Centro ASSIST FAQ

Support

General Enquiries

Please submit an enquiry here. Our teams monitor online form, email and phone enquiries during business hours.

Contact Details

P: 1300 420 171

We are available 9:00am - 5:00pm Monday – Friday (AEST Sydney time)

E: support@centroassist.com.au

Customer Support

We have a dedicated support portal for our customers here. This includes information on our latest releases, our knowledge base and user guides.

Billing

Credit card payments

We accept MasterCard and Visa credit cards for our ESSENTIALS products only. Other products are billed via invoice. Please contact us if you need to discuss other payment methods.

Is my credit card information secure?

We do not store your credit card information on our data server or our customer management system. We use a PCI-compliant payment processor to process subscription payments.

How do I update my credit card details?

You can update your credit card via the subscription portal. This uses your login details when first signing up to the service (not your web-app login details . If you have forgotten your login details, you can reset your password on the login screen.

When is payment debited?

On the anniversary of your subscription. Payment is automatically debited from the credit card details provided for ESSENTIALS customers. For all other products, invoices are sent leading up to the anniversary date to provide sufficient time to organise payment.

Unsubscribing

How do I cancel my subscription?

If you wish to cancel your subscription during the minimum term, outstanding fees and charges may apply. If you cancel your subscription after the minimum term, the cancellation will take effect at the end of your current billing period. Submit your request via our Cancellation Form. Please refer to our Terms and Conditions.

Common customer questions

How can Centro ASSIST help with content?

Centro ASSIST is committed to producing and maintaining content that aids providers in adhering to NDIS Practice Standards. Content is designed to be easily digestible by frontline staff, ensuring it’s straightforward and understandable. Both Centro QMS STARTER and Centro QMS content are ready for personalisation. Should you need a customised content service, don’t hesitate to contact the Centro team for a tailored quote.

I want to become an NDIS provider. Where do I start?

Check out our NDIS registration page. The NDIS and NDIS quality and safeguards commission also have dedicated pages. If you are still researching check out Centro FREE for access to NDIS pricing and information on registration groups. If you’re ready to submit your application with the NDIS Commission jump to one of our NDIS paid offerings.

What devices, operating systems and browsers are supported?

The Centro ASSIST web app is a modern browser-based application accessed via the internet. It does not require any installation files. On deployment you will be given a specific URL to your ‘web app’ and login credentials. The Centro ASSIST web-app works on devices and screens of all sizes.

Google Chrome is fully supported. If this is not available, a modern web browser is recommended as modern app features are not supported by older browsers such as Internet Explorer. Some features may not work 100% using other browsers.

How long does it take to access the system after payment has been made?

On notification of successful payment by our financial institution, login details to the system are sent out to the registered email address within 1-2 business days.

Can I use my own branding?

This depends on the product. Centro QMS STARTER and Centro QMS customers can supply logo images to be uploaded for their web app. ESSENTIALS customers will be limited to name of their organisation appearing on pdf reports. See our Support Portal for more information.

Can I download and print policies and processes?

Administrators of each web app will have the ability to download and print protected pdf versions of content. See our Support Portal for more information. If you have access but can’t do this, ask your Administrator to give you access or download it for you.

How does Centro help with the auditing process?

For our paid customers, we offer a complimentary auditor referral service. To use this service, please forward your ‘scope of audit’ document to support@centroassist.com.au. This document is sent to you (via email) by the NDIS Quality and Safeguards Commission on completion of your registration/renewal application with the NDIS Commission.

During the audit, your auditor may provide feedback about possible non-conformities. Though the standards are the same, observations and interpretations between auditors may vary. For our paid customers, we also provide assistance to respond to these auditor feedback.

Can Centro ASSIST help with the registration self-assessment?

Our paid offerings include examples responses to the ‘self-assessment’ questionnaire that cover the core and supplementary (depending on product) modules. They are there to help and guide you through this stage of the registration process. It's important that you customise these and make them relevant to your organisation.

I want to add my policies and processes to the system too?

Our Centro QMS STARTER and Centro QMS products come with additional editing capability that allow you to modify our standard content as well as add your own content to the web app.

Centro FREE

Who is this for and how do they use it?

We’ve ‘digitised’ the NDIS price guide to make it easier to understand and look-up. An invaluable resource for prospective, new and existing providers.

We’ve also included a list of all the relevant NDIS specific legislation to help organisations start their compliance journey.

For those you want to manage their own content, we also provide sample content from our paid offerings

How do I sign-up?

Sign-up on our dedicated Centro FREE page. We usually process these requests 1-2 business days.

How do I upgrade to one of the paid products?

Get in touch with a member of the team who will be more than happy to show you the upgraded product in action - schedule a demo today!

Centro ESSENTIALS (Verification Only)

Easy to understand example policies and processes designed to be understood by frontline staff. Perfect for smaller organisations requiring verification.

How do I sign-up?

Sign-up on our dedicated Centro ESSENTIALS page. We usually process these requests 1-2 business days.

I need help, where do I go?

Our Support Portal has information to help you get the most of the web app. If you have any other queries, please contact us via the methods above.

How do I upgrade to another paid product?

Centro QMS STARTER

Suitable for providers going through General and Advanced NDIS Registration with medium-risk and high-risk supports. Designed for Certification.

How do I sign-up?

Get in touch with a member of the team via phone or email and we'll be glad to show you QMS STARTER in action.

I need help, where do I go?

Our Support Portal has information to help you get the most of the web app. If you have any other queries, please contact us via the methods above.

Centro QMS

When you need a more systemised way of managing your NDIS compliance. The best bits of our other products combined with proven capability to set-up or transform the way you manage NDIS compliance.