Kids Club Collins Street Early Learning Centre

Dear Kid Club Management Team, and owner I am writing to raise concerns regarding the quality of care my son has received at your centre, as well as the issues I experienced at the end of his enrolment. I am extremely disappointed with how these matters have been handled. When my son first started in the Rainforest Room, he was happy and settled. However, since being moved to the Ocean Room, his behaviour changed significantly. Every morning he refused to go to Kid Club and became very upset. This has continued consistently and is deeply concerning as a parent. I have also noticed that 9 out of 10 times when I pick him up, his face is messy, and on several occasions he has been sent home with a soiled nappy. Although I did not want to complain initially, the ongoing pattern has been unacceptable. One particularly upsetting incident was when I arrived during nap time and found my son sleeping without a blanket, while other children had blankets. When I asked the educator, I was told there were not enough blankets. Since then, I have had to bring my own blanket every day and remind staff to use it. This raises serious concerns about my son’s comfort, safety, and overall care. Due to these repeated issues affecting his wellbeing, I decided to withdraw my son from Kid Club and seek alternative childcare. However, even during the final weeks, I experienced further disappointment, this time regarding fees and communication. I was informed that I had to provide four weeks’ notice and pay full fees, even though my son did not attend during his final three weeks. Two weeks later, I received a notification through the app advising that I needed to pay full fees again because the centre could not approve childcare subsidy. This left me feeling taken advantage of, especially because none of this important information was communicated verbally to me while I continued to attend the centre daily. When I noticed this unusual charge, I immediately called the centre to resolve the issue. Unfortunately, the only response I received was an explanation of policy and process, with no acknowledgment of my concerns. I did not feel heard or supported by either customer service or the support team. I even visited the centre in person hoping to resolve the matter, but once again, I was given the same policy explanation and told nothing could be done. My request was dismissed, and I felt passed around without any real attempt to solve the problem. This experience left me feeling extremely frustrated and upset. Overall, both the quality of care and the customer service have fallen far below my expectations. I am requesting a response from management addressing these concerns for me.