family-day-care-payments-faq

www.windermere.org.au

FAMILY DAY CARE PAYMENTS - FREQUENTLY ASKED QUESTIONS Q: How do I pay Windermere for my family day care fees?

A: Families are required to sign up to the Hub Debit system through HubWorks! to make payments for family day care fees. You will receive an invoice direct to your email inbox each fortnight and can choose to have the payment direct debited from your nominated account or you can schedule the payment yourself within HubWorks!

Q: I am concerned about putting in my bank/credit card details, is it safe?

A: Once you enter your bank or credit card details into HubWorks! through the Hub Debit system, no one at Windermere has access to see these details. We see the first two and last two digits of your bank account or credit card, the rest appear as XXXX. Your details are secure and protected within HubWorks! and will only ever be used for the payment of your family day care fees.

Q: I don’t want to have my fees directly debited from my account, what can I do?

A: Each fortnight we will issue you with an invoice for your family day care fees. Once you sign up for Hub Debit your fees will automatically be debited from your nominated bank or credit card account. However, if you don’t want the fees directly debited from your account, please let us know so we can update the system from our end. You then have the ability through Hub Debit to go in and schedule a one off payment each fortnight to pay your account.

Please note you MUST advise us if you do not want to be direct debited. You can send an email to enquiriesECECS@windermere.com.au Please include your full name and the name of your child in the email. Thank you.

Q: How do I schedule my own payment through Hub Debit?

A: If you have advised us that you don’t want your fees directly debited, you can go into HubWorks! and schedule a payment at any time. Select the little cog wheel image on the top right hand side of your page (as shown below) and select ‘Make a Payment’.

January 2016

www.windermere.org.au

You will then be directed to a page that looks like this:

Enter in the amount you want to pay, schedule the date you want to make the payment (this cannot be on the same day you are scheduling the payment so it needs to be at least one day in advance) and then select the ‘Pay’ button.

Q: When will Windermere provide me with an invoice and debit my account?

A: We will issue invoices to families every fortnight, generally on a Wednesday, and process direct debits to your nominated account on a Friday. Please note that processing can take up to two business days (which means payment may not actually come out of your account until the Monday or Tuesday) so please ensure you leave enough funds in your account.

Q: I won’t have money in my account when you schedule payments so can I change the day you debit me?

A: Yes. If you let us know what day you want your fees to be debited from your account we can ensure that it is processed for that particular day (keeping in mind it may take up to two business days after that to actually come out of your account). To change your payment day, please contact Velina on 5943 7814 or email enquiriesECECS@windermere.org.au with your name, your child’s name, and the day you want your payments to be directly debited.

If you are scheduling your own payments (please let us know if you’re doing this) you have the option to choose any day to make a payment. Please keep in mind that in alignment with our fee policy all fees must be paid within seven days of receiving an invoice. As processing takes up to two business days, if you have not made payment within seven days and do not make payment by midnight on the Thursday prior to your next invoice being issued, your payment may not appear on the invoice when it is issued to you.

January 2016

www.windermere.org.au

Q: Why do I have to pay fees for using Hub Debit?

A: Hub Debit is integrated with IntegraPay which is a third party company who process the payments on our behalf through HubWorks! the software package we use to administer our family day care program. The processing fees are fees set by IntegraPay and are not those issued or kept by Windermere.

If you choose a bank account as the payment method for your fees you will incur a 75 cents transaction fee for each payment that is processed. If you pay for care every fortnight in a year the total annual fee will be $19.50. Credit cards incur an additional fee of 0.9% of your total payment amounts.

Q: I am having difficulties using HubWorks!, what do I do?

A: Families accessing HubWorks! through Internet Explorer have experienced some issues so we recommend you use the Google Chrome or Manilla Firefox internet browsers to log in and use HubWorks! If you continue to experience issues with HubWorks! using these browsers please contact Velina on 5943 7814 who will assist you.

Q: My family day care invoice is wrong, what do I do?

A: If you notice any errors with your invoice please contact Velina on 5943 7814 as soon as possible. With the HubWorks! program we are able to rectify any errors, resubmit your child’s attendance and issue you with a new invoice, usually within two to three business days.

January 2016