Milton Keynes Dons Football Club is committed to providing its supporters with the best possible facilities and excellence in service.

The Club has been through a difficult period and has come out of the other side stronger than ever. We know that the only way for the Club to go forward as a whole is for us all to work together. This includes the Chairman and Directors, the players and coaching staff, the office staff and of course you the supporter.

We fully believe in involving supporters in all of the decisions which affect them through a full and proper consultative process.

This Charter therefore, incorporates all areas of the business from Customer Services to Anti-Discrimination and equal opportunities policy.

Customer Service:
Our customer service contact is:

Matt Cove
Milton Keynes Dons FC
stadiummk
Stadium Way West
Milton Keynes
MK1 1ST

The Customer Services Manager can be reached by email on info@mkdons.com or by phone on 01908 622880, between the hours of 9am - 5pm Monday- Friday. If any supporter has a complaint or query we encourage them to contact the relevant department within the Club, in writing, for a response.

The Club will endeavour to respond to any complaint within five working days. Should this not be possible we will send a holding letter explaining what steps are being taken and when a full response could be expected.

If the supporter is unhappy with the reply, they can refer the matter to the Executive Director of the Club or the Club Chairman. If they remain unhappy they can submit the matter to the Football League who will evaluate the issue and, if deemed appropriate, raise the matter with the Club or the Independent Football Commission (IFC). Please ask for the IFC's simplified complaints procedure booklet or visit their website www.theifc.co.uk.

Communications:
The Club's official website www.mkdons.com is updated daily to ensure all news, information and major policy issues reach supporters as soon as possible. On a match day our programme and public address system will give up to date information on ticketing and forthcoming events.

The press and media are briefed on a weekly basis by the Club's Press Officer.

Full details on ticketing, membership ticket priority etc is sent to all Season Ticket Holders and Members prior to the start of the season and further updates will be sent during the season, if necessary.

Consultation:
The Club is committed to a consultative process with its supporters on decisions that affect them most. We intend to meet with representatives of the Supporters Association to discuss issues of importance on a regular monthly basis. Supporters are also encouraged to offer suggestions/feedback on areas of concern or improvement via letter or email info@mkdons.com.

Ticketing:
The Club is committed to the principle of maximising revenue to ensure the future of the club by encouraging high attendances. A range of prices will apply to reflect demand in different areas of the ground, encourage supporter growth and to encourage families to attend.

Existing season ticket holders will have the opportunity to renew their season tickets at the best possible price.

As well as offering season ticket holders savings over match ticket prices, the Club also offers them the opportunity to spread the cost of the season ticket over 10 monthly payments, via a credit agreement.

We offer both family and community areas at significantly reduced prices, if tickets are purchased twenty four hours before the match.

Full details of our ticket prices and purchasing information is available on www.mkdons.com

Concessions and Junior Tickets:
Concession tickets are available in all areas of the ground to supporters aged 60 or over and students in full time education (on production of a valid student card or letter from university or halls of residence).

Junior tickets are also available in certain areas of the ground to supporters under the age of 16. When purchasing match tickets for the first time it may be necessary to provide proof of age, once this has been seen it will not be necessary to provide it again for any further tickets purchased through the Box Office.

"Under Sevens Go Free":
From the beginning of season 2005/2006 all supporters aged under seven will be admitted into league matches free of charge if accompanied by a full paying adult. Free tickets will be available in all areas of the ground except clubRed. Supporters under seven will also be eligible to apply for a free season ticket but again this must be purchased along with a full paying adult. When applying for tickets for the first time it will be necessary to provide proof of age, once this has been seen it will not be necessary to provide it again for any further tickets purchased through the Box Office.

In cup ties, the Club reserves the right to vary its policy as ticket arrangements will need to be mutually agreed between the competing clubs.

Away Matches (Cup and League):
Where demand is expected to exceed the allocation received, season ticket holders will be given preference on applications at the rate of one per season ticket on a strict date of application order. No guarantee of allocation can be given owing to the fact that the number of applications from season ticket holders may exceed the number of tickets issued to the Club.

Season ticket holders will be given a set period of time to apply for tickets. If there are still tickets left they will then be offered on general sale.

Full details of sales periods and dates will be published on the Club website, in the local press and the official Club programme.

Home Cup Matches:
Tickets for Cup competitions are priced at normal league admission prices unless stated or mutually agreed with the visiting club. Season ticket holders will be given a set period of time to apply for their allocated seat during a priority sales period. After this time remaining tickets will be put on general sale. Full details of sales periods and dates will be published on the Club website, in the local press and the official Club programme.

Disabled Supporters:
The Club will provide a dedicated customer services contact for all disabled supporters. Gayle Sharpe can be reached on 01908 622900 or gayle.sharpe@mkdons.com. A limited number of car parking spaces are available for disabled supporters and these should be pre-booked on the above number. Concessions prices are offered for all supporters with disabilities who are in receipt of Disability Living allowance medium or higher levels. A carer if required will be admitted free of charge.

Accommodating Away Supporters:
Milton Keynes Dons Football Club abides by the Football League Regulations governing the allocation of tickets to visiting clubs.  Admission prices to away supporters will be no higher than those charged to home supporters in comparable seats. In particular concessionary rates offered to junior, senior citizens and disabled supporters apply to supporters of a visiting Club, and this includes the "Under Seven Go Free".

Refunds and Returns:
A full refund will be given to any supporter returning a complete ticket as long as it is returned up to 24 hours before the match kicks-off. The ticket must be returned to the ticket office and no applications by phone will be considered.

Subject to the rules and regulations of the Football Association and League governing bodies Milton Keynes Dons will adopt the following policy on refunds for abandoned matches:

Situation Policy:
· Match postponed before supporters admitted to the stadium will result in free admission to rearranged game on production of complete valid ticket or full refund.
· Match postponed after spectators admitted to the stadium but before kick-off or match abandoned before start of second half will result in free admission to rearranged game on production of valid ticket counterfoil or full refund.
· Match abandoned after start of second half will result in half-price admission to rearranged game (original ticket counterfoil to be retained).

In cup ties, the Club reserves the right to vary its policy as ticket arrangements will need to be mutually agreed between the competing clubs.

Lost or Stolen Season Tickets:
For each home league match season ticket holders should only bring with them the relevant match ticket for the game they are attending. Should a season ticket holder forget to bring their match ticket for the game, a duplicate day ticket may be obtained at the discretion of the Ticket Office on payment of the full match day price and on production of ID. The appropriate match ticket from your season ticket pack, together with the counterfoil from the duplicate ticket must be returned to the Ticket Office in person or by post no later than 7 days after the game for a full refund. In the case of an expected capacity crowd, the decision to admit the supporter may be delayed until after kick off and will be determined by the Safety Officer.
Lost or stolen season ticket books should be reported immediately to the Ticket Office. Replacements will only be printed on production of a police crime reference number.

Data Protection:
The Club recognises its responsibilities with reference to all customer information on our databases. All information is stored confidentially in accordance with the Data Protection Act (1998) and no data is issued or used in anyway without prior consent.

Discrimination:
Milton Keynes Dons will not tolerate discrimination whether by reason of sex, sexual orientation, race, nationality, ethnic origin, colour, religion or disability and is committed to confronting and eliminating any such instances.

Milton Keynes Dons Football Club does not condone any sexual or racially based harassment or other discriminatory behaviour, whether physical or verbal. The Club works with others to ensure such behaviour is met with the appropriate action in whatever context it appears.

The Club will not tolerate the use of racist language or behaviour inside or outside of stadium:mk. Whether home or visiting supporters are responsible, the Club, in conjunction with Thames Valley Police force seeks to eliminate unacceptable and anti-social behaviour. Any person found using such language or behaviour may be banned by the Club and the person concerned may be liable for arrest and subsequent prosecution. This in turn may lead to a banning order being issued by the Club.

The Club fully supports the Football League and the Football Association in their commitment to develop a programme of discrimination awareness training to promote the eradication of discrimination.

Equal Opportunities Policy:
Milton Keynes Dons Football Club is an equal opportunities employer. The Club is committed to equality of opportunity within its organisation and encourages a similar commitment from organisations with which we have contact, either through our business or socially.

Equality of opportunity at Milton Keynes Dons Football Club means that we will not discriminate against or in any way treat less favourably, any person on grounds of race, nationality, ethnic origin, colour, religion, disability, sex or sexual orientation in any of our activities. This includes the advertisement of jobs, the selection of candidates for employment or promotion, job location or working environment, pay, and employment terms and conditions and internal and external training activities and awards.

Community Activities:
The Club recognises that it has an important role to play in the local community and continues to work closely with the Milton Keynes Dons Sports and Education Trust to ensure that our common goals are met.