Service Agreement Policy Our Commitment to Safe and Supportive Family Connections
At Brisbane Children’s Contact Centre, we provide a safe, neutral, and child-focused environment for families experiencing difficult circumstances. Guided by the Family Law Act Amendments 2024, our policies are designed to prioritise child safety, ensure compliance with legal standards, and maintain fairness at all times. Adhering to these guidelines is mandatory for all clients, visitors, and staff.
Key Principles
1. Child Safety is Paramount:
• The safety, welfare, and well-being of every child are non-negotiable.
• All interactions are supervised by trained professionals to ensure physical, emotional, and psychological protection.
2. Strict Neutrality:
• The Centre operates as a neutral, conflict-free space where children can maintain relationships with both parents without bias or interference.
• Parents must adhere to the behavioural guidelines at all times to avoid session termination or suspension of services.
3. Legal Compliance:
• All services are conducted in alignment with the law. Non-compliance with these policies will result in immediate consequences, including reporting to relevant authorities.
Our Services and Expectations
1. Supervised Visitations:
• Sessions are closely monitored to ensure child safety and compliance with behavioural rules.
• Supervisors will document every session, including any breaches of conduct, which may be submitted to court if required.
2. Changeover Services:
• Handovers are designed to eliminate parental conflict. Parents must arrive at staggered times and follow specific instructions to avoid any interaction.
• Failure to comply with these protocols will result in service suspension.
3. Observation and Documentation:
• Supervisors will prepare detailed reports of every session. Any attempt to manipulate or disrupt these processes will be recorded and escalated.
Strictly Prohibited Activities
The following behaviours are not tolerated and will result in immediate session termination and potential suspension of services:
• Aggression or Abuse: Physical aggression, shouting, or the use of abusive language.
• Inappropriate Contact: Unauthorised physical contact or behaviour that causes distress to the child.
• Substance Use: Presence under the influence of alcohol or drugs, or possession of weapons.
• Recording Devices: Unauthorised recording, including photos, videos, or audio, is strictly prohibited.
Parents must not:
• Use sessions to discuss court cases, future living arrangements, or adult disputes with the child.
• Make permanent changes to the child’s appearance (e.g., haircuts, tattoos) without written approval from the resident parent.
• Exchange unauthorised items, messages, or legal documents during visits.
Arrival, Departure, and Attendance Protocols
• Timeliness is Essential: Parents must adhere to designated arrival and departure times. Late arrivals will result in cancellation, and fees will be forfeited.
• No Parental Interaction: Parents are strictly prohibited from interacting during handovers. Any breaches will be escalated.
• Safety Plans for High-Risk Cases: In high-risk situations, customised plans (e.g., staggered timings, alternative entrances) will be implemented to ensure safety.
Privacy and Confidentiality
• CCTV monitoring is in operation to ensure compliance and safety. All recordings remain confidential and are only accessible under legal subpoena.
• Photos or social media sharing of sessions are prohibited unless prior written consent is provided by the Centre and both parents.
Enforcement of Rules
• Supervisors are authorised to end any session immediately if a child’s welfare is at risk or if there are breaches of the Service Agreement Policy.
• Repeated violations may result in the suspension of services and formal reports to relevant authorities or the court.
Fees and Cancellations
• Full Payment Policy: Fees must be paid in full and in advance. Missed sessions without valid medical proof will result in forfeited fees.
• Court-Related Costs: Additional fees apply for documentation, subpoenas, and court appearances.
Emergency Protocols
• In the event of any unauthorised attempts to remove a child, staff will immediately notify the police and other authorities.
• Suspected abuse or neglect will be reported to the appropriate agencies without exception.
This policy is strictly enforced to ensure the safety and wellbeing of all children and families. Noncompliance will not be tolerated.
For more information or to discuss how we can support your family’s needs, please contact us directly at info@brisbanechildrenscontactcentre.com.au or call 0476 988 770.
For more information or to discuss how we can support your family’s needs, please contact us directly at info@brisbanechildrenscontactcentre.com.au or call 0476 988 770.