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Club Charter

17 July 2012

Club Charter

CUSTOMER CHARTER


MISSION STATEMENT

Rochdale Association Football Club Limited "the Club" will strive to provide the best possible services and products to its customers at all times in relation to all its business activities.

Customer Service
The Club encourages all its staff to act in a kind, courteous, friendly and helpful manner to all its customers.

The club will respond to any contact from customers by telephone, email, letter, or fax within 14 days. 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.

The main point of contact for Club Customer Service issues is Colin Garlick who can be contacted as follows:

In writing: Rochdale AFC Ltd, Spotland Stadium, Sandy Lane, Rochdale, OL11 5DS.

By telephone: 0844 826 1907

email: office@rochdaleafc.co.uk

You can contact The Football League's Customer Services Department as follows:

Football League Customer Services Department
Operations Centre
Edward VII Quay
Navigation Way
Preston
Lancashire
PR2 2YF
Email: enquiries@football-league.co.uk
Telephone: 0844 335 0183

To help supporters complain if they have been the victim of abuse or have witnessed an incident of discrimination or harassment, Rochdale AFC has a reporting helpline number (01706 644648)

Should you feel the necessity to report the incident to Kick It Out rather than the Club, 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.

Rochdale AFC 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.

Staff Conduct
As a professional football club and a Full member of The Football Association and as a member of The Football League the club is committed to confront and eliminate discrimination whether by reason of sex, sexual orientation, race, nationality, ethnic origin, colour, religion or disability.

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 others within the game.

Equality at the Club means that in none of our activities will we discriminate against any person on the grounds of sex, sexual orientation, race, nationality, ethnic origin, colour, religion, disability and this includes:

·The advertisment of Employment

·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 will 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 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 currently supports:

KICK IT OUT

SHOW RACISM THE RED CARD

Consultation and Information
The Club will communicate with supporters on a regular basis through The Dale Supporters Trust and through various other communication methods i.e. E-Mail, Website, Club Programme, Newsletters and Forums

The Club will publicise its position on major policy issues in the Club Programme and on the Club Website.

The Club has and will endeavour to continue ways to develop better communications with Supporters, Shareholders, Sponsors, the Local authority and other Interested Parties.

The Club 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 Club will seek consultation and discussions with its Supporter group.

Ticketing
The Club will continue to strive for wider access to matches by offering a broad and innovative range of ticket prices and promotions. In keeping with this, the 2012/13 season will the extension of the matchday family ticket to the Main Stand, meaning three out of four stands at Spotland now have have this scheme in place. Meanwhile, more of our young supporters will be able to take advantage of our young persons match day ticket. The age to which supporters can purchase a young persons ticket is being raised from 19 and under to 21 and under

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 supports the Rochdale Metropolitan Borough Council "Passport to Leisure" initiative, which allows concessionary prices to passport holders.

The Club will provide support for disabled supporters and their helpers. Gina Buckley, Administration Manager is available on 01706 644648 or by email at admin@rochdaleafc.co.uk to assist disabled supporters with any questions.

The Club has a separate disabled policy, which is available on the Clubs website at www.rochdaleafc.co.uk or a copy can be obtained from the Clubs 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 Clubs website or by contacting the Clubs general office.

You can view a full list of match day ticket prices for the 2012/13 season by clicking HERE.

Accommodating Away Supporters
The Club abides by the 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 which are offered to our own junior supporters, young persons and senior citizens apply to supporters of the visiting team.

The Club advises parents who wish to take their children through the same turnstile, to purchase a ticket for their child before going to the turnstile.

The Club strongly recommends that all visiting supporters who wish to claim a concessionary price to purchase their ticket from the ticket office before going to the turnstile. PHOTOGRAPHIC ID, which includes the date of birth will be required to purchase concessionary tickets.

Merchandise
Official Rochdale AFC merchandise is sold instore at the Club Shop and on the Rochdale AFC online shop. The club shop is open from 9am-5pm Monday-Friday, 9am-5pm on a Saturday home match, and 9am-12pm on an away day. The shop is closed on a Sunday. Click here to visit the official online club shop.

The Club will make supporters aware when a replica strip is due to be launched by advertising the launch date on the clubs website.

The Club will always offer refunds on merchandise in accordance with the standard retail practices and as part of its legal obligations.

Community Activity
The Club believes that it is the "hub of the community" and will continue to work closely with all sections of the local community to promote the club as a family friendly sporting organisation. Through its links via the local education authority, schools and other community organisations the club seeks to act as a role model in encouraging fun, healthy and active lifestyles.

Reviewed June 2012


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