City Venue Management and the Gold Coast community
City Venue Management (CVM) is honoured to have been appointed by the City of Gold Coast to manage and operate eight community aquatic centres across the Gold Coast. We know these centres are much more than places to swim. They are community hubs and an important part of everyday life – where children learn essential water safety skills, families spend time together, people stay active and healthy, athletes train, and lifelong connections are made.
Working together through the transition
CVM will work closely with the City of Gold Coast and existing centre teams to support a smooth transition, while taking the time to understand each centre and the communities they serve.
For customers, our priority is to provide welcoming, safe and well-managed facilities, with programs and services that help more people enjoy the benefits of swimming, fitness and aquatic recreation. We also recognise the important role these centres play beyond the pool. We value our role in supporting local swimming clubs, schools, community groups, events, programs and partnerships that bring people together.
As we get to know each community, we’ll listen to customers and local stakeholders to understand what is working well and where there may be opportunities to improve, grow participation and create even more value for the community.
Gold Coast Aquatic Centres
- Gold Coast Aquatic Centre
- Helensvale Aquatic Centre
- Miami Aquatic Centre
- Nerang Aquatic Centre
- Palm Beach Aquatic Centre
- Pimpama Sports Hub Aquatic Centre
- Upper Coomera Aquatic Centre
- Mudgeeraba Aquatic Centre (currently closed for renovations)
What does CVM do?
Managing a community aquatic centre is about much more than opening and closing the pool.
Our teams are responsible for a broad range of operational and customer-focused services, including:
- Facility operations – day-to-day management and presentation of facilities
- Lifeguarding and water safety – maintaining safe aquatic environments for customers
- Customer service – creating welcoming and positive experiences
- Aquatic programs – programs that encourage participation at every stage
- Learn to Swim – helping children develop essential swimming and water safety skills
- Squad and performance swimming – supporting swimmers to develop their skills and reach their potential
- Community programs – activities that encourage health, wellbeing and participation
- Events and activations – bringing communities together through experiences and events
- Workforce management – supporting and developing the people who deliver services every day
- Compliance and governance – meeting regulatory, contractual and operational requirements
- Marketing and community engagement – connecting customers with programs, services and opportunities
- Safety and risk management – identifying and managing risks across our facilities and operations
Frequently Asked Questions
Will CVM listen to the community?
Yes. Listening to customers and local communities will be an important part of the transition.
CVM has a long-standing connection with the Gold Coast community and will continue to work with customers, staff, clubs, schools, community groups and local partners to understand the needs of each centre and its community.
Customers will have opportunities to provide feedback and help inform opportunities to improve the customer experience across the aquatic centre network.
Will CVM change how each centre operates?
The move to a single strategic partner is intended to provide a more consistent experience across the City’s aquatic centre network while maintaining the individual role each centre plays within its local community.
Our focus will be on consistent standards for safety, service and operations, while continuing to understand each centre’s customers, clubs, schools, community organisations and existing programs.
Where opportunities for improvement are identified, they will be considered carefully with a focus on customer experience, participation and community outcomes.
Will my existing swimming lessons continue?
Yes. Learn to Swim lessons will continue as usual.
There are no changes to current lesson days or times as part of the transition, and customers can continue attending their usual lessons and programs as normal.
If any future improvements affect an existing lesson or program, customers will be communicated with directly.
Will Learn to Swim continue?
Yes. Learn to Swim programs will continue, and customers can continue to enrol and attend lessons as normal.
Learn to Swim and water safety will remain an important part of the City’s aquatic centre network, with opportunities over time to support greater participation and access to services across more locations.
Rackley Swimming is CVM’s Learn to Swim program and swim school, with a long-standing presence across Queensland. Rackley Swimming delivers swimming lessons for children of all ages and abilities, with a focus on developing water confidence, swimming skills and lifelong water safety.
Will my membership or existing bookings be affected?
No. Existing memberships, visit passes, classes, bookings and facility access will continue as normal.
Members can continue to use their memberships as usual, including accessing the gym, pools and booking group fitness and aqua classes where these are currently available.
Existing lane, pool, room and other facility bookings will also continue. Customers do not need to take any action as a result of the transition.
Will opening hours change?
There will be no reduction in the minimum opening hours of the aquatic centres as part of the transition.
What will CVM do differently?
The move to a single strategic partner creates opportunities to provide a more consistent customer experience across the City’s aquatic centre network and to give customers access to more services across more locations.
Over time, this may include opportunities to expand Learn to Swim, aquatic participation, health and wellbeing initiatives, community programming, school holiday activities and family-focused experiences.
Our focus will be on identifying improvements that deliver value for customers and local communities while building on the programs, relationships and services that already work well.
Why is the City of Gold Coast moving to a single strategic partner?
The City undertook an extensive review of its aquatic centre operations to identify a sustainable and efficient way to deliver aquatic services into the future.
The review considered customer experience, service consistency, safety and long-term value for ratepayers. Moving to a single strategic partner is intended to provide a more consistent experience across all City aquatic centres while the City retains ownership and oversight.
Following a competitive procurement process, City Venue Management was appointed as the City’s single strategic partner. Learn more about our existing council partners here.
What does the transition mean for existing centre staff?
Existing staff are an important part of each centre and bring valuable local knowledge, experience and community relationships.
CVM will work closely with existing centre teams throughout the transition, with a focus on supporting continuity and retaining local knowledge and experience wherever possible.
What can customers expect during the transition?
Customers can continue using their local aquatic centre as normal.
Existing memberships, Learn to Swim programs, visit passes, classes, bookings and facility access will continue as usual.
CVM will work closely with the City of Gold Coast and existing centre teams to support a smooth transition, maintain continuity of services and minimise disruption to day-to-day operations.
Further information will be communicated to customers as arrangements are confirmed.
Will local clubs, schools and community organisations still be supported?
Yes. Local partnerships and community programs will continue to be an important part of the City’s aquatic centres.
CVM will continue working with swimming clubs, schools, community groups, sporting organisations and other local partners to support participation, aquatic development, water safety, health and recreation across the Gold Coast.
The move to a single strategic partner also creates opportunities over time to expand services and community programming across the network.
Will Council still own the aquatic centres?
Yes. The City of Gold Coast will continue to own all eight aquatic centres.
CVM has been appointed as the City’s single strategic partner to manage and operate the centres. The City will retain ownership and oversight of the facilities and remain responsible for determining service levels and ensuring community outcomes.
Who will set the prices at the centres?
The City of Gold Coast will continue to be responsible for setting fees and charges across its aquatic centres.
CVM will not independently set fees and charges. These will continue to be reviewed through the City’s annual process and referred to Council for approval.
There are no changes to current fees and charges as a result of the decision to appoint a single strategic partner.
