FREQUENTLY ASKED QUESTIONS

Please note that given the significant increase in call and email volumes due to COVID-19, it may take longer than usual for our team to get back to you. Please rest assured we are working through every request and will come back to families as soon as possible. Your patience and support are greatly appreciated. 

 

Please see below for the list of FAQs which may help resolve your issue.

FAQs

  • When will billing be processed?

    Forward billing for the week commencing Monday 30 March has been processed. The next billing cycle will be processed on Monday 6 April.

  • Why does my statement not reflect the changes I already requested?

    Due to the high volume of requests, changes to your account may not have been processed before your statement was issued. If this is the case, your fees will be adjusted on your next issued statement.

  • I’ve emailed/called but haven’t heard anything back. What now?

    If you have emailed [email protected] and received an automated message in return, please rest assured that your request has been received and will be actioned as soon as possible. The Family Support team will backdate all requests and confirm in writing when they have been processed.

     

    If you have called and left a message or spoken with a team member, your request will be actioned as soon as possible, in the order these requests were received. There is no need to call/email again to re-confirm.

     

    If your issue is urgent, please contact your Campus Director.

  • I want to reduce my child’s days of care. How can I do this?

    Your Campus Director can assist with this directly. Please contact them to arrange. This option will also allow you the flexibility to book additional casual days.

  • What if my bank provider has declined this weeks fee payment?

    The balance will be accrued and included in the next issued statement.

  • What are my options for enrolment and fees?

    We have a range of options for families to adjust their enrolments to best suit their needs during this unprecedented time. To discuss what will work best for you, please contact your Campus Director or the Family Support Team on [email protected] or 138 622. 

  • What if I want to come back before my suspension period finishes?

    Call the Family Support Team on 138 622 to confirm the date you wish to return to care. Your billing will be switched on and you can elect what days you wish to attend.

  • What if I need to book additional days of care?

    Contact your Campus Director to add casual days or increase days permanently.