See our list of frequently asked questions below

Updating Details on my Enrolment Form

  • How do I update new information on my Enrolment Form?
    If you need to update or add any new information to your child/ren’s enrolment form (eg. Contact Numbers, Email Address, New Medical Information) you can easily digitally update this information on My Family Lounge. Click here to learn how: Updating Your Enrolment Form 
  • How do I upload an Action Plan to my Enrolment form? 
    If you child has a medical condition with a medical management plan, anaphylaxis medical management plan, risk minimisation plan or any other documents you can simply upload a digital copy to your enrolment form. Follow our Step by Step guide here: How to upload an Action Plan

Vacation Care Bookings

  • How do I book Vacation Care services for my child? 
    Vacation care programs are released and enrolments can be placed from week 6 of each term. You will need to book care through the My Family Lounge Portal either through the website or via the app. These bookings are classed as “Casual Care” to learn more about booking Vacation Care view our Step by Step guide here: How to create a Vacation Care Booking 
  • I can’t select the right service location for Vacation Care when I try to make a booking.
    If you can only view one location or the wrong location is appearing view this guide to learn:  How to add a New Vacation Care Service Location to your Account 
  • I haven’t received a confirmation email for my Vacation Care Bookings.
    The “My Family Lounge” portal does not send automatic confirmation emails for casual care. To view you confirmed days, please log into your account and proceed to view your casual care bookings. Days in “purple” indicate confirmed care.
  • Why isn’t my CCS showing for Vacation Care? I currently attend before and after school care at another service.
    If you have never attended our Vacation Care service and go to one of our other service during the school term, you will need to confirm your enrolment for Vacation care as this will be a new service. This enrolment will be available to confirm in your MyGov from the Monday on the first week of care.
  • Why isn’t my CCS showing for Vacation Care if I have attended previously?
    The Government does automatically ceases any continious non-attendance every 14 weeks. As a result if you haven’t attended Vacation Care for over 14 weeks, you will need to confirm your enrolment for CCS. This includes if you attend one of our other services for before or after school care.

Child Care Subsidy

What is Child Care Subsidy (CCS)?

How do I know if I’m eligible for CCS?
Please check by clicking here.

I can’t see Centrelink anywhere on my MyGov account?
You will firstly, need to link Centrelink to your MyGov account. Click here.

I need to make a Child Care claim but don’t know how?
Click here for instructions on how to claim Child Care Subsidy.

How do I confirm my child’s enrolment in Centrelink?
You will need to log into your MyGov account. Please click here for a guide.

I can see the CCS percentage coming through, but have no eligible fortnightly hours. How do I update this?
You will need to updated your activity test in your Centrelink account. This includes all working hours and travel hours made within the fortnight.
Please click here on how to do so.

Waiting List

What’s my exact position on the waiting list?
As we have migrated to an online portal, called My Family Lounge we cannot determine your exact position on our waiting list. This is due to numbers constantly changing and by families cancelling days.

The waiting list is generated by pages and we offer according to the date of application. If you have correctly transitioned your child onto the waiting list you will be able to see their booking request by logging into My Family Lounge.

Are you able to hold my position if I accept but start at a later date?
We are unable to hold your position for this long, due to other families on our waiting list. This is to ensure that we give all families a fair chance. We also have a limited time to accept offers, as this keeps the waiting list moving.

Please note: If you decline or if your offer expires, your child will be moved down to the bottom of the waiting list and this position will be offered to another family.


How do I let the service know my child will not be attending?
Please inform if your child will be absent by contacting the service on their mobile number located on Our Centres. Alternatively you can also mark your child absent on the My Family Lounge app on your phone.

Will I still be charged for absent days?
Yes, all absent single days or holiday periods are classed as an absentee and will be charged as per the Fees Policy.

Fees are payable for illness/sickness, absence and holidays taken during school term; not the school holidays unless you book.

Please note you are only allowed to have 42 days of absentees each financial year before this affects your Child Care Subsidy.