Aviva is committed to actively encouraging feedback, responding appropriately to concerns and ensuring that the process for dealing with concerns is accessible and responsive to Aviva clients and other stakeholders.

Concerns Procedure

If you feel able to, you are encouraged to first discuss your concerns with the Aviva staff member that is working with you or has been your point of contact. The worker will document your concern and seek feedback from their supervisor about how to best proceed.

Alternatively, if you feel unable to discuss your concerns with the Aviva staff member that is working with you, you can call the Aviva helpline at ✆0800 28 48 26 and ask for the name and contact details of your support worker’s manager.

Concerns will be responded to within ten working days.

Complaints Procedure

If you prefer, or if your feel you have not received an adequate response using the above outlined concerns procedures, you can submit a formal complaint in writing and email it to ✉privacy@aviva.org.nz.

You can also send your complaint to:

General Manager
Aviva PO Box 24161
Christchurch 8140

If you do not wish to receive a response to your complaint, please indicate so in your communication. Otherwise, please include a current postal address, email address, and telephone number so that can be contacted.

Please note that you will be contacted by the Privacy Officer within ten working days.

You can read the full Client Complaints Procedure here.

The Aviva Child Abuse and Protection policy has been developed to support staff (including volunteers, contractors and placement students) in identifying and responding to suspected cases of child abuse, including appropriate response to disclosures of abuse both on and off site. The policy reflects Aviva’s commitment to protecting children, as society’s most vulnerable citizens, in all its activities and actions.

You can read the full Aviva Child Abuse and Protection Policy here. 

At Aviva we value every contribution made to the work we do here. Whether you’re donating time, money or skills, you are making a difference. The following outlines our donation & privacy policies – to help you understand how we operate and what you can expect from Aviva as one of our valued supporters.

Where does Aviva get its money from?

The majority of Aviva’s operating budget comes from government contracts and philanthropic grants. However, a significant number of Aviva's core services are not fully funded, and we rely on support from our community fill this gap.

How is the money Aviva receives spent?

100% of funds received benefits the community in which we work.

Administration and fundraising are a core part of this and in order to achieve financial sustainability and grow the services in which we deliver we need a community of people around us who are willing to support us financially. All activities of the organisation, including administration and fundraising, support our vision. We do our best to keep administration costs to a minimum.

What can you expect from us?

As a charity, all monetary donations received that have a value of $5 or more are tax deductible. This means you can claim a rebate on these and that we should always provide you with a receipt. You should expect receive your receipt within 3-4 working days after you have made your donation.

If you give a regular gift (for instance, by automatic payment or direct debit), your donation receipt is issued annually in line with the tax financial year (31 March). You should expect to receive your annual receipt by the end of April.

You'll hear from us regularly about how your contributions are supporting the community.

Professional bodies

Our fundraisers are members of the Fundraising Institute of New Zealand and are therefore bound by the FINZ Code of Conduct and Practice. View the Code of Conduct here.

If you wish to raise any query about our fundraising practices or would like a full copy of the policy, please in the first instance contact the Fundraising Manager at ✉community@aviva.org.nz. 

How We Handle Your Information

We want you to know that your information is safe with us. We treat your personal details, and all donations, with the utmost security and confidentiality.

Confidentiality and Privacy

• Aviva will never publicly acknowledge you as an individual client or donor without your direct approval.
• We do, however, often acknowledge donations from businesses, trusts and community groups in our newsletter and annual report. If you prefer to remain anonymous, just let us know.
• Your information is never given to a third party. The only exception is if we hire a third-party provider to perform work for us, such as a mailhouse to send out our newsletters. In these cases, the third party is bound by our strict Privacy Policy and the Privacy Act 1983.

Processing Donations

• Aviva is PCI Compliant, which means we follow the highest standards for storing your information securely.
• When you make a donation using a credit card, your details are only used for that specific transaction. No staff member has electronic access to your credit card information.
• If you provide your credit card details on a physical form, we enter the information into our secure system within 24 to 48 hours of receiving it, and the paper form is immediately destroyed.

Your Right to Your Information

You have the right to request any information we may have stored about you at any time.