YOUR CLUB - Doncaster Rovers
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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
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04 21 GDPR 32 YOUR CLUB; OUR PROMISE
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22 Keepmoat Stadium Complex 33 YOUR CLUB; OUR BUSINESS
PROMISE
34 YOUR CONTACTS
YOUR CLUB
YOUR ROVERS
FAMILY
As part of our continued ‘In Rovers We > To further enhance the match-day
Trust’ 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’s Rovers family, whether first time fan
Supporter Liaison Officer or loyal supporter.
for the 2020/21 season is Dean > To continue our successful fan DR
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Medcalf, and Disabled Liaison engagement project, In Rovers We FC
Officer Hayley Ford who will act Trust. By using the results of regular
as a key conduit for improving surveys to influence the decisions we
dialogue amongst the Rovers make for the benefit of the Rovers
family. Family.
YOUR CLUB
YOUR COMMUNITY
Doncaster Rovers believe there is We hope this will be achieved through
something special in what we do and how our further education provision, school
we do it. We believe the Club Doncaster visits, match day experiences and holiday
Foundation is at the heart of this sessions - Everything we do we try to
description. Working in four key areas link to the club inspiring individuals and
our aim is to impact as many people’s new supporters.
lives as possible; changing them for the
better, regardless of age, gender, Additionally, our intervention work is
race, religion or skill level. Our ambition varied from reducing the number of
is to promote a healthier lifestyle through NEET young people (not in education
sport by encouraging individuals to take employment or training), raising a
part in fun based activities, which develop wareness on a variety of issues, working
confidence, co-operation and education. to reduce childhood obesity, anti-social
behaviour or even supporting the NHS in
Our short term goals are to evolve the reducing the number of people who are
DR Foundation in line with the local and inactive or suffering from mental health
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FC national agenda, working with the fans of issues.
today and the future to positively
intervene and carry out a valuable service Our work with young people bucks
in the community of Doncaster. national trends. National averages for
progression from similar courses are
Long term we want to make Doncaster around the 70% mark, but for the last
the best place it can possibly can be, three years our average progression
engaging with young people and rates have been in the 90 percent plus
introducing them into the Doncaster range, with students going on to
Rovers family and creating the fans of the scholarships, university or employment.
future. This is down to the skill and innovation of
our teaching staff.
IMPACT REPORT
I M P R O V I N G L I V E S I N O U R C O M M U N I T I E S
During COVID-19
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 > Kirsty Cavanagh
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
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08 which meet the requirements of The > The NSPCC Child Line: 0800 1111
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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, structure and integral part of the local community, and
implementation can be found on the the club has a desire to lend its support
Club website to assist local charities in fundraising
www.doncasterroversfc.co.uk/club/ activities within the community, and also
safeguarding to offer help in raising the profile of
official charitable organisations.
If you have a concern you should contact
the club’s Safeguarding Advisor. The club receives numerous requests
> Club Doncaster Foundation from individuals and organisations on a
Safeguarding Advisor: daily basis seeking donations of
Kirsty Cavanagh merchandise and tickets, in addition to
kirsty.cavanagh@clubdoncaster.co.uk 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 Club Doncaster supports local charities
inform of the protocol in place for in Doncaster and surrounding areas
responding to all such requests. (up to a 25 mile radius). Due to the high
volume of requests, the club
CHARITY STRATEGY unfortunately cannot support requests
The club has three official charity partners from outside the local area.
Throughout the course of the season, the
club will work with these charities at All charity requests received during a
management level in order to assist with month will be placed into our monthly
fundraising activities designed to raise charity draw.
the profile of the charity. The official
charity partners will be given the utmost To qualify for our monthly charity draw
priority for the club’s help in fundraising you will be required to complete all the
activities. fields on our online request form
www.doncasterroversfc.co.uk/club/
For the foreseeable future these are: charity-policy-and-requests/
> Campaign Against Living Miserably All requests must be registered at least
(CALM) 24 hours before the last Friday of each
> MIND (designated by the EFL) month. No telephone requests will be DR
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> Club Doncaster Foundation accepted.
For the 2020/21 season, the club will A monthly prize draw for a family ticket
look to find an additional charity partner voucher (2 adults and 2 children) for any
that compliments our equality and league fixture (when safe to do so)
diversity work. The partner will be during the 2020/21 season will be held.
selectedfollowing consultation with
supporters. The charity partner will not Tickets are subject to availability
be exclusive and the club will continue and for one game only. The
to support other charities on a winner once drawn will be
discretionary basis. contacted with further details.
Due to the amount of
Doncaster Rovers Football Club requests we receive, we will
recognises the fact that several of the only notify the winners of
club’s official club sponsors lend each draw. Applications
support to their own designated charity will not be rolled forward,
within the local community. The club will however you can apply
always strive to respond to requests again each month.
from such sponsors to help in
supporting fundraising activities on
behalf of these charities.
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 EFL) 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
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action in whatever context it occurs.
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Doncaster Rovers Football Club is an
equal opportunities football club for both
our employees 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.
The Club have been awarded silver
(the highest available in EFL) for our
code of practice and have in place a
strategic equality and diversity board
to support all users of Doncaster Rovers.
During the course of the next 12 months,
the club will continue to work closely with
Fans for Diversity and other organisations
to deliver programmes that help
prevent discrimination in football.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
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Ground Regulations incorporate the fail) to comply with these Ground 11
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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
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12 The Club will have no further liability and/or other football related clothing
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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
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or any adjacent area to which or otherwise made available to any 13
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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 EFL) to promptly execute all
which he does not belong may be instruments and do all things
ejected from the Ground either for necessary to vest the right, title and
the purposes of his own safety or for interest in such rights to the Club
any other reason. and the EFL absolutely and with full
19 Save as set out in paragraph 16, no title guarantee
person (other than a person who 20 No goods (including literature) of any
holds an appropriate licence) may nature may be offered either free or
bring into the Ground or use within for sale by any person within the
the Ground any equipment, which is Ground without the express written
capable of recording or transmitting permission of the Club.
(by digital or other means) any audio, 21 Tickets are not transferable and may
visual or audio-visual material or any not be offered for sale without the
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14 information or data in relation to the prior written permission of the Club.
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Match or the Ground. Copyright, Any tickets that are transferred are
database rights and any other transferred subject to these Ground
intellectual property rights in any Regulations. Any tickets offered for
unauthorised recording or sale may be confiscated by any
transmission is assigned (by way of steward, officer of the Club or any
present assignment of future rights police officer. The Club reserves the
to the Club and The Football League.right to refuse admission to or eject persons have consented to such use
from the Ground, any person who has of their image. If these images should
transferred his/her ticket in feature an individual prominently the
contravention of the relevant ticket Club will make reasonable efforts to
terms and conditions (and/or the gain the consent of that person before
holder of any ticket that has been publishing such images, however, if
transferred in contravention of the this is not possible, then entry into the
relevant ticket terms and conditions.) Ground shall be deemed consent
Tickets remain the property of the unless the Club is notified in writing
Club at all times. to the contrary.
22 CCTV cameras are in use around and 25 Further to paragraph 24, if such
in the Ground and the Club may itself person is under 18 years of age, the
use or pass to the police or any parent, guardian, or responsible adult
Football Authority, any recordings for who is accompanying them into the
use in any proceedings. Ground shall be deemed to have
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23 At all times whilst present in the provided consent on their behalf. 15
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Ground, persons must comply with 26 Refused entry to (or ejection from) the
any and all instructions of any Ground may lead to further action by
steward or officer of the Club and/or the Club including, but not limited to,
any police officer. Failure to comply the withdrawal of any season ticket
with any instruction may lead to (without reimbursement), Club
immediate ejection from the Ground. Membership and other benefits.
24 By entering the Ground, all persons 27 Supporters will be required to adhere
are acknowledging that photographic to the club’s covid-19 supporter
images and/or video recordings (and/ agreement, which will be published
or stills taken from video recordings) on the website and available at the
may be taken of them and may also ground. Due to continuing changes
be used by the Club for marketing or to Covid-19 health and safety
promotional purposes. Entry into the guidelines, this document may be
Ground is confirmation that all subject to change at short notice.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
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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
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language, the club encourages you to > Polypipe (South): Exit F 17
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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, either If a supporter is subject to a stadium ban,
currently hold their National Vocational but has not been issued a ban from
Qualification (NVQ) Level 2, or are football by the courts, or has already
supervised by someone who is. They served a ban from the courts, he/she
deal with all supporters in a friendly and may appeal against a Stadium ban from
professional manner at all times. Doncaster Rovers. All appeals should be
forwarded to the Head of Stadium and
Providing a first class customer service Operations 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,
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FC WIthin the Family Stand, the club a Officers and other senior staff at
number of specially selected Family Doncaster Rovers. The outcome of the
Liaison Stewards designed to specifically appeal process will be final.
meet the needs of the families within that
stand. The Family Liaison Stewards wear
specific white vests to ensure they stand
out to our younger families
Our stewards and match day staff will
always do their best to ensure that
everyone at the Keepmoat Stadium has
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 FAMILY
OFFICER STEWARD MARSHALL LIAISONYOUR 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 Elite Pro Sports to ensure all
official merchandise products will exceed
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the minimum legal manufacturing 19
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standards.
Doncaster Rovers and Elite Pro Sports
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 doncastershop@
eliteprosports.co.uk, using ‘Retail
Feedback’ as the subject.YOUR TICKETS
The club offers a wide range of packages
(season tickets, multi-ticket packs 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.
DNA Card
For the 2020/21 season, Doncaster
Rovers are offering an exclusive
membership scheme to supporters. As
a DNA Card holder you will receive:
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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
> Hundreds of local and national
discounts through the DNA portal
To purchase your DNA card please
contact the ticket office on 01302 762576.
Alliance members will automatically be
able to claim the online discount on
match tickets.Allocation primary school age are accompanied to
Season Ticket holders in the East and matches at all times by adults. In
West Stands have their own seats accordance with this recommendation,
guaranteed for all Home League box office staff will exercise discretion in
fixtures in the Sky Bet EFL League the sale of tickets to anyone under the
One competition for 2020/21 (unless age of 12 years.
otherwise stated in 'Terms & Conditions').
Season Ticket holders in the Polypipe Refunds
(South) Stand will be guarenteed a seat A full refund may be given to a fan who
in the stand, however, this area is has purchased a ticket for a Home match
unreserved in order to assist the fanbase (League or Cup) if the ticket is returned
in creating an electric atmosphere within to the Club Doncaster Box Office
the stadium. prior to the match kick-off. Refunds in
respect of Away fixtures may
The Club will continue to operate a only be granted if the ticket is returned to
ticket-booking priority system which the Club Doncaster Box Office
gives Season Ticket holders a priority before tickets are taken 'Off Sale' (details
purchase period for all Home matches if of such deadlines will be available from
additional tickets are required), away the Club Doncaster Box Office).
matches, FA Cup and EFL Cup
matches. The Club reserves the right to In the event of the cancellation of an
restrict the number of tickets, which can event by the organiser/promoter (i.e. a
be purchased under this priority if it is cancellation due to circumstances
deemed necessary. After such priority beyond the promoters control), We will
periods tickets will be available to all only refund the face value of the ticket.
customers through general sale (Season We will use best endeavours to contact
Ticket Holders have access to an purchasers either by phone, email or in
exclusive scheme, 'Cup Direct', by which writing This includes Acts of God, power
they will automatically have tickets for failure and flooding (using the details
Home Cup matches allocated to them provided at the time of ordering) and
and paid for in advance). DR
advise them to return the tickets. Please 21
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note, however, it is the customer's
The Club reserves the right to operate a responsibility to check whether the event
'like for like' policy during priority is going ahead at the scheduled date,
purchase periods in respect of away time and venue, and we cannot guarantee
match ticket purchases on any occasion that they will inform the customer of any
when it deems appropriate to do so (for changes to the event date, time or venue.
example; a Junior Season Ticket holder Refunds will only be issued when the
may only purchase an equivalent ticket game has been re-arranged or officially
for the Away fixture). cancelled.
The Club may also (in accordance with Should the match be abandoned in the
EFL Regulations) offer ticket promotions first 45 minutes you will be issued with
to customers from time to time. a new ticket for the re-arranged fixture.
Concessions Refunds on Season Memberships may
Season Memberships are offered at only be granted at the discretion of the
concessionary prices to children aged 11 Club in extenuating circumstances.
and under, 12-16 year olds, 17-21 year Customers requesting such a refund
olds, 22-24 year olds and senior citizens must apply in writing to the Club, stating
aged 60 and above (proof of age required the reason for the request, and enclosing
for such concessions). any supporting documentation.
Match tickets are offered at GENERAL DATA PROTECTION
concessionary prices to children aged 11 REGULATIONS (GDPR)
and under, 12-16 year olds, 17-21 year Doncaster Rovers hold data securely in
olds, 22-24 year olds and senior citizens relation to a wide number of transactions
aged 60 and above (proof of age required and interactions that we have with people
for such concessions). associated with Club Doncaster. Full
details of how Club Doncaster conforms
Doncaster Rovers encourages supporters the the new GDPR laws can be found at
of all ages to attend its matches but www.doncasterroversfc.co.uk/club/gdpr/
strongly recommends that children ofCLUB DONCASTER SPORTS PARK 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
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1
2
6
9
3
15
7
5 16
10 18
17
14
4
8
11 13 19
12YOUR CLUB
YOUR MATCHDAY
At Doncaster Rovers we aim to provide DISABLITY LIAISON OFFICER
the best match day experience possible Doncaster Rovers have in place a
for all supporters, through our ‘In Rovers Disability Liaison Officer (DLO) to
We Trust’ programme we have made provide a point of reference, advice and
many changes to how we do things and guidance for supporter about disability
we will continue to improve our service issues and support you can contact
based on feedback from supporters. Hayley Ford either by telephone
on 01302 754668 or by email
SUPPORTER LIAISON OFFICERS hayley.ford@clubdoncaster.co.uk.
Doncaster Rovers have appointed a Should you wish to speak to Mark on a
genuine fan to be Supporter Liaison matchday please contact your nearest
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Officer for this season and as such they steward. 23
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will be available on match-days to
communicate with fellow supporters and If you wish to raise an equality and
assist in resolving any issues by diversity issue during a matchday please
contacting key personnel at the club contact a steward supervisor or the DLO
quickly and effectively. Your Supporter and ask to speak to the Head of People
Liaison Officer will also be on hand to and Culture.
assist with issues such as ticketing
enquiries, directions, travel information
and general supporter related enquiries
from all supporters.
You will be able to find your SLO 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 There are 103 wheelchair spaces for
DISABLED SUPPORTERS Home supporters allocated throughout
The Keepmoat Stadium Box Office is the stadium. These spaces are on raised
fitted with a hearing loop for those areas in the West Stand, and at pitch level
supporters with hearing difficulties, and in the other stands. Hospitality guests
a lowered ticket window for wheelchair have exclusive use of a raised area for
users. wheelchair users in the Donasonic/
SMT Xtra (East) Stand.
Adapted toilet facilities are available in
every stand within the stadium. Visiting supporters have access to 18
wheelchair spaces at pitch level in the
All catering kiosks are fitted with a lower North Stand.
counter sales point for wheelchair users,
and stewards will assist with trays if Ambulant disabled supporters of both
required. Home and Away teams may choose to sit
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24 anywhere (subject to availability),
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There are 60 wide access car parking although the Club would recommend
bays for disabled supporters. Home seats in lower rows for ease of access.
supporters have the option to purchase
such bays on a season basis, with a During the course of the 2020/21 season
number of bays being available on the Club will be regularly meeting with
match-days on a 'first come first served' members of the club’s Disabled
basis. Supporters Group, drawn from a wide
range of the supporter base in order to
A number of such bays will be held in further explore and to impliment where
reserve for visiting supporters who may possible enhancements to their
book these in advance of a match. matchday experience.Visually impaired supporters may access in the North Stand, this includes a specific
the 'Soccer Sight' match commentary seating area which will be sold to families
service via headsets available from the only, as well as family entertainment
Stewards upon request. This service is within the away fans concourse including
available to both home and away face painters, skills games, FIFA and
supporters. children’s TV.
Tickets for disabled fans are offered to PAY ON THE GATE
supporters in receipt of Disability Living We are committed to designating an
Allowance (DLA) - higher level or area of the stadium for the use of fans
enhanced PIP. The Club may consider who wish to buy their tickets at the
and grant concessions to supporters turnstile. you should enter via turnstiles
not in receipt of DLA (the Club reserves 12-16 in the South Stand if you wish to
the right to grant/refuse such requests utilise this facility.
at its discretion).
The club have worked with current
Doncaster Rovers Football Club season members to create this space
recognises the importance of some on match days.
disabled supporters requiring an
essential carer to accompany them on QUIET ROOM
match-days, and the club will grant A quiet room is available in the Family
admission free of charge to such carers. Stand for use by any supporter who
A free essential carer ticket can ONLY be wishes to remove themselves away from
used in conjunction with the relevant the noise within the stadium. To access
disabled supporter. this facility contact the nearest steward.
DR
25
FC
VISITING SUPPORTERS AUTISM GUIDE
The Club welcomes and values all Doncaster Rovers in partnership with
supporters of visiting clubs, and makes Autism Plus have produced an Autism
tickets available to them in accordance Friendly video guide to a matchday which
with EFL regulations. Admission prices is available on the official website.
for visiting supporters will be no higher
than those charged for home supporters CREATING AN ATMOSPHERE
in comparable areas. Concessionary Doncaster Rovers are committed in
prices are available to visiting supporters assisting supporters generate a
in line with those available to home fantastic match-day atmosphere,
supporters. The club offers tickets for generating a lot of noise and
visiting disabled supporters at the same backing the boys. Therefore we
admission prices as home disabled recommend that any supporter
supporters. Similarly, we will offer wishing to sit in the Polypipe
tickets for visiting visually (South) Stand should be
impaired supporters at the same aware that this is the main
admission price and with the same area where supporters
facilities as home supporters. generate noise and create
a vibrant match-day
Doncaster Rovers continually look for atmosphere.
ways to improve the matchday experience
for all those who vist the Keepmoat
Stadium. Prior to the 2019/20 season
the Club launched the Away Family areaFAMILY 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
Prior to the 2017/18 season the Club concourse catering facilities at the
launched Donny Dog’s Kennel and area ground, which has seen the installation
within the Family Stand designed to of a bespoke mix of retail kiosks.
specifically meet the needs of families
attending the game. The Kennel includes The club and Centerplate will continue to
PlayStations and XBoxes, crafting, free work closely with you, our tenants and the
fruit and face painters and is regularly businesses that use the stadium to tailor
visited by first team players prior to the the match day offering specifically to suit
game. Doncaster Rovers’ fans and will continue
to survey you to understand your
HOSPITALITY preferences and requirements so that
Doncaster Rovers offer an extensive these can be reflected in the types and
range of match day and season packages mix of food kiosks we install.
for hospitality guests involving a pre-
match meal in the Jibba Jabba Centerplate Venues (UK) promise to
Restaurant on the second floor of the continue delivering excellent customer
SMTXtra (East) Stand and a fantastic service and great fresh food.
view from a luxury seat in our Legend’s
Club located in the central section of
the SMTXtra (East) Stand. For more
information see our Corporate Brochure.DR 27 FC
IN ROVERS WE TRUST
Doncaster Rovers are extremely proud of representatives of the official Supporters'
our level of engagement with our fans Club and the Viking Supporters
and will continue to take steps to ensure Co-operative whenever appropriate.
that all supporters are informed, Supporter Liaison Officers (SLOs) have
wherever possible, of any decision that been employed by the club to provide
will directly affect them through a variety information and guidance to supporters
of communication channels including the and the club’s management, providing a
club’s official website, official social conduit of two-way communication
networking sites, the Supporter Liaison between the supporters and the club
Officers, the ‘In Rovers We Trust’ management. The Supporter Liaison
engagement plan, the match-day Officers can be contacted at
programme, the public address system supporterliaison@
on match-days, and local newspaper and doncasterroversfc.co.uk.
radio.
The SLOs will be in attendance at all
This season the That’s Why I am Rovers home and away games to enable you to
is a legacy project of the In Rovers We feedback any issues you may have
Trust initiative, which will continue to regarding Doncaster Rovers and your
showcase the projects undertaken by match-day experience.
the club and its supporters and give all
a reason to be proud of being part of the Doncaster Rovers and the Viking
club. Supporters Co-operative have signed a
DR
28 memorandum of understanding (MOU) -
FC
The club has undergone many changes one of the first to be agreed in Europe
over the past few years on and off the between a club and supporters trust.
pitch such as the stadium coming under
the control of Doncaster Rovers, the The MOU will see the club committing
Rovers’ Promise and the successful to meeting with the Viking Supporters
transformation of the Lakeside Bar to Co-operative on a regular basis
become the Belle Vue Bar. throughout the year and ensure a
consultation with the co-operative takes
We are committed to continually places before significant decisions such
improving the communication with you as a ground move, ownership or change
our fans. Club officials will continue to to the culture of the club are made.
regularly meet with supporters, via
Supporters Club Meetings and Fans' SUPPORTERS BOARD
Forums and the Supporter Liaison The board is made up of a broad range
Officers, in order to discuss Club issues of fans and senior club staff, the
and policies as appropriate. Through Supporters Board was formed as a way
these channels of consultation the Club of encouraging dialogue between fans
encourages supporters' viewpoints and and people who make decisions at the
constructive feedback on a wide range of club.
topics. The Board of Directors and the
Chief Executive Officer of Doncaster It is intended as a way for structured
Rovers Football Club are available to dialogue between fans and senior
discuss selected matters with management with the aim of ensuring
the matchday experience is the best it
can be.The current supporter representatives
on the group are John Blanchon, Derek
Daniels, James Errington, Paul Mayfield,
Martin O’Hara, Patrick Queen, Alan
Roberts, Gill Shepherd, Mellony
Shepherd, Len South and Ben
Thompson.
Club Doncaster are represented by CEO
Gavin Baldwin, group head of marketing
and communications Shaun Lockwood,
head of stadium and operations Marie
Hepburn DR
29
FC
Meetings are held monthly and minutes
from each meeting are published on the
designated Supporters Board page of the
official club website.
www.doncasterroversfc.co.uk/fans/
supporters-board/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 and internationally. > Official Website:
FC
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
feedback your issue to the Supporter also able to offer advice and support fans 31
FC
Services Department (supporterservices@ through the process (www.fsf.org.uk).
clubdoncaster.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
clubdoncaster.co.uk, or in writing to senior managers at the club.
Dean Medcalf at Keepmoat Stadium,
Club Doncaster Sports Park, Stadium Supporters Board
Way, Doncaster DN4 5JW. Your supporter A supporters board has been established
Liaison Officer 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
to gather quotes locally and DR
businesses within our region. 33
FC
endeavour to work with local
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. You can contact the
Commercial Team on 01302 764665YOUR CONTACTS
Retail Manager
Tracy Fernie 01302 764 667
Head of Commercial
Jon Warburton 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
Head of Stadium and Operations
Marie Hepburn 01302 764 664
Safety Officer
Sam Ramsden 01302 764 664
Head of People and Culture with strategic
responsibility for equality and diversity
and Safeguarding
Kirsty Cavanagh 01302 764 664
Box Office Manager
Tracy Bawden 01302 762 587
Supporter Liaison Officer
Dean Medcalf supporterliaison@
clubdoncaster.co.uk
Disability Liaison Officer
Hayley Ford 01302 764 668
Club Doncaster Foundation
Interim Chief Executive
John Davis 01302 764 657
Club Doncaster Sports College
Principal
Adi Turnpenny 01302 765 890
Box Office
Front Desk 01302 762 576
Head Receptionist
Clare Bailey 01302 762 560
Club Doncaster Academy
Front Desk 01302 762 562PLATINUM PLUS
PLATINUM
GOLD
SILVER
BRONZE
CLUB DONCASTER OFFICIAL PARTNERSDONCASTER ROVERS FOOTBALL CLUB KEEPMOAT STADIUM CLUB DONCASTER SPORTS PARK STADIUM WAY LAKESIDE DONCASTER DN4 5JW Main Telephone No: 01302 764 664 Ticket Office: 01302 762 576 www.doncasterroversfc.co.uk
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