Code of Conduct

Customer Code   

Aquahub, Aquanation and Croydon Memorial Pool 

Group Fitness

Learn to Swim

Ringwood Golf & Dorset Golf

The Rings

Maroondah Nets

Childcare

 

Maroondah Leisure is here to help you enrich your life by being active, healthy and connected to the community. To ensure your experience at any of our venues is positive, satisfying and enjoyable, please play by the rules set out in the Maroondah Leisure code of conduct.

Our Staff will apply all reasonable efforts to ensure that everyone using the facilities observes the Code of Conduct.

Maroondah Leisure will:

  • Provide open, responsive and accountable management
  • Protect community equity in assets and features
  • Provide community value and address community leisure needs
  • Ensure that the social, leisure and financial objectives of the Maroondah City Council are met
  • Ensure that the leisure facilities are operated according to all relevant laws, regulations and codes

Our pledge...

We will manage and operate our facilities in accordance with professional industry standards and Maroondah City Council guidelines.

Our expectation...

Is that everyone may enjoy their leisure experience by following this Code of Conduct.

Staff code...

Maroondah Leisure will:

  • Ensure customers are able to raise issues of concern or provide feedback
  • Make reasonable attempts to notify patrons of changes to standard operating conditions
  • Management will make all reasonable attempts to notify patrons of changes to standard operating conditions and of any special conditions required from time to time at the Facilities.
  • Not discriminate against any person or group on the basis of a protected attribute including but not limited to gender, marital status, pregnancy, parental status, nationality, sexual orientation, lawful religious or political belief
  • Ensure that decision-making processes are based on positive outcomes for the Maroondah and surrounding community.
  • Ensure that all Maroondah Leisure staff employed have an appropriate level of skills and qualification for the tasks in which they are employed
  • Observe relevant occupational health and safety requirements and promptly action any safety issues observed or reported within the facility
  • Treat everyone with courtesy, sensitivity and provide necessary and appropriate assistance.
  • Not seek to take any improper advantage or participate in any unethical behavior in the execution of their duties.
  • Will be dressed appropriately for their relevant duties and shall be identifiable to customers at all times.

Customer code... 

Maroondah City Council has provided these facilities (such as Aquahub, Aquanation and Croydon Memorial Pool) for the enjoyment of the community on a user pays basis. All persons entering the confines of the facilities are considered to be patrons of that facility and must follow the relevant code of conduct.

On entry to all Maroondah Leisure Facilities, all patrons must first report to reception or self scan (where applicable).

All health practitioners accessing Aquanation or Aquahub must pay an entry fee for the area they are access (for example, a physio accompanying a patron to the gym needs to pay the casual gym entry.

If a health practitioner or carer is requesting free access to the venue, all Council leisure facilities use the nationally recognised Companion Card http://www.companioncard.org.au/or Carers Card https://www.carersvictoria.org.au/advice/work-finance/carer-companion-cards#Section2 to confirm eligibility for complementary access for carers/support staff.  This card must be presented to gain complementary access to the venue.

Please note, we allow multiple support people on one Companion Card or We Care card (for example, a Carer and a physio can enter for free with a client who holds either card).

Management have the right to refuse admittance, evict persons from the premises and/or suspend or cancel memberships and/or patron access where breaches of the code of conduct, local laws, regulations and/or acts occur. There will be no refund of fees and/or subscriptions where such action is taken.

Where breaches of law occur, the matter will be immediately passed on to the police or relevant authority.

Any refunds for goods and/or services will be at the discretion of the Facility Manager.

Management reserves the right to alter access to or close the whole or any part of the facility, alter programs and/or program content, as required.

Exclusive hire of any facility or any portion of the facility is only available subject to terms and conditions and the completion of an appropriate hire agreement.

Patrons are required to observe all relevant local laws and regulations of the Maroondah City Council and those of all other authorised regulating authorities when at the facility.

Patrons using these facilities do so at their own risk and acknowledge that no liability attaches to Council for any loss and/or injury they may sustain.

People who owe any monies to a facility may be refused access to any Maroondah Leisure Facility.

The following specific behaviours are deemed to be unacceptable in any Maroondah Leisure Facility and will attract appropriate action from the facility Management. This list is not exhaustive, and Management may take action in any instance where it believes any particular behaviour is not in the best interest of the majority of patrons.

  • Verbal and/or physical abuse of patrons and/or staff
  • Abuse or wilful damage of the facilities, amenities, fixtures and/or fittings
  • Loud, abusive, offensive or anti-social behaviour and/or language
  • Failure to observe a reasonable direction of an authorised staff member
  • Failure to observe special operating conditions of the day, as communicated by the Management
  • Theft from the facility and/or other patrons of the facility
  • Erection of signage and/or unauthorised sponsor hoardings without the prior written consent of the Manager
  • Anyone affected by alcohol and/or drugs or with alcohol and/or drugs in their possession
  • Smoking in any building and/or around any of the facilities
  • Deliberate littering of the facility and/or the surrounds
  • Hawking and/or providing goods and/or services within the facility or its surrounds without the prior written consent of the Manager. Note: This includes personal training and coaching activities.  Some facilities offer licence agreements to qualified individuals wishing to provide these services
  • Photographing or filming any other person without prior consent
  • Inadequate and/or inappropriate supervision of children attending the facilities (note aquatic facilities operate under Watch Around Water guidelines)
  • Canvassing and/or petitioning involuntary opinion from other facility users, other than by use of the prescribed customer feedback processes, without the prior consent of Management
  • Where goods and/or services are paid for by cheque or EFTPOS transaction, any subsequent rejection of the transaction, including any additional bank fees levied, will be paid by the customer
  • Where concession rates are to be claimed the customer must first produce the appropriate identification for the concession being claimed
  • All people must follow prescribed booking conditions
  • Customers must report all accidents and/or incidents requiring first aid to reception as soon as possible

Conduct for our venues

The following is a guide to the specific conduct requirements that apply at individual Maroondah Leisure venues. When the customer participates in an activity at these facilities the specific codes will apply in conjunction with the general code of conduct.

Aquahub, Aquanation and Croydon Memorial Pool

Aquatic facilities

Maroondah Leisure is an accredited Watch around the Water facility. In all areas, children under the age of 10 years must be actively supervised by a responsible adult or guardian 16 years and over at all times.  This does not include children during a booked crèche or occasional care session.

Children under the age of 5 years must be accompanied in the water and within arm’s reach of an adult or guardian 16 years and over at all times.  All children under the age of 10 years must be actively supervised by a responsible adult aged over 16 years, always.  Active supervision means the responsible person is directly watching children in their care and can provide immediate assistance if required.  This does not mean reading a book or using an electronic device and glancing up occasionally, it means having children constantly within sight and nearby.

 Aquatic users should not:

  • Use aqua mats, including standing, running or jumping from them. (unless part of the Aquatic Education program)
  • No Mermaid tails
  • No breath holds
  • Running around the pool area
  • Throw or use balls in or around the pools (soft/beach balls may be used at the discretion of centre management)
  • Touch or alter the backstroke flags
  • Dive, back flip or bomb into the water (diving is permitted in the Aquanation dive pool/ Competition pool). 
  • Bring glass or ceramic items into the aquatic areas.
  • Smoke, or consume alcohol or drugs

 While in the venue, Aquatic users should adhere to the following guidelines:

  • Showering before entering the pool facilities
  • Follow lane etiquette – keep left, patrons must swim reasonably continuously and in the relevant lane (i.e. don't use flippers in a slow lane)
  • Please don't stop half way along the lane
  • Infants and children that are not toilet trained need to wear swim nappies
  • All patrons must be suitably attired - no g-strings, underwear or see-through garments.  Staff will provide further clarity surrounding attire suitability and socially acceptable attire

 Use of Swimtag:

  • Swimtag is a great way to keep yourself motivated and engaged in lap swimming
  • Maroondah Leisure members with aquatic access have the use of Swimtag included in their membership.
  • A replacement fee will be incurred, if a Swimtag device is lost or damaged 

 

Warm Water Pool

Guests must be 16 years or older to access the warm water pool, with the exception of participants in aquatic education classes, or where a letter from a medical practitioner has been provided. 

Children under the age of 16 years are only allowed to access the WWP under the following conditions:

  1. Those in Aquahub/Aquanation approved programs in the warm water pool (e.g.) aquatic education;
  2. Those undertaking specific injury rehabilitation exercises that require a hot pool.  A letter from a doctor or allied health professional outlining the reasons for aquatic therapy is required to be provided to staff prior to attending Aquahub/ Aquanation to undertake the rehabilitation exercises;
  3. Those with a disability that require a hot water pool. A letter from a doctor or allied health professional outlining the reasons for aquatic therapy is required to be provided to staff prior to attending Aquahub to undertake the aquatic therapy;

Spa and Sauna

Access to this area is provided under the following conditions:

  1. People must be over the age of 12;
  2. This area incurs an additional charge and a wristband must be worn at all times;
  3. In the sauna patrons must sit on a towel, not pour water over the element or lie down.

Dry facilities and Stadium

Children aged less than 10 years, not participating in activities, are not permitted in the venue unless supervised by a responsible adult 16 years and over, who is not participating in an activity.

Learn to Swim program

It is our expectation that all children attending a Maroondah Leisure Learn to Swim program abide by the watch around water policy.  Whilst the parent/carer transfers the duty of care of the child to the teacher, it is also our expectation that the parent/guardian is fully available during the lesson time.

This serves 2 purposes - firstly to educate the parent on appropriate supervision within our facilities, and secondly to ensure child safety is foremost at all times.

A responsible parent/carer who is available in case of first aid, emergency or for any other personal need is extremely beneficial and an engaged parent/guardian who supports their child's learning is extremely valuable to the child's' Aquatic development.

To facilitate the above, we ask parents to actively watch the lesson and should not leave or be in other parts of the venue (including use of the aquatic facility).

 

Gym & Group Fitness Classes 

 

Children under the age of 12 are not allowed into the gymnasium or group fitness classes.

Children aged between 12 to 15 years must be accompanied and under the supervision of a parent or guardian.  The use of all cardio equipment is permitted, however lifting of free weights or the use of resistance-training equipment is only permitted if a program has been designed by one of our instructors. Instructors will use their professional opinion on whether weights should be used in each individual program.  BODYPUMP is not permitted (except classes during Teen Gym hours; Monday to Friday 3:30pm - 5:30pm). 

  • Due to Health regulations it is compulsory to bring a hand towel for all workouts. No towel - No work out;
  • Appropriate attire must be worn at all times, including footwear (no bare feet, thongs or clogs);
  • With the exception of water bottles, food and drinks are prohibited from all areas;
  • When using free weights, please ensure that weights are placed (not dropped) onto the floor;
  • All barbells and dumbbells must have collars fitted whilst in use;
  • All free weights, mats and gym equipment must be returned to the appropriate racks after use;
  • Entry to group fitness classes will not be granted where the participant arrives after the commencement of the class;

 

Ringwood Golf & Dorset Golf

 

Maroondah Council accepts no liability for errant/wayward shots or for any damage caused by such shots. Any damage caused by playing of golf at a Maroondah Leisure venue is your responsibility. All golfers are therefore advised to take particular care with their shots, so as to avoid injury to other people and/or property, both within and outside the course

Children under 11 years of age must be accompanied by a responsible adult over the age of 16.

All players must report to the golf shop 10 minutes prior to scheduled booking and commencement of their round.

All golfers should understand the etiquette and general conventions of the game of golf.

Neat casual and socially acceptable attire is required. No thongs, bare feet, sandals or raised heels. No ripped, damaged, skimpy or brief garments that allow socially unacceptable exposure. No garments that display offensive language or images.

Golfers are required to observe any special conditions of play, all safety warnings and any other notices posted by the facility management.

Golfers must give way to maintenance staff at all times whilst on the golf course.

Golfers are expected to take all reasonable care to ensure their own safety and the safety of others on the course. 

The maximum number of players in any one group is four. Individuals and couples may be asked to join groups to make up a group of four players.

Each player on the course shall play from his/her own set of clubs. Sharing of clubs between pairs is not an accepted practice.

Slow Play - Where a group falls one hole behind the next group they may be asked to let following groups play through. Repeated occurrence of slow play may incur further penalty.

All rounds must commence from the first tee unless otherwise authorised by the golf shop staff.

Deliberately hitting the wrong way up all adjacent fairways is considered a dangerous practice and is not an acceptable behaviour. 

Deliberately hitting up on the next group or intimidating other players is also not acceptable behaviour.

Practice on the course is restricted to designated areas only, unless under the direct supervision of the Golf Professional.  The practice fairway may only be used under the supervision of the Golf Professional.

All golf buggies are required to be fitted with “wet slix” type wide tyres during periods of wet weather. Buggies must not be taken on any greens or tees.

All golfers are expected to make repair to any divot, pitch mark or other damage caused by them to any playing surface. Bunkers must be raked after use.

A Drivers Licence or appropriate identification is required prior to the hire of any golf course equipment. Where that equipment is damaged or lost, the golfer will incur a fee to cover the repair / replacement of that equipment.

 

The Rings and Maroondah Nets

 

In all areas, children under the age of 10 years must be supervised by a responsible  person 16 years and over at all times.  This does not include children booked into a child care session or holiday program.

Competition players are encouraged to use child care facilities where available

Please wear non-marking shoes on all playing areas.

Basketball, netball and volleyball competitions are governed in accordance with by-laws and codes of conduct set by the relevant affiliated associations

Any verbal and/or physical abuse towards venue staff, referees, umpires and competition supervisors will not be tolerated.  Offenders may be reported and/or ejected from the venue.

Any cancellation requires 14 days notice or normal fees will apply.

Paid in full (term based) program bookings require full payment upon enrolment

A refund or credit may be issued at the discretion of management subject to the following conditions:

  • A medical certificate is presented
  • The program is cancelled
  • The Rings and Maroondah Nets administration are notified of the pending absence a minimum of 7 days prior to the commencement of the program

Refunds or ‘make up sessions’ will not be offered due to inability to attend

 

Childcare

 

Children aged 6 weeks to 12 years can be cared for in our Childcare facilities.  Childcare requires a fully completed enrolment form for each child attending and this needs to be updated when information changes.

  • All Childcare bookings are to be made through customer service and payment is required on booking
  • Bookings can be made 7 days in advance
  • Parents who wish to cancel a booking need to notify customer service by 9:00pm the day before or a medical certificate needs to be provided for a credit to be issued
  • Parents are required to sign children in on arrival and sign them out when departing the Childcare facility
  • Children attending Childcare need to have all their belongings labelled and need to bring a sunhat, a healthy snack & drink, nappies & wipes and spare clothes
  • No products containing nuts are to be brought into Childcare
  • Children who are not immunised are excluded from the Childcare when there is a case of an infectious disease
  • Children are not permitted to attend Childcare if they are unwell or have any infectious diseases, as outlined in the Public Health and Wellbeing Regulations
  • Parents need to ensure all medication is named and handed to Childcare Educators

Please refer to our Childcare policies & procedures for more detailed information pertaining to the Childcare, a copy of this is on the sign in table in the Creche.