Frequently Asked Questions

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1. What is a Children’s Contact Service (CCS)?

A Children’s Contact Service provides a safe, neutral, and child-focused environment where children can spend time with the parent they do not live with, or where parents can safely exchange children for visits.

Our service helps children maintain meaningful relationships with both parents in situations where conflict, safety, or court orders prevent unsupervised contact.

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2. What is a Mobile Child Contact Service?

Unlike a fixed centre, our service is mobile — we travel to neutral, pre-approved locations such as parks, community venues, or public facilities that have been risk-assessed for safety and suitability.

This model offers flexibility, convenience, and faster access for families who may live far from traditional CCS facilities.

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3. Who uses your service?

Families use our service when:

    •    There is a court order or agreement requiring supervised contact.

    •    There are safety concerns, high conflict, or communication issues between parents.

    •    A neutral third party is needed to manage changeovers (handover and return of children).

    •    Parents are rebuilding trust or re-establishing contact after separation.

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4. Do I need a court order to use your service?

No. While many of our clients are referred through court orders, families can also use our service voluntarily or through referrals from mediators, counsellors, or legal representatives.

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5. What happens before visits begin?

All families must complete an intake and risk assessment process before any visit can occur.

This includes:

    •    Individual intake interviews with each parent.

    •    Review of relevant court documents.

    •    Safety and suitability assessment of contact venues.

Once these steps are completed, contact arrangements are scheduled.

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6. Where do visits take place?

Visits occur in neutral, child-safe public locations that we have assessed for safety and suitability. Examples include:

    •    Local parks or playgrounds

    •    Community centres

    •    Libraries or play areas

    •    Child-friendly cafés or indoor venues (depending on weather and risk level)

Each location is chosen to prioritise the child’s comfort, safety, and privacy.

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7. How do you ensure children are safe?

Child safety is our top priority.

We conduct thorough risk assessments before every visit, and all contact is actively supervised by trained staff.

We follow the National Principles for Child Safe Organisations and have strict Child Safety, Privacy, and Risk Management Policies in place.

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8. Are both parents present during the visits?

Only the visiting parent and the child/children are present during contact sessions.

The other parent may be involved in changeovers, but not during the supervised visit itself.

Where needed, we arrange separate arrival and departure times to prevent conflict.

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9. How long are the visits?

Session length depends on the court order, the child’s age, and the family’s needs.

Visits may range from 1 to 3 hours initially, increasing gradually as relationships strengthen and safety allows.

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10. What if there is family violence or a safety concern?

We take all concerns seriously.

Our staff are trained in family violence risk assessment and trauma-informed care.

If there are safety risks, visits may be adjusted, postponed, or referred to a higher-support service.

We are also mandatory reporters, which means we must report any suspected child abuse or harm to the relevant authorities.

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11. What qualifications do your supervisors have?

All supervisors hold:

    •    Current Working With Children Checks (WWCC)

    •    Training in child protection, family violence awareness, and conflict management

    •    Experience in family law, social work, or community services

We also follow ongoing professional development and adhere to the ACCSA Standards for Children’s Contact Services.

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12. How do I book a service?

You can book by:

    •    Completing our online enquiry form

    •    Emailing us directly at [insert email]

    •    Calling [insert phone number]

After your enquiry, we’ll schedule your intake assessment and confirm availability.

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13. How much does it cost?

Fees vary depending on the type of service (supervised visits, changeovers, or reports) and location.

We’ll provide a detailed fee schedule after your initial enquiry.

Some cases may qualify for subsidised or reduced rates depending on circumstances.

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14. What if one parent doesn’t follow the rules or behaves inappropriately?

We have a clear Code of Conduct for both parents and staff.

If unsafe or inappropriate behaviour occurs, the session may be stopped immediately, and the issue reported to the referring agency or court.

Safety always comes first.

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15. Do you provide written reports?

Yes — if requested or required by court order, we can provide observation reports summarising attendance, punctuality, and general interaction observations.

Reports are factual and objective, not evaluative or interpretive.

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16. How do you protect my privacy?

We comply with the Privacy Act 1988 (Cth) and handle all information in line with our Privacy and Confidentiality Policy.

All records are stored securely, and information is only shared where required by law or with consent.

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17. What areas do you cover?

We currently provide mobile supervised contact and changeover services across:

[Insert your service regions here — e.g., Illawarra, South Coast, Sydney, or other areas]

If you’re outside these areas, please contact us — we may still be able to assist or refer you to another provider.

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18. What happens if the weather is bad?

For outdoor visits, we always have backup indoor venues (e.g., libraries, cafés, or community centres) that are child-safe and approved for use.

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19. How long does it take to start visits?

Once both parents complete the intake process, visits can usually begin within 2–3 weeks, depending on assessment outcomes and staff availability.

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20. How do I provide feedback or make a complaint?

We value all feedback and view it as an opportunity for improvement.

You can contact us directly at [insert email or phone number] or through our Complaints and Feedback Policy form.

All complaints are handled confidentially and fairly.

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21. Do you help parents move towards unsupervised contact?

Yes — where it is safe and appropriate, our service supports families in progressing toward self-managed contact through positive role modelling, feedback, and referrals to parenting or mediation programs.

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22. Can extended family members attend visits?

Extended family members (e.g., grandparents) may participate only if approved in advance and consistent with court orders or the child’s best interests.

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23. Are visits recorded or video-monitored?

No. To protect privacy and confidentiality, visits are not recorded or filmed.

Staff maintain professional observation notes as required for safety and reporting purposes.

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24. Can lawyers or court staff contact you directly?

Yes — legal representatives and referring agencies are welcome to contact us for verification of attendance, reports, or professional enquiries with appropriate client consent.

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25. What makes your service different?

Our service is:

    •    Mobile — we come to you in safe, neutral venues.

    •    Child-focused — every decision centres on the child’s safety and wellbeing.

    •    Flexible and accessible — no long waiting lists.

    •    Professional and trauma-informed — all staff are experienced in high-conflict and sensitive family cases.

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