Policies and Procedures
At Big Fun Little Town, our mission is to create a fun, safe, and imaginative space where children can play, explore, and learn through role play. We take our responsibilities seriously — not just to provide a great experience, but to keep every child, family, and visitor safe and supported.
This Policy Pack sets out our key policies, procedures, and commitments. It explains how we manage bookings, privacy, safety, inclusion, and communication — so you can feel confident knowing exactly how we operate.
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In this policies and procedures pack you will find.....
1. Big Fun Little Town – Terms and Conditions of Play Sessions
2. Big Fun Little Town – Privacy Statement
3. Big Fun Little Town – Child Safety and Wellbeing Statement
4. Big Fun Little Town – Photo and Video Consent
5. Big Fun Little Town – Liability Waiver and Assumption of Risk Agreement
6. Big Fun Little Town – Complaints and Feedback Policy
7. Big Fun Little Town – Health and Safety Policy
8. Big Fun Little Town – Safeguarding and Child Protection Policy
9. Big Fun Little Town – Accessibility & Inclusion Statement
We’re proud to be a family-run business that values community, transparency, and care.
Please do not hesitate to contact us in regards to any of the information below
Email: info@bigfunlittletown.com.au
Address: 13 Kobada Avenue, Lilli Pilli, NSW 2536
Phone: 0451819859
Thank you for choosing Big Fun Little Town.
1. Big Fun Little Town – Terms and Conditions of Play Sessions
These Terms and Conditions (“Terms”) govern all bookings and attendance at play sessions operated by Big Fun Little Town (“we”, “us”, or “our”). By making a booking or attending a session, you (“you”, “your”, or “the customer”) agree to be bound by these Terms.
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1. Bookings and Payments
1.1. All play session bookings must be made in advance through our designated booking system or an approved third-party platform.
1.2. Full payment is required at the time of booking to secure your place.
1.3. Prices are as displayed at the time of booking and are inclusive of any applicable taxes.
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2. Cancellations by the Customer
2.1. You may cancel your booking up to 24 hours prior to the scheduled session start time.
2.2. Cancellations made at least 24 hours prior to the session will be eligible for either:
a) a full refund, or
b) a voucher of equal value redeemable against a future play session (subject to availability).
2.3. Cancellations made less than 24 hours prior, including same-day cancellations or non-attendance, are not eligible for a refund or voucher under any circumstances.
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3. Cancellations by Big Fun Little Town
3.1. We reserve the right to cancel or reschedule any session due to unforeseen circumstances, including but not limited to staff shortages, maintenance, or safety concerns.
3.2. In the event that we cancel a session, you will be offered the choice of:
a) a full refund, or
b) a voucher of equal value redeemable for another available session.
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4. Attendance and Conduct
4.1. Please arrive promptly for your booked session. Late arrivals may result in reduced playtime; refunds will not be issued in such cases.
4.2. All participants and accompanying adults must comply with our safety and conduct rules as displayed on-site.
4.3. We reserve the right to refuse entry or remove any individuals whose behaviour is deemed unsafe or disruptive, without refund.
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5. Liability
5.1. While every effort is made to ensure a safe environment, participation in play activities is at your own risk.
5.2. We accept no liability for loss or damage to personal property.
5.3. Nothing in these Terms shall limit our liability for death or personal injury caused by our negligence, or for any other liability which cannot be excluded under applicable law.
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6. General
6.1. We reserve the right to update or amend these Terms at any time. The version in effect at the time of your booking will apply to that booking.
6.2. These Terms shall be governed by and construed in accordance with the laws of NSW Austraila and any disputes shall be subject to the exclusive jurisdiction of the courts of NSW.
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By completing a booking with Big Fun Little Town, you acknowledge that you have read, understood, and agree to these Terms and Conditions.
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2. Big Fun Little Town – Privacy Statement
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At Big Fun Little Town, we value your privacy and are committed to protecting your personal information. This Privacy Statement explains how we collect, use, and protect your data when you make a booking or attend one of our play sessions.
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1. Information We Collect
We may collect and store the following information when you make a booking or communicate with us:
1.1 Your name
1.2 Contact details (such as phone number and email address)
1.3 Booking and payment information
1.4 Any other details you voluntarily provide (e.g., special requirements)
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2. How We Use Your Information
We will only use your personal information for the following purposes:
2.1 To process and manage your bookings
2.2 To contact you with information regarding your session
2.3 To notify you about changes, cancellations, or other important updates related to your booking
2.4 To inform you about future events, offers, or promotions at Big Fun Little Town, where you have provided consent or where such communication is permitted by law
You may opt out of receiving marketing communications at any time by following the unsubscribe instructions included in our messages or by contacting us directly.
3. Information Sharing
We take your privacy seriously.
3.1 We do not sell, rent, or share your personal information with third parties for marketing or any other purposes.
3.2 Your details will only be accessed by authorised Big Fun Little Town staff or service providers who require it to perform their duties (for example, booking management or payment processing).
All such parties are required to keep your information secure and use it only for the purposes we specify.
4. Data Storage and Security
We take appropriate technical and organisational measures to protect your personal data from loss, misuse, or unauthorised access. Your information is stored securely and retained only for as long as necessary to fulfil the purposes outlined above or as required by law.
5. Your Rights
You have the right to:
5.1 Access the personal information we hold about you
5.2 Request correction of any inaccurate or incomplete information
5.3 Request deletion of your personal information (subject to legal obligations)
5.4 Withdraw your consent for marketing communications at any time
To exercise these rights, please contact us.
By providing your details or booking a session with Big Fun Little Town, you acknowledge that you have read and understood this Privacy Statement.
3. Big Fun Little Town – Child Safety and Wellbeing Statement
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At Big Fun Little Town, the safety and wellbeing of every child in our care is our highest priority. We are committed to providing a secure, welcoming, and enjoyable environment for all children who attend our play sessions.
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1. Our Commitment to Safety
1.1 All play areas and equipment are regularly inspected, maintained, and cleaned to ensure they meet high safety standards.
1.2 Our staff are trained to supervise play, promote safe behaviour, and respond appropriately to any incidents.
1.3 We follow clear procedures for managing accidents, emergencies, and first aid situations, with trained first aiders always on-site during play sessions.
1.4Entry and exit points are monitored to ensure that children remain safely within the designated play areas at all times.
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2. Parental Supervision
2.1 Big Fun Little Town operates as a supervised play environment where parents and carers remain responsible for their children at all times.
2.2 We encourage adults to stay engaged and actively supervise their children throughout the session to help maintain a safe and enjoyable experience for everyone.
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3. Child Protection and Staff Conduct
3.1 All staff working with or around children have undergone appropriate background and reference checks.
3.2 Our team members are trained in child safeguarding practices and are committed to creating a safe, respectful, and inclusive space for all families.
3.3Any concerns regarding a child’s welfare will be handled promptly and in accordance with our safeguarding procedures.
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4. Your Child’s Wellbeing
We strive to create a positive environment where children can learn, play, and explore safely. If you have any concerns about safety or your child’s experience during a session, please speak to a member of our team immediately — we’re always here to help.
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Big Fun Little Town is dedicated to ensuring every visit is safe, secure, and full of fun.
4. Big Fun Little Town – Photo and Video Consent
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Big Fun Little Town occasionally takes photographs and short video recordings during play sessions and events for promotional and marketing purposes. We respect your privacy and will only use identifiable images of children with the consent of their parent or legal guardian.
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1. Purpose of Use
Images and videos may be used by Big Fun Little Town for:
1.1 Promotional materials such as brochures, posters, and flyers
1.2 Online platforms including our official website, Facebook, Instagram, and other approved social media accounts
1.3 Press releases, community features, or advertising campaigns relating to Big Fun Little Town
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2. Use and Storage
2.1 Photos and videos will be used in a positive and respectful manner that reflects our values and commitment to child safety.
2.2 No child’s full name or personal details will ever be published or shared alongside their image without specific written consent.
2.3 All media will be stored securely and used only by authorised Big Fun Little Town staff or contractors.
Consent
3. Please indicate your consent at time of booking and or talking to a member of staff to verbally confirm your consent
4.Withdrawal of Consent
You may withdraw your consent at any time by notifying us in writing at [insert your email address]. Upon withdrawal, we will make reasonable efforts to remove your child’s image from future marketing materials and online platforms where practicable.
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Big Fun Little Town is committed to protecting the privacy, dignity, and safety of every child. We will never use photographs or videos in any way that could cause harm or distress.
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5. Big Fun Little Town – Liability Waiver and Assumption of Risk Agreement
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Big Fun Little Town provides play experiences designed to be fun, imaginative, and engaging for children. While we take every reasonable precaution to ensure a safe and well-supervised environment, participation in play activities naturally involves some risk of injury.
By making a booking with Big Fun Little Town, you (“the Parent/Guardian”) acknowledge and agree to the following terms on behalf of yourself and the child(ren) in your care.
1. Assumption of Risk
1.1. I understand that participation in play activities at Big Fun Little Town involves physical activity and interaction with play equipment and other participants.
1.2. I acknowledge that such activities may present inherent risks of minor injury (e.g., bumps, trips, or falls) and that Big Fun Little Town cannot eliminate all such risks.
1.3. I voluntarily assume full responsibility for any risk of injury or loss arising from participation in activities at Big Fun Little Town, except in cases of negligence by Big Fun Little Town or its staff.
2. Supervision and Responsibility
2.1. I understand that Big Fun Little Town is a parent-supervised play environment. Parents and guardians must remain on the premises and are responsible for the supervision and behaviour of the children in their care at all times.
2.2. I agree to ensure that my child(ren) follow all posted rules and any instructions provided by staff to maintain a safe and enjoyable play environment.
3. Health and Fitness
3.1. I confirm that my child(ren) are in good health and able to participate safely in play activities.
3.2. I agree not to permit participation if my child is unwell, has an infectious condition, or poses a risk to others.
4. Personal Property
4.1. I understand that Big Fun Little Town is not responsible for loss, theft, or damage to any personal belongings brought onto the premises.
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5. Release of Liability
5.1. To the fullest extent permitted by law, I hereby release, waive, and discharge Big Fun Little Town, its owners, employees, and agents from any and all claims, demands, or causes of action arising out of or related to participation in play activities, except where such injury or loss is caused by the negligence or willful misconduct of Big Fun Little Town or its staff.
6. Emergency Medical Treatment
6.1. In the event of an accident or medical emergency, I authorise Big Fun Little Town staff to administer first aid and, if necessary, seek further medical assistance.
6.2. I agree to bear any costs associated with such medical care.
7. Agreement
By booking with Big Fun Little Town, I confirm that I have read and understood this Liability Waiver and Assumption of Risk Agreement. I am aware that by making a booking, I am waiving certain legal rights and accept responsibility for the supervision and safety of the child(ren) in my care.
6. Big Fun Little Town – Complaints and Feedback Policy
At Big Fun Little Town, we are committed to providing a safe, enjoyable, and high-quality experience for all children and families who visit us.
We value all feedback — positive or negative — as it helps us improve our services and maintain the highest standards of care, safety, and customer satisfaction.
1. Purpose
This policy sets out how Big Fun Little Town manages, records, and responds to complaints and feedback from customers in a fair, transparent, and timely manner.
2. Scope
This policy applies to all customers, visitors, and participants in any Big Fun Little Town activity, event, or play session. It also applies to any member of staff who receives or manages a complaint or feedback.
3. Providing Feedback
We welcome feedback in any form, including compliments, suggestions, and constructive comments.
Feedback can be provided by:
3.1 Speaking to a member of staff on-site
3.2 Emailing us at info@bigfunlitteltown.com.au
All feedback will be reviewed and, where appropriate, used to make service improvements.
4. Making a Complaint
If you are unhappy with any aspect of your experience at Big Fun Little Town, we encourage you to raise your concern as soon as possible so we can resolve it promptly.
4.1 Step 1 – Informal Resolution
Please speak with a member of staff or a manager during your visit.
Most issues can be resolved quickly and informally on the spot.
4.2 Step 2 – Formal Complaint
If the issue cannot be resolved immediately or you wish to make a formal complaint, you may do so by:
• Emailing: info@bigfunlittletown.com.au
• Writing to: Big Fun Little Town, 13 Kobada Avenue, Lilli Pilli, NSW 2536
Please include:
• Your name and contact details
• Date and time of your visit
• Details of your concern or complaint
• Any supporting information (e.g. booking reference, photos, receipts)
5. Our Response
5.1 We aim to acknowledge all written complaints within 3 working days.
5.2 A full response will be provided within 10 working days wherever possible.
5.3 If the issue is complex or requires further investigation, we will keep you informed of progress and provide an estimated resolution timeframe.
All complaints will be treated seriously, handled confidentially, and investigated fairly and objectively.
6. Resolution
Where a complaint is upheld, we may offer one or more of the following remedies:
6.1 An explanation or apology
6.2 Replacement session, voucher, or partial refund (where appropriate)
6.3 Corrective action to prevent recurrence
6.4 Staff training or operational changes
7. Confidentiality
All complaints and related information will be handled confidentially and in accordance with our Privacy Policy. Personal information will only be shared where necessary to investigate or resolve the complaint.
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8. Continuous Improvement
We regularly review feedback and complaints to identify trends and areas for improvement. Lessons learned from complaints will be used to improve our service quality, safety, and customer experience.
We appreciate your feedback and the opportunity to make Big Fun Little
7. Big Fun Little Town – Health and Safety Policy
At Big Fun Little Town, the health and safety of our visitors, children, parents, carers, and staff is our top priority.
We are committed to providing a clean, safe, and enjoyable play environment where everyone can have fun with confidence.
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1. Policy Statement
Big Fun Little Town recognises its responsibility under health and safety legislation to ensure, so far as is reasonably practicable, the health, safety, and welfare of all persons on our premises.
1.1 We are committed to:
• Preventing accidents, injuries, and ill health
• Providing safe play equipment and facilities
• Maintaining high standards of cleanliness and hygiene
• Ensuring staff are trained and competent in health and safety practices
• Promoting a culture of safety and awareness among staff and visitors
2. Responsibilities
2.1 Management Responsibilities
• Ensure that all health and safety procedures are implemented and regularly reviewed.
• Conduct regular risk assessments of the play areas, equipment, and facilities.
• Maintain appropriate insurance coverage, including public liability.
• Provide staff with appropriate safety training, including first aid and emergency procedures.
• Investigate all accidents and incidents and take corrective action where necessary.
2.2 Staff Responsibilities
• Follow all health and safety procedures and instructions.
• Report hazards, accidents, or unsafe behaviour immediately to management.
• Maintain good housekeeping and ensure all areas are clean, tidy, and safe.
• Supervise play areas effectively and promote safe play practices.
2.3 Visitor Responsibilities
• Ensure children are supervised by a responsible adult at all times.
• Follow all posted rules and guidance provided by staff.
• Refrain from bringing food, drink, or unsafe items into play zones.
• Report any hazards or concerns to a staff member immediately.
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3. Risk Assessments
Comprehensive risk assessments are carried out regularly for all play equipment, facilities, and activities.
These assessments identify potential hazards and ensure that suitable controls are in place to reduce risks to an acceptable level.
4. Equipment Safety
4.1 All play equipment is checked daily before use and maintained in good condition.
4.2 Faulty or damaged equipment is immediately removed from service and reported for repair.
4.3 Equipment is designed and installed in accordance with recognised safety standards.
5. Cleaning and Hygiene
5.1 The premises, toys, and play areas are cleaned and sanitised daily, with increased frequency for high-touch surfaces.
5.2 Hand sanitiser stations are provided and encouraged for all visitors.
5.3 Nappy-changing and toilet facilities are cleaned and monitored throughout the day.
5.4 Ill children should not attend play sessions to help prevent the spread of illness.
6. First Aid and Emergencies
6.1 At least one trained first aider is present during all operating hours.
6.2 A fully stocked first aid kit is maintained on-site at all times.
6.3 All accidents and injuries are recorded in an Accident Report Log.
6.4 Emergency evacuation procedures are displayed clearly and practised regularly by staff.
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7. Fire Safety
7.1 Fire exits and evacuation routes are clearly marked and kept unobstructed.
7.2 Fire extinguishers and alarms are installed, tested, and serviced in accordance with regulations.
7.3 Staff are trained in fire safety and evacuation procedures.
8. COVID-19 and Infectious Disease Precautions
8.1 Hygiene and cleaning protocols meet or exceed public health guidance.
8.2 Visitors showing symptoms of illness may be refused entry to protect others.
8.3 Procedures will be adapted in line with any updated government or public health requirements.
9. Monitoring and Review
This policy will be reviewed annually or sooner if there are significant changes to the law, operations, or safety guidance. All staff are informed of updates and retrained as necessary.
Safety of our visitors, children, parents, carers, and staff is our top priority
8. Big Fun Little Town – Safeguarding and Child Protection Policy
​At Big Fun Little Town, we believe that every child has the right to play, learn, and grow in a safe, secure, and happy environment. We are committed to safeguarding and promoting the welfare of all children and young people who visit our play sessions, and to ensuring that our staff, volunteers, and contractors share this commitment.
1. Purpose
This policy sets out our approach to safeguarding and protecting children from harm, abuse, neglect, or exploitation while participating in any activity or event operated by Big Fun Little Town.
2. Our Commitment
• The safety and wellbeing of children is our top priority.
• We create an environment where children are respected, valued, and listened to.
• We maintain robust procedures for identifying and responding to concerns about a child’s welfare.
• All staff understand their responsibilities in safeguarding and act promptly and appropriately when concerns arise.
3. Scope
This policy applies to all Big Fun Little Town staff, contractors, and volunteers, as well as any third parties working on our premises or on our behalf.
4. Definitions
• Child: Any person under the age of 18.
• Safeguarding: The action taken to promote the welfare of children and protect them from harm.
• Child Protection: Part of safeguarding — specifically, the procedures followed to protect individual children who are at risk of, or are suffering from, significant harm.
​5. Responsibilities
5.1 Management
• Ensure this policy is implemented and reviewed annually.
• Appoint a Designated Safeguarding Lead (DSL) to oversee safeguarding matters.
• Ensure all staff are appropriately trained and understand their responsibilities.
• Maintain records of any safeguarding concerns in a confidential and secure manner.
5.2 Designated Safeguarding Lead (DSL)
• Acts as the main point of contact for all safeguarding concerns.
• Provides advice and guidance to staff.
• Liaises with external agencies (such as local safeguarding boards or police) when necessary.
5.3 All Staff and Volunteers
• Must report any concerns about a child’s welfare immediately to the DSL.
• Must not promise confidentiality to a child who discloses information about potential harm.
• Must treat all children and families fairly, respectfully, and without discrimination.
6. Safe Recruitment
• All staff and volunteers who work directly with children will undergo appropriate background and reference checks (such as DBS or Working With Children Checks, depending on local requirements).
• Staff will not begin unsupervised work with children until all checks are complete.
7. Code of Conduct
All staff, contractors, and volunteers must:
• Always act as positive role models.
• Maintain professional boundaries with children and families.
• Never engage in inappropriate or physical contact beyond what is reasonable for safety or comfort.
• Avoid being alone with a child in a private or enclosed space whenever possible.
• Immediately report any concerns, disclosures, or incidents to the DSL.
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8. Recognising Signs of Abuse
Abuse may take many forms, including (but not limited to):
• Physical abuse – hitting, shaking, or causing physical harm.
• Emotional abuse – persistent emotional maltreatment or verbal abuse.
• Sexual abuse – forcing or enticing a child to take part in sexual activity.
• Neglect – failure to meet a child’s basic physical or emotional needs.
Staff are trained to recognise and respond to these indicators and act immediately if they have concerns.
9. Reporting Concerns
• Any member of staff who has a concern about a child’s welfare must report it to the Designated Safeguarding Lead immediately.
• If a child is in immediate danger, staff must contact emergency services or the relevant child protection authority without delay.
• All concerns will be recorded accurately, kept confidential, and shared only with those who need to know.
10. Responding to a Disclosure
If a child discloses that they are being harmed or abused:
• Listen carefully and calmly.
• Do not ask leading questions or make judgments.
• Reassure the child that they did the right thing by telling someone.
• Explain that you must share this information to help keep them safe.
• Report the disclosure immediately to the Designated Safeguarding Lead.
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11. Training
All staff and volunteers receive safeguarding training appropriate to their role and are required to refresh this training regularly.
Additional training is provided to the Designated Safeguarding Lead.
12. Confidentiality and Record Keeping
• All safeguarding records will be kept securely and separately from general records.
• Information will only be shared on a need-to-know basis and in accordance with data protection laws.
13. Policy Review
This policy will be reviewed annually, or sooner if there are changes to legislation, guidance, or operational practice.
9. Big Fun Little Town – Accessibility & Inclusion Statement
At Big Fun Little Town, we believe every child deserves the opportunity to play, explore, and learn in a welcoming and inclusive environment.
We are committed to providing equal access to our facilities and activities for all children and families, regardless of ability, background, or circumstance.
1. Our Commitment
• We are dedicated to creating a safe, friendly, and inclusive play space where everyone feels valued and respected.
• We welcome children and families of all abilities, cultures, and backgrounds.
• We aim to remove barriers that may prevent participation in our play sessions and community events.
2. Accessibility
• Our premises are designed to be accessible for prams, wheelchairs, and mobility aids where reasonably practicable.
• We strive to provide clear signage, accessible toilets, and wide pathways for easy movement.
• If you or your child require additional assistance or adjustments, please speak to a member of our team — we are always happy to help.
3. Inclusion
• We promote kindness, empathy, and respect among all visitors.
• Our play sessions are structured to encourage social interaction and cooperative play.
• We aim to accommodate the needs of children with sensory sensitivities, developmental differences, or additional learning needs wherever possible.
4. Communication and Support
• If a child or family requires specific support to participate safely and comfortably, we encourage early communication so we can make suitable arrangements.
• Our staff are trained to assist families respectfully and to respond appropriately to a range of needs.
• We welcome feedback and suggestions on how we can continue to improve accessibility and inclusion for all visitors.
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5. Continuous Improvement
We regularly review our facilities, policies, and practices to ensure they meet accessibility and inclusion standards.
Our goal is to make Big Fun Little Town a place where every child — and every family belong.