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11.1 Service agreement requirements
The department’s Service Agreement Requirements document details the responsibilities, policies and obligations for all funded organisations with a service agreement. It provides information for understanding policies and other information aligned with service delivery.
Service Agreement Requirements
11.2 Compliance under the Social Services Regulatory Framework
The 2025 guidelines on obligations under the social services regulatory scheme are not exhaustive. For more details, Specialist homelessness services (SHS) should refer to the Social Services Regulation Act and the Regulator’s published guidance.
11.2.1 Social Services Standards
The Social Service Standards are obligations that social service providers in Victoria must meet. The Social Services Regulation Act 2021 Act embeds these standards in law.
Specialist homelessness services (SHS) must show they provide safe social services by meeting the service requirements of the six standards:
- Safe service delivery. Social services are safely provided based on assessed needs.
- Service user agency and dignity. Social services are person-centred, and respect and uphold service user rights and agency.
- Social service environment. Social services offered in a safe, secure and fit-for-purpose environment.
- Feedback and complains. Service users receive support to share feedback, complaints or concerns about service safety.
- Accountable organisation governance. Effective governance and organisational systems support safe social service delivery.
- Safe workforce. The social services workforce has knowledge, capability and support to provide safe social services with care and skill.
Each standard has a set of outcomes and service requirements prescribed in the Social Services Regulations 2023. The service requirements are tangible actions that SHS must take to comply with the standards. The outcomes reflect the expected outcomes for service users when SHS follow the service requirements. Under the Social Services Regulation Act 2021, a registered social service provider is assumed to follow the Social Service Standards if they meet the service requirements.
The Regulator’s website has information about each standard. It has suggestions for documents, evidence and indicators of success to help SHS show how their compliance.
Social Service Standards – Social Services Regulator’s Guidance
Social Services Regulation Act 2021 (Vic)
Social Services Regulations 2023 (Vic)
11.2.2 Registration with the Social Services Regulator
Specialist homelessness services (SHS) must register with the Social Services Regulator. There is no cost to register.
Social Services Regulator registration
Social Services Regulation Act 2021 (Vic)
11.2.3 Reporting notifiable incidents
As noted in Section 6.2, organisations registered with the Social Services Regulator (the Regulator) must report all serious incidents or risks to service users during delivery of a social service. Serious incidents include serious harm to a service user or any incident that may cause serious harm.
Specialist homelessness services (SHS) must notify the Regulator about incidents within three days. SHS that use CIMS for reporting can generally use CIMS to make these reports to the Regulator. SHS must report some incidents to the Regulator immediately, by the end of the next business day.
Information about how to report critical incidents is on the Regulator’s website.
Client Incident Management System (CIMS)
Client incident management guide
Social Services Regulation Act 2021 (Vic)
Social Services Regulations 2023 (Vic)
Guide to reporting a notifiable incident to the Social Services Regulator
11.3 Governance and management
Organisations are accountable against the policies and guidelines under the service agreement. They must follow state and national laws that apply to their funded services. Organisations need strong governance processes to ensure safe service delivery and ongoing viability.
There is more information on governance and management on the department’s website.
Governance for community organisations
11.4 Child Safe Standards
All Specialist homelessness services (SHS) that provide services or facilities to children must follow the Child Safe Standards. The Child Safe Standards aim to protect children and young people. They compel SHS to enact policies, procedures and processes to prevent and respond to abuse.
The Social Services Regulator regulates the Child Safe Standards for the social services sector. Further information on the Social Services Regulator is in Section 4 and in Section 11.2 above.