Carlile Swim Paddington

Love that people really went above and beyond so my toddler, who was initially afraid to get into the water without his parents, was absolutely rocking it by our second visit. They give kids time and space to adjust, and teach through play - making them feel comfortable while learning by doing what they love most: playing!

Took my child here for lessons and overall it’s been a positive experience. The pool is clean and well maintained, and the instructors are patient. Sessions run on time. Happy with how things are going so far.

My kids is attending this swimming school for past 3 years and staff are pretty friendly and they have some excellent swimming programs.

I cannot speak highly enough of swimming instructor Molly. In less than 3 months (1 lesson per week), my son went from refusing to even step into the water to swimming confidently on his own. Molly’s calm, no-nonsense approach truly brought out the best in him. Her professionalism and the quality of her instruction are simply outstanding the transformation has been incredible. The team at Paddington was equally impressive: dedicated, empathetic, and fully committed to helping us achieve the best possible outcome. We are beyond grateful. Thank you 🙏

I am writing to formally express my serious concerns regarding the significant decline in service quality and management practices at your swim centre since the recent change in management. My two children have attended this centre since they were approximately two to three years old, dating back to when it operated under Aquatic Achievers. Over more than five years, our family has committed substantial time, trust, and financial investment — amounting to tens of thousands of dollars — because of the previously high standard of teaching and the supportive, professional environment created by the former staff and management team. Unfortunately, since the new management took over, our experience has deteriorated considerably. The focus now appears to prioritise financial outcomes over children’s learning, wellbeing, and continuity of instruction. Teaching quality has declined, and instructors are frequently changed without prior notice or consultation with parents. As families, we carefully select specific teachers and lesson times to best support our children’s progress and confidence in the water. These unannounced changes demonstrate a lack of respect for both children’s learning needs and parental expectations. Furthermore, when operational mistakes occur, the process for arranging make-up lessons has been inconsistent and unnecessarily difficult. On several occasions, when parents have attempted to raise reasonable concerns, the responses from management have been dismissive and, at times, unprofessional. This approach to communication is unacceptable and undermines the trust that families place in your organisation. Given our long-standing history with the program and the substantial financial commitment we have made over the years, this decline in professionalism and service is extremely disappointing. As a result, I have made the decision to seek alternative swimming providers for my younger child. I will also be considering escalating these concerns to the appropriate regulatory and consumer authorities for further review. I request that this complaint be formally acknowledged and reviewed by senior management. I would appreciate a written response outlining how these concerns will be addressed and what steps will be taken to improve communication, teaching consistency, and overall service quality for families moving forward.