PUBLISHED 09:59 19 August 2013 By Swindontownfc.co.uk Swindon Town Football Club Customer Charter 2016/17. Contents. 1. Mission Statement 2. Customer Service 3. Complaints Procedure 4. Supporter Liaison Officer Details 5. Staff Conduct and Equal Opportunities 6. Consultation and Information 7. Match Day Parking 8. Ticketing 9. Match Abandonment 10. Stadium 11. Ground Regulations 12. Stewarding, Crowd Control and First Aid Procedures 13. Banning Orders 14. Accommodating Away Supporters 15. Merchandise 16. Community Activities 17. Junior Membership Schemes 18. Data Protection 19. Safeguarding 20. Catering Facilities – Kiosks 21. Hospitality 22. Charity Policy 23. Fans Forum 24. Review Date 1.MISSION STATEMENT Swindon Town Football Company Ltd (STFC) will commit itself to providing the highest standards of service excellence and professionalism to its sponsors, supporters, customers and commercial partners at all times. The Club will conduct an annual review of its customer charter and associated activities, and make changes as appropriate in line with the guidance from relevant governing bodies. 2.CUSTOMER SERVICE STFC will respond to any contact from a customer by telephone, letter or e-mail within 10 days. The club shall appoint a person within its staff to act as the Club Customer Services contact and that person will be available to accept calls or enquiries during the normal business hours of the club. The appointed member of staff is Karen Randall, she can be contacted on 0871 876 1879 or via email at firstname.lastname@example.org 3.COMPLAINTS PROCEDURE If a customer has a complaint or enquiry relating to one of the following specific issues the following members of staff can be contacted: • Staff Conduct: Karen Randall email@example.com 0871 876 1879 • Merchandising: Jason McGinley firstname.lastname@example.org 0871 876 1993 • Ticketing: Jason McGinley email@example.com 0871 876 1993 • Catering: Karen Abrook firstname.lastname@example.org 08443 754 345 • Discrimination: Karen Randall email@example.com 0871 876 1879 • Disability Issues: Jason McGinley firstname.lastname@example.org 0871 876 1993 • Stadium Facilities: Karen Randall email@example.com 0871 876 1879 • Community Work: Adam Wainwright firstname.lastname@example.org 0330 002 0020 Should the correspondent not be happy with the Club’s response, you may contact the Independent Football Ombudsman’s service that would be able to assist you if you contact using the details below, The Independent Football Ombudsman, Suite 49 33 Great George Street, Leeds, LS1 3AJ 0800 588 4066 4.SUPPORTER LIAISON OFFICER The club has a designated Supporter Liaison Officer and this employee is Karen Randall. Karen can be contacted on email@example.com 5.STAFF CONDUCT AND EQUIL OPPORTUNITIES As a professional football club, a member of The Football Association and The English Football League (EFL), all employees and members of staff are expected to abide by the requirements of the Race Relations Act 1976, the Sex Discrimination Act 1986 and the Disability Discrimination Act 1995. Specifically, discrimination is prohibited by: Treating any individual on grounds of gender, colour, marital status, race, nationality or ethnic or national origin, religion, sexual orientation or disability, less favourably than others. Swindon Town FC is an equal opportunities employer. We are committed to equal opportunity within our own organisation and will endeavour to encourage similar commitment from others within the game. Equality at STFC means that in none of our activities will discriminate against any person on the grounds of sex, sexual orientation, race, nationality, ethnic origin, colour, religion or disability and this includes: • The advertisement of jobs • The selection of candidates for employment or promotion • Job location or working environment • Pay and employment terms and conditions • Internal training and development activities • Football development schemes • External education activities • External education activities and awards Swindon Town FC 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 the appropriate disciplinary action. Swindon Town FC supports the Football Association and the EFL in their commitment to develop a programme of ongoing training and awareness raising events and activities in order to promote the eradication of discrimination. 6.CONSULTATION AND INFORMATION STFC will communicate with supporters on a regular basis through the Official Club Website, Social Media Channels and through various other communication methods i.e. E-mail, The Supporters Club, newsletters, and club programmes and forums. STFC will also endeavour to produce supporter questionnaires which will be published on swindontownfc.co.uk throughout the season. The club will publicise its position on major policy issues in the club programme, website and Social Media channels. STFC has and will endeavor to continue ways to develop communications with shareholders, sponsors, the local authority, supporters and other interested parties. The club will give, at the earliest possible notice, any changes to its ticketing policy and will give reasons for that change. 7.MATCH DAY PARKING Match day parking is available at the stadium at £10.00 per vehicle, Coach parking is also available at £20.00 per coach, Disabled parking is available at £5.00 per car, To book any of the above parking please e-mail Karen Randall on firstname.lastname@example.org 8.TICKETING STFC will continue to strive for wider access to matches by offering a broad range of ticket prices. The club operates a scheme to enable supporters to pay for Season Tickets by installment. At least 5 per cent of tickets to each game will be made available to non-Season Ticket holders. Concessionary prices are available to junior supporters, senior citizens, students and young adults. Senior citizens are available to both men and women from the age of 65 and over. Young adults are available to both men and women aged 18-21 years of age. STFC will provide an area of the ground for the exclusive use of family groups and junior supporters located in the Arkell’s Stand. STFC will provide support for disabled supporters and their helpers. Jason McGinley, Ticket Office Manager, can be contacted on 0871 876 1993 or via Jason@swindontownfc.co.uk for details of our disabled facilities and ticket allocation. The club will always make it clear to its customers buying tickets if these tickets are in a restricted view area. 260 loyalty points will be issued for Season Ticket holders at the start of the season. 15 points are issued for a home match purchase and 10 points for an away match purchase (one set of points per customer will be issued, if purchasing two tickets please re assign the additional ticket to the second customer to obtain loyalty points). Loyalty point balances will be cleared down at the end of every season. Matches with high popularity may go on priority sale. Tickets will be made available to people who have enough qualifying points. Details of priority sales will be published on our official website. Tickets for Cup competitions are priced accordingly, after consultation with the opposing club. STFC asks for any unwanted tickets from opposing clubs are returned 24 hours before a game so they can be redistributed and offered for sale at the away ticket office on the day of a match. The club will always endeavor to make any unwanted or returned tickets available providing that in doing so they do not breach any ground regulations or breach the club’s Safety Certificate. 9.MATCH ABANDONMENT In the unusual circumstance that a fixture is abandoned prior to the scheduled date Swindon Town’s Social Media channels will broadcast the news we will also do our best to let the local news and radio know. In the unusual circumstance a match is abandoned during play the following points/policies will come into effect. 1. If the game is abandoned for any reason before half time, the spectators may be admitted to the re arranged fixture for 50% of the normal admission charge. 2. If the abandonment occurs after half time, the normal admission changes for the re arranged fixture will apply. 3. If the game is postponed prior to kick off, tickets purchased for that fixture will be valid for the rearranged fixture. 10.STADIUM STFC will ensure that the County Ground stadium is maintained to the highest possible standards of cleanliness and safety. Under the direction of the Stadium Manager and the Match Day Safety Officer, the safety of supporters and visitors to the stadium will be of paramount importance. If you would like to report any Stadium issues please contact our Operations Manager, Karen Randall on email@example.com 11.GROUND REGULATIONS You will find a number of Ground Regulations posters around the stadium and on the Official STFC website. http://www.swindontownfc.co.uk/club/groundregulations.aspx 12.STEWARDING, CROWD CONTROL AND FIRST AID PROCEDURES Should you require medical assistance while at the County Ground we have a medical room based at the front of the Arkell’s Stand near the Town End, if you are unsure where this is, your stand stewards will be able to escort you or point you in the right direction. 13.BANNING ORDERS These are employed after an incident has been reported through our stewards/Safety Officer to the Police and then judicial action has been taken against the alleged perpetrator. Banning orders can vary in length of time dependent upon the nature of the misdemeanour. Examples of unacceptable behaviour leading to banning orders include, violent or abusive behaviour towards the public or club officials, drunken behaviour, racist chanting or comments and encroaching on to the playing surface. 14.ACCOMMODATING AWAY SUPPORTERS STFC abides by English Football League Regulations governing the allocation of tickets to visiting clubs. The club does not charge admission prices to supporters from a visiting club which are higher than those charged to our own supporters for comparable accommodation. Our concessionary rates offered to our own senior citizens, junior supporters and students apply to supporters of a visiting club. 15.MERCHANDISE STFC will make all supporters aware when a replica strip is launched (date of launch) and the life span of the kit, through its club programme, any merchandising catalogues, through e-mail communications and with visible signage in the club shop. The club will make details available of any intended change of kit through its club shop and the club carries out its obligations under EFL Regulations to prevent any price fixing in relation to the sale of replica kit. STFC will always offer refunds on merchandise in accordance with standard retail practices and as part of its legal obligations. A refund can only be processed if the item is returned within 28 days, in pristine condition and all tags attached with a valid proof of purchase. An item cannot be returned if used/worn unless faulty. Replica shirts with personalization will not be refunded unless faulty. STFC also offers an online shopping outlet via www.stfcdirect.com any queries in relation to this website should also be sent to Jason McGinley at the below details. The usual Club Shop Opening Hours are: 9am – 5pm Monday to Friday. During the season, the Club Shop will also be open Match Days 9am to Kick-off and non-match days 9am – 12 midday. Tickets will be available until half time on the day of the match Any complaints or enquiries should be sent to Retail Manager, Jason McGinley on firstname.lastname@example.org or call on 0871 876 1879 16.COMMUNITY ACTIVITIES Swindon Town FC will endeavour to work closely with all sections of the local community to promote the club as a family orientated sporting organisation. Through its links via the local education authority, schools and other community organizations STFC seeks to act as a role model in encouraging healthy and active lifestyles. 17.JUNIOR MEMBERSHIP SCHEMES STFC operates a Junior Membership Scheme ‘Junior Reds’ that is designed to create an even greater bond between the club and its young supporters. Junior Red (15 and under): £30 per season (can be used in conjunction with Under11s go free each match day as long as they are a Junior Red) For full details of Membership please view swindontownfc.co.uk or email Store@swindontownfc.co.uk or call 0871 876 1993 18.DATA PROTECTION STFC are required to maintain the privacy and security of the customer details held on record in accordance with the Data Protection Act 1998. STFC have appointed FL Interactive to operate their official club website. FL interactive is responsible for ensuring data protection is in place in respect of any user data collected by the official club website. 19.SAFEGUARDING STFC is committed to safeguarding children, young people and vulnerable adults in all aspects of its work and match delivery. The Club recognises that people in football are considered by many to be role models for children, young people and vulnerable adults and it will endeavour to demonstrate the correct aspects of the game to its entire audience group. The Club will seek to ensure that the football stadium provides a safe and caring environment for all spectators. Procedures for ensuring adequate child protection safeguards will be implemented and appropriate records will be kept. 20.CATERING FACILITIES: KIOSKS STFC contract the operation of the Kiosks throughout the ground to Centerplate. If you have a complaint or wish to make an enquiry please contact our Operations Manager, Karen Randall in the first instance on email@example.com or 0871 876 1879 21.HOSPITALITY The club has a number of hospitality opportunities on match days, for more info please follow this link http://www.thecountyground.co.uk/hospitality/ or contact our Commercial Department on 0871 876 1879. 22.CHARITY POLICY: Please click here (http://www.swindontownfc.co.uk/page/CharityArticle/0,,10341~2117023,00.html) for the STFC Charity Charter 23.FANS FORUM The Football league have introduced a new regulation where by clubs are committed to meeting regulation 111 Expert working group (EWG) supporter Ownership and Engagement discussion. Swindon Town will be holding a minimum of two fans forum meetings per season with details of which being published on the official website and social media channels once dates for the forums have been agreed. This will be an opportunity for fans to attend the ground and have their say on significant issues regarding the stadium. The meetings will be held by Club Directors and Senior Executives. 24.REVIEW DATE This Charter will be reviewed on or before 01 July 2017.