SERVICE AGREEMENT & CODE OF CONDUCT

(Private & Family Law Court Service Requests)

1. OUR PURPOSE

At Family Konnect our primary focus is the physical and emotional safety of the children in our care. This Service Agreement and Code of Conduct ensure that supervised contact remains a positive, stress-free, and safe experience for the child, while fostering strong parent-child relationships and minimising conflict.

FK provides independent, child-centred contact supervision, transport, respite and related support services to children and young people who are the subject of current matters before the Family Court of Australia, and to children and young people in statutory out-of-home care.

This Agreement sets out the terms on which Family Konnect delivers those services to clients (Private and Family Law Court Services).

2. ARRIVAL & DEPARTURE LOGISTICS (Strict Compliance)

To ensure safety and privacy, particularly in matters involving Apprehended Domestic Violence Orders (ADVOs) or high conflict between parties, the following procedures are strictly enforced:

• Staggered Times: clients must arrive and depart exactly at their designated times. If a client arrives early, they must wait off the premises or venue (for example, in a car some distance away) until they receive instructions from the Supervisor.

• No Lingering: after dropping off or collecting a child, the client must leave the location immediately. Clients may not wait in the car park or on the street.

• No Contact: under no circumstances are parents to communicate with, approach, or attempt to view the other parent, unless both parents have approved and authorised this during the intake assessment interview. This requirement will be authorised to facilitate a smooth and safe transition for the child or children requiring support during handovers.

3. CODE OF CONDUCT: DURING THE VISIT

A) Permitted & Encouraged Behaviour

• Focus on the Child: engage in play, read, participate in activities, and give the child full attention.

• Positive Tone: remain calm, upbeat and positive throughout the visit.

• Appropriate Contact: hugs and appropriate affection are encouraged, provided the child is comfortable and initiates or willingly accepts them.

• Food and Gifts: provide healthy snacks (sugary treats should be limited). All gifts, letters and food must be presented to the Supervisor for inspection before being given to the child.

• Photos and Videos: supervised parents may take photos or videos of and with their child or children during visits, unless court orders explicitly prohibit this.

B) Prohibited Behaviour

• No Unauthorised Recordings: clients are strictly prohibited from making unauthorised audio or video recordings of conversations with Family Konnect staff in any dealings with the agency, including visits, phone calls and meetings.

• No Photos of Staff: clients must not take photos or videos of the Supervisor or of other clients under any circumstances.

• No Conflict Talk: clients must not discuss court matters, lawyers, the Department of Communities and Justice (DCJ), or the reasons supervised visits are taking place.

• No Adult Topics: clients must not discuss the other parent, their household, or new partners, and must not speak negatively about family members or the court.

• No Future Promises: clients must not discuss future living arrangements or make promises about the future (for example, statements such as “you’ll come and live with me soon”).

• No Interrogation: clients must not question the child about the other parent’s life, where they live, who they see, or what they do.

• No Whispering: all conversations must be spoken at a normal volume and in a language understood by the Supervisor, unless a pre-arranged interpreter is present. Secret notes are not permitted.

• No Physical Discipline: smacking, grabbing or any form of physical discipline is strictly prohibited and will result in immediate termination of the visit.

• No Substances: clients must not attend a visit under the influence of alcohol, illicit drugs, or unprescribed medication.

4. LOCATIONS, TRAVEL & TRANSPORTATION

• Community Visits: supervised parents may visit different community locations with their children during a visit and are not obliged to remain at one location for its entire duration. For example, the family may move to an indoor venue if the weather is unsuitable. Where a visit takes place in a library, the family is not expected to remain there for the entire duration, particularly if the children are unwilling to do so.

• Home Visits: visits at the supervised parent’s home are permitted only where approved by the other party and by Family Konnect, and only after a formal home safety check has been completed by FK. The home safety check is conducted for Family Konnect’s internal records and is retained on the family’s file; it is an internal assessment tool and is not provided to either party.

• Driving Restrictions: where there is proven evidence that a supervised parent has a significant mental health condition, is taking specific medications, or has a history of drug or alcohol use, that parent will not be permitted to transport the children in their own vehicle.

• Supervisor Transport and Mileage: where a supervised parent cannot transport the children, the Supervisor will transport them. The supervised parent may travel in the Supervisor’s vehicle or follow separately in their own car. Travel in the Supervisor’s vehicle during visiting hours incurs a mileage fee of $1.20 per kilometre.

• Travel Allowance: A travel allowance applies where the Supervisor must travel for more than 30 minutes to reach the visit or meeting point.

• Parents may suggest visiting venues and activities in consultation with their child or children.

5. REPORTS & DOCUMENTATION

For each supervised contact, FK will provide a written report within 72 hours of service delivery. Reports are objective, observation-based, and professionally written. Each report typically includes 8–10 photographs of the interaction, where appropriate and with consent.

Family Konnect will provide a copy of the comprehensive written report to both parties within 72 hours of the visit date.

6. ROLES & RESPONSIBILITIES

The Supervisor

The Supervisor will always be present to ensure safety and will be able to see and hear all interactions during the visit. The Supervisor does not take sides, remains neutral, and records factual observations for comprehensive written reports. The Supervisor will intervene or end a visit if the rules in this Agreement are breached. Where a critical event occurs, the Supervisor will complete a critical incident report.

Worker to Child Ratio

Family Konnect maintains a standard supervision ratio of one (1) worker to three (3) children.

• Where more than three children are scheduled to attend a visit, staffing requirements will be assessed on a case-by-case basis. Factors considered include the number of children, their ages, and any identified additional needs (including but not limited to behavioural, developmental, or disability-related support requirements). In such cases, a second worker may be required, and any additional staffing costs will be communicated to the client in advance of the visit.

Bathroom Supervision Protocol

Where a child needs to use the bathroom during a visit, the Supervisor and the supervised parent will take the child together. Where the supervised parent prefers the Supervisor to take the child alone, the Supervisor will do so.

Where a group of children is attending and one child needs to use the bathroom, the Supervisor will ask the supervised parent and all children to accompany that child.

Where children are able to use the bathroom independently, the Supervisor and the supervised parent will remain outside. Where a child is younger than three years of age, the supervised parent will accompany the child inside while the Supervisor remains outside.

Where children are at a park or similar setting and one child wishes to play while another wishes to remain seated, the Supervisor will ask the supervised parent to ensure all children remain within the Supervisor’s sight. This may require the supervised parent to accompany a child to the play area, or to ask a child to return to the group. Alternatively, the Supervisor may encourage the children to reunite in one location and undertake the same activity so that all children can be properly supervised.

The Supervised Parent

The supervised parent must manage the child’s behaviour safely and positively and must comply immediately with the Supervisor’s reasonable directions without argument. The supervised parent must meet their child/children‘s emotional and physical needs during the visiting hours.

The Parent With Whom the Child Resides

This parent must prepare the child positively for the visit and arrive on time. Where the child is a newborn or a toddler, this parent must provide essentials including clothing, nappies, food, water and medication as required.

General

• Neither parent must involve the Supervisor in disputes between the parties.

• Communication Boundaries: clients must not contact Supervisors via text or phone call outside of booked visiting hours. Supervisors cannot confirm date availability or accept requests for scheduling changes.

• Contacting Management: for all scheduling, date availability, changes, or complaints, clients must contact Management, preferably by email. For urgent matters, please call the Family Konnect Manager on 0406 864 861. Legal questions must be directed to the client’s own lawyer.

7. STRICT NEUTRALITY, COOPERATION & LEGAL PROCEEDINGS

• Strict Neutrality: Family Konnect maintains strict neutrality in all family matters and does not take sides or represent either party. Family Konnect’s sole focus is the child’s well-being.

• Subpoenas for Production: beyond the standard post-visit reports provided to both parties, and to avoid any perception of bias, Family Konnect will not willingly distribute internal files, notes, or formal evidence to individual parties upon request. Such documents will only be provided directly to the Court via a formally issued Subpoena for Production.

• Mandatory Cooperation: supervised visits require the cooperation of both parents. Family Konnect cannot and will not facilitate services where one party fails to confirm a visit, refuses to communicate, or is otherwise unwilling to cooperate with Family Konnect’s staff and procedures.

8. FEES & INVOICING

Services are charged at the hourly rates/package costs set out in FK’s current Rate Schedule, which is published on Family Konnect’s website.  

9. CONFIDENTIALITY, PRIVACY AND INFORMATION SHARING

Information about children, young people, families and carers will be 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). Information will only be shared where necessary to promote the safety, welfare or wellbeing of a child or young person. Family Konnect retains records for the period required by law and the Office of the Children’s Guardian (OCG) Child Safe Standards.

10. CHILD SAFETY, REPORTABLE CONDUCT AND CRITICAL INCIDENTS

Family Konnect is a child-safe organisation and complies with the NSW Child Safe Standards. Family Konnect staff are mandatory reporters under sections 23 and 27 of the Children and Young Persons (Care and Protection) Act 1998 (NSW) and will make reports to the NSW Child Protection Helpline where required. Family Konnect will notify the parties and all legal representatives, in writing, of any critical incident, reportable conduct matter, injury, disclosure, or significant concern arising during a service as soon as reasonably practicable and in any event within 24 hours. Family Konnect complies with the special statutory requirements under section 76 of the Community Welfare Act 1987 (NSW) and section 45 of the Child Protection (Working with Children) Act 2012 (NSW).

11. INSURANCE AND LIABILITY

Family Konnect maintains current Public Liability insurance and Professional Indemnity insurance, each to industry-standard cover levels. Certificates of Currency are available upon written request and will be provided promptly.

12. FINANCIAL RESPONSIBILITY, FEES & CANCELLATIONS

• Pre-Payment: all fees must be paid 2–3 business days before scheduled visits.

• A booking may be cancelled, rescheduled or amended at no charge where written notice is received at least 24 hours before the scheduled start time. Otherwise, Family Konnect will charge full fees for the hours the service has been booked. 

• Where Family Konnect cancels a service due to unforeseen circumstances, Family Konnect will provide as much notice as possible and will offer the earliest practicable reschedule.

• Illness: if a child or the supervised parent is unwell, Family Konnect must be notified by email or phone. A medical certificate must be emailed to Family Konnect, and a make-up visit will be arranged with both parties for the missed visit date.

• Clients remain financially responsible for: visits ended early due to breaches of this Agreement; visits cancelled by either party without sufficient notice; children who are unwilling or unable to attend; and administration fees for work outside standard scheduling.

PAYMENT DETAILS:

• Account Name: Family Konnect Pty Ltd

• Bank: Commonwealth Bank

• BSB: 067 873

• Account: 1284 8854

• Reference: Family name and/or child’s name.

AGREEMENT TO PAY

Family Konnect does not determine who pays for contact fees. This must be agreed upon by the parties involved or as outlined in court orders.

Name(s) of Parent(s) Responsible for Payment:

(If shared, please specify the percentage or arrangement as set out in court orders.)

13. COMPLAINTS & GRIEVANCES

Family Konnect aims to resolve all concerns internally and professionally. Where a client has a complaint or grievance regarding the service or staff, the following procedure must be followed:

1. Submit in Writing: the complaint must be submitted in writing by email to Management. Please detail the specific concerns clearly and factually.

2. Make an Appointment: once the written complaint is submitted, the client must contact Management to schedule a formal appointment, by phone or in person, to discuss the concern. Supervisors cannot address or resolve complaints during visiting hours.

Family Konnect also maintains an internal protocol for Supervisors to follow where a child, or a group of children, refuses to attend a contact visit. Details of this protocol are available from Management on request.

14. SUSPENSION OR TERMINATION OF SERVICE

Client-Initiated Termination (Mutual Agreement Required)

To maintain strict neutrality, Family Konnect cannot accept a request to terminate services from only one party where the other party wishes to continue. Both parties (mother and father) must agree to the termination of Family Konnect’s services.

Where both parties agree to terminate services, they must provide mutual written notice to Management at least one week in advance, including the reasons for cancelling the service.

Exception for New Court Orders: the one-week notice period and the mutual agreement requirement are waived where a parent is issued a new, valid Court Order stating that supervised visits are no longer required (a “non-supervision order”). As court outcomes can be unpredictable, the client needs only to notify Family Konnect immediately upon receiving the new order.

Family Konnect - Initiated Suspension or Termination

Family Konnect may suspend or cease services immediately where:

• Visits are harmful, unsafe, or distressing for the child.

• Safety or court requirements cannot be met.

• A party breaches this Agreement, court orders, or exhibits aggressive or abusive behaviour toward staff.

• Services place undue strain on Family Konnect’s resources.

SERVICE AGREEMENT – CLIENT ACKNOWLEDGEMENT

By signing below, I agree to:

• Comply with all Family Konnect policies, this Code of Conduct, and staff directions.

• Behave respectfully and safely during visits.

• Accept that Supervisors record factual notes and that reports cannot be altered.

• Not make unauthorised audio or video recordings during any dealings with Family Konnect.

• Release Family Konnect from liability except where required by law.

• Accept that Family Konnect maintains strict neutrality and confidentiality, and will only provide additional files or formal evidence directly to the Court via a Subpoena for Production.

• Follow the formal written complaints procedure set out in this Agreement in the event of any grievance.