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 great customer care and will ensure that it has the staff and the mechanisms in place to provide this to its supporters.

We recognise the loyalty and dedication of our supporters and we believe that everyone should have the opportunity to share their views and engage with the club. Our Supporter Relations Team is the principal contact for suggestions, questions, complaints or concerns at Norwich City. You can contact our Supporter Relations Team using the information below:

Supporter Relations Team

E: supporterrelations@canaries.co.uk

The club will endeavour to acknowledge any issue raised within 48 hours, and to resolve any complaints within the following five working days. In exceptional circumstances if it is not possible to resolve a complaint within these timescales you will be notified and updated of progress. Please direct all complaints to the club preferably in writing to the email address detailed above. Letters sent to the club will usually be answered within 10 days of receipt.

If the supporter is unhappy with the reply or resolution, please let the Customer Services Manager know and further action can be taken if deemed necessary. If they remain unhappy they can submit the matter to the head of department, or furthermore to the Independent Football Ombudsman using the contact information below:

Independent Football Ombudsman

Premier House, 1-5 Argyle Way, Stevenage, Hertfordshire, SG1 2AD

E: Contact@TheIFO.co.uk

T: 0330 165 4223

Our full complaints policy can also be found HERE.

Supporter Engagement

Norwich City Football Club is proud of its special relationship with its loyal supporters and supporter groups. The club consults the supporter base on a regular basis via a number of mechanisms including, but not limited to, surveys. These are published on club channels in advance and the club does not exclude anyone without good reason. The club also holds quarterly meetings with the Supporter Panel and the Canaries Trust. To find out more about the club's supporter groups, click HERE.

Head of Supporter Engagement and Public Affairs: Elliot King

E: supporterrelations@canaries.co.uk

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

The club will provide a membership scheme providing supporters with benefits and discounts. Club shareholders are entitled to free 'City' membership, but will need to re-apply each season to receive their membership.

All home match tickets will be sold on a ‘one match ticket per membership’ basis. All general admission tickets are sold subject to availability. Full details are available on our website: tickets.canaries.co.uk/.

The club will provide away membership schemes. All away match tickets will be sold on a ‘one match ticket per membership’ basis. All general admission tickets are sold subject to availability. Full details are available on our website: tickets.canaries.co.uk/

For home cup matches, season ticket holders will always have an exclusive opportunity to purchase their seats (subject to the full ground being open). Depending on available time or expected demand, there will be an exclusive period of sale of tickets to home 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 the Council’s 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 or a refund. Full ticket terms and conditions can be found on our website at tickets.canaries.co.uk.

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.

Age Restrictions / Babes in Arms

Children under the age two are not permitted access to stadium open air areas or concourses.

Children aged under 14 must be accompanied by an adult over the age of 18 at events.

How to purchase away match tickets

You are able to purchase your away match tickets online at tickets.canaries.co.uk, by telephone on 01603 721902 option 1. 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 accessible areas please contact our Ticket Office direct either by telephone on 01603 721902 (option 1) or via e-mail: accessibility@canaries.co.uk

If you have any ticketing queries please call 01603 721902 (option 1) or email tickets@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).

Accessibility at Carrow Road

The club has a Disability Access Officer who is a dedicated contact for disabled supporters. The club provides accessible seating on both ground level and upper level, as well as, inside and outdoor seating. All accessible seats are priced the same as general admission seats and will include a free carer/personal assistant when required. The club also provides free headsets for match commentary for partially sighted supporters. For further information on facilities and services please contact:

Disability Access Officer: Scott Kelly

E: accessibility@canaries.co.uk

Further information on our provisions for disabled supporters can be found on the dedicated page of our website here.

Accessible Parking

Limited on-street parking around the stadium is available for Blue Badge holders only. For up-to-date information on changes and restrictions, please contact the Blue Badge Parking Scheme at Norwich City Council on 0344 980 3333 or visit https://www.norwich.gov.uk/. For more details of where to park please visit: https://www.norwich.gov.uk/directory/1032/blue_badge_on-street_parking_bays.

Please note, we do not have on-site casual matchday accessible or general parking at Carrow Road.

Getting to Carrow Road:

Norwich City Football Club is signposted along the major routes coming into Norwich via the A11 and A47, with the postcode NR1 1JE. Full details on how to get to Carrow Road, including on public transport can be found HERE.

Canaries TV and Digital Channels:

Norwich City has its own video platform, Canaries TV, on which a range of content, including live video and audio from selected games, are available.

Subscribers can access live audio and video content by paying annually, monthly or on a one-off basis by purchasing an individual match pass, with some videos available for free by basic pass registration.

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's Sanction Panel 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.

Our Sanction Tariff can be found on our website HERE.

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 80011 or click HERE; 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.

Safer Sport

Norwich City Football Club are committed to developing environments where everyone feels safe, valued and respected through our safer sport standards.

We champion the rights of children, young people and adults at risk and aim to create a supportive culture where their views are heard positively and acted upon. We seek to empower everyone to confidently share and safeguarding concern or to highlight poor safeguarding practice or behaviour.

The Club continually strive to embed an ethos where safeguarding is “everyone’s business” and is underpinned by safer recruitment, safe practice and workforce development. To measure our success we will we will encourage audit, feedback and data analysis to ensure we understand any areas which may benefit from development.

Further information on Safer Sport can be found on our website HERE.

Merchandise

Any supporter who is unhappy with any item purchased from our retail stores or our online shop can return these items and receive a full refund (subject to conditions).

For full information on our refund policy please visit the Retail website HERE.

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.

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 is the Club's official charity partner. Each year, the Foundation 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 the Foundation:

T: 01603 984000

E: info@communitysportsfoundation.org.uk

Alternatively you can follow the Foundation on Twitter, Facebook or Instagram or visit: https://www.communitysportsfoundation.org.uk/

Special requests

Norwich City Football Club is happy to consider all special requests for signed items, however due to demand it is not possible to support all requests. We can offer signed cards or certificates for special occasions, such as birthdays, condolences, anniversaries, best wishes, congratulations and so on. Please email the Supporter Relations Team at supporterrelations@canaries.co.uk to discuss your request.

Club contacts

Norwich City Football Club, Carrow Road, Norwich, NR1 1JE

01603 721902

Contacts

Accessibility accessibility@canaries.co.uk

Community Sports Foundation info@communitysportsfoundation.org.uk

Premium premium@canaries.co.uk

HR hrenquiries@canaries.co.uk

Media media@canaries.co.uk

Membership membership@canaries.co.uk

Memorials memorial@canaries.co.uk

Reception reception@canaries.co.uk