FAQs

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

If your child is under 7-9 years, they will need to have a guardian 14 years of age or older to visually supervise them. If they are 6 years or under, the parent/guardian has to be in the water with them, no further than arm’s reach away.

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.

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 7-9 years of age need a parent or guardian 14+ actively supervising them at all times.

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

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.

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

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.

You can rent helmets at the front desk. We do not currently offer skate rentals. 

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

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

Yes, you must take off your skates when not on the back arena floor or ice.

Yes, we can help you with that!

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

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

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.

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.

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

Unfortunately we can only use our paging system for emergencies.

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

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.

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.

• 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

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.

We will occasionaly offer Special Promotions and unique Offers.

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

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

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).

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.

Parties can be booked no less than 14 days in advance. Requests within 14 days may be possible but cannot be refunded once booked and paid for.

Full payment is due at the time of booking. Payment options are Visa, MasterCard, Interac or cash (Visa/Debit and MasterCard/Debit are not accepted over the phone).

Refunds (less a $25 admin fee) will be provided on all cancellation made a minimum of 14 days ahead of party date. No refunds will be given inside 14 days.

Tables and chairs will be arranged for you, with garbage and re-cycling cans too. Please include the number of tables and chairs you require in your email to us.

The Party Room (formerly known as Shotz Lounge) is on the second floor of the TLC, behind the concession. It can accommodate 80 people at the most.

Yes, please stop by our front desk to let us know you’ve arrived at the TLC and pick up your wristbands.

Additional activity Wristbands for $6.00 each may be purchased at our front desk when you arrive at the TLC.

You may decorate the Party Room inside your booking time with balloons or banners using masking tape only. 
Please do not use silly string or confetti-type products, as these may result in additional cleaning fees being charged.
You are responsible for removing all decorations before your party booking time ends.

Yes, you may bring in outside food and drinks (no alcohol).  A large fridge (no freezer) is provided in the Party Room. If you are expecting a food delivery, please inform our front desk team upon arrival at the TLC.

Please get in touch with them directly at (780) 960-6869.

Yes, the Party Room is a lockable space so during your booking you may leave party items in there while you use other areas of the facility for activities.  Please find a TLC staff member to lock/unlock the room for you.

No, these areas are not able to be reserved for private use. These areas will be shared with other facility patrons.

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

If your child is under 7-9 years, they will need to have a guardian 14 years of age or older to visually supervise them. If they are 6 years or under, the parent/guardian has to be in the water with them, no further than arm’s reach away.

No, only those participating in activities would use up one of your Party Pack Wristbands. 

Please email party@trileisure.com if you have questions prior to your party date, or during your visit please ask our front desk team or any staff member - we will always do our best to help!

Yes, all our birthday packs require you to sign and return a Party Pack agreement at the time of booking your party (MUST be returned no later than 48 hours after booking).

• Respect yourself and others, including TLC staff.
• Must be 14 years old or 11-13 years and have completed the TLC training program.
• Use TLC equipment with care.
• Put equipment away when finished.
• Use the spray bottles and towels to wipe off equipment.
• Wear clean indoor shoes.
• Store your belongings in the locker areas.
• Please keep food out of the fitness centre.
• Have a great workout!

• Patrons 2 years and older must wear a visible TLC wristband (proof of payment).
• Food and Beverages are not permitted in the Gymnasium. Water bottles are allowed. Personal music is not permitted in the Gymnasium.
• The Gymnasium space is shared, and play must include ALL persons wanting to participate.
• Clean indoor shoes are required.
• Please return all borrowed equipment to the front desk.

• Patrons must wear a visible TLC wristband (proof of payment) during equipment use.
• Clean equipment after each use.
• Do not spray cleaner directly on the equipment.
• You must be 10 years of age or older to use this equipment.
• Clean indoor shoes are required.
• Let us know if we can help.
• Have a great workout!

1 lap = 225m
4.4 laps = 1 km
7.1 laps = 1 mile

• Please use the track in the direction posted.
  • M/W/F/SA clockwise
  • T/TH/SU counter-clockwise
• Respect yourself and others, including TLC staff.
• Kids 12 and under must be actively supervised.
• Use TLC equipment with care.
• Clean up after yourself.
• Use the spray bottles and towels to wipe off equipment.
• Wear clean indoor shoes.
• Please keep food out of the track area.
• Be mindful of entering and exiting lanes (shoulder check).
• Have a great workout!

• Patrons 2 years and older must wear a visible TLC wristband (proof of payment).
• The Play Centre is unstaffed and intended for children 7 years and younger. Must be actively supervised by a person 14 years or older.
• Food and Beverages are not permitted in the Play Centre.
• Clean indoor shoes are required; bare feet are not permitted.
• Please keep sick children at home.

The TLC recommends children be potty-trained before starting preschool. Non–potty-trained children may attend if parents are actively working on potty training at home. Staff can provide reminders and access to nearby washrooms, but cannot perform diaper changes. Parents must send extra clothing, and may be contacted to assist with accidents.

We want you to be able to register for our programs with the least amount of headache. On registration days, our staff are dealing with a high volume of customers - let’s get you ready with some answers to Frequently Asked Questions, which will help you avoid any technical delays:

Course registration fees do not include access to the facility before or after class. General admission or a facility pass/membership is required to utilize any other part of the facility.

Login to your TLC online account. Under your name, choose MY FAMILY in the drop-down menu. Click on the ADD button and fill in the required fields.

No, you cannot create an account online. Please call our front desk team BEFORE registration day to create a new account.

We have waitlists available for all courses, and using them can pay off! If a place becomes available in the course on which you’re waitlisted, or if demand is sufficient and space/instructors are available, additional courses may be added – in both situations we will contact you directly to offer you a place, so make sure we have your correct phone number and email on account. Waitlisting can be done online or by calling our front desk team.

If you take part in registered courses and use professional services at the TLC, but don’t really use our other facilities like the gym or the pool, then the TLC Wellness Pass might be right for you. This pass provides you with 365 days of early registration and member pricing for programs and services!

We are undertaking three significant infrastructure upgrades: replacing Air Handling Unit #1 (AHU1), replacing the aquatic pumps, and replacing the facility’s main boiler system, which provides hot water throughout the building.

AHU1, which is the main heating, cooling and ventilation unit for the pool, is reaching the end of its expected service life; its replacement has been planned for 2026. The new unit will improve ventilation performance, reliability, and overall system efficiency.

At the same time, we will replace all the pumps connected to the aquatic centre, as well as the main boiler system that provides hot water throughout the facility. These upgrades will make the TLC more energy efficient, ensuring consistent, dependable heating, and will support the building’s operations for many years to come. We successfully secured grant funding for the boiler replacement, allowing us to complete it ahead of schedule at a significantly reduced cost.

The Aquatics Complex is expected to close from August 17 to October 18 inclusive, re-opening on October 19.

These systems are approaching key replacement timelines and are critical to keeping the facility operating safely and efficiently.

Yes, you will be able to put your membership on hold. We will have a few options to help you with that in the coming months.

Annual Memberships:  May hold their membership for some or all days of the pool closure. This hold will not affect their regular 63 hold days (9 weeks) per annum.
We will need written or in-person notification from Annual members if they wish to do this, no later than August 16.
 
Monthly Continuous Memberships: May hold their membership for the entire month of August, September, October, or any combination of those months.  Two-week passes will be available for Continuous members to purchase for both August 1 – 16 and October 18-31, respectively (at an equivalent membership rate, pro-rated to 2 weeks).  These hold(s) will not affect their regular 2 hold months per year.
We will need written or in-person notification from Monthly Continuous Members if they wish to do this, no later than July 25.

Memberships sold from May 1 onwards will include a ‘notice slip’ attached to their membership form for the member to initial, confirming their full awareness of the extended pool closure and their ‘hold’ options.

These upgrades will improve:

Air quality and ventilation
Heating reliability
Energy efficiency
Long-term facility performance

Yes, the facility will remain open and patrons can access the rest of the facility, i.e. arenas, indoor fields, etc. The only thing closed will be the aquatics complex.

• Admission and access: All visitors must pay admission or scan their valid pass or membership at the front desk before accessing the facility. If you have questions or would like to learn more about the facility, please speak with our front desk team about a tour.
• Intoxication and substance use: Individuals who appear to be under the influence of intoxicants will be denied entry or asked to leave. The consumption of alcohol or illegal drugs is not permitted on TLC premises.
• Illness and infection: To help protect the health of our community, please do not visit the facility if you are experiencing symptoms of a contagious illness, have a communicable disease, or have a skin condition that may pose a risk to others.
• Animals: Animals are not permitted inside the facility, except for certified service animals or animals participating in an approved pet therapy program.
• Wheels and recreational equipment: Skateboarding, inline skating and cycling are not permitted inside the facility.
• Smoking and vaping: Smoking and vaping are not permitted inside the facility. Please follow all applicable signage and designated-area restrictions on the property.
• Personal belongings and valuables: Please help keep your belongings secure. Lock your vehicle and bicycle, avoid leaving valuables in plain sight, and use the available lockers to secure your keys, wallet, phone and other personal items. Keep your locker PIN confidential and avoid bringing unnecessary valuables into the facility. TLC is not responsible for lost, stolen or unattended belongings.

• A cleansing shower must be taken before entering the pool
• Only pool footwear is permitted on the deck
• Walk at all times
• Children under seven years of age must be within arms reach of a responsible person over 14 years of age in and around the water.
• Children under 36 months must wear a snug-fitting swim diaper - (Public Health Act, AR 293/2006)
• Diving permitted only in the deep end
• Food, gum, drinks and glass containers are not permitted in the pool area
• The TLC is not responsible for lost or stolen items. Please lock all belongings in a locker.
• TLC Staff is here to ensure you have a safe, enjoyable time. The directions provided must be followed.
• Strollers are permitted in the designated areas.

• One person on the diving board at a time; please wait on steps
• Wait until the person is out of the diving board landing area before jumping off
• One bounce only
• Walk on the diving board
  Lifeguards have final approval for diving board use. (i.e. inverted dives, backflips)

• One slider at a time
• Exit the splash pit quickly to avoid injury
• Wait until the person ahead of you reaches the splash pit before you start to use the slide
• No stopping. No Trains.
• Go down the slide feet first, sitting up or lying on your back
• Children under 7 must be monitored by an adult or a responsible person 14 years of age or older when using the slide
• Slide at your own risk
• Toys and flotation devices (life jackets) are not permitted on the slide

(Capacity 40)

• The TLC recommends you keep your hot tub use to 15 minutes
• Pregnant women and those with health conditions should consult a physician before using the hot tub
• Toys and flotation devices (life jackets) are not permitted in the hot tub
• Horseplay is not permitted in the hot tub
• Hot tub is maintained at 40 degrees Celsius

• Swing out and let go - no swinging back
• Swim out of the way of the rope landing and swing area
• One person on the rope at a time
• Wait until the landing area is clear before swinging out
• Climbing the rope is not permitted

• Shower before and after using the steam room
• The TLC recommends you keep your steam room use to a maximum of 15 minutes
• Children under 14 years of age must be accompanied by a responsible person 18 years of age or older
• Pregnant women and those with health conditions should consult a physician before using the steam room
• Horseplay is not permitted in the steam room

• Public Skating: Certified hockey helmets (CSA Standard) are required when on ice for ALL skaters (including ADULTS).
• Shinny: Certified hockey helmets (CSA Standard) are required for when on ice for ALL skaters, including adults.
  
  
• Stick & Puck: 
  All Ages: Certified hockey helmets (CSA Standard) are mandatory.
  Under 18: Full equipment is required.
  Adults (18+): Helmets and gloves are mandatory at all times.
  
  
• Ringette:
  All Ages: Certified hockey helmets (CSA Standard) are mandatory.
  Under 18: Full equipment is required.
  Adults (18+): Helmets and gloves are mandatory at all times.

• Sticks and pucks are not permitted.
• Respect yourself and others, including TLC staff.
• Use TLC equipment properly and with care.
• Certified hockey helmets (CSA Standard) are required when on ice for ALL skaters (including ADULTS).
• Please keep food and drink out of the arena area.
• Have fun!

The use of phones, cameras, and other recording devices is permitted in public areas of the facility. All guests are expected to respect the privacy, comfort, and safety of others at all times.
Recording is not permitted in:

• Change rooms
• Washrooms
• Locker rooms
• Dressing rooms
• Staff-only areas

Recording is not permitted during:

• First aid or medical emergencies
• At the front desk or payment areas

Please remember:

• Ask permission before photographing or recording others
• Whenever possible, record only members of your own group
• Underwater recording requires staff approval
• Recording staff or volunteers requires their consent

For privacy and safety reasons, staff may restrict or stop recording in aquatic areas at any time.
If you have concerns about an inappropriate recording, please notify a staff member.