iSupervise Supervised Children's Contact Service, Belmore, NSW

My experience as a client of iSupervise was unsatisfactory, mainly because of the organisation of visits, the transition process and communication. Of eleven scheduled visits, five were cancelled, and the actual contact time I had was approximately six hours in total. During the visits that went ahead, transitions took between 40 and 60 minutes out of bookings lasting only two hours. In my experience, no transition took less than 40 minutes, significantly reducing the time available. Throughout this process, I tried to contribute suggestions to make transitions shorter and more effective. I repeatedly asked for alternative arrangements to be considered to preserve the available contact time. Despite those requests, I did not see an improvement that brought transitions below those durations. Communication was also frustrating. In my experience, phone calls went unanswered, leaving me dependent on email replies, which did not always arrive in time to clarify or resolve arrangements for a visit. I had to follow up repeatedly and encountered errors and inconsistencies in communications about times and locations. On some occasions, I was told that changes were being considered, but I did not receive a clear and timely explanation of what had been proposed, what had been agreed and what would actually be implemented. Prospective clients should also ask about the additional travel charge that may apply depending on the location of the visit. I raised these concerns directly with the service. I am sharing my experience to document the difficulties I encountered and help others make an informed decision. I recommend obtaining written clarification about how transitions are managed within the booked time, what happens when they take up a substantial part of a visit, cancellation and rescheduling conditions, additional travel charges and the complaints process.