He pātai auau

Frequently asked questions

If you are a member or multi-visit pass holder we have already set-up an account for you.

You can log in for the first time with your email address, please click ‘forgot password’ to create your password.

If you haven’t had a membership or held a multi-visit pass before, you will need to create a free online account. 

Not sure if you have an account? 

Click 'Forgot password' when you log in. Enter your email address and click 'Submit'. If you already have an account, you will receive an email to reset your password.

If you don't have an account, the following message will appear 'email address not found'. If this happens, go back to the log in page and create a free online account.

You can add children, whānau or group members to your online account. Here's how:

1. Log in to your account.
2. From the 'Account' section, click 'Whānau and group members', then click 'Add whānau or group member'.
3. Choose which centre you would like them enrolled at.
4. Click 'Create guest account', then click 'Create Free Account', and then click 'Next'.
5. Enter their details, and then click 'Create account'.

If you're not sure what email address is connected to your account, you can speak to our customer experience team at the front desk, email membership@ccc.govt.nz or call us on 03 941 8999.

You can reset your password easily online.

1. Log in to your account.
2. Click on 'Account', and then 'Change password' at the bottom left of the screen.  
3. Enter your old password, your new password, confirm the new password again, and then click 'Submit'.

1. Log in to your account.
2. Click 'Account', and then click 'Edit Profile'.
3. You can update your email address or personal details.

Some sections can only be edited by our staff. To get these updated, please speak to one of our customer experience team at the front desk, email us at membership@ccc.govt.nz or call us on 03 941 8999.

If you need support accessing or using your online account, we are here to help.

You can speak to one of our customer experience team at the front desk, email us at membership@ccc.govt.nz or call us on 03 941 8999.

Please call us on 03 941 8999 and ask for language interpretation services.

1. Log in to your account.
2. Click on 'Book', then click 'Classes'.
3. Choose the centre you want to book at. You can switch between Calendar or List view.
4. Choose which class you want to book for.
5. Once you've booked your class, you can click onto 'My Bookings' at the top of screen to view all your bookings.

1. Visit the online account log in page here and then click 'Join now'.
2. Follow the steps to create an account.
3. Once you have created your account, click on 'Book', then click 'Classes'.
4. Choose the centre you want to book at. You can switch between Calendar or List view to
   book your class.
5. Once you've booked your class, you can click onto 'My Bookings' at the top of screen to view all your bookings.

1. Log in to your account.
2. Click 'My Bookings' located at the top of the page.

1. Log in to your account.
2. Click 'My Bookings' located at the top of the page.
3. Choose the class you want to cancel, then click 'Manage booking'.
4. Click 'Cancel booking'.
5. Click 'Confirm cancellation'.

Unfortunately we do not have waitlists.

You can see the availability of our classes, courses and sessions when you book online.

You can become a member by signing up online or you can visit in person at your nearest centre in a few simple steps:

1. Visit the online account log in page.
2. Click 'Create account'.
3. Choose your preferred centre.

If you would like to apply for a discounted membership, please speak to customer experience staff at one of our centres.

1. Choose your preferred membership type and click 'Next'.
2. Choose how you'd like to pay (prepaid or direct debit*) and click 'Next'.
3. Choose what day you would like to start your contract and click 'Next'.

*If paying by direct debit your first payment will need to be made online (credit or debit card). We suggest starting your membership on the day you wish to first visit us.

1. Enter your contact details and create a password (you will use this each time you log in), then click 'Next'.
2. Review and accept the terms and conditions and click 'Next'.
3. A summary of your contract and payment details will appear.
4. Click 'Yes' to acknowledge that you understand discounted memberships need to be arranged with our customer experience team in one of our centres and that you agree to the terms and conditions. Then sign the electronic screen, click 'OK', then click 'Next'.

1. Enter your bank details. The details you enter will be linked to your contract for all future payments. You can change your payment details any time.
2. Review all agreements and click 'Yes'. You will be taken to the payment gateway to make your initial payment by credit or debit card.
3. Make the payment.

You will receive an email confirming that you are now a member. Please review this email for further information.

Please visit your nearest centre to collect your membership card, take your photo for Membership ID and ask us any questions you may have.

Change or cancel your membership

Send an email to membership@ccc.govt.nz or speak to our customer experience team at your local Recreation and Sport Centre.

Change your payment details

1. Log in to your account.
2. Click 'Payment Settings'.
3. At the bottom of the screen click 'Add new payment method'.
4. Click 'Bank Account' then click 'Next'.
5. Enter your new bank account details, then click 'Next'.
6. You are all set! Click on 'Go to payment settings' to review.

Pay an outstanding fee

You can pay an outstanding fee by logging into your online account or by speaking to our customer experience team at your local centre.

Freeze your membership

1. Log in to your account.
2. Click 'Memberships and programmes'.
3. Select the Membership plan that you want frozen, then click on the forward arrow.
4. Click 'Freeze contract'.
5. Choose the freeze option then click 'Next'. 
6. Enter your details and select the reason for the freeze from the drop-down list, then click 'Confirm'.
7. A confirmation notification will briefly appear on the screen.

Medical freezes need to be arranged with our customer experience team at one of our centres or emailed to membership@ccc.govt.nz 

Discounted memberships

If you would like to apply for a discounted membership (for example if you have a Community Services, Secondary Student, Hapai Access, KiwiAble Leisure or Super Gold card) you will need to do this in one of our centres.

Please speak to one of our customer experience team to find out more.

1. Log in to your account.
2. Click on ‘Book’, then click ‘Courses’.
3. Choose the centre you want to book at. You can switch between Calendar or List view.
4. Choose the level you want to book.
5. Choose which child you want to book for.
6. Proceed through steps for payment and confirm booking (see make a payment below).
7. Once you’ve booked the lessons, you can click ‘My bookings’ at the top of screen to view all your bookings. 

1. Visit the online account log in page here and then click 'Join now'.
2. Follow the steps to create an account.
3. Once you have created your account, click on ‘Book’, then click ‘Courses’.
4. Click ‘Add a new child’ if you are booking for a child.
5. Answer the questionnaire.
6. Choose which centre you want to book at and choose your level. You can switch between Calendar or List view.
7. Book your class, and follow the payment steps to confirm your booking (see make a payment below).
8. Once you’ve booked the lessons, you can click ‘My bookings’ at the top of screen to view all your bookings. 

1. Log in to your account.
2. Click on ‘Account’, click ‘Whānau and group members’, click ‘Add whānau or group member’.
3. Choose which centre you would like them enrolled at.
4. Click ‘Create guest account’, click ‘Create free account’ and click ‘Next’.
5. Enter child’s details, click ‘Create account’.

1. Log in to your account.
2. Click ‘My Bookings’ at the top of the page.

Bank details

1. Enter your bank details (details you enter will be linked to your contract for all future payments. You can change your payment details at any time).
2. Select ‘All agreements’ and click ‘Yes’.
3. You will be taken to the payment gateway to make your initial payment by a credit or debit card.
4. Complete your payment. 

You are able to request a cancellation by emailing swimsmart@ccc.govt.nz or visiting one of our centres.

Cancellations can only be made at the end of the school term. 

1. Log in to your account.
2. Click ‘Payment settings’.
3. At the bottom of the screen click ‘Add new payment method’.
4. Click ‘Bank Account’, then click ‘Next’.
5. Enter your bank account details, then click ‘Next’.
6. You’re all set! You can click on ‘Go to payment settings’ to review.
7. You can choose to delete previous bank account details. The bank account details you have newly added will now be your default payment option.

You can pay an outstanding fee by logging into your online account or by speaking to our customer experience team at your local centre.

Swimsmart memberships can be frozen for medical reasons and require a medical certificate to support this.

You can request a medical freeze by emailing swimsmart@ccc.govt.nz with a copy of your medical certificate or by speaking to our customer experience team at your local centre.

Unfortunately we do not have waitlists.

You can see the availability of our classes, courses and sessions when you book online.

We are offering transfers to customers who want to move up a level or change the day and/or time of their lessons for the term.

1. Log in to your account.
2. Click on ‘Book’, then click ‘Courses’.
3. Choose the centre you want to book at. You can switch between Calendar or List view.
4. Choose the level you want to book.
5. Choose which child you want to transfer.
6. Click 'Enrol Now'
7. Click 'Transfer Here'
8. Confirm class you are transferring from.
9. Confirm transfer

Please note - If life gets in the way and you can’t make your class – please remember to email swimsmart@ccc.govt.nz to let us know.

If you’re progressing up a level or you need to change your lesson time for the rest of the term, you’re able to do this through your online account. If you’re needing to change the location of your lesson, please pop into any of our centres to chat to our friendly team.

We encourage students to stay with their booked class where possible, for the duration of the term, as it helps to reduce disruption to the programme for others.

Losing an item can be stressful, but rest assured, we're here to help reunite you with your belongings as quickly as possible.

If you've misplaced an item in one of our centres, the first step is to visit the centre in-person. The Customer Experience team at the front desk will check the lost property storage for your missing item.

In the unfortunate event that we're unable to locate your lost item immediately, we'll add your information to our lost property register. If your item turns up later, we'll get in touch with you.

We're able to check our lost property register and confirm if we have a item matching your description by phone or email. However to ensure the security and accuracy of our lost property process, we are only able to verify lost property in person. 

You can purchase a variety of multi-visit passes online or in our centres.

To purchase online:

1. Log in to your account. If you are a new customer, you can create a free online account.
2. Click the 'Buy entry passes' icon.
3. Under 'Buy now', click 'Visit Passes'.
4. Choose which pass you would like and then add it to your cart.
5. Follow the steps to complete your purchase.

Multi-visit passes are valid for 12 months and are unable to be frozen/suspended. Refunds are unable to be made for un-used visits. Multi-visit passes are non-transferrable.

If you would like to apply for a discounted multi-visit pass (for example if you have a Community Services, Secondary Student, Hapai Access, KiwiAble Leisure or Super Gold card) you will need to do this in one of our centres.

Please speak to one of our customer experience team to find out more.

You can view how many visits you have remaining and the expiry date.

1. Log in to your account.
2. Click 'Account' in the main menu.
3. Click 'My Purchases'.

Gym and Gym & Pool members can get a free personal programme appointment with our fitness instructors every 12 weeks. 

If you don't have a membership, you can book an appointment and pay online.     

1. Log in to your account. If you are a new customer, you can create a free online account.
2. Click the 'Book' icon, and then 'Fitness Programme'.
3. Select the centre you would like to book at.
4. Choose a time that suits.
5. Click 'Book Now'.
6. Select what type of appointment you would like. 
7. Confirm your start time.
8. Click 'Pay now'. If you are a member, it will show as $0 on the payment screen.
9. Finally, you will be shown a confirmation screen and you will be sent an email confirmation. You can now close the screen.

1. Log in to your account. If you are a new customer, you can create a free online account.
2. Click the 'Book' icon, and then click 'Classes'.
3. Choose which centre you would like to book at - you can search using the filters. 
4. Choose your date and time. Classes that are fully booked will be greyed out.
5. Click 'Book Now'.
6. Confirm by clicking 'Book now'.
7. The booking has now been made.

To see your booked classes and cancel a booking, you can view them by clicking on 'My Bookings' in your online account.

If you are unable to make it to your group fitness class booking, please cancel your booking at least 30 minutes before the class start time. You can cancel your booking from your online account.

If you have paid casually for a group fitness class and you don't attend, we are unable to refund the cost of the class.

If you have booked in to attend a group fitness class with a multi-visit pass and you don't attend, we are unable to re-issue that visit to your card.

1. Log in to your account.
2. Click on 'Book', then click 'Classes'.
3. Choose the centre you want to book at. You can switch between Calendar or List view.
4. Use the ‘Any category’ filter above the timetable and then select ‘Under 5s Activity’.
5. Use the ‘Any class’ filter and choose which session you want to book for.
6. You can click on the dates below the filters to change which dates you want to view, and also use the arrow on the right of the calendar dates to change the week. You can book up to 8 days ahead.
7. Select the session you would like to book for.
8. Choose which child you want to book for (see ‘Set up children/add children’ section below to add a child to your account).
9. Proceed through steps for payment and confirm booking.
10. Once you've booked your session, you can click onto 'My Bookings' at the top of the screen to view all your bookings.
11. You will receive a confirmation email with your booking details.

If you’ve booked a session as a casual user, please pay for your session online to secure your booking. If payment isn’t made, we’ll free up your space for another customer.

1. Visit the online account log in page here and then click 'Join now'.
2. Follow the steps to create an account.
3. Once you have created your account, click on ‘Account’, click ‘Whānau and group members’, click ‘Add whānau or group member’.
4. Choose which centre you would like them connected to (the centre you will use the most).
5. Click ‘Create guest account’, click ‘Create free account’ and click ‘Next’.
6. Enter child’s details, click ‘Create account’.
7. Click on 'Book', then click 'Classes'.
8. Choose the centre you want to book at. You can switch between Calendar or List view.
9. Use the ‘Any category’ filter above the timetable and then select ‘Under 5s Activity’.
10. Use the ‘Any class’ filter and choose which session you want to book for.
11. You can click on the dates below the filters to change which dates you want to view, and also use the arrow on the right of the calendar dates to change the week. You can book up to 8 days ahead.
12. Select the session you would like to book for.
13. Choose which child you want to book for.
14. Proceed through steps for payment and confirm booking.
15. Once you've booked your session, you can click onto 'My Bookings' at the top of the screen to view all your bookings.
16. You will receive a confirmation email with your booking details.

If you’ve booked a session as a casual user, please pay for your session online to secure your booking. If payment isn’t made, we’ll free up your space for another customer.

1. Log in to your account.
2. Click on ‘Account’, click ‘Whānau and group members’, click ‘Add whānau or group member’.
3. Choose which centre you would like them connected to.
4. Click ‘Create guest account’, click ‘Create free account’ and click ‘Next’.
5. Enter your child’s details, click ‘Create account’. 

1. Log in to your account.
2. Click ‘My Bookings’ at the top of the page.

1. Log in to your account.
2. Click 'My Bookings' located at the top of the page.
3. Choose the session you want to cancel, then click 'Manage booking'.
4. Click 'Cancel booking'.
5. Click 'Confirm cancellation'.
6. You will receive a confirmation email to confirm the details of your booking cancellation. 

A visit credit will be applied to your account if you cancel at least 30 minutes prior to the start of your session.

If we need to cancel a session that you have booked and paid for, we will send you a cancellation email and a visit credit will be applied to your account.

If you have added your children into your account (see ‘Set up children/add children’ section above to add a child to your account), you can add them to your booking at the time of making the booking.

If you have an existing booking which you would like to add children to:

1. Log in to your account.
2. Click 'My Bookings' located at the top of the page.
3. Choose the session you want to edit, then click 'Manage booking'.
4. You can now add your children into the same booking.

Unfortunately we do not have waitlists.

If you would like to book a session or buy an Under 5s multi-visit pass at a discounted rate (for example if you have a Community Services Card or you want to book for two or more children) you will need to do this in one of our centres.

Please speak to one of our customer experience team to find out more.

Multi-visit passes are unique for each child and are not able to be shared. If you are booking for more than one child, you will need to purchase a multi-visit pass for each child or pay casually.

• At Pioneer - please make your way to check in with the Tumbletimes tutor in the Stadium.
• At Graham Condon - please make your way to check in with the Tumbletimes tutor the Sports Halls.
• At Cowles Stadium and Te Pou Toetoe Linwood Pool - please check in at the front desk.

• If you have an access card, you can swipe in at the entry gates to go through to the pool.
• If you don’t have an access card, please speak to the Customer Experience team at the front desk – they will check you in.

1. Log in to your account.
2. Click on ‘Book’, then click ‘Courses’.
3. Select Pioneer Recreation and Sport Centre. You can switch between Calendar or List view.
4. Choose ‘Preschool Gymnastics’ with the Activity Type filter.
5. Choose the class you want to book.
6. Choose which child you want to book for (see ‘Set up children/add children’ section below to add a child to your account).
7. Proceed through steps for payment and confirm booking.
8. Once you’ve booked the classes, you can click ‘My bookings’ at the top of screen to view all your bookings. 

1. Visit the online account log in page and then click 'Join now'.
2. Follow the steps to create an account.
3. Once you have created your account, click on ‘Book’, then click ‘Courses’.
4. Click the ‘Add a new child’ blue button.
5. Select Pioneer Recreation and Sport Centre. You can switch between Calendar or List view.
6. Enter your child’s details.
7. Choose ‘Preschool Gymnastics’ with the Activity Type filter.
8. Choose the class you want to book and follow the payment steps to confirm your booking.
9. Once you’ve booked the classes, you can click ‘My bookings’ at the top of screen to view all your bookings. 

1. Log in to your account.
2. Click on ‘Account’, click ‘Whānau and group members’, click ‘Add whānau or group member’.
3. Choose Pioneer Recreation and Sport Centre, click ‘Create guest account’, click ‘Create free account’ and click ‘Next’.
4. Enter child’s details, click ‘Create account’.

1. Log in to your account.
2. Click ‘My Bookings’ at the top of the page.

A credit for missed classes will be applied to your account when a medical certificate is provided.

Enrolment fees are non-refundable once the term commences.