Who we are

This Charter

How to contact us

Opening hours

How to become a member

Membership fees

Our services

Booking service

Hostel services

How you can help us

If you are not satisfied with our service

Learning from you!

At the Gozo Sports Complex, we aim to achieve the highest standards where sports activities, quality sporting opportunities and healthy living in Gozo are concerned. We also ensure that you enjoy equality of opportunity in sport, access to appropriate forms of sport and active recreation, and experience positive social experiences. Our commitment is to serve all members of the community by providing sports facilities. We are also continuously involved with local Sports Associations to improve the performance and abilities of local athletes.

This charter outlines the services and sports facilities we provide and the standards of service we aim to achieve and which you can expect from us. It also tells you what to do if you would like our service to change or improve. We regularly monitor and seek to improve the quality of our customer service according to the standards in the Quality Service Charter. Through this charter we are committing ourselves to providing you with a quality service.

You can contact us by

• coming personally or writing to the-

Gozo Sports Complex

Triq l-Ewropa

Victoria

Gozo

VCT 103

• phoning on- 21 560677/8
• sending us a fax on- 21 560679
• sending an e-mail on- gozosportscomplex@gov.mt
• accessing the www.gozo.gov.mt website

When you visit the Gozo Sports Complex, we will-

• be quick, courteous and helpful at all times
• welcome you in a clean and friendly environment.

When you phone us you can expect us to-

• answer promptly
• identify ourselves and our position.

When you write to us you can expect us to-

• acknowledge your e-mail within 1 working day
• acknowledge your other correspondence within 2 working days.

In providing information and when you are borrowing material from our Sports Library we will-

• give you the most accurate, up-to-date information available to us
• answer as fully and precisely as possible.
• provide you with leaflets such as the Sports Activities timetable and Standards of Conduct from our reception.

We also provide a pay phone service and vending machines.

We are open from Monday to Friday from 8.00a.m. to 10.00p.m. On Saturdays, we open from 8.00a.m. to 6.00p.m.

On Sundays and public holidays, we open from 8.00a.m. to 5.00p.m. However, we are closed on New Year's Day, Good Friday, Easter, 15th August - Feast of Santa Maria and Christmas Day.

You can become a member by visiting our reception, where we will ask you to fill an application form. It should not take us longer than 5 minutes to register you as a member, and you can expect to have your card within 4 working days.

For an individual, the annual membership fee costs €11.65 , whereas a family membership costs €18.63 . Students under 18 years of age are exempt from paying membership fees on presentation of their student cards.

Please remember that all memberships expire on the 31st December.

In the Main Hall, which has a seating capacity of 1750 and a parquet flooring measuring 21.8metres by 44 metres, the following sports disciplines can be practised and played-

• Basketball
• Volleyball
• Handball
• Netball
• Badminton
• 5-a-side futsal.
• Karate
• Kick-Boxing
• Spirit Combat
• Yoga
• Aerobics.

In the Gymnasium, which has a parquet flooring and is furnished with keep fit stations.

In the Squash Court, which also has a parquet flooring, and squash can be played. A table tennis area is adjacent to this court. Our outdoor facilities include two tennis courts, a volleyball court and a basketball court.

When you are practising these sports, you can expect us to:

• be courteous and helpful at all times
• ensure that the venue for your activity is suitable
• provide you with adequate toilet and changing room facilities
• carry out regular equipment safety checks.

Please understand that this is a multipurpose hall so there could be times when sports activities will be postponed. However, we will inform you beforehand and advise you on other days when you can practice and play your sport.

Everyone can participate and practice the above mentioned sport disciplines. You can do so by contacting us, either in person or by phone, and booking at least two working days in advance and giving us your details, membership card details and what kind of sport you wish to practice. We will immediately confirm availability. Bookings can be made Monday to Friday from 8 am to 1 pm except on public holidays.

If you are a member, you will not have to pay any fee. In the case that you are not a member, the following fees apply-

Main Hall (training sessions or competitions- €11.65  for 90 minutes or less

Badminton, Squash and Tennis- €4.66  for 60 minutes or less
Table Tennis- €2.33  for 60 minutes or less

When you are organising a social or cultural activity and you wish to use the Sports Complex as a venue, the fee is €232.94  per day or €11.65  per hour.

The Sports Complex offers hostel services to sports nurseries, local and foreign sports associations. We can accomodate up to 20 persons for €5.82  per person per night.

You can book for our hostel facilities by contacting us and providing us with a letter from the association making the request. You can then expect us to inform you of the availability of the service within 2 working days.

You can also expect-

• your rooms to be properly prepared and clean and tidy on your arrival

You can help us deliver a better quality service by:

• being courteous and co-operative with our staff
• providing us with accurate and up-to-date information
• providing us with all the relevant information or documents when these are needed
• wearing the proper sports wear while making use of facilities
• caring for the environment, furniture and equipment.

We do not advise you to leave any personal belongings lying about the premises of the Sports Complex. Although vigilance is kept against any damage, we do not accept any liability for the loss of or damage to your personal belongings.

We also suggest you ask for a copy of our Standards of Conduct leaflet at the reception.

At the Gozo Sports Complex, we take pride in the services and facilities we provide. However, from time to time, problems do occur. When this happens, we aim to provide a full explanation and a swift and effective remedy. If, after discussing your complaint with a member of staff, you still feel dissatisfied and still think that we have failed to maintain our service delivery standards for these services, you may write to the Gozo Sports Complex at the following address:

• Head

Gozo Sports Complex

          Triq l-Ewropa

          Victoria

          Gozo

          VCT 103

We will send you an acknowledgement within 1 working day of receipt and a full answer within ten working days of acknowledgement.

You can also lodge a complaint, make a suggestion or ask a question by accessing the Customer Care System at www.servizz.gov.mt

We continuously strive to provide a service that meets your needs and we welcome any comments and suggestions for service improvement. Kindly give us your comments and suggestions by filling in a Feedback Form and leaving it in the suggestion box that we have made available at our reception..

All information is correct at time of going to print. Information is continuously updated on the Charter Support Unit website and on the Ministry for Gozo website.

Published by the Charter Support Unit, OPM

www.servicecharters.gov.mt

Printed at the Government Press

Photography, DOI

May 2003