Customer Service Charter

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FOOTBALL FEDERATION VICTORIA

Customer Service Charter

Peter Gome CEO

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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 email 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

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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 9474 1800, facsimile 9474 1899, or e-mail [email protected]

Our mailing address for feedback or complaints is: Feedback Officer

Football Federation Victoria PO Box 7488

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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

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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.

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FOOTBALL FEDERATION VICTORIA Level 3, 436 St Kilda Road, Melbourne Vic 3004

PO Box 7488, Melbourne, Vic, 3004

Phone: (03) 9474 1800 Fax: (03) 0474 1899 Web: ffv.org.au Email: [email protected]

Customer Service Charter

FOOTBALL FEDERATION VICTORIA