YMCA Manningham StadiumsAbout UsCustomer Service Charter

​​​​​​​CUSTOMER SERVICE CHARTER

​Our mission at the YMCA is to foster a healthy, active and sustainable community. We aim to provide quality programs and services to create opportunities for people to live happier, healthier lives. In everything we do, we aim to be honest, caring, respectful and responsible. It’s the kind of community we like to live in​.

Our Customer Service Charter is part of our commitment, to you, our customer, to live these values every day. Our Charter sets out what you can expect from us, and what we can expect from you.​

YOU ARE AT THE HEART OF EVERYTHING WE DO

W​e aim to provide you with the best possible service. This means:
      • ​Acknowledge your communication within two working days.
      • ​​We will be prompt, friendly and professional manage.
      • We will be prompt, friendly and professional.
      • We will treat you with respect and care.
      • We will be on time opening our facilities and starting our programs.
      • We will have clearly written terms and conditions for our services.​

WE LOVE HEARING FROM YOU​

Be it a compliment, suggestion or complaint, we would love to hear from you. It’s important for us to know what we do well a​​nd how we can improve. If there’s an issue, we’d love to be able to resolve it in person, on the spot. If that’s not possible, we promise to follow up and respond.​​​

If you are more comfortable you can write via our website, email us on stadiums.manningham@ymca.org.au or post a letter or visit Mullum Mullum Stadium, 31 Springvale Rd, Donvale, 9am – 5pm Monday to Friday.

Whatever way you wish to contact us, we will:
      • ​Acknowledge your communication within two working days.
      • ​​Respond within five working days.​​

KEEPING YOU SAFE

Your safety is our top priority. This means:
      • All rostered staff will hold a current CPR certificate and appropriate qualifications.
      • All staff and volunteers 16 years and older will have a police check when starting to work with us.
      • All staff undergo and maintain a Working with Children check.
      • ​We will hold regular emergency evacuations practices.
      • We will maintain our Safeguarding Children accreditation from the Australian Childhood Foundation.

If you see anything you believe is not safe, please report this to our staff so we can take immediate action.

​​PROTECTING YOUR PRIVACY

We will protect your privacy with integrity and care, and in accordance with the National Privacy Act Principles. Please refer to our Privacy Policy available on our website.

PROVIDING GREAT, CLEAN FACILITIES

We are proud of the quality and caliber of our facilities.
      • We will organise repairs and maintenance quickly.
      • We will keep our facilities well maintained, clean and hygienic.​

PROVIDING ACCESSIBLE PROGRAMS AND SERVICES

We are committed to the quality, diversity and inclusivity of our programs and services.
      • ​We will provide a wide variety of programs and services which promote a healthier, happier lifestyle.
      • We will provide programs and services for people within Manningham of all ages, abilities and backgrounds.
      • Our programs and services will be safe and developmentally appropriate.
      • Our booking system will be fair.

OUR COMMITMENT TO OUR USER GROUPS AND TENANTS

We are committed to building strong relationships with our users and tenants.
      • We will ensure that there is reasonable access to Stadium space for casual users and will also make other facilities
      • available to people who are not registered as members of, or enrolled in, any organized activities.
      • We will meet all responsibilities and requirements as specified in each user agreement or hire agreement.
      • The process for seeking new user groups or tenants will be fair and transparent.
      • Fees charged will be in accordance with the Manningham highball pricing policy.​

CARING FOR OUR ENVIRONMENT

We are committed to caring for our environment and minimising our carbon footprint. This means:
      • We will seek to create and foster cost-effective environmentally friendly solutions in all of the facilities we
      • manage.
      • We will allocate resources to researching innovative environmental solutions.
      • We will engage our teams in environmental learning to help foster care of what is our greatest natural resources.
      • We will help support council environmental initiatives.

WORKING WITH YOU

We are committed to providing supportive, healthy and safe workplaces for our team as well as our customers. We need
your help to do this. We ask that you:
      • ​Treat our team and customers with courtesy and respect.
      • If there is a problem, let us know and work with us to solve it.
      • Comply with directions, rules and policies.
      • Read the terms and conditions of the services you are using. If there is anything you don’t understand, please let us know so we can ensure you do.​​​
Bottom Image