Ticketing Policy – Disabled Supporters
Derby County Football Club operates a ticketing policy that recognises that disabled supporters may need assistance to fully enjoy the match day experience and offers a variety of reasonable adjustments based on individual supporters needs, not their ‘disability’.
By completing a Reasonable Adjustment Form and submitting the appropriate supporting documentation, we can plan to meet the disabled supporter’s needs, during their visit to Pride Park Stadium and that accessible facilities and services are only used by the supporters that need them. Each application is reviewed on a case-by-case basis.
If you require assistance with completing the Reasonable Adjustment Form, then please contact our Disability Access Officer. Alternatively, you can request a form over the counter or by calling 01332 667528.
Personal Assistant Ticket
At Derby County Football Club, we take our responsibilities toward disabled supporters very seriously. We recognise that for some of our supporters to take advantage of all that we have to offer, they may need support from another person. As such, it is our policy that where this is the case, we make available complimentary tickets which will enable a disabled supporter to bring a personal assistant with them to support them with their needs.
It is important to understand that the Personal Assistant Ticket is not a concessionary ticket or ‘2-for-1’ deal but is actually a reasonable adjustment made by the club to enable a disabled supporter to more easily access the full range of match day and event services (in consideration of UK legislation as described in the Equality Act 2010).
The only criteria we have for offering a free Personal Assistant Ticket is that you have to have another person with you to get the same quality of service as a non-disabled person for a reason related to your own disability. This does not apply to short term conditions like broken legs.
Please note that a personal assistant, on their own, is not entitled to any benefits normally associated with a Season Ticket, this includes any renewal benefit or the purchase of match tickets during priority sale periods.
Requesting A Free Personal Assistant Ticket
Since this scheme is potentially subject to fraudulent misuse, we have to operate a system to check eligibility for a complimentary ticket. To apply, a Reasonable Adjustment Application Form will need to be completed and you will also be required to submit appropriate supporting documentation to our Disability Access Officer.
Please find below a list of supporting documentation that we might take into consideration when considering whether to allocate a complimentary Personal Assistant Ticket:
· Receipt of the Disability Living Allowance (DLA) or War Pensioners' Mobility Supplement (or government standard equivalent).
· Receipt of Personal Independence Payments (PIP)
· Receipt of either the Severe Disablement Allowance or Attendance Allowance. War Pensioners' Mobility Allowance or War or Service Disablement Pension for 80% or more disability.
· Blind or partially sighted registration certificate (BD8 or CVI Certificate) or evidence from an eye specialist, for example an optometrist, that the individual would qualify to be registered as severely sight impaired (blind) or sight impaired (partially sighted). Further advice can be found on the Royal National Institute of Blind People (RNIB) website.
· A personal letter from the GP, community nurse or social worker that the individual has a long-term impairment or ‘disability' and requires assistance.
· Confirmation in writing from Social Services that the individual is included on their Deaf Register, or a letter or report from an aural specialist confirming that hearing loss has been recorded at 70 – 95 dBHL or worse.
Derby County Football Club also accepts The Access Card as evidence, and all supporters requesting a Personal Assistant Ticket with the +1 symbol on their card will receive one without the need for any further information or evidence.
Please note this list is not exhaustive and consideration will be given to any other evidence that can be provided. For guidance, the club advises supporters to refer to the Level Playing Fields website.
The club reserves the right to seek additional proof of disability where there is an element of reasonable doubt, as to the need for a Personal Assistant Ticket.
The Role of A Personal Assistant / Essential Companion
By accepting the complimentary Personal Assistant Ticket, the disabled supporter’s companion accepts responsibility for providing the support they need to attend a match. This includes being able to provide additional assistance during an emergency evacuation.
The stewards at the match are unable to provide assistance in excess of their typical role, therefore, it is important that, if the disabled supporter requires help moving around, the personal assistant is ready and willing to support them with this.
When entering the stadium, the personal assistant must enter at the same time as the disabled supporter. Although a disabled supporter can enter the stadium by themselves, the personal assistant will not be admitted without being in the presence of the disabled supporter.
It is the policy of Pride Park Stadium's Ground Regulations that all children under the age of 16 are accompanied by an appropriate adult, aged 18 and over. We accept that young carers are a much valued and needed source of support, but we are only able to accept them providing that this has been authorised by the club’s Disability Access Officer.
If the need for a Personal Assistant Ticket is something related to a potential deterioration in the disabled supporter’s condition then a Personal Assistant Ticket may not be authorised for anyone under the age of 16.
If the disabled supporter attends a match with a personal assistant under the age of 16 or if there is doubt in the absence of valid photo ID, we reserve the right to refuse admission. This does not apply where there are other adults in the party able to accept responsibility for the young carer.
Contingency – What Happens If You Lose Your Support
It is important that the disabled supporter and their personal assistant are aware of what happens if for some reason the disabled supporter loses their support.
If it is felt that the personal assistant is not providing the disabled supporter with the support they need, we reserve the right to eject them from the facility at any time and refuse access for future matches.
We will endeavour to support the disabled supporter for the rest of their visit, if this is the case, however, if we are unable to make appropriate reasonable adjustments to do this and it jeopardises the disabled supporter, or other supporters, health or safety, we may be left with no other option than to ask that the disabled supporter leaves too. It is especially important that you choose the right support to come with you.
Abusing the System
If we feel that either the disabled supporter or their personal assistant are abusing the system, we reserve the right to treat the matter as fraud and look at bringing legal action. This may result in tickets for future games being confiscated. Every accessible space taken up by somebody that doesn’t need it represents a disabled supporter missing out.
Personal assistant tickets are transferable; however, tickets for the disabled supporter are not. Should any disabled supporter or personal assistant be found to be abusing this or any of the other terms & conditions within this policy, the club reserves the right to deny admittance and may take further action.
For more information regarding ‘upgrading’ a Personal Assistant Ticket (if required) or for any other enquiry please contact the Ticket Office, presented by SeatGeek, on 01332 667528.
Season Tickets & Match-day Tickets
Disabled supporters can purchase a season or a match day ticket (subject to availability) at the appropriate age band price, which includes a complimentary Personal Assistant Ticket, if required, for their personal assistant (subject to qualification); see ‘Requesting a free Personal Assistant/Essential Companion Ticket above for guidance on this process.
Disabled Supporters whom are wishing to purchase their tickets can either do so in person at the Derby County Ticket Office presented by SeatGeek, online at www.dcfc.co.uk or over the phone on 01332 667528 during our opening hours which can be found here.
The Ticket Office does have a low-level service counter for wheelchair users and people of shorter stature.
Disabled supporters are able to enjoy matches at Pride Park Stadium, choosing any hospitality package to suit their needs. Wheelchair users are advised to speak to a Hospitality Sales Representative to ensure the best package is offered and that the chosen package has access to an available wheelchair space.
Disabled supporters that require a personal assistant to accompany them within a hospitality area shall receive a complimentary Personal Assistant Match Ticket (subject to availability and qualification). All other elements of the hospitality package are to be paid at full price.
For more information on our seasonal and matchday hospitality packages, please call 01332 667525 or email [email protected]
Wheelchair users are accommodated on either the front row (pitch-side) of all four stands or on an elevated platform, which allow the personal assistant to sit alongside them. For more information, please refer to our Access Statement, which can be found here.
Ambulant supporters can sit anywhere in the ground with their personal assistant (subject to qualification), providing they can access the area safely. They are also subject to the relevant price of the seating category of the area they choose to sit in.
Requirements should be stipulated at the time of purchasing a ticket to ensure appropriate seating is provided. For more information, please refer to our Access Statement, which can be found here.
Supporters that have a temporary disability (e.g. broken leg) that may affect access to the stadium or seating areas, should contact the Ticket Office, either in person or by calling 01332 667528, prior to the fixture, to arrange alternative seating.
Deaf / Hard of Hearing Supporters.
The Club have induction loop equipment in most customer contact points at Pride Park Stadium.
On match days at Pride Park Stadium, information will be carried on the ‘Big Screen’ and via the Public Address System.
Blind / Partially Sighted Supporters
An audio descriptive commentary service is available for blind or partially sighted supporters.
Please contact the Disability Team on 01332 667528 to reserve a receiver no later than 24 hours prior to the fixture date (subject to availability). Please note that you will need to bring your own earphones (round jack).
Any disabled supporter wishing to attend the stadium with an assistance dog needs to contact the Disability Access Officer, so that we can ensure the appropriate match tickets (subject to availability) are allocated and adequate arrangements have been made prior to the fixture.
Accessible toilets are located in all parts of the Stadium and these are clearly signed. Should you require assistance, please seek advice from the nearest steward. All accessible toilets operate using the National Radar Key system. We would advise you to bring your 'Radar' access key with you.
Please be aware that to park in any of our car parks on matchdays you must have a valid car parking ticket.
For more information on car parking please refer to our Access Statement, which can be found here.
Catering facilities are available in all parts of the stadium. Currently, all our serving counters that are within the concourse areas are high level counters. The Club makes reasonable adjustments to enable disabled supporters to access the catering facilities by instructing one of our dedicated stewards to monitor the areas in which wheelchair users are located to ascertain whether any additional help is required.
If your condition/situation changes
If your condition/situation changes, it will be your responsibility to inform the club immediately, so that, we can make sure that the appropriate reasonable adjustments are made for you to continue attending matches safely (subject to availability).
If your contact details should change, then please let us know as soon as possible, as this could have an impact on future Season Ticket renewals and us providing you with important information.
Terms & Conditions
All Season Tickets, Memberships, Match Tickets and Hospitality are sold subject to availability and issued subject to Derby County Football Club’s Disabled Supporter Ticketing Policy, Terms & Conditions of Sale and Ground Regulations which can be found on our website at www.dcfc.co.uk
Supporter feedback, comments and suggestions are crucial in highlighting areas where we can enhance the matchday experience we offer, so we welcome your thoughts!
Disability Access Officer: Emma Drury
Telephone: 01332 667528
Email: [email protected]