Frequently Asked Questions

Can I suspend my lessons?

We do not offer suspensions with Learn to Swim memberships. This is because we are unable to guarantee that the students place will still be available on returning to Minky’s Swim School. What we can do for you is cancel your lessons to stop your direct debits, and when you are ready to return, work with you to find a suitable class time.

How do I cancel my lessons if I am on direct debit?

All cancellations must be in writing and with 14 days notice given. You can cancel your swimming lessons by filling out the online cancellation form which can be found on the Manage My Lessons page.

All direct debit enrolments are ongoing until you decide to end them by filling out the cancellation form 14 days prior. If you need assistance or further information, please contact our customer service team at or on 9265 4888.

How long will my child be a level for?

Students progress at different rates to each other so some may pass quickly, others may take some time. The average time most students spend in a level is 3 terms.

If your child is in the same level of Minky’s Swim School for 3 consecutive swim school terms and does not progress to the next level within that timeframe we will provide FREE express program’s during the school holidays until the student progresses to the next level.

Terms and Conditions

  • To be eligible for this guarantee:
    • the student must -
      • be enrolled in Penguin, Clownfish, Crab, Turtle, Platypus, Dolphin, Octopus, Shark and Shark.
      • be enrolled in swimming lessons over 3 consecutive terms, excluding  school holiday breaks.
      • have an attendance rate of 90%
    • you must ensure you are scanning the Minky’s Swim School card upon arrival to the Centre for every lesson
    • The free Express Program must be used in the school holidays that directly follow on from the end of the Swim School Term once eligibility is met. Example – Express Program is offered in the September school holidays that immediately follow Term 3 after the student has attended the same Minky level for Term 1, 2 and 3
  • The Minky Swim School guarantee is not available for Active Abilities, Teen and Adult swimming lessons.
  • The Express Program is available in the school holidays and is not transferable. 

What happens if we miss a lesson?

If you are unable to attend a lesson due to other commitments, you are entitled to 1 free family swim pass, per student per term (without a medical certificate). To receive your family swim pass, please come and see reception the week after you missed your lesson and our friendly staff will be able to issue that for you!
If you are unable to attend a lesson/s due to medical reasons, we will honour each of the lessons missed with a free family swim pass, so long as a medical certificate stating the dates that you are unable to attend is presented to reception. The swim passes cannot be issued without the medical certificate. Please note that you can only claim passes for missed lessons during the term that the lessons were missed, not the following term.
We do not offer credits, refunds or make up lessons for any lessons missed.

My Account for Swim School 

Through My Account the Responsible Person of students enrolled in Minky Swim School is able to access course information. The responsible person is usually the parent or guardian of the child, or the participant themselves for those in our adult lessons.

The Responsible Person for each Minky’s Swim School account will have access to My Account.  Here you can access the following course information. 

My Account includes access to:

  • Enrollment details including - day, time, class level, centre and lane.
  • Skills required 
  • Past levels
  • Past classes

My Account also includes a certificate download link which becomes available once students progress from their current level. The certificate automatically embeds the students' name, teacher’s name and completion date and can be printed at home by the parent as soon as they receive the progression email. But don’t worry, we will still be providing hard copies too!

My Account (Swimming Lessons) - Frequently Asked Questions

Where do I login?

IMPORTANT: From 25 May 2022, the existing Swim Desk Parent Portal will be replaced by the new My Account portal.  

All existing Swim Desk Parent Portal and My Account users are required to reset their password before accessing the new My Account portal for the first time.  

Existing users include anyone who has a Swim Desk Parent Portal and/or My Account profile prior to 25 May 2022. This includes Centre Members, Multi-Visit Pass holders, Swim School Students and associated Responsible Parent/Guardian across any of our 3 sites.  

If you can’t remember the email address you provided when using our services, please contact our customer service team on 92654888

Simply follow the below steps to reset your password and access the My Account portal.  

Step 1: 

Launch My Account from a desktop PC or via the browser on your smart mobile, click ‘Forgot password’ and enter your email address and click ‘Submit’. 

Step 2: 

Follow the prompts in the password reset email and select your own password to access your account.

What do I do if I lose my login information?

If you remember your My Account login email, follow the below steps to reset your password. If you forgot your My Account login email, contact us via phone 92654888 and speak to our friendly customer service staff to update your details. 

Step 1: 

Launch My Account from a desktop PC or via the browser on your smart mobile, click ‘Forgot password’ and enter your email address and click ‘Submit’. 

Step 2: 

Follow the prompts in the password reset email and select your own password to access your account.

Can I use My Account on my smart device?

Yes, the new My Account portal optimised for viewing on a smartphone.


Is there an app for My Account?

No, the new My Account portal is optimised for viewing on a smartphone and therefore acts in much the same manner as an app. We recommend that you save the My Account link to your smartphone and save your username and password so you can easily log in with a couple of clicks.


Which web browsers are compatible with My Account?

We recommend using Google Chrome on computers and Safari on iPad.

I have a question about my childs report, what do I do?

If you have any questions, or need assistance, you can contact us. 

Fill in the contact form on the bottom of this page 


Call 92654888


How do I track my child's progress?

  1. To access via the Active Monash website, click the 'member log in' located in the top right-hand side of the screen where you will be redirected to:

  2. Enter the email address associated with your account – for first-time users you will need to click 'forgot password'.
  3. Once in your account, you will need to click on the 'skills' tab.   

4. Click on the down arrow to view enrolled students, then click on 'student' to see skills.

5. Scroll down to see levels and skills.

Visit here for more information. 



Enquiry form

Click here to view form.