FREQUENTLY

ASKEDQUESTIONS

Welcome to our FAQ page! We have gathered the questions we most commonly receive from parents and students to help you navigate your swimming journey with us. If you have a question that is not addressed here, do not hesitate to get in touch. We are always happy to help.

ONLINEPORTAL

Logan Swim School utilises the same online portal as Logan Leisure Centres. 

Follow these steps to simply enrol online.

  1. Click the enrol button.
  2. Click join now.
  3. Select your preferred location.  Either Beenleigh Aquatic Centre or Logan North Aquatic Centre.
  4. Click Create Free Guest Account.
  5. Enter all your personal details to finalise the creation of your account.

  1. Go to the set your password page on the online portal.
  2. Enter the email address associated with your Logan Leisure Centres/Logan Swim School account and click submit.
  3. Follow the instructions in the email you receive to set a password for your account.
  4. If you do not receive an email, first check you spam and junk. If you still didn’t receive an email, please contact us to check the email address associated with your account.

  1. Access the online portal and log in using your username and password.
  2. Select ‘Account‘ and choose ‘Edit Profile’.
  3. Edit details as required.
  4. Select ‘Save Changes’ at the bottom of the page.

  1. Access the online portal and log in using your username and password.
  2. Select ‘Account’.
  3. Select ‘Payment settings’ and chose the relevant members name from the drop-down list.
  4. Select ‘Add new payment method’ and update as required.

  1. Access the online portal and log in using your username and password.
  2. Select ‘Account’.
  3. Select ‘Payments’ and check the box next to the payment/s you wish to make.
  4. Select ‘Pay ’and enter your payment details.
SWIMMINGLESSONS

We offer a range of classes to suit everyone of all ages, from complete beginners to advanced swimmers.

Most classes last for 30 minutes, with additional time allocated for entering and exiting the pool safely.  To check durations for specific lessons, check out the programs page.

For the well-being of all patrons and to uphold the highest standards of water quality, we kindly request that children with long hair wear swim caps. Goggles are also highly recommended, particularly for children who may have difficulty putting their eyes in the water. Swim caps and goggles are conveniently available for purchase at our swim shop. Please note, for health reasons we are unable to offer ‘loan’ goggles or equipment.

All students under the age of 3, and any child who is not yet toilet trained, must wear a swim nappy.  Swim nappies are available for purchase from reception.

Parents or caregivers are encouraged to wear rash vests in the water to facilitate their child’s independence. This allows the child to grab onto the shirt instead of relying on the parent to lift and hold them constantly.

Streetwear or casual clothing, such as cotton t-shirts and shorts, are not allowed in the pool.

Swimwear, including nappies, are not removed on the pool deck at any time.

Swimmers at the Transition, Turtles, and Seals levels should also bring a water bottle, goggles and specific equipment such as kickboards, pull buoys, and flippers.

Direct Debit Fees & Charges

  • 1 weekly lesson – $19 per week
  • 2 weekly lessons – $18 per week
  • 3 weekly lessons – $17 per week
  • 4 weekly lessons – $16 per week

T&Cs Apply*

Upfront Fees & Charges

  • $20 per lesson sold in 10 lesson packs – $200 per pack.

T&Cs Apply*

Logan City Council adheres to the Royal Life Saving Keep Watch @ Public Pool Program.

For Infants & Toddler Swimming Lessons, which cater to children aged 4 months to 4 years, parental or guardian participation in the water is mandatory.

For all students from 5 years to 12 years old, parents and caregivers must remain seated by the poolside while their child attends their lesson and remains within the facility.

Children aged 5 years and under must be closely supervised at all times during their attendance and must remain within arm’s reach of a caregiver while in the water outside of class.

Parent/Guardians are also responsible for taking your child to the bathroom during the lesson if required and must be poolside at the conclusion of their lesson.

Children not participating in classes should refrain from disrupting or disturbing other patrons or classes.

All equipment and facilities are used at your own risk.

Children are not permitted to enter class teaching areas, whether in use or not, before or after their class.

Feel free to reach out to us via phone or email us at swimschool@logan.qld.gov.au.

Logan North Aquatic Centre – (07) 3541 6151

Mon-Fri 5:30am – 8:00pm

Saturday 7:00am – 5:00pm

Sunday 8:00am – 5:00pm

 

Beenleigh Aquatic Centre – (07) 2803 4102

Mon-Fri 6:00am – 7:00pm

Saturday 7:00am – 5:00pm

Sunday 8:00am – 5:00pm

All new students over the age of 4 must undergo an assessment prior to enrolling into a class. Students will be assigned a skill/class level based on this assessment.

No assessment required for children 4 years and under.

It is imperative that Logan Swim Centre is informed PRIOR to an assessment or allocation of a class if a swimmer has any special needs, including but not limited to, behavioural, medical or learning, so we may cater to these needs.

Stay informed about your children’s skill development and keep track of their progress via our online portal. Our Pool Deck Officers assess and mark students’ skills on a weekly basis, providing live updates accessible through the portal. Once your child has mastered all required skills, you’ll receive a notification allowing you to seamlessly transition their enrolment to the next level.

Take advantage of our School Holiday Programs to offer your children extra practice opportunities on the skills they haven’t yet mastered.

Although we strive to maintain a consistent instructor for your child’s lessons, it can’t be guaranteed.  If the regular instructor is unavailable, a substitute will be arranged.

Upon enrolment, you will be registered for an active ongoing booking.  We will secure your ongoing chosen class day(s) and time(s) until you inform us of your intention to cancel. For instructions on how to proceed with a class cancellation, please consult the ‘Cancellations’ section provided below.

We do not hold places or accept part payments.

Logan Swim School reserves the right to consolidate classes with low numbers. At least one week’s notice will be provided of the change, and we will do our best to find a suitable alternative class.

Logan Swim School does not guarantee teacher requests. Teacher schedules may change at any time.

Every student will receive a swipe card for contactless access to our centers. It is mandatory to swipe these cards upon entry for EACH swimming class. This ensures that we can accurately record the attendance of visitors to our venue and maintain a precise log of your family’s attendance in our systems.

In case of severe weather conditions, such as electrical storms, our outdoor Transition/Turtle/Seal, and Squad Lessons will be canceled. Whenever feasible, we may relocate lessons indoors, depending on lane availability. While our reception staff will make efforts to directly notify customers of any canceled lessons, it is advisable to contact the facility or check Logan Swim School’s Facebook page for updates when extreme weather is anticipated.

The SwimStart initiative is a voucher program introduced by the Queensland government to bolster learn-to-swim endeavors for children aged 0 to 4 years.

During open rounds, parents, caregivers, or guardians have the opportunity to request a voucher valued up to $150 for their child. This voucher can be applied toward swimming lessons offered by a certified SwimStart activity provider.

Click here to check eligibility or apply for a voucher.

All Logan Swim School facilities are registered providers with SwimStart.

Please note:

SwimStart activity providers cannot accept FairPlay vouchers, and conversely, FairPlay activity providers cannot accommodate SwimStart vouchers.

Each child is entitled to only one voucher per fiscal year. The voucher number is unique and can be redeemed only once.

Key Dates:

  • November 7, 2023: Commencement of SwimStart round 1 voucher applications.
  • May 1, 2024: Closure of round 1 voucher applications.
  • May 29, 2024: Final day for round 1 vouchers to be submitted to an activity provider.
  • June 12, 2024: Ultimate day for round 1 vouchers to be redeemed by an activity provider.

Eligibility Criteria:

  • Must be a resident of Queensland.
  • Child’s age falls between 0 and 4 years.
  • Child has not previously received a voucher within the current fiscal year.
  • Holds a valid Services Australia Health Care or Pensioner Concession Card.
  • Possesses a Medicare card with the child’s name listed.

Steps for Parents to Redeem:

Vouchers can be applied toward ongoing Logan Swim School enrolments. Should the fees exceed $150, customers are responsible for covering the difference.

Please present or email the voucher to the SwimStart activity provider when enroling your child in lessons. Alternatively, present the voucher at your next lesson if your child is already enrolled with Logan Swim School.

The voucher must be utilized prior to its expiration date.

New customers are encouraged to partake in a complimentary trial session with us initially to gauge their proficiency level.

At Logan Swim School, we provide a 30-day freeze option for our Direct Debit customers, allowing for two fortnightly direct-debit payments to be suspended within a 12-month period. Customers are required to freeze their accounts in two consecutive two-week blocks, with a minimum notice period of 7 days for the freeze to take effect.

This flexibility can accommodate holidays, illnesses, or the need for a short break. To request a freeze, please complete the online form.

If you need to take a longer break or have a medical reason and can’t attend lessons, please contact us directly.

Direct Debit payment cancellations require a notice of two weeks prior to the end of the month or the scheduled Direct Debit date. No paid fees are refundable.

If two consecutive classes are missed and there has been no communication from the family, Logan Swim School reserves the right to cancel the membership and you will not be entitled to a refund.

We reserve the right to cancel your enrolment if you do not follow the set policies or if you or your children conduct themselves inappropriately at Logan Swim School.

Please talk to reception to cancel your enrolment.

Logan Swim School does not offer make-up lessons.

Swimming fees are payable fortnightly via our simple direct debit system.  Payment details can be managed through the online portal.

Memberships and lessons are NOT transferable nor refundable to other people including family members and cannot be credited.

DIRECTDEBIT

Families make a single payment every fortnight, covering all family members. The $0.44 bank transaction fee is applicable once per family per payment. For families using credit cards for payments, the transaction incurs a fee of $0.39 along with an additional charge of 1.54% for Visa/MasterCard and 3.30% for AMEX, based on the transaction value.

The transaction will show on your bank account as “CITY OF LOGAN.”

If you are starting mid-fortnight any initial pro-rata payments for classes must be made prior to, or at the start of your first perpetually booked class. All future class payments will be processed via direct debit from your credit card or bank account. Fortnightly debit dates are highlighted on our ‘Logan Swim School Calendar’ available at reception. Payments will be deducted from your nominated card or bank account at the same time and day each week until you request a change. You can easily adjust your enrolment via the online portal or by contacting the centre directly.

No, all direct debit payments are scheduled to be processed biweekly, occurring every second Thursday.

When transitioning from one class to another, your previous class concludes at the end of one week, and your new class commences at the beginning of the following week. Your current fortnightly payment encompasses any adjustments to class days/times. Changes to your payments only occur when additional classes are added to your enrolments.

Yes. All payments are handled by Payrix Australia, previously known as IntegraPay Australia. Payrix’s proprietary card vault ensures that all data is tokenised, stored and processed within a secure network. Having achieved the highest level of compliance under the Payment Card Industry Data Security Standard (PCI DSS), you can be assured that your data is secure.

The fee for a missed payment, also known as the dishonoured payment fee, is $10. You will also receive an email notification from the Client Portal regarding the missed payment, and any outstanding fees can be settled through the Client Portal. If two consecutive payments are missed, the enrolment will be automatically cancelled.

The fortnightly class fees are determined by your bookings, encompassing the program your child is enrolled in, any applicable discounts, and credits. In your portal, you’ll find the fortnightly charge for each of your children clearly listed.

POLICES&PROCEDURES

Logan Swim School maintains a strict zero-tolerance policy towards rude or disrespectful behavior, aligning with our commitment to child-centered services. In the event of such behavior, we reserve the right to refuse entry or terminate services, with written notice provided as appropriate.

Please inform us of any pre-existing injuries or health concerns your child may have.

Ensure constant supervision of your children, including being present at the centre while they’re in the pool.

Food and glass containers are not permitted in the pool area.

Please take responsibility for your personal belongings.

Any belongings left at Logan Swim School will be placed in the ‘lost property’ area and may be periodically donated to charity.

Yes, all our instructors are certified by recognised bodies in swimming education and have undergone rigorous training, including first aid and CPR.  They are all current Blue Card holders.

Safety is our top priority. Our pools are regularly cleaned and maintained, and lifeguards are always on duty during class hours. Additionally, the instructor-to-student ratio is designed to ensure individual attention and safety.

At Logan Swim School, we uphold a Camera and Photo Policy to ensure the privacy and safety of all individuals present within our premises. This policy outlines guidelines regarding the use of cameras, photography, and recording devices during lessons and activities.

We kindly request that all visitors and participants adhere to the following guidelines:

  • Prior Approval: Please seek approval from our staff before using any cameras, including mobile devices, for photography or recording purposes within our facility.
  • Respect Privacy: Respect the privacy of other individuals by refraining from capturing their images or recordings without their explicit consent.
  • Focus on Safety: Ensure that the use of cameras or recording devices does not compromise the safety or concentration of participants or staff during lessons or activities.
  • Child Protection: Exercise discretion when photographing or recording children, ensuring that any images captured are solely of your own children. Under NO circumstances are cameras or mobile phones to be used in change room areas or showers.

For training, marketing or promotional purposes, Logan Swim School may capture photos and video of you and your children.

When you register via the online portal, you will be prompted to sign a waiver consenting to photography. Rest assured; we will always inform you when capturing images. If you have opted out of the waiver, we will refrain from capturing photos of you and your children.

By engaging in our services and visiting our Swim School, you agree to have your and your little ones’ imagery captured, with Logan Swim School retaining all rights to this imagery.

QUESTIONNOTANSWERED?

CONTACTUSHERE

Still have a question that is not answered here? Contact us directly, and we will be more than happy to assist you. Thank you for choosing Logan Swim School!

Two mums each hold their babies floating on the water