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Supporter Charter

CLUB KEY AIMS

The Club exists solely to serve its supporters and to help the Head Coach to deliver success on the pitch. All Club activities and customer services policies are there to support these aims.

The Club will always strive to climb as high up the English football pyramid as possible, while standing on its own two feet financially and responsibly safeguarding the long-term future of Norwich City.

CUSTOMER CARE

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 customerservices@canaries.co.uk

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 raised within 72 hours. Issues raised by telephone should be through the customer services department on 01603 721902.

Letters and emails to the Club will usually be answered within 10 days of receipt. If the supporter is unhappy with the reply, they can refer the matter to the Club's Managing Director. If they remain unhappy they can submit the matter directly to the Independent Football Ombudsman using the contact information below:

Independent Football Ombudsman
Suite 49, 33 Great George Street
Leeds
LS1 3AJ
E: Contact@TheIFO.co.uk
T: 0800 588 4066

The Club has a Supporter Liaison Officer who is also available to help with any queries, complaints or feedback from supporters. You can contact our Supporter Liaison Officer using the contact information below:

Stephen Graham
Supporter Liaison Officer
T: 01603 760760 extension 2255
E: slo@canaries.co.uk

DISABLED ACCESS

The Club provides a dedicated customer services contact for disabled supporters.

Large-print or electronic versions of this Supporter Charter are available on request.

The Club provides accessible seating on both ground level and upper level, inside and outdoor seating.

All accessible seats are priced as the general admission and will include a free carer when required.

The Club also provides free headsets for match commentary for partially sighted supporters.

For further information on facilities and services please contact:

Stephen Graham
Supporter Liaison Officer and Access Officer
T: 01603 760760 extension 2255
E: slo@canaries.co.uk or abilitycounts@canaries.co.uk

NORWICH CITY COLLEAGUE CONDUCT

All Norwich City colleagues, whether full-time, part-time or employed on a casual basis on match days, 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 a relevant colleague from another department. Norwich City Football Club is 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.

SUPPORTER CONDUCT

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 matches or other events at Carrow Road.

The Club reserves the right of admission to its premises and may even 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 digital channels (e.g. the Club’s official website and official social media channels, 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.

Discrimination

Norwich City does not tolerate discrimination of any sort at the Club, on the pitch or in the stands. If you experience any form of discrimination, help us to eliminate it from football by reporting it. Text us on 07931235513 or email safety@canaries.co.uk, we will treat your correspondence in the strictest confidence. Your co-operation in helping to make Carrow Road a safe and enjoyable environment for everyone is greatly appreciated.

Safeguarding

Norwich City’s Safeguarding Manager, Tony Hedges, is responsible for the following at the Club:

  • Overall responsibility for safeguarding children and vulnerable adults.
  • Liaison with external bodies e.g. Police, Social Services, Premier League, EFL, FA, Norfolk Safeguarding Children Board and other government bodies.
  • Promoting awareness of safeguarding issues.
  • Providing instructions, guidance and support to Club staff.
  • Disclosure and Barring Service criminal record checks.

Anybody with a concern about the welfare of a child, young person or vulnerable adult should contact Tony Hedges at the Club:

Email: safeguarding@canaries.co.uk
T: 01603 760760 extension 2384
M: 07780475005

SUPPORTER CONSULTATION/INVOLVEMENT

The Club is committed to a robust consultative process with its supporters. The Club will hold/host at least two public forums each year and will host a Q&A with shareholders at its AGM, as well as online question and answer sessions with key personnel at the Club.

The Club will hold regular supporter focus group meetings covering topics including but not limited to:

  • Ticketing
  • Matchday experience/atmosphere
  • Young supporters/Junior Canaries
  • Communications
  • Catering
  • Retail (including replica kits)

The Club will invite supporters to attend these focus group meetings from its database.

The Club will also hold at least two meetings per year with representatives of officially-recognised Norwich City supporter groups and will celebrate the good work of these groups at a designated match each season.

In addition the Club carries out anually an extensive online survey of it's 22,000-plus season ticket holders and members, including questions on a wide variety of topics.

TICKETING

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.

Concessions

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 - Concession tickets will be available in some areas of the ground to supporters who fall into the following categories: Supporters aged 65 or over, under 18 and 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 and Over-65 as at September 1st  in the current season

-          Under-21, Under-18, and Under-12 – will need to be under one of these ages as at September 1st in the current season.

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 canaries.co.uk.

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.

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.

The Club will detail on match tickets those seats that have an obstructed, impaired view or restricted 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. Restricted view seats are when an advertising hoarding creates a partially restricted view of the playing surface. Seats adjacent to safety handrails are not classified as impaired, obstructed or restricted view seats.

AWAY MATCHES WITH LIMITED TICKET ALLOCATION

In the event of limited ticket allocation for an away match where demand could outstrip supply a points system will be employed to sell the tickets.

How points are allocated

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 01603 721902 or visit in person at the Carrow Road ticket office or official stores at Chapelfield or the Castle Mall to check your points.

How tickets will be allocated

1. 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.
2. 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. 
3. 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. 
4. Points will only be allocated against competitive first team away match tickets purchased through Norwich City Football Club.

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 01603 721902 or by visiting in person the ticket office at Carrow Road or the Canaries Official outlets at 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.

To purchase tickets for the disabled area please contact our Supporter Liaison Officer and Access Officer Stephen Graham  direct either by telephone on 01603 721902 or via e-mail abilitycounts@canaries.co.uk

If you have any ticketing queries please call us on 01603 721902 or email us at ticket@canaries.co.uk  Always include your supporter number in your email.

AWAY TRAVEL

The Club provides coach travel to all first team away matches, this includes a wheelchair-accessible coach.

All coaches depart from the Carrow Road, with certain pick-ups on route. Please check all times and routes on either the website or by calling the ticket office on 01603 721902 (option 1).

MERCHANDISE

Any supporter who is unhappy with any item purchased from a Canaries Official outlet or through our mail order service (internet and telephone lines) can return these items and receive a full refund (subject to conditions).

If you need to return an item because you are not happy with your purchase, please note the following:

  • All returns should be accompanied by a valid receipt.
  • All returns should be made within 28 days of the original purchase.
  • All garments should be returned in the original packaging where applicable and with the tags still attached.
  • Items returned without a valid receipt may, at the discretion of the manager, be exchanged or gift vouchers issued.
  • Items returned without a valid receipt for which an exchange is agreed will be exchanged at the last recorded price.
  • Because of the nature of some products, we do not offer refunds on underwear, jewellery or cosmetics.

This list is not exhaustive and does not affect your statutory rights.

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 endeavour to inform supporters as far in advance as possible.

Have your say: Our retail team would love to know what you think of our products and services. You can e-mail them your views and feedback at yoursay@canaries.co.uk

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 details of the benefits and opportunities available, please contact the advertising and sponsorship sales department on 01603 218712 or via e-mail at sales@canaries.co.uk

COMMUNITY MATTERS

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.

The Club is proud of the sterling work carried out in our community by our Community Sports Foundation.

Norwich City Community Sports Foundation (CSF) is the Club's official charity partner. Each year, CSF helps over 38,000 people through sport, supporting some of the most disadvantaged, disabled and talented people across Norfolk. The Foundation's vision is to help people achieve their goals by delivering quality, innovative services through football and sport.

The charity’s mission:

Engagement: To deliver a wide range of innovative, quality programmes that engage people through football and sport.

Participation: To inspire and raise aspirations enabling continued participation, supporting physical, educational and personal development to create a more active and healthier way of life.

Progression: To work together to make a positive impact on individuals and the wider communities to enable people to achieve their goals and progression in life.

To get in touch with CSF:

T: 01603 761122 
E: info@communitysportsfoundation.org.uk
Alternatively you can follow CSF on Twitter, Facebook or Instagram.