• Alerts (3) Click to view
    Current alerts 28 June 2022
    • The casual lockers are unavailable.

      All day
    • The Rocket slide is not operational.

      All day
    • The Steam Room is currently unavailable.

      All day
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  • What's on (3) Click to view
    What's on today 28 June 2022
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  • Opening Hours Click to view
    Today's Opening Hours 28 June 2022
    • Carnaby's Club Crèche

      8:45 AM - 12:45 PM
    • General Entry and Aquatics

      5:30 AM - 8:30 PM
    • Plunge+Co Café

      6:00 AM - 3:00 PM
    • Gym (staffed hours)

      5:00 AM - 9:00 PM
    • Stadium

      5:30 AM - 3:30 PM
    • Waterslides

      Closed

Members

Members Accounts

Member Financial issues
I had money in my bank account, why has it rejected?
Unfortunately, as we are not the bank we are provided with very limited information as to the exact reason why a direct debit rejects.

To ensure the debit goes through successfully please ensure your direct debit information is kept updated and ensure there are sufficient funds in the nominated account between Wednesday 2pm before the direct debit until at least Friday after the debit has run.

We will always run the debit the moment it turns Thursday however depending on what bank you are with depends on when they release the funds. In some cases it can take as long as the Tuesday after the debit for the funds to be released.
If you are able to provide proof that there were sufficient funds in your nominated account for the period Wednesday - Friday, please send this through to info@cockburnarc.com.au and this will be investigated for you.
Why do you charge a rejection fee ?
  • We incur bank fees when a payment rejects
  • To cover the cost of admin time following up rejected payments
  • Is a part of your T&C’s
How to pay an outstanding amount online?
On the main page of the Cockburn ARC website. Select Login


Use email and password (automatic password will be ARC123 (and can be changed in the portal).
Select payments > the amount to be settled will show up.
 
How to change direct debit information online?
Login in to member portal. If the member does not know their login details you can reset their password via PGM. 
Click ACCOUNT, then select Payment Settings > add new payment method.
Advise member to delete the old account details.

 

Suspending and Cancelling

Can I return early after being on a med cert suspension?
If you have provided a medical certificate for your suspension period you will be required to provide a medical clearance stating that you are now able to exercise. The early return can then be processed by reception staff straight away.
if no medical certificate was provided an early return can be processed as per normal.
How do I suspend my memembership?
Member can log into member portal > select Contract Details > Their contract will come up with a yellow arrow>
Select Suspend Membership. Choose dates they are wishing to have their membership on hold for.
Why do you have early exit fees if I am still in contract?
  • Membership contract has a minimum active period of 6 months
  • To have a discount rate, they have agreed to be locked in for 6 months.
  • We understand personal circumstances change; therefore we have offered our members the chance to terminate their membership early.
  • Industry standard is to pay out the rest of the remaining contract, so exit fee is a great alternative.
Why do I have to give 28 days notice to cancel?
  • Industry standard
  • Gives us time to process cancellations
  • All contracts state we must have at least 28 days’ notice for cancellation.
How do I suspend for more than 84 days?
Members are able to extend their suspension period over the 84 day yearly limit by providing a valid medical certificate.
A specific a start and an end date or specific start date and a specific number of weeks or months that they are unable to exercise must be stated on the medical certificate.
I didn't use the facilities during this time can you backdate my suspension?
We are only able backdate a suspension 1 (one) month from date of lodgement unless a suspension for the period stated on the medical certificate had already been imposed.
A specific a start and an end date or specific start date and a specific number of weeks or months that they are unable to exercise must be stated on the medical certificate.
I need to cancel straight away because i am unfit. How can I do this?
If a member is able to supply a valid medical certificate specifically stating that they are unable to exercise for a period of 3 months or more, we are able to waive the 28 day notice period and early exit fee. A cancellation request form is still required to be completed
When can we waive a rejection fee?
In all cases if we have not waived a rejection fee previously for a member a senior CSO can waive the rejection fee for them.
If we have previously waived a rejection fee we cannot waive a second unless approved by Customer Service Team Leader/Coordinator.

Cases where a second rejection fee could potentially be waived is if it was a fault of a staff member e.g. staff input incorrect debit details, or  they are able to provide proof that they did have sufficient funds in their nominated bank account for the days leading up to and after the day of the debit.
I have an outstanding amount, can I use the center today?
Before advising anything please check the members marketing notes to see if/what they have already been advised.
When a patron has an outstanding amount due, we only allow entry once .
  1. Advise the member that we are allowing them entry today however they will be required to pay the outstandign amount online, over the phone or the next time they visit the centre in order to continuing using the facility.
  2. Ask if they need to update their direct debit details.
  3. Advise that the direct debits will continue to process regardless if they take no action.
  4. Ask if they know/would like to suspend or cancel their memebrhsip.
  5. Offer repayment plan.
  6. Notes of this conversation must be put in marketing.
I am on suspension but I want to cancel?
Members can complete a cancellation form however any suspensions will be removed and the 28 days notice will begin.
The membership is now active for 28 days so direct debits will continue until the cancellation date and the member can continue to use the centre for the remaining 28 days.
 
I am due to cancel, but I have changed my mind and want to revoke it.
This will be depending on how long until the cancellation is due to occur.
If their is still at least 1 week until the cancellation is due to occur,  they are able to reply to their email confirmation and advise they would like to cancel. (this will be emailed straight to member services and they will be able to action.
If it is due to cancel within the next day or so the revoking will need to occur straight away- please see a Senior.  

* If the member is unable to find the confirmation email, please find the form on the computer (in the Links folder).
  • Print the cancellation PDF
  • Cross a line through the cancellation form and advise the member to write:
" I would like to revoke my cancelation", and sign and date.
  • When this is completed please send an email to Member services team leader to advise the paper copy is in the 'to be actioned tray', so it can be actioned as soon as possible.
  • please write notes in marketing portal on the members account.
* Worst case senario the member can email info@cockburnarc.com and advise they would like to revoke the cancellation. Please advise that this is actioned during buisness working days so if they are due to expire over the weekend they will be unable to revoke the cancellation.
I don't use my membership, can I transfer it to someone else?
No. Memberships cannot be transferred to another person. If you are not utilising your membership you can choose to suspend or cancel your membership. Both these things can be done online or in the centre with reception staff.
What happens if a member has died?
If the member has deceased. In this case we will not require any proof that the member has deceased nor do we require a cancellation form to be completed. In these cases please get the name and email contact information of the person who has informed you of the death and inform them that that they will receive an email confirming the membership has been cancelled shortly. Send the information to the Member Services Team Leader to action. Write notes in the members marketing notes.
Change of Membership
Can members change their membership?
Our members have the ease of adjusting their membership at anytime.
They will need to complete a "Change of Membership" form via the IPADs at reception.
Once the form is lodged it will change over from the next direct debit.

Please note- If a member is still within their 6 month Lifestyle contract they are unable to change to a Flexi. please check the membership before completing the form.

The changes that can occur are:
  • Adding a concession card to reduce their fortnightly fees- if a valid concession card is present
  • Changing from an aquatic membership to an all inclusive (adding the gym/gf classes also!)
  • Changing from a flexi to a lifestyle= flexi is a month to month, where as lifestyle is a 6 month minimum term and a cheaper rate per fortnight. 
CSO Process for changing membership
  • Assist the member in completing the IPAD form
  • Ask member if they wish to pay the upgrade fee today or add on to next direct debit (please pop notes on PGM if you have charged the member)
  • Advise the member if it’s an upgrade a pro rata difference will be added to the direct debit once change is completed
  • Please get the member to complete the 24/7 induction as part of the COM process. (if applicable)
  • Take a photo of any concessions (if applicable)
  • If there are any additionals upgrade fees- ask if the member would like that deducted with their next DD or to pay now.
  • If the member doesn't currently have the gym access and will be adding this they will need to watch the 24/7 video on the website and complete the waiver.
Flexi= month to month
Lifestyle= 6 month minimum term and a cheaper rate per fortnight



Flexi > Lifestyle. Will reduce the members payment and they will now be on a 6 month minimum term contract
Adding a concession. Will need to have a valid concession card present. Take a photo of the concession attached to the IPAD form and advise their next DD will have the concession rate applied.
Adding Fitness Passport. Will need the Fitness passport present. Take a photo attached to the form on the IPAD.
Medical Certificates
Medical Certificates
  • Medical certificates will need to state a "start" and "end" date so we can process it appropriately.
  • We are unable to accept the cert saying "until further notice".
  • If a medical certificate is supplied after the math, we are only able to apply the backdated suspension 1 month of the date we receieve the form. eg. If it is 1 September 2021 and a member brings in a med cert dated 1 July 2021 - 1 December 2021. We would be able to add the suspension from 1 August - 1 December 2021 only.
Medical certificates in person
If a member hands in a medical certificate in person please:
  • Ensure the information is correct. Dates are appropriate
  • Have the member complete a manual suspension form and staple them together.
  • Hand to a supervisor if they are free/place in the "to be processed draw" if they are not.
Processing medical suspensions in PGM
A supervisor will need to apply the backdated suspension so it does not get taken from the 84 day allowance.

If you receive a suspension you are able to action please select the "medical" suspension option in the freeze tab on their PGM profile.
Cancellations and Medical Certificates
If a medical certificate is provided, in circumstances a cancellation can be affective immediately.
If the medical practitioner agrees that the member is unable to use the facilities for 3 months +

Please see a supervisor for clarification if you are unsure
© COCKBURN ARC - CITY OF COCKBURN           Privacy Policy
 

Cockburn Nyungar moort Beeliar boodja-k kaadadjiny. Koora, yeyi, benang baalap nidja boodja-k kaaradjiny.
Ngalak kaadatj dayin boodja, kep wer malayin. Ngalak kaadatj koora koora wer yeyi ngalang birdiya.

City of Cockburn acknowledges the Nyungar people of Beeliar boodja. Long ago, now and in the future they care for country.
We acknowledge a continuing connection to land, waters and culture and pay our respects to the Elders, past, present and emerging.

Aboriginal and Torres Strait Islander people are warned that this website may contain images and voices of deceased persons.