This site does not provide financial advice, if you need any financial advice please contact your financial adviser. You may be charged for this advice.


Introduction:

  • Welcome to e-community@aviva, the online community for Aviva customers both existing & prospective to network, learn, debate, inspire, support and share expertise and resources. The site is an open platform for discussion and debate, owned and shaped by its users.
  • Every time you use this community, you're agreeing to our Community guidelines, Privacy Policy and Terms and Conditions, so you should make sure that you read these so you know what is expected of you and what you can expect from others.
  • These guidelines are here to support us all, the aim is to protect anyone who reads or contributes to the community and to help everyone have a fun and rewarding time. The guidelines aim is to make sure we all know how to engage with each other on our community.
  • We have the right to update and change our Community guidelines and Terms and Conditions at any time. Members should check these guidelines on a regular basis.
  • If you have any questions or comments about these rules, or anything on the site at all, please email the community manager at e-community@aviva.com or comment under any of the discussions.
  • Views expressed in this community are purely the views of the members and as such don't constitute professional recommendations or advice or the opinions of Aviva.
  • Guidelines: (Not in any priority order)

Your account

  • To use e-community@aviva you need to register and set up an account.
  • Please don’t set up more than one account, as these will be treated with suspicion and will be removed. If you can’t remember your password you can request a new one.
  • Use the log out button, especially on a public machine, to minimise intruder access. Please do not allow others to access the Community using your log in details without letting us know first.
  • If we block your account, please do not set up another one without our permission. If you feel that your ban was undeserved then please do contact us and we’ll be happy to discuss it with you.

Your account name and profile

  • Your name on the site will consist of your first name and last name as entered by you at registration and this is how other members of the community will identify you.
  • This community is a public space which can be viewed by anyone who uses it. Your account name will be visible, but your full name and email address won’t be. For your safety and privacy please don’t post personal details such as phone number, BBM (Blackberry Messenger) PIN, address details, email address, private message content, agent message content and other account information on the forum.
  • Do not post your own personal information such as home addresses, telephone numbers and email addresses. Do not share your profile or account name and details on any social networking site with other users, they can find out a great deal of personal information about you from it and this could constitute a security risk.
  • Do not use any language in your profile that others may find offensive otherwise these will be removed.
  • Do not use avatars or photographs that may be considered as inappropriate, disrespectful, rude or offensive. Also as the Aviva Community team members will be using the Aviva logo as an avatar no other user is allowed to use the Aviva logo on their avatar.
  • Please refer to our Privacy Policy which explains how we handle personal information.

Content

  • The information posted on this community is user-generated.
  • You'll find plenty of good information here, but remember that your situation, configuration, or implementation may vary from that of the individual sharing a solution. Some information you find here may even be wrong. Apply the same good judgment here that you would apply to information anywhere on the Internet.

Personal Safety

  • We advise that you never reveal any personal information about yourself or others, such as your telephone number, postal or email address, or any other details that could allow you to be identified.
  • It is absolutely forbidden to post other people’s personal information, we take this very seriously.

Responsibility

  • You are responsible and liable for your own posts. Aviva are not the publisher or author of the words posted by members and Aviva are not liable for material posted by members.
  • Comments must be your own original work. You must not violate, plagiarise, or infringe any copyright, trade mark, trade secrets, privacy and publicity, personal or proprietary rights.
  • If you submit a comment, you agree to allow Aviva to use the material in your comment in any way it may reasonably choose on a free-of-charge basis in any media throughout the world. Any comments you make may be reviewed, edited and/or removed.
  • Any copyright in your comment will remain with you and this permission is not exclusive, so you can continue to use the material you contribute in any way, including allowing others to use it.

Posts

  • Search first. Use the search function before posting a question. Take time to read what others have said, it’s possible that someone has already asked the same question.
  • If you still can’t find what you’re after – don’t be afraid to post a question. Asking questions is as much a part of contributing to the community as answering them.
  • Stick to the topic at hand, and start a new thread if there is something else you’d like to discuss. If a question has been asked before, or a thread starts to head off topic a Moderator may move the comments/thread somewhere more appropriate.
  • Do not post duplicate messages in different areas of the community. If you have a new question, start a new thread rather than interrupting a conversation.
  • Take care with humour that might work verbally but may come across differently online
  • Do not post in all CAPITALS, this is considered rude.

Be supportive

  • Do not bully, harass or intimidate any user. If you have misgivings about any member’s credentials, please report them using the report facility
  • Avoid ‘whisper campaigns’ and witch hunts. The Community Management Team are the only members of the Community who are able to decide whether a member is fake or not, please trust us to make the correct judgment call.

Respect others

  • Respect people's time and attention by asking well-thought-out questions and sharing what you've learned so far in your experimentation or prior research.
  • Respect people as individuals by keeping your tone positive and your comments constructive. Personal attacks are never justified.
  • Be tolerant and respectful of other members’ beliefs and opinions at all times.
  • We may remove any comments others find offensive or threatening, which are deemed to be escalating a situation or constitute financial advice. We may also remove an entire thread if a strong disagreement develops.
  • It’s your right to disagree with an opinion, but don’t attack the person or people who hold it and please make your point respectfully.

Post full answers:

  • When responding to a query in the help forum, please ensure that you have your full answer ready before posting on a thread.
  • Do not post one word replies or short sentences to secure an early response to a thread, as this is unfair to other members that post fairly and it is considered gaming the system.
  • Small edits are fine.

Keep it legal

  • Posting content that may put you or us at risk of prosecution, such as defamatory posts or content that breach someone else’s intellectual property rights is against our house rules.
  • Do not 'name and shame' individuals or organisations as this can leave both you and Aviva open to prosecution if your comments could be interpreted as libellous.
  • Do not use our Community for anything unlawful, misleading or malicious.

Impersonation and imitation

  • Imitating other users can be a form of harassment and we take this very seriously. We may remove any content, delete accounts and ban users who do this.
  • Members who are suspected of impersonating another member will have their accounts suspended pending investigation.
  • Please do not provide false information in your biography or create an account for anyone other than yourself without permission.

Swearing and abusive language

  • Offensive or abusive language is unacceptable in this community. Avoid using swear words or words that others may find offensive aggressively or excessively.
  • Do not use asterisks in place of letters in objectionable words
  • We don't tolerate racism, sexism, homophobia, ageism or other forms of hate-speech or content that could be interpreted as such. Harassment and threats of physical violence will be treated very severely.
  • No adverts, promotions or spam
  • e-community is a source of support and should not be used to sell or promote services to our members. We consider any commercial solicitation to be spam, including promoting web addresses, products or services.
  • We will not tolerate any company or individual found to be soliciting personal information from our members for commercial gain. Action will be taken against any company found to be passing themselves off as an individual.

Advertising:

  • No advertising of non-Aviva related items or external commercial websites.
  • Please don't advertise goods or services for sale. Other websites are specifically set up for this task, are much better at it and have the staff to support disputes.  Aviva does not want to get involved in any such disputes hence we don't allow people to sell anything via our forums.

Propriety rights:

  • Do not submit anything that infringes upon trademarks, copyrights or any other proprietary rights of any person or company.
  • Don’t post links to or information about pirated and illegal software.
  • Don’t post information that is inaccurate or damaging, this includes links or information to websites or servers that contain viruses etc.

 Impersonating agents and Aviva team members:

  • Do not impersonate in any shape or form agents or Aviva team members.

Inappropriate posts:

  • The term ‘inappropriate’ is defined by the Community Management Team
  • Whilst not exhaustive this includes, obscene, defamatory or abusive, libellous, damaging, injurious, foul, swearing, racist, advertising of goods services and websites.
  • Where an inappropriate community username is suspended, this means the account will no longer be able to participate on the community and as such will no longer receive payback for community comments.
  • If you submit or share offensive or inappropriate content anywhere on Aviva or otherwise engage in any disruptive behaviour, and Aviva considers such behaviour to be serious and/or repeated, we may use whatever information available about you to stop any further such infringements. This may include informing relevant third parties such as your employer or email provider about the infringement(s).

Pointless posts:

  • Pointless posts are posts that do not offer value, truth or contribute to a discussion. They are considered to be bad etiquette and should not be made.

False representation

  • The community may be visited by people who want to upset its members or who are not telling the truth about their experiences.
  • If you suspect someone isn’t telling the truth, the best thing to do is to ignore them.  Please don’t accuse anyone publicly of being dishonest as this can deflect discussion away from what our community is here for. Instead, report your suspicions by email to our Community Management Team.
  • Please remember we can only make decisions based on activity that takes place on our community and not on other social networks or phone conversations.
  • Child protection
  • For the protection and safety of children, this community does not support members under 16 years of age. Accounts of members found to be under 16 will be closed without notice.

Moderation

  • Aviva reserve the right to approve any post before it is published on the Community Site and therefore you may experience a delay before your post is published. This is required to ensure that Aviva adhere to all the rules and regulations put in place with regards to social media within the financial services.
  • If you find anything in this community offensive or inappropriate, please contact us immediately by emailing e-community@aviva.com and we will take appropriate action as soon as we reasonably can.
  • This is called reactive moderation, and it means that we rely on our members [l1] to alert us to any inappropriate content or behaviour.
  • We reserve the right to take steps or implement measures that we think will benefit the whole community and its users. This may include suspending your account without notice, or for more severe cases, banning you from using the Online Community.


Aviva’s social media team monitors all comments on the Community

  • We encourage  Aviva members to help each other; however as part of the community management team there are a few people at  Aviva that keep an eye on things (they’ll have a little  Aviva logo next to their name).
  • If you recognize any violation of these guidelines, please notify us within the community by contacting us on .
  • If you have any questions about our guidelines, terms, or policies, let us know.

The Aviva Logo and Aviva Employees

  • You will notice that some community members have a Aviva logo next to their names - this means they are Aviva employees. Like you, they are members of the community and we encourage them to share their knowledge and opinions.


Responding to questions

  • Our commitment is to respond to all questions received through social media quickly and transparently. Comments will be forwarded on to relevant colleagues, who aim to provide a response within 24 hours during a working week (typically Monday to Friday). A holding statement will be given where responding fully takes more time.
  • You can also submit questions directly through our contact page.

Pre-moderated comments

  • In all cases, comments will be moderated before appearing. This is to ensure a safe environment for community members, where a subject is particularly sensitive or contentious.

Terminating comment threads

  • In certain cases, commenting will be disabled. This is to encourage focused and positive conversations within our community spaces and to maintain a safe environment for all involved.

Banning community members

  • Community members who continue to disregard the above guidelines after receiving an email warning will be banned from contributing to the community. They will receive an email explaining the reasons for this decision.

Reporting inappropriate posts or community violations

  • If you find a comment, discussion topic or a private message offensive, inappropriate or feel it violates our Community guidelines or Terms and Conditions please let us know immediately, and then ignore it. Email us at e-community@aviva.com. Do not confront members publicly, please just report and ignore.
  • When you report something that you find offensive or inappropriate it will be kept private between you and our Community Management Team, no one else will know that you have reported the comment. However there may be instances when Aviva will need to share this information with governing bodies.
  • Once you have reported something, we will start to investigate as soon as we can and make sure that we look into the issue. It is best that once you have reported something that you then ignore that person or offending post and try not to confront members publicly but wait for us to investigate the problem.


Breach of guidelines:

  • Any breach of these guidelines may result in the editing or removal of posts/threads or may result in a suspension from the community.
  • Aviva may also take legal action where ever appropriate. We’d rather not do that, so please keep to the guidelines.
  • We want a welcoming and supportive environment for both you to enjoy and for our staff to work in. As a result, we won't tolerate harassment of or nuisance communication to either community or staff members. As above, we'd rather not, but will take appropriate action immediately to prevent this if we have to.


Disputes:

  • In the event of disputes or clarification on any of the guidelines the Community Management Team have the final say.
  • If you wish to escalate any discussion or dispute you may have with a member of our Community Management Team regarding the guidelines and their implementation, please ask for this to be raised with a Community Manager.
     
Community Moderation Guidelines
Potential Issue Violation level Action Severity Moderator response
Minor violations
User posts a pointless post Minor 1st offence Amber PM sent to user stating breach of community guidelines. Provide guidance and ask user to comply with guidelines.
    2nd offence Amber PM sent to user stating breach of community guidelines. Advise user they will be temporarily banned if they persist.
    3rd offence Red User is temporarily banned from the Community.
User posts personal details in their user profile Minor 1st offence Green PM sent to user stating breach of community guidelines. Provide guidance and ask user to comply with guidelines.
    2nd offence Amber PM sent to user stating breach of community guidelines. Advise user they will be temporarily banned if they persist.
    3rd offence Red User is temporarily banned from the Community.
Inappropriate photo/ avatar used or posted Minor 1st offence Amber PM sent to user stating breach of community guidelines. Provide guidance and ask user to comply with guidelines.
    2nd offence Amber PM sent to user stating breach of community guidelines. Advise user they will be temporarily banned if they persist.
    3rd offence Red User is temporarily banned from the Community.
User post duplicate questions in numerous forums Minor 1st offence Amber PM sent to user stating breach of community guidelines. Provide guidance and ask user to comply with guidelines.
    2nd offence Amber PM sent to user stating breach of community guidelines. Advise user they will be temporarily banned if they persist.
    3rd offence Amber User is temporarily banned from the Community.
e-community guidelines - Aviva 2013 - Minor violates
Moderate violations
User post includes rudeness and/or swearing Moderate 1st offence Amber PM sent to user stating breach of community guidelines. Advise user they will be temporarily banned if they persist.
    2nd offence Red User temporarily banned.
User post includes Spam Moderate 1st offence Amber PM sent to user stating breach of community guidelines. Advise user they will be temporarily banned if they persist.
    2nd offence Red User temporarily banned.
User bullies harasses or intimidates another user Moderate 1st offence Amber PM sent to user stating breach of community guidelines. Advise user they will be permanently banned if they persist.
    2nd offence Red User permanently banned.
User posts empty response or one word reply to increase community status Moderate 1st offence Amber PM sent to user stating breach of community guidelines. Advise user they will be temporarily banned if they persist. Community status downgraded.
    2nd offence Red User temporarily banned.
User posts gives financial advice Moderate 1st offence Red PM sent to user stating breach of community guidelines. Advise user they will be permanently banned if they persist.
    2nd offence Red User permanently banned.
User posts non legal post Moderate 1st offence Red Non legal content/ post removed. User PM’d regarding breach and advised they will be permanently banned if they persist.
    2nd offence Red User permanently banned.
User ‘names or shames’ individual or organisation Moderate 1st offence Red Content/ post removed. User PM’d regarding breach and advised they will be permanently banned if they persist.
    2nd offence Red User permanently banned.
User posts malicious content Moderate 1st offence Red Content/ post removed. User PM’d regarding breach and advised they will be permanently banned if they persist.
    2nd offence Red User permanently banned.
Negativity towards Aviva or employer Moderate 1st offence Amber Content/ post removed. User PM’d regarding breach and advised they will be temporarily banned if they persist.
    2nd offence Red User temporarily banned.
User posts racist, sexist, etc post Moderate 1st offence Amber Content/ post removed. User PM’d regarding breach and advised they will be permanently banned if they persist.
    2nd offence Red User permanently banned.
User post adverts or promotion Moderate 1st offence Amber Content/ post removed. User PM’d regarding breach and advised they will be permanently banned if they persist.
    2nd offence Red User permanently banned.
User post includes advertising goods for sale Moderate 1st offence Amber Content/ post removed. User PM’d regarding breach and advised they will be temporarily banned if they persist.
    2nd offence Red User temporarily banned.
User post infringes trademark or copyright or other proprietary person or company. Moderate 1st offence Red Content/ post removed. User PM’d regarding breach and advised they will be permanently banned if they persist.
    2nd offence Red User permanently banned.
Post includes links to pirated or illegal software. Moderate 1st offence Amber Content/ post removed. User PM’d regarding breach and advised they will be permanently banned if they persist.
    2nd offence Red User permanently banned.
Post includes links to non-suitable external websites. Moderate 1st offence Amber Content/ post removed. User PM’d regarding breach and advised they will be permanently banned if they persist.
    2nd offence Red User permanently banned.
User posts inappropriate post. Moderate 1st offence Amber Content/ post removed. User PM’d regarding breach and advised they will be permanently banned if they persist.
    2nd offence Red User permanently banned.
e-community guidelines - Aviva 2013 - Moderate Violations
Major violations
User undertakes a spam attack Major 1st offence Red User is permanently banned.
User posts someone else’s personal details Major 1st offence Red User is permanently banned.
Individual collecting personal information for personal gain Major 1st offence Red User is permanently banned.
User makes false representation Major 1st offence Red User is permanently banned.
User is under the age of 16 Major 1st offence Red Account is closed immediately.
User imitates other user or FL staff Major 1st offence Red User is permanently banned.
e-community guidelines - Aviva 2013 - Major Violations
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