Frequently Asked Questions

Getting started: Enrolling

Question: I need to use the Extend service. What do I need to do?

Answer: In order to use an Extend service including Before & After School Care, Vacation Care and Pupil-free day programs, follow the below easy steps to enrol.

Step 1: Complete and sign an OSHC enrolment form each calendar year.

Step 2: Return your signed enrolment form, Ezidebit form and if applicable, any medical action plans to the Extend Head Office.

Step 3: Call our enrolment hotline if you need to make changes to your bookings.

To access the additional holiday program enrolment form click here.

Question: Can I complete any forms online?

Answer:  For Government regulatory compliance you need to sign and date the enrolment form.  Online enrolments are currently unavailable. However, you can type directly onto the OSHC enrolment form and Ezidebit form before you print it off to sign. 

Question: How do I return the relevant forms to Extend?

Answer: In order to process your Enrolment as soon as possible, we ask that you return your forms directly to the Extend Head Office rather than the school. You may return your completed and signed forms to the Extend Head Office via scan and email, fax, or post. These details can be found on the enrolment form or on the Contact Us page.

Question: How long does it take for my enrolment to be processed?

Answer: Enrolment forms are typically processed upon receipt at the Extend Head Office, however during busy peak periods it may take up to 5 business days. You will receive confirmation via email when your enrolment has been processed. 

Question: I need my child to attend your service but I don’t have time to complete the enrolment form. Can you take my enrolment over the phone or can I complete one when I collect my child?

Answer: It is a Government regulatory requirement for your child to be enrolled before attending the Extend service. As this includes a parent signature, we are unable to accept your enrolment over the phone. It is recommended that all families enrol their children in advance in case of emergency.       

Making bookings

Question: How do I make bookings for before and after school care?

Answer: Upon completing your enrolment form, indicate the permanent bookings you require on the form or tick “casual bookings” if you only require to use the service on a casual basis. Simply call the Extend enrolment hotline to make changes to your permanent or casual bookings.

Question: What is a permanent booking?

Answer: One or more permanent days per week for an entire term/year OR a booking made 14 days in advance. (If you make a once-off booking 14 days in advance we will charge you at the permanent rate rather than the casual rate).

Question: What is a casual booking?

Answer: A booking made with less than 14 days notice.

Question: How can I cancel a booking?

Answer: Cancellations to bookings must be made to the Extend Head Office via the Enrolment Hotline. Cancellations to Before and After School Care bookings must be made 7 days prior to the scheduled date of attendance. Before and After School Care booking cancellations made with less than 7 days notice will incur the full fee. Strictly no refunds or cancellations to Vacation Care bookings and Pupil-free day bookings.

Question:  What should I do if I'm running late to pick up my child?

Answer: We understand that there may be once off occasions where you may be running a few minutes late.  Contact your OSHC service directly to inform the program staff and your child is aware of this.  A late pick-up fee may be charged of $1 per minute after the scheduled close of service, charged in 15 minute increments. 

Payment and Fee relief

Question: How do you bill families?

Answer: Invoices are billed fortnightly in arrears with the amount debited from your nominated account 7 days from the date of the invoice. If you would like to change your direct debit account details, complete and sign a new Ezidebit form and return to the Extend Head Office. Click here to access the Ezidebit page. 

Question: My family income is considered high, does that mean I’m not eligible for any fee relief?

Answer:   This is a common myth amongst families who are unaware that the 50% Child Care Rebate is not income tested. Click here to access the Fee Relief page for further information.

Staffing

Question: Are your staff qualified?

Answer: All staff currently hold Level 2 First Aid, Asthma Management and Anaphylaxis Training certificates and are qualified under the Children’s Services Regulations, 2009. All staff also have a current National Working With Children Check.      

Question: Do you have consistent staff at before and after school care?

Answer: One team leader (or two at some programs) is allocated to each Extend Before and After School Care service to ensure consistency in staff.   We also have assistants that are rostered on consistent days during the school term. Although we endeavour to keep it as stable as possible for children, we ask for your understanding in cases of staff illness and absence, where there will be a need to roster different Extend staff from other programs. All Extend staff are briefed before they work at each Extend service to ensure the best care for your child.      

Programming

Question: What will my child be doing at Extend After School Care?

Answer: Activities are planned ahead to allow for a program that is tailored carefully to meet the needs of each child.  This planner is displayed in the OSHC room and promoted via school newsletters.  Activities are based on the school site and include a wide range of activities incorporating arts and crafts, sport, science, cooking, dance and drama.

Question: Do you provide homework support during after school care?

Answer: Homework club is available upon request for children who need structured guidance and the opportunity to complete homework at the end of the day.

Question: Do you provide food for before and after school care?

Answer: Healthy afternoon tea is provided at no extra cost, which typically includes fresh fruit, celery and carrot sticks, salada biscuits, basic sandwiches with spreads and water. Basic breakfast including cereal and/or toast is provided at Before School Care. Extend does not provide nuts or products containing nuts and is mindful of other high-allergenic foods. If your child has any special dietary requirements please indicate this on the enrolment form or contact the Extend Head Office.   

Question: Can I contact the Extend service directly?

Answer: Although all changes to bookings are to be made through to Head Office, there may be times when you need to contact the Extend service during operation hours i.e. if you are running late to collect your chid. This direct service mobile phone number is supplied to you upon enrolment confirmation. Alternatively contact the Extend Head Office for the direct service contact number.