Policies

Welcome to our policies and procedures section. Here, you can find information surrounding Accessibility, Smoking & Tobacco, Violence & Harassment, Cancellation & Refund, Promotions & Contest Rules and general information safeguarding your valuables and locker usage.

Last Updated: April 10, 2026

Our Commitment to Privacy
The RA Centre (“RA”) is committed to protecting the privacy of our members, guests, volunteers, and staff. We collect, use, and disclose personal information in accordance with the Personal Information Protection and Electronic Documents Act (PIPEDA).

What Information We Collect
We only collect personal information that is necessary for our programs, services, and operations. This may include:

Name, address, phone number, and email
Date of birth
Emergency contact information
Payment information
Gender identity
Program participation details

Why We Collect Your Information
We collect and use personal information to:

Register participants in programs and activities
Communicate important information about programs, schedules, and facility updates
Process payments and issue receipts
Ensure the safety and well-being of participants
Improve our programs and services

Consent
By registering for a program or activity or otherwise providing personal information to the RA, you consent to its collection, use, and disclosure as described in this policy.

You may withdraw your consent at any time, subject to legal or contractual restrictions. Please note that withdrawing consent may affect your ability to participate in programs or receive important communications.

For participants under the age of majority, consent must be provided by a parent or legal guardian.

How We Protect Your Information
We take reasonable steps to protect personal information from loss, theft, and unauthorized access, use, or disclosure. These measures include:

Secure physical and digital storage systems
Password-protected and access-controlled systems
Limiting access to authorized staff, instructors, and volunteers
Use of secure payment processing providers
Staff and volunteer awareness of privacy and confidentiality obligations

Retention of Personal Information
We retain personal information only as long as necessary to fulfill the purposes for which it was collected and to meet legal, accounting, or operational requirements. When no longer required, personal information is securely destroyed.

Sharing Your Information
Do Not Sell My Personal Information.
We may share personal information when necessary to support our operations, including:

With trusted service providers (such as payment processors or registration platforms)
With instructors or volunteers facilitating programs (limited to what is necessary, such as name and contact information)
When required by law

Some service providers may store or process information outside of Canada and may be subject to the laws of those jurisdictions.

Photos, Videos, and Minors (Children & Youth)
From time to time, photos or videos may be taken during programs, activities, or events for promotional or communication purposes (e.g., website, social media, newsletters, and marketing materials).

For participants under the age of majority, parental or legal guardian consent is required for any photography or video recording for promotional use. We respect the privacy of children and youth. If consent is not provided, we will take reasonable steps to ensure the participant is not included in promotional photography or recordings.

Website and Digital Information
When you visit our website or use online registration tools, we may collect limited technical information such as IP address, browser type, and usage data. This information helps us improve our website and services.

We may use Tracking Technologies such as Google Analytics, Snowplow Analytics and Meta Pixel. Our website may use cookies or similar technologies to enhance your experience.

Your Rights
You have the right to request access to your personal information and to request corrections if it is inaccurate or incomplete.

Requests will be responded to within a reasonable timeframe, generally within 30 days.
To make a request, please contact us at: privacy@racentre.com

Privacy Breaches
In the event of a privacy breach that poses a real risk of significant harm, the RA will notify affected individuals and report the incident to the Office of the Privacy Commissioner of Canada, as required by law.

Questions or Complaints
If you have questions, concerns, or complaints about our privacy practices, please contact:
Privacy Officer
Maddie Abramson
Email: privacy@racentre.com
If you are not satisfied with our response, you may contact the Office of the Privacy Commissioner of Canada.

Updates to This Policy
We may update this Privacy Policy from time to time. The most current version will always be available on our website or upon request.

Acknowledgement
By participating in our programs or providing your personal information, you acknowledge that you have read and understand this Privacy Policy.

Accessibility Policy

The RA will make every reasonable effort to ensure that its policies, practices and procedures are consistent with the principles of dignity, independence, integration and equal opportunity

The RA strives to make all its programs and services available to all persons with disabilities. However, due to the limitations of some facilities and the physical demands of some activities, this is not always possible. Members are encouraged to consult with Kelly Shaw Swettenham at (613) 736-6227 or by e-mail to confirm whether the Association can meet your expectations.

Guide Dogs, Service Animals and Service Dogs
A member/customer with a disability that is accompanied by guide dog, service animal or service dog will be allowed access to premises that are open to the public unless otherwise excluded by law. “No pet” policies do not apply to guide dogs, service animals and/or service dogs.

Food Service Areas: A member/customer with a disability that is accompanied by guide dog or service dog will be allowed access to food service areas that are open to the public unless otherwise excluded by law. Other types of service animals are not permitted into food service areas due to the Health Protection and Promotion Act, Ontario Regulation 562 Section 60.

Support Persons
If a member/customer with a disability is accompanied by a support person, the RA will ensure that both persons are allowed to enter the premises together and that the member/customer is not prevented from having access to the support person.
Admission Fees: If payment is required by a support person for admission to the premises the RA will ensure that notice is given in advance by posting notice of admission fees for support persons where the RA fees are posted.

Feedback Process
The RA shall provide members/customers with the opportunity to provide feedback on the service provided to members/customers with disabilities. Feedback forms along with alternate methods of providing feedback such as verbally (in person or by telephone) or written (hand written, delivered, website or email), will be available upon request.

Customers can submit feedback to the RA’s Guest Services Manager at 613-736-6228, by mail to 2451 Riverside Dr. Ottawa K1H 7X7 or by email at [email protected].
Members/Customers who wish to provide feedback by completing an onsite member/customer feedback form or verbally can do so with any RA Guest Services employee. Members/Customers that provide formal feedback will receive acknowledgement of their feedback, along with any resulting actions based on concerns or complaints that were submitted.

Smoking & Tobacco Policy

The RA is proud to be completely SMOKE FREE

The Smoke Free Ontario Act is here. Smoking or vaping tobacco or cannabis is prohibited anywhere inside the RA buildings and on the entire property (including all outdoor spaces such as parking lots, dugouts and playing fields). Those who choose to partake in smoking or vaping must do so at a location off RA properties.

Alcohol Consumption

Drinking alcohol on RA premises is prohibited in non-licensed areas (including outdoor spaces such as parking lots, dugouts and playing fields)

Harassment, Discrimination, Violence & Code of Conduct Policy

The RA Centre is committed to providing a safe, respectful and welcoming environment for everyone who uses, visits or works at our facilities.

This policy applies to all members, participants, guests, employees, contractors and visitors.

Our Commitment
Everyone at the RA has the right to be treated with dignity and respect.

The RA does not tolerate harassment, discrimination, violence or behaviour that goes against the RA Code of Conduct. We will take concerns seriously and respond to inappropriate behaviour.
Freedom from harassment, discrimination and violence is a fundamental human right in Ontario.

What We Expect
Everyone in the RA community is expected to:

treat others with respect;
follow the RA Code of Conduct;
comply with laws related to harassment, discrimination and violence;
help maintain a safe, inclusive and respectful environment.

Harassment, Discrimination & Violence Will Not Be Tolerated
The RA will take reasonable steps to prevent harassment, discrimination and violence.
Where appropriate, the RA may contact police or other authorities. This decision will be made by the CEO or, where appropriate, another responsible authority.

Complaints and Investigations
The RA will take complaints seriously. When a complaint is received, management will determine the appropriate way to review or investigate the concern.

If a complaint is made against the CEO, the Board Chair will determine the appropriate approach to the investigation.

If harassment, discrimination, violence or a serious breach of the RA Code of Conduct is found to have occurred, the RA may take disciplinary action. This may include:

a warning;
suspension;
termination of membership;
removal from RA property;
other steps considered appropriate in the circumstances.

If the matter may involve criminal activity, the appropriate authorities will be contacted.
The CEO will provide an annual report to the Board summarizing complaints, investigations and disciplinary actions taken.

Discrimination
Discrimination means treating someone unfairly or less favourably because of a personal characteristic protected under the Ontario Human Rights Code.

This includes discrimination based on:

race;
ancestry;
place of origin;
colour;
ethnic origin;
citizenship;
creed;
sex;
sexual orientation;
gender identity;
gender expression;
age;
marital status;
family status;
disability.

The Ontario Human Rights Code takes precedence over the definitions in this policy.

Harassment
Harassment means behaviour or comments that are unwelcome, humiliating, offensive, intimidating, bullying or violent.

Harassment may be based on, but is not limited to:

race, colour, ethnicity, origin, nationality or descent;
sex, marital status, age, sexual orientation, gender identity or gender expression;
religious beliefs;
political convictions;
disability or medical condition.

Examples of harassment include:

profane language;
inappropriate comments or gestures;
inappropriate physical conduct;
bullying or intimidation;
creating an offensive, degrading, humiliating or hostile environment.

Sexual Harassment
Sexual harassment means unwelcome behaviour, comments, advances or conduct of a sexual nature.

Sexual harassment can happen to anyone, regardless of gender.

Examples include:

unwanted sexual comments or advances;
requests for sexual favours;
suggesting that rejecting sexual advances could affect decisions about someone;
sexual jokes, gestures, abuse or innuendo;
comments about how someone talks, dresses or acts;
displaying or sharing offensive sexual pictures or materials;
staring or leering in a sexual manner;
phone calls, emails or messages of a sexual nature;
creating a sexually intimidating, degrading, humiliating or hostile environment.

Sexual assault is a criminal offence.

Violence
Violence means using, attempting to use, or threatening to use physical force that causes or could cause physical injury.

Examples include:

hitting;
punching;
slapping;
kicking;
sexual assault;
acts of physical aggression;
deliberate damage or destruction of RA property.

Making This Policy Known
The RA will make this policy available to the RA community, including staff, members, participants, guests, contractors and visitors.

Cancellation & Refund Policies

RA Association Memberships

RA Association Memberships are non-refundable

Memberships, Sports Leagues and Classes/Programs

Refunds are not issued for fees paid for club and recreational memberships. An account credit may be considered if supported by a medical certificate (must be submitted within one month of cessation of activity).
Club and recreational memberships may be upgraded at anytime during the membership period (additional fees apply). No refunds will be issued for downgrades.
Sports Leagues entry fees are non-refundable.
Those requesting cancellations of a class or program registration must do so 7 days prior to the start of the class/program. Exceptions may be considered if supported by a medical certificate. Members will receive a full refund if a class/program is cancelled by the Association.
All registrations, bookings, memberships and passes, including leagues, programs, clinics, and drop-ins, are sold and assigned to an individual on a PlayRA account. Memberships, passes, registrations and bookings are not transferable and cannot be reassigned, gifted, or sold to another person, including friends or family members, under any circumstance.

Court & Lane Bookings

No refunds. Credits will be given for bookings cancelled at least 48 hours prior to your reservation.

Send written cancellation requests to:
Guest Services, RA Centre, 2451 Riverside Drive, Ottawa, Ontario K1H 7X7
By e-mail: [email protected]

Refunds are subject to a $30 administration fee per individual. If a credit option is chosen, the administration fee will be waved.
Credits expire 2 years from the date the credit was issued.
Refunds are issued by cheque. Please allow a minimum of 6-8 weeks processing time.

For further information on the RA’s Refund Policy, contact Guest Services at 613-733-5100 ext 360.

RA Camps & Aquatics (Swim lessons)
To cancel a registration, please send written cancellation request to RA Guest Services by e-mail at [email protected] with the full name of the registered participant(s), the program name(s) and session date(s) you wish to cancel. Cancellations cannot be done on-line.

If written cancellation request is received at least 14 days PRIOR to the beginning of the session:

Refund - $30 administration fee per registered participant per session.
Account Credit - flat $30 administration fee.
Transfer – no fee, pending availability.

If written cancellation request is received WITHIN 14 days of the beginning of the session:

No refund, credit or transfer.

NOTES

Refunds will be processed by the same method of payment.
Should the registered participant miss 3 consecutive days of the session due to illness or injury, please e-mail [email protected] to discuss possible accommodations.
Should a swimming lesson be cancelled by the RA due to thunder and/or lightning, where possible a make-up class will be scheduled. If no make-up class can be scheduled, a pro-rated credit will be placed on your RA account.
If a program is cancelled by the RA prior to the start of the session registrants will receive a full refund.

Proximity Cards

Each proximity card is assigned to an individual person for her/his exclusive use. You are personally responsible for the use of your card. Never lend your proximity card or allow unauthorized persons to enter an area for which they don’t have a card. Ask them to contact or direct them to the RA’s East Guest Services Desk. Lost, stolen or damaged proximity cards must be reported to the RA’s East Guest Services Desk. Replacement for lost or stolen cards cost $15. The RA reserves the right to add/alter any of the above conditions from time to time as required.

Promotions & Contests Rules

Official Rules Governing Promotions and Contests offered by the RA
The following outlines any processes, rules and regulations governing any giveaway, contest, promotion or program (this point forward referred to as promotions) that passes prizing in any form to a member, sport team member, customer or client (this point forward referred to as participants) that engages with the Recreation Association of the Public Service of Canada (otherwise known as the RA or RA Centre).

All questions or concerns should be directed to the Vice-President, Operations by email [email protected].

All promotions and this document are subject to change without notice by the RA, an RA partner, or by legal requirement. The RA is under no obligation to inform participants of any changes.
Participation in any promotion means participants agree to all conditions in this document or others judged by the RA Management to be added at any point to ensure the RA is protected from undue or costly requests, requirements or additions necessary to ensure a promotion is completed in the manner expected by a participant.
The intention of promotions is to reward participants for loyal behaviour, positive reinforcement of RA programming, products or services or through the completion of a specific task. Winners are not entitled to any aspect of a promotion or to demands or requests beyond those discussed in materials promoting the promotion. However, changes can be made to prize allocations as specified in this document or by legal requirement. Participants understand the RA is a not-for-profit and that their capacity to make changes, provide substitutes or meet demands due to perceived, or market value changes will be extremely limited and in most cases impossible to deliver.
Each promotion will have a maximum estimated retail value. This value is for promotional purposes and does not guarantee the winner any deficit in perceived, or market value. Should this occur, the prize or prizes will be awarded as is, without substitution. At any point the estimated retail value of the promotion could change due to the ability of the RA, a partner, contractor or supplier to reduce the expense in delivering the promotion. The value could also be reduced should the RA be required to participate in the promotion upon request from a partner.
Prizes offered as part of any promotion are awarded as is, with no substitution. The RA reserves the right to substitute any prize at any time without notice should this be required due to financial requirements, the prize is no longer available, a Partner has gone bankrupt or is unable to provide the prize. In such cases the RA will make best efforts to provide a replacement.
Promotions are generally open to any participant. In most cases RA staff or contractors are ineligible to receive any prizes, unless specifically determined by the RA Management. This can occur without notice at any point throughout a promotion including before, after or during the use of the prize.
The RA works with various partners who supply prizing for a variety of promotions. From time to time the prize will be passed to the RA to determine a winner and manage all aspects of the prize. In programs that target national, provincial or a broader regional audience the partner rules and regulations will override those stated here. In all other cases the RA reserves final judgments and awarding of a prize. Promotions that target the RA community and RA participants the RA has full jurisdiction for the prize.
RA promotions do not require the purchase of a product or service. To receive a ballot or entry without purchase please send your request by mail to: RA Centre, ATTN: VP, Operations, 2451 Riverside Drive, Ottawa, ON, K1H 7X7.
In order to claim any prize, the winner is required to answer a skill testing and potentially time limited question. Each promotion could have a different question posed. Changes to questions can be made without notice.
Each promotion will have a specified time limit for entry and closing. This will vary by promotion and will be specified on the RA web site, on posters, social media, fliers or brochures. Promotional material can change without notice.
A primary winner for all prizes will be drawn by RA Staff or volunteer. In the event the primary winner cannot attend or does not respond within a reasonable amount of time, a second ballot will be drawn and the prize awarded to them. This will continue until a winner claims the prize.
From time to time RA partners require RA staff to attend events, supervise the delivery of the promotion prize and monitor participants. This could require RA Staff to do any of the following: attend special events, play in games or sporting events, participate in the activities or ensure that the partner’s rules and behaviour standards are met. In these circumstances the RA Staff has every right to ask the winner or winner’s party to leave, forfeit the prize or pay for any overage made above the specified limits or damages made to any facility.
Promotions from time to time will target specific groups of RA Participants. For example, teams, clubs or general members. In these types of Promotions, the RA will refer to membership records and award prizing to support the number of Participants on a team or in a club. In these situations, the operator of the league, the RA database or RA Staff will determine the size of the prize awarded and number of official members. In all circumstances the maximum prize size will not be exceeded and requests from RA partners will be adhered to. In these circumstances the number of RA members or those on a roster will take precedence over substitutes, or replacements.
These rules, regulations and processes cover all areas of RA business including but not limited to LifeFIT Canada, the Fieldhouse, Events & Conferences, any recreation, sports or fitness program.

Please Note...

Safeguarding Your Valuables
The RA encourages members to take precautions with their valuables while at the RA. If you choose to leave your valuables in your car, ensure they are out of sight. You should also make sure your car is locked at all times. There are day-use lockers in all locker rooms and wallet lockers in LifeFIT Centre, the East and West lobbies at the RA Centre. These wallet lockers are available for your use free of charge (see staff for a token). The Association is not responsible for lost, stolen or damaged items.

Locker Use
Members have daily access to lockers while participating in an activity at the RA Centre. These day-use lockers must be emptied by close each night*. We encourage you to take advantage of our Locker Rental Service. Please stop by the Guest Service Desk on your next visit and enquire about renting a locker.

* Please be advised that we conduct regular and routine checks of each locker room. Without notice all unauthorized overnight use of a locker will result in the cutting of locks and removal of contents and will be subject to a flat rental fee of $25, payable upon pick-up of personal items from the Guest Service Desk. Confiscated items will be available for a period of 60 days, after which they will be donated to a local charity. This will ensure that lockers are available for members wishing to take advantage of the rental service and for “Day-Use”.

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Day Use Lockers - East & Central Changerooms

Guests have daily access to lockers while participating in an activity at the RA Centre. These day-use lockers must be emptied by close each night* and guests must provide their own lock. We encourage you to take advantage of our Locker Rental Service. Please stop by the Guest Service Desk on your next visit and enquire about renting a locker.

* Please be advised that we conduct regular and routine checks of each locker room. Without notice all unauthorized overnight use of a locker will result in the cutting of locks and removal of contents and will be subject to a flat rental fee of $25, payable upon pick-up of personal items from the Guest Service Desk. Confiscated items will be available for a period of 60 days, after which they will be donated to a local charity. This will ensure that lockers are available for guests wishing to take advantage of the rental service and Day-Use lockers

We're here for you

If you require further information relating to our policies and procedures, please contact our team.

[email protected]
613-733-5100 (ext. 360)
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