Everything You Need to Know

FAQ’S

We’ve gathered answers to some of the most common questions to help make your experience with L+R Group as smooth as possible. Whether you’re curious about programs, facilities, memberships, or employment, this is a great place to start.

If you can’t find what you’re looking for, please contact your local facility directly — our friendly team will be happy to assist you.

GENERAL

  • Twelve (12) years of age.
    As per our Supervision at Public Pools Policy and our Stadium Supervision Policy, a person needs to be 12 years of age to attend without adult supervision.

  • Please contact the reception team at your local centre. Lost property is collected and stored daily. Items are held for a short period before being responsibly disposed of or donated to charity.

  • Yes, we do, at the following locations:

    • Cootamundra Pool

    • Cowra Aquatic Centre

    • Kempsey McElhone Swimming Complex

    Members are required to scan their QR code in the Fitness Passport app each time they visit the centre.

FEES + CHARGES

  • We offer discounted rates for individuals who hold a valid concession card, including:

  • Yes, you will need to present your valid concession card each time when paying for casual visits. If you are purchasing a membership or punch pass, you will also need to show your concession card at the time of purchase.

  • Yes, we accept the NSW Companion Card.

    The NSW Companion Card program is for people with significant and permanent disabilities who have a lifelong need for attendant care support. The card allows the support person to receive free entry to participating venues and events, promoting community access and affordability. To apply, you need to download the application form from the Companion Card website and complete a health professional declaration from your treating medical practitioner. 

ACTIVE L+R

  • The Active L+R app is a convenient, parent-friendly platform that allows you to manage your membership and bookings all in one place.

    Available on the Apple App Store and Google Play, the app gives you easy access to:

    • Booking and managing student enrolments

    • Updating personal and family profiles

    • Managing billing and payment history

    • Communicating with your centre

    • Marking absences

    • Viewing a personalised class schedule

    • Tracking progress, skills achieved, and what’s next

    It’s designed to give families more control and visibility over their lessons—anytime, anywhere.

PROGRAM BOOKINGS

  • No need to call or email us! If your child is going to miss a class, simply mark their absence in the Active L+R app at least one hour before the lesson starts.

    Doing this will automatically generate a make-up class credit, which you can book yourself through the app at a time that suits you. Makeup lessons are subject to availability and valid for 30 days..

  • Yes, if you know in advance that your child will miss lessons for up to two weeks (for example, during a family holiday), you can request a temporary suspension.

    During this time, you won’t be charged and no make-up classes will be provided, but your child’s place in the class will be held.

    To arrange a suspension, please speak directly with your program coordinator, as this cannot be managed through the Active L+R app. A small holding fee will apply.

  • Your child’s lessons will continue on an ongoing basis until you notify us that you wish to cancel.

    To arrange a cancellation, please speak directly with the program coordinator, as this process cannot be completed through the Active L+R app.

  • The Active L+R app syncs in real time, so any changes to your class booking should be reflected straight away.

    If the app is still showing your old class day, please contact your centre directly to confirm that your booking has been updated correctly.

  • You’ll be notified of the level award through the app.

    The centre coordinator will then arrange the program change and contact you with available days and times. Alternatively, you can contact the coordinator directly to organise the new lesson.

  • In some cases, yes. Our swim school is a registered member of Swim Schools Australia, which means many private health insurers recognise our Learn to Swim lessons.

    • Not all health funds cover Learn to Swim, so you’ll need to check directly with your insurer.

    • Some funds require a GP to confirm lessons as a health management need, while others allow claims without this.

    • We are registered with HCF as a recognised provider, so HCF members can claim through the Health Management Program.

    • Other funds such as Bupa, Medibank, AHM, and NIB may also provide rebates, depending on your policy.

    Please keep your receipts to submit with your claim. For more information, see Swim Schools Australia or contact your health fund directly.

SERVICE NSW

  • As a registered Service NSW Provider, we currently accept the Active Kids vouchers.

    These vouchers can be used for eligible swimming and recreational programs only. .

  • Apply for your voucher:

    1. Visit sport.nsw.gov.au/activekids, and read the parent Guidelines and Fact Sheets to learn more about the program. 

    2. Create/Log in to your MyServiceNSW account and Complete an Active Kids application.

    3. You will receive a voucher with a unique ID number for each child you register (available to download, print and email).

    Redeem your voucher:

    • Complete the online Active Kids Form located at the bottom of this page.

Active Kids Form

Please complete all fields.

  • Upload your voucher using the file upload option.

  • In the text area, provide your child’s full name and date of birth.

If you are redeeming more than one voucher, please complete and submit a separate form for each child; 1 online form per voucher.

SCHOOL SPORT

  • Yes, Leisure + Recreation Group is a registered Sporting Schools provider.

    This means schools can use their Sporting Schools funding to book programs with us.

  • We deliver swimming, aquatic fitness, and multi-sport programs. All sessions are run by qualified coaches or teachers, ensuring safe, fun, and engaging activities for students. Please check with your local centre to confirm which programs are available, as offerings may vary from centre to centre.

    • Log in to the Sporting Schools School Portal.

    • Navigate to Bookings.

    • Select your approved grant.

    • Choose coach delivery (L+ Group) or teacher delivery.

    • Complete your booking details – funding is only released once the booking is confirmed.

Legals

Here you will find essential information regarding our legal disclosures, and guidelines for engaging with our services. Each section provides a brief overview and a link to the full policy for detailed reading. Familiarise yourself with these documents to ensure a clear understanding of our commitments and expectations.

  • Our Facility Terms and Conditions outline the rules and guidelines for using our facilities.

    For comprehensive details, please review the full policy here.

  • Our surcharge disclosure and payer agreement are located in Family Policies with Active L+R. All members will be asked to review and accept this policy.

    To read the surcharge details, please click here.

  • By signing this legally binding Rock Climbing Release and Waiver of Liability and Acknowledgment of Risk, you agree to voluntarily assume all associated risks and release the Company, L+R Group, from any claims arising from participation in our activities, including those due to negligence.

    For the full policy, please click here.

  • All enrolled players are required to familiarise themselves with and agree to our Stadium Competition Rules + Conditions. These guidelines are designed to ensure fair play and prioritise participant safety.

    For a thorough understanding of our policies, please refer to the complete document here.