Here’s how it all happened… and all within 2 weeks!

All staff who could work from home went home immediately so the Customer Solutions Centre could be split across two floors to allow O'Brien^® to follow social distancing regulations and implement key contingency measures. With strict rules in place such as no travelling between floors, separate entrance/exit by floor and zoom meetings between floors meant the part of the Customer Solutions Centre could still operate and support customers if there was an outbreak on one of the floors.

In addition, 40% of Customer Solutions Centre agents were set up and working from home within 2 weeks while still taking customer calls.

Extra hygiene protocols were put in places and floor champions were appointed to ensure the new rules were followed and to help identify any further risks.

This wouldn’t have happened without the flexibility and positivity from all our Customer Solutions Agents. Here’s what one of our Customer Service Agents, Adriana had to say.

Working in Customer Solutions is not an easy job. Our agents are trained and skilled to deal with resolving customer enquiries quickly, no matter how complex. In addition, they had to quickly adapt their working practices over the last few months, as COVID-19 emerged, to adhere to changing Government regulations and WHS guidelines.

Looking after our Customer Solutions agents is so important to us. We encourage lots of engagement each week, in the form of competitions, celebrations, support, story sharing and recognition, to keep spirits and morale high especially now the team are separated across multiple sites.

If this sounds like a great place to work and you would be interested in working for our Customer Solutions then check out any available opportunities on our Careers Website.

A bit about O'Brien^®

O'Brien^® has multiple divisions: O'Brien^® AutoGlass, O'Brien^® Glass and O'Brien Electrical & Plumbing. The biggest of which is O'Brien^® AutoGlass, where each year we complete over*:

• 289,000 windscreen replacements
• 44,000 windscreen repairs
• 28,000 side glass replacements
• 16,000 rear glass replacements

* Figures based on FY 2019

At O'Brien^® AutoGlass we can also recalibrate the camera in your vehicle to help ensure the proper working of many of the safety systems built into your car such as automated braking systems. This is our Windscreen Cal-Tech^® Recalibration Service which is done at the same time as your windscreen replacement.

Contacting Us

If you’ve got a chip or crack in your windscreen, or in need of glass replacement in your home or business then give us a call on 1800 059 829 and one of our lovely agents will help you.

We’re open 24/7 to take your call, so contact us anytime that is convenient to you.

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What is the touchpoint sanitisation service?

Using a 70% alcohol-based sanitiser, single-use applicator and disposable gloves, your technician may wipe down multiple vehicle touchpoints both before and after the work. For a typical windscreen replacement, this could be over 20 locations on your vehicle.

Where are the touchpoints on my vehicle?

Depending on the make and model of your vehicle and the type of job being carried out, the touchpoints may vary, but could include:

EXTERIOR

• Windscreen
• Side and rear windows
• Exterior door handles
• Boot or bonnet release handle

INTERIOR

• Key or remote control
• Steering wheel
• Gear stick
• Interior door handles and window controls
• Seatbelt and buckles
• Wiper, indicator, light and / or other dashboard or steering column controls
• Dashboard, steering column and console
• Rearview mirror

Why is this service being offered?

O'Brien^® AutoGlass is committed to providing a clean and safe environment for all customers and technicians, and in addition to the new touchpoint sanitisation service, O'Brien^® AutoGlass continues to implement increased hygiene and safety practices including:

• Asking customers a series of health-related questions prior to confirming a booking
• Following social distancing guidelines, including the 2-metre distance between customers and colleagues and not shaking hands
• Cleaning hands before, and after, every job and wearing disposable gloves
• Wiping down all tools, work and common areas, as well as the touchpoint sanitisation locations on your vehicle
• Providing hand sanitiser at all branches for customers to use upon entering and exiting the building
• Ensuring our staff are well, and do not come to work if displaying any cold or flu symptoms
• Offering a contactless payment service to avoid the handling of cash

Why choose O'Brien^®?

It is important to us that we do the right thing for our people, customers and society. When it comes to windscreen chip repairs, windscreen replacements or other types of vehicle glass damage, you’re in safe hands with a brand you can trust. Our team is committed to solving customers problems with real care, so when you choose O'Brien^®, you can be sure to expect an expert.

To book your car in for a repair or replacement with O'Brien^® simply call us on 1800 059 829 and we’ll look after the rest.

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NEW RESTRICTIONS IN VIC ANNOUNCED | READ OUR UPDATE

We are still open and our O'Brien^® experts are available to provide vehicle and property glass repair and replacement services across Victoria. We are working to the latest lockdown guidelines and COVID safe practices. Click here for details on how we are continuing to support customers in Victoria.

During this uncertain time, our teams across Australia continue to be available to service your vehicle glass, glazing, electrical and plumbing needs.

We are monitoring the COVID-19 case numbers and outbreaks across Australia on a daily basis and putting the required changes in place according to the latest government regulations.

The below information continues to be applicable across Australia and contains everything you need to know about how O'Brien^® continues to operate and support customers during these times. 

Working with O'Brien^® during COVID-19

We’re still here for you! At O'Brien^®, we’re trusted around the country by Australians to help – and we believe that should not change during times like this.

To help ensure the safety of our team members, customers and the general public we are constantly adapting to the changing regulations. This way, we can still fix your problem while focusing on making the right choices to keep everyone safe.

We’re offering contactless in-branch and mobile payments and services to help limit physical contact between our staff and customers.

Here are the important and latest updates you should know.

1. What we are doing: continuing to increase hygiene practices as required

In accordance with the advice provided by the Australian Government, we have implemented new policies and hygiene practices to help protect you, and our staff. Some of these include:

• We are in constant communication with our colleagues, including our technicians and glaziers, to ensure that they are healthy and are following the latest advice from the Australian Government.
• We’re offering contactless in-branch and mobile payments and services to help limit physical contact between our staff and customers.
• We are following social distancing practices and will maintain a 2-metre distance between customers and colleagues – this includes not shaking hands.
• Our technicians and glaziers will be wearing disposable gloves throughout your appointment and will dispose of them when finished.
• Our technicians and glaziers are wiping down all tools, work areas, and common items like keys, with appropriate cleaning materials whilst completing your job.
• Our technicians are cleaning their hands before, and after, every appointment.
• We’ve increased the cleaning regime in our branches, particularly in commonly used areas and for commonly used tools.
• Hand sanitiser has been provided at all branches for customers to use upon entering and exiting the building.
• The mandatory use of face masks in locations across Victoria.

2. What to expect when making a booking

To keep everyone safe, we are asking you a series of health-related questions to help manage your appointment. This will include:

• Have you, or anyone in the household tested positive for COVID-19, or are awaiting test results?
• Do you fall into a category where you should be self-isolating for COVID-19? For example, close contact with someone with COVID-19, been told to isolate, recently arrived back in Australia (last 14 days)?
• Do you, or anyone living with you, have any flu-like symptoms, a fever, cough, or shortness of breath?

Depending on your answers provided, we will work with you on the best way forward to support your needs.

After a booking is made, if you start to develop flu-like symptoms such as coughing, sneezing, fever or shortness of breath, please call us immediately on 1800 059 829  so we can help to manage your appointment.

3. What to expect when visiting an O'Brien^® branch

As the situation for COVID-19 is ever-evolving, instructions may change by state and by branch, so please read the notice on the branch door before entering.

To help protect each other, we respectfully ask all customers to follow social distancing rules and/or government guidelines.

In addition to our increased hygiene protocols, if you’ve booked your vehicle into one of our branches, you may see our team complete a Touchpoint Sanitisation service. This service is being conducted in locations across Australia where the government has raised COVID protocols. It involves sanitising your vehicle particularly around the door handle and steering wheel of your car – this is just to further help ensure the safety of everyone. Please read our procedure here.

4. What to expect when an O'Brien^® employee comes to your home or business

On arrival, our team will be asking the same health questions asked at the time of your booking, to ensure your circumstances have not changed. Plus they will be following our increased hygiene practices and any government regulations.

When undertaking the work, they will tell you exactly what they will do before they enter your home, business or vehicle and will clean all surfaces they touch with antibacterial wipes before and after your job. This will include any objects handed over during our processes, like car keys or house keys.

We’re always here for you

Our call centre is open 24/7 so you can always reach us about your vehicle glass, glazing, electrical and/or plumbing needs.

With the continued outbreak of COVID-19 across Australia, we want to reassure you that we are taking all precautionary measures to help protect you and to minimise the risk of further spread. Our teams are taking advice from the Australian Government and monitoring the situation daily, all to help ensure that we take the necessary steps to protect you.

We will continue to adapt to the changing government requirements, and we will continue to work hard to serve our local communities.

What safety precautions have been put in place to protect me and my family?

For the safety of you and our team, we have put in place additional rules and standards that must be complied with. Our technicians and glaziers have been issued a strict COVID-19 Customer Checklist to ensure consistency and care is taken at all times.

This includes hygienic practices such as frequent hand washing, wiping down tools and cleaning all surfaces. They may be wearing a mask and gloves, will remain at a 2-metre distance and will try to avoid all physical touch.

We’re also offering contactless in-branch and mobile payments and services to help limit physical contact between our staff and customers.

What if I feel a little unwell?

It’s important to answer our health-related questions honestly, when you make a booking over the phone, upon arrival at a branch or when our technicians and glaziers visit your home or premise. Unfortunately, due to the nature of the virus, it’s difficult to determine if someone has a normal cold or flu or COVID-19.

Because of this, if you are feeling unwell, sneezing, coughing or feeling short of breath, it’s best to let us know in advance by calling 1800 059 829 so we can help to manage your booking.

What happens if I become unwell between when I booked in my job and when my job takes place?

If you start to develop symptoms such as coughing, sneezing or fever, please call us immediately on 1800 059 829 so we can help to manage your booking.

If you have a job booked with us you may have received a booking confirmation email and/or SMS and you can change your booking via the link provided.

If you have booked an Electrical or Plumbing appointment, please contact your local Electrical or Plumbing Member.

What happens if I think I’ve been exposed to COVID-19?

If you have a booking with us, please call 1800 059 829 prior to your appointment and we will reschedule your booking to help keep both our staff and you safe.

If you have booked an Electrical or Plumbing appointment please contact your local Electrical or Plumbing Member.

Are you still able to come to my home/business to complete the job?

As long as you haven’t answered yes to any of our health questions, we are still able to do so. We’ve stepped up our hygiene practices and added precautionary measures so we can still come to your home/business as well as complying and adapting to any changes in Government regulations.

As part of their visit, our team will practise good hygiene, depending on the circumstances and changes in Government regulations may be wearing gloves and a mask, they will wipe down surfaces that they’ve touched and will be maintaining a 2-metre distance at all times.

What method of payment do you accept?

We accept debit cards and major credit cards: Visa, MasterCard, and American Express. To maintain a safe social distance, as recommended by the Government, we ask that you make a pre-payment over the phone.

Thank you for your understanding and ongoing support.

Please know that we have your best interest in mind during these uncertain times and we are endeavouring to continue to provide the best service that O'Brien^® is known for.

We look forward to continuing to work with you on your vehicle glass, glazing, electrical and/or plumbing needs.

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