Parental Choices in Childcare Services: Customer Experience and Risks of Unregistered Childcare

Abstract

Parental decision-making in selecting childcare services is crucial to ensuring children’s safety and well-being. However, many parents face difficulty accessing reliable information, often relying on unverified sources such as social media and personal recommendations. This study explores parental experiences in choosing childcare, focusing on challenges, risks, and consequences. A qualitative phenomenological approach was adopted, using semi-structured interviews with parents whose children experienced neglect or abuse at childcare centres. Thematic analysis, supported by NVivo software, revealed three key findings. First, many parents rely heavily on informal sources like Facebook, which often lack credible reviews or verification. This reliance increases the risk of selecting unsafe childcare. Second, affordability and proximity significantly influence decisions. Financial pressures and work commitments often compel parents to choose unregistered providers despite known safety concerns. Convenience and cost were prioritised over regulatory status in many cases. Third, children exposed to unsafe childcare environments exhibited concerning physical and behavioural changes, including fear, withdrawal, speech delays, bruises, and recurring illness. Some suffered lasting trauma, negatively affecting emotional and social development. Parents often hesitated to report abuse, especially when dealing with unregistered centres, due to legal ambiguity and lack of evidence. This study highlights the urgent need for a centralised digital platform offering verified reviews, ratings, and registration status to aid parents in making informed decisions. Enhancing transparency can significantly reduce risks associated with unregulated childcare. Future research should examine the role of government oversight and parental awareness in strengthening childcare selection practices.