Frequently Asked Questions & General Information

Note This registration FAQ is also available in the following languages: Traditional Chinese, Portuguese, Spanish, Tamil, Urdu

Q1: If I don't have a credit card can I still register online?

A: Yes. Clients who do not have credit cards can visit their local community centre and/or civic centre to make an advanced payment on their account.

Q2: Why can't I see my registration confirmation immediately after registering online?

A: Registration confirmation is unavailable on the day registration opens due to the volume of transactions being processed at the same time. You can view your online transactions later on registration days (after 10 a.m.).

Q3: When are clients removed from waitlists?

A: Clients are removed from waitlist if they are registered in the same course at a different time or date. Before removing anyone from a waitlist, staff confirm which program the client would like to be in. Of course, you can request to be removed from a waitlist at any time.

Q4: Why can't I use different methods of registration at the same time?

A: The registration system cannot process transactions from more than one source. For example, if you are logged in via Touch Tone Registration, you will not be able to register online and vice versa.

Q5: Why does my account lock me out after a few attempts to login?

A: Please ensure that you have the correct family number and client numbers. Accounts will be disabled after the third attempt to login. Contact customer service at 416-338-4386 to get the account unlocked.

Q6: I have been placed on a waitlist for a program. How will I know if a spot becomes available?

A: Recreation staff will notify you when a space becomes available.  

Q7: One of my classes was cancelled because of the weather. Will there be a make-up class?

A: If a class is cancelled due to circumstances such as weather emergencies or power failures, every effort will be made to add a make-up class. If an additional class cannot be provided, a credit will be applied to participants' accounts.

Q8: How do I get a refund or credit to my account if I withdraw from a program?

Clients are eligible to receive either a refund or a credit if they withdraw prior to the third class or day of the program. A $10 administration fee will be applied to your account for each program withdrawal requested per person, per program. For further information about our registration policies, please contact (416) 338-4386 to speak with a customer service representative.

Note: Aquatic Leadership Programs - Withdrawals requested less than 10 days from the course start date will only receive a 50% refund. Refunds will not be provided for missed classes or programs where 100% attendance and active participation are mandatory.

Q9: How do I save and print receipts?

A: As of 2015, you no longer receive a mail out of your receipt. Log in to your account to view, print and save your receipt. For more information, visit Manage Your Account.

Q10: Is my personal information secure?

A: Yes. The City of Toronto is dedicated to protecting your personal information.

Q11: What are Duplicate Registrations?

A: Parks, Forestry & Recreation programs are very popular. To give the greatest access to as many clients as possible, clients registered for programs that occur at the same time must choose one program and staff will withdraw them from the rest, giving others a chance to participate.

Q12: Am I able to transfer from one program to another?

A: Yes. Participants can transfer from one program to another. A $10.00 administration fee will be charged for all transfer requests.  

Q13: How many free recreation programs am I able to register for?

A: The City of Toronto is committed to increasing access to recreation by offering a variety of free programs. The City of Toronto does not currently restrict the number of free programs a client can register in. But because City programs are in-demand, if you can't go, let us know so the spot can be offered to someone else.

Q14: How do Welcome Policy participants receive a credit for program withdrawal?

A: Please refer to Question #8. The City of Toronto's credit and refund policy applies to all registration clients and a subsidy is reapplied to a Welcome Policy approved account.

Information Collection

Any personal information collected is collected under the authority of the City of Toronto Act, 2006, ss. 8, 74 & 136, and the City of Toronto Municipal Code Chapter 441, Fees and Charges and Chapter 608, Parks. The information is used to process your application for program participation; the registration of individuals in programs; payment of fees; collection of outstanding fee amounts; aggregate statistical reporting, contacting clients regarding upcoming programs, and, additional mailings, including newsletters/surveys. Questions about this collection can be directed to: Parks, Forestry & Recreation – Manager, Customer Service, Toronto City Hall, Fl. 1, 100 Queen St, W, Toronto, ON, M5H 2N2, or call 416-392-1902.

Registration Security

Significant measures have been taken to ensure the security of your account information and transactions. The system is thoroughly tested and uses encryption similar to e-commerce and banking transactions. The “padlock” symbol indicates data is secure and is located at the bottom of the page for “My Cart” and “My Account" selections.

If you prefer to provide payment in-person or if you do not have access to a credit card, you can go to these civic centres or community centres to add a credit on your account. This payment can be made by cash, cheque (made out to "City of Toronto"), or major credit card (VISA, Mastercard or American Express).

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