Customer Portal Guide

Creating a My Swim Account

When creating a My Swim account, if you register with an email address that’s already in our system, your account will be linked to the contact information we have on file. However, at set-up, only one profile can be linked to the account.

If any additional contacts (such as other family members) or existing enrolments, multi-visit passes, or bookings are missing, please reach out to reception. Our team can link the missing contacts or merge your new customer portal account with existing profiles to ensure everything is correctly updated.

Create your My Swim account

My Swim Overview

After logging into the My Swim portal, you will have access to a range of self-service options designed to make managing your swim activities easier. Programs and Classes is where you can book your free swimming assessments, enrol in Learn to Swim and manage your ongoing enrolments. 

 

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Programs and Classes

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New Enrolment

The New Enrolment section allows you to browse and select classes scheduled for future dates, including the next term. You can view all available classes, filter by days of the week, times and instructors, and book the one that fits your schedule. Please note that classes for the upcoming term are not available until the re-enrolment period, which starts in week 9 of each term.

Timetable

The Timetable displays all scheduled lessons for the upcoming week. It is the quickest way to check what sessions are happening in the current week. During school holidays the timetable may show none, or limited classes as our regular term classes do not run.

Managing Your Enrolments

In Programs and Classes, you can view and manage all enrolments for your family by clicking on each person's name. 

Wait Lists

If your preferred class is full, you can join the waitlist by selecting the class and clicking Wait List. This allows you to be contacted by our reception team if a spot becomes available in that class.

Important: Waitlists only apply to the current term and do not carry over. If your child remains on the waitlist at the end of the term, you will need to rejoin for the following term when re-enrolment opens in week 9.

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Held Classes

Only the reception team can place you on hold for a class. Held classes show your current term position for re-enrolment and will appear at the start of week 9 of each term. From here, you click on 'Enrol Now' to re-enrol in the held class. 

If you do not wish to re-enrol in the same class, you can use the 'New Enrolment' button at the top of the page to select a different class instead.

Please be aware that class availability may be limited until week 10, when the previous term's held positions expire, opening up more spots for movement between classes.  

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Active or Upcoming Enrolments

This section lists your child’s current or upcoming classes, showing key details such as the instructor, date, time and location. From here, you can click on 'View Progress' and 'Report Absence'. 

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Previous Enrolments

You can view all your child’s past enrolments, helping you track their progress across each term or through the different swimming levels and classes they have completed.

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View Progress 

Monitor your child’s swimming progress by clicking on 'View Progress' in the Active or Upcoming Enrolments section.

Objectives are listed for each swimming level. Under each objective, specific criteria are provided, which your child needs to meet to progress levels. At Lake Mac Swim Centres, we use 'Competent' and 'Progressing'. Each specific criteria is assessed: 

  • A tick (✓) indicates that your child is competent in a specific skill, meaning they have achieved the skill required for that objective.
  • A dash (—) means your child is progressing, and they are not yet competent in that objective.
  • Some skills may be marked as Not Applicable (extension). These are optional skills offered as extensions in the program and are not required for your child to move up to the next level. If a skill hasn’t been completed, it will be marked as Not Applicable (extension) in their progress. 

Your child will receive a certificate from their instructor once they have completed all class objectives and are ready to move up a level. When this happens, you can move classes during the term by contacting our reception team to arrange the change. You cannot move classes during the term using My Swim. 

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Reporting Absences

If you’re going to miss a class, you can easily report your absence through the portal:

  1. Go to Active or Upcoming Enrolments and click on 'Report Absence'.
  2. Select the date of the absence.
  3. Provide a reason for the absence (optional).
  4. Click Confirm.

This will notify the swim centre that you won’t be attending that lesson. Please note that we do not offer make-up lessons or refunds for failure to attend scheduled classes. Reporting your absence helps us track attendance and informs the class instructor not to expect your child. For absences due to injury or illness, a credit may be applied to your account only when a medical certificate has been sighted. 

Managing Your Account

You can access your account settings by clicking on your name at the top right corner of the page, leading you to the My Account section. Here you can manage all aspects of your account. This includes switching between children’s profiles, updating contact details, viewing bookings, managing your membership and reviewing a dashboard summary of enrolments and notifications. You can also update your login credentials or log out from this page.

 

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Term Communication

To stay informed about important updates, ensure your email and mobile number are up to date in the portal under My Details. This ensures you receive all necessary information. You can also subscribe to our quarterly e-newsletter and opt in for SMS notifications to stay updated on swim centre closures, Aqua Fit class cancellations and STOMP class cancellations. 

Subscribe to our newsletter 

Welcome to Term Email

At the start of each term, you’ll receive an email outlining key dates, reminders and guidelines such as arriving early, check-in procedures and centre policies like swim nappies and holiday closures. It will also provide details on re-enrolment.

Re-Enrolment Email

In week 9 of each term, you’ll receive an email with a link to re-enrol your child for the next term. This email will also include updates on any school holiday programs, fees or important changes.

SMS Alerts

Keep your mobile number up to date to receive alerts for any class cancellations or important reminders.

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