Parent Support
One place for help with lessons, tutor matches, payments, privacy and student wellbeing.
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When you can reach us
Our contact hours are Monday to Friday, 9 am to 10 pm Melbourne time, excluding Victorian public holidays. Melbourne time follows local daylight-saving changes. In our policies, a business day means a weekday that is not a Victorian public holiday.
We normally acknowledge routine enquiries within one to two business days. If a matter needs more time, we will explain the next steps and keep you updated. Parent Support is handled by the business owner; you do not need to choose between separate departments.
Lesson changes and concerns
For a cancellation or rescheduling request, message your tutor in writing at least 24 hours before the lesson. If you cannot reach them, use this form and keep a copy of your notice. For a tutor change, payment query, refund or complaint, contact Parent Support directly.
Describe the issue and the outcome you would like. We will consider the information, explain our decision and offer a review if you disagree. You remain free to contact a consumer regulator or use any other available remedy.
Student safety and urgent help
If someone is in immediate danger, call 000. This form is not monitored as an emergency service. A safety concern will be assessed promptly when identified; do not wait for a routine response before contacting an appropriate authority.
You can submit a safety concern anonymously. If the concern involves the business owner or the person handling Parent Support, you may contact police, child protection or the relevant regulator directly. The person involved must not decide their own complaint.