FAQs
Got a question?
Start here. If your answer isn’t below, your service team is always the quickest people to ask, or you can get in touch with our admin team.
Enrolling and booking
How do I enrol?
Head to your service page and hit Enrol Now. Our admin team will then review and activate your enrolment. Once it’s active, they’ll email you a link to download the Xplor Home app and set a password. Your service coordinator will then email you to say welcome and confirm any regular bookings.
Bookings can only be accepted once the enrolment form is complete. Stuck on something? Email admin@adventureoshc.com.au.
What is Xplor Home?
It’s the app our families use to book casual sessions, let us know about absences and pay fees. You’ll get access as soon as your enrolment form is done.
How do casual bookings work?
Book through the Xplor Home app. If there’s a spot, your booking is confirmed straight away. If the room is full, it becomes a request and one of our team will accept or decline it.
Can I set up regular bookings?
Yes! Add your regular days to the enrolment form. To change, cancel or add days later, email your service directly. You’ll find its email address on its service page.
My child will be away. Who do I tell?
Let us know as early as you can, either in the Xplor Home app or by texting the service phone. The school doesn’t pass absences on to us, so we need to hear it from you.
Can I cancel a vacation care day?
Yes. Changes or cancellations made online more than seven days before the day are free. Between seven days and 24 hours before, you’ll be charged half the daily fee. With less than 24 hours’ notice, the full fee applies.
Fees and Child Care Subsidy
How much does it cost?
Fees differ between services and programs, so check your service page for its session fees. Vacation care is a daily fee plus an experience fee, which applies every day and varies with the day’s activities. The Child Care Subsidy covers both. All fees are listed before the Child Care Subsidy comes off.
Can I get the Child Care Subsidy?
The Child Care Subsidy (CCS) is paid by the Government straight to us and comes off your fees, and you pay the difference. How much you get is worked out between you and Centrelink.
To make sure it’s applied, check that Centrelink has processed your details and confirm your enrolment with us in myGov. Then email admin@adventureoshc.com.au and we’ll take it from there.
How do I pay?
- Direct debit, set up in the finance section of Xplor Home. Payments are worked out each Monday and taken each Thursday. A surcharge applies, and Debit Success (the third party that runs it) charges $19.95 if a payment is declined.
- Pay Now in the Xplor Home app, for one-off payments. A surcharge applies.
- BPAY, with no surcharge. Email admin@adventureoshc.com.au for the details.
Statements go out every Wednesday, and you can check your account any time in the app.
What happens if I’m late for pick up?
We close at 6:00pm. If you’re running late, a late fee of $15 applies for each 15 minutes after closing. Please call the service phone so the educators know you’re on your way. Late fees aren’t covered by the Child Care Subsidy.
A day with us
What do I do at drop off?
Walk your child in, make sure you can see one of our educators, then sign your child in and say hello. We can’t be responsible for children until they’ve been signed in, so please don’t leave them on site on their own.
How does my child get to after school care?
Our youngest children are collected from their classrooms, and older children make their way to the OSHC room, where an educator greets them and marks them off.
If a booked child doesn’t arrive, we check with you or the school straight away. If we still can’t account for them after 15 to 20 minutes, we contact the police.
Who can pick my child up?
Anyone on your authorised list in Xplor, any time before 6:00pm. If someone new is collecting, an authorised person needs to let us know by phone and in writing. If your child has permission to leave on their own, you’ll need to fill in an authorisation form at the service.
Is food included?
Yes! Breakfast is served every morning for kids who want it. In the afternoon there’s a nutritious afternoon tea made fresh at the service, changing with the seasons, plus a fruit platter and water or lite milk. The menu changes each term, and the kids help choose it.
All of our services are allergy aware, so please avoid packing food that contains nuts. Kids can also finish what’s left in their lunchbox, as long as it’s safe for children with allergies.
Can my child do their homework?
Of course. Every service has a homework area, and educators are happy to help with the tricky bits. If there’s something specific you’d like them to work on, just let the team know.
What should my child bring to vacation care?
- A water bottle
- A hat
- Morning tea and lunch
- A spare change of clothes
- Enclosed shoes
- Sun-safe clothes that cover their shoulders
Afternoon tea is on us. If an excursion needs anything extra, the program will say so.
When does the vacation care program come out?
Usually five to six weeks before each school holiday period. You book vacation care days in the Xplor Home app, the same way as before and after school care.
Can kids from other schools come to vacation care?
Yes! Children from nearby schools are welcome, so bring along friends, cousins or siblings. They just need to complete an enrolment form first, through the Enrol Now button on the service page.
Health and wellbeing
My child has asthma, allergies, anaphylaxis or diabetes. What do you need?
Upload their medical management or action plan with the enrolment form, before their first day. The plan needs to be dated within the last 12 months. Your coordinator will then put together a risk minimisation plan with you.
Can educators give my child medication?
Yes, with your written permission. Medication needs to be in its original packaging with a pharmacy label showing your child’s name and the dose, and you sign a medication form on the first day it’s needed.
We don’t have access to the school’s supply of your child’s medication, including EpiPens and Ventolin, so we need a separate supply of their own. Please provide it before their first session, in line with our medical conditions and medication policy. It stays in our medication box, out of reach, and never in your child’s bag.
What if my child is unwell?
Please keep them home if they’re sick or contagious. If they become unwell with us, we’ll call you to collect them.
Does my child need a hat?
Yes. No hat means no outdoor play, so pop one in their bag. Educators apply sunscreen and insect repellent when needed, unless you’ve told us otherwise in writing.
Can you support children with additional needs?
We want every child to be able to join in, and we’ll plan with you to make that happen. OSHC services don’t receive one-on-one funding the way schools do. For children who need more support, we can apply to the KU Inclusion Support Program for an extra educator to boost supervision across the group.
That funding takes time and isn’t guaranteed, so please tell us at enrolment and share any support plans from your child’s school or health professionals. Together we can put a Strategic Inclusion Plan in place if it’s needed.
Getting in touch
Who do I talk to about what?
- Day-to-day questions, like activities, menus and bookings: your service coordinator. Their number and email are on your service page.
- Statements, payments, CCS and new enrolments: our admin team at admin@adventureoshc.com.au or 1300 778 787.
How do I raise a concern?
We always want to hear it. Speak privately with your service’s Nominated Supervisor or the Responsible Person on the day, or put it in writing if you prefer. Our Complaints policy explains how we handle it.
If it needs escalating, the complaints display in your service’s foyer has contact details for our management team.
Get In Touch
Still got a question?
Your service team knows your child best, and our admin team is on 1300 778 787 for everything else.