Our complaints handling procedure reflects our commitment to providing the best service. It seeks to resolve customer dissatisfaction as close as possible to the point of service delivery and to conduct thorough, impartial and fair investigations of customer complaints so that, where appropriate, we can make evidence-based decisions on the facts of the case.

Our complaints process is designed to encourage the fast and efficient resolution of your issue at the first point of contact. While we will always aim to provide you with awesome customer service, we recognise that you may wish to express dissatisfaction with our products, services or procedures.
During the course of your complaint, we will aim to tailor any proposed resolutions to provide a fair and reasonable outcome to all parties involved. Once accepted, we will aim to deliver our mutually agreed resolution to you within 10 business days, or 2 business days where the complaint is urgent.

Stage 1: First contact
Please contact Centro Systems Ltd (Centro WebNet Ltd) through any of the means listed on our contact page. At first contact, you will initially be addressed by a Customer Service Representative.

Stage 2: Assignment
Depending on the nature of the issue your complaint will be allocated to either our Technical Department for resolution or to a designated Manager for further investigation into the matter. A member of the team will contact you within 1 working day of receiving the referral to acknowledge your complaint. The acknowledgement may be verbal (via telephone) or in writing (via email) at our discretion. A response to your issue will be provided within 2 working days of your complaint being lodged with us.
We aim to resolve all complaints within 5 business days from the date of initial lodgement. Complex problems we will be endeavour to resolve within 15 business days. We will contact you directly to advise and discuss a new timeframe in the event that a resolution may fall outside these timeframes.

Stage 3: Further options
We hope that you will never need to progress beyond stage 1 or 2 as we will make every effort to resolve your complaint to your satisfaction. However, if you find that you are still not completely satisfied with our final response, then your complaint will be escalated to one of the Directors of Centro Systems Ltd (Centro WebNet Ltd) whose decision will be final with regards to company response. (Your normal statutory rights are not affected)

Remedies: When we get things wrong we will act to:

  • Accept responsibility and apologise.
  • Explain what went wrong and why, and put things right by making any changes required.
  • Learn lessons from mistakes and change policies and practices where proportionate and sensible to do so.