A mother from Bangor, Sydney, expressed her deep concerns about the safety of daycare centers after her one-year-old son was mistakenly picked up by the grandfather of another child at his childcare facility. Sophie Tilley, 35, shared her experience publicly for the first time as an investigation into the incident continues, now in its ninth week.

On September 1, Tilley and her partner arrived at First Steps Learning Academy just after 5 p.m. to find their son missing. While her three-year-old son ran to greet them, an educator informed her that an "older man in shorts" had already taken her younger son. "I can't describe it. It was this utter pit in my stomach," Tilley recalled. "I just went into panic. I couldn't really talk, function, I was a mess."

In the chaos, Tilley tried to maintain composure for her older son, who was upset and shouting, "My brother is missing, where is my brother?" The daycare center quickly contacted the police and reviewed CCTV footage, which revealed that the infant had been taken home by the grandfather of another child at around 3:30 p.m. The elderly man was unaware of the mix-up and had kept the child on his lap for two hours while watching television before returning him to the center.

Tilley described the moment she was reunited with her son, saying, "I grabbed him out of the back seat, he clung on to me … he just gripped on." That night, she held both of her children tightly, seeking comfort after the ordeal.

While Tilley does not blame the grandfather, she criticized the daycare's lack of proper policies and procedures. She noted that the man was not required to sign in or identify himself before taking her son and his belongings. In response to the incident, First Steps Learning Academy has implemented a two-step sign-out process to enhance security.

The emotional aftermath of the incident has been challenging for Tilley. For two weeks, she struggled with sleep, replaying worst-case scenarios in her mind. "I'm in therapy, I'm on tablets to help with anxiety and stress levels … without them I think I'd be a mess," she said. She now experiences heightened anxiety, especially when she cannot see her children in public spaces. Her older son, who witnessed the police response, has also been affected, becoming upset at the sound of sirens. To help him cope, Tilley bought him a toy police car to create positive associations.

The investigation by the Department of Education into the incident remains open, and Tilley has been seeking updates weekly. "Why is the case still open? Why has the center not been held accountable? It makes me sick to my stomach," she stated. Tilley emphasized the trust parents place in daycare facilities, saying, "We pay an absolute fortune to go to daycare and stuff like this happens. We trust people with the most important things in our lives."

First Steps Learning Academy has faced scrutiny in the past. The NSW childcare regulator has conducted multiple investigations into serious incidents at various centers, including another case where a child experienced anaphylaxis during breakfast. Documents reveal that the regulatory team has taken disciplinary action against First Steps centers and educators 20 times since 2022, including compliance breaches at the Bangor center.

In one instance, an investigator issued a compliance breach notice after discovering 41 children on-site when the center was only approved for 40. Additionally, there were no accredited early childhood teachers present, and only one working toilet was available for 21 preschoolers.

The daycare provider has stated that it takes its responsibilities seriously and has made efforts to improve its management and safety protocols. They confirmed that their license has never been threatened or canceled and that they are committed to resolving any outstanding matters with the regulator.

As the investigation continues, Tilley hopes for accountability and improvements in the childcare sector to ensure the safety of all children.