The ombudsman that listens, protects and resolves
Centralize complaints, reports and suggestions in a single channel — with automatic case numbers, SLA deadlines, guaranteed anonymity and compliance with Law 13.460/2017 and the LGPD.
Guaranteed anonymity · SLA and appeal · Immutable audit trail (LGPD)
Your audience’s voice in one place
Scattered complaints, reports stalled by fear and legal deadlines slipping without warning become a single channel — with case numbers, deadlines and accountability built in.
Listening in one place
Complaints, reports, suggestions, compliments and requests arrive from your website, email, QR Code and embedded form — all centralized in the same inbox, with a single case number and full history.
Genuine anonymity
Sensitive reports can be 100% anonymous, tracked by case number with automatic scanning of personal data. Whistleblowers speak without fear; you handle it securely.
Compliance in the process
SLA workflows, deadlines and the right of appeal already follow the format of Law 13.460/2017 and the LGPD. Reports for CGU/e-OUV come out ready, with no parallel spreadsheet.
Everything a serious ombudsman channel needs
From the citizen’s first click to accountability, with a trail and security at every step.
Automatic case number
Every submission gets a server-generated number. Citizens follow the progress without needing to log in.
Triage and routing
Categories, severity and owner defined by rules — the submission lands directly with whoever resolves it.
SLA by type and deadline
Deadline rules by category, with countdown, due-date alerts and escalation before time runs out.
LGPD anonymization
Automatic retention and broad PII scanning across the person, attachments and free-text fields after resolution.
CGU / e-OUV reports
Exports and strategic reports in the required format, including CSV for accountability.
Immutable audit trail
Every action enters a log with a SHA-256 hash chain. Nothing is edited or deleted without leaving a trace.
From submission to accountability
A single flow, from citizen to audit — no rework and no parallel spreadsheet.
The submission comes in through the public channel (website, embed, email or QR Code) and gets a case number instantly.
Category, severity and SLA are applied by rules; the AI suggests the classification to speed things up.
The owner drives the case with a visible deadline, full history and the right of appeal guaranteed.
Resolution recorded, submitter notified and compliance reports ready for audit.
Every submission with case number, deadline and protection
The submitter speaks once and follows along by number. The team sees the severity, the SLA counting down and the full history — with the author protected and every action in an immutable audit trail.
"Report of inappropriate conduct by a supplier during delivery. I attached photos of what happened."
Connected to the rest of Centriu
Listening doesn’t end at the ombudsman channel. Echo turns every submission into a signal for the modules your team already uses.
Complaints become service cases with follow-up, without losing the case number.
The submitter’s record talks to your contact base and capture.
Conduct alerts and reports feed risk and ethics management.
The ombudsman’s temperature feeds into the read on the operation’s health.
Built for
Module plans
Three tiers that unlock more as you grow. On Max, you get access to everything.
Starter
Essentials to start
- Digital complaints channel
- Automatic protocol per case
- Public intake form
- Complete, auditable history of each case
Pro
Full operation
- Digital complaints channel
- Automatic protocol per case
- Public intake form
- Complete, auditable history of each case
- Configurable SLA by type and category
- Deadline alerts before expiry
- Case handling with owner and internal notes
- Anonymous surveys with confidentiality
Max
EverythingEverything unlocked
- Digital complaints channel
- Automatic protocol per case
- Public intake form
- Complete, auditable history of each case
- Configurable SLA by type and category
- Deadline alerts before expiry
- Case handling with owner and internal notes
- Anonymous surveys with confidentiality
- AI auto-classification (topic, urgency, risk)
- Executive reports on volume and response time
- Recurring-theme panel for continuous improvement
- Integration with Care, Orbit, Gauge and Vesper