FAQ

Frequently asked questions

If your question is not answered here, you are welcome to ask us directly.

Where does supervised contact take place?: Contact takes place in an approved home setting or in an agreed community location, such as a park, library, indoor play centre, or café. The location is agreed during intake and must be consistent with any current orders or agreements.
What does the supervisor actually do during a session?: The supervisor remains present, neutral, and observant for the whole session. They manage agreed boundaries, support the session to run calmly, and record factual observations. They do not run the visit or direct the relationship between the child and the parent or family member.
Do we need to complete intake before the first session?: Yes. A formal intake, document review, and risk assessment is completed before supervised contact commences. Where required, we then contact the other party to confirm details and ensure clarity about arrangements and boundaries. The intake fee is listed on the fees page.
Will the other party be contacted?: After intake and assessment, Safe Connections will contact the other party as required, to confirm details and ensure there is shared clarity regarding arrangements and boundaries.
Is there a minimum session length?: Supervised contact is charged with a minimum of two hours, even where the time used is less than two hours.
Do you offer sessions after hours or on public holidays?: No. Sessions are available Monday to Friday and on Saturday and Sunday between 8:00 am and 8:00 pm. No after hours or public holiday services are offered.
Can I get a written report?: Documentation and reporting is an optional, additional service. You may request copies of existing observation records, a single visit observational report, or a multi visit or court summary report. Multi visit and court summary reports are quoted before preparation begins.
Can the child meet the supervisor beforehand?: Where appropriate, an introduction with the child may occur before contact begins. Whether this is suitable depends on the matter and is discussed during intake.
What if cost is a barrier for us?: You are welcome to ask about payment plans, or about possible discounts in cases of financial hardship. Any arrangement is considered individually, based on eligibility and circumstances. See the fees page for more detail.
Does sending an inquiry confirm a booking?: No. An inquiry allows us to understand your needs and assess availability and suitability. A booking is only confirmed after intake, risk assessment, and written agreement of arrangements.
What are the cancellation and refund rules?: These are set out in full on our Terms and Conditions page.

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