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Compliments and Complaints

At Cenitex, we value customer experience. Our customers, Victorian Government departments and agencies, rely on our technology daily. To support them, we have a process for managing compliments and complaints as part of our commitment to continuous improvement.

What counts as a compliment or complaint?

Compliments are positive feedback or recognition of satisfactory services or individuals that have exceeded customer expectations. 

Complaints involve customer concerns and escalations that exceed routine service or technical issues typically handled by the service desk or managers.  

How to lodge a compliment or complaint?  

Customer leaders (CIO, Deputy Secretary, Secretary, or CEO) can lodge a compliment or a complaint by contacting a Cenitex Executive Director via:  

  • In-Person Meeting
  • Teams Meeting
  • Phone Call
  • Email
When is a compliment or complaint logged?  

A compliment is logged when:  

  • A customer provides positive feedback about Cenitex services or employees to Cenitex representatives (e.g., Service Delivery Manager or Account Manager). 
  • The compliment warrants recognition by senior management, such as an Executive Director.

A complaint is logged when: 

  • A customer issue reported to Cenitex employees (e.g., Service Delivery Manager or Account Manager) remains unresolved. 
  • The issue requires escalation to senior management, such as an Executive Director. 
How are compliments and complaints managed?  

Compliments

An Executive Director will personally acknowledge the compliment, ensuring clear communication and appreciation.  They will act as the main point of contact to convey the compliment to the relevant team or individual. 

Complaints

An Executive Director will personally address the complaint, ensuring clear communication and resolution. They will act as the main point of contact to resolve the issue efficiently. If the issue isn’t resolved, it may be escalated to our CEO for final review. 

The Cenitex compliments and complaints process 
  • Compliments and complaints are logged in our Compliments and Complaints Register by the Executive Director, with support from the Business Coordinator, Customer Engagement. 
  • The register tracks compliment and complaint details, correspondence, resolution status, and key actions taken. 
  • Regular reviews of the Compliments and Complaints Register are conducted by the Cenitex Executive Leadership Team to ensure effective recognition and to drive ongoing improvement and positive performance.