ATB

As a user of one of the After the bell programs we were notified on 23/08/17 that closure would be 22/09/17 this is less than a calendar month and works out to be 4 weeks and 3 days notice. We were advised at this time that After the Bell (OSHcare) had been looking at the sustainability of running the after school care for “years” prior to closure yet the parents were never advised of the situation until it came time to close. The parents of these particular programs now face the prospect of having to pay $47 a session at the only day care centre in town that offers after school care or we have to find some way of getting our children the 11.9km to another provider in another town or we have entertain the other option of having to disrupt our children's education and actually change the school altogether. To add to this insult After the Bell gave the impression that the closure is a result of actions by our School ( they would not assist with funding), your company should feel ashamed. The school is a government run school funded by tax payers it is not an after school care provider, that is what your company is supposed to provide, a company that has already got government funding but the way of parents fees being reduced with CCB/CCR.According to a parent that was involved in the initial start of the program at our school four years ago, this company (when it was OSHcare) gave an undertaking that they were there for the long haul" as this was a required service. Now we have been advised it has taken 3 to 4 years to come to this decision!So after all this stress and upset

Never have I written a negative review for any company or service I have used but ATB is NEXT LEVEL HORRIBLE. We have used several OSHC programs and ATB extends appalling customer service. Having to speak to them over the phone (which has been a common occurrence in the 6 months we used them) is a complete nightmare. Although contempt drips from the voices of staff over the phone, I genuinely feel sorry for them that they are clearly not given direction, coaching or training in how to provide good (or even close to reasonable!) customer service.Besides the lack of personable service, ATB makes it extremely difficult to complete the most simple of tasks such as updating enrolment information. They are far behind the rest of the industry in meeting even basic technical operation and support.Also, quite bizarrely, ATB had a falling out with my child's school and the emails they sent us explaining they would no longer be supplying OSHC were childish and unprofessional.From a parent point of view, I urge any other family or school thinking of using ATB as their provider to take a look at other options. I don't have one good thing or one positive experience to report for this company.

What a horrible service. I am talking about the staff at head office - very rude, uncooperative and unprofessional. I would not have given 1 star it doesn't deserve it. I wouldn't use this service if I didn't have to but like most parents I have to work & this is the only service out school uses as we aren't in town.From day one it has been nothing but a nightmare. I have told this to the staff at head office and it falls on deaf ears as per everything else with this company.All the staff at our after the bell service have been great - this review has nothing to do with them. I have made great connections with these lovely people who care for my child however most have now moved on because of how horribly they were treated. I do not blame them.

I accept Cindy's point. Parents get things wrong. We got our info incorrectly in their system and boy are we paying the price. Here is s where I disagree . Six months later it has been excuse after excuse and still not corrected. First they blamed centrelink incorrectly. Then they emailed us the data they had insisting it marched centrelink . WRONG. We even had centrelink tell us how they should fix it. Still nothing. Latest is that it takes 2 weeks to correct out. A quick call to centrelink hotline told us 48 hours AT THE MOST!When I am trying to speak to someone about this time delay, bearing in mind this has dragged on for 6 months the receptionist did not let me speak and yes I raised my voice asking her to let me finish and she slammed the phone down. I called back and she refered to the handbook still not letting me speak. O yes normally I agree with keeping calm with staff however she needs to learn about common courtesy and basic good mannersInept an apathetic admin staff mixed with a dose of rudeness is my experience . So yes let's own our shortfalls Cindy for sure and that includes the admin staff .Six months to fix a clerical error is in no way justifiable.The staff looking after the children however are superb I agree. Both parents and kids love them. Great programs. Holiday program was great too

(-1) star.Worst customer service compared to all other child care services I have availed for last 6 years. As the previous reviews suggest my experience had been the same with the admin staff in head office. They are rude and do not have any customer service skills whatsoever.I have had this experience not once but many times before I was frustrated enough to post a review.

As an employee of this company for nearly 5 years I have the upmost respect for the management. The owner are very supportive of all employees. As the ex co worker poster was very negative and I must say as a trainee doing my qualification I have been support by most of management. In this hard time they have help out keeping all their employees on and the material for the children to have an engaging and learning time is all there and if we are short and buy materials out of our own money it is rembused from the company.The best thing of my role is seeing the children achieve their own goals. So well done ATB you are amazing

Office isn't staffed at 10:30am on a Monday to call in for a cancellation, they've switched to a new app that wouldn't accept my email. I finally get it working and log in and nothing works in the app. It gives an undefined error so I can't call my daughter off from care or note her down as being off from care. This is just downright ridiculous.

The GREEDIEST childcare yet NOT THE BEST SERVICE either. I have 3 children and my 2 older ones are grown ups and went to different after school care with no yearly dramas. My children went to child care but the staff and service were great.I never had issues wherever they went. I also didn't have issues with the Child Care Centres my youngest son went.Unfortunately with After the bell as my youngest after school care, they have the WORST contact service people who has no concern and empathy to parents like me. On his first year, I had issues with the paper works where I was told and confirmed that Enrolment was completed but turned out that there's still some paper works missing. I only found out that there are issues when the staff initially refused to take my son in. During this first year, I saw my son licking the feet of another child and the staff were just there. I had to bring this up to their attention. I also had this incident when my son was hurt by another child who is a lot older than him as there's no area or grouping according to children's needs.On his second year, the same enrolment drama happened again. I was advised by the staff that the same documents sent from the previous year has to be re-sent again which I did but again caused delay. On this year, my so had an incident when he complained about being hurt at the child care but wasn't mentioned to me by the staff. Then there's another incident where my son got hurt again by another kid a lot older than him.Now this year, my enrolment was swift, well I thought. I only had to send the re-enrolment form and got confirmation from them. Unfortunately, I was charged of late re-enrolment fee $30. I wasn't aware of this because I enrolled my son last year in April 2017 and not heard of this charge. They debited my account and unfortunately I wasn't aware of it this time and I wasn't able to transfer funds resulting to a return charge. They then added $20 fee for it. I rang the service and they explained this to me. I asked then if they can waive the $20 as one-off as goodwill but I was asked to email them. I paid the $30 because she also refused to add this to the next debit (with my usage) which is next week. They gave me til 15/03/2017 to pay for the fee for fee charge or else my child won't be able to go to the centre. I then sent an email to the childcare requesting the $20 but they refused and again reiterated to pay the $20 to avoid childcare suspension. To make things worse, when I pick up my son today, my son's name was taken out of the list without informing me. The staff said that I maybe charged on a casual basis because of this.I feel like they are taking advantage of working parents like me who has no other option but to keep to their demands. They have no consideration as they know that I still have to go and use their service as there is no other way possible. If given and option, I will NEVER bring my child to this child care.

The educators at ATB were unfriendly, unprofessional and didn't seem like they wanted to be there. We felt bullied & ostracized. Would not recommend this service to anyone.

Customer service at head office is appalling. But reading all the past reviews this nether new or isolated. Admin is bad and communication even worse. Even when it's clearly their fault(double debited fees) they treat you like it's your fault. If you have a choice do not use.