PUBLISHED
12:32 13 April 2012
CLUB CHARTER
CUSTOMER SERVICE
The delivery of excellent customer service is at the heart of our Club and staff are committed to providing supporters with a first class experience when they visit the Liberty Stadium.
The Club will acknowledge contact from a customer and respond accordingly within 14 working days. The Club will respond by telephone, email, fax or letter depending on the most appropriate means. However every endeavour will be made to address any concern raised by a supporter at the initial point of contact.
CONSULTATION AND INFORMATION
The Club consults supporters on a regular basis through the Supporters Trust.
The Club publicises its position on major policy issues through the matchday programme, official website and, where appropriate, through the local media.
The Club gives the earliest possible notice of any changes to its policies and the reasons for the changes.
STAFF CONDUCT ANTI-DISCRIMINATION POLICY
Swansea City Football Club fully supports the Football Association's Kick It Out campaign in all its branches and without discrimination against any organisation or person for reason of race, religion or politics.
Swansea City Football Club is responsible for setting standards and values to apply throughout the Club at every level. Football belongs to and should be enjoyed by everyone, equally. The Club's commitment and intent is to uphold these beliefs by confronting and eliminating discrimination whether by reason of sex, sexual orientation, race, nationality, ethnic origin, colour, religion or disability.
Equality of opportunity at Swansea City Football Club means that in all our activities we will not intentionally discriminate or in any way treat anyone less favourably, on grounds of sex, sexual orientation, race, nationality, ethnic origin, colour, religion age or disability.
This includes:
* The advertisement for volunteers.
The selection of candidates for volunteers.
Courses.
External coaching and education activities and awards.
Football development activities.
Selection for teams.
Appointments to honorary positions.
Swansea City Football Club will not tolerate or condone racist, sexual or bigoted harassment or other discriminatory behaviour, whether physical or verbal, and will work to ensure that such behaviour is met with appropriate action in whatever context it occurs.
Swansea City Football Club is committed to the development of the programme of ongoing training and awareness raising events and activities, in order to promote the eradication of discrimination within its own organisation, and within football as a whole.
Swansea City Football Club gives a commitment to ensure that the club is open to all and the team selection policy will be the footballing ability and character of the individual and the collective balance of the team.
The Club's Disciplinary Code for the playing staff includes the following item: "If a player fails to uphold the Club's opposition to racism, bigotry and discrimination in any form he will be fined a sum at the Manager's discretion".
The Club supports The Premier League, The Football Association and the FAW in its commitment to develop a programme of on going training and awareness-raising events and activities in order to promote the eradication of discrimination.
DISABLED POLICY
The Club fully supports the principle of equal opportunities and opposes all forms of unlawful or unfair discrimination on the grounds of disability. The Club is committed to work to make any reasonable adjustments described by the Disability Discrimination Act and its relevant codes of practice to ensure full compliance with the legislation.
The Club reserves the right to request "proof of a disability" before issuing any concession.
CONTACT WITH EXISITING DISABLED SUPPORTERS
The Club 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's disability officer is Phil Langford who can be contacted via m.daniel@liberty-stadium.com or via the Stadium Management Company on 01792 616402.
FACILITIES FOR SUPPORTERS USING WHEELCHAIRS
It is the club policy that one helper with any disabled person using a wheelchair receives their admission to the ground free of charge. The wheelchair-bound fan is required to pay the normal wheelchair admission price for that particular game. Season tickets will be available for both the wheelchair supporter and their personal assistant.
In conjunction with the proof of disability, 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 than 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 a person is sixteen years of age or over and not be infirm.
FACILITIES FOR SUPPORTERS WITH VISUAL IMPAIRMENTS
The club allow visually impaired supporters and if required, their personal assistants to choose their seats in the stadium from those available at the time. The pricing of tickets will be the same as supporters using wheelchairs.
Match commentary is provided by Singleton Hospital's radio service, Radio City. The headsets to receive this commentary are available in the West Stand only and provided by the club free of charge and available from the upper press box. Supporters can contact a steward for assistance in acquiring a headset. Eligibility for this concession requires proof of disability as described previously or each person can provide a copy of their registration document which certifies they are Registered Blind or Registered Partially Sighted or provide qualifying documentation from their optician equivalent to registration requirements.
The club strongly recommends that each visually impaired person attending a match should be accompanied by as person who is fully able to support their needs in an emergency.
Guide Dogs are allowed into the stadium but the club insist that supporters with guide dogs contact the club before the match so that we can discuss with them access to the ground, facilities inside the ground and the welfare of the guide dog before, during and after the match.
FAMILY SEATING
The club recognises that disabled people have families who may wish to attend matches as a family unit. The club will try and accommodate such requests although this may not always be possible. Please contact the ticket office for assistance in obtaining tickets as close as possible to the designated areas.
TICKETING
The stadium ticket office is open during normal working hours. Telephone 0844 815 6665. Alternatively email ticketoffice@liberty-stadium.com
The club provides:
An area of the ground for the exclusive use of family groups and junior supporters (South Stand).
Support for disabled spectators and their carers.
Facilities are available for blind supporters to receive a match commentary. The Club would appreciate as much notice as possible to facilitate this service.
PRICING
The Club continues to strive for wider access to matches by offering a broad range of ticket prices both in terms of matchday tickets and season tickets.
ALLOCATION
At least five per cent of tickets to each home game will be made available to non-season ticket holders via the club's Jack Army Membership and then general sale (if available after Jack Army priority).
CONCESSIONS
Concessionary prices are available to junior supporters (under-16), senior citizens (60 and over) and full-time students (16 and over with proof).
AWAY TICKETS
The allocation of ticket priority for away games will be announced when allocations are known.
In most circumstances priority will be provided to season ticket holders via the Jack Army Membership scheme.
Information will be conveyed to supporters via the matchday programme, official website and the local media.
The club reserves the right, where appropriate, to include extra criteria such as home and/or away ticket stubs.
CUP COMPETITIONS
Tickets for cup matches are priced dependent upon the opponents, the profile of the fixture and the competition.
Ticket priority will be announced beforehand.
RETURNS/REFUNDS
All ticket sales are final. No refunds or exchanges are permitted unless a game is postponed. In the event of a fixture being postponed, the ticket purchaser may use the ticket for the re-arranged fixture if they wish. The ticket purchaser is entitled to claim a refund, but only after the date of the rearranged game has been officially confirmed. No refunds will be permitted once the re-arranged game has kicked off or at an earlier deadline confirmed by the ticket office or via the club's official site.
No refunds will be offered for season tickets.
ACCOMMODATING AWAY SUPPORTERS
The Club abides by Premier League Regulations governing the allocation of tickets to visiting clubs.
The Club does not charge admission prices to supporters of a visiting club, which are higher than those charged to our own supporters for comparable accommodation. In particular our concessionary rates offered to senior citizens, students and junior supporters apply to supporters of a visiting club.
MERCHANDISE
The Club is presently operating a scheme of replacing all playing kits at the commencement of each season.
The Club carries out its obligations under Football League Regulations to prevent price fixing in relation to the sale of the replica strip.
The Club offers refunds on merchandise in accordance with its legal obligations.
DATA PROTECTION
Information and data on our customers may be stored on computer or manual files in order to maintain accurate records and may be analysed to assist us in providing our products and services to you.
We may, from time to time, contact you by letter, telephone, email or otherwise to inform you about events, products or services that we think might be of interest to you.
Customers can advise us at any time if they wish to opt out of receiving this information and have the choice to opt out of just correspondence from third parties, or all correspondence.
Unless you have given your consent, we will not provide information about you to third parties to use for their marketing purposes.
COMMUNITY ACTIVITIES
The Club is committed to playing a full and active role within the local community.
The Club will work closely with the Swansea City Community Trust department - which operates to promote an active lifestyle and good citizenship for all regardless of age, gender, ethnic background, or ability -¬ to achieve this.
The Club will encourage and develop partnerships at all levels regardless of age, ability, ethnicity, or gender. It will work with all members of the community, including business and commerce and charitable and voluntary organizations.
The Club will develop and assist groups in improving opportunities for young people to watch and/or participate in football and sport in general; to promote closer links with the community and to encourage more people to become interested and support their local football club.
CAR PARKING FACILITIES
The Club has a limited number of parking places, including disabled parking for those with the most severe mobility difficulties. These places can be purchased on a seasonal basis on a concessionary basis. Applications can be made to the ticket office and each request will be judged on its individual merits. Seasonal passes will be issued depending on availability.
In addition, the club provides a limited number of disabled parking bays for away disabled supporters and these are available on request on a first-come, first-served basis.
Requests on a match by match basis will be considered depending on availability. The club will try and accommodate requests from away supporters.
Every reasonable adjustment is being made to all the services provided by the different departments at the club in order to comply with the provisions of the Disability Discrimination Act.
CUSTOMER COMPLAINTS
If you feel the Club has not fulfilled the goals set out in this charter, then you should write to us with specific details. If you feel you wish to complain about a product or our service, then please write or email to: Swansea City FC Customer Complaints, Liberty Stadium, Swansea SA1 2FA. Alternatively you can email us at info@swanseacityfc.co.uk
Supporters are asked to include contact telephone numbers as part of their correspondence. We will contact you to acknowledge receipt of their complaint, and after subsequent investigation, we promise to reply, either in writing, by email, by telephone or by fax within a maximum of 14 days.
For spectator safety issues, it is recommended that you contact the Stadium Management Company direct at the same address. Alternatively you can phone 01792 616402or r.gigg@liberty-stadium.com
Swansea City Football Club would openly welcome comments on this policy. Your initial point of contact is Jonathan Wilsher, Media Manager, on 01792 616611 or jwilsher@swanseacityfc.co.uk
SPECTATOR SAFETY POLICY
General Policy
* The Board of Directors of the Stadium Management Company (SSMC) bears ultimate responsibility for the safe operation of the Liberty Stadium.
* The Board of Directors of SSMC undertake to ensure, as far as is reasonably practicable, that all premises and facilities at the Liberty Stadium are constructed, maintained and checked in such a way that the safety of everybody attending the stadium is assured.
* SSMC, through the General Manager, Operations Manager, Match Day Safety Officer, Staff and Stewards will ensure the reasonable safety of those attending events at the Stadium. SSMC will ensure that systems exist for the safe admission, accommodation and exit of spectators.
* SSMC will undertake and maintain a process of risk assessment as required by the Management of Health and Safety at Work Regulations 1999 and will have regard to the assessment in formulating and updating this policy.
* All Match day Supervisors will be provided with a personal copy of the Safety Policy and will ensure their staff are familiar with the document and acknowledge this in writing.
* A brief introductory talk regarding the content and purpose of the Safety Policy will be included in all new employee inductions.
* Reference to and where necessary further training on the content and purpose of the Safety Policy will be included in all ongoing staff training.
* The Board will receive regular reports on the operation and implementation of the Policy and its practical effects.
* Due to the changing nature of operations and facilities, the Board recognises that this Safety Policy Statement is not a static document. The statement will be amended and/or added to when the necessity arises. The Policy will be subject to regular review as an agenda item of SSMC's Board of Directors, the date of each review being recorded on Board Minutes. The policy will be subject to a major review if changes to facilities or operations take place leading to a substantial revision of working practices.
* An investigation will be held following a major accident or incident involving spectators. The Safety Policy will be reviewed in the light of findings of the investigation.
* The General Manager (SSMC) has delegated responsibility to the Operations Manager to ensure that the policy is observed and that SSMC operates in accordance with the "General Safety Certificate" issued by the City and County of Swansea for the reasonable safety and well being of all spectators attending the Stadium.
* The Operations Manager will liaise with the City and County of Swansea, South Wales Police, the Fire Authority, the Welsh Ambulance service and any other body in relation to safety at the Stadium.
Entry of Spectators
The Stadium Management will ensure the provision of adequate entry systems to the stadium. Spectator entry will be monitored by, a computerised turnstile monitoring system and CCTV to ensure that capacities are not knowingly exceeded.The Stadium Management will employ sufficient safety staff (as outlined in the general safety certificate) to manage the entry of spectators prior to and during each event.
Exit of Spectators
The Stadium Management will ensure the provision and maintenance of an adequate number of exits from the stadium to accommodate the maximum capacity of any area in use.All exits will be permanently manned by safety staff while the stadium is in use and all such exits will be clearly identified.
Management of Spectators in the Stadium
The Stadium Management operates a spectator safety management system incorporating Safety Staff and CCTV to ensure the safety of spectators when entering and leaving the stadium and whilst they are watching the event.Signs which govern hazards or relate to safety matters are placed prominently at all points of the stadium.Any safety matters which are specific to any event will be conveyed to spectators at the event via the PA system, the programme or such other means as may reasonably be required. Matters which concern public order problems will involve liaison between Stadium Management staff and the police.
Stewarding
The Stadium Management will recruit, train and maintain a sufficient number of stewards to meet its obligations under the General Safety Certificate at all times.
Under the direction of the Operations Manager the Stadium Management will adopt the guidance provided in the training package for Stewarding at Football Grounds produced by The Premier League; The Football Association; The Football Licensing Authority; The Football League and The Football Safety Officers Association.
The main duties of the stewards are:
* To understand their general responsibilities towards the health and safety of all categories of spectators, other stewards, ground staff and themselves.
* To carry out pre-event safety checks.
* To control or direct spectators who are entering or leaving the ground, to help achieve an even flow of people in, to and from the viewing areas.
* To assist in the safe operation of the ground, not to view the activity taking place, and to enforce Ground Regulations.
* To staff entrances, exits and other strategic points; for example, segregation, perimeter and exit doors or gates which are not continuously secured in the open position while the ground is in use.
* To recognise crowd conditions so as to ensure the safe dispersal of spectators and the prevention of overcrowding, particularly on terraces or viewing slopes.
* To assist the emergency services as required.
* To provide basic emergency first aid.
* To respond to emergencies (such as the early stages of a fire); to raise the alarm and take necessary immediate action.
* To undertake specific duties in an emergency or as directed by the safety officer or the appropriate emergency service officer.
Stewards must at all times be aware of and be ready to respond to the Stadium Emergency procedures.
Inspection and Safety Reviews
The Stadium Management will operate a system whereby all systems and equipment used as part of the safety function are subject to continuous inspection and test.The frequency of inspections and tests will be not less than that advised by equipment manufacturers or statutory requirements.Competent persons will be used to carry out such inspection or tests.The result of all inspections and tests will be recorded.
The result of all inspections, tests, ongoing safety reporting and recording systems which make up the risk analysis, structural, mechanical and electrical surveys will form part of the annual policy review.The certificates will be available for inspection by the Football Licensing Authority and the Safety at Sports Grounds Advisory Group.
Communication
With the Public: The Stadium Management will endeavour to maintain communications with the public/spectators through information in match programmes; Stadium Management publications; public address system; encouragement of supporters clubs/membership schemes; encouragement of stewards in customer care and feedback from all sources both within and outside the Stadium Management.
With Staff: The Stadium Management will encourage two-way communication with staff on all safety related matters.On match days, pre and post match briefings will take place.This will be supported by periodic Staff Training Sessions. Staff will be encouraged to report all safety related issues through the chain of command at any time and a record will be made of all such comments.
With Other Agencies:When deemed necessary, the Stadium Management will provide facilities for both pre and post-match briefings between the Stadium Management and emergency or other external services. The Stadium Management will endeavour to provide representation at the appropriate level for all meetings with such services.The Stadium Management will attend meetings with the Safety Advisory Group and liaise with other agencies through joint exercises, planning and exchange of information.
Fire Precautions
The Stadium Management will endeavour at all times to minimise the danger and effect of fire. This will be achieved by reviewing the fire risk assessments (FRA) regularly to identify all potential risks from fire, in order to remove or reduce the risk to an acceptable level. All changes to the FRA will be notified to the Mid and West Wales fire Service.
A No Smoking Policy will be enforced vigorously throughout the stadium. The Stadium Management will maintain a policy of acting upon the advice of the Fire Authorities given from time to time and employing specific fire stewards, maintaining all fire safety systems in accordance with the FRA, as well as keeping litter to a minimum.
First Aid/Medical Provision
The Stadium Management will ensure the provision of reasonable medical, ambulance and first aid cover at all events. The Stadium Management will employ a crowd doctor who will be trained and competent to deal with emergencies at the stadium. The Stadium Management will engage ambulance services at a level appropriate to current and future guidance.This is currently arranged with the West Wales Ambulance N.H.S. Trust.
The Stadium Management will provide facilities for the use of First Aid personnel and engage an appropriate number of qualified officers for each event.This is currently arranged and provided by the Swansea Division of the St. Johns Ambulance Brigade.
Stadium Management Contingency Plans
The Stadium Management will take all reasonable steps to identify all possible types of emergency or system failure that could occur at the stadium while spectators are in the stadium and prepare contingency plans to deal with such incidents.Where such incidents could lead to a major incident, the Stadium Management will brief the emergency services and work with them to ensure that these plans are compatible with the major incident plans of those organisations. The Stadium Management has produced its Contingency Plans and will test their effectiveness on a regular basis.
Premier League Rules Section S
Swansea City FC is currently a Premier League Club and as such is required to comply with Premier League Rules Section S. The Club are monitored and audited on a regular basis to ensure that we comply with and have implemented and embedded a culture of safeguarding, for children, young people and adults who come into contact with our Club and Community projects. The safeguarding Standards are set by the NSPCC and other statutory agency guidance. As part of the Charter, and for full disclosure of our commitment to safeguarding, the club attaches our two Safeguarding Policies. Safeguarding Children and Safeguarding Vulnerable Adults. If you any queries on the content or source for these policies, please contact the club appointed CSO or VASO or the Head of Safeguarding at The Premier League.
CUSTOMER COMPLAINTS
If you feel the Club has not fulfilled the goals set out in this charter, then you should write to us with specific details. If you feel you wish to complain about a product or our service, then please write or email to: Swansea City FC Customer Complaints, Liberty Stadium, Swansea SA1 2FA. Alternatively you can email us at info@swanseacityfc.co.uk
Supporters are asked to include contact telephone numbers as part of their correspondence. We will contact you to acknowledge receipt of their complaint, and after subsequent investigation, we promise to reply, either in writing, by email, by telephone or by fax within a maximum of 14 days.
For spectator safety issues, it is recommended that you contact the Stadium Management Company direct at the same address. Alternatively you can phone 01792 616402 or email r.gigg@liberty-stadium.com
Swansea City Football Club would openly welcome comments on this policy. Your initial point of contact is Jonathan Wilsher, Media & Communications Manager, on 01792 616611 or jwilsher@swanseacityfc.co.uk
* The club charter is subject to change at the club's discretion.