Goodstart Early Learning Browns Plains - Wembley Road

UPDATE: This review relates to Goodstart Browns Plains – Wembley Road. I originally posted it against the other Goodstart centre in the same complex by mistake.<br><br>I’m very disappointed with how management handled concerns during my son’s enrolment.<br><br>One major issue began when I emailed the centre after pickup because my son had a noticeable red mark and skin irritation on the inside of his arm. I simply asked whether staff knew what may have caused it. I did not accuse anyone of hurting him—I was asking a reasonable question about an unexplained mark on my child.<br><br>Instead of directly answering whether anything had happened during the day, the conversation was shifted to a jewellery policy. Management said the policy had come through on 1 May but had only just been reviewed approximately 18 days later. I was told they had been reviewing risk assessments and that jewellery had been identified as an issue during that process, but this still did not answer my original question about my son’s arm.<br><br>Another staff member then became involved and was described as the centre’s “Safety Champion.” I had to ask who she was, why she was involved and what her role was in relation to my son. My son’s father was also copied into the discussion, even though my original email was simply asking whether staff knew how the mark occurred.<br><br>This became a recurring pattern. Whenever I raised a concern or asked the centre director a specific question she could not answer, it appeared to be palmed off to her second-in-charge or another staff member. Rather than receiving a clear answer, I would often be given another form, risk assessment or piece of paperwork to complete. This made straightforward concerns unnecessarily complicated and placed more work on me without actually resolving the issue I had raised.<br><br>I also made a complaint after a $100 account cap was added without my knowledge or clear authorisation. Goodstart later acknowledged that the cap would normally be applied at the commencement of enrolment, that this step had been missed and that the change may not have been clearly explained to me. However, my specific questions about who applied it, when it was applied, where I had authorised it and when I was informed were still not answered.<br><br>There were also issues involving a credit being transferred between Goodstart accounts and ongoing confusion about fees and account balances.<br><br>After raising concerns, I felt the atmosphere towards me and my son changed. There were occasions when staff appeared cold or dismissive. I observed my son being left out while other children’s names were called and they were given high-fives. He was also returned to me with food still covering his face, and on another occasion staff laughed while telling me he had fallen asleep while eating.<br><br>Some educators were caring, and I understand childcare environments can be busy. However, management’s lack of direct answers, poor communication and repeated redirection of concerns caused me to lose trust in the centre.<br><br>Parents should be able to ask clear and reasonable questions about unexplained marks on their child, centre policies and account changes without being passed between staff, given additional paperwork or made to feel that their treatment changes afterward.