Terms of Service

1. About Family Contact Service

• Supervised contact visits
• Child handover/changeover services
• Transport arrangements
• Intake and assessment services
• Observation and reporting services
• Other family support and contact-related services

Services are provided in accordance with: Australian family law obligations, child safety principles, court orders where applicable, and our internal safety and operational policies.

2. Child Safety

The safety, wellbeing, and best interests of children are our highest priority. We reserve the right to:

• Refuse or suspend services where safety concerns arise
• Modify service arrangements at any time
• Terminate sessions where behaviour is unsafe, abusive, threatening, intoxicated, or inappropriate
• Report concerns to police, child protection authorities, courts, or other relevant agencies where legally required or reasonably necessary

3. Eligibility for Services

To access services, clients must: complete all required intake documentation, provide accurate and complete information, supply relevant court orders and legal documents, comply with all service rules and staff directions, and pay applicable fees before services commence. We may decline services where risk levels exceed operational capacity, information provided is false or misleading, required documentation is not supplied, or a party behaves aggressively, abusively, or inappropriately.

4. Court Orders and Legal Documents

Clients must provide current parenting orders, intervention orders, family violence orders, Children's Court orders, bail conditions or corrections orders, and any other relevant legal documentation. Clients acknowledge that FCS is not responsible for enforcing court orders, and that safety requirements may override preferred arrangements.

5. Client Responsibilities

Clients agree to treat staff respectfully, arrive on time, follow all instructions from FCS staff, avoid abusive or discriminatory behaviour, ensure children are appropriately dressed and prepared, and notify FCS immediately of safety concerns. Clients must not record staff or sessions, photograph or film services, attend under the influence of alcohol or drugs, or bring weapons to service locations.

6. Fees and Payments

All fees must be paid in advance unless otherwise agreed in writing — generally at least 24 hours before scheduled services. Failure to pay may result in cancellation or postponement of services, refusal to release reports or documentation, or suspension of future bookings.

7. Cancellations and Non-Attendance

Cancellation fees may apply where less than 24 hours' notice is provided. Where a child is medically unfit to attend, a medical certificate may be required and cancellation fees may be waived at FCS discretion. Repeated cancellations or non-attendance may result in suspension of services, closure of client files, or a requirement for reassessment.

8. Confidentiality and Privacy

We collect and store personal information in accordance with Australian privacy laws. Information may be shared with courts, legal representatives, child protection authorities, police, medical professionals, or other authorised agencies where required by law, required for child safety, or necessary for service delivery. Clients acknowledge that absolute confidentiality cannot be guaranteed in family law matters.

9. Recordings and Surveillance

Clients are strictly prohibited from recording phone calls with staff, filming supervised visits, recording handovers, or using hidden recording devices. Any breach may result in immediate termination of services, refusal of future services, and notification to relevant authorities or legal representatives.

10. Limitation of Liability

To the maximum extent permitted by law, FCS is not liable for indirect, incidental, or consequential loss, does not guarantee specific legal or family outcomes, and is not responsible for actions of clients outside supervised services. Clients participate in services at their own risk.

11. Website Use

Users of our website agree not to attempt unauthorised access, disrupt website functionality, submit false information, or use the website unlawfully. Website information is general in nature and does not constitute legal advice.

12. Intellectual Property

All website content, forms, branding, documents, logos, and materials remain the property of Family Contact Service unless otherwise stated. Materials may not be reproduced without written consent.

13. Termination of Services

We may suspend or terminate services immediately where safety concerns arise, terms are breached, fees remain unpaid, aggressive or inappropriate behaviour occurs, or false or misleading information is provided.

14. Changes to Terms

We may update these Terms from time to time. Updated Terms become effective once published on our website. Continued use of services constitutes acceptance of revised Terms.

15. Governing Law

These Terms are governed by the laws of Victoria, Australia. Any disputes will be subject to the jurisdiction of Victorian courts.

16. Contact Details