Children’s Contact Service Agreement
- Introduction This Service Agreement outlines the policies and procedures under which Brisbane Children’s Contact Centre Pty Ltd (“the Centre”) provides services. It is intended to inform clients, visitors, and stakeholders of our operational practices related to supervised contact, safety, and compliance. This document is publicly available for reference only and is not intended to be signed or legally binding on its own. Statement on Professional Integrity and Intellectual Property At Brisbane Children’s Contact Centre Pty Ltd, we are publishing our original service agreement to uphold transparency, accountability, and professional integrity. This document reflects years of experience, intellectual effort, and ethical service development. We are aware that another provider copied our full business name and replicated significant parts of our documents and service model without permission. Brisbane Children’s Contact Centre Pty Ltd has no affiliation with any similarly named service, past or present. Our reputation is built on the expertise of qualified professionals, secure environments, and strict adherence to legal and professional standards. Unauthorised use of our intellectual property breaches ethical practice and may constitute misleading conduct. Clients and stakeholders deserve services based on genuine qualifications, original work, and integrity. We remain committed to upholding the highest standards and will take all reasonable steps to protect our work and reputation. Policy Overview This Policy Overview outlines the structure of the Service Agreement Policy for ease of reference. Each section provides detailed terms and conditions to ensure safety, compliance, and clarity of service delivery. 1. Child Safety 2. Prohibited Activities 3. Supervision and Observation 4. Arrival and Departure Protocols 5. Supervised Visitations and Changeovers 5.1 Definition and Purpose 5.2 Behavioural Guidelines 5.3 Arrival and Departure Rules 5.4 Supervised Transition Changeovers 5.5 Visitor Guidelines 5.6 Court-Ordered Pre-Conditions 6. Child Welfare and Comfort 6.1 Medication Policy 7. Subpoenas and Court Appearances 7.1 Court Appearances 7.2 Subpoenaed Material 8. Communication and Privacy 9. Visitor Permissions 9.1 General Guidelines 9.2 Parental Approval 9.3 Management Discretion 9.4 Compliance 10. Cancellation Policy 11. Emergency and Safety Protocols 12. Complaints and Feedback 13. Staff and Training 14. Court-Ordered Attendance 15. Photos and Social Media Usage 16. Gifts and Snacks 17. Fee Schedule 18. Legal Compliance Service Agreement Policy This Service Agreement Policy outlines the terms and conditions under which Brisbane Children’s Contact Centre Pty Ltd (“the Centre”) provides services. It is made available for transparency and reference. These policies prioritise child safety, welfare, and confidentiality in alignment with principles upheld by the Federal Circuit and Family Court of Australia. Key Guidelines 1. Child Safety • The safety and welfare of children are the Centre’s highest priorities. Services are conducted in a supervised environment to ensure children are protected physically, emotionally, and psychologically. This approach distinguishes our services from those that may not provide constant supervision. • High risk cases (e.g., where a parent has prior convictions for sex offences or assault) will incur additional fees and require enhanced supervision. Management reserves the right to classify a case as high risk. • The Centre is committed to fostering an environment of cultural inclusivity. Tailored safety plans will be developed in consultation with families, incorporating cultural, linguistic, and religious needs. Staff will receive training to support diverse families, ensuring respect for unique traditions and values in all interactions. 2. Prohibited Activities The following are strictly prohibited during visits and on the Centre’s premises: • Physical aggression, shouting, or abusive language. • Inappropriate physical contact with the child(ren). • The use of alcohol, drugs, or possession of weapons. • Recording of any kind, including photos, videos, or audio, without written consent. • Removing the child(ren) from the premises without authorisation. Parents must not: • Use the service to exchange unauthorised items, messages, or legal documents. • Make permanent alterations to the child’s appearance (e.g., haircuts, tattoos, piercings) without prior written approval from the resident parent. • Use electronic devices (e.g., FaceTime, video chats) unless preapproved by the Centre. 3. Supervision and Observation • All contact sessions will be supervised by authorised staff who maintain constant line-of-sight and hearing of the child(ren) and parents. • Supervisors will document observations, including notable incidents, interactions, and compliance with court orders. These records may be subpoenaed by the court. • Any attempts to move a child outside the supervisor’s sight or whispering during sessions are strictly prohibited. 4. Arrival and Departure Protocols
- Individualised Safety Plans For families at risk due to violence or other factors, the Centre will create individualised safety plans. These plans may include: • Staggered arrival and departure times. • Alternative entrances or exits to ensure separation. • On-site security or additional supervision. The Centre will collaborate with families and legal representatives to address specific risks while maintaining child safety as the utmost priority. • Visiting Parent: Must arrive 15 minutes prior to the scheduled visitation or changeover time and leave 15 minutes after the resident parent leaves. Late arrivals will result in cancellation, and fees will be forfeited. • Resident Parent: Must arrive 15 minutes before the visit concludes and will be notified by the Centre once the visiting parent has arrived to ensure no contact between parents. • Parents must not have any direct contact during arrivals or departures. Supervised Changeovers • The Visiting Parent must arrive 15 minutes prior to the scheduled changeover. • The Resident Parent must arrive within 15 minutes after being notified by the Centre that the visiting parent has arrived to ensure no contact between parents. • All contact rooms must be left clean and tidy by the visiting parent. 5. Supervised Visitations and Changeovers 5.1 Definition and Purpose: Supervised visitations and changeovers provide a safe, neutral, and monitored environment for parent-child interactions and transitions. 5.2 Behavioural Guidelines: Parents must not: • Share detailed court information or discuss future living arrangements with the child(ren). • Whisper during sessions; all communication must be audible to the supervisor. • Use unauthorised electronic devices (e.g., FaceTime, video chats) without prior approval. • Use the service to exchange unauthorised items, messages or legal documents. • Make permanent or significant alterations to the child’s appearance (e.g., haircuts) without prior written approval from the resident parent. • Tattoos and body piercings are strictly prohibited as per Queensland law unless expressly allowed by legal provisions and with documented consent. 5.3 Arrival and Departure: • For detailed arrival and departure requirements, refer to Section 4. 5.4 Supervised Transition Changeovers: In cases where parents are transitioning to unsupervised contact or when a child experiences severe distress: • Both parents may participate in a supervised changeover together under staff supervision. • This arrangement is allowed only if ordered by the court or mutually agreed upon by both parents. • Supervisors will ensure the changeover remains calm, child focused, and conflict free. 5.5 Visitor Guidelines: • All visitors attending supervised visitations must adhere to the rules outlined in Section 9.
- 5.6 Court-Ordered Pre-Conditions • Where a court order includes conditions that must be met before supervised contact can proceed (such as drug or alcohol testing, psychological assessments, or safety planning), the Centre will not facilitate supervised visitations until the Centre receives confirmation that the parent has complied with the order. • If a court order specifies drug testing and the party fails to comply within the timeframe ordered, the Centre reserves the right to consider that a non-compliant safety risk and will not proceed with visitations until compliance is confirmed in writing by the relevant testing authority or legal representative. • The Centre will notify both parties or their legal representatives in writing when visitations are suspended due to non-compliance with a court-ordered pre-condition. • This policy aligns with the Centre’s duty of care and risk management protocols, and ensures that contact is only provided in safe, authorised, and legally compliant circumstances. 6. Child Welfare and Comfort • Discussions with children must focus on the present. Parents must not share legal information, make promises about future living arrangements, or question children about the other parent. • Supervisors may terminate a visit if a child shows significant distress or unwillingness to participate. A 15-minute buffer period will be allowed to give the child time to settle. • In cases involving multiple children, only willing participants will proceed with the visit. • The Centre reserves the right to terminate or adjust any visit if concerns are identified regarding the child’s safety, psychological wellbeing, or emotional welfare. • A parent may assist their child with toileting, unless restricted by a court order. Supervisors must always maintain line-of-sight and hearing during assistance. The resident parent must remain onsite if court restrictions prevent the visiting parent from assisting. 6.1 Medication Policy • Supervisors are not required to administer any medication, including prescribed medications or emergency medications . • Parents must ensure that all prescribed medications are given before or after the session. • Emergency medications (e.g., EpiPens, asthma inhalers) may only be used if necessary, but supervisors will not administer them. • The visiting parent must demonstrate knowledge and approval of administering the medication in an emergency. (Medical Certificate required). • The resident parent must provide an updated medical action plan. • In an emergency, supervisors will immediately contact emergency services (000) and notify the parent. • Parents must provide written notification of any allergies or medical conditions before visits. By signing this agreement, you acknowledge that CCS staff are not responsible for administering any medication and that the parents hold full responsibility for their child’s medical needs. 7. Subpoenas and Court Appearances 7.1 Court Appearances • If a supervisor is subpoenaed to appear in court, the requesting party will be charged for the appearance, as outlined in the Fee Schedule. • This fee is nonrefundable and covers the supervisor’s time, preparation, and any associated costs. Payment must be made in advance. • Failure to provide payment at least seven (7) calendar days prior to the court date will result in non-compliance with the subpoena request. • The service reserves the right to request additional reimbursement if the subpoena requires significant additional preparation. 7.2 Subpoenaed Material • If subpoenaed material is required (e.g., CCTV, audio, or documents), preparation fees will apply as outlined in the Fee Schedule. • Fees will be charged based on the time required to locate, review, redact, and prepare the material, as well as any associated administrative costs. These charges reflect the necessity to process sensitive material in accordance with privacy laws, ensuring all information complies with legal obligations and protects the confidentiality of individuals involved. • The applicable rates for subpoenaed material preparation are outlined in the Fee Schedule, which forms part of this Service Agreement. • Payment for subpoenaed material must be made in advance and is nonrefundable. 8. Communication and Privacy • FaceTime, video chats, or phone calls during supervised visitations are not permitted unless agreed upon in advance and approved by the Centre. • Communication during sessions must be in a language understood by the supervisor unless bilingual staff are present. • Mobile phones, tablets, and other communication devices are prohibited unless pre-approved. • Photos may only be taken with prior written consent from the resident parent and must not be shared on social media or other platforms. • For further details regarding the use of CCTV recordings and privacy compliance, refer to Section 18: Legal Compliance. 9. Visitor Permissions and Approval This section outlines the rules and requirements for visitor attendance during supervised services, including general guidelines, approval processes, and compliance expectations. 9.1 General Guidelines: Visitors are only permitted to attend if explicitly authorised by: • A court order, in which case the visitor must complete an intake assessment before attendance. • The Centre, in which case the visitor must provide valid photo identification. A copy of their driver’s licence (front and back) must also be submitted.
- 9.2 Parental Approval: • All visitors must be approved by both parents or included in parenting plans or court orders.
- 9.3 Management Discretion: The Centre’s management retains the discretion to: • Approve or deny visitor attendance based on the visitor’s relationship with the child and case history. • Determine the frequency, duration, and conditions of visitor attendance. 9.4 Compliance • All visitors must adhere to the Centre’s policies and guidelines. Unapproved individuals will be denied entry, and sessions may be terminated if rules are violated. 10. Cancellation Policy • Illness-Related Cancellations: Cancellations due to child’s illness require a valid medical certificate dated on the day of the scheduled visit to avoid forfeiting fees. • Non-Illness Cancellations: For non-illness related cancellations or no-shows, full fees apply to cover operational costs, unless the absence is due to a court related obligation. • Management may suspend services if a child, parent, or visitor is suspected of having a communicable disease. 11. Emergency and Safety Protocols • If a parent attempts to remove a child without authorisation, staff will notify the police and the other parent immediately. • Supervisors will report any suspected abuse or neglect to the appropriate authorities. • All staff are trained in emergency procedures, and an action plan is in place for medical, safety, or evacuation scenarios. Managing Critical Incidents 1. Immediate Response: • Ensure the safety of all children and staff. • Alert emergency services if required. 2. Incident Documentation: • Record all relevant details, including involved parties, timelines, and actions taken. 3. Parent Notification: • Inform both parents promptly while respecting confidentiality. 4. Post-Incident Review: • Conduct a debriefing session with staff to analyse the incident. • Update protocols to prevent recurrence. 12. Complaints and Feedback • Concerns should be reported directly to management. If unresolved, consult your solicitor for further advice. Public Reviews and Social Media • Clients are required to raise any concerns directly with Brisbane Children’s Contact Centre Pty Ltd before posting feedback on public platforms such as Google, or other social media. • The Centre encourages respectful, private resolution of all issues to protect the confidentiality and dignity of the families we support. • Publishing false, misleading, or defamatory statements may result in legal action. 13. Staff and Training • Staff receive training in managing high-conflict family dynamics, implementing trauma-informed care practices, fostering cultural sensitivity, and resolving conflicts effectively. • Supervisors are empowered to end sessions immediately if they identify any concerns related to safety or the welfare of children and families. Enhanced Training Requirements Staff training will be further expanded to include: • Annual Updates: Regularly update staff on child safety laws, procedures, and best practices to ensure compliance and effectiveness. • Child-Focused Practices: Strengthen skills in empathy, trauma-informed care, and cultural sensitivity to better address the unique needs of children and families. • Critical Incident: Provide training on strategies to manage emergencies, de-escalate conflicts, and deliver emotional support to children and families during and after critical incidents. 14. Court-Ordered Attendance: • If the parent cannot bring the child to a court-ordered session, they must notify the Centre immediately and arrange an authorised individual to escort the child. 15. Photos and Social Media Usage • Photos of the child(ren) may only be taken with prior written consent from the resident parent. • Photos must not: • Be shared, posted, or distributed on social media, websites, or any online platforms. • Breach confidentiality or the privacy of the child(ren) or parties involved. • Breaches of this policy may result in: • Immediate cancellation of the visit and suspension of services. • Legal action to protect privacy and enforce confidentiality. 16. Gifts and Snacks • Gifts: May be exchanged only if pre-approved by the Centre and permitted by legal agreement. • Snacks: The visiting parent may provide snacks with the resident parent's prior consent. • Unauthorised gifts or snacks will be confiscated, and repeated violations may result in suspension of services. 17. Fee Schedule • The Fee Schedule forms an integral part of this Service Agreement. • It outlines the applicable fees for all services provided, including but not limited to supervised visitation, subpoenaed court appearances, and preparation of subpoenaed material. • By signing this agreement, the client acknowledges that they have reviewed and agreed to the terms and rates set out in the Fee Schedule. 18. Legal Compliance • Continuous CCTV monitoring is in operation. Recordings may be subpoenaed by legal authorities. Signing this document constitutes consent to monitoring. • The use of CCTV recordings is also subject to the privacy rules outlined in Section 8: Communication and Privacy. • CCTV recordings are strictly for security and compliance purposes and will not be shared publicly. Policy Revisions Brisbane Children’s Contact Centre Pty Ltd regularly reviews and updates its policies to ensure safety, legal compliance, and service quality. Changes may be made at any time without prior notice. The most current version of this agreement will always be available on our website. Disclaimer This Service Agreement applies exclusively to services provided by Brisbane Children’s Contact Centre Pty Ltd. The content of this agreement is for informational purposes only and may not be reproduced or used without written permission. Brisbane Children’s Contact Centre Pty Ltd, 2025