Frequently Asked Questions
Find answers to questions commonly asked by families
Frequently Asked Questions
Find answers to questions commonly asked by families
Frequently Asked Questions
Find answers to questions commonly asked by families
Enrolments and absences
How should I notify of absences?
You can advise of absences through:
through My Family Lounge or KangarooTime app or online – this is our preferred method of contact.
text your service's mobile number
message or call the Enrolments team on 02 6147 3318
Do I need to provide a medical certificate for absences?
All families are able to claim subsidy for up to 42 absences per child per financial year without explanation. Once the child’s 42 absences are reached you will then need to provide supporting documentation in order to claim subsidy for ‘additional allowable absences’.
How do I cancel my enrolment or booking?
If you wish to cease your booking entirely, please contact enrolments@wcs.org.au and ensure you provide at least 14 days’ notice. Cancellations, both permanent and casual, are not accepted over the phone or by service educators.
I can't access the casual calendar
If you can’t access the casual calendar to make casual bookings for the service you need, please contact enrolments@wcs.org.au to activate this function. A direct debit form and bond payment must be made prior to activation.
How do I change my booking?
A change of booking request can be made via My Family Lounge or KangarooTime. Please select ‘edit’ under ‘Current Bookings’ to request a booking change. 14 days’ notice is required when reducing days.
Can I swap my permanent booked days?
No, Woden Community Service do not offer make up days or swapped days. You are welcome to make additional casual bookings as required.
Enrolments and absences
How should I notify of absences?
You can advise of absences through:
through My Family Lounge or KangarooTime app or online – this is our preferred method of contact.
text your service's mobile number
message or call the Enrolments team on 02 6147 3318
Do I need to provide a medical certificate for absences?
All families are able to claim subsidy for up to 42 absences per child per financial year without explanation. Once the child’s 42 absences are reached you will then need to provide supporting documentation in order to claim subsidy for ‘additional allowable absences’.
How do I cancel my enrolment or booking?
If you wish to cease your booking entirely, please contact enrolments@wcs.org.au and ensure you provide at least 14 days’ notice. Cancellations, both permanent and casual, are not accepted over the phone or by service educators.
I can't access the casual calendar
If you can’t access the casual calendar to make casual bookings for the service you need, please contact enrolments@wcs.org.au to activate this function. A direct debit form and bond payment must be made prior to activation.
How do I change my booking?
A change of booking request can be made via My Family Lounge or KangarooTime. Please select ‘edit’ under ‘Current Bookings’ to request a booking change. 14 days’ notice is required when reducing days.
Can I swap my permanent booked days?
No, Woden Community Service do not offer make up days or swapped days. You are welcome to make additional casual bookings as required.
Enrolments and absences
How should I notify of absences?
You can advise of absences through:
through My Family Lounge or KangarooTime app or online – this is our preferred method of contact.
text your service's mobile number
message or call the Enrolments team on 02 6147 3318
Do I need to provide a medical certificate for absences?
All families are able to claim subsidy for up to 42 absences per child per financial year without explanation. Once the child’s 42 absences are reached you will then need to provide supporting documentation in order to claim subsidy for ‘additional allowable absences’.
How do I cancel my enrolment or booking?
If you wish to cease your booking entirely, please contact enrolments@wcs.org.au and ensure you provide at least 14 days’ notice. Cancellations, both permanent and casual, are not accepted over the phone or by service educators.
I can't access the casual calendar
If you can’t access the casual calendar to make casual bookings for the service you need, please contact enrolments@wcs.org.au to activate this function. A direct debit form and bond payment must be made prior to activation.
How do I change my booking?
A change of booking request can be made via My Family Lounge or KangarooTime. Please select ‘edit’ under ‘Current Bookings’ to request a booking change. 14 days’ notice is required when reducing days.
Can I swap my permanent booked days?
No, Woden Community Service do not offer make up days or swapped days. You are welcome to make additional casual bookings as required.
Child Care Subsidy (CCS)
Why is there no subsidy on my statement?
There are multiple reasons you may not be receiving Child Care Subsidy (CCS) payments for your fees. Some common reasons include:
CCS enrolment confirmation incomplete in My Gov.
Not yet assessed for CCS
Over 42 absences
No or incorrect (Customer Reference Number) CRNs provided
Immunisation not up to date
Cessation of care applied to account
Is it possible to backdate my subsidy?
All back payments of Child Care Subsidy (CCS) are processed by Centrelink through the Child Care Subsidy System.
These payments can be made either to the provider or directly to the family.
All CCS payment decisions are made by Centrelink and providers are unable to alter this in any way.
How is CCS applied to my account?
The Child Care Subsidy is paid directly to providers, reducing out of pocket expenses to families.
Why is some of my subsidy withheld?
As your CCS amount is calculated based on an estimated income amount, Centrelink will withhold 5% of your subsidy as a buffer.
This 5% is then either paid back to the family, or kept by Centrelink once incomes are confirmed at tax time.
You can choose to opt out or increase the withholding (either by contacting Centrelink or logging onto the Centrelink website).
However, it is important to note that, if your income is more than the estimated amount, you may be required to pay back some CCS.
Is the CCS paid on actual attendance or a session of care?
Currently CCS is paid based on the session of care hours: i.e if your child attends for 2 hours, but our sessions are 3 hours long it will use 3 hours of your subsidy allowance.
Please note that 100 hours per fortnight is the maximum number of hours any subsidy will be applied.
What happens if I exceed 42 allowable absence days?
Absences in excess of 42 allowable days (within financial year) require supporting documentation in order to receive subsidy.
Please note, these absences are per child regardless of providers used or shared care arrangements.
My weeks of attendance are incorrect with Centrelink
The Child Care Subsidy is calculated over a fortnight, this being week 1. The weeks noted (i.e week 1, week 2) on the Centrelink website refer to this CCS fortnightly pattern, and not ACT school terms.
Child Care Subsidy (CCS)
Why is there no subsidy on my statement?
There are multiple reasons you may not be receiving Child Care Subsidy (CCS) payments for your fees. Some common reasons include:
CCS enrolment confirmation incomplete in My Gov.
Not yet assessed for CCS
Over 42 absences
No or incorrect (Customer Reference Number) CRNs provided
Immunisation not up to date
Cessation of care applied to account
Is it possible to backdate my subsidy?
All back payments of Child Care Subsidy (CCS) are processed by Centrelink through the Child Care Subsidy System.
These payments can be made either to the provider or directly to the family.
All CCS payment decisions are made by Centrelink and providers are unable to alter this in any way.
How is CCS applied to my account?
The Child Care Subsidy is paid directly to providers, reducing out of pocket expenses to families.
Why is some of my subsidy withheld?
As your CCS amount is calculated based on an estimated income amount, Centrelink will withhold 5% of your subsidy as a buffer.
This 5% is then either paid back to the family, or kept by Centrelink once incomes are confirmed at tax time.
You can choose to opt out or increase the withholding (either by contacting Centrelink or logging onto the Centrelink website).
However, it is important to note that, if your income is more than the estimated amount, you may be required to pay back some CCS.
Is the CCS paid on actual attendance or a session of care?
Currently CCS is paid based on the session of care hours: i.e if your child attends for 2 hours, but our sessions are 3 hours long it will use 3 hours of your subsidy allowance.
Please note that 100 hours per fortnight is the maximum number of hours any subsidy will be applied.
What happens if I exceed 42 allowable absence days?
Absences in excess of 42 allowable days (within financial year) require supporting documentation in order to receive subsidy.
Please note, these absences are per child regardless of providers used or shared care arrangements.
My weeks of attendance are incorrect with Centrelink
The Child Care Subsidy is calculated over a fortnight, this being week 1. The weeks noted (i.e week 1, week 2) on the Centrelink website refer to this CCS fortnightly pattern, and not ACT school terms.
Child Care Subsidy (CCS)
Why is there no subsidy on my statement?
There are multiple reasons you may not be receiving Child Care Subsidy (CCS) payments for your fees. Some common reasons include:
CCS enrolment confirmation incomplete in My Gov.
Not yet assessed for CCS
Over 42 absences
No or incorrect (Customer Reference Number) CRNs provided
Immunisation not up to date
Cessation of care applied to account
Is it possible to backdate my subsidy?
All back payments of Child Care Subsidy (CCS) are processed by Centrelink through the Child Care Subsidy System.
These payments can be made either to the provider or directly to the family.
All CCS payment decisions are made by Centrelink and providers are unable to alter this in any way.
How is CCS applied to my account?
The Child Care Subsidy is paid directly to providers, reducing out of pocket expenses to families.
Why is some of my subsidy withheld?
As your CCS amount is calculated based on an estimated income amount, Centrelink will withhold 5% of your subsidy as a buffer.
This 5% is then either paid back to the family, or kept by Centrelink once incomes are confirmed at tax time.
You can choose to opt out or increase the withholding (either by contacting Centrelink or logging onto the Centrelink website).
However, it is important to note that, if your income is more than the estimated amount, you may be required to pay back some CCS.
Is the CCS paid on actual attendance or a session of care?
Currently CCS is paid based on the session of care hours: i.e if your child attends for 2 hours, but our sessions are 3 hours long it will use 3 hours of your subsidy allowance.
Please note that 100 hours per fortnight is the maximum number of hours any subsidy will be applied.
What happens if I exceed 42 allowable absence days?
Absences in excess of 42 allowable days (within financial year) require supporting documentation in order to receive subsidy.
Please note, these absences are per child regardless of providers used or shared care arrangements.
My weeks of attendance are incorrect with Centrelink
The Child Care Subsidy is calculated over a fortnight, this being week 1. The weeks noted (i.e week 1, week 2) on the Centrelink website refer to this CCS fortnightly pattern, and not ACT school terms.
School Holiday Programs
When will the program schedule be available?
The school holiday activity program will be available on the WCS website by the end of week 6 of each school term.
When do bookings for the school holiday program open?
Holiday Program bookings open in week 7 of each school term. You can make bookings via the casual booking calendar within My Family Lounge or KangarooTime.
School Holiday Programs
When will the program schedule be available?
The school holiday activity program will be available on the WCS website by the end of week 6 of each school term.
When do bookings for the school holiday program open?
Holiday Program bookings open in week 7 of each school term. You can make bookings via the casual booking calendar within My Family Lounge or KangarooTime.
School Holiday Programs
When will the program schedule be available?
The school holiday activity program will be available on the WCS website by the end of week 6 of each school term.
When do bookings for the school holiday program open?
Holiday Program bookings open in week 7 of each school term. You can make bookings via the casual booking calendar within My Family Lounge or KangarooTime.
Statements and account payments
Why am I receiving two statements?
If your account has been activated in multiple centres (e.g. to allow you to book at various holiday programs) then you may begin to receive duplicate statements.
These statements are almost identical, except for the service name. Under the transactions page (usually page 4 onwards) you should be able to see that the dates and names of services are identical.
Why have I been charged a decline fee?
Decline fees are usually processed one week after the attempted debit/charge. This means that if your payment declines in week 1 but is successfully processed in week 2, you may still receive a decline fee for the declined payment in week 1 along with your week 2 payment.
Why am I being charged during the school holidays?
We process statements fortnightly in advance. This means that your payment for the first week of each school term will be processed within the school holiday period.
Why am I charged full fees on my first/last day of care when I am absent?
Through the Child Care Subsidy System cessation of care is applied to all fees where there is no attendance on the last day/s of a CCS enrolment. This also applies to absences at the beginning of a CCS enrolment.
How do I update my payment details?
Bank account or credit card details can be updated via the My Family Lounge App and KangarooTime, or via the online enrolment form. If you are unable to update your details online please contact the childcare accounts team on (02) 6147 3315 or childcareaccounts@wcs.org.au.
Statements and account payments
Why am I receiving two statements?
If your account has been activated in multiple centres (e.g. to allow you to book at various holiday programs) then you may begin to receive duplicate statements.
These statements are almost identical, except for the service name. Under the transactions page (usually page 4 onwards) you should be able to see that the dates and names of services are identical.
Why have I been charged a decline fee?
Decline fees are usually processed one week after the attempted debit/charge. This means that if your payment declines in week 1 but is successfully processed in week 2, you may still receive a decline fee for the declined payment in week 1 along with your week 2 payment.
Why am I being charged during the school holidays?
We process statements fortnightly in advance. This means that your payment for the first week of each school term will be processed within the school holiday period.
Why am I charged full fees on my first/last day of care when I am absent?
Through the Child Care Subsidy System cessation of care is applied to all fees where there is no attendance on the last day/s of a CCS enrolment. This also applies to absences at the beginning of a CCS enrolment.
How do I update my payment details?
Bank account or credit card details can be updated via the My Family Lounge App and KangarooTime, or via the online enrolment form. If you are unable to update your details online please contact the childcare accounts team on (02) 6147 3315 or childcareaccounts@wcs.org.au.
Statements and account payments
Why am I receiving two statements?
If your account has been activated in multiple centres (e.g. to allow you to book at various holiday programs) then you may begin to receive duplicate statements.
These statements are almost identical, except for the service name. Under the transactions page (usually page 4 onwards) you should be able to see that the dates and names of services are identical.
Why have I been charged a decline fee?
Decline fees are usually processed one week after the attempted debit/charge. This means that if your payment declines in week 1 but is successfully processed in week 2, you may still receive a decline fee for the declined payment in week 1 along with your week 2 payment.
Why am I being charged during the school holidays?
We process statements fortnightly in advance. This means that your payment for the first week of each school term will be processed within the school holiday period.
Why am I charged full fees on my first/last day of care when I am absent?
Through the Child Care Subsidy System cessation of care is applied to all fees where there is no attendance on the last day/s of a CCS enrolment. This also applies to absences at the beginning of a CCS enrolment.
How do I update my payment details?
Bank account or credit card details can be updated via the My Family Lounge App and KangarooTime, or via the online enrolment form. If you are unable to update your details online please contact the childcare accounts team on (02) 6147 3315 or childcareaccounts@wcs.org.au.
Have any other questions?
You can reach out to our friendly team and we'll get back to you as soon as possible.
Have any other questions?
You can reach out to our friendly team and we'll get back to you as soon as possible.
Have any other questions?
You can reach out to our friendly team and we'll get back to you as soon as possible.
Helpful information
Find answers to common questions, learn how to enrol, and access all the information you need in one place.
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For more information about our Children's Services
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For more information about our Children's Services