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COVID-19 customer information

UPDATE: Thursday 25 November 2021

Auckland: Will move to RED in the COVID-19 Protection Framework from 11:59pm Thursday 2 December 2021

Vaccination Requirement: During RED and ORANGE, all customers aged 12 and over will be required to show their vaccine pass to staff upon entry. 

All pools and leisure centres will open on Friday 3 December in a staggered approach with gyms and group fitness opening first.
  • Memberships and passes will remain on hold until Sunday 5 December. Details on our re-opening will be announced next week.
  • Swimming lessons will start on Monday 6 December and will run until the end of term, Sunday 19 December.

All members, passholders, and swim school students should have received an email from us about our vaccination approach. It's important you read this and make sure you understand what our approach is. If you did not receive an email, please contact your local pool and leisure centre.

For more details about our interim vaccination approach, visit Our Auckland.
For up-to-date information on council services, visit aucklandcouncil.govt.nz.
For all COVID-19 information, visit the Unite against COVID-19 website

 


UPDATE effective from Monday 4 October 2021

Auckland: Will remain in ALERT LEVEL 3 - STEP 1

Auckland will remain in Alert Level 3 at 11:59pm on Tuesday 5 October into Step 1 of the new phased approach. With the Government review on Monday 11 October 2021. We will have further updates next week.
All pools and leisure centres remain closed under Alert Level 3, Step 1
Memberships and passes will remain on hold.
Kauri Kids (Early childhood education) is OPEN with reduced numbers.
Early childhood education centres are open as required to care for already enrolled tamariki (children).
Kauri Kids parents, caregivers, and whānau please check Story Park to stay updated.
For up-to-date information on council services, visit aucklandcouncil.govt.nz.
For all COVID-19 information, visit the Unite against COVID-19 website – https://covid19.govt.nz/

 


UPDATE effective from Monday 20 September 2021

Auckland: Will move to ALERT LEVEL 3
Rest of New Zealand: Remains in ALERT LEVEL 2

Auckland will move to Alert Level 3 at 11:59pm on Tuesday 21 September for 2 weeks. With the Government review on Monday 4 October 2021.
The rest of New Zealand will remain at Alert Level 2.
All pools and leisure centres remain closed under Alert Level 3.
For up-to-date information on council services, visit aucklandcouncil.govt.nz.
For all COVID-19 information, visit the Unite against COVID-19 website – https://covid19.govt.nz/

 


UPDATE effective from Monday 13 September 2021

Auckland: Remains in ALERT LEVEL 4 
Rest of New Zealand: Remains in ALERT LEVEL 2

Auckland will remain in Alert Level 4 until 11.59pm on Tuesday 21 September. With the Government review on Monday 20 September 2021.
The rest of New Zealand will remain at Alert Level 2 until 11.59pm on Tuesday 21 September.
All pools and leisure centres are closed under Alert Level 4. 
Please see the following article for details around Council services under Alert Level 4.
Click here
For all COVID-19 information, visit the Unite against COVID-19 website – https://covid19.govt.nz/

UPDATE effective from Monday 30 August 2021

Auckland: Remains in ALERT LEVEL 4 
Rest of New Zealand: Moving to ALERT LEVEL 3

Auckland will remain in Alert Level 4 for 2 more weeks. With the Government review on Monday 13 September 2021.
Northland will move to Alert Level 3 on Thursday 2 September 11.59pm.
All regions south of Auckland will move to Alert Level 3 on Tuesday 31 August at 11.59pm
All pools and leisure centres are closed under Alert Level 4. 
Please see the following article for details around Council services under Alert Level 4.
Click here
For all COVID-19 information, visit the Unite against COVID-19 website – https://covid19.govt.nz/

UPDATE effective from Monday 23 August 2021

Auckland: Remains in ALERT LEVEL 4 
Rest of New Zealand: Remains in ALERT LEVEL 4

Auckland will remain in Alert Level 4 until Tuesday 31 August 2021. With the Government review on Monday 30 August 2021.
All pools and leisure centres are closed under Alert Level 4 
Please see the following article for details around Council services under Alert Level 4.
Click here

UPDATE effective from 20 August 2021

Auckland: ALERT LEVEL 4 
Rest of New Zealand: ALERT LEVEL 4

Auckland and Coromandel are at Alert Level 4 for 7 days effective from 11.59pm Tuesday 17 August 2021.
All centres are closed under Alert Level 4 
Please see the following article for details around Council services under alert level 4.
Click here

 


UPDATE effective from 12 March 2021 

Auckland: ALERT LEVEL 1
Rest of New Zealand: ALERT LEVEL 1

Auckland is back at Alert Level 1 effective from 12pm Friday 12 March 2021.
Our centre's will be back operating at our Level 1 protocols from Saturday 13 March.

While some Level 2 restrictions will be lifted from 12pm today, our staff will be working hard to get our centre back to Level 1 standard for tomorrow.

If you’re a member or regular visitor to our centres, please read on for our Alert Level 1 FAQs.

HEALTH AND SAFETY

Our member and staff’s health and safety are our top priority, especially as we move between the Alert Levels for COVID-19. Please see below for how we are making sure everyone’s time in our centres is a safe and healthy one... 

What processes are in place now that we have dropped to Alert Level 1?
Moving to Alert Level 1 has meant that we can now increase the numbers in our group fitness classes and on our gym floor to normal capacity: however we are still asking members to maintain good hygiene practices through handwashing practices, coughing or sneezing into elbows, wiping equipment after use, compulsory towel use, bringing your own yoga mats to class, and sign-in/contract tracing. If you’re sick or unwell, please stay home and don’t come into the centre.

What is the Council doing to keep me safe during my visit?
As much as possible! We are following the guidelines set by ExerciseNZ:

- daily deep cleans
- spot cleaning regular touch points
- providing cleaning and sanitisation resources
- mandatory towels in classes and in the gym
- bringing own yoga mat to BODYBALANCE®, Yoga and Pilates classes is preferred
- sign in/contract tracing required

Do I need to wear a mask?
You may wear a mask but it isn’t a requirement for entry into our centres. You may see some of our staff in masks, for some of their duties.

How will you contact trace at Level 1?
We ask that you have your membership card so you can swipe in, and also use the COVID-19 sign-in app on your arrival to our centres. All you need to do is scan the QR code on our posters, or fill in your details on the sign-in sheets and you are good to go.

Will there be lots of sanitising equipment available for me?
We will have hand sanitiser and wipes available throughout our centres. We also ask that you wash your hands frequently while in our centres for at least 20 seconds – this is a recommendation from the Ministry of Health.

Physical distancing?
Although there are no physical distancing requirements in level 1, we ask that you be considerate to others when moving around in our facilities.

How many people can be in a centre at any given time?
There is no government restriction for Alert Level 1 however we do have standard capacities for each of our facilities that we monitor closely for health and safety reasons .

Are your staff trained to move between Alert Levels?
Yes, of course! They have been trained up and will be abiding by all Alert Level restrictions. Some of them will be wearing masks. Please remember to be kind  as we all navigate these changes.

What will I need to bring to the gym?
We require you to bring a drink bottle and a gym towel. No gym towel = no entry, and this will be strongly enforced by our Customer Service Team, our Gym Staff, and our Group Fitness Instructors.

Do I REALLY need to bring a towel? I don’t sweat THAT much?
Sorry, but no towel = no workout. People who don’t have towels will be asked to leave.


UPDATE effective from 7 March 2021 

Auckland: ALERT LEVEL 2
Rest of New Zealand: ALERT LEVEL 1

The Government has announced that Auckland will move down to Alert Level 2 at 6am on Sunday 7 March 2021. All centres are open normal hours from Sunday. 

Kauri Kids

Open as per normal

Learn to Swim

Operating as per level 2 protocols

Note: There is a power cut scheduled for Birkenhead on Monday and lessons will not be running Monday afternoon. Families should receive a cancellation email for that event. Classes will run as normal from Tuesday. 

Memberships and 10-passes

Automatically come off suspension on Sunday. No action required.

Bookings / OSCAR 

Before and after school care is open as per normal from Monday.

For any bookings cannot proceed due to gathering sizes the centre will be in touch directly to reschedule.

Pools

Some centres will be offering leisure swimming during this week at Alert Level 2. Some centres have session times so please check your centre page (on this site) for more information.

If you’re a member or regular visitor to our centres, please read on for our Alert Level 2 FAQs. We will keep updating these as we get more information/finalise more plans, so be sure to keep checking back.

MEMBERSHIPS

Can I join the gym or pools as a member during Alert Level 2?
Yes you can. We do however have restrictions on class numbers and the amount of people in our centre at any given time during Alert Level 2, You can find details on all our memberships [here]( https://aucklandleisure.co.nz/prices-and-membership/).  


What’s happening with my membership?
When we reopen under Alert Level 2, your membership will automatically restart.


Can I suspend my membership if I don’t feel safe coming back to the gym or pools?
Yes you can – please email aucklandleisure@aucklandcouncil.govt.nz and we will suspend your membership for a maximum of four weeks.


I had suspended my membership prior to this third lockdown. Will my membership still be paused, or do I need to re-request another suspension?
No, you will remain on the suspension you arranged with us prior to this lockdown period, so you don’t need to request another suspension.

I paid in full for my membership – do I get a credit or carryover?

Yes! We will credit your account for the days we were in lockdown.

I had a random amount come out of my bank account for my membership, and it was on a different day to usual?
When a membership is suspended it places a credit on your account based on the number of days you have paid in advance. When a suspension expires depending on when it comes off during your regular payment cycle, there may be a difference between the number of days the credit covers and the number of days until your payment is due. In the situation that there is a difference there may be an out of cycle payment that comes out of your account. This is a one-off correction to your ongoing direct debit amount-your next payment will be on the normal day and normal amount.

Sorry, but I want to cancel my membership. How do I go about this?
We’re sorry to lose you! If you want to cancel your membership, please email aucklandleisure@aucklandcouncil.govt.nz. You will need to pay any outstanding debt on your account before we can cancel your membership.


HEALTH AND SAFETY

Our member and staff’s health and safety are our top priority at Alert Level 2. Please see below for how we are making sure everyone’s time in our centres is a safe and healthy one…….


What processes have you put in place now that we are back at Alert Level 2?
We have recycled the additional processes and protocols from the last time we were in Alert Level 2 to ensure everyone’s safety. This includes: physical distancing, the closure of some of our facilities, class timetable spacing, limits on how many people can be in our centre at one time, additional sanitisation areas, equipment cleaning, compulsory towel use, bringing your own yoga mats to class, and sign-in/contract tracing. You will also see our staff undertaking more cleaning.

What is the Council doing to keep me safe during my visit?
As much as possible! We are following the guidelines set by ExerciseNZ:

- class number limits
- some classes will be unavailable due to close contact
- time in between classes to clean and allow for social distancing
- physical distancing of two metres
- more sanitisation products available
- more cleaning
- water fountains will be turned off
- fans will be turned off
- mandatory towels
- bringing own yoga mat to BODYBALANCE, Yoga and Pilates classes
- sign in required
- some of our staff will be wearing masks

Do I need to wear a mask?
At Alert Level 2, the Government has asked that if you can wear a mask you should, but this isn’t a requirement for entry into our centres. You will see some of our staff in masks, however.

How will you contact trace at Level 2?
We ask that you have your membership card so you can swipe in, and also use the COVID-19 sign in app on your arrival to our centres. All you need to do is scan the QR code on our posters, fill in your details and you are good to go.

Will there be lots of sanitising equipment available for me?
We will have hand sanitiser and wipes available throughout our centres. We also ask that you wash your hands frequently while in our centres for at least 20 seconds – this is a recommendation from the Ministry of Health.

Physical distancing?
We will be following the 2m distance rule in all our centres – we will be setting up our gyms and group fitness studios to allow for this.

How many people can be in a centre at any given time?
Under Alert Level 2, there are gathering sizes that we manage according to up to date guidance from the government. During peak times, there may be a bit of a wait to get into your favourite centre, but from previous experience (the last time we were in Alert Level 2) the wait wasn’t long/non-existent.

How many people will be allowed in the pool?
Each pool facility is managing the number of customers allowed in the water at one time to ensure appropriate physical distancing. There will be signage at each site informing you of the maximum capacity for our pools or speak to our staff for more information.

Are your staff trained up for Alert Level 2?
Yes, of course! They have been trained up and will be abiding by all Alert Level 2 restrictions. Some of them will be wearing masks. Please be nice to them as this is relatively unfamiliar territory for them as well as our members!

What will I need to bring to the gym?
We require you to bring a filled drink bottle and a gym towel. No gym towel = no entry, and this will be strongly enforced by our Customer Service Team, our Gym Staff, and our Group Fitness Instructors.

Do I REALLY need to bring a towel? I don’t sweat THAT much?
Sorry, but no towel = no workout. People who don’t have towels will be asked to leave.

Will changing rooms be open?
They WILL be open, but, we ask that they are only used IF absolutely necessary (e.g. if you use the gym before you go to work), and if you do use them, please practice social distancing. This way there isn’t crowding in a small space. If you can shower at home after your workout, it is highly appreciated. When you are washing your hands in our bathrooms, please keep your distance from the person at the sink next to you.

Why aren’t the fan, some saunas and spas, or water fountains available?
COVID-19 sits on surfaces and can transfer through the air – with this in mind, we are taking the necessary steps to prevent the spread of the virus. Regarding the spas and saunas, if they are large enough for social distancing to take place, they will be open but best to check your local centre’s Facebook page or website before you visit.

How are you going to keep the pools clean?
We have enhanced cleaning procedures and the appropriate safety measures in place to ensure the wellbeing of our customers and staff.


VISITING OUR CENTRES

Will group fitness timetables be the same as the last time we were in Alert Level 2?
Best to check with your local centre – there will be some differences. For example, we WILL be offering some Senior Movement and Aqua classes; previously we didn’t offer these when we re-opened last time. We can’t offer Boxing or BoxFit classes during Alert Level 2 given the close physical contact this sort of class requires.

We again have had to spread out our classes and have a gap in between each to allow for cleaning and social distancing – so please check our Level 2 timetables carefully.

Do I need to book in for classes again?
Please check with your centre to check on any booking protocols they have in place. 

Is there a guarantee I will be able to get into every class I want?
Due to physical distancing we do have to reduce the class sizes at Level 2. While we would love to guarantee that everyone could get into each class unfortunately we can't do this. Please chat to your local centre to see how best to manage your classes this week.

Who can use the pools? Anyone?
They are open to any of our members or the public who would like to use the pools for lane swimming and water walking only.

We will be offering limited leisure swimming in Level 2 as well (at some locations) please check your centre page for details on what your centre is running. 

Note we won't be operating hydro slides, aqua runs etc under Alert level 2.

How long can I spend at a centre under Alert Level 2?
Guidelines state that the maximum length of time members/visitors can be in the facility is two hours (so this allows for getting changed if you need to use the changing facilities). Please be mindful of other members of the community who would also like to access the facility for their exercise as well.

 

UPDATED 28 FEBRUARY 2021

Auckland: ALERT LEVEL 3
Rest of New Zealand: ALERT LEVEL 2

The Government has announced that Auckland will move up to Alert Level 3 at 6am on Sunday 28 February 2021. All centres are closed. We are keeping a close eye on Alert Levels and will make any adjustments to suspensions and cancellations as more information is received from the government.

Kauri Kids

By arrangement, Kauri Kids will be open for any child who can’t be supervised at home by an appropriate person. 

Parents/Caregivers, please get in touch with your Head Teacher if you require care for your child.

Learn to Swim

All lessons are cancelled for 7 days.

We will send out an email to all Learn to Swim families by midday on Wednesday 3rd March.  

Memberships and 10-passes

These have all been automatically suspended for 7 days from Sunday 28 February, No action required.

Bookings / OSCAR 

Are all cancelled for 7 days and the centre will be in touch with you directly.

 

UPDATED 22 FEBRUARY 2021

Auckland: ALERT LEVEL 1
Rest of New Zealand: ALERT LEVEL 1

The Government has announced that Auckland will move down to Alert Level 1 at 11.59pm Tuesday 23 February 2021,

Thank you for your commitment to preventing the spread of COVID-19 these last few days – we are happy to be reopening our doors under Level 1 conditions from 23 February 2021.

 

If you’re a member or regular visitor to our centres, please read on for our Alert Level 1 FAQs.

HEALTH AND SAFETY

Our member and staff’s health and safety are our top priority, especially as we move between the Alert Levels for COVID-19. Please see below for how we are making sure everyone’s time in our centres is a safe and healthy one…….


What processes are in place now that we have dropped to Alert Level 1?
Moving to Alert Level 1 has meant that we can now increase the numbers in our group fitness classes and on our gym floor to normal capacity: however we are still asking members to maintain good hygiene practices through handwashing practices, coughing or sneezing into elbows, wiping equipment after use, compulsory towel use, bringing your own yoga mats to class, and sign-in/contract tracing. If you’re sick or unwell, please stay home and don’t come into the centre.

What is the Council doing to keep me safe during my visit?
As much as possible! We are following the guidelines set by ExerciseNZ:

- daily deep cleans
- spot cleaning regular touch points
- providing cleaning and sanitisation resources
- mandatory towels in classes and in the gym
- bringing own yoga mat to BODYBALANCE®, Yoga and Pilates classes is preferred
- sign in/contract tracing required

Do I need to wear a mask?
You may wear a mask but it isn’t a requirement for entry into our centres. You may see some of our staff in masks, for some of their duties.

How will you contact trace at Level 1?
We ask that you have your membership card so you can swipe in, and also use the COVID-19 sign-in app on your arrival to our centres. All you need to do is scan the QR code on our posters, or fill in your details on the sign-in sheets and you are good to go.

Will there be lots of sanitising equipment available for me?
We will have hand sanitiser and wipes available throughout our centres. We also ask that you wash your hands frequently while in our centres for at least 20 seconds – this is a recommendation from the Ministry of Health.

Physical distancing?
Although there are no physical distancing requirements in level 1, we ask that you be considerate to others when moving around in our facilities.

How many people can be in a centre at any given time?
There is no government restriction for Alert Level 1 however we do have standard capacities for each of our facilities that we monitor closely for health and safety reasons .

Are your staff trained to move between Alert Levels?
Yes, of course! They have been trained up and will be abiding by all Alert Level restrictions. Some of them will be wearing masks. Please remember to be kind  as we all navigate these changes.

What will I need to bring to the gym?
We require you to bring a drink bottle and a gym towel. No gym towel = no entry, and this will be strongly enforced by our Customer Service Team, our Gym Staff, and our Group Fitness Instructors.

Do I REALLY need to bring a towel? I don’t sweat THAT much?
Sorry, but no towel = no workout. People who don’t have towels will be asked to leave.

Are the changing rooms open?
They WILL be open, but, we ask that you keep showers short and clean your area after use in consideration for other members.

Why were the fans, some saunas and spas, or water fountains not available?
This is normally the case (in Alert Level 2 - not Alert Level 1),  to prevent the spread of the virus through small enclosed spaces, high touchpoints and surfaces or transfer of Covid-19 through the air. Regarding the spas and saunas, if they are large enough for social distancing to take place, they will be open but best to check your local centre’s Facebook page or [/locations]website before you visit.

How are you going to keep the pools clean?
We have enhanced cleaning procedures and the appropriate safety measures in place to ensure the wellbeing of our customers and staff.


VISITING OUR CENTRES

Will group fitness timetables be back to normal?

Best to check with your centre’s timetable. These are all available online by selecting your preferred centre and then Group Fitness from the menu options on the left hand side of the screen – there will be some differences depending on instructor availability, but we have aqua classes, senior classes and boxing back in the mix with cleaning protocols to keep everyone safe.

Do I need to book in for classes again?
Check in with your local [hyperlink] centre for details on their booking system, if applicable.

Is there a guarantee I will be able to get into every class I want?
It’s best to book into the classes you CAN book into, otherwise we recommend you turn up early to the classes you want to attend.

Who can use the pools? Anyone?
They are open to any of our members or the public who would like to use the pools for lane swimming, water walking, leisure swimming and activities. Please check with your local centre [hyperlink] for any limits/restrictions.

How do I get a copy of your safety plan?
You can request a copy of the Safety plan by contacting the Centre Manager of your chosen centre.

 

 

UPDATED 17 FEBRUARY 2021

Auckland: ALERT LEVEL 2
Rest of New Zealand: ALERT LEVEL 1

The Government has announced that Auckland will move down to Alert Level 2 at 11.59pm Wednesday 17 February 2021, therefore all Council-owned and run leisure centres can start to reopen.

OPENING AS OF 18 February 2021

  • Group fitness classes start from 12pm, 18 February (check your centre page for any exceptions)
  • Gyms open from 10am, 18 February
  • Kauri Kids
  • Pools for lane swimming and water walking only open from 10am, 18 February (please check your local centre’s page to see what is/isn’t opening)
  • OSCAR programmes
  • Recreation/Term programmes
  • Spa (check your centre pages for any exceptions) open from 10am 18 February


REMAINING CLOSED:

  • Learn to Swim (resuming Saturday 20 February 2021)
  • Saunas and steam rooms

How do I get a copy of your safety plan?
You can request a copy of the Safety plan by contacting the Centre Manager of your chosen centre.