FREQUENTLY ASKED QUESTIONS

BOOKINGS

How do I make a booking?

During this initial opening period, we require all visitors to book their session online. Booking and payment must be made online prior to your session, via our website here. 

To book and pay online you will need to:  

Step 1: Find your session and time. To do so, go to ‘Book a Session’ below and choose your day and time.  

Step 2: Create a My PARC account. If you are a Complete OR Aquatic PARC member, you will already have one set up, just log in with the email address you have registered with us. 

Step 3: Book and pay for your session online using the simple online wizard. 

Step 4: You will receive a confirmationemail with all the details you need about your booking. Please review this at home so you know what you need to bring and our conditions of entry, and then arriveat the Pines no earlier than5 minutesprior to your allocated time and wait in your car until your session start time. No one will be permitted early entry.   

If you get stuck, please emailinfo@pinesfrankston.com.auand we will come back to you. 

How come I cannot see a book button next to the session I would like to book?

If you cannot see a book button next to the session, it means this session is full.

How far in advance do bookings open?

Bookings open 3 days in advance and become available online at midnight.

How much does my session cost?

Each swim session costs $5 for 50 minutes swim.

Can I book multiple sessions?

We are currently not permitting multiple bookings due to our limited capacity. Our aim is to provide the opportunity for as many people as possible within the community to access our facility. 

Can I buy a season pass?

Season passes are not available at this time due to the restrictions.  

Is there a concession rate?

During October, due to restrictions it is a flat casual entry rate of $5 for everyone.

Can I get a refund for my session?

No refunds are available, we encourage you to read all the information on our website prior to booking.

How do I cancel or change my session?

If you are unable to attend the session you have booked, log into your account and cancel the booking.
A pass will be added to your account to use for next time you book if you cancel more than 2 hours before the start time.
This also allows others to book and enjoy a swim!

Step 1: Head to website and click on ‘bookings’

Step 2: Scroll down and click on ‘My Account’ and sign in

Step 3: Click on ‘Schedule’ and you will see your booking. Click ‘CANCEL’ and you will receive a pass on your account to rebook your session.

What is a My PARC account?

This is our PARC system to manage bookings and has been integrated into Pines operations due to the COVID-19 situation. Each account must have a unique email address, you cannot share email addresses across accounts.

How do I create an account to be able to book online?

If you are a Complete or Aquatic member of PARC, you do not need to create an account. This was created for you some time ago. For Pines casual visitors, you will need to create an account. 

  • Firstly, find the session you would like to book into via our website.  
  • Select that session you would like to book, andclick sign up
  • Click NEXT
  • Then select CREATE PROFILE. 
  • Enter in your details, and follow the wizard to make your payment for that session.

You will receive a confirmation email with all your booking details. 

Can I use my PARC membership instead of casual bookings?

At this stage we are not reactivating PARC memberships as it will not be financially viable for our members to pay this cost just to access the outdoor pool. All visitors must pay as you go and book online.  

What if I already have a My PARC account?

If you are a Complete or Aquaticmember at PARC, you will have an account already set up. You can simply click the ‘FORGOT PASSWORD’ option and enter the email address you have registered with us (use the email address that you receive your emails from PARC). If you need assistance please feel free to contact us viainfo@parcfrankston.com.au. 

Why won't it recognise my email?

Sometimes the system does not recognise email addresses. For members with an existing account, it is important that you use the email address you have registered with PARC (use the email address that receives your emails from PARC). If you need assistance please feel free to contact us viainfo@parcfrankston.com.au. 

How do I book in and pay for my session?

Step 1:Go to the booking page 

Step 2:Select the day and time you wish to book from the calendar by clicking on the day. Once you have chosen your session, click ‘BOOK’ on the right hand side. 

Step 3:You will be asked to log into your account. If you are a Complete or Aquatic PARC member, you should already have an account. Simply enter the email address you have registered with us, and your password, or select FORGOT PASSWORD. 

If you are a casual visitor, you will need to create an account. 

I’ve forgotten my password, what do I do?

No worries. Simply select the ‘FORGOT PASSWORD’ option, and enter the email address you have registered with PARC(use the email address that receives your emails from PARC). If you need assistance please feel free to contact us viainfo@parcfrankston.com.au. 

Can I arrive early for my session?

On the day and time of your booking, please arrive at the facilityno more than 5 minutesbefore your time slot and wait in your car until your session start timeNo one will be permitted early entry to the facility. 

What if I am late for my session?

We will be keeping the gate open for 15 minutes at the beginning of each session, however after that time the gate will be closed so that our staff can conduct cleaning. If you are later than this you lose your booking.

What happens when I arrive?

You will be required to complete the steps on our conditions of entry page when you arrive.

Why do my details need to be recorded?

Anyone who visits the facility will need to provide us with their name and contact details. This is vital for tracking should a case of COVID-19 be discovered. We also strongly recommend all visitors and staff to download the Government’s COVID-Safe App. To do this please visit: https://www.health.gov.au/resources/apps-and-tools/covidsafe-app

Why do I need to have a health check on entry?

Anyone who enters the facility, including visitors, contractors and our team, will be asked to confirm that they are not experiencing symptoms of COVID-19, nor have they come in contact with someone who is experiencing symptoms. These will be a short series of questions on entry. Hand sanitiser use will also be required prior to entering the facility. These measures are in place to protect our team, the facility and the wider community.

What if I miss my session?

We have a capacity restriction at the moment and so no refunds available for missed sessions.

What are the conditions of entry?

To protect everyone who visits the Pines, we have implemented strict conditions of entry. These must be adhered to to ensure the facility remains safe, clean and open!

  • Face coverings must be worn at all times outside of the pool.
  • You must be within the 25km zone to access the pool during this early opening.
  • If you are feeling unwell please do not visit the facility. You must stay home, seek medical advice and get tested.
  • If you have tested positive for COVID-19, or have knowingly come into close contact with someone who has, please do not visit the facility for 14 days, or until you’ve tested negative for COVID-19.
  • Every person (contractors, employees, patrons, delivery drivers etc.) who visits the facility is required to undertake some basic practices like disinfecting with sanitiser, being reminded of the 1.5-metre social distancing and being checked for any flu-like symptoms.
  • These entry requirements will happen every time a person visits the facility, even if they have just left for a short period.
  • Practise social distancing at all times. Follow the markers placed around the facility to maintain a safe distance.
  • All staff and visitors are strongly advised to have downloaded the COVID-Safe App.

What happens at the end of my session?

Please vacate the facility before the end of your time slot to allow the next person to arrive. This allows time for cleaning in-between visits, and helps us manage the strict capacity limits. If you plan to swim and change, you need to do so within your allocated time slot.

SAFETY PROCEDURES

Do I have to hand sanitise?

We strongly recommend the use of hand sanitisers when entering the facility and frequently throughout your visit. The hand sanitiser solution kills up to 99.9% of germs and includes 75% Ethanol Hospital Grade, above and beyond the guidelines of 60%.

How do you maintain social distancing in the pool?

We ask that all visitors keep a safe distance from each other when swimming. There will be a maximum of 5 people allowed per lane and we ask that you minimise your rest time to ensure all visitors can maintain distance. We also ask that there is no standing at the end of the lane for extended periods of time.

What is your COVID-safe plan?

The Pines Forest Aquatic Centre is operated by Peninsula Leisure and our detailed COVID-safe processes are listed in the COVID section of this website. Our detailed COVID-safe plan can be requested via email info@pinesfrankton.com.au

What happens if I contract COVID-19?

Visitors will be asked to alert us immediately via email to info@parcfrankston.com.au should you test positive for COVID-19 within 14 days of your last visit.

How are you cleaning the facility?

In addition to existing continuous cleaning protocols, our team will be wiping high touch point surfaces regularly and cleaning the facility at least once per day. Due to limited capacity, our onsite team members will be fully trained in carrying out these cleaning protocols.

PARC MEMBERS

Can I use my PARC membership?

During the initial reopening period, all memberships will remain on hold, you will not be charged, and Pines access will be on a casual pay-as-you-go system.

What if I want to reactivate my membership?

At this stage we are not reactivating PARC memberships as it will not be financially viable for our members to pay this cost just to access the outdoor pool. All visitors must pay as you go and book online.

When will I start being charged for my PARC membership?

During the initial reopening period, all memberships remain on hold (no you will not be charged a direct debit until we open more services, we will let you know when this will happen). As a result, members and casual visitors will be required to pre-book and pre-pay to access facilities. When we are advised by Government authorities that we can expand our services, we will commence memberships again. We will give you plenty of notice as to when this will take effect.

FACILITY

When are we open?

We are very excited to open the Pines Forest Aquatic Centre Summer 2020/2021 season early. From Monday 28th September we will be open with restricted services and capacity!

What's open?

Due to limited capacity, we are having to change our service delivery at the Pines. The main pool (50m) is the ONLY swim area open, along with the kiosk and toilets.

Our water slide, toddler pool, basketball area, change rooms and showers will remain closed until restrictions allow for the safe opening of these facilities and services.

What time are you open?

Opening hours are:

Monday to Friday: Morning 6am to 11am
Monday to Friday Afternoon 3pm to 7pm

Weekends: 7am to 2pm only.

Why are you closed from 2pm - 3pm?

We are closed from 2pm – 3pm to allow for cleaning.

Can I bring my children?

The Govt guidelines limit the use of the facility at this time for exercise purposes and therefore only children who are capable of lap swimming are able to use the facility.

What if my children can swim laps?

We ask that you use discretion around your child’s ability to swim and familiarise yourself with our pool etiquette section. There is no standing and chatting at lane end and distancing is required.  Below is a detailed table around child ages and our Watch Around Water policy, please make sure you read and comply. All children under 13 MUST have adult supervision.

   Accessibility  Bookings  
Children under 10 years old (0 – 9 years old):    Yes can access, actively supervised. Lap Swimming access only.    You will need to book and pay for your child and ONE adult will be allowed to ‘actively supervise’ from the sidelines without booking. Contact details must be recorded, social distancing and face coverings are mandatory for supervising adults.
Children under 13 years old (10 – 12 years old):    Yes, but must have a supervising adult over the age of 18 in the Centre.   

Lap Swimming access only.  

You will need to book and pay for both yourself and your child if you are both swimming and you will both need to have an account with separate email addresses in order to do this.

ONE adult can supervise from the sidelines there is no requirement for a booking. Contact details must be recorded, social distancing and face coverings are mandatory for supervising adults.

Children under 16 years old (13 – 15 years old):    Yes, no supervision needed.   

Lap Swimming access only.  

Your child will need to create an account with a unique email address, and book and pay online. ONE adult can choose to accompany the child to supervise and does not need to book. Contact details must be recorded, social distancing and face coverings are mandatory for supervising adults.
Children under 18 years old (16 – 17 years old):    Yes, no supervision needed.   

Lap Swimming access only.  

  

Your child will need to create an account with a unique email address and book and pay online  

 

What is the capacity limit?

The Victorian Premier has announced an easing of COVID-19 restrictions, which allows for outdoor swimming pools to open with limits of 30 patrons in the pool from 19 October. This means we can only open our main pool for lap swimming exercise to 30 people at a time.

Will there be food available?

No. On initial opening, our Kiosk will be open for water and limited swim equipment (goggles and swim caps). We ask that you please pay via tap and go, if you have this option available to you.

Can I pay by cash?

We ask that, wherever possible, payments be made via card. We would much prefer you to use tap and go or card if that option is available to you.

Why can’t we visit for recreation?

Due to the current Government restrictions, outdoor pool facilities are being opened for exercise purposes only. With a limited capacity of 20 people we cannot accommodate visitors for recreation and still adhere to the strict guidelines and processes that are in place.

What about Free Family Fridays and Lazy Sunday events?

We can’t wait to start offering free community events again and this is in the plan for reopen once more restrictions are lifted. For now with limited capacity we are unable to offer these events.

GROUPS AND SPECIAL REQUESTS

Can I make a group booking?

For this initial reopening period, group bookings are not accepted. However, we will be taking expressions of interest later in the season.

I want to attend with my carer, do they need to book too?

No, your carer does not need to book – but you do! We ask you to book and pay for your session and your carer simply brings along their companion card and signs in on arrival.

How do I access the pool with the hoist?

Currently the accessibility hoist is out of action. We will keep you updated as to when this is available.

Can I attend the facility for rehab purposes?

Yes you can but we ask that you do not congregate within the facility and maintain social distancing. In the pool we ask that you keep moving as much as possible and not stand for too long at the end of the lane.