Updated: August 2020
At Rochdale AFC, we see ourselves as the Town’s ‘Club’. By working as one, and playing with passion and commitment, we can continue to build a club our supporters and the community of Rochdale can be proud of, now and into the future. We are a “family” Club and we have introduced the “Dale Family” as part of our ticket offering this season.
Here at Rochdale AFC we take great pride in the strong bond, which exists between the club and the diverse communities of Rochdale and the surrounding area. The club is committed to supporting the Community Trust, our charitable arm, who deliver a range of community focused and issue based activities across the Town, ensuring that we maintain and develop links to the wider general community of Rochdale promoting the value of sport and health and well-being programmes and engaging with our supporters of tomorrow.
Contacting the Club
Rochdale Association Football Club Limited “RAFC” will strive to provide the best possible services and products to its customers at all times in relation to all its business activities.
This Charter sets out various parts of RAFC and how to make contact, but the main contact points are:
By writing to:
Rochdale AFC Ltd
The Crown Oil Arena
By phoning: 01706 644648 (and selecting the relevant Option)
By emailing: firstname.lastname@example.org
The latest RAFC news and details of the Club, Policies and a great deal of information on the Club can be found at www.rochdaleafc.co.uk (the RAFC website)
Covid 19 and implications
The impact of Covid 19 has been felt worldwide and caused our 2019-20 season to be finished early. This Charter reflects conditions and knowledge as at August 2020 and therefore elements will be liable to change and all relevant changes will be on the RAFC website. As at August 2020 it is known that initial games for the season ahead will be planned to be behind closed doors, with no access to the public. Also, when crowds do return they are likely to be limited in number to maintain social distancing and again full details and changes will be available on our website.
There are also implications to the working of all departments of the Club and to public access to both the Club Offices and Shop, and we are sure the Dale Family of players, staff, supporters and contractors will work with us and visiting supporters and Clubs will respect any restrictions.
RAFC values communication with its supporters. In addition to articles on our official website, we are also very active on our social media networks such as Facebook, Instagram, Twitter and YouTube.
Social media enables us to have direct communication with fans and is a fantastic tool that allows us shout loud and proud about all things Dale related, from first team updates to ticketing information, to the club’s successful Academy and Community Trust team.
Should you have a genuine query, we would encourage you to get in touch with us via one of our social media channels and we will do our best to reply to you as quickly as possible. We also really appreciate your interaction!
You’ll find full length interviews and match highlights on iFollow. UK subscribers can listen to audio commentary from all EFL games, while overseas subscribers can watch matches live.
Official website: www.rochdaleafc.co.uk
Facebook: @Rochdale AFC
RAFC encourages its entire staff to act in a kind, courteous, respectful, friendly and helpful manner to all its customers (including supporters, clients, customers, visitors etc).
RAFC will respond to any contact from customers by telephone, email, letter, or fax within 14 days, and will respond by the most efficient and appropriate method of communication (phone, email, post). In the event that we feel unable to satisfy any matter raised within 14 days, an acknowledgement will be sent indicating the time scale that we anticipate resolving the issue.
All formal complaints will be directed to the relevant department for comment/response.
Please note that requests for trials, work experience, jobs and free merchandise are covered specifically in sections of this Charter below and, in those cases, it is likely that no responses will be sent.
As a professional football club, a Full member of The Football Association and as a member of The English Football League the club is committed to confront and eliminate discrimination in all its forms.
The aim of Rochdale AFC Equality Policy is to promote our own equality objectives and in doing so, help to ensure that everyone is treated fairly and with respect. All Rochdale AFC representatives should abide and adhere to this Policy and to the requirements of the Equality Act 2010. In doing so, we are working towards being legally compliant in relation to equality legislation.
Rochdale AFC commitment is to promote inclusion and to confront and eliminate discrimination whether by reason of age, gender, gender reassignment, sexual orientation, marital status or civil partnership race, nationality, ethnicity (race), religion or belief, ability or disability, pregnancy and maternity and to encourage equal opportunities. These are known as ‘protected characteristics’ under the Equality Act 2010.
This Policy is fully supported by the Board of Rochdale AFC and David Bottomley CEO and Equality Champion is responsible for the implementation of this policy.
Rochdale AFC will ensure that it treats everyone fairly and with respect and that it will provide access and opportunities for all members of the community to take part in, and enjoy, its activities.
Every staff member, Board member, official, spectator, fan and visiting teams can be assured of an environment in which their rights, dignity and individual worth are respected, and in particular that they are able to work and watch football in an environment without the threat of intimidation, victimisation, harassment or abuse.
Employment with the Club
The club is an equal opportunities employer. We are committed to equal opportunity within our own organisation and will endeavour to encourage similar commitment from individuals and organisations within the game.
Equality at the Club means that in none of our activities including when vacancies arise across the Business will we discriminate against any person on the grounds of the age, gender, gender reassignment, sexual orientation, marital status or civil partnership race, nationality, ethnicity (race), religion or belief, ability or disability or pregnancy and maternity. On some occasions operational reasons may mean that we need to fill a role either quickly or by business need. Generallywe will follow the the recruitment and Selection process by way of;
• Employment opportunities being advertised whenever possible
• The selection of candidates for employment or promotion.
• Employment location or working environment
• Pay and employment terms and conditions.
• Internal training and development opportunities
• Football development schemes
• External education activities and qualifications
The club does not tolerate sexual or racially based harassment or other discriminatory behaviour, whether physical or verbal, and will work to ensure that such behaviour is met with the appropriate disciplinary action.
The club supports the Football Association, The English Football League, The Professional Footballers Association and The League Managers Association in their commitment to develop programmes of ongoing training and awareness raising events and activities in order to promote the eradication of discrimination.
The club supports:
KICK IT OUT
SHOW RACISM THE RED CARD
LEVEL PLAYING FIELD
To help supporters complain if they have been the victim of abuse or have witnessed an incident of discrimination or harassment, RAFC would like the matter reported by email (email@example.com) or using the Club telephone number (01706 644648).
Should you feel the necessity to report the incident to Kick It Out rather than RAFC, supporters should ring freephone number (0800 164 9414).
All complaints received by Kick It Out will be recorded and details of the incident forwarded to Rochdale AFC and the Football Association, with the complainants’ anonymity guaranteed if requested.
RAFC ensures that all complaints are dealt with sensitively and appropriately to help supporters feel comfortable with the process and are conﬁdent that the club is taking any issues seriously.
Should any Customer (Supporter) not be satisfied with any part of the Clubs Complaint Procedure then they have the right to direct the matter to the Independent Football Ombudsman (IFO) in line with the IFO procedure.
How to complain to the IFO
Complaints should be made in writing and may be submitted by post to:
The Independent Football Ombudsman, Suite 33, Great George Street, LEEDS LS1 3AJ or by e-mail to: firstname.lastname@example.org or via the website: www.theifo.co.uk
You may initially register your concerns by phone and may wish to leave a message on the IFO Voicemail 0800 588 4066.
You should submit a summary of your complaint, to include details of your concerns and your desired outcome. This should be supported by any documentary evidence available, including correspondence to and from the provider. This may be submitted either in hard copy or electronically. You may communicate with the IFO and the provider online if you wish. You will be given sufficient time to submit full documentation in order for the IFO to consider a complete case file.
Consultation and Information
RAFC will communicate with supporters on a regular basis through The Dale Supporters Trust and through various communication methods including email, RAFC website, Match Day Programme, Newsletters, Social Media (including Facebook, Instagram, Twitter and fans forums. RAFC will publicise its position on major policy issues in the RAFC Programme and on the RAFC website.
RAFC have a good working relationship with The Dale Supporters Trust and have an agreed and signed Memorandum of Understanding. RAFC commits that members of the Board of Directors and/or RAFC Management will meet with democratically elected representatives of the Community Trust on at least two occasions during the season
RAFC also hold 2 open Fans Forums each year – open to all fans and including information for the Club and then questions from the fans. The timing is normally at the start of the season and mid-season but the implications of Covid may impact in the short-term.
RAFC will give the earliest possible notice of any changes to its ticketing policy and will give its reasons for those changes.
Where possible and appropriate, the RAFC will seek consultation and discussions with the Dale Supporters Trust, the only official supporters body.
The Club is aware that fans often wish to contribute thoughts and fans may do this by emailing the Club on email@example.com or by writing in to the Club for the attention of the relevant person. The Club advises that letters or emails to coaches and players will be looked at by Club staff before forwarding.
RAFC will continue to strive for wider access to matches by offering a broad and innovative range of ticket prices and promotions. As from September 2020 all ticketing will be electronic and there will be no cash turnstiles. Advice on purchasing tickets prior to approaching the turnstile is provided on our website. This electronic ticketing also means that children can enter by the same turnstile as their parents or guardians as everybody will have an electronic ticket.
Full details of ticket pricing for both Season Tickets and for Matches will be found on the RAFC website, as will the Ticket Office opening hours. Tickets can also be purchased online.
Match Day concessionary prices are available to junior supporters, young persons and senior citizens. Senior citizens are available to both men and women from the age of 65.
The club urges all supporters who are looking to claim a concessionary price to bring PHOTOGRAPHIC ID, which includes their date of birth with them to confirm that they are entitled to claim the concession.
The club will provide support for disabled supporters and their helpersJan Marsh or Nicola Toolan can be contacted on 01706 644648 or by email at firstname.lastname@example.org to assist disabled supporters with any questions.
RAFC has a separate Disabled Policy (within the Admissions Policy), which is available on the RAFC website at www.rochdaleafc.co.uk, or a copy can be obtained from the RAFC general office.
When there is a restriction on tickets, season ticket holders will be given priority to purchase.
Tickets for all cup competitions will be fixed once the opponents are known and published on the clubs website. All prices have to be agreed with the opposing team and these will be done on a match by match basis taking into account the status of the competition, the opponents and the rules relating to the competition.
The club has a separate Admissions Policy which is available on the RAFC website or by contacting RAFC.
The club's Supporter Liaison Offer is George Delves, who can be contacted by emailing email@example.com or by calling 01706 644648.
Accommodating Away Supporters
RAFC abides by the English Football League Regulations governing the allocation of tickets to visiting clubs. The EFL and RAFC accept that the implications of Covid 19 will impact on this during both “Behind Closed Doors” and “restricted crowds” phases towards a full return to crowds.
RAFC charges the same admission prices to supporters from a visiting club as our own supporters for comparable accommodation. Our concessionary rates which are offered to our own junior supporters, young persons and senior citizens apply to supporters of the visiting team.
RAFC strongly recommends that all visiting supporters who wish to claim a concessionary price to purchase their ticket provide PHOTOGRAPHIC ID, which includes the date of birth. All tickets will need to be purchased before approaching the turnstile as there will be no cash turnstiles.
Abandoned/Postponed Match Policy
Subject to the rules and regulations of the Football Association and League governing bodies, Rochdale AFC will adopt the following policy for refunds for abandoned matches:
A match postponed before supporters admitted to the stadium will result in free admission to the rearranged game on production of complete valid ticket or alternatively a full refund.
A match postponed after spectators admitted to the stadium but before kick-off will result in free admission to the rearranged game on production the original counterfoil being exchanged at the ticket office or alternatively a full refund.
If a match is abandoned after kick-off and during the first half the RAFC will issue a voucher entitling the spectators to half price admission to the re-arranged match. RAFC ask that tickets are retained as proof to enable half price admission to the re-arranged match
If a match is abandoned after the completion of the first half RAFC reserves the right not to offer a refund or reduced admission to the re-arranged match. Tickets should be retained for a short period as RAFC may decide to offer some reduction on the re-arranged depending on circumstances and timing.
The RAFC Club Shop is situated on Pearl Street at the Crown Oil Arena. There is also an online shop available on the RAFC website.
RAFC aim to provide a range of quality products that will appeal to fans. RAFC will make supporters aware when a replica strip is due to be launched by advertising the launch date on the club's website. RAFC have also committed to involving the supporter’s in the choice of kits and this has successfully been achieved in recent years.
The club will always offer refunds on merchandise in accordance with the standard retail practices and as part of its legal obligations.
If you are a collector of club memorabilia and are looking to obtain free Rochdale AFC souvenirs by contacting us online, then you will be disappointed. Badges, keyrings, posters and other such items can be purchased from the Club Shop at the Crown Oil Arena or online.
RAFC believes that the Club is the “hub of the community” and will continue to work closely with all sections of the local community to promote RAFC as a family friendly sporting organisation. Through its links via the local authority, schools and other community organisations the club seeks to act as a role model in encouraging fun, healthy and active lifestyles. RAFC also has strong ties with “Dale in the Community Sports Trust” which has its own web-tab on RAFC’s website.
As the “hub of the community”, RAFC will, wherever, possible use local contractors and services thus supporting local businesses. RAFC will also prioritise supporting local Charities where possible.
At RAFC, safeguarding is everyone’s responsibility and club personnel have a duty to safeguard the welfare of children and vulnerable adults. RAFC does have in place comprehensive safeguarding policies and procedures which meet the requirements of the EFL, the FA and Government legislation. Our Safeguarding Policy can be found on the RSFC website
The RAFC Designated Child Welfare Officers are:
Roy Thickett for the Academy
Rochdale AFC CEO
For Hospitality Packages, Executive Boxes, Matchday Dining, Sponsorship, Match Packages & Premium 100 Club Membership, please contact
Frances Fielding who is the Clubs Sales & Marketing Manager and can be contacted as follows: Telephone: 01706 753581 E-Mail: firstname.lastname@example.org
A copy of the RAFC/EFL Ground Regulations can be found on the club's website: www.rochdaleafc.co.uk
Anyone found to be in breach of the Ground Regulations renders themselves liable to arrest and prosecution and the possibility of a banning order.
The Board of Directors of Rochdale AFC in conjunction with Greater Manchester Police will determine any banning orders based on the circumstances of the incident.
The Crown Oil Arena has a small car park that is used for club staff, players and officials as well as club guests, spaces are also reserved for emergency and regulatory purposes, which leaves a number of spaces, including disabled spaces that are sold on a seasonal basis, match by match car parking spaces are not available other than two disabled spaces that are reserved for visiting team supporters.
Street parking is permitted in and around the stadium with cone restrictions in place on match days, all supporters and visitors are asked to respect our neighbours in terms of where they park, keeping noise to a minimum and not leaving litter.
RAFC receives many requests from charitable organisations both locally and nationally. All such requests cannot be considered due to the effect on RAFC resources. As we consider that RAFC is at the “hub of the community”, then RAFC has a desire to support local charities in fundraising activities within the community and therefore “local” charities will be prioritised. Each individual request will be judged on a case by case basis. Although we cannot provide financial support there may be other ways we can support your cause. All requests should sent by post to:
Charity Request of Rochdale AFC
The Crown Oil Arena
Rochdale OL11 5DR
And be on headed paper setting out full details of what is being requested. Whilst we will endeavour to reply to all requests, applicants are advised to be aware of the strategy set out above
The club does not offer work experience placements. The club’s Academy may offer work experience to University students but on a case by case basis only. Please note that these opportunities are very limited in number over the course of the year. Please email email@example.com
Dissertation/ Questionnaires Requests
The club receives many requests in relation to information to assist with dissertations and or questionnaires, unfortunately due to the number of requests and our limited resources it is not possible for us to respond to such requests.
Trial Requests and Coaching Roles
RAFC does not hold trials for first team players. If you are an individual looking for a trial with Rochdale AFC, then please do not contact us online with requests, as these will be ignored. We do receive a significant number of such requests and replying in the negative not only disappoints but often creates further email exchange. If you have experience at an Academy within the UK, or with a professional Club within the UK, then please email your CV and a video to – firstname.lastname@example.org – but please do not send any reminders after the initial email. If the Club wishes to pursue any such request received, then the Club will be in contact
The Rochdale AFC Academy, does, however, hold trials at different times throughout the year. Anyone player wishing to be considered for a trial must in the first instance must send their football curriculum vitae to the club either by post to Rochdale Football Club, Crown Oil Arena, Sandy Lane, Rochdale, OL11 5DR or by email to email@example.com
Please monitor the club website for information regarding dates.
Similarly the Club receives a number of offers for employment within the coaching staff and whilst these may be considered, on the basis outlined above, following experience at professional Club within the UK, it is unlikely that we will be able to respond to all such requests and jobs that arise receive advertising.
RAFC operate Women’s Football through the “Dale in the Community Sports Trust” and aspiring female players should contact the Trust.
Environmental Policy and Contractor Policy
The Club are in the process of developing an Environmental Policy and will seek to work in ways that are environmentally friendly wherever possible.
The Club have a public stance that, wherever practical, local businesses and contractors will be used when there are jobs requiring external assistance. The Club accepts that there are certain tasks that are very specialist and local firms may not always be available. Where time permits the Club will seek 3 quotes for any job and also invites supporters to identify any particular skills that they may be able to offer, so that a database may be created.