CLUB KEY AIMS
The Club exists solely to serve its supporters and to support the first team manager to deliver success on the pitch.
All Club activities and customer services policies are there to support these aims.
The Club recognises the importance of good customer care and will ensure that it has the staff and the mechanisms in place to provide this to its supporters.
The Customer Services Manager is the principal contact for suggestions, questions, complaints or concerns at Norwich City Football Club.
Supporters can visit the Club between 9am and 5pm, Monday to Friday to register concerns or issues. The Club will endeavour to respond to any issue within 72 hours.
Issues raised by telephone should be through the customer services department on 0844 826 1902.
The Club will provide a dedicated customer services contact for disabled supporters. This person can be contacted by calling 0844 826 1902. Large-print or electronic versions of this Supporter Charter are available on request.
Letters and emails to the Club will usually be answered within 14 days of receipt.
If the supporter is unhappy with the reply, they can refer the matter to the Club's Chief Executive Officer. If they remain unhappy they can submit the matter to the Football League or FA Premier League.
NORWICH CITY COLLEAGUE CONDUCT
All Norwich City colleagues whether full-time, part-time or casual labour employed on matchdays have a duty to act as ambassadors for Norwich City Football Club.
All colleagues will endeavour to answer supporter queries or concerns. If they are individually unable to answer the supporter query they will refer the matter to their supervisor or the Customer Services Manager.
Norwich City Football Club are committed to briefing colleagues on key issues so that they are sufficiently knowledgeable to be able to directly answer as many queries as possible and practical.
The Club wants supporters to be part of the passion at Carrow Road in a safe, secure and enjoyable environment. The Club is therefore committed to preventing supporters from behaving in a manner likely to jeopardise the safety or enjoyment of others.
The Club will not tolerate any harassment or other discriminatory behaviour, whether physical or verbal, towards supporters, Club employees or anyone else working or attending football at Carrow Road.
The Club may impose a ban on attending matches at Carrow Road on any supporter charged or convicted of a football-related offence or for any breach of the Club's ground regulations.
Any use of the Club's website (or other online sites pages or content within the control of the Club) that is abusive, obscene, defamatory, harassing or which contains any nudity, pornography or any other unwelcome content or which is otherwise in breach of the relevant terms and conditions of the site in question may allow the Club (should it deem such action appropriate in the circumstances) to ban the offender from any and all football matches and/or other events held at the Club's stadium for such period as the Club shall see fit.
Each case will be judged on its own merits and the length of any ban will be decided by the Club after due consideration.
Any supporter made subject of a Club ban will have the right to appeal, details of appeals procedures will be outlined in writing by the Club to those involved. The Club will not issue any ticket refunds whether casual or season ticket in the event of a ban being issued.
SUPPORTER CONSULTATION / INVOLVEMENT
The Club is committed to a consultative process with its supporters.
The Club will hold a number of public forums each year as well as regular online question and answers sessions with key personnel at the Club.
The Club has a number of supporter focus groups that include disabled supporters group, away ticketing and travel and supporter liaison.
Membership of any focus group is open to all supporters. Supporters interested in joining a focus group should, in the first instance, contact the Customer Services Manager.
The Club is committed to the principle of maximising revenue for its football team by encouraging high attendances. A range of prices will apply to reflect demand in different areas of the ground and for the relative attraction of different matches.
Existing season ticket holders will have the opportunity to renew their season tickets at the best possible prices.
The Club will maintain schemes to enable supporters to spread the cost of season tickets.
The Club may limit season ticket sales so that a percentage of home supporters' seating is set aside for sale on a match-by-match basis.
Casual tickets - concessions
Concession tickets will be available in some areas of the ground to supporters who fall into the following categories:
· Supporters aged 75 or over
· Supporters aged 65 or over
· Supporters under 21
· Supporters under 16
· Supporters under 12
Season ticket concessions
To qualify for season ticket concession in some areas of the ground supporters have to be born before/after a certain date:
Over-65s - born before September 1, 1946
Under-21s - born after September 1, 1990
Under-16s - born after September 1, 1995
Under-12s - born after September 1, 1999
Loyalty and Membership Schemes
The Club will provide a membership scheme providing supporter benefits that may include discounts on tickets to selected home matches.
Members who received their free membership through the Club's public offer of shares are entitled to free membership but will need to re-apply each season to receive their membership cards and other member benefits.
For home cup matches season ticket holders will always have an exclusive opportunity to purchase their seats.
Depending on available time or expected demand, there may also be an exclusive period of sale of tickets to members before any remaining tickets are made available for general sale.
Ticketing details for these matches will be published on the Club's website.
The Club recognises that it is appropriate for away supporters to be able to attend any match at Carrow Road and will use its best endeavours to prevent a complete restriction being imposed upon visiting supporters.
The Club will allocate tickets for matches at Carrow Road in accordance with published ticketing regulations for the applicable competition unless it receives contrary instructions or advice from the Police or Norfolk County Council Safety Advisory Group.
Away supporters will pay the same prices as casual home supporters occupying equivalent seats in that stand.
Returns and refunds
All tickets are non refundable and non returnable.
All tickets (whether sold as an individual ticket or as part of a hospitality package) are non-refundable even in circumstances of a change of fixture date.
In the event that a match is postponed before kick-off then supporters attending and who have retained their tickets will receive free admission to the rearranged game.
In the event that a match is abandoned after kick-off then supporters attending and who have retained their ticket would receive half-price admission to the rearranged game unless otherwise stated by the Club.
Obstructed and impaired view seats
The Club will detail on match tickets those seats that have an obstructed or impaired view.
Obstructed view seats are where an obstruction exists in view of the goal.
Impaired view seats are where an obstruction exists in view of the playing surface but not in view of the goal.
Seats adjacent to safety handrails are not classified as impaired or obstructed view seats.
Limited Ticket Allocation
From time to time the Club may receive a restricted allocation of tickets for its away matches where it believes that demand may exceed supply.
In this instance the Club will advise supporters through the Club website how to apply and will allocate tickets in the following priority order:
· Tickets will be issued firstly to the Club's away season ticket holders.
· Tickets will then be issued to season ticket holders who can produce ticket stubs from a specified number of away matches within the last 12 months. More than one category of quantities of stubs may be specified by the Club, for example supporters with 10 stubs and supporters with five stubs.
· Next priority will be given to season ticket holders who are unable to produce the required number of ticket stubs along with members who can produce the required number of ticket stubs.
· Priority then goes to members who are unable to produce the required number of ticket stubs.
· After this tickets will go on general sale and may be limited to a specific number per person.
· A ballot may be carried out for any over-subscribed group.
Disabled supporters limited ticket allocation
The Club may allocate tickets for disabled supporters in the following priority group order where it believes that demand may exceed supply:
· Disabled area season ticket holders who have attended 10 or more away games in the last 12 months. It may be necessary to provide away stubs.
· Disabled area season ticket holders who have paid for their home seats during the current season.
· All other disabled area season ticket holders, and members who have attended 10 or more games in the last 12 months. It may be necessary to provide away stubs.
· Members with no away stubs.
· General sale.
Details for individual matches where applications are required will be published on the Club website.
Any supporter who is unhappy with any item purchased from a Canary Store or mail order (internet and telephone lines) can return these items and receive a full refund (subject to conditions) on production of a receipt and if the item is returned within 28 days. Only the shop manager or supervisor can authorise exceptions. Customers statutory rights are not affected. Shop and mail order terms and conditions are displayed in-store, in the main catalogue and online.
In the event that a kit changes within its lifespan (e.g. due to kit manufacturer or sponsor changes), the Club will endeavor to inform supporters as far in advance as possible.
SPONSORSHIP AND COMMERCIAL OPPORTUNITIES
The Club provides a unique partnership environment attracting many top brands. A varied and exciting range of sponsorship, promotional and advertising opportunities are available tailor-made to specific company or brand objectives. For further detail of the benefits and opportunities available, please contact the advertising and sponsorship sales department on 01603 218712.
The Club recognises that it has an important role to play in the local community of Norfolk and has developed a number of initiatives that recognise these special responsibilities. The Club will include a summary of its local community activities in its annual report.