Eadie said Dove had worked with perpetrators, victims and children for nearly 30 years and works with nearly a 1000 clients a year.
Clients are a mix of self-referrals and court mandated clients.
In a written complaint, a Hawke's Bay man who attended a Dove class says on one occasion a facilitator encouraged attendees to repeat a line from Once Were Warriors, a New Zealand movie which focuses on domestic violence.
When no one responded the facilitator began the offending line, which the complainant alleged received "a huge response of approval" from the group and no correction from the facilitators.
A class member also told a joke that referenced a woman having two black eyes. The complainant alleges the joke was met with "huge applause" and no rebuke from the facilitators.
The complainant was directed to attend the classes because of a family dispute matter, which he says did not involve physical violence.
At the end of his second class, he says he confronted the facilitator with his concerns and was told he couldn't pass the course if he didn't "get with the programme".
Eadie said Dove used well-known references to help open group discussion.
"In this case, a quote from a seminal movie was used to generate discussion about family violence.
"The groups are made up of participants at different stages of their journey to change and within the group space, inappropriate comments can be made by participants and the facilitator will constantly need to make a clinically indicated decision about how best to deal with them."
The complainant said at one stage they were told they would be role playing in the next class and he was "singled out" and the facilitator said he would "dress me up in a wig and a dress".
Eadie said "the facilitator was quick to recognise that this was an unskilful and inappropriate use of humour in an attempt at engaging the participant within the group".
"The organisation unreservedly apologises for this, and any offence caused."
Staff were highly trained and only facilitate groups once competency is demonstrated - the two facilitators involved between them have over 25 years of experience, Eadie said.
"Groups are made up of people from a range of backgrounds and with different levels of readiness to address violence - it takes significant skill and energy to address each individuals needs in the room, and there are some things a facilitator cannot control.
"The programme is designed to help change behaviour and as such can be confronting at times."
The investigation into the complaint was nearing completion, as of Tuesday, and three group participants who attended that particular session were interviewed and "did not raise any issues around group facilitation and were confused about why a complaint was being made", Eadie said.
"We have developed strong kaupapa at Dove and we are committed to best practice – as such, we are grateful for the feedback and will use this situation as an opportunity for growth."
Ministry of Justice manager provider and community services, operations and service delivery group Hayley MacKenzie said they were aware of the complaint.
"The Ministry of Justice funds the programme, which is one of several provided by Dove Hawke's Bay, with support from various Government agencies.
"We take any complaints of this nature very seriously.
"We will be working closely with Dove Hawke's Bay and MSD as the complaint is looked into."
Ministry of Social Development general manager service and contracts management Kelvin Moffatt said "we expect our service providers to act professionally and respectfully".
"The Ministry of Justice are looking into this matter and we are working with them".
MacKenzie said Dove is required to meet performance measures outlined in the outcome agreement for service delivery, as well as the requirements specified in the Family Violence Programme Provider Code of Practice which contains information about concepts, structure and processes of programme design and delivery, the scope and framework of programmes, reporting requirements and facilitator approvals.
"It sets the benchmarks for ministry-funded safety and non-violence programmes and for Corrections non-violence programmes.
"While there is room for service providers to apply different methodologies and take different approaches, the code ensures all providers meet the minimum standards for safe and effective programme design and delivery.
"All ministry funded providers are subject to regular contract monitoring and audit activity to ensure services are being provided in accordance with the outcome agreement and code."
