Norwich City Football Club is committed to providing its supporters with good facilities and excellence in service.

The Club has worked at modernising its management structure in recent years and now measures its performance in customer service using independent market research methods. The Club is committed to identifying and improving important areas of service to supporters and all its customers. It has put systems in place which measure service performance.

We believe fully in involving supporters in decisions that affect them through a full and proper consultative process. There are specific methods that allow supporters access to key decision-makers at the Club.

Norwich City Football Club is committed to confronting and eliminating discrimination whether by reason of sex, sexual orientation, race, nationality, ethnic origin, colour, religion or disability.

The Club will not tolerate sexual or racially based harassment or other discriminatory behaviour, whether physical or verbal, and will work to ensure that such behaviour is met with appropriate disciplinary action in whatever context it occurs.

The Club supports the Football League, the F.A. Premier League and the Football Association in their commitment to develop a programme of ongoing training and awareness-raising events and activities in order to promote the eradication of discrimination.

The Club will publicise its position on major policy issues in the Matchday Programme and newsletters distributed to its customers.

Additionally there are methods to help supporters to raise concerns or issues and there are procedures for staff to respond to these.

These methods and procedures are detailed within this charter.

COMMUNICATIONS
The Customer Services Manager is the principal contact for questions, complaints or concerns at Norwich City Football Club.

The Customer Services Manager can be reached on 01603 760760. In the Customer Services Manager's absence a member of the customer services team will deputise.

Supporters can visit the Club between 9am -5pm Monday - Friday to register concerns or issues. At Main Reception callers will be greeted within 3 minutes, when the reason for the visit can be ascertained and the course of action advised. Any issue will be responded to within 72 hours.

Issues raised by telephone should be through the Customer Services department on 0870 444 1902.

Letters to the Club will be answered within 14 days of receipt.

All complaints, whether submitted in writing, by telephone or by personal visit, will be logged on to the Club's database. The name of the supporter, contact details, date, time and nature of complaint will be recorded, together with the nature of the reply and any remedial action that has been taken.

If the supporter is unhappy with the reply, they can refer the matter to the Club Chairman. If they remain unhappy they can submit the matter to the Football League or FA Premier League who will evaluate the issue and, if deemed appropriate, raise the matter with the Club.

STAFF CONDUCT
All staff whether full time, part time or casual labour employed on matchdays have a duty to act as ambassadors for Norwich City Football Club with a duty to proper supporter care and attention.

If a supporter has a problem with any member of Norwich City staff the matter should be referred in accordance with the procedures outlined above.

All members of staff 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 and if the supporter requires an answer then they will receive a response as quickly as possible but no later than 14 days.

Norwich City Football Club are committed to briefing staff on key issues so that they are sufficiently knowledgeable to be able to directly answer the majority of supporter queries.

SUPPORTER CONDUCT
The Club wants the supporters to be part of the passion at Carrow Road in a safe, secure and enjoyable environment. The Club is therefore committed to preventing people from behaving in a manor likely to jeopardise the safety or enjoyment of others, or to bring discredit on the Club or City of Norwich.

If the Club becomes aware of any person having been convicted of a football related offence (whether at the Club's ground or otherwise) or having been in serious breach of any of the Club's ground Regulations, it will, in consultation with Norfolk Constabulary, or the relevant Police Authority in the case of an away game, and representatives of the Club's Supporters Consultative Group, make a decision as to whether that person should become subject to a Club ban.

Each case will be judged on its own merits and the length of any ban will depend on the severity of the offence and/or the breach of the Club's Ground Regulations.

Any person made subject to a Club ban will have the right to appeal to a trustee of the Club's Appeal Fund Trust, the procedure for which appeal is available from the Club's Company Secretary.

SUPPORTER CONSULTATION / INVOLVEMENT
The Club is committed to a consultative process with its supporters on decisions that affect them most and has put this into practice in recent years through regular meetings with the Supporters Consultative Group (SCG) and through Supporter Forums. In addition, members of the SCG sit on various working parties of the Club helping to shape policy on a number of different issues.

The Supporters Consultative Group will usually meet every six weeks. The agenda will be put together by both the executives of the Club and supporter members of the SCG and will be sent out by the Club in the week leading up to an SCG meeting.

The Group will at all times include a minimum of 14 supporter members and a maximum of 20. Each meeting will be attended by at least one NCFC Board Director (unless prevented by unforeseen circumstances) and one member of the Club's senior management team. Other members of staff or other individuals will be invited to attend meetings when appropriate. The number of NCFC staff members on the SCG shall never outnumber the number of supporter members.

Membership of the Supporters Consultative Group is by invitation of the Club. When an existing supporter SCG member leaves the Group for whatever reason, replacements will be invited by the Club to join in their place.

Any vacancy or vacancies which arise will be advertised through various Club media (matchday programme, Club notice boards and Club website) to supporters who will be invited to apply in writing. Where practicable all applicants will be interviewed by an SCG appointments sub-committee set up for this purpose. The sub-committee will include at least two NCFC staff SCG members and at least two supporter SCG members. Staff shall not outnumber supporter members on the appointments sub-committee.

One new supporter member will be appointed to the SCG per year to a maximum of 20. When this point is reached the Group will discuss its future composition. The Group will hold an annual review of its composition and effectiveness.

Any supporter can bring a matter to the attention of the SCG either by contacting the Club's Director of Sales and Marketing or through any member of the SCG. The names of supporter representatives can be found in the matchday programme and on the Club website and they can be reached by post care of the Club.

In addition to the SCG the Club holds a minimum of six supporter forums each year with a minimum of five taking place away from Carrow Road. Admission to these events is free and supporters can ask any question on any topic through the Chair.

DISABLED SUPPORTERS
The Club will provide a dedicated customer services contact for all disabled supporters. This person can be contacted by calling 01603 760760.

TICKETING

Pricing
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.

In the event that the Club raises prices for season tickets by more than the annual increase in the Retail Price Index it will set out its reasons for doing so through direct contact with existing Season Ticket Holders. This will also be set out in the Club programme and the Club official Website.

The Club will develop schemes to enable supporters to spread the cost of season tickets at reasonable interest rates.

Allocation
The Club will limit season ticket sales so that at least 10% of home supporters seating (and at least 15% in Family Areas) is set aside for sale on a match by match basis.

If the Club intends to redevelop or refurbish a stand which means closure of that stand for part of a season or specific games then it will relocate affected Season Ticket Holders to a part of the ground with at least equivalent facilities at no extra cost. In the event that equivalent facilities are not available then the Club will offer compensation to affected supporters.

Concessions
Concessionary tickets will be available in some areas of the ground to supporters who fall into the following categories:
" Persons aged 60 or over
" Persons under 16
" Students in full time education

Unemployed persons in possession of a valid ES40 document (Matchday tickets only)

The Club has made over 20% of its capacity available for families and under 16's at significantly reduced prices.

Loyalty and Membership Schemes
The Club will provide a subscription membership scheme allowing supporters to obtain discounts on match tickets if purchased in advance of matchdays. Membership subscriptions will usually go on sale from February each year.

Members who received their free membership through the Club's public offer of shares are entitled to free full membership but will need to re-apply each season to receive their membership cards and other Member benefits.

Away Matches
From time to time the Club may receive a restricted allocation of tickets for its away matches where it believes that demand will exceed supply.
In this instance the Club will advise supporters through the Club programme and Club Website and will invoke the following priority policy, which has been developed with the SCG.

" 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.
" 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.
" Priority then goes to the Club's Associate Members.
" After this tickets will go on general sale and may in some cases be limited to a specific number per person.

Again the deadlines for each priority level will be advised through the programme and the Club Website.

The Club will use its best endeavours to prevent a complete restriction being placed on its supporters from attending any public match involving the Club.

Cup Competitions
For home cup matches excluding replays the following priority booking process will generally take place.
" Season Ticket Holders will have one week from date of sale of tickets to reserve their seats
" Members will be given three days to claim their tickets on a one per member basis
" After this tickets will go on general sale and may in some cases be limited to a specific number per person.

In the event that timescales prevent the above timetable from being operated then the Club reserves the right to publish a revised timetable through the usual channels.

ACCOMODATING AWAY SUPPORTERS
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 a minimum of 2000 seats for Football League matches for away supporters unless it receives contrary instructions from the Police or Norfolk County Council Safety Advisory Group.

For F.A. Premier League matches, the Club will allocate 10% of its ground capacity to visiting clubs, with a minimum of 10% of the Club's disabled capacity for disabled visiting supporters.

Away supporters will pay the same prices as casual home supporters occupying equivalent seats in that stand.

RETURNS / REFUNDS
A full refund will be given to any supporter returning a complete ticket prior to the kick-off to a match.

Tickets returned after kick-off will not be refunded. Instead tickets may be issued in the Club's discretion for a future match for an equivalent value or less.

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. Supporters would need to contact the Ticket Office for a replacement ticket.

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.

If the only seats left on sale for a match are obstructed view seats then the Club may offer these seats at 75% of matchday face value.

DISABLED AREAS TICKETING POLICY
Existing disabled area Season Ticket Holders will have the opportunity to renew their disabled area season tickets at best possible prices. The Club will also offer disabled supporters the option to spread the cost of their season tickets at a reasonable rate of interest.

Allocation of Home Season Tickets for the 2005/06 Season
1st Priority will be given to existing disabled area Season Ticket Holders whose seats will be reserved until the final season ticket renewal deadline.

2nd Priority goes to existing non-disabled area Season Ticket Holders who wish to move to a disabled area.

3rd Priority will be given to any current members who wish to upgrade to a season ticket.

4th Priority goes to non-members on a first come first served basis.

Home Disabled Area Casual Tickets 2004/05 Season
Available disabled area casual tickets will be issued as follows:

Group 1 Members who have not already received a ticket for that match through the automated TPS (Ticket Priority Scheme). Disabled Members are entitled to purchase a ticket for an escort if required.

Group 2 General sale. Disabled non-Members are entitled to purchase a ticket for an escort if required.

Ticket availability and dates of sale will be available from the ticket office.

From March 2005 capacity within all disabled areas at Carrow Road is expected to increase to 89 wheelchair and escort spaces and 152 ambulant disabled spaces. Season tickets in home disabled areas will be capped at 80% of home area capacity.

Away matches
From time to time the Club may receive a restricted allocation of disabled tickets for away matches, where it believes that demand will exceed supply. In this instance the Club will invoke the following priority policy, which has been developed with the help of disabled Season Ticket Holders.

Group 1 Disabled area Season Ticket Holders who have attended 10 or more games in the last 12 months. It may be necessary to provide away stubs.

Group 2 Disabled area Season Ticket Holders who have paid for their home seats during the current season.

Group 3 All other disabled area Season Ticket Holders, and Members who have attended 10 or more games in the last 12months. It may be necessary to provide away stubs.

Group 4 Members with no away stubs.

Group 5 General Sale.

Tickets for any oversubscribed group will be allocated by means of a ballot.

MERCHANDISE

Kit Cycles
Each season the Club indicates the likely launch date of a kit in the swing ticket price label of the shirt and shorts. Where possible the club will run home and away kits for two years but the length of sponsorship contracts may not always make this possible. In the event that a kit changes before two years has elapsed, the Club will display notices in its shops a minimum of four months prior to the launch of any replacement home or away kit.

Returns or refunds
Any supporter who is unhappy with any item purchased from the Club Shops or mail order (telephone orders and internet) can return these items and receive a full refund on production of a receipt and if the item is returned within 28 days.

In the event that the supporter is unable to provide a receipt then the Club will exchange the item or provide vouchers to the current retail value. Customers statutory rights are not affected.

Sale Item Terms and Conditions
Offer can only be used by individual making original order.

Offer is not transferable.

Normal refund policy applies on goods bought.

There is no cash alternative and no change will be given from any order.

Norwich City Football Club reserves the right to withdraw this offer at any time.

Your statutory rights are not affected.

Not available in conjunction with any other offer.

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.

Carrow Road
Norwich NR1 1JE
www.canaries.co.uk
Customer Services 0870 444 1902

Telephone Numbers
Main Office 01603 760760
Ticket Office 0870 444 1902
Canary Store & Mail Order 0870 444 1902
Sponsorship Sales 01603 218712
Lotteries 01603 218710
Football in the Community 01603 761122
Delia's Canary Catering 01603 218704
Delia's Restaurant and Bar 01603 218705
Executive Office 01603 218707
Travel Norwich City 01603 218727