Frequently Asked Questions

  • First & last days of care

    Child Care Subsidy (CCS) is generally not payable for absences before your child physically starts care or after their final day of attendance. Families are usually required to pay full fees for these days.

    However, Services Australia may allow CCS to be paid for absences occurring up to 6 weeks before the first attendance or up to 6 weeks after the last attendance, where there is an approved reason.

    Approved circumstances may include:

    • additional absence reasons recognised by Services Australia

    • a change of ownership of the child care service

    • the child temporarily attending another service operated by the same provider because the usual service is closed

    • an enrolment ending incorrectly

    • exceptional circumstances such as a family tragedy.

    Families may be asked to provide supporting evidence to the service or Services Australia.

    If a child has not attended care for 14 continuous weeks, CCS enrolment may automatically cease unless an approved reason applies.

    For more information, visit Services Australia or speak with your child care provider.

  • Family Day Care regulations require written parent authorisation for transport, including home environment excursions and emergency situations.

    Authorising transport does not mean your child will regularly leave the Family Day Care residence.
    This permission ensures educators can act quickly and safely if needed.

    For more information, please see Card 6: Transport, Excursions & Emergency Movement above.

    If you do not want your child to leave the Family Day Care residence at any time, please discuss this with your educator.

  • Contact the office and we will resend it.
    07 5463 2828 | admin@boonahfdc.com.au

  • You can update details via the Harmony Parent Portal, including:

    • contact details

    • authorised nominees

    • emergency contacts

    Contact the office if you need help.

  • The parent portal provides a range of content your service or educator shares with you regarding your child/children. This may include Learning Stories, Observations and Daily Diaries and staff profiles. You will also be able to view all invoices and receipts, change your e-signature pin and log in credentials with the added ability to pay your educators directly through the portal! Once your Family Day Care Service have granted you access you will receive an email with your log in credentials: 19 Click on the log in now link, enter your credentials and sign in. This will then take you to the home screen.

  • https://support.redbourne.com.au/media/public/tipsheets/306/Parent_Guardian_Manual_Harmony_uhKJ6Ga.pdf

Fees FAQ’s

Example of Family Invoice

  • Fees are charged for the booked days and hours reserved for your child, not just attendance. Booked hours are payable even if your child is absent.

    Fees are charged when:

    ✅ Your child attends as booked
    ✅ Your child is sick or absent
    ✅ Your family is on holiday
    ✅ A public holiday falls on a normally booked day
    ✅ One-off enrolment fee ($35 per child)

    Fees are not charged when:

    ❌ Your educator is sick
    ❌ Your educator is on approved leave
    ❌ Care is unavailable due to the educator

    Important Notes:

    • Families are entitled to 42 allowable absence days per financial year (as per CCS guidelines).

    • Permanent booking changes require two weeks’ written notice.

  • Yes — a one-off, non-refundable $35 enrolment fee per child, invoiced once direct debit is set up.

  • What is redPAY?

    redPAY is the secure direct debit system used to process family fee payments through our child care software.

    RedPAY Info Doc Download
    Saving Payment Details

  • Fees are collected via RedPAY through Harmony Web by direct debit.

    Accepted:

    • Australian bank account

    • Visa or Mastercard debit/credit card

    Not accepted:

    • Australia Post Visa

    • Some cards may not be supported

  • Fees are debited fortnightly, usually on a Tuesday.
    Allow up to 4 business days for processing (public holidays may delay).

  • When your payment is processed from your nominated bank account:

    • The payment can take up to four (4) business days to fully clear.

    • Once successful, your account is updated and a receipt is generated.

    • Funds are transferred to our service once the bank finalises the transaction.

    If your payment is declined:

    • The original payment amount will remain outstanding.

    • The $0.70 transaction fee still applies.

    • An additional $8.70 declined (dishonour) fee will be charged.

    • These fees are automatically added to your account.

    Our office will notify you if your payment declines. If the payment declines again after notification, an additional charge may apply.

    • Credit card payments are processed immediately.

    • If approved, your account is updated straight away.

    • Funds are deposited into our service bank account the next business day.

  • Yes. A $0.70 transaction fee applies to each direct debit payment.
    This amount is automatically added to the total being debited.

  • The payment system charges a processing fee whenever a transaction attempt is made, regardless of whether it is approved or declined.

    • Ensure sufficient funds are available in your account on your scheduled debit day.

    • Check your bank details are correct and up to date.

    • Contact the office if you anticipate any payment difficulties before the debit date.

    • Credit card payments appear immediately.

    • Bank direct debits may show as pending before clearing within four business days.

  • Please contact the office during business hours and we will happily clarify any charges or payment details.