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.

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

What is the triActive Rewards Program?

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. 

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.

Party Room Rental FAQs

How far in advance do I need to book?

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.

When do I need to pay?

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).

What if I need to cancel my party?

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.

How will the Party Room be set-up for us?

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.

Where is the Party Room and how many people can it accommodate?

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.

Do we need to check-in when we arrive for our party?

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

What if I need more activity Wristbands on the day of my party?

Additional activity Wristbands for $5.50 each may be purchased at our front desk when you arrive at the TLC.

Can we decorate the Party Room?

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.

Can we bring in our own cake, food & drinks?

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.

Who do I contact if I want to order food from the Mountain Top Market food concession at the TLC ?

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

Can we leave our stuff in the Party Room while we use the rest of the facility?

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.

Can we privately book the pool, gymnasium, leisure ice or play centre for our party?

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

Do I have to swim with my child?

Children under 7 years old require an adult (14 years or older) to be in the water within arms’ reach of them at all times. 

Do I have to pay for wristbands for adults who are not participating in swimming, skating or other activities?

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

Who do I contact if I have questions or need assistance before my party or during my party?

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!

Do I need to sign anything?

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).

Swim Lesson Transition

When will the transition be happening?

The TLC will roll out these changes in the Winter 2023 session. Information regarding the transition can be found on the TLC’s website (trileisure.com/programs/swimming/new-swim-lesson-transition/), and more information will be included in the 2023 Winter/Spring Program Guide. 

Why is the transition happening?

In January 2022, the Canadian Red Cross announced its decision to wind down its involvement in all swimming and lifeguarding programs to direct more attention to surging humanitarian demands in other areas – such as disaster and pandemic response, opioid harm reduction and caregiving for seniors. 

Specifically, all swimming and lifeguard training currently offered through the Canadian Red Cross will be transitioned to the Lifesaving Society of Canada by the end of 2022. 

What are the differences between the Red Cross Swim and Lifesaving Swim for Life programs?

• Names of levels: Red Cross Swim Kids vs. Lifesaving Swimmer  

• Number of levels

• Swimmer levels 4-6 will be 45 mins.

• There will be some differences between the Red Cross program’s performance criteria and the Swim for Life program’s “must sees” for skills, strokes, and safety items.

Is the Lifesaving Swim for Life program of the same quality as the Red Cross Swim program?

The Lifesaving Swim for Life program has been delivering nationally recognized swim and lifesaving programs in Canada for more than 100 years.  The TLC has always been dedicated to maintaining ongoing training and mentorship to our swim instructors to ensure we provide a consistently high quality of swimming programs.  We will continue to do this in 2023 with the introduction of an enhanced Lifesaving Swim for Life program, which we believe will provide a similarly high quality Swim Lesson experience as was previously taught with Red Cross Learn to Swim.

Are the ages for each level in the Swim for Life program the same as those of the Red Cross Swim program?

Yes! The recommended age ranges are the same for both. Swimmers must be the minimum age as of the first class of their lesson or course. The TLC ages for each level are as follows:

  • Parent & Tot 1 (previously Starfish): 4-12 months
  • Parent & Tot 2 (previously Duck): 12-24 months
  • Parent & Tot 3 (previously Sea Turtle): 24-36 months
  • Preschool 1 (previously Sea Otter): 3-4 years
  • Preschool 2-5 (previously Salamander – Whale): 4-5 years.
  • Swimmer 1-6 (previously Swim Kids 1-7): 6-12 years
  • Teen/Tween Swimmer (3 levels): ages 11-17
  • Rookie, Ranger, Star Patrol (previously Swim Kids 8-10): 10-14 years
  • Standard First Aid, Bronze Medallion: 13 years
  • Adult Swimmer (previously Adult Swim Basics & Strokes): 16+ years
  • Swim Abilities: 4+ years
  • Private lessons: 6+ years

We require registrants in our Swimmer levels to be a minimum of 6 years old for a couple of reasons:

1.      Maturity – 6-year-olds are of independent school age, which means they are beginning to think differently, take instruction well, and retain information more easily.

2.      They are also at a stage in their physical development that enhances their skill acquisition—they are physically ready to learn to swim. This is a big help to both instructors and swimmers when moving to the bigger pool and/or deeper pool spaces and into bigger class sizes.

Where can I find information about what will be taught in Swim for Life Lessons?

The TLC will have detailed information on our website (Trileisure.com) with transition charts, and program class descriptions. You can always contact us at 780-960-5080.

I see a range of skill and age groups all in the same swimming class. Can an instructor manage teaching such a range of skills at the same time? Will my child still have a positive experience?

Your instructor is trained to ensure that everyone gets the instruction they need. Occasionally, your instructor may ask for your help to build strategies that work for your swimmer or recommend moving your swimmer to a different level if they feel your swimmer would benefit from that.

Our certified instructors use a variety of tools and strategies to accommodate the skill and age ranges that may happen in any level. Utilizing teaching progressions, buoyant aids, and lesson planning all play a part in providing a quality lesson while staying flexible enough to help each swimmer feel successful. With the ranges in distances and times for the skills it is easy to challenge swimmers to go longer or farther while also giving the option to stop at the minimum distance/time without feeling singled out.

If my child has already completed Red Cross Swim Kids 10, where do they go?

Congratulations! With a completed Swim Kids 10 certificate, your swimmer can begin their training to become a Lifeguard and/or Swim Instructor.

• Rookie, Ranger & Star Patrol are the best next step for swimmers who have completed all their Red Cross Swim levels or the Bronze Star level in the new Swim for Life Program. We recommend Bronze Star (offered in the summer) candidates between 11-12 years old.

• We recommend all leadership candidates start by taking Standard First Aid at the age of 12 years.

• Once your swimmer is 13 years of age, they can register in our Bronze Medallion courses. They must also have completed a Standard First Aid certification course before registering.

Why is my child “going back” a level when registering in a Swim for Life Swimmer class?

They are not going back a level. They are moving to a different program, into a class that best suits their skill level.

• Registration in Swim for Life is based on age, ability, skill, and knowledge. Because no two swim programs are alike, they introduce different skills at different levels. This means that while many programs use a number system for their levels, the numbers and required skills do not line up exactly.

• The Swim for Life program uses researched progressions of skill development. The Tri Leisure Centre has added levels to the program to further enhance the progressions and help develop efficient strokes and strong skills. Thus, there is a “Beginner” level and an “Advanced” level for Swimmer 1 – 4. To see how the Lifesaving Society Swim for Life® program relates to Red Cross Swim Kids, check out our Red Cross to Swim for Life Transition Chart.

Are there any changes to class length?

Yes –The TLC will offer Swimmer Levels 1, 2, and 3 as 30-minute classes and Swimmer Levels 4-6 as 45-minute classes. The Rookie, Ranger, and Star Patrol programs will be 60 minutes. 

Preschool, Swimmer 1, 2, & 3, as well as Parent & Tot classes, are still 30 minutes of instruction.

What will the class sizes be?

The swimmer-to-instructor ratios for each level will be as follows, effective January 1, 2023 (these are subject to change as we determine what works for our pool space and instructors):

  • Parent & Tot 1, 2, & 3: 10 participants
  • Preschool 1 to 5: 6 participants
  • Swimmer 1-3: 6 participants
  • Swimmer 4 – 6: 8 participants
What are the costs associated with Swim for Life lessons?

2023 lesson prices will be adjusted to align with program material costs and the duration of each class.

Are there report cards and badges included in the Swim for Life program?

The Swim for Life program recognizes and celebrates each child’s successes. When a child finishes a Beginner level an accomplishment record (report card) will be given and if they complete all the skills, they will also receive a completion ribbon. When a child finishes an Advanced level an accomplishment record will be given and if they complete all the skills, they will also receive a badge. Your child will receive these recognition items from their instructor at the end of each session. The accomplishment record will also let you know which level to register in next. 

What do we do with the Red Cross report cards we have?

These will help to guide you in figuring out which level your swimmer should be registered in next.

Many families choose to hang onto these as keepsakes, as each badge obtained represents the determination and hard work of each swimmer! Plus, with the Red Cross Swim era ending, these will be extra special when your swimmer is older!

Has the focus of the lessons in the Swim for Life program shifted at all?

Focus continues to be on swimmers’ needs, water safety education & drowning prevention

The Swim for Life program has focused on simplified “Must Sees”, whereas the Red Cross Swim program focused on “Performance Criteria”. So, while the skills are much the same, this program’s “Must Sees” are less focused on perfecting swim strokes and techniques and more on drowning prevention and water-safe thinking.

Here at the TLC, we believe it is important to develop efficient strokes, as the more efficiently you can swim the more easily you will be able to reach safety if an incident leaves you in the water unintentionally. Also, an efficient stroke is a lifelong skill that one can use for enjoyment and improving fitness levels, and you need to pursue further certifications for lifeguarding and instructing. Which is another reason why we have added levels into the Swimmer program so we can help you develop these efficient strokes.

Will you be offering Adapted Lessons again?

The TLC offers adapted swimming lessons under the Lifesaving Society’s Swim Abilities program.

Why is it so difficult to get into swimming lessons lately?

We acknowledge that we are struggling to meet the demand for swimming lessons. This is due to several factors:

  • Post-Pandemic backlog. The reality is, during the pandemic, nobody was able to take swimming lessons. This has created a backlog that will likely take us the better part of 2 years to work through.
  • We are not alone in this predicament. Other facilities across the province and country are selling out of their swimming lessons as quickly as we are.
  • Demand shifts. Prior to the pandemic, most of the demand for lessons was in the preschool levels, which we have the space to accommodate. Since swimming lessons were not available during the pandemic, our swimmers grew up a little and need higher levels that are harder for us to accommodate based on our pool space.
  • Pool space. While we have plenty of Leisure Pool space for preschool levels, the highest demand levels are Swim Kids 1-3 (Swimmer 1-4). Given the height of most of those participants, there are select places in our facility where we can safely and comfortably offer those levels. So even if we run them every moment of our lesson times, we just can’t compete with the backlog of participants requiring those levels. 
Why can’t some swimmers just move up a couple levels you ask?

Swimming lessons are progressive – it is imperative for swimmer safety and success that swimmers master the skills in each level before moving onto the next. There are instances where swimmers grasp the early concepts quickly and can move on, however this is not usually the case. 

How can I transition my Red Cross Water Safety Instructor (WSI) certification to the equivalent Lifesaving Society certification?

• Your WSI certification can be transitioned simply by taking an online Swim Instructor transition module before December 31, 2022. This can be found here: https://courses.lifesaving.org/ 

• See the current TLC Program Guide for more information on the transition specific to leadership courses. 

Is my Red Cross First Aid certification affected?

No. The Water Safety Transition does not affect First Aid certifications.

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