Question 1

How does the Child Care Subsidy work and will I be eligible?

Accepted Answer

The Child Care Subsidy (CCS) is a federal government payment that reduces what most families pay for approved childcare. It is paid directly to us and we pass the saving on to you, so you only ever pay the gap. Eligibility is based on your household income and the number of children you have in care. Most families receive some level of subsidy. The Services Australia online estimator is the quickest way to get a sense of your likely rate before you enrol. We can walk you through it at your tour if it would help. More information is available from Child Care Subsidy - Services Australia.

Question 2

When does the subsidy start and how do I apply?

Accepted Answer

You apply through your myGov account linked to Centrelink. We recommend starting the application as soon as you have confirmed your enrolment with us, as it can take a couple of weeks to process and the subsidy only applies from the date your claim is approved, not backdated to your start date. Once it is set up, it runs automatically. We will give you our Provider CRN at enrolment so you can complete your application. If you get stuck, our Centre Director is happy to help you work through it. Both the child and parent CRNs must be provided to the service upon enrolment. Once the service enters the data families are then required to approve the care from the service, this will allow the child's CCS to come to the centre.

Question 3

What if my child is sick and does not attend, do I still pay?

Accepted Answer

Yes, fees apply on days your child is enrolled whether or not they attend. This is standard across the sector and reflects the fact that we hold the place, staff the room and prepare the day regardless. The good news is the CCS still applies until 42 absences are recorded. Once the 42 allowable absences are reached medical certificates are to be provided to the service to upload to then be considered an allowable absence. Allowable absences reset every financial year.

Question 4

Are there any additional fees on top of the daily rate?

Accepted Answer

No. Everything listed in our inclusions, meals, snacks, nappies, wipes, sunscreen and hat, is covered in your daily fee. The only time additional charges apply is for optional excursions outside the centre, and we will always give you plenty of notice and a clear cost before those happen.

Question 5

Do you offer a sibling discount?

Accepted Answer

We do not offer a sibling discount. Note that the federal government's higher subsidy rate for second and subsequent children aged five and under automatically reduces your out-of-pocket cost for additional children regardless of any centre-level discount.

Question 6

Is there an enrolment fee or holding deposit?

Accepted Answer

Yes, a bond of $100 per child or $200 per family with 2 children or more. This bond is refundable at the end of an enrolment provided the fees are paid in full.

Question 7

How much notice do I need to give if I want to change days or leave?

Accepted Answer

To end an enrolment 2 weeks notice is required in writing to the centre. To add additional days please speak to your service director. We will always try to accommodate changes where we can. Just speak with your Centre Director as early as possible.

Question 8

Are fees charged on public holidays or when the centre is closed?

Accepted Answer

Public holidays are non-attendance days. Yes fees are payable for public holidays throughout the year. For the closure over Christmas fees are not charged for the days the service chooses to close. We will always give you as much notice as possible of any planned closures.

Question 9

How do I find out if there are places available?

Accepted Answer

The quickest way is to call your nearest centre directly or book a tour online. Places in our baby rooms in particular can fill up well ahead of time, so we recommend making contact as early as you can, ideally six to twelve months before you need care, and earlier if you are expecting.

Question 10

Do you have a waitlist?

Accepted Answer

Yes. If your preferred room or preferred days are not immediately available, we will add you to our waitlist and contact you as soon as a place opens. Waitlists are reviewed regularly and places are offered once they become available.

Question 11

Can I secure a place before my baby is born?

Accepted Answer

Yes, and we encourage it. We are happy to add you to our waitlist based on your expected due date. Many families come to see us while they are still pregnant. It is never too early to make contact.

Question 12

What happens at the tour?

Accepted Answer

A tour takes around 30 minutes. You will meet the Centre Director, see the rooms, watch the children at play and ask us anything you like. There is no obligation and no pressure. If it feels right for your family, we will walk you through the enrolment process from there.

Question 13

What do I need to bring to enrol?

Accepted Answer

Nothing is needed for the tour. When you are ready to enrol we will ask for: your child's birth certificate, an Immunisation History Statement from Medicare (required under Queensland's No Jab No Play legislation), your child's Medicare card number, your CRN and your child's CRN for the Child Care Subsidy, any current court orders or parenting plans, medical management plans for asthma, allergies or anaphylaxis signed by your GP, and information about emergency contacts, dietary needs and cultural preferences. We will go through all of this with you. It is more straightforward than it looks on paper.

Question 14

How long does the process take from tour to first day?

Accepted Answer

It varies. Once enrolment paperwork is complete and your CCS is set up, most families are ready to start within a couple of weeks. We then plan a settling-in schedule with you before the first full day.

Question 15

What does the settling-in process look like?

Accepted Answer

We take settling in seriously because we know it matters, for your child and for you. We do not have a single rigid formula, because every child is different. Generally we start with shorter visits where a parent or carer stays in the room, then gradually extend the time and reduce parental presence over several sessions before the first full day. Your child's lead educator will guide this based on how your child is responding.

Question 16

How many visits do we do before the first full day?

Accepted Answer

As a guide, most children do between two and four settling visits before their first full day, but we will always follow your child's lead rather than a fixed timeline.

Question 17

What if my child is really distressed at drop-off?

Accepted Answer

It is completely normal, and you are not doing anything wrong. Most children settle within a few minutes of a parent leaving. Children often find it easier once the goodbye is done. We will always contact you if your child remains genuinely distressed after a reasonable settling period. You are welcome to call to check in so you are not left wondering. If settling is taking longer than expected, we will talk it through with you and adjust the approach.

Question 18

Can I stay and settle my child in the room?

Accepted Answer

Yes, especially in the early visits. We actively encourage it. Over time we will gently start to step back together so your child builds confidence in the space without you, but there is no rush and no set schedule for that.

Question 19

How will you communicate with me during settling?

Accepted Answer

Your Centre Director and your child's lead educator will be your main points of contact. During the settling period in particular, they will check in with you regularly, either at pick-up or by phone. We don't have any apps or online programs. The reason for this is to protect children. If anything concerns us, we will call you directly and promptly.

Question 20

What does a typical day look like?

Accepted Answer

Each day is structured around a rhythm rather than a rigid timetable: arrivals, group time, play experiences (indoors and outdoors), meals, rest and later afternoon activities. The balance of activities varies by room and age group. Your child's educator plans experiences around the interests, strengths and developmental needs of the children in the room, guided by the Early Years Learning Framework.

Question 21

What time should my child arrive?

Accepted Answer

We open at 6am. We have morning tea around 9am and it is great for children to be there for the start of the day. If your family's routine means a later arrival on some days, just let us know. We will make sure your child feels welcome whenever they come in.

Question 22

What do I need to bring each day?

Accepted Answer

A labelled water bottle, any bedding you use for sleep, and spare weather appropriate clothing. Everything else, meals, nappies, wipes, sunscreen and a sun-safe hat, is provided by us.

Question 23

What do you feed the children?

Accepted Answer

All meals and snacks are prepared fresh on site by our kitchen team. We provide breakfast, morning tea, lunch and afternoon tea. Menus are planned with nutrition in mind and rotate regularly. You are welcome to ask to see a sample menu at your tour. If your child has dietary requirements, allergies or cultural food needs, we will work with you to make sure they are fully catered for.

Question 24

How do you handle food allergies?

Accepted Answer

We take allergies seriously. For children with a diagnosed allergy or anaphylaxis risk, we require a medical management plan signed by your GP before the start date, and we work with you to make sure every member of the team who cares for your child understands it.

Question 25

How much sleep will my child get and how is rest handled?

Accepted Answer

Children will be provided with opportunities for rest and relaxation whilst here at the centre. We will not prevent a child from going to sleep and we won't wake a child if they have fallen asleep.

Question 26

Can I come in and have lunch with my child?

Accepted Answer

Yes we have an open door policy we love having families come to visit. If you are planning to come in, a quick heads-up to the room helps us make sure the timing works well for your child's day.

Question 27

How will I know what my child has done during the day?

Accepted Answer

We keep communication personal and direct. Our educators speak with you face-to-face at pick-up and drop-off about your child's day, and we record food intake, nappy changes and rest times on charts located in each room. A daily photo sheet is also displayed so you can see what your child has been up to.

Question 28

Who is my main point of contact at the centre?

Accepted Answer

Your child's lead educator is your first point of contact for day-to-day questions about how your child is going. For anything about enrolment, fees, policies or concerns, your Centre Director is who you want. You will meet both of them at your tour.

Question 29

What happens if there is an incident involving my child?

Accepted Answer

We contact you promptly by phone. If your child needs medical attention we act immediately and call you at the same time. An incident report will be completed and for minor incidents educators will notify you at collection time.

Question 30

Can I call or message during the day to check in?

Accepted Answer

Yes. We know it can be hard to leave your child, especially in the early weeks. Call the centre any time. We will always find a moment to reassure you. We just ask for a little patience during busy transition times like meals and rest.

Question 31

What happens if my child becomes sick during the day?

Accepted Answer

We will call you (and your emergency contacts if needed) and ask you to arrange collection as soon as practicable. In the meantime your child will be cared for comfortably and kept calm. If we believe it is a medical emergency we will call 000 and then call you immediately.

Question 32

How long does my child need to stay home after being sick?

Accepted Answer

We follow the Queensland Health exclusion guidelines. The most common ones parents ask about: children with gastroenteritis must stay home for 24 hours after the last episode of vomiting or diarrhoea; conjunctivitis requires a doctor's clearance before returning; hand foot and mouth requires exclusion until all blisters have dried. Time out for contagious conditions: keeping children and staff healthy. When in doubt, give us a call and we will advise.

Question 33

What are your immunisation requirements?

Accepted Answer

All children must be immunised to attend. No exemptions. You will need to provide an Immunisation History Statement from Medicare as part of your enrolment paperwork. We cannot accept enrolment without it.

Question 34

Do you administer medication?

Accepted Answer

Yes, with appropriate authorisation. We require a completed medication authority form signed by a parent or guardian, and medication must be in its original labelled packaging. We do not administer medication that has not been prescribed or recommended by a healthcare professional.

Question 35

How do you manage children with anaphylaxis or severe allergies?

Accepted Answer

We require a current ASCIA Action Plan signed by your child's doctor before their start date. All relevant educators are trained in anaphylaxis management and we conduct regular practice.

Question 36

What is your NQS rating?

Accepted Answer

We have not yet been assessed against the National Quality Standards.

Question 37

What qualifications do your educators hold?

Accepted Answer

All of our rooms are staffed in line with Queensland's regulatory requirements. Our Centre Directors hold a minimum of a Diploma or Bachelor degree in Early Childhood Education. Room educators hold a minimum of a Certificate III, with many holding or working towards a Diploma or Degree.

Question 38

Will my child have consistent educators or does it change?

Accepted Answer

We work hard to keep consistency when it comes to educators. All rooms have their permanent educators, so children are aware of who to go to if they need support, comfort etc.

Question 39

How do you manage staff absences?

Accepted Answer

If an educator is absent from the service we will replace them with another educator who is familiar to the children and aware of routines and children's needs.

Question 40

What are the educator-to-child ratios?

Accepted Answer

Babies 6 weeks to 15 months 1:4, Toddlers 15 months to 2 yrs 1:4, Junior Kindy 2 yrs to 3 yrs 1:5, Senior Kindy 3 yrs to 4 yrs 1:11, Kindy 4 yrs - 5 yrs 1:11. These meet Queensland regulatory requirements. In practice, we aim to staff above the minimum during key times of day.

Question 41

What is the Early Years Learning Framework?

Accepted Answer

The Early Years Learning Framework (EYLF) is the national curriculum framework for children from birth to five in Australia. It guides how our educators plan and deliver learning experiences. Its central premise is that children learn best through play: purposeful, well-designed play that builds language, problem-solving, social skills, creativity and independence. Everything we do in the rooms is underpinned by it.

Question 42

How do you decide when my child is ready to move to the next room?

Accepted Answer

We never move a child based purely on age. The decision is made by your child's lead educator and Centre Director in consultation with you, based on your child's developmental readiness across social, emotional, physical and cognitive dimensions. We will always discuss it with you before any transition happens.

Question 43

What does the room transition process look like?

Accepted Answer

We manage transitions gradually. Your child will visit the new room with their lead educator several times before moving fully, so the space and the educators feel familiar. We keep you informed at every step and welcome your questions throughout.

Question 44

How do you prepare children for school?

Accepted Answer

Our Kindergarten program is specifically designed to build school readiness, but not in the way many parents expect. We focus less on the alphabet and more on the skills that actually predict school success: the ability to manage emotions, follow instructions, solve problems, cooperate with others, communicate needs and sustain attention. We also work closely with local primary schools where we can to make the transition feel familiar.

Question 45

Is there parking at the centre?

Accepted Answer

Yes we have plenty of parking here at the service, parking spaces allow for ease of access to the front door.

Question 46

Can someone other than me drop off or collect my child?

Accepted Answer

Yes, provided they are on your authorised contacts list. You provide this list at enrolment and can update it at any time. We will ask unfamiliar adults to show ID. We cannot release a child to anyone not on the authorised list, regardless of the circumstances. This is a non-negotiable safety rule.

Question 47

What happens if I am late for pick-up?

Accepted Answer

Please call the centre as soon as you know you will be delayed so we can reassure your child. Late fees of $30 per child for the first 10 minutes and then $3.00 per child per minute will be charged to a parent's account.

Question 48

Are you open on public holidays?

Accepted Answer

We are closed on public holidays. We are closed for the Christmas period and the dates will be advised to families upon enrolment.

Question 49

What happens during extreme weather?

Accepted Answer

We monitor Bureau of Meteorology forecasts and follow our emergency procedures for extreme heat, storms or other severe weather events. Outdoor play is managed according to weather conditions. On very hot days children stay indoors or in shaded areas and hydration is closely monitored.

Question 50

Can I visit the centre unannounced?

Accepted Answer

Yes. Families are always welcome to visit. We have nothing to hide and we believe you should feel comfortable dropping in. If you are planning a longer visit or want to have lunch with your child, a quick call ahead helps us time it well, but you are never required to make an appointment.

The questions we hear most.

Fees and the Child Care Subsidy

Enrolment and Availability

Settling In

Daily Life

Staying Connected

Health and Illness

Our Educators and Quality

Moving Between Rooms and Starting School

Practical Matters