Legal
Complaints & feedback
If something has gone wrong, this is how to tell us and what we will do about it.
Last updated September 2026 · Centroid Engineering Solutions Pte Ltd · UEN 201308058R
We work in live plants, on shared utilities, inside shutdown windows. When something goes wrong the useful thing is a fast, named, documented route to someone who can act. That is what this page is.
1. What this covers
- Quality of work, workmanship or documentation on a project.
- Conduct or safety behaviour of our personnel on your site.
- Programme, schedule or communication failures.
- How we have handled your personal data (see also our privacy policy).
- Anything you would rather raise confidentially.
2. How to raise it
Email sales@centroides.com with "Complaint" in the subject line, or call +65 6339 5283. Please include, if you can: the site or project, the date, what happened, who was involved, and what outcome you are looking for.
3. What happens next
| Stage | Who | What happens | When |
|---|---|---|---|
| 1 — Acknowledge | Project engineer | We confirm we have it, and give you a single named point of contact | Within 1 working day |
| 2 — Investigate | Project engineer + discipline lead | We establish the facts, review records, and speak to everyone involved | Within 5 working days |
| 3 — Respond | Accountable manager | A written response: what happened, what we are doing, and by when | Within 10 working days |
| 4 — Escalate | Management | If our response does not resolve it, you may ask for management review | Within 15 working days |
| 5 — Close out | Accountable manager | Corrective action recorded, and any change to procedure captured | On agreement |
If any stage will take longer, we will tell you before the deadline passes rather than after.
4. Safety concerns
If a concern is an immediate safety risk, do not use this procedure. Stop the work, make the area safe, and call your site emergency contact and our site supervisor. Report it here afterwards so it is recorded and acted on.
5. Confidential reporting
If you would rather not go through the project team — including where the concern is about our own conduct — write to sales@centroides.com marked "Confidential" and it will be handled outside the project reporting line.
6. Data protection complaints
Raise these with our Data Protection Officer at sales@centroides.com. If we cannot resolve it, you may take it to the Personal Data Protection Commission of Singapore.