, put the complaint or enquiry in writing either by email to ann.hough@htafc.com or by letter to Ann Hough, Huddersfield Town, John Smith's Stadium, Stadium Way, Huddersfield, HD1 6PX.

The Stadium office hours are Monday to Friday 9am and 5pm and on match days from 9am until kick-off. Out of hours, Ann would welcome correspondence via email.

Hospitality - Tracy Nelson - tracy.nelson@htafc.com
Partnerships - John Williams - john.williams@htafc.com
Advertising & Events - Alex Nicholson - alex.nicholson@htafc.com
Retail - Luke Cowan - luke.cowan@htafc.com
Tickets - Sue Beaumont - sue.beaumont@htafc.com
Supporter Services - Robyn Kennerdale - robyn.kennerdale@htafc.com
Communications & Marketing - David Threlfall-Sykes - david.threlfall-sykes@htafc.com
PPG Canalside - Lesley Turner - lesley.turner@htafc.com
Promotions - Karen Haigh - karen.haigh@htafc.com
Head of Safeguarding - Karen Crosland - karen.crosland@htafc.com
Town Foundation Chief Executive Officer - Siobhan Atkinson - siobhan.atkinson@htafcfoundation.com
Town Foundation Operations & Events Manager - Julie Sheffield - julie.sheffield@htafc.com
Academy Secretary - Karen Jagger - karen.jagger@htafc.com
Financial Controller- Sasha Dobson - sasha.dobson@htafc.com
IT Manager - John Armitage - john.armitage@htafc.com
HR Manager – Zoe Shackleton – zoe.shackleton@htafc.com

If you are unsatisfied by the Club's response, or failure to respond, you can contact:
The Independent Football Ombudsman
Suite 49
57 Great George Street
Leeds
LS1 3AJ

The Club seeks to ensure that the talents of all employees are fully maximised, and that opportunities afforded to employees and prospective employees will be solely on the grounds of ability. To achieve our equality aims, no employee or job applicant will receive less favourable treatment by the Club in relation to any Protected Characteristic as defined in the Equality Act 2010, or any other unjustifiable reason. This policy and approach applies to all current and prospective employees.

Huddersfield Town will use all reasonable endeavours to give the earliest possible notice of any changes to its ticketing policy and the reasons for such changes.

All ticket sales are subject to terms and conditions and the stadium regulations. For full details on the ticketing policy please visit the tickets section on the website HERE.

Purchasing

Match tickets can be purchased in the following ways, subject to ticket allocation and on-sale dates. Please refer to the Club's communication channels for full ticket details of the relevant fixture.

Before booking home match tickets, please note that the online booking service is the fastest and most effective way of securing your tickets for matches. There may be occasions when it will be a requirement that a previous booking history is required, and we therefore recommend that you have activated your online account and you keep your details up to date. The Ticket Office staff will be happy to help with any queries regarding your account.

Online

In order to ease ticket purchasing, Huddersfield Town has an online ticket purchase system to satisfy demand and increase speed of purchase. Tickets may be purchased 24 hours a day, seven days a week:

- Go to our home page, htafc.com
- click on 'Tickets'
- click on the sub heading of 'Buy Online'.

If you have not purchased match tickets online before and you are already a Season Card holder, you will need to activate your account.

If you are not a Season Card or Member you will need to register your details and create an account before being able to purchase tickets online.

The Club will continue to implement 'TicketFast', for every Huddersfield Town home fixture throughout the 2019/20 season. This system allows supporters to print their purchased tickets at home (rather than collect from the box office or have them posted out). There will also be an option introduced during the 2019/20 season for a digital ticket to be sent to your smart phone.

Please note that all online sales will be subject to pre-advertised administration fees, although ‘print at home’ tickets incur no fee.

By telephone

Ticket line: 01484 960 606 and select the relevant option
Opening Hours for options 1 & 2 only are
Monday to Friday 9am-5pm
Weekends and Bank Holidays 10am - 4pm
You will require your postcode and house number, together with a valid credit/debit card.
Remaining options are as per the ‘In person’ hours shown below

In person

Ticket Office Opening Hours:
Monday to Friday 9.30am-5pm
Saturday (non-match day) 9am- noon
Saturday (match day) from 9am until kick-off
Sunday (match day) 10am until kick off

Payment Options

All major credit/debit cards are accepted except for American Express and Diners Club Cards.
All card transactions are subject to administration fees as outlined.
In addition, Huddersfield Town offers supporters the chance to pay for their Season Card by instalment plan with V12 Retail Finance over 10 months.

Away Supporters

The Club abides by the EFL’s regulations governing the allocation of tickets to away supporters.
The Club does not charge admission prices to supporters of a visiting club that is higher than those charged to our own supporters for comparable seating. The away supporters' seats are in the Abzorb Stand (South Stand) and the comparable home area is the Fantastic Media Family Stand Upper Tier (North Stand). Any concessionary rates offered to senior citizens and junior supporters will apply to supporters of a visiting club.

Disabled Access

The Stadium currently has wheelchair spaces on the front rows of both sides of the pitch together with 16 elevated wheelchair spaces on a raised platform in the corner, which have provision for the personal assistant to sit adjacent to the supporter. There are 16 elevated wheelchair spaces in the Abzorb Stand which have provision for the personal assistant to sit in front of the supporter, as well as a row along the front of the stand with provision for 25 wheelchair spaces and for the personal assistant to sit adjacent.

Details of all ticketing arrangements and disabled support services can be obtained by contacting 01484 960606 (Option 5); by emailing disability.liason@htafc.com or by post, ‘For the Attention of Disability Liaison Officer, Huddersfield Town, Stadium Way, Huddersfield, HD1 6PX.’

Pricing

Ticket prices in all areas of the John Smith's Stadium for the 2019/20 season are £30 Adults, £20 over-60s, £15 under-18s and £10 under-8s (this category is pre-purchase only).
Ambulant disabled supporters pay the relevant price and receive a complimentary personal assistant ticket.
Wheelchair Users are £20 with a complimentary personal assistant.

Cup Competitions

Tickets for Cup competitions are priced as home League games or, dependent on the stage of the competition and agreement with the opposition, may be reduced.

Concessions

The Club offers concessionary rates on match tickets for Under-18s and Over-60s.
Disabled tickets are available with complimentary access for the person assistant (this applies to both match tickets and Season Cards).

Away Matches

After much consultation, a new Points System was introduced at the beginning of the 2018/19 season.
- Supporters are allocated points for the last 11 years’ Season Cards.
- Blue & White Foundation Membership (points per season, starting last season)
- Terrier Membership (points per season, starting last season)
- Additional points for attendance at away games in 2017/18 and 2018/19.
- Number of points is displayed on online accounts. Points for away games are added retrospectively during the season.

General Sale

Subject to availability and for supporters with a previous booking history.

Ballot

Should tickets not reach general sale, 10% of each away allocation will be available via open ballot to supporters who must have a previous booking history with HTAFC during or prior to the 2018/19 season. Ballot instructions are published with each Ticket on-sale story when published on the website. Should this change at any point during the season it will be advertised on the website.

Due to TV coverage certain matches may be subject to change of match date and kick-off time. It is the responsibility of the ticket holder to ascertain the rescheduled match date and kick-off time, which is communicated through the Club's communication channels.

Relocating/Returns/Refunds

Season Card holders who are unable to attend a game can take advantage of our Terrier Exchange scheme where they can release their ticket for sale and receive a credit towards their next year’s Season Card. Alternatively, they can forward their ticket for use by a friend or family member. Full details of the scheme appear on the website. To maximise attendances, all Season Card holders are encouraged to use this facility. Please refer to the website for exchange deadline times.

Every effort is made to facilitate the return and redistribution 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.

Unwanted tickets should be returned to the Club before the date of the fixture where, providing the card holder has a genuine reason for returning the ticket(s) a full refund will be given.

If any fixture should be postponed before kick-off, ticket holders will be entitled to admission to the re-arranged match. If the match should be abandoned after kick-off, ticket holders will be entitled to half price admission to the re-arranged game. Should the match be abandoned after the second half has kicked off, then no refund will be given.

Membership Schemes

The Club runs the following membership schemes:
- Season Card holders
- Terrier Membership
- Blue & White Foundation

Time limit for returned goods is 28 days after date of purchase.

All goods must be returned in an unworn/unused condition with original packaging (goods will be examined, and a form will be completed).

Proof of purchase is required for cash refunds, otherwise credit note/voucher or replacement goods will be offered.

Refunds will be returned according to original payment method.

If there is no receipt and the price has been subsequently reduced, then only the sale price is given as credit note/voucher or replacement goods. Any goods found to be faulty may be given a cash refund. They must be accompanied by proof of purchase on return.

The Club is unable to exchange or refund a custom printed shirt if the size is incorrect (unless it is faulty) or accept responsibility if a player leaves the Club or changes his squad number.

The Club promises that to its knowledge, its products are:
- Of satisfactory quality and safe to use
- Fit for the purpose for which they are sold
- As described (packaging and signage)

All replica shirts have a lifespan of one season, training kits are also changed annually.

N.B. The kit cycle is dependent on kit and main sponsors. From time to time the Club may introduce one-off limited-edition shirts (such as the ‘Help for Heroes’ shirt).

Please note HTAFC may substitute an out of stock product for a same priced or more expensive item.

Retail ‘Click & Collect' Terms & Conditions
If you are unable to collect the parcel 30 days after your confirmation email has been sent, the Club will exercise the right to return the goods to store.

Huddersfield Town is totally committed to achieving best practice and being a good corporate citizen. This involves corporate leadership by creating innovative programmes in our immediate and wider community beyond the industry norm.

The Town Foundation

The Huddersfield Town Foundation Ltd is a registered charity which aims to make a significant difference to the lives of children and young people within the community. By investing in the next generation through simple but effective projects and initiatives, the charity actively engages with young people, creating trust, building bonds and forming communities.

The Foundation aims to service the needs of the very large and diverse community of Kirklees by working in partnership with key agencies across the area under the key themes of Health, Sports, Education and Inclusion, all reinforcing the ‘One Club, One Community’ ethos.

The ‘Keep It Up’ (KIU) campaign and Yorkshire Air Ambulance

The KIU campaign is a partnership with the Yorkshire Air Ambulance which aims to raise funds for the charity as well as other important causes through the main fundraising event; Pedal for Pounds. £2 million has been raised through the campaign since 2009.

The Club receives an extremely high volume of requests of this nature and for this reason sadly we are unable to arrange items for signing or accept items that are sent into us to be signed. Please do not send the club your own merchandise or memorabilia to be signed by players or football staff as we cannot guarantee we will receive your parcel and cannot take responsibility for ensuring its safe return. Please email any requests to player.requests@htafc.com.

The Club will aim to give supporters other opportunities to have items signed at one-off events on occasions, details of these will be announced on our website once confirmed.

The Club may, at its discretion use signed merchandise to raise money for its official charities, for sponsor obligations or for its own promotional purposes.

As an organisation, the Club is inundated with requests for support from a huge number of worthwhile causes. It is impossible for us to help every one of them and choosing between them has proved incredibly difficult for our staff. In addition to our fundraising events which benefit Yorkshire Air Ambulance as well as other local charities, we have our own charity the Town Foundation which you can find more information about at www.htafcfoundation.com.

We regret that requests for charitable support outside these causes will be declined, and requests from individuals fundraising on behalf of charities cannot be supported. The Club is not able to provide monetary donations or sponsorship, video messages, PR support or grant requests for bucket collections on a match day for charities.

Further details for Charity Requests can be found by visiting www.htafcfoundation.com/trust-fund/charity-requests/

As an alternative, our Promotions Department offers charities the chance to earn raffle prizes and signed merchandise through our weekly lottery. For more information on this please contact paul.smith@htafc.com.

The Club believes that the general well-being and welfare of all children, young persons and adults at risk who are involved with the Club in any way, is of paramount importance. Therefore, the Club will provide a safe setting for any child or young person under the age of 18 or adult at risk. It encourages best practice in safeguarding children and adults at risk matters in a spirit of partnership and openness with all children, adults at risk, their families, and local agencies.

The Club will promote good outcomes in terms of health, development and educational achievement alongside football and sporting excellence. It will encourage everyone working for the Club to recognise the significance of ethnic and cultural diversity.

Safeguarding is the responsibility of everyone who has contact with children, young people and vulnerable groups, we provide a positive environment, enjoyable experiences and to protect from harm. The Club safeguarding policy provides details of different types of abuse, guidance on identifying issues and procedures and support for use by staff and volunteers.

Mandatory legislation and best practice underpin the activities which are available at the Club and this policy will help to ensure that responses to activities and issues are consistent considering local authority guidance, law and individual needs across our community.

The safeguarding and adults at risk policies will be evaluated and reviewed annually and will be subject to Board approval to ensure they remain in line with statutory guidance and relevant to the work of the organisation. All other policies and procedures are reviewed regularly to ensure they are in line with current guidance and good practice.

Huddersfield Town recognises that it must communicate proactively and widely with all its supporters and stakeholders. The Club is particularly proud of its relationship with supporters’ clubs and will continue to positively respond to branch requests for Club officials to attend meetings.

The Club will communicate with stakeholders, supporters and the general public on regular intervals through forums, questionnaires and focus groups, such as the ‘All Together Town’ panel, and by the publication of current policies on major issues in a clear and precise manner.

All major news and announcements are publicised through the official website (htafc.com), the Club's social media feeds and through the local media. Information is also being passed on through frequent supporters' meetings attended by Club officials.

We will use all available media in particular:

- htafc.com
- htafccommercial.com
- htafcmegastore.com
- Twitter: @htafcdotcom, @htafctickets, @htafcbusiness, @htafccanalside, @htafcmegastore, @townfoundation, @htafcpromotions, @htafcacademy
- Facebook (www.facebook.com/htafcdotcom)
- Instagram: @htafcinstagram
- Snapchat: @htafcsnap
- Town Square App including push notifications
- BBC Radio Leeds
- Independent radio networks
- Local papers (including, but not exclusive to, the Huddersfield Examiner)
- Customer Relationship Management - direct email communication to our 320,000 contacts
- SMS

Social Media Code of Conduct

Huddersfield Town will not accept personal abuse directed at its players or other staff on social media, in the same way that it is unacceptable inside the John Smith’s Stadium on a match day.

If the Club is made aware of any abuse – discriminatory in nature or otherwise – towards its staff on social media, it will take definitive action.

Sanctions for abusing members of staff will range from being blocked from following Huddersfield Town’s accounts on social media to an exclusion from the John Smith’s Stadium, at the discretion of the Club’s senior staff.

The Club engages in a two-way relationship with supporters in anything from ad-hoc meetings with individuals to organised meetings which involve Club department heads, directors and supporter group representatives.

In the 2013/14 season, the Club also introduced the ‘All Together Town’ fan engagement programme which involves Directors and Club staff meeting with a representative panel of supporters every three months to gain feedback on important issues. External individuals and groups are also invited to attend the meeting depending on the agenda, which is set by supporters as well as the Club. Notes of meetings are published on htafc.com. Surveys are also sent out to the wider fan base at intervals during the season on a wide range of topics.

The Club continues to develop ways in which to consult supporters and supporter groups. The Club holds various events throughout the season where directors, management and playing staff are accessible to supporters in an informal atmosphere.

Fans can also contact the Supporter Services department on supporterservices@htafc.com for any queries or feedback.

Huddersfield Town has a zero-tolerance policy towards abuse, discrimination and harassment and we are committed to ensuring that any such allegations are reported and addressed in accordance with the Club’s procedures. This policy reflects our commitment to meeting the requirements of the Premier League Equality Standards.

The Club fulfils the statutory requirements of the Equality Act 2010 in relation to different (protected) characteristics, including: age; disability; gender reassignment; marriage and civil partnership (including same-sex marriage); pregnancy and maternity; race; religion/belief; sexuality, and sex. We work hard to ensure that our staff and supporters demonstrate expected standards of behaviour, which are based on the principle of respect for others, and which relate to our zero-tolerance approach to abuse, discrimination and harassment.

Racial, homophobic/transphobic, sexist, ageist or other discriminatory language or behaviour is strictly forbidden and will result in arrest and/or ejection from the Ground. The Club reserves the right to impose any other sanctions as appropriate/necessary, which may include a ban for one or more matches.

We support the work of national organisations and associated campaigns, including ‘Football vs Homophobia’, ‘Kick it Out’, ‘Show Racism the Red Card’, ‘Level Playing Field’ and ‘Stonewall’s Rainbow Laces Campaign’, and we have an annual calendar of events designed to educate and raise awareness of different themes related to equality, diversity and inclusion.

The Club takes the needs and interests of its supporters seriously and we pride ourselves in having a well-trained team of staff who are equipped to respond to all incidents of abuse, discrimination and harassment in a timely and sensitive manner. We also welcome feedback from all parties as to how we can continue to develop our approach to maintaining an environment that is inclusive of everyone.

For more information on the Club’s equality policy and wider equality work please visit the Terriers Together page at www.htafc.com/club/terriers-together.

Equality Statement

Huddersfield Town endorses the principles of promoting equality and celebrating diversity, and will strive to ensure that everyone who is involved in the Club whether as a player, match day fan, member of staff, member of the Board, a participant in outreach programmes, or in any other capacity:

- Has a genuine and equal opportunity to participate to the full extent of their own ambitions and abilities, without regard to any protected characteristic as defined in the Equality Act 2010 - age, disability, gender reassignment, marital or civil partnership status (including same sex marriage), pregnancy or maternity, race, religion and belief, sex or sexual orientation; and,

- Can be assured of an environment in which their rights, dignity and individual worth are respected, and that they are able to enjoy their engagement at the Club without the threat of discrimination, intimidation, victimisation, harassment, bullying and abuse.

Legal obligations

Huddersfield Town has a zero-tolerance policy towards discrimination, intimidation, victimisation, harassment, bullying and abuse, and we are committed to ensuring that any such allegations are reported and addressed in accordance with the Club’s procedures. This policy reflects our commitment to meeting the requirements of the Premier League Equality Standards and the Equality Act 2010.

The Club fulfils the statutory requirements of the Equality Act 2010 in relation to different protected characteristics. We work hard to ensure that our staff and supporters demonstrate expected standards of behaviour, which are based on the principle of respect for others, and which relate to our zero-tolerance approach to all forms of discrimination.

Racial, homophobic/transphobic, sexist, ageist or any other discriminatory language or behaviour is strictly forbidden and any match-day fan who conducts themselves in a manner that contravenes expected standards of behaviour will be subject to sanctions imposed at the discretion of the Safety Officer and the HTAFC Operations Director.

The Club reserves the right to impose any other sanctions as appropriate/necessary in relation to the conduct of match-day fans, which may include a ban for one or more matches, at the discretion of the Safety Officer and the HTAFC Operations Director.

Any employee of Huddersfield Town found to be in breach of acceptable standards of conduct in relation to non-discriminatory practice and/or use of language will be subject to the Club’s disciplinary procedures and action will be taken as appropriate following investigation and in accordance with those procedures.

Positive action

As well as complying with legislation, Huddersfield Town will promote equality by taking positive steps to counteract the effects of physical or cultural barriers, whether real or perceived, that restrict the opportunity for all sections of the community to participate equally and fully.

Huddersfield Town will therefore seek to institute, support or contribute to appropriate measures or initiatives that enable access to our club, as well as require participation in associated activities by people from any group that is under-represented in the Club or has difficulty accessing it.

Implementation

The following steps will be taken to publicise this policy and promote equality and celebrate diversity within Huddersfield Town:

- A copy of this document will be accessible from the Club Charter, within the Club’s website.
- Huddersfield Town’s Board will take overall accountability for ensuring that the policy is observed by all.
- The Board will take full account of the policy in arriving at all decisions in relation to activities of Huddersfield Town, so as not to discriminate against and/or exclude any individual or group.
- Huddersfield Town will implement regular audits, surveys and/or other initiatives designed to assess the level of participation of different sections of the community in the Club and will take account of the findings in developing measures to promote and enhance equality, and celebrate diversity, in the Club.
- Huddersfield Town will provide access to a rolling programme of training (for example, online, face-to-face, briefings) for all of its players, match-day fans, staff, Board members, participants in outreach programmes and other people engaged with the club’s activities to raise awareness of both collective and individual responsibilities in relation to complying with the Equality Act 2010 and eliminating all forms of discrimination and other form of unacceptable conduct.

It will be a condition of working with Huddersfield Town that suppliers/contractors:
- Commit to act in accordance with this policy; and,
- Support such measures and initiatives that Huddersfield Town may institute or take part in to advance the aims of this policy.

To ensure compliance with this policy Huddersfield Town will ensure that in the development of partnership and/or service level agreements with suppliers or other external partners, equality and diversity considerations are incorporated into the terms of engagement.

Responsibility, Monitoring and Evaluation

- The Board will be accountable for ensuring the implementation of this policy. The CEO and Board will be responsible for the day-to-day implementation of equality in the club.
- All employees and/or other stakeholders in Huddersfield Town will always be required to adhere to this policy.
- The CEO and Board will review all of Huddersfield Town’s activities and initiatives against the aims of the policy and will report formally to the Board on any identified issues at least annually.
- The CEO and Board will review any measures or initiatives that Huddersfield Town may institute or take part in to promote and enhance equality and celebrate diversity in the Club and will report their findings annually to the Board.
- The Board itself will review the policy at intervals of no more than three years, (or when necessary due to changes in legislation) in line with Huddersfield Town’s policy review process.

Complaints and Compliance

Huddersfield Town considers all of the forms of discriminatory behaviour, including (but not limited to) racial, homophobic/transphobic, sexist, ageist or other discriminatory language or behaviour, as unacceptable, and is concerned with ensuring individuals feel able to raise any legitimate grievance or complaint related to such language and/or behaviour without fear of being penalised for doing so.
- Appropriate disciplinary action will be taken against any player, match-day fan, staff, Board member, participant in outreach programmes and other people engaged with the club’s activities who violate Huddersfield Town’s Equality Policy.
- Any person who believes they have been treated in a way that they consider to be in breach of this policy by a player, match day fan, member of staff, Board member, participant in outreach programmes and/or other people engaged with the Club’s activities should, in the first instance, complain directly to the person responsible if they feel able to do so. Alternatively, a complaint may be made to any member of staff who will ensure the appropriate line manager is notified and that all necessary enquiries and action to resolve the issues can be taken. If this initial intervention does not resolve the matter, or in the case of allegations of discriminatory behaviour against Huddersfield Town itself, the person may raise the matter by writing directly to Ann Hough, Operations Director, by email to ann.hough@htafc.com.

- Huddersfield Town will nominate an appropriate member of staff to investigate any complaint that may be received. The investigation will be conducted impartially, confidentially, and without avoidable delay. Any person against whom a complaint has been made will be informed of the allegation(s) and given the opportunity to present their side of the matter.

The parties in question will be notified of the outcome of the investigation, in writing, and reported to Huddersfield Town’s Board. If the investigation reveals unacceptable, discriminatory behaviour on the part of a person or organisation Huddersfield Town may impose sanctions on that person or organisation in line with its policies. Sanctions may range from a verbal reprimand, a written notice concerning future conduct, and/or temporary or permanent exclusion from Huddersfield Town’s grounds and associated activities. In deciding what sanction is appropriate in a case the Board will consider the severity of the matter and consider any mitigating circumstances.

Where the violation of the Equality Policy by way of harassment, victimisation or discrimination amounts to a criminal offence, the appropriate authority will be informed.

In the event that an individual or organisation associated with Huddersfield Town is subject to allegations of unlawful discrimination in a court or tribunal, the Club’s Board will cooperate fully with any investigation carried out by the relevant lawful authorities and, subject to the outcome, may consider taking action as above in relation to the matter concerned.

Equality Statement

Huddersfield Town AFC endorses the principles of promoting equality and celebrating diversity, and will strive to ensure that everyone who is involved in the Club whether as a player, match-day fan, member of staff, member of the Board, a participant in outreach programmes, or in any other capacity:

- Has a genuine and equal opportunity to participate to the full extent of their own ambitions and abilities, without regard to any protected characteristic as defined in the Equality Act 2010 - age, disability, gender reassignment, marital or civil partnership status (including same sex marriage), pregnancy or maternity, race, religion and belief, sex or sexual orientation; and,
- Can be assured of an environment in which their rights, dignity and individual worth are respected, and in particular that they are able to enjoy their engagement at the Club without the threat of discrimination, intimidation, victimisation, harassment, bullying and abuse.

Legal obligations

Huddersfield Town AFC has a zero-tolerance policy towards discrimination, intimidation, victimisation, harassment, bullying and abuse, and we are committed to ensuring that any such allegations are reported and addressed in accordance with the Club’s procedures. This policy reflects our commitment to meeting the requirements of the Premier League Equality Standards and the Equality Act 2010.

The Club fulfils the statutory requirements of the Equality Act 2010 in relation to different protected characteristics. We work hard to ensure that our staff and supporters demonstrate expected standards of behaviour, which are based on the principle of respect for others, and which relate to our zero-tolerance approach to all forms of inappropriate and/or illegal conduct.

Racial, homophobic/transphobic, sexist, ageist or other discriminatory language or behaviour is strictly forbidden and any match-day fan who conducts themselves in a manner that contravenes expected standards of behaviour will be subject to arrest and/or ejection from the Ground.

The Club reserves the right to impose any other sanctions as appropriate/necessary in relation to the conduct of match-day fans, which may include a ban for one or more matches.

Any employee of Huddersfield Town AFC found to be in breach of acceptable standards of conduct in relation to non-discriminatory practice and/or use of language will be subject to the Club’s disciplinary procedures and action will be taken as appropriate following investigation and in accordance with those procedures.

Positive action

As well as complying with legislation, Huddersfield Town AFC will promote equality by taking positive steps to counteract the effects of physical or cultural barriers, whether real or perceived, that restrict the opportunity for all sections of the community to participate equally and fully.

Huddersfield Town AFC will therefore seek to institute, support or contribute to appropriate measures or initiatives that enable access to our club, as well as require participation in associated activities by people from any group that is under-represented in the Club or has difficulty accessing it.

Implementation

The following steps will be taken to publicise this policy and promote equality and celebrate diversity within Huddersfield Town AFC:

- A copy of this document will be accessible from the Club Charter, within the Club’s website.
- Huddersfield Town AFC’s Board will take overall accountability for ensuring that the policy is observed by all.
- The Board will take full account of the policy in arriving at all decisions in relation to activities of Huddersfield Town AFC, so as not to discriminate against and/or exclude any individual or group.
- Huddersfield Town AFC will implement regular audits, surveys and/or other initiatives designed to assess the level of participation of different sections of the community in the Club and will take account of the findings in developing measures to promote and enhance equality, and celebrate diversity, in the Club.
- Huddersfield Town AFC will provide access to a rolling programme of training (for example, online, face-to-face, briefings) for all of its players, match-day fans, staff, Board members, participants in outreach programmes and other people engaged with the club’s activities to raise awareness of both collective and individual responsibilities in relation to complying with the Equality Act 2010 and eliminating all forms of discrimination and other form of unacceptable conduct.

It will be a condition of working with Huddersfield Town AFC that suppliers/contractors:

- Commit to act in accordance with this policy; and,
- Support such measures and initiatives that Huddersfield Town AFC may institute or take part in to advance the aims of this policy.

To ensure compliance with this policy Huddersfield Town AFC will ensure that in the development of partnership and/or service level agreements with suppliers or other external partners, equality and diversity considerations are incorporated into the terms of engagement.

Responsibility, Monitoring and Evaluation

- The Board will be accountable for ensuring the implementation of this policy. The CEO and Board will be responsible for the day-to-day implementation of equality in the club.
- All employees and/or other stakeholders in Huddersfield Town AFC will be required to adhere to this policy at all times.
- The CEO and Board will review all of Huddersfield Town AFC’s activities and initiatives against the aims of the policy and will report formally to the Board on any identified issues at least annually.
- The CEO and Board will review any measures or initiatives that Huddersfield Town AFC may institute or take part in to promote and enhance equality and celebrate diversity in the Club, and will report their findings annually to the Board.
- The Board itself will review the policy at intervals of no more than three years, (or when necessary due to changes in legislation) in line with Huddersfield Town AFC’s policy review process.

Complaints and Compliance

Huddersfield Town AFC considers all of the forms of discriminatory behaviour, including (but not limited to) racial, homophobic/transphobic, sexist, ageist or other discriminatory language or behaviour, as unacceptable, and is concerned with ensuring individuals feel able to raise any legitimate grievance or complaint related to such language and/or behaviour without fear of being penalised for doing so.

- Appropriate disciplinary action will be taken against any player, match-day fan, staff, Board member, participant in outreach programmes and other people engaged with the club’s activities who violate Huddersfield Town AFC’s Equality Policy.
- Any person who believes they have been treated in a way that they consider to be in breach of this policy by a player, match-day fan, member of staff, Board member, participant in outreach programmes and/or other people engaged with the Club’s activities should, in the first instance, complain directly to the person responsible if they feel able to do so. Alternatively, a complaint may be made to any member of staff who will ensure the appropriate line manager is notified and that all necessary enquiries and action to resolve the issues can be taken. If this initial intervention does not resolve the matter, or in the case of allegations of discriminatory behaviour against Huddersfield Town AFC itself, the person may raise the matter by writing directly to Ann Hough, Operations Director, by email to ann.hough@htafc.com.
- Huddersfield Town AFC will nominate an appropriate member of staff to investigate any complaint that may be received. The investigation will be conducted impartially, confidentially, and without avoidable delay. Any person against whom a complaint has been made will be informed of the allegation(s) and given the opportunity to present their side of the matter.

The parties in question will be notified of the outcome of the investigation, in writing, and reported to Huddersfield Town AFC’s Board. If the investigation reveals unacceptable, discriminatory behaviour on the part of a person or organisation Huddersfield Town AFC may impose sanctions on that person or organisation in line with its policies. Sanctions may range from a verbal reprimand, a written notice concerning future conduct, and/or temporary or permanent exclusion from Huddersfield Town AFC’s grounds and associated activities. In deciding what sanction is appropriate in a particular case the Board will consider the severity of the matter and take into account any mitigating circumstances.

Where the violation of the Equality Policy by way of harassment, victimisation or discrimination amounts to a criminal offence, the appropriate authority will be informed.

In the event that an individual or organisation associated with Huddersfield Town AFC is subject to allegations of unlawful discrimination in a court or tribunal, the Club’s Board will cooperate fully with any investigation carried out by the relevant lawful authorities and, subject to the outcome, may consider taking action as above in relation to the matter concerned.

Adopted by Huddersfield Town AFC Board.
15/03/2017

Notice: Entry to the Ground is expressly subject to acceptance by the visitor of these Ground Regulations and the rules and regulations of FIFA, UEFA, The Football Association, The Premier League and The English Football League (EFL) in respect of the relevant competition. The Ground Regulations incorporate the Club’s Customer Charter (if any). Entry to the Ground shall constitute acceptance of the Ground Regulations.

Published by the EFL. Season 2019/2020

“Ground” means this football stadium and all locations owned, occupied or utilised by the
Club.

“Club” means this football club.

“Match” means any association football match (or any part or aspect of such a match)
taking place at the Ground.

“Material” means any audio, visual and/or audio-visual material and/or any information or
data.

“Football Authority” means each of The English Football League (EFL) League, The
Premier League, The Football Association, the Football Association of Wales, FIFA, UEFA
and any other relevant governing body of association football

1 Notwithstanding possession of any ticket the Club, any police officer or authorised
steward may refuse entry to (or eject from) the Ground any person:
1.1 that fails (or in the Club’s reasonable opinion is likely to fail) to comply with
these Ground Regulations or any reasonable instruction issued by a police officer or authorised steward or officer of the Club; and/or
1.2 whose presence within the Ground is, or could (in the Club’s reasonable
opinion), constitute a source of danger, nuisance or annoyance to any other
person.

2 On no account will admission be granted to a person who is the subject of a current
Banning Order under the Football Spectators Act 1989 (as amended) or has been
convicted of ticket touting offences under section 166 of the Criminal Justice and
Public Order Act 1994 (as amended).

3 The Club excludes to the maximum extent permitted by law any liability for loss,
injury or damage to persons/property in or around the Ground.

4 No guarantees can be given by the Club that a Match will take place at a particular
time or on a date and the Club reserves the right to reschedule the Match
without notice and without any liability whatsoever, save only to the extent provided
pursuant to paragraph 5.

5 In the event of the postponement or abandonment of the Match, refunds (if any) will
be made in accordance with the Club’s Customer Charter. The Club will have no
further liability whatsoever, including (but not limited to) any indirect or consequential
loss or damage, such as (but not limited to) loss of enjoyment or travel costs.

6 All persons seeking entrance to the Ground acknowledge the Club’s right to search
any person entering the Ground and to refuse entry to or eject from the Ground any
person refusing to submit to such a search.

7 The following articles must not be brought within the Ground - knives, fireworks,
smoke canisters, air-horns, flares, weapons, dangerous or hazardous items, laser
devices, bottles, glass vessels, cans, poles and any article that might be used as a
weapon and/or compromise public safety and/or illegal substances. Any person in
possession of such items will be refused entry to the Ground.

8 Further, you may not bring into the Ground:
8.1 any sponsorship, promotional or marketing materials save in respect of
official club merchandise and/or other football related clothing worn in good
faith;
8.2 any flags or banners larger than those maximum dimensions permitted by
the Club from time to time (or, in the absence of such stipulations, 2 metres
x 1 metre) and/or of an offensive nature;
8.3 nor may you offer (either free or for sale by any person) any goods (including
literature) of any nature, without the express written approval of the Club’s
management.

9 The use of threatening behaviour, foul or abusive language is strictly forbidden and
will result in arrest and/or ejection from the Ground. The Club may impose a ban for
one or more Matches.

10 Discriminatory abuse, chanting or harassment of any kind, including without
limitation in relation to race, disability, sex, religion, sexual orientation or any other
protected characteristic under the Equality Act 2010, is strictly forbidden and will
result in arrest and/or ejection from the Ground. The Club may impose a ban for one
or more Matches.

11 The following acts are offences under the Football (Offences) Act 1991 (as
amended):
11.1 The throwing of any object within the Ground without lawful authority or
excuse.
11.2 The chanting of anything of an indecent or racialist nature.
11.3 The entry onto the playing area or any adjacent area to which spectators
are not generally admitted without lawful authority or excuse.
Conviction may result in a Banning Order being made.

12 All persons entering the Ground may only occupy the seat allocated to them by
their ticket and must not move from any one part of the Ground to another without
the express permission or instruction of any steward, officer of the Club and/or any
police officer.

13 Nobody may stand in any seating area whilst play is in progress, unless the area
is a designated safe standing area. Persistent standing in seated areas (other than
designated safe standing areas) whilst play is in progress is strictly forbidden and
may result in ejection from the Ground.

14 The obstruction of gangways, access ways, exits and entrances, stairways and like
places is strictly forbidden. Nobody entering the Ground shall be permitted to climb
any structures within the Ground.

15 EFL stadia are smoke-free and smoking is not permitted inside the Ground.

16 Mobile telephones and other mobile devices are permitted within the Ground
PROVIDED THAT (i) they are used for personal and private use only (which,
for the avoidance of doubt and by way of example only, shall not include the
capturing, logging, recording, transmitting, playing, issuing, showing, or any other
communication of any Material for any commercial purposes); and (ii) no Material
that is captured, logged, recorded, transmitted, played, issued, shown or otherwise
communicated by a mobile telephone or other mobile device may be published or
otherwise made available to any third parties including, without limitation, via social
networking sites.

17 Under the Sporting Events (Control of Alcohol etc.) Act 1985 (as amended), the
following are offences for which a person can be arrested by a police officer and
conviction could result in a Banning Order being made:
17.1 Attempting to enter the Ground or being inside the Ground whilst drunk;
17.2 Being in possession of any intoxicating liquor, or bottle, can or other portable
container and which could cause damage or personal injury, when entering
the Ground or in a public area of the Ground from which the event can be
directly viewed.

18 Any individual who has entered any part of the Ground designated for the use
of any group of supporters to which he does not belong may be ejected from the
Ground either for the purposes of his own safety or for any other reason.

19 Save as set out in paragraph 16 above, no person (other than a person who holds
an appropriate licence) may capture, log, record, transmit, play, issue, show or
otherwise communicate (by digital or other means) any Material in relation to the
Match, any players or other persons present in the Ground and/or the Ground, nor
may they bring into the Ground or use within the Ground (or provide to, facilitate
or otherwise assist another person to use within the Ground) any equipment or
technology, which is capable of capturing, logging, recording, transmitting, playing,
issuing, showing or otherwise communicating (by digital or other means) any such
Material. The Club reserves the right to eject you from the Ground in circumstances
where you breach this paragraph 19.

20 The copyright, database rights and any other intellectual property rights in and to
all Material that you produce at the Ground in relation to the Match, any players
or other persons present in the Ground and/or the Ground (whether produced in
breach of paragraph 19 above, or pursuant to paragraph 16 above, or otherwise)
is hereby assigned (including by way of present assignment of future copyright
pursuant to section 91 of the Copyright, Designs and Patents Act 1988) to the Club
and the EFL. You further agree (if and whenever required to do so by the Club and/
or the EFL) to promptly execute all instruments and do all things necessary to vest
the right, title and interest in such rights to the Club and the EFL absolutely and with
full title guarantee.

21 No goods (including literature) of any nature may be offered either free or for sale
by any person within the Ground without the express written permission of the Club.

22 Tickets are not transferable and may not be offered for sale without the prior written
permission of the Club or otherwise in accordance with the relevant ticket terms and
conditions. Any tickets that are transferred are transferred subject to these Ground
Regulations. Any tickets offered for sale may be confiscated by any steward, officer
of the Club or any police officer. The Club reserves the right to refuse admission to
or eject from the Ground, and/or “blacklist”, any person who has offered for sale or
transferred his/her ticket in contravention of the relevant ticket terms and conditions
(and/or the holder of any ticket that has been transferred in contravention of the
relevant ticket terms and conditions). Tickets remain the property of the Club at all
times.

23 CCTV cameras are in use around and in the Ground. Body worn video cameras
recording video and/or audio may also be used as appropriate, to record images
or audio which identifies you as an individual, for example to record prohibited
behaviours as referenced in paragraphs 9 and 10. The Club may itself use or pass
to the police or any Football Authority or other clubs, any recordings for use in any
proceedings.

24 At all times whilst present in the Ground, persons must comply with any and all
instructions of any steward or officer of the Club and/or any police officer. Failure to
comply with any instruction may lead to immediate ejection from the Ground.

25 By entering the Ground, all persons are acknowledging that photographic images
and/or audio, visual and/or audio-visual recordings and/or feeds (and/or stills
taken therefrom) may be taken of them and may also be used, by way of example
and without limitation, in televised coverage of the game and/or for promotional,
training, editorial or marketing purposes by the Club, the EFL or others (including
commercial partners and accredited media organisations) and entry into the
Ground constitutes your acknowledgement of such use. You further acknowledge
that photographic images and/or audio, visual and/or audio-visual recordings and/
or feeds (and/or stills taken therefrom) may be used (by the Club or by a third party,
such as a law enforcement body) to identify you as an individual, where permitted
by data protection laws, for the purposes of preventing or detecting crime, or any
breach of these Ground Regulations. Information about the Club’s use of your
personal data will be brought to your attention by the Club (see for example any
applicable privacy policy, signage and/or other forms of announcement in or around
the ground). For further information please contact the Club.

26 All ticket holders agree that the Matches for which the tickets have been purchased
are public, and that their appearance and actions inside and in the perimeter of
the Ground where a Match occurs are public in nature, and that they shall have no
expectation of privacy regarding their actions or conduct at Matches.

27 Further to paragraph 25, if such person is under 18 years of age, the parent,
guardian, or responsible adult who is accompanying them into the Ground shall be
deemed to have provided consent on their behalf.

28 Refused entry to (or ejection from) the Ground may lead to further action by
the Club including, but not limited to, the withdrawal of any season ticket
(without reimbursement), Club Membership and other benefits.

The Stadium's catering is provided by Kudos. Kudos is the third party contracted by KSDL (the stadium owner) to provide exclusive services to the Stadium including HTAFC on match days and at events. The Club will seek to continue to improve their operations and service by regularly monitoring supporter thoughts and feedback and speaking with Kudos and KSDL.

Huddersfield Town may collect personal information about you whenever you contact the Club, for example, in writing, by phone, fax, e-mail or SMS, or visit the Huddersfield Town websites. The information we may collect includes: (a) your name, age, gender, postal and e-mail addresses, landline, fax and mobile; (b) your membership details (c) the username and password you use to access restricted areas of the Huddersfield Town website.

Huddersfield Town, its affiliated companies and sponsors may use your information: (a) to contact you with news and features concerning Huddersfield Town; (b) to contact you with details or products and services which may interest you; (c) to process any transaction you make with us: and (d) to personalise the content of our website in accordance with your preferences.

Except as set out in the above, we will not disclose or share your information with any third party, except where required by law or in connection with the sale of all (or substantially all) of the Club's assets.

If you have already registered for such additional offers and wish to change your preferences, please email Richard Mills, the Club’s CRM Manager on richard.mills@htafc.com.

You have a right to ask for a copy of your information and to correct any inaccuracies; please write to or email the Club.

To view the Club’s Privacy Policy please click here.