Code of Conduct

Customer Code   

Aquahub, Aquanation and Croydon Memorial Pool 

Group Fitness

Learn to Swim

Ringwood Golf and Dorset Golf

The Rings

 

Maroondah Leisure will endeavour to ensure that your experience at each of our facilities is positive, satisfying and enjoyable.

Our staff will take 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 our leisure venues are operated according to all relevant laws, regulations and codes

 

Our pledge...

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

Our expectation...

Is that everyone may enjoy their Maroondah 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 wll make all reasonable attempts to notify patrons of changes to stadard 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 behaviour 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 sporting, aquatic and leisure venues for the enjoyment of the community on a user pays basis. All persons entering a Maroondah Leisure venue are considered to be a patron of the venue and must follow the relevant code of conduct.

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

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 Maroondah Leisure code of conduct, Australian law, 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 venue, 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 an appropriate hire agreement.

Patrons of a Maroondah Leisure venue 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 venue.

To the extent permitted by law, 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
  • Customers must report all accidents and/or incidents requiring first aid to reception as soon as possible

 

Facility specific codes...

The following is a guide to the specific conduct requirements that apply at individual Maroondah Leisure facilities, 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

In all aquatic areas, children under the age of 10 years must be actively supervised by a responsible adult 16 years and over at all times.  Active supervision means the responsible person is directly watching children in their care and are able to 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 in close proximity.

Children under the age of 5 years must be within arm’s reach of an adult or guardian 16 years and over at all times.

Aquahub and Aquanation aquatic users must not

 

  • Use aqua mats, including standing, running or jumping from them. (unless part of the Aquatic Education program)
  • Run 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 flags
  • Dive, backflip or bomb into the water (diving is permitted in the Aquanation dive pool). (clarify or reference diving rules, policy)
  • Bring glass or ceramic items into the aquatic areas.
  • Smoke, consume alcohol or drugs

 

While in the venue, Aquatic users must adhere to the following guidelines

 

  • Follow lane etiquette – keep left, patrons must swim reasonably continuously and in the relevant lane (ie slow lane has no flippers).  No stopping half way along the lane.
  • Infants and children that are not toilet trained must wear swim nappies and all patrons must be suitably attired – refer to centre staff if clarification is required
  • Personal trainers, swimming, diving instructors or coaches must seek specific permission from the facility manager prior to holding any training sessions

 

Aquatic education program (Learn to Swim)

It is our expectation that all children attending a Maroondah Leisure Aquatic Education program abide by the Watch around Water (WAW) policy for the venue.  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 childs 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 gym or group fitness classes.

Children aged between 12 & 16 years must be accompanied and under the supervision of a parent or guardian.  Teen users (12 -16) must follow their prescribed fitness program.  Body step is permitted with platform only (no extra steps) and Body Pump is not permitted.

  • 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 (no bare feet, thongs, clogs or denim clothing)
  • 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 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 and 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 15 minutes prior to scheduled booking and commencement of their round.

All golfers must observe 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 four.

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

Motorised golf carts and/or ride on buggies are not allowed on the course without the prior permission of the Golf Course Superintendent or the Facility Manager

All golfers are expected to make repair to any divot, plug 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

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 crèche session or holiday program.

Where crèche facilities are available, competition players are encouraged to utilise the crèche facilities for children

Children below school age will have priority access to the crèche.

Please wear non-marking shoes on all playing areas.

Basketball & netball 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 may be issued at the discretion of management subject to the following conditions:
- A medical certificate is presented
- The program is cancelled
- The Rings administration are notified of the pending absence a minimum of 7 days prior to the commencement of the program

  • A credit may be issued subject to the following condition:
    - The Rings administration are notified of the pending absence within 7 days of the commencement of the program

This credit can be utilised on other junior programs, holiday programs or merchandise at The Rings

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

 

Child Care 

  • Children aged 6 weeks to school age can be cared for in our creche facilities.
    • An enrolment form must be completed prior to your child attending a Maroondah Leisure creche. Please supply your child’s health record books for venue staff to sight and to copy immunisation records. This information should be kept updated.
    • All Crèche bookings are to be made through customer service and should be paid for at the time of booking.
    • Members can book 7 days in advance and non members up to 5 days in advance. [a1] 
    • Cancellations can be made prior to 8am on the day of the booked session.
    • A session will be added back to a multi visit pass for bookings cancelled prior to 8am of the booking date. Please note, sessions cancelled after 8am of the booking date will remain as booked and paid.
    • Parents are required to sign children in on arrival and sign out when departing the Creche.
    • We advise children attending the Creche should have their belongings labelled.
    • No products containing nuts are to be brought into the Creche.
    • Parents are asked to adhere to Crèche sessions times- 9.00am - 10.25am and 10.30am - 11.55am.
    • Children who are not immunised are excluded from the Creche when there is a case of an infectious disease.
    • Children are not permitted to attend the Creche if they are unwell or have any infectious diseases, as outlined in the Public health and Wellbeing Regulations 2009.
    •  Under the new ‘No Jab, No Play’ legislation, before enrolling a child, early childhood services will have to first obtain evidence that the child is:
      • fully immunised for their age OR
      • on a vaccination catch-up program OR
      • unable to be fully immunised for medical reasons
      • 'Conscientious objection' is not an exemption under the ‘No Jab No Play’ legislation.
      • Parents need to ensure all medication is named and handed to Creche staff.
      • Where crèche facilities are available, competition players at The Rings are encouraged to utilise the crèche facilities for children
      • Please refer to Maroondah Leisure’s Crèche Policies & Procedures for more detailed information; a copy of this is on the sign in table in the Creche.