Frequently Asked Questions
Search for a question or browse our FAQs based on categories.
Booking
If you start to develop any cold or flu-like symptoms after you book a job, please let us know immediately so we can help manage your booking. For Vehicle Glass you can change your booking online via the link in the confirmation email and/or SMS received upon booking. For Glazing, Electrical or Plumbing jobs, please contact your local Branch / Member for rescheduling. Our locations can be found here.
Branches
Opening hours vary by location. Please visit our O'Brien Locations page to find your local branch and view their operating hours.
To view the full list of all O'Brien® branches, please visit our website at O'Brien Locations.
Feedback
Your satisfaction is our top priority, however we understand sometimes issues arise. You can submit a complaint by filling in our online form. Please be clear, factual, and provide as much information as possible. Providing your name and contact details will help us to get in touch and help resolve the issue.
Like anyone - we love receiving compliments! If you're impressed by the customer service you received from our experts or the outstanding quality of the job please email feedback@obrienglass.com.au. We'll pass it on to our team on your behalf.
We value your feedback. You can offer a suggestion to help us improve our service by emailing feedback@obrienglass.com.au.
Payments
If you have any disputes with a transaction involving Zip, please contact the Zip Customer Experience team anytime at hello@care.zip.co or call 02 8294 2345.
- You can apply for a Zip account in minutes at https://www.obrien.com.au/zip
- Please note, to apply for a Zip account, you will need to meet the following criteria:
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- Be an Australian citizen or permanent resident
- Be at least 18 years of age
- Have a valid Facebook or PayPal account, in your own name
- Have a valid debit or credit card, in your own name
- Have not declared bankruptcy or insolvency
- Zip is a reusable account that lets you shop now and pay later. No upfront payments and interest-free always. Make as many purchases as you like up to your account limit, then set up flexible repayments to suit your lifestyle. You can find more information, including terms and conditions here.
- We accept Zip for all O'Brien® AutoGlass and O'Brien® Glass purchases.
- For all O'Brien® AutoGlass and O'Brien® Glass purchases, we accept debit cards, major credit cards (Visa, MasterCard, and American Express) and Zip. Click here for Zip.
- For Electrical and Plumbing services, please contact your local Member to discuss payment methods.
Glazing Questions
The Microchip Pet Door Connect can operate without the Hub (i.e. not using Wi-Fi or the SurePet app), so it’s recommended to check what will work for your home (considering your Wi-Fi set-up, and where you are locating the pet door). Click here for detailed instruction manual.
The SureFlap Microchip Pet Door Connect is compatible with all common microchip types. However, it is recommended to verify compatibility with your specific microchip type to ensure proper functionality.
The smartphone app allows you to monitor your pet’s access, set curfews, and receive notifications when your pet uses the door. You can also manage and program microchip IDs remotely. To learn more about the Microchip Cat Door Connect + Hub features, click here for detailed instruction manual or visit the Sure PetCare product website here.
Yes, this pet door is designed to be weatherproof, with a draught-proof seal to help maintain the indoor temperature and keep out the elements.
Refer here for detailed instruction manual.
Detailed instructions are provided with the SureFlap Connect door and Hub for you to follow. Click here for detailed instruction manual. There are also videos available to assist with set-up and learning to use the Connect product, view on the Sure Petcare product website here. Please note that our experienced glaziers will help with installation of your new pet door, however, can’t help with programming permissions or setting up your Hub (if using this).
The Microchip Pet Door Connect is equipped with a 4-way rotary manual lock that you can configure based on preferences. Alternatively, if you have the Sure Petcare App, this can be implemented through the curfew mode on app. To learn more about the locking options, click here for detailed instruction manual.
The Microchip Pet Door Connect is programmed to recognize your pet’s unique microchip ID. When your pet approaches the door, the microchip reader scans and verifies the ID, unlocking the door only if the microchip matches the registered ID(s). If your pet doesn’t have a microchip, or the microchip in your pet doesn’t always register (as the chip may have moved in your pet’s body), you can use a SureFlap Collar Tag instead (this is an additional purchase).
The pet door itself remains the same, but its features differ based on whether you have the additional Hub/app. If you're using just the Microchip Pet Door Connect, you'll manually configure permissions and access basic features. With the Microchip Pet Door Connect + Hub, you can remotely manage permissions through the app, which requires Wi-Fi, and enjoy an expanded set of features. To learn more about the Microchip Pet Door Connect, click here for detailed instruction manual.
The Microchip Pet Door Connect is an advanced pet door designed to work with your pet's microchip, allowing access only to your pet while keeping unwanted animals out. It also offers the convenience of remote monitoring and control via a smartphone app (when using the Hub). It’s designed for larger cats but can also suit small dogs as well.
Yes, O'Brien® offer contactless in-branch and mobile payments and services to help limit physical contact between our staff and customers. This means we are no longer accepting cash for any job which requires payment, please have your credit or debit card handy at the time of job completion.
The cost of glass repair or replacement depends on the size, type, and location of the glass. Additional services like tinting and films also add up to the cost. Speak to our experts on 1800 841 256 so we can provide you a price quotation specific to your requirements.
No, we do not offer chip or scratch repair for residential, business or commercial glass.
Our expert glaziers can provide interior and outdoor glass installations for your home, including kitchen splashbacks, shower screens, pool fencing and more. We can also help you with your commercial glazing needs - office partitions, security glass and glass balustrades are just a few that we cater for.
Glass regulations in Australia change and sometimes the type of glass previously used is no longer permitted. At O'Brien®, we ensure that the glass products we provide are compliant to the Australian Safety Standard (AS1288:2021) where applicable, for the safety of you and your family.
We offer a range of decorative and designer glass that you can choose from. This includes a variety of painted or coloured glass, frosted films, and frosted glass. Let our experts know your design ideas so we can customise the style and design of the glass to your preference.
The length of time required for an expert job completion depends on the type of glass, size, and location of your window. An accessible aluminium window, for instance, will usually take about 45 minutes to complete a glass replacement.
Yes. We offer a range of specialised window film solutions which provide numerous benefits for various properties. This includes our solar film which can often help reduce heat and glare, keep the atmosphere inside your home or office cool, or improve daytime privacy.
Yes. We can install safety or security glass into specific windows in your property to increase your personal safety and add protection to your assets. This type of glass has an improved resistance to impact or penetration and forced entry. Speak to our friendly advisors on 1800 841 256 to find out more.
We offer all sorts of glass that can be picked up at our branch, including mirrors, louvres, glass for picture frames and more. Contact us on 1800 841 256 to confirm the availability of the type of glass that you need.
Our experts can usually match the colour or pattern of the new glass to your existing ones. For commercial glass, we can apply digital print film with your logos or images to glass partitions, doors, or windows.
For the safety of your pets and for durability, we only use toughened glass. Toughened glass has to be cut to size to suit your requirements, including the hole where the pet door will be installed. Toughened glass is also more durable to withstand the constant flexing and knocking it will endure as a result of your pet going in and out of the door.
Yes. Our emergency services are available 24 hours a day, 7 days a week. Please visit our O'Brien Locations page to find your local branch and its respective contact details. Simply speak to our friendly local advisors to check the available times and make an appointment.
We have arrangements with most major insurance brands, so we can usually assist policy holders with their glass damage claims. Contact us to see if we can find out if you are covered for glass damage or whether there's an excess to pay. We'll try and make this as hassle-free as possible for you.
