Client Expectations

You have placed an order with us.

What is expected of you

  • Confirming all of your order details. You are requested to confirm all details of your order with us in writing to contact@starlinesecurity.com.au
    • We cannot stress enough how important it is that you read and confirm all details are correct on your quote and invoice. What you want to avoid is any disappointment because you were unable to read the quote or invoice correctly. Sometimes industry symbols or jargon can be easily misinterpreted. If there is anything on your quote or invoice that is not 100% clear to you then please contact us immediately and we will help you. If you are in any doubt or unsure please contact us prior to placing your order.
    • The details we expect you to confirm may include but are certainly not limited to:
      • Colour: eg White or Clear Ano. If your product type is diamond grille you must also confirm colour of the frame and grille as these can be different.
      • Product Type: eg Shutter set 89mm blades.
      • Product Style: eg Sliding Door
      • Features: eg Dog Door – Small – Black Framed or Triple lock – Lockwood 8654
      • Placement: eg Laundry
    • Let us know immediately in writing via email contact@starlinesecurity.com.au if there are any discrepancies or irregularities between what you require and what is on our quote and invoice prior to placing your deposit.
    • Once your deposit is paid no changes or alterations to your order are allowed.
    • If you fail to confirm all details to us in writing and you pay your deposit then it is taken that you have read, understand and agree with all the details of your job as described and detailed by us on your quote and invoice.
    • Please refer to our policies & terms of trade section for further information.
  • To communicate with us in writing for any items or special requirements that you may have.
  • Pay Deposit 10%. If you are building a new home a 10% deposit is required to lock in your order and pricing.
    • New homes will require check measuring and you will be required to communicate with us as soon as your windows and doors have been installed and to facilitate the check measure process at the earliest time possible. Usually at lock-up stage.
  • Pay Pre-Production payment 40%. At check measure or if you are requiring us to get started with your order immediately a further 40% pre-production payment is required.
  • Blinds Online payment is 100% upfront.
  • Arrange for work to be completed. To arrange at your earliest convenience to meet us on site or to make other arrangements to facilitate us completing your work in a timely and efficient manner. Usually within 5 days of your order being completed and ready for installation.
  • To pay on completion of your work within 7 days. Failure to pay your account without prior account extension permission will result in removal of the installed products. Please refer to our terms of trade for further information
  • Workplace Health and Safety. We take WH&S seriously and as such there are a number of obligations / expectations on your part to follow.
    • Once our installer is on site your home is considered to be a basic work site.
    • Please do not get in the way of our installers or hinder their work in any way.
      • You may like a chat or to see what our installers are doing but our installers are professionals and are at your site to work so please stay out of their way as much as possible and limit conversation or chit chat to a minimum. Thanks.
    • Please do not allow children or pets to touch any tools or equipment and we request that children stay away from the installers and any and all equipment etc while they are on site.
    • Please do not touch any tools or equipment or move any product without prior permission from the installer.
    • Installers need room to work. Please clean the area prior to the installers arriving so that they have a clean and clear path to the window or door they will be working on. Please remove any valuables or damageables from the immediate area where the installers will be working. Although we take every care with your possessions we take no responsibility for unintentional and unfortunate damage to items that are left within the working zone – approximately 1 metre minimum from the window or door where the installer is working.
  • Please read the next section regarding what you can expect of us.

How Our Process Works. We’ll take care of everything for you

FROM YOUR INITIAL CONTACT THROUGH TO YOUR FINISHED RESULTS STARLINE SECURITY WILL IMPRESS

 

STAGE 1.01: Quoting

You can call us or send a web enquiry and our team will contact you to arrange your quote. My staff will arrange either an on-site quote appointment where one of our dealers will come out to see you to discuss the alternatives and provide you with a quote or quote options.

Alternatively, you may already know what you need. In this case, it is much easier to email our dedicated internal sales division with either your house plans, photos of each window or door opening you need a screen or security door for, and/or descriptions of your requirements. Our sales staff can email you a quote estimate without the need to come out to your premises. Many clients prefer this method as it does not require you to take time off work or interfere too much with your schedule and although the quote estimates we provide are as accurate as possible, as we have not inspected physically, they are subject to final check measure.

Stage 1.02: Measuring.

Once you are happy with our quote and agree to go ahead with the order, our sales staff will arrange a dealer to conduct a final check measure on-site or at your premises. Your dealer will update your quote if required and confirm with you any variations. We do need to measure very accurately to ensure your fully customised products fit in the best possible way. Measuring also includes other factors like colour selection confirmation, product type and style per window or door, grade and any other accessories and options. These details will be updated in your quote and will need to be approved by you to your dealer prior to production commencing. This is also the point at which your deposit is required.

Stage 2.01: Production

Once your check measure has been completed and the deposit also confirmed, production of your order can commence. Your dealer will process your order and send your order through to our production facility. Depending upon the product type, colour and other details production of Insect and Security Screens or Doors can take as little 24hrs or as much as 30 days. Typically though, production of a clients total order takes between 7 and 14 days. Once production is completed the production facility informs our sales division who will then contact you to let you know your order is ready for installation. Many clients wish to know when their installation will be or require an installation date prior to placing their order. Once a check measure has been completed and production consulted our team can give you a production completion estimate date. We can also give you installation guarantees but only if your installation deadline requirement is more than twice our typical production lead time for your order. This often happens when clients are building a new home etc and they need to know we can install on or near a handover date. Our production facility utilises a first in first out multi-factor sequenced order schedule that gets all client orders completed in the least possible time. Our sales team, our admin team or a dealer are not able to influence the production sequence or result in any way but rest assured that by adopting this process separation your order is being completed in the shortest time possible, under the most strict quality controls ensuring the product our dealers are installing for you is the best it can be.

Stage 3.01: Installation

Once production has been completed our sales team will contact you to arrange your installation. Our dealers are often quite busy however our target is for most installations to occur within 2 to 5 days of production completion. We can arrange for work on Saturday if required and our installation team can be at your home to start installations from 7 am. Finish is typically around 4 pm. Our dealers or our sales team will contact you if there is a problem, such as a dealer not being able to attend site due to sickness etc and for us to either arrange for another staff member to complete their installation at the same time or to arrange another time. We do everything possible to avoid re-scheduling installation times and have additional experienced installation staff on hand to take over should the need arise. Our dealers are our team of professional sales, measuring and installation personnel who will be your main contact at Starline Security for all product and quoting price negotiations and related technical aspects of your order. We try our best to ensure that one dealer takes your entire order through from quote confirmation, check measuring and the installation. This way you will know who is coming to your home to do your installation and you have met them prior during your on-site quote or on-site check measure. We feel this is a much better way of conducting ourselves rather than having multiple staff completing the different stages and you also have one main point of contact at Starline Security dedicated to ensuring your order is completed in a timely and professional manner.

Stage 4.01: Job Completion

Once your dealer has completed your installation, cleaned up after themselves, shown you how everything works and handed over your keys, you can sit back and enjoy your new screens and doors. But hang on. Before you relax entirely there are a few more things needed to finalise your order.

Stage 4.02: Payment

You will need to complete the final payment. Your dealer can take your payment directly or you can call the office to make your final payment or via direct deposit into Starline Security's bank account. Commercial customers will need to sign off that their dealer has completed the work to their satisfaction.

Stage 4.03: Review Us

We also encourage everyone to review our dealers, our product and us and will email you links to review us with your final payment receipt. Or you can add your review here:

Word of Mouth Reviews

Google Reviews

Testimonials