Frequently asked questions (FAQ).

Click on the topic below to find your answer.

How can U terminate the childcare?
Terminating the contract must be done in writing: by letter or email to klantadvies@korein.nl. The notice period is 1 month and can be done at any day of the month.

How can I register my child?
Registration must be done through our website.  

What do I need to state at BSN (citizen service number) when my child has not yet been born?
When your child has not yet been born, you can leave this field empty.

When will I receive a reply to my application?
After the application, you will receive a confirmation of your registration by email. Please note that this is not yet a contract. Our client advisor will contact you in writing or by phone no later than 3 months before the requested starting date.

How can I adjust my application?
Adjustments can be communicated by email: klantadvies@korein.nl or by phone at (040) 294 89 89.

The registration form freezes at a certain page, why does this happen?
The registration form contains a number of mandatory fields. When these fields are not, or incorrectly, completed, you cannot move on to the next page and a red box will appear indicating which field needs to be completed.

Is there a waiting list?
Whether there will be a waiting list depends on the age of your child, the starting date, the required days you need childcare, and the chosen location. We maintain a priority system, whereby children of existing clients get priority. Naturally, we will do our utmost to meet your requirements. When this is not (entirely) possible, we will try to propose a fitting alternative.
Your client advisor will contact you as soon as we can make you a proposition. Especially when you need childcare on Mondays, Tuesdays, and Thursdays, it might take a little longer before a place becomes available as these are our busiest days.

My child goes to the daycare and will soon turn 4. Do you have a place at the out-of-school care?
We advise you to register your child in good time in order to ensure a smooth transition between the daycare and the out-of-school care. When your child has been at our daycare for at least six months and is going to move on to the out-of-school care ('BSO'), you are guaranteed a place at the BSO on the same days your child attends the daycare. In order to be eligible for the BSO guarantee, you need to register your child at least six months before he/she turns four, and the choice of school must be known. Please note that a school is linked to a certain location. This means that the BSO location of your child depends on your choice of school. It may happen that the linked location is full. Your child will then be given out-of-school care at another location until a place becomes available at the linked location.
Would you like to know more about which schools are linked to which locations, then please contact us by email at klantadvies@korein.nl or by phone at (040) 294 89 89. 

Where can I find the terms of delivery?
The terms of delivery can be found via this link.

Where can I find the house rules?
The house rules can be found via this link.

How can I register my child for the pre-school playgroup?
The pre-school playgroup is part of the daycare. When you choose 'daycare' at the 'Type of care' box, you can then select a location where we offer the pre-school playgroup.

Do I need to pay a registration fee?
No, Korein does not charge any registration fees.

My question is not listed here, what can I do?
You can mail your question to klantadvies@korein.nl, or contact us by phone at (040) 294 89 89. We are here to help you.

Where can I find Korein?
Korein has locations in the provinces of Noord-Brabant and Limburg. You can use this link below to find the nearest location.

What are the drop-off and pick-up times when I use a half-day of childcare?
Childcare from 07.30-13.00: pick-up between 12.45 and 13.00.
Childcare from 13.00-18.30: drop-off between 13.00 and 13.15.

What is the Korein policy regarding vaccinations?
We do not maintain our own policy when it comes to admitting/refusing children who are not vaccinated but follow the policy of the RIVM (National Institute for Public Health and the Environment). When the RIVM policy changes, then we will adjust our policy accordingly, in the prescribed manner.

During the intake of new children at our locations, we will ask whether your child follows the national immunisation programme. This allows us to inform those parents who specifically ask for this information about the number of non-vaccinated children (anonymously) at the location, as it is known to us. Therefore, you will be given the opportunity and insight to make a well-informed choice.

We use the KIDDI app of the RIVM in order to stay up to date with the latest guidelines and required actions with regard to specific diseases. The KIDDI app provides us with up-to-date information about infectious diseases and hygiene guidelines for childcare centres, pre-school centres, and out-of-school care organisations. This information is based on the guidelines for childcare centres of the National Centre for Hygiene and Safety (LCHV), which is part of the RIVM.

My child is sick. Can he/she come to the daycare centre?
It is not always easy to tell when a child can be called "sick". A sick child needs specific care and attention which cannot be provided at a childcare location. The location will have to determine whether and under which circumstances a sick child can be brought in or stay. More information on this subject can be found in the House Rules on this website.

What is the Childcare Act?
The government pays part of the costs for childcare when you comply with the following requirements:

- You work, study, follow a pathway back to work, or you follow an integration course at a certified institution. The same applies to your partner.
- Your child goes to a registered childcare centre.

You can easily calculate your net costs with the calculation tool on our website. 

You can also calculate your childcare benefit on the website of the Dutch Tax Authorities.

How can I make an appointment for the application of childcare benefit?
Please send an email to klantadvies@korein.nl., or contact us by phone at (040) 294 89 89. You can make adjustments with regard to the benefit yourself via toeslagen.nl. We do not offer support for this.

How can I communicate any comment and remarks?
You can find our contact details and response form that can be used to forward your comments and remarks via this link.

My question is not listed, what can I do?
You can email your question to klantadvies@korein.nl., or contact us by phone at (040) 294 89 89. We are here to help you.

What are the descriptions on my invoice?
These are your contracted services. When you have a BSO package for 52 weeks, whereby the school finishes at 14:45, the invoice will state:
• 52-weeks package BSO (14:45-18:30)
• 52-weeks package holiday weeks 

This means that your child can come during the 40 school weeks from 14:45 till 18:30 and during the 12 holiday weeks or school free days from 07:30 till 18:30. 

 

What are the descriptions on my invoice for the pre-school playgroup?

The invoice will state the contracted (partial) days at which your child attends the pre-school playgroup.
For example:
• Pre-school Playgroup WKO (08:30-12:30): your child attends the playgroup morning session and you fall under the Childcare Act. You can apply for a childcare benefit via toeslagen.nl;
• Pre-school Playgroup N-WKO (08:30-12:30): your child attends the playgroup morning session and you do not fall under the Childcare Act. You cannot apply for a childcare benefit, but you are eligible to receive an allowance from the municipality. Korein will handle the financial matters.
• Pre-school Playgroup Advice JGZ does not fall under the WKO: your child has a VE indication (indication for pre-school/early childhood education) and will join the pre-school playgroup for 8 additional hours. These additional hours are free. 

How can I pay my invoice?
You can only pay the invoice by bank transfer or direct debit. When you want to make use of the direct debit option, then please contact us via email at klantadvies@korein.nl or by phone at (040) 294 89 89. We will send you a direct debit authorisation form.

When will the monthly direct debit payments take place?
The Tax Authorities pay out the childcare allowance in advance. Korein Kinderplein collects the direct debit payments on the 3rd of each month in which the child attends the childcare centre. To give an example: you receive your benefit from the Tax Authorities around 20 June for the month of July. On 3 July, the invoice amount for July will be automatically collected by us.

When will I receive the annual statement for the Tax Authorities?
You will receive the annual statement by the end of February. It will be available in the Parent Portal when it has been issued.

Settlement of the pre-school discount: I see the description 'PW discount EH 40 wk' of 'PW discount EH 52 wk' on my invoice. What does this mean?
The municipality of Eindhoven has agreed to give a compensation to parents of all toddlers between the age of 2 years and 3 months and 4 years who attend a childcare centre. This allowance will be settled against your invoice under these descriptions.

I have an 'even/odd' weeks package. How is this described on my invoice?
You will receive an invoice for the actual number of days your child attends the childcare centre each month. This means that the invoice amount will be higher or lower, depending on the month.
You can see below for which month(s) your invoice will be higher in 2020. The other months, the invoice will be lower.

  Monday Tuesday Wednesday Thursday Friday
Even weeks March/August March/September April/September April/October May/October
Odd weeks June June/December January/July/December January/July/December January/July

 

Why does my invoice for the 'even/odd weeks' package show asterisks?
We calculate the actual days per month that are contracted. These actual days are indicated with a *. Behind that, you will see the amount and the number of hours that was calculated.

What does the 'even/odd weeks' package mean for the childcare benefit?
In order to calculate the amount of childcare benefit you receive per month, the Tax Authorities Benefits Department uses the number of care days on an annual basis. We advise you to register the average amount of hours per month on an annual basis. However, you should be aware that our invoice will be higher for 2 months.

I do not use holiday care days in a certain month, but I do receive an invoice for this. Why?
The amounts are based on an average per month, calculated over an entire year. Our calculation is as follows:
Hours of care per week x 52 weeks: 12 months = number of hours per month.
Example: Mondays from 07:30 – 18:30 = 11 hours a day x 52 weeks: 12 months= 47.67 hours per month.

I have received a credit note. How does this work?
The invoice which has been paid in advance and which proves to be incorrect afterwards will be credited in full. We will then prepare a new invoice.

When the new invoice shows a higher payable amount than the original invoice, then the difference will be automatically settled via the next direct debit. This means that the outstanding amount will be collected together with the next invoice.

When the new invoice shows a lower payable amount than the original invoice, then the difference will be automatically settled via the next direct debit. This means that this amount will be deducted from the next invoice that will be collected.

When you have chosen to arrange the payments yourself, then the invoice will show you whether you will receive a reimbursement from Korein, or whether you will need to pay extra.
Should you be entitled to a reimbursement, then you can settle this against the next invoice, or you can request our Debit department to pay the amount into your account.
When you need to pay extra, the payment term will be indicated on the new invoice.

How can I change my IBAN number?
Please send an email to debiteuren@kss.nl to inform us of any changes in your bank account details. It is not yet possible to do this through your parent portal.

My income is higher than € 123,000. Am I entitled to the childcare benefit?
Yes, you are entitled childcare benefit. You can easily calculate your gross and net costs with the calculation tool on our website. 

Is it possible to transfer the childcare benefit directly to Korein?
No, this is not possible. You will receive the childcare benefit on your bank account.

How much do I pay for the childcare?
You can find our rates in our rates overviews. When you are entitled to childcare benefit according to the Childcare Act, the government will help to pay for the childcare. You can easily calculate your personal gross and net costs with the calculation tool on our website. 

Do I also pay for childcare during the holidays?
For both the daycare and the out-of-school care, you can opt for a package that includes or excludes holiday weeks. Korein Kinderplein bills the annual costs in 12 monthly terms. An exception to this is the 40-weeks package. For this, the annual costs are divided over 11 terms. This also applies to the pre-school playgroup. This is also billed in 11 terms, whereby you will not receive an invoice for August 2020.

Am I entitled to childcare benefit?
When you are entitled to childcare benefit according to the Childcare Act, the government will help to pay for the childcare. You can easily calculate your personal gross and net costs with the calculation tool on our website. 

What are the rates applied by Korein?
You will find an overview of our rates via this link. Please note: these are gross rates.

Where can I find the registration number from the National Childcare Register (LRK)?
You can find the LRK registration number of your location on the invoices, in the contract, and on the page of your location on this website.

You can also find the registration number on the website of the National Childcare Register (LRK). 

Why is the hourly rate of a 40-weeks package higher than the rate of a 52-weeks package?
The costs for a childcare place are divided over the number of weeks of the respective package. This results in a higher hourly rate for a 40-weeks package than for the 52-weeks package? However, the gross costs of a 40-weeks package are lower than those of a 52-weeks package as the number of hours you have contracted is lower. It depends on your need for childcare and your possible entitlement to childcare benefit whether it would be wise for you to change your contract to a different package. You can easily calculate your personal gross and net costs with the calculation tool on our website.

How does my Parent Portal work? (Manual)
Click on 'more information' to learn more about the various options the parent portal offers. Should you have any further questions after reading the manual, please don't hesitate to contact us at klantadvies@korein.nl or by phone at (040) 294 89 89.
Read the user manual (only in dutch)

Where can I log in to my parent portal?
You can access the login page directly via this link. Here you can log in with your username (email address) and password.

For what can I use my parent portal?
My Parent Portal contains an overview of all your details. In addition, you can:

• Change the name/address details of you and/or your partner and/or child(ren);
• File a request for a structural change in your current childcare days or to extend this with additional days or partial days;
• You can access your invoices and annual statement;
• You can register your next child(ren) for childcare;
• You can report your child absent for a specific day;
• You can see your accrued exchange hours.

The manual explains all options of My Parent Portal and how you can use them.

My Parent Portal does not yet have the option to terminate the childcare contract or to plan Extra Childcare. We are in the process of providing these options via My Parent Portal in the future as well.

Why are there only a few functionalities available on my parent portal?
We chose to build a base for My Parent Portal first, so you can make a few arrangements online beforehand. In the future, we will add new functionalities to My Parent Portal. Naturally, we will inform you as soon as these are ready for use.

What can I do when my parent portal is not functioning?
When the My Parent Portal website is not functioning properly, we kindly request you to try again via another browser or computer. When the Portal is still not working, then please try again later. When My Parent Portal is not functioning substantively, you can send an email to klantadvies@korein.nl and we will answer your question as quickly as possible.

I forgot my password.
Use this link to go to My Parent Portal and click on the link 'forgot password'. You will receive an email with a new password.

What can I do when my username or password is not working?
Go to My Parent Portal and click on the link 'forgot password'. You will receive an email with a new password.

How can I see that a new message is waiting in my parent portal?
You will always receive an email when My Parent Portal contains a new message for you. When you log in to My Parent Portal, you find the button 'inbox' at the top, which has a different colour than the other buttons.

Will any adjustment be processed immediately?
Adjustments in your personal details will be processed immediately in our systems, after which we will use your new details. Changes with regard to the contracted childcare will not be processed immediately.

How do I know you received my application for a new child?
You will receive a confirmation email.

I am (also) a client with KluppluZ. Will these details also be visible in my parant portal?
No, My Parent Portal does not give access to your details regarding KluppluZ.

I also make use of SMI of Plus childcare. Will these details also be visible in my parent portal?
Yes, your My Parent Portal will also give access to the details regarding SMI or Plus childcare.

I don't receive my parent portal messages in my mailbox?
The emails from My Parent Portal may have entered your spam box. When this is the case, you can find them here and add the sender to your list of secure senders, ensuring that you will receive all emails from My Parent Portal in your regular inbox in the future.

How does the parant app work?
Korein uses a parent app. By using a pin code (7400), you can stay up to date with the developments regarding the childcare via your smartphone. You are responsible for checking and keeping your details up to date, as well as for the password. Any changes you enter are binding.

What is the pin of the parental app?
The pin is: 7400.

Products and rates in 2020
Each year in November, we announce our rates for the next year. For a lot of parents, the net contribution for childcare remained at the same level or even went down bit in 2019. In 2020, however, the personal contribution will increase.

Will my costs increase in 2020?
Yes, the personal contribution will increase in 2020. The reason for this is that the increase in wages stipulated in the childcare collective labour agreement is greater than the annual childcare allowance indexation. The exact amount you will pay depends on your personal circumstances. Use the online calculation tool to see what your contribution will be. (insert link).

What other changes will we see in 2020?
We have received a lot of comments about swapping. There have been plenty of positive reactions, but we’ve also heard from parents who are disappointed about how limited the options can sometimes be. In order to provide everyone with more and better options, we want to ask all parents to help out. If you let us know in time if your child will not attend on a day you’ve booked, we can inform the other parents about the open spot sooner. That is why we are changing the deregistration deadline to 5 days. Please update us as early as you can. This will help the other parents, and their efforts will in turn help you!

Eindhoven municipality
The Dutch government has decided to increase the number of Preschool Education (“VE”) hours per 1 August 2020. Children with a VE designation will be entitled to 16 hours of childcare per week. The Eindhoven municipality will implement this increase earlier, as of 1 January 2020. As of 2020, in Eindhoven:

  • Toddlers with a VE designation will have 16 hours of childcare instead of 11 hours;
  • Toddlers without a VE designation will have 8 hours of childcare instead of 5.5 hours.

How these hours are divided over the week may differ from location to location.

Other municipalities
As soon as the other municipalities announce their rates, we will post updates in your online parent portal.

Can I change my childcare package?
Yes, you can adjust your package to better suit your needs. Please bear in mind that you need to obtain a 1 month's notice period if you want to reduce the contact hours.

I only need childcare on days that there is no school. Is this possible?
This depends on the availability at the location. If this is possible, you can apply for childcare for these days. You can contact the location directly to arrange this.

I only need childcare during the school holidays. Is this possible?
Yes, we offer Extra childcare for school holidays. When you are already a client at Korein, you can send an email to klantadvies@korein.nl. If the location agrees, than you will receive a contract. When you are not yet a client, then you can register your child(ren) via our website. This childcare package also has a notice period of 1 month and does not include exchangeable days or hours.

I only need incidental childcare. Is this possible?
Yes, we offer Extra childcare for these instances. When you are already a client at Korein, you can arrange this directly with the staff at your own location. When you are not yet a client, then you can register your child(ren) via our website. This form of childcare cannot be cancelled and is not exchangeable.

What are the official holiday weeks for 2020?
For 2020, there are 12 officially established holiday weeks:
1 week spring holiday
2 weeks May holiday
6 weeks summer holiday
1 week autumn holiday
2 weeks Christmas holiday

What if a school has an additional holiday week?
When you have a contract with a 52-weeks package, you will also be assured of childcare during the extra holiday week on your regular out-of-school care days. This is because this package includes care during all the school-free days, without extra costs. When you have a contract for another package, you can arrange for extra care days. You can do this at your own location.

Will it always be possible to contract early or extended care?
No, this depends on the availability at the location.

My child does not go to Korein for childcare. Can he/she still make use of the hairdressing service?
Yes, when you want to make use of the hairdressing service, you can contact one of our advisors via klantadvies@korein.nl or at (040) 294 89 89.

How do I know whether a location offers the hot mail service?
Click to see the list with locations that offer this service.
Of course, you can get more information about the extra services at your own location.

How can I exchange hours at Korein?
To receive exchange hours, you need to report your child absent at least five days before the respective day via My Parent Portal. Exchange applications will be granted when there is a place available at the location and as long as we still comply with legislative and regulatory requirements. This means that we cannot have more than the maximum allowed children at the location and that the pedagogical staff-child ratio is not exceeded. The options to exchange hours depend strongly on your cooperation to report your child absent on the days he/she usually attends the centre.

Attention: at the moment, the possibilities to use your exchange hours are limited at many locations.

Can I exchange regular childcare days?
Yes, you can swap childcare days during the entire year. Read more about the house rules regarding exchanging hours.

Can I also exchange partial days?
Yes, you can also swap partial days during the entire year. It is not possible to exchange single hours. Please click on the link below to find all the house rules regarding exchanging hours.

Can I exchange holidays?
Holidays can also be exchanged when they fall on your child's regular contracted care day. By holidays, we mean the days on which Korein Kinderplein is closed according to the collective labour agreement, which are New Year's Day, Easter Monday, King’s Day, Liberation Day (once every five years), Ascension Day, Whit Monday, Christmas Day, and Boxing Day. You will receive the number of contract hours as exchange hours for these days. The exchange hours will be allocated after the holiday and they cannot be used beforehand.

How many exchange hours do I get for a teacher's study day?
Childcare on teacher’s study days is a service provided by Korein Kinderplein. Clients with a 52-weeks package receive the study days free of charge, as long as they fall on the regular contract days. Should your child be absent on a study day, you will receive exchange hours. For example: when your child normally ends school at 14:30, you will receive 4 exchange hours for this study day.

Can I exchange Extra childcare days?
No, this is not possible. When you have a contract for Extra Childcare, the hours are fixed and you cannot exchange these hours.

Can my exchange hours be reimbursed?
No, this is not possible. Exchange hours remain valid up to one year after the date that your child was reported absent. When your contract terminates, the exchange hours will lapse. In consultation with your location, you can use these hours for the last contract day.

Can I use my exchange hours after I have terminated my contract?
No, this is not possible. When your contract terminates, the accrued exchange hours will lapse. You can use them for the last contract day.

How do I use the parent portal?
Check our manual (dutch) for a complete explanation of the Parent Portal.