Privacy policy

1. What we collect

We collect only what the service needs. Depending on how you deal with us, that is:

• From the intake form and the intake interview: your name, phone number, email and address; the other parent's contact details; your lawyer's and the Independent Children's Lawyer's names and emails where there are any; which parent is supervised; the services you need, the hours and dates; the reason for the request; whether you need an interpreter and your cultural identification; and for each child their name, gender, date of birth, care needs, interests and anything you tell us we should know.
• Documents you give us: court orders, parenting plans and case plans, which we need to supervise within their terms.
• From the service agreement: your name, the date, your signature and, where fees are shared, the share each person pays.
• From an enquiry: your name, contact details and your message.
• From a job application: your name, contact details, your resume and the details of your Working With Children Check and police clearance.
• From an agency referral: the caseworker's and agency's details and the referral's particulars.
• During the service: the supervisor's factual notes of each visit, changeover or online session, photographs taken during a visit for the report, the written report, and our correspondence with you.
• For billing: invoices and the payments made against them. Card payments are handled by Stripe on its own pages; we never see or store your card number.

2. Why we collect it

• to decide whether our service suits your family, and to plan supervision that keeps your child safe and comfortable;
• to supervise within the terms of any orders or agreement, and to write the report of each visit, changeover or session;
• to invoice for the service and to keep the records a business must keep;
• to meet our obligations under the law, including mandatory reporting and the NSW Child Safe Standards;
• to answer your enquiry, or to consider your application to work with us.

We do not sell information, and we do not use it for advertising.

3. Who we share it with

Information about children, young people, families and carers is handled in accordance with the Privacy Act 1988, the Privacy and Personal Information Protection Act 1998 (NSW), the Health Records and Information Privacy Act 2002 (NSW) and Chapter 16A of the Children and Young Persons (Care and Protection) Act 1998 (NSW). We share it only where necessary to promote the safety, welfare or wellbeing of a child or young person, which in practice means:

• each parent: the same report goes to both parents after every visit;
• the people the orders or the referral name: each parent's solicitor, the Independent Children's Lawyer, or the referring caseworker and agency;
• your supervisor: the details they need to run the visit, under our code of conduct and a confidentiality obligation;
• a court: files and formal evidence go to the Court only under a subpoena or an order, never to one party on request;
• the authorities, when the law requires it: a report to the NSW Child Protection Helpline, or to the police in an emergency.

We stay neutral between parents. Nothing one parent tells us in confidence is passed to the other outside the report.

4. Where it is kept, and for how long

Your information is kept in Family Konnect's business systems, never in anyone's personal accounts, and access is limited to the people who need it to deliver or bill the service. Supervisors transfer their notes and photographs to us with the report and delete them from their own devices once it has been submitted.

Two of the providers we rely on store information for us: Wix, which hosts this website and holds what you send through its forms, and Google Workspace, which carries our email and documents. Both may store information on servers outside Australia.

We keep records for the period required by law and by the NSW Child Safe Standards, then dispose of them securely.

5. Photographs

A supervisor may photograph a visit for the report, with consent and where no order prohibits it; supervised changeovers are never photographed. The photographs are for the report only. Family Konnect never publishes identifiable images of the children or families we work with, anywhere, at any time. Parents may photograph their own child during a visit unless orders say otherwise; nobody may photograph the supervisor, another family or another family's child.

6. This website

This website sets no advertising or analytics cookies. Wix, which hosts it, may set the cookies it needs to run the site and its forms. The payment page loads Stripe's card button, which sets Stripe's own cookies when you use it. Nothing you type into a form leaves your browser until you press the button that sends it.

7. Seeing and correcting your information

You can ask to see the personal information we hold about you, and ask us to correct it, by emailing contact@familykonnect.com.au or calling 1800 842 048. We answer within a reasonable time, and we explain if there is something we cannot release, for example the other parent's details, or a report that has already been issued and cannot be altered.

8. Complaints

If you think we have handled your information wrongly, write to us first at contact@familykonnect.com.au and we will look into it and reply in writing. If you are not satisfied with our answer, you can complain to the Office of the Australian Information Commissioner at oaic.gov.au.

9. Changes to this policy

When this policy changes, the new version goes up here with its date. Family Konnect Pty Ltd, PO Box 192, Pyrmont NSW 2009. Open 8:30 am to 7 pm, every day.