Last Updated: 1 November 2025

Welcome to Kiddo!

Kiddo is an on-demand platform that instantly connects parents with trusted carers for child care. To keep our community safe, trustworthy, and enjoyable for everyone, we have created these updated Community Guidelines for all users – both Carers and Parents. These guidelines reflect our core values of safety, trust, respect, honesty, reliability, and integrity. They are a living document that we will refine over time to meet the needs of our community. By following these guidelines, you help ensure that every parent, carer, and child has a great and safe experience on Kiddo.

Disclaimer: Kiddo verifies certain information (like IDs and Working With Children Checks) to support a safe community, but parents and carers are ultimately responsible for screening and choosing the right fit for their family or service. Kiddo does not assume responsibility for the actions of users; we provide the platform and tools, but you must exercise due diligence and judgment in all engagements. If you encounter behaviour that breaches these guidelines, please report it. We take trust and safety very seriously – violations may result in content removal, account suspension, or even permanent bans. Thank you for joining us in maintaining a safe, respectful, and positive environment.

Shared Community Values and Expectations (All Users)

We expect everyone on Kiddo – both carers and parents – to uphold the following fundamental principles:

• Safety First: The welfare of children is paramount. Every decision should prioritise keeping kids safe from physical, emotional, or any other harm. If any situation feels unsafe or unlawful, take immediate action to protect those involved.
• Trust and Honesty: Build trust by being truthful and transparent. Be honest about your identity, qualifications, and intentions. Never misrepresent yourself or defraud others on the platform. Honesty creates a reliable community where parents can confidently hire carers, and carers can confidently provide care.
• Respect and Courtesy: Treat others with respect, patience, and kindness at all times. Harassment, hate, or discrimination have no place on Kiddo. Whether you’re communicating online or in person during a booking, remain polite and professional. Everyone deserves to be treated with dignity, including children, carers, and parents.
• Reliability and Commitment: Honour your commitments. Once a booking is confirmed, both parties should follow through reliably. Be on time, deliver what you promised, and communicate clearly if plans need to change. Reliability builds trust in the community.
• Lawfulness and Integrity: Follow all applicable laws and regulations related to child care, employment, and safety. Do not engage in illegal activities such as theft or fraud – these are strictly prohibited and will result in removal from Kiddo and potential legal action. Always act with integrity, even when no one is watching.

These shared values apply to everyone using Kiddo. In addition, please read the specific guidelines below that address key areas in more detail. Many guidelines will overlap for both carers and parents, but we’ve highlighted particular responsibilities where appropriate.

Child Safety and Protection

Child safety is everyone’s responsibility on Kiddo. We insist on a culture of vigilance and care to protect every child.

• Vigilant Supervision (Carers): As a carer, never leave children unattended or in harm’s way. Provide attentive, age-appropriate care at all times. Follow any instructions given by the parent regarding routines, feeding, naps, medication, or allergies.   Never perform a job while under the influence of alcohol, drugs or any other substance that impairs your ability to safely discharge your duties. If you feel unwell or unable to perform your duties safely, you must inform the parent and/or cancel the job in advance rather than jeopardise a child’s safety.
• Choosing a Trusted Carer (Parents): As a parent, do your homework when selecting a carer. Review profiles, read reviews, and choose someone you feel you can trust with your child. Kiddo verifies IDs and Working With Children Checks for carers, but you should also conduct your own screening: consider interviewing the carer through the app’s chat or a pre-meet, and check references or certificates if needed. Provide complete and accurate information about your child (age, special needs, medical conditions, routines) so the carer can be prepared to care for them properly.
• Emergency Information Exchange: Before any job begins, exchange emergency contact details and any critical information. Parents should provide the carer with up-to-date phone numbers (and a backup contact if possible), the child’s doctor or emergency services info, and any specific emergency instructions. Carers should ensure they have these details and know the home address and where necessary supplies (first aid kit, etc.) are located. Both parties should save each other’s contact info for use during that booking only, and keep it confidential.
• Health and Safety Preparedness: Carers should maintain current first aid training and be familiar with basic emergency procedures (like what to do in case of injury, allergic reaction, fire, etc.). Parents should ensure the home environment is safe: for example, remove potential hazards, secure any pets (if needed), and have necessary safety equipment available (like car seats, first aid supplies, emergency numbers on the fridge). If a child has allergies or needs medication, parents must inform the carer and supply the proper medication/instructions. Carers must follow given instructions diligently (e.g., do not feed a child a food they are allergic to, etc.).
• No Abuse or Neglect – Zero Tolerance: Any form of abuse, neglect, or violence toward a child is strictly forbidden and will result in immediate removal from Kiddo (and referral to law enforcement). Carers should use only appropriate methods of guidance and never any form of physical, verbal, or emotional abuse. Physical punishment is not allowed. Parents should also treat their children and the carer with respect during a booking – any observed abuse or endangerment of a child by anyone will be acted upon. Harassment or assault of any kind is prohibited and is likely against the law.
• Handling Safety Incidents: If an emergency or safety incident occurs during a booking, both parties should remain calm and put the child’s well-being first. Carers must contact the parent immediately and, if needed, call emergency services. If a parent is uncontactable and fails to return home as expected, carers should contact the authorities (e.g. police or child protection services) to ensure the child’s safety. Likewise, if a carer does not show up or an urgent issue arises, parents should ensure the children are safe (make alternate arrangements if necessary) and report the situation to Kiddo and/or relevant authorities as appropriate. At Kiddo, child safety is our top priority. If you suspect a child is at risk of harm, please use the official contacts below.

🚨 Emergency: If a child is in immediate danger, call 000 immediately.

We encourage the reporting of any child safety concerns directly to the relevant state-based authorities. A list of contact numbers and websites can be found here.

• Transportation Safety: If transportation of a child is involved in a job, strict safety rules apply. Carers must have the parent’s explicit permission before transporting children in any vehicle. Carers should hold a valid driver’s license and insurance, and they must obey all road rules. Every child must be secured in an appropriate car seat or booster seat and wear seat belts. Parents are responsible for verifying the carer’s driving credentials and providing a proper car seat if one is needed. If a carer is not comfortable or not qualified to drive children, the parent should make other transportation arrangements. Never compromise on car safety – if it cannot be done safely and legally, do not do it.

Sickness Policy

At Kiddo, the health and safety of our community—families, children, and carers—is our top priority. We encourage everyone to follow current Australian health guidance for managing illness, including COVID-19, influenza and other common viruses.

Advice for Carers

• If you feel unwell (e.g., fever, cough, sore throat, runny nose, vomiting, diarrhoea, or any other contagious illness), do not attend bookings and ensure they are cancelled as soon as possible. You may also need to remove your availability in Kiddo during the time you are unwell and as per exclusion guidelines.
• If you test positive for a contagious illness (e.g., COVID-19 or influenza), do not accept or attend bookings until you are no longer infectious.
• If you become unwell after accepting a booking, please message the parent to explain and call if possible. Cancel the booking as soon as possible so the parents can then find a suitable replacement via the app with as much notice as possible.
• Communicate early and transparently with families if symptoms arise.

Advice for Parents

• If anyone in your household is unwell (flu-like symptoms, gastro, COVID-19, or another contagious illness), you are responsible for cancelling the booking via the Kiddo app.
• Please do not expect carers to attend bookings when illness has been disclosed—this protects both your family and our carers.
• Friendly reminder: standard booking terms (including any applicable fees) may apply when you cancel due to sickness.

Respectful Behaviour and Communication

Every member of the Kiddo community deserves respect. Whether you are a carer, a parent, or a child, you should be treated with courtesy and consideration. We also expect clear and considerate communication between users.

• No Harassment or Discrimination: Be respectful at all times and celebrate our community’s diversity. Kiddo has zero tolerance for harassment, threats, or hate of any kind. This means no threatening, ridiculing, or insulting language, no bullying or intimidation, and no unwanted advances. Discriminatory behaviour or comments (based on race, religion, gender, disability, etc.) are strictly prohibited. For example, derogatory slurs or refusing service/hiring due to someone’s background is unacceptable. We are all here to ensure children get quality care, and prejudice has no place in that mission.
• Professional and Kind Tone: Maintain a polite and professional tone in all communications (chat messages, calls, and in-person interactions). Use clear language and be mindful of your words. Even if a situation is stressful or you have a disagreement, refrain from yelling, swearing, or name-calling. If you’re upset, take a moment to breathe or ask Kiddo Support to mediate rather than lashing out. All aggressive, confrontational, or rude behavior is not allowed. Treat the other person as you would want to be treated. Remember, carers and parents are partners in creating a safe experience for the child – mutual respect is key.
• Boundaries and Personal Space: Respect each other’s personal boundaries. Carers should always be mindful of appropriate physical boundaries with children according to their age and the family’s comfort (e.g., appropriate touching limited to care tasks, respecting privacy during bath time or restroom help as per parental guidance). Inappropriate physical contact is never allowed. Similarly, parents should respect the carer’s personal space and boundaries – for example, do not ask the carer to do things unrelated to child care that make them uncomfortable, and do not invade their privacy. Any form of unwanted physical contact or invasive behavior (from either side) can be grounds for removal from the platform.
• Respect for Differences: Our community includes people of many cultures, parenting styles, and childcare approaches. Keep an open mind to others’ perspectives and differences. For example, parents may have specific rules or routines for their children; carers should respect and follow these as long as they are safe and reasonable. Likewise, parents should understand that carers may have different styles or backgrounds – as long as they are providing safe and appropriate care, appreciate the diversity they bring. If something is unclear or concerning, discuss it politely. Courtesy and mutual respect are essential for a positive experience.
• Clear Communication: Good communication is part of respectful behaviour. Be clear and proactive in your communication. Respond to messages in a timely manner, and keep the other party informed. For example, if you’re a parent running a few minutes late to return home, message or call the carer immediately to let them know and provide an updated ETA. If you’re a carer and can’t find the house or have a question about instructions, contact the parent rather than guessing. Communicate about any changes in plans as early as possible – do not spring surprises at the last minute. Clarity and openness prevent misunderstandings and show respect for everyone’s time and expectations.

Profile Accuracy and Qualifications

Honesty in your Kiddo profile and job postings is critical to building trust. Both carers and parents must ensure that the information they provide on the platform is truthful, up-to-date, and complete.

• Authentic Identity: Use your real identity on Kiddo. Every member is expected to have an accurate profile with their legal name and a clear, real profile photo that shows who you are. Do not use fake names, fake photos, or otherwise mislead others about your identity. This is important for trust and safety – parents need to know who is watching their children, and carers need to know who they are working for. Kiddo may ask for identification to verify your age and identity. You must be 18 years or older to use Kiddo as a carer or to hire carers (since childcare work involves legal responsibility).
• Accurate Qualifications (Carers): Carers should truthfully list their experience and qualifications in their profile. Only state skills and certifications you actually possess. If you have first aid certification, CPR training, or other relevant qualifications, ensure they are valid and not expired. Kiddo requires that all carers have a valid WWCC (or equivalent in your state) – this is a legal requirement for working with children and provides parents peace of mind. Do not falsify or exaggerate your credentials (for example, claiming more years of experience than you have, or inventing references) – that is considered fraud and is not allowed. Misrepresentation can lead to your account being suspended. Keep your profile updated as you gain experience or new qualifications, and remove any qualifications that expire until you renew them.
• Complete and Honest Profiles (Parents): Parents should also ensure their profile and job request details are accurate. Provide your correct name and contact information as required. When posting a booking request or communicating with a potential carer, be honest about the job details: include the number of children and their ages, the expected hours, the location, and any specific duties (for example, if you expect the carer to prepare a meal or help with homework, say so up front). Disclose any relevant information about your children, such as disability, medical conditions, or behavioural notes – this helps carers come prepared and ensures a good experience for your child. Do not omit important details or mislead carers about what the job entails. Surprising a carer with extra children, significantly longer hours, or tasks not agreed upon is unfair and against these guidelines.
• Single Account and Personal Responsibility: Each person in the Kiddo community should only use one account and keep it secure. Do not share your account with others or allow someone else to operate under your profile. For example, a carer who is booked for a job must be the one to show up – you cannot send a friend or anyone else in your place. As a Carer it is expected you carry your ID and Working with Children Check Credentials with you to your booking, we encourage parents to sight at arrival to ensure you are the Carer they have booked. Your reputation on Kiddo is tied to your identity and account, so it’s important no one else interferes with it. Likewise, parents should not ask someone else to use their profile to book care; the person who created the booking should be the one coordinating with the carer. No duplicate or fake accounts are allowed – they undermine the trust and review system. If you have trouble with your account or need to update info, contact Kiddo support rather than making a new account.
• Legal and Work Eligibility: Ensure that you meet any legal requirements for participating on the platform. Carers must be legally permitted to work in child care (appropriate visa or work rights if applicable) and must be over 18. Parents hiring through Kiddo should also be adults legally able to form contracts for childcare services. This is all part of keeping the community legitimate and safe for all users.

Booking Transparency and Reliability

A successful childcare arrangement relies on both parties being transparent about expectations and reliable in honouring commitments. Both carers and parents have a role in ensuring smooth, reliable bookings.

• Clear Job Details (Parents): Be transparent when posting a job or booking a carer. Provide all relevant details about the booking upfront – date, start and end times, location, number of children, their ages, and any specific needs or expectations for the care session. If you expect the carer to handle bedtime, transport the kids, or do light housework related to the children, include this in the job description or discuss it beforehand. Transparency ensures the carer can accept the job fully informed. Avoid last-minute additions or changes to the job scope; if something changes, inform the carer as soon as possible and make sure they agree to the new expectations (and if it’s a significant change, be prepared to adjust the booking accordingly through the app). Surprises or undisclosed expectations can lead to misunderstandings or cancellations – it’s better to communicate everything clearly from the start.
• Accepting Jobs Within Your Ability (Carers): As a carer, only accept bookings that you are confident you can commit to and handle. Check the details the parent provided and make sure you are available for the full duration and capable of the duties required. Once you accept a job, treat it as a firm commitment. Don’t accept a booking if you think you might cancel it or if it overlaps with other plans. Reliability is crucial: parents are counting on you. If you realise you made a mistake with your availability, communicate immediately with the parent and with Kiddo Support to cancel as early as possible – do not wait until the last minute.
• Punctuality: Being on time is part of being reliable. Parents should return home on or before the agreed end time of the booking, and carers should arrive on or before the agreed start time. Respect each other’s time – being significantly late can cause distress (for the child and the other party). If an unforeseen delay occurs (traffic, emergency, etc.), inform the other party right away via a message or call. Carers, note that arriving late or not showing up not only harms your relationship with the parent but will also negatively affect your Kiddo rating. Parents, returning late without notice is unacceptable – if you are very late and unreachable, the carer may need to contact authorities to ensure your child’s safety. Both sides should strive to be punctual and communicate about any delays.
• No-Shows and Cancellations: Honor your commitments once a job is booked. Barring emergencies or truly extenuating circumstances, do not cancel at the last minute, and never ghost or “no-show” on a booking. Carers who cancel after a job is confirmed or fail to show up without a serious reason undermine trust and will receive poor ratings – Kiddo may suspend or terminate accounts that demonstrate a pattern of unreliability. Likewise, parents who repeatedly cancel bookings on short notice leave carers in the lurch; this is strongly discouraged and can affect your standing in the community. If you absolutely must cancel, do it through the app as early as possible so the other party can adjust (for example, a parent might find an alternate carer, or a carer can free up their schedule for other work). Kiddo may impose penalties for last-minute cancellations (such as automatic low ratings) in line with our terms, especially if it becomes a habit. Our goal is to keep cancellations rare – so only book or accept when you’re sure, and follow through.
• Reliable Environment (Parents): Reliability isn’t just about showing up – it’s also about providing a predictable, safe environment. Parents, make sure the home environment you provide is suitable for the carer to do their job. That means at minimum a clean, safe space with basic necessities. Do not invite a carer into a home with sub-standard conditions such as lack of cleanliness, no functional toilet, or no running water/electricity (unless clearly disclosed and agreed upon beforehand). If an issue arises in your home (power outage, etc.), inform the carer and decide if the job can continue safely. Also, if you plan to have someone else (like a friend or relative) present during the booking, communicate this in advance – both parties should know who will be in the home. A carer should never arrive to find unexpected adults in the house without prior notice, and similarly, parents should know if a carer needs to bring along someone (though generally carers should not bring any guest to a job).
• Responsiveness and Updates: Both carers and parents should be reachable through the Kiddo app or phone (if exchanged) leading up to and during the booking. Stay responsive to messages, especially on the day of the booking. For example, a parent might message a few hours before to confirm “See you at 6 PM” and the carer should reply to confirm. If a carer has trouble en route, they should call or message the parent. Good communication up front prevents last-minute misunderstandings (like a wrong address or gate code issue, etc.). After the job, if any follow-up is needed (forgotten items, etc.), communicate politely through the app.
• Adaptability: We understand that sometimes plans change. If either party needs to adjust the arrangement (perhaps extend the end time, or add an extra child in an emergency, etc.), discuss it openly and agree on any additional payment or changes through the Kiddo platform. Carers are not obliged to agree to changes outside the original booking, but reasonable requests can be accommodated if both sides consent. Just be transparent – don’t quietly extend time or change plans without acknowledgment from the other party. Always update the booking in the app if the scope changes, so that everything remains documented and clear.

Payment, Cancellations, and Dispute Resolution

Kiddo’s platform includes a secure payment system and policies to handle cancellations and disputes fairly. To maintain platform integrity and fairness, all users must adhere to these rules regarding payments and conflict resolution:

• In-App Payments Only: All payments for Kiddo bookings must be made through the Kiddo app. Off-platform payments (such as cash or direct bank transfers outside Kiddo) are not permitted. The in-app payment system protects both parties – it ensures carers get paid for their time and creates a record of the transaction. Cash payments are not supported for safety and accountability reasons. Parents will be charged through the app, and Kiddo will securely hold the funds until the job is completed, then release payment to the carer. Carers, do not request cash or accept offers to be paid off-platform, even if a parent suggests it. Parents, never insist a carer be paid in cash or try to avoid the app fees by paying directly – this undermines the platform’s trust and violates the guidelines. Sticking to Kiddo’s payment system also means we can better assist if there’s a payment issue.
• Transparent Pricing: The price/rate for a booking will be disclosed and agreed upon before the job starts (ideally at booking time in the app). Carers, ensure your hourly rates in your profile are up to date and reflect your expectations. Parents, if a job might incur additional costs (like reimbursement for transportation, entry tickets if taking kids to an event, etc.), discuss this ahead of time. No hidden charges or surprise fees. The amount a parent sees when hiring should be the amount they pay, barring any mutually agreed extension or addition. If you agree to extend a booking (say the parent comes home two hours later than originally booked), handle the additional payment through Kiddo by adjusting the booking or using the app’s features to extend time – do not settle it under the table.
• Cancellation Policy: We encourage all users to familiarise themselves with Kiddo’s cancellation policy (see our Terms of Service for full details). In general, cancelling a booking at the last minute is disruptive. If a parent cancels late (for example, just before the booking or after a carer is already en route/arrived), the parent may still be charged a fee or a minimum portion of the booking to compensate the carer for their reserved time. If a carer cancels last minute without a serious reason, it not only affects their reliability rating but may also result in penalties. Repeated or egregious cancellations can lead to account suspension. We understand emergencies happen (illness, family emergency, etc.), and Kiddo will evaluate those situations case-by-case – but in non-emergencies, please avoid cancelling after a commitment is made.
• Handling Disputes and Issues: In the event of a disagreement or problem (for example, a payment discrepancy, dissatisfaction with how a job was handled, or any breach of these guidelines), keep communications civil and try to resolve the issue through dialogue first. Often, misunderstandings can be cleared up by calmly explaining your perspective to the other party. If that doesn’t resolve it, Kiddo Support is here to help. Contact us through the app or our support email with the details of the issue. We may request additional information and will work with both parties to mediate a fair resolution. During a dispute, continue to treat each other with respect – no name-calling, no public shaming, and no retaliation. For example, if a parent is unhappy that a carer arrived 15 minutes late, they should discuss it through Kiddo’s messaging or support rather than refusing to pay or venting on social media. Similarly, a carer who feels a parent unfairly shortened a booking should not confront in anger, but rather seek resolution via proper channels. We strive to make things right wherever we can.
• No Withholding Payment Unfairly: Parents, if a carer has completed a booking, you are expected to release payment promptly through the app. Do not withhold payment as a way to complain or punish minor issues – payment and review are separate mechanisms. If there was a serious issue with the service, you should still pay for the time worked (you can address the issue via support and reviews). Carers, do not refuse to work or threaten to leave early if payment isn’t handed in cash – remember payment is handled by Kiddo; if a booking is in progress, trust the process and focus on the job. Any attempt to extort money (e.g., a carer demanding extra money in cash to continue working, or a parent threatening not to pay at all) is not acceptable. Report such behaviour to Kiddo.
• Involving Law Enforcement: If a situation escalates to something unlawful or dangerous – for example, if a carer finds illegal activity in the home, or a parent suspects theft, or anyone feels physically threatened – do not hesitate to involve law enforcement after ensuring the child’s immediate safety. If you reasonably believe a law has been broken or a crime committed, contact the police and then inform Kiddo support of the incident. We will cooperate with law enforcement as needed. Your safety and the child’s safety come first. Using Kiddo does not preclude seeking help from authorities if required.

Complaints, NDIS Safeguards & Incident Reporting

Kiddo is committed to maintaining the highest standards of safety, quality, and compliance, including for families and carers who engage under the National Disability Insurance Scheme (NDIS). We take all feedback and complaints seriously and have transparent processes in place for resolving concerns quickly and fairly.

Raising a Complaint or Concern with Kiddo

If you are unhappy with a service, interaction, or decision made through Kiddo, we encourage you to let us know as soon as possible. You can submit a complaint in any of the following ways:

• Email: hello@kiddoapp.com.au
• In-App: Use the Contact Support within the Kiddo app.
• By Mail: Kiddo (Aust) Pty Ltd, PO Box 250, Wilston QLD 4051

When submitting a complaint, please include as much detail as possible (dates, booking ID, names, and a description of the issue). All complaints will be handled confidentially and in accordance with our Complaints Handling Policy.

We aim to acknowledge all complaints within 3 business days and provide an outcome or progress update within 10 business days where practicable.
Urgent or safety-related complaints are triaged immediately and prioritised.

How We Handle Complaints

1. Acknowledge – We confirm receipt and log your complaint.
2. Assess – We review the issue to determine urgency and potential risks (especially for child or participant safety).
3. Investigate – We may contact relevant parties to gather information, keeping all communications confidential and respectful.
4. Resolve – We will outline the outcome and any corrective actions or follow-ups taken.
5. Review – If you’re dissatisfied with the outcome, you can request an internal review or escalate to the NDIS Commission (see below).

If a complaint relates to safety, neglect, or abuse, Kiddo will prioritise the matter immediately, escalate to the appropriate state or federal authorities, and cooperate fully with investigations.

NDIS-Specific Complaints

For participants, families, or carers connected through NDIS-funded arrangements, you also have the right to make a complaint directly to the:

NDIS Quality and Safeguards Commission
📞 Phone: 1800 035 544 (Monday to Friday, 9am–5pm AEST)
🌐 Website: www.ndiscommission.gov.au
✉️ Email: feedback@ndiscommission.gov.au

The NDIS Commission can help if your complaint relates to:

• The quality or safety of care provided by a Support Worker
• Breaches of the NDIS Code of Conduct
• Incidents involving abuse, neglect, violence, or exploitation

You do not need to go through Kiddo first — you can contact the NDIS Commission at any time.

Incident Reporting

At Kiddo, safety is our highest priority. If an incident occurs during a booking involving a child, parent, or support participant, such as injury, illness, property damage, or a safety concern, it must be reported promptly.

All carers using Kiddo are responsible for managing and reporting incidents in line with Kiddo’s Terms of Use, and Support Workers the NDIS Code of Conduct.
Serious matters such as harm, neglect, or abuse must be reported immediately to both Kiddo and, where applicable, the NDIS Quality and Safeguards Commission.

As an independent Support Worker who uses Kiddo, you are operating your own business as an NDIS Provider. In line with the NDIS Code of Conduct, this means you are required to manage and report incidents appropriately.

If the incident is a Reportable Incident, you must immediately submit a report to the NDIS Quality and Safeguards Commission and alert our team at Kiddo.

👉 Submit an Incident Report 
This link provides access to Kiddo’s full Incident Reporting Guide and Form, including instructions on:

• How to report an incident
• What constitutes a “reportable incident”
• Contact details for the NDIS Commission

For official definitions and examples of Reportable Incidents, see the NDIS Commission’s resource:
🔗 What is a Reportable Incident? 

Continuous Improvement

Every complaint and report provides an opportunity for us to improve. Kiddo regularly reviews complaint and incident trends to strengthen our practices and ensure alignment with NDIS and Child Safety standards.
Feedback helps us refine policies, provide better training for carers, and ensure every child, parent, and participant has a safe and positive experience.

Review and Feedback Integrity

Kiddo uses a review and rating system to build trust through transparency. After each booking, parents can rate and review the carer (and in some cases, carers may also provide feedback on the experience with the parent). To keep this system fair and useful, we require honesty and integrity in all reviews.

• Honest Reviews: Provide truthful, constructive feedback in reviews. The goal of reviews is to inform others in the community and to help users improve. When leaving a review, describe relevant aspects of the experience – reliability, communication, childcare quality, professionalism, etc. Do not fabricate or exaggerate issues. Similarly, do not omit important negative details out of politeness if something truly concerning happened; be factual and fair. For example, a parent might write: “Carer arrived 10 minutes late but communicated about the delay. Otherwise, great with the kids.” This is honest and fair. Never post false or defamatory information in a review. Making up claims to ruin someone’s reputation is a serious violation (it’s effectively fraudulent feedback).
• Avoid Bias and Discrimination in Feedback: Just as on the job, keep your feedback respectful. Do not include any offensive, discriminatory, or personal attacks in a review. For example, comments about someone’s race, appearance, or unrelated personal matters are not appropriate. Focus on the service provided or the experience as a client. Any review that contains hate speech, profanity, or personal insults will be removed. Stick to observations about reliability, behaviour, and childcare provided. Also, protect privacy in reviews – do not mention sensitive personal details about the other party or children (e.g., don’t publicly name the child or describe private home information).
• No Fake or Fraudulent Reviews: Each review should come from a genuine transaction on Kiddo. Do not engage in review manipulation – for example, having friends or family create fake bookings just to leave positive reviews for you, or forming agreements with other users to swap false positive reviews. Similarly, do not create multiple accounts to review yourself or to distort another’s reputation. Kiddo monitors for suspicious review activity and will remove fraudulent reviews and may suspend accounts involved in such schemes. Every review should reflect a real childcare experience. We rely on honest feedback to maintain trust in the platform.
• Learn and Improve: Carers and parents alike should use the feedback they receive to improve. If you’re a carer who got feedback that you were late or that communication could be better, take that as an opportunity to adjust your habits (e.g., aim to arrive earlier, send periodic update texts to parents, etc.). Parents, if you receive informal feedback (even if not a formal “rating”) from a carer – perhaps the carer mentions the home was very hard to find – consider providing clearer directions next time or improving that aspect. The community works best when we all strive to get better. Good reviews will help you get more bookings (for carers) or attract quality carers (for parents), so it’s in everyone’s interest to do their best and earn positive feedback.
• Kiddo’s Role in Reviews: Kiddo generally will not censor or remove reviews just because they are low rating or critical – users are entitled to their opinions. However, if a review violates our guidelines (contains offensive language, private info, or is evidently false), we reserve the right to edit or remove it to uphold the integrity of the community. We also might remove reviews for transactions that did not actually occur or that were left by someone with no record of a booking. If you believe a review you received is unfair or violates policy, you can report it for Kiddo to assess. Our priority is that the review system remains trustworthy and free of abuse.

Off-Platform Transactions and Communications

All matchmaking, communication, and payments should stay on the Kiddo platform. Engaging in off-platform dealings with someone you met through Kiddo undermines the safety and integrity of our community.

• No Off-Platform Booking or Payments: Do not take Kiddo bookings offline. If a parent and carer meet through Kiddo, they should not arrange future jobs or payments outside the app. This means, for example, a parent should not propose to pay a carer cash regularly in exchange for bypassing the Kiddo system, and a carer should not ask a parent to hire them privately to avoid Kiddo fees. Such practices are against our terms and unfair to the community. On marketplaces like Kiddo, taking jobs off-platform is “not supported” and jeopardises a fair and trustworthy environment. When users circumvent the platform, it hurts the community’s sustainability and may disadvantage those who play by the rules.
• Stay Within Kiddo for Communication: In line with the above, keep communications on Kiddo. Our platform has messaging tools for parents and carers to discuss job details. Before a booking is confirmed, you should not exchange personal contact information (phone numbers, email, etc.) or try to communicate outside the app. This policy is there to protect your privacy and to ensure that both parties commit to the booking through Kiddo if they decide to move forward. Once a booking is confirmed, you will have access to each other’s contact details as needed for the job (e.g., a phone number for emergency). Use that info responsibly and do not share it further. Never post private contact details or links in any public area (for instance, in a profile bio or a public forum) – Kiddo may hide or remove such information for safety. All initial vetting and discussion should happen via Kiddo’s channels.
• Risks of Off-Platform Deals: Going off-platform may seem convenient to some, but it carries significant risks. If you bypass Kiddo’s system, you lose the protections and benefits it provides. For example, Kiddo’s secure payment holds ensure carers are paid for completed work – paying cash means no recourse if something goes wrong. Kiddo’s review system keeps track of reliability – if you operate off-platform, you might end up working with someone with a bad track record unbeknownst to you. Additionally, communications on Kiddo can be reviewed by support in case of disputes; if you communicate outside, we cannot assist as effectively in resolving issues. Finally, off-platform transactions violate our guidelines and terms, and can result in account suspension or removal if discovered. It’s just not worth the risk. Please keep all bookings and payments on Kiddo for your own safety and to support the community.
• Reporting Off-Platform Solicitation: If someone you met on Kiddo asks or pressures you to transact off the app (for example, a parent asks for your phone number right away and wants to arrange babysitting privately), decline and remind them of the guidelines. You can say you’re more comfortable using the app to keep things documented and secure. If they persist, please report the user to Kiddo Support. We will take appropriate action, as moving off-platform is against our policies. We want to ensure every user has a fair chance to participate in our marketplace and that the community remains strong.

Privacy and Confidentiality

Respecting privacy is crucial in a childcare setting. Both carers and parents must protect each other’s and the children’s personal information. Trust can only thrive when everyone’s data and personal boundaries are respected.

• Protect Personal Information: Do not share personal data about others without permission. During the course of using Kiddo, you may learn personal details about your counterpart – for example, carers will learn parents’ addresses, phone numbers, perhaps workplaces; parents will learn carers’ full names, phone numbers, maybe details from conversation, etc. This information must be kept confidential. Never post or divulge someone else’s private details (contact info, last name, home address, photos, etc.) to anyone not involved in the booking. For instance, a carer should not tell their friends exactly where a family lives or give out the parents’ phone number. A parent should not share a carer’s resume or personal story with others without consent. Privacy is a two-way street.
• Children’s Privacy: Be especially protective of the children’s privacy. Carers, do not take photos or videos of the children during the job unless the parent has given explicit permission (some parents might appreciate an update photo, but you should clear it first). Certainly do not post any photos of the children on social media or elsewhere – this is forbidden. Parents, if you take any photos (perhaps from a nanny cam or a cute moment when you return), do not share images of the carer or quote them publicly without permission. Everyone should feel that their privacy is safe when using Kiddo. Any recording (audio, video, or photo) should only be done with proper consent and in compliance with the law. In some jurisdictions, it’s illegal to record someone without their knowledge; even where it’s legal, it’s against our community values to secretly record carers or families. If you have a nanny cam in your home, it’s courteous to inform the carer (and in some places, legally required). Likewise, carers should not record inside a client’s home without consent. Broadcasting or sharing someone’s image or conversation without permission is not allowed.
• Confidential Information: During a booking, carers might learn confidential information about a family (e.g. family routines, financial information lying around, personal struggles shared in confidence) and parents might learn personal info about carers (e.g. the carer is a student at a certain college, or has a particular health condition). Respect these confidences. Do not exploit, gossip about, or misuse personal information you learn through Kiddo. For example, a carer should not share with others that “The Smiths down the street earn a lot of money, I saw their house,” and a parent should not broadcast that “Our babysitter was going through a breakup, that’s why she seemed quiet.” Use of personal info to shame, blackmail, or harass someone is strictly prohibited and likely illegal. Keep what you learn on a need-to-know basis.
• Data Security: Protect the data you have. For instance, if a carer jots down a parent’s phone number or if a parent has the carer’s details, keep that information safe and dispose of it properly when no longer needed. Do not compile lists of contacts from Kiddo to use for other purposes, and never harvest information from the platform for spamming or solicitation. The Kiddo app and website have measures to safeguard your privacy; do your part by not circumventing them. If you suspect any misuse of personal data on Kiddo (for example, someone is contacting you for non-childcare solicitations because they got your number through a past job), report it to us.
• Communication Privacy: Use Kiddo’s in-app messaging for initial communications. This is not only for safety, but also keeps a record in case there’s a dispute – which protects both parties. Avoid sharing things in messages that you wouldn’t want seen by Kiddo staff in moderation checks (e.g., don’t send offensive content – it violates guidelines anyway). Also, do not contact each other outside of appropriate times or purposes. Parents should not call or message carers at odd hours except for urgent matters or scheduled check-ins, and carers should respect the family’s off-hours as well. After a job is completed and any follow-up resolved, do not continue to contact the other party unless it’s via Kiddo for a new booking or both sides explicitly agree to stay in touch. Everyone’s personal time and privacy should be respected.
• Privacy Policy Adherence: Remember that using Kiddo is also subject to our Privacy Policy. That policy covers how Kiddo itself handles user data. As community members, your role is to handle each other’s data with care and only use it for the intended purpose of arranging and carrying out childcare jobs. Any other use is not allowed.

In summary, treat others’ personal information as carefully as you’d want yours treated. By honouring privacy and confidentiality, we create a safe space for families and carers to connect with peace of mind.

Enforcement of Guidelines and Ongoing Commitment

These Community Guidelines are here to protect the Kiddo community and ensure a high-quality experience for all. We take them seriously, and we expect you to as well. Here’s how we enforce our guidelines and how we plan to keep improving them:

• Reporting and Monitoring: We encourage members to report any violations or concerning behaviour. If you see something, say something – flag inappropriate messages in the app, use the “Contact Support” feature if available, or contact Kiddo Support at hello@kiddoapp.com.au. Our team will review reports confidentially and take appropriate action. We also use automated systems and periodic reviews to monitor compliance (for example, detecting offensive language in messages or suspicious booking patterns). Rest assured that we handle reports with care and strive to be fair in evaluating situations.
• Consequences for Violations: Users who violate these guidelines may face consequences. Kiddo reserves the right to deny access to anyone who does not follow the Community Guidelines or Terms of Service. Consequences are proportionate to the violation’s severity and may include:
  • Warning or Coaching: For minor or first-time issues, we might send a warning or an educational reminder about the rules. (E.g., if a profile photo is blurry or not of the user, we’ll ask for an update.)
  • Content Removal: If content you post (like a review, profile description, or message) violates guidelines, we may remove or edit it. For example, a review with harassment or private info will be removed.
  • Temporary Suspension: For more serious issues or repeat offenses, your account may be temporarily suspended. During suspension, you cannot book or accept jobs. This can happen for things like a string of no-shows, multiple bad reviews, or investigation of a serious complaint.
  • Permanent Account Closure: Major violations – such as proven theft, child endangerment, fraud, or harassment – or repeat violations after warnings may result in your account being permanently banned from Kiddo. This is a last resort, but our priority is to keep the community safe and trusted. If your account is terminated, you may also be prohibited from creating a new one.
• Appeals and Feedback: If you believe a decision (like a suspension or content removal) was made in error, you can contact Kiddo Support to appeal. We will review your case. Our aim is to be transparent and just; we will explain the reason for any major enforcement action to the affected user where possible. We also welcome constructive feedback. If you feel a guideline is unclear or have suggestions to improve our community standards, let us know. We value input from parents and carers on the ground.
• Continuous Improvement: Just as the needs of families and carers evolve, so will these guidelines. Our Community Guidelines will continue to change and adapt as our community grows. We regularly update them to address new situations, incorporate community feedback, and align with best practices in safety and trust. We commit to informing users of significant changes (via app notifications or email). Staying informed is part of your responsibility – please review updates to the guidelines when we announce them. We all share the goal of a safe, respectful community, and we promise to keep working towards that.
• Community Commitment: By using Kiddo, you agree to uphold these guidelines and to contribute to the kind of community we all want – one built on safety, trust, respect, honesty, and integrity. Thank you for doing your part. When we all adhere to these standards, everyone benefits: parents have peace of mind, carers have rewarding work experiences, and most importantly, children receive quality care in a positive environment.

Together, let’s actively support each other and build trust in the Kiddo community. We’re grateful to have you on board in our mission to make child care safe, reliable, and enjoyable for all. If you ever have questions about these guidelines or need assistance, Kiddo Support is here to help.

Let’s keep Kiddo a safe and happy place for families and carers alike!