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Customer Service Charter

Oldham Athletic AFC

Customer Charter

Season 2017/18


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.

Oldham Athletic’s Supporter Liaison Officer is Mark Lund; he can be contacted at slo@oldhamathletic.co.uk.


Department Contacts

• Corporate Events & Hospitality: Jenny Warburton – jenny.warburton@oldhamathletic.co.uk
• Club Secretary – Gordon Lawton – gordon.lawton@oldhamathletic.co.uk
• Commercial – Luke Foster – luke.foster@oldhamathletic.co.uk
• Media – Luke Ingram – luke.ingram@oldhamathletic.co.uk
• Catering – Laurence Street – laurence.street@oldhamathletic.co.uk
• Academy – Natalie Seaton – natalie.seaton@oldhamathletic.co.uk
• Community Trust – Wendy Noble – wendy.noble@oldhamathletic.co.uk
• Oldham Event Centre – Rob Smyth – rob.smyth@oldhamathletic.co.uk
• Safety Officer – Bryan Lawton – safety.officer@oldhamathletic.co.uk
• Safeguarding Officer – Mark Hilditch – safeguarding@oldhamathleitc.co.uk

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
EFL House
10-12 West Cliff,
Preston
PR1 8HU
T: 01772 325800
E: enquiries@efl.com


The Independent Football Ombudsman
Suite 49
33 Great George Street
Leeds
LS1 3AJ


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
• To communicate our commitment to equality and diversity most effectively


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 club website: www.oldhamathletic.co.uk
• 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
• iFollow Latics 
• 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.


STAFF CONDUCT

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, gender reassignment, sexual orientation, marital status or civil partnership race, nationality, ethnicity (race), religion or belief, ability or disability, pregnancy and maternity 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.


SAFEGUARDING POLICY

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.


OLDHAM ATHLETIC EQUALITY STATEMENT

The Football League is responsible for setting the standards, values and expectations of all Clubs in relation to equality, inclusion and diversity. Football is for everyone; it belongs to, and should be enjoyed by anyone who wants to participate in it, whether as a player, official, staff member or spectator.

The aim of Oldham Athletic Equality Policy is to promote our own equality objectives and in doing so, help to ensure that everyone is treated fairly and with respect. All Oldham Athletic representatives should abide and adhere to this Policy and to the requirements of the Equality Act 2010. In doing so, we are working towards being legally compliant in relation to equality legislation.


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.

Contact details: Mark Hilditch – 07988 992007 or via email safeguarding@oldhamathletic.co.uk.


TICKETING POLICY

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

Payment Options

All major credit/debit cards are accepted with some exceptions. Credit card payments will incur a 3% 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.

Allocations

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 ODEON Family 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.

Concessions

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

Away matches

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.

Cup competitions

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.


HOSPITALITY

The North Stand is the location for all of the club’s match-day hospitality details of which can be found:

• On the Commercial section of the official club website: www.oldhamathletic.co.uk
• One the Oldham Event Centre website: www.oldhameventcentre.co.uk
• Inside the commercial brochures available upon request from the club and event centre
• Upon request to Jenny Warburton: 0161 785 51585 or jenny.warburton@oldhamathletic.co.uk


RETAIL

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.


REFUNDS

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.


DATA

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.


COMMUNITY ACTIVITIES

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
• Volunteering
• Development centres
• 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
• Polyflor Limited

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.


CHARITY DONATIONS

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 charity requests should be sent in writing to robbie.higgs@oldhamathletic.co.uk or Oldham Athletic AFC, SportsDirect.com Park, Furtherwood Road, Oldham, OL1 2PA

Bucket collection requests should be directed to Wendy Noble on 0161 785 5176 or at wendy.noble@oldhamathletic.co.uk.


SPORTSDIRECT.COM PARK

SportsDirect.com Park has a capacity of 12,440 which is broken down into:
3,457 in the Chadderton Road End
4,609 in the THL Auctioneers Stand (Rochdale Road End)
868 in the George Hill Main Stand Upper
906 in the George Hill Main Stand Lower
2,600 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 2017/18 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’.

Parking
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.

Off-site car parking is located at the hospital car park at a cost of £3.

Catering
From 2015, Oldham Athletic’s match-day catering is produced in house. All enquiries, comments and suggestions should be directed to laurence.street@oldhamathletic.co.uk or rob.smyth@oldhamathletic.co.uk.


ENVIRONMENTAL POLICY

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.