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Customer Service Charter

General Communications with the Club
We will endeavour to place as much information as possible on the website so that it is readily available to our customers.

Please help the club by referring to in the first instance as the club receives a high volume of communications from customers.

If you are unable to find the answers you are looking for please contact the main club number on 02 8306 9900 or Members can contact the Membership team on 02 8306 9922. Our business hours are 9am to 5pm Monday to Friday.

Should you need to telephone the club we will aim to return telephone messages within 48 hours wherever possible.

General Feedback
The Football Club encourages feedback, especially from Members. Written feedback can be addressed to SSFC Feedback, Locked Bag 1 Redfern NSW 2016. We will endeavour to respond within 7 days dependent upon the nature of the request.

Courteous feedback that helps us to improve is always welcome from our customers.

Member Communications
Any Member enquiries should telephone the club in the first instance where we can answer your enquiry quickly and efficiently. Our business hours are 9am to 5pm Monday to Friday.

We do experience peak periods throughout the year. Please be patient as we are dealing with other member enquiries and will get to you as soon as we can.

Member Feedback
Our Membership Team will endeavour to resolve your problems to the best of their abilities. However, there may be occasions where you feel that the matter could have been handled differently. Please put your comments in writing and address it to the Membership Manager who will endeavour to respond within 7 days wherever possible.

The Football Club welcomes and values opinions that are constructive and help us to improve. The best feedback also provides realistic solutions to problems.

Comments that are abusive towards other Members and SSFC Staff are unhelpful and are not condoned by the club.

Our Customer Service Commitment
The staff at the Football Club are here to provide an effective and efficient service to all customers.

Our commitment to you is;

To be polite and courteous at all times
To respond to you within reasonable timescales as detailed above
To only provide you with the right answers to your questions and to do this they may need to refer to their supervisors from time to time
To ensure that the product is delivered on time and in a professional manner
To communicate with our customers as effectively and efficiently as possible
The staff are subject to internal policies to manage their behaviour and performance. If these policies are breached this may result in disciplinary action or even dismissal.

The Club’s commitment to our staff
We believe that for our staff to deliver on our Customer Service Commitment we need to provide a fair and safe working environment.

The Football Club’s commitment to them is;

Our team will not be asked to work in isolation on game days
Our team will be allowed to take reasonable breaks to rest
Our team will be treated with respect
Our team will be provided with sufficient support to be able to deliver on their duties
Our team will be able to work without fear of abuse or harassment
The Member’s commitment

In order for our staff to provide you with the best service possible we must ensure their safety and happiness and we therefore ask our Members and fans to make a commitment to us;

We will support our team with dignity and pride
We will not cause the Football Club embarrassment with inappropriate comments or behaviours
We will celebrate wins unitedly
We will commiserate losses without blame
We will ensure our dealings with representatives of the Rabbitohs are professional and non threatening
We will not react in an abusive or confrontational manner, including verbal, physical and emotional abuse, towards SSFC staff, players, officials, media, venue staff, other spectators (home or away) and others
We will help Rabbitohs staff by offering solutions to problems that we encounter
We will not present problems to the Rabbitohs that we can do nothing to change
We will accept the explanations that we are given by Rabbitohs staff and put matters in writing if they are not to your satisfaction
We will not display banners with obscene or inappropriate messages
The senior management team will address inappropriate behaviour. The matter will be investigated and any breaches of this charter could lead to the cancellation of your Membership or eviction from the ground.