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					RANGERS FOOTBALL CLUB
SUPPORTERS CHARTER

COMMUNICATION

Rangers Football Club….

   Consults supporters on a regular basis through the Rangers Supporters UK Alliance
    quarterly meetings and ongoing communication, Rangers World-wide Alliance
    communication and annual meeting, customer focus groups and questionnaires.

   Publicises its position on major policy issues in a comprehensible format in Club
    publications, website and other available mediums.

   Regularly communicates changes in policy and business practices via most effective
    forms of communication – internal and external. e.g. customer information pack
    issued season 2002/2003, dedicated weekly column in Rangers publication,
    matchday announcements/jumbotron advertising, telephone messaging and e-mail
    newsletter.

   Has and continues to develop ways to consult key stakeholders including
    shareholders, sponsors, local authorities and other interested parties.

   Gives the earliest possible notice of any changes to its ticketing policy and the
    reasons for the changes.

   Has appointed a dedicated Supporters Liaison Manager, Jim Hannah who
    communicates with supporters on a day to day basis. He can be contacted by email
    at supportersalliance@rangers.co.uk or by phone 0141 580 8500.

   The Club undertakes to keep supporters informed as to fixture changes by the most
    costs effective means e.g. Fixture list at start of season, ongoing updates through
    Rangers media, e-mail to supporters club contacts and matchdays.


CUSTOMER SERVICE

Rangers Football Club…

   Continually seeks to improve the quality of service it provides to its supporters.

   Seeks to achieve the highest level of service to all its supporters.

   Treats all customers in a professional and courteous manner.
   Responds promptly to any contact from a customer via telephone, letter , e-mail or
    fax.

   Will endeavour to answer 90% of calls within 30 seconds.

   Prefers all complaints to be made in writing, by letter or e mail and will respond in
    form. In the first instance we encourage customers to contact the Supporters
    Services Team on 0870 600 1972 who will acknowledge any letter of complaint
    within 2 working days of receipt and will endeavor to provide a full response within
    10 working days. If a complaint has not been dealt with to the customers
    satisfaction, then recourse is available by writing to Gillian Melrose, Supporter
    Services Manager, who has overall responsibility for Customer Service.


PRODUCTS AND SERVICES

Rangers Football Club strives to provide the widest range of quality products and
services to its customers:

Catering

   The Club subcontracts its catering service for both fast food outlets and hospitality.
    This outsourcing has provided a fresh approach, creative menus, quality and service
    to our provision of matchday catering. Rangers Football Club operate tight
    controls through the implementation of service level agreements and close
    monitoring of pricing and product policies.

   The Club offers a wide range of hospitality products to meet both individual and
    corporate budgets providing the highest level of quality and service throughout.



Merchandising

   The home replica strip has a minimum life span of two seasons unless changes are
    enforced due to contractual obligations.

   The away replica strip has a minimum life span of one season.

   The Club carries details of the next intended change of kit, including the change
    date of kit, in Rangers Shops in advance of each kit launch.

   The Club carries out its obligations under the SPL rulebook to prevent price fixing
    in relation to the sale of replica strips.
   The club offers refunds on merchandise purchased at official Rangers Shops, and via
    Rangers Direct mail order and e-commerce operations, in accordance with its legal
    obligations.

   The Club will not knowingly buy goods from any supplier or manufacturer who
    does not comply fully with the labour, safety and other relevant laws of the
    countries of manufacture with respect to minimum wages, hours of work, overtime,
    sick pay and holiday entitlement. Rangers Football Club opposes the exploitation of
    child labour. No orders will be placed from suppliers employing child labour. No
    orders will be placed from suppliers employing child labour under the age allowed in
    the country concerned. Legitimate apprenticeships or educational work are
    acceptable as long as there is no risk to the health or safety of the children
    concerned.

   Suppliers must not use forced labour and must practice universal respect for human
    rights and freedom for all, without discrimination because of race, sex, language, and
    religion.



Rangers Loyalty and Membership

   The Rangers world-wide alliance supporters network provides two-way
    communication and affiliation with the Club to fans world-wide. It comprises four
    alliances – UK, NARSA, ORSA and Middle East.

   The Official Young Supporters Club provides fans under the age of 16 with an
    affiliation with the Club and associated benefits package.

   The Rangers Travel Club allows fairer allocation of European away tickets and
    improved level of security to make travelling to and from European games safer and
    more enjoyable.


RANGERS ACCESSIBILITY

Rangers Football Club is committed to providing wider access to Rangers matches by
offering:

   A wide range of season ticket and individual match ticket prices.

   52% reduction on season ticket prices for supporters under 16 years of age before 1st
    August each year (Under 18 in the Govan Rear Stand)

   30% reduction on season ticket prices for supporters who are over 16 but under 18
    and supporters who are over 65 before 1st August each year.
   10% reduction on restricted view season tickets and £5 discount on individual
    match ticket prices (excluding Celtic games).

   10% reduction to supporters clubs purchasing season tickets in a designated area.

   A Direct Debit facility, which gives supporters the opportunity to spread the
    payment of their season ticket in four monthly installments.

   A continuous credit card facility – a hassle free option allowing season ticket holders
    to apply for non season ticket home games in advance, bringing with it additional
    benefits:
       Guaranteed discount on non season ticket home games

       Priority on Cup semi finals and finals

       No £1 charge when paying by credit card

   Season ticket holders and supporters clubs an allocation of tickets for away SPL
    matches: all away tickets are balloted between season ticket holders, supporters
    clubs and hospitality/box holders. The home club determines the cost of these
    tickets.

   No incremental increase in ticket prices for adult supporters from visiting clubs on
    comparable seats/ticket prices paid by our own supporters.

   If a match is postponed or abandoned for any reason the ticket will be valid for the
    rearranged date. If you do not wish to attend the rearranged match, you shall be
    entitled to a refund.

   If the match is postponed or abandoned after half time no refund will not be given.
    A refund will ONLY be paid if the Club receives a refund application within 14 days
    of the announcement of the rearranged match. Refunds will only be issued if a game
    has been postponed, abandoned or re-scheduled.

   Availability of individual match tickets through a wide range of sales channels
    including – Rangers Ticket Centre, Ticket Hotline and supporters club registration.

   To abide by the rules and ground regulations of football`s Governing bodies
    regarding the allocation of tickets to visiting clubs.
   An area of the stadium dedicated to disabled/visually impaired supporters and their
    carers. Head of Safety and Facilities can be contacted for details of our disabled
    facilities.

   A dedicated family section allocated exclusively to family groups with a 20%
    discount on season ticket prices.


RANGERS IN THE COMMUNITY

Rangers Study Support Centre

Rangers Study Support Centre is a joint venture with Glasgow City Council Education
Services which offers free of charge programmes to all Glasgow schools. The Centre
focuses on improving literacy, numeracy and ICT skills, as well as developing
confidence, self-esteem and motivation in Glasgow’s young people. It also does
important work in tackling a range of issues relating to sectarianism, racism and fair
play as well as arranging football tournaments, stadium tours, matchday visits and a
series of extra-curricular activities.

Children visit the £250,000 facility for regular lessons over a ten-week period or as part
of a special workshop. The Centre is equipped with the latest computers and modern
teaching aids, as well as a library, activity zone and celebrity interview area to make
learning fun.

Rangers Charity Foundation

The Rangers Charity Foundation (Scottish Charity Number SC033287) harnesses the
huge charitable potential of Rangers Football Club to assist and support a range of
worthwhile causes, not just via donations but also by working closely with three
nominated charities each season and providing grass-roots support to local community
activities.

The Club also aims to assist other charities where possible, particularly organisations
that address social inclusion issues, encourage tolerance and understanding of the
beliefs of all sectors of the community, education and the needs of children.

The Foundation also works at a very personal level arranging for terminally ill,
disabled and deprived children and adults to attend Rangers games and meet the
players, as well as arranging hospital visits and special appearances.




Rangers Community Coaching
Rangers groundbreaking and ambitious Football in the Community scheme was
launched in June 2003 to deliver innovative courses and programmes aimed at creating
a healthier and more educated society. The first major project is supported by the New
Opportunities Fund and aims to help Glasgow children tackle issues such as truancy
and anti-social behaviour. The £300,000 programme features a range of activities
incorporating school’s coaching sessions for primary, secondary and special needs
schools, festivals and fundays, stadium tours and match visits.

Rangers Football Club is also involved in other Football in the Community projects
designed to build confidence, develop teamwork and promote health and fitness.
Programmes such as Rangers Soccer Schools, Score Goals, the Midnight League, Old
Firm Heroes and the Homeless League target children and young people dealing with
issues such as behavioral problems, alcohol and drug abuse, homelessness and
sectarianism in addition to providing a fun learning environment for the participants to
improve their technical football skills and levels of physical fitness.

Pride Over Prejudice

Rangers Pride Over Prejudice campaign works to promote social inclusion and
encourages tolerance and understanding of the interests of all sectors of the community.
The Club issues all season ticket holders with a ‘Blue Guide’, which encourages fans to
put Pride Over Prejudice and reinforces the messages of Rangers campaign.

As part of the initiative, the Club has regular high level meetings of its Sectarian and
Racism Monitoring Committee and takes part in a variety of projects and initiatives,
both specific to Rangers and in conjunction with other organisations and events such as
Show Racism the Red Card, the UK Asian Football Championships and Sense Over
Sectarianism.

				
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