Our Complaints Process
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 complaints as part of our commitment to continuous improvement.
What counts as a complaint?
Complaints involve customer concerns and escalations that go beyond routine service or technical issues handled by the service desk or managers.
How to make a complaint?
Customer leaders (CIO, Deputy Secretary, Secretary, or CEO) can lodge a complaint by contacting a Cenitex Executive Director via:
- In-Person Meeting
- Teams Meeting
- Phone call
When is a complaint logged?
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 complaints managed?
- 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.
What happens if a complaint is unresolved?
If the issue isn’t resolved, it may be escalated to our CEO for final review.
The Cenitex complaint process
- Complaints are logged in our Complaints Register by the Executive Director, with support from the Business Coordinator, Customer Engagement.
- The register tracks complaint details, correspondence, resolution status, and key actions taken.
- Regular reviews of the Complaints Register are conducted by the Cenitex Executive Leadership Team to ensure effective resolution and ongoing improvement.