Customer Charter

1.MISSION STATEMENT

Exeter Rugby Club will commit itself to providing the highest standards of service excellence and professionalism to its sponsors, supporters, customers, and commercial partners at all times.

The Club will conduct an annual review of its customer charter and associated activities and make changes as appropriate in line with the guidance from relevant governing bodies.

2.CUSTOMER SERVICE

ERC will respond to any contact from a customer by e-mail 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.

3.COMPLAINTS PROCEDURE

If a customer has a complaint or enquiry relating to one of the following specific issues the following members of staff can be contacted:

For general complaints, please email: [email protected]

For match-day please email [email protected]

4. STAFF CONDUCT AND EQUAL OPPORTUNITIES

Exeter Rugby Club undertakes to confront and eliminate discrimination, whether by reason of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion and belief, sex or sexual orientation collectively known as ‘Protected Characteristics’ under the Equality Act 2010.

Exeter Rugby 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 ERC 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, 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
• External education activities
• External education activities and awards

Exeter Rugby 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.

Exeter Rugby Club supports the RFU in their commitment to develop a programme of ongoing training and awareness raising events and activities to promote the eradication of discrimination.

Inclusion & Anti-Discrimination

Exeter Rugby company limited are committed to providing an inclusive environment for all and preventing discrimination. The club recognises the nine protected characteristics as cited in the Equality Act 2010 and will not discriminate on the terms of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion and belief, sex, and sexual orientation.

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

ERC has and will endeavour to continue ways to develop communications with its members, sponsors, the local authority, supporters, and other interested parties.

5.STADIUM

ERC will ensure that The Sandy Park stadium is maintained to the highest possible standards of cleanliness and safety. Under the direction of the director of stadium operations and the Match Day Safety Officer, the safety of supporters and visitors to the stadium will be of paramount importance.

6.GROUND REGULATIONS

You will find several Ground Regulations posters around the stadium and on the website. Ground Rules & Regulations (exeterchiefs.co.uk)

7.COMMUNITY ACTIVITIES

Exeter Rugby Club 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 organizations ERC seeks to act as a role model in encouraging healthy and active lifestyles.

8.DATA PROTECTION

ERC are required to maintain the privacy and security of the customer details held on record in accordance with the Data Protection Act 1998.

Please see the link to our Privacy Policy (exeterchiefs.co.uk)

9.SAFEGUARDING

ERC is committed to safeguarding children, young people, and vulnerable adults in all aspects of its work and match delivery.

The Club recognises that people in rugby are considered by many to be role models for children, young people and vulnerable adults and it will endeavour to demonstrate the correct aspects of the game to its entire audience group.

The Club will seek to ensure that the rugby stadium provides a safe and caring environment for all spectators. Procedures for ensuring adequate child protection safeguards will be implemented and appropriate records will be kept.

10.REVIEW DATE

This Charter will be reviewed on or before 01 July, 2024.