Oldham Athletic AFC
Oldham Athletic is extremely proud of the support given to the club by our supporters. We are constantly reviewing the key policies of the club and are fully committed to providing an excellent standard of customer service and improving the overall supporter experience.
CUSTOMER SERVICE / COMPLAINTS PROCEEDURE
Oldham Athletic regards customer service as a major priority. The club’s policy is to respond to all enquiries and complaints - whether via telephone, email, fax or letter - within a maximum of fourteen) working days. If there are justifiable reasons as to why a full response cannot be given within this time, the customer will receive and acknowledgement and be advised as to how long a full response will take.
The Disability Liaison Officer is Ron Cassidy; he can be contacted on 0161 320 6955 or at firstname.lastname@example.org
Should a supporter be unsatisfied by the club’s response or failure to respond, The English Football League’s (EFL) Customer Service contact details are:
Customer Service Department
The English Football League
Edward VII Quay
T: 0844 335 0183
The Independent Football Ombudsman
33 Great George Street
OLDHAM ATHLETIC OBJECTIVES
The Oldham Athletic Customer Charter outlines the principle objectives, policies and commitments whereby the club will:
• Offer a high level of customer service
• Maintain and improve upon the high level of communication with all interested parties
• Aim to constantly improve the match day experience both on and off the pitch
• Attract new supporters and investors
• Provide a safe environment where people can enjoy themselves
• Create an inspiring commercial environment with which businesses want to be associated
• Continue to work closely with the Community Trust improving links with the local community
• Maintain and improve upon our commitment to all families and young supporters
• Strive to develop its identity as a hard-working, fresh-thinking, risk-taking club
CONSULTATION, COMMUNICATION AND INFORMATION
The club recognises the importance of proactive communication with all of its supporters, stakeholders, sponsors and local authorities. Oldham Athletic’s position on major policy issues and all club announcements will be publicised on a regular basis through supporter forums and via its official media channels. In particular:
• The official Facebook page: /OfficialOAFC
• The official Twitter account: @OfficialOAFC
• The official Instagram account: @OfficialOAFC
• Official Club Media Partners: The Oldham Chronicle, Probash Bangla
• Official Club Radio Partner: 96.2 The Revolution Official
• CRM data: SMS and email marketing in particular
• Latics Player
• Match day communication: including but limited to ground advertising and match day programme
The club will endeavour to give the earliest possible notice of any changes to its membership and/or ticketing policy and the reasons for the changes. The club organises numerous events through the season whereby supporters and all interested parties can meet with the players and staff in an open and informal atmosphere. Oldham Athletic is extremely proud of our relationship with all of our interested parties and will continue to strive for improvement of the overall supporter experience through regular communication with supports in a clear and precise manner. The club is an active participant in the English Football League National Fans Survey which researches and gives feedback on the overall supporter experience of all clubs within the EFL.
Expert Working Group Recommendations on Supporter Engagement - Regulation 111
Following the outcome of the Government's recent Expert Working Group (EWG) Supporter Ownership and Engagement discussions, from 2016/17, the introduction of EFL regulation 111 means senior executives at clubs will be required to, 'hold at least two meetings/fans forums per Season to which its supporters (or representatives) are to be invited in order to discuss significant issues relating to the Club'. These meeting will take place throughout the season and be chaired by representatives from Trust Oldham.
Oldham Athletic is committed to confronting and eliminating all forms of discrimination to all involved in the professional game.
Oldham Athletic is an equal opportunities employer: No job applicant or current employee of the club will receive less favourable treatment by the club on any of the following grounds: age, gender, sexual orientation, race, nationality, ethnic origin, colour, religion, marital status, disability or any other unjustifiable reason. This is in relation to:
• 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 honorary positions
Oldham Athletic will not tolerate any form of 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. Staff of Oldham Athletic will always conduct themselves in an honest and courteous manner.
Oldham Athletic strictly adheres to The English Football League’s anti-discrimination policy and fully supports the Football Association in its commitment to develop a programme of ongoing training and awareness raising events and activities in order to promote the eradication of discrimination.
Oldham Athletic are committed to safeguarding the welfare of every child and young person who has been entrusted to our care. A child or young person is anyone under the age of 18 engaged in any club football activity. Every child or young person who plays or participates in football should be able to take part in an enjoyable and safe environment and be protected from poor practice and abuse. OAFC are committed to working to provide a safe environment for all and we aim to achieve this through adherence to The Football Association’s (FA) Safeguarding Children Policy and Procedure and to The English Football League guidelines that have been adopted by the club. Oldham Athletic Football Club recognises and acknowledges that safeguarding is the responsibility of every adult involved in our club. It is noted and accepted that in line with The FA’s guidance this applies to everyone in football whether in a paid or voluntary capacity. OAFC expects any person involved with the club in any capacity to adhere to and be committed to this safeguarding policy and follow the procedures outlined if they have a concern or receive a disclosure regarding the welfare of a child.
THE KEY PRINCIPLES OF THIS POLICY ARE:
1. The child’s welfare is, and must always be, the paramount consideration. All children and young people have a right to be protected from abuse regardless of their age, gender, disability, culture, language, racial origin, religious beliefs or sexual orientation
2. Develop promote and review ways of protecting this group of children and young people from discrimination, abuse, exploitation, or treatment which degrades them
3. All concerns and allegations of abuse will be taken seriously and responded to appropriately
4. Working in partnership with other organisations, e.g. Police and Children’s Social Care, The Football Authorities, children and young people and their parents/carers is essential. Guidance from The Football Authorities, The Local Safeguarding Children’s Board and Government Guidance or in light of any serious safeguarding incident.
The staff and volunteers of Oldham Athletic (2004) AFC Ltd are not experts in recognising child abuse. It is therefore expected that if any person at the club has a concern about the welfare of a child they will discuss their concerns with the Child Protection Officer (CPO) who is the person designated within the club to deal with child protection matters.
Details of all changes regarding ticketing will be regularly made available via the SportsDirect.com Park Ticket Office on 0161 785 5150, the club’s official website and via the online ticketing system. All ticket sales are subject to terms and conditions in conjunction with the Stadium Regulations. Accessibility to matches is priority and The Club strives to make purchasing a ticket as quick and easy as possible. Supporters can purchase tickets via the following options:
• At the Oldham Athletic Ticket Office: open Monday to Friday 9am-5pm, Saturday (match day) from 9am until kick off and Saturday (non-match day) 9 am-12noon
• Over the phone: 0161-785-5150 Monday to Friday 9am-5pm and Saturday (non-match day) 9am-12noon
• Online: simply visit the Official Oldham Athletic website, navigate to the tickets section and click ‘Buy Tickets’
• The option to pay on the turnstile will be made available whenever possible
All major credit/debit cards are accepted with some exceptions. Credit card payments will incur a 2% transaction charge and all transactions may be subject to a booking fee.
Oldham Athletic endeavours to offer a broad range of ticket prices and initiatives. The club is a proud member of Tickets for Troops and also offers half price admission for all members of the armed forces. Zebra finance is offered to supporters to enable everyone to pay for season tickets by instalment at a reasonable rate of interest.
The club actively participates in all EFL ticket promotions.
At least 5% of tickets to each game will be made available to non-season ticket holders. The Club considers there are no severely restricted view seats that qualify for discounted prices.
The club provides a designated family section for exclusive use by family groups and junior supporters. This area is located in the TLH Auctioneers Stand (formerly the Rochdale Road End).
SportsDirect.com Park currently has 63 dedicated wheelchair spaces available with provisions for the carer to sit with the supporter: These are situated in the TLH Auctioneers Stand (elevated view), the Chadderton Road End (pitch level) and the North Stand (both elevated and pitch level).
Accommodating Away Supporters
The Club abides by EFL regulations governing the allocation of tickets to visiting clubs. Admission prices to supporters of a visiting club will never be higher than those charged to our own supporters for comparable accommodation. In particular, our concessionary rates offered to senior citizens and junior supporters apply to supporters of a visiting club.
Concessionary prices are available to under 12’s, under 16’s, over 65’s, students, members of the armed forces, charities, senior citizens and disabled supporters.
Disabled fans have the opportunity to purchase a concessionary priced ticket and which are tailored to the needs of the disabled supporter. Carers are admitted free of charge and will be seated next to the wheelchair spaces or as close as possible subject to availability. Proof of disability is required from any supporter wanting to purchase a concessionary prices ticket. This can be any of the following:
• A statement of high mobility/living allowance as issued by the Department of Work & Pensions
• Receipt of either the Severe Disablement Allowance or Attendance Allowance
• Blind or partially sighted registration certificate
• In some circumstances a personal letter from your GP
For details of disabled facilities and ticket allocations, please contact Ron Cassidy on 0161 320 6955.
The club’s supporters are allocated tickets for away matches as follows:
Where ticket allocation by the home club is restricted, season ticket holders will have the first opportunity to purchase tickets, and subsequently any remaining tickets will then go on open sale. The home club determines the cost of these tickets.
Tickets for cup competitions are priced relative to the importance of the competition and are allocated as follows:
Where tickets are restricted, season ticket holders will have the first opportunity to purchase tickets, and subsequently any remaining tickets will go on open sale.
Returns & Refunds
The club’s policy on the return and distribution of unwanted tickets is as follows:
If a match is postponed before kick-off, ticket holders are entitled to free admission to the re-arranged game. If a match is abandoned after kick-off, spectators are entitled to half-price admission to the re-arranged match. If a match is abandoned after the second half has begun, no refund shall be given.
Unwanted tickets returned with a genuine reason prior to the kick-off of any match will receive a full refund, whereas tickets returned after a game has taken place will not be eligible for a refund.
Any returned tickets are immediately put back on open sale. Supporters are kindly reminded that any attempt to sell a ticket that they have purchased is a criminal offence as per section 166 of the Criminal Justice and Public Order Act 1994.
The North Stand is the location for all of the club’s match-day hospitality details of which can be found:
• Inside the commercial brochures available upon request from the club and event centre
The club’s retail is currently the responsibility of Sports Direct. All official club merchandise can be purchased in one of the many Sports Direct outlets, online at www.wearelatics.co.uk
and in the new club shop at SportsDirect.com Park.
The club endeavours to ensure that all replica strip designs shall have a minimum life span of one season. We will endeavour to consult with supporters as to the frequency of strip changes and its design and pricing. The club carries out its obligations under EFL regulations to prevent price-fixing in relation to the sale of replica strips, and offers refunds on merchandise in accordance with its legal obligations.
We promise that all official merchandise is, to our knowledge, of satisfactory quality. The club will endeavour to communicate with our supporters to acquire a better understanding of preferred stock.
If a refund is payable to you, Sports Direct will refund the money using the same method originally used by you to pay for your purchase. If a refund cannot be made to the original payment method then a cheque will be raised to the address on the order (except in the case of a full or part purchase of goods using a Gift Card, as detailed below).
If any product purchased with a Gift Card is subsequently exchanged for a product of a lower price, any money owing will be issued as a Gift Card [or e-voucher]. If your purchase was partially paid for on Gift Card and a refund is payable to you, your Gift Card will be refunded up to the card’s original value, any outstanding balance owed after this will be refunded via the other payment method originally used for your purchase. If you no longer have the Gift Card used to purchase the returned good(s), we will issue you with a new Gift Card to the value payable to you up to the amount of the card’s original value.
Once a refund has been issued, you will receive a confirmation email detailing the amount which has been refunded and the item which we have received back.
Sports Direct aim to process all returns as quickly as possible and you should receive confirmation of this within a week of having returned the item. Please note that if you have been provided with our freepost address that due to the extra time it takes for freepost items to be delivered it may take up to 14 days to receive confirmation of your refund. Please note that at busy times of the year such as public holidays, these times may increase.
Oldham Athletic may collect personal information from supporters. This data will be used:
• To contact supporters with official club news
• To contact supporters with details of special offers from the club or its affiliates
• To process any transaction a supporter may make with the club
• To personalise any communication between the club and its supporters
Under no circumstances will Oldham Athletic disclose supporter’s personal data to any third party unless required by law.
Oldham Athletic is extremely proud of its Community Trust programme, a charitable organisation (charity number 1120894) which was established over 25 years ago, which organises a varied programme of activities aimed at all sectors of the community.
The Trust was originally established under the banner of Football in the Community with the aim to bring the professional club and their community closer together. Natural progression from Football in the Community resulted in the scheme being taken on to work alongside and under the guidance of the English Football League Trust.
The Trust aims to support the local community regardless of age, gender, race, religion or skill level and promote a healthier lifestyle through sport by encouraging individuals to take part in fun - based activities, which develop confidence, co-operation and education.
The main areas of work are:
• School provision
• Holiday provision
• Inclusion/community projects
• Development centres
• Birthday parties
• OAFC match day activities
In conjunction with the Community Trust, the club has developed strong partnerships with:
• JD Williams – national distribution company
• McDonalds – global fast food enterprise
• First Choice Homes – local independent housing authority
• Oldham Council – local authority
More information on the work carried out by the Trust can be obtained from Community Trust Coordinators, Wendy Noble
and Martin Vose
COPRPORATE SOCIAL RESPONSIBILITY
Oldham Athletic is extremely proud of its fundraising achievements. The club is very pro-active in supporting the official charity partner of the EFL, Prostate Cancer UK. Corporate Events and Hospitality manager, Jenny Warburton has cycled from London to Amsterdam for the past three years raising funds for Prostate Cancer UK. Every season, the club designates at least one game to fundraise for Prostate Cancer UK and during the 2012/13 season, the Prostate Cancer UK name was carried on the back of all first, reserve and youth team shirts.
Oldham Athletic also supports ‘Once Upon A Smile’, a local children’s charity who work closely with hospitals, hospices, schools and other charities offering support to families of children with illnesses. The club hosts an annual charity football game consisting of ex-players and local celebrities with all proceeds going to the charity.
The club also runs a toy appeal every Christmas for the local Hospital and supports many other charities including the local hospice by supporting their events, providing players and mascots and giving them as much exposure through our official media channels as possible.
Oldham Athletic receives an extremely large number of donation requests. Although the requests come from very worthy causes, it is impossible for the club to be able to help everyone.
Oldham Athletic Donation Policy
Oldham Athletic will donate 2 (two) match tickets per charity request for charities located within the Oldham area. All requests must be submitted in writing and accompanied by authorisation from the charity. Match tickets are available for Home League games only and are subject to change. If signed merchandise is required, the item must be purchased separately and the club will waiver the £10 player signing fee with the relevant documentation. No charity donations are to be given in the closed season.
All first time visitors to SportsDirect.com Park can download a ‘Getting to SportsDirect.com Park’ information pack from the official club website.
SportsDirect.com Park has a capacity of 12,440 which is broken down into:
3457 in the Chadderton Road End
4609 in the THL Auctioneers Stand (Rochdale Road End)
868 in the George Hill Main Stand Upper
906 in the George Hill Main Stand Lower
2600 in the North Stand
The 1895 Suite which is located on the top floor of the new North Stand will have a capacity of 420 and it due to open during the 2016/17 season. The Broadway Suite on the first floor of the North Stand has a capacity of 180 and the 11 private boxes have a total capacity of 116.
SportsDirect.com Park is a strictly no smoking stadium and re-admittance on match-days is not permitted should a supporter wish to leave the stadium to smoke.
Oldham Athletic is committed to its zero tolerance policy regarding racism and any other form of discrimination. The club fully endorses the anti-discrimination campaigns ‘Kick It Out’, and ‘Show Racism The Red Card’.
There is an onsite car park at SportsDirect.com Park which operates a ticket system on a match day. Season tickets can be bought for this from the SportsDirect.com Park Ticket Office.
Oldham Athletic is dedicated to becoming a more sustainable football club and reducing the impact that the club has on the environment. We seek to reduce the impacts of our activities by implementing the following initiatives:
• Promote healthier food for our players, staff, visitors and fans. Using increasing percentages of local and organic ingredients – and offer a more diverse and healthier food choice.
• Utilise recycling units around the club and training ground
• Look into the use of solar PV at the club to reduce the stadium’s reliance on the grid
The club actively encourages ideas and suggestions for anything not yet considered, from within and outside of the club.
Notice: Entry to the Ground is expressly subject to acceptance by the visitor of these Ground Regulations and the rules and regulations of FIFA, UEFA, The Football Association and The English Football League in respect of the relevant competition. The Ground Regulations incorporate the Club's Customer Charter (if any). Entry to the Ground shall constitute acceptance of the Ground Regulations.
"Ground" means this football stadium and all locations owned, occupied or utilised by the Club.
"Club" means this football club.
"Match" means any association football match (or any part or aspect of such a match) taking place at the Ground.
"Material" means any audio, visual or audio-visual material or any information or data.
“Football Authorities” means The English Football League (EFL), Premier League, Football Association, the Football Association of Wales, FIFA, UEFA and any other relevant governing body of association football
1 Notwithstanding possession of any ticket the Club, any police officer or authorised steward may refuse entry to (or eject from) the Ground any person:
1.1 that fails (or in the Club's reasonable opinion is likely to fail) to comply with these Ground Regulations or any reasonable instruction issued by a police officer or authorised steward; and/or
1.2 whose presence within the Ground is, or could (in the Club's reasonable opinion), constitute a source of danger, nuisance or annoyance to any other person.
2 On no account will admission be granted to a person who is the subject of a current Banning Order under the Football Spectators Act 1989 (as amended) or has been convicted of ticket touting offences under the Criminal Justice and Public Order 1994 (as amended).
3 The Club excludes to the maximum extent permitted by law any liability for loss, injury or damage to persons/property in or around the Ground.
4 No guarantees can be given by the Club that a Match will take place at a particular time or on a particular date and the Club reserves the right to reschedule the Match without notice and without any liability whatsoever.
5 In the event of the postponement or abandonment of the Match, refunds (if any) will be made in accordance with the Club's Customer Charter. The Club will have no further liability whatsoever, including (but not limited to) any indirect or consequential loss or damage, such as (but not limited to) loss of enjoyment or travel costs.
6 All persons seeking entrance to the Ground acknowledge the Club's right to search any person entering the Ground and to refuse entry to or eject from the Ground any person refusing to submit to such a search.
7 The following articles must not be brought within the Ground - knives, fireworks, smoke canisters, air-horns, flares, weapons, dangerous or hazardous items, laser devices, bottles, glass vessels, cans, poles and any article that might be used as a weapon and/or compromise public safety. Any person in possession of such items will be refused entry to the Ground.
8 Further, you may not bring into the Ground any sponsorship, promotional or marketing materials save in respect of official club merchandise and/or other football related clothing worn in good faith nor may you offer (either free or for sale by any person) any goods (including literature) of any nature without the express written approval of the club’s management.
9 The use of threatening behaviour, foul or abusive language is strictly forbidden and will result in arrest and/or ejection from the Ground. The Club may impose a ban for one or more Matches.
10 Racial, homophobic or discriminatory abuse, chanting or harassment is strictly forbidden and will result in arrest and/or ejection from the Ground. The Club may impose a ban for one or more Matches.
11 The following acts are offences under the Football (Offences) Act 1991 (as amended):
11.1 The throwing of any object within the Ground without lawful authority or excuse.
11.2 The chanting of anything of an indecent or racialist nature.
11.3 The entry onto the playing area or any adjacent area to which spectators are not generally admitted without lawful authority or excuse.
Conviction may result in a Banning Order being made.
12 All persons entering the Ground may only occupy the seat allocated to them by their ticket and must not move from any one part of the Ground to another without the express permission or instruction of any steward, officer of the Club and/or any police officer.
13 Nobody may stand in any seating area whilst play is in progress. Persistent standing in seated areas whilst play is in progress is strictly forbidden and may result in ejection from the ground.
14 The obstruction of gangways, access ways, exits and entrances, stairways and like places is strictly forbidden. Nobody entering the Ground shall be permitted to climb any structures within the ground.
15 EFL stadia are smoke-free and smoking is not permitted inside the ground.
16 Mobile telephones and other mobile devices are permitted within the Ground PROVIDED THAT:
(i) they are used for personal and private use only (which, for the avoidance of doubt and by way of example only, shall not include the capturing, logging, recording, transmitting, playing, issuing, showing, or any other communication of any Material for any commercial purposes);
(ii) no Material that is captured by a mobile telephone or other mobile device may be published or otherwise made available to any third parties including, without limitation, via social networking sites.
17 Under the Sporting Events (Control of Alcohol etc.) Act 1985 (as amended), the following are offences for which a person can be arrested by a police officer and conviction could result in a Banning Order being made:
17.1 Attempting to enter the Ground or being inside the Ground whilst drunk;
17.2 Being in possession of any intoxicating liquor, or bottle, can or other portable container and which could cause damage or personal injury, when entering the ground or in a public area of the ground from which the event can be directly viewed.
18 Any individual who has entered any part of the Ground designated for the use of any group of supporters to which he does not belong may be ejected from the Ground either for the purposes of his own safety or for any other reason.
19 Save as set out in paragraph 16 above, no person (other than a person who holds an appropriate licence) may capture, log, record, transmit, play, issue, show or otherwise communicate (by digital or other means) any Material in relation to the Match, any players or other persons present in the Ground and/or the Ground, nor may they bring into the Ground or use within the Ground (or provide to, facilitate or otherwise assist another person to use within the Ground) any equipment or technology which is capable of capturing, logging, recording, transmitting, playing, issuing, showing or otherwise communicating (by digital or other means) any such Material. Copyright, database rights and any other intellectual property rights in any unauthorised recording or transmission is assigned (by way of present assignment of future rights) to the Club and The English Football League. You further agree (if and whenever required to do so by the Club and/or EFL) to promptly execute all instruments and do all things necessary to vest the right, title and interest in such rights to the Club and The English Football League absolutely and with full title guarantee.
20 No goods (including literature) of any nature may be offered either free or for sale by any person within the Ground without the express written permission of the Club.
21 Tickets are not transferable and may not be offered for sale without the prior written permission of the Club- or otherwise in accordance with the relevant ticket terms and conditions. Any tickets that are transferred are transferred subject to these Ground Regulations. Any tickets offered for sale may be confiscated by any steward, officer of the Club or any police officer. The Club reserves the right to refuse admission to or eject from the Ground and/or “blacklist”, any person who has offered for sale or transferred his/her ticket in contravention of the relevant ticket terms and conditions (and/or the holder of any ticket that has been transferred in contravention of the relevant ticket terms and conditions). Tickets remain the property of the Club at all times.
22 CCTV cameras are in use around and in the Ground. Body worn video cameras recording video and/or audio may also be used as appropriate, for example to record prohibited behaviours as referenced in paragraphs 9 and 10. The Club may itself use or pass to the police or any Football Authority or other clubs, any recordings for use in any proceedings.
23 At all times whilst present in the Ground, persons must comply with any and all instructions of any steward or officer of the Club and/or any police officer. Failure to comply with any instruction may lead to immediate ejection from the Ground.
24 By entering the Ground, all persons are acknowledging that photographic images and/or video recordings (and/or stills taken from video recordings) may be taken of them and may also be used, by way of example and without limitation, in televised coverage of the game or by or on behalf of the Club or any Football Authority (or their commercial partners) for marketing, training or promotional purposes. Entry into the Ground is confirmation that all persons have consented to such use of their image. If these images should feature an individual prominently the Club will make reasonable efforts to gain the consent of that person before publishing such images, however, if this is not possible, then entry into the Ground shall be deemed consent unless the Club is notified in writing to the contrary.
25 Further to paragraph 24, if such person is under 18 years of age, the parent, guardian, or responsible adult who is accompanying them into the Ground shall be deemed to have provided consent on their behalf.
26 Refused entries to (or ejection from) the Ground may lead to further action by the Club including, but not limited to, the withdrawal of any season ticket (without reimbursement), Club Membership and other benefits.
Published by The English Football League (formerly the Football League Limited), June 2015.