Love to Swim , Swim for Safety , Swim for Life

FAQ’s

REOPENING FAQ’s – dated 11/06/20

Q: What date will Learn To Swim recommence?
A: Wednesday 24th June, at both Nepean Aquatic Centre and Eva Borys Swim School.

Q: Will I keep my child’s class booking as it was previous to your temporary closure?
A: We will be calling all customers to confirm your booking in the coming days.

Q: When will my direct debit payments resume?
A: Payment will be taken from Wednesday 24th June for one week only, then usual monthly Direct Debits will recommence start July.


Q: Can we use the July 1 Active Kids voucher?
A: Absolutely, please bring the voucher to reception anytime in July and it will be applied to your account. A further Direct Debit will not be taken from your account whilst your account is in credit, or will only be applied for the amount outstanding after the Active Kids voucher has been added. We are still taking any unused vouchers from January.


Q: Will all lessons resume from June 24th?
A: Yes, all lessons including water babies, learn to swim and Kids Swim 4 Fitness will resume from 24th June.


Q: Are the make ups that were on my account when you closed still able to be used?
A: Absolutely. We have made some temporary changes to our make up policy in response to our COVID shut down as outlined below, to extend the period to take make ups and enable all of our customers the best opportunity to use any missed lessons:
• Makeup lessons for lessons missed up until 23 March 2020 – are extended until end July 2020.
• Makeup lessons for lessons missed 23 March – 31 March 2020 (ie when we were closed) – are extended until 31st March 2021.
• Makeup lessons for lessons missed from our reopening on 24 June 2020 onwards – are subject to our usual makeup policy, ie to be taken by the end of the following month.
• For customers who have chosen not to return to the program immediately upon our reopening – if you return to us any time prior to 31st January 2021, any makeups for lessons missed in March 2020 will remain on your account and be extended until 31st March 2021.


Q: When will Aquarobics resume?
A: Aquarobics will resume from Saturday 13th June, on a temporary timetable. We are currently restricted to 20 participants per class for Aquarobics, so we have added classes to the temporary timetable. Aquarobics timetable from 24/6 will be advertised closer to this date. Bookings are not required and attendance will be on a first come first served basis. Participants will be required to sign in and provide their contact phone number. Registration for each class will open one hour before the scheduled start time of each class.

Q: When will Public Swimming resume?
A: Public Swimming will resume from Saturday 13th June, on a temporary timetable at Nepean Aquatic Centre only. Public swimming timetables for both centres from 24/6 will be advertised closer to this date. Bookings are not required. Swimmers will be required to sign in and provide their contact phone number.

Q: When will Birthday Parties resume?
A: We will be in contact with all customers who currently have Birthday Party booked with us and will advertise when we are taking new bookings.


Q: What are the COVID SAFE recommendations for the Learn To Swim and Aquatic industry, and will you have all in place?
A: Yes, all recommendations will be in place, your safety is our priority.
Recommendations include:
A COVID Safe plan registered with NSW Health
Excluding any staff or customers with cold or flu like symptoms from attending
Provision of hand sanitizer
Capacity of the centre is limited to 1 person per 4sqm.
Request that only 1 parent/career attend per child
Markers on seats to demonstrate safe physical distancing
Provision of additional seating spaced appropriately
Floor markings to demonstrate safe physical distancing at reception
Restrict numbers of people who are using the amenities at any one time
Recommendation that customers shower at home wherever possible.
Increase the frequency of cleaning


Q: Are your change room facilities open?
A: Yes, however numbers are required to be limited, so we encourage you to bring your child ready for their lesson and take them home in a robe, track suit or hooded towel to shower. Alternatively, the pool deck showers will also be available.


Q: Can I still support my child and be in the water with them during a Water Babies class?
A: Absolutely, adults will maintain a 1.5m distance from the nearest adult, but are not required to distance from their child.


Q: Are your instructors allowed contact with my child in the water as usual?
A: Yes, where it is impractical for the instructor not to support your child in the water from a safety point of view the instructor may make contact. The overriding factor is our duty of care to the safety of your child while in the water.


Q: Do I need to download the COVIDSafe app?
A: We strongly encourage customers and staff to download the COVIDSafe app as per government recommendations.


Q: Can I suspend my child’s lessons and come back at a later date?
A: As per our Terms and conditions we cannot hold a booking in our program open long term, so you will need to cancel out of the program and then re enrol at a later date. Re enrolment will incur a booking fee, make ups currently on your account will be forfeited, and unfortunately we cannot guarantee that your current day, time and instructor will be available.

Q: I still have a question, how can I contact you?
A: We are open in office hours and can be reached on 4730 8900, or send us a message – http://nepeanaquaticcentre.com.au/contact/

CORONAVIRUS shutdown FAQ’S (23 MARCH 2020)

Q. Are swimming lessons still on?
A. No. We are currently temporarily closed due to government and health department guidelines. This affects all programs including Learn to Swim, Public Swimming, Aquarobics, Squads, Birthday Parties, Schools Programs and CPR and safety courses. We will contact our customers when the shutdown is nearing completion. No payments will be deducted while we are closed. Please read all information on our website, Facebook, and download our mobile app for updates.

Q. Can I keep my booking for when you reopen?
A. Yes! We are looking forward to activities resuming as much as you are. Keeping your booking will mean you retain your current day, time, centre and instructor (assuming the instructor is able to return to the same shifts currently held), allowing us all to return to our usual routines as quickly as possible.

Q. Can I get a refund?
A. Under Australian Consumer Law and our Terms and Conditions, customers are not entitled to a refund if we are forced by the government to close for a period of time. However, you can make those lessons up once we are allowed to re-open at a time that is convenient to you, and for an extended period of time as above. This also applies to private and adult lessons, and existing make up lessons on the account before we closed.

Q. Can I cancel my booking?
A. Absolutely, however we will not be deducting any payments while we are closed. Keeping your booking means you retain your spot and will not have an enrolment fee to re-enrol.
If for any reason you do wish to cancel your booking, please send an email to permanentcancel@nepeanswim.com.au.

Q. What are you doing to communicate updates to customers?
A. Updates will be via Facebook, our app, on our web site. We have not previously used email to contact customers, but if this is your preferred method of contact please email julie@nepeanswim.com.au, subject line “add me to email list” and by doing so you will be opting in to be contacted directly via email when we reopen.
If you have not followed us on Facebook, please do so here: https://www.facebook.com/NepeanAquaticCentreandEvaBorys/
If you have not yet downloaded our mobile app – please do so to receive notifications direct to your mobile. It’s easy and its free. Instructions here: http://nepeanaquaticcentre.com.au/mobile-app/

Q. Is aquarobics and public swimming still on?
A. None of our programs are currently running. All passes have been placed on hold until we resume trading.

Q. I have a birthday party booked. What happens now?
A. We will be in touch with every customer who has an upcoming party booking. Deposits are non refundable, but can be transferred to a later date.

Q. I have a CPR course booked. What happens now?
A. All CPR courses are cancelled. We will be in touch with all customers in due course to transfer their booking to a later date.

STANDARD FAQS

Q: What do I do if I can’t attend my lesson?

A: Please let us know and book a makeup lesson. There is a 70c administration charge per makeup lesson booked.


Q: Can I do a makeup lesson if I miss a class?

A: Absolutely, at a date and time that suits you. You can even use make ups for siblings providing they are in the program, and can do a makeup at either centre.


Q: Why do you charge a booking in fee?

A: Our booking in fee covers the administration cost of booking a new enrolment into our program – but the best part is the enrolment bag we give to all new starters and returning customers, with up to $182 worth of offers and discounts, so it is great value for money!


Q: Do I have to give you notice if we are cancelling out of the program?

A: Yes, please let us know in advance if possible so we don’t charge you for lessons you won’t be attending – it is very important that you let us know if you are cancelling out of the program. If you are wanting to leave the program, it is your responsibility to permanently cancel your bookings before the end of the current month. Once fees are generated you’re booked in for the new month and must pay the fees owing. Requests for permanent cancelation can be sent to permanentcancel@nepeanswim.com.au.


Q: Should I tell you if my details have changed?

A: Yes, from time to time we may need to contact you regarding your lesson booking or your account – so please let us know if any of your details change so we can update our records.

Q: I think I’ve lost my plastic membership card. Can I get another one?

A: Membership cards are required to be presented each visit. The cost of your first card is included in your booking fee. Replacement cards will be charged at $5.00 per card.


Q: What happens if my instructor is away?

A: From time to time instructors will be absent through sickness or annual leave, and we will arrange a replacement instructor for that day. All of our instructors follow our weekly lesson plans which ensures you receive the same quality swimming lesson each time you visit, with the added benefit of preparing your child for change and new faces in other learning environments. Your child might even meet their new favourite teacher!


Q: Are your staff qualified?

A: All of our learn to swim staff hold current AUSTSWIM swimming teacher qualifications as well as a current CPR certificate, and all staff have their Working With Children Check number. In addition, all staff have been trained in and follow the lesson plans that are exclusive to our centres, utilising years of swim teaching knowledge and development.


Q: Are you a registered swim school?

A: Our swim schools are AUSTSWIM and Swim Australia registered. To maintain registration we must follow operating guidelines of both peak bodies and ensure that staff qualifications remain current.


Q: Why should I enrol my child in Learn To Swim lessons?

A: Teaching your child to swim is giving them an important gift for life. Swim Australia advocate that every Australian should be taught acceptable aquatic skills in a safe and friendly environment. Swimming skills – particularly for children – are fundamental to every individual’s safety and overall development. And it’s great fun!

Swimming offers one of the best physical exercise activities for good health with minimal risk of injury, which can be continued throughout all stages of life. Physical activity has been proven to improve child development including academic performance, language and maths, fine and gross motor skills, coordination, socialisation and confidence. In the US, studies have shown that the highest academic achievement tended to be attained by members of the swimming and water polo teams.

For infants, swimming has the additional benefit of enhancing and stimulating their general development, and providing a strong bonding experience for infant and carer as they share quality time in the water.

For older children, swimming lessons are often the first structured learning environment they experience, with the social interactions with the teacher and classmates setting an important foundation for future learning.


Q: How long will it take for my child to Learn To Swim?

A: Learning to swim is a long term, ongoing process. Attending swimming lessons makes up an important part of a child’s weekly routine throughout their infant, preschool and early school years. Consistency is the key to the development and maintenance of good aquatic skills. Regular lessons all year round allow the child to practise the skills appropriate to their developmental stage and learn at their own pace. It is normal for the child to go through periods of plateau, regression and developmental leaps throughout the process, but be assured that over time constant progress is being made, building towards the attainment of the lifelong skill of proficient swimming.

A general guide to a child being a capable swimmer is when they are able to swim 400 metres with good technique, without stopping, and without becoming exhausted. This level of skill may take children individual amounts of time to reach, but it establishes a strong swimming foundation. These swimming skills should then be retained in children over 7 years of age, whereas younger children need consistent reinforcement to maintain their competency. There are then a range of aquatic sports options open to the swimmer to be enjoyed for fun, safety, health and fitness.

It is important to remember that swimming is not just another option on the list of sports and activities available to children – it is an invaluable lifesaving skill.


Q: How can I speed up my child’s progression?

A: Multiple lessons per week are a great option to fast rack your child’s swimming skills, and also come with great discounts. More information here: http://nepeanaquaticcentre.com.au/about/multiple-lessons/


Q: Should I keep my children swimming in winter?

A: Swimming lessons are not a seasonal activity, and should be maintained all year round. Remember, our pools are heated both summer and winter. Swimming lessons play a crucial part in building layers of protection near water for young children, and the skills and behaviours taught in lessons need to be reinforced all year round. Again, consistency is key. The risks posed by drowning do not go away in winter, neither should the lessons.

Additionally, children under 5 are just beginning to develop muscle memory, and need constant reinforcement to retain skills previously learnt, so a break in lessons often results in a loss of skills. Don’t let all the time and money spent on lessons previous to the cooler months go to waste.

By swimming all year round children remain confident in the water, and remember, regular exercise helps to keep the body healthy and fight off winter illnesses. Be sure to remove wet clothing, towel dry and cover wet hair, and get warm and dry before leaving the swim centre.


Q: I wasn’t happy with my lesson or the service I received. Can I talk to someone about it?

A: Absolutely. If at any stage you are not happy with your experience at one of our centres, or with any of our staff, we ask that you please let us know. Speak to a supervisor or ask to speak to a member of our management team. We will do all in our power to address your concern, but if we don’t know about a problem, we can’t fix it!

Q: Can I wear jewellery in the pools?

A: Most jewellers recommend that you avoid wearing your jewellery in chlorinated pools to prevent tarnish. Tarnish is a thin layer of corrosion on metals, resulting from a reaction to moisture, air or chemical compounds with the metal in your jewellery, which will appear as a dark discolouration to your jewellery.

Q: Can children attend Aquarobics classes?

A: Please refer to the below guide regarding Aquarobics class suitability for children.

Aqua Fun for Kids (and Parents) – class designed for both adults and children, runs in school holidays, see website for dates. No children without a parent / grandparent / adult in the water – no adults to attend the class without a child. Minimum height to participate – 120cm. If under 120cm, the child can enter the water with their parent, but must be physically supported / held by an adult in the water at all times.

Aqua Fit – Children are welcome in our Aqua Fit classes, but must be able to stand with their head above the water, must be able to swim, and be supervised by an adult in the water for the duration of the class.

Aqua Gentle – As Aqua Fit, but only in school holidays, as Aqua Gentle is run in the day when children are at school. Children who are away from school due to illness are not permitted to join this class.

Aqua Deep – Children must be high school age or older to participate, must be able to swim, and supervised by an adult in the water for the duration of the class.

Aqua Pre & Post Natal – Not suitable for children under 18, unless acting as a support person for the pre or post natal participant, and in this case must be able to swim and high school age or older.

We also have many school groups attend Aquarobics for School Sports – is this is something you are interested in please contact julie@nepeanswim.com.au.