CUSTOMER CHARTER

2004/2005


 

MISSION STATEMENT

Swindon Town Football Club Ltd will strive to provide the best possible service to its customers at all times in relation to all its business activities.



      CUSTOMER SERVICE

         STFC will respond to any contact from a customer by telephone, letter, e-mail or fax 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.

 

      STAFF CONDUCT

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

         Swindon Town F C 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 be 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

                 Football development schemes

                 External education activities and awards

 

         Swindon Town F C 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.

         Swindon Town F C supports the Football Association and the Football League in their commitment to develop a programme of ongoing training and awareness raising events and activities in order to promote the eradication of discrimination.


      CONSULTATION AND INFORMATION

         STFC will communicate with supporters on a regular basis through the Supporters Club and through various other communication methods ie. E-mail, website, newsletters, club programmes and forums.

         The club will publicise its position on major policy issues in the club programme and website.

         STFC has and will endeavour 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.

         STFC undertakes to carry out the necessary research, including consultation with supporter groups, on the design and number of new strips.

 

      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 a reasonable rate of interest.

         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 and students.  Senior citizens are available to both men and women from the age of 60.

         STFC will provide an area of the ground for the exclusive use of family groups and junior supporters.

         STFC will provide support for disabled supporters and their helpers.  Stuart Pike, Ticket Office Manager, can be contacted 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.

         Season Ticket Holders are given first preference for sales of tickets to away matches

 

         Tickets for Cup competitions are priced accordingly, after consultation with the opposing club. 

         STFC asks for any unwanted tickets from opposing clubs be 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 endeavour to make any unwanted or returned tickets available providing that in doing so they do not breach any ground regulations or breach the clubs' Safety Certificate.

      ACCOMMODATING AWAY SUPPORTERS

         STFC abides by 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.

      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 our its obligations under Football League Regulations to prevent any price fixing in relation to the sale replica kit.

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

 

      COMMUNITY ACTIVITIES

         Swindon Town F C 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 organisations Swindon Town F C seeks to act as a
      role model in encouraging healthy and active lifestyles.