Parramatta Aquatic Centre (The PAC) — Local services in Sydney

My wife and I have been PAC members since late December/early January. We attend 4-6 times per week for Water Physio/Hydrotherapy (low-impact Water Walking - an excellent, and highly recommended form of low-impact exercise recommended by our G.P.). We often use the inside 25-metre pool, and depending on the crowd size, have been using either the “Free Play Lane” or the “Slow Lane”. Several different PAC staff have confirmed that we are correctly using the pool. We are always respectful of other users, and until recently haven’t had any problems.

On 06-Mar-2025, around 5:30-6pm, we were working on our Water Physio/Hydrotherapy in a Slow Lane. A PAC Lifeguard told us that we had to move to the Free Play Lane, insisting that the Slow Lane was for swimmers only. This confused us. The Slow Lane was not crowded (1-2 other users) and we were walking our laps faster than some were swimming theirs. It was really bothersome to be given contradictory information, as other PAC staff had told us that it was OK to use the Slow Lane for Water Physio/Hydrotherapy. And insisting that we had to move made us feel like second-class customers. So we asked to speak to the Duty Manager to get clarification.

As it happened, the Duty Manager at the time was Matt, who had previously observed our workouts, spoken with us, knew how we were using the Pool, and was fine with it. Our highest compliments to Matt – he was extremely considerate and helpful. He understood our position, and wanted to help find a solution. I understand he will be reporting this incident separately.

Our position is that we are working out, doing laps as part of our Water Physio/Hydrotherapy. When the Free Play Lane isn’t crowded, it is not a problem, we will use it. But the Free Play Lane is for play, and we are not playing. When the Free Play Lane is crowded, we shift to the Slow Lane. That our laps are walking rather than swimming is irrelevant. We are respectful of others who are using the Slow Lane, and stay out of the way of swimmers. We are happy to share – unfortunately some others are not.

We seek clarification: Is the Slow Lane open for use both by those walking laps and those swimming laps? Or is it only for swimmers?

If it can be used by both, please instruct PAC staff about this so that consistent advice is provided. Perhaps also post this advice to inform other customers. This would provide a more open and inclusive environment where everyone feels welcome, regardless of age, needs and physical condition.

If it cannot be used by both, then what provisions exist for PAC to meet the needs of all of its customers, and not discriminate against older persons who seek exercise by walking laps as part of Water Physio/Hydrotherapy? If those like us are prevented from using the Slow Lane in order to avoid inconveniencing those who exercise by swimming laps, then the same logic of inconvenience applies to those who exercise by walking laps having to use the Free Play Lane, which is open to everybody for any purpose. Perhaps there needs to be a designated lane for those...

I had my first visit at PAC last Sunday 3/11 and I was far from impressed. I am not one to usually leave negative reviews but this experience left such a bad taste in my mouth unfortunately. Firstly finding a park is near impossible, it was 11am it was already completely full. The size of the car park is probably 1/3 of the old parramatta pool car park! Once entering it was a shock to see that it was barely even busy despite the carpark being full. Also upon entering I noticed a complete lack of shaded areas, the old parramatta pool had a large grass shaded area and a large concrete grandstand shaded area. The new PAC has about 10 umbrellas which provided about one square metre of shade and once these areas a taken up you are forced to sit in direct sunlight. Thirdly, I’m struggling to understand why the kids splash play area is indoors with such a low capacity ? Like I said we were there at 11am, barely even busy but we still had to wait in line for the splash play area as apparently only 75 people can be in there at a time. I want to reiterate it was not busy at all this day but yet we had to wait about 20 mins in direct sunlight to be let into the splash area. Once in the area it looked practically empty ! I think even bringing the capacity up to 100 would help. I would like to know also how is the capacity going to be monitored on very busy days? We obviously had to wait for people to leave the area to be let in but I would imagine that on a busy day there would be families who will set up camp in there for the day, which would make it unfair for others who have to wait. Will there be a time limit to how long you can be in that area to cut down long waiting times ? I also don’t want to pick on the lifeguards in the splash area but most of the traffic was at the top of the slide where it was a free for all with kids pushing each other and cutting in line, at one point I saw a child go down the slide standing up only to slip backwards and crack his head. Lifeguard did not intervene. I think it would be beneficial to have someone at the top of the slide to insure some safety. Lastly, I couldn’t believe the abysmal food selection at the canteen. All they had on offer was a cheese roll, cheese and bacon roll, spinach and cheese pastry, packets of chips and a donut. What happened to the good old hot chips, sausage roll etc ? I waited about 20 minutes with just one person ahead of me just to get 3 items ! I’m worried for how they are going to function when it’s a busy summer day… While the facilities are modern looking and up to date the design and layout of this place really misses the mark compared to the old parramatta pool. The old pool had 5 outdoor pools, 2 for adults and 3 for kids as well as the iconic slides. The new PAC has one outdoor pool, two tiny indoor pools and the slash play area. It’s a such a shame that it had to be demolished, if the new PAC had been remodelled from the old pool I would’ve been thrilled, it really is a case of “if it ain’t broke don’t fix it”. Unfortunately I...

I want to encourage families to take kids and enjoy the facility (6 years in the making!), however it does have some design logistic issues. Be patient- Parking is a big swing and miss. Not big enough, not undercover, a joke. A two/three storied facility that allows workforce to park Mon-Fri on the top level etc, numberplate recognition has been installed. This was a must. Basic public pool protocol is quick shower before you go in, no obvious shower facilities on entry. They are there but not obvious. The entry pushes you inside first, not outside. That is an issue especially when you want kids to start outside.. Level internal access for special needs I get, but the flow is backwards. Once you go inside, traffic should be directed to the concrete pews for your stuff. That is on the right of the two internal pools. Traffic is not pushed this way, which is why the glass side benches are full. Once you go outside the grass is nice between the toes, but kids and adults should wash feet before jumping in again. This is going to be a nightmare for maintenance. Main outside pool is cold and unsheltered. Will be an oven in Summer. Where are the mature trees? And why all grass? An artificial turf section would have be ideal adjacent to the smaller indoor pools. The kids play area is very small. ideal for 2-5 year olds. Spa/Sauna space is too communal and poorly positioned. That is not ideal in terms of privacy or keeping an eye on kids while in there. They should have taken a leaf out of the Olympic Park design handbook here that has done this and the kids area really well. No entertainment for 12-18 older kids at all. Vast exterior spaces, but for teens, it is a void. The temperatures for the pools are generally cold. It was an ideal opportunity to showcase energy efficiency on entry for kids, there is no evidence except exposed solar panels on the roof. The cafe service was initially poor but improving! The service section outside is now shaded thank goodness. With pool temperatures wrong. the only decent temp was the special needs/learn to swim. on 29/9/23, when i took kids, it was standing room only, so the pool it was designed for could not swim anyway...swing and miss again. The queue to the kids play area stacks back into the Special Needs pool area. So impatient parents just allow kids to jump into Special Needs pool anyway. Poor design. Access to the elevated walkway- again, swing and miss. No internal access from pool precinct, have to walk outside (exit basically) and take a poorly signed guess which way to go. Very long unshaded path (i get that for access) , and no measures to protect solar infrastructure. It's very dangerous actually and I would encourage parents that do it to keep kids close. There are many more.. As locals we are forced to use it, its...