File ref: IRO 10171
24 June 2020
Seann Paurini
[FYI request #13177 email]]
Dear Seann
Decision on Information Request
Thank you for your request made under the Local Government Official Information and Meetings
Act 1987 (the Act), received on 29 June 2020. You requested the fol owing information:
• How many swimmers or spectators (customers, pool goers, visitors, people supervising
children) have been banned from the Keith Spry Pool and what were they banned for?
• How many swimmers or spectators (customers, pool goers, visitors, people supervising
children) have been complained about at the Keith Spry Pool and what were the complaints
about? Which complaints lead to the person complained about being banned and which
complaints didn't lead to the person complained about being banned and why was she or he
not banned?
• Provide detail for each event that lead to the swimmer or spectator being banned or
complained about for the fol owing years from 2017 – 2020.
The Wel ington City Council (the Council) has
granted your request for information at no cost at
this time.
Below is an extraction of all the complaints registered at the Keith Spry Pool from 2017 to 2020
included complaints that led to a ban. Each line item is a separate complain logged.
Complaint
Ban from pool Reason for Ban
Swim coach interaction with pupils.
Public asking visitors for personal details.
Two members of the public taking up a lane for swimming
lessons disrupting other patrons.
Special requirements school student bit Swimwell Trainer,
lessons ceased with this student permanently as this was not
2017 the first time.
A Child told her parent on returning home that a man was
asking inappropriate questions at the pool.
A patron approached staff and said they were concerned
over the interaction of Swim Coach and their pupil, Lifeguard
approached the Instructor and dealt with it.
Total of six complaints registered with Keith Spry Pool in
2017
Zero bans.
Complaint
Ban from pool Reason for ban
Disruptive behaviour and failing to fol ow Lifeguard
instructions.
Watching objectionable material in public.
Patron (banned for previous incidents in 2016 until he
attends a meeting to discuss his behaviour) posted an
offensive FB post.
Group of youths asked to leave for disruptive behaviour and
failing to fol ow Lifeguard instructions.
The same group of youths as above asked to leave for
disruptive behaviour and failing to follow Lifeguard
Yes
Inappropriate
instructions.
behaviour
The same group of youths as above asked to leave for
disruptive behaviour and failing to follow Lifeguard
2018 instructions, On this event they were banned for the
remainder of the holidays by TL.
Father pushing son to continue swimming despite him being
in the pool for two hours continuously and failing to fol ow
the Lifeguards instructions that this was not safe and he had
Yes
Inappropriate
behaviour
to have a break.
Special requirements child who was aggressive and removed
from the pool by staff and her teacher wilfully urinated once
Yes
Inappropriate
out of the pool banned for the remainder of the school term.
behaviour
Special requirements child struck lifeguard, noted as the
school was cal ed and told that the child would not be
allowed back in as this had occurred previously.
Total of nine complaints registered with Keith Spry Pool.
Three resulted
in bans.
Complaint
Ban from pool Reason for ban
Public advised pool staff that a father was coaching his child
to exhaustion.
Patron verbal y abusing staff about a faecal incident in the
pool and how they were dealing with it.
2019 Lifeguard heard yelling, screaming and the sounds of a strike
from a changing room. Pool Manager advised and engaged
with the parent.
Patron swearing at staff about the cleanliness of the pools as
well as using racial slurs and offensive language about other
pool users.
Inappropriate comments made to a female member of staff.
Wellington City Council | 2 of 5
Complaint
Ban from pool Reason for ban
Patron upset over faecal issues was demanding that all
children should be banned.
Patron stormed in, cut the que at reception was aggressive
and disruptive. Patron would not calm down and calling the
Police was considered by the Staff.
Patron was upset at how busy the pools were and upset over
food on the floor in the birthday party area. Started
recording the party attendees, Pool Manager spoke with him
and then he started taking photos of the staff.
Patron demanded that staff had to move one of the swim
groups, staff declined and he then insulted them.
Patron was upset that the dive board was stil open, even
though it was supposed to be. Then advised the clocks were
wrong and he would be staying until the pools closed.
Patron was verbally abused by an ex-partner, Pool Manager
diffused situation.
Patron got aggressive towards staff about the disabled
changing rooms not being free and would not use the family
ones as the floors were too wet.
Patron started yelling at children playing as she believed it
Yes
Inappropriate
was not appropriate, Pool Manager spoke to them.
behaviour
Patron made inappropriate remarks towards a female staff
2019 member and was asked to leave by Pool Manager and
cont. banned for 2 weeks.
A Swimwell instructor was grabbed by the face from her
client.
A Patron was asked to leave the dive pool with their child and
became aggressive and abusive, but left.
A patron was locked out when they used the fire exit to get
out of the Pool and the Lifeguard secured it behind them.
Became aggressive and abusive and was asked to leave for
the day.
A Swim team tutor was aggressive towards their student,
pushing their head under the water while moving their arms
in the freestyle motion. Al staff advised and this group was
watched for the remainder of the visit and the next session a
week later.
A parent was aggressive towards their child, pushing their
hands firmly while moving their arms in the breaststroke
motion. Pool Manager was called as the child was upset and
crying, behaviour addresses.
A person was asked to not use the diving board for pul ups in
the pool, responded aggressively and left the pool on their
own. Apologised on the way out for their behaviour.
A patron complained that another pool user has made
homophobic comments at their son. Pool Manager
addressed the issue with the person in question.
Wellington City Council | 3 of 5
Complaint
Ban from pool Reason for Ban
2019 A patron made inappropriate comments towards another
cont. patron of the opposite sex, Pool Manager dealt with the
situation.
Total of 22 complaints registered at Keith Spry Pool in 2019
One ban.
Complaints
Ban from pool Reason for Ban
A youth patron struck another youth patron, warnings given.
A patron verbally abused another patron, after interaction
from the staff. Apologies were forthcoming and accepted.
A group of youths were advised to cease bombing and
jumping in to the main pool, became aggressive and abusive
until they were advised that they would be required to leave
the site if the behaviour continued.
A patron was asked to leave for unsocial behaviour after
multiple interactions with Lifeguards trying to amend
behaviour.
Patron made a complaint that she had not had a fol ow up on
a previous complaint, did not follow up again on the way out
Pool Manger advised.
Patron was following another patron making them feel
2020 uncomfortable. On interaction patron advised that he had
mental health issues, warned about possible trespass.
Patron was asked to stop staring at people using the pool as
it was making them uncomfortable.
Patron was requested to leave after not fol owing Lifeguard
instructions about how to use the pool correctly.
Patron was observed to be watching other pool users, after
20 minutes he was approached and advised that he needed
to use the facilities or leave, he chose to leave.
Patron walked into reception and made an offensive gesture
and engaged with the staff making them uncomfortable.
Once a line formed up behind the patron they left.
Same as above patron abused and derided staff as he
believed they were not doing their job correctly. Made the
staff so uncomfortable they left the conversation and
yes
Inappropriate
behaviour
escalated to the Manager.
Total of 11 complaints registered at Keith Spry Pool in 2020
One ban.
Wellington City Council | 4 of 5
Right of review
If you are not satisfied the Council’s response to your requests and matters raised, you may
choose to make a complaint with the Office of the Ombudsman. Further information is available
on the Ombudsman website,
www.ombudsman.parliament.nz.
Thank you again for your request. I trust this information is of assistance to you.
Kind regards
Asha Harry
Assurance Advisor
Wellington City Council | 5 of 5
