YOUR CLUB CHARTER YOUR CHARTER

Doncaster Rovers Football Club continues to enjoy a unique relationship with its loyal and dedicated supporter base. It recognises and respects the invaluable contribution made by each and every supporter to the ongoing success of the club.

Whether a loyal supporter or a first- time fan, everyone is a valued member of the Rovers family. We strive to work with supporters and the wider community to create lifelong memories built on values that matter most to you, our fans.

As such, Doncaster Rovers Football Club endeavours to be open and accessible to its supporters, communicating information via the appropriate channels in a clear and effective manner.

The club’s greatest asset is its loyal and dedicated fan base and we hope that this charter further improves the communication channels between ourselves and you, our fans.

This is not just our club, this is your club and we are delighted to deliver this charter as your charter.

DONCASTER ROVERS SHAREHOLDERS

CONTENTS

05 YOUR CLUB; YOUR ROVERS FAMILY 23 YOUR CLUB; YOUR MATCHDAY 06 YOUR CLUB; YOUR COMMUNITY 23 Stadium Angels 06 Foundation 23 Supporter Liaison Officers 08 Safeguarding 24 Disabled Supporters 08 Charity Strategy 25 Visiting supporters 10 Rovers against Discrimination 25 Pay on the gate 11 YOUR CLUB; YOUR STADIUM 25 Creating an atmosphere 11 Ground Regulations 26 Family Area 16 Respect our Badge 26 Hospitality 17 Safe text 26 Concourse Catering 17 Smoking Policy 28 YOUR CLUB; YOUR VOICE 18 Stewarding 28 That’s Why I am Rovers 18 Appeals 30 YOUR CLUB; YOUR ON-LINE 19 Your Store CONTENT 20 Your Tickets 31 YOUR FEEDBACK DR 04 21 Data protection 32 YOUR CLUB; OUR PROMISE FC 22 Keepmoat Stadium Complex 33 YOUR CLUB; OUR BUSINESS PROMISE 34 YOUR CONTACTS YOUR CLUB YOUR ROVERS FAMILY As part of our continued ‘That’s Why I am > To further enhance the match-day Rovers’ campaign, Doncaster Rovers atmosphere by making the Keepmoat Football Club promises: Stadium a vibrant and enjoyable place > To continue communication to visit for all supporters. Everyone between the supporters and the will be welcomed into the Doncaster club. To facilitate this the club Rovers family, whether first time fan have two Supporter Liaison Officers or loyal supporter.

for the 2018/19 season. Dean > To continue our successful fan DR 05 Medcalf, Sheila Lynch and Craig engagement project, That’s Why I am FC Gleadhall will act as a key conduit f Rovers. By using the results of regular or improving dialogue amongst the surveys to influence the decisions we Rovers family. make for the benefit of the Rovers Family. YOUR CLUB YOUR COMMUNITY

Doncaster Rovers believe there is successfully exit substance misuse something special in what we do and how treatment. we do it. We believe our Community Sports and Education Foundation is at the Our work with NEET young people bucks heart of this description. Working in four national trends. National averages for key areas our aim is to impact as many progression from similar courses are people’s lives as possible; changing them around the 70% mark, but for the last for the better, regardless of age, gender, three years our average progression race, religion or skill level. Our ambition rates have been in the 90 percent plus is to promote a healthier lifestyle through range, with students going on to sport by encouraging individuals to take scholarships, university or employment. part in fun based activities, which develop This is down to the skill and innovation of confidence, co-operation and education. our teaching staff.

Our short term goals are to evolve the Between September 2015 and July 2016 DR 06 Foundation in line with the local and we engaged with 13,393 participants FC national agenda, working with the fans of through targeted intervention, participation today and the future to positively in physical activity, further education and/ intervene and carry out a valuable service or accredited training. This resulted in in the community of Doncaster. 112,396 participant visits over a 52 week period at an average of 2,161 visits per Long term we want to make Doncaster week. We supported six former NEETS the best place it can possibly can be, and four former job seekers gain full-time engaging with young people and employment in skilled work while introducing them into the Doncaster conducting 592 player visits in the local Rovers family and creating the fans of the community. In addition we achieved 96% future. pass rate in all 16-19 provision along with a 100% pass rate in Sports Leadership We hope this will be achieved through qualifications which contributed to a total our further education provision, school of 349 accredited qualifications on our visits, match day experiences and holiday Level 2 programme. We worked with 53 sessions - Everything we do we try to link service users to each achieve two to the club inspiring individuals and new nationally recognised qualifications as supporters. part of our ‘Multi-Skills’ programme which works with people recovering from Additionally, our intervention work is substance misuse issues and helped varied from reducing the number of reduce crime in 5 of the toughest wards NEET young people (not in education in Doncaster. We worked in 35 schools employment or training), raising and supported delivery of over 4,000 awareness on a variety of issues, working volunteering hours while delivering the to reduce childhood obesity, anti social ‘Respect' Campaign to over behaviour or even supporting the NHS in 1,200 young people. increasing the number of people who

DR 07 FC Our Community Foundation is considered Alternatively you can write to the Club’s second to none by Doncaster Rovers, and Safeguarding officer: we support them in their work and their > Gavin Baldwin motto: Challenge, Inspire and Motivate. Safeguarding Officer Doncaster Rovers Football Club SAFEGUARDING Keepmoat Stadium At Doncaster Rovers safeguarding is Stadium Way everyone’s responsibility and club Doncaster DN4 5JW personnel have a duty to safeguard the welfare of children and vulnerable adults. If you are worried about the immediate Doncaster Rovers Football Club does safety or welfare of a child or vulnerable have in place comprehensive adult you can also contact: safeguarding policies and procedures > The Police (in an emergency): 999 DR 08 which meet the requirements of The > The NSPCC Child Line: 0800 1111 FC Football League, The FA Safeguarding > Children’s Assessment Team: Children Rules and Government 023 80 833336 legislation to ensure the National Standards for safeguarding are met and DONCASTER ROVERS FOOTBALL CLUB implemented throughout the Club. Full CHARITY STRATEGY details of our Safeguarding Policy, Doncaster Rovers Football Club is an including our strategy and implementation integral part of the local community, and can be found on the Club website, the club has a desire to lend its support to assist local charities in fundraising If you have a concern you should contact activities within the community, and also the club’s Safeguarding Advisor. to offer help in raising the profile of > Club Doncaster Foundation official charitable organisations. Safeguarding Advisor: Marie Hepburn The club receives numerous requests [email protected] from individuals and organisations on a daily basis seeking donations of merchandise and tickets, in addition to requests for bucket collections on a match day. All such requests cannot be met due to a limitation in club resources. Therefore, the club has structured a Charity Strategy designed to advise and always strive to respond to requests inform of the protocol in place for from such sponsors to help in responding to all such requests. supporting fundraising activitieson behalf of these charities. CHARITY STRATEGY The club has 3 Official Charity Partners Doncaster Rovers Football given priority for fundraising support and Club actively works in partnership with profile awareness. For the foreseeable Community Partners whose work is future these are: essential in serving the needs of local residents. Examples include, Doncaster > Bluebell Wood Children’s Hospice Metropolitan Borough Council, the Local > Prostate Cancer (designated by The Health Authority, South Yorkshire Football League) Police, Fire and Ambulance > Club Doncaster Foundation Services. Wherever possible, the club will strive to offer its In addition, the club will invite support to these partners for the nominations from its supporters for two benefit of all concerned. other local community-based charities to support. Although the club will make DR every effort to give consideration to 09 For the duration of the calendar year 2016 requests from other charities which FC the two selected charities are: lie outside of the above guidelines, > British Heart Foundation it will not always be possible to > Doncaster Teenage Cancer Trust offer support in providing donations to such. Throughout the course of the season, the club will work with these charities at Consideration will only be given management level in order to assist with to requests which are received fundraising activities designed to raise by letter, and addressed to the the profile of the charity. The Official Customer Services Manager Charity Partners will be given the utmost at the football club. Whilst priority for the club’s help in fundraising all requests will be replied to, activities. all applicants are advised to be aware of the club’s Charity Doncaster Rovers Football Club Strategy as detailed above. recognises the fact that several of the club’s Official Club Sponsors lend support to their own designated charity within the local community. The club will

ROVERS AGAINST DISCRIMINATION 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 DR 10 playing/enjoying the national game, FC 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 football club for both our employers and our supporters. All employees and supporters will receive equal treatment regardless of gender, race or ethnic origin, age, religious belief, sexual orientation, disability or any other unjustifiable reason. YOUR CLUB YOUR STADIUM GROUND REGULATIONS Notice: Entry to the Ground is expressly 1 Notwithstanding possession of any subject to acceptance by the visitor of ticket the Club, any police officer or these Ground Regulations and the rules authorised steward may refuse entry and regulations of FIFA, UEFA, The to (or eject from) the Ground any Football Association, The Premier person: League and The Football League in 1.1 that fails (or in the Club's respect of the relevant competition. The reasonable opinion is likely to DR 11 Ground Regulations incorporate the fail) to comply with these Ground FC Club's Customer Charter (if any). Entry Regulations or any reasonable to the Ground shall constitute instruction issued by a police acceptance of the Ground Regulations. officer or authorised steward; and/or "Ground" means this football stadium 1.2 whose presence within the and all locations owned, occupied or Ground is, or could (in the utilised by the Club. Club's reasonable opinion), "Club" means this football club. constitute a source of danger, "Match" means any association football nuisance or annoyance to any match taking place at the Ground. other person. "Material" means any audio, visual or 2 On no account will admission be audio-visual material or any information granted to a person who is the or data. subject of a current Banning Order under the Football Spectators Act 1989 (as amended) or has been convicted of ticket touting offences under the Criminal Justice and Public Order 1994 (as amended).

3 The Club excludes to the maximum 7 The following articles must not be extent permitted by law any liability brought within the Ground - knives, for loss, injury or damage to persons/ fireworks, smoke canisters, air-horns, property in or around the Ground. flares, weapons, dangerous or 4 No guarantees can be given by the hazardous items, laser devices, Club that a Match will take place at a bottles, glass vessels, cans, poles particular time or on a particular and any article that might be used as date and the Club reserves the right a weapon and/or compromise public to reschedule the Match without safety. Any person in possession of notice and without any liability such items will be refused entry to whatsoever. the Ground. 5 In the event of the postponement or 8 Further, you may not bring into the abandonment of the Match, refunds Ground any sponsorship, promotional (if any) will be made in accordance or marketing materials save in with the Club's Customer Charter. respect of official club merchandise DR 12 The Club will have no further liability and/or other football related clothing FC whatsoever, including (but not worn in good faith nor may you offer limited to) any indirect or (either free or for sale by any person) consequential loss or damage, such any goods (including literature) of any as (but not limited to) loss of nature without the express written enjoyment or travel costs. approval of the Management. 6 All persons seeking entrance to the 9 The use of threatening behaviour, Ground acknowledge the Club's right foul or abusive language is strictly to search any person entering the forbidden and will result in arrest Ground and to refuse entry to or eject and/or ejection from the Ground. The from the Ground any person refusing Club may impose a ban for one or to submit to such a search. more Matches. 10 Racial, homophobic or discriminatory 14 The obstruction of gangways, access abuse, chanting or harassment is ways, exits and entrances, stairways strictly forbidden and will result in and like places is strictly forbidden. arrest and/or ejection from the Nobody entering the Ground shall be Ground. The Club may impose a ban permitted to climb any structures for one or more Matches. within the Ground. 11 The following acts are offences under 15 Football League stadia are smoke- the Football (Offences) Act 1991 free and smoking is not permitted (as amended): inside the Ground. 11.1 The throwing of any object 16 Mobile telephones are permitted within the Ground without lawful within the Ground, provided that they authority or excuse. are used for personal and private use 11.2 The chanting of anything of an only PROVIDED THAT no audio, visual indecent or racialist nature. or audio-visual material captured by 11.3 The entry onto the playing area a mobile telephone may be published DR 13 or any adjacent area to which or otherwise made available to any FC spectators are not generally third parties including, without admitted without lawful authority limitation, via social networking sites. or excuse. 17 Under the Sporting Events (Control of Conviction may result in a Banning Alcohol etc) Act 1985 (as amended), Order being made. the following are offences for which a 12 All persons entering the Ground may person can be arrested by a police only occupy the seat allocated to them officer and conviction could result in by their ticket and must not move a Banning Order being made: from any one part of the Ground to 17.1 Attempting to enter the Ground another without the express or being inside the Ground permission or instruction of any whilst drunk; steward, officer of the Club and/or 17.2 Being in possession of any any police officer. intoxicating liquor, or bottle, can 13 Nobody may stand in any seating area or other portable container and whilst play is in progress. Persistent which could cause damage or standing in seated areas whilst play is personal injury, when entering in progress is strictly forbidden and the Ground or in a public area of may result in ejection from the the Ground from which the event Ground. can be directly viewed.

18 Any individual who has entered any You further agree (if and whenever part of the Ground designated for the required to do so by the Club and/or use of any group of supporters to The Football League) to promptly which he does not belong may be execute all instruments and do all ejected from the Ground either for things necessary to vest the right, the purposes of his own safety or for title and interest in such rights to the any other reason. Club and The Football League 19 Save as set out in paragraph 16, no absolutely and with full title person (other than a person who guarantee holds an appropriate licence) may 20 No goods (including literature) of any bring into the Ground or use within nature may be offered either free or the Ground any equipment, which is for sale by any person within the capable of recording or transmitting Ground without the express written (by digital or other means) any audio, permission of the Club. visual or audio-visual material or any 21 Tickets are not transferable and may DR 14 information or data in relation to the not be offered for sale without the FC Match or the Ground. Copyright, prior written permission of the Club. database rights and any other Any tickets that are transferred are intellectual property rights in any transferred subject to these Ground unauthorised recording or Regulations. Any tickets offered for transmission is assigned (by way of sale may be confiscated by any present assignment of future rights steward, officer of the Club or any to the Club and The Football League. police officer. The Club reserves the

right to refuse admission to or eject may be taken of them and may also from the Ground, any person who has be used by the Club for marketing or transferred his/her ticket in promotional purposes. Entry into the contravention of the relevant ticket Ground is confirmation that all terms and conditions (and/or the persons have consented to such use holder of any ticket that has been of their image. If these images should transferred in contravention of the feature an individual prominently the relevant ticket terms and conditions.) Club will make reasonable efforts to Tickets remain the property of the gain the consent of that person before Club at all times. publishing such images, however, if 22 CCTV cameras are in use around and this is not possible, then entry into the in the Ground and the Club may itself Ground shall be deemed consent use or pass to the police or any unless the Club is notified in writing Football Authority, any recordings for to the contrary. use in any proceedings. 25 Further to paragraph 24, if such DR 15 23 At all times whilst present in the person is under 18 years of age, the FC Ground, persons must comply with parent, guardian, or responsible adult any and all instructions of any who is accompanying them into the steward or officer of the Club and/or Ground shall be deemed to have any police officer. Failure to comply provided consent on their behalf. with any instruction may lead to 26 Refused entry to (or ejection from) the immediate ejection from the Ground. Ground may lead to further action by 24 By entering the Ground, all persons the Club including, but not limited to, are acknowledging that photographic the withdrawal of any season ticket images and/or video recordings (and/ (without reimbursement), Club or stills taken from video recordings) Membership and other benefits. RESPECT OUR BADGE

Doncaster Rovers is committed to equal opportunities to maintaining a working environment free from discrimination, victimisation, harassment and bullying.

Unlawful discrimination, victimisation, harassment and bullying will not be tolerated by Doncaster Rovers

Doncaster Rovers Football Club prides itself on having the best supporters in the country and we greatly appreciate your support.

DR We expect all supporters and staff to 16 FC behave in a manner appropriate to their surroundings.

Please comply or it could result in you being asked to leave the Stadium.

Thank you for your support. SAFE TEXT SMOKING POLICY Football is a family game, and it is vitally The seated bowl, concourses, staircases, important that we attract, encourage and toilets and hospitality areas are all smoke retain youngsters and their parents by free, however Doncaster Rovers Football providing a safe environment in which Club have introduced designated they can enjoy the match without feeling smoking bubbles in the following areas: intimidated by the aggressive behaviour > North: Exit RR of others. > Donasonic (East - Sterile): Exit AA If your enjoyment of the match is being > Donasonic (East - Home): spoiled as a result of excessive abusive Exit BB DR language, the club encourages you to > Polypipe (South): Exit F 17 FC bring this matter to the attention of the > West: Exit K club officials via the ‘Safe Text’ service. > Hospitality/Corporate: Hospitality and Corporate guests can exit via the You can report anti-social behaviour to hospitality entrance/exit with a the stadium control room by Text on your smoking shelter provided opposite. Mobile. Discreetly, you can text a message, indicating what the problem is and where you are seated, to the following number - 07436101799 (normal text message rates applies). STEWARDING APPEALS Doncaster Rovers’ stewards, who all If a supporter is subject to a stadium ban, currently hold or are working towards but has not been issued a ban from their National Vocational Qualification football by the courts, or has already (NVQ) Level 2, will deal with all served a ban from the courts, he/she supporters in a friendly and professional may appeal against a Stadium ban from manner at all times. Doncaster Rovers. All appeals should be forwarded to the Stadium Manager/ Providing a first class customer service Safety Officer at marie.hepburn@ is our aim while ensuring that all clubdoncaster.co.uk who will review supporters comply with the Football your ban in consultation with the Safety League Ground Regulations. Officer, South Yorkshire Police,

DR Doncaster Rovers Supporter Liaison 18 FC Our stewards and match day staff will Officers and other senior staff at always do their best to ensure that Doncaster Rovers. The outcome of the everyone at the Keepmoat Stadium has appeal process will be final. an enjoyable time in a safe environment. Below are the uniforms of stewards and match day staff you may meet on your visit:

SAFETY CHIEF STEWARD SUPERVISOR FIRE OFFICER STEWARD MARSHALL YOUR STORE Doncaster Rovers aim is to provide a range of quality products that will appeal to all fans. The club are committed to work with the supporters to design the replica strips each year through the fan engagement project ‘That’s Why I Am Rovers’. All replica strips will have a minimum lifespan of one year. This lifespan will be announced via our club media before the strip goes on sale.

We will continue to work with our partners FBT to ensure all official merchandise products will exceed the DR minimum legal manufacturing standards. 19 FC

Doncaster Rovers and FBT offer a 28-day money back exchange guarantee on purchases of merchandise on production of a valid receipt and all packaging providing the product is in a new and unused state. Personalised products are excluded unless the item is faulty or delivered broken. A refund cannot be given if a player leaves the club or their squad number changes for any personalisation products you may have bought.

To contact us with any suggestions or feedback on our Retail Department, email clubdoncastershop@fbtsports. co.uk, using ‘Retail Feedback’ as the subject. YOUR TICKETS The club offers a wide range of packages (season tickets, multi-game tickets and single game tickets) enabling you to select a ticket to suit your personal budget. Full details are available to view on the official club website www.doncasterroversfc.co.uk and tickets.clubdoncaster.co.uk website. The Box Office can also be contacted for details of such prices. Doncaster Rovers also offers fans the chance to purchase season tickets using a spread payment option.

Bronze Membership For the 2018/19 season, Doncaster Rovers are offering an exclusive membership scheme to supporters. As a Brznze Member you will receive: DR > Discounted tickets, one per home 20 FC league game at the rate applicable to the age of the member > Priority ticketing for all home and away league, cup and friendly matches, after season ticket holders and alliance members > Exclusive offers provided regularly throughout the season,

To purchase your membership please contact the ticket office on 01302 762576. Alliance members will automatically be able to claim the online discount on match tickets. Allocation Doncaster Rovers encourages supporters Season Ticket holders in the East and of all ages to attend its matches but West Stands have their own seats strongly recommends that children of guaranteed for all Home League primary school age are accompanied to fixtures in the Sky Bet EFL League matches at all times by adults. In Two competition for 2016/17 (unless accordance with this recommendation, otherwise stated in 'Terms & Conditions'). box office staff will exercise discretion in Season Ticket holders in the Polypipe the sale of tickets to anyone under the (South) Stand will be guarenteed a seat age of 12 years. in the stand, however, this area is unreserved in order to assist the fanbase Refunds in creating an electric atmosphere within A full refund may be given to a fan who the stadium. has purchased a ticket for a Home match (League or Cup) if the ticket is returned The Club will continue to operate a to the Club Doncaster Box Office ticket-booking priority system which prior to the match kick-off. Refunds in gives Season Ticket holders a priority respect of Away fixtures may purchase period for all Home matches if only be granted if the ticket is returned to additional tickets are required), away the Club Doncaster Box Office matches, FA Cup and EFL Cup before tickets are taken 'Off Sale' (details matches. The Club reserves the right to of such deadlines will be available from restrict the number of tickets, which can the Club Doncaster Box Office). be purchased under this priority if it is deemed necessary. After such priority In the event of the cancellation of an periods tickets will be available to all event by the organiser/promoter (i.e. a customers through general sale (Season cancellation due to circumstances Ticket Holders have access to an beyond the promoters control), We will exclusive scheme, 'Cup Direct', by which only refund the face value of the ticket. they will automatically have tickets for We will use best endeavours to contact Home Cup matches allocated to them purchasers either by phone, email or in DR and paid for in advance). writing This includes Acts of God, power 21 FC failure and flooding (using the details The Club reserves the right to operate a provided at the time of ordering) and 'like for like' policy during priority advise them to return the tickets. Please purchase periods in respect of away note, however, it is the customer's match ticket purchases on any occasion responsibility to check whether the event when it deems appropriate to do so (for is going ahead at the scheduled date, example; a Junior Season Ticket holder time and venue, and we cannot guarantee may only purchase an equivalent ticket that they will inform the customer of any for the Away fixture). changes to the event date, time or venue. Should the match be abandoned in the The Club may also (in accordance with first 45 minutes you will be issued with EFL Regulations) offer ticket a new ticket for the re-arranged fixture. promotions to customers from time to time. Refunds on Season Memberships may only be granted at the discretion of the Concessions Club in extenuating circumstances. Season Memberships are offered at Customers requesting such a refund concessionary prices to children aged 11 must apply in writing to the Club, stating and under, 12-16 year olds, 17-21 year the reason for the request, and enclosing olds, senior citizens aged 60 and above any supporting documentation. (proof of age required for such concessions). GENERAL DATA PROTECTION REGULATIONS (GDPR) Match tickets are offered at Doncaster Rovers hold data securely in concessionary prices to children aged 11 relation to a wide number of transactions and under, 12-16 year olds, 17-21 year and interactions that we have with people olds, senior citizens aged 60 and above associated with Club Doncaster. Full (proof of age required for such details of how Club Doncaster conforms concessions). the the new GDPR laws can be found at www.doncasterroversfc.co.uk/club/gdpr/ CLUB DONCASTER SPORTS VILLAGE COMPLEX

11 Car Park 4 (Away fans only) 10 West Stand

2 Pitch 4 (Full size and 7-a-side) (3G) 11 Belle Vue Bar

3 Pitch 3 (Full size) (Grass) 12 Club Shop

4 Car Park 3 13 Ticket Office

5 Athletics Stadium 14 South Stand

6 Pitches 1-8 (5-a-side) (3G) 15 East Stand

7 Club Doncaster Academy 16 Family Stand (Away ticket collections) 17 Cash Turnstiles (Gates 12-16) 8 Car Park 2 18 Disabled Parking 19 North Stand (Away fans only) (around stadium perimeter)

19 Car Park 1 DR 22 FC

1 2

6

9 3 15 7

5 16

10 18 17 14 4 8 11 13 19 12 YOUR CLUB YOUR MATCHDAY

At Doncaster Rovers we aim to provide SUPPORTER LIAISON OFFICERS the best match day experience possible Doncaster Rovers have appointed three for all supporters, through our ‘In Rovers genuine fans to be Supporter Liaison We Trust’ programme we have made Officers for this season and as such both many changes to how we do things and will be available on match-days to we will continue to improve our service communicate with fellow supporters and based on feedback from supporters. assist in resolving any issues by DR 23 contacting key personnel at the club FC For the 2018/19 season, Doncaster quickly and effectively. Your Supporter Rovers have enhanced their match-day Liaison Officers will also be on hand to staff by creating roles designed assist with issues such as ticketing to assist supporters on match days and enquiries, directions, travel information help to resolve issues quickly when they and general supporter related enquiries arise. from all supporters.

You will be able to find one of your SLOs on a match-day in the Belle Vue Bar, around the footprint of the stadium or by asking your nearest steward to contact the SLOs on your behalf. FACILITIES FOR A number of such bays will be held in DISABLED SUPPORTERS reserve for visiting supporters who may The Keepmoat Stadium Ticket Office is book these in advance of a match. fitted with a hearing loop for those supporters with hearing difficulties, and There are 103 wheelchair spaces for a lowered ticket window for wheelchair Home supporters allocated throughout users. the stadium. These spaces are on raised areas in the West Stand, and at pitch level Adapted toilet facilities are available in in the other stands. Hospitality guests every stand within the stadium. have exclusive use of a raised area for wheelchair users in the Donasonic/ All catering kiosks are fitted with a lower SMT Xtra (East) Stand. counter sales point for wheelchair users, and stewards will assist with trays if Visiting supporters have access to 18 required. wheelchair spaces at pitch level in the DR 24 North Stand. FC There are 60 wide access car parking bays for disabled supporters. Home Ambulant disabled supporters of both supporters have the option to purchase Home and Away teams may choose to sit such bays on a season basis, with a anywhere (subject to availability), number of bays being available on although the Club would recommend match-days on a 'first come first served' seats in lower rows for ease of access. basis. Visually impaired supporters may access as home disabled supporters. Similarly, the 'Soccer Sight' match commentary we will offer tickets for visiting visually service via headsets available from the impaired supporters at the same Stewards upon request. This service is admission price and with the same available to both home and away facilities as home supporters. supporters. PAY ON THE GATE Tickets for disabled fans are offered to Wwe are committed to designating an supporters in receipt of Disability Living area of the stadium for the use of fans Allowance (DLA) - higher level. The Club who wish to buy their tickets at the may consider and grant concessions to turnstile. you should enter via turnstiles supporters not in receipt of DLA (the 12-16 in the South Stand if you wish to Club reserves the right to grant/refuse utilise this facility. such requests at its discretion). The club have worked with current DR Doncaster Rovers Football Club season members to create this space 25 FC recognises the importance of some on match days. The club asks all disabled supporters requiring an supporters utilising ‘pay on the gate’ to essential carer to accompany them on ensure that all supporters’ match day match-days, and the club will grant experience runs as smoothly as admission free of charge to such carers. possible by sitting only in the allocated A free essential carer ticket can ONLY be section. used in conjunction with the relevant Disabled Supporter. CREATING AN ATMOSPHERE Doncaster Rovers are committed in VISITING SUPPORTERS assisting supporters generate a The Club welcomes and values all fantastic match-day atmosphere, supporters of visiting clubs, and makes generating a lot of noise and tickets available to them in accordance backing the boys. Therefore we with Football League regulations. recommend that any supporter Admission prices for visiting supporters wishing to sit in the Polypipe will be no higher than those charged for (South) Stand should be home supporters in comparable areas. aware that this is the main Concessionary prices are available to area where supporters visiting supporters in line with those generate noise and create available to home supporters. The club a vibrant match-day offers tickets for visiting disabled atmosphere. supporters at the same admission prices

FAMILY AREA CONCOURSE CATERING In line with our continued commitment to Doncaster Rovers FC is working in attract younger supporters and to provide partnership with Centerplate Venues an enjoyable matchday experience the (UK) – to provide all match day and Club has designated a Family Area non-match day catering, and to provide within one stand of the Keepmoat sales and marketing services to promote Stadium. In line with this commitment the the Keepmoat Stadium as a premier Club fosters an atmosphere and code of events venue. behaviour within the Family Area designed to attract and retain these The club continues to develop the food families and younger supporters. offering, and the facilities and events However, the club reserves the right to business at the stadium. regulate the sale of adult tickets against DR 26 junior tickets within this area. Centerplate Venues (UK) have recently FC undertaken a refurbishment of the public HOSPITALITY concourse catering facilities at the Doncaster Rovers offer an extensive ground, which has seen the installation range of match day and season packages of a bespoke mix of retail kiosks. for hospitality guests involving a pre- match meal in the Jibba Jabba The club and Centerplate will continue to Restaurant on the second floor of the work closely with you, our tenants and the Donasonic/SMT Xtra (East) Stand and a businesses that use the stadium to tailor fantastic view from a luxury seat in our the match day offering specifically to suit premier lounge located in the central Doncaster Rovers’ fans and will continue section of the Donasonic/SMT Xtra (East) to survey you to understand your Stand. For more information see our preferences and requirements so that Corporate Brochure. these can be reflected in the types and mix of food kiosks we install.

Centerplate Venues (UK) promise to continue delivering excellent customer service and great fresh food. DR 27 FC THAT’S WHY I AM ROVERS Doncaster Rovers are extremely proud of The club has undergone many changes our level of engagement with our fans over the past few years on and off the and will continue to take steps to ensure pitch such as the stadium coming under that all supporters are informed, the control of Doncaster Rovers, the wherever possible, of any decision that Rovers’ Promise and the successful will directly affect them through a variety transformation of the Lakeside Bar to

DR of communication channels including the become the Belle Vue Bar. 28 FC club’s official website, official social networking sites, the Supporter Liaison We are committed to continually Officers, the ‘That’s Why I am Rovers’ improving the communication with you engagement plan, the match-day our fans. Club officials will continue to programme, the public address system regularly meet with supporters, via on match-days, and local newspaper and Supporters Club Meetings and Fans' radio. Forums and the Supporter Liaison Officers, in order to discuss Club issues This season the That’s Why I am Rovers and policies as appropriate. Through campaign will continue. We believe that these channels of consultation the Club by trying to always be more successful encourages supporters' viewpoints and fits the Doncaster Rovers ethos expected constructive feedback on a wide range of by you, our fans. 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. Supporter Liaison Officers (SLOs) have been employed by the club to provide information and guidance to supporters and the club’s management, providing a conduit of two-way communication DR between the supporters and the club 29 management. The Supporter Liaison FC Officers can be contacted at supporterliaison@ doncasterroversfc.co.uk.

The SLOs will be in attendance at all home and away games to enable you to feedback any issues you may have regarding Doncaster Rovers and your match-day experience. YOUR CLUB YOUR ON-LINE CONTENT

The club continues to value You can also communicate with key communication with you and understand personnel within the club through your that through the current digital culture Supporter Liaison Officers (SLOs), there is a growing interest in the club. either via Twitter using the hashtag #ASKYOURSLOs or via email at Social media enables us to have direct supporterliaison@ communication with you and is a fantastic doncasterroversfc.co.uk

DR tool to grow our support locally, nationally 30 FC and internationally. > Official Website: www.doncasterroversfc.co.uk The club will continue to enhance the > Facebook: www.facebook.com/ content of the official club website and doncasterroversfc will also be active on social networks > Twitter: such as Facebook, Twitter and YouTube. @drfc_official

We constantly review content on all platforms and will continue to hold working group to discuss content throughout the year. YOUR FEEDBACK

Providing an excellent customer service In the event that you are dissatisfied with is important to all staff at Doncaster the response from the club, you can ask Rovers and in the vast majority of cases the Independent Football Ombudsman this is exactly what you will receive. to adjudicate: www.theifo.co.uk/ However, just occasionally, if something index.html goes wrong and a supporter has an issue that needs to be resolved please The Football Supporters’ Federation are DR 31 feedback your issue to the Supporter also able to offer advice and support fans FC Services Department (supporterservices@ through the process (www.fsf.org.uk). doncasterroversfc.co.uk). The Customer Services Department will acknowledge They are also able to advise fans who receipt of your enquiry/complaint within may wish to make a complaint about 48 hours of receipt, and we will endeavour match day policing. to bring a satisfactory resolution within a 7-10 day period. Meet the Owners The Club will continue to host its bi- Alternatively you can contact your annual Meet the Owners event, where Supporter Liaison Officers either by supporters to discuss issues related to email; supporterliaison@ the club with the ownership group and doncasterroversfc.co.uk, or in writing to senior managers at the club. Dean Medcalf or Sheila Lynch at Keepmoat Stadium, Stadium Way, Supporters Board Doncaster DN4 5JW. Your supporter A supporters board has been established Liaison Officers will also be on hand on from a full cross section of the supporter match days at the Stadium. base to work with the senior management team to improve the Doncaster Rovers experience. YOUR CLUB OUR PROMISE

Doncaster Rovers Football Club prides You can trust us to do the right thing, itself on its high standards and when things go wrong. Togetherness and commitment to customer service. The compassion are among the club’s key club expects and requires all its values, so when we let you down, make a members and employees to conduct mistake, or things don’t turn out the way themselves in a courteous and responsive they are planned, we will work especially manner and is committed to deliver a hard to restore your pride in the club. service level that goes beyond your All our staff, including match-day staff, DR 32 expectations. are trained to be attentive and to help FC supporters wherever possible. The club Whether you are a loyal supporter or a will respond to every letter, fax or email first time fan, everyone is made welcome within 48 hours of receipt and we will at Doncaster Rovers. endeavour to bring a satisfactory resolution within a 7-10 day period. We will strive to make it easy to become part of the Rovers family by working with Doncaster Rovers also recognises that supporters and the wider community to its activities impact upon the environment create experiences that bring our values both through its routine internal to life, that create lifelong memories that operations, its infrastructure development, grow your affection for the club. and through its influence and effects on the wider community. It acknowledges a responsibility for, and a commitment to, protection of the environment at all levels. YOUR CLUB OUR BUSINESS PROMISE

The Commercial Team at Doncaster > Rovers offer your business a Rovers pride themselves on the excellent platform to promote your services service they provide and the reputation tailored to meet your requirements. they have with customers and local > Wherever possible Rovers will seek DR businesses within our region. to gather quotes locally and 33 endeavour to work with local FC As a customer Doncaster Rovers make businesses. to you and your business the following > The emphasis will be on building promises: lasting relationships and business > You will receive a professional service partnerships that generate win-win from the whole team whether your scenarios. are a first time customer or a key partner at the stadium. For more information about how our > The Rovers team will ensure your Commercial Team can serve your business needs are fully understood business please see our Corporate and wherever possible met. Brochure YOUR CONTACTS

Retail Manager Tracy Fernie 01302 764 667 Head of Commercial Affairs Andrew Whitham 01302 764 665 Group Head Marketing and Communications Shaun Lockwood 01302 764 668 Marketing Manager Mark Hughesman 01302 764 668 Media Manager Luke Thornhill 01302 764 668 Stadium Manager & Safety Officer Marie Hepburn 01302 764 664 Box Office Manager Tracy Bawden 01302 762 587 Supporter Liaison Officers Dean Medcalf supporterliaison@ Sheila Lynch doncasterroversfc.co.uk Club Doncaster Foundation Chief Executive Jim Lord 01302 764 657 Club Doncaster Sports College Principal Adi Turnpenny 01302 765 890 Head of Community John Davis 01302 764 663 Box Office Front Desk 01302 762 576 Head Receptionist Clare Bailey 01302 762 560 Club Doncaster Academy Front Desk 01302 762 562 MAIN CLUB SPONSOR

ASSOCIATE SHIRT SPONSOR

SHORTS SPONSOR

KIT SUPPLIER DONCASTER ROVERS FOOTBALL CLUB KEEPMOAT STADIUM STADIUM WAY LAKESIDE DONCASTER DN4 5JW

Main Telephone No: 01302 764 664 Ticket Office: 01302 762 576 www.doncasterroversfc.co.uk