Client Complaints and Appeal Procedure

If you have been unhappy with some aspect of Aviva's service, then please let us know so that we can improve. Our Client Complaints Procedure is outlined here.

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. Currently, approximately 25% of our income comes from fundraising activities. Of that fundraising  income in the 2017 financial year we spent about 2% of our budget on fundraising.

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. All donations are confidential. We will never print your name in any publication be it in print or digital without your express permission.

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 seon 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. You can make this request, in writing, to our team on [email protected]

If you have a concern or complaint, you may make this query to our Privacy Officer.

Please make your complaint in writing addressed to:

By Post:

The Privacy Officer
PO Box 24161
Christchurch 8642

Or by email

[email protected]

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 [email protected] 

Annual Reports Newsletters Research Projects

Aviva Sexual Violence Youth Service Project

In March 2020, Aviva's Sexual Assault Support Service Canterbury (SASSC) team received funding from the Vodafone Foundation to commission two pieces of work to better understand and respond to the needs of youth who have experienced sexual assault. These were completed in November 2021. This included an academic research project including a literature review and primary research to establish what constitutes international best practice, and a co-design project to engage Aviva staff and clients to capture and better understand the present and past experiences of youth engaged in sexual harm support services. The latter being aspirational in nature in terms of what a future service specifically catering to youth could look like.

Read Aviva's condensed report, "Doing Better by Our Rangatahi."

Read the full academic research report.

Read the full co-design report.


Aviva Youth Service Evaluation

In October 2016, with support from the Wayne Francis Charitable Trust, the Aviva Youth Service began supporting people aged 12-25 who had experienced and/or used family violence. The service aimed to increase safety, build self-esteem, improve mental health and, ultimately, break the intergenerational cycle of violence. After delivering the service to 113 young Cantabrians over two years, we are pleased to share how the service has built hope, a sense of identity and brighter futures for young people in our community.

Read the Aviva Youth Service Evaluation Report.


Aviva Peer Support Evaluation

In July 2016 tertiary students Holly Richardson and Lara Moses undertook an evaluation of Aviva's Purposeful Peer Support, four years into its operation.

Read the findings here.


Sexual Assault Support Service Canterbury (SASSC) 

Aviva, in partnership with START, has been operating the SASSC service since July 2014. This research project - Sexual Assault Support Service Canterbury - Research to Inform Service Design - was undertaken to inform the optimal model for development, growth and adaptation of this service for those who have acute and/or historic experiences of sexual violence.  

Read report.



ReachOut was first launched in April 2012 as a new response to men who had used violence or abusive tactics against those closest to them. The service was developed using Police Incident Reports of family violence as a key pathway through which to reach out to men and offer support to change.

Read the evaluation for the first 18 months of service development.


Men's Accommodation

Please click here for 'Models of Alternative Accommodation Support for Men Using Family Violence'.


Women Moving Away from Violence

The research project 'Women Moving Away From Violence - Planning It, Doing It' explores the factors which contribute to women’s decisions to walk away from the violence within their relationships. 

The research explores what is known about the context of violence and abuse as experienced by women and determines what it is that contributes to the development of their skills and strategies as they seek healthy outcomes for themselves and their children. The research will be useful to inform policy makers and to develop guidelines for service providers and practitioners that will enable a more appropriate and effective response to women’s experience of family violence.

Aviva (formerly Christchurch Women’s Refuge) and Family Help Trust worked with Te Awatea Violence Research Centre on this project. Our thanks to the women who volunteered their stories so that others could learn from their experience. The interviews were carried out by Yvonne Crighton-Hill, a lecturer in the Department of Social Work at The University of Canterbury. The research project was funded by the Department of Internal Affairs (Lotteries Commission).

Read the final report.


Specialist Peer Support

Read the report on our research with women and men who have overcome family violence and their views on developing a specialist peer support service.

Specialist Peer Support: Reframing The Journey From Lived Experience of Domestic Violence - Results from research conducted 2011-2012 by Dr Lesley Campbell, University of Canterbury, on behalf of Aviva - April 2012.

Read also the article published in The Journal of Te Awatea Violence Research Centre in 2012; 'Peer Support: Reframing the Journey from Lived Experience of Domestic Violence' (Dr Lesley Campbell and Claire Gray with Beryl Brogden (Aviva Social Inclusion Manager)