Carlile Swim Wavell Heights

Just want to say thanks to Jasmin, for such a great resolution to this issue. Staff training in this was implemented, and her communication to me was top notch. Thank you. Am very happy with the customer service shown in this instance. Well done! .... Recently I had a not satisfactory interaction with staff at Wavell Heights, regarding purchasing a voucher for my granddaughter, who attends lessons there. I rang on Friday to purchase a voucher over the phone, and was told by the young man who answered, It would need to come in to purchase one. I booked an Uber to get to the school in time the next day. Four staff members were behind the desk, none of them knew how to issue a voucher. They called a manager over to assist, and she could not assist either. I was upset by this time, and the manager told me to ring her mobile, she would then have my number and make this right. I never heard back from her, am very disappointed in the lack of customer service. It cost me an Uber, and extra bank fees to transfer funds into my sons account. I have purchased vouchers from the previous administration with no problem. I am sure there are many grandparents who would like to contribute to their grandchildrens lessons with vouchers as gifts. Get this right please.

Fantastic swimming school. My four year old had a hard time in the beginning getting in the pool. The staff were so supportive and helpful and now he is very excited each week for swimming

No continuity with coaches, they seem to change weekly which creates a lack of connection between student and coach. Assessing is way too inconsistent - we are told one week that our child should go up a class in the next lesson, only to not have any assessor available for the next class. When the issue is raised, all of a sudden our child isn’t ready for assessing. Standing room only in the boys change room, it’s absolute chaos trying to organise a shower and space to assist your child to get changed. Not enough seating around the pool area, it’s a stand off between parents when someone leaves as to who will get the spot. The Carpark is shared with the neighbouring lawn bowls club, so on days where there is a bowls event, good luck finding somewhere to park. We’ll be going elsewhere.

Stayed here for far too long. Paying a premium price for teachers with limited experience or if you are lucky enough to get an experienced teacher they either leave and your child starts at the beginning of the level again or they are often teaching new teachers instead of your child. My child was in a full class and they all got made to leave the pool and chastised for not following the rules whilst the teacher spent the lesson talking to the teacher in training. On average, your child may get 6-7 minutes of actually swimming during the lesson. Highly unlikely to get feedback or correction. Progress checks don’t happen regularly, get told your child is on track only to have them kept in the class for 8-9 months despite being told it’s approx 5 months. Progression seemed more to a business plan than child’s development. Great way to shatter the kids confidence, A great amount of money spent for kids to remain not competent. 2 months elsewhere and so much progress.

The following email was sent on Saturday, February 1st. I am yet to receive any response (06/02/25). I am writing to express my deep concern and disappointment regarding an incident that occurred during my sons swimming lesson today. Our son, who is 15 months old, has been enrolled at Aquatic Achievers since he was 12 weeks old, and we have always been impressed with the quality of instruction and care provided by his teachers, Ms. C and Ms. A. However, today's lesson (9:30am) with another swimming coach was alarming. During the lesson, our son fell from the mat into the water, landing on the opposite side of the pool from both the teacher and my husband. As expected for a child of his age, he quickly sank to the bottom of the pool. What was disturbing was the lack of immediate reaction from the swim coach. My husband, who was furthest from our son, acted quickly to rescue him. The incident left my husband, our son, and me visibly distressed. Unfortunately, the lesson continued without any acknowledgment or concern for our sons well-being. The swimming coach did not check in with us for the remainder of the lesson to ensure our son was okay. Instead, she interacted with him as if nothing had happened. In contrast, another staff member who witnessed the aftermath took the time to sit with me, ask what had happened, and express concern for our well-being. This incident highlights a need for additional training or retraining of staff to prioritise the safety, care, and concern for the health and well-being of students. I hope that you will take this incident seriously and take necessary steps to ensure that all staff are equipped to handle such situations in future.