These terms and conditions outline the policies and expectations that apply to all services provided by Aligned Family Contact Service.
The terms and conditions for supervised visits, reports and/or handover services, provided by Aligned Family Contact Service (Aligned) to the client/s (residential parent or visiting parent), are to ensure a safe, consistent and respectful environment for all parties involved.
Please read our terms and conditions below before deciding whether to proceed with our services. By using our services or booking an intake meeting, you agree to abide by these terms and conditions.
At all times the focus of our service is the child, the child’s best interests and well-being. Aligned will make every effort to maximise each child’s opportunity for a positive visit experience.
Aligned does not force children to attend supervised visits/handovers but will work collaboratively with them to understand their concerns and reasons for reluctance. Our goal is to encourage participation, address any issues, and explore potential solutions to ensure a positive experience for the children.
If there are Family Court Parenting Orders or Plans in place (either interim or final), or a current Family Violence Restraining Order or Conduct Agreement Order in place, these must be provided to our service prior to the Intake Meeting.
Aligned cannot provide clients with legal advice.
Aligned is a reportable service, and all relevant information is kept on file. Please be aware that this information may be subpoenaed by the court at any time.
Intake Meeting
There is a fee for registration and intake meeting for each party.
Each party is responsible for booking their own intake meeting and for payment of their individual intake meeting.
The fee must be paid 24 hours prior to each parties individual intake meeting.
The fee includes a detailed telephone intake interview, to include the assessment of yours and the child’s needs to formulate a Contact Plan. This is in accordance with any Court Orders or Protection Orders.
Contact Plan
It is not unusual for there to be a low level of negotiation between the intake officer and the parties in formulation of the Contact Plan. However, if no agreement can be reached between the parties, or if the requirements of one or both parties cannot be facilitated by Aligned, both parties will be advised in writing, that Aligned are unable to provide a service and the reason the decision has been made. The intake meeting fee is non-refundable.
The location of supervised visits will be discussed with both clients during the intake process. In the event clients are unable to reach an agreement regarding the location of the visit, the location will be recommended by Aligned. We do not usually expect child/ren to travel more than approximately 20 minutes from their home to reach the visit/handover location.
The visiting parent is responsible for the entry cost to any venue inclusive of the child/ren and the supervisor.
The Contact Plan is formulated to set out the handover/supervised visit schedule, and conditions for the visit.
The Contact Plan is not a legal document; it is to provide information to both parents regarding the practicalities of the visit/handover.
Once the Contact Plan is agreed by both parties, no changes will be made without prior agreement with the other party formally through Aligned, (via email info@alignedfcs.com.au) and is subject to the availability of supervisors.
Both parties will receive a copy of the agreed Contact Plan.
At the bottom of the Contact Plan there will be a picture of the allocated supervisor and their contact details.
Clients are only permitted to contact the supervisor solely for confirming visit/handovers, or in the event of an emergency. All other communication must be directed to Aligned via email Info@alignedfcs.com.au
The supervisor will text/SMS both parties 24 hours prior to the scheduled visits.
It is your responsibility to respond, via text/SMS, to the supervisor (within 4 hours) to confirm attendance at the visit.
Failure to respond within the 4-hour time frame may result in the visit being cancelled.
It is the responsibility of the person responsible for payment of the fees to make payment two (2) business days prior to the scheduled visit or handover.
It is the responsibility of the party responsible for payment of the visit to forward a copy of the receipt of payment to the allocated supervisor 24 hours prior to the scheduled visit.
If you do not receive a text/SMS at the expected time from your supervisor, you are permitted to send them a text/SMS asking them to confirm.
Supervisors
The supervisor is an impartial individual provided by Aligned, who will observe and monitor the visit, ensuring they always remain within hearing and visual distance of the supervised person.
Whenever possible, the same supervisor will attend each visit to provide consistent care and management for the child. Our supervisors are trained to intervene as necessary in cases of inappropriate conversation or behaviour, or if additional support is required during the visit.
Supervisors have the discretion to terminate visits or handovers if deemed necessary for the safety or well-being of the child or others involved. This includes the supervisor intervening wherever necessary to ensure a parent is not questioning or exposing the child/ren to information that is not in their best interests, adult conversations about the other parent, their family or the court case. This decision will be made based on the supervisor’s professional judgment and in accordance with the best interests of the child.
Supervisors will not discuss the content of visits or handovers with the residential parent. Only information relevant to the welfare of the child/ren may be shared after a visit.
The Client Agrees To:
Arrive on time for scheduled visits and notify the supervisor/Aligned of any delays.
In the case of a delay in the start time of the scheduled visit the scheduled end time will not be extended.
Reschedule or cancel visits requires at least two (2) business days’ notice.
Pay any fees in accordance with the payment time frames.
Follow all reasonable directions, requests and instructions provided for by Aligned and/or relevant supervisor.
Comply with all Aligned terms and conditions as listed in this document.
Supervised Visits / Handovers
Arrangements for supervised visits or handovers are documented in the Aligned Contact Plan.
By using our services, you are accepting the terms and conditions and agree in your adherence to it.
It is not the supervisor’s role to give advice or instruction as to whether your child should attend the visit. This is the role of the Family Court WA.
All conversation with the supervisor must be appropriate prior to, during and after visits. There is to be no discussion about the other party or the current circumstances. Any concerns are to be directed to Aligned via email info@alignedfcs.com.au and not to the supervisor.
Do not contact your supervisor in between visits or expect them to mediate disagreements regarding the arrangements for the visits or any other issues.
If Aligned determines that further conversation would be beneficial in respect of specific issues, an offer of a telephone appointment will be made. This may incur a fee.
The visiting parent must always remain present for the duration of the supervised visit.
In the event, the visiting parent needs to leave the child in the care of the supervisor during the supervised visit for a short period (for example, to use the bathroom) the supervisor will be responsible for the child only during this period.
In the event, the supervisor needs to use the bathroom, the supervisor will take the child/ren with them to the bathroom.
The parent present is responsible for attending to the child/ren’s needs, engaging with the child/ren and facilitating their involvement in activities. This includes when the visit involves multiple children – the parent is responsible for attending to the needs of all children present.
It is the role of the supervisor to observe the child/ren’s interactions with the visiting parent during the supervised visit and handover.
The supervisor will take notes, either in written form or electronically, during the supervised visit. This will include dates, times, names, important conversations and interactions. These notes are intended for internal use only, are written on this basis and will be used to compile any requested reports.
The supervisor is not liable for any lost or broken items, accidents or injuries to the child/ren that may occur during supervised visits.
If a visit is cancelled due to the child/ren being unwell, a medical certificate should be obtained.
It is required that all parties, present at the visits, speak English during supervised visits, unless agreed otherwise by both clients in writing (or in accordance with what is required by the court orders). If it is agreed an interpreter will be present during a supervised visit, the clients must organise for the interpreter to consult with our service prior to the scheduled visit. The client is responsible for the cost of the interpreter.
More than three children attending the visit will require two supervisors to be present and attract additional costs.
More than two adults attending the visit may require two supervisors to be present and the additional costs.
The visiting parent can use their car during visits. Unless the resident parent does not permit this to occur due to a risk to the child/ren (as identified at the intake meeting) or as stipulated within the Court documentation.
The visiting parent must provide a copy of their car license and registration. The supervisor will travel in the front passenger seat.
It is the responsibility of the visiting parent to provide age appropriate, well maintained and securely fitted car seats for each child. If the supervisors deems that the car seat is not safe to transport the child, the visit may be cancelled. Cancellation policies will apply.
For safety and supervision purposes, swimming is not permitted during supervised visits. The well-being of the child/ren and the ability to maintain proper supervision are our top priorities. Any exceptions must be pre-approved in writing by Aligned.
Videotaping, photographing or voice recording of the child/ren is permitted during supervised visits unless prohibited by a current court order.
Videotaping, photographing or voice recording of supervisors or any other person associated with our service, is not permitted at any time.
Visiting parents are to provide all supplies for the children during visits. Except on the first visit, for very small children, the resident parent will be requested to provide a bag for the child’s needs to assist the visiting parent to plan for future visits.
It is the responsibility of the resident parent to inform Aligned of any medical needs of the child and provide any prescribed medication required by the child, during the visit.
Clients must notify Aligned if a child/ren has an infectious/contagious illness prior to the scheduled supervised visit. It is the discretion of our service whether to proceed with the scheduled visit.
Any changes, including regular and ongoing changes to the Contact Plan must be requested in writing, to Aligned via email (info@alignedfcs.com.au) and agreed to by all parties.
If the visiting parent is seeking an additional person to attend visits, this request must be made in writing via email (info@alignedfcs.com.au) to Aligned and must be agreed by both parties.
During supervised visits, only the visiting parent or approved individuals as identified within the Contact Plan are permitted to be present at the designated visit/handover venue.
Only those identified within the Contact Plan are permitted to collect the child/ren following a supervised visit. If a client wishes to nominate another person to collect the child, written authorisation must be provided to our service in advance (not the individual supervisor). The only exemption to this, is in the event of any emergency where it will be at the discretion of our service and the supervisor.
If a visit or handover requires transport of the child/ren, the duration of the service will be extended accordingly. Any additional time required to complete the transport will result in a charge that reflects the extended time needed and travel costs.
All parties are prohibited from vaping, smoking or partaking in any illegal substances in the vicinity of the child/ren and the Supervisor.
Aligned reserves the right to instantly cancel any visit or handover where the client is suspected of being under the influence of drugs or alcohol during the visit. Aligned supervisors are empowered to make such judgement calls where safety may be compromised. In such an event, no refund will be issued.
Any form of abuse, harassment, or threats, including but not limited to physical violence, verbal abuse, emotional manipulation, harassment, or any form of sexual misconduct directed towards our staff, will not be tolerated. Individuals engaging in such behaviour, or any conduct deemed inappropriate by the supervisor or any staff member, may have their services terminated immediately. Appropriate actions will be taken to ensure the safety and well-being of our staff. We are committed to maintaining a safe and respectful environment for all individuals involved.
Supervisors and other service staff are not permitted to pass on any documentation or personal possessions between parties, including but not limited to legal documents, unless explicitly agreed upon in writing.
Aligned allows gifts to be given to child/ren; however, it is recommended that gifts be reserved for special occasions only to maintain consistency and avoid any undue influence on the visit experience.
Aligned does not permit gifts to be given to supervisors or any other staff members at any time during, before or after visits/handovers.
Please be aware that all communication must be made in writing via email to info@alignedfcs.com.au. Any text messages received by the service will not be responded to, unless they pertain to the confirmation of a visit or supervisor details.
Handovers
In the case of handovers as part of a supervised visit or without a visit the process is:
The parent and child will arrive to meet the supervisor at the venue, at the given time and say their goodbyes.
The parent will then immediately leave the venue.
The other parent will be waiting close by but not in sight (or as stipulated within a protection order) and will wait for the supervisor to contact them to come to the venue and collect their child/ren.
The same process will be used at the end of a visit or subsequent handovers.
Payments and Cancellations
The fee for registration and intake meeting is $155.00 for each party and due two (2) business days prior to the intake meeting.
Each party is responsible for booking their own intake meeting and for payment of their individual intake meeting.
Administrative charges may apply if the service requires an excessive amount of time to facilitate communication between parties to arrange the Contact Plan. These charges will be determined at the discretion of the service, based on the time and resources required to manage such communication.
Payment of fees for visit/handover services are due two (2) business days prior to the commencement of service and each scheduled visit/handover thereafter.
Aligned will invoice visit fees, intake and other administration charges directly to the party responsible for payment.
The initial invoice sent will remain current for ongoing visits or handovers. An additional invoice will be sent only if there is a change to the fees to be charged.
A minimum charge of two (2) hours’ applies for all supervised visits.
If a visit is cut short due to circumstances or concerns regarding illness, safety or the well-being of the child/ren, payment will not be refunded for the cancelled service.
An extension of supervised visit time is subject to mutual agreement by all parties involved and the availability of the service. Addition costs will apply.
It is the client’s responsibility for cancelling visits, handovers or ceasing visits with at least two (2) business days’ notice. Failure to provide notice within this timeframe will result in the total fee being charged.
Cancellation with less than 48 hours’ notice or ‘no show’, payment will not be refunded for the cancelled service.
If a scheduled visit cannot be completed by the allocated supervisor, Aligned will make every reasonable effort to arrange an alternative supervisor. Where this is not possible, the visit will be cancelled, and a full refund will be provided for that visit.
Requests for supervision reports must be submitted in writing to info@alignedfcs.com.au and not requested to the supervisor.
Reports will be provided within fifteen (15) business days after the written request is received and payment of the report cost has been made. Delays in payment may result in delays to the delivery of the report.
Aligned requires Contact Plans to be updated as necessary, including but not limited to changes in parenting plans, court orders, or any changes in circumstances. Both parties are responsible for notifying the service of any relevant changes. A small fee may be applicable for updating the visitation plan, which will be charged at the discretion of the service.
Liability
Aligned Family Contact Service (Aligned) is committed to providing services in a safe, professional, and child-focused manner. To the maximum extent permitted by law:
- Aligned will not be held liable for any loss, damage, injury, claim, or dispute arising from circumstances outside its reasonable control, including but not limited to a client’s failure to comply with these Terms and Conditions, court orders, parenting plans, or supervisor directions.
- Aligned, its directors, employees, contractors, and supervisors are not liable for indirect or consequential loss, including emotional distress, loss of opportunity, or financial loss arising from participation in or use of the services, except where such liability cannot be excluded by law.
- During supervised visits, the visiting parent always retains primary responsibility for the care of the child/ren, except during brief periods where responsibility is expressly assumed by the supervisor when the visiting parent temporarily steps away (e.g. use of the bathroom). Aligned and its supervisors are not responsible for accidents, injuries, or incidents that may occur during visits, except where required by law.
- Aligned is not responsible for loss, damage, or theft of personal belongings belonging to clients or child/ren during visits or handovers.
- Aligned is not responsible for the acts, omissions, safety standards, or conditions of third-party venues, public spaces, or service providers used during supervised visits or handovers.
- Any notes, records, or reports prepared by supervisors are based on observations made during the service. These records are not opinions, recommendations, or determinations and Aligned does not guarantee how such information may be interpreted or relied upon by third parties, including courts or legal representatives.
- Aligned does not provide legal advice. Clients are encouraged to seek independent legal advice.
- The client agrees to indemnify and hold harmless Aligned, its staff, and supervisors from any claims, liabilities, losses, or expenses arising from the client’s actions, omissions, breach of these Terms and Conditions, or misuse of the services.
- Aligned shall not be liable for delays or failure to provide services due to events beyond its reasonable control, including but not limited to illness, extreme weather, emergencies, or government restrictions.