The customer charter explains customers (and members) what they can expect from the interaction they have with the organisation, as well as it sets out what the organisation expects from it customer when it comes to interaction between the two. A good customer charter will also provide a mean to which feedback can be provided and improvements suggests and it will asset out how dissatisfied customers can complained should they not feel the service was of the standard they expected.

A customer charter facilitates a communication with customers which will help the organisation maintain and improve its service on a continuously basis. It gives a standard to which employees and volunteers can measure itself and to which evaluation can be provided. 
 

Downloads:

GBWBA Customer Charter and complaints procedure.pdf

Great Britain Wheelchair Basketball Association Customer Charter and complains procedures.

British Water Ski and Wakeboard Customer Charter 2010.pdf

The Customer Charter from British Water Ski and Wakeboard Association.