CWA FAQ

Complying Written Agreements - your questions answered!

 

  • Families have not received their CWAs?

If you have families that haven't received their CWA:

  1. Firstly, ensure that parents are logging into the primary carer's account. If they don't know who the primary carer is they can ask the centre admin. Ensure also that they are using a computer, rather than a mobile to login to web.myxplor.com
  2. Secondly, ensure they are using Google Chrome as a web browser as this works best for Xplor. 
  3. Thirdly, if you have checked the above:
    • Go to their CWA in "Child Care Subsidy" > "Government Enrolments" > Search for the child’s enrolment > Click on "+ Actions" > From the drop down list click on "Update Enrolment Schedule" and check all the details on the enrolment.
    • Once sure it is correct, click "Save" and "Done". This will update the CWA and the parent can then login to web.myxplor.com. You may need to allow some time for the changes to reflect on the parents profile.
  4. Lastly, please check that the internet is working on your computer. You can do this by turning off and on your wifi or logging out and back into your Xplor account. 
  5. If you have done all this and you are still having issues, please let the support team know the username and password of the primary carers account, so we can check if it is a technical issue and then pass it to the tech team. 

 

  • CWA is not showing up for parent?

Are they trying to access Xplor through an iPad or Tablet? We have had issues with CWAs where people are not using a computer with Google Chrome as the web browser. 

Also, please ensure they are using the primary carers account to log in, as this is the only account where CWAs will appear. 

You can re-release the CWA to the individual parent by updating it via these steps:

  • Go to their CWA in "Child Care Subsidy" > "Government Enrolments" > Search for the child’s enrolment > Click on "+ Actions" > From the drop down list click on "Update Enrolment Schedule" and check all the details on the enrolment.
  • Then click "Save" and "Done". This will update the CWA and the parent can then login to web.myxplor.com. Please allow time for the changes to reflect on the parent profile.

Lastly, if you have tried all the steps above, you can provide the support desk with the primary carers username and password, so we can try logging into their account and evaluate if it is a tech issue that needs escalating. 

 

  • The information on the CWA is wrong? The bookings are wrong?

If the parent is viewing the booking schedule through a tablet or a mobile phone this can disturb the view of the booking schedule and make bookings appear on days that are wrong. Please check the CWA on a computer where possible. 

If they are already using a computer, the centre admin can check that bookings are correct by going to:

"Child Care Subsidy" > "Government Enrolments" > Search for the child’s enrolment > Click on "+ Actions" > From the drop down list click on "Update Enrolment Schedule" and add or remove booking sessions from the calendar. Then click "Save" and "Done".

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Once saved, the parent should be able to login to the primary carers account at web.myxplor.com and agree to the corrected CWA.

Note: Please allow some time for CWAs to update on parents accounts, once changes are made by the centre admin. 

Lastly, if you believe there is a technical issue please provide the support desk with the primary carers login details (username and password) and we can check their account to see what is occurring.

 

  • What period does the bookings on the CWA represent?

The CWA represents the average week or two week period of attendance for a client. It does not have to be exactly the same as the past week or two weeks of attendance.

If the parent wants to change what is in their booking schedule, the centre admin can adjust it for the client. Please remember that the parent will have to sign the adjusted CWA if changes are made.

Go to:

"Child Care Subsidy" > "Government Enrolments" > Search for the child’s enrolment > Click on "+ Actions" > From the drop down list click on "Update Enrolment Schedule" and add or remove booking sessions from the calendar. Then Click "Save" and "Done". This will automatically update the parents CWA on their account. 

Parent will have to login to the primary carers account online at web.myxplor.com to sign the adjusted CWA. 

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  • The parent date of birth is wrong? Or Child DOB? CRN?

Please update this on the parent or child profile:

Go to "Profiles" > "Children" > "Parent/Guardian" tab > Edit information > Press "Save" at the bottom of the screen to cement these changes. 

Allow time for the system to update the CWA with these changes. 

  

  • How to release adjusted CWAs to parents?

Updated CWAs will be automatically available to parents once the centre admin has saved changes made to the CWA. Go to:

"Child Care Subsidy" > "Government Enrolments" > Search for the child’s enrolment > Click on "+ Actions" > From the drop down list click on "Update Enrolment Schedule" and add or remove booking sessions from the calendar. Then Click "Save" and "Done".

There is no release button. "Save" and "Done" will update the CWA on the parent portal.

There may be a delay in changes reflecting on the parents CWA especially if the internet is slow. Please allow some time for the system to update the CWA with these changes. Further please ensure the parent is using the primary carers account to login, as well as, a computer with Google Chrome as the web browser. 

 

  • Will I need to sign CWAs for future bookings come July 2nd?

If bookings have changed considerably after 6 weeks, a new CWA will be required to be signed by the family confirming those changes. If there have been no considerable changes, a CWA won't need to be signed. 

If it is a casual booking a new CWA won't be needed to be signed. 

 

  • Disputed CWAs?

If the CWA was accidentally disputed, please get the family to contact Centrelink to get it resolved.

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  • What steps should I complete before I release my CWAs to my parents? 

  1. First you should, check your fees in "Settings" > "Service Settings" > select "Service" > "Fees". Ensure that any holiday fees or staff discount fees are set to 'Admin Only' so your families cannot see these fee options. 
  2. Ensure that every child in Xplor has six weeks of bookings from July 2
  3. Go through your CCS enrolments in "Child Care Subsidy" > "Government Enrolments" to check that children with fortnightly bookings have their bookings set out on the correct weeks. Week 1 of the fortnight is July 2 and Week 2 of the fortnight is July 9. You can check schedules by clicking "+ View approved enrolment schedule" and make changes by going to "+ Actions" > "Update Enrolment Schedule" > Make changes > Press "Save" and "Done".
  4. If any children receive discounts, e.g. staff discounts, this has to be added to their individual CWA under "Additional Conditions" . This is accessible through "Child Care Subsidy" > "Government Enrolments" > Search for the child > Enter against their CCS Enrolment. 
  5. Once these steps have been completed, you can release your CWAs through "Child Care Subsidy" > "Government Registrations".

 

  • How can parents access their CWAs once they have been released?

Parents will need to login to their parent portal at web.myxplor.com/ to agree to their CWAs. Once they have completed this step we will be able to start estimating their subsidy, if they have confirmed their enrolment in MyGov and completed their activity assessment.

 

  • CWA Bookings on a Saturday?

If parents are viewing their CWAs on their mobile phone browsers or in certain computer browsers the CWA bookings will appear in list form rather than in rows.

 
Please note: there cannot be bookings on Saturdays for Xplor CWAs. Please inform your parents that the bookings appear below the days they correspond to.
 
If parents are feeling anxious you could invite them to view their CWAs at your childcare centre on the computer you use to access Xplor on Google Chrome. This way you can verify the reported CWA errors.
 
  • How do I check which families have not yet approved their CWAs?

Go to "Child Care Subsidy" > "Government Enrolments". Type "Warning" into the search bar to view children whose parents have not yet agreed to their CWAs or done their activity tests in MyGov. The families will appear below the search bar. 
 

Click here if you have more CWA questions and here for the latest release notes on CWAs.

Click here for common CWA warning messages.

Download Xplor's Free CWA Guide for Childcare Services 

Interested in starting your ChildCare management system migration today?

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