Frequently Asked Questions
Where is your centre?
We are located at 372-374 Maroondah Highway, Croydon North. Our centre is situated off a service road approximately 250 metres from the Dorset Road / Maroondah Highway / Exeter Road 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 here.
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.
Do I have to book a tour?
When we are not operating under our current COVID-safe plan, families are welcome to come and go as they please. We have always had an open door policy where families can come in for tours at any time. However, we cannot have an abundance of visitors at once right now, so we need to pre-organise our tours. These tours operate daily at 10:30am or 12:30pm. Please send us an email with your preferred day and time to organise your tour. We will fit you in as soon as we can. You can also view the centre via our Photo Gallery or Virtual Tour.
What are your educator’s qualifications?
All educators hold, or are working towards, a Bachelor of Early Childhood Education, Diploma in Early Childhood Education & Care, or Certificate 3 in Children’s Services.
What is your orientation procedure?
When your child starts at our centre, we encourage you to bring them in for orientation before their first day to help them feel comfortable and settled in the new environment. We suggest that children attend at least two orientation sessions before they begin. Orientation sessions run from 10:00am to 11:00am daily. They need to be pre-organised with the centre before attending so we can ensure your orientation sessions do not overlap with too many other families. An educator will meet with you and your child to get to know you and help settle the child in. Families are welcome to leave the child in the room and retreat to another area of the centre or leave the child in our care. These orientation sessions help us to see how the child will handle separation.
What can I expect my child to eat throughout the day?
Each day, our in-house cook prepares a fresh and varied breakfast, morning tea, lunch, afternoon tea & late snack, which meets all nutritional recommendations for children. Children with cultural requirements, allergies, sensitivities and/or food preferences are appropriately catered for. The menu is displayed in the foyer and on our website for your perusal. Alternatively, we can email you a copy. It is rotated over a four week period, and vegetarian, gluten-free, dairy-free, and soy-free options are all available.
Please Note: Our centre is a NUT AND EGG FREE CENTRE. Please do not bring in any nuts, eggs, or products containing nuts, eggs or nut oils into our service.
What is your policy regarding sick children?
A child will not be able to attend the centre for any period during which they are suffering an infectious condition that is contagious through normal social contact. Any child displaying symptoms of illness will be excluded for a minimum of 24 hours. Symptoms include, but are not limited to, diarrhoea, vomiting, fever, unusual rashes etc. Generally, a ‘clearance certificate’ from a medical practitioner is required in order to return.
What are my holiday entitlements?
The centre offers up to 2 weeks of holiday fees for each child 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.
What are your conditions of enrolment?
A deposit of the first week’s fee must be paid before we can confirm your child’s booking. Enrolment forms and immunisation records downloaded from MyGov must be submitted to the centre before the child can commence orientation.
Please Note: Every child needs to provide an up-to-date immunisation certificate from MyGov before commencement. Unimmunised children, or children with incomplete immunisation records, cannot be enrolled.
How do I pay my fees?
The Milestone fee schedule is $124.00 (Daily) and $590.00 (Weekly).
Fees are payable weekly or fortnightly (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. A deposit of the first week's fee must be paid to secure your child’s enrolment. Deposits can be paid by cash, credit card, or eftpos, as a once off payment. After enrolment, fees are to be paid via our nominated direct debit system.
How do I register a complaint?
Families can make complaints verbally to the director or an educator. Alternatively, they can submit their complaint in written form via email@example.com or a written letter in our letterbox. Families also have the option of speaking to a Children’s Services Authorised Officer from the Department of Education & Training:
Children’s Services Authorised Officer
C/- Licensed Children's Services
Department of Education and Training
Level 3, 295 Springvale Road
Glen Waverley 3150
1300 651 940
Do you offer a four-year-old kindergarten program?
We operate a funded 4-year-old kindergarten program here at Milestone. This includes a comprehensive school readiness program which runs all day from Monday to Friday. Children must attend a 4-year-old funded kindergarten for at least 15 hours per week in the year before school, which can be achieved at Milestone over 2 full days. To be eligible for the 4 year old program, children need to turn four years old by April 30th in the year before school. The program runs in the pre-school room with 2 kindergarten teachers and a qualified assistant. Families are welcome to decide which days they would like their child to attend 4-year-old kinder (pending availability).
Do you follow an approved learning framework?
We follow the Early Years Learning Framework for children from birth to 8 years here at Milestone. Educators have worked together to create a program that encourages freedom of choice, exploration and independence. We believe play is how children learn and is necessary for the development of new skills. Through play, children will explore their independence, develop relationships, take risks and strengthen their self-esteem. All age groups follow an indoor/outdoor program where children can choose where they wish to play and explore.
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. The QIP identifies the service’s strengths and where improvements can be made and how they can be implemented. All educators are required to participate in the continuous development, implementation and evaluation of the centre’s QIP. Families are welcome to provide feedback to add to our centre quality improvement plan at any time.
What is Child Care Subsidy?
Child Care Subsidy is the regular payment that assists most families with the costs of child care. Child Care Subsidy will be paid directly to the centre, to be passed on to families as a fee reduction. It will reduce the fees that a family pays us for the care of their child. Three main factors will determine a family’s level of Child Care Subsidy - family income, activity test and hourly rate caps.
What is your current National Quality Standard rating?
Services covered by the National Quality Framework are assessed and rated against each of the 7 Quality Areas of the National Quality Standard as well as the National Regulations. Milestone was assessed in February 2018 and is officially 'Exceeding the National Quality Standard'!
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 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. Child Care Subsidy is removed back to the child’s last day of attendance at the centre. Families leaving the centre with unpaid fees will incur the cost of a debt collection process..
How can families get involved in the centre?
We encourage family participation across all aspects of our program. Our open-door policy allows families to come in and play or share a story, talent, cultural experience etc. with the children. We regularly provide opportunities for families to visit the centre during our calendar of events, e.g. Father’s Day BBQ, Grandparents Day. Families are encouraged to be involved in decision making at the centre.
How do you deal with challenging behaviours?
Learning acceptable behaviour & being able to regulate their own behaviour in different social and emotional environments can be challenging for children. Our program promotes a positive approach to managing the behaviour of all children. We believe in encouraging and supporting children to resolve problems and frustrations where appropriate. This can be achieved by exploring possible solutions, and helping children understand and deal with their emotions, dependent on their age & level of development.
What are your policies and procedures?
An extensive policy and procedure manual is available in the foyer for families to view at any time. Alternatively, we can email copies. This manual outlines the most common questions asked of us. Please feel free to ask about any policies or procedures as we are only too happy to outline them for you. The centre welcomes feedback on any policy or procedure in written or verbal form.
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.
What is your policy regarding sleep and rest?
The centre will ensure that each child is given adequate and flexible rest periods during the day. All children will be encouraged (but not forced) to sleep or rest for a period during the day to rejuvenate after a busy morning of activities and give their body the rest it requires. The centre will provide the children with an opportunity to rest in a pleasant environment which meets the needs of the individual children. Children who are showing visible tired signs will not be forced to stay awake, even if there has been a parental request. On the same note, children will also not be woken up during rest times, to ensure they’re getting adequate sleep.
& Special Events
4 Y.O Kinder Program