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Frequently Asked Questions

Customer Portal
  • How can I book a makeup lesson?

    To utilise your token and book in a make-up lesson, log into the customer portal, click on ‘Account’, click on ‘Makeups’ of the swimmer you would like to book in the lesson. Under Current Location Token you will see the token, when it was issued, its expiry date. Click on ‘Use Token’, request date for the lesson and submit the request.

    Please note available classes from 1 to 3 days out will only show up. If you are having trouble finding a suitable time and day please speak to our customer service team.

    Our make-up system relies on others reporting their absence so you can fill their spot so please ensure you report your absence as early as possible. Also note that our make-up classes are not guaranteed and expire with 4 weeks from date of issue and you will only be issued with a token if you report your absence at least 1 hour prior to the commencement of the lesson and you have not been issued one already in the month.

  • How do I re-enrol?

    The quickest and easiest way to re-enrol is through our customer portal. If you want to keep your current time and day into the following term then all you need to do is pay online for the upcoming term before the due date. It’s that easy.
    If you need to change your current time and day for the following term then you will need to transfer your current booking. The transfer button is located in the student enrolment. Please note that during re-enrolment students are changing classes on a regular basis so please ensure you continue to check availabilities if at first your preferred option is not available.

    If you need any assistance with this process please speak to our customer service team.

  • How to report an absence from a lesson?

    If you cannot attend a lesson, log in to the customer portal, and follow the prompts:

    • Click on ‘Account’
    • Click into ‘Future Absence’ for the child that will be missing their lesson,
    • Click ‘Record a future absence’
    • Click no to the question will absence span over multiple days?
    • Add in the date of your absence from the lesson
    • If multiple enrolments click on the lesson of the reported absence
    • Leave a comment if you wish
    • Press submit
  • Why should I download the Customer Portal App?

    The App is a quick and convenient way to access our customer portal. It gives you access to your child’s skill progression and level, as well as allows you to make payments, record upcoming absences and book make-up lessons using “make-up tokens” anytime of the day. The App will also alert you to events and important information via notifications and it displays your family and unique swimmer QR code that can be scanned for centre access if you are swimming at Aqualink Box Hill.  Utilising the QR code via the App to gain centre entry is a great way to help reduce your carbon footprint as it replaces the plastic access cards.

Learn To Dive
  • When can I re-enrol?

    If you or your child are currently enrolled with us you have priority re-enrollment, which means you are able to re-enrol for the next term ahead of the public. This two-week period commences three weeks prior to the end of term. During this time, you can change class times and secure your spot with payment via your account on the online Customer Portal or through reception. Full payment this period is required to hold your current time and day in our program.

  • How many children are in each dive lesson?

    Learn to Dive

    • Learn to Dive has a maximum of 7 students per class
  • Can we join at any point in the term?

    Yes, you can book in at any time during the term (subject to availability). Your fees will be pro-rated as you only pay for the lessons from time of booking until end of term.

  • How can we contact you?

    Our telephone number is (03) 8899 6323.

    You can also email us aqualink@surreypark.org.au for enquiries related to swimming at Aqualink Box Hill, or drop by our desk in the foyer. Alternatively, for enquiries related to swimming at our Blackburn centre email us at blackburn@surreypark.org.au or drop by our desk to speak with us in person.

  • What happens if we miss a class?

    It is important to advise us at least an hour before the class if you are going to be absent.  The best way to do this is through the customer portal.  You can also call and leave a message or send us an email.  Provided we have been notified of the absence at least one hour before the class you will be issued with a makeup token which is valid for one month.  This means you can book a makeup lesson (subject to availability and not guaranteed) at a different day and time.  Only one makeup token can be issued each month. 

    The exception is where a student has an ongoing medical condition with a medical certificate.  We can issue additional makeup tokens in this instance.

Learn To Swim
  • How many children are in each lesson?

    Learn to Swim – The maximum capacity of our classes is level dependant. The relationship between your child and our teachers is imperative therefore we ensure our class sizes reflect this ethos.

    • Infant classes are capped at 6 excluding the parents in the water.
    • Level 1 there are a maximum of 4 students per class
    • Level 2 there are a maximum of 4 – 5 students per class dependant on centre and time of lesson
    • Levels 4 – 5 there are a maximum of 5 students per class.
    • Levels 6 – 7 there are a maximum of 6 students per class
    • Level 8 (Development Squad) varies each session dependant on lane availability.
  • What age do adult lessons commence from?

    You need to be 18 years and older to enrol in adult learn to swim lessons

  • Do you run Special Development Clinics?

    During the school holidays our Club Coaches run special Clinics open to swimmers in level 8/Development Squad. These provide an opportunity for swimmers to further refine their skills and technique, training tips and also experience of what is beyond Development Squad.

  • When can I re-enrol?

    If you or your child are currently enrolled with us you have priority re-enrollment, which means you are able to re-enrol for the next term ahead of the public. This two-week period commences three weeks prior to the end of term. During this time, you can change class times and secure your spot with payment via your account on the online Customer Portal or through reception. Full payment this period is required to hold your current time and day in our program.

  • How does my child get into competitive swimming?

    After completing Level 8 (Development Squad) swimmers progress into Junior Squad, the first level in the Club Squad program. They also join the swim club and have the opportunity to compete in Club and District level competitions.

  • What’s the average time for my child to spend in each level?

    The average time a child spends in each level is approximately 12 months. It really depends on the child. If they attend multiple lesson’s, practice during the week, or attend a school holiday program, it is possible to progress at a faster rate.  After 12 months, if your child still has not moved up we can look at alternate solutions such as an extra free weekly lesson until they move up into the next level.

  • How long will my child spend in their level?

    Level progression varies significantly between students and depends on factors such as attendance, out of class practice and the skill requirements of the level. Some students may remain in certain levels for longer if they find a skill particularly tricky. The lead instructor will monitor students’ progress and seek to address any ongoing difficulties your child may be having. Please ensure you speak to them at any time if you have any concerns or would like feedback.

  • Who do I speak to for feedback on my child’s swimming?

    Our lead instructors who can be seen in bright red polos on pool deck are the best people to approach if you have any questions, concerns or require feedback in regards to your child’s swimming lesson. Please feel free to approach them at any time.

  • How will I know when it’s time for my child to move up?

    Once your child has achieved the 10 criteria skills in order to move up to the next level, our lead instructor will let you know they are able to advance. You will then need to visit reception to amend your child’s booking and find a new class time and/or day that suits you.

  • How many levels are there in your learn to swim program?

    There are 8 Learn to Swim levels with the option to progress beyond the swim school to club squads with Surrey Park Swim Club.

  • Can we join at any point in the term?

    Yes, you can book in at any time during the term (subject to availability). Your fees will be pro-rated as you only pay for the lessons from time of booking until end of term.

  • How can we contact you?

    Our telephone number is (03) 8899 6323.

    You can also email us aqualink@surreypark.org.au for enquiries related to swimming at Aqualink Box Hill, or drop by our desk in the foyer. Alternatively, for enquiries related to swimming at our Blackburn centre email us at blackburn@surreypark.org.au or drop by our desk to speak with us in person.

  • How long will it take for my child to learn how to swim?

    Level progression varies significantly between students and depends on factors such as attendance, out of class practice and the skill requirements of the level. Some students may remain in certain levels for longer if they find a skill particularly tricky. The lead instructor will monitor students’ progress and seek to address any ongoing difficulties your child may be having.

  • What happens if we miss a class?

    It is important to advise us at least an hour before the class if you are going to be absent.  The best way to do this is through the customer portal.  You can also call and leave a message or send us an email.  Provided we have been notified of the absence at least one hour before the class you will be issued with a makeup token which is valid for one month.  This means you can book a makeup lesson (subject to availability and not guaranteed) at a different day and time.  Only one makeup token can be issued each month. 

    The exception is where a student has an ongoing medical condition with a medical certificate.  We can issue additional makeup tokens in this instance.

  • Do I need to stay and watch my child?

    Yes, we follow the Watch Around Water guidelines.  Children must be actively supervised by an adult. 

    At Aqualink Box Hill:
    Children under 5 years need to wear a pink band whilst in the Centre and a parent must be within arms reach.  When they are in the pool with the Instructor a parent must remain by the side of the pool at all times. 

    Children aged 5 to 9 years need to wear a yellow band whilst in the centre.  Parents must remain in the centre and be in arms reach.

  • At what age can a child swim without parents?

    Children commence lessons without a parent in the water from the age of 3. They enter our Pre Level 1 classes which is the beginner level of our 8 level progressive program.

  • At what age can my child start lessons?

    Children can commence lessons at six months of age with a parent in the water. From 3 years of age children learn to swim independently.

  • Can you swim before or after your lesson?

    At our Aqualink Box Hill location students can access the centre prior to their lesson and stay after their class free of charge.

    Our Middleborough Road Blackburn location is purpose built for swimming lessons only.  It is not possible to enter the pool early or stay in the pool after the class.

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