Just copied from the RFL's very own 'OPERATIONAL RULES' under the section headed 'CUSTOMER CHARTER':
Quote:Customer Charter
The Rugby Football League is committed to providing excellent service to all its customers. This Charter sets out the Rugby Football League's policies.
Mission Statement
The Rugby Football League is committed to managing, developing and promoting Rugby League in order to provide excellent, high quality customer services for the whole Rugby League family.
Object
The objects of the Rugby Football League as set out in Constitution are:
(a) to foster, govern, develop, organise and manage the Game, in respect of all age groups, at all levels and for both sexes, in Great Britain and Ireland;
(b) to develop and manage the playing of the Game at an international level;
(c) to make, adopt, vary and publish Bye Laws, regulations and conditions for the management and/or government of the Game and its competitions and matters relating thereto, and to take all such steps as shall be deemed necessary or advisable for enforcing such Bye Laws, regulations and conditions;
(d) to organise and administer competitions for the playing of the Game in Great Britain and Ireland by Clubs and those others invited to participate in such competitions;
(e) to promote, provide for, regulate and manage all or any details or arrangements or other things as may be considered necessary or desirable for, or ancillary to, the comfort, conduct, convenience or benefit or players of the Game and of the public or of any other persons concerned or engaged in or associated with the RFL;
(f) to assist and co-operate with any organisation having similar objectives;
(g) to exploit and sell and enter into contracts and other arrangements in relation to, and to take action to protect, all rights in or relating to Matches and other intellectual property rights of the RFL insofar as those rights are vested in or are managed by the RFL;
(h) to discipline players, Clubs and Members for breaches of the Bye Laws or the Laws of the Game and to adjudicate in respect of disputes between Clubs;
(i) to do all such other acts or things, to enter into contracts and undertakings with others and to take such other steps as may in the opinion of the RFL or its Board be conducive to the attainment or furtherance of the other objects of the RFL;
(j) to commit to the principles of equal opportunities and to ensure that the culture, philosophy and processes within the RFL and the Game are free from bias and discrimination.
Customer Service
Aims
To provide a high level of customer service by the RFL which is professional and approachable for supporters and other members of the general public who need help, advice and information on any aspect of the League's activities or services.
To work with member clubs and associations to ensure that a high level of customer service is provided by the RFL to those members and by those members to the public
Contact with the RFL
BY POST - Customer Services, RFL, Red Hall, Red Hall Lane, Leeds, LS17 8NB
BY PHONE - 0844 477 7113
BY E-MAIL -
info@rfl.uk.comBY WEBSITE -
http://www.therfl.co.ukWe will try to respond to any letter, fax or e-mail within 7 working days of receipt of such communication. If it is not possible to provide a full response to the issue raised within that time, an acknowledgement will be sent and a detailed reply will following within 28 working days of the original communication.
We will attempt to resolve all justifiable complaints within 28 working days. If, however, this cannot be done, we promise to keep the complainant updated on the progress of the complaint.
Misconduct Complaints
All complaints of alleged misconduct made about persons subject to the Operational Rules of the Rugby Football League will be forwarded to the office of the Disciplinary Commissioner. Complainants may be required to complete an official complaint form.
Staff Conduct
Rugby Football League staff will conduct themselves in a courteous and responsive manner in all dealings with customers. The Rugby Football League is committed to treating all persons equally. All complaints of misconduct made about member of RFL staff will be forwarded to the Human Resources Manager or the Disciplinary Commissioner as appropriate.
Consultation
The RFL is committed to consulting with recognised supporter and other customer groups.
I understand that they are obliged to acknowledge receipt of and respond to complaints within the given timescales.
They appear to say one thing yet do another.
Just a thought ....
