Hi Kate,
Thank you sincerely for taking the time to share such detailed feedback with us. I am truly sorry to hear that this has been your experience at Una Albany Creek. Your concerns are important, and I want to acknowledge how upsetting and frustrating this must have been for you and your family. We never want a parent to feel disappointed or lose confidence in our service, and I genuinely appreciate you bringing all of this to our attention. Please know that we take every concern seriously, and I would like to respond openly and respectfully to the areas you have raised.
I apologise that the renovation timeline did not align with your expectations and that communication during this time did not feel clear. When we began the outdoor works, families were informed that the project would occur in two phases, with Stage 2 to be completed after other planned upgrades.
We apologise your payment instructions were not followed correctly. This should have been processed accurately, and we will be reviewing this process with the team.
I genuinely appreciate you sharing your concerns about daily communication in the nursery. Our Nursery team are experienced, well-trained educators who take pride in providing nurturing care, so it is disappointing to hear that the communication you received did not reflect this. It appears that some of what you experienced may have stemmed from miscommunication rather than a lack of skill or care from the educators, and we will be reviewing how information is shared with families to ensure clarity, consistency, and accuracy at all times. I am also sorry to hear about the occasions where health notifications did not align with later medical assessments. I understand how stressful and disruptive this would have been. We will be ensuring documentation and monitoring practices are strengthened so families receive accurate information.
While the centre is professionally cleaned each evening and undergoes a deep clean every Saturday, this is absolutely not an experience any family should encounter. As part of our compliance requirements, pest control is conducted every six months. On occasion, doors being open can contribute to pests entering the service, but we will still be reviewing this with the leadership team to ensure all measures are being followed.
I apologise for the inconsistencies you experienced regarding food and the posted menu. You are correct that any changes must be communicated to families. Your feedback has been shared with the leadership team and our kitchen staff to ensure quality, transparency, and accurate meal recording.
I’m sorry that the Storypark updates did not provide the level of detail or insight you expected. Storypark should clearly reflect children’s learning, activities, and developmental outcomes. We will be working with the team to strengthen the quality and consistency of documentation, so it better reflects the meaningful experiences occurring each day.
For clarity, our Exceeding Rating was awarded by the Department of Education in September 2025 following a full Assessment and Rating visit. This has not been updated on the ACECQA website as yet. We remain very proud of our educators for this achievement, as they work extremely hard every day, to maintain high standards. That said, individual family experiences are just as important, and your feedback gives us valuable insight into areas where we can continue to grow and improve.
Kate, your feedback highlights important areas that need further attention and improvement, and I truly appreciate the time and honesty you have provided. Your experience matters to us, and we are committed to ensuring that your concerns translate into meaningful change. - Kind Regards Una Operations Manager
