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/Code of Conduct ensures that supervised visits remain a positive, stress-free, and safe experience for the child, while fostering strong parent-child relationships and minimising conflict.

2. ARRIVAL & DEPARTURE LOGISTICS (Strict Compliance)

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

• Staggered Times: You must arrive and depart exactly at your

  designated times. If you arrive early, you must wait off the premises or venue (e.g., in your car down the street) until you receive instructions from the supervisor.

• No Lingering: After dropping off or picking up your child, you must leave the location immediately. You may not wait in the parking lot or on the street.

• No Contact: Under no circumstances are parents to communicate with, approach, or attempt to view the other parent.

3. CODE OF CONDUCT: DURING THE VISIT

A) Permitted & Encouraged Behaviour

• Focus on the Child: Engage in play, read, participate in activities, and give your child your 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 & Gifts: Provide healthy snacks (limit sugary treats). All gifts, letters, and food must be presented to the Supervisor for inspection before being given to the child.

• Photos & Videos: Supervised parents may take photos or videos of and with their child/ren during visits, unless there are court orders explicitly prohibiting this.

B) Prohibited Behaviour

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

• No Photos of Staff: Under no circumstances are you allowed to take photos or videos of the Supervisor or other clients.

• No Conflict Talk: Do not discuss court matters, lawyers, the Department of Communities and Justice (DCJ), or why supervised visits are happening.

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

• No Future Promises: Do not discuss future living arrangements or make promises about the future (e.g., "You'll come live with me soon").

• No Interrogation: Do 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). No secret notes.

• 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: You must not attend under the influence of alcohol, illicit drugs, or unprescribed medications.

4. LOCATIONS, TRAVEL & TRANSPORTATION

• Community Visits: Supervised parents may visit different community locations with their children during the visit.

• Home Visits: Visits at the supervised parent’s home are permitted only if approved by the other party, and Family Konnect and a formal home safety check have been completed.

• Driving Restrictions: If there is proven evidence of a supervised parent having significant mental health conditions, taking specific medications, or having a history of drug or alcohol use, they will not be allowed to transport the children in their own vehicle.

• Supervisor Transport & Mileage: In cases where the supervised parent cannot drive the children, the Supervisor will transport the children. The supervised parent is welcome to travel in the Supervisor's car or follow behind in their own car. Travel in the Supervisor's vehicle during visiting hours incurs a mileage fee of $1.20 per kilometre.

5. ROLES & RESPONSIBILITIES

• The Supervisor: Will always be present to ensure safety and can see/hear all interactions. They do not take sides, remain neutral, and record factual observations for comprehensive written reports. They will intervene or end a visit if rules are breached.

• The Supervised Parent: Must manage the child's behaviour safely and positively. Must comply immediately with the Supervisor's reasonable directions without argument.

• The Parent With Whom the Child Resides: Must prepare the child positively for the visit, arrive on time, and, if the child is a newborn or a toddler, must bring essentials (clothing, nappies, food, water, medication).

• Both parents must not involve Supervisors in disputes.

• Communication Boundaries: Clients must not contact Supervisors via text or phone calls outside of booked visiting hours. Supervisors cannot check date availabilities or accept requests for scheduling changes.

• Contacting Management: For all scheduling, date availability, changes or complaints, you must contact Management, preferably via email. For urgent matters, please call the Family Konnect Manager on 0406 864 861. Legal questions must go to your lawyer.

6. STRICT NEUTRALITY, COOPERATION & LEGAL PROCEEDINGS

• Post-Visit Reports: Family Konnect will provide a copy of the comprehensive written reports to both parties within 72 hours of the visit date.

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

• Subpoenas for Production: Beyond the standard post-visit reports provided to both parties, to avoid any perception of bias, Family Konnect will not willingly distribute internal files, notes, or formal evidence to individual parties upon request. We will only provide such documents 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 if one party fails to confirm a visit, refuses to communicate, or is otherwise unwilling to cooperate with our staff and procedures.

7. FINANCIAL RESPONSIBILITY, FEES & CANCELLATIONS

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

• Late Cancellations: Please notify us by 10:00 am the business day before weekday visits, or by 10:00 am on Friday for weekend visits. Otherwise, full fees apply.

• Illness: If a child is sick, notify us by email and phone. A medical certificate must be emailed before a make-up session can be arranged.

• You remain financially responsible for:

  • Visits ended early due to conduct breaches.

  • Visits cancelled by either party without sufficient notice.

  • Children unwilling or unable to attend.

  • 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 per court orders)

8. COMPLAINTS & GRIEVANCES

Family Konnect aims to resolve all concerns internally and professionally. If a client has a complaint or grievance regarding the service or staff, they must follow this procedure:

1. Submit in Writing: The complaint must be submitted in writing via 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 (via phone or in person) to discuss the concern. Supervisors cannot address or resolve complaints.

9. SUSPENSION OR TERMINATION OF SERVICE

Client-Initiated Termination (Mutual Agreement Required): To maintain our strict neutrality, Family Konnect cannot accept a service termination request from only one party if the other party wishes to continue. Both parties (mother and father) must agree to the termination of Family Konnect’s services.

If both parties agree to terminate, 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 if a parent is issued a new, valid Court Order stating that supervised visits are no longer required (a "non-supervision order"). Because court outcomes can be unpredictable, you must simply notify Family Konnect immediately upon receiving the new order.

Agency-Initiated Suspension/Termination: Family Konnect may suspend or cease services immediately if:

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

• Safety or court requirements cannot be met.

• Parties breach this Agreement, court orders, or exhibit aggressive/abusive behaviour toward staff.

• Services place undue strain on Family Konnect resources.

SERVICE AGREEMENT – CLIENT ACKNOWLEDGEMENT

I agree to:

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

• Behave respectfully and safely during visits.

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

• Do 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 if I have any grievances.