Frequently Asked Questions

Got questions? We have answers!

If you have a question for us that you do not see here, please feel free to give us a call at 780.960.5080 or email us!



What age does my child have to be to swim alone?

Your child will need to be 10 years of age to swim without a guardian. 

If your child is under 10, they will need to have a guardian 14 years of age or older to supervise them. If they are 7 years or under, the parent/guardian has to be in the water with them, no further than arm’s reach away.

Do I need to be in the pool with my 7-year-old?

Children 6 and under need to have a parent or guardian (14+) in the pool with them, no further than arm’s reach away. Children 8-9 years of age need a parent or guardian 14+ actively supervising them at all times.

Can I take my stroller through the change rooms?

No, you can park it in the hallway at the stroller parking section or in the dry seating area and proceed to the change room with your infant.

Can I swim in the pool after my lesson or use the hot tub?

Yes, if you have purchased a wristband and the pool is not closed for other lessons.

My child took swim lessons through the school at the TLC - do you have record of that?

No, we do not keep any records of the Swim @ School program. You could contact the school or come in and have your child assessed by one of our lifeguards during public swim to find out what level they would need to register in.

Can I rent skates/helmets?

Yes! Our new skate sharpening kiosk, Parkland Skate Services is open and you can check out their hours of operation here (link).

If I rented the ice, can I plug my iPod in to play music?

Yes, we have two auxiliary cords available at the Customer Experience Representatives desk. 

It’s cold in the arena stands – can you turn the heaters on please?

They are on timers on the wall and on the pillars in the arena viewing area. You can just turn them on and they will turn off automatically.

It’s dark on the field – can you turn the lights on please?

Yes. Please ask us at the front desk for all of your arena or soccer needs and we can help you!

If no one is using the ice can I skate on it?

If there are no bookings and no ice maintenance is scheduled, you can purchase a wristband and ask our front desk staff to confirm that it is okay to use.

Can I wear my skates with their guards on to get a Booster Juice?

No, you must take off your skates when not on the back arena floor or ice.

Can my soccer team please have the curtain on the field raised or put down?

Yes, we can help you with that!

If a player is injured on the field/ice how do we access the room to conduct first aid on the player?

Only staff members have access to the first aid room, so you can contact a staff member to help.

Can my eight-year-old run on the track with me?

Yes, as long as they are being supervised and have a wristband.

Can I take my stroller on the track?

Yes, they are allowed on the track. Please make sure the wheels are clean and dry. Please park strollers outside of the field entrances, not on the fields.

Can I drop in to a registered class?

Yes. The fee for a member is $13.00 and for a non-member $17.00. This fee does not give you access to the facility before or after your class.

How do I get a spin bike moved so that I can watch my son practice on the south arena?

Please ask a Wellness Rep (located in the Fitness Centre) for help with moving equipment.

Can I post my Garage Sale flyer on your bulletin boards?

We only accept posters for non-profit programs and events that happen in the Tri-Municipal Region.

How do I volunteer at the TLC?

Check out our Volunteer section.

Can you hold on to my motorbike helmet for me while I work out?

Sure! We can keep it for you behind the front desk.

Can you page someone to the front desk for me?

Unfortunately we can only use our paging system for emergencies.

I’ve purchased a wristband can I come back later and use the facility?

Yes, you can leave your wristband on (we will exchange for appropriate colour if necessary) or we will accept (receipt) proof of payment.

triACTIVE Rewards Program

Who is eligible?

All patrons of the TLC are eligible to participate in our loyalty points program called triACTIVE Rewards!

Enrolment in the program is not automatic, patrons must request enrollment in person at the Customer Experience Desk. 

Each member of a family may sign up individually. 

What products and services are eligible to earn TriACTIVE Reward points?
  • TLC Admission Passes (10 visit, 1 & 3 month)
  • TLC Memberships (pre authorized and annual)
  • TLC Registered Programs (value of $20 and over)
  • TLC Professional Services
How will points be assigned to participants?

All purchases of the above programs and services by an individual who has opted to join the loyalty points program will automatically accumulate triACTIVE Rewards points.

Is there any other way to collect TriACTIVE rewards?

We will occasionaly offer Special Promotions and unique Offers. 

Can family members share points?

Points will be awarded on a per person basis but points may be transferred from one individual to another at any time.

How can points be redeemed for rewards?

Customers wishing to redeem their accumulated points for rewards must do so in person at the front desk.  

What rewards are available?

Currently, points can be redeemed for TLC Water Bottles, TLC T-Shirts, and TLC Gift Cards of various values.  In the future we may offer direct discounts on the purchase of future programs and services with the redemption of points (similar to using Airmiles to partially pay for a purchase).

Can points be transferred to other reward members or to a non-profit?

Yes, a TriACTIVE Rewards participant can transfer their existing points to another participant of the program.  This request must be made at the front desk.

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