Frequently Asked Questions
Find answers about enrolments, bookings, fees, Child Care Subsidy and everyday care. Select a category, then choose a question to see the answer.
Seven categories · 42 questions
Enrolment and My Family Lounge 5 questions
How do I enrol?
To enrol, register for an account through My Family Lounge and complete the enrolment form. Once submitted, a member of our Bookings Team will contact you about the next steps.
What is My Family Lounge?
My Family Lounge is NWCC’s online family portal. You can use it to submit your child’s enrolment form, update family and contact details, add or remove emergency contacts, request booking changes and book casual days.
The My Family Lounge app is available free for Apple devices. The app is not currently available for Android devices. Families without the app can use the web portal for supported tasks.
How do I update my details or my child’s details?
- Log into the My Family Lounge portal through your web browser.
- Select View Enrolment.
- Update the required information.
- Select Submit to save your changes.
Why do I need to provide two additional contacts?
In an emergency, we need at least two additional people we can contact if neither guardian can be reached. These contacts provide important backup and help us protect your child’s safety and wellbeing.
How do I add an additional contact to my child’s enrolment?
- Log into the My Family Lounge portal through your web browser.
- Select View Enrolment.
- Find the Additional Contacts section.
- Enter the contact’s full name, relationship to your child, phone number, address, gender and whether they are over 18.
- Answer Yes or No for the collection, emergency, medical, transport and excursion authorisations.
- Select Submit to save the new contact.
Attendance, sign-in and absences 5 questions
How do I sign my child in or out of care?
The QK Kiosk is available on the iPad at your child’s service.
- Enter your mobile number and select OK.
- Enter your PIN and select OK.
- If this is your first time using the kiosk, enter the default PIN 0000. You will then be prompted to create and confirm your own four-digit PIN.
- Select Confirm and Next if any attendances or absences appear.
- Select Sign Out, then Done.
Can we share our QK Kiosk login with other contacts?
No. Guardians and other contacts must not share their login details. Each authorised person, including a second guardian, must be listed on the child’s enrolment and use their own contact number and private PIN. These details must remain confidential because they are used to submit legal attendance records.
How do I mark my child as absent?
If your child will be absent from After School Care, please notify us at least one hour before the session by:
- using the My Family Lounge app on an Apple device;
- texting your child’s service; or
- emailing bookings@nwcc.com.au.
What is a non-notification fee?
A non-notification fee is charged when NWCC is not notified of a child’s absence at least one hour before the scheduled session. It is charged in addition to the normal booking fee and is not eligible for Child Care Subsidy.
You can mark your child absent through the My Family Lounge app. The web portal does not support this feature. Alternatively, text the service or email bookings@nwcc.com.au.
Do I pay for absences?
Yes. If your child has a permanent, routine weekly booking, the standard session fee is charged to retain their place. This applies to absences including illness and family holidays, in accordance with our Fees Policy.
The exception is when NWCC unexpectedly closes the service for an emergency.
Permanent, routine bookings 6 questions
What is permanent, routine care?
Permanent, routine care means regular sessions that occur each week. The arrangement remains in place until NWCC receives a written cancellation with at least two weeks’ notice. Charges continue when your child is absent so their place can be retained.
How do I request a permanent, routine booking?
New families
Log into your My Family Lounge account, select New Request and follow the prompts. Your request will appear as pending approval. Care is offered subject to availability.
Existing or returning families
Scroll to Current Bookings, find the booking pattern you want to change and select Edit. Follow the prompts to submit your request. All changes remain pending until approved, and at least two weeks’ notice is required for changes to current bookings.
How can I check my child’s current bookings?
- Log into the My Family Lounge portal through your web browser.
- Scroll past previous offers to Current Bookings.
- Select Edit. Your child’s booked days will be marked with ticks.
- If an end date appears beside a booking, that booking is no longer active.
How do I cancel a permanent, routine booking?
Email your cancellation or change request to bookings@nwcc.com.au. At least two weeks’ written notice is required. You will receive an email when the cancellation or change has been processed.
Do permanent sessions roll over each term?
Yes. Permanent bookings roll over automatically each term and remain in place until NWCC receives written notice to cancel care.
Can I place my child’s permanent, routine bookings on hold?
No. Due to high demand, permanent, routine bookings cannot be held or paused, including for illness or extended family holidays.
Casual bookings and Vacation Care 8 questions
What is a casual, flexible booking?
A casual, flexible booking is a non-recurring booking made through the My Family Lounge app or by email. It is subject to availability and may incur an additional fee. Check your service’s Family Factsheet or OOSH Location webpage for current session fees.
How do I request a casual, flexible booking?
Request a casual booking through the My Family Lounge app. For a last-minute request, email bookings@nwcc.com.au and wait for confirmation.
How do I cancel a casual, flexible term-time booking?
Cancel through the My Family Lounge app or email bookings@nwcc.com.au. To avoid being charged, cancellation must be completed at least 48 hours before the booked session begins.
Can I have both routine and casual bookings for my children?
Yes. Routine bookings are permanent sessions that occur each week. Casual bookings can be made as needed up to two weeks in advance and are subject to availability.
How do I book Vacation Care?
Vacation Care bookings are made on a casual, flexible basis through the My Family Lounge app or by emailing bookings@nwcc.com.au. Visit the Vacation Care page and read the Vacation Care Terms and Conditions attached to your service’s program.
How do I cancel my Vacation Care booking?
Email bookings@nwcc.com.au. Before cancelling, check the Vacation Care Terms and Conditions in the program because booking changes are not permitted after the specified cut-off dates.
Do I pay for Before and After School Care during school holidays?
No. Before and After School Care bookings are not charged during school holidays because those term-time services are not operating. If you need care during school holidays or on School Development Days, you can book Vacation Care.
Do I pay for public holidays?
No. NWCC services are closed on NSW public holidays and families are not charged for those days.
Fees and payments 6 questions
How are fees charged?
Fees are charged per session, not per hour. The full session fee applies even if your child attends for only part of the session.
When are statements issued?
Statements are emailed fortnightly, at least 48 hours before direct debit payments are processed. If you are not receiving statements, email bookings@nwcc.com.au.
How do I make a payment?
NWCC currently accepts payment by direct debit. Complete the Direct Debit Form to set up payments. Payments are processed fortnightly on Fridays. Please allow three business days for the payment to clear.
What happens if my payment fails?
A $9.90 dishonour fee is charged for each failed payment. NWCC will email you with the reason for the failure, the dishonour fee and the date of the next scheduled payment.
How do I update my payment details?
Complete a new Direct Debit Form and email it to bookings@nwcc.com.au as soon as possible. Apple users with the My Family Lounge app can also update their payment option in the app.
What extra fees could I be charged?
Non-notification fee: Charged when NWCC is not notified of a child’s absence at least one hour before the session. Notify us through the My Family Lounge app, by texting the service or by emailing bookings@nwcc.com.au.
Late fee: Charged when a child is collected after the service’s closing time.
Refer to the Fees Policy for current rates.
Child Care Subsidy 6 questions
What is Child Care Subsidy?
Child Care Subsidy (CCS) is an Australian Government payment that can help eligible families reduce their child care fees. Contact Centrelink to confirm your eligibility and make a claim. Visit the Services Australia website for more information.
How do I confirm my child’s enrolment details for CCS?
Once prompted by NWCC, log into Centrelink through myGov and complete the outstanding enrolment task. If you cannot see the task, contact Centrelink on 13 61 50 or read the Services Australia instructions.
My Child Care Subsidy has changed. How do I fix this?
Contact Services Australia on 13 61 50 before contacting NWCC. NWCC cannot access your personal Centrelink information or arrangements.
Why has my child’s enrolment with NWCC ceased?
If your child has not attended care for 14 consecutive weeks, Centrelink will automatically cease their enrolment details. When your child returns to care, NWCC will submit a new enrolment for you to confirm through Centrelink.
How many absent days are allowed before CCS is affected?
Families are allowed up to 42 allowable absences per child each financial year without affecting CCS. After the limit is reached, full fees apply unless additional absence requirements are met. Visit the Services Australia website for current information.
Why are absences counted if my child only started care this year?
CCS absences are counted by financial year, not calendar year.
Everyday OOSH information 6 questions
What time can I drop off or pick up my child?
Families may drop children off at Before School Care or Vacation Care from the service’s opening time. Children can be collected from After School Care or Vacation Care before the service closes.
Check your OOSH Location webpage or the Vacation Care Terms and Conditions for your service’s operating hours. Vacation Care hours may differ from term-time hours.
What if my child has a school activity that overlaps with OOSH?
Complete an Extra-Curricular Form and return it to the service or email it to bookings@nwcc.com.au.
Your child must first arrive and be signed into Before or After School Care. The external provider is responsible for collecting your child from NWCC and returning them when the activity finishes.
Are meals provided?
Breakfast is provided at services offering Before School Care, although serving times vary. Afternoon tea is provided at all services. Tell us in advance about any dietary needs and visit our Sample Menu page for more information.
Do you accommodate individual dietary needs?
Yes. Tell us if your child has food intolerances, allergies or other dietary requirements. You may need to supply specific food products. We will make every reasonable effort to include and cater for your child. Changes to dietary or allergy information must be provided in writing.
What activities are available?
Our services offer a range of child-focused programmed activities and free play. Visit our Sample Program page for examples.
Can educators assist and supervise children with homework?
Services provide areas where children can complete homework. Homework is not mandatory, but children can be encouraged to work on it according to family preferences. Educators may not always be available to provide individual homework help because they must maintain required ratios and supervision throughout the service.