POLICIES

PAYMENT

Payment for each contact visit and/or transportation service is required at least 48 hours prior to the scheduled contact. In the event payment is not received in advance as required then the scheduled service will be postponed or cancelled.

Cancellations

Notice of cancellation must be provided by 4:00pm two days prior to the scheduled contact service. Failure to provide adequate notice of cancellation by the full-fee payer will result in the fees to be completely forfeited for that service. In the event where the non-fee payer cancels, half the fees will be forfeited. Where the contact service fees are split between the parties, the cancelled party will forfeit half of their fees. We endeavour to reschedule cancelled visits (provided notice provisions are complied with) within 14 days. Where one party has made three cancellations the contact visits will be suspended and subject to review.

Conduct During Contacts

Children’s safety is our priority. In the event the supervisor deems that contact has become unsafe then the visit will be immediately cancelled. Examples of such conduct may include, acting aggressively, hitting a child, discussing Court proceedings or failing to follow directions of the supervisor. Contact visits will not proceed if family members are deemed to be under the influence of drugs or alcohol or are acting abusively or aggressively.

Contact Services

We arrange contact visits at a variety of locations throughout the Sydney Metro Area. The venue for contact will be discussed with you at the time of booking and we ensure that each location meets the needs of the child/ren and allows a meaningful visit in a safe and enriching environment. It is our policy that supervision ratios are 3:1. That is, we require one supervisor be booked for each group of three children. This policy is to ensure that all children remain safe and supported during contact visits.

Confidentiality

We ensure confidentiality of all information provided by clients of our service. We will not disclose information relating to children, parents, family members or carers without express written permission of each individual.

For a full list of our policies and procedures please contact us and a full policy document will be provided to you.