CUSTOMER SERVICE CHARTER

This charter is to demonstrate the Essendon Football Club's commitment to ensuring you will always receive the best service. It defines the level of service you can expect from your association with the club.

1. Customer Service
The Essendon Football Club will….
1.1 provide honest, friendly, courteous service and treat you as a valued customer.

1.2 provide employees with the necessary knowledge and training to ensure that our customer service standards are met.

1.3 maintain a level of technology that will assist us to continually improve the standard of service we provide.

1.4 survey a random selection of our customers on a regular basis to assess our performance. The results will be published in the club yearbook.

1.5 ensure that any concerns or complaints about your service are dealt with promptly and to your satisfaction.

2. Communication
Essendon Football Club will….
2.1 consult customers on a regular basis through focus groups and surveys on issues affecting the club and/or customer.


2.2 communicate its position on major policy issues by way of letter, website, media outlets, radio, magazine and other available mediums.

2.3 provide opportunities for members, sponsors, supporters and other interested parties to provide the club with feedback on issues of interest.

2.4 give the earliest possible notice of any changes to its policies and the reasons for the changes.

3. Customer Enquiries
The Essendon Football Club will……
3.1 return telephone messages before the end of the next working day. All issues will be resolved in accordance with the timeframe agreed by both parties.


3.2 acknowledge receipt of all written communication within three working days.

3.3 for more complex issues that require further investigation, provide regular progress reports to ensure that you are kept informed.

3.4 keep an accurate record and monitor your query on our customer service database.

4. Membership
The Essendon Football Club will……
4.1 offer a wide range of membership packages.


4.2 provide easy to understand brochures and renewal processes.

4.3 offer customers multiple payment options.

4.4 mail membership tickets and fulfillment packs to members within 4 - 6 weeks of receipt of payment. (Members who request seat changes may not receive their tickets within this period. This will depend on seating availability).

5. Ticketing
The Essendon Football Club continues to strive for wider access to matches by offering……
5.1 a broad range of ticket prices.


5.2 7,000 free seats for Essendon Football Club members for home games played at Colonial Stadium.

5.3 priority access for members to 5,000 reserved seats when fixtured to play St Kilda or Bulldogs away at Colonial Stadium and 10,000 seats for all other away games at this venue.

5.4 support for disabled members, supporters and their carers.

6. Merchandise
The Essendon Football Club will….
6.1 provide customers with a broad range of the highest quality official AFL licensed products available to the club.


6.2 provide order fill rates in excess of 95% of all lines offered.

6.3 subject to availability, despatch mail orders within 2 working days.

6.4 recognise and accommodate the ever-changing needs of customers by providing optimal customer service and value within all merchandise outlets.

7. Privacy & Security
The Essendon Football Club.…..
7.1 is committed to the protection of your personal information, and fully supports and complies with the Privacy Amendment (Private Sector) Act 2000 and the ten National Privacy Principles contained in the Act.

7.2 will not sell or otherwise disclose personal information to any unrelated third party.

7.3 has available upon request a document detailing the Club's policies on the management of personal information. This document can also be found on our website by following this link.

8. Community Activities
The Essendon Football Club will……
8.1 continue to promote the growth and development of Australian Rules Football.

8.2 seek to promote close links between the club and its community and to introduce people, male and female, to football as players and spectators.

8.3 commit to supporting our preferred charity and working with a number of other registered charities.

9. Tradition
The Essendon Football Club……..
9.1 is proud of its rich tradition and will work to preserve this.

9.2 colours will be red and black.

9.3 uniform for the AFL Premiership season will consist of a black jumper or guernsey with a red sash.