no point asking to speak to a supervisor - from a technical perspective, the staff on the phones know more than the supervisors! supervisors are there to manage the teams, they do not deal with the systems on a day to day basis, so are not up to date with how things work

when you call FAO (136150) tell them you want to confirm that you are CCB current for that child. ask them to confirm child CRN and DOB on the system (to ensure no mistakes), to check your current percentage, and to reissue you the letter with your entitlement on it. if you have the CRN of the centre, they should be able to send a letter to the centre as well (although the system was changed recently so this may not be possible). if you provide the letter to the centre and they still have problems, there is a childcare provider hotline that they can contact for assistance.