Your new swim times are on the swimming invoice that has been sent to your email addresses (if you haven't received it check your junk and if it's still not there, get in touch and we'll sort it out). If you are on direct debit, you can disregard the balance on the invoice but there’s good info on the email itself about the new season and your swim time is on the invoice itself.
Frequently asked questions about the new season set up.
Q – What?? My time has changed!! How rude / inconvenient / awesome, my new time is better!
A – Sorry / sorry / you’re welcome. We often need to jig around classes at the beginning of a term to facilitate families requiring consecutive lessons and kindy kids moving into our afternoon program and all of our kindy kids LEAVING the morning program. If your new time is completely unmanageable get in touch and we’ll do some jenga magic to find something that works. This is an unavoidable side effect of continuing to have ONE lesson in the pool at a time, we will never change that.
Q – My child has two swim times / no swim times / weird swim times.
A – More than likely a Tanya Admin error. Get in touch and we’ll sort you out.
Q – My children don’t have consecutive lessons.
A – Please see answer to previous question OR if one child is school aged and the other in younger school aged children swim after 3.30pm Monday to Friday and younger children swim during the day.
Q – My child is in a new swim level.
A – Congratulations! Your child is doing well and is progressing. If you’re concerned that the upwards move is a mistake or your child may not feel confident please let us know and we’ll make a decision about it together. These are our progress levels. Baby to 3, Water Independence, Emerging Stroke, YOBO Stroke development (You Only Breathe Once) and H2Go Stroke Development.
Q - Why are make ups not available for the first fortnight?
A – We want to settle swimmers into their regular spots with their regular swimming pals. Make ups put a spanner in the works in the first couple of weeks of season. If you can’t make a lesson during the first two weeks notify an Unable to Attend through the portal like normal and you have until the end of May to make up your missed classes. Make ups will enabled from 5th Feb.
Q- There is a balance from last season that is still on my account.
A – If a direct debit failed the balance will appear as a balance brought forward. Robin has attempted contact with everyone who has an existing balance. Please make arrangements for any outstanding debts from last season to be rectified before the end of January. Let us know if there’s been a reconciliation error.
Q – (Let’s pretend it’s 22nd January) Where are my make ups? They have disappeared!
A – Make ups expire at the end of season. I appreciate this can be disappointing. Our make-up policy is comparatively quite generous. Most school require a make up to be completed within a week or calendar month. We’re happy to give you the season to book in and appreciate that sometimes a makeup isn’t available when it’s convenient for you to attend which is why we’re happy to give you the season to complete them.
I’m sure there are other questions that may be asked frequently. Let us know if you have any questions not answered here.
Tanya and the team,