Wigan Athletic is committed to providing excellent service and this Charter sets out Wigan Athletic's policies.

CUSTOMER SERVICE:

- Stuart Hayton is the principal customer services contact at Wigan 'Athletic and he can be contacted as follows:

By Post : Letters should be addressed to:
Customer Services,
Wigan Athletic AFC,
The JJB Stadium, Robin Park, Newtown, Wigan, WN5 OUZ.
By Telephone: 01942 774 000
By Facsimile: 01942 770 477
By Email : s.hayton@jjbstadium.co.uk

Office Hours: 9am to - 5pm Monday to Friday

- The Club will endeavour to respond to any correspondence within seven days of receipt of same. If it is not possible to provide a full response then an acknowledgement will be sent followed by a detailed reply within twenty-one days of receipt of the original communication.

STAFF CONDUCT:

- Wigan Athletic staff will conduct themselves in a courteous and helpful manner in all dealings with customers.

- Wigan Athletic is an equal opportunities employer and is committed to an equal opportunities policy.

- Wigan Athletic and its staff will not tolerate sexual or racially based harassment or discriminatory behaviour whether physical or verbal and will work to ensure that such behaviour is met with appropriate disciplinary action and Wigan Athletic is fully committed to supporting the 'Kick Racism Out of Football' Campaign and the Wigan and Leigh United against racism campaign.

CHILD PROTECTION POLICY

Wigan Athletic regard the welfare of all children as a primary concern. Our Child Protection Officer is Mr Bill Collier, however it is everyone's responsibility to report any concerns. Any incidents of alleged misconduct will be taken seriously and responded to swiftly and appropriately. We endeavour to promote and implement appropriate procedures to safeguard and protect the well being of children

Wigan Athletic are currently looking at future recruitment and training to safeguard and protect children and will review and evaluate this Policy and these Procedures on a regular basis.

CONSULTATION AND INFORMATION:

- Wigan Athletic will continue to consult supporters on a regular basis through Forums and one to one Surgeries. We also publicise major issues in the Official Club Matchday Programme. The Club also uses local media through newspapers and radio to give notice of any changes to ticketing policies and any other major arrangements.

TICKETING:

The following policies apply in respect of all ticketing arrangements

Pricing

- Wigan Athletic is continually looking for ways in which to offer a broader range of ticketing prices for its supporters. An installment plan at a reasonable rate of interest is operational for season tickets and the south stand six-pack allows supporters to purchase a form of mini-season ticket whereby any six matches can be viewed for the price of five.

Allocation

- At least 5% of tickets to each game will be made available to non season ticket holders.

Concessions

- Concessionary prices are available to junior supporters, senior citizens and the disabled in specific areas of the stadium.

The Club provides:

 - Areas of the ground for the exclusive use of family groups and junior supporters, disabled spectators and their carers.

- Mrs Norma Sherratt can be contacted on 0870 1122 552 for details of our disabled facilities and ticket allocation.

- There are no restricted viewing seats at the JJB Stadium

Loyalty and Membership Schemes

- Wigan Athletic runs a Membership scheme that gives benefits on a matchday and entry into a monthly draw and discounts on season tickets.

Away Matches

- If there are restricted numbers of tickets available for away matches then priority will be given to season ticket and share holders before any remaining tickets go on general sale.

Cup Competitions.

- Generally for all Cup Competitions tickets are priced at the same price as for League games.

Returns/Refunds

- Every effort will be made to assist anyone with a genuine reason for returning their match ticket for any game to obtain a full refund before the match is played.

- If a match is postponed before kick-off, ticket holders are entitled to free admission to the re-arranged game.

- If a match is abandoned after kick-off, spectators are entitled to half-price admission to the re-arranged match.

ACCOMODATING AWAY SUPPORTERS:

- Wigan Athletic abides by Football League Regulations governing the allocation of tickets to visiting clubs.

- The admission prices for supporters of a visiting club are the same price as those for home supporters in comparable accommodation. In particular our concessionary rates offered to senior citizens and junior supporters apply to supporters of a visiting club but do not apply to the prices charged for our own in-house junior members club.

MERCHANDISE:

- All Merchandising on behalf of Wigan Athletic is carried out by JJB Sports Plc. JJB Sports Plc and the Commercial Department of Wigan Athletic liaise to determine the range and quality of merchandise and in which JJB Sports outlets the merchandise is available. This is carried out in accordance with JJB Sports Plc's own customer care policy and conditions. The Club endeavours to change its home and away strips no sooner than every two years. The Club is liaising with its Kit manufacturers as to the possibility of producing swing tickets on all strips.

COMMUNITY ACTIVITIES:

- Wigan Athletic is committed to the Football in the Community Scheme, providing facilities, to enable the administration of the Scheme to be carried out at Wigan Athletic premises.

- Wigan Athletic invite local schools and under privileged groups to attend matches at the JJB Stadium either free of charge or at reduced admission prices.

- Wigan Athletic participates in the Centre of Excellence and members are admitted to all home league matches free of charge.

- Wigan Athletic continues to develop partnerships with local, national and international companies such as Nationwide Season of promise, HJ Heinz & Co. Limited, Asda and Coca Cola to strive to improve facilities and working relations within the community.

GOOD CAUSES:

Wigan Athletic is committed to helping the local charities. In addition we allow a number of charity bucket collections to take place at selected home games during the season.