• Table of Contents
• Foreword
• Introduction
• Part A - Information about Family Relationship Services
  • 1. FRS Overview
    • 1.1 Eligibility
    • 1.2 Selection
    • 1.3 Consortia and Subcontracting
    • 1.4 Funding
    • 1.5 Reporting and Assessment
  • 2. Service Delivery Components of the Program
    • 2.1 Program/Sub-program
  • 3. Responsibilities, Accountabilities and the Way we Work with the Sector
    • 3.1 Departmental Responsibilities and Accountabilities
    • 3.2 Funding Recipient Responsibilities and Accountabilities
  • 4. Performance Management and Evaluation
    • 4.1 Performance Measurement
    • 4.2 FRS Performance Framework
    • 4.3 Performance Recognition and Improvement
    • 4.4 FRSP Online
    • 4.5 Quality Assurance and Risk Management
    • 4.6 Service Assessments
    • 4.7 Site Visits
    • 4.8 Financial Accountability
    • 4.9 Evaluation and Research
  • 5. Privacy and Confidentiality
    • 5.1 Freedom of Information
    • 5.2 Security of Information
  • 6. Complaints
• Part B - Information about the Family and Parenting Services (FPS) and Family Law Services (FLS) Streams
  • 7. Program Management and Service Delivery Details
    • 7.1 Participants/ Clients/Recipients
    • 7.2 Funding
    • 7.3 Program Links with Other Agencies and Services
    • 7.4 Eligible Activities
    • 7.5 Approved FRS Services
      • 7.5.1 Family and Parenting Services – Prevention and Early Intervention
      • 7.5.2 Family Law Services – Information and Post-separation
    • 7.6 Information Technology
    • 7.7 Information Technology Support
  • 8. Contact information
• Appendix A. FRS Administrative Approval Requirements
• Appendix B. FRSP Online Protocols
• Appendix C. Operational Framework for Family Relationship Centres
  • Part One
    • Role of Family Relationship Centres
    • Assistance provided by Family Relationship Centres
    • Client Service Delivery Principles
    • Staffing, Training And Competency
    • Facilities
    • National Network
    • Principles for Engagement with Community and Other Organisations
  • Part Two - Guidelines
    • Guidelines Relating to Referrals from the Child Support Agency
    • Guidelines for Access to Centrelink
    • Guidelines on Client Service Delivery
    • Guidelines on Safety Policies, Procedures and Critical Incidents
    • Guidelines for working with the Family Relationship Advice Line
    • Guidelines for Engagement with the Community and Other Organisations and Individuals
    • Referral Guidelines for Family Relationship Centres and the Family Relationship Advice Line
    • Guidelines for Referrals to Legal Advice by Staff in Family Relationship Centres
    • Service Charter and Complaints
    • Service Charter Template
• Appendix D. Supporting Children after Separation Program - Description and Operational Requirements
• Appendix E. National Find and Connect Service for Forgotten Australians and former child migrants -Service Description
• 9. Glossary

Family Relationship Services Guidelines

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• Next: 6. Complaints

5 Privacy and Confidentiality

The Privacy Act 1988 (Cwlth) governs the manner in which personal information is handled by government agencies and private sector organisations.

The privacy and confidentiality requirements of funding recipients are described in the Funding Agreement, and in the Approval Requirements (Appendix A).

5.1 Freedom of Information

The Freedom of Information Act 1982 (Cwlth) (FOI Act) gives the public the right to access information in the possession of government agencies with certain limited exceptions. Information collected or held by FaHCSIA may be made available on request, unless exempted under the relevant provision of the FOI Act or under specific legislation that provides for the confidentiality of that information.

Any application for access to documents under the FOI Act must be made by letter or statement, or (where available) by completing a form.

5.2 Security of Information

Funding recipients are required to store records in a secure place and dispose of them in an appropriate manner. Further information surrounding information security can be found in the Funding Agreement Terms and Conditions.

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• Next: 6. Complaints

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