Mission Statement: "An Ambitious and Successful Club of which the Community is proud".
At Doncaster Rovers Football Club we value and care about all our customers. We are committed to providing the best possible facilities and excellence in customer service, and are constantly striving to improve in all that we do for our customers. We will monitor our performance via customer survey and mystery shopping exercises, and will listen to the views of our customers in all matters relating to the services we provide.
During the 2012/13 season the Club will actively focus on three objectives designed to add value to our products, and to give our customers easier access to such products. Our three objectives are:
1) Loyalty system
During the course of the 2012/13 season Doncaster Rovers FC will pilot a loyalty card system which will reward our fans expenditure on season tickets, match tickets,shop merchandise, membership subscriptions, hospitality bookings, and activities booked through our Community Sports Foundation. During the course of the season we will use feedback from over 100 fans trialling the loyalty card to ensure that the product is suitable and beneficial to a wide range of fans.
2) Matchday experience
Doncaster Rovers FC will strive to make matchdays a thoroughly enjoyable family experience. During the course of the season different interactive activities will be available on matchdays in which the whole family may take part. These will include coaching sessions, stadium tours, meeting the Club Mascot, and other fun activities which can be enjoyed as a participant or spectator.
3) Ticket purchase
The Club will aim to give our supporters as much advance information as possible in order to facilitate visits to the Keepmoat Stadium on a matchday. We will provide information regarding travel, parking, ticketing, catering and entertainment to customers prior to their ticket purchase. Information will be regularly updated on the Club website, with clear and transparent pricing procedures. Whenever possible, written information will also be sent to customers in advance of matchdays.
We will report to the Football League how we perform against our Customer Charter, and incorporate any improvements we have put in place for the benefit of our customers.
Information regarding ticket availability and pricing structure will be regularly updated, and can be obtained by telephoning the Keepmoat Stadium Ticket Office on 01302 762576. This information will also be made available to customers on matchdays via the stadium public address system. In addition, the information can also be accessed on the Club official website or Keepmoat Stadium website.
The Club offers a wide range of Season Ticket prices enabling customers to select a ticket to suit their personal budget. Full details of this are mailed to all Season Ticket holders prior to the start of the season, and are available to view on the Club official website. The Ticket Office can also be contacted for details of such prices.
Season Tickets may be purchased using a Spread Payment Option, details of which can be obtained from the Club website, and also via enquiry at the Ticket Office.
The Club has designated a Family Area within one stand of the Keepmoat Stadium, and reserves the right to regulate the sale of adult tickets against junior tickets within this area. The Club fosters an atmosphere and code of behaviour within the Family Area designed to attract and retain families and younger supporters.
The Club will also offer customers a range of Flexi Multi-game Packages, as an alternative to Season Tickets and individual match tickets.
Season Ticket holders have their own seats guaranteed for all Home fixtures in the npower League One competition for 2012/13.
(unless otherwise stated in 'Terms & Conditions').
The Club will continue to operate a ticket-booking priority system which gives Season Ticket holders a priority purchase period for all Home matches (if additional tickets are required), Away matches and FA Cup and Capital One Cup matches. The Club reserves the right to restrict the number of tickets which can be purchased under this priority if it is deemed necessary. After such priority periods tickets will be available to all customers through general sale.
(Season Ticket Holders have access to an exclusive scheme , 'Cup Direct', by which they will automatically have tickets for Home Cup matches allocated to them and paid for in advance).
The Club reserves the right to operate a 'like for like' policy during priority purchase periods in respect of Away match ticket purchases on any occasion when it deems appropriate to do so ( for example; a Junior Season Ticket holder may only purchase an equivalent ticket for the Away fixture).
The Club may (in accordance with Football League Regulations) offer ticket promotions to customers from time to time.
A full refund may be given to a customer who has purchased a ticket for a Home match (League or Cup) if the ticket is returned to the Keepmoat Stadium Ticket Office prior to the match kick-off.
Refunds in respect of Away fixtures may only be granted if the ticket is returned to the Keepmoat Stadium Ticket Office before tickets are taken 'Off Sale' ( details of such deadlines will be available from the Keepmoat Stadium Ticket Office).
Refunds on Season Tickets may only be granted at the discretion of the Club in extenuating circumstances. Customers requesting such a refund must apply in writing to the Club, stating the reason for the request, and enclosing any supporting documentation.
Season Tickets are offered at concessionary prices to children aged 11 and under, 12-16 year olds, 17-20 year olds, senior citizens aged 60 and above (proof of age required for such concessions), and to Disabled Supporters.
Match tickets are offered at concessionary prices to children aged 11 and under, 12-16 year olds, 17-20 year olds, senior citizens aged 60 and above (proof of age required for such concessions), and to Disabled supporters.
Doncaster Rovers Football Club encourages supporters of all ages to attend its matches but strongly recommends that children of primary school age are accompanied to matches at all times by adults. In accordance with this recommendation, ticket office staff will exercise discretion in the sale of tickets to anyone under the age of 12 years
The Club welcomes and values all supporters of visiting clubs, and makes tickets available to them in accordance with Football League regulations. Admission prices for visiting supporters will be no higher than those charged for Home supporters in comparable areas. Concessionary prices are available to visiting supporters in line with those available to Home supporters.
Facilities for Disabled Supporters
The Keepmoat Stadium ticket Office is fitted with a hearing loop for those supporters with hearing difficulties, and a lowered ticket window for wheelchair users.
Adapted toilet facilities are available in every stand within the stadium.
All catering kiosks are fitted with a lower counter sales point for wheelchair users, and stewards will assist with trays if required.
There are 60 wide access car parking bays for disabled supporters. Home supporters have the option to purchase such bays on a season basis, with a number of bays being available on matchdays on a 'first come first served' basis.
A number of such bays will be held in reserve for visiting supporters who may book these in advance of a match.
There are 114 wheelchair spaces for Home supporters allocated throughout the stadium. These spaces are on raised areas in the estate.com Stand, and at pitch level in the other stands. Hospitality guests have exclusive use of a raised area for wheelchair users in the East Stand.
Visiting supporters have access to 18 wheelchair spaces at pitch level in the North Stand.
Ambulant disabled supporters of both Home and Away teams may choose to sit anywhere (subject to availability), although the Club would recommend seats in lower rows for ease of access.
Visually impaired supporters may access the 'Soccer Sight' match commentary service via headsets available from the Stewards upon request. This service is offered to both Home and Away supporters.
Concessionary prices for disabled supporters are offered to supporters in receipt of Disability Living Allowance (DLA)- higher level. The Club may consider and grant concessions to supporters not in receipt of DLA (the Club reserves the right to grant/refuse such requests at its discretion).
Doncaster Rovers Football Club recognizes the importance of some disabled supporters requiring an essential carer to accompany them on matchdays, and the Club will grant admission Free of Charge to such carers. A free essential carer ticket can ONLY be used in conjunction with the relevant Disabled Supporter.
Doncaster Rovers Football Club is determined to treat with equal consideration all supporters regardless of gender, race or ethnic origin, age, religious belief, sexual orientation, disability or any other unjustifiable reason. The Club, in association with its governing bodies (The Football Association and The Football League) and all football authorities, is determined to eradicate racism in football by ensuring that no barriers exist to anyone playing/enjoying the national game, whatever their ethnic background. The Club will not tolerate any such form of discriminatory behaviour (physical or verbal), and will work to ensure that any such behaviour is met with appropriate disciplinary action in whatever context it occurs.
Doncaster Rovers Football Club is an equal opportunities employer. All employees will receive equal treatment regardless of gender, age, religion, race, nationality or ethnic origin, colour, sexual orientation or marital status.
Doncaster Rovers Football Club expects all members of staff to conduct themselves in accordance with the highest ethical standards. It is expected that members of staff will carry out their duties with integrity and professionalism, at all times displaying a courteous and responsive manner in all dealings with members of the public.
The Club is committed to briefing all members of staff on key issues so that they have sufficient knowledge to assist with the majority of customers' enquiries.
All members of Doncaster Rovers Football Club staff engage with customers in the daily execution of their duties. In doing so, all members of staff will be as helpful as possible in attempting to resolve any issues which may be brought to their attention by our customers.
The Club has a Customer Services Department, available during Club opening hours, which will deal with any unresolved issues which may arise. The Customer Services Department will endeavour to reply to customer enquiries and complaints within a 7-10 days period of receipt.
In the event that a customer does not gain a satisfactory resolution to a complaint or an issue which has been brought to the club's attention, the club encourages the individual to seek advice'guidance from the Football League, The Football Supporters Federation, or ultimately from the Football Ombudsman.
The Club's official website www.doncasterroversfc.co.ukis updated daily to ensure that all news, points of information, policy issues and decisions, reach our customers as soon as possible.
On a matchday, the official match programme and public address system will give 'up to the minute' information on ticketing and events.
The local and national press and other media channels are fully briefed on a regular basis by the Club Press Office.
Full details on ticketing prices and season ticket benefits are sent to all existing season ticket holders relevant to the current season.
Doncaster Rovers Football Club is committed to a policy of continual improvement in the services it offers to its customers. Club officials regularly meet with supporters, via Supporters Club Meetings and Fans' Forums, in order to discuss Club issues and policies as appropriate. Through these channels of consultation the Club encourages supporters' viewpoints and constructive feedback on a wide range of topics. The Board of Directors and the Chief Executive Officer of Doncaster Rovers Football Club are available to discuss selected matters with representatives of the official Supporters' Club and the Viking Supporters Co-operative whenever appropriate.
The Club is regularly in contact with the Football League and the Football Association in order to consult and seek advice on various issues and matters which may arise from time to time.
The Club encourages customers to provide feedback to the Club via the 'Contact Rovers' section on the Club official website www.doncasterroversfc.co.uk
Official Club merchandise is available for purchase via the Club Shop at the Keepmoat Stadium. Customers may view and/or purchase merchandise via the Online Shop, which can be accessed via the Club website or at http://www.rovers-clubshop.co.uk Customers are advised to make themselves familiar with the Terms and Conditions which apply to purchase/returns/refunds via the Online Shop (these are available for display on the Online Shop Home Page).
The Club Shop is committed to retailing a wide range of goods at affordable prices, covering an extensive price bracket.
Information regarding official replica strip and opening times will be available via the Club Shop and online store.
Doncaster Rovers Football Club recognises its responsibility with reference to all customer information on our databases. All such information is stored confidentially in accordance with the Data Protection Act (1998), and no data is issued or sold without prior consent.
Doncaster Rovers Community Sports & Education Foundation
This is a non-profit, self-funding, registered charity and community organisation, which was originally established under the banner of 'Football in the Community' over 25 years ago.
The Foundation works in 4 key themed areas;
• Sports Participation
• Health and Well-being
• Social Inclusion
The Foundation's aim is to support the local community, regardless of age, gender, race, religion or skill level, and promote a healthier lifestyle through sport by encouraging individuals to take part in fun based activities which develop confidence, co-operation and education.
Full details of the work of the Foundation, and means of contact, can be found by visiting www.drfc-community.co.uk
Charities Support Policy
Doncaster rovers Football Club is fully committed to supporting two registered charities as a matter of priority.
NSPCC (National Society for the Prevention of Cruelty to Children) is the Club's Official Charity Partner on both a local and national level.
In addition, the Club will give its support each season to the Football League's Charity of the Year (changeable).
Doncaster Rovers FC is instrumental in helping the work of these two registered charities through assistance with fundraising, and by helping to raise awareness of the vital work which both these charities offer to our local community and on a national basis. Whilst the Club does try to assist in the efforts of other charities and community groups (particularly in the local community), priority is given to the two above organizations in respect of requests for help. In doing so, it is hoped that everyone will recognize the Club's desire and willingness to assist in the valuable work which these two charitable organizations provide throughout our local community.
Consideration will be given to requests for help from other registered charities only if they are received in writing. Such requests must be supported with accreditation from the registered charity, and should be submitted by letter to the Club's Customer Service Manager.
Whilst every request will be considered individually, the Club cannot guarantee being able to offer its support.