Frequently Asked Questions

The following questions are answered below:

  • Where is your centre?
  • How can I contact you?
  • Do I have to book a tour?
  • What are your educator's qualifications?
  • What is your orientation procedure?
  • How can you help if my child suffers from separation anxiety?
  • How will you help my child transition to the next room?
  • What can I expect my child to eat throughout the day?
  • What is your policy regarding sick children?
  • What are my holiday entitlements?
  • What are your conditions of enrolment?
  • How do I pay my fees?
  • What is your policy regarding privacy and confidentiality?
  • How do I register a complaint?
  • Do you offer a funded kinder program?
  • Do you follow an approved learning framework?
  • What is a Quality Improvement Plan (QIP)? 
  • I'm unclear about Child Care Benefit and Child Care Rebate.
  • What is your current National Quality Standard rating?
  • What is your cancellation policy?
  • How can families get involved in the centre?
  • How do you deal with challenging behaviours?
  • What are your policies and procedures?
  • Do you administer medication at the centre?
  • Do you allow families to do 'day swaps'? 


Where is your centre?

We are located at 372-374 Maroondah Highway, Croydon. Our centre is situated off a service road approximately 250 metres from the Dorset Road and Maroondah Highway intersection. We would be on the left hand side of the road if you were driving towards Ringwood from Chirnside Park.

You can view our location on the Google Map here on our Contact Page

How can I contact you?

An educator will be available to take your phone call during operating hours on (03) 9727 4414. You can also Contact Us HERE from our website or by e-mail – Alternatively, our door is always open if you wish to visit.

Do I have to book a tour?

No. We encourage you to drop into our centre at any time, and our director or one of our educators will give you a thorough tour of the centre and answer all of your questions.  You can also view many photos of our centre online in our Online Photo Gallery.

What are your educator’s qualifications?

All of our educators are either fully qualified, or are working towards obtaining their Diploma in Early Childhood Education and Care or Bachelor of Early Childhood Education. 

What is your orientation procedure?

When your child starts at our centre we encourage you to bring them as often as required for them to feel comfortable and settled in the new environment. Families are encouraged to leave their child at the centre for a one hour orientation session. If the time extends over one hour, families will be required to pay a full day's fee.

Orientation does not need to be pre-arranged, unless you are wishing to leave the child in our care. Families are welcome to leave the child in the room and retreat to another area of the centre. This helps families and educators to see how the child handles the initial separation.

How can you help if my child suffers from separation anxiety?

First and foremost, we encourage families to introduce their child to the centre through a few orientation sessions. This allows the children to get used to their new surroundings and all of the new faces they will see once they begin. During the orientation process, we encourage families to provide us with as much information about their child & family as possible which allows educators to refer to the child’s favourite things if they are showing distress.

We suggest that families enrol their child into care at least twice per week, to break down the big gap between visits. We understand that this is not practical for every family, but it does help to ease the transition to care process.

Once a child has started at the centre, we encourage families to call as many times as they wish throughout the day for peace of mind. If we are concerned about a child showing major distress, we will always call the family to work out a plan of action.

How will you help my child transition to the next room?

The children progress through each room at their own pace according to their development and willingness to transition. Once a child turns the next age, we consult with families to see if they are happy for their child to move up to the next room. During the transition process, educators keep in regular contact to pass vital information about that child from one room to the next. Educators from both age groups are willing to discuss your child’s transition progress with you at any time. If there are a few children due to transition into a new room at the same time, we endeavour to move them up together, so they can have a familiar friend with them. 

What can I expect my child to eat throughout the day?

Each day we provide a varied breakfast, morning tea, lunch, afternoon tea and a late snack, which takes into account the nutritional needs, likes and cultures of our young children. The meals are freshly cooked, not frozen, using premium quality fresh ingredients. The menu is displayed in the foyer, and in each of the rooms. It is rotated over a four week period. Vegetarian, gluten-free, dairy-free, fructose-free and sandwich options are available. We are a completely nut-free service, and also do not serve any egg-based dishes. 

What is your policy regarding sick children?

The health and wellbeing of all children is the centre's highest priority. Children MUST NOT come to the centre if they are not well. A child will not be able to attend the centre for any period during which the child is suffering an infectious condition that is contagious through normal social contact. All reasonable and practical steps should be taken by families and educators to avoid the spread of illness within the centre.

It is important for families to develop a support network of family and friends in case a child becomes ill. If a child becomes ill during the day the family will be contacted immediately and will be required to collect the child. If a family member is unable to collect their child immediately or cannot be contacted, an authorised emergency person will be called to collect the child. Educators must report all illnesses to the family as soon as practical and record all details of the illness; and treatments; as required for the family and doctor.

You can read through our 'Dealing with Infectious Diseases' policy by clicking on the link. 

What are my holiday entitlements?

The centre offers up to 2 weeks of holiday fees of each child’s current booking per financial year. The amount is determined by how regularly the child attends, e.g. a child that attends for 2 days per week receives 4 days at the holiday rate per financial year. Holidays will be charged at 50% of the usual fee. This is applicable if you have notified the director in writing at least two full weeks before you require the leave for holidays.

Holiday entitlements do not roll over into a new financial year. Any unused holidays will be lost at the end of the financial year. To receive the holiday rate, children must be absent from the centre. It cannot be granted if children are still in attendance.

Holiday leave will be granted at the discretion of the director. If a child is absent due to a public holiday, sick day, family holiday or miscellaneous reason, fees are still payable. Please note that holiday leave may not be granted due to certain circumstances, e.g. account in arrears. Holiday leave usage is reset at the start of a new financial year. 

What are your conditions of enrolment?

A deposit of the first week’s fee must be paid to secure your child’s place in the centre. The enrolment form and direct debit form must be completed by the first day of attendance. This contains information relating to where families can be contacted, emergency phone numbers, details of the child’s health history, and immunisation records. Families need to inform the centre of any changes to the details on this form, to keep it regularly updated.  

How do I pay my fees?

The Milestone fee schedule is as follows:

Daily Fee - $109.00
Weekly Fee - $515.00

A non-refundable deposit (the first week's fee) must be paid to secure your child’s place in the centre. Then, on commencement, the following week must be paid. This will then ensure that you remain within the centre policy regarding fees in advance.

Please Note: Fees are payable weekly, fortnightly or monthly (in advance) for the entire year that the centre is open. Fees are paid for public holidays and any days of absence. This includes days of illness and holidays.

Deposits can be paid by cash, credit card, or EFTPOS, as a once off payment. Fees are to be paid via the following payment methods:

  1. Direct Credit Card Debit
  2. Direct Debit from a Bank Account

Both of the above payment methods require authorisation forms to be signed in advance. These methods are preferred as they provide worry-free child care. Families have the option of deciding how regularly their payments are made. Please remember that however regularly payments are made, e.g. weekly, that’s how far in advance the account must be.

What is your policy regarding privacy and confidentiality?

Records will be kept in a safe and secure place. They will be kept for the period of time specified in the national regulations. Records may be kept in hard copy or electronic form and accessible as required.

Information that is kept in a record as required by the national regulations must not be communicated (either directly or indirectly) with anyone other than:

  • Educators, certified supervisors, nominated supervisor or approved provider who require the information for the education and care of the child
  • Medical personnel who require the information for medical treatment of the child
  • The parent of the child that the record relates to, or
  • The regulatory authority or authorised officer

It may also be communicated if authorised or required under any act or law, or if a person who provided the information gives written permission for the centre to share information about their child with a support agency such as inclusion support. Records identified as no longer being required to keep under the regulation will be discarded.

How do I register a complaint?

Any ideas or suggestions are most welcome to assist in the operation of our child care centre, and can be given to educators or the director. If you have a complaint or concern, please speak with the director or a person concerned, to resolve the matter. All correspondence will be treated in a confidential manner.

Alternatively, you may write to:
Director – Milestone Kindergarten and Early Childhood Centre
374 Maroondah Highway, Croydon VIC 3136

If you feel the matter has not, or cannot be resolved, you may contact:

Children’s Services Authorised Officer 
C/- Licensed Children's Services 
Department of Education and Training 
Level 3, 295 Springvale Road
Glen Waverley 3150
Ph: 1300 651 940

All long day care centres come under the regulations of this department.

Do you offer a funded kinder program?

Milestone Child Care & Kindergarten offers a daily funded 4 year old kindergarten program.

Do you follow an approved learning framework?

Yes. Our educators follow standards and outcomes set in the National Quality Framework and the Victorian Early Years Learning Framework.

What is a Quality Improvement Plan (QIP)?

The National Regulations require services to have a Quality Improvement Plan (QIP). The aim of a QIP is to help child care centres self-assess their performance in delivering quality education and care, and to plan future improvements. The QIP also helps regulatory authorities with the assessment of the centre. You can view our QIP here: Milestone QIP - Semester 1, 2018 

I’m unclear about Child Care Benefit and Child Care Rebate.

Child Care Benefit

All families are eligible to be assessed for Child Care Benefit. Contact your local Centrelink Office or Family Assistance Office for an application form and details required. Once complete, the FAO will assess your income. You can begin child care, but you will be charged full fees until we have been notified of your percentage, and then we can backdate this for up to four weeks after commencement.

Children receiving the benefit will have to be immunised. The FAO now sends families all of the information and it is your responsibility to notify the centre. We receive nothing from the FAO, therefore, we do not know about your entitlements.

Child Care Rebate

All families who meet the work test through the Family Assistance Office will be eligible to receive a further 50% rebate on their out-of-pocket fees. This process is done through Centrelink. Families are eligible for a total of $7,500 of CCR per financial year. Rebates can be paid in four different ways.

The options are:

  1. CCR paid weekly to the service as a permanent fee reduction
  2. CCR paid weekly to your family bank account
  3. CCR paid quarterly to your family bank account
  4. CCR paid annually to your family bank account

The majority of families at our service opt to have their CCR paid directly to the service (option 1). CCB and CCR are applied to the fee directly, so families are required to only pay the difference. 

What is your current National Quality Standard rating?

Milestone Child Care and Kindergarten is registered with the Australian Children’s Education and Care Quality Authority (ACECQA) and we are constantly working towards receiving an Excellent rating. The centre strives to achieve and exceed the elements for excellent care and be recognised as a child care sector leader. 

We had our 'Assessment and Rating Visit' in June and can now say that we are officially 'Meeting the National Quality Standard'. Best of all, we were rated 'Exceeding' in three quality areas - Relationships with Children, Staffing Arrangements and Children's Health and Safety.

You can view our Quality Rating by going to this link and clicking the tab that says 'Quality' - 

What is your cancellation policy?

When you no longer require a place for your child at our centre, a minimum of two full weeks written notice via email or cancellation form must be given to enable the centre sufficient time to fill the vacancy. Full fees are charged for the cancellation period when a child does not attend the centre after the date that the cancellation letter is received at the office.

Families need to be aware that failure to attend on the last day of the notice period will result in no CCB or CCR forthcoming from Centrelink & full fees will be charged from last day attended. Therefore, full fees will be payable during this period.  Families leaving the centre with unpaid fees will incur the cost of a debt collection process.

This policy will be strictly enforced in all circumstances to allow the centre adequate time to re-fill your child's position. We appreciate your co-operation regarding this matter.

Please Note: At least two full weeks notice is required, in writing, when canceling a position. All outstanding accounts must be paid in full at this time.

How can families get involved in the centre?

We encourage family participation across all aspects of our program. Families can contribute to our programs through many ways, such as rostered parent duty, feedback forms and an open-door policy which allows families to come in to the centre to play or share a story, special talent, meal, cultural experience etc. This centre values ideas and contributions from families, and part of our aim is to make your family feel that this is a home away from home.

How do you deal with challenging behaviours?

Re-direction is the preferred method for behaviour management in the centre. If a child is behaving in a manner considered unacceptable, they are re-directed to a new activity. Diversion and distraction play a major role in behaviour management. Some rooms have provided children with a ‘calm place’ that they can go to when they are sad or angry.

Children are also given the opportunity to solve their problems by dealing with the problem themselves. Under the guidance of the educators, children can learn to deal with situations for themselves, until a time that educators consider it necessary to intervene.

All educators practice these behaviour procedures to maintain consistency in our adult/child interactions.

What are your policies and procedures?

An extensive Policy and Procedure Handbook is available for you to peruse in the foyer at anytime. This handbook outlines the most common questions asked of us. Please feel free to ask about any further policies or procedures as we are only too happy to outline them for you, or give you a copy of the policies to keep.

Do you administer medication at the centre?

Medication can only be given if an educator has received the appropriate details, and written authority. A “Medication Record” is located in each room. Please write in all correct details and sign the form. All medication must be handed to an educator to be placed in a locked medication box. No medication is to be left in a child’s bag. Please remember to write a separate line for each dose of medicine required. 

Any medication given in the centre will be witnessed by another educator to verify that we are indeed giving the correct dose & medication to the correct child. These requirements are all regulations set by the Department of Human Services. 

Over the counter medications, including nappy creams and ointments must be entered on the child's 'Medication Form.' Over the counter medications may only be administered if they are accompanied by a doctor’s letter and in the original container bearing the original label, instructions and the expiry date. This applies to all medications, regardless of whether they are non-prescribed, e.g. teething gels, nappy creams, cough medicines; or prescribed, e.g. antibiotics. Pharmacies can provide dispensing labels for non-prescribed medication as necessary.

Do you allow families to do 'day swaps'?

Milestone does not do day swaps. If you require an extra day, you must pay for your current booked days as well as your extra day. We cannot supply day swaps if your child’s booked day falls on a public holiday or if your child had an absence due to illness or a personal holiday. Extra days can only be granted if there is a vacancy in that room on the day required by the family. 




Louisa Massaro: 

What a fantastic centre! The level of care and team work really shows within the children and the ever changing program. Thank you all for educating the kiddies in a fun nurturing way. Your hard work and dedication is very much appreciated and I have never felt so comfortable leaving my daughter. 

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