Standard DLSA Communication

Have you met our awesome Admin Team?

The DLSA Admin Team is charged with keeping you up-to-date with everything that is going on with your booking and account details. With more than 1,300 families and more than 2,000 individual bookings, our Admin Team have to work hard to have everything just right.

One thing very important to us is great communication. We have a number of important booking and account communication procedures that we follow each program.

Because we are working with more than 2,000 individual bookings/week we utilise email, somtimes text messsage and, of course, phone calls as our standard communication procedure. It is very important that we have your most up-to-date contact information so that we can keep you up-to-date.

Why not take a moment to update your contact info right now? Or, why not take a moment to ensure your email program will easily receive emails from our Admin Team using the following email addresses:  This email address is being protected from spambots. You need JavaScript enabled to view it.  (our standard email communication address),  This email address is being protected from spambots. You need JavaScript enabled to view it.  (DLSA Wilsonton specific email address), This email address is being protected from spambots. You need JavaScript enabled to view it.  (DLSA Centenary Heights specific email address). 

Learn the DLSA lingo... Click here to become familiar with some regularly used DLSA terms and acronyms.

160219ROLLOVER 

Just after the half way point in the current program of lessons, you will receive your Rollover Complete notification. This means any bookings you have with the DLSA have been automatically rolled over to the next program.

The benefits of our roll over system are many... Firstly, there's less time wasted at the front counter trying to rebook. Secondly, you get to easly maintain your most preferred time & teacher for the next program.

It is imperitive to note that if you do not wish to continue your booking in the next program you need to complete a deferral form ASAP. A deferral form can be downloaded here.

 

DLSA Standard Admin Communication - Procedures & Policies

CUSTOMER INITIATED COMMUNICATION

The DLSA Admin Team will endeavour to respond to phone call messages and/or email messages on the same day in which they are received before the end of the business day.

Our preferred method of communication from our customers is via the phone or email. Using social media to send messages to our Admin Team is not recommended as the Admin Team do not have access to replying to personal personal messagess through our social media pages.

While we may at times send a text to customers regarding booking or account information, our Admin Team cannot receive text messages as a form of communication, as this form of communication is done through an automated, secure service.

 

GENERAL INFORMATION COMMUNICATION

Our website contains much of our general information such as updated Class Structures, Payment & Makeup Policies, Important Dates as well as a wide range of brochures and pages designed to help our parents understand the DLSA Program, Policies & Processes a little better, thus enabling you to get the most out of your time with DLSA.

Further to this we will produce 4 to 6 informative newsletters per year... Keep a look out for these.

Reception area TV screens will cycle through weekly important announcements (currently available at DLSA Wilsonton). These announcements are week specific... Take a moment to check them out when you're at our center.

Join us on Facebook & Twitter... We use our social media pages for up-to-the minute important information.

 

BOOKING COMMUNICATION - BC

Usually by week 7 of a program we will perform the booking Roll Over (RO). As per our Perpetual Program system all bookings enrolled in the current program will automatically be rolled over to the next program. This saves you time trying to rebook, getting in before you lose your most preferred class/time/teacher. IMPORTANT - If you do not wish to continue your booking into the next program, you must complete a Deferral Form & submit it to the DLSA Admin Team for processing.

You will receive three booking confirmation emails. You will receive 1 email per individual booking.

The first BC will be sent at the time of the RO. This will also signal the availability of the DLSA Pre-Payment Discount which is our most discounted lesson rate.

A second BC email will be sent out a week before the DLSA Pre-Payment Discount ends.

A third BC will be sent out just before the new porgram begins.

 

ACCOUNT UPDATE - AU

During the week leading into the end of the DLSA Pre-Payment Discount period, we will send a Family Account Update to all families who have not already finalised their fees for the upcoming program.

Once the new program has commenced we will automate the following communication:

Week 1 - Account Update email to all outstanding accounts (albeit not overdue).

Week 3 - Account Update email to all outstanding accounts (albeit not overdue).

Week 5 - Account Update email to all outstanding accounts (now overdue).

Week 6 - Account Update phone call & email to all outstanding accounts (now overdue).

Week 7 - Account Update phone call, email & text to all outstanding accounts (now overdue).

Week 8 - Account Update phone call, email & text to all outstanding accounts (now overdue& due for lesson suspension).

Week 9 - Account Update phone call, email & text to all outstanding accounts (now overdue & lesson has been suspended).

Week 10 - Account Update phone call, email & text to all outstanding accounts (now overdue & lesson has been suspended).

Week 11 - Account Update phone call, email & text to all outstanding accounts (now overdue & lesson suspended).

IMPORTANT - At all times, if there is a problem with your account and/or you have a problem with a payment, please contact our friendly Admin Team to discuss our family friendly options.

 

TEMPORARY INSTRUCTOR CHANGE

From time to time an Instructor has to be absent at short notice due to sickness and/or unforseen circumstances. In this situation, multiple notices will be posted throughout the DLSA center in which the change will happen. If the Instructor change influences a private class in which the attendee relies upon the original Instructor's attendance, a phone call will be made to the nominated parent using the nominated phone number.

 

PERMANENT INSTRUCTOR CHANGE

On the very rare occasion that we need to make a permanent Instructor change due to an Instructor ceasing employment for personal reasons or otherwise, we will broadcast a notification via your nominated email and text as soon as possible. In dealing with this situation our Admin Team will work hard to cater to your needs and ensure any Instructor transition happens as smoothly as possible.

 

DLSA Lingo:

Booking Confirmation - BC

This is an important piece of information that we provide to you a few different ways. As the name suggests, when you make a booking we will confirm with with you a number of ways. You will receive a BC receipt from our Admin Team when making a booking in person. We will email you a confirmation of that booking using your nominated email address.

We will email you a BC when our Admin Team performs the program Roll Over. We will reconfirm this Roll Over booking another two times via email before the program starts.

IMPORTANT - If you do not wish to continue your booking into the next program, you must complete a Deferral Form & submit it to the DLSA Admin Team for processing.

 

Account Update - AU

At various times we will keep you up-to-date with your account balance usually on a 'by family' amount. IMPORTANT At all times, if there is a problem with your account and/or you have a problem with a payment, please contact our friendly Admin Team to discuss our family friendly options.

Roll Over - RO

As part of our Perpetual Program Policy, our Admin Team will automatically roll bookings from the current program to the next program. This saves you time at the booking desk and ensures you maintain your most favoured date/time/teacher.

IMPORTANT - If you do not wish to continue your booking into the next program, you must complete a Deferral Form & submit it to the DLSA Admin Team for processing.

 

Standard Program Identification - P115

You can identify any of the four main programs we have per year using our standard program identification EG: P115 = Program 1, 2015. P215 = Program 2, 2015.

The term Program within the DLSA pertains to the time of a calander year. Program 1 = Jan, Feb, Mar. Program 2 = Apr, May Jun. Program 3 = July, Aug, Sep. Program 4 = Oct Nov Dec. 

Generally, children attend swimming lessons once, twice or three times per week during these programs.

 

Booster Blocks - BB

BBs are our school holiday, intensive programs where children attend five lessons (Mon to Fri) per week.

 

DLSA Privacy Policy Pertaining to Booking Confirmation and Account Updates:

The DLSA is dedicated to spreading the WATER SAFETY message. As part of this focus we broadcast WATER SAFETY specific messages from time to time. In all cases, individuals will be able to unsubscribe from further water safety messages.

We do, however, reserve the right to contact individuals via email and/or text with information pertaining to Account Updates and/or Outstanding Accounts.

 

Contracting Program - CP

During cooler months, our Admin Team may need to close some classes due to inactivity from time to time. All consideration is given to the families who may be enrolled in a class that has been scheduled to be cancelled. We thank-you for your understanding regarding this issue.

 

Expanding Program - EP

During our warmer months our Admin Team have the ability to expand the program to cater for demand. During this time new classes may become available. We will work had to cater to your needs.