Customer Service Charter

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1 FOOTBALL FEDERATION VICTORIA Customer Service Charter Peter Gome CEO

2 1. This Charter tells you about Our commitment to high quality customer service What you can expect from us Our service standards Your responsibilities How to make a suggestion, comment or complaint. Football Federation Victoria is dedicated to achieving excellence in the delivery of our services. Therefore, this Charter covers all areas of our customer service. If you believe that the service you received failed to meet the standards set out in our Customer Service Charter, you should consider making a complaint. If you are not satisfied with a decision that affects you, you may have appeal rights. Your appeal rights will be specified in the letter notifying you of our decision. 2. Our commitment to high quality customer service The Charter is our commitment to high quality customer service, maintained for all interactions with our customers, without discrimination. Underpinning our philosophy is a customer-focussed ethic, based on consistent, proactive and timely delivery of service to all external and internal customers. 3. You can expect us to: Provide information via our website on our policies, programs and procedures Make sure that you can reach the right person who is knowledgeable and can answer your questions Identify ourselves in our dealings with you Respond to your requests promptly and accurately Listen to your point of view and take into account special needs you may have Keep your information private and give you access to it, in accordance with the law Deal with you courteously, sensitively and in accordance with the constitution, rules and regulations Meet agreed timeframes Explain our decision clearly in a reasonable way that you would understand 4. Our service standards Football Federation Victoria will: Be seen in and engage with the football community Provide office contact hours from 9am to 5pm on business days Identify ourselves when answering the telephone Respond to all telephone and messages within 24 hours, except on weekends and public holidays Respond to all letters within 5 business days of receipt Provide a contact name and details on all correspondence Provide member clubs with training and information sessions at times and locations that fit the needs of volunteers Ensure that our online systems have availability 90 percent of the time you may try to use them 5. Help us to help you So that we can provide high quality customer service, it is essential that you: Treat our staff with courtesy and respect Give us accurate and complete information about your circumstances Provide all documents, information and payments within the specified times Do not offer gifts or other favours to our staff

3 6. Your feedback is important to us We are striving to continuously improve our customer service to you. We welcome your feedback, positive or negative, as it helps us identify the things we do well and those that we need to improve. If you consider that our level of service can be improved or has failed to meet our Charter, we would appreciate hearing your comments, suggestions or complaints. We encourage you to contact the staff member directly with your feedback, and/or by filling out the attached Customer Service Feedback form, or alternatively go online at ffv.org.au, select Inside FFV, Customer Service Charter, Customer Service Feedback Form. The FFV complaint handling process is detailed below for you. 7. Service feedback handling process FFV s feedback handling process is designed to ensure that your concerns are treated seriously and that your feedback is addressed promptly and fairly. Making a service complaint FFV regards complaints or feedback as a way of both assessing and improving our performance. We have a complaints handling process to ensure, where possible, that complaints are resolved promptly and satisfactorily and that our procedures are improved. What is a service complaint? A complaint may be about: Standard of services provided, or Diligence, competency, behaviour or attitude of staff This service complaints handling process does not cover areas which have their own appeals or complaints process, including grievance and disciplinary outcomes, match results or matters addressed by our Member Protection Policy. Our commitment We will investigate and try to resolve complaints: Quickly (preferably immediately), Fairly, Confidentially; and As informally as possible. Who to contact if you have a complaint If you have a complaint or wish to provide feedback about FFV, contact the person you have been dealing with, or that person's Manager. If you do not know who to speak to, you should contact the Feedback Officer, by telephone , facsimile , or Our mailing address for feedback or complaints is: Feedback Officer Football Federation Victoria PO Box 7488 Melbourne Vic 3004

4 What we will do When you call us to make a complaint, we will be courteous, listen closely and get as much detail as possible about the complaint. The relevant facts of your complaint will be written down by the person you call so that you won't have to repeat the information if you are referred to another person. If we can resolve your complaint on the spot, we will do so. If we are unable to resolve your complaint immediately, we will refer it to the appropriate person within the Department. All relevant information will be passed to that person and we will advise you of their name, position and telephone number. The person dealing with your complaint will try to make contact with you within two working days of receiving it, and will settle with you a timeframe for resolving it. If the agreed timeframe cannot be met, you will be told why and when you can expect to receive a response. If we cannot help you, we will tell you about other avenues available for resolving your complaint. If you are not satisfied If you are unhappy with our response or with the way your complaint is being handled, you may ask that it be referred to the CEO. All service complaints referred to the CEO will be reviewed and we will aim to respond within 10 working days of referral. We will review the circumstances which lead to your complaint and, where necessary, steps will be taken to ensure that similar problems do not happen again. FFV Management will review this Customer Service Charter annually to ensure it is up to date in addressing our customer's needs. Peter Gome CEO

5 CORE VALUES UNITY Victorian football stakeholders will work together to deliver a shared vision and purpose for the growth and health of the game. PRIDE We are proud of the organisation we work for and bring infectious enthusiasm in pursuit of our vision for football. INTEGRITY The affairs of the FFV will be unconditionally embedded in honesty and fairness. RESPECT We will treat others the way we expect to be treated. We will also earn respect through becoming a positive and powerful force capable of delivering meaningful sport and social outcomes within the broader community. OPENNESS We will engage and communicate transparently with the football family and listen with open-mindedness. PERFORMANCE We will strive for service and business excellence off the field and inspired results on the field for Victorian clubs, players, coaches and referees.

6 FOOTBALL FEDERATION VICTORIA Level 3, 436 St Kilda Road, Melbourne Vic 3004 PO Box 7488, Melbourne, Vic, 3004 Phone: (03) Fax: (03) Web: ffv.org.au Football Federation Victoria (FFV) welcomes feedback about our services and staff. Your feedback can help us find out what we are doing well and how we can improve so that we can provide the best possible service to our customers. You can provide feedback by filling in this form, add your details below (optional), moisten edges of the form, fold, seal and mail no stamp is required, or online at ffv.org.au select Inside FFV, Corporate Documents, Customer Service Charter, Customer Service Feedback Form. Your details will be handled in accordance with the Information Privacy Act For more information on FFV s Privacy Policy please visit our website ffv.org.au, select Inside FFV Corporate Documents Policies, Privacy. 1. Type of feedback Compliment Suggestion Complaint 2. Which department did you deal with? Coaching Commercial & Marketing Communications Competitions Discipline Finance Game Development Referees Registrations Talented Player Development 3. Please rate the level of customer service you received Extremely Satisfied Very Satisfied Fairly Satisfied Fairly Dissatisfied Very Dissatisfied Extremely Dissatisfied 4. Please provide details of your feedback 5. Are you seeking a response to your feedback? Yes No 6. If you answered yes, please provide contact details Name

7 Delivery Address: PO Box 7188 Melbourne VIC 3004 No Stamp Required if posted in Australia Customer Feedback Football Federation Victoria Reply Paid PO Box 7188 Melbourne VIC

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