FAQs

Bookings

  • We use an online portal called My Family Lounge. Please click here to register and create a booking request for your child.

  • Yes, we require all families to re-enrol each academic year.

  • A permanent booking consists of the same days each week and will be in place until you cancel. These bookings are still charged even if your child is absent to hold your place.

  • You can create a booking request by logging into the My Family Lounge portal and click on Create Request and follow the prompts.

  • Permanent booking cancellations need to be made in writing to bookings@nwcc.com.au and require two weeks notice.

  • A casual/flexible booking can be requested until 12 midday the day prior, and may be offered if space is available. This can be often done via the My Family Lounge app or you will need to email last minute requests to bookings@nwcc.com.au and await a confirmation.

  • You can request these online via the My Family Lounge app or alternatively email bookings@nwcc.com.au with your request.

  • Casual/flexible booking cancellations need to be made in writing to bookings@nwcc.com.au or actioned via the My Family Lounge App. To cancel without being charged we require at least 24 hours notice prior to the start of the session.

  • Visit our Vacation Care page or email bookings@nwcc.com.au with your request.

  • Please refer to the vacation care terms and conditions which are attached to the program. No booking changes are permitted after the mentioned cut-off date.

  • Yes, all absences including sickness and family holidays are still charged as normal in accordance with our Fees Policy.

  • If your child is booked in for before or after school care during term time there will be no charge. If you book your child in for a casual Vacation Care booking these days will be charged accordingly.

  • Check out our Vacation Care page for more information.

  • No, our services are closed on Gazetted public holidays so you will not be charged.

  • You must log into the My Family Lounge App to mark your child absent. You cannot mark your child absent using the web portal.

    Mark My Child Absent

  • My Family Lounge is our online portal for families. Within this portal you can submit your child's enrolment form and update details such as a phone number, email address and add or remove emergency contacts. You can also request to change permanent bookings and book casual days.

  • My Family Lounge has a free app available for Apple and Android devices. You can search for My Family Lounge in your app store or click on the links and enter your email and password to log in. The app allows you to book your child in for casual days, mark absences on the go and enter billing details.

Fees, Statements and Payments

  • You will be emailed a statement each fortnight at least 48 hours prior to direct debits being processed. Please email bookings@nwcc.com.au if you are not receiving your statement.

  • When you first enrol, you are emailed a direct debit form. These payment details are automatically processed fortnightly on Friday. Please allow 3 business days for the payment to clear.

  • To update your payment details, please complete a new direct debit form. Email your completed form to bookings@nwcc.com.au as soon as possible.

  • A Late Collection Fee, if your child is picked up after the service closure time and a Non-Notification Fee will apply for each child if we are not notified of their absence in the after school care session.

  • The Child Care Subsidy is a system that is used by the Australian Government to help families reduce their child care fees. If families meet the requirements, they can receive a percentage paid towards their fees. Please check with Centrelink directly if you are eligible, before proceeding to make a claim. https://www.servicesaustralia.gov.au/individuals/services/centrelink/child-care-subsidy/how-claim

  • Log into your Centrelink account through myGov and follow the prompts to complete the outstanding task. If you are unable to see the task, you will need to contact Centrelink for assistance on 136 150.

    https://www.servicesaustralia.gov.au/individuals/online-help/centrelink/confirm-your-childs-enrolment-details-child-care-subsidy

  • Before contacting our Bookings Team, we recommend contacting Services Australia (Centrelink) on 136 150 for assistance. NWCC do not have access to your personal details and arrangements with Services Australia and won’t be able to provide any more detail.

  • Centrelink will automatically cease your child’s enrolment details if they have not attended care for 14 continuous weeks. This includes absent days Vacation Care holiday periods. If you child is booked into an upcoming Vacation Care, the enrolment will be re-submitted to Centrelink for you to confirm.

  • Families receive up to 42 allowable absences per child each financial year. For the 2022-23 financial year, families have been given 10 extra allowable absences. Once a family has reached the allowable absence limit, this means full fees apply for every time your child is absent unless a medical certificate is provided.

General

  • Yes, we collect Kindergarten's from their classroom for after school care. Please refer to the Family Fact Sheet (under OSHC locations) for your service for further information.

  • Please complete an extra-curricular form and return this to the service or email this to bookings@nwcc.com.au. Children will be booked out to the external provider then booked back into afterschool care on the day.

  • Contact the service mobile number to advise that you are going to be late and organise an authorised person to collect your child.

  • Share your feedback by emailing bookings@nwcc.com.au.