Customer Charter

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The Worcestershire Football Association’s purpose is to establish and maintain appropriate systems and structures to enable the Association to promote, manage and regulate Association Football within its boundaries

Customer Charter for the Worcestershire Football Association

 Our Vision:

To make football the most accessible and enjoyable sport in Worcestershire by positive promotion and development of the game.

Contents                                                                       

Introduction                                                                     

Key Aims of the Customer Charter                                   

Equal Opportunity Policy for Representation                  

Staff Conduct and Response Times                                          

Contact Details                                                             

Complaints Procedure                                                     

                                                                            Introduction

The Worcestershire Football Association’s purpose is to establish and maintain appropriate systems and structures to enable the Association to promote, manage and regulate Association Football within its boundaries. These systems and structures will include facilities, football development, and administration in order to increase both the level and quality of participation at all levels of the game.

The Administration section of the Association has responsibility for the traditional aspects of the game such as Membership Services, Discipline, County Cups, Representative Football, and Referees.

 It may be of interest to note that the Association has the following annual affiliations / registrations / activity:

  •  Approximately 350 affiliated Clubs with in excess of 825 teams
  •  Approximately 300 registered referees
  •  12 Cup competitions
  •  2 representative teams
  •  10 affiliated leagues
  •  5 affiliated small side competitions
  •  Numerous 1 day / charity competitions

 

The Football Development section organises the Association’s football development plan for the football community in Worcestershire that includes:

  •  Coach Education
  •  Safeguarding Children
  •  Charter Standard
  •  Women and Girls’ football
  •  Mini Soccer
  •  Disability
  •  Social Inclusion (includes equity and ethnicity)
  •  Facility funding.
  •  Volunteer Development

 

        The Key Aims of the Customer Charter for the Worcestershire Football Association are:

  •  To provide a professional, accessible and approachable service to the many customers using the services of the Association and   also contacting us with queries, views, and complaints.
  •  To ensure that a high level of service is being offered and that our customers’ views are reflected back in the organisation.
  •  Add value to customer contacts with the Association by promoting the services we offer and communicating our vision.
  •  Develop news ways of communicating with our customers through innovative use of our website and greater use of e-mails.
  •  To increase overall public interest awareness of Association Football.
  •  To ensure that we have a customer based service with clear values and objectives.
  •  To ensure that any complaints or queries received are handled in a fair and appropriate manner.

 

                                            Equal Opportunity Policy for Representation

 The Worcestershire Football Association Limited is committed to a policy of treating all participants in football and the public fairly and consistently.

 

No one person or group of persons or any competition (actual or potential) shall receive less favourable treatment or consideration on the grounds of race, colour, religion, nationality, ethnic origin, sex, disability or marital status.

 The Worcestershire Football Association Limited is committed to equality of opportunity and to the elimination of unlawful discrimination as defined under the terms of the Race Relations Act 1976, the Equal Pay Act 1970, the Sex Discrimination Act 1975 and the Disability Act 1995 as amended from time to time.

 The following guidelines provide a framework within which standards will be applied.

 There should be no discrimination on account of race, colour, religion, disability, nationality, ethnic origin, gender or marital status;

  • The Worcestershire Football Association Limited will accept representatives of groups or organisations on the basis of merit and ability;
  • All members of the Association have a responsibility for the practical application of The Worcestershire Football Association Limited Equal Opportunities Policy;
  • Disciplinary action will be taken against anyone who is found to have committed an act of unlawful discrimination;

                                                    Staff Conduct and Response Times

 The Worcestershire Football Association is committed to developing an open, responsive and accountable relationship with all those involved with the game at every level. This Charter sets out the standards which customers are entitled to expect when dealing with the Association. Our policies in relation to these customer issues are:

                                                                        Staff Conduct

 The Association’s staff will act in a courteous and responsive manner in all matters relating to customer issues. If an issue cannot be resolved by the staff member they will take responsibility for ensuring that it is brought to the attention of their line manager or other relevant officer of the Association.

                                                                     Response Times

 Written correspondence requiring a response will be acknowledged within two working days of receipt, and if a full reply cannot be given within that period due to further information being required, a comprehensive response will be made within ten working days.

E-mails and telephone messages requiring a response will be acknowledged within two working days and if further information is required a comprehensive response will be provided within ten working days provided that full contact details are given as part of any message.

                                                                      Contact Details

 If for any reason you need to contact the staff at the Association’s offices at Droitwich the following list should be of assistance:

 Telephone Number: 01905 827137

Chief Executive                            Nichola Trigg              secretary@worcestershirefa.com                      Ext 201 

Finance Director                          Bernhard Mallette         bernhard.mallette@worcestershirefa.com         Ext 209

Office Manager                            Julie Lymer                  julie.lymer@worcestershirefa.com                    Ext 203 

Governance Administrator             Ruth Cawkwell            ruth.cawkwell@worcestershirefa.com                Ext 215 

Governance Administrator             Louise Birch                louise.birch@worcestershirefa.com                  Ext 207 

Discipline Manager                      Chris Dale                   discipline@worcestershirefa.com                      Ext 202 

County Development Manager      Andy Norman              andy.norman@worcestershirefa.com                 Ext 204 

Development Officer                     Ted Grizzell                 ted.grizzell@worcestershirefa.com                   Ext 206 

Development Officer                     Darel Poole                 darel.poole@worcestershirefa.com                    Ext 208 

Development Administrator           Jacquie Owers             jacquie.owers@worcestershirefa.com               Ext 205 

County Welfare Officer          Anna-Maria Konstantinides anna.konstantinides@worcestershirefa.com     07990 548681

Referee DevelopmentOfficer          Adam Watts               adam.watts@worcestershirefa.com                 07989 65031

 

Fax number (for all): 01905 798963

                                                                Complaints Procedure

 Any comment or complaint about our procedures and practices in relation to customer issues can be addressed to the Company Secretary whose contact details are:

 

Nichola Trigg

Chief Executive

Worcestershire Football Association Ltd

Craftsman House

De Salis Drive

Hampton Lovett Industrial Estate

Droitwich

WR9 0QE

 Telephone:      01905 827137 Ext 201

Fax:                  01905 798963

E-mail:             secretary@worcestershirefa.com

Any complaint that is in respect of the Chief Executive should be addressed to the Chairman of the Association whose contact details are:

 Mr R Northall

Chairman

Worcestershire Football Association Ltd

Craftsman House

De Salis Drive

Hampton Lovett Industrial Estate

Droitwich

WR9 0QE

 Telephone:      01905 827137 Ext 209

Fax:                  01905 798963

E-mail:             roy.northall@worcestershirefa.com

Internal use of a complaints journal enables us to track each complaint, track trends, and provide data for analysis and where necessary improvement. We aim to resolve all complaints within seven working days.

 Revised August 2012

 

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