Mission Statement: "An ambitious and successful club of which the community is proud".

Doncaster Rovers Football Club is committed to providing excellent service. This Charter sets out the club's policies.

STAFF CONDUCT

DRFC staff will conduct themselves in a courteous and responsive manner in all dealings with members of the public. The Club is dedicated to treating all persons equally, and seeks to ensure that every individual is protected from discrimination based on the grounds of Age, Race or Ethnic Origin, Religious Belief, Sexual Orientation, Disability, Gender or any other justifiable reason.

CUSTOMER SERVICE

All members of staff engage with our customers in the daily execution of their duties. In doing so, all DRFC staff members will be as helpful as possible in attempting to resolve such issues which may be brought to their attention by members of the public.
The Club has a Customer Services Manager available during club opening hours to deal with any unresolved issues which may arise.
The Club endeavours to reply to customer enquiries and complaints within a time period of 7-10 days by e-mail, telephone or letter.

CONSULTATION and INFORMATION

The Club strives to keep supporters informed on a regular basis via the club website, press releases, match programmes and the club magazine. Questionnaires and surveys are implemented from time to time in order to gauge supporters' views on matters designed to improve the supporters' experience and enjoyment of the game.
The Club continues to develop means of consulting with all interested parties throughout the local community.

TICKETING (pricing and allocation)

The Club will give the earliest possible notice to supporters of ticket policy changes and the reasons for such changes.
The Club will inform supporters of the club policy in respect of refunds for postponed/abandoned matches.
The Club offers an appropriate band of pricing, including concessionary prices for junior supporters and senior citizens over 60 years of age.
The Club abides by all competition rules and regulations governing the allocation of tickets for visiting clubs.
The Club does not charge higher prices for visiting supporters, and concessionary prices apply equally to visiting supporters.

MERCHANDISE

The Club endeavours to ensure that all replica kit designs have a minimum lifespan of two seasons.
The Club carries out its obligation under competition rules and regulations to prevent price-fixing in relation to the sale of replica kit.
The Club offers refunds/exchanges on merchandise in accordance with its legal obligations.

COMMUNITY ACTIVITIES

Doncaster Rovers Community Sports and Education Foundation is committed to encouraging children to play and watch football. The Foundation seeks to bring the club and the local community closer together and supports members of the local community regardless of age, gender, race, religion or skill. It promotes a healthier lifestyle utilising activities which develop confidence, co-operation and education.
The Club is committed to supporting local community organizations and events whenever practically possible through team visits and coaching sessions in local schools and other venues deemed appropriate.
The Club encourages the support of new supporters through the issue of matchday Community Tickets, and through the use of special ticket promotion offers.

ANTI DISCRIMINATION POLICY

Doncaster Rovers Football Club is determined to treat with equal consideration all supporters regardless of Gender, Race or Ethnic Origin, Religious Belief, Age, Sexual Orientation, Disability, or any other unjustifiable reason.

The club, in association with its governing bodies (the FA and the Football League) and all footballing 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. To this end, Doncaster Rovers Football Club will not tolerate any form of racism amongst spectators. Anyone found to be culpable of displaying any form of racist behaviour will be removed from the stadium immediately.