Policies and Procedures

Client Complaints and Appeal Procedure

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 and ask for the name and contact details of your 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.

Child Abuse and Protection Policy

Child Abuse and Protection Policy

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. 

Donations and Privacy Policy

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. This also means we need to ask! All activities of the organisation, including fundraising, support our vision. We do our best to keep administration costs to a minimum.

What you can 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.

Your privacy

The information you provide to us will be kept securely and confidentially.

We will never publicly acknowledge any individual without their approval. Businesses, trusts and community groups are often acknowledged in our newsletter and annual report unless they request that their support remains anonymous.

We will never give your information away to a third party apart from third party providers where they are contracted to undertake work for us. What this might looks like is sending your details to a mailhouse to send on Aviva's behalf. They will be bound by our Privacy Policy and the Privacy Act 1983.

We are PCI Compliant. This means, we store your details securely within our processing technology or on site as required by law. Your details are used on with authorisation and only used with authorisation for the transactions you want to make. No staff member ever has access to those credit card details electronically. If you have provided your details via a hard-copy form (i.e. donation slip), your details are entered into our system within 24-48 hours and destroyed immediately following processing. These forms are kept securely on our premise with only authorised staff able to access.

You have the right to obtain any information we may be storing about you.

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