Placed Order What Do We Do

You have placed an order with us.

What we do to try to make your job run as smoothly as possible.

  • Confirm all details of your order you have placed with us via a combination of the details on our quote sheet and the details as shown on your invoice.
    • We will contact you asking you to confirm all of the details on the quote and on the invoice. This communication is preferred via email.
    • Wherever possible we will scan and email to you a copy of the quote sheet which will include all pertinent details regarding your work and also include any special requirements and or alterations / amendments to the original quote.
    • The payment of a deposit 10% and payment of the Pre-Production payment 40% (blinds are full upfront payment) will be considered as full and complete confirmation of the job details as we have provided them to you.
  • Job proceed trigger. We will proceed with any order (signed or otherwise) only after the deposit and the pre-production payments are made.
  • Lead times or how long it is going to take to complete your work depends on the type of products and your installation requirements.
    • Insect screen, Diamond Grille, Xceed, SecureView, ForceField products:
      • Standard screens: 3-5days.
      • Other screens: 7-10 days.
      • Retractable or Magnetic insect screens: 14-30 days.
    • Hard Core Products: 14-20 days.
    • Steel Bars:
      • Zinc Plated: 20 to 30days.
      • Galvanizing: Add 10 days.
    • Welded frames and track work: Adds 5-15 days to any job.
    • Carpentry work:
      • Simple carpentry adds 3-7days to any job.
      • Harder carpentry adds 5-15 days to any job.
    • Blinds: refer to blinds online lead times and add 5-10 days.
    • Security Shutters: 15 to 30 days.
    • All other Shutters: 50 to 80 days. (yes… all are custom made in China and shipped by container ship)
    • Most Carpentry, Weld Frame & Track work jobs will require multiple site visits to complete. We will let you know if your job is a 2 or 3 stage job requiring multiple site visits but if you are in doubt just ask.
  • CONFIRMED Installation Booking. We will book a CONFIRMED installation date and time with you when all products in your order are in our factory and all accessories, hardware etc has been checked and confirmed ready for installation.
    • It is often difficult to give exact dates for when your job will be ready by however we hope that the above lead times give you a level of certainty that we are on the job and always endeavour to complete your job as fast as possible.
    • We do not book CONFIRMED installation dates and times prior to confirming all products are in stock and ready to install because if even one piece is missing then we will have to arrange for another on-site visit to complete your job and no one wants that. Much better to do everything that we can to complete your job in one visit or when on-site booking CONFIRMATIONS have been made.
  • TENTATIVE installation booking. Under duress we may give you a TENTATIVE date and time for your installation but this is NEVER A CONFIRMED date and time until we CONFIRM this date and time with you. All we are doing is scheduling this installation time slot so that should your products arrive or be manufactured when they are supposed to and everything runs smoothly then we should have everything ready prior to this date / time. Please do not think that just because we have given you a TENTATIVE installation date and time that the installation is going to proceed on that date and time until such time as this date and time is CONFIRMED by us as your installation date and time. (Confused yet?) We will CONFIRM the installation date and time with you only after everything is ready and has arrived. DO NOT take time off work and sit home all day waiting for us on the basis of a TENTATIVE date and time only. Wait for a CONFIRMED date and time please!
    • We really should stop giving TENTATIVE installation dates and times to clients but you do insist.
  • Installation day. On the day of your installation your installer will call you in the morning to let you know that he is coming. If you do not hear from an installer in the morning (between 7am and 8am on the day of your installation) then call me immediately on 0412786233. All installers know they are to call you on the morning of your installation and something has happened to prevent them from calling you.
    • If you do not want an installer to call you between 7am and 8am of the morning of your installation then please let our office know (in writing via email contact@starlinesecurity.com.au) and we will make a note to not call you and just turn up.
    • If our installer runs into complications and is going to turn up late they will call you prior to your scheduled installation time and let you know. Once again if your installation time has passed and your installer has not turned up or called you to let you know that they are running late then call me on 0412786233.
    • I believe that client communication is key to customer satisfaction. If you feel our communication lacks in any way or if an installer does not communicate with you as described above then please call me on 0412786233 and we will discuss how we can improve our service and this may lead to your suggestions being added to our service and employment expectation policies.
  • Clean and Tidy. Our installer will clean and tidy up after your installation is complete and will wipe down and clean your new screens, blinds or shutters.
  • WH&S – Shoes. Our installers will treat your property as if it is their own. However, we do have a WH&S issue with regards to the removal of shoes while on site as according to WH&S rules when an installer turns up your property it is then classified as a minor work site and basic personal protective equipment (PPE) is required including covered footwear. We provide our staff with disposable booties and if requested they are required to put them over their shoes to protect your floor coverings. Our staff will not work in socks.

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