12:00 01 August 2013
By Norwich City Football Club
Norwich City Football Club Customer Charter 2013-14
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 department is the principal contact for suggestions, questions, complaints or concerns at Norwich City Football Club you can e-mail us at email@example.com.
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 operates official social media pages on Twitter (twitter.com/norwichcityfc) and Facebook (facebook.com/NorwichCityFootballClub). We will endeavour to respond to any customer services issues sent to our social media channels in an average of 30 minutes, within normal working hours.
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 Department.
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 65 or over
• Supporters under 17
• 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-75 - born before September 1, 1938
Over-65 - born before September 1, 1948
Under-21 - born after September 1, 1992
Under-17 - born after September 1, 1996
Under-12 - born after September 1, 2001
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 this season we are changing how away match tickets are allocated for first team games. The new process means you no longer have to save your match ticket stubs. It is much easier to use and will ensure we have a fairer way to allocate your tickets.
The new process will allocate away tickets based upon a points system. Supporters with the most points will get priority on away tickets.
All supporters who watched the team away from home last season will receive a letter or email detailing the new system and their current away point total.
THERE ARE FIVE STEPS
1 We will allocate you points for your season ticket or priority membership and any away matches that you have purchased tickets for last season.
2 Points will be allocated in the following way:
Home Season Ticket Holders 1,000 points
Priority Members 500 points
Non-Member 0 points
Each Away Match 50 points
Please note away season ticket holders will continue to be sent their tickets automatically.
3 For each away game that you bought a ticket last season, you will be awarded 50 away points, allocated to your personal account.
4 Check the number of away points you have online at www.canaries.co.uk and follow the links to buy online. Your away points total will show in the ‘My Account’ section.
5 If you can’t go online please call us on 0844 826 1902 or visit in person at the Carrow Road ticket office or official stores at Chapelfield or the Castle Mall to check your points.
HOW TO PURCHASE YOUR AWAY MATCH TICKETS
You are able to purchase or apply for your away match tickets online at canaries.co.uk, by telephone on 0844 826 1902 or visit in person at Carrow Road, Chapelfield or the Castle Mall. Please ensure that you are purchasing the required amount of tickets in the same transaction so that your tickets are allocated together.
Tickets for Disabled area please contact our Disabled liaison officer direct either by telephone on 0844 826 1902 or via e-mail firstname.lastname@example.org
Please read below details on exactly how away tickets will be allocated. If you have any queries please call us on 0844 826 1902 or email us at email@example.com. Always include your customer number in your email.
HOW AWAY TICKETS WILL BE ALLOCATED
1 All supporters with a predetermined number of points, which will vary game-by game, please see point 4 below, which will be able to purchase tickets in advance (as soon as we have all the information from the opposition) and your tickets will be sent as soon as we receive them.
2 All supporters with less than the predetermined number of points will be able to apply for a ticket and if we are able to offer supporters with your number of away points a ticket, the Club will contact you so you can purchase your tickets.
3 It is important that you apply if you would like to purchase a ticket, as this will help the Club decide if we require a larger allocation or not.
4 The predetermined number of points will vary depending upon the ticket allocation received.
5 The level of predetermined points for each away game will be advertised on our website and we will also email supporters with the ticket information for each game.
6 If you purchase or apply for tickets with other supporters, the tickets must be purchased in the same transaction. To do this online you will need to register the other supporters as your friends and family in the ‘My Account’ section.
7 If you are applying with supporters with different away points totals you will only be able to apply together when we reach the lowest number of away points in your group. If you do not do this and purchase your tickets in different transactions your tickets will be allocated separately.
8 For each away game each customer number will be allocated one lot of points, so if you have purchased two tickets for one game using one customer number you will only receive 50 points.
9 Points will only be allocated against competitive first team away match tickets purchased through Norwich City Football Club.
10 If you are a home season ticket holder and you have also purchased a priority membership you will only receive points for the home season ticket, you will not receive the priority membership points.
11 If during the 2012-13 season you purchased more than one away match ticket for a single match and would like to transfer the allocated points to the supporter who attended the game, please call us on 0844 826 1902 or email us at firstname.lastname@example.org. Always include your customer number in your email.
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.