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Customer Charter

Formed in 1877, Crewe Alexandra is one of the oldest EFL clubs in Britain and has experienced many highs and lows during its history.

From the trauma of re-election to promotion to the Championship in 1997, Crewe Alexandra has an established and proud history as a Club that often ‘punches above its weight’.

The appointment of the visionary Dario Gradi in 1983 and the security of a united and long-serving board of directors helped Crewe Alexandra develop into one of the most friendly and respected clubs in the country.

Crewe Alexandra was honoured with the EFL’s Most Respected Club Award in 2005 – an accolade that takes pride of place at the Alexandra Stadium. 

Under Dario, the Football Club has developed a well renowned and respected youth Academy that has produced a number of full internationals and generated over £25 million in transfer revenue.

Crewe Alexandra continues to nurture young talent and provide them with an opportunity to play first-team football. Our objective is to produce talented, skilful footballers, as well as disciplined and respectful men both on-and-off the pitch. The club is often awarded the PFA and FA Fair Play Awards for our excellent discipline.

Despite having to sell playing assets to survive, Crewe Alexandra reached the Championship for a period of eight seasons and always strives to play at the highest level possible. 2012 saw the club promoted back to League One via the play-offs and winning further silverware a year later in the Football League Trophy (Johnstone’s Paint Trophy) for the first time in the club’s history, while establishing ourselves in League One.

The club’s Soccer in the Community scheme is also award-winning and holds sessions for children of all ages, as well for those with disabilities and learning difficulties.

We also pride on ourselves on the work our dedicated staff members embrace with local schools, colleges and local universities, as well as our own in-house schools’ project ‘The Alex Zone’ and our Sports Academy. 

In the forthcoming season, everyone at the Club is aiming to build on our successes both on and off the pitch whilst forming even more partnerships with the local community and attracting more supporters to watch live football at Gresty Road.

During these tough economic times, The Football Club is also keen to assist our supporters by offering real value for money in relation to ticketing and season tickets. We continue to offer some of the cheapest seats in the entire EFL, especially for our younger supporters. Our free season ticket offer for our Under-11s has continually proved very popular with families.

We aim to improve our customer service through our ever-improving CRM functionality to give our supporters more of a voice on those things that affect them and for which we can improve upon.  We aim to improve our communication between the club and its supporters.

We aim to repeat the standard we have set on a match day and aim to retain the family excellence award.   

  • The Club’s customer service contact in the first instance is the Supporters Services Manager, Beverley Dyer, who will forward any queries to the appropriate member of staff and will ensure a response within seven working days. Bev can be contacted on 01270 252610 ext 3100, via email on bdyer@crewealex.net or in the ticket office from 9am-5pm Monday-Friday.
  • The method of responding to any issue raised with the Club should be relevant to the query; in the majority of cases this will be either a returned telephone call or email, whilst a response through Royal Mail will be made if this is deemed appropriate.
  • If you remain unsatisfied after six weeks from the time you have submitted your complaint, or feel that your complaint has not been dealt with satisfactorily by the Football Club, and you have reached “deadlock” that there is no prospect of resolution, you have the right to refer your complaint to the Independent Football Ombudsman (IFO)

Complaints should be made in writing and posted to The Independent

Football Ombudsman, Suite 33, Great George Street, Leeds, LOS1 3AJ, email

contact@theifo.co.uk or via the website, www.theifo.co.uk You may initially register your concerns by phone and may leave a message on the IFO voicemail 0800 588 4066.

  • The EFL (English Football League) Customer Services Department can be contacted on the below address should you wish to contact them with a complaint.

The EFL Customer Services Department, Operations Centre, Edward VII Quay, Navigation Way, Preston, Lancashire, PR2 2YF

Email: enquires@EFL.co.uk      Telephone 0844 335 0183

 

Staff Conduct

  • All club employees are expected to comply with the Club’s high Customer Service Standards and any matters arising on this issue should be forwarded either to the Supporters Services Manager or Business Operations Manager who will investigate the issue and acknowledge receipt within seven working days.

In response to the EFL's directive that all clubs must appoint a Supporter Liaison Officer (SLO), Crewe Alexandra Football Club have appointed, Beverley Dyer the Clubs Customer Service Manager.

Long-standing supporter Dave Tomlinson also works with her in the role of SLO in being the official channel of communication between the fans and the club shareholders/management.

Bev and Dave will be available to speak to supporters at Crewe Alexandra games both home and away and during the week at the Football Club.

On home matchdays the SLOs will be available in the Crewe Alexandra Suite and the Ticket Office prior to kick off and after the match they will be in the Carlsberg Lounge. At away matches the SLO will be travelling with our supporters and will be available in the away section of the ground.

For matters relating to supporter/club communication, Bev and Dave can be contacted by email slo@crewealex.net or by letter to:

Supporters Liaison Officer

Crewe Alexandra Football Club

The Alexandra Stadium

Gresty Road

Crewe

Cheshire

CW2 6EB

The Club endeavours to continue ways to develop communications with shareholders, sponsors, the local authority, supporters and other interested parties.

Following the Government's Expert Working Group (EWG) Supporter Ownership and Engagement discussions, the Club will meet EFL regulation 111 details as below.

111 Supporter Engagement

111.1 Clubs shall hold at least two meetings/fans forums per season to which its supporters (or representatives) are to be invited in order to discuss significant issues relating to the Club.

111.1.1 Clubs must be represented by the Club’s majority owner, board director(s) or other senior executive(s);

111.1.2 where meetings are not open to all supporters wishing to attend, the supporter representatives must be elected, selected or invited in line with basic democratic principles; and

111.1.3 individuals cannot be excluded by the Club without good reason (the Club acting reasonably).

 

Supporters are to be invited in order to discuss significant issues relating to the club. These will be held in the Carlsberg Lounge and will be on a ticket basis, first come, first served; details will be announced in advance with fans given at least two weeks to claim a ticket via the ticket office. The club will use all available media to promote and inform customers of major policy changes and club information. 

  • The club is committed to ‘inclusionary’ ticket pricing in order to make home fixtures accessible for all members of the community and will endeavor to inform supporters of any significant changes or discount promotions with appropriate notice.
  • Match tickets can be purchased subject to ticket allocation and on-sale dates. Please refer to the Club’s communication channels for full ticket details of the relevant fixtures.

Tickets can be purchased:

  • By telephone – Call 01270 252610 Monday to Friday 9am-5pm and Saturday Match days 9am-3pm. You will require your postcode and house number, together with a valid credit/debit card.
  • In person  - At the ticket office, open from Monday to Friday 9am-5pm and Saturday Match days from 9am to kick-off.
  • Payment options – All major credit/debit cards are accepted with the exception of American express. All season tickets are subject to a transaction fee as outlined.
  • Refunds on unwanted tickets will be offered as long as the ticket is presented to the Ticket Office no less than three working days before the fixture.
  • The club operates a scheme to enable supporters to pay for season tickets by installments at a reasonable rate of interest.
  • The Club will always provide support for disabled spectators and their carers. Details of all ticketing arrangements and our disabled support service can be obtained from Beverley Dyer (01270 252610).
  • At least 5% of tickets to each game will be made available to Non-Season ticket holders.
  • If a match is postponed before kick-off, ticket holders are entitled to free admission to the rearranged game or a refund, provided this is claimed prior to the date of the re-arranged game. If a match is abandoned after kick-off, spectators are entitled to half price admissions to the re-arranged match.

 

Visiting Supporters

  • The club abides by EFL Regulations governing the allocation of tickets to visiting clubs.
  • Match day tickets for visiting supporters will always be comparable to home supporter prices in order to encourage larger attendances and also ensure that that all customers are treated fairly.

 

Restricted View/Obstructed View Seats – DEFINITIONS

Crewe Alexandra FC can confirm that there are both restricted and obstructed view seats within the Whitby Morrison Stand. You will be informed at the time of booking of such definitions.

A restricted view is a seat which does not hold a clear 100% view of the playing surface or sight lines due to stanchions or seating location.

An obstructed view is a seat which has an obscured view, specifically of the goal mouth, due to stanchions or seating location. These seats will always be the very last seats to be put on sale.

All supporters must adhere to the Club’s ground regulations which can be viewed outside of each turnstile entrance to the stadium.

Supporters must abide by these comprehensive set of rulings and regulations and can face ejection if these are not followed. A full and comprehensive guide can be found listed below

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.

"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 or audio-visual material or any information or data.

“Football Authority” means each of the English Football League (EFL), 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; 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 the Criminal Justice and Public Order 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 particular date and the Club reserves the right to reschedule the Match without notice and without any liability whatsoever.

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. Any person in possession of such items will be refused entry to the Ground.

8                              Further, you may not bring into the Ground any sponsorship, promotional or marketing materials save in respect of official club merchandise and/or other football related clothing worn in good faith 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                           Racial, homophobic or discriminatory abuse, chanting or harassment 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. Persistent standing in seated 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 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. Copyright, database rights and any other intellectual property rights in any unauthorised recording or transmission is assigned (by way of present assignment of future rights) 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.

20                           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.

21                           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.

22                           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, 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.

23                           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.

24                           By entering the Ground, all persons are acknowledging that photographic images and/or video recordings (and/or stills taken from video recordings) may be taken of them and may also be used, by way of example and without limitation, in televised coverage of the game or by or on behalf of the Club or any Football Authority (or their commercial partners) for marketing, training or promotional purposes. Entry into the Ground is confirmation that all persons have consented to such use of their image. If these images should feature an individual prominently the Club will make reasonable efforts to gain the consent of that person before publishing such images, however, if this is not possible, then entry into the Ground shall be deemed consent unless the Club is notified in writing to the contrary. 

25                           Further to paragraph 24, 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.

26                           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.

Loyalty & Membership Schemes

  • The club are continuing with its Family Season tickets that allows every full priced paying adult or guardian season ticket holder to bring an under 11 to all league games for free.
  • The club runs a membership scheme, which is perfect for those supporters who come regularly but are not in a position to commit to a full season ticket, offering benefits including discounts on match tickets and priority purchase.

 

Retail Merchandise

The Alexandra Store is open, and can be contacted, between the hours of 9am-5pm Monday to Friday, match day opening hours vary.

Refund Policy

  • Time limit for returned goods is 28 days after date of purchase.
  • All goods must be returned in unworn/unused condition with original packaging.
  • Proof of purchase is required for cash refunds, otherwise credit note/voucher or replacement goods will be offered.
  • We are unable to offer refunds or exchanges on a custom printed shirts or accept responsibility if a player leaves the club or changes his squad number.
  • The Club will work towards a policy that all replica strip designs shall have a minimum life span of two seasons.
  • The Club will carry out its obligations under EFL regulations to prevent price fixing in relation to the sale of replica strip.

Community Activities

The Club is aware that it is an integral part of the local community and will always ensure that it’s resources and facilities are highly accessible to all.

The Community Team based at the Alexandra Soccer Centre in Shavington exists to provide a non-discriminatory program, which will develop local youngsters; harbour local talent and promote healthy lifestyles.

 

Charity Support

During the 2016/17 season, the Club built long lasting relationships with a number of worthwhile charities, a number of bucket collections for local and national charities have raised substantial funds, these have taken place for just some of the following charities

Heart Vale Voice

Macmillan Cancer Support

Marie Currie Cancer Care

Muscular Dystrophy

Parkinsons

Prostate Cancer Support Group

British Legion

Prostate Cancer UK

 

Charity and Fundraising Requests

Crewe Alexandra Football Club will endeavor to assist charitable organisations where possible.

All requests received into the Football Club will be assessed on their individual merit and must fulfill the following requirements

  • Be located within the Cheshire area (30 mile radius)
  • From a local registered charity
  • From a local community group

Due to the high volume of requests that we receive on a weekly basis, we must receive your request at least four weeks prior to the event.

Requests that do not meet our criteria will not be considered.

Should you wish to apply for a charity request please contact Beverley Dyer on bdyer@crewealex.net or 01270 213014 ext. 3100

Safeguarding Children Policy - Match Day

Crewe Alexandra Football Club is committed to providing a safe environment for all supporters.

It has come to our attention that a small number of young children are entering the stadium unaccompanied by an adult for the entire duration of the match.

All children aged 12 and under attending a match at the Alexandra Stadium must be accompanied by a responsible adult for the duration of the game.

This policy has been introduced to safeguard our younger fans in the event of an emergency on match day.

Any children who become separated from family or friends should approach a uniformed steward who will take the appropriate action.

If children enter the stadium unaccompanied, the club reserves the right to treat them in the same manner as older supporters, including ejecting them from the stadium if they are in breach of the ground regulations.

 

Anti-Discrimination Policy

Crewe Alexandra Football Club is committed to confront and eliminate discrimination whether by reason of sex, sexual orientation, race, age, nationality, ethnic origin, colour, religion or disability.

The club is an equal opportunities employer. We are committed to equal opportunity within our own organization and to encouraging similar commitment from every organization or individual acting within the game.

Equality of opportunity at Crewe Alexandra Football Club means that in none of our activities will we discriminate against, or in any way treat less favorably, any person on grounds of sex, sexual orientation, race, nationality, ethnic origin, colour, religion or disability:

  • The advertisement of jobs
  • The selection of candidates for employment or promotion
  • Job Location or working environment
  • Internal training and development activities

Crewe Alexandra Football Club will not tolerate sexual or racially based harassment or other discriminatory behavior, whether physical or verbal, and will work to ensure that such behavior is met with appropriate disciplinary action in whatever context it occurs.

 

Environmental Policy

Crewe Alexandra Football Club believes that businesses are responsible for achieving good environmental practice and operating in a sustainable manner. 

We are therefore committed to reducing our environmental impact and continually improving our environmental performance as an integral and fundamental part of our business strategy and operating methods. 

It is our priority to encourage our customers, suppliers and all business associates to do the same. Not only is this sound commercial sense for all; it is also a matter of delivering on our duty of care towards future generations.

Our policy is to

  • Wholly support and comply with or exceed the requirements of current environmental legislation and codes of practice.
  • Minimise our waste and then reuse or recycle as much of it as possible.
  • Minimise energy and water usage in our buildings, vehicles and processes in order to conserve supplies, and minimise our consumption of natural resources, especially where they are non-renewable.
  • Operate and maintain company vehicles (where appropriate) with due regard to environmental issues as far as reasonably practical and encourage the use of alternative means of transport and car sharing as appropriate.
  • Apply the principles of continuous improvement in respect of air, water, noise and light pollution from our premises and reduce any impacts from our operations on the environment and local community.
  • As far as possible purchase products and services that do the least damage to the environment and encourage others to do the same.
  • Assess the environmental impact of any new processes or products we intend to introduce in advance.

The Football Club is registered under the Data Protection Act, 1998 and undertakes and adheres to the strict data protection policy to ensure the security details of supporters and customers of the club.

Supporters when purchasing tickets, hospitality, functions or merchandise are made aware that any details they voluntarily offer to the club may be used by the club for future marketing.

The club does not share or sell its data to any source and will only ever advertise third party organizations to those supporters who have actively opted-in to receive such messages.

EFLi are responsible for ensuring data protection for all user data collected via club websites

Here at The Alexandra Stadium, the ratio requirements for first aid should be one first aider per 1,000 spectatators, up to a maximum of 10,000 spectators.

In addition the rules specify that “the home club shall ensure that throughout each league match a fully equipped ambulance is available at the ground to transport any player or match official requiring emergency treatment to hospital”.

Taking the above into account and on the assumption that crowd attendances are to be circa 4000 for the season 2017/18, the following is seen to be suitable for the Alexandra Stadium

• 1 x Intercounty Ambulance

• 1 x Immediate Care Medical Ambulance Paramedic crew

• 1 x Crowd Doctor

• 8 x St John Ambulance First Aiders (3 teams of 2, plus 2 based in the First Aid Room)

Crewe Alexandra Football Club reserves the right to refuse entry to and eject from the ground any person that fails (or in the Club’s reasonable opinion is likely to fail) to comply with any of the Ground Regulations or whose presence within the ground is or could (in the Club’s reasonable opinion), be construed as constituting a source of danger, nuisance or annoyance to any other person.

This could lead to further action by the Club including, but not limited to, the withdrawal of any club membership and or match ticket and/or season ticket (without reimbursement) and other benefits.

Club bans will only be considered or imposed for major or repeated minor breaches of Ground Regulations. For minor breaches a supporter will be warned that their actions are liable to lead to a club ban if they continue and be given a chance to modify their behaviour.

A club warning will be held on record at Crewe Alexandra FC for a period of 25 home fixtures from the date of the incident. After this date all evidence of the warning will be disposed of, unless the individual has breached further rules and regulations.

Every supporter, for whom a club ban is being considered, will be contacted in writing within 10 days of the allegations and invited to a meeting with the Safety Officer to answer these allegations. Details of the alleged offence and what evidence supports these allegations, such as CCTV evidence or a written account from club officials or other witnesses, will be made available to them.

If the supporter is under the age of 17 years they must be accompanied by their parent/legal guardian.

In addition to the offences detailed below, any other breaches of Ground Regulation could lead to further action being taken by the club.

Any supporter arrested at Crewe Alexandra FC for football related offences, are liable to receive a club ban until the outcome from any police investigation is known. The Club will then review this decision and write to the supporter accordingly.

Regulation 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. Any person in possession of such items could be liable to arrest and will be refused entry to the Ground.

The club may impose a ban (including, but not limited to, a ban for four or more Matches) and/or the removal of season (s) tickets and/or club membership for any such behaviour

Regulation 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 (including, but not limited to, a ban for four or more Matches) and/or the removal of season (s) tickets and/or club membership for any such behaviour

Regulation 10

Racial, homophobic or discriminatory abuse, chanting or harassment is strictly forbidden and could result in arrest under the Public Order Act.

Conviction may result in a Football Banning Order being issued by the Courts.

The Club may impose a ban (including, but not limited to, a ban for four or more Matches) and/or the removal of season (s) tickets and/or club membership for any such behaviour.

Regulation 11

The following acts are arrestable offences under the Football (Offences) Act 1991 (as amended):

  1. The throwing of any object within the Ground without lawful authority or excuse.
  2. The chanting of anything of an indecent or racialist nature.
  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 Football Banning Order being issued by the Courts.

Regulation 17

To comply with the Sporting Events (Control of Alcohol etc) Act 1985 (as amended), admission to the ground will be denied to person:

  1. Attempting to enter the Ground or being inside the Ground whilst drunk;
  2. Being in possession of any intoxicating liquor, controlled, or illegal substance or any article (or part of an article), such as a bottle, can or other portable container which is for holding drink, 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.

The offence set out in Regulation 17 conditions 1 and 2 are arrestable offences and conviction could result in a football banning order being made by the Courts under the Football Spectators Act 1989 (as amended).

Away Fixtures

Crewe Alexandra FC will pass the details of all supporters subject to a home club ban onto the clubs we are due to visit informing them that this ban is in place. This information will be passed via our Information Sharing Agreement with Cheshire Constabulary.

Information shared will be the name, address and date of birth of the supporter subject to the home club ban.

Crewe Alexandra FC will inform all parties that after the completion of the fixture this information should be disposed of.

Crewe Alexandra Football Club is registered under the Data Protection Act, 1998 and undertakes and adheres to the strict data protection policy to ensure the security details of supporters and customers of the club.

 

Breaches of Ground Regulations at Away Fixtures

If any information is passed to Crewe Alexandra Football Club of supporters breaching Ground Regulations at away fixtures, and if supporting evidence is available, the club may impose a ban (including, but not limited to, a ban for four or more matches)

Social Media

Any supporter found to have made, via any social media site, any commentary deemed to be defamatory, obscene, discriminatory, proprietary or libelous (whether relating to the Club, other individuals or any other company – including the Club’s customers and sponsors), the club may impose a ban (including, but not limited to, a ban for four or more matches)

Appeals Procedure

Our appeals procedure provides supporters with a route to follow if they have a dispute with a decision or action taken by the club with regards to that individual which they deem unfair.  Any supporter wishing to appeal a club banning notice must do so in writing within 7 days of receiving the banning notice stating their grounds for appeal. If the supporter is under the age of 17 years this must be signed by their parent/legal guardian.

Upon receiving the appeal request Crewe Alexandra Football Club will acknowledge receipt of the appeal in writing.  This correspondence will include information about:

  1. Confirmation of details of the original action taken by the club.
  2. When the appeal hearing will take place.
  3. Where the appeal hearing will take place.

The appeal hearing will take place within 7 working days of receiving the original appeal. 

This notification will invite the supporter to a meeting with the appeals panel, to be held as soon as possible for both parties, at which the supporter will be invited to state their case.  The supporter may be accompanied by a person nominated by them, (If the supporter is under the age of 17 years they must be accompanied by their parent/legal guardian) who may speak on their behalf, although the Club will not pay travel or attendance expenses for either person. At the meeting, the Club will provide the supporter with evidence showing the alleged offences, which will take the form of 

  1. CCTV footage of the alleged incident (s), or
  2. Written evidence by football club officials, or a Police Officer, who have directly witnessed the offence.

At the meeting the supporter will also be given the opportunity to submit/provide their own evidence such as a witness statement or footage recorded on a mobile device.

It is not mandatory for the supporter to attend the appeals hearing, and they will be informed in writing the outcome of the hearing and this decision will be binding on the club and the supporter.

Appeal panel decisions

The appeals panel may: 

  1. Cancel the ban.
  2. Lower the number of banned matches.
  3. Uphold the original banning notice.
  4. Increase the number of banned matches.

Appeal panel members

The appeal panel will include: 

  1. Supporter Liaison Officer.
  2. Football Club Director or nominate.
  3. Independent Third Party.

No supporters will be eligible to return to the Alexandra Stadium following a club ban unless they have signed a code of conduct agreement.

Family Excellence Award

Crewe Alexandra FC are pleased to announce that for the third consecutive season we have won the Family Excellence Awards following feedback from two mystery visits to the stadium on a matchday during last season. This is a very prestigious recognition and one which the club will build upon in order to improve the overall matchday experience for supporters.

 

Fanzone

Ways to follow Crewe Alexandra Football Club

All Crewe Alexandra information can be found at www.crewealex.net.

This is the central place for all Club news, tickets and supporter information. Below is a range of other ways to keep up-to-date with what’s happening at the Alexandra Stadium:

iFollow The Alex is the perfect place to keep in touch with everything happening over pre-season and during the new campaign.

iFollow The Alex offers:

  • Live match commentary from all first team matches
  • Extended HD video highlights (minimum 10 mins)
  • Full HD match replays
  • Live streaming of league matches (overseas subscribers only)
  • Exclusive video coverage of all Club press conferences.
  • Exclusive video interviews with staff & players
  • Fun features with Alex players
  • Training & behind-the-scenes footage
  • Access to extensive video archive 

Click here to check out more from iFollow or to subscribe to one of our extensive packages.

 

Social Media

Our Facebook & Twitter pages provides our fans with all the up-to-date information

Official Facebook page: www.facebook.com/crewealexofficial

Official Twitter Page: www.twitter.com/crewealexfc

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