Thank you for taking the time to provide your feedback.
We are sorry to hear that your experience did not meet your expectations. We have reviewed the matters raised and would like to provide some context in relation to communication, engagement, and administrative processes.
Throughout your child’s enrolment, our leadership team made multiple attempts to communicate and work collaboratively with you to support your child’s settling and to provide clarity regarding billing and Child Care Subsidy (CCS) continuity. This included written correspondence and attempts to arrange direct discussions to resolve concerns as they arose.
On several occasions, we were advised that telephone contact during business hours was not possible. As a result, opportunities for direct discussion were limited, which impacted our ability to work through matters in a timely and coordinated way.
A child’s successful transition and ongoing experience in early learning is supported by a collaborative partnership between families and educators. This includes open communication and engagement through established centre processes to ensure that both care-related and administrative matters, including billing and CCS, can be appropriately managed. Where communication is limited, this can impact the effectiveness of these processes.
We note the comments regarding escalation of concerns. Our team followed the appropriate internal processes in responding to the matters raised at the time; however, effective resolution is best supported where open communication is maintained by all parties.
We remain available to engage directly should there be any outstanding matters that require further clarification or resolution through our established processes.
We acknowledge your decision to transition to another service and wish your family all the best for the future.
