Visit our How to Enrol page here to learn more about the enrolment process for your child at our Outside School Hours Care morning and afternoon programs. If you require further assistance, please call our friendly Customer Service team on 1300 612 462.

For Before and After School Care, we provide a healthy, tasty and nutritious selection of food for breakfast and afternoon tea.

Each service offers different foods based off the interests of the children, so we recommend contacting your Service Coordinator to discuss further.

Q1: How will the Child Care Subsidy (CCS) be paid?

A: CCS is paid directly to Helping Hands Network so families only pay the difference between the subsidy and fee charged. This ensures there are no additional out of pocket fees. You will need to complete an assessment for CCS before each child starts attending care.

Q2: What is a Complying Written Agreement (CWA)?

A: A CWA is an ongoing agreement between an Early Childhood Education Centre (ECEC) service provider and a Parent/Guardian to provide care in return for fees. A CWA is required to access CCS funding. You can view the status of your CWA via your myGov account.

Q3: Why am I being charged full fees?

A: There are a few reasons a family might be charged full fees:

1. You have not started or fully completed your myGov assessment

2. You have declined to accept your CWA in myGov

3. Your household income is above $530,000 and are not entitled to CCS. Please visit https://www.servicesaustralia.gov.au/your-income-can-affect-child-care-subsidy?context=41186 to view the current CCS rates.

If these do not apply to you, please contact our Customer Service and Billing team on 1300 395 735 or contact Centrelink for further information.

Q4: I haven’t had an opportunity to complete the myGov assessment, will I be charged full fees?

A: Yes. You must complete your myGov assessment to access CCS entitlements. If you have an incomplete assessment please ensure that you:

1. Link your Centrelink account with your myGov account

2. Provide the correct Customer Registration Number (CRN) & date of birth for both you and your child

3. Ensure the correct parent/guardian is the account holder

Q5: I have been charged full fees, can this be refunded when I have completed my CCS eligibility through myGov?

A: If eligible, we may be able to backdate your subsidy for up to 28 days. 

Any entitled fee changes will be applied and shown on your statement of entitlement.

Q6: My Complying Written Agreement (CWA) has a 'Pending' status. What do I need to do?  

A: A 'Pending' status requires you to log on to your myGov account and complete your assessment. Once you have completed your assessment, CCS will be backdated to start of your CCS enrolment.

You will be charged full fees unless this is completed.

Q7: My Complying Written Agreement (CWA) has a 'disputed' or 'rejected' status. What do I need to do? 

A: Contact our Customer Service and Billing team on 1300 395 735 and we will resubmit your CWA. You will then need to confirm your details via your myGov account. 

You will be charged full fees unless this is completed.

Q8: Why was I charged in full for a session that was partially paid by CCS in the past?

A: If your first or final booking is an absence and a session is not attended for a consecutive 14 weeks after that final absent booking, this is classed as a cessation of care. This means that any previously paid Child Care Subsidy for the absent sessions will be retracted and charged to you.

Please refer to the Services Australia website for more information about cessation of care.