Families

Here when you need us

Flexibility

We are here when you need us and with simple pricing

Safety

Rigorous compliance ensures safety comes first

Australian owned and operated

Our customer support team is locally based so they understand your needs

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Child care subsidies

Outside school hours care attracts Child Care Subsidy for parents / guardians who have an active Child Care Subsidy Claim. This means you can get up to 85% of your sessional fees covered by Services Australia (Centrelink). Claims are made through the my.Gov portal, for more information click here.

 

If you are experiencing temporary financial hardship, studying, starting a new business or are a grandparent who has custody of your grandchildren there is more subsidy available (up to 100%) from Services Australia (Centrelink) through the “Additional Child Care Subsidy” program. It is a simple five step process to apply through your my.Gov portal. Find out more here.

FAQ

Registering / Bookings

Registration is completed online through the TheirCare website. Click here to get started.

In order for the system to allow you to make a booking we require the entire registration process to be completed, this includes all emergency contacts, payment details and verifying your email address. On the main Dashboard page there will be prompts for any sections which are yet to be completed.

This email verification is system generated. As a result, some email filters think it is spam and send the email to your Junk or Spam folder. Please check your Junk or Spam folder and if you still can’t find it, please email info@theircare.com.au and one of the Support Team will have a look for you and assist.

Bookings for the next calendar year usually open December 1. We encourage all families to register as there are no registration or annual fees and we are there when you need us.

TheirCare recognises that people’s care requirements are as varied as their work requirements, so whether you just need one booking a term or every day, you can book as many sessions as you like for the whole calendar year.

Online bookings close 30 minutes before the start of the session to allow the educators time to prepare for the session. If you need care you can contact the service directly via the service mobile phone (found on the booking page) or alternatively contact TheirCare Support Team on 1300 072 410 and we will be happy to assist.

Note: If your child doesn’t know to go to TheirCare, you will need to contact the school to pass a message onto the child’s teacher to let them know to attend TheirCare after school.

Billing/Subsidy

We issue invoices weekly in arrears (every Tuesday) and direct debit from your nominated bank account or credit card on the Thursday. You pay the out of pocket component (that is, we collect the government subsidy on your behalf).  We encourage parents to email or call us if there is going to be an issue with a payment declining so we can assist before the payment declines (everyone hates decline fees, including us!).

All the session fees and operating times are published on the booking page of our FullyBooked software.  Note, these are the fees before subsidy is applied.

When you register you will input your Services Australia (Centrelink) CRN numbers for yourself and your child(ren). You will be asked questions on whether you wish to claim subsidy through this process. When you make a booking the system will create an enrolment record in your Services Australia (Centrelink) my.Gov portal for you to confirm your enrolment details. Once confirmed then subsidy will be applied to your account.

Absolutely you can make a booking! However, you will be paying full fees until your claim is processed.

Note: Please enter and confirm your Centrelink details while your claim is being processed so Centrelink will back-date your entitlement once approved. 

Before contacting TheirCare Support Team, the best option is to contact Services Australia (Centrelink) in the first instance on 136 150 to discuss your subsidy. Childcare providers don’t have access to your personal details and arrangements with Services Australia (Centrelink) and won’t be able to provide any more detail other than to contact Services Australia (Centrelink). We understand no one wants to call Services Australia at the best of times but there isn’t anything else we can do to assist regarding your relationship and circumstances with Services Australia (Centrelink).

If you have an active Child Care Subsidy claim and have confirmed your enrolment details then Services Australia (Centrelink) will apply your Child Care Subsidy percentage on your late booking fee, this means you will not pay the full late booking fee amount.

Services Australia (Centrelink) doesn’t allow subsidy to be applied on cancellation fees, as a result no subsidy is applied on cancellation fees.

Email or call us and we will be happy to assist. We are people too and understand that these things happen and it is nothing to stress over. We can take payment over the phone if need be and process an instant payment from your stored payment details or another credit card. We are not superheros though, we can’t control any decline fees charged by EZIDebit as these are charges between the credit card companies and the bank.

General Support

You can locate the service mobile number via the booking page on your TheirCare account or alternatively you can contact TheirCare Support Team on 1300 072 410 and the team will be happy to transfer you through to the service.

The TheirCare Support Team are able to be contacted via info@theircare.com.au or 1300 072 410 between 6.30am and 6:00 pm

If there is a TheirCare service providing care the Support Team will be operating. However, when there are no TheirCare services providing care we do close down for a break. For example, Christmas eve through to after New Year’s day each year.

Have more questions? Get in touch and we'll do our best to help.

Useful Resources

Here are a few places we can recommend for help and advice in a number of areas.

  • Beyond Blue

    Beyond Blue’s youth program, Youthbeyondblue, aims to empower young people aged 12–25, their friends and those who care for them to respond to anxiety and depression.

  • Parent Line

    At times, family life can be moving along well. At others, there may be challenges which push you and your child to your limits. You're not alone Parent Line can help.

  • eSafety commissioner

    eSafety can help Australians experiencing online bullying or abuse to take action or make a complaint

  • Health Direct

    All the contact numbers you need if you or someone else isn't feeling well. Remember, if it's an emergency call 000

  • R U OK?

    R U OK? inspire and empower everyone to meaningfully connect with the  people around them and start a conversation with anyone who may be struggling with life.

  • Kids Helpline

    Kids Helpline is a free, private and confidential, phone counselling service specifically for young people aged between 5 and 25.

  • Smiling Mind

    Smiling Mind is modern meditation for young people. It’s a simple tool that gives a sense of calm, clarity and contentment.

  • AMF

    The Alannah & Madeline Foundation provide programs to care for children who have experienced or witnessed serious violence; reduce the incidence of bullying, cyber bullying and other cyber risks; and, advocate for the safety and wellbeing of children.

  • Suicide Call Back Service

    The Suicide Call Back Service is a 24-hour, nationwide service that provides telephone and online counselling to people 15 years and over.

About TheirCare

As a family owned business, care and partnership is at the heart of how we deliver exceptional outcomes for children, families and schools.

Our Commitment

TheirCare’s operation is based on our commitment to community, our employees and creating programs and spaces where children love to be.

Contact Details

1300 072 410 

info@theircare.com.au

Offices in Melbourne, Sydney and Perth

Click here to get in touch

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