HomeStadiumsHighball Service Charter

​​​​Highball Service Charter

This charter was implemented on 14/01/2013

The purpose of this charter 

We aim to provide you, our customers with a very high level of customer service. This charter covers the management and operation of the following highball stadiums in Manningham.

  1. Manningham Donvale Indoor Sports Centre (DISC)
  2. Doncaster Leeds Street Sport Centre
  3. Warrandyte Sports Complex
  4. Doncaster Badminton Centre
  5. Park Orchards Community Centre
  6. Templestowe Heights Sports Hall
  7. Templestowe Leisure Centre
  8. Sheahan's Road Stadium

This charter sets out our promise to you, so that you can know what to expect when you do business with us and how to complain if we don't meet those standards.

We also have expectations of how you will treat other customers and our staff and these are also outlined in our charter.

These standards will be measured and reviewed bi-annually using both customer and staff feedback.

1. Underlying values

Our management style and customer interaction will reflect the YMCA's values of Respect, Responsibility, Honesty and Caring. 

2. Customer service

Service will be prompt, friendly and professional.

3. Communication

Our telephone will be staffed between the following hours:

Monday - Friday          9.00am - 5.00pm
Saturday                      9.00am - 5.00pm
Sunday                        9.00am - 5.00pm

Public and school holidays may vary due to changes in stadium usage.

You can contact us by:

  1. In writing to 360 Springvale Road, Donvale
  2. In person at Manningham DISC
  3. By telephone 8841 4555
  4. By Fax: 9841 7855
  5. By email: stadiums.manningham@ymca.org.au
  6. Via contact us on our website: www.manningham.ymca.org.au

Reception will be staffed at the following venues:

  1. Manningham Donvale Indoor Sports Stadium (DISC) Monday - Friday 9.00am - 5.00pm

We will acknowledge customer emails within 2 working days.
We will respond by telephone or in writing to customer enquiries within 2 working days.
Where customers have indicated that they would like a response, feedback forms will be responded to within 5 working days.
Written requests for credits and refunds will be processed within 3 weeks.
Our website is updated weekly.
Current information and prices for products and services are available on our website and in our brochures at reception.
The terms and conditions for our services will be written in clear language.

Safety

  • All rostered Manningham YMCA staff will hold a current first aid CPR certificate as well as qualifications appropriate to their area of employment.
  • All Manningham YMCA staff and volunteers must successfully complete a police check before starting employment.
  • Manningham YMCA will maintain accreditation with ACCYO as a child safe organisation. This includes all staff who work with children undergoing a Working With Children Check.
  • Regular emergency evacuation practices will be held.

Privacy

  • Customers privacy will be protected in accordance with the National Privacy Act Principles.
  • We do not give or sell your personal information to other organisations except where required by law.
  • For more information please see the Manningham YMCA Privacy Policy available from reception or on our website.

Access

  • 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. 

User groups and tenants

  • Manningham YMCA 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 YMCA highball pricing policy. 

Complaints and suggestions

Complaints, suggestions and compliments are welcome and can be made:

  1. In writing at 360 Springvale Road, Donvale
  2. In person at Manningham DISC
  3. By telephone 8841 4555
  4. By FAX 9841 7855
  5. By email: stadiums.manningham@ymca.org.au
  6. Via contact us on our website; www.manningham.ymca.org.au
  • This information helps us to improve our service to you
  • We aim to resolve most issues when they arise
  • Complaints received about a user group, tenant, or a group that has shared usage of a facility, will be referred to the appropriate group for resolution. 

Please see our Complaint Management policy for further information.

Facilities

  • The highball centres will be in a clean and hygienic condition at all times
  • Facilities will be well maintained
  • We aim to minimise down time of any part of the highball centres.
  • Necessary repairs and or maintenance will be organised quickly.
  • If part of a centre is not functional, information will be available at reception as to when repairs will occur. 

Help us to help you

We are committed to staff and customer well-being and safety. We therefore ask our customers to:

  • Treat staff and other customers with courtesy and respect. We do not tolerate abusive or bullying behaviour.
  • Let us know if there is a problem.
  • Work with us to solve problems.
  • Comply with staff directions, centre rules and policies.
  • Be honest and accurate in your dealings with us.
  • Read the terms and conditions of the services you are purchasing.
  • Let us know if you do not understand any information we give you.
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