The Club will give a verbal response to a verbal complaint, wherever possible, at the time of the complaint. If this is not possible a response in writing will be made within five days. All written complaints will receive a response within the same timescale. All complaints are referred to a director or senior member of staff and a written response will be given if requested.
Staff Conduct and Anti-Discrimination Policy
Staff are expected to be courteous and polite at all times. We are committed to confront and eliminate discrimination whether by reason of sex, sexual orientation, race, nationality, ethnic origin, colour, religion or disability. We are committed to equal opportunity within our own organisation and to encouraging similar commitment from every organisation or individual acting within the game. Equality of opportunity means that in none of our activities will we discriminate against, or in any way treat less favourably, any person on grounds of sex, sexual orientation, race, nationality, ethnic origin, colour, religion or disability. 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 and awards.
- Football development activities.
- Selection for representative teams.
- Appointments to honourary positions.
We 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 appropriate disciplinary action in whatever context it occurs.
Consultation and Information
The club consults its supporters via:
1. The Supporters Trust.
2. Supporters forums and/or open days to which all supporters are invited to ask any questions of the Board of Directors and other staff.
3. Via emailed questions (firstname.lastname@example.org). Emails will be forwarded to the relevant member of staff for a reply.
4. The club is a very open one and actively encourages comments, constructive criticism and feedback from supporters.
5. At each AGM time is allowed for shareholders to question the Board of Directors.
6. There is a regular feature in the matchday programme from the Board, which covers major issues of policy.
Changes to ticketing policy are announced well in advance but are rarely implemented mid-season. It is not the policy of the club to undertake research on the design of new strips. Strips are not changed every season but usually every other season and the home strip is always based upon the club's traditional colours of red and white.
The club offers a wide range of concessionary tickets for juniors (16 years old and under), full-time students, senior citizens (i.e. both men and women over 65 years of age) and the disabled. It also gives free tickets to schools via its 'Community Programme'. Carers of disabled supporters also receive free entry. In addition, the club offers FREE admission to League matches to children under the age of 13 who are registered members of the club's Junior Robins U13's scheme.
At least 50% of tickets to each game will be made available to non-season ticket holders. The club provides a dedicated 'Family Stand' for the exclusive use of families and children, plus dedicated areas for disabled supporters and their carers. Our disabled liaison officer is Paul Roberts, he can be contacted for further details. We do not consider that any of our seats offer restricted viewing and therefore no reduction in prices applies.
From time to time the club reserves the right to offer promotional ticket prices in relation to specific matches. The intention with these promotions is to encourage more people to attend matches.
Priority on tickets for away matches is to season ticket holders who may have to also prove that they have also attended specific away fixtures, travel club members and sponsors. The price of these tickets is determined by the home club. Tickets for cup competitions are normally but not exclusively priced as per league fixtures. However, the club reserves the right to alter ticket prices for specific cup matches. Ticket allocations will be carried out as per away matches above.
If a match is postponed before kick-off, ticket holders are entitled to free admission to the rearranged game. If a match is abandoned after kick-off, spectators are entitled to half-price admission to the rearranged game.
For certain matches at which a lower than average attendances is expected, the club reserves the right to open only certain sections of The Abbey Business Stadium. Information regarding variances in pricing and those sections of The Abbey Business Stadium to be opened will be made available on the official website and distributed to the local media for use. The club is not responsible for the usage or otherwise of this information by the local media.
The 'Junior Robins', for children 13 and under, entitles members to a range of benefits and special offers. This scheme provides free entry to all league games for children under the age of 13 who are accompanied by at least one adult and who have pre-joined this scheme to become members. There is also an independently run Travel Club, which organises transport to away matches.
Accommodation of visiting supporters
The club abides by Football League Regulations governing the allocation of tickets to visiting clubs. The club does not charge matchday 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 and junior supporters also apply to supporters of a visiting club.
The club endeavours to ensure that all replica strip designs shall have a minimum life-span of two seasons. Details of the next intended change of kits are available from the Club shop.