Customer Charter

OUR COMMITMENTS TO YOU

We will seek to ensure that all enquiries are handled with courtesy and with minimum delay.

TELEPHONE ENQUIRIES

  • We will endeavour to answer the telephone promptly during opening hours and provide callers with the requested information in an efficient and professional manner
  • If we cannot provide a caller with the requested information, then we will request details of the caller’s name, contact number or e-mail address and respond to the query with the associated information within 48 hours
  • Where voicemail is in operation, we will respond to all messages within a maximum period of 4 hours
  • If the query cannot be answered by K Leisure, we will endeavour to provide an alternative source of information if at all possible

WRITTEN CORRESPONDENCE, E-MAIL AND FAX

  • We will ensure that a contact name, our telephone number and e-mail address is included with all K Leisure correspondence to ensure ease of communications
  • For queries received by e-mail, an initial acknowledgment of receipt will issue within 1 working day
  • We will provide a response to routine customer queries within 3 working days

INFORMATION

  • We will provide information to customers in an open, transparent, timely, accurate and clear manner
  • Information on the activities of K Leisure will be provided at all points of contact and documents such as timetables and price lists are available in Braille and large print formats at the reception desk upon request
  • The www.kildareleisure.ie website will be reviewed regularly to ensure that the information posted is accurate and is relevant to our customer needs. Every effort will be made to ensure that the website is accessible to all users by conforming to the AA with WAI WCAG 2.0 Standard.

CALLERS TO OUR FACILITIES

We will treat all visitors with courtesy and respect.

EQUALITY

  • K Leisure operates a policy of total inclusion and incorporates the principle of equal treatment into all aspects of service delivery
  • Our services will be provided in an impartial and courteous manner with due regard for equality legislation
  • We will pay particular attention to the avoidance of discrimination under the 9 grounds for discrimination identified by the Equality Authority:
    • Gender
    • Marital status
    • Family status
    • Sexual orientation
    • Religious beliefs
    • Age
    • Disability
    • Race
    • Membership of the traveler community
  • We will make every effort to take account of any individual needs of our customers

COMPLAINTS

  • A complaint about any of the services we provide may be made directly to any member of staff or if the complainant prefers there is a comment book or comment card available at reception
  • We will handle all complaints in a fair, transparent and professional manner
  • If it is not possible to resolve the issue with the person you are dealing with, you may address your complaint in writing to the Facility Manager
  • An acknowledgement of receipt of a written complaint will be issued within 3 working days. We will issue a written response to the complainant regarding the outcome of the investigation into the complaint within 20 working days
  • We will take corrective action as quickly as possible and offer an explanation or apology as appropriate, in the event that K leisure has made an error or if the complaint is upheld

BUILDING AND SITE ACCESSIBILITY

  • K Leisure buildings and car parks are designed specifically to exceed all the requirements outlined by the regulations embracing the concept of universal access
  • Designated car parking spaces for people with disabilities are located adjacent to the main entrance. The car park is constantly monitored to ensure that only people with official permits avail of these spaces
  • Tactile paving and dropped kerbing is installed on all pedestrian approaches to the building
  • The reception desk is constructed with staggered counter heights and also incorporates an induction loop
  • Accessible toilet areas fitted with alarm pull cords are provided throughout the building with two accessible toilets incorporating shower and baby change facilities
  • Family changing cubicles and family shower rooms available
  • Accessible resistance and aerobic equipment provided in the gym
  • Consultations may be booked with our fully trained staff members and an appropriate fitness program designed for individual needs
  • We have a range of classes that are fully accessible and group classes may be arranged upon request

CONSULTATION AND FEEDBACK

  • We welcome and encourage customer feedback on our services and the manner in which they are provided
  • We will make use of technology and on line feedback facilities to ensure ease of consultation with our customers
  • There is a comment book available at the reception desk where all users are encouraged to express their thoughts in relation to our facilities and services
  • Comment cards are available at reception for the convenience of all users who may wish to express concerns regarding standards of service provision in a confidential manner or may wish to suggest methods by which K Leisure may respond to personal requests

HELP US TO HELP YOU

  • If you have internet access, check the K Leisure website at www.kildareleisure.ie to see if the information you require is available before contacting us for the information you require
  • Customers calling to the facility in person are advised to arrange an appointment in advance so as to ensure that the appropriate person is available and also to notify us in advance of any delay or cancellation
  • Please treat our staff with the courtesy and consideration that you would expect for yourself

CUSTOMER CODE OF CONDUCT

Pool Area

  • The wearing of swimming hats is compulsory
  • All patrons are requested to shower before entering the pool
  • Children under 10 years must be accompanied by a parent or responsible adult
  • Children under 5 years must be accompanied in the water by a parent or responsible adult
  • Spectators are requested to wear the blue overshoes when entering the pool hall
  • The use of cameras, video recording equipment and mobile phones is prohibited in line with child protection recommendations
  • All pool users are requested to use the lockers provided
  • Please note that misbehaviour of any type will not be tolerated with repeat offenders being asked to leave the premises
  • Patrons must be 16 years to use the sauna and steam room
  • Note that diving is prohibited unless pupils are under the instruction of a qualified swim teacher
  • All pool users must obey the lifeguard
  • Lanes are reserved for swimming lengths, with adult priority

Gym Area

  • Please be courteous to other users
  • Appropriate exercise attire including footwear must be worn
  • Please carry a towel with you to wipe equipment after use
  • Please replace weights after use
  • No mobile phones, photography or chewing gum allowed
  • Personal hygiene is of the upmost importance, if not adhered to you may be asked to leave the gym
  • Do not prevent other users from accessing the machines between sets
  • Gym users must be minimum 16 years of age
  • Profanity and vulgarity will not be allowed in any way
  • Instructors are here to help and give advice in relation to best practice, please take any correction or advice in the context in which it is given
  • Club etiquette must be adhered to at all times

Please note management reserve the right to refuse admission at any time.