Customer Charter
Customer Charter
"It is our committed aim to provide an excellent facility, offering high quality products, customer services, & value for money.
Every customer & visitor to
We have developed a Customer Charter that applies to all Visitors to
Customer Service
The Club has three initial points of contact for Customer Service issues: - For stadium matters, corporate sales and Diamond Centre issues contact the club on (01933) 652000.
The Club endeavours to make an initial response to any contact from a Customer within a maximum of 14 days. The Club prefers all complaints to be made in writing. We are contactable via letter, e-mail, telephone or fax.
Staff Conduct
We set high standards for our Staff and expect them to deliver.
As a Guest at
ü A warm & friendly welcome.
ü High standards of service.
ü Value for money.
ü A safe & clean environment.
ü Integrity, honesty & equality in all of our dealings.
ü That we will deliver our promises.
"All of our guests at
We welcome your comments about any of our facilities & services
Consultation and Information
The Club regularly consults with Supporters on relevant issues. The Club also consults with Supporters through its' website and Fans Forums. The Club actively encourages feedback from its Supporters on any issues relating to its activities.
The Club has been, and continues to be, receptive to comments, suggestions and feedback from Sponsors, Local Authorities and other interested parties.
The Club gives the earliest possible notice of proposed changes to its ticketing policy and the reasons for changes.
Ticketing
Pricing
The Club continues to attempt to attract Supporters from a wide range of cultural & sociological groups by offering a broad range of ticket prices and packages.
The Club currently operates a scheme to enable supporters to pay for season tickets by instalments at a reasonable premium.
Allocation
At least 20% of tickets to each home game will be made available to non-season ticket holders.
Concessions
Concessionary prices are available to Senior Citizens, Under 16,s, Under 8's and registered disabled supporters.
The Club provides:
tHE ENTIRE STADIUM IS NON-SMOKING
Support for disabled supporters and their carers. Matthew Banyard Retail, Ticket and Press Manager can be contacted on (01933) 652 936 for details of our disabled facilities and ticket allocations.
Cup Competitions
Tickets for Cup Competitions are priced in accordance with the rules of the appropriate Competition and in agreement with the opposing Club. The Club endeavours to price tickets for Cup Competitions as competitively as possible within these constraints.
Returns / Refunds
The Club does not offer refunds for returned / unwanted tickets, but will endeavour to be as sympathetic as possible in exceptional circumstances.
If a match is abandoned at any time, Abandoned Match Vouchers will be issued to all spectators as they leave the stadium. Instructions and / or benefits relating to these vouchers will be announced in the local press and on the Club's website during the days immediately following the abandoned match.
Accomodating visiting supporters
The Club abides by Blue Square premier and Football Association Regulations governing the allocation of tickets to visiting clubs.
The Club does not charge admission prices to visiting supporters which are higher than those charged to home supporters for comparable accommodation. In particular, concessionary rates for Senior Citizens, Juniors and Disabled Supporters also apply to supporters of a visiting club.
Merchandise
Details of intended change of kits will be made available from the club shop when decided upon.
The Club offers refunds on merchandise in accordance with its legal obligations.
Community Activities
The Community Department endeavours to provide opportunities to be involved in a diverse range of sporting & non-sporting activities within the Club regardless of ability or gender, in accordance within the Clubs Equal Opportunities Policy.
Equal Opportunities Policy
The Club is committed to a policy of equal opportunity and to promoting equal opportunities in all aspects of its activities. The Club recognises the importance of diversity within its Stakeholders as an integral part of ensuring its success. To this end all visitors to
Rushden & Diamonds F.C. Ltd. Nene Park, Diamond Way, Irthlingborough, Northants. NN9 5QF.
Tel (01933) 652000 Fax (01933) 652606
Official website www.thediamondsfc.com
Ticket Office: (01933) 652936
Rushden & Diamonds FC Disabled Policy
Rushden & Diamonds Football Club fully supports the principle of equal opportunities and opposes all forms of unlawful or unfair discrimination on the grounds of disability.
The Club operates a concessionary ticketing policy for disabled supporters and will ensure that the scheme does not discriminate between disabled people with differing impairments.
The Club is committed to making any necessary adjustments described by the Disability Discrimination Act and its relevant Codes of Practice to ensure full compliance with the legislation.
Definition of disability
As a fundamental principle the Disability Discrimination Act states that disabled people should not be treated "less favourably, without justification"; and "reasonable adjustments should be made to make goods, facilities and services accessible".Rushden and Diamonds FC are committed to fully complying with the provisions and spirit of the Act.
For the purposes of this Policy only the definition of a Disabled Supporter is:
"Any person who, because of their disability or impairment, is unable to use facilities without contravening Health and Safety Regulations, Guidelines or Policy or where the Club has provided a "reasonable adjustment" to enable that supporter to attend the venue. Any such person will be considered for use of designated 'areas' of the stadium in line with the procedures set out in this policy."
Such adjustments may include the necessity for a personal assistant for either personal or safety reasons, or the use of an auxiliary service such as induction loops.
A "designated area" is any area (including specific seats around the stadium) that the Club shall determine as being appropriate for the disabled concessionary ticket price.
A person has a "disability" if he/she has a physical or mental impairment, which has a substantial and long-term adverse effect on his/her ability to carry out normal day-to-day activities.
Rushden & Diamonds FC reserve the right to request "proof of a disability" before issuing any such concession.Such proof may include:
Receipt of the middle or higher rate of the Disability Living Allowance, (mobility or care component).
Receipt of either the Severe Disablement Allowance or Attendance Allowance.
A letter from your G.P.
Contact with Existing Disabled Supporters
Rushden & Diamonds FC has an open dialogue with its disabled supporters and encourages them to contact the Club on a regular basis to discuss facilities and improvements etc.
The Club is a member of the National Association of Disabled Supporters (NADS).
The Club has worked with NADS to undertake an audit of facilities at Nene Park and we are grateful for their assistance in formulating this policy.
Facilities for Supporters Using Wheelchairs
The Club has approximately 46 positions for wheelchair supporters and, if required, a personal assistant.These are situated in the North, South & AirWair Stands. Of this at least 6 and up to 24 (depending upon segregation arrangements) are available for away supporters in the AirWair Stand.
These places are provided at a concessionary price. Should a Personal Assistant be required, they will not be charged.
In conjunction with the proof of disability mentioned above, this concession will only be available to those people who meet the eligibility criteria described below.
Wheelchair using applicants must be largely confined to a wheelchair, or not capable of walking a distance further that that required to reasonably and safely access any other part of the stadium.
Wheelchair using applicants should, ideally, also be accompanied by a person who is capable of supporting the disabled person's needs in the event of an emergency.For this reason, the Club strongly recommends that the helper is sixteen years of age or over and not infirm.
Facilities for Supporters with Visual Impairments
The Club has provision for visually impaired supporters and, if required, their personal assistants.
Visually impaired supporters will be charged the same concessionary rate, with their helper free of charge.
Eligibility for this concession requires proof of disability as described above or each person can obtain a copy of their registration document which certified they are Registered Blind or Registered Partially Sighted.
The Club would recommend that a visually impaired person attending a match should be accompanied by a person who is fully able to support their needs in the event of an emergency.
Guide Dogs are allowed into the Stadium but we would recommend that supporters with guide dogs contact the Club before the match in order to discuss access to the ground, facilities inside the ground, and the welfare of the Guide Dog before, during and after the match.
Facilities for Supporters with Hearing Impairments
The Club welcomes those with hearing impairments and full match commentary is available on Radio Diamonds 1503am for ALL Home League matches.
Hearing impaired supporters will be charged the same concessionary rate, with their helper free of charge.
On matchdays information will be carried on the electronic scoreboard and via the Public Address System.
The Club would recommend that a hearing impaired person attending a match should be accompanied by a person who is fully able to support their needs in the event of an emergency.
Facilities for Ambulant Disabled Supporters
Rushden & Diamonds FC recognize that there are considerable numbers of people in the community who use wheelchairs mainly for outdoor mobility purposes but are not necessarily confined to their wheelchair.There are also many people suffering severe walking difficulties who may wish to watch a match.
For the purposes of this policy and the administration of the concessionary ticketing policy, both categories of people will be termed 'ambulatory disabled supporters'. Those supporters will qualify for concessionary tickets and have access to seating which is most appropriate for their specific disability ie on a front row or nearest the entrances and exits.
Proof of disability will be required.
Facilities for Supporters with Learning Disabilities
Supporters with learning disabilities can normally be accommodated in any part of the stadium in normal seating.However, if, for whatever reason, any person with a learning disability feels that ordinary stand seating would be unsuitable for them, they will be accommodated in the disabled seating area.
Family Seating
Rushden & Diamonds FC recognize that disabled people have families who may wish to attend matches as a family unit.The Club will always try and accommodate such requests.
Car Parking Facilities
Rushden & Diamonds FC have 17 disabled persons parking spaces, which are allocated to disabled people with the most severe mobility difficulties.
Should demand exceed availability the Club Car Park Stewards will always endeavour to direct disabled supporters to the nearest parking space to their required stadium entrance, or allow them to be dropped off there first.
Catering Facilities
Matchday catering for the disabled is provided at most of the Snack Bars which have lowered serving areas.
Disabled Persons Toilets
There are disabled toilets in each stand, and in the corporate lounges.
Access to Other Facilities
THE club has other facilities which are available onnon-matchdays; these include the Club Shop, corporate lounges, executive boxes, Strikers Bar & Seasons Bistro.These facilities are all user friendly to the disabled.
Accessible Websites
The official website of Rushden & Diamonds FC is www.thediamondsfc.com
A section on disability for the website is currently being developed.
A useful website for disabled supporters to find out about facilities at grounds around the country can be found on the NADS website - www.nads.org.uk
Steward Training
Rushden & Diamonds FC stewards are trained in the FSQ modular system that includes a disability module. The Club always try to use the same stewards in areas where there are disabled supporters.
Audit
As part of it's disability awareness, Rushden & Diamonds FC will continue to have the Nene Park Stadium audited on a regular basis for accessibility for disabled supporters.
Conclusion
Every reasonable adjustment is being made to the services and facilities provided by Rushden & Diamonds FC.All personnel have been made aware and instructed to comply with the provisions of the Disability Discrimination Act.Access to goods and services, as well as matchday facilities, have been assessed to comply with legislation.
R&DFC openly welcomes comments on this policy and would encourage any person to contact the Club with their comments or queries.
