FAQ – Centro ASSIST Support Portal

This support article covers the following topics, click the relevant link below to navigate to the answer:

I am confused about how to use the web app. Can you help?

You can find a variety of instructional guides for using Centro ASSIST within our Support Portal.

Here are some recommendations to help you get started:

Web app basics and navigation:
Setting up your web app:
- Centro ASSIST implementation guide
- Set up and configuration guides
Editing
- Manage content guides
Knowledge testing
- Knowledge testing guides
Registers
- Register guides

What content is available on the Centro ASSIST platform?

Our content includes a comprehensive range of starter policies, processes, documents and audits, mapped to the NDIS Practice Standards and disability specific regulations. A full summary of the content we provide within the system is available in our Content Register.

How do I use the Centro internal audit functionality?

Our internal audit how-to guides provide instructions for using the internal audit functionality.

Our Implementation Guide also provides guidance for implementation. A summary of the steps required for implementation are below:

Step 1: Set up and configuration

Assign permissions to users, for assistance with how to assign permissions to users, please click here.
Create business units (if applicable), for assistance with how to set-up business units, please click here.
Set up email notifications/reminders for audits, for assistance with notifications please click here.

Step 2: Create an audit schedule

For assistance with how to create the audit schedule, please click here.

Step 3: Conduct an audit

Once the schedule has been created, the next step is to conduct the audits in line with their due dates.

For assistance with downloading and completing audits (including scoring system information), please click here. For assistance with uploading audits please click here.

For assistance with uploading audits please click here.

Step 4: Review and approve an audit

The next step is to review and approve the audit.

Once the user is satisfied all information has been entered correctly, the “approve” button can be clicked. The user can revert the approval if required.

For assistance with approving an audit, please click here.

Step 5: Monitoring and continuous improvement

One of the main benefits of the module is the ability to monitor performance over time using the ‘performance timeline’ view.

By using the colour coding and scoring system, organisations can monitor performance and demonstrate continuous improvement over time.

Does Centro do content updates to stay compliant with NDIS requirements?

Centro ASSIST has an in-house technical writing team, who are responsible for undertaking research, writing new content and updating our existing content. Centro ASSIST content updates are based on:

legislative changes within the disability space
best practice recommendations from relevant peak bodies
feedback from our customers.

Content updates are generally released on a half-yearly basis. One of the best features of the Centro web-app is that our content updates are delivered directly into your web-app, so you don’t have to look through word or PDF documents.

There is a document that I need and I cannot find it on the Centro platform, what do I do?

If you are unable to find a document on our platform, check our content register to confirm if we have the document you’re looking for. Our documents are mapped to reflect the NDIS the practice standards. We do not provide organisation-specific documents such as service agreements and business plans.

If the document is not included in our content register, feel free to contact us on support@centroassist.com.au and include details of the document you require.

I am having issues downloading a document from the system, a message comes up saying that the document link has expired. What do I do?

This error message is caused by a PDF browser extension in your web browser. We would suggest the following troubleshooting solutions for this:

Switch to a different internet browser. We support Google Chrome, Microsoft Edge and Apple Safari; or
consider temporarily switching off any browser extensions that you use to open documents in your browser (e.g. Adobe Acrobat).

I am having trouble logging in to my Centro web app. Can Centro help?

The address for your web app should be in the following format: yourorganisationname.centroassist.com.au. This URL is available in the welcome email sent to you upon registration.

You can also sign in directly from our website by accessing https://www.centroassist.com.au/

You can use Forgot password and enter your email address to reset your password.

If you are not a system administrator. You can also contact your system administrator. Your administrator can send you a password reset email by:

Accessing People>Users in the Centro web app.
Double-clicking on your name.
Ticking the reset box.
Clicking Save.

To request a manual password reset please contact us at support@centroassist.com.au and include:

The name of your organisation.
Your name.
The link of the web app/web page you are trying to access.

Can I bulk download all Centro documents?

Each form/document within the Centro Documents tab will need to be downloaded individually. However, items in the Policies and Processes tab can be downloaded together. For more information about downloading content in the Centro web app, click here.

How can I edit the Centro policies and processes?

Centro QMS and PROFESSIONAL customers can edit all the standard Centro content using the in-built web app functionality.

Instructions for editing content within the web app can be found in our series of support portal articles about editing.

I am getting an error in the Centro system, what do I do?

If you are experiencing an error in the Centro platform, please contact us on support@centroassist.com.au and provide the following information:

the name of your organisation
a screenshot of the error message
the date and time the error occurred
the person/persons affected by the error.

Can I convert the Centro PDFs into an editable Word document?

Content on your Centro portal needs to be edited using the in-built web app functionality. This is to ensure document consistency and allows you to keep track of changes and different policy/process versions by using the Centro release management features. In addition, editing each content section in the web app ensures that your document maintains uniform formatting when publishing in policy/process compilations.

Centro QMS customers can save exported PDF files using the following steps:

Download the policy/process within Centro Assist as a PDF Version
Save on your Desktop/ SharePoint etc
Open Microsoft WORD and select OPEN
The document will show as an option to open as per image below. Select OPEN.

The following message will come up, Select OK

For more information regarding editing content in the web app, please see our series of support portal articles about editing.

Can I have my logos on my Centro policies and processes?

Centro QMS and Centro PROFESSIONAL customers can have their logos on:

the welcome banner that appears on the web app home page.
the front page of all bulk PDFs (i.e. when downloading 2 or more policies/processes in PDF format at the same time)
the footer of all PDF versions of Centro policies/processes.

This branding is done by the Centro team. Please send a good quality version of your organisation’s logo to support@centroassist.com.au

Can I have my logos in Centro documents?

Each Centro document within the Documents tab is customisable. The approach will differ according to the format of the document.

Forms in a Word format should be edited using Microsoft Word.

Forms in Excel format should be edited using Microsoft Excel.

Forms in PDF format should be edited using Adobe Acrobat.

Once users have branded their logos, they can be re-uploaded into the web app. Please see our article on editing existing documents to find out more.

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