Family Bridge Australia Service Agreement
Effective Date: Jan 2026
By applying for, booking, or participating in services with Family Bridge Australia (FBA), you acknowledge that you have read, understood and agree to be bound by these Terms and Conditions.
1. About Family Bridge Australia
Family Bridge Australia provides Children’s Contact Services (CCS) for families experiencing separation, conflict, or heightened risk.
Services may include:
- supervised contact visits
- supervised or facilitated changeovers
- factual observational notes and observational reports
- supervised telephone or internet-based contact where applicable
Family Bridge Australia is an independent, private service provider. Our practice is informed by:
- the Attorney-General’s Department – Children’s Contact Services: Guiding Principles Framework for Good Practice, and
- the practice principles promoted by ACCSA.
2. Scope and Nature of the Service
What we provide
Family Bridge Australia provides neutral supervision and facilitation to support safe, child-focused contact and changeovers.
Each family accepted into the service undergoes a comprehensive intake screening and assessment process which assists Family Bridge Australia in determining:
- whether the service can safely and appropriately support the family,
- what arrangements are in the child’s best interests given the circumstances presented, and
- whether Family Bridge Australia has the operational capacity to safely manage the service.
Where a family is accepted into the service, Family Bridge Australia will endeavour to meet the needs of the child and family while maintaining safety, neutrality and professional boundaries.
What we do not provide
Family Bridge Australia does not provide:
- counselling, therapy or mediation
- legal advice
- parenting capacity assessments
- expert opinions or family reports
- recommendations regarding court outcomes
Our role is supervisory and observational only.
3. Paramountcy of the Child
The safety, welfare and emotional wellbeing of children is the paramount consideration in all service delivery and decision-making.
Accordingly:
- children’s needs take precedence over adult disputes
- supervisors may intervene where safety or wellbeing concerns arise
- services may be modified, paused or concluded where necessary
- This approach reflects nationally recognised CCS principles published by the Attorney-General’s Department.
4. Acceptance and Continuation of Services
Engagement with Family Bridge Australia services is not automatic.
Family Bridge Australia retains discretion to:
- accept or decline applications
- delay commencement of services
- impose reasonable conditions on service delivery
- suspend or cease services at any time
Services may be refused or discontinued where, in FBA’s reasonable assessment:
- risks cannot be safely managed
- required information or documentation is not provided
- behaviour is unsafe, aggressive or non-compliant
- services become operationally unviable
Family Bridge Australia undertakes risk screening prior to the commencement of services and conducts ongoing, dynamic risk assessment throughout service delivery.
Family Bridge Australia may implement additional safety and security measures where required to manage identified risks.
Where risks escalate or cannot be adequately mitigated, Family Bridge Australia may immediately modify, suspend or terminate services.
5. Accuracy of Information and Duty to Disclose
Parents are responsible for providing accurate, complete and up-to-date information relevant to service delivery.
This includes, but is not limited to:
- current court orders, parenting plans or agreements
- any safety concerns that may affect the child, other parties or staff
- changes in circumstances, including new orders, conditions, or risks
Family Bridge Australia relies on the information provided to plan and deliver services safely.
Failure to disclose relevant information may result in services being delayed, modified, suspended or ceased.
6. Court Orders and Parenting Arrangements
Parents are responsible for:
- providing current and accurate court orders or parenting plans
- notifying Family Bridge Australia promptly of any changes
Family Bridge Australia:
- delivers services in accordance with documents provided
- does not interpret legal documents
- does not enforce compliance between parents
- Any dispute regarding orders must be resolved between parents or through legal processes.
Where court orders conflict with Family Bridge Australia’s ability to deliver services safely, Family Bridge Australia may decline or modify services.
Copies of all relevant court orders may be retained on file. Family Bridge Australia may note that original orders have been sighted where applicable.
7. No Guarantee of Progression or Outcomes
Participation in supervised services does not guarantee:
- progression to unsupervised contact
- increased frequency or duration of visits
- variation of court orders or parenting arrangements
Progression decisions are informed by:
- safety and risk assessment
- the child’s wellbeing
- operational capacity and availability
8. Observational Notes, Reports and Record Keeping
Family Bridge Australia may prepare observational notes and reports that:
record observations made during supervised services are factual, neutral and contemporaneous
These records:
- are not expert opinions
- do not assess parenting capacity
- do not document events outside supervised sessions
- Family Bridge Australia is not responsible for how reports are interpreted or relied upon by third parties, including courts.
Family Bridge Australia maintains records relevant to service delivery which may include:
- signed service agreements
- intake screening and assessment information
- third-party intake documentation where applicable
- observational notes and reports
- records of attendance and communications
- copies of relevant court orders
- incident reports
- correspondence relating to the service
- Records are maintained confidentially, except where disclosure is legally required.
Records may be produced to a court or authority where required by subpoena, legislation, mandatory reporting obligations, or other lawful requirement.
9. Behaviour and Conduct Expectations
All parents and participants are expected to:
- behave respectfully toward children, staff and members of the public
- comply with reasonable directions issued by supervisors
- avoid exposing children to conflict or adult matters
- communicate in a calm and appropriate manner
Threatening, aggressive, abusive or intimidating conduct may result in immediate suspension or termination of services.
Supervisors are authorised to modify, pause or terminate a service immediately where safety, wellbeing or professional boundaries are compromised.
Family Bridge Australia supervisors are authorised to issue immediate safety directions and to intervene where behaviour presents a risk to the safety or wellbeing of any person.
Failure to comply with reasonable safety-related directions may result in immediate termination of the session and/or suspension of ongoing services.
10. Alcohol, Drugs and Fitness to Participate
Services will not proceed where a supervisor reasonably believes a participant is under the influence of alcohol, illicit substances, or any substance that may impair safe participation.
If this occurs:
- the session may be refused or concluded
- the scheduled fee may remain payable
This requirement exists to ensure child safety and aligns with CCS sector standards.
11. Child Refusal or Resistance
Where a child is reluctant or refuses to attend:
- the attending parent remains responsible for bringing the child to the agreed location
- the supervisor will assess the child’s presentation
Family Bridge Australia does not attend private residences to encourage attendance.
12. Locations, Activities and Transport
Services are generally delivered in community-based locations.
Locations may change due to:
- safety considerations
- weather conditions
- court requirements
- venue availability
Activities must be safe and age-appropriate. Supervisors retain discretion to restrict or cease activities where concerns arise.
Supervisors do not transport children in private vehicles.
Supervisors do not provide physical care beyond what is reasonably required to ensure immediate safety.
Parents remain responsible for children before and after services.
13. Third Parties, Additional Attendees and Authorised Persons
Only individuals who have signed a service agreement, completed any required intake process, or otherwise received prior written approval from Family Bridge Australia may participate in, attend, collect or drop off a child in connection with services.
Parents may nominate another authorised person to pick up or drop off a child where approved in advance by Family Bridge Australia.
Family Bridge Australia may require:
- completion of an authorisation form,
- identification checks,
- intake screening and assessment processes for third parties,
- signed agreements and acknowledgement of service conditions.
Where an additional person requests to attend a supervised visit, Family Bridge Australia will consider:
- whether the child appears ready for an additional attendee,
- whether both parents and/or legal representatives have agreed in writing,
- whether the inclusion of the person supports progression toward less
- restrictive arrangements,
- whether the intake and assessment process has been satisfactorily completed,
- whether Family Bridge Australia has capacity to supervise additional attendees safely.
Family Bridge Australia reserves discretion to approve, decline, restrict or withdraw approval for any third-party involvement.
14. Electronic Devices, Recording and Photography
Clients are required to have mobile phones and electronic devices switched off and not used during attendance at supervised services unless otherwise authorised by staff.
Family Bridge Australia maintains an electronic devices policy which recognises:
- the recording and tracking capabilities of modern devices,
- the disruption phone calls may cause to visits,
- the risk of introducing unsupervised third parties into a session via calls or video communication.
- Where emergency contact is required, a supervisor may request that a phone be left with staff for monitoring during the session.
Audio or video recording of Family Bridge Australia staff is not permitted at any time.
The taking of photographs or video footage during supervised services is only permitted where approved and supervised by Family Bridge Australia staff.
The displaying of photographs or video footage to a child during a supervised service may only occur following prior screening and approval by staff.
These conditions also apply to telephone and internet-based visits where applicable.
15. Fees and Payment Requirements
Advance payment
- All services must be paid in advance.
- Payment must be received as cleared funds no later than 48 hours prior to the scheduled service.
- Services may be cancelled where payment has not cleared.
Ongoing bookings
For regular services, invoices must be paid by the due date stated. Failure to do so may result in suspension of future bookings.
Fee changes
Family Bridge Australia reserves the right to amend fees. Current fees will be provided to parents.
16. Cancellations, Non-Attendance and Early Conclusion
Where a session:
- is cancelled within 48 hours
- ends early
- a parent fails to attend
- a child refuses to participate
The full scheduled fee remains payable, unless otherwise agreed in writing. This reflects staffing, travel and administrative costs already incurred.
17. Administrative and Communication Costs
Standard service fees include reasonable communication required to arrange services.
Additional administration fees may apply where:
- communication is excessive or repetitive
- repeated changes are requested
- significant time is required to manage disagreements or coordination issues
Family Bridge Australia does not mediate parenting disputes.
18. Venue and Activity Costs
Where supervised services occur at venues with entry or participation fees, the contact parent is responsible for costs relating to:
- the child
- themselves
- the supervisor
These costs are separate from Family Bridge Australia service fees.
19. Gifts
Gifts brought for a child must be disclosed to the supervisor.
Family Bridge Australia may:
- inspect gifts or accompanying cards
- withhold items where consent is not provided
- record patterns of gifting where relevant
Family Bridge Australia does not mediate disputes relating to gifts.
20. Privacy, Information Sharing and Mandatory Reporting
Family Bridge Australia collects and manages information to deliver services safely and lawfully.
Information may be shared:
- with parents where appropriate
- with legal representatives
- with another CCS where written consent has been provided by relevant parties
- with authorities where required by law
Family Bridge Australia does not routinely disclose information provided by one parent to the other parent unless:
- consent has been provided,
- the information is operationally necessary for safe service delivery,
- disclosure is required by law, court order or subpoena, or
- disclosure is necessary to address a safety or wellbeing concern.
Parents acknowledge that information relevant to risk assessment, safety planning, scheduling or service delivery may be used internally by Family Bridge Australia for the purpose of managing services safely and appropriately.
Family Bridge Australia is not responsible for facilitating communication between parents beyond what is reasonably necessary to coordinate services safely and operationally.
Mandatory reporting and child safety obligations override confidentiality.
Consent for the release of information should generally be provided in writing by all relevant individuals associated with the information.
Information may be released without consent where:
- required by subpoena or court order,
- required under mandatory reporting obligations,
- necessary to address safety concerns involving a child, client or staff member,
- otherwise legally authorised or required.
Family Bridge Australia staff may have professional and ethical obligations to report safety concerns even where reporting is not expressly mandated by legislation.
21. Complaints and Feedback
Family Bridge Australia welcomes feedback and complaints.
All complaints will be managed professionally, fairly and in accordance with internal procedures.
22. Variation of Terms
Family Bridge Australia may amend these Terms and Conditions from time to time to reflect changes in legislation, regulatory requirements, service delivery or operational needs.
Where material changes occur, the most current version will be made available to parents and will apply to ongoing and future services.
23. Alignment with National Guidance
Family Bridge Australia’s practice is informed by:
- the Attorney-General’s Department CCS Guiding Principles Framework for Good Practice, and
- the practice principles supported by ACCSA.
While a private provider, Family Bridge Australia endeavours to meet recognised national expectations for safety, neutrality and professionalism.
24. Force Majeure
Family Bridge Australia is not liable for service disruption resulting from events beyond reasonable control, including severe weather, illness, venue closures or public emergencies.
25. Governing Law
These Terms and Conditions are governed by the laws of Victoria and the Commonwealth of Australia.