SUPPORTERS CHARTER
INTRODUCTION
St Johnstone Football Club (The Club) recognises, and is proud of, the special relationship that exists between the Club and its supporters. It also fully acknowledges and respects the significant and invaluable contribution that supporters make to the life of the Club.
The Club aims to provide the best possible service to all of its supporters and endeavours to ensure that all supporters attending McDiarmid Park, or through their interactions with the Club, have a positive experience. In addition, the Club will ensure all policies and practices are open, accessible, and communicated in a timely and effective manner to supporters.
This Supporters’ Charter sets out the Club’s principal commitments to fans and how these are delivered.
CLUB VALUES AND PHILOSOPHY
The Club will, at all times, strive to provide value for money in all areas of its business, will seek to achieve the highest level of service, and will treat all customers with respect and courtesy.
The Club’s philosophy is based on values and integrity and aspires to combine success on the pitch, excitement in the stands, and service to the community. Our philosophy is reflected in the Club motto: “One Club, One City, One Community.”
The Club recognises and values the importance of supporters and will endeavour to listen to their views throughout the season and, where practical, involve our official fan groups in key decisions impacting the overall wellbeing of the Club.
CONSULTATION, COMMUNICATION, AND SUPPORTER ENGAGEMENT
The Club undertakes to consult and communicate with its supporters on a regular basis through whatever collective groups may be available (e.g. supporters’ clubs, shareholders, Fans Forum, etc.).
It will publicise its position on major policy issues, in an easily digested format on the Club website, in the Club match-day programme, through social media channels, and/or other available media.
The Club will continue to explore and develop further effective ways to consult with its supporters, shareholders, sponsors, the local authority, and other interested parties.
LINKS WITH THE LOCAL COMMUNITY
The Club recognises that it holds a special position within the local community and has a responsibility to initiate and promote community-based schemes and facilities, and to enhance the image and reputation of Perthshire and its communities.
The Club will fulfil this responsibility through its charitable affiliate, The St Johnstone Community Trust (Saints in the Community), and numerous other charitable and social endeavours.
ACCESSIBILITY AND EQUALITY
The Club strives to ensure that all supporters enjoy an environment in which their rights, dignity, and individual worth are respected and valued.
All supporters should be able to be involved and participate without the threat of discrimination, intimidation, victimisation, bullying, harassment, or abuse. All supporters should have a genuine and equal opportunity to participate to the full extent of their own ambitions and abilities, regardless of age, sex, gender identity, disability, marital or civil partnership status, pregnancy or maternity, religion, race, socioeconomic status, or sexual orientation.
The Club is committed to ensuring that access to its facilities is as easy and straightforward as possible for all supporters, regardless of their abilities.
Several adjustments have been made, and continue to be made, to ensure that any supporters with additional needs, including carers or companions where appropriate, enjoy a comfortable, enjoyable, and respectful visit to McDiarmid Park.
Details of disabled facilities can be obtained by phoning 01738 455000 between 9.30am and 5.00pm, Monday to Friday, or by emailing DAO@perthsaints.co.uk
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The Club continues to strive for wider access to matches by offering a range of ticket prices, with reductions for the young and the aged, those over 65. Where practicable, free entry for accompanied Under 13s is a cornerstone of the Club’s current admission policy.
MATCH-DAY
The Club is committed to delivering an excellent and enjoyable match-day experience for all supporters and visiting supporters by providing high-quality service through its turnstile staff, catering outlets, stewards, and all other staff employed on match days.
The Club strives to ensure everyone coming to matches feels safe and free from harm or abuse.
The Club appreciates and is proud of the colourful, enthusiastic, and vocal backing it receives from supporters and encourages such activity so long as it is not illegal, unruly, offensive, or abusive.
The Club accepts that the behaviour of its supporters, both home and away, directly impacts the reputation of the Club.
The Club fully endorses the SPFL initiative on Unacceptable Conduct and accepts that misbehaviour by supporters may result in sanctions being imposed on the Club.
Any supporter witnessing behaviour that may pose a risk to the Club’s reputation or financial resources should report the incident immediately to an on-duty steward, a member of Club staff, or via the online reporting QR code.
The Club will not tolerate unacceptable behaviour and reserves the right to impose sanctions, including permanent or temporary bans from McDiarmid Park.
CLUB STAFF
All Club staff, whether full-time, part-time, or employed on a casual basis on match days, have a duty to act as ambassadors for the Club and are expected to conduct themselves in a professional, courteous, and responsive manner.
Staff will endeavour to address supporter queries promptly and, where unable to do so, will refer the matter to a supervisor or relevant colleague.
The Club is committed to ensuring staff are sufficiently briefed and knowledgeable to answer supporter queries effectively.
MERCHANDISE
The Club will endeavour to ensure that both home and away kits have a minimum lifespan of one season and a maximum lifespan of two seasons. Training kit will be changed annually.
From time to time, the Club may issue a third kit, potentially in support of local charities, subject to sponsor agreements.
The sale of non-Club merchandise at McDiarmid Park is prohibited unless prior permission is granted by the Club.
CUSTOMER SATISFACTION AND COMPLAINTS
The Club will strive to provide value for money, achieve the highest level of service, and treat all customers with respect and courtesy.
The Club will respond promptly to all customer contact. Complaints should be made in writing to ensure a thorough investigation and proper record.
Oral complaints will be handled courteously, but written confirmation will be requested. Email communication is acceptable.
Complaints should be addressed to:
St Johnstone F.C.
McDiarmid Park
Crieff Road, Perth, PH1 2SJ
Telephone: 01738 459090
Email: enquiries@perthsaints.co.uk
Acknowledgement of complaints will normally be sent within three working days, with a full response issued as soon as possible and normally within 14 days.
If a complaint is not handled satisfactorily, further written recourse may be made to the Chief Executive Officer.
PERSONAL DATA
The Club takes seriously its data storage and management responsibilities and ensures supporter data is protected in line with relevant data protection legislation.
CONCLUSION
St Johnstone is rightly known as the football club with the biggest heart in Scotland. This is founded on mutual respect and care between the Club and its supporters.
The Club promises to support its supporters at all times and expects the same respect and conduct in return.
