CUSTOMER SERVICE CONTACT

Please ensure that fans wishing to contact the club call the relevant department.

Chief Operating Officer
Paul Douglas - 08444140734

Customer Liaison Officer

Mark Hitchens - 08444140736

Commercial

Terry Stewart 08444140736

Ticket Office
Mark Hitchens - 08444140737

Finance Department
Rita Shortt - 08444140738

Media Department
Mark Hitchens - 08444140734

Reception
Josie - 08444140733

Community Sports Trust
Dale Spiby - 08444140745

Complaints And Suggestions

The Club will try to ensure via our Customer Liaison Officer that a reply is given to any customer contacting the club within seven working days.

The Club responds by (telephone, email, fax or letter). (If a customer requests a response in writing he/she receives one - PLEASE state whether you are after a response if contacting the club).

STAFF CONDUCT

1. As a member of the largest professional league in the country, Rotherham United is committed to confront and eliminate discrimination whether by reason of sex, sexual orientation, race, nationality, ethnic origin, colour, religion or disability.

2. Rotherham United is an equal opportunities employer. We are committed to:

• Equal opportunity within our own organisation and to encourage similar commitment from every organisation or individual acting within the game.

3. Equality of opportunity at Rotherham United means that in none of our activities we will discriminate against, or in any way treat less favourably, any person on grounds of sex, sexual orientation, race, nationality, ethnic origin, colour, religion or disability. This includes:

• The advertisement of jobs
• The selection of candidates for employment and 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

4. Rotherham United will not tolerate sexual or racially based 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.

5. Rotherham United 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.

CONSULTATION AND INFORMATION

The Club consults supporters on a regular basis through.

R.U.S.C and Millers Trust monthly meetings.

The Club publicises it position on major policy issues in the Club programme.

The Club has and continues to develop ways to consult with Shareholders, local authority and Sponsors.

The Club gives the earliest possible notice on any changes to its ticketing policy and the reasons for the changes.

The Club undertakes research on the design and number of new strips.

TICKETING

Pricing

The Club continues to strive for wider access to matches by offering a broad range of ticket prices.

The Club operates a scheme to enable supporters to pay for season tickets by instalment.

Allocation

At least 5% of tickets to each game will be made available to non season ticket holders.

Concessions

Concessionary prices are available to junior supporters, senior citizens (senior citizens over 60) and students but only in designated areas for the latter.

The Club provides:

• An area of the ground for the exclusive use of family groups and junior supporters.
• Support for disabled spectators and their carers.

The Club's policy for the reduction in prices of restricted view seats is as follows:

• Sold at a discounted price.

Loyalty and Membership Schemes

The Club runs the following Loyalty and Membership schemes: - Millers Mayday.

15% discount on Club merchandise for Mayday members and for season ticket holders.

Away Matches

The Club's supporters are allocated tickets for away matches as follows. Season ticket holders have first option to purchase if the allocation is restricted followed by Mayday members then Millers Trust members, Supporters Club members and finally on general sale. The home club determines the cost of these tickets.

Cup Competitions

Prices will be announced depending on the opposition. Season ticket holders have first option to purchase if the allocation is restricted followed by Mayday members then Millers Trust members, Supporters Club members and finally on general sale.

ACCOMMODATING AWAY SUPPORTERS

The Club abides by Football League Regulations governing the allocation of tickets to visiting clubs.

The Club does not charge admission prices to supporters of a visiting club, which are 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.

MERCHANDISE

The Club endeavours to ensure that all replica Strip designs shall have a minimum lifespan of two seasons.

The Club carries out its obligations under Football League Regulations to prevent price fixing in relation to the sale of replica strip.

The Club offers refunds on merchandise (in accordance with its legal obligations).

Community Sports Trust

With an ever-increasing demand our Scheme is proving to be very popular with its various activities.

With everything overseen by Dale Spiby, we are also supported by the recruitment of modern apprenticeships. Everyone is fully aware of their responsibilities and we are able to undertake all tasks that arise at any time.

We arrange many activities, which include After School Coaching clubs, Birthday parties, four and five day Soccer Schools, Holiday Club, school visits, out of hour's voluntary work, PR work for the Club and regular football competitions.

The after school coaching takes place on Monday and Wednesday evenings from 5-6pm in our gymnasium and also at various schools in the borough every weekday. All of these sessions are growing more successful with around 300-400 children attending weekly.

The Birthday parties are escalating in popularity with some of them being visited by our management team, turning up unannounced to give the kids an added thrill.

The Tuesday and Thursday afternoon Asian coaching takes place in our gym every week during term time.

The biggest section of our Community work is the Schools Programme, which is taken to as many schools as possible throughout the year. The programme consists of 4 sessions. The first three take place at the school and the fourth is a joint sponsored event in the shape of a penalty shoot-out with proceeds split 50/50 with the school. This involves all the children at the school.

On the first visit, staff and children get to know each other by having fun and playing team games with little or no direct link to football. The second visit is when the children take part in a "skills test", where they are encouraged to try various ball work, co-ordination and working with partners. The third and last visit is to try and incorporate all that has been learnt into various games, with Matball and 5-a-side football being the most popular.

There are various Competitions Community staff oversee such as a 5-a-side competition for under 10's run at half-time at our home league games.

We were the hosts for both the Area and Regional Finals of the 6-a-side Cup for under 11s and under 13 girls which is an annual event, both managed and played to a very high standard.

As part of a drive to further improve the relations with schools and community groups some voluntary work is undertaken, part of which has seen us attending presentation nights, helping to officiate football Tournaments and arranging Autograph sessions with our First Team Squad.

In all aspects of Community work, the programme is growing immensely and this can be seen at our FA Charter Standard Holiday Soccer Courses. The children come along for four and five days fun coaching involving games, competitions and also visits to other football clubs around the country.

These courses also involve player participation, whereby first team members come along on the last day to present the children with various prizes and trophies they have won.

Various new and exciting projects are up and running with the staff now 'Better Reading Partners' and involved in Mentoring Programmes to try and improve pupils reaching standards.

Also our Re-Engagement Programme with disaffected pupils is another project to try and change/improve pupils' behaviour particularly Year 8 and 9 boys.

Lastly we now have a Girls/Women Development coach employed to work, part-time initially, and develop opportunities for girls and women to participate in football related activities.