Regional aquatic centre staff abused during fee-free period

A report to Orange City Council tabled on March 19 included worrying information about the abuse of aquatic centre lifeguards during the council’s fee-free period last Christmas.

An extra 16,000 people attending the centre over that time – more than doubling the usual numbers from 12,423 to a record 28,992.

The council forwent $300,000 in revenue during the six weeks for that fees were not charged – $90,000 from the normal revenue over that period not collected, and a further $210,000 from the additional patrons who attended the facility.

However, rather than being grateful for the free swim, some patrons took the opportunity to abuse staff. In fact, during that period more than 250 patrons were ejected from the centre for unruly behaviour.

The biggest issues were the refusal to follow instructions, abuse of staff or other patrons, and a higher-than-normal rate of theft with a number of phones and watches being taken from patron's bags.

One patron’s car was stolen from the car park after keys were stolen from his bag.

Police were engaged a number of times to report poor behaviour and to request patrols through the centre.

Council engaged security guards to manage the behaviour at a cost of about $30,000 over the second half of the free entry period, with the guards taking responsibility for managing and preventing the troublesome behaviour.

Understandably, there had been an increase in complaints from regular patrons. Anecdotal complaints included statements such as “ruined by small minority”; “very unsafe”; “scared”; and “out of control”.

In an interview with ABC Central West, Orange City Council’s community, recreation and cultural services director, Scott Maunder – who manages the pool – said the trouble was cause by a relatively small group comprising both children and adults, and that it escalated very quickly.

He also said that many of the lifeguards who were on the receiving end were in their teens or early 20s, and that even for the more experienced staff it was very confronting.

Additionally, he said there was also a rise in the number of excrement and urine contamination incidents in the pool.

Maunder said the staff were very happy for the free entry period to conclude.

Orange City Council mayor Jason Hamling told the ABC it was very disappointing, and with elections due in September, it would be up to the new councillors to decide how to proceed next summer, leaving open the possibility that the fee-free component, if it goes ahead, may only apply to families in future.

See page 58-59 of SPLASH! Edition 151, Crisis management: exploring risk at communal, public and commercial swimming pools, which includes advice from NSW Police on dealing with unruly patron behaviour at aquatic centres.

Image credit: supplied/sourced NSW Government