Aqualink Box Hill - Box Hill (VIC)

5 /5 Jules Young: I absolutely LOVE Aqualink Box Hill. I swim in the outdoor pool all year round both with and without my adult swimming club. The facilities are amazing and also allows access for those with both visually obvious and hidden disabilities. The staff are very friendly and helpful. Thank you so very much!!!

5 /5 008: SUBMISSION 100 (From 008) Subject: Formal Appreciation for Mirror Professionalism and Exemplary Customer Service and Commitment to Excellence Good morning Madam Alankee Herath Customer Advocate Lead, CC: Melissa Thompson Manager Customer Service Lisa Letic Direcror Community Services Simon McMillan The Chief Executive Officer (CEO) of Whitehorse City Council Cr Prue Cutts Ex Deputy Mayor Whitehorse City Council 2024/2025 term Cr Kieran Simpson Deputy Mayor Whitehorse City Council 2025/2026 term Cr Andrew Davenport Ex Mayor Whitehorse City Council 2024/2025 term Cr Kirsten Langford Mayor Whitehorse City Council 2025/2026 term Madam Alankee Herath Customer Advocate Lead, Thank you for your comprehensive and deeply thoughtful response dated 10 July 2025 and 24 November 2025. I am writing to formally express my sincere appreciation for the exceptional level of professionalism, empathy, and commitment to service excellence demonstrated in your communication. Firstly, I wish to commend the profound respect and cultural sensitivity evident throughout your response. Your explicit acknowledgment of the importance of cultural and linguistic diversity, and your unwavering commitment to fostering an inclusive environment for all patrons, aligns perfectly with the highest standards of community service. This nuanced understanding is both rare and invaluable. Secondly, your handling of the specific concerns raised was exemplary. The balanced and respectful manner in which you addressed the observations regarding staff interactions—particularly concerning tone, mannerisms, and perceived expressions—demonstrates a sophisticated understanding of interpersonal dynamics and a genuine commitment to ensuring all patrons feel heard and valued. Your assurance of reviewing staff conduct expectations and training is highly reassuring. Thirdly, I greatly appreciate your pragmatic and transparent approach to feedback processes.Your clear explanation regarding formal complaint channels, combined with your openness to considering my perspective on staff roles in documentation for future process reviews, reflects a commendable dedication to both procedural integrity and continuous improvement. Furthermore, your proactive commitment to addressing the operational issues (sauna cleaning standards and accessible change room signage uniformity) is noted with significant appreciation. The prompt action you pledged underscores a genuine dedication to maintaining a safe, clean, and consistently high-standard environment, which is fundamental to patron trust and wellbeing. Most importantly, the overall tone and substance of your letter deserve the highest praise.Your response was not merely an acknowledgment; it was a masterclass in empathetic, solution-focused, and highly professional customer service. You transformed what could have been a standard administrative reply into a powerful demonstration of respect, accountability, and a shared commitment to community well-being. The grace with which you received my feedback and the constructive pathway forward you outlined are truly commendable. Thank you, Alankee and the Customer Advocate Team, for embodying the principles of exceptional public service. Your response has significantly reinforced my confidence in Whitehorse City Councils dedication to its patrons and its values of respect, inclusivity, and excellence. I look forward to witnessing the positive outcomes of your reviews and remain committed to supporting our shared community spaces. With sincere gratitude and highest regards, 008 14 Years Long Term Legend Twenty Regular Aqualink Members Co-signed

5 /5 Delia Ng: Clean and spacious! I love that there’s a party room available to hire for my child’s birthday—such a great bonus. Highly recommend this place if you’re looking for the perfect venue for a fun swim party!

1 /5 Ting: Title: Procedures Over People, No Safety for Kids Our family experienced public harassment at this pool, and the managements response was truly shocking. While I understand there are official "Aqualink procedures," the staff demonstrated a complete ignorance of basic human values. This should be a safe place for children, first and foremost. A male patron verbally abused us in the Multi-purpose lane in front of my 6-year-old and other young kids. He repeatedly called the young kids ”morons” in front of the lifeguard, even saying to his son, “wait for these morons to move away and then you can swim.” I felt especially sorry for the other young kids who were subjected to this without their parents present. I immediately reported it. The duty manager failed utterly, telling us, the victims, to "keep our distance" and not even providing his name. When I followed up, the next manager was dismissive, implying that reporting to the council would be pointless. Because it will come back to them. He just said their management will respond just don’t know when and who. This is an institution that hides behind procedure while failing its fundamental duty of care. They have created an environment where harassment is managed, not stopped, and families are left unprotected.

5 /5 Claire Lee: My girl just had her first swimming lesson with Hannah in Aqualink. She was really scared of the water at first, but the instructor made her feel so comfortable that she ended up loving it! I can’t believe how much she enjoyed herself and now looks forward to coming back for lessons. Such a great place to learn and enjoy swimming — highly recommend!