Frequently Asked Questions

Frequently Asked Questions

Memberships

When I join can I use all Fitness First clubs in Australia?

Titanium and Black Label memberships allow you to access all clubs in Australia.

Platinum membership allows you to access all clubs in Australia, excluding Titanium clubs (Barangaroo Titanium).

If you have opted for our Passport membership you can access all Fitness First Clubs in Australia, excluding Platinum clubs (Balgowlah, Bond St, Bondi Platinum, Bondi Spring St, Chatswood, George St, Market St, Mosman, Park St, Top Ryde, The Zone, Willoughby and Wanda in NSW, Collins St, Flinders St , Melbourne Central and QV Platinum in Victoria).

If you are a passport member you can access our Platinum clubs for $7.00 per visit, or if you’d like to upgrade just speak to a member of the team and they’ll be happy to help.

How old do I have to be to join Fitness First?

You are required to be 14 years or older to join on a membership and we require a guardian signature on your contract and Pre-exercise questionnaire.

 

Does Fitness First offer student discounts?

Student concession discount is available. Unfortunately this discount isn’t available online yet so please pop into the club for more information and to sign up.

If I have any queries about my membership or club who do I speak to?

Our teams in the clubs are happy to help you with any questions or feedback you have. If you’d prefer to speak to the Club Manager please let our reception team know. If the Club Manager isn’t immediately available the reception team will ensure you are contacted by them as soon as possible.

You can also call 1300 55 77 99 or send us a message online.

How do I update my personal details and/or account details?

You can update all your personal details through My Fitness First. Register your My Fitness First account now to update your details and make payments through our secure website. Alternatively, you can call into your nearest Fitness First club, call us on 1300 55 77 99 or request a change by sending us a message.

Can I put my membership on hold?

Yes you can. We call our hold option Time Freeze. This reduces your fortnightly dues whilst you’re not attending the gym. You can put a Time Freeze on your membership in multiples of 1 fortnight and up to a maximum of 6 fortnights each calendar year. Each time freeze period must start and end on a fee payment day.

NOTE: If you are within minimum agreement Time Freeze is not classified as a full payment toward your minimum agreement period.

Extended Time Freeze - you can Time Freeze your membership for up to 12 fortnights for travel or medical reasons, but we must be reasonably satisfied by your supporting documents.

NOTE: If you have a medical reason, are bankrupt or made redundant and supply dated supporting documentation we will not charge you for Time Freeze for up to 18 fortnights per calendar year to allow you time to recover.

You can request a Time Freeze through My Fitness First. Register your My Fitness First account now or request a Time Freeze by sending us a message.

Can I workout while travelling overseas?

With hundreds of clubs worldwide, your Fitness First membership can come in handy when you're travelling internationally. Whether you’re travelling for business or pleasure you can visit a Fitness First club near you. Ask the reception team for an International Passport. As long as you don't freeze your membership, an International Passport gives you 30 visits per year.

What if I want to cancel my membership?

View all the information on how to cancel your gym membership on this page under Membership Cancellation.

How do I make a complaint?

We welcome your feedback and we want to hear about ways we can assist you with any concerns you may have. If you have a complaint, please have a chat with one of our club staff.

If you would prefer to speak with the Club Manager please let our reception team know. If they aren’t immediately available the reception team will ensure you are contacted by them as soon as possible.

You can also contact your club on 1300 55 77 99, select option 1 and use your telephone key pad to enter the first 3 letter of the club name you require. For example for Randwick you enter RAN.

Alternatively please send us a message or place your complaint in writing and send it to:

Customer Service Team
Fitness First
3/55 Grafton Street
Bondi Junction 
NSW 2022

Where can I find information about First Club?

The First Club website is no longer available but we are busy developing a new program to reward and recognise our members.

We’d love your feedback on how you want to be rewarded for your loyalty and fitness commitments. Email YourSay@fitnessfirst.com.au to help us develop a new program.

In the meantime if you have been a member of Fitness First for more than 12 months you can continue to enjoy your Gold reward and bring a friend who's not a member of Fitness First free on weekends. No voucher required, simply bring your friend down with you on any weekend to start working out together.

Gym

Can I bring a friend to the club?

Absolutely! If a visiting friend or family member wants to workout with you, they’ll receive access to the same privileges as you for a nominal fee: $22 per visit, $20 as a guest of a member and or a child aged 14-17. Casual visit cards of 10 visits may also be purchased at reception.

Can my children wait for me in the members' lounge while I workout?

Yes, as long as they’re accompanied by an adult. Most of our clubs have a PlayZone creche for kids. With toys, games and activities to suit all ages, your child can have fun while being cared for by qualified and experienced staff. Cost for a single visit is $5. We also have direct debit options available, please ask for the details in club.

Who can I ask if I have trouble using the equipment?

Our green-shirted fitness team are there to help answer your questions if you get stuck.

When’s the quietest time to visit the club?

On weekdays the clubs are generally busiest before work, at lunchtime and after work. If you prefer a quieter atmosphere pay a visit just after lunch or in the afternoon.

Do I need to bring my own towel?

Yes. You’ll need your own towel to dry off and to wipe down equipment after use so it’s sweat-free for the next member. Towel hire is offered at most clubs for a small fee.

How do I use the lockers?

Your membership card gives you access to the lockers. The SmartCard System is activated as soon as you swipe into the club. Simply swipe your membership card to lock and unlock your chosen locker.

Note: lockers are only available for use during your workout and will automatically open when the club closes in the evening. While care is taken to ensure the security of our lockers, we can’t accept responsibility for items lost or damaged through theft or misplacement.

What happens if I lose something in the changing rooms?

Let reception know as soon as possible so we can check if someone’s handed it in. However, we can’t be held responsible for mislaid items.

What if I lose my membership card?

Don’t worry. Let reception know and they’ll issue you with a new one.

Which clubs have swimming pools?

NSW: George St Platinum (Sydney CBD), Chatswood Platinum, Sylvania, Dee Why, St Leonards, Carlingford, Rockdale, Top Ryde Platinum and Willoughby Platinum

QLD: Lutwyche, Carindale, Robina and Mermaid Platinum

VIC: Bayside, St Kilda

Which clubs have Power Plate or equivalent?

NSW: Bondi (The Edge), Bondi Platinum, Bond St, Chatswood, Erina, George St, Macquarie, Mosman, Penrith, Park St, Pitt St, Randwick, St Leonards, Sylvania, Top Ryde

ACT: Deakin

QLD: Brisbane City, Carindale, Elizabeth St, Lutwyche, Mermaid Waters

VIC: Bourke St, Collins St, Doncaster, Glen Waverley, Highpoint, Richmond, QV Platinum

WA: Brookfield Place

What should I do if the fire alarm sounds?

Don’t panic. Our fully trained team will tell you what to do and guide you to safety. If the alarm stops after a short time, it was simply a false alarm or a test.

Are the team first aid trained?

Yes, we always have a number of first aiders on duty. In the unlikely event that someone is injured, there are also first aid boxes located at reception and in the gym.

Are there any social events for members and staff?

Yes, they’re great fun and an excellent way of getting to know everyone. To find out more about our fitness challenges, special themed classes, nightclub evenings and BBQs ask reception or keep an eye on the member notices around the club.

Membership Cancellations

Joined in the last 14 days

If you're a new member in the first 14 days of your membership and you have a change of mind and decide you'd like to leave, just let us know and we'll sort everything out for you. All you’ll need to pay is your start up fee.

How do you cancel? Within the first 14 days of starting please speak to your Membership Consultant or call us on 1300 55 77 99, option 1, then option 2.

Paying by Direct Debit and still within your minimum membership

If you are paying by Direct Debit and still within your minimum membership (e.g. 16 fortnights into a 26 fortnight contract)

Your options

You can cancel your membership during the minimum term if:

i) You become sick or incapacitated. You must show us a certificate from a qualified medical practitioner stating that you cannot exercise for the remainder of your term. We will not charge you an exit fee.

ii) You relocate to an area more than 15 kilometres away from any Fitness First club. You must show us a letter from your agent or employer. We will charge you an exit fee, the cost is based on how much time is left on your contract:

Up to 6 months = $100
6-12 months = $150
12-18 months = $200
18-24 months = $250

iii) You become bankrupt, and provide supporting documents of this We will not charge you an exit fee.

iv) We make changes to the contract that adversely affect you, including if we assign your membership under 3.5. We will not charge you an exit fee.

What if I am within my minimum term and don’t have one of the reasons listed above?

You can pay your membership agreement out and we will apply a 5% discount to the total owing i.e. multiply your fortnightly fee on your membership agreement by the number of fortnights left in your minimum term and deduct 5% from the total.

Or you can give 28 days notice within your minimum term to ensure your debit doesn't continue past your minimum term i.e. you have 6 fortnights remaining on your minimum term and wish to ensure you do not pay more than the 6 fortnightly payments, you can give your 28 days notice now.

How do you cancel?

Call us on 1300 55 77 99, option 1, then option 2 or visit us in club.

Paying by Direct Debit and minimum membership length completed

You pay fortnightly by Direct Debit and have completed your minimum membership term (e.g. you joined on a 26 fortnight membership but have been with us for 30 fortnights+)

Your options

Simply give us 28 days notice to cancel taken from your next Direct Debit date.

How do you cancel?

Call us on 1300 55 77 99, option 1, then option 2 or visit us in club.

Made one-off payment and still within minimum membership length

You paid for your membership in one go (Lump Sum) and are still within your minimum membership term (eg 16 fortnights into a 26 fortnight contract)

Your options

If your circumstances have changed due to redundancy, relocation or long term sickness and you can provide professional documentation to support this, we'll discuss cancelling your membership and refunding any pre-paid months (pro rata) you will no longer be using.

How do you cancel?

Call us on 1300 55 77 99, option 1, then option 2 or visit us in club.

Made one-off payment and minimum membership length completed

You paid for your membership in one go (Lump Sum) and are at the end of your minimum membership term.

Your options

Your membership will automatically end at the end of your minimum membership length.

How do you cancel?

You don't need to do anything. We'll contact you to see if you wish to continue working out with us. If you don't, that's fine. If you do, we'll arrange everything for you.

Purchased a Pre Paid option

You chose a 5, 10, 25 or 50 visit pack

Your options

Your Pre Paid option will end at its expiry or when you use all your visits (whatever occurs first).

How do you cancel?

You do not have to cancel Pre Paid membership options. Pre Paid options are not refundable. If you have a medical, relocation or redundancy reason prohibiting you completing your Pre Paid pack we will assist you with an extension of your expiry date to ensure you can use your visits. We will require documentation to support one of these reasons to action this.

Training

How quickly will I see results when using the gym?

It depends on several factors including how often you attend, what exercise you do, what you eat and drink and what your goal is. But with the correct diet, training and motivation you could start to see some positive changes within 4 weeks.

I’ve never used a gym before. What support is on offer?

Our goal is to not only help you reach your goals, but to help you create a lasting fitness habit. That’s why there’s always a member of the fitness team on hand to help with advice on training and nutrition, industry-leading instructors to support and guide you in our Group Exercise classes and a network of Personal Trainers ready to motivate you throughout your fitness journey. Reach out to one of our fitness pros and you'll have access to support, motivation and fitness expertise.

I have an injury/illness. Can I still use the gym?

Yes, but we’d recommend you get the OK from your doctor before working out. Research has shown that regular exercise can prevent, slow down and even reverse some symptoms. Our team has experience creating exercise regimes specific to injuries and illness so ask a member of the fitness team for advice and support.

Do I need to be fit before I join?

Not at all. In fact, if you’re unfit the gym is the best place for you. But one thing is certain: with our energetic and passionate fitness teams you’ll soon be fit after joining.

I'm new to classes. Are there any I shouldn’t do?

There are no set classes that anyone should or shouldn’t do and enough variety to ensure that there’s a class for you. Don’t be scared of trying something new. If you find it isn’t for you, simply try something else next time but you never know, you might discover a talent you never knew you had. Generally speaking, it's a good idea to try a class three times before making a call that it doesn't suit you.

I am pregnant, is it safe to workout?

The level of exercise during pregnancy is usually determined by pre-pregnancy fitness levels. As you've not been exercising recently you need to make sure you follow a more conservative exercise plan and progress things slowly.

We recommend you book in with one of our Personal Trainers. Make sure you ask for one that is trained in Ante & Post Natal. They'll help develop your personal fitness plan.

Spin could be a good option but you would need to tell the instructor your good news and also make sure you monitor your body temperature, not allowing yourself to get too hot. Four weeks general training in the gym would allow you to get your base level of fitness up before your first class.

The key for you is progressing slowly and gradually adding exercise to your lifestyle.

I am looking to tone my arms, bum and legs, what would you recommend?

To tone your arms, 2-3 sets of 8 reps work really well. Use a weight you can keep good technique for 8 reps but struggle with the 9th. Legs respond better to a slightly higher rep range: try 3 sets of 12 for 4 weeks then increase the weights and drop down to 8 reps.

The best cardio machine depends on your goals. For health it's the one you like the most. For fat loss it's the one you are worst/least efficient at. This is normally the one you hate - sorry! So try to mix it up with your favourite ones to stay motivated. For best results we prefer the bike and the rower. Giving yourself permission to do a range of activities will improve your overall fitness and keep yoy interested in your training generally.