SUPPORTERS CHARTER

COMMUNICATION

Rangers Football Club -

·Consults supporters through regular ongoing communication and quarterly meetings with the Rangers Supporters Assembly, as well as customer focus groups and questionnaires. The President of the Assembly also takes part in the Club's board meetings on a quarterly basis.

·Publicises its position on major policy issues in a clear format in Club publications, on the website and via other available mediums.

·Regularly communicates changes in policy and business practices via the most effective forms of communication, both internal and external. For example, a dedicated weekly column in the Rangers News, matchday announcements, Jumbotron advertising, telephone messaging and the Club's e-mail newsletter.

·Continues to develop additional ways to consult key stakeholders including shareholders, sponsors, local authorities and other interested parties.

·Gives the earliest possible notice of any changes to its ticketing policy and the reasons for those changes.

·Has appointed a dedicated Supporters Liaison Manager Jim Hannah who communicates with supporters on a day to day basis. He can be contacted by email at jhannah@rangers.co.uk or by phone on 0141 580 8500.

·The Club undertakes to keep supporters informed of fixture changes by the most costs effective means, e.g. a fixture list at start of the season and ongoing updates via Rangers media, e-mails to supporters' club contacts and matchday advertising.

CUSTOMER SERVICE

Rangers Football Club -

·Seeks to achieve the highest level of service to all its supporters

·Treats all customers in a professional and courteous manner.

·Responds promptly to any contact from a customer via telephone, letter, e-mail or fax.

·Will endeavour to answer 90% of calls within 30 seconds.

·Prefers all complaints to be made in writing, by letter or e-mail, and will respond in kind.In the first instance we encourage customers to contact the Supporters Services Team on 0871 702 1972 which will acknowledge any letter of complaint within 2 working days of receipt and will endeavor to provide a full response within 10 working days. If a complaint has not been dealt with to a customer's satisfaction, then recourse is available by writing to Supporter Services.

PRODUCTS AND SERVICES

Rangers Football Club strives to provide the widest range of quality products and services to its customers:

Catering

·The Club subcontracts its catering service for both the fast food outlets and hospitality areas. This outsourcing has provided creative menus, quality and service to our provision of matchday catering. Rangers Football Club operates tight controls via the implementation of service level agreements and close monitoring of pricing and product policies.

·The Club offers a wide range of hospitality products to meet both individual and corporate budgets providing the highest level of quality and service throughout.

Merchandising

·Our appointed licensee JJB Sports carries details of the next intended change of kit, including the date of change, in JJB stores in advance of each kit launch.

·Our appointed licensee JJB Sports carries out its obligations under the SPL rulebook to prevent price fixing in relation to the sale of replica strips.

·Our appointed licensee JJB Sports offers refunds on merchandise purchased at official JJB Sports stores, and via JJB Sports mail order and e-commerce operations, in accordance with its legal obligations.

·Our appointed licensee JJB Sports will not knowingly buy goods from any supplier or manufacturer who does not comply fully with the labour, safety and other relevant laws of the countries of manufacture with respect to minimum wages, hours of work, overtime, sick pay and holiday entitlement. Our appointed licensee JJB Sports opposes the exploitation of child labour. No orders will be placed from suppliers employing child labour under the age allowed in the country concerned. Legitimate apprenticeships or educational work are acceptable as long as there is no risk to the health or safety of the children concerned.Suppliers must not use forced labour and must practice universal respect for human rights and freedom for all, without discrimination because of race, sex, language, and religion.

Rangers Loyalty and Membership

·The Rangers world-wide alliance supporters' network provides two-way communication and affiliation with the Club to fans world-wide. It comprises four alliances - UK, NARSA, ORSA and the Middle East.

·The Official Young Supporters Club provides fans under the age of 16 with an affiliation with the Club and associated benefits package.

·The Rangers Travel Club allows fairer allocation of European away tickets and improved levels of security to make traveling to and from European games safer and more enjoyable.

RANGERS ACCESSIBILITY

Rangers Football Club is committed to providing wide access to Rangers matches by offering:

·A broad range of season ticket and individual match ticket prices.

·52% reduction on season ticket prices for supporters under 16 years of age before 1st August each year (Under 18 in the Govan Rear Stand)

·30% reduction on season ticket prices for supporters who are over 16 but under 18 and supporters who are over 65 before 1st August each year.

·10% reduction on restricted view season tickets and £5 discount on individual match ticket prices (excluding Celtic games).

·10% reduction to supporters clubs purchasing season tickets in a designated area.

·A Direct Debit facility, which gives supporters the opportunity to spread the payment of their season ticket in four monthly installments.

·A continuous credit card facility which allows season ticket holders to apply for non season ticket home games in advance, bringing with it additional benefits:

oGuaranteed discount on non season ticket home games

oPriority on Cup semi finals and finals

oNo £1 charge when paying by credit card

·Season ticket holders and supporters clubs an allocation of tickets for away SPL matches.All away tickets are balloted between season ticket holders, supporters clubs and hospitality/box holders. The home club determines the cost of these tickets.

·No incremental increase in ticket prices for adult supporters from visiting clubs on comparable seats/ticket prices paid by our own supporters.

·A refund in the event that a match is postponed or abandoned, should the holder not wish to attend the rearranged fixture (tickets will be valid for the rearranged date). A refund will only be paid if the Club receives a refund application within 14 days of the announcement of the rearranged match.If the match is postponed or abandoned after half time no refund will be given.

·Individual match tickets through a wide range of sales channels including the Rangers Ticket Centre, the Ticket Hotline, www.rangers.co.uk and supporters club registration.

·Tickets to visiting clubs according to the rules and ground regulations of football's governing bodies.

·An area of the stadium dedicated to disabled/visually impaired supporters and their carers. The Ticket Centre can be contacted for details of our disabled facilities.

·A dedicated family section allocated exclusively to family groups with a 20% discount on season ticket prices.

RANGERS IN THE COMMUNITY

Rangers takes its commitment to the wider community seriously and invests in the community and in future generations via the Club's ground-breaking and award winning 'Playing For Everyone' programme which is comprised of -

·The Rangers Study Support Centre

·The Rangers Charity Foundation

·Rangers Football in the Community

·Follow With Pride

The Rangers Study Support Centre

The Rangers Study Support Centre is a joint venture with Glasgow City Council Education Services which offers free of charge programmes to all Glasgow schools. The Centre focuses on improving literacy, numeracy and ICT skills, as well as developing confidence, self-esteem and motivation in Glasgow's young people. It also does important work in tackling a range of issues relating to sectarianism, racism and fair play as well as arranging football tournaments, stadium tours, matchday visits and a series of extra-curricular activities.

Children visit the £250,000 facility for regular lessons over a ten-week period or as part of a special workshop.The Centre is equipped with the latest computers and modern teaching aids, as well as a library, activity zone and celebrity interview area to make learning fun.

The Rangers Charity Foundation

The Rangers Charity Foundation (Scottish Charity Number SC033287) harnesses the huge charitable potential of Rangers Football Club to assist and support a range of worthwhile causes, not just via donations but also by working closely with three nominated charities each season and providing grass-roots support to local community activities.

The Club also aims to assist other charities where possible, particularly organisations that address social inclusion issues, encourage tolerance and understanding of the beliefs of all sectors of the community, education and the needs of children.

The Foundation also works at a very personal level arranging for terminally ill, disabled and deprived children and adults to attend Rangers games and meet the players, as well as arranging hospital visits and special appearances.

In 2008 the Foundation broke through the £1 million barrier in terms of cash and in-kind donations made over the previous 5 years and has ambitious plans for the future.

Rangers Football In The Community

Rangers groundbreaking and ambitious Football in the Community scheme was launched in June 2003 to deliver innovative courses and programmes aimed at creating a healthier and more educated society.

With over £1.5 million worth of project funding, an investment of over £1 million in Club contributions from Rangers and attendances breaking the 750,000 mark by the end of 2007, the initiative has developed into the largest community football programme in Scotland, if not the UK.

The success of our initiatives was recognised in 2004 with two highly prestigious awards - the coveted UK Charity Award for Corporate Community Involvement and a National Business Award for Scotland for Corporate Social Responsibility.

Furthermore, our Community Football programme has recently been independently evaluated by IBP Strategy who stated: "By providing and encouraging diversionary activities, as well as promoting a strong anti-racist and anti-sectarian message it makes a strong contribution?. with particular regard to reducing anti-social behaviour and levels of discrimination."(Independent Audit by IBP on Old Firm Alliance Project.)

Follow With Pride

'Follow With Pride' is a joint initiative between Rangers Football Club and supporters promoting sporting behaviour at matches and in the community. The initiative, launched in 2007, built upon the Club's 'Pride Over Prejudice' campaign which had achieved huge success over the previous 5 years.

Follow With Pride works to promote the Rangers family, friendship and sportsmanship, both on and off the pitch and includes:

  • Regular forums with a wide range of supporters to discuss and develop Follow With Pride initiatives
  • Follow With Pride messages from players, management, staff and supporters
  • A range of stewarding initiatives
  • Follow With Pride messages and imagery in all Rangers media, on jumbotrons, website and marketing materials
  • An updated Wee Blue Book with song list and Follow With Pride messages
  • Revised matchday entertainment to incorporate the Follow With Pride campaign
  • Expanding Rangers 'Football in the Community' initiatives which have already involved 600,000 children and adults in education, employment, health, literacy, sport, anti-drugs and anti-sectarian programmes
  • Continued 'self-policing' drive by supporters groups to tackle inappropriate behaviour
  • Wide range of sanctions against supporters who engage in unacceptable conduct, including lifetime and indefinite bans


Fans who witness any form of unacceptable behaviour can advise a steward or police officer or write in confidence to Follow with Pride, Ibrox Stadium, Glasgow, G51 2XD or telephone the incident hotline on 0871 702 1972, pressing option 6.Fans can also text 'RFC' and the match and date, details of the unacceptable behaviour experienced, and location including stand, area, row and seat number where possible to 66099.