Parents & Carers Support FAQs
This page provides answers to the most common questions from parents and carers, about enrolment, book deliveries and managing their child’s participation in Dolly Parton’s Imagination Library Australia.
How do I contact my local coordinator?
Your local coordinator is your main contact for any questions about Dolly Parton's Imagination Library. Find your program and your local coordinator details will be displayed on your program's landing page.
Enrolment
Can I enrol my child in Dolly Parton’s Imagination Library?
You can search for eligibility in your area on Find my program.
I want to add another child
Find your program and register online or contact your local coordinator using the contact details listed.
How can a friend or family member enrol their child?
Your friend/family member can register their child on Find my program. They may be placed on a waitlist depending on the funding available in their area.
Changing details
How do I update my email address?
You can update your email address in the parent portal. The new email address will be sent to your local coordinator for approval. If you cannot access the parent portal, click on reset password, enter your email and a recovery email will be sent to you.
I want to change my child's postal address
You can update your address in the parent portal.
The new address will be sent to your local coordinator for approval. Please be advised that it will take between 6-8 weeks for the first book to arrive at your new address due to our advance ordering system.
How long does it take for an address update to go into effect?
When a child's address is updated, it takes effect from the month after next. For example, if you update your child's address in January, the first book sent to the new address will be the March book. If you believe a book hasn’t arrived when it should have, please contact your Imagination Library local coordinator.
Can I pause my child's enrolment?
We cannot pause a child's enrolment. Please find your program and contact your Imagination Library local coordinator to cancel a child's enrolment, find his/her details here.
Parent Portal
Where is the parent portal?
Log in to the parent portal here.
I cannot access the parent portal
Log in to the parent portal.
Click on reset password, enter your email and a recovery email will be sent to you to reset your password.
Book questions
How long does it take to receive the first book?
Your child's first book will take 6 – 8 weeks to arrive from the date of registration. From then books should arrive monthly. If you believe a book hasn’t arrived when it should have, please contact your Imagination Library local coordinator.
What should I do if my child's monthly book doesn't arrive?
Books are picked up by Australia Post around the 1st week of the month and follow their Regular Letters delivery timetable. Due to various circumstances, there could be delays in the delivery of books. If your child's book has not been delivered by the end of the month please contact your Imagination Library local coordinator.
What if a book appears to be missing?
Books are picked up by Australia Post around the 1st week of the month and follow their Regular Letters delivery timetable. Due to various circumstances, there could be delays in the delivery of books. Please check with your local post office or contact your Imagination Library local coordinator to find out if any books have been returned to them.
Can I track the book delivery?
To keep the postage and program costs low, books are not tracked. You can check the date of pick up by Australia Post through the parent portal.
My children received the same book as each other
All children receive the same welcome book; afterwards they get a different book each month based on their birth year.
If you have twins or children born in the same year they will receive the same books each month. Alternatively, they can share one book; please contact your Imagination Library local coordinator to arrange this.
We introduce new books into the program each year, however there will always be some books repeated. Therefore, younger children may get the same book previously sent to older children from time to time.
My child's book arrived bent or damaged
Australia Post delivers books to families and we do not have control over how the books are handled after they leave our warehouse. You can leave feedback with your local Post Office.
The book has a printing error
If a book has a printing error (e.g., pages upside down or missing) contact your Imagination Library local coordinator and they may be able to supply a replacement.