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.
Rain Repellent
There is no specific after-care or ongoing maintenance required for this treatment. Follow what you normally do to care for your car such as car washing.
O’Brien® Vis-Tech should last up to 12 months or up to 20,000 kms. Other than setting a reminder for these milestones, you can roughly judge by what you see on your windscreen. When you notice rain not beading when it hits your windscreen while driving and when visibility worsens in heavy rain, then it’s time to contact your nearest O’Brien® AutoGlass Service Centre.
To know if your O'Brien® Vis-Tech treatment is effective, you need to drive your car while it’s raining – you should notice the difference between before and after the application. If you are not satisfied with the treatment or think that there is an issue with how it’s been applied (e.g. there is a section on your windscreen that appears different when water touches it), please return to your local O'Brien® AutoGlass Service Centre where you had the treatment applied. The Service Centre team will be happy to assess your windscreen and address any issue found with the treatment.
It acts like a coating, but you won’t see any visual difference on the windscreen when it’s not wet. When rainwater hits your windscreen while the vehicle is not moving, you’ll see the rain bead, forming into droplets. When you’re driving over 65 km/hr, you’ll notice that the raindrops will continue to bead and move off the windscreen easily.
No. O'Brien® Vis-Tech is only available for application as part of the O'Brien® service. Our technicians have undergone technical training to ensure it is applied correctly and are committed to making the process as easy as possible for you.
O'Brien® Vis-Tech is quick to apply to your windscreen by our trained technicians. Your technician will do this as part of the O'Brien® service after installing or repairing your windscreen.
Backed by testing by our Global partners, O'Brien® Vis-Tech has proven to be effective and is offered globally across the Belron Group. O'Brien® is excited to now offer this product in Australia and we are sure that our customers will love it.
Yes. Your O'Brien® AutoGlass technician can apply O'Brien® Vis-Tech to both your front and rear glass. The cost differs between the two applications, so ask your local O’Brien® technician or friendly consultant to learn more about your options.
O'Brien® Vis-Tech is manufactured in Spain by a supplier trusted by O'Brien® and the wider Belron Group.
The O’Brien® Vis-Tech water repellent treatment uses a formula tested and offered by Belron Group (which O'Brien® is part of). It is also exclusively offered by O’Brien® and can be applied by our trained technicians as a part of your windscreen replacement or repair service. Since O’Brien® Vis-Tech must be applied per the manufacturer’s instructions to be effective, our friendly technicians handle the treatment so you can drive away safely, rain or shine.
Vehicle Glass Questions
Your job number for an O'Brien® AutoGlass booking will have been sent to you via SMS or email. It begins with a J and will have 8 numbers e.g. J12345678.
We have every confidence in our skilled technicians, but if you do have a problem, please contact your local O'Brien® branch. O'Brien® also provides a warranty on your ADAs recalibration of 12 months, or until another recalibration event occurs (please check your vehicle owner handbook). You also have protections under the Australian Consumer Law. Click here for more information.
No, it shouldn’t – O'Brien® can replace your windscreen and we also do recalibrations for many vehicles types which means we can do it all in one go. Click here for more information.
Our customer service experts will ask you a few questions when booking in your windscreen replacement with O'Brien® to accurately identify the exact windscreen required for your vehicle. Because every vehicle make and model windscreen fits differently, we have the latest vehicle glass fitting instructions for even some of the newest vehicle makes and models on the market, so our expertly trained technicians always know what to do.
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.
Once you've made a booking with O'Brien®, you will receive a text message with a unique link to the mobile number provided on your booking. You can use this link to view and change your appointment details. Alternatively, you can log in to the Manage my booking section on our website to make changes.
If you have an existing booking and you need to change the location of your appointment, you can do so by calling our Customer Solutions team on 1800 645 011. Alternatively, you can login to the Manage my booking section on our website to make changes, however availability may vary depending on what details you are changing.
When you choose our mobile service, you'll be given a four hour time slot in which our expert technician will arrive. Your technician should arrive within your chosen appointment slot, and will usually call before arrival. Sometimes due to unforeseen circumstances, your technician may be running behind schedule. If this is the case, they should be in contact with you, if not please call 1800 645 011.
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.
To view or obtain a copy of your invoice at any time, please call our Customer Solutions Centre on 13 16 16.
If you experience water leaking from any point where the replacement occured, contact your local O'Brien® AutoGlass branch. They will organise for you to bring your vehicle in and conduct a leak assessment to determine if the water leak is due to the glass replacement.
Contact your local O'Brien® AutoGlass branch who can organise for your vehicle's ADAS technology to be assessed, and for the the recalibration to be completed to manufacturing standards.
If parts of your vehicle are not working after a glass replacement, contact your local O'Brien® AutoGlass branch who can organise for you to bring your vehicle in for an assessment to determine if the vehicle fault is as a result of the glass replacement.
We're so confident in our skilled technicians that we offer a national warranty that applies to every O'Brien® AutoGlass location across Australia. It’s simple – the O'Brien® workmanship guarantee applies to all glass we install. Find out more about the O'Brien® AutoGlass Lifetime Workmanship Guarantee.
