COVID-19 (coronavirus) information for consumers
Local sporting clubs or associations
Do I have to continue paying my membership or registration fees?

If you make regular instalments or payments, the Australian Consumer Law prohibits businesses from taking payments for goods or services when there are reasonable grounds to believe the services won’t be supplied. So you do not have to continue to make regular payments to your club or association while services have ceased.
Alternatively, if you wish to continue to financially support your local club during this time, you could continue making payments as a gesture of goodwill, or request that your regular payments be credited towards a future season.
If payments have been already been deducted then you should contact the club or association to see if you can have the payments refunded.


COVID-19 (coronavirus) information for consumers
Business closures
A business that has possession of my item as collateral for a cash loan has temporarily closed.

If a business has possession of your item as collateral for a cash loan, you should first check the terms and conditions of your contract.
If a business has possession of your item as collateral for a cash loan and you have not yet repaid the loan, you are generally not entitled to have the item returned until you make all repayments according to the terms and conditions of the loan.
If you have repaid your loan, the ACCC expects you will not be required to continue paying interest on the loan while it is in the business’s possession and they are temporarily closed. The ACCC also expects the business will use reasonable endeavours to return the item to you. This could include providing a way for you to collect the item in person, or delivering the item to you where appropriate.


COVID-19 (coronavirus) information for consumers
Business closures
I have goods on lay-by, or have paid for a series of services in advance, and the business is temporarily closed.

You can cancel your lay-by agreement at any time before you receive the products. If you cancel the lay-by, the business must refund your deposit and all other amounts you’ve paid except any applicable termination fee.
You should check the terms and conditions of your lay-by agreement before contacting the business to cancel your lay-by.
If you wish to retain your lay-by for when the business resumes trade, the terms and conditions of your lay-by agreement continue to apply.
However, the ACCC expects businesses to treat consumers fairly, and not terminate the lay-by agreement during the closure period if consumers can’t make scheduled payments in the circumstances.
If you have paid for services in advance, the business may still be able to supply the services when it reopens. If this is the case, the ACCC expects the business to extend the validity period of the pre-payments to allow for the period the business was unable to provide the services.
If you make regular payments by subscription or otherwise for services which are not being provided because the business has temporarily closed, these payments should not continue to be deducted by the business.
If you would prefer to have your pre-payments refunded, you will need to check the terms and conditions of your pre-payment agreement and speak to the business to check what they may be prepared to offer.


COVID-19 (coronavirus) information for consumers
Business closures
I have a faulty product but the business’s physical stores are temporarily closed.

Under the Australian Consumer Law, you are entitled to a remedy if your product fails to meet a consumer guarantee. These consumer guarantee rights continue to apply even where a business’s physical stores are temporarily closed.
If you have purchased a faulty product, you may be entitled to a repair, replacement or refund. The remedy you’re entitled to will depend on whether you have a major or minor problem with a product.
You are not entitled to a consumer guarantee remedy if you have simply changed your mind, found it cheaper somewhere else, decided you did not like the purchase, or had no use for it.
In most cases, you can choose to seek a remedy from the retailer you purchased it from, or directly from the manufacturer.
You are generally responsible for returning the product if it can be posted or easily returned.
However, where a product is too large, too heavy or too difficult to remove, the business is responsible for paying the shipping costs or collecting the product within a reasonable time of being notified of the problem.
You should contact the retailer or manufacturer directly to discuss the options available to return your faulty product, and to obtain a repair, replacement or refund.
Given the exceptional circumstances, the ACCC encourages businesses to implement appropriate mechanisms to assist consumers seeking to return faulty products.
Please see our guidance for further information on repairs, replacements and refunds.


COVID-19 (coronavirus) information for consumers
Travel cancellations and changes
My travel booking has not yet been cancelled, even though it seems unlikely that restrictions will be lifted by then. Can I cancel now?

Many travel service providers have short-term COVID-19 policies allowing for credits or refunds which do not apply to bookings after a certain date, as the travel service provider does not yet have certainty as to whether future travel will be cancelled. In many cases, these dates have subsequently been extended as travel restrictions remain in place, and travel service providers cancel further services.
If you cancel your booking before your travel service is cancelled, this could be classified as a 'change of mind' cancellation and this could limit your ability to obtain a refund or a credit.
If you are concerned about this, the ACCC recommends that you contact the business you made your booking with to ask:
how far out from your travel date will the business confirm the cancellation of your travel, if it is to be cancelled
how its cancellation policy will apply if travel restrictions are still in place at the date of your booking and your travel is cancelled
what remedies may be available to you if you cancel now as compared to what remedies may be available to you if you wait until the service provider cancels.

Depending on your circumstances, it may be in your interests to wait for further updates from your travel service provider before taking any steps to cancel your travel and seek a remedy.


COVID-19 (coronavirus) information for consumers
Telecommunication services
My telecommunications service is no longer working well.

If you are spending increased time in your home, including working from home, you might find that your current mobile or internet plan is no longer suitable, particularly if there are a number of people using the same service in your home.
There are many different mobile and internet services available, from entry level with minimal inclusions to high level plans which might include more data, phone calls and other content.
If your needs have changed, contact your service provider and see if they have a better plan for you, or see what other providers might be able to offer you.
Plans also change over time so if you haven’t compared your existing mobile or internet plan with what’s currently available for a while this might a good time to get a better deal.
It is also worth noting that some mobile and internet service providers are increasing data allowance packages for customers.


COVID-19 (coronavirus) information for consumers
Business closures
A business that has possession of my item for repair or alteration has temporarily closed.

If a business has possession of your item for repair or alteration, you should first check the terms and conditions of your contract with the service provider to see when you are entitled to get the item back.
You may also have rights under the Australian Consumer Law. The consumer guarantees provide that services such as repairs and alterations must be delivered in a reasonable time when there is no agreed end date.
If the service has not yet been provided by the business and is unlikely to be delivered in a reasonable time, you may be entitled to cancel the contract, have any money already paid refunded to you, and the item returned — although this position will be different if the business is prevented from supplying services as a direct result of Government restrictions.
If the service has been already been provided by the business, you may be required to complete payment of any unpaid amounts before being entitled to get the item back.
The ACCC expects that, given the exceptional circumstances, once you have fully paid for the service, the business should make reasonable endeavours to return your item to you, even if its physical stores are temporarily closed. This could include providing a way for you to collect the item in person, or delivering the item to you where appropriate.
You should contact the business directly to discuss options for the return of your item.
Depending on your circumstances, you may also have rights under common law, contract or state bailment legislation.
State and territory consumer protection agencies may be able to assist with guidance involving relevant state legislation. Consumers may also wish to seek independent legal advice about whether they may have a remedy under common law, contract or state legislation.


COVID-19 (coronavirus) information for consumers
Product price increases
Can businesses increase prices for certain products that are in heightened demand due to COVID-19 (for example, face masks)?

The ACCC cannot prevent or take action to stop excessive pricing, as it has no role in setting prices.
In some limited circumstances excessive pricing may be unconscionable, for example where the product is critical to the health or safety of vulnerable consumers.
If a business makes misleading claims about the reason for price increases, it will be breaching the Australian Consumer Law.


COVID-19 (coronavirus) information for consumers
Telecommunication services
With more users online, my internet service isn’t working as well as it should (e.g. slower speed, interrupted service) – what are my rights?

The quality of internet services in Australia may be affected by increased consumer demand. There are steps you can take to maximise the performance of your home internet service.
If you are not receiving the internet service you signed up for, you may also be entitled to certain remedies under consumer guarantees.
You should contact your provider in the first instance if you have issues with your internet service.
Internet service providers might address your concerns in various ways, for example by offering additional ‘free’ features like unlimited data during the crisis, or a change of plan.
If you have not been able to resolve the problem with your service provider, you can lodge a complaint with theTelecommunications Industry Ombudsman.


COVID-19 (coronavirus) information for consumers
Wedding cancellations
I took out wedding insurance, but I’ve been told it doesn’t cover me for cancellations due to COVID-19. What can I do?

You should first contact your insurer to check whether you are covered for your wedding cancellation under your wedding or event insurance policy.
If you disagree with your insurer’s decision you should discuss your complaint with them and explain what you would like the outcome to be. As part of the insurer’s Internal Dispute Resolution they will have a certain number of days to respond to your dispute.
If your dispute remains unresolved, you can contact the Australian Financial Complaints Authority (AFCA) for assistance. The AFCA Significant Event Hotline (1800 337 444) provides priority service for those financially impacted by COVID-19 and wish to make a complaint about financial products or services.


COVID-19 (coronavirus) information for consumers
Third-party booking sites
I have booked a service or experience through a third-party booking site, but the service or experience has been cancelled by the provider. Am I entitled to a refund?

If a business has cancelled the service or experience you have booked with them through a third-party booking site, the ACCC expects that you will receive a refund or other remedy, such as a credit note or voucher, from the third-party booking site.
In some cases, you may have the right to receive a refund, rather than a credit note or voucher, as you may be entitled to a refund under the terms and conditions of purchase or booking through the third-party booking site.
If you had a right to a refund under the terms and conditions at the time you made your purchase from the third-party booking site, the booking site is not permitted to change the terms at a later time to deny you a refund.
Where the service or experience has been cancelled by the provider due to government restrictions, you are unlikely to have a right to a refund from the booking site under the consumer guarantee provisions of the Australian Consumer Law.
You should check your terms and conditions and contact the third-party booking site directly to request a remedy. This may be a refund or credit note or voucher, depending on your circumstances.
If you receive a credit note or voucher, it should have an expiry date which is long enough to allow you to use the credit note or voucher.
State and territory consumer protection agencies may be able to assist with guidance or conciliation involving relevant state legislation.
Consumers may also wish to seek independent legal advice about whether they may have a remedy under other laws, such as the law that applies to frustration of contract.
Given the exceptional circumstances, the ACCC encourages all businesses to treat consumers fairly.


COVID-19 (coronavirus) information for consumers
Wedding cancellations
I want to return my (un-worn) wedding dress, shoes, bridesmaids’ dresses etc. because I no longer need them. Am I entitled to a refund for these items?

You are not entitled to a refund under the Australian Consumer Law if you wish to return wedding items that you have purchased but no longer require.
Under the Australian Consumer Law, you are only entitled to a remedy if your product fails to meet a consumer guarantee. The remedy you’re entitled to will depend on whether you have a major or minor problem with the product.


COVID-19 (coronavirus) information for consumers
Telecommunication services
Can I still move to the NBN?

If you have not already moved to the NBN, you may wish to consider making the move now to boost your download or upload broadband speeds.
If you are considering making the move, we would encourage you to shop around for a suitable RSP and plan that meets your needs and budget. We also recommend that you review the tips for consumers on our Moving to the NBN page.
You might find that some RSPs are not taking orders for new services due to having limited call centre staff during the COVID-19 crisis, however many RSPs are still accepting NBN orders either online or over the phone.


COVID-19 (coronavirus) information for consumers
Telecommunication services
My deadline to switch over to the NBN is after the COVID-19 crisis began – will my existing home broadband and voice services still be disconnected if I don’t make the switch?

Unless you are already on the NBN, you will likely have been notified of a deadline by which to switch to the NBN or risk having your broadband or voice services disconnected; this has now been put on hold, so don’t worry.
For example, Telstra and Optus have ceased mandatory disconnections of services that have remained on their networks beyond their switchover deadline.
If your notified deadline falls after the COVID-19 crisis commenced, and you do not switch over to the NBN within that time, you will receive an extension. Your existing service provider will give you a new deadline when it has been decided.
Similarly, if you have placed an NBN order within the deadline but it is taking longer to activate your service, your current services will not be subject to mandatory disconnection until your NBN service is connected.


COVID-19 (coronavirus) information for consumers
Gym memberships
What if the payments have already been deducted?

If payments have been deducted then you should contact the business to have the payments refunded.


COVID-19 (coronavirus) information for consumers
Gym memberships
Do I have to continue making regular payments?

The Australian Consumer Law prohibits businesses from taking payments for goods or services when there are reasonable grounds to believe the services won’t be supplied. This applies whether or not your contract allows you to suspend payments. So you do not have to continue to make regular payments while services have ceased.


COVID-19 (coronavirus) information for consumers
Local sporting clubs or associations
My club’s season hasn’t started, but I no longer wish to participate due to health or safety concerns about COVID-19. Am I entitled to a refund?

If you decide you no longer wish to participate in a sporting league due to concerns about COVID-19, this may be treated as a ‘change of mind’. You should contact the state or national body to see if you are entitled to a remedy such as a full or partial refund, credit note or voucher.
If you have a health condition that means you are at higher risk, you should contact your sporting club or association to see if they will offer you a refund or a voucher to use at a later date.


COVID-19 (coronavirus) information for consumers
Event cancellations
I bought tickets for an event but no longer wish to attend due to concerns about COVID-19. Am I entitled to a refund?

If you no longer wish to attend an event due to concerns about COVID-19, this may be treated as a 'change of mind'. You should contact the event organiser to see if you are entitled to a remedy such as full or partial refund, credit note or voucher.
If you have a health condition that means you are at higher risk, you should contact the event organiser to see if they will offer you a refund or a voucher for a later date.
Given the exceptional circumstances, the ACCC encourages all businesses to treat consumers fairly, including by offering refunds as a goodwill gesture where appropriate.


COVID-19 (coronavirus) information for consumers
Local sporting clubs or associations
I have paid a registration or membership fee up front but the season has been suspended. Am I entitled to a refund?

Your rights to a refund under the consumer guarantees may not apply if the activity has stopped due to government restrictions.
You should check for a cancellation policy under your membership terms and conditions, and contact the state or national body directly to see if you are entitled to a full or partial refund, credit note or voucher.
The ACCC expects that you will be offered a refund or a credit note or voucher for the period that the season is suspended. If you receive a credit note or voucher, this should be applied when the 2020 season recommences, or a future season if the 2020 season remains cancelled.
The ACCC encourages state and national bodies, and clubs and associations, to treat consumers fairly in these circumstances and to consider appropriate mechanisms to provide refunds or other remedies such as credit notes or vouchers to consumers.
Consumers should also be mindful that the impact of COVID-19 is significant for smaller clubs and associations.


COVID-19 (coronavirus) information for consumers
Business closures
I have a gift card which is about to expire while the business is temporarily closed.

The ACCC expects all businesses to honour and extend gift card expiry dates to cover any period that the card was unable to be used due to the business's closure.
If you have a gift card which will expire while a business is in hibernation, you may wish to contact the business directly to negotiate an alternative arrangement.
Many businesses are continuing to trade in some capacity, so you may still be able to use your gift card or voucher even if the business’s physical stores are closed.
However, if you are unable to use your gift card or voucher because of the terms and conditions the business has placed on it (for example, a gift card that can only be used in a physical store where the business is trading in an online capacity only during the COVID-19 restrictions), the ACCC expects the business to provide you with some form of remedy, such as:
reimbursement of the amount remaining on the gift card or voucher
extending the expiry period of the gift card or voucher to give it an expiration date which is long enough to allow you to use the credit note or voucher
amending the terms and conditions on the gift card or voucher to enable you to use it online.


COVID-19 (coronavirus) information for consumers
Travel cancellations and changes
I wish to cancel my travel booking due to health and safety concerns about COVID-19. What are my rights in this situation?

If you no longer wish to travel due to concerns about COVID-19, this may be treated as a 'change of mind'.
You should contact the provider to see if you are entitled to a remedy such as full or partial refund, credit note or voucher.
If you have a health condition that means you are at higher risk you should contact the provider to see if they will offer you a refund or a voucher for a later date.
Given the exceptional circumstances, the ACCC encourages all businesses to treat consumers fairly.


COVID-19 (coronavirus) information for consumers
Telecommunication services
I don’t get full access to the same quality of service provided by my streaming platform or video content provider (e.g. there are limits to ultra-high definition content) – what are my rights?

Some video on demand providers have reduced their streaming quality to help manage the total demand on broadband networks during the COVID-19 crisis. This may result in the quality of some streamed video not being as sharp.
The reduction in quality may not be very noticeable, so we urge consumers to try to be patient with any temporary disruptions to quality.
If you still have concerns, you can seek further information from your provider and discuss potential remedies, including, for example, a change of plan if you are on a subscription service.
If you are on a subscription service and believe you are not receiving the service what you signed up for, you may be entitled to certain remedies under the consumer guarantees, depending on your circumstances.
If you have not been able to resolve things directly with your service provider, you can lodge a complaint with the Telecommunications Industry Ombudsman.


Coronavirus (COVID-19) information and support
Frequently Asked Questions
Do I have to do anything to get it?
No. If you are in receipt of an eligible income support payment, you will
automatically receive the Coronavirus Supplement.


Coronavirus (COVID-19) information and support
Frequently Asked Questions
Is the Coronavirus Supplement taxable?
Yes.


Coronavirus (COVID-19) information and support
Frequently Asked Questions
What is the Coronavirus Supplement?
The Coronavirus Supplement is a temporary fortnightly payment that will be
provided to recipients of JobSeeker Payment, Parenting Payment, Sickness
Allowance, Farm Household Allowance, Special Benefit, Widow Allowance, Partner
Allowance, Youth Allowance, ABSTUDY (Living Allowance) and Austudy.


Coronavirus (COVID-19) information and support
Frequently Asked Questions
Will I receive multiple Economic Support payments and if so, when?
Services Australia and the Department of Veterans' Affairs will automatically
deliver payments to eligible recipients with the first payment from 31 March
2020 and the second payment from 13 July 2020. A person can be eligible to
receive both the first and second support payment, however, they will only
receive $750 once in each round of payments, even if they receive more than
one qualifying payment or card.


Coronavirus (COVID-19) information and support
Frequently Asked Questions
Will the Coronavirus Supplement go onto my Cashless Debit Card?
If you are in receipt of an eligible income support payment and you are a
Cashless Debit Card participant, the Coronavirus Supplement will be treated
the same as your regular payments. The Coronavirus Supplement will go onto
your Cashless Debit Card using the same payment split that you currently
receive. That is, 80 per cent of the whole income support payment will be
placed onto your Cashless Debit Card and the remaining 20 per cent will be
placed into your regular bank account.


Coronavirus (COVID-19) information and support
Frequently Asked Questions
Does the Economic Support Payment go onto the Cashless Debit Card?
If you are in receipt of an eligible income support payment and you are a
Cashless Debit Card participant, the full $750 will be placed onto your
Cashless Debit Card. This is the same for other lump-sum payments. This will
apply for both rounds of payments.


Coronavirus (COVID-19) information and support
Frequently Asked Questions
Does the Economic Support Payment go into my Income Management account?
If you are in receipt of an eligible income support payment and you are an
Income Management participant, the full $750 will be placed into your Income
Management account. This is the same for other lump-sum payments. This will
apply for both rounds of payments.


Coronavirus (COVID-19) information and support
Frequently Asked Questions
My claim for a qualifying payment or card has not yet been processed. Will I still get the Economic Support Payment?
If you have lodged a claim for one of the qualifying payments or concession
cards between 12 March 2020 and 13 April 2020, and the claim is subsequently
granted from a date on or before that period, you will receive the payment.
This will also apply for the second round of payments. So if you have lodged a
claim for one of the qualifying payments or concession on 10 July 2020, and
the claim is subsequently granted from a date on or before that date, you will
receive the payment.


Coronavirus (COVID-19) information and support
Frequently Asked Questions
Do people have to wait until 27 April 2020 to apply for a payment?
People can apply for a payment as soon as they need it.
The expanded eligibility and qualification criteria came into effect from 25
March 2020.
If a person qualifies for a payment before 25 March 2020 and has to serve a
waiting period (other than the Newly Arrived Residents Waiting Period), they
will receive a payment back to the date of their claim once the waiting period
is suspended.
Recent migrants will be able to have their Newly Arrived Resident's Waiting
Period waived from 25 March 2020.


Coronavirus (COVID-19) information and support
Frequently Asked Questions
Will I get paid the Economic Support payment if I receive Family Tax Benefit as a lump sum?
Yes. Recipients who claim Family Tax Benefit as a lump sum after the end of
the financial year will be eligible for the payment if they are eligible for
Family Tax Benefit in the 2019-20 and/or 2020-21 financial year and will
receive the Economic Support payment as part of their lump sum payment.


Coronavirus (COVID-19) information and support
Frequently Asked Questions
Will I get paid the Economic Support payment if I'm a part rate Age Pensioner?
Yes. You will receive the full $750.


Coronavirus (COVID-19) information and support
Frequently Asked Questions
Will the Coronavirus Supplement go into my Income Management account?
If you are in receipt of an eligible income support payment and you are an
Income Management participant, the Coronavirus Supplement will be treated the
same as your regular payments. The same payment split that you currently
receive for your whole payment will still apply. The percentage that is placed
in your Income Management account will depend on which Income Management
measure you have been placed on.


Coronavirus (COVID-19) information and support
Frequently Asked Questions
When will I start receiving the additional $550 per fortnight?
The Coronavirus Supplement commences on 27 April 2020.


Coronavirus (COVID-19) information and support
Frequently Asked Questions
How much is the Coronavirus Supplement?
The temporary Coronavirus Supplement is $550 per fortnight to new and existing
eligible income support recipients, in addition to their regular payment.


Coronavirus (COVID-19) information and support
Frequently Asked Questions
What is the Economic Support Payment?
The Government is providing two separate $750 payments to social security,
veteran and other income support recipients and eligible concession card
holders. The first Economic Support Payment is for people who are receiving a
qualifying payment or card between 12 March 2020 and 13 April 2020
(inclusive), and was paid to majority of recipients by 17 April 2020. The
second Economic Support Payment is for people receiving a qualifying payment
or card on 10 July 2020 so long as they do not receive the Coronavirus
Supplement with their payment.


Coronavirus (COVID-19) information and support
Frequently Asked Questions
Do I have to do anything to get the Economic Support Payment?
No, you will automatically get the $750 if you are eligible. You will only get
one payment, even if you get more than one qualifying payment or card. Where
Services Australia does not have bank details, they will contact eligible
recipients to get these details.


Early Childhood Education and Care COVID-19 Frequently Asked Questions
Information for families
Do both parents/carers need to be essential workers to be given priority access?
No. As long as one parent is an essential worker their child/ren should be
prioritised for care.


Early Childhood Education and Care COVID-19 Frequently Asked Questions
Early Childhood Education and Care Relief Package–information for providers and services
What happens to the payments if my service has or is about to transfer ownership?
If a service’s ownership has changed since 2 March 2020, the new owner of the
service would be eligible for payments from the date of transfer, provided a
transfer of ownership process has been completed, including change of bank
account details.


Early Childhood Education and Care COVID-19 Frequently Asked Questions
Early Childhood Education and Care Relief Package–information for providers and services
Will I still receive payments if my service is directed to close due to COVID-19?
Services are still eligible to receive payments where a health agency or state
or territory regulatory authority has directed a provider to close a service
due to COVID-19 related reasons. The department may ask the provider for
evidence to support the service’s claim that it has been directed to close.
A provider cannot make the decision to close the service and still be eligible
for the payment.


Early Childhood Education and Care COVID-19 Frequently Asked Questions
Information for families
Is there any extra support for families to help them find an early childhood education and care service during the COVID-19 pandemic?
Yes. A national toll free helpline has been set up to assist parents and
carers to find an early childhood education and care service during the
COVID-19 pandemic. Families can call the helpline on 1800 291 041 from 9:00 am
to 5:00 pm (AEST), Monday-Friday (excluding public holidays).
Helpline operators will provide advice for families about early childhood
education and care services available in their area during the pandemic.
Families, including essential workers and those with vulnerable children, can
also search for early childhood education and child care services online using
Starting Blocks or Child Care
Finder.
The Australian Children’s Education and Care Quality Authority (ACECQA) is
delivering the helpline on behalf of the Department of Education, Employment
and Skills. For more information, visit ACECQA.


Early Childhood Education and Care COVID-19 Frequently Asked Questions
Exceptional Circumstance Supplementary Payment – JobKeeper ineligibility – information for providers and services
Who is included as an employee?
An employee is any person currently engaged by your service, including
educators, administration staff, support staff, and cooks.


Early Childhood Education and Care COVID-19 Frequently Asked Questions
Early Childhood Education and Care Relief Package and the Exceptional Circumstance Supplementary Payment—information for providers and services
How do I apply for additional funding?
Providers seeking an Exceptional Circumstance Supplementary Payment amount
should complete an online form and outline their circumstances.
The form is available at
dese.gov.au/covid-19/childcare.
Providers will be notified of the decision in writing.
Providers must tell the department if their income goes up due to receiving
extra state or government assistance. Please provide details regarding this
additional support to
ECECreliefpackage@dese.gov.au and put
the relevant application ID number in the email subject header.
In Home Care (IHC) providers, or large providers (those with 50 or more
services), should email
ECECreliefpackage@dese.gov.au to
request a service-level spreadsheet to complete. This streamlined process is
available to IHC and large providers even if not all services are eligible for
Exceptional Circumstance Supplementary Payments.


Early Childhood Education and Care COVID-19 Frequently Asked Questions
Early Childhood Education and Care Relief Package and the Exceptional Circumstance Supplementary Payment—information for providers and services
How long will it take to assess my application for an Exceptional Circumstance Supplementary Payment?
As each application is assessed on a case by case basis, we are unable to
provide an estimated processing time.
We will endeavour to assess all applications as quickly as possible. Providing
a complete application with supporting evidence and all your correct ID and
reference numbers will assist in processing your application efficiently.
Before lodging your application we encourage you to:

consider the tips in this FAQ document about completing your application
monitor the DESE website for information about upcoming webinars that will provide additional information about completing your application
carefully check all identity and registration numbers provided; and
ensure you have uploaded evidence to support any statements in relation to any direction or advice to close by a health agency or state regulatory body, eligibility for the JobKeeper Payment, and any increase in the number of children attending that service and/or increase in the number of hours of care.


Early Childhood Education and Care COVID-19 Frequently Asked Questions
Exceptional Circumstance Supplementary Payment – JobKeeper ineligibility – information for providers and services
What do you mean by paid and employed?
A staff member who was ‘paid’ is any employee who received payment, including
those who were on leave but still received wages from your service. To be
‘employed’, a staff member must still be engaged by your service as an
employee as at 18 May 2020, however, does not need to be currently working.


Early Childhood Education and Care COVID-19 Frequently Asked Questions
Family Day Care and In Home Care
I am an educator and I have questions about how the new Early Childhood Education and Care Relief Package will work for me, who should I speak to?
All educators should talk to their providers in the first instance. Providers
are working hard in collaboration with peak bodies to understand how to
administer the new arrangements. The first payments were processed in the week
commencing 6 April 2020. A final Child Care Subsidy payment was also made in
this week.


Early Childhood Education and Care COVID-19 Frequently Asked Questions
Family Day Care and In Home Care
Can Family Day Care and In Home Care services still access the Community Child Care Fund?
For providers currently receiving a Community Child Care Fund grant there will
be no change to this agreement. The Prime Minister's announcement of the Early
Childhood Education and Care Relief Package relates to the Child Care Subsidy
and Additional Child Care Subsidy under the previous system. Applications for
CCCF Special Circumstances Grant Opportunity previously lodged with the
department for COVID-19 related matters are currently being considered. This
grant opportunity closed on 3 April 2020.


Early Childhood Education and Care COVID-19 Frequently Asked Questions
Child Enrolments, Attendance and Absences
Will my enrolments automatically cease because I am not submitting session reports?
No. Children enrolled on 5 April 2020 will still be enrolled once the Early
Childhood Education and Care Relief Package payment period is over.
Providers should encourage families who have withdrawn from their service to
re-enrol. By families staying enrolled, they will keep their Child Care
Subsidy eligibility so the subsidies will flow again once the Early Childhood
Education and Care Relief Package payments cease.


Early Childhood Education and Care COVID-19 Frequently Asked Questions
Exceptional Circumstance Supplementary Payment – JobKeeper ineligibility – information for providers and services
What do you mean by ‘full-time equivalent employees’?
The department will use a full-time equivalent (FTE) amount of 38 hours to
calculate both your eligibility for this Exceptional Circumstance
Supplementary Payment and the amount of the payment. If you choose to apply,
you will be asked to provide the number of hours for which your staff were
paid during the reference fortnight. The department will calculate the FTE
hours based on this information and the evidence you provide.


Early Childhood Education and Care COVID-19 Frequently Asked Questions
Family Day Care and In Home Care
Have Family Day Care and In Home Care educators been told to continue working despite isolation and social distancing rules?
Family Day Care and In Home Care educators who have implemented health and
safety measures in accordance with the relevant health advice may not be able
to continue offering care to the same number of children as they did under the
Child Care Package.
In designing the Early Childhood Education and Care Relief Package, the
Government listened to the concerns of peak industry organisations for the
early childhood education and care sector.
The department continues to work with peak bodies to address issues as they
arise.


Early Childhood Education and Care COVID-19 Frequently Asked Questions
Information for families
Do services have to accept new enrolments and increased attendance where parents request it?
Services are required to prioritise care to children of essential workers,
vulnerable and disadvantaged children and children with existing enrolments as
part of the conditions of the Relief Package. Where services choose to accept
new enrolments and increase attendance where parents request it, they are able
to apply for Exceptional Circumstance Supplementary Payments to meet the
demand for child care up to their service’s full capacity taking into account
staff, resources and health and safety issues.
Families and services can report concerns about services not adhering with the
conditions of the Relief Package to the department by phoning 1800 664 231 or
by emailing tipoffline@dese.gov.au. For
example, if a family believes a service has capacity to provide more care but
is electing not to do so, or that a service is not prioritising essential
workers in offering that care, they can and are contacting this line.


Early Childhood Education and Care COVID-19 Frequently Asked Questions
Early Childhood Education and Care Relief Package and the Exceptional Circumstance Supplementary Payment—information for providers and services
Who is eligible for additional funding?
Providers/services can apply for an Exceptional Circumstance Supplementary
Payment in limited circumstances based on the number of children in
attendance. These include but are not limited to the following:

Insufficient reference period or increase in demand

services were not operating during the reference period

the number of attendances during the reference period is significantly and demonstratively lower than the current number of attendances at the service from 6 April 2020 onwards

a service experiences a significantly higher demand for child care for children of essential workers and/or vulnerable and disadvantaged children during the period 6 April 2020 to 28 June 2020.

JobKeeper ineligibility

providers that are not eligible for the JobKeeper Payment, including non-government schools, large charities/not for profit organisations, but excluding state and local government services

Family Day Care (FDC) and In Home Care (IHC) educators that were providing care in the reference period that are not eligible for JobKeeper, but who have registered for an Australian Business Number (ABN) by 1 June 2020.
services, excluding state and local government services, that have 30 per cent or more full-time equivalent current employees* who are not eligible for JobKeeper Payment and where the provider or service has not applied for or received another Exceptional Circumstance Supplementary Payment for these employees.

*current employees means those employed by the provider during the reference period and from 18 May 2020 onwards.
In recognition of the higher costs associated with IHC sessions of care,
providers will be eligible for an Exceptional Circumstance Supplementary
Payment of 20 per cent of the weekly payment calculated on the reference
fortnight base rate. This payment will be made from 18 May 2020. IHC providers
do not need to apply for this payment as it will be made automatically.


Early Childhood Education and Care COVID-19 Frequently Asked Questions
Compliance measures
What compliance measures will be in place for the Early Childhood Education and Care Relief Package payments?
The department will continue regular compliance monitoring including provider
debt recovery actions.
Families and services can report concerns about services adhering with the
conditions of the payments to the department by phoning: 1800 664 231 or
emailing: tipoffline@dese.gov.au.
Providers found not to be following the requirements of Family Assistance Law,
including the Early Childhood Education and Care Relief Package, may have
payments cancelled and/or have a debt notice issued.


Early Childhood Education and Care COVID-19 Frequently Asked Questions
Child Enrolments, Attendance and Absences
What is the child care absence policy in response to COVID-19?
Whether a child is ill or not, including where a child does not attend care as
part of the family’s own precautionary measure against potential contact with
COVID-19, Child Care Subsidy (CCS) can be paid for up to 62 absence days per
child, for the 2019–20 financial year, without the need for families to
provide documentation.
Once a child’s 62 initial absences have been used, if more absences are
required for COVID-19 related reasons, CCS can be paid for additional absences
claimed without the need for medical evidence.
Absences will not be counted during the Early Childhood Education and Care
Relief Package period (commencing 6 April 2020) as session reports will not be
submitted.


Early Childhood Education and Care COVID-19 Frequently Asked Questions
Early Childhood Education and Care Relief Package–information for providers and services
What is the new child care payment under the Early Childhood Education and Care Relief Package?
The new payment under the Early Childhood Education and Care Relief Package is
a payment to support child care services (including Centre Based Day Care,
Family Day Care, Outside School Hours Care and In Home Care) to remain open.
Due to the impact of COVID-19, the early childhood education and care sector
has reported significant decreases in attendance. These payments will ensure
services can remain open, and families who need it can access care.
Weekly payments will be approximately 50 per cent of services' fee revenue or
50 per cent of the existing hourly rate cap, whichever is lower, for sessions
of care in the fortnight preceding 2 March 2020 (i.e. Monday 17 February 2020
through to 28 February 2020).
The payments for services providing vacation care only will be calculated on
the equivalent of the average weekly amount for the vacation period between
Term 3 and Term 4 in 2019 (September-October school holidays).
The payments are made in lieu of any Child Care Subsidy and Additional Child
Care Subsidy.
Receiving these payments does not preclude your service from accessing other
Government initiatives to support businesses.


Early Childhood Education and Care COVID-19 Frequently Asked Questions
COVID-19 health advice for providers and services
Who will inform our early childhood education and care service if it is required to close?
Closures are a decision that will be made, and advised, by state and territory
governments. Usually this is their health department, but it may come from the
state regulatory authority.
Services directed to shut down because of COVID-19 should follow standard
processes for activating a period of local
emergency.
If you close your early childhood education and care service, either
voluntarily or as directed by a state or territory regulatory or health
authority on public health advice or for other valid health and safety
reasons, you must notify your state regulatory authority within 24 hours.


Early Childhood Education and Care COVID-19 Frequently Asked Questions
Early Childhood Education and Care Relief Package and the Exceptional Circumstance Supplementary Payment—information for providers and services
When applying for Exceptional Circumstance Supplementary Payment, what is satisfactory evidence to support my claim for increased demand?
Evidence must:

be provided for a fortnight of data and it must be after the reference period, and
be for care already provided–future bookings are not acceptable evidence; and
include detail of number of children cared for and hours charged in that fortnight and clearly supports the number of hours you have provided in your application. (While casual absences may be included e.g. a child is ill on Wednesday but attends all other sessions that week, long term absences related to children enrolled but not currently attending your service should not be included in the calculations used to complete your application, or in the evidence provided.)

You should be able to generate this data using your existing software. Below
are two examples of how it may be presented. Reports from your software may
look different and the reports below are examples only. Please remove or black
out any personal information, including names, prior to submitting.
Example 1
My Centre Name
Provider CRN: 123456789T Service CRN: 987654321X
Attendances from 13/04/2020 – 26/04/2020
Example 2
My Centre Name
Provider CRN: 123456789T Service CRN: 987654321X
Attendances from 13/04/2020 – 26/04/2020


Early Childhood Education and Care COVID-19 Frequently Asked Questions
Family Day Care and In Home Care
What about educators who want to change services as they are uncomfortable with the support they are currently receiving?
As is normally the case, Family Day Care and In Home Care educators are still
able to move between services – there are no restrictions on movement.


Early Childhood Education and Care COVID-19 Frequently Asked Questions
Exceptional Circumstance Supplementary Payment – JobKeeper ineligibility – information for providers and services
Some of my staff are ineligible for JobKeeper. Can I get additional support to assist me in paying my staff wages?
Services that have a high number of staff ineligible for JobKeeper payments
may be eligible for an Exceptional Circumstance Supplementary Payment under
the Early Childhood Education and Care Relief Package. This payment is
designed to assist services to provide care to children of essential workers
and vulnerable and disadvantaged children, as well as meet increased demand
for care.


Early Childhood Education and Care COVID-19 Frequently Asked Questions
Child Enrolments, Attendance and Absences
How should services treat new enrolments at their centre?
Providers should continue to enter into a Complying Written Arrangement with
parents who are eligible for the Child Care Subsidy and record the child’s
start date (the day that the parent confirms their agreement to the
arrangement) in their third party software or the Provider Entry Point (PEP).
An enrolment notice should be submitted in the provider’s third party software
or the PEP within seven days of entering into a Complying Written Arrangement
with the family.


Early Childhood Education and Care COVID-19 Frequently Asked Questions
COVID-19 health advice for providers and services
Is it safe for my service to stay open?
Continuing essential services such as child care–while it is safe to do so–is
crucial to enabling parents, including health care professionals, to continue
to work and support the broader community during these uncertain times. It
also reduces the reliance on alternative care arrangements such as
grandparents or elderly relatives who are typically at higher risk of
COVID-19.
Early childhood education and care services should follow the advice from
their state or territory governments on matters related to COVID-19. Their
advice and directions are informed by the expert medical advice of Australia’s
Chief Medical Officer and the Australian Health Protection Principal Committee
(AHPPC).
The current clear advice of health officials is that services should continue
to remain open unless otherwise directed, with risk mitigation measures as
outlined in the AHPPC statement below.
Read the statement from the AHPPC about COVID-19 in children and early childhood education and
care.


Early Childhood Education and Care COVID-19 Frequently Asked Questions
COVID-19 health advice for providers and services
What about physical distancing?
The Australian Health Protection Principal Committee (AHPPC) have reviewed the
physical distancing requirements for early childhood education and care
services and determined that the ‘venue density rule’ of no more than one
person per four square metres is not appropriate or practical in early
childhood education and care services, nor is maintaining 1.5m between
children. Read the statement from the
AHPPC.
Safe Work Australia (SWA) have also updated their advice for services,
explaining that children are not to be included in any calculations of four
square metres per person, however employers are reminded these principles
should be adhered to for adults in services, including visitors. Read the
statement from SWA.


Early Childhood Education and Care COVID-19 Frequently Asked Questions
Family Day Care and In Home Care
Are there different Early Childhood Education and Care Relief Package payment arrangements for Family Day Care or In Home Care providers?
No. Unless otherwise notified by the department, the payments will be paid as
a lump sum on a weekly basis at the provider/service level. Consistent with
the previous arrangements for the Child Care Subsidy, payments will not be
made to educators.
Approved providers are responsible for the administration of the payment
including decisions on how to apply payment amounts to individual educators.
Approved providers as business owners should explore options to support their
business model and their educators. Further information is available on the
australia.gov.au website.


Early Childhood Education and Care COVID-19 Frequently Asked Questions
Early Childhood Education and Care Relief Package–information for providers and services
What is the calculation method for payments under the Early Childhood Education and Care Relief Package?
The payment will be based on a reference fortnight, and calculated as 50 per
cent of the lesser of:

the hourly fee for the session of care; or
the relevant Child Care Subsidy hourly rate cap.

The reference fortnight is as follows:

For an Outside School Hours Care Service that provides only vacation care–the fortnight starting on the first Monday of the school holidays between school Term 3 and Term 4 in 2019 in the state or territory in which the service is located.
For all other services, it is the fortnight starting 17 February 2020.
Where a service charged fees for only one week of care during the fortnight starting
17 February 2020, or in the school holidays between Terms 3 and 4 in 2019, the
amount will be calculated on the week in which care occurred and the amount
doubled.

Example
A Centre Based Day Care (CBDC) service charges $100 for a 10 hour session of
care. Therefore, their hourly fee is $10 per hour ($100 ÷ 10 = $10). As $10 is
less than the CBDC hourly rate cap of $11.98, $10 is the amount used.
On the fortnight starting 17 February 2020, the CBDC service had 20 children
attending the service. Each child attended 10 sessions of care for the
fortnight (or five per week) and were charged $100 for a ten hour session
(meaning the hourly fee was $10). For that fortnight, the service’s total fees
charged were $20,000 (or $10,000 per week).
The payment this service will receive is worked out below:

the hourly payment is $5 ($10 x 50% = $5)
$5 hourly payment x 10 hour session = $50 payment per session
$50 x 20 children x 5 sessions per week = $5,000 paid per week.


Early Childhood Education and Care COVID-19 Frequently Asked Questions
Information for families
What conditions must be met by services to receive payments?
The service must meet a number of conditions to continue to receive these
payments.
These conditions include:

that the service remains open and provides sessions of care to at least one child, unless closed on public health advice or advice of a state regulatory authority for COVID-19 health and safety reasons
families and carers are not charged fees relating to sessions of care provided to children during the period the service receives the payments
priority of access is given to children of essential workers, vulnerable and disadvantaged children; and previously enrolled children; and
the service must comply with all other Family Assistance Law and National Law obligations.

Additionally, services must not increase these fees for the duration of the
Relief Package, and must not add any new fees that were not listed in a
family’s Complying Written Agreement prior to 6 April 2020.
It should be noted that Early Childhood Education and Care Relief Package
payments are discretionary payments under Family Assistance Law, and failure
to comply with the conditions can result in the payments being reduced or
suspended.


Early Childhood Education and Care COVID-19 Frequently Asked Questions
Early Childhood Education and Care Relief Package–information for providers and services
Will the Early Childhood Education and Care Relief Package payments be an ‘opt-in’ measure or are all services required to participate?
Providers can choose to opt out of receiving the Early Childhood Education and
Care Relief Package payments for one or more of their services. The service/s
for which the provider has opted out, will not receive payments under the
measure or Child Care Subsidy/Additional Child Care Subsidy payments.
Providers will need to give notice of the voluntary suspension of Child Care
Subsidy approval for any of its services. Providers can do this by writing to
their state assessment team and providing the following information:

the full legal name and trading name of the provider
the unique provider approval number
for each service for which the provider requests a suspension–the unique service approval number
the reasons why the provider is requesting a suspension
the desired period of the suspension
the name and contact details for the provider’s representative in respect of the request.


Early Childhood Education and Care COVID-19 Frequently Asked Questions
Early Childhood Education and Care Relief Package–information for providers and services
Can I change my service offering under the Early Childhood Education and Care Relief Package in relation to meals, nappies or late fees?
The intent of the weekly payments is to enable access to free child care for
families of the priority groups like essential workers, during the COVID-19
crisis. The weekly payments should be the full amount a provider/service will
receive, unless they apply for and meet the criteria for an Exceptional
Circumstance Supplementary Payment. Also noting that the Relief Package is
complementary to other Government business support payments, like the
JobKeeper Payment a provider may receive.
While providers/services receive payments under the Relief Package, they
should not be changing their service offer and/or increasing or adding new
administrative fees.
A provider’s usual service offering generally includes consumable items such
as meals, wipes, or art supplies as part of the cost of providing a session of
care. For example, if nappies were included as part of the session fee your
service usually provided, nappies should continue to be provided without any
extra cost to families.
Some services also charge administrative fees. These fees do not form part of
the session of care fee that a family’s Child Care Subsidy was calculated on,
meaning that services can continue to charge administrative fees, for example,
late pick-up fees. However, services are not to increase these fees for the
duration of the Relief Package or add new ones that were not listed in a
family’s Complying Written Agreement.
A condition of a provider/service receiving payments under the Relief Package
is that all services continue to meet the provider obligations under Family
Assistance Law and there are to be no fees charged for care provided.
The department can take compliance action against services not meeting the
conditions of the payments. Information about such practices can be directed
to the department’s tip off line 1800 664 231 or emailing
tipoffline@dese.gov.au.


Early Childhood Education and Care COVID-19 Frequently Asked Questions
Early Childhood Education and Care Relief Package–information for providers and services
Are Relief Package payments available to services that were temporarily closed or not yet open during the reference periods?
Services in this situation will need to apply for an Exceptional Circumstance
Supplementary Payment. Unless the other criteria for an Exceptional
Circumstance Supplementary Payment are met, the payment a new service would
receive is the lower of 50 per cent of fee revenue or 50 per cent of the
hourly rate cap for the enrolments during the period of operation.


Early Childhood Education and Care COVID-19 Frequently Asked Questions
Child Enrolments, Attendance and Absences
I have already charged families the gap fee for care provided on or after 23 March 2020. Can I give them a refund?
It is a business decision for each service whether or not they choose to
charge families a gap fee, or in this case refund the gap fee for children
absent from care due to COVID-19. From 23 March 2020 there is no legal
obligation for services to charge gap fees for children absent from care, up
to and including 5 April 2020 to the remainder of the 2019–20 financial year.


Early Childhood Education and Care COVID-19 Frequently Asked Questions
Family Day Care and In Home Care
What if a Family Day Care or In Home Care service has already applied for an Exceptional Circumstance Supplementary Payment because their (sole trader contractor) educators are not eligible for the JobKeeper Payment?
If a Family Day Care or In Home Care service has already made an application
through the Exceptional Circumstance Supplementary Payment process the
department will be in contact with them shortly to request further information
about those educators (sole trader contractors) who are not eligible for the
JobKeeper Payment. Confirmation and evidence will be sought that all relevant
educators have applied for an ABN before any additional payment can be
assessed.


Early Childhood Education and Care COVID-19 Frequently Asked Questions
Early Childhood Education and Care Relief Package–information for providers and services
Will immunisation requirements for children continue?
Yes. All Child Care Subsidy (CCS) eligibility requirements will continue in
place, and all approved providers and services must continue to comply with
Family Assistance Law and National Law requirements. This includes the
requirement under the CCS for children to meet the Childhood schedule on the
Department of Health’s National Immunisation Program
Schedule, be on a suitable
catch up schedule in line with the Department of Health’s current Australian
Immunisation Handbook, or have
an approved medical
exemption recorded on the Australian Immunisation
Register.
For all care types except In Home Care, families with children who do not meet
the CCS immunisation requirements can attend child care services being
supported by payments under the Relief Package where permitted to do so under
state or territory regulations. These children must be enrolled under a
Relevant Arrangement or Organisation Arrangement.
For families using In Home Care, all children attending an In Home Care
service must be CCS eligible. Children who do not meet the CCS immunisation
requirements cannot attend In Home Care child care services.


Early Childhood Education and Care COVID-19 Frequently Asked Questions
Early Childhood Education and Care Relief Package–information for providers and services
What about children who were full fee paying previously?
Children previously paying full fees will have been accounted for in the base
payment calculation and can continue to attend at no charge. However, you can
tell us about these children if you apply for an Exceptional Circumstance
Supplementary Payment, noting that services should prioritise care to children
of essential workers, vulnerable and disadvantaged children, and children with
existing enrolments.


Early Childhood Education and Care COVID-19 Frequently Asked Questions
Information for families
What can I do if my service is refusing care for my child?
The Government is relying on services to provide care to as many children as
they can, giving priority to essential workers, vulnerable and disadvantaged
children and previously enrolled children.
However, each service is dealing with new circumstances and having to
reconsider available staff, health and other business challenges. This means
each service has to make decisions on its own capacity to offer care, based on
these new considerations.
While repeated, serious breaches of conditions of the Relief Package may
result in a service losing access to payments under the Relief Package, the
significant impact of COVID-19 on operating arrangements will mean some
services will not be able to continue to offer the same care to all families.
Where services have increased demand and feel they cannot afford to meet it
based on current levels of support, an Exceptional Circumstance Supplementary
Payment is available. This means if a service has more children attending now
than it had during the reference period it can apply to receive a higher
payment.
If you are an essential worker with need for increased care hours, and have
been refused by your service, you can contact the department’s tip off line on
1800 664 231 or emailing
tipoffline@dese.gov.au.


Early Childhood Education and Care COVID-19 Frequently Asked Questions
Early Childhood Education and Care Relief Package–information for providers and services
How do I stay up to date on the Early Childhood Education and Care Relief Package?
As we navigate COVID-19, the Department of Education, Skills and Employment is
engaging directly with both providers and services more often. Many contact
details are out of date, resulting in providers and services missing out on
important information.
The department encourages providers to update both their provider and each
service’s contact details in the Child Care Subsidy System, particularly email
addresses. The provider and service email addresses could be the same, but
both may need updating.
You can update your details via the Provider Entry Point
(PEP).
Guidance is available in the task card How to View and Update Organisation
Details in the PEP.
Alternatively, you can update your details via your third party software.
Please contact your software provider if you need assistance updating your
details via a third party software program.
Please also make sure that you have subscribed to receive communications
from the
Department of Education, Skills and Employment.


Early Childhood Education and Care COVID-19 Frequently Asked Questions
Family Day Care and In Home Care
As a Family Day Care service, are we allowed to charge our educators the fees that keep our service running?
Any type of internal fee arrangement between a Family Day Care service and an
educator is a commercial business arrangement. The Government does not
regulate or intervene on matters between educators and services. As part of
broader messaging around the COVID-19 response the Prime Minister has appealed
to all businesses to look at their rate of fees and charges and see if they
can reduce them in recognition of the unprecedented times being experienced.


Early Childhood Education and Care COVID-19 Frequently Asked Questions
Early Childhood Education and Care Relief Package–information for providers and services
How will the Early Childhood Education and Care Relief Package payments affect families on Additional Child Care Subsidy?
The Early Childhood Education and Care Relief Package payments will be made
instead of the usual Child Care Subsidy (CCS) and Additional Child Care
Subsidy (ACCS) payments.
If the family’s current ACCS determination continues past the end of the Early
Childhood Education and Care Relief Package payment period, they will return
to their ACCS entitlement. This will be the case for most families receiving
ACCS (grandparent).
To ensure that ACCS (child wellbeing) continues to flow when the system
returns to normal, if a family’s ACCS (child wellbeing) determination expires
during the period, services will need to apply for a new determination. We
encourage providers to submit determinations prior to the resumption of the
regular system to avoid any gaps in ACCS (child wellbeing). If a family’s CCS
cancels during the payment period they will need to reapply for CCS (and be
assessed as eligible) for a service to receive ACCS (child wellbeing) payments
when regular payments resume.
If a family has submitted an application for ACCS (temporary financial
hardship) their eligibility will be assessed and payment made up to 5 April
2020.
If a person’s ACCS (transition to work) eligibility expires during the Relief
Package period or the person requests to cease the ACCS (transition to work),
they will need to apply for ACCS (transition to work) if they meet the
eligibility criteria for the payment to recommence on 28 June 2020.


Early Childhood Education and Care COVID-19 Frequently Asked Questions
Family Day Care and In Home Care
Can In Home Care be used by families whose children are unable to go to school or access their regular child care arrangements due to COVID-19?
In Home Care (IHC) is a specific type of care that is targeted to families who
meet the IHC eligibility criteria.
Risk of COVID-19 infection, or an early childhood education and care service
or school closing because of COVID-19, would not by itself be a valid reason
to access IHC. However, critical workers may be able to access IHC and should
contact the relevant IHC Support
Agency within their state or
territory to discuss their requirements.


Early Childhood Education and Care COVID-19 Frequently Asked Questions
Information for families
What if I am working from home?
Care should still be made available where parents or carers are working from
home noting that priority of access must be given to children of essential
workers, vulnerable and disadvantaged children, and previously enrolled
children.


Early Childhood Education and Care COVID-19 Frequently Asked Questions
Child Enrolments, Attendance and Absences
What if I need to amend a session report for a session of care prior to 6 April 2020?
After 28 June 2020, providers will be able to submit sessions of care for
periods prior to 6 April 2020, and to make resubmissions to correct already
submitted sessions.
These submissions and resubmissions will be monitored to ensure providers
remain compliant with legislation.


Early Childhood Education and Care COVID-19 Frequently Asked Questions
Family Day Care and In Home Care
Are Family Day Care and In Home Care educators being asked to take a 50 per cent pay cut?
No, Relief Package payments to providers are based on the lower of 50 per cent
of service fee revenue or 50 per cent of the Child Care Subsidy hourly rate
cap, based on the fortnight before 2 March 2020.
However, educators may also be eligible for the fortnightly JobKeeper Payment
to cover their wage.
If a Family Day Care or In Home Care educator is not eligible for the
JobKeeper Payment then they may be eligible for an Exceptional Circumstance
Supplementary Payment.


Early Childhood Education and Care COVID-19 Frequently Asked Questions
Early Childhood Education and Care Relief Package–information for providers and services
How do we respond to families who had previously taken their children out of care for health and safety reasons who now wish to return their child to care?
Under the Early Childhood Education and Care Relief Package, services must
prioritise care to children of essential workers, vulnerable and disadvantaged
children, and children who were previously enrolled.
Where services choose to accept new enrolments and increase attendance where
parents request it, they are able to apply for Exceptional Circumstance
Supplementary Payments, where the current level of attendance is higher than
the reference period, to meet the demand for child care up to their service’s
full capacity.


Early Childhood Education and Care COVID-19 Frequently Asked Questions
Exceptional Circumstance Supplementary Payment – JobKeeper ineligibility – information for providers and services
My service is currently experiencing higher hours of attendance than during the reference fortnight and I have had to employ additional staff. Can I receive a higher Exceptional Circumstance Supplementary Payment?
Exceptional Circumstance Supplementary Payments made on the basis of JobKeeper
ineligibility are designed to allow services to continue to pay the staff who
worked during the reference fortnight. Services who are currently experiencing
higher hours of attendance may be eligible for an Exceptional Circumstance
Supplementary Payment on the basis of higher demand. Applications for this
payment can be made through the form.


Early Childhood Education and Care COVID-19 Frequently Asked Questions
Child Enrolments, Attendance and Absences
What if a child is absent on their last day of enrolment?
If an enrolment ends on or prior to 5 April 2020, and the child is absent on
the last day, normal absence rules apply. That is, if a family has confirmed
their child’s last day at a service, but that child does not attend their last
booked session(s) of care, no Child Care Subsidy (CCS) will be paid for any
days after the child’s last physical attendance at the service.
If absences are reported in the above circumstances and CCS has been
previously paid, these amounts will be recovered from the service once the
enrolment ceases.
If a child is absent on their last day of enrolment in the period between 6
April 2020 and 28 June 2020, the CCS amount which has been paid to the service
will not be recovered from the service or the family.
For example, if the child ceases their enrolment on 8 April 2020, and has been
absent for the two weeks immediately prior to this date, the CCS amount which
has been paid to the service over the period up to 8 April 2020, will not be
recovered from the service or the family.


Early Childhood Education and Care COVID-19 Frequently Asked Questions
Community Child Care Fund
I have already submitted a Community Child Care Fund Special Circumstances Grant Opportunity application prior to when the Early Childhood Education and Care Relief Package was announced. What happens next?
Applications that were received on or before 9:00 am on 3 April 2020 are being
considered. The outcomes for these applications will be announced as soon as
possible.


Early Childhood Education and Care COVID-19 Frequently Asked Questions
Exceptional Circumstance Supplementary Payment – JobKeeper ineligibility – information for providers and services
My service is eligible for an Exceptional Circumstance Supplementary Payment on the basis of ineligibility for JobKeeper. How do I apply?
Services seeking an Exceptional Circumstance Supplementary Payment should
complete an online form.
As part of the application form, you will need to upload a completed payment
spreadsheet. This is what the department will use to calculate your
eligibility and payments. You may choose to complete the
spreadsheet before beginning the online
application form to give you more time to compile and check your responses.
This spreadsheet records the hours for which staff were paid during the
reference period (17 February to 1 March 2020). In completing this
spreadsheet, you will also need to confirm these staff were still employed as
at 18 May 2020 and declare where you are eligible for JobKeeper for this staff
member.
Before submitting your application, you are legally required to obtain
permission from all employees who worked during the reference period to
provide their personal information to the Australian Government Department of
Education, Skills, and Employment, the Australian Taxation Office, and
Services Australia. You will need to keep records of this permission.


Early Childhood Education and Care COVID-19 Frequently Asked Questions
Early Childhood Education and Care Relief Package–information for providers and services
How will I receive the payment?
The payment will be paid into your child care service bank account. This is
the same bank account that Child Care Subsidy is currently paid into.


Early Childhood Education and Care COVID-19 Frequently Asked Questions
Early Childhood Education and Care Relief Package and the Exceptional Circumstance Supplementary Payment—information for providers and services
My Centre Based Day Care service is not eligible for the JobKeeper Payment. Am I eligible for an Exceptional Circumstance Supplementary Payment?
The Government has expanded the categories of providers that may apply for the
Exceptional Circumstance Supplementary Payment. These include some providers
that are not eligible for the JobKeeper Payment, including non-government
schools, large charities/not-for-profit organisations, and services that have
30 per cent or more full-time equivalent current employees that are not
eligible for JobKeeper. State and local government run and not-for-profit
providers are not eligible to apply.
Services associated with non-government schools should now be receiving a
weekly Exceptional Circumstance Supplementary Payment as well as a separate
payment to cover the period from 6 April. If you are a service associated with
a non-government school that is not eligible for JobKeeper and you have not
received an Exceptional Circumstance Supplementary Payment, you should contact
the department at
ECECreliefpackage@dese.gov.au.
Large charities/not-for-profit organisations should have now been contacted by
the department to confirm JobKeeper ineligibility. Once confirmed you should
receive a weekly Exceptional Circumstance Supplementary Payment as well as a
separate payment to cover the period from 6 April.
Services that have 30 per cent or more full-time equivalent current employees
that are not eligible for JobKeeper must apply to the department.


Early Childhood Education and Care COVID-19 Frequently Asked Questions
Child Enrolments, Attendance and Absences
What is the out of pocket fee waiver?
Ordinarily, when Child Care Subsidy operates, providers are required to
recover the out of pocket fees from families, even if the child is absent from
care. Due to the impact of COVID-19, the sector has reported significant
decreases in attendance. To support families and the sector, for the period 23
March to 5 April 2020, providers were able to waive out of pocket fees for
families where a service remained open, but children were absent.


Early Childhood Education and Care COVID-19 Frequently Asked Questions
Information for families
Where can I find COVID-19 information on preschool and kindergarten?
Preschool is primarily a state and territory responsibility and preschool
systems vary across jurisdictions. Because of this, preschool-related
information in the context of COVID-19 is provided at a state and territory
level. More information for families and parents of preschool and kindergarten
children is available at Universal Access to Early Childhood
Education.


Early Childhood Education and Care COVID-19 Frequently Asked Questions
Information for families
What are the Early Childhood Education and Care Relief Package payments?
The payments under the Early Childhood Education and Care Relief Package
support child care services (including Centre Based Day Care, Family Day Care,
Outside School Hours Care and In Home Care). Due to the impact of COVID-19,
the early childhood education and care sector has reported significant
decreases in attendance and enrolments. These payments will ensure services
can remain open, and families who need it can access care.
The payments are made in lieu of any Child Care Subsidy and Additional Child
Care Subsidy.


Early Childhood Education and Care COVID-19 Frequently Asked Questions
Information for families
What should I expect when commencing a new enrolment?
The process for families to enrol their child in a child care service has not
changed with the introduction of the Early Childhood Education and Care Relief
Package payments.
Your child care provider will help you to enrol your child under the care
arrangement that best suits your circumstances. For the majority of families
there are three types of care arrangements available:

Complying Written Arrangement–for families who intend to receive Child Care Subsidy or Additional Child Care Subsidy once the Relief Package payments cease.
Relevant Arrangement–for families who would otherwise not be eligible for Child Care Subsidy or Additional Child Care Subsidy.
Organisation Arrangement–if a third party pays your child care fees.

To help your provider enrol your child, it is particularly important you
provide the correct Customer Reference Number (CRN) and date of birth for both
yourself and your child.
For any kind of arrangement, your child care provider will submit an enrolment
notice, and you will receive a notice from Services Australia requesting you
review and check the enrolment details.
This can be done in your Centrelink Online account through
myGov or the Centrelink Express Plus mobile app.


Early Childhood Education and Care COVID-19 Frequently Asked Questions
Early Childhood Education and Care Relief Package–information for providers and services
What do I have to do to receive the Early Childhood Education and Care Relief Package payment?
In order to receive the payment you must:

remain open and provide sessions of care to at least one child, unless closed on public health advice or advice by a State Regulatory Authority for COVID-19 health and safety reasons
ensure families are not charged a fee, including an out of pocket or gap fee for sessions of care provided
continue and prioritise care to essential workers, vulnerable and disadvantaged children and previously enrolled children
continue to record attendance of children
where children enrol at a service who otherwise would be considered ‘at risk’ for the purposes of Additional Child Care Subsidy (ACCS) (child wellbeing), services are required to make a referral to an appropriate support agency as per the existing ACCS (child wellbeing) referral requirements
comply with all other provider obligations including the National Quality Framework and other relevant conditions of approval under Family Assistance Law.

You do not need to apply. Payments will be made automatically on a weekly
basis unless otherwise notified by the department.


Early Childhood Education and Care COVID-19 Frequently Asked Questions
Early Childhood Education and Care Relief Package and the Exceptional Circumstance Supplementary Payment—information for providers and services
What tips are there for completing the Exceptional Circumstance Supplementary Payment application?
Within the first four weeks of operation of the Relief Package, services can
only be assessed as eligible for an Exceptional Circumstance Supplementary
Payment once. After the first four weeks, arrangements will be reviewed and
any changes will be communicated to providers. Where a service’s application
is rejected due to inaccurate or incomplete information the service can
reapply within the four weeks. Services are encouraged to read the supporting
information and the examples provided at relevant questions when completing an
application.
If your application is inaccurate or incomplete it will be rejected and you
will need to reapply to be considered for an Exceptional Circumstance
Supplementary Payment. Common reasons for rejection include:
Invalid applications
Where there are errors in critical identification or registration details the
department is unable to process the application. Invalid applications will be
rejected and services will need to reapply to be considered for an Exceptional
Circumstance Supplementary Payment.
Common errors include:

Provider Customer Reference Number (CRN) and Service CRN used are the same, are not linked OR are entered incorrectly.
PRODA ID used does not belong to the person completing the application OR has been entered incorrectly. The PRODA ID must be the ID of the person with management and control who is completing the application.
Business or service registration IDs used have not been able to be verified.

Insufficient evidence
Applications that do not include enough evidence to support the claim will not
be approved and services will need to reapply to be considered for an
Exceptional Circumstance Supplementary Payment.
Common errors include:

not attaching evidence
evidence that is not linked to attendance
evidence that is not linked to hours of care provided in current period
evidence is about future demand not current hours of care; or
claims for more children attending than are currently enrolled at a service.

All services must continue to record attendance for the children in their
care. If a service is doing this through their third party software, the
reports from this software can be used as evidence. This would show the
enrolment IDs, attended hours and session hours.
When preparing supporting documents, personal information including names and
dates of birth must be redacted. Multiple attachments can be provided in a zip
file.
Incorrect information
Where a service finds they have made a mistake on an application after it has
been submitted, this cannot be corrected without submitting a new application.
Corrections lodged via email cannot be considered.
Common errors include:

Current number of children entered as a fortnightly figure rather than weekly.
Current number of children taken from enrolment numbers not attendances.
Current hours of care reflected as weekly figures rather than fortnightly.
Current hours of care reflected as the difference between previous and current hours rather than total new hours of care.


Early Childhood Education and Care COVID-19 Frequently Asked Questions
Child Enrolments, Attendance and Absences
Can families who have children enrolled under a Relevant or Organisational Arrangement attend a service receiving payments under the Relief Package for free?
Yes, for the duration of the Relief Package.


Early Childhood Education and Care COVID-19 Frequently Asked Questions
Exceptional Circumstance Supplementary Payment – JobKeeper ineligibility – information for providers and services
How much will services receive under this Exceptional Circumstances Supplementary Payment?
Payments will be calculated on a case by case basis and will depend on the
numbers of full-time equivalent staff ineligible for JobKeeper who are still
employed by the service.


Early Childhood Education and Care COVID-19 Frequently Asked Questions
Exceptional Circumstance Supplementary Payment – JobKeeper ineligibility – information for providers and services
Can I apply for multiple services at the same time?
For this Exceptional Circumstances Supplementary Payment, an individual
application must be submitted for each service. Applications cannot be made at
the provider level. At this stage, there is no separate process for providers
with multiple services.


Early Childhood Education and Care COVID-19 Frequently Asked Questions
Early Childhood Education and Care Relief Package–information for providers and services
Can I ask for a different reference period for my payments to be based on?
No, but a service can seek Exceptional Circumstance Supplementary Payments in
exceptional circumstances.


Early Childhood Education and Care COVID-19 Frequently Asked Questions
Exceptional Circumstance Supplementary Payment – JobKeeper ineligibility – information for providers and services
How will payments be made?
If approved, payments will be made to your service’s nominated bank account as
part of your weekly Relief Package payment. A one-off payment may also be made
with payments backdated to 18 May 2020.


Early Childhood Education and Care COVID-19 Frequently Asked Questions
Early Childhood Education and Care Relief Package–information for providers and services
The 50 per cent calculation is derived from a two week period, but paid weekly. Is the first week payment derived from the 1st sample week and the second week payment derived from 2nd sample week, or is it averaged for the sample fortnight and split out for the weekly payment?
The reference fortnight is as follows:

For an Outside School Hours Care Service (OSHC) that provides only vacation care–the fortnight starting on the first Monday of the school holidays between school Term 3 and Term 4 in 2019 in the state or territory in which the service is located.
For all other services–the fortnight starting 17 February 2020.
Note: where a service charged fees for only part of the fortnight starting 17 February 2020, or in the school holidays between Terms 3 and 4 in 2019, an Exceptional Circumstance Supplementary Payment will be made in accordance with these rules.

For example

An OSHC service that operates in New South Wales provides only vacation care. Therefore, their reference period is 30 September 2019 to 13 October 2019.

For example

An OSHC service provides both vacation care and before and after school care. Their reference period is from 17 February 2020 to 1 March 2020.

For example

An OSHC service operating in New South Wales providing only vacation care, charged fees for one week in the school holiday period between Terms 3 and 4 in 2019. However, the reference fortnight for the service does not change, meaning that the base weekly amount for the provider of the service that is calculated under the Rules, would be effectively half of the amount it would be if the service had operated for the full reference fortnight, instead of only one week. However, the provider of the service will receive an Exceptional Circumstance Supplementary Payment to adjust for the week.

The payment amount will be determined based on the total fees charged by the
service during a reference fortnight and the reference hourly fee (up to
hourly rate cap) for a session of care.
For example
On the fortnight starting 17 February 2020, a Centre Based Day Care service
(CBDC) had 20 children attending the service. Each child attended 10 sessions
of care for the fortnight (or five per week) and were charged $100 for a 10
hour session (meaning the hourly fee was $10). This example assumes that all
of the children were charged the same amount for the same session lengths. For
that fortnight, the service’s total fees charged were $20,000 (or $10,000 per
week).
The payment this service will receive is worked out below:

the service’s hourly reference fee is $10 (because it is lower than the CBDC hourly rate cap)
$10 hourly fee x 50 per cent = $5 paid per hour
$5 x 10 hour session = $50 paid per session
$50 x 20 children x 5 sessions per week = $5,000 paid per week.

For example:
On the fortnight starting 17 February 2020, a CBDC service had 20 children
attending the service. Each child attended 10 sessions of care per fortnight
(or five per week) and was charged $130 for a 10 hour session (meaning the
hourly fee was $13). This example assumes that all of the children were
charged the same amount for the same session lengths. For that fortnight, the
service’s total fees charged were $26,000 (or $13,000 per week).
The payment is worked out below:

the service’s hourly reference fee is $11.98 (because their hourly fee is above the CBDC hourly rate cap at $13)
$11.98 x 50 per cent = $5.99 paid in business continuity per hour
$5.99 x 10 hour session = $59.90 paid in business continuity per session
$59.90 x 20 children x 5 sessions per week = $5,990 paid to the service per week.

The reference fortnight is as follows:

For an OSHC service that provides only vacation care–the fortnight starting on the first Monday of the school holidays between school Term 3 and Term 4 in 2019 in the state or territory in which the service is located.
For all other services–the fortnight starting 17 February 2020.
Note: where a service charged fees for only one week of care during the fortnight starting 17 February 2020, or in the school holidays between Terms 3 and 4 in 2019, an Exceptional Circumstance Supplementary Payment will made in accordance with these rules.

For example:

An OSHC service that operates in New South Wales provides only vacation care. Therefore, their reference period is 30 September 2019 to 13 October 2019.

For example:

An OSHC service provides both vacation care and before and after school care. Their reference period is from 17 February 2020 to 1 March 2020.

For example:

An OSHC service operating in New South Wales providing only vacation care, charged fees for one week in the school holiday period between Terms 3 and 4 in 2019. However, the reference fortnight for the service does not change, meaning that the base weekly amount for the provider of the service that is calculated under the Rules would be effectively half of the amount it would be if the service had operated for the full reference fortnight, instead of only one week. However, the provider of the service will receive an Exceptional Circumstance Supplementary Payment to adjust for the week.

The reference hourly fee for a session is 50 per cent of the lower of:

the hourly fee for the session; or
the relevant Child Care Subsidy hourly rate cap.

For example:

a CBDC service charges $100 for a 10 hour session of care. Therefore, their hourly fee is $10 per hour ($100 ÷ 10 = $10)
The CBDC hourly rate cap is $11.98
The reference hourly fee is the hourly fee ($10) because it is lower
50 per cent of the hourly session fee is $5 ($10 x 50 per cent = $5).

For example:

a CBDC service charges $130 for a 10 hour session of care. Therefore, their hourly fee is $13 per hour ($130 ÷ 10 = $13)
The CBDC hourly rate cap is $11.98
The reference hourly fee is the CBDC hourly rate cap ($11.98) because it is lower
50 per cent of the hourly reference fee is $5.99 ($11.98 x 50 per cent = $5.99).

*[OSHC]: Outside School Hours Care


Early Childhood Education and Care COVID-19 Frequently Asked Questions
Child Enrolments, Attendance and Absences
Am I still expected to record/store the attendance information of children at my service (for example 'in and out times')?
Yes, you must still record the attendance information, such as in and out
times, for children that attend your service. This can either be stored
electronically, or by other means. You must also give families statements of
sessions of care provided.


Early Childhood Education and Care COVID-19 Frequently Asked Questions
Exceptional Circumstance Supplementary Payment – JobKeeper ineligibility – information for providers and services
What evidence do I need to provide?
You will need to provide a copy of your Payroll for the reference fortnight,
the two weeks from the 17 February to 1 March 2020. This will need to show the
names of all the staff who were paid, their hours worked, their Payroll ID,
and Tax File Number. All other information including actual wages, should be
redacted.
You will need to confirm which employees who were paid during the reference
fortnight, are still employed and are eligible for JobKeeper for your service.
The department may verify the information you provide with data from the
Australian Taxation Office and Services Australia.
Providing false information may result in the imposition of sanctions,
including cancellation of service's approval, as well as civil penalties and
criminal prosecution.


Early Childhood Education and Care COVID-19 Frequently Asked Questions
Family Day Care and In Home Care
Can Family Day Care and In Home Care providers apply for an Exceptional Circumstance Supplementary Payment for their educators who are not eligible for the JobKeeper Payment because they didn’t have an ABN?
Providers of Family Day Care (FDC) and In Home Care (IHC) services, who are
not run by state or local government, may apply for Exceptional Circumstance
Supplementary Payments on behalf of contracted sole trader educators.
To be eligible for an Exceptional Circumstance Supplementary Payment, the
following conditions must be met:

educators must be currently contracted to the service and have provided care during the reference period
educators must not have had an ABN on 12 March 2020 (those educators with an ABN should apply individually for JobKeeper payments)
these educators must have applied for an ABN by 1 June 2020; and
only one provider can apply on behalf of each educator (even if they work for more than one service).

In an application on behalf of contracted sole trader educators, providers
will be required to supply either:

the educator’s ABN, or
the date of the educator’s application for an ABN and the Australian Taxation Office receipt number.

Applications without this information cannot be considered.
Providers of FDC and IHC services receiving this Exceptional Circumstance
Supplementary Payment must pass on the payment in full to their eligible
educators.
Information collected for the purposes of calculating the amount of
Exceptional Circumstance Supplementary Payment will be shared with the
Australian Taxation Office and Services Australia for verification checking.


Early Childhood Education and Care COVID-19 Frequently Asked Questions
Inclusion Support Program
My service receives funding from the Inclusion Support Program to support the inclusion of children with additional needs. Can Inclusion Development Fund payments still be claimed through the Inclusion Support Portal?
For care provided from 6 April 2020 services should claim all Inclusion
Development Fund (IDF) claims hours as ‘non face-to-face’ hours, including the
actual attendance of the case child and approved non face-to-face hours.
The department has changed the Inclusion Support Portal to notionally increase
the ‘Additional non face-to-face hours’ for each case to allow services to
claim IDF payments without the attendance records in the Child Care Subsidy
System.
Note that this is a system change to facilitate payments only. There is no
change to the actual allowable non face-to-face hours in each case. Services
are only eligible for IDF for the hours of actual attendance and the approved
number of non face-to-face hours as set out in their funding letter, per
Section 11.1.1 of the Inclusion Support Program Guidelines.
If services receive an error when claiming they should contact the IDF Manager
at idfm@ku.com.au.
Services will still need to record attendance and these will be checked by the
department to verify IDF claims.
Services can continue to submit new applications for Inclusion Support Program
funding under the updated ISP Guidelines that were published on 30 March 2020.
This IDF payment mechanism is expected to be in place for the duration of the
Early Childhood Education and Care Relief Package arrangements.
For more information on ISP visit education.gov.au/inclusion-support-program-
isp.
*[ISP]: Indigenous Support Program


Early Childhood Education and Care COVID-19 Frequently Asked Questions
Family Day Care and In Home Care
Can we receive more than the 50 per cent Early Childhood Education and Care Relief Package?
Family Day Care (FDC) and In Home Care (IHC) services are already coping with
a surge in enrolments as essential workers have sought flexible child care
options for their preschool-aged children and their primary school-aged
children who are no longer going to school.
Additionally, in recognition of the higher costs associated with IHC sessions
of care, providers will be eligible for an Exceptional Circumstance
Supplementary Payment of 20 per cent of the weekly payment calculated on the
reference fortnight base rate. This payment will be made from 18 May 2020. IHC
providers do not need to apply for this payment as it will be made
automatically.
Where a service is providing additional care compared to the reference period
they can apply to receive the Exceptional Circumstance Supplementary Payment.
The form is available at
dese.gov.au/covid-19/childhood.
IHC providers, or large providers (those with 50 or more services), should
email ECECreliefpackage@dese.gov.au to
request a service-level spreadsheet to complete. This streamlined process is
available to IHC and large providers even if not all services are eligible for
Exceptional Circumstance Supplementary Payments.
Providers who receive this Exceptional Circumstance Supplementary Payment must
tell the department if their income goes up for any reason. This includes if
you have access to additional state or local government assistance. Please
provide details regarding this additional support to
ECECreliefpayment@dese.gov.au and put
the relevant application ID number in the email subject header.
If a FDC/IHC service has already made an application through the exceptional
circumstance process, the department will be in contact with them shortly to
request further information about those educators (sole trader contractors)
who are not eligible for the JobKeeper Payment. Confirmation and evidence will
be sought that all relevant educators have applied for an ABN before any
additional payment can be assessed.